Customer service blowing my mind...just apologize please!
I have been a fan of gorjana and have purchased a few times, but I made an order 7 days before Valentine's Day for a Valentine's Day gift, based on an email from gorjana saying Order by Tonight to receive your gift by Valentine's Day. Well, it is now three days AFTER Valentine's and it's not here yet. It's scheduled to come in two more days, so FIVE days late.The MOST FRUSTRATING part is that their customer service, both when I emailed and called, has been so rude. They haven't done as much as even offer an apology. Both people I've communicated with said it's not technically a delay so there is nothing they can do. They talk to me like it's my fault and that their website says it can take longer, so what are you even complaining about? Unbelievable.
Shawn C.
Great after sales service
While I have seen many negative reviews, I personally have been extremely satisfied with their after sales service.I purchased a simple G ring. The price was not particularly higher than other brands, and I loved it so much that I wore it every day. After about a year, it became slightly misshapen, so I brought it into the store. They very kindly replaced it for me without any hassle.I have also had other items exchanged in the past, and each time they handled it with great kindness. They never questioned how I had used the jewelry or asked for detailed purchase history. They simply provided a smooth and pleasant replacement experience.I honestly do not know of any other brand in this price range that offers complimentary replacements like this. It gives me peace of mind knowing that I can continue wearing my favorite jewelry for years to come.If I find a design I like, I try to purchase it from gorjana whenever possible.
Elly
Beautiful Earrings
Bought some diamond earrings in the store. Very pretty. Great Customer Service. Thank you McKenna. Will be back.
Greg Rogers
I was gifted the Amour bracelet for my…
I was gifted the Amour bracelet for my birthday two years ago and within 3 months it broke off and turned colors from simple hand washing. My boyfriend then got me another one because he knew how much I adored it and it has again broke and this time I can not find it. So upsetting it meant a lot to me. ❤️
Diana Miller
In store visited
Please be advised regarding the employee Sofia/Sophia at the Walnut Creek location. I felt uncomfortable with her behavior, as she appeared to gossip and make judgmental remarks about customers who wish to return or exchange items. As someone who is naturally indecisive when it comes to jewelry, I may exchange items even when they are still in excellent condition—which is entirely within my right as a paying customer.I hope no other customer is made to feel uncertain or uncomfortable while shopping, as I was. Unfortunately, I found this employee’s attitude to be unprofessional and rude, and not reflective of the level of customer service expected in this role.
Kath Romero
Customer policies are not good
Original Review:I was disappointed by the customer service policies here. I received a ring as a gift with a basic heart engraving, but it was slightly too large. Because it was engraved, I was told it couldn't be returned or exchanged—which I'd understand for a truly custom design, but this is one of their standard engraving options available to all customers.When I asked if they could resize it, they said they don't offer that service. Unfortunately, they didn't suggest any alternatives like store credit, a referral to a jeweler who could help, or even a discount on ordering the correct size. The lack of problem-solving was frustrating, especially at this price point where you expect attentive customer care. Would not recommend.Response to Company Reply (1/6):I appreciate you taking the time to respond. However, I do want to respectfully address a couple of points. I think there's an important distinction between truly "custom" pieces and pre-designed engraving options like the basic heart. Since this is a standard option you offer to all customers rather than a personalized design, it seems reasonable to expect some flexibility—particularly for sizing issues on gifts.That brings me to another concern: the lack of a gift protection policy. Recipients have no way to verify sizing before the purchase, yet they're left with zero options if something doesn't fit. At your price range its disappointing to not have policies that account for this common scenario.I wasn't expecting a full refund—just some help finding a solution. A jeweler referral for resizing, partial store credit, or a discount on the correct size would have demonstrated that you value customer relationships and made a real difference.I hope you'll consider updating your policies to better reflect the premium service your pricing suggests.
AC
Great customer service, poor quality
I would first like to say Gorjana has AMAZING customer service. Prompt, happy to help and go out of their way to satisfy their customers. However, the quality of my fine jewelry purchased through them was poor. I bought a solid gold chain and pendent for about $500. Within 3 months the clasp broke off. I sent it back and a new one was sent to me. I wore the replacement very rarely due to the quality issues with the first one. It popped off my neck one day and I didn’t notice, losing both the chain and pendent. I am behind disappointed. Do not purchase solid gold jewelry from Gorjana.
Lauren
False advertisement, fake carat weight
I got a Gorjana diamond solid gold necklace a few years back and it broke about half a year later after 24/7 wear. The chain was thin so I'm not totally surprised. What the biggest problem is is that recently I decided to take the diamonds out to remake into other jewelry at a trusted local jewelers. The 0.2 total carat weight of diamonds as advertised by Gorjana's website turned out to be only about 0.13 carat by weight. That is absolutely false advertisement and illegal sales tactics from Gorjana. I expect the weight to be 5% less, not 35% less. No wonder the diamonds always seemed so small compared to my other jewelry! I'm getting the gold tested now to see whether it's really 14k solid gold (still awaiting results but I'm so angry I need to post this right away to warn people against this company. I can't trust anything this company claims now.)
Overall happy customer
clasp is incredibly inconvenient.
I typically like gorjana’s products, but I was super disappointed with this one. I bought the Bali necklace in store and it was extremely difficult to get on. The clasp was impossible to open, especially if you had semi long nails. I tried so hard to get it open, watched tutorials, it didn’t not work. It just broke and didn’t work at all. The clasp could not be more inconvenient. I am so disappointed and I really spent a lot of money and liked this necklace. If you’re looking for a necklace that is easy and fun to put on…this is not the one. Waste
Bella McLaughlin
I am a repeat customer
I am a repeat customer. I added a 25$ coupon on checkout. It seemed to work but when I tried to finish the check out process it took it off. The rings (2) I had purchased two years ago increased in price from 275 to 340. Customer service was not helpful. I will buy this ring because it is a birthday gift but would never order from them again. We did have problems with the first order and stones falling out. Over priced. Not good on quality or customer service
MDW
Turned to brass instantly
Purchased ting day before I left for a month long trip. Ring turned to brass almost instantly. Refuse to return or even offer store credit. Ring is worthless to me now.
Sarah Terpstra
I purchased a Parker necklace and 3…
I purchased a Parker necklace and 3 charms for my granddaughter on her birthday. While shopping I noticed their collection of Huggie earrings. One pair got my attention and purchased as well. The little diamond Huggies haven’t been out of my ears for 2 weeks now. Love them. My granddaughter loves her Parker necklace as well. The jewelry is classic and works well with any age group. Amy A
Amy Short Arbuckle
The engraving isn't legible
The engraving isn't legible. It's so tiny that it's almost invisible.
Mel
They are a scam don’t buy from them…
They are a scam don’t buy from them they messed up the address on there end and can’t adjust the shipping address due to them subcontracting out everything completely waste of money
Daquota Avila
Do not stand behind their product quality
I initially bought two fine jewelry necklaces for my daughters. My daughter then bought me a personalized bracelet for Mother’s Day. It had a very thin chain which broke in a week. I took it back and replaced it with another more expensive (almost twice the price) personalized bracelet, thinking it would be sturdier because of the thicker links. This was worse. It broke the very next day. I took this back and didn’t feel comfortable replacing it with yet another personalized bracelet which was the only option given to me. I wasn’t allowed a refund even though the bracelet didn’t work as it was supposed to. I.e., stay on the wrist! Now I’m left with a $109 store credit which I don’t want to spend on any of the personalized items as I feel they will just keep breaking and the trip to the store to replace it takes too much valuable time! I also don’t want to use the credit on anything else because the whole point of that bracelet was that it had a sentimental message on it. Any other item wouldn’t really convey the same meaning!!If an item doesn’t work as intended most retail places offer a refund. But, not gorjana. They refund anything that is unused and in working order but not things that are faulty. How does that even make sense? I pay good money for a fully functioning item, not one that is defective. Basically, despite spending more money on an item, I lost out! I don’t want to hear excuses about the item being custom. So what?! IT. DOESN’T. WORK. AS. IT. SHOULD! Therefore, you should pay me back. How cheap can a retail store get? Customer service is tacky. Apart from finding a way to spend that store credit, I wont ever buy from this store again. Shame really, because my daughters love the expensive fine jewelry items I bought for them and were interested in some of the other items.
Trupti P
Gorjana has a beautiful selection of…
Gorjana has a beautiful selection of merchandise and jewelry to match every occasion. They have exceptional customer service and they seek to provide impeccable personalized attention. I highly recommend them!
Dina
Garbage company
Garbage company. None of the stores Irvine or Laguna beach answer their phones. I called multiple times of the day no answerI tried to order a necklace for pickup in the store, what a hassle! The website mentions pickup is available but when you order online it only gives a shipping option. We canceled everything inconvenient.
Tiffany Neumann
I specifically purchased an item from…
I specifically purchased an item from this website with the promise of a two-day delivery in order to have my item before mother's Day. the website was specific about if I ordered by certain time I could get it before mother's Day. Instead of 2 days now my order is going to be shipped in 5 days. My item will not arrive in time for mother's Day. They did offer to refund me the shipping cost but that was the whole point of why I paid extra shipping to get it here on time otherwise I could have shopped somewhere else. Probably will not purchase from them again. If Amazon can do it, why can't these other companies do it?
John Faucett
Not even close to actual size in picture
Just received my diamond stack ring for my daughter’s college graduation. The ring was extremely thin and diamonds very small . The picture was an extreme exaggeration of the actual size . Very disappointing..
Rose Kapturasky
My niece purchased a cute little…
My niece purchased a cute little bracelet with my initial for me for Christmas. Unfortunately, it fell off of my wrist and I never found it. I decided to call Jorgana and explain what happened. The young lady I spoke was so sweet and helpful. She told me I would hear back from them in a few days. Within 3 hours, I received a gift card by e-mail to replace the bracelet! Amazing service!!! Thankyou Jorgana!!
Lori Gold
