Diamond Essence

I have been purchasing from Diamond Essence since the 1980s and have never had a problem with any of their products I did return a bracelet for repair of the the lobster clasp that wouldn't stay closed and they replaced it with a brand new (mine was mosold) one and it wa perfectExcellent communication with their customers and beautiful long lasting products I still wear items purchased in the 1980's They are my store when I need jewelry for travel and every day without having to go to my safety deposit box for the real stuff from family hand-me-downs to my husband's gifts

We have shipped the replacement ring today

HiWe will be sending a refund check of $for [redacted] The Check will be mailed on 11th Jan, after our return window expires.Thank you,

Revdex.com:
My complaint is withdrawn with my apologies to the company. The check was sent to my mail box and I had not checked there for a while. I have received the check

On June 23, I purchased a wedding ring set online from Diamond Essence, but returned it within a week of receipt, because the setting was crooked and the bands were so thinI called for the required RMA # prior to the returnIt only took less than days for them to receive the returned product; I sent it back with the green post office return receipt cardIt's clearly written on the return/exchange form that it will take about 10-days upon receipt of returned products for credit and exchange, but it's been over the maximum days and they still have not returned the money back to my credit cardI've been calling then or times a week to check and have been given the same excuse every time..."I have to check with my supervisor, but he's not in at the moment, but I will get back to you as soon as I speak to him about this"...haven't heard back from the woman I've been talking to or her phantom supervisorI also e-mailed twice and was met with silenceThey suck!

Hello
We have issued a $credit to the customer
We have sent a complimentary band to the customer
We are working now to send the original band to the customer
Thank you,
*** ***

we are refunding the full amount

Complaint: ***
I am rejecting this response because:
Thank you so much for your emailI've been unable to get any response from Diamond Essence and would appreciate very much if you would contact them againIt has been four weeks since they said they'd send a replacement. Thank you so much for your help,
Regards,
*** ***

[A default letter is provided here which indicates your
acceptance of the business's response. If you wish, you may update it before sending it.]
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
I don't understand their failed attempts to refund the amounts described thus far, but I look forward again to receiving my money back in the mail. Thank you
Regards,
*** ***

Hello,We do not sell any Brass ProductsAll our products are either solid 14K Gold or Solid Sterling Silver which is plated with Rhodium or PlatinumWe sell a lot of sterling silver products and do not have any complaints as suchOur standard procedure of exchange was followed and we sent a due
replacement in daysAt times, new production takes time and may be delayed by a day or two after daysWe sent the customer a return label and also a replacement product.We will send another return label and also send a new product in days.Thank you,Diamond Essence Customer Service,

Complaint: ***
I am rejecting this response
because: The company did credit me the $and sent a complimentary band so I had something to use for the wedding ceremonyThey finally sent me the original band but it does not match the main ring as it was suppose toI have emailed the business and not received any response.
Regards,
*** ***

Hello ***, Your check was mailed and it is showing delivered in your mail boxPlease check and let us know once you receive it. thank you, *** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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
Regards,
*** ***I finally received the refund check on November 6, The check waswas mailed on November 1st

Hello, we have sent a refund check as per our policythank you,

Hello,We will do the needful if the ring is sent back to us and we will take weeks to customize it again.thank you,Diamond Essence

Hello,
You may send in your product for a free inspection and possibly a free replacementWe have never had any issues like this and it is highly likely that the product may have been misusedOur typical guarantee is days, and warranty is yearHowever, we will
look into the issue you are facing and do the needful ASAP..
thank you,

We have given the customer a free ring and we are sending her the old ring ( unrepairable ) and the repair amount she paidsince we have discontinued her item long back, it is difficult to repair or recreate a new one in absence of stones and other mould.we tried many times to create the ring but failed every time.thank you,

Hello,We sent the following response to the customerWe also request the customer to send the item back to us so we can evaluate what changes can be madeAs regards to similar item on the web site, the comparison is not appropriate as the metal is different and setting and stone and labor is
differentHello ***We appreciate your business.We understand the delay fulfilling the order, any custom order generally takes longer time to be fulfilled than any usual item in-stock. For Custom orders, there is developing cost for the jeweler starting from making rough sketch, cad design, wax mold, final mold and then creating the final product.Considering all that, customer is given a quote for the custom order and after customers approval only, we fulfill the order. In regard to create exact match the clear pictures showing different sides of the products are required.If customer cannot provide that, jeweler try their level best to create the product as close as possible. The ring which you found on our website is way too different than your custom order.Please have a look to the attached pictures. It is not possible to change center stone 8mm to 6mmAs it will change the entire setting.Our suggestion is to change the center stone to color stone or you can go for gold plated version for the same ring.These changes will not cost you further. As per our policy, custom orders are not eligible for return or exchange but we would like to make you a happy customer. Thank you,

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. Your response is that your company will do what is needed to the ring as long as I send it back, and that it will take 4 weeks.  I would like to request an address and instructions on how to ship it back, and make sure that we agree on the following:  That the accent stones on the band need to be bigger for the purpose of more sparkle and for the ring to blend better with the larger stone which is to be reduced to 6.5 mm.  I would also like to suggest that if you put smaller stones around the 6.5mm stone to make it sparkle more, I believe all of this would help the ring sparkle and blend better together.  My concern is that I would like to see a sketch or the "draft" to make sure it will turn out the way it is supposed to if possible.  I was impressed with the quality of your stones since the beginning, no doubt about that, I just think if your company offered more communication throughout the custom ring processt before the ring is completed, this may help prevent future incidents of rings not turning out the way the customer expects it to be.  Thank you for cooperating and for being a company that stands behind it's products.  I truly appreciate your efforts.
Regards,
[redacted]