Blue Nile Inc

We believe this was already resolved to the customer's satisfactionPlease let us know if we can assist further

While we are happy to act as an intermediary, the Blue Nile credit card is offered by a third party, World Financial Capital Bank, a Comenity Company and not Blue Nile. While we are confident that the World Financial Capital Bank is governed by, and adheres to strict Federal regulations,
we are happy to submit a request on the consumer's behalf. If the consumer feels that would be of benefit, please contact one of our Blue Nile Supervisors. While we make no guarantees, we are happy to assist in any way that we can

Our records show that a return authorization has been created recently for the complainant. To date we have not received the returned rings. Our customer care advocate spoke to the complainant on 1/2/to get more details. She called again and left a message to contact
us on 1/5/to ensure that the rings are in transit. It is my understanding that in recent conversations, we've been very clear that we are happy to get the product back for full review and happy to partner in order to resolve this for the complainant. If that did not come across clearly, I apologize for any miscommunication. Once we have the product back, our Quality Assurance team will review and we'll reach out to the complainant with all options in order to resolve the matter to mutual satisfaction. We are happy to assist

We'd love to help the complainantThe ring is here now and has been reviewed by our gemologists and our jewelersAnd it was found that the structure of the material is uncorruptedThe ring shows evidence of active wear that resulted in minor repairs neededThese repairs are done free of charge
and the ring is ready to be returnedIf the complainant wants to explore all the options available, you should contact Mariana directly, so that she can assist youThank you

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

Our records indicate that the complainant started an engagement ring purchase on 2/15/and it shipped on 2/26/16. There was a Build-Your-Own diamond ring promotion in January that expired on 1/27/but did not apply to items under $5000, which was the case here since this purchase was
under that amount. Late in March of 2016, a promotion was offered for $off a Build-Your-Own Jewelry purchase over $1000. This promotion ended on 4/3/16. The T&Cs do state that the promotion code cannot be applied retroactively.
I believe the confusion stems from a resize and repair in March. The complainant called on 3/to inquire regarding having the ring resized. Complainant decided to have the ring sized by a jeweler in his community. After having this done, a small diamond fell out of the setting. It was our conclusion that the jeweler did not tighten all diamonds after sizing which resulted in a diamond falling out. Regardless of how it occurred, we replaced the setting for the customer at no charge. I believe that since the repair fell within the $off promotion period, the complainant assumed it should apply to the replaced setting. This promotion only applies to new purchases and does not apply retroactively.
I see that the complainant has now requested a return for refund. If that is the case any promotion would not apply. If they wish to keep the ring, I am happy to work with them on resolution but all promotion advertising was accurate and applied, or not applied in this case, fairly. Please contact me with further questions

Thank you for your inquiryI have reviewed the complaintWhile I do show that there was a purchase under a different order number in this amount and name, and further see that a return was initiated, our security team confirmed that an empty box was receivedWe saw no evidence of tampering
While USPS is one of the carriers we recommend, we also recommend FedEx and clearly state that the customer should select the carrierThe exact written verbiage is “Please perform rate comparisons between the two and select the best solution for you.” I presume the customer obtained insurance but I cannot render an opinion as to why the claim was rejected, nor do I have access to that informationThe insurance claim is between the complainant and USPSThe customer is responsible for obtaining insurance and must initiate any claimThat said, we fully support our customers when and where we can, and did here but the complainant is the loss payeeAny USPS finding from the investigation would be shared only with the complainant.If the customer would like to purchase a replacement ring we are happy to assist with a discount

Complaint: ***
I am rejecting this response because:The independent appraisal attached conflicts with the information provided by Blue Nile that the diamond sold was the color grade stated in the GIA report. I recommend that documentation pre and post dated of the incident be submitted verifying that written operating guidelines, procedures, and employee training records have been updated to reduce the chance of incidents such as this being a reoccurrenceIn addition, that independent evaluation be required by a third party for all diamonds sold by Blue Nile
Sincerely,
*** ***

We understand the complainant's frustration. It is so for shoppers in general when Black Friday and Cyber Monday offers are very limited and sell out before we are able to take advantage of them. Our records indicate that the order was submitted the morning of 11/with an unsecured
shaddress. The complainant was contacted immediately requesting a revised address. Our order review team stated that they would leave the order pending for two days at that time. We received an email the following day requesting that we ship to an international address which we were unable to do without collecting tax and duty. By the time the complainant was able to provide viable information in which to fulfill the order- which was just short of hours- the SKU was sold out. All terms and conditions regarding limited supply at the Black Friday price was readily available. We no longer have this product in stock but have offered options with discounted prices to the complainant with no response. We are happy to work through all of our options if the complainant wishes to contact us

Our Security team has fully investigated the missing package. We have fully resolved this matter.

The complainant requested to purchase a pair of earrings being offered on our Black Friday special last year.  These were a special purchase specifically for the holiday at a negotiated discounted price.  The terms and conditions reflected that we had a limited supply and sales were on a first come, first serve basis which is standard Black Friday retail behavior. We had sold out before the complainant inquired.  She escalated as a result.  We agreed to check options and while doing so one pair came back on a return well within their 30 day return period. In order to resolve the complaint, the complainant was given the option to purchase this pair of earring, posting cleaning, since they still qualified as new.  After a day or two to contemplate, the complainant made the decision to proceed with the purchase.  There was no request for a return within 30 days of purchase.  The customer wants the return today because she found a pair she likes better on our website. We have found that there is nothing short of allowing the return on the 5 month old product that will appease the complainant.  While we empathize, we feel strongly that our return policy is very, very clear.  We cannot offer a return.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  My ring...

was serviced and sent back, with the stipulation that I will not be able to have it serviced in the future.  I am still disappointed in the company that they insist that this is not the ring they sent me and that I will not be able to have the lifetime service I was promised when purchasing the ring. 
Sincerely,
[redacted]

It seems clear that the confusion is indeed regarding his repair.  While we did 'exchange' his ring as part of the repair there were no funds exchanged thus no monetary transaction or new order.  I think the confusion stems from our naming nomenclature of "exchange" on the repair order.  We apologize for the confusion.  I've reached out to the complainant to offer my assistance and my contact information.

Complaint: [redacted]
I am rejecting this response because: I'd rather not deal with them anymore I would just like the items or a full which can't be refunded to my card.
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:
If that was the reason behind the rejection (which is something I am hearing for the first time because they refused to give me any info), then they could have asked for some information. Like a copy of my ID or anything like that. Or a different credit card under my name or anything.
What I was told was just this: "we won't accept any credit card from you"
That it! in a very rude way and without giving any further info!
 
As for wire bank transfer, it doesn't guarantee any rights for the buyer! If they decided to take the money and send nothing, then I would have nothing to do! no dispute or anything that can be done!
Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:If you record the calls, listen to them. I explicitly asked - during the several conversations I had while searching for designing the ring and once again when the final purchase was made....all your people confirmed the affiliate code was on the order as it needed to be. There was no other coupon code applied, nor did I receive any other discount on the order. You did give me a free cleaning kit...which was a nice gesture...I sure hope that's not the disqualifying action because A) none of your people mentioned it would hinder the affiliate cash back and B) any fool would have taken 5% cash back over a $10 cleaning kit had this been made clear. Other than the cleaning kit, no other promotion or discount was applied.You also don't address the $500 off future purchase promotion or my efforts to return the order once I found out about the affiliate cash back fiasco.Not for nothin' but the mere fact that you are couching behind legalese and fine print rather than just doing the right thing shows me what kind of a company you are. Make this right and I'll be a loyal customer forever - after all, it's not that you made a mistake rather how you recover from it that counts. Or don't...keep your few hundred dollars...and I'll make sure I bad-mouth you to everyone who will listen and will probably cost you way more than that in lost goodwill.So, what'll it be, Blue Nile? What's your word worth?
Sincerely,
[redacted]

We believe this complaint has been resolved with the consumer directly and to the their satisfaction.  Thank you.

Revdex.com:
I am writing to report that the merchant, Blue Nile, credited my account for the amount owed on January 12, 2016. As far as I can tell, this resolves the Revdex.com Complaint. Please let me know if there is any additional reporting needed to close out the complaint.Thank...

you,[redacted]

Complaint: [redacted]I am rejecting this response because: this is not acceptable. I went from owing 4100 to 5100 in 2 months. You charged me 791$ interest in June and another 115$ in July. This is unaffordable and I do not accept you passing it off to the credit card company while your company does nothing.Sincerely,[redacted]

While we do not insure against the active wear and tear that can cause high quality diamonds to chip, which is what occurred here, we’ve agreed to replace at no charge this one last time.  The complainant has been made aware that future repairs are at his expense.  We have urged the...

complainant to explore and purchase jewelry insurance which can insure against damage, theft or loss. We believe this matter is resolved.