Educated, patient customer service. The whole process was just as they said...."you can trust us". I admit to being watchful, never having done this type of business on line. I spent about a month in research, before I selected a company. Caitlyn sent multiple pictures of sapphirres I was interested in, placed on her hand, in varied lighting. This was quite effective. The selection of stones is vast, the website is easy to navigate, and my rep was on site every time I called her. Very satisfied with my beautiful pendant. Thanks to Caitlyn, and the cad designer as well. My piece is outstanding, and the process was as advertised.