MAYA CAROLEENA JEWELERS — Local services in Gilbert

I am devastated. I trusted this jeweler with one of the most meaningful possessions I own—my wedding ring—and she cracked the diamond. We brought it in for a minor repair, and when we got it back, there was a visible fracture that absolutely wasn’t there before. When we brought it to her attention with photographic proof, she became incredibly condescending, defensive, and dismissive.

She repeatedly said, “I’ve never cracked a diamond” like a broken record, refusing to take any responsibility. Instead of trying to resolve the issue professionally, she tried to deflect blame by pointing out other "impurities" in the diamond—as if that somehow makes it okay to damage the most visible and precious part of the ring. She looked at us with a fake, smug smile that made it clear she had no intention of helping and acted like we were beneath her.

This has been heartbreaking. A business that handles sentimental, high-value items should treat customers with respect and care. I wouldn’t trust this place with a plastic ring, let alone a diamond again.

EDIT:

Thank you for your response, but I want to clarify a few things—because your reply misrepresents both the timeline and the experience I had at your store.

You say you're waiting for documents from me. But what you didn't mention is that when I brought in photographic proof of the crack that wasn’t there before the repair, you dismissed it without even looking closely. Instead of acknowledging any possibility of fault, you became immediately defensive and repeatedly said, “I’ve never cracked a diamond”—a line you stated more than five times, like it was a script. At no point did you take accountability or show concern for what I was going through. Your demeanor, tone, and body language made it clear you were not open to real resolution.

You also tried to shift blame by pointing out other inclusions in the stone—ones that had nothing to do with the very obvious and very new crack that appeared after your repair. While I understand diamonds can have internal characteristics, this crack was different, sudden, and visibly on the table facet—it was not there before I brought the ring to you.

What hurts most isn’t just the crack itself—it’s how I was treated when I brought it to your attention. Your smile was not one of empathy; it was dismissive and condescending. That experience is what led to my review.

If you were truly willing to work toward a resolution, the tone and approach would’ve been very different from the one I experienced in your store.

I remain open to a fair resolution—but not one that places the burden solely on me to prove something I’ve already shown you, and not one that gaslights what happened...

At the Gem show we met owner Nabil. Nabil stood out among the many dealers and his diamonds were magnicent. He helped us to get out of the box with an oval cut where we had rectangle always. I mentioned that I loved blue diamonds and a light bulb went off. He pulled out the oval with a slight blue hue. It was love at first sight! A previous jeweler harmed the mount and Nabil said he would get it fixed. My boyfriend talked shop with him since he had worked at jewelry stores. Nabil agreed with my boyfriend to set it with the same tension setting and diamond set flush with the mount, keeping the integrity of our ring. My white princess cut diamonds enhanced the stone's blue hue. He said we would be amazed when we got my ring back. He did not disappoint. Also, he and his family were wonderful and gained our trust in handing my ring to them and getting the stone back that I bought in the setting. Because it is Valentine's Day and there was a snag in shipping, Nabil personally drove from Gilbert to Tucson so my boyfriend could give it to me TONIGHT. Nabil has gone over and above any expected service with delivery of an amazing ring. This shop has earned their 5 star review, wish I could give them a 10, since my ring is PERFECT!

RL and...

I brought my ring into the store because I lost the diamond. The owner told me diamonds fall when they are set in a 6 prong setting, he said they will set my diamond in a 4 prong setting and I will love it. The ring was set in a very thin small setting and looks awful. I told him I was unhappy and he said he would be glad to fix it but I need to pay. I told him I wanted it to look the same as I brought it in, he said how would I know what it looked like. What the heck the only thing missing when I brought the ring in was the diamond he could clearly see what the ring looked like!!! Instead they changed the look by giving me a very small thin setting which does not accent the diamond. I’m so disappointed they completely ruined the design of my wedding ring that I have had for 25yrs. They also took a link out of my $2000 bracelet and didn’t give me the gold link they removed. I do not recommend this jewelry store to anyone!! If you haven’t had an issue with them consider yourself very lucky. I’m so sorry I went to Maya Caroleena...