How to Boost Your Jewelry Quality and Customer Satisfaction

Author: Jewepiter Team

When jewelry quality issues become the focal point of customer complaints, how should jewelers effectively address them? 

This article explores common quality challenges and improvement methods to help enhance product quality and gain customer trust. We provide comprehensive solutions for issues ranging from chain breakage to jewelry oxidation.

As a jewelry factory, we are well aware that the quality challenges currently facing the jewelry industry are not only about the products themselves but are also directly related to the survival and development of jewelry sellers and businesses. 

In this competitive market, high-quality jewelry not only represents the perfect combination of art and craftsmanship but is also key to winning customer trust and loyalty. However, the frequent occurrence of various quality issues has become an urgent matter that we cannot ignore.

Therefore, for those of us in the jewelry industry, understanding and solving these quality issues is not just crucial for enhancing product competitiveness but is also the foundation for establishing and maintaining customer relationships. 

In this post, we will delve into the most common quality complaints from jewelry customers and propose corresponding solutions to help businesses stand out in a competitive market while winning customer trust and loyalty.

Common Quality Complaints and Solutions

Chain Breakage

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Causes of Chain Breakage:

Chain breakage is a common issue in jewelry sales, primarily due to:

Design flaws: using delicate chains for long necklaces or heavy pendants.

Rough manufacturing: unjoined or unwelded links and jump rings.

Improper use by customers: forceful pulling or tangling during packaging, leading to chain breakage.


Optimized Design: Consider the chain’s load-bearing capacity and durability in design to prevent overly delicate chains.

Refined Manufacturing Process: Ensure each welding point in the chain is finely processed to enhance overall structural stability and prevent incomplete joining of connecting rings.

Customer Education: Provide guidance on correct jewelry usage and maintenance, such as avoiding forceful pulling and regularly checking the chain’s condition.

Improved Packaging: Isolate chains and pendants to prevent tangling.

Jewelry Oxidation

Causes and Impact on Jewelry Appearance:

Jewelry oxidation, especially common in silver and copper items, is primarily caused by prolonged exposure to air, moisture, and chemicals. Oxidation not only changes the jewelry’s color, making it dull and lackluster but may also affect its structural integrity.

Prevention and Optimization Strategies:

Protective Plating: Apply protective coatings, such as enamel, to prevent oxidation (special note: copper jewelry must be plated with enamel).

Quality Plating Color: Use rhodium, an inert metal known for its excellent anti-oxidation properties, in the plating process.

Storage and Packaging Recommendations: Seal each product in airtight bags during transportation and storage to minimize exposure to air.

Optimized Procurement Planning: Align production plans with sales data to minimize excessive inventory in warehouses. Collaboration with jewelry manufacturers on production plans can facilitate better product turnover. Customers with specific needs can contact us for assistance.

Jewelry Allergies

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Analysis of Allergy-Causing Materials:

The primary cause of jewelry allergies is certain metal components, especially nickel, commonly found in many alloys, particularly in lower-cost jewelry. Besides nickel, some individuals may also react to copper, lead, or other metals, as well as certain chemical treatments or coatings on jewelry surfaces.

Alternative Materials and Solutions:

Use of Hypoallergenic Materials: Opt for materials with lower allergy risks, such as surgical stainless steel, 18K gold, or 925 silver. 

Especially for stud earrings, which pierce the skin and are more prone to causing allergies and infections, some copper jewelry sellers might opt to replace earring posts with hypoallergenic materials like 925 silver or 18K gold to reduce costs.

Transparent Coating: Apply a clear protective layer, such as a nickel-release controlling coating, to minimize direct skin contact.

Clear Material Labeling: Clearly label the materials used in jewelry to inform customers about potential allergens before purchase.

Stone Setting Issues

Consequences of Unstable setting:

The most direct consequence of insecure setting is the potential loss of gemstones or other decorative elements. Not only does this damage the jewelry’s aesthetic appeal, but it can also lead to financial losses for the customer. 

Furthermore, unstable settings may cause damage to the gemstones during wear, further affecting the jewelry’s overall value and lifespan.

Causes and Optimization Strategies:

Inexperienced Staff at Partner Factories: Some jewelry factories with non-permanent staff may hire inexperienced workers for gemstone setting, reducing costs at the expense of craftsmanship quality. 

It is important to inquire about the work experience of factory staff and check samples or sample production methods to assess the factory’s craftsmanship level.

Unstable Gluing in Stainless Steel Jewelry: Since stainless steel jewelry cannot use traditional prong settings for gemstones, they are fixed using glue. It’s crucial to use high-quality jewelry glue for this purpose. Additionally, stainless steel jewelry with stones should avoid high-temperature usage or storage.

Rigorous Quality Checks: Conduct thorough quality inspections before the jewelry is sold to ensure no loose or defective setting parts. Our factory performs 100% quality checks on all jewelry produced, promptly repairing any semi-finished products with loose stones.

Customer Guidance: Provide customers with information on jewelry care and handling to reduce setting issues caused by improper use.

Surface Scratches and Wear

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Analysis of Causes of Damage to Jewelry Surfaces:

Scratches During Production: Jewelry needs multiple polishing and grinding processes to transform from a casting to a finished product. Inadequate polishing or grinding can lead to scratches.

Improper Packaging: Poor packaging can cause jewelry to rub against each other during storage or transportation, leading to scratches.

Inappropriate Wearing: Collisions and friction during everyday wear can cause surface scratches and wear.

Improper Cleaning and Maintenance: Using unsuitable cleaning methods or detergents can also damage the jewelry surface.

Methods to Prevent Surface Scratches and Wear:

Avoiding Scratches During Production: Rely on the jewelry factory’s strict quality control and experienced workers to optimize every production process, inspecting products and reworking them as needed to resolve issues.

Packaging According to Product Needs: Package jewelry appropriately based on the type, such as isolating each stud earring and separately packaging necklaces and pendants to prevent entanglement.

Correct Wearing and Maintenance: Educate customers on the proper ways to wear and care for their jewelry, such as not wearing jewelry during intense physical activities or household chores.

Regular Professional Maintenance: Offer professional jewelry cleaning and maintenance services to help customers maintain their jewelry in good condition.

Deformation and Cracks

Jewelry Deformation and Cracks Not Only Affect Appearance but Can Also Impact the Structure and Safety of the Entire Piece.

Analysis of Causes of Shape Deformation:

Design Flaws: Unreasonable designs, such as overly delicate or unstable structures, can lead to easy deformation.

Softness of Material: Metals like pure silver and gold are soft and can deform under pressure.

Incorrect Handling or Storage: Improper handling or storage methods can cause jewelry to deform, such as applying pressure or storing in high-humidity environments.

Optimization Solutions:

Reasonable Design: Consider the properties of materials and daily use in the design phase to avoid creating structures prone to deformation. Consulting with a jewelry factory or using prototypes can help verify the design’s feasibility.

Strengthening Materials: Use alloying or stronger materials to enhance the strength and durability of jewelry.

Choosing Appropriate Packaging: Use jewelry boxes for storage to avoid prolonged pressure and friction. Jewelry factories should also separate easily deformed items from heavier pieces during transportation.

Clasp Issues

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Clasps are a Crucial Component of Jewelry, Directly Affecting Its Usability and Safety. Clasp problems are among the common complaints from customers.

Common Causes of Clasp Failure:

Material Quality: Clasps made from materials that aren’t sturdy or durable enough can easily be damaged during daily use.

Design Flaws: An unreasonable clasp design might be too complex or fragile, unsuitable for frequent opening and closing.

Manufacturing Process: The lack of precision in the manufacturing process can lead to unstable structures or clasps that easily come loose.

How to Enhance the Durability and Safety of Clasps:

High-Quality Materials: Use more durable and robust materials for clasps, or increase the thickness of clasps to enhance stability.

Simple and Effective Design: Focus on the practicality and durability of the clasp design, avoiding overly complicated structures to ensure ease of operation and durability.

Precision Manufacturing: Employ high-precision machining techniques in clasp production to ensure precise fit and solid structure. For custom clasps, repeated testing of prototypes is essential to guarantee that craftsmanship meets standards.

Earring Post Issues

Earring post bending and breaking not only affect the wearability of earrings but can also cause inconvenience and dissatisfaction among customers.


Unreasonable Design: If the earring post design cannot adequately support the weight or structure of the earring, it may bend or break during use.

Manufacturing Process Issues: Earring posts may not achieve the necessary strength and flexibility during manufacturing, making them prone to damage with regular use.

Improper Packaging: Inadequate packaging can cause earring posts to be compressed and deformed during transportation.

Improvements in Design and Manufacturing:

Improved Design: Optimize the length, diameter, and shape of earring posts to ensure they can effectively support the weight and structure of the earrings.

Refined Manufacturing Process: Enhance the precision and quality control of earring post production to ensure each post meets high durability and safety standards.

Optimized Packaging Solutions: Isolate each earring in individual packaging to avoid pressure damage.

Rough Polishing

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The polishing process directly affects the final luster and appearance of jewelry, with rough polishing being a significant factor impacting the look.

Importance of Polishing Technique:

Aesthetic Enhancement: Fine polishing results in a smooth and shiny jewelry surface, improving the overall aesthetic appeal.

Increased Comfort: A good polishing process also ensures comfort while wearing the jewelry, preventing rough edges from scratching the skin.

Value Reflection: Fine polishing represents the quality of jewelry and the level of craftsmanship, directly related to the market value of the piece.

Ensuring High-Quality Polishing with Factories:

Verify the Use of Buff Polishing: Buff polishing is a critical factor affecting the quality of jewelry polishing. Low-cost jewelry factories generally do not perform buff polishing. Confirming the use of buff polishing is a crucial step in ensuring high-quality jewelry.

Spot Checks on Bulk Production: Implement a regular quality inspection process to ensure that the jewelry’s polishing and buffing meet standards.

Provision of Craftsmanship Samples: Allow factories to produce high-quality sample products based on specific requirements, and use these samples as a benchmark for mass production quality.

Jewelry Defects

Defects in the jewelry-making process, such as pores, cracks, and sand holes, can significantly affect the appearance and structural integrity of jewelry.

Analysis of Causes:

Pores: Typically caused by trapped gas or incomplete metal melting during casting.

Cracks: May result from internal material stress, uneven cooling, or excessive force during processing.

Sand Holes: Arise during casting due to impure mold materials or improper casting techniques.

Quality Control and Improvement Measures:

Regular Mold Replacement: The normal lifespan of a mold is around 2000 pieces; molds must be replaced after exceeding this quantity. Molds that have not been used for a long period or have oxidized also require timely replacement. Our factory marks each mold with the production date and number of uses.

Casting Inspection: Low-cost jewelry factories may skip many quality control steps, leading to uncontrolled final product quality. Quality checks are also performed during the casting stage to repair flawed castings and remelt defective products.

Routine Inspection: Implement a strict finished product inspection process to ensure each piece of jewelry is carefully checked before leaving the factory, eliminating defective items.

Gemstone Fracture

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Causes and Impact:

Inherent Fragility: Certain gemstones, such as emeralds and opals, are naturally fragile and prone to cracking under impact or pressure.

Processing: Incorrect handling during the setting process can also lead to gemstone fractures.

Plating Gemstones: Some gemstones cannot withstand high-temperature baking involved in plating.

Improper Wear and Care: Improper handling by customers, such as impact or exposure to high temperatures, can also lead to gemstone fractures.

Solutions to Prevent Gemstone Fracture:

Provide Extra Protection for Fragile Gemstones: Offer additional protective packaging for fragile gemstones.

Choose Experienced Jewelry Factories: Experienced gemstone setters have higher technical levels, reducing the risk of damage during processing.

Select Appropriate Gemstones or Post-Plating Setting: Glass and crystal, which are not heat-resistant, may fracture after high-temperature plating. Using zirconia or moissanite, and for some particularly valuable gemstones, adjusting the plating process to prevent color alteration, setting heat-sensitive or fragile gemstones after plating can be effective.

Regular Inspection and Maintenance Services: Offer regular inspection and maintenance services for gemstone jewelry to identify and repair potential fracture causes promptly.

Color Mismatch

Color mismatch not only affects the appearance of the product but can also harm the professional image of the brand.


Raw Material Variations: Gemstone colors can vary due to differences in origin and composition, leading to inconsistencies in color within the same pair of earrings.

Differences in Plating Batches: Without specific color requirements for plating, different plating batches may result in color variations.

Methods to Ensure Color Consistency:

Strict Raw Material Selection: Perform stringent color matching during material selection to ensure raw material color consistency.

Batch Packaging: Distinguish between different batches of goods, packaging earrings from the same batch together.

Provision of Plating Samples: Provide plating samples to the jewelry factory for final color verification, ensuring the closest possible color match across different batches.

Final Wrap Up

As discussed in this article, effective solutions to customer complaints about jewelry quality are crucial. If you’re looking for more strategies or specific jewelry improvement solutions, please feel free to consult us.

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