GemIQ - Headquarters Reviews 

Updated Review – GemLight Box Max

I am updating my original review following a 90-minute onboarding session with GemIQ.

My initial experience was frustrating. After purchasing the GemLight Box Max, I struggled to obtain practical documentation explaining the included accessories, their intended use, and how to achieve consistent professional results. The available videos felt more promotional than instructional, and several support interactions left me feeling that my questions had not been fully addressed.

To GemIQ's credit, they did not ignore the feedback.

I recently participated in a lengthy one-on-one Google Meet session with Kevin Saw and members of the GemIQ team. During that session, they walked through the accessories, discussed recommended workflows, answered my questions in detail, demonstrated new documentation they are actively developing, and offered a follow-up session in two weeks to continue the training.

The difference between my experience before and after this meeting has been significant. I now have a much better understanding of the system's capabilities, the purpose of the various accessories, and how to approach photographing different types of jewelry.

My original criticism regarding onboarding and documentation remains valid. I still believe the GemLight Box Max would benefit from a comprehensive written guide and clearer instruction for new users. However, it is equally important to recognize when a company listens, responds, and makes a genuine effort to improve the customer experience.

Kevin, in particular, deserves credit for taking ownership of the situation and investing the time necessary to help me become successful with the product.

The GemLight Box Max is not the simple "point-and-click" system that some marketing materials may suggest. It is a sophisticated jewelry photography tool that rewards learning and experimentation. Once I received proper instruction, the results improved dramatically.

Based on my recent experience, I am revising my rating upward and look forward to continuing to work with the GemIQ team.

Rating: 4/5

GemLight Box Max: Good Hardware, Misleading Expectations

As a first time user, I purchased the GemLight Box Max expecting a professional jewelry photography system that would be relatively intuitive to operate. The marketing materials and marketing personnel who worked with me strongly suggested a simple, point-and-click experience. That has not been my experience.

The hardware itself appears capable of producing good results. However, achieving those results has required far more experimentation, adjustment, and troubleshooting than the advertising suggests.

Variables including background selection, display risers, zoom level, lighting intensity, gemstone type, metal color, and object positioning all have a significant impact on the final image. Small changes can dramatically alter the appearance of a piece. This is not inherently a problem—professional photography is often nuanced—but it is inconsistent with the impression that the system largely automates the process.

My greater frustration has been the lack of practical documentation. The package includes multiple accessories and components, yet there is no comprehensive written guide explaining what each item is, when it should be used, and how it affects results. The primary instructional material provided was a brief marketing-oriented video that did not adequately explain the equipment.

Over a period of months, I repeatedly requested a written primer identifying the included accessories and explaining their intended use. Responses were slow, incomplete, or referenced future documentation that had not yet been created. Only after escalating my concerns was I offered a personal onboarding call... that has NEVER occurred.

The GemLight Box Max may be a useful tool for experienced users who are willing to invest significant time learning its behavior. However, I do not believe it currently delivers the intuitive, point-and-click experience implied by its marketing, nor does the documentation adequately support new users.

Pros:
• Capable hardware
• Good image quality once properly configured
• Useful lighting controls

Cons:
• Not intuitive for first-time users
• Significant trial and error required
• Inadequate documentation
• Poor explanation of included accessories
• Support often focused on marketing materials rather than practical instruction

Rating: 2/5

First of all, the shipment took longer than I was told. The package was first sent to China and was there for 2 weeks; it took longer than 3 weeks. I don't understand why they sent the package to China.

Meanwhile, I was contacted by support several times, and they were not helpful at all.

Margret Ore (Customer Success Manager) responded quickly to my issue and provided multiple solutions — one of which resolved the problem. She even offered to video chat to walk me through it live if needed. Excellent customer service and very helpful throughout the process.

Absolutely brilliant service again from Charles… he took the time and patience to explain the camera and lightbox brilliantly so I get the best gemstone images… thankyou again!!

I had an issue with the box ...they promptly switched for a new one ...

We use Pickup Media’s Gemlight box (the larger model) for videoing our jewelry and diamonds. While the equipment itself works well, there are two major issues.

First, the cloud storage is extremely limited. We used to have many videos saved, but suddenly ran into storage limits and had to constantly delete old videos to make space. You can only save around 5–10 videos before you need to start deleting, which is very impractical.

Second, the cost for additional storage is unreasonably high. I would be happy to pay for more storage, but the monthly fees are disproportionately expensive for what you actually get. It feels a bit like buying a cheap printer and then paying a fortune for the ink.

Support is responsive when you reach out, which is good. However, the storage limitations and high costs make this a frustrating experience overall.

Great kit, affordable, does what it says on the tin and more. Support is the best I have ever encountered, friendly, helpful, and sorts out any issues without having to chase. They innovate constantly, which in this world is a must. Well done team.

I purchased the GemCam Pro after being assured by the company’s representative that it would replace my DSLR and deliver professional-quality diamond images. Unfortunately, this was a complete non-disclosure of facts — the product fails to produce clear, sharp results even when used with an i9 system and dedicated graphics card.

After multiple support sessions, the team itself confirmed that the camera cannot match DSLR clarity and advised returning to a DSLR setup. The product was clearly sold with misleading promises and lacks the performance expected for its price. Very disappointed with the experience and lack of transparency.

I had an issue with my delivery and they solved it quickly.
The gemsparkle itself is very nice and provides good results.

Anytime that I have submitted a tech question to Picup media I get a response in under 1 hour and often sooner. They are always trying to help troubleshoot and shows that they really care about the user experience. I know of no other Tech company with a better customer service group.

Kristine and Charles were a great help in resolving a technical issue.

I was really impressed with Charles! He provided clear instructions, was incredibly patient and calm throughout the process, and made sure to resolve the issue efficiently. His professionalism really stood out, and I appreciated the thoughtful approach he took. Highly recommend!

Kristine was great and resolved my issue!!

Kristine was very helpful. She not only corrected my problem, she gave me a great tool with lots of functionality that I did not know existed. Thanks!

Had a demo for GemPro Cam. Jocelyn helped and explained each and every details very promptly. She answered all my queries. Jocelyn Thank you for guiding and solving my problem.

The PicUp team who recently helped remove a truck load of junk items from our 3 bedroom townhouse were on time and very efficient in loading everything for removal. We appreciated their professionalism and friendly helpful approach and we would definitely recommend their services to family and friends, cheers Hugh

Kristine Villa was great in resolving my issue and even suggested tips to make my Gemhub pro experience even more productive. Thank you Kristine!

Kristine was very articulate and patient as she guided me through the diagnostic procedures with our Gemlightbox Pro needed for her to the assess the issue we were experiencing and then ultimately providing the solution right away.

Gemsparkle is very helpful. It has helped me a lot in jewelry photography and I am very satisfied with the support of the team.

Kristine was very helpful in getting my Apple phone working with the turn table in the app. And she showed me a few other things that I found very useful for future use.