myGemma: most-reported complaints
Automated analysis of 295 public Trustpilot reviews published 2022-09-19 to 2026-09-23. TrustScore 4.8 from 3,431 total reviews — see the Trustpilot page. Quick answer: is myGemma legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that products are not as described, accounting for 23% of the 52 identified complaints. Support issues are the next most frequent concern, cited in 19% of complaints, followed by other unspecified problems at 17% and faulty products at 15%. The trend for 'not as described' complaints is rising, while reports of unhelpful support and other issues are falling. Complaints regarding faulty products remain flat.
How to reach myGemma
These are the contact details myGemma publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 646 569 3655, email [email protected], address 270 Madison Ave, Suite 704, New York, 10016, US.
The company claimed its Trustpilot profile on 2021-10-28, uses Trustpilot’s paid features, and last replied to a negative review on 2026-09-06. Trustpilot ranks it 3 of 154 in Jewelry Store. We last checked this profile on 2026-09-24 and found 2 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Elsewhere: 4.8★ on Google (639 reviews)
TrustScore over time
4.8 → 4.8 across 12 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: 2026-08-20 (100%, 1.4d) · 2026-08-24 (100%, 1.4d) · 2026-08-27 (100%, 1.4d) · 2026-08-30 (100%, 1.4d) · 2026-09-02 (100%, 1.3d) · 2026-09-08 (100%, 1.3d) · 2026-09-11 (92%, 1.3d) · 2026-09-14 (100%, 1.3d) · 2026-09-17 (100%, 1.3d) · 2026-09-21 (100%, 1.3d) · 2026-09-24 (92%, 1.3d).
Severity: 10% of this company’s 52 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 7.5 days between the experience and publishing their negative review (61 reviews record both dates).
What their policy promises
refund window: 14 days
“14 Day Return Policy”
support availability: 0% APR
“Get as low as 0% APR, with no hidden fees”
guarantee: Certificate Included
“myGemma Certificate Of Authenticity Included”
support availability: 10 bottles removed, 1 tree planted
“10 plastic bottles removed with every purchase and 1 tree planted for every purchase & sale”
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. 2 changes detected since we started watching on 2026-09-01:
- 2026-09-15: +0/-17 lines; removed: * Pre-Order | . (snapshot)
- 2026-09-08: +0/-5 lines; removed: Notify When Similar Product Is Available | Best way to reach you (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.
Measured reply time: across 144 negative reviews that received a public reply, the median wait was 1.4 days — the company profile reports an average of 1 days.
Reply quality: of 144 company replies to negative reviews analysed, 39% engaged with the specific problem and 22% were generic templates.
Review provenance: 223 company-invited reviews in the recent window average 4.87★, while 24 organic (uninvited) reviews average 4.21★.
48% of its 229 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: not as described makes up 23% of this company’s complaints vs a 21% median across 140 ranked companies in its sector.
Review velocity: 513 of this company’s 3,431 Trustpilot reviews (15%) were written in the last 12 months.
What are the most common complaints about myGemma?
Not as described
12 reports · 23% of complaintsrising since 2025-07“they turned around and tried to blame me so they don't have to take responsibility.”
The company replied on 2023-07-18: “Hello Annie, Unfortunately, we think you are misconstruing what was said. Here is what Mark had told you after the handbag experts had closely inspected the bag: "The serial code is placed in a spot…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“it was not the correct bag!”
The company replied on 2023-07-12: “Hello Kayla, We are very sorry that you received an MM instead of a GM. This was due to human error on our end, we understand your frustration and sincerely apologize for the inconvenience. This was…”
Our classifier read this reply as a substantive response.
It promised: refund.
1 reader marked this review helpful on Trustpilot.
“The description was flattering, but the fit was tight and the fabric felt cheap.”
Support unhelpful
10 reports · 19% of complaintsfalling“The guy who is the head of client services named Mark Salirano is rude.”
The company replied on 2023-01-31: “Hello Chatt, We are sorry that you felt compelled to write a negative review for Mark. He certainly did not mean to be rude at all. As you can see from all of the glowing reviews mentioning Mark, he…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“Terrible customer service”
The company replied on 2026-07-20: “Antonia, We are sorry that you weren’t happy with our customer service. As Tiffany rightly advised, the security tag must not be removed if you wish to return the item. This is also stated on the…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“it was returned to me completely flattened and creased”
The company replied on 2025-06-15: “Hi Jamie, Sorry you were not satisfied with your experience. So others have a sense of what happened here, the bag arrived and the paper stuffing was removed as we took our photo of the arrival…”
Our classifier read this reply as a substantive response.
Other
9 reports · 17% of complaintsfalling“they declined my purchase and told me to send a wire transfer”
The company replied on 2025-01-28: “We are sorry that you did not have a good experience with us. As our team explained, we use a fraud engine on the website that approves / declines transactions using its fraud detection software,…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“Return policy has you pay for shipping and boxing item to return.”
The company replied on 2024-02-13: “We are truly sorry that you were unhappy with your experience with myGemma. We offer free fully insured shipping out when an item is ordered and simply ask that if you wish to return an item that you…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“My bag was no where near this and in the picture it was a loose thread”
The company replied on 2024-11-14: “Hi Kelly, We are saddened to see the feedback provided, especially from someone we have transacted with previously. We do not favor any client more than the other. The authentication and evaluation…”
Our classifier read this reply as a substantive response.
Faulty product
8 reports · 15% of complaintssteady“it was returned to me completely flattened and creased”
The company replied on 2025-06-15: “Hi Jamie, Sorry you were not satisfied with your experience. So others have a sense of what happened here, the bag arrived and the paper stuffing was removed as we took our photo of the arrival…”
Our classifier read this reply as a substantive response.
“Unfortunately the backing clasp mechanism is defective on the earrings.”
“The bag was returned to me in significantly worse condition than when I sent it out.”
The company replied on 2025-07-08: “Jamie, Please find below our initial response to your original submission of this review, in which we state clearly that the marijuana odor is what makes your bag unsellable. As also stated, the…”
Our classifier read this reply as a deflection.
Delivery failed
7 reports · 14% of complaintsrising since 2025-07“I got a great price on my Hermes scarf, but it arrived a wrinkled mess because of the way it was packed.”
The company replied on 2026-05-18: “Lisa, Thank you for your feedback. We are sorry you were not fully satisfied with your experience. We pride ourselves on our customer service and processes and appreciate all feedback, especially…”
Our classifier read this reply as a substantive response.
2 readers marked this review helpful on Trustpilot.
“The item I ordered from myGemma never even shipped.”
The company replied on 2024-05-03: “We are extremely sorry that you haven’t received your item yet. As we have advised you, it is part of a shipment that is stuck in customs at FedEx’s Memphis hub. We are trying to get it delivered (to…”
Our classifier read this reply as a substantive response.
“I never received my necklace”
The company replied on 2026-09-06: “Hi Alexis, We are sorry that you haven't received your item yet. Unfortunately, UPS tried three times to deliver, but were unable to. They should have left you a note stating this. As we require a…”
Our classifier read this reply as a substantive response.
It promised: a replacement.
Misleading pricing
6 reports · 12% of complaintsfalling“no one responded for a whole 5 months before telling me that they. Could only give 4 thousand for it”
The company replied on 2026-07-02: “Hi, Unfortunately we could not find any inquiries in our system from anyone of this name. Did you submit an inquiry on our website under a different name? If not, we believe you may be reviewing a…”
Our classifier read this reply as a deflection.
“I paid $136 shipping fee then they added an extra $870 on top for taxes!!!”
The company replied on 2022-09-19: “Hi, We are very sorry to hear that you were not pleased with your experience at myGemma. We do state on our website, that for international deliveries: "Please note that you will be responsible for…”
Our classifier read this reply as a deflection.
“They quoted me one price after submitting photos and then claimed that one of my items was not worth what they quoted”
The company replied on 2025-12-15: “Danielle, We are very sorry that you were not happy with the service provided. Unfortunately, one of your items had cracking and holes forming on the corners. As such, we had to downgrade the…”
Our classifier read this reply as a substantive response.
It promised: refund.
Compare myGemma 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 2026-09-24.