Blue Nile Inc

All of our loose diamonds are independently graded by the GIA Gemological Institute of AmericaGIA is world renown and sets the gold standard for diamond grading globally One of Blue Nile advantages is that one can view the loose diamond’s GIA report online. Most of our loose diamonds
also include a video of the actual diamond itself. The video is magnified in an attempt to show the consumer how it looks under magnification. The image is enlarged and magnified to show detail but states very clearly on the details page the following ”Video - Actual diamond magnified”. The video rotates so that one can see the diamond from most angles. As one can see from reviewing our videos, there is considerable consistency from one image to the next. This is due to our high quality requirements and consistent standard procedures. Our Quality Assurance team was able to verify that the image online does match the diamond that the complainant purchased and returned for a refund. The GIA graded diamond conformed to the customer’s order in every way. In fact, the trained eye can actually see a reflection of the laser girdle inscription on the girdle if they look closely along with a clear view of our logo. Given the above, we are confident that we follow all required business requirements and are dedicated to education, guidance and transparency. We are happy to review any opportunities to improve our customer service. I encourage the complainant reach out to me directly

While we empathize with the customer's fiance, the email sent to Mr*** clearly states that before we can process the order we must ensure that the diamond is still available. Unfortunately there was a typographical error and the diamond was mispriced. Our website states
very clearly that while we make every attempt to avoid website errors, we reserve the right to correct them. We worked with Mr*** immediately in order to find a suitable alternate diamond that still ships in the same time frame as the original. We believe this is fully resolvedPlease let me know if we can assist Mr*** further

I see that the customer's purchase was set up for a full refund. We've supplied the customer with a FedEx return label. Once the item arrives we will absolutely have our quality assurance team review. We will contact the complainant with our findings and process their product
as quickly as possible. We go to great lengths to ensure that all product conforms to the order. If that did not happen here we will address immediately

Complaint: ***
I am rejecting this response because:Blue Nile is not addressing the real issue. They indicated to me they cannot resell pre-owned jewelry but they did so with me. They suggested that I contact FTC and I did. I was told that they have no set guidelines for the jewelry industry but I should reach out to the Regional office of Attorney General I want an explanation as to how they sold me pre-owned used jewelry if they are not legally able to do so
Sincerely,
*** ***

We have worked with the complainant and found an agreed upon solution. We believe this matter to be closed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Revdex.com:I have received my ring and appreciate Blue Nile working with me. However, I still feel very strongly that waiting almost months for my ring is unacceptable and I hope that Blue Nile can learn from this experience.Sincerely, *** ***

We sincerely regret your disappointment. With so many Blue Nile customers and supplierspulling from our inventory all over the world, we state very clearly in our initial order confirmation emails that the diamond must first be confirmed as available before we can proceed
processing a diamond order. In a small number of instances another customer or supplier confirmed availability first causing a diamond to be unavailable after a search. In reviewing the order history notes of your order, in addition to the email that you received, I see that you called to inquire and two Diamond and Jewelry Consultants walked you through that confirmation process over a two day period while waiting for your diamond to be confirmed as available. Unfortunately, thisdiamond was confirmed as not being available. I want to assure you that your order was never processed and your card was never charged as a result. We have emailed with a comparable quality diamond that we can price match and am awaiting your response. Weare hopeful that this will resolve the situation to your satisfaction. I am happy to assist

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

I have reached out to *** and ***. I can definitely assist and greatly appreciate the feedback. I am researching to understand what occurred and will follow back up with them next week. I am confident that I can assist, and happy to do so

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSince my initial complaint they have extended the return period, which is all I wanted. Sincerely, *** ***

Our GIA Graduate Gemologists have verified the color grade on the GIA Gem Trade Laboratory Diamond Grading Report both prior to order fulfillment and post-sale. That said, this is an important purchase and we would never ask a client to settle. The purchase was well within the return
period so we have issued a full refund. We believe this has been resolved to the customer's satisfaction

A full review shows that the complainant did click into our website through the affiliate as required originally but then added a promotion code on top of the affiliate reward which automatically disqualified his purchase from the affiliate reward. This is a common exclusion.
We never allow customers to stack discounts nor would we want to given our value proposition. In terms of the future offer promotion, there was no valid offer during this time period. We will reach out to the complainant to see how he'd like to proceed

Complaint: ***
I am rejecting this response because: Blue Nile did not answer the complaint. They solely addressed the return policy. Their return policy is days when they want it to be. I have asked for the original purchaser's days before the return on my current pair of earrings and I want to know how long they had my earrings and have a right to know. I also have asked how they sold me resell (pre-owned) earrings when they have specifically said they are not allowed legally to do so. They also have specifically said mine are return earrings. If they legally can't, I believe they owe me an explanation They were quick to respond but did not answer the complaint. I ask that you have them specifically answer the complaint. Thanks
Sincerely,
*** ***

We appreciate the complainants feedback. Our order review team worked with the complainant after their credit card charge was not be approved. For privacy reasons the bank will not give Blue Nile or its staff insight into why this occurred. If the complainant wishes to
contact their credit card company (Comenity Bank) they will likely provide more insight to them. Given the confusion and lack of details to explain the bank's position our order review team determined what they felt was the best course of action. The purchase was not approved unless another more secure form of payment was made. We regret that we were unable to proceed with the complainant's order

Thank you for the opportunity to respond to this issue. Unfortunately the order as submitted did not meet our internal security requirements to accept the credit card payment submitted on the order. The complainant's order was never processed and the card was never charged for this
reason. An alternative payment method of bank wire was suggested, and declined in order to proceed with the purchase. We are happy to work with the complainant using bank wire and a secure shipping address

I understand the complainants frustration. We do show our ring sizing policy here: https://www.bluenile.com/education/rings/find-your-ring-size. Unfortunately there are many different ring types, and depending on the style, ring metal, the presence of side stones, product finish and
manufacturing method, sizing parameters do vary greatly. If the complainant would like to reach out to me I may be able to offer different options for his consideration

Complaint: ***I am rejecting this response because the Community Supervisor, on behalf of the sale through Blue Nile, is the one that told me to route a disputeThis is that disputeI am now aware that the my credit has received negative reports regarding this transaction, and is thus lowering my scoreI would appreciate the Revdex.com ensuring that Blue Nile do both of the following: Submit for my credit history to be wiped of any late penalty, and refund the original amount requested at the beginning of this dispute ($318)Then I will be 'satisfied' with the complaint. Seriously
No auto payment scheduling service offered by Comenity (Blue Nile's Creditor)
No auto notification of late payment
A 30-day max window to schedule payments.
'Sudden' notification AS SOON as the promotional period expired, tacking on an extra $600+ to the account
In advance, I thank the Revdex.com for assisting in rectifying the situation.
Sincerely,*** ***

The earrings in question were purchased December 11,2017. The complainant knew our return period well as it was a topic of conversation prior to this purchase. We believe our return policy is very clear and very fair. It is shown on both our website and each of our jewelry
pack slips to ensure our customers know that they have a full days to determine if they love our product and are able to return the product if they do not. If returned within days we are happy to take our merchandise back with no questions askedUnfortunately a five month old purchase does not meet that criteria. The complainant has been informed that we will not be taking the merchandise back

We are in receipt of the complainants request made internally on 5/10, which was late afternoon yesterday. I see that he spoke to two agents within a minute span and one of which submitted a ticket to our Finance team shortly thereafter to accommodate the complainants
request. We have not yet received a response but are actively working this request. We ask that the complainant give us 2-business days in order to process this request. Since *** *** holds the credit card, we must work within their guidelines which takes timeWe will work to find all options as quickly as possible