Jeff
Site Experience FeedbackMay 1, 2026
Overall, I had a good experience working with the team, especially Elyssa and Sam, who were both responsive, patient, and helpful throughout the process. They were willing to request additional videos, answer detailed questions, and walk me through options, which I really appreciated.
That said, the website experience itself could be improved. Inventory feels inconsistent and changes very frequently, which makes it difficult to confidently compare options over time. Several diamonds I was seriously considering disappeared or showed as unavailable without clear explanation, which created uncertainty during the decision process.
There was also some confusion around media assets. In a few cases, sample images were used instead of actual diamond videos, and at one point I received duplicate videos labeled as different stones. When making a purchase at this level, having accurate, real, and clearly labeled visuals is critical.
I would also strongly recommend making real videos (360 or tweezer) more consistently available across listings, or clearly indicating when media is a sample vs. the actual stone. That would significantly improve trust and decision confidence.
Overall, the customer service was strong, but the website and inventory transparency could be improved to better support the buying experience.