Terrible experience with custom engagement ring order
DO NOT hire this company for custom jewelry.
Here’s my experience designing an engagement ring with Isaac Mayer Fine Jewelry (IMFJ).
Things started off well. I visited their Montreal location in November 2024 with my partner to begin the process of designing a custom engagement ring. I chose this store because of all the glowing reviews online and truly expected a professional and seamless experience. In-store, the salesperson was kind and helpful. I left feeling confident and excited. That feeling didn’t last long.
Despite clearly outlining important design details—such as choosing platinum due to a metal allergy, and requesting a square-cut diamond instead of round—none of these specifications were followed. I was never sent a CAD rendering, invoice, or any design confirmation before production began. Every exchange happened over text and felt disorganized and unprofessional. There appeared to be no structured process in place for custom orders.
Worse, I was never consulted on the diamond specs (cut, clarity, color). Had I been, I could have caught one of the major mistakes. Instead, I received a picture of the completed ring, and it was wrong. The design was not what I asked for, and the diamond shape was incorrect.
When I raised the issue, the salesperson initially argued with me—despite there being no design rendering to reference. Eventually, she admitted the mistake, and the ring had to be re-made. After paying in full, I was emailed a receipt stating the ring was made of white gold—when my very first message had specified platinum. Again, I raised this concern, and again, she was dismissive and argued with me, saying her quote was based on white gold. She told me the ring would be shipped the next day anyway.
At that point, I emailed the owner, Isaac, with a full transcript of my communication with his employee. He called and apologized, but didn’t seem to fully understand or acknowledge the severity of the errors and the complete lack of professionalism. He insisted white gold was acceptable and tried to justify the choices made on my behalf.
He eventually offered to re-make the ring in platinum (which I thought I was getting all along), but only if I paid the price difference. Even though this wasn’t my mistake, I paid, just to move forward. He said he would personally handle my order.
After that, I never heard from him again. Instead, I received updates from his staff confirming the platinum ring was made and shipped. When I finally received the ring, the appraisal had:
- My name spelled incorrectly
- The wrong diamond ID
- And still stated the ring was made of white gold
At this point, I reached out to Isaac again. He said he was furious and had emailed “the girls” on his team. He apologized and again said he’d personally handle it, asking for a recap of everything that went wrong—even though I had already sent him a detailed email a month earlier, which led to our phone conversation in the first place. It was frustrating to feel like I had to repeat myself, especially after everything that had already happened.
The next business day, I was emailed a corrected appraisal—but it included his angry email to his staff. Not only was the process deeply flawed, but it was clear there was no accountability, no quality control, and no real concern for customer experience.
I sincerely do not wish this experience on anyone. When you’re buying an engagement ring—especially a custom one—you expect professionalism, care, and precision. Sadly, I experienced none of that with IMFJ.