Christa R.
Necklace clasp broke on first wear
Update: I’m updating this review because Gem Jewelers ultimately agreed to issue me an 85% refund after approximately eight months, following mediation through the Miami-Dade Consumer Protection Division. I appreciate that they ultimately resolved the matter. The two most important things I want prospective buyers to know are: • THE COMPANY’S EXCHANGE POLICY: EXCHANGED ITEMS ARE NOT ELIGIBLE FOR A REFUND. • The company’s return policy: “Items must be returned in their original condition. Defective or broken items will not be accepted for return.” My experience began when I purchased a 5.5-carat diamond tennis necklace. I was unhappy with it because it flipped while being worn, so I exchanged it for a Riviera diamond necklace. Unfortunately, the clasp on the replacement Riviera necklace broke when I tried it on. I immediately requested to return it for a refund, but my request was denied because it was an exchange and damaged. They did offer to repair or replace the necklace. The diamonds themselves appeared well cut, bright, and sparkly, and the staff was consistently courteous in their communications. I’m updating my review to reflect the final outcome while also helping future customers understand the company’s return and exchange policies before making a purchase. Original Review: I would not recommend purchasing from Gem Jewelers Co. I purchased a Riviera diamond necklace. The clasp broke the first time I tried it on. I immediately contacted the company and requested an RMA to return the necklace for a refund, but my request was denied. The company offered to repair the necklace, which I declined given that a brand-new item had already failed before any actual use. I also observed discoloration on portions of the necklace represented as 14k gold. In response to a complaint I filed with the Pennsylvania Attorney General, the company stated that the transaction was an exchange and therefore not eligible for a refund. However, at the time of the exchange, I was not informed that I would be forfeiting my right to return the item for a refund. The only reference to this limitation appeared in an electronic replacement invoice I was asked to sign, and it was not presented in a way that clearly highlighted such a significant change in return rights. I disputed the charges with my credit card issuer. The chargebacks were declined by the merchant’s bank on the basis that the merchandise was reported as not returned or still in my possession, and the charges were ultimately upheld. I was informed by my bank that it cannot compel a merchant to issue a refund once the merchant’s bank rejects a dispute. Based on my experience, I was disappointed by both the product quality and the company’s handling of the matter. The return and exchange terms were not clearly disclosed in a way that allowed for informed consent at the time of purchase and were applied in a way that was not transparent in practice. I hope this review helps other buyers understand the company’s practices and the limitations of credit card dispute protections when a merchant contests a charge.
Response from Gem JewelersJun 21, 2026
Hello, and thank you for your review. We want to provide accurate information for anyone reading. This necklace was originally ordered as the 3-prong style. You then asked us to accommodate an exchange for the Riviera, graduated style, which we did. Shortly after wearing it and taking it off, you reported that it had broken and reached out to us about it. Before your necklace was shipped, our team photographed and recorded it in perfect condition with time and date stamped files. These images were sent to you immediately after you reported the issue so you could see the exact condition at the moment it left our facility. During our communication, you confirmed that you tried the necklace on and that it broke while you were wearing it. We explained that this type of break can occur if the necklace is tugged or pulled with more force than intended. We are glad to replace the necklace, and we want anyone reading this to know that every piece we make is inspected before it ships. We stand behind our products and offer a lifetime warranty on everything we sell. That said, our policy does not allow a refund on an item that was returned damaged after it left our facility in confirmed undamaged condition, which is why we were not able to honor a refund request here. We have offered, and continue to offer, to repair or replace the necklace at no cost and to professionally inspect it for you. We understand this matter has also been raised with the Attorney General's office. That process does not change the facts here or our position. Please feel free to reach out if you would like us to assist with the repair or replacement. We remain here to help. Best, Melissa