Diamond Essence

Hi
We will be sending a refund check of $27 for [redacted]. The Check will be mailed on 11th Jan, 2016 after our return window expires.
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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

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 6 mos. old) one and it wa perfect.
Excellent communication with their customers and beautiful long lasting products. I still wear items purchased in the 1980's. They are my go-to 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.

Review: I placed an order on 06/24/2015

I never received the item and after the 3rd email below is the response I received.

It is shipped. You will have the delivery today.

Our Customer Service Link: http://www.diamond-essence.com/articles.asp?id=135

Our Repair Web Site Link: www.repairdiamondessence.com

Diamond Essence Customer Service

Call: ###-###-####

Email: [email protected]

http://www.diamondessence.com

The Best Simulated Diamond Ever Created…

I have sent two more emails with no response.

I believe I have given them ample time so I am now contacting you for helpDesired Settlement: I would like my order delivered ASAP with an explanation or a full refund as my credit card has already been charged and my payment is due.

Business

Response:

We shipped the product now as it was delayed in production.We offered the customer additional discount.

Consumer

Response:

I am rejecting this response because: I did receive my merchandise with an excuse very shortly after Revdex.com contacted them. For that I am grateful but….. they stated "We will refund 15% for the order". This has not happened as of today.

Review: Is sent my ring to have the stone replaced. When they called with estimate, I felt it was too high and asked them to send the ring back. I spoke to them on May 22 and they were to send the ring back the next Tuesday.

On June 13 I called them and was told the ring would ship on Monday.

They had my credit card authorization, however I canceled the card due to fraudulent charges so I sent a check for $20 on June 27; the check cleared on June 30. The letter clearly said I did not want the repair and to return the ring. They never indicated there was an issue with the payment, I suspect they never even attempted to make the $20 charge, had it been made when I talked to them it would have went through.

I called on Aug 4, they said there was confusion about not doing the repair and would ship the ring the next day and I should receive by Thursday. Called on Friday 8/7 and was told it would ship on Monday. When I informed them that they told me the exact same thing on Monday,she said that she did not get it back from the factory yet. I am not sure why they have not returned the ring, but the have told me the same thing (we will mail it tomorrow) four times and have had my ring for almost 3 months.Desired Settlement: I just want my ring back.

Business

Response:

,

We mailed the ring back to you with USPS priority mail. You should have received it by now.

Tracking number - 9[redacted]

It shows that you received it on 15th August.

Thank you,

DE Customer Service

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. I would like to make clear however that they did not respond until contacted by you and that they stated I received my ring on Aug 15 which was incorrect. I received it on Aug 16th, it was mailed on Aug 14, the day they received the complaint. It is resolved because I have received my ring, but I do feel that still have not provided an explanation for why it took going this route to get it back, no apology and no acknowledgment that they are at fault. But, since I did not include that in my request, I will let that go. I however would not buy from them or recommend them to anyone.

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Review: I purchased a ring (product number [redacted]-8.5; order # [redacted]) from Diamond Essence on September 11th. The ring was delivered on Sept. 31st . On October 31st one of the small diamonds on the ring fell out of the setting so I contacted Diamond Essence to notify them and ask for a return authorization number to affect a return so they could exchange the ring for a new one under their 30 day warranty. I did not want the ring repaired and returned because it was obviously defective- I wanted a new ring. The defective ring was shipped back and received by Diamond Essence on November 4th. I waited a month for the new ring and finally called them to check the status. Their customer service person took my number and told me that someone would get back to me, but no one ever did. I have repeated the call to customer service about every 3 weeks and each time they take my number and tell me someone will get back to me, but no-one ever has. At this point I am no longer interested in a new ring, I want my full purchase price returned.Desired Settlement: Full refund of the entire purchase price of $199.00.

Business

Response:

Full refund given.

Review: I ordered a "diamond" ring online. After several months the stone was somewhat loose, so I sent it back to Diamond Essence for repair in October 2013. I mailed via USPS, with a signature-required receipt.

At their request I sent a $25 check (which has been cashed by Diamond Essence) to cover shipping and handling. I have called the company numerous times to ascertain when the repaired ring will be shipped back to me. They state they will call me, but they haven't. . They have repeated told me it would be shipped within several days.

AS OF TODAY, FEB.3, 2014, THEY HAVE HAD MY RING FOR ABOUT 4 MONTHS . I have a record of the date and content of each call I have made.Desired Settlement: I just want the repaired ring back. I want to warn others that the company is not responsive to follow-up service on their merchandise.

Business

Response:

The ring is in final stages of repair and will be mailed out on 10th Feb. Our repair department resumed from january 20th and again were closed for some days due to inclement weather.

the customer has been informed about the delay and assured of delivery before 15th Feb.

Review: Hello,

I ordered a pendant from Diamond Essence and paid $99. Shipping was free. The pendant consisted of a center stone surrounded by smaller round stones.

Upon receiving the pendant, my girlfriend and I noted a flaw with the pendant where one of the surrounding stone was smaller than the other ones. It was easily noticeable even by looking casually as it broke the symmetry. I called the company to report the issue and they issued a RMA for exchange. I paid $9 in shipping to return the item and received a replacement. Unfortunately, the replacement had the same issue although not on the same stone. Again, it was noticeable even by looking casually. I called the company to request a RMA for return. They granted the RMA. I paid $9 to return the item. Once they received the item, they charged me a $9 restocking fee. In the end, I paid $27 because they could not deliver the product I ordered. The picture shown on the website does not show any inconsistency in the symmetry of the surrounding stones. Had the stones been the same size, I would not have returned the item. The customer service was courteous but the company should have been vigilant when sending the replacement item and confirm it did not have the same flaw. Also they should not have charged a restocking fee up when I return the second flawed item.

Thank you.Desired Settlement: I wish to be refunded $18 total. $9 is for the second shipping cost because they could not get the replacement right and $9 for the restocking fee.

Business

Response:

HiWe will be sending a refund check of $27 for [redacted]. The Check will be mailed on 11th Jan, 2016 after our return window expires.Thank you,

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted]. Assuming that the business delivers on its promise to send a refund check of $27 on January 11, 2016, I find that this resolution is satisfactory to me.

Regards,

Review: November 22, 2013, I contacted Diamond Essence regarding a pair of earrings that were defective. I was told on the 23rd that a postpaid return label would be sent so that the earrings could be returned for repaid. When I did not receive this label, I contact them again on December 4, 2013, and was told that they had a change in their system and could not generate a return label, but if I sent the earrings in, I would be reimbursed for my shipping cost up to $10. I sent them Priority Mail 2-Day on 12/09/2013 and delivery was made on 12/12/13. 01/04/2014 I contacted Diamond Essence again, as I had not received my earrings. After many unanswered email inquiries, as well as 5 tries at reaching them by phone, on 03/08/2014, I spoke with a representative, who told me that my earrings had been shipped, and that I would be issued a refund check separately. I received the earrings in mid-March, 2014, but have never received the promised refund. January 3, 2015, I made one final attempt at collection of this refund, and told them if I did not received contact or a refund check, that I would file a complaint with the Revdex.com. I have received nothing from Diamond Essence as of today, 02/07/2015.Desired Settlement: Refund check in the amount due of $5.15 and an APOLOGY!

Business

Response:

We have informed the customer about pending shipping charges and $5.15 was adjusted to ship the product twice to the customer.

Consumer

Response:

I am rejecting this response because: the earring backings failed, and I was told by your company to return them for repair at your cost. I was originally told that I would be sent a postpaid return label, but when I did not receive it, I inquired and was told that your new "system" was not able to send a label, and that I was to return at my expense, and I would be reimbursed. I have never been reimbursed for the $5.15 postage for return of your defective product. Your response is NOT true.

Business

Response:

Hi,We have sent a check of $5.75 to the customer.thank you,

Review: I recently placed the following order with Meesha Inc, d.b.a Diamond Essene:Order date: 12/04/2014Order#: [redacted]Shipping to: [redacted]Items Ordered: 1 of : [redacted] - 5The description of the product on the website states: Diamond Essence's 3.0 carats round brilliant stone in center with baguettes, 3.5 cts. t.w. set in Platinum Plated Sterling Silver. However, the item I received was 14K Vermeil Gold not Platinum Plated Sterling Silver as I wanted.I have left several messages with this company, and I have yet to receive a return phone call from anyone. On Friday, 12/12/14, I was able to reach a customer service rep (male) who informed me that they had emailed me a return shipping label. I informed the rep that I had not heard back from anyone. The rep said that he saw my initial email and there was a "note" attached stating an email had been sent to me. I assured him that I had not received any emails regarding returning the item (I even checked my spam and junk emails). I gave the rep my work email and asked that he resend the return shipping label. I still have not received any emails. I contacted the company again this morning (12/15/14) and she said I could wait a couple of days to receive the email, or I could return the item at my expense now and they would send me a refund "as soon as they got everything sorted out". Given the blatant lack of response I've had with this company and their poor customer service, I have ABSOLUTELY NO CONFIDENCE in them. Given what I've seen from them so far, I would end up paying to return the incorrect item, and never receive a single dime from them. All I want is the return label, so that I can return the product, and a 100% refund.Desired Settlement: I would like a return shipping label emailed to me so that I can return this incorrect item that I did not order, and a full refund of $96.20 effective immediately!

Business

Response:

Return Label sent and the item cost refunded to the customer.

Review: I sent my wife's ring in for repair on April 2 2014 and it was received by [redacted] on April 7 2014 at 1:08 pm. I enclosed a check for $20 which was cashed the following week. The check was payment for a repair estimate. I tried calling the business several times a week throughout the end of April, May and June. It was not until the end of June that I was able to get someone on the phone to provide me with a quote for the repair. I provided them with my debit card number but due to fraudulent activity on my account the day after it was cancelled. I sent in a check to pay for the repairs and it was cashed on July 8 2014. I was told that the ring would be shipped immediately upon payment. My wife contacted their repair department on July 18 and July 25. She was told both times that the ring would be shipped today. The retailers website states that repairs will be completed and shipped within 4 - 6 weeks. It has now been over 16 weeks and the ring has still not been shipped.Desired Settlement: I would like proof that the ring has been shipped as soon as possible. I also feel that a refund would be appropriate since they did not complete the repairs within the time stated on their website.

Business

Response:

The ring is repaired and shipped.

We have to wait for the check to clear and the repair time is after that for 4 to 6 weeks.

Thank you,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I sent a check with the ring to get an estimate for the repair. It cleared within the first week of delivery.

Regards,

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 6 mos. old) one and it wa perfect.
Excellent communication with their customers and beautiful long lasting products. I still wear items purchased in the 1980's. They are my go-to 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.

Review: 8-1-14

I mailed my ring to them the end of May by insured mail with $20 processing fee. When I did not hear from you for several weeks, I contacted the company and was told there was a $150.00 repair fee. I gave them my credit card number. Within 2 hours of this call the bank notified me there were fraud charges on this card. I called the company and notified you of the cancellation of this card and gave them my husband’s credit card. The next business day, there were fraud charges on his card. I called the company and notified them of the cancellation of his card as well. I immediately sent a personal check. It is now August! I have called several times over the last few weeks and I am told each time that there is a problem with the stones and it will be ready in another week. Today I was told it will be another week!!! This is unacceptable. I should have been told after 2 weeks if there was a problem with repairing this ring. I have gone out of my way to keep them updated and I have NOT received the same from them. I tried to leave a complaint on the website form but it is not working.Desired Settlement: I would like the ring repaired and mailed back to me immediately.

Business

Response:

Hi,We have already started repair after we received the check and it will be ready in 10 to 14 days.We are not aware about the CC issue and have nothing to do with it as our systems are fully secured and encrypted and we do not have any issues as such with other customers.Thank you,[redacted]

Consumer

Response:

[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.]

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

Regards,

Consumer

Response:

I opened a claim with you last May or June of 2014 for problems associated with Diamond Essence. I sent them my ring for repair along with a check for $150.00. I still have not recieved my ring. I was told they "broke" my ring and were not able to repair it. In September they sent me a "petite version" of my ring to keep and they would try to find a new mold to remake my ring. I call this company on a weekly basis and they are always sending it within the next few days. They sent me a larger version of the ring and I returned it. Yesterday I was told, they are repairing my ring and will mail on Monday. This is the letter I sent them in November:

Review: On April 16, 2015, I sent a bracelet back to Diamond Essence so they could enlarge it for me. They wanted to know how much to increase for me. Since all my bracelets have chains on them, I sent my diamond and peridot bracelet valued at $1000.00 so DE could see what size I needed plus the Diamond Essence bracelet.. On May 5, I called to see if they received both my bracelets. I was informed that when they opened the box insured for $1000.00 that the only bracelet in the box was the DE bracelet. I asked if the box was damaged & was told no. I said that who ever opened the box took my other bracelet. At that time, I was told that maybe the people at the Post Office took my bracelet. Then she accused me of sending 1 bracelet. I demanded that I talk to a manager- & was told to send in the rest of the second bracelet that Kay's put in 2 links on my bracelet. So I did. I have called numerous times about my bracelets and it is now July 1, and I have not gotten any thing back from DE yet.Desired Settlement: I want my $1000.00 bracelet back plus my part of a bracelet plus my enlarged

DE bracelet.

Business

Response:

We have explained the customer that it is not our fault that the bracelet is lost. She is going to claim it with the local PO. Also, we have sent her balance orders and whatever parts we received by priority overnight.She understood and agreed.thank you,

Review: I purchased a ring from Diamond Essence for a Christmas gift in November, 2015, order #[redacted]. I paid for it using PayPal, $233.22. I received the ring on December 16, 2015.

I returned the ring via insured U.S. Priority Mail ($9.85). It was delivered to the company on January 18, 2016. After not hearing anything from Diamond Essence, I called them on February 9, 2016. I had to leave a message on their voicemail. I didn't get a call back. I called again on February 16, 2016, I was told the person that had that information wasn't there and she would call me back. She did not call back.

I called again on February 17, 2016. The same person then told me that there had been an issue with making the refund via PayPal so that they would be sending the refund via a check.

I am filing this report on March 6th. I haven't received a check nor have I had heard anything from Diamond Essence.Desired Settlement: I want to receive an immediate refund of the $233.22 purchase price. In addition, because of the time and effort it has taken, I want them to reimburse me $9.85 for the return shipping cost. A total of $243.07.

Business

Response:

Hello, we have sent a refund check as per our policy.thank you,

Consumer

Response:

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.

Review: According to the Diamond Essence website they are Revdex.com Accredited with an A+ rating. When you click the Revdex.com link from their website it goes to Revdex.com and says they are not accredited. I did not realize this until 4/28. Placed order on 2/25 for custom wedding ring set and was told my order would ship by 3/10. 3/11 called to check status and was told main ring was ready but the jeweler needed more time for the matching band and it would ship in 6-7 days. 3/12the main ring was sent and was charged for the entire purchase. 3/24called again, was told that the second ring did not pass quality check and required more time. 4/9 called again and was told the ring had shipped and was guaranteed to deliver on 4/12/14. Asked for tracking info. They verified my email and said they would send the info again. When I checked the email later that night, there was no tracking info. 4/11 emailed letting them know and received no response. 4/14 called and was told the ring did not pass QC again and would be ready on 4/22. At this time I was offered a $100 for the trouble. Requested shipping address change, told to email info. 4/14 email request to reply confirming change of address. No reply. 4/22 during normal business hours, tried to reach DE by phone at the number listed [redacted]. 4 calls went to voicemail stating they were closed, emailed again explaining frustration and informing them I was to be married on 5/3 and need ring. 4/23 received email that ring would be overnighted tomorrow 4/24. 4/25 11:54am MST, after many attempts to reach by phone, emailed again requesting to be contacted. Found another number [redacted] was told me ring had not passed QC again but promised that they were working on it and if my ring was not ready on 4/28 they would send an alternate to use for the ceremony. I was told that I would receive an email with tracking info and which ring was sent by the afternoon of 4/28/14. It is now 9pm MST 4/28 have not received any info.Desired Settlement: To receive the credit I was promised and the custom ring which I have already paid for that matches the one I have already received. I do not feel that the credit offered is sufficient but am willing to accept it if I get my order in satisfactory condition before my wedding date of 5/3/14.

Business

Response:

Hello

We have issued a $100 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,

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The company did credit me the $100 and sent a complimentary band so I had something to use for the wedding ceremony. They finally sent me the original band but it does not match the main ring as it was suppose to. I have emailed the business and not received any response.

Regards,

Business

Response:

Hello

We have worked with Mr. [redacted] to create his new band and he is satisfied with the delivery date around 15th August.

The new band will be ready at that time and we will do the needful to send it to him as per his specs. And in the meantime, we did send him the return label as required.

Thank you,

Review: I purchased a ring for overnight delivery on a 8/04/2014. By 8/07/2014, I had received no shipping confirmation. When I called to check on the status of my order, and I was told that it was late "because we do not have that ring in that size." It would have been helpful if someone had contacted me immediately if that were the case, rather than charge my account and leave me wondering where my delivery was.

I gave them an alternate size, and waited. By 8/09/2014, I still had not received the ring. I called and I was told that they had to wait 5-7 working days for the charge to go through. I thought that was odd, considering that my bank account had already been charged. It also defeated the purpose of overnight delivery. That said, I was told that I could charge my credit card instead of using an e-check and that would go through much quicker. In turn, they would refund my e-check. I readily agreed because they assured me that the ring would be shipped by Friday and that I would receive the ring on Monday 8/13/2014 at the latest.

However, by Friday 8/10/2014 I still had not received a shipping confirmation. Their phones were closed, so I wrote an email requesting to CANCEL my order. Sure enough, come Monday 8/13/2014 I saw a charge on my card. Diamond Essence had STILL charged my card, despite my email sent Friday requesting them not to! When I called, their excuse was that they tried to charge my card, but that it was declined. This was why it could not be shipped. This was a bald-faced lie, because I saw the charge on my credit card statement. The staff member then asked for yet ANOTHER credit card. This was outrageous, especially considering that at this point I had been charged TWICE - via my bank account and via credit card.

The credit card charge was eventually returned, but I never did receive my promised refund to my bank account, which I was supposed to receive 4-7 weeks later. It is now 11/16/2014Desired Settlement: Diamond Essence needs to refund the $128 they charged to my bank account.

Business

Response:

hellothe customer's payment was declined and the order was cancelled.08/12/2014 02:50PM DECLINED $128.00 [redacted] This transaction has been declined. AuthCode [redacted] TransID [redacted] AVS Z CVV2 N 08/11/2014 04:31PM DECLINED $128.00 [redacted] This transaction has been declined. AuthCode [redacted] TransID [redacted] AVS Z CVV2 N 08/11/2014 12:12PM DECLINED $128.00 Electronic Check An error occurred while trying to process this transaction. Please try again. If this error persists, please contact us. AuthCode TransID 08/04/2014 04:37AM AUTHORIZE $128.00 Electronic Check [redacted] AuthCode TransID [redacted] AVS P

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I am attaching a screen shot of my email thread, with receipt, with Diamond Essence. I paid by electronic check, and this is reflected on the attached receipt. To reiterate, I was charged twice for the same purchase - once on my bank routing number and once on my [redacted]. The [redacted] was refunded, so that is a none issue. However, the charge to my bank account was not refunded, even though I canceled my order. I was told by phone that I would receive a check refund in the mail 4 - 6 six weeks from the date of the order cancelation, but I have never received this check.

Regards,

Review: I am a long-time customer of Diamond Essence. I have enjoyed purchasing items from them in the past and have been happy with them until now. In late 2013, I placed a special order for a 14k gold comfort wedding band in a man's size 16. The order was supposedly lost by the company, and the item was re-ordered on 1-24-14. Months went by and after many calls to the company and many excuses, the order was not received. Finally, I was told that their quality control person would not approve delivery of the item and I would receive a full refund plus a $100 gift certificate. On 4-25-14, I was told that Diamond Essence was unable to refund my credit card and that a check would be sent to my address, instead. As of this writing (May 22, 2014) no refund has been received.

Business

Response:

Thank you.

We regret the delay as the check mailed came back undelivered.

We have sent refund check again with certified mail. Also $100 GC is applied to your account.

Thank you,

DE Customer Service

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID[redacted], 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,

Review: Item not as described. Fraudulent claim that item is solid 14 kt gold. I don't know what is beneath the surface, but it is TOO SOFT to be solid 14 kt. gold.Desired Settlement: Refund of purchase price. $459.00 to [redacted] account.

Business

Response:

Hello Please review the letter we received from the customer, when she sent the product to us for repair. She was satisfied with the quality and also admitted that she had accidently damaged the product. She also sent our initial repair fee. When we quoted her some extra money to repair the damage, she backed off and said the product quality is not good. We do not agree with her interpretation and also we have already remedied the product from her accident incurring the repair cost. It is preposterous of her to say that the item is not 14K gold as it is stamped and verified and certified by us to be 14K gold.The enclosed letter is a proof.thank you,DE Customer Service

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

SEE ATTACHED DOCUMENT

Regards,