Gema&Co: most-reported complaints
Automated analysis of 166 public Trustpilot reviews published 2022-06-24 to 2026-09-12. TrustScore 4.9 from 385 total reviews — see the Trustpilot page. Quick answer: is Gema&Co legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues with faulty products, accounting for 67% of the 6 identified complaints. Support unhelpfulness is the second most common issue, cited in 50% of the complaints. These findings are based on 166 reviews analyzed between June 2022 and September 2026. No specific trend can be established for these issues due to the low number of reviews.
How to reach Gema&Co
These are the contact details Gema&Co publishes on its Trustpilot profile, as of our last check on 2026-09-24 — it publishes no phone number there, email [email protected].
The company claimed its Trustpilot profile on 2018-04-18 and last replied to a negative review on 2026-09-07. Trustpilot ranks it 7 of 155 in Jewelry Store. We last checked this profile on 2026-09-24 and found 1 new review. These are facts Trustpilot publishes about the profile, as of our last harvest.
TrustScore over time
4.9 → 4.9 across 6 census measurements since 2026-08-17. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-25 (0%, 0.0d) · 2026-09-06 (0%, 0.0d) · 2026-09-09 (100%, 0.0d) · 2026-09-12 (100%, 0.0d) · 2026-09-24 (100%, 0.0d).
What their policy promises
refund window: 30 days
“You may return or exchange the item within thirty (30) days of receipt”
refund window: 7-10 business days
“Please allow approximately 7-10 business days for the refund process to be completed.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-17.
Policy-page monitoring
We monitor this company’s published policy page for changes. 1 change detected since we started watching on 2026-09-01:
- 2026-09-15: +105/-39 lines; added: o Shape | o Round; removed: o Solitaire Moissanite Rings | o Pavé Moissanite Rings (snapshot)
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
79% of its 158 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: faulty product makes up 67% of this company’s complaints vs a 26% median across 186 ranked companies in its sector.
Review velocity: 53 of this company’s 385 Trustpilot reviews (14%) were written in the last 12 months.
Not enough reviews to establish a trend.
What are the most common complaints about Gema&Co?
Faulty product
4 reports · 67% of complaints“The ring is beautiful I just do not think it is durable enough”
The company replied on 2022-11-02: “Hi Pamela, Thank you for taking time out of your day to review your experience. We are a bit taken aback that we received a 1-star review from you. We strive to have perfect reviews from every…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“my design involved a half bezel that needed to cover the four corners of the stone. Upon arrival, one corner was completely exposed”
The company replied on 2025-05-01: “Hi Katherine, Thank you for your feedback. We apologize for our setter hollowing out the base of the ring as that's normally done automatically and something that slipped his mind. As discussed via…”
Our classifier read this reply as a substantive response.
It promised: a replacement.
1 reader marked this review helpful on Trustpilot.
“It had a lot of imperfections and they weren’t willing to redo it.”
The company replied on 2024-01-25: “Hi Jordan, Thank you for taking time out of your day to write your review. We're accepting your return on a non refundable custom ring since Anwyn is dissatisfied with the end result. We went through…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
Support unhelpful
3 reports · 50% of complaints“It had a lot of imperfections and they weren’t willing to redo it.”
The company replied on 2024-01-25: “Hi Jordan, Thank you for taking time out of your day to write your review. We're accepting your return on a non refundable custom ring since Anwyn is dissatisfied with the end result. We went through…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
“Customer service was unhelpful”
The company replied on 2025-03-07: “Hi Charlie, we fully apologize for the production delay. The surprise tariffs two weeks ago halted our production lines as our regularly required chemical materials and tooling were completely halted…”
Our classifier read this reply as a substantive response.
“the ring was sized wrong so I had to resend to get the size corrected”
The company replied on 2022-06-27: “Hi Saul, thank you for taking the time to write your review. We'd like to apologize again for casting your ring in the incorrect ring size. All of our rings sizes are checked twice prior to shipping…”
Our classifier read this reply as a substantive response.
It promised: a replacement.
Compare Gema&Co with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-21.