Customer feedback shows consistent praise for responsive sales staff (names frequently cited include Jonathan, Vishal and Christina), clear online tools and strong stone quality. Many buyers highlight fast delivery, helpful order updates and included documentation such as appraisal reports. There are isolated but significant complaints about setting durability, shipping protection and warranty handling that led to repair costs. Prospective buyers should request lab reports, confirm warranty and post-sale repair policies, and ask about packaging/shipping protections before ordering.
Examples from available reviews (Feb 2023 – Feb 2026).
A baguette diamond fell out and the setting quality failed shortly after.
“the baguette diamond fell out of one side.”
Center stone sustained scratches from the matching band during shipping.
“I was able to identify a long scar and multiple marks where the matching band made impact on the center stone.”
Jonathan provided friendly, patient service and delivered the ring as promised.
“it looked EXACTLY like the CAD and even more beautiful in person!”
The diamond ring purchased was exceptional quality with appraisal included.
“The diamond ring I purchased is of exceptional quality.”
Most reviewers describe helpful, patient sales staff and straightforward processes (exchanges, returns). One review reports poor post-sale service and warranty handling.
Multiple customers note competitive or fair pricing and upgrades at no extra cost; a small number say quality or warranty issues reduced perceived value.
Reviewers cite an easy website, clear photos/CAD previews, fast delivery and simple returns. A few mention shipping/packaging problems that affected the item.
Many shoppers report high-quality stones, accurate representations and good craftsmanship; a minority report setting failures, loose or lost stones and resulting repair costs.
Frequent mentions of responsive, named associates and timely order updates. One reviewer noted good pre-sale communication but poor post-sale follow-up.
Most reviewers recommend GemsNY, report repeat purchases and satisfaction; isolated negative experiences relate to settings, shipping damage or warranty support.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (21) · bbb.org (9) · Quotes shortened · As of: February 2026
Lovely ring, professional customer service, and fast shipping made a 5-star experience.
“The ring is lovely, the customer service was incredibly professional”
Return and exchange process was very easy and simple.
“Return process was very easy.”
Sales associate Christina helped resolve order issues and exchanges.
“Christina deserves two thumbs up!”
The diamond ring purchased was exceptional quality with appraisal included.
“The diamond ring I purchased is of exceptional quality.”
GemsNY built ruby earrings at a competitive price with close communication.
“GemsNY built the earrings for me at a very competitive price.”
Jonathan communicated throughout the order and the stone exceeded expectations.
“The communication from Jonathan in regard to the status of my order was phenomenal.”
Excellent service and quality; Jonathan helped get the desired ring affordably.
“Excellent service and quality.”
Jonathan provided friendly, patient service and delivered the ring as promised.
“it looked EXACTLY like the CAD and even more beautiful in person!”
Jonathan was patient and knowledgeable and the ring exceeded expectations.
“He was extremely patient, helpful, and knowledgeable.”
Jonathan upgraded the diamonds to larger, better quality stones at same price.
“He then selected 2 diamonds of a larger size, better cut, better quality”
A baguette diamond fell out and the setting quality failed shortly after.
“the baguette diamond fell out of one side.”
Vishal made the online purchase easy with great communication throughout.
“Vishal made my online purchase so easy!”
GemsNY matched a fallen side stone and provided fair pricing and service.
“Their pricing is very fair and their service is excellent.”
Custom three-stone ring was beautiful and of wonderful quality.
“I absolutely love the ring they made for us!!”
Website was easy to use and the chosen ruby arrived within two days.
“Website is extremely easy to use, clear photos/videos of each stone.”
Center stone sustained scratches from the matching band during shipping.
“I was able to identify a long scar and multiple marks where the matching band made impact on the center stone.”
Phenomenal customer service, excellent communication, and a superb product overall.
“Phenomenal customer service excellent communication and superb product”
Purchased sapphires and rubies exceeded expectations and service was outstanding.
“I love the sapphires and rubies I purchased, and I was blown away by the quality.”
Fair price, top-notch craftsmanship, and the ring arrived faster than promised.
“The price was fair, the quality and craftsmanship top notch and delivery speedy”
Team helped select a Colombian emerald which was mesmerizing and impressive.
“There’s nothing as mesmerizing as a quality Colombian emerald!”
Vishal resolved issues and was a pleasure to work with overall.
“A real pleasure to work with Vishal.”
Customizable gems arrive beautifully made with documentation and a classy wooden box.
“It includes document papers and appraisels and arrives in classy wooden box.”
Natural alexandrites received were top quality with matched dimensions and clarity.
“the pair of rounds were dimensionally the exact same.”
GemsNY professionally remade family jewelry and provided superior gem selection options.
“Our experience with REMOVEDand REMOVEDat GemsNY was extremely smooth and professional.”
Team was helpful and the purchased diamond ring was of exceptional quality.
“The diamond ring I purchased is of exceptional quality.”
Excellent service and quality; helped find the desired ring at an affordable price.
“I highly recommend.Excellent service and quality.I love my diamond ring.”
Representative was patient, helpful, and knowledgeable and the ring arrived quickly.
“He was extremely patient, helpful, and knowledgeable.”
GemsNY is trustworthy and the team goes above and beyond for customers.
“Gemsny is an amazing and helpful business.”
A baguette diamond fell out after two months and warranty did not cover it.
“the baguette diamond fell out of one side.”
GemsNY matched a fallen tsavorite and provided fair pricing and excellent service.
“One of the stones fell out, and GemsNY was able to provide me with a match”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
GemsNY is an online gemstone and custom-jewelry retailer based in New York City. The company focuses on loose colored gemstones, diamonds and made-to-order settings for both consumers and trade. Shoppers commonly use the site to select stones and commission custom mountings; when comparing vendors, verify lab reports, warranties and shipping protections.