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3.8
17 reviews
No recent history of asking for reviews
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Replied to 100% of negative reviews
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The ONLY thing that was of higher quality than the stunning pearl necklace was the extraordinary level of customer service every step of the way.
Christine Moore made it all happen!
Thank you!
So easy to do business with. Ordering was a breeze, pendent arrived ahead of schedule.
Quality of the Pearl was much to my wife's delight!
Thanks again!!
I’ve wanted a short strand of pearls forever. I finally sat down with my husband and insisted on pearls for next holiday. Wanted 18 inch strand of Akoya pearls. We did our research and checked with a least one local jeweler but their stock was low. So after researching, we tried to buy from Pearls of Joy around New Years. We called to see if they could delay shipment by 1 week. Their answer was no so we could not get sake price and did not buy. Around Mothers Day we bought what we thought was industry standard 8.0-8.5 strand of high end Akoya pearls. It was going into summer and hot in Florida so I didn’t wear them more than 5 times before they broke 3 or so pearls from clasp in August. I was taking them off and the chain just broke apart. I felt a very sharp end on the thread of silk(?)? At the break. When I called immediately, they only offered for me to pay to send them in for fixing and to be returned. The service representative didn’t acknowledge my concern that the edge was sharp and that the other side, though intact, was very stiff a few pearls in from clasp (unlike rest of strand). They refused to replace necklace. I wasn’t going to spend close to $100 for shipping and insurance for another questionable stringing. So I took them to a local jeweler who has done wonderful repairs for me in more expensive jewelry. They measured the pearls and recorded it as a 7.8 mm necklace. 3 out of 6 pearls they measured were 7.8. Another was 7.9. The others were 8.0 and 8.1. I spent approx. $230 to have them stranded again and the entire necklace now bends softly and is much nicer. If I could give them a zero I would. Pearls that are 0.2 smaller are not meeting industry standard. I have pictures of rigid spot and measurements and would not recommend Pearls of Joy to anyone.
Reply from Pearls Of Joy
I’m Kevin Canning, the founder of Pearls of Joy. I’m very sorry. You waited a long time for this strand, and it should have become a favorite. Instead, it broke after only a few wears and left you paying for a repair elsewhere.
A necklace worn only a handful of times shouldn’t come apart at the clasp. The sharp edge you felt was most likely the adhesive used to secure the end of the silk. It should never have been something you could feel, and I’m sorry this wasn’t addressed and explained properly.
The stiffness you noticed likely comes from tight stringing. We string our pearls tightly on purpose because a loose strand can become too loose with continued wear, while a tight one relaxes and settles into a natural drape. Even so, any obvious stiff spots or kinks should be worked out before a strand ships, and yours should have arrived without one.
I also understand why the measurements gave you pause, especially after you had chosen a strand for its size and quality. Your necklace is a certified Hanadama strand, which means its sizing and grading were assessed by an independent laboratory in Japan rather than by us. Akoya pearls are rarely perfectly round, and readings at this scale can vary with the caliper used and where it sits on the pearl. A difference of 0.1 mm is within the lab’s accepted range for that reason. Some of your jeweler’s readings differ by more than that, so I’d like to review them and your photos myself, alongside the strand’s certificate. This would be the first such discrepancy I’ve encountered with the laboratory, and I take it very seriously. If it’s confirmed, I will discuss it with them directly and put quality control steps in place to prevent it from happening again.
You also shouldn’t have had to weigh nearly $100 in shipping and insurance against the risk of another stringing problem. Our 1-year warranty previously did not cover return shipping after the return window had passed. Your experience showed us that this needed to change, and we have now amended the warranty to cover it. Thank you for helping us find a better way to serve our customers, and I’m sorry the change came too late for you.
I feel awful that such an important purchase left you with a bad taste in your mouth. While rare, mistakes do happen, and when a remedy is needed, it should be seamless and painless for the customer. I apologize that it took your experience for us to improve our repair policies and offer the service our customers expect.
I will send you a personal email to discuss any possible way to make this right for you. I also encourage all customers to email me directly at kevin@pearlsofjoy.com if they ever receive unsatisfactory service.
Low quality earrings.
I bought south sea pearl earrings worth over 1000€, however only after a month the pearl from the other earring came out, fell to the ground and got damaged. Not a month went by before I noticed the other pearl had become loose too, therefore I had to get them both repaired.
I started a long email exchange with the customer service of this company and they were reluctant to pay any compensation regarding the price of the bauble they had sold.
The worst purchase ever.
Reply from Pearls Of Joy
Dear Paavo
I’m Kevin Canning, the founder of Pearls of Joy. I’m very sorry. These earrings should have given you years of enjoyment.
South Sea pearl earrings like yours are typically drilled partway through and secured to a post with jewelry adhesive. Set properly, that bond should hold through years of normal wear. One pearl coming loose after a month is a failure on our part, and a second pearl loosening adds to my concern. In my experience there are a few reasons this can happen.
1. Adhesive defect
2. Excessive Moisture
3. Exposure to cosmetics (perfume, hairspray, make up)
Without personally inspecting the item I won't make any assumptions about the cause. I'll accept there may have been defect in how they were set. While rare, it is a hand made item and mistakes are possible.
When you first contacted us, we explained how your opinion quickly went from "these are stunning" to disappointment. We reimbursed the full cost of your local repair and offered a $100 gift certificate as a goodwill gesture. I understand why that didn’t feel like enough, given what you paid. For that I apologize.
If there's anyway I can make this right for you, please email me directly at kevin@pearlsofjoy.com and I'll be happy to work with you to ensure this is a happy ending for all.
SO there was trouble with FedEx return and the POJ folks we overly accommodating to help resovle the issue. Good job POJ team
I wish I can give 100000 stars. I don’t even know whete to begin. Customer service is over the top nice and kind and it makes you feel seen and valued. It makes you feel welcomed. Don’t we all miss this these days? Appreciation that I reciprocated from lady in customer service is amazing. She helped us and was very kind. Pearls I ordered were for very dear friend of us to show her how much she means. She was so touched so moved.. she cried we all cried. And I was amazed by the pearls and now wanting one for myself. They have great luster, very chic, very forever piece. My whole shopping experience left me with some warm, soft, sweetness and they made world better place. I will buy from them and recommend them to everyone I know. Thank you! 🙏
Reply from Pearls Of Joy
Thank you so much for the kind words :). After 20+ years in this business we pride ourselves our service and understanding how important these purchases are for our customers. We continue to look for ways to surprise and delight our customers with both our products and the team behind them. I hope you continue to wear and enjoy your pearls for many years to come.
Kevin
Founder, Pearls of Joy
Excellent customer service- started over the Memorial Day Sale when I lost my wits and inadvertently ordered the wrong item - PoJ reached out on Sunday and by Monday morning the order was cancelled and fully refunded!
Quality of the pearls the ease of ordering the price point and the model that the company operates on which is ecologically and otherwise sensitive is appealing. I will order again and I appreciate the excellent customer care.
I was buying some pearls for my granddaughters birthday and once again turned to Pearls of Joy, and the wisdom of Christine about the pearl size and clasp.
They arrived today and are perfect for a "tween". Have purchased some for myself before, and their customer service is always excellent and their shipping is fast!
I bought South Sea Pearl stud earrings and a ring in white gold. They are very high quality and elegant.
Reply from Pearls Of Joy
Thank You Michele! Enjoy your pearls for many years to come.
Good information …knowledgeable folks to work with…nice selection
Reply from Pearls Of Joy
The kind words are appreciated Bob :)
I purchased a pearl choker for my partner for £226 from a company that AI rated as good. I wasnt really aware that this was a US company as all prices were in GBP. The items hit Fedex customs in the UK and they requested info for customs clearance from myself, which POJ provided. They cleared, then I get a bill for £63 import duty to release. In their T's&C's it is there but it is not obvious. Be aware that you will pay an additional 28% on top of their advertised price.
Reply from Pearls Of Joy
Thank you for sharing this, and I am genuinely sorry for the surprise charges. Import duties and VAT can be frustrating, especially when they are collected separately at delivery. We are a US based company and all orders ship from the United States, which means UK customs applies VAT and import fees that are set by HMRC and collected by FedEx, not by us.
We do note this in our shipping terms, but we understand it is easy to miss and we appreciate you flagging it. Many UK customers still find the overall value worthwhile, but we agree the process could be clearer and we are always working to improve how this is communicated.
Beware of extra taxes if you order from this company and do not live in the USA. I live in the UK and had to pay a totally-unexpected £91.17 to FedEx in respect of duty/tax on top of the cost of my pearl pendant costing £394 ( £358 plus shipping £36) despite the original invoice confirming no tax payable. They make no mention of this on their website……so potential overseas buyers beware
Reply from Pearls Of Joy
Thank you for your review and for explaining what happened. I completely understand why this felt unexpected, and I am sorry for the frustration it caused. When orders are shipped to the UK from the US, VAT and import charges are applied by UK customs once the parcel arrives, and FedEx collects those fees on their behalf. They are not charges we add or control.
The invoice you received shows no tax because we do not collect UK VAT at checkout. That part is handled separately by customs, which can be confusing if you have not encountered it before. We genuinely appreciate you raising this and will use the feedback to make this clearer for customers ordering from outside the US.
My husband purchased their 7.0 - 7.5 AAA akoya pearls for me for Christmas. And wow! They are so gorgeous. Absolute show stoppers and just as pretty as a strand of Mikimotos I once saw at a local jewelry. These are high quality and have such a beautiful luster. They are ivory with just a hint of pink. So overall I’m very pleased with these pearls and my husband says the purchasing and shipping processes were very easy.
Reply from Pearls Of Joy
Wow what kind words... We always tell folks we stack up very well against the traditional luxury brands(just cheaper) - but it's always nice to hear it direct from customers as well.
My issue with this company is the fact that they only post positive reviews on their website. My review was focused on how they gave me smaller sized pearls than what I had ordered and paid for (7.5-8mm). I only upgraded to the bigger size (and paid a higher price) from (7-7.5) because they give you a first time customer discount. They also weren’t able to answer and address the questions/request I raised after I put the order. Including my preference of getting white or silver overtone pair. The good thing for those living in the US is that they do seem to allow returns. The other problem I found with this return policy besides that I’m overseas and I have to pay almost the same as the earrings themselves to ship back, is that the instructions on how to package the items for the return include things they didn’t do when sending the item to me including “Ensure all clasps, chains or delicate parts are secured with bubble wrap, to prevent damage in transit.”
Just an update: I wore the earrings for a night out and my ear piercings became just a little crusty. This used to happen when I was younger not being able to afford real gold. I own a few 14k and 10k gold earrings and never had this reaction. Not sure if this is real 14k gold.
Reply from Pearls Of Joy
Thank you for taking the time to write this. I am genuinely sorry for the frustration around your order and the follow up experience. Pearl sizing is done within accepted industry ranges, but I understand why it would feel disappointing if what you received did not match your expectations, especially after upgrading. I am also sorry that your overtone preference and post order questions were not addressed as clearly or promptly as they should have been. That is on us, and it is not the experience we aim to provide.
Regarding reviews, we do publish customer feedback on our site. Thankfully we don't have many negative reviews, but if you browse our website reviews you'll see even we don't always get 5-star reviews.
For returns, international shipping costs are unfortunately outside our control, and I understand how that can make an overseas return feel unreasonable. As for the earrings, all of our gold is solid 14k as stated, but sensitivities can vary depending on the mix of alloy used to create the 14kt gold. We find customers with sensitive ears do better with 18kt settings.
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