Charles & Colvard — Local services in Morrisville

UPDATE: The original engagement plans are still ruined, but C&C at least did refund the entire cost of the engagement ring.

I found Charles & Colvard online and while browsing through their selection of jewelry, I decided to purchase an engagement ring from them. Their website states that lab grown diamonds will be shipped out 15 business days after placing the order. In addition, I opted for guaranteed 2-day shipping. I placed the order on 11/20/2024, thinking the ring should arrive no later than 12/17, given that there was Thanksgiving in between. To make the engagement a special and unforgettable experience, I had booked a vacation and several special activities. Everything was lined up and going to be a fantastic surprise for my girlfriend.

Unfortunately, the incompetence of Charles & Colvard is unmatched to that day. Never have I dealt with such a low degree of professionalism, making me wonder why they are still in business.

After ordering the engagement ring, I immediately received confirmation via email that the estimated shipping date will be 12/12/2025. Not having heard anything further from them, I inquired about the status of the ring via email on 12/13/2025. I did not receive a response. I then went ahead and called them several times, but nobody picked up the phone. My last resort was using their chat feature on their website, and I was finally able to communicate with someone from their team. I was informed that they are running behind and that the ring won’t be shipped out any time soon. This is crucial information a serious business would relay to their customer right away. Not at Chales & Colvard. With them, the customer is being ignored for weeks and has to follow up on the status of the order on their own and hope that customer service is available at that moment.

However, during the chat I was promised that the ring will arrive before my girlfriend, and I had out on vacation (12/20/2024). On 12/18/2024, I had to follow up with them once again (via chat). I was then told that they are still working on the ring, and it won’t ship out until early January.

So, there it was. Vacation ruined. Engagement ruined. Thousands of dollars spent for nothing, caused by the unprofessionalism Charles & Colvard puts on display.

After this horrible experience, the ring finally arrived on 1/2/2025. I wish the ordeal would stop with that. However, Charles & Colvard, once again, proved that they should not be in business anymore. Instead of ring size 7.25, they manufactured and delivered a ring sized 7.75. Completely useless! I contacted them right away and on 1/3/2025 they sent me a FedEx label so I can ship back the ring for them to resize it. We were out that weekend so I could not ship it back until 1/7/2025. At the FedEx store, I learned that Charles & Colvard - as unprofessional as they are – sent a FedEx Ground label only, causing the ring to be in transfer for 7 days. I shipped it out on 1/7, it arrived on 1/14/2025. Of course, I had to follow up with them again and ask if they received the ring as they don’t deem it appropriate to let me know whether the ring, worth several thousands, made it there safely or not. They finally confirmed receipt of the ring.

A week later, after radio silence, I followed up with them what’s taking so long, since resizing a ring is a matter of hours, not days. A day later they notified me that resizing takes 15 business days. Just unbelievable!

Those 15 business days were up on 2/4/2025. Instead of having the ring resized by that day, I received another email, stating the ring cannot be resized, but will have to be remade. It will take another 15 business days. At that point, I’ve lost the last bit of trust I had in this business. I don’t believe this ring will ever make it back to me and if it does, there will be something wrong with it again.

I can only urge everyone to stay away from this business and to go to Brilliant Earth, or anywhere else. Just stay away from these amateurs! They don’t deserve our business and will hopefully shut their...

I have changed the rating to 2 stars since my review last year. The same stone that fell out three months after my engagement has now fallen out again. I do not sleep with my ring on, I don’t fold laundry with it on, I don’t clean with it on, and don’t workout with it even near me. I am more cautious than I should be because I am afraid of damaging this ring; to which it STILL has a defect and and the stone has fallen out again. I am extremely upset because this ring is supposed to last the rest of my life. I can only hope the repair process will go smoother and quicker than last year when it took two months to receive my ring back.

EDITED Love love love the jewels themselves. The three stars is for customer service. After 1.5 months of waiting for a repair/resize, I finally was able to contact someone and receive an update on my engagement ring. This is after two or so weeks of being told by Margie in customer service that updates weren’t provided on repairs. I had the ring for three months before a jewel fell out of the band. The first person I spoke to, Monique, told me that my repair was not done and that she would need to reach out to the jewelry team for an update. I asked if I should follow up in any amount of time if I did not hear anything and was told that I would have an update within the hour. 3 days later and I have not heard a thing from Monique. Luckily I was able to reach another rep, Summer, who looked into things for me and was able to update me that my ring should be shipped to me no later that Tuesday. Thankful for the information, but still hesitant to believe anything after the run around and lack of information between employees within the same department and company. I would hope that since it is a local company that customer service would be a lot better, but it deters me from recommending anything to family/friends especially if they are out of town.

EDIT** As a follow up to my previous review, I never heard from whoever was supposed to follow up with me about the issue. Tuesday came and went with no ring and no shipping information. I had my fiancé reach out to help get to the bottom of this. Monique told my fiancé that the ring would be shipped by Thursday. This is now the third bit of different information given to us by the same department. I decided to reach out and see if I would also receive different information, and was adamently told by Mena that my ring was an eBay purchase and i would need to reach out to eBay for information. This ring was bought directly through an employee of this company with no connection to eBay at all. After all of this misinformation and difference between employees, my fiancé reached out to the man who sent him the original invoice and was able to receive some more concrete information. My ring was delivered Thursday in good condition, but a completely different ring box than what I sent it in. I never received that box back and it was what I was proposed to with, which is very upsetting to me. I also received a new warranty card and the sku number is different on the new invoice, which leads me to be very skeptical about the whole process. I have reached out for further information and will be waiting to see what the answers to my...

I purchased a ring from CC a few years ago for my wife and the transaction went smooth and she really liked it. She took it in to the local CC over a month ago to be resized. They offered to resize it right then but they were concerned about the stone becoming loose and would rather take their time but said it would be done in a day or so. We started calling asking if it was ready after a week and no one would call us back. Finally I got someone to answer around 10 days ago, they were very confused and had to call me back. Finally I did get a call back and the lady said the ring was mailed to the original shipping address which we moved from years ago, we were originally told we would have to come back in to pick it up and had no idea it was going to be mailed. Luckily the receiver returned it to CC where they held onto it without letting us know anything for weeks. When I called ten days ago and they finally figured out what was going on she asked for a current address to ship the ring back. I gave here our home address and that was that. It has now been 10 days and still no ring. I called 3 times Friday and left a voicemail once and no response. A tracking number was sent to my wife but it is not enough digits to be valid, not to mention we are only around 30 miles away so its not like the shipping process should take very long. I am very frustrated and disappointed in the complete lack of organization and communication...