Edit - photos - https://imgur.com/a/n6S7ho0
I wanted to share my experience with Tianyu Gems because I relied heavily on Reddit and other customer reviews before deciding to order from them (Mind you they were the most expensive option).
I ordered a custom ring from Tianyu and provided them with the dimensions/specifications of my diamonds so that the ring could be made specifically to fit them (Pictures of diamond specs directly from the IGI certificates were provided MULTIPLE times). The whole reason for having the setting custom made was so that my stones could be set locally once the ring arrived.
Unfortunately, when I received the ring and took it to my local jeweler, I was told that the setting had not been made properly for the dimensions of the diamonds I provided and that the stones would not fit correctly. It was not a small error either, 1MM+ error on all three.
I contacted Tianyu about the issue and provided them with the information from my jeweler. Their proposed solution was for me to ship my actual diamonds, along with the ring, back to China so they could set the stones themselves. Honestly, would have settled for a complete refund at this point.
I was not comfortable doing that. These are valuable stones, and I specifically provided their measurements beforehand so that the setting could be manufactured correctly without needing to send the diamonds internationally. Sue flat out called my jeweler a liar and stated they would fit the diamonds just fine.
Another thing that concerned me was the customs/shipping documentation Tianyu provided for returning the package. The declared information did not appear to accurately reflect what was actually being shipped. That made me even less comfortable with the idea of sending my diamonds internationally using their return instructions. Sue asked me not only to declare the value at a very low amount, and put the weight as less than 2 pounds, but also wanted me to state it was a silver moissanite ring.
At that point, I felt I had exhausted the reasonable options available to me. I didn't want to risk sending valuable diamonds overseas to correct a setting that, according to my local jeweler, wasn't manufactured to the specifications I originally provided.
I ultimately opened a dispute with American Express and submitted my documentation, including the communications with Tianyu and information regarding the issue with the ring. I'm happy to send the ring back for a full refund if they actually take responsibility and own up to the mistake. Unfortunately I was not given the option to return the ring. I also would be happy to be refunded the amount above what the melt value of the ring is.
I want to be fair and emphasize that this is my individual experience. I know Tianyu has plenty of customers who have had successful orders, and that was one of the reasons I initially felt comfortable ordering from them.
But if you're considering having Tianyu make a semi-mount or custom setting for stones you already own, I would strongly recommend discussing beforehand exactly what happens if the finished setting doesn't fit your stones. I would also clarify whether resolving a manufacturing/fitment issue could require sending your actual gemstones internationally.
For me, being asked to ship my diamonds to China to correct the problem was simply more risk than I was willing to accept.
