The Art of Jewels — Local services in San Francisco

I rarely write reviews but I feel like I have to in this case. Hopefully I won’t get a patronizing response trying to make up an excuse, such as I see it’s the custom with people that have given one star reviews.
I was going to purchase jewelry as a gift from a local store in San Francisco; and somehow landed on the website of The Art of Jewels.
I ordered an emerald ring for my sister’s birthday, I wasn’t too concerned about the delivery time because I knew they were probably overflowing with orders for Christmas.
I sent a message in the website asking just to remove the price tag.
They replied quite quickly, cause you know, that’s how it is when you just purchased something; but if you’re trying to reach out to customer service, it’s a never ending game.
My sister received the ring without price tag, but also without any specifications about the ring; which I thought was disappointing.
She then reached out to me and said “please don’t be mad, but the ring has a small scratch, do you think you can contact them?”
Sure. So I did, I don’t know the lingo so I made a mistake the first time I reached out, unfortunately my customer associate Lisa hasn’t been helpful AT ALL.
I told her that my sister also works in customer service for a jewelry store, so she’s definitely more aware than I am when a product has something wrong.
Lisa; without even asking for a picture, said that it was an inclusion and pretty much ended the conversation.
Had to send her an email again, saying it wasn’t an inclusion, but I guess the fact that since the beginning she wasn’t apologizing or even trying to make it up; was just disappointing.
After many messages and back and forth from me literally begging to reply emails I had to ask her directly if there was something that could be done. To what she “apologized” and said, sure it can be exchanged.
I’m gonna say that after all those interactions I also started loosing patience and replying not in the nicest way, I just can’t understand how someone can be so unhelpful with a paying customer.
Last email I received was from her was asking the location where the ring was sent.
Nothing more.
I had to sent yet another email yesterday, still no response.

My sister’s birthday was on December 8th, the ring was received on December 11th.
It’s January 3rd and Lisa hasn’t been able to come up with any solution.
It’s almost as if she was going to have to pay to get it fixed, like, what’s the problem of just doing an exchange? I don’t get it.
I honestly have never experienced something like this before; and I’m for sure not buying from this company again.

After posting this review on trust pilot, they got back to me. They constantly change customer service associate so it's very tedious to explain everyone the same thing over and over again.
Not ONCE did they ask me for a picture of the ring, they just kept saying it was an inclusion. On Friday January 12th I received a phone call from Dawn who was apparently really nice and helpful. We had agreed I'd send an email with the ring my sister would like to exchange.
Long story short ny sister didn't know this so she tried calling them, to see what was going on. Shocker; they were rude to her.
Now Dawn sends me on the 13th an email to say basically that my sister was rude and they won't do an exchange.
What kind of professionalism is that?
Very important NOTE: on Friday she assured me it was an inclusion on the gem; after fighting over the phone on Saturday I gave up and told her I wanted a refund. She said "yes, we will send a shipping label so you can send back the ring" I said "what are you talking about? I sent the ring and according to fedex you received it on Monday, so you're telling me you haven't even seen the ring/didn't know it had been received and still assured me it was an inclusion?" to what she then realized that she was caught in a lie and said "of course I haven't seen it, I have a team for that" 
DO NOT WASTE YOUR TIME, ENERGY AND MONEY IN THIS STORE. There are so many more options out...

In October 2023, I purchased a diamond from The Art of Jewels after encountering their advertisement online. Initially drawn in by their competitive pricing and a compelling 30-day money-back guarantee, I decided to investigate further. My interaction with their customer service, particularly with co-founder Adi, was exceptional and left a lasting impression. Adi patiently addressed all my queries, demonstrating a deep knowledge of their products and policies. His dedication to ensuring I felt informed and confident in my purchase was commendable.

Following my purchase, I sought validation of the diamond's value from multiple jewelers. Without disclosing my purchase price initially, each jeweler estimated a significantly higher price for a similar lab-grown diamond with comparable GIA certification. Upon revealing the price I paid, their unanimous response was that I had secured a remarkable deal. This experience not only reaffirmed the quality and value of The Art of Jewels' offerings but also underscored their commitment to transparency and customer satisfaction.

I have since recommended The Art of Jewels to numerous friends and colleagues based on my positive experience, confident in their ability to provide both quality products and exemplary customer service.

Overall, my experience with The Art of Jewels has been exceedingly positive. From their competitive pricing and transparent policies to their knowledgeable and dedicated team, they have earned my trust and recommendation in the realm of fine lab grown...

To make the story short. We got engaged with silicone rings. We began the journey of shopping for a clean diamond. Bumped in to Rara Carat, great customer service and tha's all. Bought from them a VS2 2.52 CW letter G round diamond and a setring called Cassidy for near $7.000. Scrolling on Instagram I saw an advertisement for Art of Jewels. I loved to read they had a shop I could visit. I remember my fiancé telling me about them and wanting to go there. I guess i should have listened I contacted them and Adi replied to me even late at night. The next day I was in the store in San Francisco, we found a 3.53 CW VS1 letter E amazing diamond IGI certified for a 3rd of the cost. Soon after Adi and I designed my ring between Cassidy and Alina band, totally custom made ♡ The art of jewels have delivered the MOST AMAZING ring and 5 days earlier then expected. I'm so absolutely over the moon! I can't tell you in words the amazing improvement we did by choosing them and $3.000 dollars less. Rare carat gifted me for the purchase of my ring 3/4 diamond studs. Art of jewels gifted me 1/2 CW each earing instead. This is an absolute treat. 100% Reccomend!!! P.s I asked Rare Carat Upon returning the prior ring why so much difference in price, all they said was...well diamond prices are...