ComplaintsforDiamond Nexus

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am highly disappointed in this company. I purchased this ring and received it 06/07/24. A few days later I noticed a chip. I sent it back 06/17. Only to get a quote of $115. When I chatted I expressed that those charges are ridiculous for something that falls under a guarantee . The agent simply said they would send it back to me without service. When I called I couldnt reach anyone via phone, and when I finally did, they werent able to understand me. I have purchased several pieces and the last two have been horrible. Aside from that, customer service is even worse! At this point I want my money back. This has been the worst experience. I know it was a clearance item but the fact that they are trying to charge me on a guarantee is insane. That is 1/4 of the price I paid for it, only had it in my possession for 10 days. They want to charge me $65 for replating, that is REQUIRED in order for them to change out the diamond that is under their guarantee. The ring was not even worn for 10 days! I said I would pay for the labor. But they said I had to pay the full $115. Now they are asking me to pay $20 to send it back without any work done.

  

  Business response

  07/03/2024

  Hello *******, 

  There is a lot to unpack here and I do want to clarify the misinformation included in your complaint. Our stone guarantee covers the stone only. It does not include any work to the setting of the piece, any restoration needed to the metal, or shipping. This information is clearly stated in the terms and conditions of our Lifetime Stone Guarantee policy. I've included it below for your review and reference. The $20 fee to receive your jewelry back is to cover the shipping costs. 
  
  Lifetime Stone Guarantee
  We are so confident in our patented technology and heirloom quality of our Nexus Diamond alternative that we guarantee our stones for life! With normal wear and proper care, your Nexus Diamond alternative will not chip, crack or discolor. If there is ever a problem with your Nexus Diamond alternative, well replace the stone for free. Period.
  Sourcing only the finest quality Moissanite comes with its advantages! Rest assured your Moissanite stones will not only last a lifetime, they will also maintain their superior brilliance, fire and sparkle! Should any issue arise with your white or colored Moissanite gemstones, well simply replace them for free. Forever.
  We are proud to offer our customers the highest quality lab grown *********************** on the market! Our lab grown diamonds will perform identically to mined diamonds, and with proper care, will last many lifetimes. To protect your lab diamonds and jewelry from accidental damage and loss, we highly recommend purchasing an Extend Protection Plan (kindly review details in the Extend section below).
  If your stones are in need of repair, you may request a Return Merchandise Authorization for jeweler services through your My Account dashboard.
  Some limitations apply. Our lifetime stone guarantees do not cover, shipping, labor, such as setting the free replacement stone(s) into your jewelry piece or polishing and rhodium plating. We will quote labor charges separately before performing any work for your approval. Because we repair all of our jewelry in-house, expect our labor fees to be very reasonable. Guarantees do not include lost or missing stones or other color gemstones. Of course, were happy to replace a lost or missing stone or color gemstone at a reduced cost for both the stone(s) and labor. Any repair or service performed by a jeweler other than Diamond Nexus voids all stone guarantees. Warranty of jewelry metal and components are covered separately and described in our Free Lifetime Manufacturing Warranty.
  
  In accordance with our policy, we did honor as stated the free stone replacement. You will notice that the $500 fee for the stone was not included in your quote and we did not attempt to charge you for the replacement stone. 
  
  All items shipped from our company go through several quality assurance check points. We always offer refunds on items that we are made aware of upon delivery of any quality assurance issue. Once the item has been delivered and several days have past, any damage that occurs we will certainly offer to repair, however we will not cover the fees if no evidence of manufacturing defect is found. In this case, the damage was caused by a prong that has clearly experienced some form of force against it as it is no longer in it's original position. This would not be manufacture defect but rather wear and tear, which is covered by having the piece properly insured. We will certainly work with your insurance company to process a claim should this be the case. 
  
  We will continue to honor our policies as stated. As the item is not returnable for a refund, we would not offer that resolution in this matter. 

  Customer response

  07/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  As I previously told the company,  I will be more than happy to pay for labor.  I will not pay $65 for replating, when I had the item in my possession for 10 days.  But the company is saying they will not do work or offer replacement stone , that is their stone guarantee.  Honestly, this seems more like an issue with the integrity of their product, which they obviously do not stand by. 
  
  Regards,
  
  ***********************

  

  Business response

  07/03/2024

  Hello *******, 

  In our previous response we noted the stone guarantee and stated repeatedly that we were honoring our stated policy. To continue to say that we are refusing to offer the replacement stone is not accurate. the refinishing is necessary as the prong which was damaged needs metal work done and will require the refinishing of the piece. Surely you did not intend to receive a piece back with solder, tool, and laser marks on it from repairs to the damaged metal. We itemize our receipts so that customers are more informed as to the charges they are being presented. Most jewelers would include the setting and repair as one service/labor fee. It seems that breaking ours out as individual line items has lead to some confusion that it's an option charge. That simply is not the case. 

   

  Customer response

  07/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This would be understandable if this happened months, even years after purchase.  Clearance or not this is still your product. My initial contact wasnt for a refund, but questioning the charges youre asking me to pay on a basically new product.  And now, you are wanting me to pay shipping to return the unrepaired product. I refuse.  You can keep the product and I will have to dispute charges with  my bank.
  
  Regards,
  
  ***********************

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an engagement ring for my now wife in the summer of 2009 from Diamond Nexus. On their website it stated that their stones are laboratory grown diamond alternatives. Fast forward to 3/28/2024 and my wife requested I take her ring to get cleaned and look at having it set in a different band. The jeweler I took it to confirmed that the stone isnt a laboratory grown diamond, but a Cubic Zirconia that was chipped and scratched in a way that a diamond would not. I called Diamond Nexus and they denied that they sell under false pretense and that their website follows FTC guidelines for advertising their stones. I sent the ring in for warranty replacement of the stone because of it not holding up in the same manner as a diamond. Upon receipt of the stone Diamond Nexus is trying to charge me $155 for the repair. They claim that the prongs are thin and need to be replaced I have pictures of the ring showing this isnt the case. They also want to charge to set the new stone. This flies directly in the face of free replacement of the stone. This company misrepresents their product and tricks customers into purchasing inferior products with carefully crafted marketing language that just fits within the legal guidelines provided by the ****

  

  Business response

  04/25/2024

  Hello ***********, 

  We're sorry to hear you are unhappy with the quote you received for the repair work. It is important to note that that lifetime stone guarantee applies to the stone only and not the metal work or labor. You will note on your quote that you have not been charged for the replacement stone. I am also including a picture of the prongs for your review. You can see that there is very minimal metal holding the stone in. It would be incredibly irresponsible of us to replace the stone without repairing the metal work. The structural integrity of the ring is compromised and it would very likely lead to potential loss of the stone and increased repair costs down the road. Surely, you can choose to take that risk and not repair the setting, but we strongly recommend against this. If properly insured, you should not have an out of pocket expense for the metal work or labor. We would recommend discussing with your insurance provider as they are best positioned to answer your questions regarding your coverage. Overall, in reviewing your quote, the actual repair costs should be much higher. As a gesture of goodwill, we offered a pretty substantial discount. We are a bit surprised at this response given the condition of the ring and the visible evidence that previous necessary repairs to maintain the integrity of the ring have not been completed. In line with our policies, warranties, and guarantees we have provided the services stated on our website. For this reason, a refund will not be granted in this matter. If you do not wish to move forward with the repairs, we will need to return your property back to you. 
  
  -Diamond Nexus Customer Care

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a lab created diamond direct from their website in 2012. The stone is completely scratched and does not match the *** report. Took it to a local jeweler to repair and was informed that the stone is cubic zirconium. I have paper and photo documentation Sent it to diamond nexus and all they wanted to do is replace the ** and fix the prongs. I advised the stone was taken to a jeweler with was confirmed to be a **. Diamond nexus did not say anything regarding the *** report, just offered to replace the stone with an ** I asked Diamond Nexus to return the ring and I had to contact them 4 times just to get the ring returned

  

  Business response

  04/25/2024

  Hello *****, 
  
  We do apologize for the misinformation provided to you by your local jeweler. Per your request your ring has been returned back to you. Please be advised that it is important not to take our product description out of context. We have always advertised our Diamond Nexus Alternatives as lab-created diamond simulants, which is the terminology set forth by the ************************* In line with our warranties and guarantees, we provided a quote to you for the repairs necessary to restore the ring. We understand that you declined to move forward with the polices and offerings as we have stated on our website. 

  Should you wish to at any time proceed with your warranty replacement, please do not hesitate to reach out. As there has been no wrong doing or misinformation provided on our end, a refund would not be granted for this matter. 

  -Diamond Nexus Customer Care

  Customer response

  04/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  They clearly avoid the fact that the stone dose not match the *** report on harness, from the photo it is overwhelming scratched and does not represent *** report, plus no *** number on the stone 

  The Same form response is used for the same complaints to avoid the fact the stone is not the same as the *** certificate. 
  

   

  
  Regards,
  
  ***********************************

  

  Business response

  04/26/2024

  Hello *****, 

  Our *** reports are true and accurate. The photo you provided clearly shows the wear and tear of the setting which is what exposes the stone to the type of damage yours experienced. This is true of all gemstones from all jewelers. When the proper maintenance and repairs are not completed in a timely manner, the gemstones are at risk of being compromised. We offer our Lifetime Stone Guarantee as a benefit to our customers. The cost the replacement stone is covered under this policy and was included in your quote. We have honored our stated policy in this matter. The damage caused to the setting is not covered under this policy. 
  
  We will certainly replace the stone within our stated policy as we would for any customer. We will not offer a refund for neglecting to properly insure the jewelry or perform necessary repairs. 

  Customer response

  05/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The biggest part of the complaint is the stone does not match the *** report.  Offering a new stone will not hold them accountable for the correct Stone that matches the *** report.  I have read the same complaint against them and they just use the same excuses or form letter.
  
  Regards,
  
  ***********************************

• Initial Complaint

  03/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed my order with diamond nexus on 1/27/2024. The order confirmation showed an expected delivery date of 2/14/24. On 2/13/24, I received an email stating that they needed a little more time to get the order ready. I emailed customer service on 2/13/24 asking the next steps on getting my order expedited. It took them 3 days to reply. Finally on 2/16/24, they emailed back offering overnight shipping. I sent a follow up email on 2/22/24, and they did not respond until almost a week later, on 2/28/24. They said it should only be another week or less. I told them I need the item no later than 3/11 and asked if they can make it happen. No reply. So, on 3/3/24, I asked them to cancel my order and process a refund. No reply. I sent another message on 3/5/24 requesting cancellation. Still no reply. On 3/6/24 I emailed them saying if they dont cancel the order ASAP I will be filing a dispute with my bank. Again, no reply, so I filed a dispute with my bank on 3/6/24 and provided my bank with all the documentation. As of today, 3/10/24, my order still has not been cancelled and is in processing state. The fact that they have played these games for over a month and continued to miss their deadlines and dont want to give me my money back is just extremely unprofessional.

  

  Business response

  03/18/2024

  Hello ********, 
  
  We're sorry to hear you are unhappy with the service you received. As a chargeback has also been filed, we are not able to offer any further resolution.
  We will need to respond through the chargeback process. 

  Customer response

  03/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This company has been extremely hard to work with. The communication is essentially non existent. After asking for many days to cancel my order, yes, I did submit a dispute with my bank, which I warned that I would be doing if the order wasnt cancelled. Diamond nexus left me no choice. Even though I had requested a cancellation multiple times, you guys finally shipped my order even though I didnt want it anymore. About A week after I filed the dispute, I get an email with the tracking number. Pretty convenient I would say. The email said to let them know if I want them to start the return process, which I said yes. Days later, and I hear nothing. You only shipped the item because I got my bank involved and you think youre okay as long as you shipped it, even though your return policy states I have 30 days for a free return (even though it shouldnt matter as I requested to cancel a week before it was even shipped). When I go to your site, I click the order and click return and it only lets me select options like upgrade or make a change. Then, under resolution, the only options are resize or repair. There are no options for me to begin the return, and customer service wont email me back even though they said they would begin the return paperwork. Bottom line, I need this return taken care of and I believe this poor experience should be public for other customers to be warned and think twice before doing business with a shady company. It really shouldnt be this hard. Ive never dealt with a company that is so difficult to work with. You guys messed up and didnt meet your expected date. Get my return started and move on. 
  
  Regards,
  
  *****************************

  

  Business response

  03/25/2024

  Hello, 
  
  Our intent was not to deceive you in any way. In fact, we intended to ship the item and continue to process the refund request allowing you to keep the item free of charge as a courtesy for the inconvenience. Unfortunately, due to the chargeback, we are not able to go that route any longer. Again, as a chargeback has been filed, there is not further action we are able to take at this time. 

   

   

• Initial Complaint

  02/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I sent in my brand new engagement ring (that I got on Christmas Day) to get resized on 12/27/2023. The order number is #*********** I was told it would be a 3 week turnaround, which is standard so I sent it in. That was then turned into an 8 week turnaround with a delivery date of 2/21/2024. I just got an email that said it will be LONGER now, and that there is no update as to when my ring will be shipped back to me. This is highly concerning, considering this is a piece of jewelry that was very expensive.Im extremely upset as I never would have sent the ring back in the first place had I known Itd be this long. I understand these things take time, but I never should have been given that 3 week estimate if it was going to be this long.We went with Diamond Nexus because of the high level of customer service that was advertised, but now we are left with an extremely unfortunate taste in our mouth because of this whole experience. I am hoping to speak to someone that can hopefully expedite this process as we will be traveling soon and will not be home to receive packages.

  

  Business response

  02/21/2024

  Hello, 

   

  We're sorry to hear you are upset with the turn around time. Upon inspection of the ring, we noticed a quality assurance issue with the gemstone and processed a replacement order. This information was presented to you at the time of inspect in your order details. While your initial request for service may have been a three week lead time, replacing the gemstone takes a bit longer. We special cut a brand new stone specifically to fit your setting. We made every attempt to go above and beyond to return to you a top quality piece. We do apologize if this is not what you were anticipating. Quality is our top priority and unfortunately with hand crafted items, delays can occur. Our lab is still working to finish your gemstone. If you do not with for the stone to be replaced, we will simply send the lesser quality product back to you. Please advise. 

   

   

  Customer response

  02/21/2024

  I appreciate that someone from Diamond Nexus called to explain this to ** yesterday, but wish that this was explained to us sooner.  Thank you for taking the time to respond, I look forward to receiving my ring back with the replacement stone youve ordered. Thank you. 

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have placed a $2k order that is scheduled to be delivered on 02.13.2024. I noticed that is still in processing and to my fear not arrive on time for my wife. I have called several times and been disconnected each time. I have called the customer service rep ***** back and she has yet to return my call. I want my product immediately.

  

  Business response

  02/17/2024

  Hello *******, 

   

  We reviewed your account and it appears that you were provided an upgraded product, as well as upgraded shipping. The packaged arrived as scheduled according to *** tracking. Unless there is a further repair issue as noted in your complaint that we are unaware of, we will consider this matter resolved. 

  Please reach out if you need any further assistance. 

  Customer response

  02/17/2024

  [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.]
  
  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. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a lab created diamond direct from their website in 2013. Lost a channel diamond within 2 years and warranty didnt cover. Took it to a local jeweler to repair and was informed that all stones are cubic zirconium.

  

  Business response

  02/17/2024

  Hello *******, 

   

  We apologize for any confusion, however, in your complaint our product description was taken out of context. In 2013 we only offered lab-created diamond simulants and our site stated as such. We still refer to our Diamond Nexus Alternative Gemstones as lab-created diamond simulants as this terminology is regulated by the *** and we are not able to deviate from this. Our ************** Guarantee does not cover missing stones, or metalword which is why you would have experienced a fee. For those repairs, your third party insurance company would cover the expenses if properly insured. If you are in need of repair service, we are happy to help. 

   

   

• Initial Complaint

  01/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a pair of earrings that were due to arrive on January 19, ****. I received an email from the company stating it will not be shipped and they have no projected shipping date. I have sent them three separate emails asking for a refund without a response. It has been 10 days since the product was due with zero updates about expected shipment date. They have taken my money and I have no product.

  

  Business response

  02/06/2024

  Hello ********, 

  We're sorry to hear you are unhappy with the service you received. All of our pieces are made to order. We perform several quality assurance checks throughout the process and when issues arise we will stop production and recreate the piece instead of delivering a poor quality product just to meet a date. Our order has been refunded per your request. 

• Initial Complaint

  01/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a ring for $5799.00 on 12/17/23 which was cancelled on 12/19/23 and I received confirmation a refund would be issued. On 12/29/23 I inquired and was advised it would be "soon". On 1/3/24 and 1/4/24 I asked for escalation and never received a response.

  

  Business response

  01/05/2024

  Hello *******, 

  We attempted to contact you yesterday regarding your refund. We were not able to reach you. We apologize you felt the need to file a BBB complaint vs. answering or returning our call. 

  The refund has been processed, as we communicated to you yesterday and we consider this matter to be closed. 

   

   

  Customer response

  01/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I accept the resolution, but it is inaccurate they called me about the issue or that they left a message. The ONLY call I received yesterdsy was a ************* representative attempting to sell me more jewelry. I consider this closed.
  
  Regards,
  
  ***********************

• Initial Complaint

  12/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a ring with a lab diamond. Within 6 months the diamond broke in half. When I contacted the company I was informed the stone was under warranty. I sent the ring back two months ago for repair, and have since paid the repair bill. Since *** paid the bill I have been told every single excuse to not send me my ring back, excuse after excuse as to why I dont have it back. *** tried contacting anyone in charge several times but cannot get a response from anyone who is actually in charge. I have no ring, Ive paid twice for it now; and Ive been told its going to be shipped every day for the last two weeks. I want my ring back with a refund of the repair.

  

  Business response

  12/30/2023

  Hello *******, 
  
  We're sorry to hear that you are upset about the service you have received. We see your repair order was paid for on the 28th of November which issued an anticipated shipping date of Dec. 19th. We communicated on several occasions that our jewelers were running a bit behind schedule due to the increased holiday volume and need more time to complete the repair. 
  
  Upon receiving numerous threats and inappropriate language towards our staff, your order was completed ahead of other waiting customers and shipped out to you on Dec. 26th. 
  
  We consider this matter resolved and wish you a Happy New Year. 
  
  

*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. ↩