How Gemvara.com Blew My Mind

I rarely plug eCommerce sites unless I really, really love them.

Gemvara.com has just blown my mind.

It's not only because my wife really loves the platinum, diamond, black diamond, and sapphire ring I designed and bought for her on their site. And it's not because the shopping experience was all that great, though it was really very good and fun to use.

They won my loyalty and my evangelizing because of a mistake they made and then corrected. Gemvara turned a potentially bad situation into one that will probably, in the long run, benefit them - because I'm going to blab about it and hopefully so will others. The picture below is of a handwritten note from their CEO, Janet Holian and a sizable check from them.

Gemvara reached out to me because of a potential issue with one of the stones in that ring that I had bought over a year ago. They explained the issue, apologized and asked that we send the ring back for inspection. They told me that if the stone was fine, they would give us $500 for our trouble and get it back to us ASAP. However if there was a problem, they would refund the entire purchase, replace the gemstone, polish the ring, and send it back to us - a beautiful, free, perfect ring.

As it turned out, there was a problem with the stone. We never would have known about it. Never ever.

The fact is that they were tested, and passed. They could've gotten away with something and yet had the integrity to go above and beyond not only fixing it, but truly making it beyond right with their customers. Frankly I'm just not used to customer service like that - mind-blowing.

Thank you Gemvara - both for the refund and the beautiful ring.

You run an admirable, innovative and trustworthy online store. We'll be back.