East West Gem Co. — Local services in New York

Got engaged on Jan 10 when my fiance gave me the Harlow ring. Immediately, within 5 minutes of wearing the ring, I noticed that the stone was loose (I could turn it with my finger and I could hear a rattle). In a matter of seconds, I emailed EWGC about this issue and the ring was being sent back to the company the next day for repairs, as I was reassured by EWGC that this was not a normal issue. It'd take 2-3 weeks for the repair to be completed. On week two, I hadn't heard anything about my ring, so I reached out via email when I was informed that my ring was, "placed back in front of the artisans for a quick edit", which I wasn't aware of, as I thought it was only going back to be tightened. Again, I emailed them to question the edit and I was told that "the prongs weren't looking perfectly symmetrical". On week three, I reached back out for an update because my engagement photo shoot was coming up and I thought I'd have to cancel. EWGC responded and said that my ring was going in for polishing which was the last step before a final quality which was taking place within the next 2 days. Two days later, I received an email from EWGC informing me that during final quality checks, "the prongs were looking a little off" and they'd like to recast my setting to ensure that I don't have any issues with the ring moving forward. In the meantime, they had actually wanted to send me my ring back as is (faulty) for my engagement shoot and I'd mail it back to them when I was done. I immediately refused this offer as I did not want to be held responsible for a missing stone or bent prongs. I requested a full refund as it had been 1 month already and I still had not worn my ring. After requesting a refund and refusing their offer to mail me back a faulty ring for my photoshoot, I received the following email back from EWGC: "I just spoke with our Director of Operations who works in Orange County with our in-house production team so I was able to get some more clarification for you and I actually got great news. During the repair, the prongs were already looking a little too thin to edit so our artisans went ahead and preemptively recast your setting just in case the prongs became an issue. Since they already have the setting, they just need to get the stone swapped out for you so they can actually do this very quickly." - They also refused to honor a refund. I finally gave up and accepted the fact that I'd not be receiving a refund and received my ring two days after the last email. I wore the ring for a total of EIGHT days until one morning, I'm in my car, backing out of my driveway, when i see that a prong on the ring is COMPLETELY bent backwards. At this point, I'm just feeling defeated. I emailed EWGC immediately with a photo provided and requested a refund for the second time. EWGC finally agreed to give us a refund and I am never, ever, ever going back. This whole situation was extremely traumatizing LOL. I do NOT recommend EWGC's products, as beautiful as they are. You cannot call the company and speak to someone, rather you can call them and get an answering machine that tells you to contact them via EMAIL. Their customer service reps are extremely kind and quick at communicating, but overall, the entire process felt incredibly sketchy and unsupportive. Go elsewhere, y'all. And read reviews prior to...

I recently had the pleasure of engaging with east&westgemco's customer service team while purchasing an engagement ring, and I must say, it was an exemplary experience from start to finish.

Firstly, I was impressed by the promptness of their responses. Despite my numerous questions and requests for customization, they always replied swiftly, ensuring that no query went unanswered. Moreover, they were incredibly patient, taking the time to understand my preferences and guide me through the selection process.

What truly set east&west gemco's customer service apart was their personalized approach. Rather than treating me as just another customer, they made me feel valued and understood. They listened attentively to my requirements and provided thoughtful recommendations tailored to my needs and budget. Additionally, they offered valuable insights into diamond quality, ring settings, and design options, which helped me make an informed decision.

Furthermore, their transparency and honesty were refreshing. They were upfront about pricing, ensuring there were no hidden costs or surprises along the way. I appreciated their integrity and felt reassured knowing that I was dealing with a trustworthy company.

The level of attention to detail exhibited by the customer service team was exceptional. They went above and beyond to accommodate my requests, even arranging for a rush delivery to meet my tight timeline.

Overall, my experience with Emily and eastwestgemco customer service was nothing short of outstanding. Their professionalism, expertise, and dedication to customer satisfaction truly made the process of purchasing an engagement ring a memorable and enjoyable one. I would highly recommend them to anyone in search of a stress-free and personalized shopping experience for their...

I've followed EWGC for years and was so excited when they announced their new lab grown company, Created Rings. My shopping experience with Created and Emily specifically was fantastic and I loved trying on their styles, however, several issues occurred once my now-fiancé made a purchase. He first purchased a lab grown diamond ring, but a couple days after paying for that specific stone, he found out that it was sold to someone else. We brushed it off since they are a new company and are naturally experiencing some growing pains. A new (better quality) diamond was offered to him free of charge. 10 days before that ring was estimated to be completed (which was also just 16 days away from the date he planned to propose) he reached out for an update. She said that this second diamond had somehow not arrived in their shipment. She profusely apologized and again upgraded the quality of our now third stone. The ring ultimately arrived on time after being overnight-ed just 3 days before our proposal, but I felt terrible that my boyfriend had to deal with such added stress! The diamond itself is gorgeous and I believe we paid a fair price (especially after all of the upgrades) but after several days of wearing the ring, I have noticed some slight quality issues with the setting (i.e., the stone sits very slightly crooked in the prongs — a minor issue, but another issue nonetheless). My ring needs to be resized (no one's fault) and we are considering going to a local reputable jeweler to ensure that it is in good hands — both quality assurance and to avoid any...