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Slow to ship, rarely answer phone calls, canceled my order instead of shipping it after 1 month
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I placed two online orders with Moissanite Jewelry Shop (Brilliant Gems, LLC). The stated maximum processing time on their website is 3-5 business days. When this was exceeded, I inquired about the delay and was told that the manufacturer was waiting on
a center stone for one of the purchases and simply that they were "aware" of the other purchase and would ship asap. After several more weeks of waiting with no status change, I made additional efforts to contact the company by phone and finally reached a
customer service rep who was polite, but unable to provide any additional information. During the last few weeks the only response I could get was that they were sending messages to their production/shipping department for an update, but no updates ever came.
Requests to speak with a manager or the owner were ignored. Ultimately, I was notified by e-mail that my orders were canceled without my consent one month after they were placed and I am currently awaiting a refund. If I do not receive it, I will have to file
a claim with the credit card company.
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