Diamond Nexus

Review: We purchased Diamond Nexus's "Aurora" ring on 05/16/13 for $1,499, and received the ring on 06/11/13.

My fiancee and I got engaged on 08/21/14. Until this time, the ring was unworn and kept in a safe place.

On 09/19/14, after approximately one month of wearing the ring, I noticed it had lost a side stone from its pave setting, and another stone was brown in color. I emailed [redacted]) and informed her of my finding.

[redacted] informed me Diamond Nexus could replace the stones under the ring's warranty, but there would be a fee of $35 to replace the stones and $8 for shipping. Since the wedding date was on 7/11/2015 and I wanted it to look nice and shiny for the wedding, I continued using the ring until shipping it back to Diamond Nexus for repair on 04/16/2015. On the day I sent the ring back for repair, three stones were missing and at least three were brown.

On 04/27/15, [redacted] sent me an email waiving the $35.00 as a "one time courtesy." She also offered me a service plan, which would allow me to send back the ring for any needed future repair for $149 for a year, $249 for two years or $299 for three years.

I received the repaired ring on 05/11/2015, and stored it in a safe place until wearing it on my wedding day. On 7/12/2015, one day after the wedding, I noticed three stones were missing. I contacted [redacted] on 8/17/2015, and informed her of my finding.

I shipped the ring once again on 08/26/15 by UPS.

I called back and spoke to [redacted] and she confirmed that they have received my ring.

Since then, I have been emailing with [redacted] and [redacted] , they told me that I can trade up, with a 50% more to the additional price. This feels wrong in so many levels. The Aurora ring was my first choice with a very close runner up from another company. So now they want to force me to choose another ring even though I did no like their other rings, or want another ring from this company. Because their poor craftsmanship, I was never able to wear my ring for 1 full month with all the stones in it! I am a newly wed and still not have a ring to wear.

I feel disrespected and do not trust Diamond Nexus products. I will not give more money to a company that does not follow through in the first time.

I would like a full refund to buy my second favorite ring, since my most favorite it is not reliable and I will never be able to wear and enjoy it in fear that the stones will fall out.Desired Settlement: I would like a full refund.

Business

Response:

[redacted] purchased the Aurora Engagement

ring and Aurora

matching band on May 16, 2013 for a total of $1798.40. In April 2015 the Aurora Engagement ring was

sent in for warranty repair and the repair was done at no charge as a one time

customer courtesy. In October 2015 the

Aurora Engagement Ring was sent in with missing stones. We emailed the customer an invoice for $35.00

for the repair. At the time that Ms. **

[redacted] purchased the rings our lifetime guarantee stated: if one or more stones

come out of the ring and are lost, we will replace the stones at no charge and

the customer would be responsible for just a small setting fee of $35.00.We do have a 30 day return policy and

unfortunately Ms. [redacted] is outside of that 30 days. Here is a link to our return policy:http://www.diamondnexus.com/ed/customer-service#30-day-free-returnsWe do have a few options to offer [redacted]: Ms. [redacted] can pay $35.00 for the repair of

her ring. We would repair it and ship it back to her within 10 business

days. Ms. [redacted] can exchange the engagement ring

and matching band for a different style. If the price of her new rings are more

than what she originally paid she would be responsible for the difference,

however, she would not be required to meet the trade amount of 1 1/2 times the

original purchase price.Below is the link of our trade up policy:http://www.diamondnexus.com/ed/customer-service#30-day-free-returnsThe final option for Ms. [redacted] is that she can

have the money she spent on the engagement ring and band put into a store

credit that can be used towards any other items from our website or Dreambook

catalog.

Business

Response:

[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.

Consumer

Response:

I have 4 other pave rings and have never had to get any of them

repaired after 2-17 years of ownership.

The Aurora’s design is obviously flawed since it has needed to be

repaired twice now after extremely minimal usage: following the last repair,

the ring lost its stones after wearing it for 1 day! Blaming my lifestyle is just absurd - rings are made to be

worn. I would be more understanding of

the company’s “lifestyle” explanation if it were just me who experienced the

issue, but this has happened to several other outspoken customers. There’s no excuse here other than poor

quality.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

Review: To Whom it may concern:

My husband and I bought the Ulyssa ring and matching band from Diamond Nexus Labs in the Summer of 2012 for approximately $350. I just sent my ring in for repair for a missing stone in the halo and just got it back. This is the third or fourth a stone has fallen out since my husband bought this ring. The craftsmanship is absolutely awful, and it is unacceptable that I can't wear my ring for more than a week without a stone falling out. I have paid their "nominal" $43 fee for repair so many times, that we may as well have bought a real ring. I am starting to suspect that this is how the company makes their money, which is unacceptable since we paid $350 for the initial band, and an additional charge for the wedding band of approximately $233. I previously offered to trade this ring for another ring with no little stones so I could actually wear my ring and avoid the need for constant repair. I was told I would have to pay more money for a trade. I also found it completely unacceptable that someone told me last time to "find a ring to wear with my lifestyle." I do not work with my hands. Is the craftsmanship so poor that they encourage people to wear a separate ring? I am so unbelievably unhappy and disappointed with the customer service I have received so far.Desired Settlement: This business ought to allow a customer to exchange or obtain a refund for such poor craftsmanship, and for an item that is supposed to be so meaningful- such as a wedding ring. At this point, I am not sure I want to continue working with Diamond Nexus, who has been extremely unhelpful. I would prefer that they allow me to exchange this wedding band for a ring that I can actually wear without the stones falling out. I have made this suggestion, and I was told I would need to pay more money. I am unwilling to pay more money to a company that does not value their customers. Failing this, I would like to have our money back to shop elsewhere more deserving of our business.

Thank you,

[redacted] and [redacted]

Business

Response:

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

Business

Response:

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.

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 like to waive the trade up requirement and allow an

even exchange to Mr. [redacted] and Ms. [redacted].

If they choose rings that have a higher cost than $652.50 they would

have to pay the difference but they do not have to meet the one and one half

times trade up.

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.

Diamond Nexus is a complete scam!! They advertise that these are DIAMONDS until you read the very very fine print! My Fiancé and I cannot return the rings because it is over 30 days. I think this is ridiculous because he was never aware of these being fake diamonds or CZ's. They should not even be advertising that they are DIAMONDS, they should clearly state that these are CZ gems. They take innocent people for granted and are overcharging people by a long run. Personal family jewelers have even indicated that my Fiancé was ripped off and it's ridiculous that the cannot get his money back. If I could get these people off the market I would instantly. It's ridiculous that they are accreted by the Revdex.com and can get away with this false identification of diamonds.

Review: Throughout the process of working with Diamond Nexus they misrepresent their products and warranty using deceptive and missleading techniques. They use confusing language and misrepresentatin to make the average consumer, who is not a gemologist, think that the product they are purchasing is a lab-created diamond which is 100% diamond just grown in a lab. They also advertise that the consumer has absolute worry free shopping and if you aren't satisfied you can send it back with no hassle as referenced on the http://www.diamondnexus.com/why-dn page. After having been tricked by the missleading advertising on this diamond nexus material and believing that their diamond simulants are 100% lab-grown diamond with a money back guarantee I went forward with the ordering process. Once I had identified the ring I design I wanted I was sent the invoice with the detailed description of the product I was purchasing. The invoice for payment described the product as being a certified "Center Stone 2.54ct Oval". Based on this description I was confident they were selling me the lab-created diamond that I had requested on the phone with the sales rep. About one week after receiving the ring I finally received the diamond nexus documentation on the stone, which then made me realize that I may have been tricked and it appeared that this wasn't a diamond at all. I then brought it to be independently appraised whcih resulted in confirmation that not only was it not a diamond, but the certification documentation they provided with the ring made fraudlent misrepresentations about the carrat weight in order to make one think that it is indeed a diamond and not cubic zirconia which is what is what the independent appraisal determined. I then contacted Diamond Nexus and they refused to offer a refund based on an agreement they had me sign that had fine print indicating that items over $5,000 could not be returned and my purchase was $5,012. My signing of this agreement is was based on the fact that the product I was purchasing would be as described and the documentation on the product didn't fraudulantly misrepresent the product. Requesting to return the product for a full refund based on the companies misrepresentation of the product I purchasedDesired Settlement: Looking to return the product for a full refund.

Business

Response:

On March 14, 2014 Mr. [redacted] began the process of designing

a custom ring with one of our Custom Jewelry Sales Advisors. The Jewelry Advisor emailed Mr. [redacted] an

initial estimate for the ring he was interested in and within that email the

Advisor referred to the center stone as a 2.54ct Oval Cut Certified Diamond

Simulant and the accent stones as Round Diamond Simulants.

Our Diamond Simulants are created in a lab and information

about how they're created and what they are comprised of is on our

website. Here is a link to our website

that explains how our Diamond Simulants are created:

http://www.diamondnexus.com/product-education-the-simulant-creation-process.html...⇄ />
On March 18, 2014 the Jewelry Advisor spoke with Mr. [redacted]

and he agreed to continue the process over the phone, at that time he paid the

$105.00 CAD fee.

On March 19, 2014 we emailed Mr. [redacted] the custom Order

Agreement which states in part:

The following design aspects will make this custom design not

returnable,

exchangeable, or eligible for trade up:

Purchases over $5,000.00

Mr. [redacted] signed this agreement on March 19, 2014.

On April 24, 2014 the CAD process was completed and Mr.

[redacted] was emailed the final price with indicated the stone was a diamond

simulant.

On May 6, 2014 we shipped the ring.

On May 8, 2014 we confirmed the customer received the ring.

On May 21, 2014 Mr. [redacted] contacted us asking about the

type of stone was in his ring. At that

time we explained again that it was a diamond simulant. Mr. [redacted] requested a return and we

explained that it was non-returnable based on the Custom Order Agreement he

signed.

On June 9, 2014 Mr. [redacted] opened a dispute with American

Express, after their investigation the dispute was ruled in our favor and was

closed.

At this time Mr. [redacted] can upgrade his diamond simulant to

a pure carbon diamond or trade-up his current engagement to another piece of

jewelry. Here is the link to our trade-up policy:

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

I did finally get my center stone replaced into a ring and then returned to me. I wanted the company to place my stone in a size 7 or whatever it is ring and send it back to me. Instead they insisted that I bring the ring to the store so they could send it to corporate to put my stone in it. I gave in wanting to just be rid of the problem and finally get to enjoy my engagement ring. Once I finally received my new sized ring with my original stone I was very happy it looked clean and beautiful and they did the work in a very timely manner. I still think their customer service department needs to be revamped. I have yet to feel satisfied or even cared about as a customer when calling the corporate customer service number.I don't think its the employees I think its the customer service program overall. It's pretty sad when a store manager is more understanding,concerned, and helpful than corporates customer service number. That being said [redacted] and [redacted] were very nice and helpful but getting to them was difficult because customer service did not offer switching me to anyone. I got in touch with them through posting a review on Facebook and other sites. Anyways, I'm posting again because upon looking at my engagement ring today I noticed i'm missing a stone...seriously. Its been like what not even two months! and i'm missing a stone?! I have rings from TJ Max that are flat out CZ that I wore on a daily basis for 8 years and never lost a stone! Which I told customer service. They literally had nothing to say. At this point I don't even know what to think. I called the local store and they offered to send the damaged ring in and get it fixed for me or even order a new one. The problem for me is that if I send it in I am without my engagement ring yet again and if I just order a new one I am without MY center stone again! So I told her I wanted to talk to my fiancee and id call her back. She was very helpful and sincere. Upon thinking about the situation I decided to call corporates customer service number thinking they would be better able to help me. What a joke. The woman did apologize and kept saying she understood but only offered that I could send my ring in and get it repaired. I repeatedly explained to her why at this point I should not have to be inconvenienced in the slightest because the first mistake was on them and though it was fixed it took a lot of fighting to get it fixed not to mention just overall disappointment. Now the second problem that has arisen in less than two months is completely a quality issue and not at all my fault. She stood behind their "sizing policy" and pretty much told me there was nothing she could do. I then explained to her that I understand she may not be able to help but surely someone there had more authority than her to help me with this issue...she offered no one to transfer me to. Finally because I was near tears from shear frustration I asked her to just put me back into contact with either [redacted] or [redacted]. Neither of them were there at this time so I left my name and number and should be getting a call tomorrow. So I guess not I wait..again...

I really hate that every time I look at my engagement ring I get pissed now....

Great way to start a marriage!

I'm currently in dispute with Diamond Nexus!! A ring arrived, I did not order it!! Seems as though they do not have the best ordering policy or the safest of websites. WARNING, DEMAND SIGNATURES!!! The person who delivers the product should check for ID- show credit card and ID upon delivery!!!!!

The fraud would have not taken place had the delivery company demanded a signature from the supposed orderer-ME!!!??????! (Wasn't me, but you get my point) The WAY delivery is supposed to happen!!! What if you actually ordered a ring and someone ELSE signed for it???? Then you have nothing (or in my case something I dod not approve!)

I'm hoping my bank will take care of this and things will run smoothly! But so far no help from the company Diamond Nexus...

I have read a lot of really bad things about DNL but I would just like to say something positive. I ordered my ring several years ago. It is a 1.75ct emerald cut in a white gold band with matching shadow band. It has been more a good 7 years that I have had this set. I love it!! It looks exactly like what I had expected when it arrived. The stone is beautiful when it came and years later. I wear it often and NEVER had the stone loose or chip. The life time guarantee is important to me and was a huge selling point. LOVE IT and will purchase again. There will always be unsatisfied customers but don't let all the negative voices out shine the happy ones. I do not feel scammed, and actually purchased it as a fantastic price for the 14K gold itself at market value is fa-nominal.

Love DN. My husband purchased my wedding rings (Diamond Diva 3.05ct) three and one-half years ago and a pair of stud earrings about a year ago. I am now trading in my engagement ring and upgrading to a new wedding set. I lost my wedding ring when it fell off my finger after weight loss. My experiences w/DN have been nothing but positive.
I have been trying, for over a week, to decide which size ctr. stone I want in my new DN engagement ring. I have spoken w/several DN reps on the phone and they have all been most helpful, very honest and quite knowledgable about the DN products.
I will add that I take very good care of my jewelry. I never wear it while doing housework, gardening, cleaning, etc. I NEVER wear it in the shower/bath. My jewelry is in excellent condition and when wearing it I clean it in a sonic cleaner at least once a week. It sparkles like mad.
I will never go back to the costly jewelry and diamonds sold on the market. I LOVE DIAMOND NEXUS!

“Bought what looked like a lovely styled ring-lots of stones. 2.5karat center, VERY impressed, initially. Spent what I thought was $900.00 on clearance from $2K. Even better. Problem is, 3 weeks after I started wearing it the plating started to come off and turn to the cheap copper-y color. Truly a defect I thought, I'll just send it back or have them replate it. Durn near !k for a piece of jewelry they should stand by their product. Contacted Diamond Nexus, gave me a series of excuses about my body chemistry and ho they would not offer a new replacement, replate or anything else for that matter. Asked me to BUY a new band (3 weeks-I don't think so) Bad customer service, NO support. Not in my jewelry box, its now in the trash... totally unwearable piece of JUNK....”