Diamond Nexus

Our rings ( his and hers) don't fit. We want them sized and Nexus wants approximately $650 to do it. We are outside the 30 days admittedly. We initially loved our rings and didn't want to take them off.After both almost losing them we now have not been able to wear them for almost a year. Local jewlers have quoted $75 each but it will void their gaurenties. The stone in my wife's ring is scratched and Nexus want $35 to replace it. Apparently a jewler fee attached but not declared to the " Free " stone replacement. For my ring they want $50 to size and I con not find anything on their site about that. We are very unhappy and dissatisfied with this company. When I talk to their reps I get this condescending tone from them. I would recommend purchasing you jewelry from a local reputable dealer that will give you the good service you exspect

not told of VERY expensive shipping charges-more than product was worth

customer service not helpful at all

will never use them again

Review: I marked a few engagement rings of interest and the company, within 48 hours, notified me that they were 70% off, but only for a limited window of time (about 4 days). I bought a ring under pressure and 2 months later saw the same ring on their website with a price less than what I paid after 70% off. When I called them, a customer service representative said she didn't know why that had happened and she said she would get back to me that afternoon. I did not receive a call from her. Now I am out $717.45 with a ring that does not match the original advertising description. I am surprised to see that this company has acceptable ratings by Revdex.com after reading all of the online reviews.Desired Settlement: I have contacted my credit card company and they believe my complaint is legitimate and they are going to investigate the issue. The ring has not been worn. I tried to give it to my fiancé as an engagement ring on Christmas day, but when she looked online and talked with a sales representative, she knew I had been misinformed, misquoted, and was told misleading information about this ring. I believe I should get full refund after returning this ring.

Business

Response:

On August 29, 2014 Diamond

Nexus sent out a mass email to all of our customers stating that we were having

a Labor Day Sale. The sale stated Up To 70% Off Clearance Engagement Rings.

Mr. [redacted] purchased the

regularly priced Lorelai Engagement ring in 14k White Gold with a .95ct

marquise center stone from our website on August 29, 2014 at 8:54pm. The regular price for this ring is $835.00

and Mr. [redacted] 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. [redacted] contacted our

customer service department at 12:29pm on December 29, 2014 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. [redacted] that the email he had received in August was

regarding our Clearance items and not the regularly priced items on our

website. The Lorelai was not one of the Clearance Engagement Rings listed for

up to 70% off.

Mr. [redacted] is outside of our

30 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

Business

Response:

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.

Consumer

Response:

Review: I told my fiancé to get a matching engagement ring/wedding band set from diamond nexus, because I wanted it to match! Unfortunately it doesn't. The wedding ring is a completely different look. My Tiffany engagement band is curved, the wedding band has edges. Not to mention it is over priced and poorly made. It doesn't sit flat on a flat surface, and the divot is not smooth. It looks like it was made by an amateur. The wedding band was a huge disappointment - I found the exact look I want for 1/3 the price at large chain jewelry stores.

The exchange policy is terrible. Also they required that I send in both my engagement ring and wedding band in, for them to fix the wedding band. However, I love my engagement ring and don't want to part with it, they should be sensitive to that.Desired Settlement: I would be happy to get a full refund for the wedding band I do not wish to keep.

Business

Response:

[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 Since 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.

Business

Response:

[redacted]'s Tiffany style matching band is set in 14k solid white gold. It was purchased on November 14, 2014 and was delivered on December 2, 2014. Diamond Nexus has a 30 day return policy and unfortunately, this purchase is well outside of those 30 days. As previously offered, we would be happy to send Ms. [redacted] 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. [redacted] 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. [redacted] 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 $477.16 or more and then would only be responsible for the difference.

Consumer

Response:

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. The wedding band is poorly made and is overpriced. I've found many well known retailers selling a better ring for at least 1/3 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 refund. I love my engagement ring, so obviously am keeping it, I don't understand why DN won't just allow the wedding band full return. I was happy with all their customer service provided up until they would not allow the return of the poorly made and over priced ring. The wedding band is flawed, not the right shape, not flat and the indent (for the engagement ring diamond) is not smooth - poor craftsmanship. Regards,[redacted]

Review: I have purchased a engagement ring this company. Going in I knew the ring was a lab created diamond, but I was recently told that the ring itself is plated and that's not what I was told that I was getting. I paid $989.00 U.S for this and I have been told be tow local jewelers that it's not worth more than $200 at most. I am looking to be reimbursed for the difference of the value. The company does not want to correct this situation, only to trade UP and my expense, this is not good business.Desired Settlement: I would like a refund for a minimum of $500

Business

Response:

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:

Consumer

Response:

Review: I ordered an engagement ring for my fiancé and the ring was supposed to be size 9. It had been a couple months since I ordered the ring and , since the receipt doesn't show what size the ring is, I forgot what size I ordered. When she got it, she found that it was a little too big but we had no reason other than that to question that the ring was a wrong size. Now I'm about 2 months away from the wedding day and I was looking into doing their 1.5 times trade up offer where I would send the engagement ring in and purchase the matching wedding band, get them soldered and sent back. My fiancé told me that the ring was the wrong size, probably a 10, and her ring finger was in fact a size 9, so when I started doing the reorder process, they told me that the ring I already had was a size 9. Unsure, my fiancé and I went to 2 local jewelers and had them check. It came to be that her ring finger was a size 9, and the ring they sent us was a size 10. I informed them of this and they informed me that they may or may not charge me for sending it back, and that regardless of what I have proving that the ring is not a size 9, they may find something different and may not accept it even though I have documentation that this is the wrong size. I informed her that I would need a guarantee that I wouldn't be charged if I were to send it back and she told me that I couldn't have a guarantee. I then asked to speak with her supervisor whom, I was told, was out of the office until Monday, 4 days from the contact date. I would have to contact them then. The chat was prematurely ended when the representative told me that she wasn't going to argue with me and that if I didn't like it, I should contact supervisor on Monday.Desired Settlement: All I want, is the engagement ring I purchased to be the correct size, to be able to order my matching wedding band at the 20% discount they were offering until July 31st, have them soldered together and to get here before September.

Business

Response:

Mr. [redacted] purchased the Ulyssa 10k White Gold Engagement

ring from our website on August 15, 2013.

Based on our records he purchased a size 9. We had no reason to believe the ring we

shipped was anything other than a size 9 until Mr. [redacted] contacted us on July

30, 2014. Mr. [redacted] indicates he had two separate jewelers tell him the ring is

a size 10. We would want to put the ring on our mandrel to check the size. Unfortunately, there is no industry standard

when it comes to jeweler's mandrels so it is possible that one mandrel will

measure slightly different than another.

Mr. [redacted] indicates the ring is a size 10, which would be very

uncommon for a mandrel to measure a full size differently.

We have emailed Mr. [redacted] a UPS label to use to send the

ring in to us for inspection. If we did

ship the wrong size ring last year, Mr. [redacted] will not be charged for the UPS

label and we will make Mr. [redacted] a new ring in the correct size.

Mr. [redacted] has also requested the 20% discount that was

offered last week. We would be more than

happy to apply a 20% discount to the Ulyssa matching band as soon as we receive

the engagement ring and determine its size.

If the ring is a size 9 as purchased, Mr. [redacted] will need

to take advantage of our trade up program.

Mr. [redacted] originally paid $355.50 for the Ulyssa

Engagement ring. He would need to purchase something with a total of $533.25,

which equals 1 1/2 times the original purchase price. A new Ulyssa engagement ring and matching

band would be $576.00. This price

includes the 20% discount on the matching band as well as the engagement

ring. Mr. [redacted] out of pocket for a

new set of rings would be $220.50. The price to have the rings soldered together

would be an additional $50, which would bring the total to $278.50 plus

shipping.

Review: I purchased two rings late spring 2013. The Luna band with a 1.5 carat diamond simulant, and the comet theater band, which has tiny stones set flush around the band.

The next day after the rings arrival ( First week of July, 2013) I noticed a tiny stone missing on the Comet theater band. I was mortified. I called, and they covered the cost of having it shipped back to be repaired. I had the ring back for a couple of weeks, and after a baseball game the end of August, I noticed two stones were now missing in the comet theater band. It was past the one month warranty, so I was told I needed to pay a resetting fee, and for shipping. I disputed this because the ring at this point had spent most of it's warrantied time in transit or repair. :(

I was very disappointed with the quality of the goldsmithing, not to mention embarrassed and constant fear I would look down and see another stone missing. They agreed to cover the cost of repair and shipping. I was satisfied and appreciative. Fast forward to a couple days before thanksgiving, I look down and ANOTHER stone is missing from this band!!!! I understand the warranty is 30 days, and that the only warranty 'option' past the 30 days is to spend more money and 'upgrade'. I am not satisfied with that because my ring spent most of the warranty time in transit or repair, and should last more than a couple of months before needing to be repaired at my cost. Not to mention I am unwilling to spend more of my hard earned dollars on products that are poorly manufactured.

I e-mailed the company the last week of November and have not had a response. The order history is truncated and does not show my original order, only the repair order that took place in August. The most recent repair order is [redacted]

The purchase and complaint dates are general, since the website does not have any of my purchase information or first repair order in my account. The refund I am requesting is the cost of the ring minus the 20% discount code I used in purchasing it. Thank you.Desired Settlement: full refund for comet theater band, and for DNL to pay return shipping so I can send it back to them.

Business

Response:

Ms. [redacted] purchased the Luna engagement ring and the Comet Theater

matching band on May 17, 2013 and received the ring on June 3, 2013. On June 5, 2013 Ms. [redacted] contacted us

indicating the Comet band had lost a stone.

We sent Ms. [redacted] a UPS label so she could send the ring back for repair

at no charge. We received the ring on

June 14, 2013, did the repairs, and shipped it back to Ms. [redacted] on June 18,

2013. On July 24, 2013 Ms. [redacted]

contacted us again indicating she had lost a stone from the Comet band. We sent

her a UPS label so she could return it to us for repair. We received the ring on August 2, 2013 and

did the repairs at no charge and returned it to Ms. [redacted] on August 28, 2013.

As this is the fourth time Ms. [redacted] has lost stones in the

Comet Theater matching band, we would like to send Ms. [redacted] a UPS label so she

can send the Comet Theater matching band to us and we will make her a brand new

one. We haven’t spoken to Ms. [redacted] to

make this offer but we have called her and left a voice mail. We are awaiting her call back.

This company uses deceptive marketing and poor customer service to mislead consumers into buying inferior products. I will never do business with them again.

Review: I purchased a loose stone from this company, which they called a "diamond simulant" on their website and insist is not a cubic zirconium. I had the loose stone set into an heirloom setting by an extremely reputable and award-winning local jeweler. During the course of having the stone set, it was chipped and scorched. After the stone was damaged, the jeweler tested it and determined that it is nothing but a common cubic zirconium. I was within the 30-day window for a refund if I wasn't satisfied "for any reason" and I contacted the company. They stated that since another jeweler set the stone, it was no longer under warranty. This information was not provided at any point in the purchase process. When someone sells a loose stone, it is with the understanding that that stone will be set into jewelry. If they are the only ones "qualified" to set their stones into jewelry, they should make that clear, and only sell finished pieces, not loose stones. I spoke to a customer service representative who then transferred me to a managers voicemail, and I have not received a call back from them at this time. When I attempted to leave a one-star review on their website, my comments were marked as "spam" and they would not allow it to post, skewing their reviews in their favor.Desired Settlement: I want a full refund for my damaged stone. Failing that, I want them to stop advertising their stones as being anything other than a cubic zirconium, to stop saying that their stones are as "tough" as a diamond if they will not stand up to a normal setting procedure by a qualified jeweler, and their no-refund policies to be presented clearly and honestly to customers purchasing loose stones.

Business

Response:

Ms. [redacted] purchased an oval cut loose diamond simulant on

August 30, 2013 directly from our website.

Our loose stones come with the lifetime guarantee providing one of our

jewelers sets the stone. Below is the

link to our lifetime guarantee:

The guarantee reads in part:

Please Note

Diamond Nexus is dishonest and deceptive. The company recently sent a direct mail piece to former customers. The piece was called Holiday Gift Ideas and offered discounts on various items. No mention of specific dates was included on the mailer. When placing an online order an item featured in the mailer the price the quoted price jumped from $199.99 to $265.30. After inquiring about the difference I was told that the mailer prices were only good through last Thursday. After pointing out that the mailer did not specify anything about a deadline date I was offered a 15% discount off the higher rate - a price still greater than the original offer. This mailer is nothing more than a bait and switch scheme. Diamond Nexus is employing deceptive trade and marketing practices.

I have bought multiple pieces of jewelry from Diamond Nexus. I've had an overall great experience. From the first small pair of studs I bought probably 8 years ago to the $2500 tennis bracelet I bought my wife for Christmas last year, I've always been pleased.

The few times I've had to interact with their customer service dept, it's always been pleasant and they solved my problem. I'm happy to leave a positive Diamond Nexus review here.

Review: Diamond Nexus broke my diamond when doing a repair on the side stones of a ring. Diamond Nexus has tried twice to replace the diamond with stones that do not match the quality of the original diamond. The diamonds they are using as replacements are AGI International graded stones which has a very soft grading system. After I disagreed with the clarity (1st diamond) and color (2nd diamond) of these 2 diamonds, they are refusing to offer any other stones. My original diamond was graded using a GIA grading system which is far more consistent.Desired Settlement: I need them to replace the diamond with a stone that offers the same color, cut, clarity and carat using a GIA grading system rather than AGI. I do not need a GIA certificate but I want the grading of the stone to be compatible according to reputable jewelers.

Business

Response:

Ms. [redacted] sent her three stone engagement ring to us to have

the two side stones replaced with our diamond simulants. During the replacement process we damaged the

center diamond. We requested from Ms.

[redacted], a copy of her appraisal for that diamond. She provided an insurance appraisal that

states her diamond is a 1.04ct, SI2 Clarity, H color. We then replaced Ms. [redacted]’s diamond with an

EGL USA certified 1.03ct, SI2 Clarity, H color, diamond. When Ms. [redacted] received her ring with the

replacement diamond she contacted us and told us it didn’t look the same as her

original diamond.

She sent her ring back to us and we decided to replace the

diamond with 1.04ct, SI1 Clarity, G color, diamond. This second diamond was a grade above the

appraisal Ms. [redacted] provided us with as well as a grade above the first diamond

we set in her ring.

It is possible that Ms. [redacted] is seeing her diamond between

two of our diamond simulants and those are making the appearance of her diamond

less brilliant. Our diamond simulants

are rated F in color, which means colorless, and IF in clarity, which means

there are no inclusions.

In an effort to provide the best possible customer

experience for Ms. [redacted] we request she provide us with a copy of the GIA

certification paperwork from her original diamond. The first replacement diamond we set had the

same exact rating as the appraisal she sent us. The second diamond we set was a

grade above in color and clarity when compared to her appraisal. We would like to

research further once we have that documentation.

Review: On November 29th 2010, I purchased an engagement ring from Diamond Nexus, order number [redacted] . I was unsure of their product quality, but the sales rep assured me of their reputation and quality. They assured me the quality was impeccable, they backed their products 100% and they go above their warranty's to ensure customer satisfaction. Well this is certainly not the case what so ever.

Over the past year we noticed the ring was fading, stones were darkening and looking terrible. We followed the instructions by the care department but it did not work. We brought the ring to a local jeweler to look at the ring. The first thing they pointed out is that the ring is not gold, but plated. We confirmed this with two other local jewelers. Nexus uses the excuse its the rhodium finish that has failed. It normal circumstances with proper metals, the rhodium finish will last almost the life time of the ring. We have several white gold rings and none of them have faded out.

We contacted Diamond Nexus and explained the situation on June 25th 2013. We were redirected by the customer agent to the supervisor as they had no idea on what to do. We contact the support agent supervisor...we get the same thing...we will repair the ring, it will cost you to do it, it will cost you to ship it back to us. I have being going back and fourth with the customer service supervisor and have made enough calls to get this handled.

This is absolutely ridiculous...I spent allot of money to give my wife this engagement ring and was assured of how happy she would be with this product. I am embarrassed beyond belief in front of my wife as to shabby ring. I should not have to deal with any more issues than I already have endured. This company needs to stand behind this product and the customer promises. Diamond needs to make this right for me as the purchaser but they need to make this right for my wife who this bad memory of a supposed beautiful engagement ring. This has been the worst customer service experience I have had...they should not be in the business of selling such intimate jewelry if they won't back the quality.Desired Settlement: I want a full replacement of the ring. I don't want it repaired or serviced, not at this stage of the game. I should not be coming back this soon for such a dramatic repair. I want them to cover the shipping for the return of the old unit.

They can size the new ring according to my original order and make my wife happy. This is only fair and its the right thing to do.

Business

Response:

Diamond Nexus has received Mr. [redacted]’s Endless Days

engagement ring and have decided to make him a brand new ring. The new ring went into production on

September 12, 2013 and should ship out to Mr. [redacted] in approximately two

weeks.

We have spoken with Mr. [redacted] and he has agreed to this

resolution.

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. The customer service supervisor worked everything out to our satisfaction, we are very pleased with the results. We would like to thank the management for taking this seriously and making it right.

I read and researched DN a lot before I ordered. A lot of the controversy was over how they represented the product, let me say here I knew I was not buying a diamond. I was looking for something better than a cz as those I have had have turned cloudy 3 to 5 months after purchase. So because of the guarentee of Diamond Nexus offered I decided to go ahead and order as they are all so set in gold which was another plus in my book. After I ordered the ring (gypsy from the 10k gold collection) I decided to upgrade to their signature stone (my husband thought it would be better to have the stone with the paper work). I recieved my ring and opened it the packaging was nice, but the stone was a bit of a disappointment for me. It did not LOOK any differnt than the czs I purchased, (I am not saying the DN stones are not better that a cz I am saying to me they LOOKED like a cz). The ring was all so too big (my fault too, I went by their size guide which said I should order an 8, when I knew most of the time I wore a 7 but thought maybe the rings run small). The gold setting was not very substantial either the bottom of the band was very thing, my husband commented he thought it would bend or break. After thinking about it for a couple of days, and looking at the ring, (could not wear it as it was too big). I decided to return it, as even with the price paid for the value collection I didnt think it was worth it (You can get a 10K gold setting for well under 200.00). And the fact that even though they guarentee the stone for life from cracking, chipping or getting cloudy, they charge you a fee to reset the stone plus shipping both ways. The other experiance I had was after paying to upgrade to the signatrue stone, the ring had no paper work with it, I contacted customer service was told when I retruned the ring for sizing to put on the repair slip that I did not get the paper work with my ring, so did I pay 60.00 + more just for a paper?

So four days after I returned that ring I get a call from customer service she said my order would be shipeded the next business day. What? I asked her to cancel that order and refund my money, which they are in the prcess of doing. So Customer service was ok, a little confused on why they were going to send me another ring. If DN would back up their guarentee for the stones by stating they will replace the stones free I may have kept the ring.

If you are looking for a simulated stone, I found QVC they have a dominique stone with 100 facets they all so guarentee theirs for as long as you own the jewerly, and no mention of a fee to replace them. They are very reasonable and the one I received is beautiful! HSN all so has some called absoulute that I read all so do very well.

All in All I dont believe DN is pulling any kind of fraud, they do clearly state that the stones are not diamonds but simulents, and are quarenteed as long as another jeweler does not work on your ring they are very clear on that (heat damages the stone so it will not hold up). I do think that maybe the rings are over priced (at least I think the one I received was). They did hold up the retrun policy of money back in 30 days no questions asked. As to the durability of the stone I cant say on that point as I did not keep the ring. Hope this helps someone else who is thinking about DN. I can say you can order a ring and see what you think of it. If you think it is pretty and worth the money keep it and enjoy it. If not return it they will refund your $. Again though I would highly recomend checking out QVC diamonique 100 facet stones, they even have a few set in gold and cost a fraction of what the DN costs, HSN Absolute stones all so may be a good altrunative (Have not ordered those as I ordered one from QVC and am really happy with it)

Review: I bought a 1,400.00 dollar ring from this company. They claim it is a diamond. Not a "mined diamond" but the kind they can now grow in a lab which "a jeweler can't tell the difference".

Well, I took my ring into 2 jewelers who immediately said it was fake and that it was wearing down on the edges. This after just a year.

Their website claims that won't happen! I contacted the company and complained but they came back with same claims as on their website.

Also if you go to their site it says they have an A+ rating with Revdex.com but according to you guys it's not.

When I pointed out that their claims were false they didn't reply to my email. 1,400.00 for a CZ? Now that's a rip of!Desired Settlement: The ring they sold me is not a representation of what they claim it is on their website. I would like my money back please.

Business

Response:

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...⇄

Review: My Husband & I purchased a 14 Kt., 3 stone ring ( LR5017 Rapture ring ) on 5/19/2009 for $924.00

from Diamond Nexus Co. with the understanding these were very high quality Simulated diamond stones that would be high quality & wear & look like diamonds Plus had a lifetime guarantee,

The stones are in fact of very poor quality that Scratch & Discolor.

On Aug.2011 I sent ring Back for repairs.They repaired/replaced stones & returned.

On 12/09/2013 Same ring, same problem. Spoke to a [redacted]. He stated that this stones (1.96 carat) were no longer available, but smaller ones were. I said that smaller ones perhaps would wear better & requested that these be replace with much smaller ones, since this was the 2nd time I'd sent this back for repairs.

Ring was repaired & returned with approx. the SAME size stones. They said they lowered the center stone in hopes it would wear better.

On July 30, 2014 Same Ring, Same Problem. Called Co. (###-###-####), Spoke to a [redacted] who informed me that [redacted] no longer worked there.

I asked to speak to her Supervisor. Who's name I was told was [redacted] , who I was told was not available, but wanted me to send the ring in for her to look at and She would call me back. That did not happen, so I call again & spoke to [redacted] again,,,, and again, requested I Send ring back again,,,

& again requested these stones be replaced with a better quality stone or at least smaller ones as I'd requested earlier.

It's NOW been 5 years that I've been trying to wear this ring ,which was purchased as a wedding ring & I wanted some kind of solution after spending $1,000.00. This is an on going problem,

I did not want it fixed & return again! Which [redacted] had said quote, " You can just keep sending it in because it has a life time warranty! "

After many attempts to call and speak to this Supervisor, I was told She's not in the office today &/or She'll call you back.,,,

Now, today, Aug 11,2014 I'm told She's now is in the hospital & I spoke to someone who called herself Erika. When I ask to speak to another Supervisor, I was told that there is not anyone else & She was very rude & hung up on me.

I feel this Co. is a Scamming people out of their money & misrepresenting the quality of their merchandise.

Can you PLEASE help? I have Customer ID & reference numbers available if you need them.Desired Settlement: I'd like my money returned after trying all these other different angles.

Business

Response:

[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]

Consumer

Response:

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.]

================================================================================...⇄ />
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.]========================================================================...⇄ 8/30/2014MESSAGE FROM Diamond Nexus:QUOTE;"We will not speak of the owner’s past as it has no relevance with Mrs. [redacted]’ 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.com. This 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 $500.00 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!!!!!![redacted]

Review: I was unhappy with the quality of my rings and they offered to rectify the issues after reviewing my online review. I spoke with the woman and received a verbal quote of $50 for sizing my rings and $55 for soldering the rings together. I followed the instructions and paid $30.45 to have the rings sent to Diamond Nexus. I received an invoice for $223 the following week. The sizing would be $160 rather than $50. I called in on 7/10 to have them just do the craftsmanship repairs and was told it would be another $55 even though it was offered for free. I was supposed to receive a call from a supervisor but did not. I send an email later the same day that also went unanswered.

The morning of 7/15, I called in and spoke with [redacted] who said she would have to call me back in an hour. After 6 hours, I called back and was told she could not take my call and nobody else could help me. They currently have my wedding rings and I cannot resolve the issue without a conversation, which they refuse to have.Desired Settlement: I would like them to honor the repairs they offered including centering the setting between the shoulders and fixing the prongs which were improperly set. I would also like them to refund the shipping cost that I incurred for them to make the repairs.

Alternatively, I would consider services at the price quoted last month including sizing both rings for $50 and soldering them for $55 for a total payment from me of $105.

Business

Response:

The size 6.5 True Love engagement ring and True Love

matching band made in Palladium were purchased on August 10, 2012 and received

by Mrs. [redacted] on August 28, 2012. On July 10, 2013 we received the True Love

ring and True Love matching with a request for them to be sized up to a size 7

and to be soldered together. The fee for

sizing up a ladies Palladium ring is $80.00 and Mrs. [redacted] has two rings she

wants sized. The fee for soldering two

ladies rings, in Palladium, together is $55.00.

That makes the total fee for the work Mrs. [redacted] requested $215.00

plus $8.00 for the UPS shipping charge.

Mrs. [redacted] called us on July 10, 2013 and questioned the

charges. She indicated at that time that

she was told by someone that the charges would be waived. We have no record of that and have asked Mrs.

[redacted] for the approximate date she was given that information as well as the

phone number she called us from. We monitor and record all calls so we would be

able to verify that information and take action accordingly.

On July 16, 2013 we did offer Mrs. [redacted] $80.00 off of the

repair order as a customer courtesy, which made the new total $143.00. Mrs. [redacted] accepted that offer and

requested we email her an invoice that she can pay. Once the work is completed and the invoice is

paid we will ship Mrs. [redacted]’s resized and soldered rings.

Review: I added a Cushion Cut Signature Series simulated diamond, 3.35 ct, for $499.00 to my cart. I did not complete the order because I was undecided. I received and email from Nexus om 10/25, explaining that I had left an item in my cart and I was offered a 5% discount (code [redacted]) to complete my order. I attempted to complete the order and the code was rejected. I wrote customer service regarding the issue and was advised that this did not apply to loose stones. They were completely aware of what was in my cart and made an offer they did not plan to honor.

On 10/28, I received another offer from Nexus offer a "20% Discount Site Wide" with no exclusions noted on the offer. I again attempted to complete the transaction and the offer code "[redacted]" was rejected. I sent another note to customer service asking what "site wide" meant and asking where the add explained that loose stones were excluded. I again received a "sorry for the inconvenience" message not answering any of my questions.

I feel that this is deceptive advertising and Nexus should honor their offer. Anything you could do to correct this issue would be greatly appreciated.

Sincerely,

[redacted]Desired Settlement: I would like Nexus to honor there word regarding discounts offered.

Business

Response:

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.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Regards,

Review: My husband purchased the Valencia ring in Sept 2012. It's a beautiful ring, however the center stone is of HORRIBLE quality. We got married in June 2012 and my stone was horribly scratched for my wedding, however I did not want to risk sending it in/not getting it back/getting it back late before my wedding. I finally got around to sending it in about a year ago. My ring was gone for about a month and then it was sent back to me, repaired and beautiful. Now the same issue has come up. I find it unacceptable I am expected to send my ring in every 18 months for a "scratch resistant" ring. 18 months is NOT scratch resistant. I do not do manual labor or anything that would result in more scratching than the normal wear and tear, which the ring (which is an engagement IE WEAR IT EVERY DAY ring) should be able to endure. Diamond Nexus has failed to give me an alternative other than mailing in my ring every 18 months. The reviews of the ring are HORRIBLE. Clearly it is not a "user error" and a quality error.Desired Settlement: I would like something other than the stone that was in the original ring (the same type stone was put in the ring the second time). Clearly we are just band-aiding an issue and not FIXING it. I refuse to mail my ring in for a third time. I am willing to send it in for a second time (and get my THIRD center stone in 2 1/2 years) and give Diamond Nexus another shot, but if a third time is required, my attorney will be involved.

Business

Response:

Mr. [redacted] purchased the Valencia engagement ring on September 6, 2011.

This ring has been in our repair department one time, in January 2013.

Our diamond simulants have the same look, wear, and feel of a

naturally mined diamond and just like a naturally mined diamond; they can

sometimes get scratched or chipped.

Unlike a naturally mined diamond, we have a lifetime guarantee on our diamond

simulants. If a Diamond Nexus mounted

simulant ever fades, discolors, or becomes damaged, a free replacement will be

granted.

Here’s the link to our lifetime guarantee:

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

Since the

time Mr. [redacted] purchased the Valencia ring we have added lab-created pure carbon diamonds. They are graded just like mined diamonds so

the cut, color, and clarity can and will vary.

Mr. [redacted] can upgrade to a lab-created pure carbon diamond if he

chooses and would only have to pay the difference in price from his original

purchase to the new ring with the pure carbon stone. Our pure carbon stones do NOT have a lifetime

guarantee.

Below is

the link to the lab-created pure carbon diamond information page:

http://www.diamondnexus.com/fine-loose-stones-pure-carbon-series

The

[redacted] are welcome to contact the customer experience coordinator, [redacted]. She can send them a UPS return label and work with them through the

repair process.

She can

be reached at ###-###-#### or [redacted].

Consumer

Response:

Review: I purchased a loose stone from Diamond Nexus to be set in my engagement ring, the website makes claims that the stones act like diamonds and have hardness of missanite stones and when I took my stone to be set at my jeweler it cracked during the setting process, I called customer service and they said that the stones can not be heat set and refused to give me a refund or even a replacement stone. the website does not say anywhere that you can not heat set the stones. there are multiple places on the website that represent the stones to act just like diamonds and this is not true. I knew it was not a real diamond but it didn't make me aware that the stones can not be heat set in jewlery. here are quotes taken directly from the company web site "Diamonds Simulants are stones that are physically and optically identical to mined diamonds, but made out of 10 different elements in a lab. Bottom line, our simulants are like a cousin to mined diamonds. They look like a diamond and act like a diamond, but have a slightly different genetic make up." and again about the hardness "Moissanite is a manufactured crystal, made out of the same compound as LED light bulbs. It’s great for rings because it’s just about as hard as a diamond so it will last a long time. However, unlike a diamond, Moissanite reflects light twice so it doesn’t look like a diamond. That’s why some jewelers refer to it as a “disco-ball diamond”. Our simulants are not only hard like moissanite but also look just like a diamond." and again "The only difference between our diamonds simulants and mined diamonds is the chemical composition. Mined Diamonds are pure carbon and our simulants contain carbon, along with 9 other elements. " I would like a refund for the money I paid them since the stone cracked.Desired Settlement: refund of the $138.00 I paid to them and for them to say clearly on the web site that the stones can not be heat set so that other customers will not make the same mistake.

Business

Response:

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.

Consumer

Response: