Hey everyone,

this is going to be a longer post where I share my experience with Tianyu, specifically Sue. I will try to stay as fair and factual as possible. For almost everything I describe here, I have pictures, videos, and message screenshots to back it up. Some of you may have already heard from my previous posts what was going on.

The whole process took several months. I also waited until my chargeback was fully finished before posting, because I didn’t want them to claim I was trying to pressure them through Reddit while the case was still ongoing.

Exactly one week ago, I finally received my money back — so now I’m sharing the full story.

A few months ago I decided to buy a graduated tennis necklace.

I wanted a specific look I had seen online, but in moissanite instead of diamonds.

Since I couldn’t find the exact design, I chose to have it custom made.

After contacting multiple vendors, I chose Tianyu (Sue) because of their strong reputation.

The price was about $3,000, roughly $500 more than another quote I had (Starsgem), but I was willing to pay more because I expected the highest quality and precision.

I sent inspiration pictures, received a CAD, approved it, and waited.

On December 22, I received QC photos — and I was honestly shocked.

Even in the low-quality images, I could already see issues.

When I asked for clearer photos or a proper display video, I was told this would cost $35 extra, which felt strange after paying over $3,000.

From the low quality pictures I still noticed:

Flipping in the neck part of the necklace 

Stones not sitting in a clean, straight line (visible misalignment). 

Also a very deep U shape (but that's a minor issue)

At that point I immediately said I did not want the necklace and requested a refund.

From there, the communication became very inconsistent.

They kept switching between:

“If there is a quality issue, we can fix it”

“There is no quality issue”

“Flipping is normal”

“All necklaces are like this”

“It’s custom, so no refund”

They offered to fix everything within 2 days.

Since production itself had taken around 18 days, I was very skeptical that such problems could suddenly be solved that quickly.

Because at this point I had lost faith in the project and their craftsmanship I stated that I did not want repairs or adjustments — only a refund. 

Despite that, less than a day later I received a video claiming everything was fixed.

In that video:

The necklace was straightened

Then shaken

It flipped immediately again

Then straightened again

And flipped again right away

So the flipping was still clearly visible.

Because the necklace was constantly moving, alignment was harder to judge — but it also did not appear resolved.

Still, I was told:

\> “There are no quality issues now.”

When I asked to speak to someone else, Sue said she was personally handling the project, and anyone else would just refer back to her.

I had previously spoken to Emily on Instagram, who said she was a supervisor, so I contacted her.

Without asking for my opinion or reviewing my concerns with me, she responded that:

Custom orders cannot be refunded and there is “no quality problem”

Also she told me Gold prices had risen quickly and there was little profit in my order

She also said Sue would contact me again to resolve the situation and make me satisfied.

That never happened.

After further discussion where I again pointed out:

persistent flipping+visible stone misalignment, Emily sent another video of the supposedly “fixed” necklace — but the same issues were still visible.

After that, I was offered:

a "small discount", or

an exchange for another item

Then both of them stopped replying entirely. Btw. I didn't expect them to reply to me indefinitely. I know it is pointless if I keep saying I want a refund and they say "no refund"...no need to say that 100x back and forth...But in that case Emily stopped replying after only a few messages - and like I said completely sided with Sue from the start.

Terrible experience with Tianyu and Sue