Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a $1982.75 "Flawless D platinum" diamond ring from them and I was told by 2 separate places that my diamond is actually a moissoinite.

  

  Business Response

  Date: 03/20/2025

  Dear *******,
  Thank you for bringing this to our attention. At Blue Nile, we take quality and authenticity very seriously, and we want to ensure that you feel fully confident in your purchase.
  We do not carry moissanite in our inventory, so there is no possibility of your diamond being switched for one. However, we completely understand your concerns and would be happy to review your ring to provide clarity and peace of mind. We can facilitate a return for inspection at your convenience, and a member of our team will be reaching out shortly to assist you with the next steps.
  Please dont hesitate to reach out if you have any further questions. We appreciate the opportunity to make this right for you.
  

  Best regards,

  Blue Nile Customer Service

• Initial Complaint

  Date:03/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought this ring for my husband to give to me for Christmas. I paid $928.60. It has only been worn 5-6 times. I noticed a clicking sound, and I could see that the amethyst was loose and moving around. I took it to a jeweler today, and there are several problems: The prongs are bent in strange directions. The stone measures 7x8.5, not 7x9 as promised. The girdle of the stone is uneven all the way around. Between that and the incorrect stone size, it appears that that is why the stone is loose in the setting.I left it at the jeweler to have the stone reset for $150. You may tell me that I should have sent it back to you for repair, but my past experiences with your repair services have been abysmal, so I wasn't going to do that again. This problem all started with Blue Nile setting a stone of the wrong size with a very uneven girdle in a setting made for a 7x9 stone. When I looked at it closely once it was clear the stone was loose in the setting, it was clearly not set properly, and it was inevitable that these problems would show up.I have experience similar situations with Blue Nile in the past. It appears that you don't mind sending defective product to a customer if they are paying a discounted price.Based on past negative experiences, I very much doubt that you will do anything to make this situation right. But I'm asking you to, nonetheless. You should reimburse me for the $150 that I'm paying to have your defectively set stone properly set.Please do the right thing. It is so discouraging to discover that I've been sold defective merchandise as new.Let me know either way. ***** *******

  

  Business Response

  Date: 03/20/2025

  Dear *****,
  Thank you for reaching out and sharing your concerns. We understand how frustrating this experience has been for you, and we sincerely regret any disappointment caused.

  I want to assure you that a member of our team has already reached out and is actively working with you toward a resolution. We appreciate your patience as we work through this and remain committed to addressing your concerns.

  Please let them know if you have any additional questions. 

  Best regards,

  Blue Nile Customer Service

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 23037285
  
  I am rejecting this response because:  ***** from Blue Nile reached out, but despite numerous messages back and forth, no resolution has been reached.  I will be thrilled to close this complaint when Blue Nile follow through on an actual resolution.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 04/02/2025

  Hello *****, 

  I see that you are working with a supervisor on a resolution and a refund is being processed for $125.

  Please let us know if you have any questions. 

  Sincerely, 

  ****** *********

  Customer Answer

  Date: 04/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  They offered me a resolution which required my providing them receipts.  I then asked 3 times how best to get the receipts to them.  I never received an answer.  Then, after changing their demands several more times, they offered the lower settlement amount, which I accepted, at which point BN completely stopped communicating with me.  I received a **** credit about a week later, with no explanation and no communication.  BN customer service is poor, with very low standards, and frankly rather bizarre.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:02/20/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase (order #: **********) on 2/14, 2025. My purchase was declined and I was told to make the same purchase again on line. However, if I make a new purchase, the original discount would not work and thus, the **** cost will go up.I did call my credit company and I was told my card worked just fine. Also, I was traveling after I made that purchase which made things difficult for me to follow up with Bluenile. I request that Bluenile re-active my original purchase with the same discounts so I can proceed and complete this purchase. I am open to use another credit card if the previous one does not work for blue nile.Thanks,*****

  

  Business Response

  Date: 02/20/2025

  Dear *****,
  
  Thank you for reaching out to us regarding your order. We understand the inconvenience this situation has caused, and we appreciate your patience.
  
  We are happy to honor the original promotion for your purchase. We have responded to your email and sent you a new order confirmation along with a payment link to complete your purchase. If you encounter any payment issues, we recommend using an alternate credit card to complete the transaction.
  
  Please let us know if you need any further assistance, and well be happy to help.
  
  Best regards,

  Blue Nile Customer Service

• Initial Complaint

  Date:02/06/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a size 6 platinum band wedding ring on May 6, 2024. On August 28, 2024, I called Blue Nile because my ring was too tight. They asked me to send in the ring and they will resize it from a 6 to 6.5. I waited to go into the Blue Nile store in ******* to try on the 6.5. The salesperson sized my ring and said it was not quite a 6. Since my engagement which is a 6 fits fine, he suggested that he would send in the ring and ask them to actually resize it to a 6 because the ring I received was a bit shy of size 6. He let me know 6.5 would be too big. I hold him there was an order from when I called in and he said that wouldn't be a problem. It most definitely was. I have been receiving multiple emails asking me to pay 50$ for a resize because their system cannot handle the two resize orders. They emailed asking me to call in and explain what size ring I wanted so I did so and explained the whole thing to her. At one point another agent said that my ring was send back but no one could find it. It has now been over two months since I sent it the ring and I have called countless times and emailed with customer service with no resolution. They say the ring is already a 6 so they can't resize it to a 6. The agent suggested that he could ask if they could resize the ring to a 6.25 but after that they have stopped contacting me altogether. I asked them to escalate my issue. They have a ***** hr response time. But it's been two weeks and even after calling 2x, no one will contact me about my ring. They will not release my ring or refund me.

  Customer Answer

  Date: 02/07/2025

  Since I wrote this email, Blue Nile has responded by sending me a refund so we can now consider this issue resolved.  Thank you so much!

  

  Business Response

  Date: 02/07/2025

  Dear Angel, 

  Thank you for reaching out and sharing your experience. We sincerely apologize for the frustration and inconvenience this has caused you.

  A member of our team will be reaching out to you today to personally address your concerns and work toward a resolution as quickly as possible. We appreciate your patience and the opportunity to make this right.

  If there is anything else you'd like to share in the meantime, please let us know.

  Best ********************************************************* Team

• Initial Complaint

  Date:02/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Blue Nile constantly sends me spam emails. I never asked them to email me, I never contacted them, I never bought anything from them, I NEVER WILL buy anything from them. Please get them to stop emailing me! I clicked on a link to unsubscribe, no effect. Typical for **********************

  

  Business Response

  Date: 02/07/2025

  Dear ******,

  Thank you for bringing this to our attention. We sincerely apologize for any frustration caused by receiving unwanted emails from Blue Nile.

  We take email preferences seriously and strive to ensure that our customers only receive communications they have opted into. Based on your complaint, we have immediately removed your email address *************** from our mailing lists to prevent any further emails from being sent. Please allow a short processing period for this to take full effect.

  If you continue to receive emails from us after 5 days, please let us know at ********************************** so we can investigate further.

  Again, we appreciate your feedback and regret any inconvenience this may have caused. If theres anything else we can do, please dont hesitate to reach out.

  Best regards,
  
  Blue Nile **************** Team

• Initial Complaint

  Date:02/02/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Blue Nile advises they will do diamond match pricing with competitors who have lower prices on comparable diamonds. Ive found 2 diamonds I sent to them from a competitor, and each time I was told the diamond I am looking at on their site is no longer available. I found a third diamond I was interested in on their website. Per their price match policy, I found a comparable exact specifications diamond on a competitor website (***** *****). The ***** ***** diamond was much cheaper. I was told by diamond expert ******* M at Blue Nile that per management, they no longer do price matching with their competitor ***** *****. This is the third diamond I located where ***** ***** and competitors had the same diamond that Blue Nile had at a cheaper price. Each time I requested a price match ( per Blue Niles own price match policy) and each time was told the diamond at blue Nile I requested them to price match was either conveniently no longer available or was told they will not longer price match with ***** *****. There was nothing in their policy about this. The email I received from Blue Nile:Blue Nile is engaging in bate and switch tactics. Further, they are engaged in false advertising and deception. Hello *****,I am just getting back to the office. I have some bad news for you. Our management team has advised us we are not approving diamond price matches from ***** ***** at this time. Sorry to have to share this news with you. If you need help with anything else please let me know. Regards,******* M.******* Expert

  

  Business Response

  Date: 02/03/2025

  Dear *****,
  Thank you for reaching out and sharing your concerns regarding our Diamond Price Match Guarantee. We appreciate the opportunity to clarify our policies and address your experience.

  At Blue Nile, we strive to offer competitive pricing and provide our customers with the best value. Our Diamond Price Guarantee Terms & Conditions state that we reserve the right to review each request individually, deny requests, or modify our terms at any time. You can view these terms here: *************************************************************************.

  We understand that you have submitted multiple price match requests, and we want to assure you that each request is carefully reviewed based on our criteria. While we have approved price matchesincluding one for diamond stock number ********not all requests meet our requirements. Factors such as diamond availability, competitor policies, and overall market conditions play a role in our review process.

  Regarding your request for a price match with ***** *****, we have not stated that we will not match any ***** ***** diamonds. However, each request is reviewed on a case-by-case basis, and not all requests are approved. We regret any confusion and appreciate your understanding.
  If you have any further questions or would like assistance finding a diamond that meets your needs, we are happy to help.

  
  Best regards,

  ****** *********

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22890260
  
  I am rejecting this response because:

  Your sales *** told me you no longer price match ***** *****. See the attached copy of the email I received. Ive spent a lot of time finding comparable diamonds and each time your diamonds are conveniently no longer available or Im told (after the fact) youre no longer price match ***** *****. Very disappointing you dont follow your own policy. 

  
  Sincerely,
  
  **** Round

  Customer Answer

  Date: 02/10/2025

  Please see the attached email that was sent to me from the sales representative. 

  

  Business Response

  Date: 02/12/2025

  Thank you for your response. We sincerely apologize for any confusion caused by the communication you received. We want to clarify that our policy is to review each price match request individually, considering various factors, including the specific diamond, its availability, and what we can offer it for.
  While we understand that our representatives response may have led to confusion, we do not have a blanket policy against price matching ***** *****. Instead, we evaluate each request on a case-by-case basis. We regret that the information provided to you was not accurately conveyed.
  Additionally, we did approve a price match for diamond stock number ********, demonstrating our commitment to honoring our policy where applicable. Diamond availability can change rapidly, and while we strive to provide competitive pricing, we can only approve price matches when the request aligns with our evaluation criteria.
  We appreciate your time and effort in researching comparable diamonds, and we regret any frustration this process has caused. If you have any additional concerns or would like us to assist you in finding the best available diamond for your needs, we are happy to help.

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22890260
  
  I am rejecting this response because: I was never contacted or told that you approved a price match for diamond stock number ********. How was I supposed to know this when you never contacted me about an approved match? Every instance of communication resulted in a denial not an approval. You are proving inconsistent information. Whom should I contact to resolve this matter with your company? 
  
  Sincerely,
  
  **** Round

  

  Business Response

  Date: 02/20/2025

  We apologize for any confusion regarding your price match request. Our team should have reached out to walk you through the process, and we regret if that did not happen as expected. The original diamond you inquired about is no longer available, but we are happy to assist you in finding a new diamond and ensuring clarity on what we can and cannot match. A specialist will be reaching out to you today to assist further and resolve this matter

• Initial Complaint

  Date:01/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received item 12/03 and returned 12/11 within return window.I have reached out to customer service multiple times, and I was told that return was approved by Blue Nile 12/15/24 and it can take "up to 4 weeks"After 4 weeks transpired from 12/15, I reached out via customer service chat, and I was told that it was still ************* has been well over 4 weeks since they have accepted my return, even if don't count weekend (which we should)

  

  Business Response

  Date: 01/30/2025

  Hello,

  Thank you for reaching out and for your patience while we reviewed your concern. We sincerely apologize for the delay in processing your refund and for any frustration this may have caused.

  We understand that you returned your item on 12/11 and that our team approved the return on 12/15. While our standard processing time is up to four weeks, we acknowledge that your refund took longer than expected. We regret this delay and any inconvenience it may have caused.

  Please note that your refund was fully processed on 1/26. You should see the funds reflected in your account based on your financial institutions processing timeline. If you have not yet received it, we recommend checking with your bank or credit card provider.

  At Blue Nile, we strive to provide a seamless experience, and we appreciate your feedback as it helps us improve our processes. If theres anything else we can do to assist you, please dont hesitate to reach out.

  Best regards,

  Blue Nile Customer Care

• Initial Complaint

  Date:01/22/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Blue Nile accepted our payment, has not delivered a product, and has not handled communications regarding our order clearly. Of note, it has always been us, the customers needing to chase down ********************** for updates - not once have they taken the initiative to provide us with updates or help us in any way. We ordered a ring on 01/14/25 from Blue Nile's website. The item was advertised as having fast, next-day shipping which we saw as a big advantage, seeing as we were hoping to use it to celebrate an upcoming special occasion. The smoothest part of this entire transaction was Blue Nile's acceptance of our payment. The item was scheduled to be delivered by *** the next day 01/15/25 by noon, and never came. I went out of my way to make myself available to sign for the package so it was frustrating that it never arrived. I then saw that due to some unexpected delay, it was now scheduled for delivery 01/16/25 by noon. Exactly the same thing happened again; nothing arrived and there were no further status updates. By 01/17/25 the status of the item was labelled as "Information Not Available...If you are the sender, please check with the receiver to confirm delivery. Otherwise, you may start a claim to provide a resolution." I have since reached out to Blue Nile at least three times, with different agents telling me they are "now escalating the issue" or "now starting an investigation," with these messages being seemingly inconsistent with each other. I was asked by an agent whether I would eventually prefer a replacement item or a refund, but in fact neither option has been granted. I asked point blank for a refund today (01/22/25) given that Blue Nile has taken our money and not provided a product and they are refusing to issue one until their communication with *** is resolved. This Blue Nile buying experience has ruined an item that was supposed to be a special family gift. This company will do anything to keep your money and I suggest you steer clear of them.

  

  Business Response

  Date: 01/31/2025

  Hello, 
  Thank you for bringing this matter to our attention. We sincerely apologize for the frustration and inconvenience you have experienced with your recent order. After reviewing the details of your case, we understand how disappointing it is when expectations are not met, especially when you were looking forward to celebrating a special occasion.

  We want to reassure you that we take your concerns seriously and have processed your refund.

  We also want to address your feedback regarding the communication challenges you faced. We acknowledge that there were delays in providing timely updates, and we understand that this led to a lack of clarity and unnecessary frustration. We will work with our teams to improve communication and ensure that future customers receive more proactive support.

  We apologize again for not meeting your expectations, and we regret that this experience has impacted what should have been a joyful occasion. Should you have any additional questions or concerns, please don't hesitate to reach out.

  Thank you for your understanding.

  Customer Answer

  Date: 02/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Although I am not satisfied with the timeline of Blue Nile's response and resolution, ultimately the resolution of a refund is what I wanted and has been granted. I want to thank the BBB for facilitating this complaint, as I am confident that without your help, Blue Nile would not have been responsive in their communications or actions. 
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:01/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband bought my wedding band and engagement ring from Blue Nile in 2019. After 2 years, the engagement ring broke, losing one of the diamonds. I sent it in and they ***aired it. Then, 9 months later, it happened again. Same place. I sent it back and asked then to ***lace the setting, they refused, said they ***aired it again and sent it back. The wedding band also had to be sent in multiple times to be reshaped. 6 months later, the engagement ring brokeagain in the same spot and the wedding band broke as well. I sent both rings in 4 months ago and have talked to customer service **** who promise to look into it and never return my calls or email as promised. The last *** I talked to a month ago, said they had declared the rings unfixable but, they hadnt decided what to do yet. They said its normal wear and tear. SeriouslyI had the rings for 2 years before the first break. How can this be normal wear and tear? I asked if they would just give me credit for the setting and I could get a new setting with the original diamonds and they have refused. I have no idea what to do at this point. I have tried MANY times to get a hold of ANYONE who can give me information. At this point, Blue Nile has had my rings more often than they have been on my hand in the last 4 years since Ive been married. We paid almost 10K for both rings. I would like to know how to get them back.

  

  Business Response

  Date: 01/14/2025

  Hello, 

  Thank you for sharing your concerns, and we sincerely apologize for the repeated issues youve experienced with your rings and the frustration caused. We understand how important these pieces are and regret that our service has not met your expectations.

  A representative from our team has already reached out to assist and work toward a resolution. Please rest assured that we are committed to addressing this matter fairly and promptly.

  If you have further questions or need additional support, please dont hesitate to contact us directly.

  Customer Answer

  Date: 01/19/2025

   
  Complaint: 22786874
  
  I am rejecting this response because:

  I received a call, Thursday, the day after my first initial report, and the customer service agent, *****, assured me that she would help to rectify the situation. She said she would get back to me the next day, Friday, or by Monday at the latest. I did not hear from her Friday or Monday. I followed up with an email and phone calls. When I finally spoke with her on Friday, she told me there was nothing she could do. She said the rings could not be repaired, the damage was my fault and that Blue Nile would give me 30% off a new setting for my troubles.  She had no excuse or reason why they have had my rings for the last 5 months  without ever reaching out to me, or returning phone calls and/or emails  to try and get my rings back to me. I explained that we had paid $10,000.00 for the 2 rings and I had ZERO desire to spend more money with a company who did not back their product and have had my rings more often than I have over the last 2 years.  I asked her to ship them back to me, explaining that I needed them shipped overnight because I was going to be out of the country for the next 2 weeks. She said she would. Then, I received an email saying she was passing along the information to her managers to see what they can do. This wasnt an option when I talked with her the day before, so, I responded that my expectations were that she agreed to expedite my rings back to me so I would have them before I left. This was Thursday, today is Sunday and she has not responded to my email. So, I have not had the situation handled and do NOT have my rings.  

  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 01/31/2025

  Dear Ms. ****************** you for reaching out and sharing your concerns. I want to sincerely apologize for any frustration and inconvenience youve experienced throughout this process. I understand how important your rings are to you, and I regret any delays in communication that may have added to your frustration.

  After assessing your rings, our team did not find any manufacturing defects, which is why we were unable to proceed with an exchange at no cost. We communicated these findings and, as a goodwill gesture, offered a discount on a new setting should you wish to explore that option.

  Per your request, we have since shipped your rings back to you. I do see that these have been received as of today. 

  Again, I truly regret the experience youve had, and I appreciate your patience. If theres anything else I can do to assist, please dont hesitate to reach out.

  Customer Answer

  Date: 02/01/2025

   
  Complaint: 22786874
  
  I am rejecting this response because: 

  I finally received my rings yesterday after Blue Nile keeping them for 5 months.  With absolutely nothing being done to the rings. Once again, I made many phone called and emails attempting to get a response to have someone send the rings back and finally reached someone who got them returned.
  

  The discount they gave me was still going to cost me $2500.00 in new settings. I spent $11,000 for the 2 rings to begin with, and had them for just over 2 years when it broke the first time. It has since broken 2 more times. If it wasnt a defect, why would they have fixed it the first 2 times? Now they want me to spend more money  with a company that has been nothing but disappointing and frustrating. I would never spend another dime with a company who doesnt stand behind their product and who has the worst customer service Ive ever experienced. 
  

  There were so many options to make this a different experience. I am greatly disappointed in the outcome. All I can do is make sure that friends and family do not make the same mistake by using Blue Nile.   

  Sincerely,
  
  **** ********

• Initial Complaint

  Date:01/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My fianc had purchased an engagement ring with a wedding band on 7/18/24 and proposed to me on 8/24/24. We purchased insurance for both rings right away so I could wear it to work without any worries about losing it. On 12/27/24, my most fear came true, I was working and noticed the diamond was missing! I panicked and searched everywhere and luckily found the diamond! I contacted BlueNile customer service right away on the online chat through their website. I was paired with ***** *. At first she was responsive, she was quick to send me the information on how to send my ring in for repair and then communication started going downhill. ***** would only respond back to me once a day and we were communicating through email at this point. I got frustrated because she was not answering any of my questions. I wanted to know who I needed to contact to talk about making the setting of my ring a little lower and possibly a return. ***** finally emailed me back and told that a return is not possible due to their 30days policy. I then explained to ***** again that the ring was purchased in July 2024 and had been wore only 4-5 months and the diamond fell out! This made my fianc and I doubt the quality of BlueNIle and that we are not happy with the purchase. ***** basically disregarded everything I said and told me that there was nothing BlueNile could do, she suggested that we could exchange for another ring and BlueNile could "maybe" give us a discount and also suggested that we should get insurance on the ring and make sure to get it inspected every 6-12months. I reminded ***** that we do have insurance for the rings because we were afraid of something like this happening and told ***** that we were planning to get the ring inspected and cleaned by the 6 months mark but the diamond fell out before 6 months! The last straw was ***** suggesting us to "sell" our ring to another jewelry store once the ring is fixed and they send it back to us if we do not want the ring at all.

  

  Business Response

  Date: 01/08/2025

  Dear Kaohlee,

  Thank you for reaching out and for sharing your concerns. We sincerely apologize for the experience youve had and understand how upsetting this situation must be for you and your fianc. This is not the level of service we strive to provide, and we want to ensure your concerns are properly addressed.

  Weve escalated this matter to our team, and someone will be reaching out to you shortly to discuss your concerns in greater detail and work toward a resolution. Your satisfaction and confidence in our products are extremely important to us, and we appreciate your patience as we look into this.

  If you have any additional information or questions in the meantime, please dont hesitate to reply to this message.