Too right! Gems is in the poo because they are ignoring the very customers who helped build and strengthened the business in the past. Gems not only ignores customer opinions but employs questionable practices i.e. selling substandard gemstones (fissure filled and heated, low grade stones) as premium quality stones, substandard gold weight in their jewellery, blocking accounts of customers who criticize them, and until recently, taking 30 days to refund people, even covertly stealing from customers.
In my case I was not refunded a ring because returns team claimed it was not in my returns parcel (seems I had neglected to put it in box and probably still have it!!!) Then they sell the same ring a few weeks later. (Have date, time and price of this.) I challenged them but they denied with a load of made-up claptrap. Still pushing Gems for refund, going to Trading Standards and RM.
Gems have evolved from a fun, spontaneous, affordable, customer focused business into a nasty, arrogant, overpriced, greedy corporate entity in the poo and on the edge of going under.