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3.4

I ordered a beautiful ring from the company back in the summer of 2018. I received the ring and noticed the description of what I was supposed to get and what I actually received was different. The ring I was supposed to get was supposed to have 75 accent diamonds. The ring I received had 96 instead (Not a huge deal, but it made me question the authenticity of the ring.) About 4 months later my fiancé noticed an accent diamond had fallen out. I contacted the company and received a reply back that same day. The customer support person told me they would repair the ring at no charge to me. I also informed her that the description of the ring may be wrong on the website due to the increase in accent diamonds that I received. She informed me that she would let the appropriate department know and I would receive the ring back, good as new, 2-3 weeks later.

2-3 weeks later I receive a ring... Not the ring I had sent back to get repaired but a smaller version of the one I had received originally. I immediately recognized the mistake and emailed their customer support as well as initiated a chat. I spoke to one person who told me he would escalate the issue to his manager and that I would receive a phone call Monday morning. (I spoke to this person late Friday night). Monday morning came and went, so I initiated another chat with the customer support and told this person what happened. She informed me that the previous CS agent did not relay any information to anyone..... and then she hung up on me. I called back and got a hold of a supervisor named Trey. Trey was very nice and very punctual at my time of conversation. He didn't apologize for his rude customer support agents, but he did figure out what happened in my case and told me to send back the wrong ring and once they received it, they would repair and send back my original ring. 2 weeks pass (after I had already sent back the wrong ring) and I hadn't heard from Trey. I emailed him 3 times during this time and the last one got his attention. I emailed him to ask where the process was at and if I should expect another email confirmation for the new shipment. He told me the ring would be shipped out that week (it was not), but it was shipped out the following week.

All in all I would give the company 2/5 stars. My issue ultimately was resolved (although not timely and not how it should have been.) I was treated with some form of respect (not from the CSA'S but from Trey)

I give the low rating because I was lied to twice, hung up on, sent an incorrect item because (and I quote) "The jeweler thought you might like that ring better." And because I strongly question the value of the ring versus what they estimate it to be. I won't take the ring to an appraiser simply because I don't want to deal with the customer support again, and my fiancé loves the ring.

My final word would be to not order anything from this company over 30 bucks. If your looking for a budget ring or even something a little more than pricey, go to a department store.

Reason of review: Poor customer service.

Monetary Loss: $20.

Preferred solution: I simply wanted to let the company know of the failure so a future customer may be treated better. .

Superjeweler Pros: Warranty.

Superjeweler Cons: Customer service.

Location: Ashburn, Virginia

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SuperJeweler.com

HI, We are very happy that your issue was resolved, and it appears that you received good and proper service. I hope you are pleased with your ring and that you wear it in good health, far into the future. Truly, Andrew-Superjeweler

Guest
reply icon Replying to comment of SuperJeweler.com

HAHAHAHA I RECIEVED GOOD AND PROPER SERVICE!!! I was lied to and hung up on!

That’s what you all call proper?? Lmao y’all are a joke.

SuperJeweler.com
reply icon Replying to comment of Guest-1776800

Gosh that is not very nice. Well, consider the source, ANONYMOUS.

Robert B Ehs
reply icon Replying to comment of SuperJeweler.com

No problem, I’ll login for you. Source is a pissed consumer.

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