RockRush - Lab Grown Diamond Jewelry — Local services in New York

I recently visited this store with my father around two weeks before Christmas, looking for a special gift for my mother. The staff was fantastic, and they custom-created a beautiful necklace that I thought was perfect. However, my mom felt it was too large for an everyday piece of jewelry. I contacted Max, and he kindly offered an exchange, which I appreciated.

Unfortunately, when we exchanged the necklace, my father didn't like the new one, and since he was the purchaser, we decided to look for a chain that would satisfy both him and my mom. Reluctantly, I reached out to Max again to request another exchange, hoping we could find a suitable option.

What happened next was disappointing. I received a text from Max that felt almost hostile. He stated that he had already done us a "favor" by exchanging the necklace at price he did initially. However, the store's return policy states that purchases are valid for exchanges and returns within 60 days (which is clearly stated on their website) so this was not a "favor" but required as the necklace was received on 12/24. Additionally, he could have mentioned this holiday sale pricing when we were at the store on 1/3. We have no problem paying more for a necklace that would make everyone happy.

Another issue is, when I first reached out, Max didn’t mention the option of an original return, otherwise, we would have pursued that route.

It’s frustrating to feel like we were treated unfairly, especially when we were simply trying to find a piece that would work for my mom and was in line with their store policy. While I appreciate the initial customer service, the lack of transparency around returns and the dismissive response has left me questioning whether I'd shop here again.

Update: Per the response to my review, neither my mother, my father, or myself were informed of any of these policies that differ from website during the purchasing or...

I purchased a beautiful ring very recently and could not have been more pleased with the products beauty and quality while, at the same time, the service I received was top-notch.

I worked with Peter, whose knowledge of products and the jewelry industry at-large was obvious from the outset.

Given I was making a high-value purchase, I started at RockRush but got proposals from four other reputable shops to be sure I was getting the best possible deal in terms of product quality and price. Ultimately, shopping around made the decision to buy from Peter and RockRush that much easier.

Bottom line: while there are many outlets claiming to lead the pack in the high-end diamond/jewelry market, it is clear to me that RockRush...

I had an absolutely fantastic experience at Rock Rush! From the moment I walked in, I was greeted warmly and felt like a valued customer. Johanna was incredibly knowledgeable and helped me find the perfect piece of jewelry that suited my style and budget. They patiently answered all my questions and provided expert advice without any pressure to make a purchase. Not only did I find exactly what I was looking for, but the customer service was top-notch throughout my visit. I left feeling confident in my purchase and grateful for the wonderful service I received. I highly recommend RockRush to anyone looking for a memorable shopping experience and exquisite jewelry. I'll definitely be returning...