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:11/09/2024

  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 purchased a diamond ring set and it needed to be resized. During the purchase of the ring, we were in the middle of moving and blue Nile stated that I should not ship the ring in for repair until move was complete since they dont guarantee the timeline for a resize and cant change the address for shipping once the order was sent. The ring has been with them for over three weeks and I have checked on status each week since they have provided no communication on the status of the ring. Each week I have been told that they were in process of repairing the ring. When I followed up yesterday I was told that on Oct 17 they determined it couldnt be resized but no one has ever told me this or reached out to provide options. Now I am outside of the return window for a ring that I do not have and cant wear because it cant be resized. They have still provided no updates.

  

  Business Response

  Date: 11/11/2024

  Hello, 
  Thank you for reaching out and sharing these details with us. Im truly sorry to hear about the lack of communication and the delay in resolving the resizing of your ring. I can understand how frustrating it must be to be without your ring, especially after waiting several weeks without receiving any updates on its status.
  I want to help make this right. Ill work closely with our team to understand why you werent informed earlier about the resizing issue and to explore the options we can offer you now.

  Please allow us a day to follow up on this internally, and we will reach out to you with an update and next steps.

  Thank you for your patience, and again, I apologize for the inconvenience this has caused.
  

  Warm regards,

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

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22534108
  
  I am rejecting this response because:

  I was told a day was needed to follow up on this on November 11 and it is now November 14 and I still have not been contacted after numerous promises that have not been upheld. 

  Additionally per your ring policy on your website it states that rings that cannot be resized are notated on the ring description and this ring had nothing stating it could not be resized. I also called and spoke with someone to confirm this before purchasing to ensure that it could be resized. Ive attached a photo of the policy as a reminder.

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

  

  Business Response

  Date: 11/22/2024

  
  Dear Ms. ****************** you for reaching out. We are moving forward with accepting the chargeback filed with your credit card as a refund.

  Thank you for your patience, and again, I sincerely apologize for the inconvenience caused. Should you have further questions or need additional assistance, I am available to help.

  If you have any further questions or concerns, please feel free to contact us.

  Sincerely,

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

• Initial Complaint

  Date:10/15/2024

  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 has had the ring more than my fianc has had the ring. I purchased the ring back in Feb/Mar for about $7,000, but when it had arrived the 1.55 carat stone (the main stone) was completely crooked, so I had to already send the ring back to be fixed which delayed my proposal. They gave me a $658 discount. After I proposed, she had the ring for about a month, but the ring size was too large, so we dropped it off to get resized. ***** was the employee (********, ** location) that was in charge of helping my fianc with this process. ***** handed my fianc a ring sizer with very little guidance or compassion. In addition, we wanted the engraving fixed that was on the inside of the band. Also, the twist part of the ring was not flush with the band. ***** said that couldn't be fixed. The ring was sent out on July 1st to be resized to a 6 and to adjust the engraving. The ring was returned back to ******** with the size adjusted, but the engraving was not fixed. So they had to send it out AGAIN and she was without the ring until middle to late August. She finally got the ring back and it was still too large. Another employee suggested a 5.5 and was very helpful. The ring was sent out again, and we gave clear instructions that we will pick it up at the store (we were not going to be home). This again took 5-6 weeks and they shipped it to the house which was NOT supposed to happen. We were away and had to send someone to our house to wait for it. It has now been a week since we've had the ring and now one of the prongs was loose and the small diamond that I said wasn't flush with the band has fallen out. Picture attached. Her bridal shower is in 5 weeks and now might not have the ring for it because it will again take 5-6 weeks to be fixed. We've been patient long enough and are beyond frustrated with the quality and customer service. We need this expedited ASAP.

  

  Business Response

  Date: 10/16/2024

  Thank you for taking the time to share your experience with us. We sincerely apologize for the issues you and your fianc have faced throughout this process. We understand the significance of this ring and how these repeated delays have impacted such a special time in your lives. This is certainly not the experience we want for our customers, and we deeply regret the frustration and inconvenience this has caused.
  
  Please be assured that we are taking your concerns very seriously, and we are committed to making things right. A dedicated member of our team will be reaching out to you today to personally assist with this matter. Our goal is to expedite the necessary repairs to ensure your fianc has the ring well before her bridal shower. We will also work to provide regular updates and make this process as smooth as possible.
  
  Thank you for your continued patience. We value your trust in Blue Nile and are committed to restoring your confidence in our service.
  

  Customer Answer

  Date: 10/16/2024

   
  Complaint: 22427751
  
  I am rejecting this response because: no team member called me to follow-up 
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 10/24/2024

  Thank you for your feedback. I apologize for any frustration this situation has caused. We have been in contact with your fiance since October 16th to provide updates and assistance. However, I understand your concern regarding a follow-up directly with you, and I apologize if this follow-up did not meet your expectations. Your satisfaction is important to us, and I will ensure we address any outstanding matters promptly.
  Please let us know how we can best assist you moving forward.
  

• Initial Complaint

  Date:10/03/2024

  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.

  This order is a replacement of a defective ring purchased in August 2023. It has been deemed defective by the company and approved for replacement. We were working with ***** x5117 on this order who was very helpful at first. However, since the approval of the replacement, there has been no movement on the order and the ring stands idle. There has been very little communication from the company on where the replacement stands and when the ring will be shipped back. The ring has been in Blue Nile's possesion since August 15 2024. We have reached out to the company via email and phone call almost every week since the ring was delivered to the company and have recieved no clear answer on where the order stands. We are seeking resolution and delivery of the replacement of the ring immediately.

  

  Business Response

  Date: 10/08/2024

  Hello,

  Thank you for bringing your concerns to our attention, and we sincerely apologize for the frustration this situation has caused. At Blue Nile, we pride ourselves on delivering exceptional service, and we clearly did not meet your expectations in this case.

  We understand the importance of receiving timely communication, especially when it comes to something as meaningful as your ring. After reviewing your order, it is clear there has been a delay and a breakdown in communication on our part. We deeply regret the inconvenience this has caused you.

  Our team is currently prioritizing your replacement order, and we are expediting its processing to ensure it is completed as quickly as possible. We will also assign a dedicated representative to provide you with real-time updates on the status of your ring, so you are fully informed moving forward.

  Please know that we take situations like this very seriously and are working to ensure that this is resolved promptly. We will provide you with an estimated delivery date within the next [insert timeframe], and your assigned representative will be in touch shortly to ensure all of your concerns are addressed.
  Once again, we apologize for the inconvenience and thank you for your patience. Should you have any further questions or concerns, please feel free to reach out directly to our customer care team at 800-242-2728

  
  Sincerely,
  Rachel Frishkorn
  Blue Nile Customer Service Team

  Customer Answer

  Date: 10/25/2024

   

  I am following up with  BBB case #********. I did not respond on whether the case was resolved because the ring still has not been delivered. The ring under #1003155425  has been in the same status of "in production" since 10/15/24 with no update since. The estimated ship date provided was 10/24/24 and it has not even reached quality assurance yet. Blue Nile has had the ring since 8/4/24. This has been a nightmare trying to get the replacement resolved and get any communication from

  The company.  No one at Blue Nile has responded to our emails or phone calls since 10/9/24. Overall extremely unhappy with this company. I don't feel comfortable noting this is resolved until the ring is delivered. Then we will be glad to never use this company for their services again

  

  Business Response

  Date: 10/29/2024

  Thank you for reaching out and sharing your experience with BBB case #********. Im truly sorry for the delays and lack of communication you've encountered with your ring order. This experience doesnt reflect the standards of service we aim to uphold.
  Were actively working to get your ring through the final stages as quickly as possible, and a supervisor is overseeing every step to ensure this happens. Youll receive updates along the way, and were committed to making sure the ring is delivered as soon as possible.
  

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 22377009
  
  I am rejecting this response because: The ring has still not been delivered. We were told by ****** *** that the ring would be shipped from the Vendor to BN on 11/1/24. It has not. Yet again we continue to be told false timelines and given false promises. 
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 11/14/2024

  Hello, 

  Thank you for your message, and I apologize for the previous miscommunication regarding your ring's delivery timeline.
  I am pleased to confirm that, as of today, the ring has been delivered to you. I apologize for the inconvenience caused by the delays and any confusion around our estimated timelines. We understand how important this purchase is to you, and I regret any stress these delays may have caused.
  If there is anything further we can assist you with, please dont hesitate to reach out.

• Initial Complaint

  Date:09/24/2024

  Type:Delivery 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 will lie to you and then not take responsibility for anything when they don't deliver on their empty promises. I ordered a VERY expensive diamond (Over $24k) and explained to them the importance of the delivery date as I am leaving to go on vacation with my girlfriend and I plan to propose on that trip. They told me that they would give special attention to my order and try to ship early. I followed up to remind them of the importance of the delivery date. They were supposed to overnight it on 9/23/24. I called and emailed multiple times before and on the day of shipment to remind them again. They waited until after 7pm to "overnight" the diamond and I have cleared my whole schedule today to be home to sign for the diamond. I have a full schedule tomorrow and If I cancel meetings tomorrow, it's going to cost me about $7,000 in business revenue. I tried to reschedule the meeting and was told We prefer to do business with you but we cannot afford to push the project back so if we cant proceed as planned, well have to go with our backup vendor. This is going to cost me $7,000 because Blue Nile does not honor their promises! The delivery date and time was 12 PM on 9/24/24 and I get a message from *** today explaining that it will now be delivered on 9/25. I have worried about this all weekend and did everything I could to set the proper expectation. Now, my jeweler wont get the diamond in time to place it in the setting before my vacation and I may not be able to propose on our vacation as planned. Of course Blue Nile used the We cannot control the carrier/ shipping excuse but I categorically dismiss it because they waited until after 7pm at night to ship it! Why couldnt they ship at a reasonable time on 9/23 and give *** at least a chance to get it here on time?! Why? Because they do not are care about customers or making good on their promises, only making empty promises to make a sale! What a mess! DO NOT TRUST BLUE NILE or anything they tell you!

  

  Business Response

  Date: 09/26/2024

  We sincerely apologize for the experience and the delay you recently encountered with your engagement with Blue Nile. This is not the experience we aim to provide our customers. Our records show that the customer was informed of the expectations regarding fulfillment, shipping, and delivery, which they acknowledged. We assured the customer that we would do our best to ship the order on time, as outlined in the purchase order invoice, and we were successful in doing so. The customer was also made aware of the weather-related delay and the missed delivery attempt. Despite our efforts, the customer was unwilling to extend understanding regarding these circumstances. The customer requested compensation, and we responded with the best possible offer; however, this was declined.
  
  At this stage, we find ourselves at an impasse, as all proposed solutions have been rejected. We sincerely hope the customer will consider giving ********************** another opportunity in the future, though we understand the frustration caused by this experience.

  Customer Answer

  Date: 09/26/2024

   
  Complaint: 22335332
  
  I am rejecting this response because:

  I told Blue Nile on several occasions prior to the promised ship date of 9/23 that a late delivery would cause ir***arable damage and put me at risk for not having the ring in time to propose on my vacation. I told them that it wouldnt matter whose fault it was that myself, the customer, would bear the weight of their mistake and lack of follow-through on their promises. I told them (prior to 9/23) that if anything happened, they would tell me that it wasnt their fault and blame it on the shipping company or some external force and not accept responsibility for not meeting the customers needs. I told them BEFORE it happened so that they would prevent it from happening but they failed. I reject their response because they knew what was at stake and was informed of it and still failed to take requisite measures to prevent it. They also have failed to even offer to make it right.

  To add insult to injury, I had to miss a client appointment to accommodate the late delivery date that cost me $7k and as we all know, a customer is just not one sale, they also have a CLV or Customer Lifetime Value, so Im sure they will go with my competitor in the future so Ive, most probably, lost a lot more than $7k. My average customer has a CLV of about $30,000. To ********************** this just a nuisance and Im just a number but their poor customer service affects real peoples lives. People trust them with one if the most important periods of their lives and I hoped they would have taken it more seriously to protect its customers from heartache, stress and disappointment.

  Like I told them they would, they apologized but like I also told them before, while I appreciate the apology it doesnt help me be able to propose on the vacation that I have had planed for a year. I am a disabled veteran and have saved a VERY long time for this vacation and YEARS for this diamond.

  The person responding to my complaint is also mistaken as it relates to the phone conversation. Nothing was proposed or offered to make this right on their part. They only rejected my proposal. They asked what they could do to make it right, I told them, they blamed it on external forces and rejected what I proposed.

  The Blue Nile ***resentative called me to apologize and make it right yet no attempt to do so came to pass.
  

  The name Blue Nile makes me sick in my stomach and they should be ashamed of themselves.

  I didnt yell or treat the *** with disrespect which I think a lot of people, justifiably, would.

  They are only interested in making a sale and not their customers well-being.

  I never judge anyone on their mistakes, but I 100% judge them on what they do to make it right or not. My judgement of Blue Nile is that they are a company without morals and I will continue to spread the word to make sure the world knows this unless Blue Nile decides to do the right thing.

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

  

  Business Response

  Date: 09/27/2024

  We regret that we did not meet your expectations, especially during a moment that should have been special and meaningful. I apologize for any inconvenience and frustration this has caused. We truly understand how important it is to feel fully compensated for your experience.  We understand that you requested compensation; however, the amount requested exceeded what we are able to offer as part of our compensation policy. When we communicated this, we regret that our alternative solutions did not meet your expectations, as you remained firm on your proposed resolution. We sincerely apologize for any frustration this may have caused and appreciate your understanding as we strive to reach a solution that works for both parties.

  Customer Answer

  Date: 09/27/2024

   
  Complaint: 22335332
  
  I am rejecting this response because:

  Merchant is saying they proposed an "Alternate" solution and they did not. While "We apologize" and "We regret" is nice and you should say those things, that doesn't provide any real help to the situation. If you have a proposed solution, what is it?
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 10/15/2024

  We understand your frustration and sincerely apologize for the inconvenience you experienced. At Blue Nile, we strive to meet our customers' expectations, and we are committed to delivering a high-quality experience.
  
  In this case, we acknowledge that your order was shipped on 9/23/24, as arranged. Unfortunately, due to unforeseen weather-related issues,UPS experienced delays in delivering the package on time. While we try our best to meet delivery expectations, situations beyond our control, such as weather,can sometimes impact the carriers delivery schedule. Additionally, we note that when *** attempted the next delivery, no one was available to receive the package. This further delayed the delivery. We encourage customers to ensure someone is available to sign for high-value packages, as required by the carrier.
  
  Regarding your request for a $7,000 discount, we are unable to accommodate this due to the nature of the circumstances. Although we understand the significant impact this delay has had on your plans, shipping delays caused by the carrier, especially due to weather, are outside our control.
  
  We deeply regret any inconvenience this has caused you during such an important moment in your life, and we appreciate your understanding.

• Initial Complaint

  Date:08/15/2024

  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.

  We purchased a platinum engagement ring with a 1.66 carat diamond from Blue Nile in 2018 in addition to a wedding band that totaled nearly $9,000. Two years later, in 2020, the platinum ring literally split in half and the loss of two stones. We paid to send it back and have it repaired despite the "lifetime warranty." Four years later, the platinum ring literally split in half again in one place and is starting to crack and break on the other side. According to the customer service and supervisor at **********************, the warranty doesn't cover "normal wear and tear." After requesting a call from a supervisor, I received a voicemail, but of course was frustrated to hear that there was no contact information left to call them back. I am having a very difficult time understanding how it is "normal wear and tear" for someone with an office job to have a platinum engagement band literally break in half two times in the matter of a few short years. It is not acceptable to state that it would be typical for a platinum ring to split in half every few years. This is clearly a manufacturing issue and a defect with the ring. I have never heard of it being "normal and expected" for a nearly $9,000 engagement ring to completely fall apart every few years. Again, this would make zero sense for me as a customer to plan to pay for my ring to be fully repaired every few years because I know that it will split in half. Again, this is clearly a defect and a significant issue with the design of this band. This should be remedied and at this point, once the platinum ring has split literally in half twice in the matter of six years, it would only make sense for the "lifetime warranty" to consider replacement of the band to a band that it would not result in splitting in half as "normal wear and tear." I WOULD NEVER RECOMMEND A PURCHASE FROM BLUE NILE AT THIS POINT.

  

  Business Response

  Date: 09/11/2024

  Thank you for bringing this to Blue Nile's attention. Our records show that we provided the option for the item to be sent to us first for inspection and evaluation of repair options. As of today, we have not yet received the item. A prepaid return label was sent to assist with the return process, and we are now awaiting the customers next steps.

• Initial Complaint

  Date:08/05/2024

  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.

  In early June, i purchased a Lab grown Diamond Engagement ring for about $2600. The Ring came with a printed diamond specification instead of the *** certificate that is supposed to be included with every diamond regardless if it is lab grown or natural. I have emailed a representative named ********* from Blue Nile asking for the original *** report on June 20, 2024 (which they display on their website with each diamond. However the report number on the website for each diamond is blocked out.) She replied June 25 with a report that was not *** and the number was blocked out. After more back and forth I ask on July 6 for a paper copy of the original to be mailed. She then stated it will be the same that she sent in the email.She then emailed an attachment of what i would be getting on July 8. On July 9 i told her the attachment does not open. On July 10 she replies with an attachment that is the wrong file type that won't open at all. I replied while on my vacation that i was wrong on July 19 and asked her for a status of the physical copy. She sends the file that i would receive by mail and said she will try to track down the physical copy and there is no need for me to reply. I have not heard anything for 2 weeks on today August 5 and i still have not received either a *** or IGI certificate of the diamond I purchased. On the website it was shown as *** report so i am demanding that certificate so i can compare that to the diamond to ensure the diamond is authentic. Without this certificate i am unable to do this.

  

  Business Response

  Date: 09/06/2024

  Details on my end indicate this matter has been resolved. While I can admit that it took some time to provide the requested information, the matter has been resolved. 

• Initial Complaint

  Date:07/30/2024

  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.

  We purchased earrings from Blue Nile but they did not fit. We submitted an exchange to try a different setting for the earrings. It took them over 3 weeks to send the earrings back with the new setting. The earrings still did not fit, so I requested a refund. However, Blue Nile only refunded the setting and said they could not refund the diamonds because they were out of the 30 day window. It is not made clear anywhere on their website or materials that you can lose money if you try an exchange that does not work out. This is completely unfair to customers and just way for this company to take money from customers trying to give them business.

  

  Business Response

  Date: 09/05/2024

  We sincerely apologize for any inconvenience caused by the fact that the item you recently purchased did not meet your expectations. Your satisfaction is of utmost importance to us, and we genuinely regret any disappointment this may have caused. We recommend exploring local liquidation options as an alternative solution. While we acknowledge that this may not be the ideal outcome, we hope it provides a viable option for you to recover some value from the purchase.
  
  We sincerely apologize for any inconvenience you have experienced and want to assure you that your feedback has been shared with our team for further evaluation and improvement. We genuinely hope that your next experience with us exceeds your expectations in every manner.

  Customer Answer

  Date: 09/05/2024

   
  Complaint: 22068338
  
  I am rejecting this response because it does not address my issue and is just a canned corporate response.  I will not be purchasing from this company in the future. 
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 09/13/2024

  We stand firm in the response that was previously communicated to you, and this decision will not be changed. We understand that this may not be the outcome you were hoping for, and we regret any inconvenience this may cause. Our aim is to ensure fairness and consistency in all our decisions and we hope there is a level of understanding for it. 

  Customer Answer

  Date: 09/15/2024

   
  Complaint: 22068338
  
  I am rejecting this response because this company had dishonest and misleading policies, and their associates provide dishonest information.  I do not expect any fair or reasonable resolution from this company at this point but want this complaint added to the history of  BBB complainants of the company similarly misleading customers.  
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:07/22/2024

  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.

  On May 31st I took my wedding ring to a physical store to be resized. The consultant accepted the ring and explained that the resizing process would take 4-6 weeks. I was okay with the timeframe.On June 5th, I received an email stating that my ring had been received to the service center that would be resizing the ring.On June 13th I received a phone call from a consultant saying that my ring would be completed in approximately 4 weeks. I was happy with the communication and that the timeline was being honored. Around week 6, I started to contact customer service for a follow up. I was told that a shipping date had not been determined yet and I would be notified. This week was week 7 and decided to follow up yet again. I was told the same answer via chat. I emailed customer service and that is when the run around began.First, I was told they didnt receive my ring until June 25th and were within the repair window. Which was not true. Then I was told, we have two open tickets on your ring. One saying we received it June 5th and another for June 24th.Lastly, I have been told that I would receive an update on status from the service team but still nothing. I fear that my ring is lost and I am being fed random information. By looking through the multiple complaints here and on different websites, I should have taken my ring elsewhere.

  

  Business Response

  Date: 09/05/2024

  Thank you for bringing this to Blue Nile's attention. According to our records, the customer's ring has been returned. While we proposed several solutions to achieve a satisfactory resolution, the suggested next steps were met with some objections, and as a result, we were unable to service the customer's ring. We sincerely apologize for any inconvenience this may have caused and hope to assist the customer in the future should they choose to return.

  Customer Answer

  Date: 09/05/2024

   
  Complaint: 22028303
  
  I am rejecting this response because:
  

  Your company has failed to provide any solutions or updates regarding my ring. Despite the fact that it has been six weeks since it was shipped, it has yet to be examined by a jeweler. I have requested the return of my ring due to the lack of options and timeline provided by your company.
  
  I recommend that Blue Nile review the recordings of our phone conversations.
  
  I have emails documenting the repeated inability of your company to offer any updates.
  
  This situation further underscores the reasons to avoid your services.

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

  Customer Answer

  Date: 09/13/2024

  Ring was returned at my request but no service was completed due to incompetence of the company. 

• Initial Complaint

  Date:07/20/2024

  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 purchased an anniversary band for me for our 20th anniversary from Blue Nile. It is a complicated setting with many small diamonds. The ring was beautiful. After six years the band broke and two diamonds fell out. I brought it back to Blue Nile and they determined it was a workmanship issue and covered the repair under their warranty. At this point we were very impressed and happy with their customer service. It took awhile (about 9 weeks) but they returned the repaired ring. It looked great, but 6 or so months later, the same failure occurred. I contacted Blue Nile and they said send it back and we will examine it. They said the failure occurred within their one year warranty and repaired the ring again. Again it took awhile, another couple of months, but they made good on their warranty. After the second repair I had it for about 3-4 months and the exact same failure occurred again. I contacted Blue Nile and they said they are sorry but I have to pay for the repair. It was under the one year warranty for repairs (for BOTH repairs at this point) and was directly from the initial break which they determined was workmanship which they covered. It took about 5 weeks but they finally waived the repair fee, but due to various delays the ring was gone for about 3 months. I finally received the ring again at the end of June 2024. We were going on vacation so I did not start wearing it until we returned on July 14. I wore the ring around the house for 5 days and it again lost a diamond. I contacted the company, and they said they would not cover it, and demanded to know what I was doing to damage the ring. I had worn it for 5 days doing nothing more strenuous than laundry. I am a school teacher, I do not do anything to cause any damage, and had had the ring for 6 years without issue. The repairs have not been done properly that they keep failing in the exact same way. Blue Nile is not standing behind their work and demanding I pay for the 5th repair.

  

  Business Response

  Date: 09/05/2024

  Thank you for bringing this matter to Blue Niles attention. Our records show that the customer is currently working with a member of our Leadership Team. Various options have been discussed, and we are making progress toward a satisfactory resolution.

• Initial Complaint

  Date:07/19/2024

  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 ordered a ring from Blue Nile and the ring arrived 3 weeks later than expected. I returned the box and ring/paperwork contents to the *** store. When Blue Nile received the box they claimed the ring was not in the box. I was told i needed to file a police report. The ring was insured by the merchant/carrier. I received an email saying they would "promptly resolve the issue" I have called several times and have only received 1 email on June 18th and no follow/up phone calls. I disputed the charge with my credit card company and Blue Nile issue a still black and white photo of low resolution to say that the box had not been tampered with according to *** security. I have not heard from Blue Nile who claims to have an their own security team and are conducting their own investigation. They also concluded without any proof that I have the item to my credit card company who reissued the charge back to me. They have not provided a live video which they claim to have in the email attached showing them unboxing the item and the anti-tamper tape or any tape that should have been placed on the box. They have also not filed an insurance claim. The item was insured and I am not responsible for this theft.

  

  Business Response

  Date: 08/19/2024

  We appreciate the opportunity to address the concerns raised by the customer regarding their experience with **********************.

  We have not issued a refund to the customer because we did not receive the returned item. The customer filed a police report, in which he incorrectly stated that our team mentioned "the box appeared tampered with". This claim is inaccurate.

  The customer also alleged that a *** employee acted suspiciously and locked him out of the store. However, *** has investigated this claim and found it to be untrue. According to ***'s review of the surveillance footage, the customer dropped off the package at 6:53 PM, left the store claiming that he needed his wallet, and returned 16 minutes later at 7:09 PM to finalize the package drop off. Identification nor cost was needed to drop off this package as it was prepaid and prepackaged. The package remained in the store overnight, untouched, until it was collected by the driver the next day.

  Furthermore,real time data shows that we are still working through the chargeback process with ****************** as it is in fact, still open and active. We are hopeful that this matter will be resolved with honesty and complete satisfaction. We hope this clarifies the situation and assures you of our commitment to maintaining transparency and integrity in all our customer interactions.