Great customer service
I had a problem with the first ring (flaws in the stone), and promptly got in touch with the salesperson with annotated pictures describing my problem. He responded promptly, apologizing for his team's error, and offered to personally hand select the replacement stone. I sent back the ring and he quickly replaced the stone and sent it back to me. I was very happy with the ring afterwards.
From what I researched online, it is very hard to find a flawless ruby. You can see this if you browse the better online vendors that provide close up photos and videos of the stone in question. I think the quality of the replacement stone was very good, and I got a great value for the final ring. I was a bit stressed after the first transaction, but was glad that it was resolved promptly.