Diamond Nexus

[redacted] purchased the Aurora Engagement
ring and Aurora
matching band on May 16, 2013 for a total of $1798.40.  In April 2015 the Aurora Engagement ring was
sent in for warranty repair and the repair was done at no charge as a one time
customer courtesy.  In October 2015...

the
Aurora Engagement Ring was sent in with missing stones.  We emailed the customer an invoice for $35.00
for the repair.  At the time that Ms. **
[redacted] purchased the rings our lifetime guarantee stated: if one or more stones
come out of the ring and are lost, we will replace the stones at no charge and
the customer would be responsible for just a small setting fee of $35.00.We do have a 30 day return policy and
unfortunately Ms. [redacted] is outside of that 30 days.  Here is a link to our return policy:http://www.diamondnexus.com/ed/customer-service#30-day-free-returnsWe do have a few options to offer [redacted]:  Ms. [redacted] can pay $35.00 for the repair of
her ring. We would repair it and ship it back to her within 10 business
days.  Ms. [redacted] can exchange the engagement ring
and matching band for a different style. If the price of her new rings are more
than what she originally paid she would be responsible for the difference,
however, she would not be required to meet the trade amount of 1 1/2 times the
original purchase price.Below is the link of our trade up policy:http://www.diamondnexus.com/ed/customer-service#30-day-free-returnsThe final option for Ms. [redacted] is that she can
have the money she spent on the engagement ring and band put into a store
credit that can be used towards any other items from our website or Dreambook
catalog.

Diamond Nexus would like to come to a resolution with Mrs. [redacted].
[redacted] purchased the Rapture engagement ring in 14 karat
yellow gold on May 6, 2009. We have a 30 day return/exchange policy that starts the day
the item is received. Mrs. [redacted]’ ring was shipped on May 13, 2009. At this
time we cannot refund this order. Mrs. [redacted] can have her stones replaced
with brand new stones and shipped back to her free of charge.  
Diamond Nexus offers a lifetime stone guarantee. With normal
use and proper care, your Diamond Nexus stone should never chip, scratch or
discolor. If 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 break. While
diamonds are the hardest minerals, they still require some care to keep them
looking their best and to protect them from loss or damage. Even though
diamonds are hard, they can be brittle, especially along thin edges.Diamond Nexus strives to provide the best customer service possible. We would like to share this with Mrs. [redacted] by providing the lifetime stone guarantee that we have always promised to our customers. If 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 process. Mrs. [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 stones. Mrs. [redacted] can contact us at any time with questions or her decision.

We updated our Diamond Nexus website the week of October 13th,
2014. Ms. [redacted] purchased her stone from us on August 7, 2014 from our
previous website. The 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 30 day return policy. Ms. [redacted] is outside
of her 30 day return period and cannot receive a refund.

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.
Consumer has not heard from business yet. When might he receive his product?
Regards,
[redacted]

Ms. [redacted] purchased the East-West engagement ring on May 23, 2016 and received the ring on June 2, 2016.  Ms. [redacted] called customer service on June 3, 2016 indicating she wanted to return the ring.  We emailed her an RMA (Return Material Authorization) to print and put inside the...

box.  We also emailed her a UPS label to use to return the ring for a refund.  The UPS tracking number of the label we emailed Ms. [redacted] is 1Z16W4V09099270386.  When checking with UPS they have no record of Ms. [redacted] giving them the package with this tracking number and unfortunately, since there's no record of this ring being shipped back to us, we are unable to refund.   We did offer Ms. [redacted] a refund of 20%, $390.80, since the item she purchased has since gone on sale.  Unless we receive the ring back we are unable to refund Ms. [redacted]'s full purchase price.

[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]

We are working with this customer directly to have the stone graded by an independent company. We have agreed that should the grading come back different, we'll honor her return, if not the customer will need to pay the restocking fee or keep the stone. This is not yet fully resolved but in...

progress.

Hi [redacted] -  I apologize, I was waiting for you to email me. Please do at the address below and I can send you a new stone. I will need your address and original order number. The one attached to this complaint isn't under your name for some reason.  Thank you,

Mr. [redacted] is correct that we send an email to every customer who has something held in their shopping cart. That email is not separated out by what product someone has held so Diamond Nexus has "Coupon code not valid on loose stones or in combination with any other offers." directly under the...

coupon code right next to the button a customer would press for Checkout.However,  Mr. [redacted] is also correct that during our most recent sale we did not have the disclaimer on our website excluding loose Nexus Diamonds from the discount. We'd be happy to extend the 20% off to Mr [redacted] for a loose stone purchase.  He may contact [redacted] at ###-###-#### and she will take care of the discount.

Ms. [redacted] purchased a 1.67ct, Cushion cut, Classic
diamond simulant from our website on August 7, 2014, for $130.00.  This stone was shipped on August 8, 2014 and
received by the customer on August 15, 2014.
 
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.

Our Diamond Nexus IT department has the authority and
ability to review a customer’s personal account. The customer service
representative did not have access to Mr. [redacted]’s wish list that showed
pricing.
 
As for the password change, our IT department changed Mr.
[redacted]’s password after logging in to get the above information. We sent Mr.
[redacted] a temporary password to log into his account and change it permanently
for his own security purposes.
 
Here is a link to the product info page on our website which
states in part, “Our stones are not mined diamonds. They are diamond simulants.
They look and act like a diamond, but have a different chemical make up. That
is because we make them in a lab.” We are very open and honest about our stones
and our stone makeup.
 
http://www.diamondnexus.com/ed/what-is-a-diamond-simulant
We would be more than happy to pull the phone call from Mr.
[redacted]’s fiancé for review. We would just need the phone number that was used
when she placed the call.
 
Diamond Nexus has a partnership with 1215 Engagement. 1215
Engagement sells 100% pure carbon grown diamonds. Mr. [redacted] can purchase a
pure carbon grown diamond that will test chemically the same as a mined
diamond. At this time though, we do not have the technology to create a
Marquise pure carbon but Mr. [redacted] can get another shape if desired.
 
Diamond Nexus does offer a trade-up program. It states, “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%. For
example: if you purchased an item for $1000, the upgrade item must be at least
$1500. The upgrade item must be at full merchandise price (no sale items) and
the trade in item must be in original condition. Items may be bundled and used
in the same trade-up.” Here is the link to our trade-up policy:
 
http://www.diamondnexus.com/ed/customer-service
 
We strive to provide an exceptional customer service
experience on all levels. 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 an 8.78 out of 10 rating with ResellerRatings.com. Diamond
Nexus has over 100,000 satisfied customers in all 50 states and 16 countries.

Hi [redacted] - Long story short, I'm willing to replace your stone for you. While this does go above and beyond our stated policy, I want you to have a good experience with us. However, if you do have a jeweler work on the stone again, we're going to void the warranty and not send you a third...

stone. I would recommend having us set the stone for you. We have world class jewelers and can send you our gemstone setting kit, which will get the ring here insured safely. I'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 life. However, if you're absolutely against this, I can send you another stone to try again. I also just want to point out, that diamonds also chip all the time. Although 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 time. I understand this isn't the paradigm in society but we get insurance claims for diamonds on a very regular basis. So, 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 with. Please let me know how you would like to proceed. Thank you,

[redacted] purchased the Rapture engagement ring in 14k
yellow gold on May 6, 2009.  Mrs. [redacted]
sent the ring in for a warranty repair on August 8, 2011. 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 2013 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 2013 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, 2014 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, 2014 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, 2014.
 
[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 $8.00 shipping charge incurred. 
 
We have a 30 day return/exchange policy that starts the day
the item is received. Mrs. [redacted]’ ring was shipped on May 13, 2009. At this
time we cannot refund this order. Mrs. [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]

I am the executive that oversees Forever Artisans, the company Mr. [redacted] purchased from. Forever Artisans makes custom jewelry, that is designed by the customer to their exact specifications. Our 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 policies. I 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 defect. Furthermore, 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 Artisans. A quick search of "Jared stone fell out" returns over 750,000 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 out. This 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 to. As he noted, we remade his ring at one point because we wanted to improve the quality of the setting. However, the setting that was returned to us continues to be sturdy and adherent to our standards. We'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 know. Tell us why here...

Ms. [redacted] purchased the Lorian Platinum Champagne Nights
ring, size 6.25, on November 26, 2012 for $192.55 from our retail location in [redacted]. 
 
On April 11, 2013 Ms. [redacted] decided to upgrade the ring
from Lorian Platinum to 10k White Gold and change the size to a...

6 for an
additional price of $293.05.
 
On April 27, 2013 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, 2013 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 6 like requested but a size 6.25. She stated she took it to two
other jewelry stores and they told her it wasn't a size 6.  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 normal policy and
procedure regarding exchanges and started production on the new ring while
allowing Ms. [redacted] to wear the old one.
 
On May 23, 2013 Ms. [redacted] returned the ring she had been
wearing and picked up the third new ring.
 
On August 14, 2014 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, 2014.  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 1/2 times their original purchase, so in this case she would
need to find something for $728.40.  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 normal policy,
we agreed to accommodate Ms. [redacted] and sent the ring along with replacement
stones back to her on September 8, 2014 via the United States Post Office.  The tracking number for that shipment
is:  [redacted].  Per USPS records, the package was delivered
on September 10, 2014 to the address that had been provided.
 
On September 15, 2014 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 website. On October 1, 2014 we started production on the fourth
brand new ring for Ms. [redacted]. The new ring was shipped to Ms. [redacted] on
October 9, 2014 via United Parcel Service with a required signature for
delivery. The new ring was delivered on October 10, 2014.
 
This customer is outside of our 30 day return window as the
ring was originally purchased on November 26, 2012 and would only be eligible
to do a trade up.

[redacted] contacted me outside of the Revdex.com and we agreed to fix her ring, free of charge. She is okay with this and is sending us the ring to work on. I believe this matter is resolved.

[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.]Thank you very much, I greatly appreciate this. After discussing with my fiance what she would like, we will take responsibility and still have out jeweler set it. I understand this will void the warranty and a 3rd stone will not be sent. I would not expect that either. Again, I really appreciate your offer and you exceeded my expectations. Thank you, [redacted] 
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]

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 website. It can be found here: http://www.diamondnexus.com/contemporary-nexus-diamonds   Since Mr. [redacted]'s purchase we have added a sister company called 1215 Engagement where we sell true grown diamonds. These 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.

[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]

Revdex.com:I have 4 other pave rings and have never had to get any of them
repaired after 2-17 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 1 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]