Diamond Nexus

Worst experience ever! You get What you pay for! Quality vs quantity. Less then 5 yrs With minimal wear (. 3 months in total if that) and the so called diamond is chipped and the prongs are worn. Glad I hadn’t wore the ring every day! And when sending it in for repair, this would be the response I received when I contacted them about the repair.
Don’t say I didn’t warn you!
Their response:
We appreciate your feedback and concerns. With normal wear and tear your rings should not be having issues, but just like driving a car everyday there is some maintenance that needs to be done, which we are always more than happy to help you out with. Even if your ring is not being worn everyday, any little bump or knock of the ring could potentially damage it.

Mr [redacted] purchased the Ulyssa 10k engagement ring, for $427.50, on June 14, and purchased the matching Ulyssa 10k wedding band, for $225.00, on February 2, In May Mr [redacted] sent the Ulyssa engagement ring and matching band in to be soldered together which cost them $for the soldering and an $shipping charge August 19, Mr [redacted] sent in the Ulyssa rings because one of the smaller side stones had fallen out The repair charge was a $setting fee plus $for shipping If a stone has been lost from a ring there is a nominal setting fee to replace the stone but the customer does not have to purchase a new stone Here is the link to our lifetime guarantee: http://www.diamondnexus.com/customer-service-our-triple-guarantee.html September 8, Mr [redacted] and/or Ms [redacted] contacted us because a stone had become missing again We sent the customer a UPS label and once we received the rings back we replaced the missing stone as well as tightened all other stone We did this at no charge to the customer as it had happened within days of them receiving the repaired rings back In May, the customer sent their rings back in for a missing stone We created a work order for the repair on May 23, for the setting fee of $as well as $ for shipping charges We emailed this invoice to the customer On June 20, the customer paid for the repair and we shipped the rings back to her on June 26, The Ulyssa ring has small accent stonesRings with multiple small stones tend to be more delicate We have emailed a UPS label to Ms [redacted] so she can send her rings in for inspection and repair by the master jeweler Ms [redacted] and/or Mr [redacted] can also take advantage of our trade up program and get a ring without as many small stones The trade up policy is one and one half times the original purchase price Mr [redacted] spent $and to do the trade up he would need to purchase something that is at least $ We would take their Ulyssa set back and subtract $from the total leaving them an out of pocket of $ Here is the link to our trade up policy: http://www.diamondnexus.com/customer-service-trade-up-policy.html

[redacted] purchased the Rapture engagement ring in 14k yellow gold on May 6, Mrs [redacted] sent the ring in for a warranty repair on August 8, The center stone was damaged and as per our lifetime guarantee we replaced the center stone at no cost to the customer Mrs [redacted] sent the ring in again in December for a damaged center stone Again we replaced the stone, as per our lifetime guarantee, at no charge Here is the link to our lifetime guarantee: http://www.diamondnexus.com/customer-service-our-triple-guarantee.html Mrs [redacted] ' ring had a 1.96ct Princess cut center stone In December Mrs [redacted] spoke with our warranty repair department and they advised we weren't able to place a smaller stone in the center but we would set the stone lower in the setting, which we did On July 30, Mrs [redacted] contacted us to say that the center stone on her ring was again damaged We attempted to explain our lifetime guarantee to her but she insisted we should replace her stones with a better quality stone Our stones are of the same quality as when Mrs [redacted] purchased the ring Here is a link to the Product Education page on our website explaining or stones: http://www.diamondnexus.com/product-education-simulants.html On July 31, we emailed Mrs [redacted] a UPS label to use to send her ring to us for inspection Mrs [redacted] sent her ring to us on August 6, 2014, on that day Mrs [redacted] was sent an email letting her know the Director of Sales was out for medical reasons and should be in the office on Monday, August 11, [redacted] has inspected the ring and has determined that the center stone does need to be replaced This is something that is covered under our warranty so there would only be an $shipping charge incurred We have a day return/exchange policy that starts the day the item is receivedMrs [redacted] ’ ring was shipped on May 13, At this time we cannot refund this orderMrs [redacted] may take advantage of our trade up program if she'd rather get a different ring or she can upgrade her stone to a pure carbon created diamond Here is the link to the trade up policy and our pure carbon created diamonds: http://www.diamondnexus.com/customer-service-trade-up-policy.html http://www.diamondnexus.com/fine-loose-stones-pure-carbon-series Mrs [redacted] can contact [redacted] , the [redacted] , via email: [redacted]

We strive to provide an exceptional customer service experience on all levels including our retail store and our call centerDiamond Nexus has an A+ rating with the Revdex.com since 2007, voted Best of Weddings with The Knot 2013, is rated Excellent by StellaService and has an out of rating with ResellerRatings.comDiamond Nexus has over 100,satisfied customers in all states and countries We are sorry if there were misunderstandings during our communication with Ms [redacted] and that she feels she did not receive the level of customer service we strive to provideOn multiple occasions we went above our company policies to try to resolve any and all issues and in the end we created a brand new ring for Ms [redacted] This customer is outside of our day return window as the ring was originally purchased on November 26, and would only be eligible to do a trade up Here is a link to our trapolicy: http://www.diamondnexus.com/ed/customer-service

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below It is unfortunate that a company of this size can continue to operate and provide a product with intentI have had the ring verified by not one, but by two reputable jewelers in my area and both have indicated the ring is indeed 14k "PLATED" goldI do realize that I am outside the days, but not every one will rush out once receiving a product to verify it legitimacy after assuming the product is what the company has statedMy Fiancee and I wanted to have an appraisal done so that we may add it to our home insurance policy as anyone would do with a wise investmentWe were very disappointed that we were not informed that this ring is plated gold, once again advertisingWe were told that the ring would not be worth more than $at most and that was being generousWe are simply requesting a partial refund of what we paid, this would be to our satisfactionIf we do not receive any compensation, then we will simply encourage others to NOT put trust in Diamond Nexus and make purchases thereLesson LearnedIf they want to keep a customer happy, they will do the right thing, regardless of policies Regards, [redacted] ***

Mr [redacted] purchased the Clearance [redacted] with a 2.55ct center stone in Palladium with a size range of - Our clearance rings are non-returnable/non-refundable but are still covered under our lifetime guarantee Here's the link to our guarantee: http://www.diamondnexus.com/customer-service-our-triple-guarantee.html Ms [redacted] has been working with our Social Media coordinator and our Customer Experience Coordinator on a resolutionOn July 2, we emailed her a UPS label so she could send us her ringWe have offered to measure the accent stones and compare them to a [redacted] we have in stock We also offered to replace the center stone with a Certified Nexus Diamond center stone at no extra charge even though our clearance rings come with a Classic Nexus Diamond On July 3, Ms [redacted] told us she had received the UPS label and would be sending us her ring At this time we have not received the ring but will be contacting Ms [redacted] as soon as it arrives

[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 We accept a full refund from Diamond Nexus Regards, [redacted]

Ms [redacted] purchased a 1.67ct, Cushion cut, Classic diamond simulant from our website on August 7, 2014, for $ This stone was shipped on August 8, and received by the customer on August 15, With this stone shipment, Ms [redacted] received a copy of our Triple Guarantee which reads in part: "If you have purchased loose stones and are having them set by someone other than Diamond Nexus, please tell your jeweler that the stones should be set as though they are rubies The stones will not take direct heat That said, we recommend having Diamond Nexus set your stones in order to keep your warranty intact." Since Ms [redacted] had someone other than Diamond Nexus set the stone, she has voided the lifetime guarantee Ms [redacted] may purchase our Gemstone Setting kit and have Diamond Nexus set a new stone in her ring She would be responsible for the shipping of the kit as well as the jeweler's setting fee and the cost of a new stone As long as no other jeweler works on her ring after we set a new diamond simulant, the stone would have a lifetime guarantee

We updated our Diamond Nexus website the week of October 13th, Ms [redacted] purchased her stone from us on August 7, from our previous websiteThe information when Ms [redacted] purchased her stone can be found by clicking on this link which is a link to our previous website [redacted] In our previous response we did attach a copy of the paperwork that was sent to Ms [redacted] when she received her stone which reads: "If you have purchased loose stones and are having them set by someone other than Diamond Nexus, please tell your jeweler that the stones should be set as though they are rubies The stones will not take direct heat That said, we recommend having Diamond Nexus set your stones in order to keep your warranty intact." We do have a day return policyMs [redacted] is outside of her day return period and cannot receive a refund

Revdex.com:I have other pave rings and have never had to get any of them repaired after 2-years of ownership The Aurora’s design is obviously flawed since it has needed to be repaired twice now after extremely minimal usage: following the last repair, the ring lost its stones after wearing it for day! Blaming my lifestyle is just absurd - rings are made to be worn I would be more understanding of the company’s “lifestyle” explanation if it were just me who experienced the issue, but this has happened to several other outspoken customers There’s no excuse here other than poor quality I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]

[redacted] purchased the Aurora Engagement ring and Aurora matching band on May 16, for a total of $ The Aurora engagement ring and matching band are a pave setting which means there are many, very small stones, on the rings Because of the number of stones, this ring is a bit more delicate and may not be perfect for everyone, depending on their activity level or lifestyle Ms [redacted] is outside of our day return policy, indicated below:http://www.diamondnexus.com/ed/customer-service#30-day-free-returnsAlthoug...⇄ Ms [redacted] 's rings are past the day return policy and the only option after the days is to take advantage of our trade up policy, indicated below:http://www.diamondnexus.com/ed/customer-service#lifetime-stone-guaranteeWe would be willing to allow Ms [redacted] to do an even exchange for a different style of ring or any other regularly priced jewelry item on our website [redacted] may contact our [redacted] , [redacted] , at ###-###-####, to start the exchange process

Ms [redacted] purchased the Lorian Platinum Champagne Nights ring, size 6.25, on November 26, for $from our retail location in [redacted] On April 11, Ms [redacted] decided to upgrade the ring from Lorian Platinum to 10k White Gold and change the size to a for an additional price of $ On April 27, Ms [redacted] picked up the new ring and at that time said she thought the center stone was a little bit darker than her original ring but she decided to wear it for a while to see if she would like it On May 7, Ms [redacted] visited the retail location and was upset that the center stone was not as light as her original ring She also indicated at that time that her ring was not a size like requested but a size She stated she took it to two other jewelry stores and they told her it wasn't a size We offered to do an exchange for another new ring with a lighter center stone but the customer did not want to part with the ring she was wearing in order for us to process the exchange We circumvented our policy and procedure regarding exchanges and started production on the new ring while allowing Ms [redacted] to wear the old one On May 23, Ms [redacted] returned the ring she had been wearing and picked up the third new ring On August 14, Ms [redacted] and her husband visited the retail store in [redacted] , [redacted] to inquire about repairs on their ring We provided them with information on our warranties and our lifetime guarantees including if a stone has been lost the customer will be responsible for a small setting fee Our warranty and repair department received the ring on or about September 1, One side of the ring was bent and several small stones had been lost We contacted the customer and let them know that the ring was not repairable and offered them the option to do the trade up Our trade up policy requires a customer to spend 1/times their original purchase, so in this case she would need to find something for $ They would then get their original purchase price applied towards the trade up order and their out of pocket would be the difference Our trade up policy requires the original item be in good condition Since their ring was irreparably bent we would normally only allow a portion of their original value towards the trade up As a customer courtesy we offered the entire amount to Ms [redacted] Ms [redacted] refused our offer and requested we send their damaged ring back along with some replacement stones Although that would not be our policy, we agreed to accommodate Ms [redacted] and sent the ring along with replacement stones back to her on September 8, via the United States Post Office The tracking number for that shipment is: [redacted] Per USPS records, the package was delivered on September 10, to the address that had been provided On September 15, the customer contacted us stating they had not received their ring and that they have moved We were unable to initiate an investigation into the delivery of the package beyond the delivery confirmation that was available on the USPS websiteOn October 1, we started production on the fourth brand new ring for Ms [redacted] The new ring was shipped to Ms [redacted] on October 9, via United Parcel Service with a required signature for deliveryThe new ring was delivered on October 10, This customer is outside of our day return window as the ring was originally purchased on November 26, and would only be eligible to do a trade up

Hi [redacted] - Long story short, I'm willing to replace your stone for youWhile this does go above and beyond our stated policy, I want you to have a good experience with usHowever, if you do have a jeweler work on the stone again, we're going to void the warranty and not send you a third stoneI would recommend having us set the stone for youWe have world class jewelers and can send you our gemstone setting kit, which will get the ring here insured safelyI'm hoping you take us up on this offer because we'll do the work for free, and your stone will still be guaranteed for lifeHowever, if you're absolutely against this, I can send you another stone to try againI also just want to point out, that diamonds also chip all the timeAlthough you don't hear about it in the industry often, our sister company 12Fifteen offers diamonds, and we have stones crack and chip all the timeI understand this isn't the paradigm in society but we get insurance claims for diamonds on a very regular basisSo, we do continue to stand behind the claims on our website, but we're more than willing to work with you to get a stone that you're happy withPlease let me know how you would like to proceedThank you,

Our diamond simulants are a patented stone that no one else can offer They are made of a proprietary blend of elements to be optically identical to a perfect mined diamond Here is the patent number: [redacted] We do have a lifetime guarantee on our stones so if there were ever a problem with a stone we will fix it or replace it for free Our diamond simulant product was explained to Mr [redacted] through email correspondence with Missy along with our stone explanation that is on our websiteIt can be found here: http://www.diamondnexus.com/contemporary-nexus-diamonds Since Mr [redacted] 's purchase we have added a sister company called Engagement where we sell true grown diamondsThese are chemically identical to a mined diamond Mr [redacted] can upgrade his ring to these diamonds and his out of pocket costs would only be for the price of the new stones We'd be happy to help Mr [redacted] with this process Here's a link to our sister company: [redacted] Mr [redacted] signed the Custom Order Agreement which states that his items are non-returnable See attached

I am the executive that oversees Forever Artisans, the company Mr [redacted] purchased fromForever Artisans makes custom jewelry, that is designed by the customer to their exact specificationsOur designers do make suggestions to limit issues like this but ultimately work to meet the clients' specifications On January 7th Mr [redacted] signed a Statement of Work stating that he understood our policiesI have attached this Statement Of Work, which clearly states that rings with a lot of side stones are subject to having those fall out, and this is not considered a defectFurthermore, after approving his renders on January 20th, he signed a Design Checklist (also attached) indicating he was happy with the design of his ring Unfortunately, stones falling out of rings is not a phenomenon isolated to just Forever ArtisansA quick search of "Jared stone fell out" returns over 750,results (image attached)The reality is that no matter how well we make the ring, nor the quality of the stones, a ring with a lot of side stones is prone to have them fall outThis is why we put this fact directly into our Statement of Work so that consumers understand this before they begin designing All that said, we have helped Mr [redacted] the best we can and will continue toAs he noted, we remade his ring at one point because we wanted to improve the quality of the settingHowever, the setting that was returned to us continues to be sturdy and adherent to our standardsWe're happy to repair the ring and get it back to him right away but he is no longer within his return policy and we have fulfilled all of the guarantees in the documents he signed If there are any further questions about this order, please let me knowTell us why here

Mr [redacted] purchased the Color My World engagement ring, in 14k Yellow Gold with a 1.03ct diamond simulant center stone, from our website on April 10, for $ We follow all United States rules and regulations with regards to stamping our metals and Mr***' ring should have a 14k stamp inside of the band indicating it is 14k gold Mr [redacted] may ship the ring back to us to test the metal in order to give him some peace of mind We would be happy to take a picture of the ring being tested and email the results to himWhile the ring is here for testing, we would also like to offer Mr [redacted] an appraisal which he can use for insurance purposesThe appraisal will list the gram weight of the ring Mr [redacted] is outside the day return policy and is ineligible for a refund Here is the link to our return policy: [redacted]

[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]

Diamond Nexus would like to come to a resolution with Mrs [redacted] [redacted] purchased the Rapture engagement ring in karat yellow gold on May 6, We have a day return/exchange policy that starts the day the item is receivedMrs [redacted] ’ ring was shipped on May 13, At this time we cannot refund this orderMrs [redacted] can have her stones replaced with brand new stones and shipped back to her free of charge Diamond Nexus offers a lifetime stone guaranteeWith use and proper care, your Diamond Nexus stone should never chip, scratch or discolorIf there's ever a problem with your stone, we'll fix it or replace it for free Natural mined diamonds can chip, scratch, and even breakWhile diamonds are the hardest minerals, they still require some care to keep them looking their best and to protect them from loss or damageEven though diamonds are hard, they can be brittle, especially along thin edges.Diamond Nexus strives to provide the best customer service possibleWe would like to share this with Mrs [redacted] by providing the lifetime stone guarantee that we have always promised to our customersIf Mrs [redacted] would like to exchange her diamond simulants for different types of stones, for example pure carbon created diamonds, we can help her with that processMrs [redacted] will receive her full purchase price of her current ring and would only be responsible for the difference in price of the new ring with different stonesMrs [redacted] can contact us at any time with questions or her decision

We sent Mr*** a UPS label to use to return his items on March 14, 2017. He did not use that UPS label so we are unable to indicate the exact date his items arrived. However, Mr***'s refund was processed on March 20, 2017, which would be business days after sending the UPS
label. Our time frame for processing returns is - business days. Once we processed that refund to his credit card, it is up to the cardholders bank to release those funds back to the card

Mr*** purchased the Ulyssa 10k White Gold Engagement
ring from our website on August 15, 2013.
Based on our records he purchased a size 9. We had no reason to believe the ring we
shipped was anything other than a size until Mr*** contacted us on July
30, Mr
*** indicates he had two separate jewelers tell him the ring is
a size We would want to put the ring on our mandrel to check the size. Unfortunately, there is no industry standard
when it comes to jeweler's mandrels so it is possible that one mandrel will
measure slightly different than another.
Mr*** indicates the ring is a size 10, which would be very
uncommon for a mandrel to measure a full size differently
We have emailed Mr*** a UPS label to use to send the
ring in to us for inspection. If we did
ship the wrong size ring last year, Mr*** will not be charged for the UPS
label and we will make Mr*** a new ring in the correct size.
Mr*** has also requested the 20% discount that was
offered last week. We would be more than
happy to apply a 20% discount to the Ulyssa matching band as soon as we receive
the engagement ring and determine its size
If the ring is a size as purchased, Mr*** will need
to take advantage of our trade up program
***
Mr*** originally paid $for the Ulyssa
Engagement ringHe would need to purchase something with a total of $533.25,
which equals 1/times the original purchase price. A new Ulyssa engagement ring and matching
band would be $576.00. This price
includes the 20% discount on the matching band as well as the engagement
ring. Mr*** out of pocket for a
new set of rings would be $The price to have the rings soldered together
would be an additional $50, which would bring the total to $plus
shipping