Production was delayed so I reached out voicing concern about the ring not coming in on time for my proposal date. I received an email back saying my ring would arrive well before the date of my proposal and here we are. The day before I leave for the vacation I planned for the proposal and no ring. Customer service was unhelpful and you would think with an expensive purchase that needs to arrive in a timely manner, expedited shipping would be the answer, not regular USPS shipping. Very disappointed.
Response from Gema&CoMar 7, 2025
Hi Charlie, we fully apologize for the production delay. The surprise tariffs two weeks ago halted our production lines as our regularly required chemical materials and tooling were completely halted and turned away.
However, we completed your ring on the 27th and USPS provided the expected delivery date of March 3 for your delivery address via your selected shipping method. This was a 5+ day window for your delivery timeline of March 8 and did not feel it was necessary to upcharge you by upgrading your shipping. Once the shipment leaves our facility, we're no longer in control of the delivery timeline.
We are very sorry that USPS has delayed delivery of your shipment and will contact our USPS agent on the location of your shipment at this time.
We'll follow up with you via email.
- Liz Weaver, Gema&Co
JO
Jordan
Mixed Experience, but Worse and Worse
Original review: My engagement ring turned out excellent so we decided to have them create the wedding band as well. It had a lot of imperfections and they weren’t willing to redo it. The customer service is responsive, but forcing all conversations over email and not doing 3D rendering makes it hard to do nuance.
Updated review:
After my initial experience, I had no intention of seeking out somewhere to review the company because it wasn’t that bad, but Trustpilot reached out to me and specifically requested a review, so I gave my honest and, I think, pretty fair assessment of the situation. The response I got changed my mind.
1. Using a customers unlisted name is inappropriate.
2. You offered to add additional rounds of review without charge because you weren’t sure you would be able to execute the design I had in mind, which clearly ended up being the case. And a aying that the design changes overrode my original is blatantly false.
3. The issues I pointed out to have fixed were 1-3mm, not 0.1mm. I measured with my naked eye and a 30 year old ruler. They were on the front and in the center in places of prominence, namely a pattern that was supposed to go over and under like a braid, ended up with one junction fused together into a blob and another missing metal so it had a sunken gap. I sent pictures of the underside to provide another view of the exact same issue.
4. I did not ask for a refund. After the entire process, including delays on their end, the ring arrived shortly before the wedding and I was excited to wear it. I asked what could be done about the issues, hoping that they could file it down in one spot and add a drop of metal, slightly adjusting the ring. Instead, I got a rude response, much like the one for this review, that they were unwilling to make any changes and would refund me instead if I wanted. That wasn’t what I wanted, but at that point the entire process had been soured and I needed to focus on other parts of the wedding.
5. When I consulted an in person jeweler about this, he also examined my engagement ring and found that the prongs were not properly touching the stones, which has caused my ring to get frequently snagged. So not even the ring I believed to be perfection was well-crafted.
When paying thousands of dollars to wear something deeply meaningful for the rest of your life, I personally feel there should be a high degree of customer service. Painting me as some insane customer rather than taking ownership of mistakes and rectifying the situation is just sad. In the end, I’d recommend spending the extra money if you can and going to your local family jeweler. They actually take pride in their work and will treat the experience of creating a lifelong memory with respect, unlike Gema and co.
Response from Gema&CoJan 25, 2024
Hi Jordan,
Thank you for taking time out of your day to write your review.
We're accepting your return on a non refundable custom ring since Anwyn is dissatisfied with the end result.
We went through 4 design iterations with Anwyn and did not bill for the extra three which we specified would be $50 per edit after the first. She requested specific changes to the design that overrode her original specifications and our suggestions which she now wants to revert back to after final approval and casting has been completed.
The level of detail in her design requires very detailed hand finishing in pockets that are sub 0.1 to 0.3mm in width which will produce minute asymmetries due to the scales we are working with by hand.
The "imperfections" that she specifically points out are on the underside of the ring. The underside of all rings prioritize function over form and is specifically rough sanded and polished to provide the upmost comfort when worn since it is not visible to anyone. Due to the heavy handed polishing on the underside to ensure even smoothness, some areas may look asymmetrical but this does not affect the visible top side of the ring.
We're incredibly sorry that the work was not up to her expectations, and we are happy to go above and beyond by accepting your return request. Our casting team consists of world class craftsmen with over 80+ years of experience leading casting houses at Tiffany's, Cartier, etc and our team has confirmed that the ring meets our stringent quality standards.
- Gema&Co Team
