I have a problem that I hope someone out there can help me with. I
made a wedding ring for a client less than a year ago with 5- 3mm
round brilliant cut green moissanites. She broke one and now I find
out that both Stuller or Rio Grande discontinued carrying them. This
morning I called Charles & Colvard, the manufacturer because when my
client called the company, they told her to call the jeweler who made
it! Get that! A big company like that not taking responsibility for
their own product! Nothing wrong with the ring…it’s the stone!
It came with a Limited Lifetime Warranty, which my customer put in
her return package to me. And now, they no longer make green
moissanites, and couldn’t refer me to “ANYONE” else who might sell
loose green moissanite. I find that incredulous! How can you not know
who your customers are?
I’ve spoken to Charles & Covard LTD three times today w/ three
different employees. The last employee advised me to call Stuller
back, their SPECIAL orders Department, and ask them to order one for
me. HOWEVER, there was no guarantee the stones would match in
color…“did I purchase the light or the medium colored green
moissanites”? If it was the medium green, definetly there are no
others". Color values were never mentioned to me when I made the
original purchase. In addition, when I asked “why” they were no
longer manufacturing this product I was told( three times by each
employee with the exact pat response) “the company has decided to
focus their resources on colorless moissanites.” Hmmmmmmm. Well, I
also spoke to my good friend David Huffman who told me he put one
into a ring for a family member and it broke too!
As this day progressed the plot is getting thicker. I got on the
internet searching for the replacement stone and called someone
advertising “loose” moissanites. After several phone calls to one
advertiser I was told they no longer carried them. As this person
didn’t have any vested interest in the company she innocently added
that she was told by the company that “they were having problems with
the green moissaintes, not finding them strong enough, and were not
holding up, so they were in the process of revising them in the
laboratory”. Hmmmmmmmmm…not what I was told. So, what
about my customers Limited Lifetime Warranty?? What good is it? When
I re-read the warranty I read nothing but an empty gesture…totally
meaningless and of no value. At this point I am unsure whether to
even replace the stone if I do find one but since the hardness is
supposed to be 9.25, perhaps "this was a"fluke…totally unusual"
as a Charles Covard company employee told me on the phone today!
Durable, wearable…but it’s utterly void if there is no
option for replacing a broken stone.
What does this say for other synthetics? If they come and go like
seasonal wardrobes who would even consider using these stones for
any jewelry that one would actually wear for fear of the now known
reality…they don’t hold up(in the washer).
If anyone out there does have one please call me at 231-348-6173 or
email me at my address below.
Thanks for allowing me to vent my frustrations of having spent my
entire day looking for a $20.00 stone for a lovely customer.
Mary Ann Archer