Reply from S.A.GemsMay 15, 2026
Thank you for sharing your feedback. We are sorry this custom-order experience became frustrating, and we acknowledge that one video update should have been sent sooner. We apologized for that directly.
For future readers, we do want to provide important context. This was a custom ring and band order that went through a detailed approval process before production. The customer was shown center-stone options, and when one supplier's stone was no longer available, we sourced comparable replacement options, offered a courtesy discount, and the customer selected the replacement center stone before we acquired it and began CAD/design work.
After that, we created the custom CAD and made multiple revisions based on the customer’s requests, including changes to the halo, basket, wedding-band fit, prong style, and band thickness. We did not move into production until the customer reviewed the updated CAD with measurements and approved the design, stating that the proportions, band thickness, and overall structure looked great and that she was comfortable moving forward.
Once the rings were completed, the customer raised concerns about the diamond and the ring size not being what was approved by her. We explained that the center diamond was the exact selected stone, that it would come with the original certificate and laser inscription, and that it could be verified by any independent jeweler. We also stated that the ring size had been checked and that the finished piece followed the approved CAD.
Even though this was a completed custom order with a remaining balance due, we offered multiple ways to resolve the concern: additional videos, a direct call, independent verification, an additional courtesy discount, and an exception to our normal policy by offering to send the main ring for in-person review before the remaining balance was paid.
Ultimately, when the customer still did not feel comfortable proceeding, we chose to cancel the order and issue a full refund.
We care deeply about transparency, craftsmanship, and customer trust. While we disagree with parts of this review’s characterization of the process, we also recognize that communication is a major part of the custom jewelry experience. We will use this situation to improve how we communicate, update timing, and expectations throughout custom projects.
