Of the things I've sent to them, my one problem was regarding 2 bracelets - one of which broke again immediately that I wore it (it had only broken the once in 10 years which was why I sent it to be mended), and the other was with some charms/pendants they put on for me and neglected to remove the bale from one of them so it looks awful.
Other than that I can't comment. Sorry to hear about the situation Meggie. I trust they will refund your money and carry out the work free of charge for such a glaring error.
It isn't actually MY money. GTV are picking up the bill for a faulty bracelet. I just can't understand why Outwork hung onto it for a couple of weeks, then returned it - with the missing stone.
The whole thing is pure hassle. Long story. I've had an identical bracelet before. Same problem.