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:03/04/2025

  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.

  I purchased an engagement ring from this company in 2022. I recently sent my ring in for cleaning and regular maintenance. This service was called a spa day. This was guaranteed to be covered. When I received an email about my ring, the company sent me an invoice wanting to charge me $710. They claimed my ring was in terrible shape and needed a full restoration. This was not the case and my ring was just fine. It did not need these repairs. The company is trying to make money off of people claiming their jewelry needs work when it doesnt. I did not pay for these repairs, however, my ring was not sent to them in poor condition. My ring was in good condition prior to sending it to the company.

  

  Business Response

  Date: 03/11/2025

  Hello ****, 

  All jewelry requires regular maintenance. When we receive rings for repair we do a thorough inspection of the piece and provide an invoice for any necessary maintenance to ensure the setting is secure and holding the stones properly. Several of the prongs on your settings are worn down. This exposes the stones and increases the risk of lost stones. You certainly do not need to proceed with the repairs if you do not agree with our assessment, however you must be aware of the risks. Your setting has diamond accents and the repair costs to replace lost stones are significantly higher than simply keeping up with the maintenance to avoid it.

  A billing adjustment would not be provided in this case. The warranties provided with your purchase were honored and included in your invoice. Your request to return the product back to you has been processed and we consider this matter resolved.

  Customer Answer

  Date: 03/11/2025

  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.
  
  [Thank you for your response, however, I do not feel that your description of my ring is at all accurate and I also did not ask to replace any stones in my ring.  Simple tightening of the prongs does not add up to a cost of over $700.  After receiving the overpriced invoice, I requested that my ring be tightened and have a rhodium dip, and I was still not offered what was asked.  I feel that, quite simply, your company chooses to overcharge customers.  I am completely unsatisfied and disappointed and you showed no signs of trying to work with me at all.  

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

  

  Business Response

  Date: 03/11/2025

  We are sorry you feel that way ****. With the condition of the ring we aren't comfortable performing any repairs on the piece without being fully prepared to repair the entire ring. The setting is extremely compromised and damaged. Your insurance would be best positioned to answer any further questions regarding repairs. 

  If the ring is not properly insured, and the proper repairs to the metal have not been maintained, I'm afraid we are limited in the services we are able to comfortably perform without repair fees applied. 

  I would recommend you seek estimates and inspections from other jewelers so that you can be best prepared to care for your setting going forward. You are at risk of loosing stones very quickly. While we understand you do not wish to work with us on the repair, the maintenance is still required to your ring to ensure it's structural integrity. 

  Customer Answer

  Date: 03/12/2025

  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.
  
  My ring has not been structurally compromised in any way.  It was sent to you in good condition and my stones do not need to be replaced.  I love my stones and would not want them replaced.  Once again, I had asked only for my ring to be rhodium-dipped and to have all prongs tightened.  This was my original and only request.  Once your company received my ring, I was sent an I voice for a complete restoration.  This was not what I asked for or wanted.  Tour company refused to acknowledge my simple request and also attempted to obtain over $700 from me to repair my ring.  You did not try to work with me or make any attempts to satisfy my original request. Then, your company went a step further and charged me to have the ring returned.  I feel your company is not reputable and I am very disappointed.  
  
  Regards,
  
  **** *******

  

  Business Response

  Date: 03/12/2025

  We are sorry you feel that way. There isn't anything further can we do to resolve the matter as our jewelers are not going to jeopardize working on a piece they do not believe to be structurally sound. Especially a personal piece that we are not able to recreate. We understand you do not feel the same way. We can only hope that your next jeweler takes as much care and consideration for the piece as we have. 

  Customer Answer

  Date: 03/12/2025

  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 

  Your company has not take any care or concern at all in regards to this situation.  This is why I have filed a complaint against you with the Better Business Bureau.  There are several other complaints against your company and I now see why.  You have not ONCE tried to make me happy or satisfy my customer needs, even though you had several opportunities to do so.  I can only hope that there is no one else that falls for your scams.  

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

• Initial Complaint

  Date:02/26/2025

  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.

  My husband purchased an engagement ring in 2020 and in 2025 the center diamond cracked. I don't believe the quality is correct to call it diamond alternative if it cracked. Supposed to be the strongest rock and even advertised as such. They have lawsuits in regards to using cubic zirconium instead of quality products and I believe mine is one of those cubic zirconium stones. I do have a certificate of authenticity and per their website there is nothing they can do but charge more money for possibly another cheap stone setting. Can someone please help

  

  Business Response

  Date: 03/04/2025

  Hello,

  We would need more information to be able to assist with your request. If you can provide the order number, name, email, or address the purchase was completed with we are happy to review. Our Diamond Nexus Alternative is a corundum based stone and advertised appropriately as a diamond simulant per the ************************* recommend terminology that all jewelers must now follow. We have not falsely advertised our Diamond Alternatives to be as hard as natural or lab-gown diamonds. Any gemstone when put under enough pressure can crack, even natural and man-made diamonds. This is usually a result of force form accidental damage and is generally covered by most insurance companies. 
  
  If you would like to proceed with a repair of the ring, please provided the necessary information and we would be happy to assist. 

   

   

• Initial Complaint

  Date:01/17/2025

  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 purchased a wedding set in 2018 with the "diamond Nexus alternative diamonds". They were advertised on their website as "We stand behind every Nexus Diamond alternative and Nexus Color Stone with our Forever Guarantee, which states that your stone will never discolor, scratch or crack." I am now on my 3rd warranty exchange to get the stones replaced because they are all scratched up. I also purchased this during the time they offered the Lifetime ********** which should still apply to my purchase, but it doesn't. I submitted my third warranty repair and asked what the cost would be for replacing the stones or doing a trade up. They do not honor the **Trade-*** and offered a very measly "discount" on a new set of my same rings with actual Lab Grown diamonds. This is not acceptable to me. I want to not have to worry about my ring scratching on everything and having to constantly pay warranty repair costs. I love my setting, but considering purchasing from another company who can honor their promises. **From their website when I purchased my set: "Lifetime trade-*** At any time, you can upgrade your Diamond Nexus jewelry, as long as your trade-up exceeds the original purchase price by 50%. So, if you purchased an item for $1,000, you may trade it up for a piece that is $1,500 or greater.Upgrades must be full price; sales prices are excluded. Trade-in items must be in original condition. Items may be bundled and used in the same upgrade.If you decide to trade up from a Nexus Diamond to a True Grown Diamond, you will be credited the full price of the Nexus Diamond toward the ************* up purchases are excluded from the return policy. Upgrades may be exchanged; please see our exchange policy for details."

  

  Business Response

  Date: 01/21/2025

  Hello *******, 

  We're sorry to hear you declined the discount on a new set. The trade up option you mentioned is more expensive than if you had bought the items with the discount provided. This is the reason why the program was retired. However, if you wish to proceed that way we will certainly honor it. That said, please note that the prices you currently see on our website are not applicable to the trade up policy. Our customer care team will need to price it out for you as the cost to facilitate the trade up program was removed from our current price structure.

  Regarding your current ring, the damage to the stones is actually due to the way the ring is being worn. The prongs on your stone are worn down on one side of the ring. We will fix that as we have in the past, but sending your ring in more frequently for routine maintenance would be recommended. If you are considering a different set, we'd recommend selecting a style that the stone sits a bit lower in, or has a bit more metal. If the setting is compromised there is a risk of damage to the stone as with any gemstone, even diamonds.  

  Please let us know how you wish to move forward. 

  Customer Answer

  Date: 01/22/2025

  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 am quite confused on their reply. I did not decline the discount they offered, instead I came here to try and get them to honor their "Lifetime ********** policy that was in place when I purchased my ring set in 2018. I can see they are not budging on that. As to the comment about wearing the ring wrong, other than wearing it on my ring finger, and taking off at night, when I clean or do manual chores, I'm not quite sure how else I should be wearing it to avoid scratching the stones?? The warranty invoice I received mentions nothing about damaged prongs, either. I don't feel like they have given an acceptable resolution and tried placing blame me as the customer with the damaged set being a user issue and not an issue with their product.  
  
  Regards,
  
  ******* **********

  

  Business Response

  Date: 01/23/2025

  Hello *******, 

  We are a bit unsure how to move forward here. We provided you a quote to repair the ring as it was sent in for service. We did not charge you to retip the center prongs on the worn side. However, if an itemized invoice is what you are requesting then we will certainly adjust the invoice, document the prong repair, and include that charge. Regarding the wear on the ring, We did not say it was being "worn wrong" only that it was the way it was being worn. It's showing evidence that one side of the ring is rubbed against surfaces more than the other side. All rings will experience wear and tear. We provided our recommendation as to the frequency of the maintenance that is required of all jewelry regardless of manufacturer. 
  
  Regarding the trade up, as mentioned in our original response, if the policy available at the time of your purchase is what you are requesting we honor then of course we will do so. We will not combine an outdated policy with todays policies and pricing. Again, this will end up costing you more money in the end, but per your request we have agreed to do so. It would not be our recommendation to handle the matter in that way as financially it just doesn't make sense. 

  To date, we have provided a discounted repair invoice, we have provided a discount on our current product offerings for a new set, and agreed to honor the trade up policy in place at the time of purchase under our trade up program price structure. 
  We will not agree to process our old trade up program under todays discounted price policies. 
  
  Please let us know how you would like to proceed. 

• Initial Complaint

  Date:01/06/2025

  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.

  Purchased this bracelet in August, it was supposed to be delivered on 8/21/24. It never came, after many excused the bracelet arrived in the end of October. I wore this 2 times and on the second time the cheaply made prongs broke and the bracelet was unbearable. while is was 3 days of the 30 day return policy I asked for an exception and a full refund and have been given the run around now for 40 days. I believe that they have blocked my number, as my calls will not go through. I was given the option to pay for a repair or get a store credit. I am demanding a full refund, this is not the material or quality I paid for or advertised on their website. Please help, this company is not treating people fairly.

  

  Business Response

  Date: 01/10/2025

  Hello *****, 

  We received the bracelet back with a damaged clasp and and a broken link. These damages were not deemed to be manufacturing defects. As a courtesy for the original delay in delivery of your order we have offered a one time courtesy repair. We supplied an invoice for the return shipping charges only. Damages to the metal are not covered under our warranties and guarantees. Your insurance provider would be best positioned to answer your questions regarding replacement options and future repair coverages. 

  Customer Answer

  Date: 01/10/2025

  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.
  
  [Please type your response here.]
  This response is false and does address my concerns.  This company is very difficult to deal with and anyone should be cautioned in purchasing anything from them.  I have called 3 times this week and ask for help.  They always state someone will calm me back, never happens.  Just excuses.  I want a refund.  No clue what they are even talking back regarding insurance, are they serious? This piece was worn 2 times   Broken the 2 times, pure junk, it was, 3 days over the 30 days return period when I got them on the phone, not surprising as they never answer and do not respond to online chats. And their reply, they have not addressed my concerns, my demand for a refund, and have not contacted me this week. I want a full refund.  

  Regards,
  
  ***** ****

  

  Business Response

  Date: 01/21/2025

  Hello *****, 

  As mentioned, the damage is not deemed to be manufacture defect and so a refund would not be offered. We have provided two quotes, one to repair the bracelet and one for just the shipping fee to send it back to you if you do not wish to move forward with the repair. 

  Please let us know how you would like to proceed. 

  Customer Answer

  Date: 01/29/2025

  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.
  
  Hello, You have not handled this situation and you know it. I have asked you to call me over 15 times and nothing. You can post lies on here, but it is sad that a a company would chose to argue and lie rather than just helping the client. You would be better off just facing the issues than posting mistruths and continuing to get more complaints. I have reported your actions to every finance company you use, as they should know you choose not to speak to customers or handle things. 

  I want a full refund, there is no other option. Do the right thing, it's a no brainer. 
  
  Regards,
  
  ***** ****

• Initial Complaint

  Date:12/30/2024

  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.

  I, like many it seems, fell victim to Diamond Nexus' bait-and-switch. It was my understanding and expectation (and my fiance's who looked at rings on their website with me) that the stones in the diamond engagement ring (and wedding band) I ordered in 2021 were to be lab grown diamonds. It was several weeks ago while testing out my new microscope that I discovered the stones were most certainly NOT lab grown diamonds. With significant surface scuffs apparent under magnification, I had my suspicions confirmed by a local jeweler. When I contacted Diamond Nexus customer service, I was told lab grown *********************** weren't even an option in 2021 and I had ordered a "diamond alternative." DO NOT under ANY CIRCUMSTANCES buy their claim that they did not offer lab grown diamonds until 2023 (or that lab grown diamonds were only offered by their sister company). The following article from 2014 is ENTIRELY ABOUT DIAMOND NEXUS' LAB GROWN DIAMONDS. No other companies and no other products besides lab grown diamonds are mentioned in the article. It includes direct links to ************************** to purchase rings featuring their lab grown diamonds and an email address for a contact @**************************. ************************************************************************************************************************************************************************ No orders prior to 2023 can be pulled up through their website and can only be accessed by requesting the information from customer service. The ****** ring I purchased is no longer available. I found the Hidden Halo to be the closest current match. Matching the 1.5 ct center stone size, pricing for their LAB GROWN DIAMOND version of this ring is NEARLY IDENTICAL to what I paid (Hiddden Halo is $60 more, but also 0.17 more total ct weight), where as the "diamond alternative" is half what I paid. I still have all the original boxes and packaging and the little "Lab Grown Diamonds" metal card insert with details on how they make them.

  

  Business Response

  Date: 01/07/2025

  Hello ****, 

  I'm sorry to hear that you are unhappy with your purchase. If you would like to upgrade your stone to a lab-grown option, our customer care team would be happy to assist. While lab-grown was not advertised on our website at the time of your purchase it was available through our sister company 12FIFTEEN Diamonds. Prior to 2022, Our lab-grown options were only available by request through our Diamond Nexus Store for custom designs. Your certificate of authenticity you mentioned receiving is for our Diamond Nexus Alternative gemstone which is a simulant, as stated on our website at the time of your purchase. While we would not offer a refund or exchange in this matter, our customer care team is always available to assist our loyal customers with discounts on upgrades. 

  If you would like to purchase one of the lab-grown diamond options that we now offer, you can do so by calling **************. 

• Initial Complaint

  Date:11/29/2024

  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.

  Formal Complaint Against Diamond Nexus To Whom It May Concern,I am writing to formally lodge a complaint against Diamond Nexus regarding their substandard customer service, failure to honor warranty and service policies, and unethical business practices.1.Faulty Semi-Eternity Ring:I purchased a semi-eternity ring from Diamond Nexus, and within the first 30 days of ownership, the stones began falling out. This was a clear defect. While the company initially repaired the ring free of charge, the issue occurred again. When I sent the ring in for a second repair, Diamond Nexus failed to inform me that they would charge for the repair until after the ring was already in their possession. I was left with no choice but to pay in order to retrieve my ring.Given that this issue occurred within the warranty period, this was a clear violation of their warranty policy. I disputed the charge with my credit card company, and the dispute investigation found Diamond Nexus liable for their actions.2.Engagement Ring Resize Issue:Separately, I purchased an engagement ring from Diamond Nexus, which, according to their policy, is entitled to one free resizing within the first year. When I attempted to utilize this service, Diamond Nexus refused to honor the resize, citing the previous dispute regarding the semi-eternity ring. This is unacceptable, as the resizing is a separate issue covered under the terms of their warranty.Furthermore, they are now withholding my $1,200 engagement ring, effectively holding it hostage unless I waive my rights and accept their unreasonable demands.Resolution Requested:I am requesting that Diamond Nexus:1.Honor their warranty policy and perform the resizing of my engagement ring at no cost as promised.2.Cease any retaliatory practices tied to the legitimate credit card dispute over the semi-eternity ring repair.3.Acknowledge and address their failure to follow warranty terms in the initial matter.

  

  Business Response

  Date: 12/05/2024

  Hello ******, 

  It is important to note that your complaint has several false statements included within the context. The ring which was returned to us for repair was returned damaged. This was explained in detail after inspection and during both instances when it was here for repair. We also never inform our customers that any repairs will be completed free of charge prior to an inspection being completed. The repairs were completed and the chargeback was filed after it was returned to you in like new condition. The chargeback was filed with false statements regarding the condition of the ring and how it came to be that way. We believe the charges which were paid were never intended on your part to be paid in good faith based on your complaints we received. The chargeback was filed immediately upon the ring being returned to your possession. Your continual statements that you would not be properly insuring your jewelry against further damage, and would continue to hold us responsible for any and all damage that may occur to the ring regardless of cause is quite concerning. 

  As we have not been properly compensated for the services which were provided we will not preform or continue any further business regarding your account. When the account is paid in full for services rendered we will reinstate your warranty and guarantee policies. As previously mentioned, the courtesy to remake the piece or allow you to select a different setting better suited to your lifestyle will only be provided when you provide proof of proper insurance against all damages that are not covered by our stated warranties and guarantees. We will not provide any further resolution towards the refund you requested in this complaint. 
  
  We have been very fair in this matter. We have offered recommendations regard ring designs, we have provided a courtesy repair, we have provided an additional repair which we have not been paid for due to the chargeback, we have offered a courtesy remake with proof of proper insurance, which you declined to take any responsibility for. 

• Initial Complaint

  Date:11/23/2024

  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 purchase a diamond Nexus engagement ring for me 7 years ago. At first the ring was beautiful, then shortly after the shine wore off. I sent it in to get cleaned but even with the service the stone was still not to the standards of spend 2k. I am a mom of a 4 year old that works from home full time and has no social life with mean we are always home. The ring is rarely worn. I wore it out one day a few weekends ago where I noticed i kept feeling something sharp on the stone. When i took a closer look I noticed and entire church was chipped off the center stone in which i know i never hit the ring anywhere with my finger. The stones are not to the standards they describe and are of very low quality. I sent the ring in for repair and received a bill of $575.00 inwhich they have a life time guarantee on their jewelry. I am livid and refuse to pay this. I would like my repair done for the deductible that they promise.

  

  Business Response

  Date: 11/25/2024

  Hello *****, 

  I'm including our Lifetime Stone Guarantee below. I think you may be misunderstanding our stone guarantee for coverage of your setting. The setting is showing heavy signs of wear and the majority of the prongs have been worn off on the profile sides of the ring. This type of damage would be something that you need to discuss with your insurance provider. If the ring is not properly insured then you would be responsible for those charges. To be very clear, the proper maintenance on your setting has not been kept up as required by the policy. However, you were not charged for the replacement center stone, and were only the labor and materials related to the setting. We have honored our policy as stated and provided an invoice as appropriate.  

  
  Lifetime Stone Guarantee
  We proudly guarantee the quality of our Diamond Nexus alternatives and Moissanite stones for life. With regular care, theyll retain their sparkle, fire, and brillianceno chipping, cracking, or discoloration. If theres ever an issue, well replace them at no cost to you.
  
  Stone Coverage: Our guarantee covers the Diamond Nexus alternatives and Moissanite stones only.
  
  Some limitations apply and are not covered under our lifetime stone guarantee:
  Shipping or Labor costs.
  Setting replacement, polishing, or rhodium plating.
  Lost or missing Diamond Nexus alternatives and Moissanite stones are not covered under warranty; however, replacement options are available.
  Services performed by other jewelers will void our lifetime stone guarantee.
  
  **While our Lab Grown Diamonds are not included in the Lifetime Stone Guarantee, we take pride in offering our customers the highest quality lab-grown *********************** available. These diamonds perform just like mined diamonds and, with proper care, can last for generations.

  Customer Answer

  Date: 11/25/2024

  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 

  there should not be signs of this kind of damage all along the ring if it was made properly and I do not see this kind of damage regardless.  The quality of your rings are horrible for what we pay for.  They are overly priced and Not worth the cost at all, considering how the quality is.   I've sent the ring in to get cleaned a few times, but like I mentioned before I barely wear the ring so I wouldn't need to send it in for a regular maintenance if there was no damage to the ring prior. 

  
  Regards,
  
  ***** Mirko

• Initial Complaint

  Date:10/18/2024

  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.

  STAY AWAY!I purchased the Montreal ********************** ring from this company in 2022. It has a 2.17ct ******* cut center stone. Within one month, one of the facets was chipped. I sent it back to get fixed and I had to pay $150, even though Diamond Nexus lied about the guarantee that said "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." It has now been 2 years and the stone they replaced it with has many chips on the facets. I took it to a jeweler and they said it was basically a CZ and has no value.I have since replaced the stone with a lab-created diamond that has not chipped and actually is of value. I DO NOT recommend this company at all and if there was a class action lawsuit over false claims/ misrepresentation of their product, I would join it.

  

  Business Response

  Date: 10/21/2024

  Hello ****, 

  We're sorry to hear that you had this experience. We would have been more than happy to review your concerns and honor our guarantees if there was an issue with the stone. Often times, the setting is the cause of the issue and not stone itself. If the lab-grown diamond was set by another jeweler, there wouldn't be any further resolution we are able to provide. 

• Initial Complaint

  Date:10/17/2024

  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 engagement ring was purchased from Nexus Diamond. It is supposed to be a lab created diamond. I noticed recently that it was all scratched. I took it to a jeweler only to find out that it is not a lab diamond but a cubic zirconia. We got scammed.

  

  Business Response

  Date: 10/18/2024

  Hello *********, 

  We need a bit more information to verify the item that was purchased. Could you please provide the order number or name of the person who purchased the piece. 

  In the meantime, you can read more about our stone offerings on our website. *************************************************

  Please not that we did not offer Lab-Grown Diamonds (synthetic on our site until January of 2022. 

  If you need further assistance please let us know. 

• Initial Complaint

  Date:10/14/2024

  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 had ordered a ring from Diamond Nexus in 2020, and the paper documents and internet documents at that time had shown that the trade-up policy for Diamond Nexus was such that there is a lifetime trade-up policy and that there can be full credit applied for the Diamond Nexus simulant towards a lab grown diamond. You can see the attached images of the trade-up policy that was shipped alongside my ring in 2020. Additionally, you can see images of similar resolutions reached by Diamond Nexus / Better Business Bureau on this same topic. Now, when I am trying to get them to honor their policy, they have refused to allow me any credit and says their trade-up policy excludes lab grown diamonds. They then claim to send me screenshots purportedly from November ********************** and they are trying to scam and fraudulently prevent me from validly exchanging their synthetic Diamond Nexus alternative for a lab grown diamond. I am happy to provide scans of the paper document that proves the trade up policy of the time, which they have now deleted and removed from their internet. I understand for future purchases and recent purchases they have removed the trade-up policy, but that was not the case when I had made this purchase. Per the policy, it was written "At any time, you may upgrade your Diamond Nexus jewelry by trading it in for full credit towards the purchase of a new piece that exceeds the original purchase price by 50%. If you decide to trade up your Nexus Diamond alternative to a lab grown diamond, you will be credited the full price of the Nexus Diamond Alternative towards your upgrade." I am trying to apply the $1870 I paid towards a new ring with a lab grown diamond of $3,275, and they are refusing to honor and give me this $1870 credit for the new ring. I have already shipped them this ring and they possess it.

  

  Business Response

  Date: 10/15/2024

  Hello *****, 

   

  To date we have not refused to honor any of the published policies from the date of your purchase. There are quite a few untruths in your complaint. What we have stated is that we will only honor one policy as it was stated. You have requested to blend several policies into one offering and that is not what was agreed upon at the time of your purchase. Even your request for resolution contradicts the information you provided in your complaint for the Trade Up policy you are requesting we honor. Please pick one policy that was published at the time of your purchase and we will honor it as it was agreed upon. Requests to blend policies, additional courtesies, and discounts beyond the stated policy will not be honored. We look forward to finding a resolution to this matter. 

  Customer Answer

  Date: 10/15/2024

  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 would like Diamond Nexus to please detail what the credit amount I would be receiving to exchange the stone in the ring that I had returned, and that is in their possession,  towards the amount that I would like to pay for a 3 carat oval-shaped lab grown diamond ring, for which the whole ring currently costs $3,275.  I would like to say that the level of communication from Diamond Nexus has been of the highest degree of unprofessionalism in which they have purposefully and neglectfully failed to mention that there were two policies, until I sent them the snapshot of the policy. And that further to this, they sent a snapshot contradicting and wholly different from the policy enclosed in shipment that had arrived in 2020.  I am do not have confidence in their truthfulness, responsiveness, or transparency, and I request BBB to help obtain this information, which are the exact amounts that I would be receiving in credit for exchanging the simulant Diamond Nexus Alternative stone for a lab grown diamond stone. Further to this, please request them to provide information for how this exchange can be done, the timeline, all associated costs, and all possible options/costs associated with this exchange, as they have purposefully and willfully neglected to provide any of this when asked. Diamond Nexus, please provide all details and information around this exchange request immediately and transparently without further fraudulent language and withholding of information. 

  
  Regards,
  
  ***** So

  

  Business Response

  Date: 10/15/2024

  Hello *****, 

   

  You would receive a credit of $1050 towards a lab-grown diamond stone upgrade only totaling a minimum value of $1575 or more. Per the Trade Up policy, the credit can only be applied to a lab-grown diamond upgrade and can not be applied to a new setting. Your current stone is an Emerald **** and measures 10.01x7.03x4.62mm. The lab-grown upgrade will need to be of the same cut and measurements. The retail value of a lab-grown diamond that meets the characteristics of your Diamond Nexus Alternative by most of our competitors is about $12000. We will process the exchange at a value of $2500, for a stone that is F/G, VS1/VS2, less your discount, your out of pocket expense will be $1450 which is a more than fair price. Should you wish to replace the stone with the same characteristics of your current stone (D/IF), the price will be calculated on fair market value of $12,000, less your $1050 discount for a total out of pocket of $10,950.

  If you wish to proceed please let us know and we will prepare an invoice today. 

  Customer Answer

  Date: 10/17/2024

  [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. 

  I wish to communicate to Diamond Nexus that I would like the ring returned back to me at my address that I will provide to them through email.
  
  Regards,
  
  ***** So

  
  

  

  Business Response

  Date: 10/17/2024

  Hello *****, 

   

  Your ring will be shipped back to you today via *** ground. Tracking will be sent via email.