Diamond Nexus

Mr. [redacted] purchased the Ulyssa 10k engagement ring, for
$427.50, on June 14, 2012 and purchased the matching Ulyssa 10k wedding band,
for $225.00, on February 2, 2013. 
In May 2013 Mr. [redacted] sent the Ulyssa engagement ring and
matching band in to be soldered together which cost them...

$50.00 for the
soldering and an $8.00 shipping charge. 
August 19, 2013 Mr. [redacted] sent in the Ulyssa rings because
one of the smaller side stones had fallen out. 
The repair charge was a $35.00 setting fee plus $8.00 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, 2013 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 30 days of them receiving the repaired rings back.
In May, 2014 the customer sent their rings back in for a
missing stone.  We created a work order
for the repair on May 23, 2014 for the setting fee of $35.00 as well as $8.00
for shipping charges.  We emailed this
invoice to the customer.  On June 20,
2014 the customer paid for the repair and we shipped the rings back to her on
June 26, 2014.
The Ulyssa ring has 36 small accent stones. Rings 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 $652.50 and to do the trade up he would need to purchase something that
is at least $978.75.  We would take their
Ulyssa set back and subtract $652.50 from the total leaving them an out of
pocket of $326.25.
Here is the link to our trade up policy:
http://www.diamondnexus.com/customer-service-trade-up-policy.html

Mr. [redacted] purchased a custom made Platinum engagement ring with a 2.04ct Cushion cut diamond simulant center stone from our Nexus Design Studio on January 17, 2013 for $6287.88 which includes a $150.00 CAD fee.  Prior to Mr. [redacted] making the purchase he and [redacted] had email...

communications with a sales person in the Design Studio in which she describes our stones as diamond simulants.  Below are some of the emails between the sales person and Ms. [redacted] as well as emails between the sales person and Mr. [redacted]:   Ms. [redacted], November 13, 2012 at 4:37pm:   Thank you for your timely response. I'm very much a novice when it comes to rings and design so I will be needing a great deal of assistance. Below you will find the information you requested. Please let me know if there is anything else I should include at this time.    Ring Size = 6/7 I believe, I can confirm it later Stone Shape = cushion Budget = We would like to keep it around $3,000   Design Ideas: -Band from the first picture. Small split and paves down the side.  -Cushion stone from the second picture.  -Engraving: Love Since 11/05/04   [redacted] | ###-###-####   Sales Representative, November 13, 2012 at 5:45pm:   Hi [redacted], I hope you are doing well today! Thank you for getting back to me. I have put together a price quote for this custom ring as you describe. The price for this design with a 2.43ct Cushion cut diamond simulant certified center stone with round accent stones in Platinum will be approximately $6000-6250. The price in 14k white gold will be approximately $3300-3550. I would recommend that you do a CAD since we would need to make a new model to cast the design. The CAD process is a computer generated image that enables you to see the design from beginning to end. You will be assigned a designer and work with him or her all the way though the design process until the model is exactly the way you want it and you are ready to have the piece cast.  You will be able to make changes along the way, adding or deleting to the design or the stone size and being able to see the changes throughout the process. Please keep in mind that the CAD is a computer generated image, so the piece will appear bulkier on the CAD design than it will in real life.             The price for the CAD is $150.00 for the first 5 changes.  After the 5 changes, you can continue to make changes for $50 per change. The price quote I provided is an approximate price, as the exact price will be determined from the final CAD design specifications.    Once the CAD process is completed it will take approximately 3-4 weeks to make the piece.  At that time we will need 1/2 down to start production and the balance would be due upon completion.     I look forward to working with you! Please feel free to contact me if you have any questions.   Missy [redacted] The Nexus Design Studio   Mr. [redacted], December 4, 2012 at 2:25pm:   Hi Missy, My name is Mike [redacted], you've been emailing my girlfriend [redacted] about a custom engagement ring. The picture below us the one she has settled on. I wanted to get and updated quote for about 2.5 carats cushion cut, single band with the December discount included. I also wanted to know about your return policy regarding custom rings. Is there a standard or a warranty I can purchase in the case if missing stones or tarnishing? Also if there is any kind if certification for the center stone? Thanks, Sent from my iPhone   Sales Representative, December 4, 2012 at 3:00pm:   Hi Mike, Thank you for getting in touch with me. I have put together a new price quote based on the design she has decided on. The price for this custom ring with a 2.43ct Cushion cut certified diamond simulant center stone with round pave accent stones in Platinum will be approximately $6150-6400. This quote is before the Holiday promotion. We will apply the promotion once we complete the CAD and know the final specifications.  I would recommend that you do a CAD since we would need to make a new model to cast the design. The CAD process is a computer generated image that enables you to see the design from beginning to end. You will be assigned a designer and work with him or her all the way though the design process until the model is exactly the way you want it and you are ready to have the piece cast.  You will be able to make changes along the way, adding or deleting to the design or the stone size and being able to see the changes throughout the process. Please keep in mind that the CAD is a computer generated image, so the piece will appear bulkier on the CAD design than it will in real life.             The price for the CAD is $150.00 for the first 5 changes.  After the 5 changes, you can continue to make changes for $50 per change. The price quote I provided is an approximate price, as the exact price will be determined from the final CAD design specifications.    Once the CAD process is completed it will take approximately 3-4 weeks to make the piece.  At that time we will need 1/2 down to start production and the balance would be due upon completion.     I look forward to working with you! Please feel free to contact me if you have any questions. Are you ready to get started? Do you need this by a certain date?   Missy [redacted] The Nexus Design Studio   Sales Representative, December 4, 2012 at 3:02pm:   Sorry I forgot to answer a couple of your questions. We do offer a stone warranty so if any of the stones were to become damaged we will repair. If a stone becomes missing we will replace for a small resetting fee. The stone will be certified. Unfortunately this design is not returnable, exchangeable or eligible for trade up. Please let me know if you have any further questions. Have a great day!   Missy [redacted] The Nexus Design Studio       The sales representative did communicate with Mr. Cramer and Ms. [redacted] that they were purchasing a diamond simulant and that their purchase would be non-returnable, exchangeable, or eligible for a trade up. We are able to provide the signed document that states this information as well. We are not able to provide a refund to Mr. Cramer.

[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]

Hello, I am very sorry to hear you are not happy with your purchase. We do try to be as clear as possible on our website regarding our stones. Here is a link to the learning center on our website where the stones are identified as a simulant. ...

http://www.diamondnexus.com/contemporary-nexus-diamonds If you have any suggestions on how we can be more clear on this, please feel free to reach out to us. We do have documentation showing the differences between our stones and cubic zirconium. I would be happy to provide that to you as well if you like. With regards to the earrings you currently have, we absolutely do honor our lifetime guarantee on all our merchandise. We provide shipping labels to cover the shipping charges to send the item in to us for warranty or repair, and stones will be replaced at no charge. We want to ensure your stones always look as they did when you first purchased them and that you are continually happy with your jewelry.Please feel free to reach out to me directly at [email protected] if you would like further assistance with sending the earrings in for a cleaning and replacement of the stones. I do apologize that one of our reps told you to try selling them on an online resale site. That is not something we encourage our customers to do in any situation and I will address that with the person who suggested it to you.  [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]

[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]

We strive to provide an exceptional customer service experience on all
levels including our retail store and our call center. 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 8.32 out of 10 rating with
ResellerRatings.com. Diamond Nexus has over 100,000 satisfied customers in all
50 states and 16 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 provide. On 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 30 day return window as the
ring was originally purchased on November 26, 2012 and would only be eligible
to do a trade up.
Here is a link to our trade-up policy:
http://www.diamondnexus.com/ed/customer-service

[redacted] purchased the
Aurora Engagement ring and Aurora
matching band on May 16, 2013 for a total of $1798.40.  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 30 day return policy, indicated below:http://www.diamondnexus.com/ed/customer-service#30-day-free-returnsAlthoug...⇄ Ms. [redacted]'s rings are past the 30
day return policy and the only option after the 30 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], at
###-###-####, to start the exchange process.

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.
This was not the information that was available online when I made my purchase, I read everything over and over again before deciding to make this purchase and there was NO information available online about not heat setting the stones. the website makes numerous claims about the stones acting like diamonds and being hard like moissanite and this information is not true.  
Regards,
[redacted]

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, 2015 for $890.10. 
 
We follow all United States rules and regulations with
regards to stamping our metals and Mr. [redacted]' 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 him. While the ring is here for testing, we would also like to offer Mr.
[redacted] an appraisal which he can use for insurance purposes. The appraisal will
list the gram weight of the ring.
 
Mr. [redacted] is outside the 30 day return policy and is ineligible
for a refund.  Here is the link to our
return policy:
 
[redacted]

Ms. [redacted] purchased the 2.04ct round Siren engagement ring in 14k White Gold on February 11, 2015 from our website.  The ring is set with our Nexus diamond simulants, which are explained on our website. It reads in part, "Optically identical to mined diamonds, but significantly less...

expensive".  Here's the link to the stone education page on our website:   http://www.diamondnexus.com/contemporary-nexus-diamonds   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:  9055792     We do have a lifetime guarantee on our stones which is outlined on our website.  It says in part, "If there's ever a problem with your stone, we'll fix it or replace it for free."  Here is the link to the full lifetime stone guarantee:   http://www.diamondnexus.com/customer-service#lifetime-stone-guarantee     Ms. [redacted] is outside of our 30 day return policy, which is outlined on our website.  Here is the link to our return policy:   http://www.diamondnexus.com/customer-service#30-day-free-returns     We would be happy to repair Ms. [redacted]'s ring. She can call our customer service department at 1-800-509-4990 and any of our customer service representatives will be able to assist her.   We are also very proud to have an A+ rating with the Revdex.com and have carried this rating for many years. Here is the link to our rating with the Revdex.com:   http://www.Revdex.com.org/wisconsin/business-reviews/jewelry-manufacturers/diamo...⇄

I can’t give 0 stars or I would stay clear of this terrible company they treat their customers like criminals for adhering to the policies they have set for their company! If I can save one person from having to deal with the poor quality and customer service of diamond Nexus then this was worth it. I also filed a complaint with the Revdex.com but am still waiting to hear back

I purchased my husband's wedding ring in 2012. At that time Diamond nexus had an excellent warranty. The website boasted" you do not need to purchase insurance on your ring" because the lifetime warranty covered lost or stolen rings in addition to damage. My husbands ring broke this week, when I called to inquire about having it repaired I was told, "We don't repair that type of ring, that's why it's so cheap". I'm very upset. I would have purchased insurance independently, and probably would have bought elsewhere if I had known they were not going to honor their warranty plan. Additionally, I inquired about my ring being replaced if it is lost of stolen, and was told they would only replace the stone. This is not what was promoted to me in 2012, and not what I paid for. I purchased from them because of the replacement warranty. I'm very upset, and believe this is unethical practice on their part. I will not order from them again.

Review: My husband and I have had nothing but bad experiences with this company. They do not stand behind their policies and the customer service is beyond poor. There are employees that can never resolve issues and employees will not contact you back in regards to problems or address problems with their products. I work in a similar environment and could not imagine treating customers the way this company does. Not to mention the terrible quality of their products. We bought an engagement ring in 2013, early in the year. We needed it sized better and wanted to upgrade the ring a few months later. The diamond came back a different color, the sizing was incorrect and they tried to tell me there was nothing they would do and convince me this one was better. Then I had it sent back and the diamond color was better but the size was never corrected. I settled for it because I loved the design so much. About a year and a half later I realized 6 diamonds were missing when I looked down at my ring. This company charges a fortune for extremely poor quality. I have never heard of an engagement ring losing diamonds in a year. At this rate I would need a new ring every year. When going to the store, which is out of our way, we received an I don't really care attitude from the [redacted] who was willing on at least 3 occasions to do nothing and then tried to blame the problem on me. Not to mention their computer system miraculously loses your information every time you enter the store, even though I have records of their transactions, it takes them an hour to even find it and sometimes they don't find it. My husband proceeded to try to have my ring fixed of which they were unwilling to do under warranty. We finally got them to send us the diamonds and we said we would take care of it ourselves. However, I still feared that no other jeweler would touch the poor metal because of the quality. On another note, we left my ring with them to send to their repair to find out the damage. They were supposed to send the ring back with the diamonds mentioned above and did not insure the ring nor did it ever make it back to me. My husband proceeded to contact them about this situation. The lady he encountered was named [redacted] and apparently took over for the initial and main contact person [redacted]. Whom I believe did not exist. Between the [redacted], and [redacted] it became a game and my husband had to continually contact them to try to get an answer and resolution. With mine and my husbands persistence we still did not have a happy ending. This is a Jewelry store with such poor service I am shocked they are still in business due to their nature of doing business. I am pretty easy to please and this company is incredibly terrible. No action is ever taken nor do they stand behind their name and merchandise. In retail you are supposed to try to sell a great product and have customers recommend you. In this case, I will surely go out of my way to make sure they get the worse recommendations among all the sources I know possible. I have never been so unsettled with an experience.Desired Settlement: Refund and Apology

Business

Response:

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.

Consumer

Response:

Thank you. I appreciate the response.

We did indeed deal with the [redacted] store as well as the customer service in Wisconsin because the employees at the [redacted] store including the [redacted], Jacqueline, are extremely rude and unhelpful. I 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 today. It was obviously a poor quality and error in production. The reason I left with the ring is because a [redacted] associate tried to convince me that was their new style of this ring. Even though they still had one in a different size in their display case and as I mentioned still do not advertise a darker stone. She tried to convince me it was so much better and prettier so I just took her word and left. But 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 issue. I 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 [redacted] at [redacted] or my husband to [redacted] or [redacted] 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 merchandise. It should not deteriorate like this in less than a year.

The ring was not bent however it was missing 6 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 around. Their stories between locations and jewelry repair were not consistent.

I DID NOT want an upgrade. I wanted my ring in tact and for them to stand behind their merchandise. I 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 back. The package never arrived, we contacted [redacted] again inquiring. We asked why it was not insured. Anyone would think a piece of jewelry being shipped would be insured going through the mail. [redacted] told my husband that the piece was not worth it. To me it has a sentimental value and that was extremely bold of her to say. We moved only a few doors down prior to the shipping of the original ring, therefore we should still have received the shipment. We checked with our leasing office, our mail lady, and even our neighbors and nothing. She then told us she would open an investigation. 10 days later my husband had to call back inquiring about that investigation which he was then told they could not do an investigation. Again, 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 me. However, now I am fearful to even wear this ring because of what happened the first time around and how poor quality Diamond Nexus jewelry is. Not to mention I do not want to ever have to call them or go in that store again because of the people and customer service. The deterioration is unbelievable. Not to mention the poor experience and poor customer service from the leaders in their company. I realize we were not buying one of their higher priced pieces but they clearly do not value their customers. Clearly they think customer service is taking your money and not standing behind a good product and then continually being rude and disrespectful. I would hope the poor behavior catches up to the company very soon.

Just don't. I've had mine for 2 years now and it's so cloudy. I have to clean it several times a day to make it look nice and even then...within an hour it's pretty bad. It looks very obviously fake. Their milgrain work is extremely [redacted] as well. I don't support buying actual diamonds because that is a rip off for sure, but with this option you're still getting ripped off - just maybe not quite as much. Either way, it's enough to make me look for something else. At this point I'm checking more into moissanite or simply a colored natural stone of some sort. It's a shame because the style of the ring is perfect, and I can't find it anywhere else, but the workmanship is less than desireable and the stones are a joke. It is embarrassingly cheap looking, and I'm not picky about jewelry (seriously, like at all), but I just can't wear it forever as my E-ring. No-sir-e-bob. Only problem now is you can't sell it ever because it has literally no value. *le sigh*
I debated even leaving a review, and I'm guessing a lot of people don't because they don't want their friends/family to know they opted for fake stones, but something's just gotta be said about this. I tried to convince myself for a long time that all the negative stuff was just due to aggravated competitors, but seriously - don't buy one of these and have to figure out that isn't the case the hard way, like I did, lol. I'm almost more pissed at this company than De Beers because they are seriously just chucking CZ for slightly less than diamonds and calling it a value. :(

Review: I purchased a ring it was a sale "[redacted]" ring for. $1229 when I received the ring it did not look like the picture shown . So I went on the website and indeed found a ring that looks exactly like the ring I received only it was not a [redacted] it was a "simply accented ring" for $649. When I called they told me that the ring I purchased was indeed a [redacted] but had been modified this was never mentioned in the listing I was also told that the photos on the website have not been updated so the ring looks different then the one they show being sold they refuse to allow me to return the ring and offered to shave down the prongs to make it look like the "[redacted]" well if I purchased the [redacted] then why do you now have to make it look like the [redacted]Desired Settlement: The difference between what I paid $1229 and what the ring I received is selling for $649

Business

Response:

Mr. [redacted] purchased the [redacted] with a 2.55ct center stone

in Palladium with a size range of 6.0 - 7.0 on June 6, 2014 for $1269.80 from

our Clearance section. He chose size 6.25.

Mr. [redacted] purchased this ring from our Clearance section through our

website.

Ms. [redacted] called us on July 1, 2014 after she found a

similar ring in our clearance section for $649.00. The description for this ring is: Simply Accented Ring with 2.55 Round

Brilliant Center Stone - Palladium - Ring Size 6.0. Although this ring is similar in appearance

based on the picture, it is not a [redacted] ring but a custom ring. One way to tell is that this ring is only

available in a size 6 and cannot be sized.

The [redacted] ring has the ability to be sized up 1 full ring size, which

is why the ring Mr. [redacted] purchased had the size range option of 6.0 - 7.0.

All of our clearance items are notated with: "This item falls outside of the standard

Diamond Nexus return policy and may not be returned. However, it is eligible

for our trade-up policy and all performance guarantees remain intact. The price

of this item is not transferable to any similar items."

Ms. [redacted] can take advantage of our trade up program,

which means she would need to find something totaling 1.5x her original

purchase price or more. She could purchase a new [redacted] in Palladium. The

price would vary based on the center stone size.

Consumer

Response:

Review: Hello,

You can see in the complaints area on this site that in July of 2013 I had filed a complaint against Diamond Nexus under [redacted], my maiden name. The first issue I had was that my original ring was replaced when sent into corporate to be resized. I was never contacted about the trade or aware it was done until realizing that the AIR certifications did not match up. Eventually after much fighting to get someone to call me back etc I got my original stone placed into the new rings they has given me. A few months later I had noticed that one of the accent stones was missing in my ring. So began the process of arguing with diamond nexus to try to get a fair resolution. In the end I had to drive it to the store in [redacted] on my paying for the gas myself to send it out to corporate to get fixed. Diamond nexus refused that the problem was because of the poor quality ring they had made and explained that they were being nice by repairing it for free because usually they charge for said repair. The person at corporate also explained to me that " diamond nexus is not for everyone and they would be happy to refund me the full cost of the ring if I returned it even though it was outside the 30 day return policy. This ring is from my fiance it's a big sentimental deal I will not return it because no other ring or stone is the one my husband bought or proposed with or was there the day of the wedding. You buy these things with the thought process that it's forever. You can pass rings on to great grandchildren after you have passed on etc. This is unfortunately not the case with the Sophie ring. After it was returned from diamond nexus corporate office I thought my problems would be over. Unfortunately now the ring is cracked in half on the band. I am a preschool teacher and gentle on my ring. Don't wear it doing dishes sports the spa anything that could be bad for it and somehow it's cracked? I have not had the ring so much as two years yet and have had to have accent stones replaced and now need the ring repaired again from a very serious failure. I feel that diamond nexus does not have a high standard of quality and it shows in my ring. When my engagement ring was purchased it was under the notion that it was of a high quality mamufacting that would last a lifetime " You know exactly what you want for your engagement ring: a gorgeous ring, of the highest quality, that makes people say, wow! An heirloom piece that will last a lifetime and you will pass down to your children. And, it's possible. Your ring is waiting for you and it's at a price you can afford. Join the over 250,000 couples who have made the decision that's smart for their future and smart for the planet; a lab-created engagement ring from Diamond Nexus.

that " that is directly off diamond nexus website. Is having a ring with missing stones and a complete separation in the band within 2 years of ownership anything like they describe? No

.Desired Settlement: I would like Diamond nexus to repair my ring as quickly as possible and to be sure not to just swap it with another Sophie ring. I would also like diamond nexus to pay for a lifetime extended warranty, while still honoring their own stone warranty, with a different jeweler of my choice so that I no longer need to do business with them in any future problems unless it is a problem with one of the stone in my ring.. I do not feel I got what I paid for nor do I feel confident that diamond nexus is a high quality jeweler as advertised, and said advertising is what we purchased, due to these problems in such a short amount of time.I do not want to return my ring as it is a sentimental piece of my marriage. Much like diamond nexus doesn't want to do business with me as stated by telling me diamond nexus is not for everyone I don't want to do business with them so paying for a lifetime warranty through a different jeweler , after reparimg my ring, fixes this problem for everyone

Business

Response:

Mr. [redacted] purchased a size 7, Sophie

Engagement ring and Sophie Matching band, from our retail store on February 21,

2013. In late March the customer advised

us that the rings were too large and that they needed size 6. On March 26, 2013 an exchange order was

created for the new size rings. Not

every ring can be sized without compromising the integrity of the ring. The Sophie Engagement ring and matching band

are rings that cannot be sized so we created a brand new set of rings in the

size the customer needed.

The Sophie Engagement ring and matching band

take approximately 12 business days to produce. The customer had a photo shoot

on April 3, 2013, so we loaned the customer a 14k white gold, size 6.5,

Magnolia engagement ring to wear for her photos. We allowed her to keep that ring until her

new set of Sophie rings were completed.

On April 11, 2013 we contacted the customer

and let them know their new set of rings were complete. On April 15, 2013 the customer reached out to

us on several social media platforms inquiring about the center stone of her

new engagement ring. There was possibly

some miscommunication surrounding the production of the new rings and the

customer didn’t realize we would be making the whole set again in size 6 and

that includes a brand new center stone.

We did apologize for the confusion and as a solution we had the customer

send her engagement ring into us and we replaced the center stone with her

original stone.

July 2, 2013 the customer contacted us

indicating there was a side stone missing on the ring. We sent the customer a UPS shipping label at

no charge so she could send the ring into us for repair. We received the ring

on July 9, 2013 and we replaced the missing stones and shipped the repaired

ring back to the customer the same day at no charge. We did these repairs and covered shipping,

outside of our normal policy, as a customer courtesy. See our policy below:

http://www.diamondnexus.com/customer-service-sizing-and-repairs.html

In regards to the current issue with Mrs.

[redacted]’s engagement ring, we have not heard from her and did not know about

this situation regarding a crack. We do not know what could cause a crack in

the band but may have a better idea once we are able to inspect the ring. Mrs.

[redacted] can contact [redacted], the [redacted],

at ###-###-#### to discuss options. However, our lifetime guarantee covers the

stones only. The metal is not part of the warranty. See our lifetime guarantee below:

http://www.diamondnexus.com/customer-service-our-triple-guarantee.html

We do not provide an

extended warranty for the metal and do not partner with any third party that

does.

Review: My husband purchased the gwyneth style engagement ring and wedding band. It is absolutely stunning! He went with a 1.65 center stone and special ordered it to be cushion cut since that is what I've always wanted. A few days after he proposed, I noticed one of the accent stones was missing from the engagement ring. Now, I am one to never to take my jewlery off, I would sleep, shower and clean with all of my rings on and never think twice about it so when it happened the first time, I knew it was my fault. My husband dropped the ring off at the [redacted] location to get fixed (which is no longer there) and it took almost 4 weeks to get it back! We decided not to prolong things and chose do a civil ceremony and after went out to celebrate with friends and family and while we were out, I noticed the CENTER stone had fallen out!!! Mind you I'd only had the ring back a week and took it off before doing anything that might ruin it or cause a stone to fall out. My husband dropped the ring off again and again, it took almost 4 weeks to get back. [redacted] at the [redacted] location was always very helpful and always tried to take care of the situation and put me at ease but as a new bride with a gorgeous rings, being able to show it off is one of the biggest perks to it all and I was not able to do so for a very long time. Here we are a year later and I've had several issues with these rings. It's come to the point to where I barely even wear them! I never have them on when I'm at home and I only work 15 hours a week in retail so I am not harsh on them by any means yet my wedding band, at this very moment, is missing TWO stones and one of the stones is missing from the top of the ring, not the bottom. They say that there is no charge for a missing stone which is correct, they don't charge for the stone BUT they get you with the setting fee and having to pay $55 for the fee and the shipping is ridiculous especially since it is the quality/craftsmanship of the ring at fault and not my own!! I was told that because it is almost an eternity style band, the stones will fall out and I will have to pay this fee EVERYTIME. If that is the case, give a warning before purchasing or stop selling it all together because a customer should not have to continuously pay for poor products! I have many real diamnond rings including a beautiful black and white diamond ring in a pave setting that I NEVER take off and 5 years later I have NEVER had a problem with it! Out of the year that I've had them, I've had to send them in a total of 6 times and each time it has taken at the minimum of 3 weeks to receive which means I've only been able to wear my rings, together, 4/5 months out of 12. The Gwyneth engagment ring and wedding band, although stunning, are a total waste of money and defective products- there is NO WAY that I should have this many problems when I hardly ever wear them.Desired Settlement: My husband and I are not prepared to pay to have my wedding band fixed AGAIN and are also not going to pay for an upgrade in order stop dealing with the poor craftsmanship that the gwyneth style rings continue to have. There has to be an option offered to ensure customer satisfaction.

Business

Response:

Mr. [redacted] purchased the Gwyneth engagement ring and

matching band, with a custom setting of a cushion cut center stone instead of

the regular round center stone, in size 7.5 on September 23, 2012. Mr. [redacted] came to our retail store and

picked up the rings on October 17, 2012.

October 26 the customer called to inquire about getting the

rings sized smaller. At that time we advised him it would take approximately 10

– 14 business days.

October 31, 2012 we processed an exchange for the Gwyneth engagement

ring to make a brand new ring in size 6.75. We cannot size the rings down so we

created a new order and produced the second set of brand new rings in the size

the customer requested.

November 9, 2012 the customer called to check the status of

the new ring, at that time we advised them of a Quality Assurance problem while

producing the ring and it will take a bit more time.

November 14, 2012 Mr. [redacted] picked up the new ring.

November 15, 2012 Mrs. [redacted] sent an email expressing her dissatisfaction

regarding the time it took to make her new ring. The retail store manager

promptly replied back to the email, on the same day, apologizing for the delay

but also explaining the production time frame of 10 – 14 business days and that

we were still within that time frame.

November 27, 2012 we received the Gwyneth engagement ring

and matching band back from the customer.

The center stone had come loose and the customer also said the rings

were too big. They requested the rings

to be a size 6.25. We cannot size the

rings down so we created a new order and produced the third set of brand new

rings in the size the customer requested.

December 18, 2012 Mr. [redacted] picked up the newly made rings

from our retail store.

August 14, 2013 Mrs. [redacted] called to ask about having the

rings sized down again. These rings

cannot be sized down. We do have a 30

day resize policy and since these rings were purchase in September 2012 it is

outside the 30 days. We had remade these

rings twice, in smaller sizes, per the customers request even after the first

30 days had passed and at this time will not make another set. We offered to do bishop bumps, which are two

small balls of gold soldered to the inside bottom of the ring, to help them fit

tighter and we also discussed our trade up policy with the customer.

(Below is the link to our trade up policy )

http://www.diamondnexus.com/customer-service-trade-up-policy.html

August 16, 2013 we received Mrs. [redacted]’s engagement ring in

for repair as it had lost a stone. Our warranty department created the repair

order for stone replacement, stone tightening, and refinishing for $50.00 plus

tax and $8.00 for shipping.

(Below is a link to our sizing and repair policy )

http://www.diamondnexus.com/customer-service-sizing-and-repairs.html

We would be happy to work with Mrs. [redacted] towards a

resolution to her complaint, however, we are not clear on what the current

issue is. Mrs. [redacted] may contact us at ###-###-#### so we can begin the

resolution process.

Consumer

Response:

I ordered a size 9 Ulyssa engagement ring for my fiancé. I received a ring and found that the ring didn't fit as well as it should have. Fast forward to now, 2 months from our wedding, and I'm ordering the wedding band. I decide that the 1.5x buy up plan would be a good fit for me to get the ring the correct size. Up until this time, I had assumed I had just ordered the wrong ring size, but upon further investigation, we found that my fiancés finger is in fact a size 9, the ring the sent us originally was a size 10.
I tried contacting their customer service via telephone. I waited on hold for 30 minutes, and then decided to take advantage of the "press 0 and get a call back" service that they advertise on their pre-recorded message. I waited for 7 hours, after the message told me that my spot in line would not be compromised by this, and still never received a call. Slightly frustrated,
I used their chat service and spoke with a [redacted] I explained the situation and she informed me that I needed to send the ring in and they would check to make sure I wasn't lying about it being the incorrect size. She then told me, that if I was lying, I would be charged for the return shipment and then they would charge me again for getting the ring the correct size. I informed her that I had checked the ring my self via 3 different printable online ring sizers, as well as taken it to 2 local jewelers, all of which confirmed my fiancés finger was a size 9, and the ring was a size 10. I informed her that I couldn't send the ring in unless I could get a guarantee that I wouldn't be charged for the correct ring. She told me she couldn't do that, at which point I asked to speak with her supervisor.
From there, she got very rude. She informed me that there was only one supervisor in the entire company, and coincidently said supervisor was out of the office until Monday, 4 days later. I told her that I found that very hard to believe that there was only 1 person that could handle escalated incidents and that they weren't in at that time. She then responded by telling me "It is almost 4 o'clock here. Some of our workers are gone for the day." I would like to mention that according to their website, they are there until 9 pm.
I was getting very frustrated with this situation and asked her to stop being lazy, and just deal with my situation, get me a supervisor and stop trying to force me off the chat so her CCT would go down. I used to work in a similar situation and I know the CCT or customer care time is an important factor in this and so I assumed that's that she was trying to do.
She responded with: "I'm not lazy, I am doing my job and she is gone, so you need to stop assuming things."
She then told me "I'm not gonna argue with you. I told you what you need to do, you need to send the ring back, we'll check it our selves and determine if it's wrong or right. If it's right, then you're going to have to pay for a new one."
I asked her why I should trust the company that has demonstrated to me to be untrustworthy by having supposedly only 1 supervisor in the whole company, refusing to believe me that I have had this checked regardless of the documentation that I have proving it, and the simple fact that they sent me the wrong size ring to begin with?
She ended the chat prematurely here with her final remark being "Our company isn't shady, if you have a problem with this, contact [redacted]. I don't care if you don't believe me, but our company is very small, and we do only have 1 supervisor."
It boils down to just one simple thing. They made a mistake and have demonstrated to be untrustworthy to fix it by attempting to get me to pay for the return shipment and the new item. This is pathetic and criminal. I can almost guarantee that someone from their company will attempt to state that whatever I said was incorrect and that's ok, I have the chat transcripts saved and printed, so I have documentation of this if needed. I would strongly encourage people not to use this company though. If you do, pray that you don't have an issue as they will be very very bad about fixing it.

Review: Diamond Nexus issued an email promotion of 20% discount for all jewlery orders except *Excludes Featured Collections, loose stones, custom designs and clearance jewlery.

I went online and had a quote made for a standard style ring with a smaller stone and the company would not honor their promotion of 20% discount. The ring is not a featured collection, loose stone, custom design, or clearance jewlery - however they are refusing to honor their advertised email promotion that was sent to me via email that I signed up on their email list to receive special promotions such as these.Desired Settlement: I would like the company to honor their advertised 20% promotion discount that was sent to me on quote 1100222096-1.

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. As an update I have been communicating with [redacted] whom is the customer experience manager at Diamond Nexus. After communicating through both phone and email with Michelle we have come to an equitable and satisfactory resolution for both parties. I have CC'd [redacted] on this email as well to keep her updated on my end.