MoissaniteCo.com review: Terrible communication 10

I am soooo sorry to hear about this company stooping so low and therefore feel the need to add my story so people are aware of what they are getting into...
My husband and I purchased my engagement ring in May, 2011 from Moissanite Co. It was a beautiful ring - LOVE Moissanite! However, by July 4th one of the stones had fallen out. So, I spent 21.00 to send it back to be fixed. I felt grateful to have the ring fixed and get it back two weeks later. When I got it back I put it on my finger and then went to make dinner. Before I could boil water a different stone fell out. So I spent another 21.00 to send it back again. Once again thankful to have it fixed. After another 2 weeks I got it back and within one day of having it on my finger a different stone on the setting fell out. I had enough and was unable to call to voice my frustration. I could only e-mail/instant message a customer service representative. I was then told I could pick out another ring, and that it had never happened before - that I was just rough on my ring. So, I was the bad guy and was made to pick out a ring to replace the one I was married with. So I spent another 21.00 to send the ring back and told them what ring I wanted to exchange it for. Two weeks later, without warning, they charged my card for the difference in rings. I had just paid another bill so our bank charged us an additional fee. The company said they assumed they could charge the card we had purchased the first ring with. The entire time they claimed that it was my fault the rings stones were falling out and that it was my fault that I did not tell them when or what card to charge. A responsible business would not blame the customer for a "lemon" engagement ring and would not assume they could pull a customers credit card information and charge it any time they like!

I am in the process (chosen rings waiting on special link to order) of purchasing 3 rings with Ashadiamonds. What was the initial reason for returning the stones? And nowhere on the site does it say that ashadiamonds are moissanite! Are they?
I have asked twice what guarantee the 2ct stone has with no reply..running scared

My boyfriend and I went to look at engagement rings at a jewelery store a while ago and got a quote on the ring I wanted. My boyfriend found this Moissanite site and showed it to me. Well he is now my fiance and I absolutely love my ring! It is the same setting I found at the jewelery store, but with a much bigger stone! And to top it off it was a ton cheaper and ten times more beautiful! Moissanite is definitely the way to go and this site was so helpful to both my fiance and I. I cannot stop looking at/showing off my ring! It is gorgeous and I could not be happier!

I personally am quite surprised by the posts here. I have purchased many items from this company, and have even returned a couple (one I exchanged, and another I got a refund), and I have never had any problems.

The owners, Mike and Jera, post on this message board quite frequently, and most of the members there highly recommend MoissaniteCo.

http://betterthandiamond.com/discussion

Looking around I also found their ebay store which has 99% positive reviews

http://feedback.ebay.com/ws/eBayISAPI.dll?ViewFeedback2&userid=moissaniteco_com&ftab=AllFeedback&myworld=true

And they have an A- with the BBB
http://www.bbb.org/southern-nevada/business-reviews/internet-shopping/firecut-diamonds-in-las-vegas-nv-77653

Of course to each his own. I have had positive experiences with this company, and so have many of the women on the forums I post on.

I have no idea why spam occurred on my post there . . . not intended. Should say "I am . . ."
Cheers

I'm scared to use your name . . . (lol) however I am so glad that you took the time to complain on here and also put your site up as otherwise we would have made the same mistake and placed an order from this company not for one ring but 3! I cant thank you enough for saving me a LOT (by the sounds) of hassle. We have now contacted one of the two outlets recommended by Charles and Colvard in the UK who are happy for us to visit and view the stones before they are set. Again THANK YOU!

Moissaniteco.com and Ashadiamonds.com return policies and restocking fees are misleading, and Mike in Customer Service will only argue that you, the customer, is wrong. I filed a complaint with the Better Business Bureau since Mike would not return my online chats and would flippantly respond to my emails (if they were answered at all), and also am disputing the charges with my credit card company. This is my final rebuttal that I sent to the BBB; Firecut Diamonds charged me $20 for each return to cover shipping costs that were not documented anywhere on my order confirmations and receipts and also an unnecessary restocking fee totaling $52.70. So far, Firecut Diamonds refuses to do anything satisfactory to resolve the complaint, hence this review.

My receipts and order confirmations from Firecut Diamonds (AKA moissaniteco.com and ashadiamonds.com) do not reflect a $20 shipping fee incurred by the company. The dollar amounts reflected, in fact, are $0.00. It is not confusing to show how much the company paid for shipping on the order confirmation and receipts and then subtract it from the total amount to show the customer how much they would be responsible for should they return their item. This, however, was not done by Firecut Diamonds, so the customer was not aware of the hidden charges. Additionally, expecting the customer to contact the company via email (no phone number available) or to check with Fed Ex to double check if or how much $ the customer is responsible for is ridiculous since it clearly stated the amount of $0.00 on the receipts and confirmations from Firecut Diamonds.

With respect to the restocking fees, it is also misleading to the customer as Firecut Diamonds is basing their rebuttal on the fact that their restocking fees policy is vague. Because their policy purchasing multiple stones is very general, they are able to argue that because multiple stones were purchased and returned at any given date and time, they can charge a restocking fee. When a customer reads it, they assume that the restocking fees would only apply to each individual order, not by combining multiple orders placed on different days shipped to different recipients in different cities. Regarding the order where the restocking fee was issued, I ordered two stones and only one was returned. Therefore, the restocking fee should not have been charged.

Mike offered a $20 credit toward a future purchase at one point then closed out of the chat box before I agreed to the offer stating that he had "other customers to tend to" and that "further communication must be done via email". I felt this was insufficient for the following reasons:

1. Dollar amount is inadequate

2. No intention of doing future business with a company whose policies are misleading and lacks pride in superior customer service

I am sure that Firecut Diamonds will post an explanation, but as a consumer, just beware if something goes wrong, this company will not fix it. They will only argue with you and tell you that you're the one at fault. To me, this is terrible customer service.

Unreal. Since we are now using real names now. MIKE says my story is "simply untrue". All of it? I made it all up?

And they are using MY LAST NAME. I never gave this company permission to use my last name during my order. That PRIVATE information was supposed to be protected!

In fact, a fair privacy policy would demand that they withhold my name and refer to me as "the unhappy customer" - but of course, that is why he is naming me personally, in an attempt to damage me.

I'll make this simple. I got screwed on the Internet. I'm using the Internet to voice my opinion. This is an Internet complaint forum. I'm complaining.