Jennifer C.
Flipping necklace, non-existent customer service
I made a very expensive online purchase here based on the Trustpilot reviews so it's important to relay my recent experience. 5 weeks ago I ordered an adjustable tennis necklace and was assured it would NOT flip despite its adjustable nature. It arrived and immediately flipped no matter which direction I put it on. I called in a panic and was told there was no one who could speak with me about the issue, that I needed to SCHEDULE a phone call. I emailed videos of the defective item while waiting. 4 days later/1 hour before the first available scheduled call, they asked me to cancel the call and send the necklace back so they could see it in person. They also said they would need to make it a fixed length as the clasp on the adjustable portion of the necklace was likely causing it to flip. I shipped it back that day, June 23, and I was told on June 24th that they would provide me with an update when it arrived. It arrived June 26th- no update. On July 1st I emailed and got a response that they would provide an update on July 2. No update. On July 7th I again emailed asking for an update and they blamed the holiday weekend and promised an update by end of day. No update. I emailed yet again today July 13th and have not received a response. So I paid for an expensive necklace 5 weeks ago that was not as advertised, that I no longer possess, and the customer service to address this has been non-existent. They are also advertising free diamond studs with all orders $1500+ and when I asked about that in one email I was ignored.
Response from Gem JewelersJul 14, 2026
Hi Jennifer, Thank you for taking the time to share this, and we sincerely apologize for the experience you've had. This is not the level of service or quality we aim to deliver, and we want to make it right. After checking your account, it seems our team worked with you on a custom adjustable bezel necklace. Adjustable designs are more complex to construct than our standard fixed length pieces, since the setting has to hold its shape correctly no matter how the length is adjusted. We wanted to accommodate your custom request as you envisioned it. Once you reported that the necklace was flipping and not laying correctly, we took responsibility right away. Rather than attempt a partial fix, we agreed to fully exchange and remake the piece as a non-adjustable 15 inch necklace with a secure lock closure, a sturdier and more stable setting overall, at no additional cost to you. We wanted the final piece to be something you'd be genuinely happy wearing, not a patched version of the original issue. We hold every piece to a standard where it needs to be right before it goes out the door, and a custom rebuild like this takes time to do properly, so it took slightly longer than expected. We also want to acknowledge that our communication during this process fell short. Between the July 4th holiday and the usual summer season, our team was stretched thinner than normal, which affected how quickly we could keep you updated. We're sorry for that gap, and we're taking steps to do better. I can see here that a team member reached out to you again this morning. We are here if you need anything further, please feel free to reach out any time. Sorry again, and we look forward to helping you again in the near future. Best, Christine