Diamond Nexus

[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. As an update I have been communicating with *** *** whom is the customer experience manager at Diamond NexusAfter communicating through both phone and email with Michelle we have come to an equitable and satisfactory resolution for both partiesI have CC'd *** on this email as well to keep her updated on my end.If you require any additional information to closing this complaint or should you have any questions in regards to this feel free to contact me
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.DN's response is inadequate and ignores the evidence we have provided. We can not understand its refusal to support our reasonable complaints about a defective ring. I. DN Promised to Remake or Replace The Ring in Our December 13th CallOur detailed notes from the call with DN's representative, ***, confirm our understanding that DN promised to remake or replace the ring. This is only logical - the very problem we sought to resolve on the call was that prior to the call, DN would not commit to helping us. That was resolved when *** stated that they would replace the ring if it was defective, or remake the ring - we would not have sent it to them again to merely be told we needed to pay more money. From our notes, DN apparently reneged on its offer to resolve this dispute when it received the ring, and abruptly shifted course to deny us assistance. II. DN Refuses To Acknowledge Their Clearly Defective Ring is DefectiveTo date DN has not given us any plausible explanation why we may be at fault for their ring's defects. The conclusion that the ring is defective is clear from the history: We received a ring that had no apparent problems. We asked for a re-size. We received a new ring because the re-size was too drastic to do on the ring we purchased. The new ring, from the start, has had significant, consistent problems, which we've reported repeatedly and immediately. The logical conclusion is that this new ring is defective. III. DN Has Offered No Support for its Claim That The Ring has "Wear" Damage and is Not Defective.In refusing to provide us with a replacement non-defective ring, *** stated below (with no evidence), that our ring displays "damage that can only be done as a result of the 'wear' on the ring." Because we have repeatedly asked what we may have done to cause this, and DN has provided no plausible explanation, this appears to be nothing more than the magic language to deny service to a defective ring.The only support DN provides for this argument is listing hypothetical causes for such wear. But we did not do any of those things. DN's only response in reply is that it "must be something else." As our complaint states, *** does not drive a car, does not shower with the ring, does not sleep with the ring, does not exercise with the ring, is not engaged in labor or behavior during the day that stresses the ring in any way, and wears the ring on her non-dominant hand. If DN defines ***'s careful treatment as more consistent with user "wear damage" than with a defect, then 100% of DN's customers should expect to be denied service, since it's not clear what more we could possibly do to wear this "correctly." A ring that has consistent problems with loose stones in this context is textbook defective. DN's response - that it must be the customer's fault, but we don't know and cannot tell you why - signals to us that this is nothing more than a pretext to deny support. IV. Our Requests to Resolve This Are Fair and AppropriateWe have requested either:1. A remake or replacement,2. A trade in for a ring of lesser or equal value, or3. A refund.DN is demanding we pay for any of these options or 2, despite that their ring is defectiveDN has not responded to our request for option 3.If DN does not stand by their product, the alternative request for a refund is a reasonable compromise. While it does not save us the time we have spent on this ring and experience, it at least puts each party in the position we began. In short: throughout this process, we have never requested or demanded anything except for DN to provide the ring, non-defective, that we originally bought and paid for. DN took our money. It is only appropriate they honor their end of that transaction or unwind it
Regards,
*** & *** ***

Mr*** purchased the *** with a 2.55ct center stone
in Palladium with a size range of - on June 6, for $from
our Clearance sectionHe chose size 6.25.
Mr*** purchased this ring from our Clearance section through our
website
Ms*** called us on
July 1, after she found a
similar ring in our clearance section for $649.00. The description for this ring is: Simply Accented Ring with Round
Brilliant Center Stone - Palladium - Ring Size 6.0. Although this ring is similar in appearance
based on the picture, it is not a *** ring but a custom ring. One way to tell is that this ring is only
available in a size and cannot be sized.
The *** ring has the ability to be sized up full ring size, which
is why the ring Mr*** purchased had the size range option of -
All of our clearance items are notated with: "This item falls outside of the standard
Diamond Nexus return policy and may not be returnedHowever, it is eligible
for our trapolicy and all performance guarantees remain intactThe price
of this item is not transferable to any similar items."
Ms*** can take advantage of our trade up program,
which means she would need to find something totaling 1.5x her original
purchase price or moreShe could purchase a new *** in PalladiumThe
price would vary based on the center stone size

Mr*** 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, 2013.
In May Mr*** 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*** 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*** and/or Ms*** 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*** so she can send
her rings in for inspection and repair by the master jeweler
The trade up policy is one and one half times the original
purchase price. Mr*** spent $
and to do the trade up he would need to purchase something that is at least
$978.75.
We would like to waive the trade up requirement and allow an
even exchange to Mr*** and Ms***.
If they choose rings that have a higher cost than $they would
have to pay the difference but they do not have to meet the one and one half
times trade up

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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.]
================================================================================...⇄ /> I have reviewed the response made by the business in reference to complaint ID ***, 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.]========================================================================...⇄ 8/30/2014MESSAGE FROM Diamond Nexus:QUOTE;"We will not speak of the owner’s past as it has no relevance with Mrs***’ complaint about her Rapture engagement ring." unquote Oh yes it does!!!! That actually says it all!!!!!It proves how this company has rip off consumers for many years & are getting by with it. No one could have an A+/perfect rating logically, with all the consumer complaints that's been reported to the Revdex.comThis needs to be re-evaluated & corrected. This is a broken system. 2nd Quote; "there is not always a way to validate the authenticity of every post." I sent web-links to validate mine & your response was stated as "We will not speak of owner's past", as I quoted earlier. 3rd Quote,"As a company, we work very hard to ensure that every customer who has experienced a problem is taken care of to the best of our abilities."That can't possible be true,,,, because all I & many others, have asked for is what you promised, GOOD QUALITY STONES! I also suggested, you replace them with smaller stones so they would not scratch & discolor so easily. You refused to do this without me doing the "trade up" deal you offer, where I must spend another $500.00.If you can't sell me good stones when I've spent $1000.00, Why would I spend $more????Lies & Scams!!!!!!!!! Why can't you just do what you promised & advertise to start with????PLEASE, I want is an answer to the above question!!!!!!*** ***

Hello,I am sorry that you are still not satisfied with the options we have presentedI feel we have been more than fair in offering solutions to resolve the situationAt this point, the only options I can offer for a non-defective ring is to repair the damage(fees apply)If you will accept no other resolution outside of a refund then you will need to reach out to our customer service team to provide your financial informationWe do not keep that on fileI want to be very clear that if you choose to be refunded, we will close your account and resell the ringThis ring is NOT defective and the damage done is repairableSince this is now your second ring with the same issues, we will not be recreating another ring in this designIf you wish to change design at this point you would need to follow the trade up policy as available to all our customersAgain, if you wish to receive a refund, your ring will be resold and account will be closed from any future purchases with us. ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. The wedding band is poorly made and is overpricedI've found many well known retailers selling a better ring for at least 1/the cost from Diamond Nexus The sheer fact that it is poorly made and over priced should be reason enough to allow the return for a full refundI love my engagement ring, so obviously am keeping it, I don't understand why DN won't just allow the wedding band full returnI was happy with all their customer service provided up until they would not allow the return of the poorly made and over priced ringThe wedding band is flawed, not the right shape, not flat and the indent (for the engagement ring diamond) is not smooth - poor craftsmanship. Regards,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I acknowledge the email correspondence provided by Diamond Nexus, however, the fact remains that this company is misleading at the point of saleAt no time was it explained to me that I was paying $for plasticAgain, I was led to believe that my "stimulant" was lab grown carbon, not a plastic moldingThis explanation was given to me by Missy during a phone callI do not believe any consumer would go through with a purchase this large if they knew what they were actually gettingThe price cannot be justified for such worthless materialA salesperson told me I was purchasing one thing and sold me something completely different; I should have the right to have this correctedI did not get what I was looking for, and it is not fair, nor is it good business, for Diamond Nexus to put me out of thousands of dollars because their business decided to lie to meI believe Diamond Nexus should be held accountable for their deceptive actions in this process.
Regards,
Michael ***

*** ***'s Tiffany style matching band is set in 14k solid white goldIt was purchased on November 14, and was delivered on December 2, 2014. Diamond Nexus has a day return policy and unfortunately, this purchase is well outside of those daysAs previously offered, we would be happy to send Ms*** a UPS label to use so she can send in the Matching band for inspection and repair if needed.We would also be happy to help Ms*** in a trade up. Our trade up policy reads in part, ""If at anytime you’d like to upgrade your Diamond Nexus jewelry you may but the trade up purchase must exceed the amount of the original purchase by 50%." However, as a courtesy to Ms*** we would be able to lower the trade up amount to 25% more than the original purchase amount of $381.73, meaning she would need to find something valued at $or more and then would only be responsible for the difference

Revdex.com:
I was never made aware this ring would look comet different then the *** I was told the photos from the website have not been updated which us completely misleadingNot only us the center stone different the prongs are different the size if the stones on the band are different this changes the style of the *** which I'm fact makes it a different ring then the ***.I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

We are very sorry to hear about Ms***'s loss and extend our deepest sympathies Diamond Nexus has a day return policy that our customer service representatives are instructed to adhere to. However, considering the special circumstances surrounding Ms***'s order, we will
make an exception to our policy and allow her to return her purchase for a full refund We have spoken with Ms*** and have provided her with the appropriate documents and a shipping label for her to do the return and will process the refund within our time frame which is usually between and business days once the item is returned

Thank youI appreciate the response
We did indeed deal with the *** store as well as the customer service in Wisconsin because the employees at the *** store including the *** ***, Jacqueline, are extremely rude and unhelpfulI have never seen such poor customer service in a retail location and unwillingness to help or make a customer happy
On the first upgrade occasion, the center stone was very much darker than the original ring and also much darker than the ring they still advertise todayIt was obviously a poor quality and error in productionThe reason I left with the ring is because a *** associate tried to convince me that was their new style of this ringEven though they still had one in a different size in their display case and as I mentioned still do not advertise a darker stoneShe tried to convince me it was so much better and prettier so I just took her word and leftBut the situation did not sit well so I made my way back to the store
The size was continually incorrect to other Jewelers sizing this was a constant disappointment as well and a repeated issueI also, gave into this concern because I liked the ring so much and was happy with the 10k upgrade once the stone was changed back
I find it extremely interesting anytime I have talked to the *** *** at *** or my husband to *** or *** from Wisconsin that they have such a difficult time pulling up any of our information but now they seem to have it down to the detail including everything I said in each instance
The point of the concern is no jewelry store should stand behind this type of merchandiseIt should not deteriorate like this in less than a year
The ring was not bent however it was missing stones which is unacceptable and very poor quality
We were also told that it was not something that could even be repaired not even for a small fee they claimed the first time aroundTheir stories between locations and jewelry repair were not consistent
I DID NOT want an upgradeI wanted my ring in tact and for them to stand behind their merchandiseI truly hope no other customers have to go through this kind of situation for jewelry that is supposed to be high quality
When the ring and the diamonds were supposedly sent backThe package never arrived, we contacted *** again inquiringWe asked why it was not insuredAnyone would think a piece of jewelry being shipped would be insured going through the mail*** told my husband that the piece was not worth itTo me it has a sentimental value and that was extremely bold of her to sayWe moved only a few doors down prior to the shipping of the original ring, therefore we should still have received the shipmentWe checked with our leasing office, our mail lady, and even our neighbors and nothingShe then told us she would open an investigationdays later my husband had to call back inquiring about that investigation which he was then told they could not do an investigationAgain, no follow up from the company
We did receive the replacement ring which we were very grateful for and even agreed on no warranty because of what the ring means to meHowever, now I am fearful to even wear this ring because of what happened the first time around and how poor quality Diamond Nexus jewelry isNot to mention I do not want to ever have to call them or go in that store again because of the people and customer serviceThe deterioration is unbelievableNot to mention the poor experience and poor customer service from the leaders in their companyI realize we were not buying one of their higher priced pieces but they clearly do not value their customersClearly they think customer service is taking your money and not standing behind a good product and then continually being rude and disrespectfulI would hope the poor behavior catches up to the company very soon
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

Mr*** 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 a sale price of $Original price for this ring is
$989.00. Since the ring was already
discounted we are unable to provide Mr*** with any additional discounts on
this ring
All of our 14k gold engagement rings are solid and not gold plated
Mr***’ Color My World engagement ring is solid 14k yellow goldWe would
like to provide Mr*** with a UPS shipping label so he can send the ring
back to us for an appraisalThe appraisal will list the gram weight of the
ring and can be used for insurance purposes
Diamond 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 a out of rating with ResellerRatings.comDiamond Nexus has
over 100,satisfied customers in all states and countries

On August 29, Diamond
Nexus sent out a mass email to all of our customers stating that we were having
a Labor Day SaleThe sale stated Up To 70% Off Clearance Engagement Rings
Mr*** purchased the
regularly priced Lorelai Engagement ring in 14k White Gold with a
.95ct
marquise center stone from our website on August 29, at 8:54pm. The regular price for this ring is $
and Mr*** received a 15% discount making his price $709.75. Here is the link to the Lorelai engagement
ring on our website: http://www.diamondnexus.com/lorelai-marquise-cut-engagement-ring.html
Mr*** contacted our
customer service department at 12:29pm on December 29, and spoke with a
customer service representative. He
asked about the price of the Lorelai engagement ring and inquired about a 70%
off email that he had received in August 2014.
We explained to Mr*** that the email he had received in August was
regarding our Clearance items and not the regularly priced items on our
websiteThe Lorelai was not one of the Clearance Engagement Rings listed for
up to 70% off
Mr*** is outside of our
day return policy and cannot receive a refund. However, he can take advantage of our trade
up program if he'd like to get a different ring. Here is the link to our return policy and our
trade up policy: http://www.diamondnexus.com/ed/customer-service

Hello, We had offered to replace the ring, if defective, however we did not promise a remake under any other circumstances. I personally offered to inspect the ring and offered a free replacement if after inspection the ring was deemed to have manufacture defect. However, the ring arrived back...

to us with damage that can only be done as a result of the "wear" on the ring. This damage is known to contribute to the loose stone issue the customer expressed having issues with. The ring was no longer in a "round" shape on the band, thus causing extra tension on the prongs (loose stones). The extended warranty coverage was also not purchased, which is why there is now a $20 fee to repair the damage, plus a $10 shipping charge. There also was no mention in our previous conversations that there may be damage done to the ring. To correct this, we have offered to do a tightening and reshaping of the ring, again the extended warranty was not purchased so the standard fee for that does apply.  We have not yet received a response requesting the ring back. If you do not wish to pay the fee, we can return it to you. We also offer a trade up policy which we can offer if you wish to switch to a different ring, again the standard fees would apply. The free replacement was offered for manufacture defect, however, that no longer applies since the ring arrived with damage from wear. We are still offering all the same policies we offer to all our customers. The customer is requesting a complete remake of the ring. We don't have evidence to support that the issues being experienced are in any way a result of the craftsmanship of the ring. [redacted]

Hello [redacted], I am very sorry for the way this situation has been handled. I have discussed this with my team to clear up any misunderstandings. I will get this order reprocessed for you as a courtesy and shipped as soon as possible. I do apologize for the inconvenience of this. If there is...

anything else I can do to help, please feel free to reach out to me anytime at [redacted].

[redacted]'s fiance, Mr. [redacted], purchased theTiffany style engagement ring and the Tiffany style matching band on November 14,2014 and the rings were delivered on December 2, 2014.   Diamond Nexus does have a 30 day returnpolicy.  Here is the link that...

policy: http://www.diamondnexus.com/ed/customer-service#30-day-free-returns  ...⇄ this was purchased over 30 days ago we do have acouple of other options we can offer: We would be happy to send Mr. [redacted] a UPS label to use sohe can send in the Matching band for inspection and repair if needed. Mr. [redacted] can also take advantage of our trade up policywhich reads in part:"If at anytime you’d like to upgrade your Diamond Nexusjewelry you may but the trade up purchase must exceed the amount of theoriginal purchase by 50%." Here is the link to our trade up policy: http://www.diamondnexus.com/ed/customer-service Unfortunately, it is outside the 30 day return period and weare unable to honor a return for a refund. Mr. [redacted] may contact [redacted] at###-###-#### if he would like to take advantage of one of these options.

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 false intent. I 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" gold. I do realize that I am outside the 30 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 stated. My 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 investment. We were very disappointed that we were not informed that this ring is plated gold, once again false advertising. We were told that the ring would not be worth more than $200 at most and that was being generous. We are simply requesting a partial refund of what we paid, this would be to our satisfaction. If we do not receive any compensation, then we will simply encourage others to NOT put trust in Diamond Nexus and make purchases there. Lesson Learned. If 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 6.0 - 7.0. 
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 resolution. On July 2,
2014 we emailed her a UPS label so she could send us her ring. We 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, 2014 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.