ComplaintsforDiamond Nexus

• 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. 
  
  

• Initial Complaint

  11/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a diamond nexus customer since 2015 with an original purchase of a Cinderella Staircase. I UPGRADED through their program to the ****** Engagement ring in 2020 and had no issues. In 2022 I sent the ring back to be resized. Immediately (less than 18 days) upon receiving the ring back from being worked on, a diamond fell out. I sent the ring back for warranty and they tried to charge me for the stone replacement and the labor to which I had to fight to get the charges removed. Why should I be replacing a stone falling out after you JUST worked on it and sent it back? Now 2023 I have a large chunk MISSING from my 2ct center stone. I called ahead of time to VERIFY their warranty and that I WILL NOT be charged for this warranty service after the nonsense I went through last time. Their service is 100% misleading and false. The guarantee does not state that you will be FORCED to pay for a REMOUNT and REFINISH fee that is NON-NEGOTIABLE. They ONLY cover their STONES. Diamond Nexus is again trying to CHARGE me to replace, set, and refinish this ring. This is the second time I have had to send this ring back for a QUALITY problem and they are trying to CHARGE me to FIX it despite having a LIFETIME GUARATNEE. I have explained several times to "*****" that this is completely and utterly unacceptable. Why should I continue to give this company money to fix something that has barely held up 3 years.I want all of these charges removed immediately, fix and return my ring.

  

  Business response

  11/29/2023

  Hello *******, 

  We're sorry to hear you are unhappy with the ring. The damages caused to the ring in both instances were not the result of a manufacture defect. Our ************** Guarantee covers stones only, it does not cover the setting. The damage to the stone is beyond what we would typically see as a manufacture defect but in a gesture of good faith we honored our stone warranty on your quote. We do not cover the repair fees for wear and tear, or physical damage to a piece. Those fees should be covered by your insurance provider. 

  In the first instance, the fees were removed as a one time customer courtesy because of your threats of leaving negative reviews and failure to properly insure your ring. 

  Regardless of our generosity in the past, we unfortunately find ourselves in the same situation. We will not continue to cover damages beyond our stated guarantees. If you have obtained insurance since your last repair, we recommend contacting them for next steps regarding the balance due to repair the damage caused to the piece. If you have not properly insured the piece, we are happy to perform the *********** the quote has been paid in full. 

  Please let us know how you would like to proceed. 

  Customer response

  11/29/2023

  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.]

  Hello,

  
  I appreciate your prompt response, but I must express my dissatisfaction with the information provided. Regrettably, your statement appears to contain inconsistencies and partial truths that I find concerning.

  
  Upon receiving my resized ring from your company, a stone dislodged within a mere three weeks, a matter I promptly brought to your attention. This required the ring to be repaired. I seek clarification on how this incident does not fall under the purview of your warranties, particularly when your representatives have explained that rings are refinished and dispatched to ensure your company stands behind its products. The removal of charges to address this issue should not be misconstrued as a courtesy extended to me; rather, it should be a fundamental part of standing by the quality of your craftsmanship.

  
  As a loyal customer of DxN for nearly a decade, I deemed additional insurance unnecessary on top of the lifetime guarantee promised. It is disheartening to invest close to $3,000 in an engagement ring, only to witness its integrity compromised within two years. I believe my loyalty should be met with products that withstand the test of time.

  
  I did, indeed, express my intent to revise my reviews of DxN based on the treatment I received. However, let us be clear that this is a rightful expression of my consumer prerogative, not an act of retaliation. As a loyal customer, I expected better, and my disappointment stems from a legitimate concern for the quality and longevity of the product I invested in.

  
  In seeking resolution, I propose a return to the initial state of the ring I ordered in perfect condition. I am open to either a replacement or a remake, even if it entails covering the associated fees. My primary concern, however, is the lack of confidence I now have in the ring's durability. Rectifying the current issue will serve little purpose if the same problems persist. I refuse to continue to send this ring for repair.

  
  I anticipate a fair and just resolution to this matter, one that befits a company with a reputation as esteemed as DxN.
  
  
  Regards,
  
  *****************************

  

  Business response

  11/30/2023

  Hello *******, 

   

  We appreciate your response. As there are no signs of manufacture defect to the setting, we are not able to suggest that this will resolve your concerns. An insurance claim would need to be filed, or a new purchase completed for a complete remake of the ring. 

  We are happy to offer a discounted price on a replacement, if you do not have proper insurance coverage.  

   

  Customer response

  11/30/2023

  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.]

  Thank you for your continued attention to this matter.

  
  However, I must express my disappointment as it seems the proposed solutions do not directly address the concerns I've raised in our prior communications. The suggestions provided do not align with what I believe to be a reasonable resolution to the issues with the ring.

  
  To clarify, I am willing to proceed with the payment of the refinishing fee. However, I find it crucial that we include a notation in our agreement explicitly stating that any future instances of stone chips or damage to this ring not considered normal wear and tear in an unreasonable amount of time, will necessitate an immediate ring replacement without further inquiry or financial obligation on my part. This precautionary measure is imperative to ensure the longevity and quality of the ring, considering the previous unnecessary rework.

  
  I fully understand and acknowledge that any warranty obligations pertaining to the new ring stand in full, and this proposed notation is not intended to alter those existing terms.

  
  I trust that this clarification underscores the importance of the proposed resolution. I look forward to your understanding of these concerns and a revised solution that aligns with the issues at hand.

  
  Thank you for your attention to this matter.
  
  Regards,
  
  *****************************

  

  Business response

  12/04/2023

  Hello *******, 

  I'm sorry, it seems we are not at an understanding. The ring has been inspected by Management and our Jewelers. There are no signs of any manufacturing defects with the setting of this ring. As stated on our website, we are honoring our ************** Guarantee. Any fees associated with the setting of the stone, or other metal work are not covered under this guarantee and would need to be covered by your insurance provider. If you do not have the ring properly insured would be your out of pocket costs. 

  Please provide proof of insurance so that we may take the necessary next steps. 

   

  Customer response

  12/04/2023

  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.]

  
  Thank you for your response, though it is disheartening to note that, once again, my concerns have been repeatedly ignored and not addressed in any manner that aligns with my expectations.

  
  I understand that the ring has undergone inspection by both Management and your Jewelers, and I appreciate your adherence to the ************** Guarantee. However, it remains crucial to emphasize that the issues I have encountered in a short span of time.

  
  As per my previous communications, I am willing to cover the necessary refinishing fee, but I firmly believe that a notation in our agreement is essential. This notation should clearly stipulate that any future occurrences of stone damage or malfunction in the setting will result in an immediate ring replacement, without further inquiry or financial obligation on my part as mentioned a rework by your company was done unnecessarily. 

  
  Furthermore, I find it perplexing that a ring of this quality would experience such breakdowns within a mere two years without any underlying manufacturing defect. This adds to my concerns about the overall durability and craftsmanship.

  
  I want to reiterate that I fully understand and respect the terms of the ************** Guarantee, and my proposed notation is not intended to alter those existing terms. It is simply a precautionary measure to address the specific concerns related to the setting of the ring.

  
  I kindly request your reconsideration of this proposal, as it aligns with my expectations for a fair and reasonable resolution.
  

  Thank you for your attention to this matter.
  
  Regards,
  
  *****************************

  

  Business response

  12/05/2023

  Hello *******, 

  I have asked several times for documentation of proof of insurance. You continue to not respond to my request. What your last message states is that you request we take responsibility for any damages that should be covered by your insurance. It is your responsibility to properly insure your jewelry. We will continue to honor our stated policies, but we will not take on the financial responsibility of your failure to properly insure your jewelry. Please discuss that matter with your insurance agent to obtain the proper coverage for your property. 

  Customer response

  12/05/2023

  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.]

  Thank you for your latest response, though I must express my extremely deep frustration with the ongoing back-and-forth that seems to sidestep the core issues surrounding my ring.

  
  Unlike Diamond Nexus, which seems hesitant to acknowledge the unrealistic breakdown my ring has undergone in under two years AND the unnecessary rework it has been subjected to, I have been forthright in stating that I did not have insurance in my initial messages. I did not deem it necessary, given my ten-year history as a loyal customer without incident.

  I also requested that all records of phone calls and communication pertaining to this matter be promptly pulled and made available for review. I was told this would happen and was never updated. This transparency is crucial to ensure a comprehensive understanding of the situation.

  
  Moreover, I have repeatedly asked for my concerns to be acknowledged, including the unnecessary breakdown and rework my ring has undergone. Unfortunately, the responses received have focused solely on warranty details and stone guarantees, with no recognition of the unnecessary rework performed by your company.

  
  This lack of acknowledgment and the continuous referral to warranty policies are both perplexing and disheartening. The discussion has become convoluted, and it appears my ring is being held hostage due to a failure to read and respond to my communications accordingly.
  

  I implore Diamond Nexus to take responsibility for the unnecessary breakdown and rework my ring has experienced for future problems I am sure will arise. The current situation, characterized by a refusal to engage in a meaningful discussion, is both frustrating and unproductive.
  
  
  Regards,
  
  *****************************

• Initial Complaint

  06/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a bracelet for my mother, within weeks 1 of the stones fell out. 1 of the prongs was not tightened to the stone allowing the prong to lift after a couple uses and the stone fell out. I didn't expect that with my Diamond Nexus purchase. The bracelet I purchased my mom was $160 marked down 70% I would not have expected the bracelet to be cheap quality. The sterling bracelet had 1 large radiant diamond alternative at the center of the length of the bracelet and approx 40 very small stones on either side of the larger stone. 1 of the smaller stones, fell out within a weeks. She did not wear it daily and had carpal tonal surgery on her hands in early May and was not wearing fancy jewelry, she could not even leave her house. My sisters brought my mom to my home a few hours away from her home, in mid to late May, she brought the bracelet back to me and showed me the damage. It did take me a couple weeks to have time to deal with the return for repair. I did around the 10th of June. A total of about 6 weeks since the item was delivered. I emailed the company, explained to them what happened, I was given an RMA number and asked to return the item. It was not until they had the item that someone reached out to me, to let me know that clearance items don't get warrantied. The tiny stone would cost more than the entire bracelet cost to get repaired or they could sell me another bracelet for $60 more than the last one. On my receipt and there was no as- is policy stated, I looked at their clearance page and saw nothing about this jewelry being as-is. If you dig and read through all their policies you will find a hidden, short 6-word sentence tucked within many paragraphs, that excludes them from their promise of a warranty that is stated on the website. I have filed a PayPal dispute, as they have the item now- just refund me and I will take my money elsewhere. This company is scamming people. I read many online reviews with similar or same experiences.

  

  Business response

  07/10/2023

  Hello *******, 

  I'm sorry to hear that you are unhappy with the service you have received. Our clearance pieces go through several additional quality control inspections before they reach our customers. After inspecting your piece, it was not determined that the damage caused would have been due to any manufacturing defect. For this reason, there would be a fee involved to repair the piece. The repair alone on the bracelet would be close to $120. Though you did receive a fantastic deal when you purchased the piece, repair costs are still applied at full value for damages. As a customer courtesy, we offered to create a brand new piece for you at a drastically reduced price as a show of good faith and to address your concerns that the original piece was defective. I'm sorry to hear that you turned down this offer. We felt this offer was very fair given the information you provided regarding the intended wear of the jewelry. I am also including below, the information which was presented on the product detail page for your review. Please note, as stated on our product detail pages, we do not state or include our Lifetime Manufacture Warranty on any of our Clearance pieces. Only the policies below would apply to your purchase. Our ************** Guarantee does not provide coverage against the complete loss of a stone. We would recommend you contact your insurance provider regarding coverage for lost components as they would be best positioned to answer your questions regarding your financial responsibility for the repair fee. We will await the decision of your chargeback. Should the financial institution decide not to proceed with the refund, we will need further direction from you as to whether you would like the piece repaired or returned back to you as is. Unfortunately, we are not able to provide any further resolution to this matter until the chargeback is resolved. As the chargeback was filed with a false claim against our product, it may take up to 30 days to resolve. 
  
  GUARANTEES

  
  ************** 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, we'll replace the stone for free. Period.
  

  Resizing
  We offer one complimentary resizing within one year of purchase date for our standard ring styles sizes ****. Includes free round trip shipping within the U.S. & ******. Please note that while our eternity rings cannot be resized, they may be exchanged within one year for any standard size; an additional charge may apply for a larger size exchange and a credit will be offered for a smaller size exchange. All of our rings are offered, or may be resized to, non-standard sizes for an additional fee. *Excludes clearance items.
  

  Conflict-Free and Eco-Friendly Guarantee
  Our stones are better for the Earth because they are not mined. Plus, each piece of fine jewelry is set and finished by master jewelers in *********, **, so you can always feel great about your purchase.

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Diamond Nexus labs sold me an eternity band. Within a month, a stone had fallen out. They agreed to replace it for free. A couple of months go by, another stone falls out! They told me I could keep sending the ring back to get it fixed for free, cause that's what I want, to constantly have to go to the ***** place to send this, and then be home to accept delivery. I have nothing to do but send this back every month and deal with their awful AI customer service robots. I asked them for a refund, they told me to get lost. I asked them if I could exchange for something else, a necklace perhaps, as one stone is easier to keep track of than 10. They told me to get lost. Extremely rude and unhelpful. They sell complete garbage. Junk. And the stones look awful in person, nothing like the website. Real mistake ordering from here. Once they have your money they cease to care.

  

  Business response

  06/13/2023

  Hello *******, 

  There is a lot to unpack here. An eternity band loosing a stone could happen for several reasons. If you would like to send the ring in for inspection, we would be happy to look it over and offer some recommendations to avoid the happening in the future. If the ring is deemed defective, we would remake it for you at no charge. If you have proper insurance on the piece, you should never experience a charge for your jewelry repairs. That would be a matter you would need to discuss with your insurance company. It's rather unusual for eternity bands to loose stones due to defects. Often times, it's due to the way they are worn. We can usually determine this with an inspection as the ring will show heavier signs of wear. Our jewelers are happy to inspect the piece and offer their feedback. 

  Customer response

  06/13/2023

  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.
  
  One need only look at all the other BBB complaints about this business, to see I have the same issue as many other customers, namely, that their "diamonds" fall out, they lie about the provenance of their diamonds, and they refuse to offer customer service in accordance with their policies. This place is a scam outfit that induces sales by deception. I tried to exchange my defective, fake ring for something else, but they refused. Now they claim I will have to pay to repair their defective junk. And who gets insurance for fake jewelry? All a part of their scam.
  
  Regards,
  
  *****************************

  

  Business response

  06/13/2023

  Hello *******, 

  I'm sorry to hear you feel this way. In my response I actually provided courtesies to you beyond our stated polices. It's a false statement to say that we are not honoring our stated polices. As your item has expired the warranty period and we still offered to honor this for you, your statement is simply inaccurate. It's unfortunate to hear that you did not properly insure your jewelry, however this negligence does not mean we are in any way responsible for the repair. All of our stated polices have been offered to you as well as additional considerations. I'm sorry you hear that you did not accept our offer. 

  Customer response

  06/13/2023

  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.
  
  You make junk. You know it. I know it. The numerous people here know it. Stop with the lying already. Your diamonds don't even test as real like a lab diamond should. I went to a jeweler and he said it's CZ. All you do is lie and rob people. Also, how did you fix it so there's no ****** reviews of your business? Usually don't see that. How much did you pay ****** to make sure no reviews would appear for your business? Why does it say on YELP that your business is closed? You see, to a normal person, this looks like an obvious red flag that you're an awful business run by thieves and miscreants. My one regret is not doing more research into what a terrible business you run selling FAKE JUNK.
  
  Regards,
  
  *****************************

• Initial Complaint

  05/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 4, 2023, I ordered a Diamond Diva Wedding Band, Ring Size 5-7, 14K White **** SKU: LRWBCC053238B Ring Size 6 $559.00 ************************ Tax$46.12 Grand Total$605.12 It was financed through a second party. I never received the item and being charged for the item. I contact the company. I was told the finance company needed to cancel the loan. I contacted the finance company and was told Diamond Nexus and to issue the credit because they show it shipped out. I insisted an investigation be opened from both companies which I have done business with many times in the past. The shipper, *** sent proof of delivery and the picture was blurry and not of my front porch. I have many packages delivered to my house and proof of deliveries are clear. I am very upset that I am being asked to pay for a product that I do not have.I was never offered an option to have the item resent from Diamond Nexus. I would accept this and be fine paying for the ring.

  

  Business response

  05/24/2023

  I am very sorry this situation occurred. As with all of our customers, we are happy to open and assist with any investigation related to an unrelieved package. We recommend contacting the police to file a theft report.

  Customer response

  05/24/2023

  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.
  
  [Diamond Nexus has the option to reship the item more securely requiring a signature instead of the shipping being unsecured. I have done business in prior years and this was how packages were shipped requiring a signature or the package was not left. This is a very simple solution to solve not leaving the consumer left twisting in the wind. Please type your response here.]
  
  Regards,
  
  *********************************

  

  Business response

  05/31/2023

  Hello,

  Sending packages with the signature required feature is not our standard procedure. In the past, do to customer complaints, we found adding this feature caused irritation to most Customers, therefore it was removed from our standard practice. However, if a Customer requests the "signature required" feature, we are happy to add it. 

  Sincerely.

  Diamond Nexus

   

  Customer response

  05/31/2023

  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 have filed a police report and it was indicated lost items are not considered stolen; however the incident has been submitted and is pending approval. 
  
  Regards,
  
  *********************************

  Customer response

  06/12/2023

  I have attached the emails from Diamond Nexus and per their request have been sending updates and communications to Affirm. 
  
  Are you satisfied with the company's efforts to resolve this matter? No, I filed the police report, communicated with Affirm; however each company indicated the other company is responsible for issuing a credit, chargeback or loan cancellation. 

  

  Business response

  06/13/2023

  Hello, 

  I'm sorry to hear that you are having difficulty with Affirm. I have reviewed your documentation and per the tracking details related to your order, the order has been delivered. We are not responsible for any claims of theft once an order has been delivered. Affirm as the payment merchant offers chargeback protection. They would conduct their own investigation into the matter. It doesn't look like we have received any requests for information from Affirm. While we do not have control over their investigations, we do respect their final decisions in these matters. Affirm would be the entity to provide the resolution.

  We can only recommend that you contact them again and ask for a chargeback to be filed.

  Customer response

  06/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution meaningless to continue. I will contact the other merchant as indicated. 
  
  Regards,
  
  *********************************
  

• Initial Complaint

  05/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased simulated diamond earrings from this merchant on 3/24/23 and wished to return. I started the return on 4/5/23 and was told that it had to be "approved" which would take several days. Their return policy is for 30 days only so to take their time "processing an authorization for return" seemed pretty disingenuous. With a lot of back and forth they finally "approved" my return. They received my return on 5/4/23 and I received an email indicating that it would take 7 days to "process" the return. Yesterday 5/10/23 I received an additional email saying that they had received the return and that it would be another **** days to "process". We're talking weeks now that my money has been tied up with this merchant because their "processes" take 7 days at a time. I've now asked them twice to refund my money as 5/11/23 is 7 days. It is unbelievable that it takes them over 3 weeks to process not only the "auth" for the return but then the return itself.I have demanded that they refund my money immediately.

  

  Business response

  05/24/2023

  Hello,

  I am very sorry for the confusion that took place surrounding this request. Whereas, we do respectfully  ask that customers allow **** business days for ** to complete the refund process, it is usually done within a couple of days. In this case, we were not asking you you to wait additional **** day periods, you were just notified of the standard by a couple different sources. Again, i do apologize for the confusion. When i learned of this situation, i had the refund competed ahead of others that day. ************************* 

  Customer response

  05/24/2023

  [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

  02/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have purchased from this supplier in the past. Has an issue with an item and called Nexus. for a repair. I was told by **** the representative that there would be no charge and he offered a return authorization and shipping label. Bait and switch. A week later I got an email from Nexus wanting 160 for a simple clasp repair. I called the company, and they told me that yes i needed to pay for same. I asked for my item returned which has yet to happen. I have now called three times looking to speak with a supervisor and have been unable to speak with anyone nor get a return call.

  

  Business response

  02/24/2023

  Hello *****, 

  I'm sorry, we do not have a **** that works here. I will locate your jewelry today and get it sent back to you as you requested. 

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I purchased this engagement ring as an environmental issue against real mined diamonds. The diamond alternative is not anything like a diamond I sent it back after just a month and they replaced it. Then I was informed that I can't replace it again. Within a month of wearing it again it lost all sparkle. It's horrible. We spent thousands of dollars on this trash.

  

  Business response

  02/22/2023

  Hello, 

  Could you provide more information as to when you contacted us? Phone or email? The information provided in your complaint conflicts with our standard operating procedure. I would like to review the interactions to determine the best path forward. 

  Customer response

  02/28/2023

  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 phone number is:

  ************. 

  Email: ***************************** 

  Date of communication I don't recall. I provided the order # and can provide pictures of the lack luster Diamond if you need.  I just really don't think it's honest to take people's hard earned $ for a poor  cubic zirconia.  Please contact me with any further questions. 
  
  Regards,
  
  *********************

  

  Business response

  03/07/2023

  It would not be a fair statement to compare our stone to a cubic zirconia as our stone is not porous. For this reason, our stone holds several advantages over a CZ. Our stones come with a lifetime guarantee. We will happily honor this guarantee, as well as inspect the ring to determine what is causing the issue. Please contact our ************* team if you wish to have the ring sent in for inspection. Any member of our team can assist you with your request. 

• Initial Complaint

  01/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2011 my husband purchased the Valencia Princess *** Engagement Ring 2 carat for approximately $1,400. I received a certificate for the stone indicating its clarity, etc. Within about one month, one of the tiny side stones fell out. I did not address it at that time because I didnt want to send my ring back for any length of time. In 2017, we purchased the ****** matching band for $623. The marketing materials at that time clearly lead us to believe we were purchasing lab grown diamonds. There were videos that showed the process and we did significant research on lab created diamonds as I was hesitant about purchasing anything other than a mined diamond. Today I visited a local jeweler to have the two rings soldered together and was told that none of the stones in either of the rings are lab created, but are in fact synthetic gems equivalent to cubic zirconia. I am completely disgusted by this purposeful deception on the part of this company. The description on the website still today reads Lab Grown Diamond - A man made diamond that is chemically identical to a mined diamond. Yet, in all of the similar complaints, this company points out that these stones are diamond simulants. They clearly have themselves well covered for the slick marketing tactics they have used. If these were not in fact lab created diamonds as they claim, why does the website go through explaining the lab process here: *****************************************************************************************. I suppose its all just smoke and mirrors and one word makes all the difference. My husband and I can only describe how we feel as violated. This is a complete fraud.

  

  Business response

  01/19/2023

  Hello, 

   

  I'm sorry to hear that you had this experience at your local jeweler. The information he presented to you is inaccurate in several ways. All jewelers must follow the guidelines set forth by the **** They have stringent recommendations as to how a gemstone can be described based on it's chemistry. The jeweler you spoke with, and the information he provided to you, is not in compliance with the language used by the **** At the time of your purchase, we only offered lab-created diamond simulants on our site. Just a few months ago we were able to add moissanite offerings to our site and just a few weeks ago we added lab-grown diamonds to our product offerings. I would recommend doing some research on the differences between lab-created diamond simulants and lab-grown diamond gemstones. The chemistry is very different. Though we have always been transparent in our site language and the products that we offer, there is still quite a bit general public confusion within the diamond industry. Notably, the jeweler that you spoke with and particularly the way they described our stone. To say that our stone is a synthetic would not be an accurate statement. Any educated jeweler familiar with the *** guidelines should be aware of this. We have never stated our Diamond Nexus Alternative to be lab-grown or synthetic for this very reason. 
  
  Another important note, having another jeweler perform any service on your jewelry outside of a standard cleaning would void your warranty on your stones. If you would like to have the rings soldered together, we would be happy to provide a quote for the work.  

• Initial Complaint

  01/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My fiance ordered a ring from this company on June 20th, 2021. The ring shipped to ** with a defect from the manufacturer (center "stone" prongs were crooked). I sent the ring in to be sized and prongs to be straightened the very. False certification was provided with my ring. I asked for this to be corrected as it showed a completely different "stone" and ct size. Ring was "sized" and sent back to me with an "indentation" as the merchant stated, ill just say a flat bottom. I had to send the ring back again for a 2nd time. They corrected the bottom and "resized" the ring( I don't believe they ever sized it). **** was shipped back to me and still fit too big. I never got a notification about the certification as they stated I would receive VIA email with a correction. I then noticed a few months later, there was a gap in the ring from the band to the 1st "stone". I reached out to the company again. They proceeded to tell me to send the ring in, they need to inspect it. I sent it in and they called me stating they need to re-make a ring for me as this has been overworked. This was defective from day 1, overworked and say a ring shouldn't be worked on more than 1 time for sizing. Blaming me for not insuring as well. They do not have my ring design and want to give me an "upgraded model" due to materials not being adequate to hold the "stones" and my "diamond" size is no longer available. NO where does it state you need insurance for them to work on a ring UNDER WARRANTY, that they overworked. This will happen again with any ring down the road. They will charge the customer and the cost accrual isn't worth it. They aren't sending me my original purchase. Will not refund and are giving me a month to decide if I want their version of an "upgraded" ring. In which I do not because it is not the same as what I originally ordered. They are basically blaming the customer for their lack of information and negligence and making me decide on broken jewelry or a different model.

  

  Business response

  01/13/2023

  Hello, 

   

  After inspecting the ring it is showing some heavier signs of wear and tear. The setting itself is warped. As several repairs have already been performed on this ring, our jewelers recommended that the ring be remade. As the ring is outside our Everything's Covered Warranty, this would need to be covered by your insurance. We understand that you are choosing not to file an insurance claim for the remake of the ring. Our stated policy for any manufacture defect (or wear-and-tear) covers remake and/or repair against any damage within one year of ownership. After the first year, we do not cover any repairs. The expiration of the *** policy on this piece was in June 2022. As a gesture of good faith, we have offered to remake the ring at no cost as a customer courtesy. We are able to offer a remake of the ring in its original design, as you have refused a remake of the newer updated version. 

  Please let us know if you would like to move forward with the original design remake or if we should ship your ring back to you. 

  Customer response

  01/13/2023

  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 merchant OVERWORKED the ring without informing me that it would result in the current condition. Mind you 3 times it was worked was completely in the hands of your company. You sent me a defective ring straight out of the original box. You never stated the ring would need to be insured for you to fix something your company caused in the first place. Lack of information to the customer. I would still like to know what new "warranty" will be in place as you stated the everything warranty is invalid for all customers as of this week? When is that information to be placed on the website? I would like my money back for this purchase. This is not normal "wear and tear" as I barely wear the ring and I couldn't have done anything to make this warped. Your company is calling this wear and tear but you clearly stated this was overworked. I was given the option for a new ring up until February 1st **************************************************** until this week to decide and that your company will no longer communicate with me directly. I dont understand how your company is unable to see I am completely unhappy with the entire experience, your customer service, management and lack of information. You place blame on the customers for a job only ************ has done and give limited options to rectify. This will certainly happen in the future if it happened this time and is ongoing. I will invest more money down the road to have your replacement sized, re worked, fixed in any way when the ring isn't even worth $500 with a CZ "stone". I have plenty of jewelry that is white gold and have never seen this happen or wear and tear. Your company also stated jewelry needs to be replaced completely under certain circumstances but will not provide me the explanation of how this happened. Your company needs to own this mistake of lack of information. What happened to valuing the customer is always right? 
  
  Regards,
  
  *************************

  

  Business response

  01/19/2023

  The ring is showing damage beyond anything that would be considered manufacture defect. For this reason, we will not offer a refund in this matter. Again as a courtesy, we would remake the ring in its original design. Please keep in mind that you have a ring that is not designed to be worn as an everyday ring. This design is meant as a special occasion ring. A remake of the ring would resolve any manufacture defect that you believe has occurred. It will not resolve the way in which the ring is bring worn. The design itself is not a manufacture defect. You will absolutely continue to have the same issues with a new piece if you continue to wear it in a matter other than intended. This would be the case whether it was crafted by us or any other jeweler. 
  
  Regarding insurance, all jewelry needs to be properly insured. You are responsible for any damage caused by wear and tear. If not properly insured you are financially responsible for the repair charges. This is common practice in any industry. 

  We understand that you have already filed a chargeback with your financial institution. We have not yet heard from them regarding your transaction. Pending their decision, we are not able to offer any further resolution as they are the final deciding factor in this matter. 

  Customer response

  01/19/2023

  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.
  
  If you review your response, this does not make any sense. How can you put blame on the customer for "excessive wear and tear" or damage beyond a manufacturers defect, when your company CLEARLY stated they overworked my ring? I have not sent this in multiple times to be worked on or serviced due to anything I have done. It was for a sizing issue, prong issue from the manufacturing process and due to your error on servicing my ring and shipping it back with a flat bottom, YOU over worked this. As well as providing a false certification! This ring is labeled as an "Engagement ring". This design is meant as a "special occasion ring", as you state but NO WHERE on your website does it state not to wear a few days a week or ONLY on special occasions. Your company keeps providing more and more excuses rather than owning an error you made. I have NEVER heard of anyone purchasing an engagement ring and not being able to wear it more than a few times a week or occasionally, ESPECIALLY if they were to have a wedding band placed on it! What would the purpose be to have the ring then!? So if I were to purchase a wedding band to add onto this model ring, from your company, you will still say its a "Special occasion" ring and not meant as a wedding band/ ring? 

  "A remake of the ring would resolve any manufacture defect that you believe has occurred", this statement needs to be re-examined. It is not what I THINK occurred, it IS what has occurred from your company overworking this ring and not telling ME this should not be done, while trying to rectify an original defect and error after sizing as well! "You will absolutely continue to have the same issues with a new piece if you continue to wear it in a matter other than intended. This would be the case whether it was crafted by us or any other jeweler." Where does your website state this information for customers to see? I am sorry, but I refuse to believe this! I have rings from over 10 years ago that have NEVER been worked on and occasionally have them cleaned with REAL diamonds that have 0 issues even close to what I have experienced with this ring in the past year and a half. I wasn't told that a mistake from the jeweler/ merchant meant the customer had to pay for repairs! You have CLEARLY stated on a recorded line as well in email that the ring was "over worked" which is pretty clear its not customer wear and tear! Your company is offering a ring that is around $1400 to replace the existing, with knowing it will clearly have the same issue down the road, that the customer will need to pay to have fixed! I do not understand how you're willing to send this $1400 ring (which is worth all but $500) but wont refund the original lesser amount to please a customer. I will keep my dispute/ chargeback open with the bank until they are able to resolve this issue. 

  Your company has yet to provide me a full explanation as to how this ring ended up this way besides your original statement of being overworked by the jeweler and recently stating that it is MY fault for wear and tear. This was not mentioned over a month ago when I spoke with your customer service or "supervisor".   (Let me mention, I do not wear the ring EVERY DAY, and only "occasionally" regardless because it is not sized properly and I feared the "stones" would fall out!

  The dispute process takes time as they are currently working on it. I still feel you should not pass blame to avoid a refund. Especially with a second "excuse" as to why you cannot provide a refund. The first was because of the time frame and now because of excessive wear and tear. Please review YOUR OWN EMAILS SENT TO ME. You have stated numerous times it was YOUR COMPANIES fault and now you want to save a customer and offer the "next best thing" or provide back a piece of jewelry that is broken and will continue to break due to your negligence and defect in the first place! This is NOT right. Make your customer happy and just submit the refund! 

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

  

  Business response

  01/20/2023

  Below is our current policy regarding manufacture defect. The policy at the time of your purchase only included coverage for manufacture defect within the first year of ownership. We have stated that we would honor this policy as it is written and a refund would not be provided. 
  

  Free Lifetime Manufacturing Warranty
  We take pride in the quality and craftsmanship of our jewelry and offer a free lifetime warranty against manufacturing defects. Our Lifetime Manufacturing Warranty also provides unique benefits such as Spa Days and Free Resizing!
  If you experience damage to your purchase due to manufacturing, we recommend you contact us so we may evaluate your piece. You may send your jewelry to us so that we perform the evaluation. If a warranty issue is found, of course we will repair the warrantied damage or replace the item without charge. For repairs that are not covered under the lifetime warranty, we will quote a repair price for your approval before any work is performed.
  Your two free Spa Days include a thorough inspection of your jewelry along with a deep cleaning, polishing and rhodium plating (white gold only). Spa Days also include free shipping both ways within the U.S. and ******. You may take advantage of your Spa Days at your discretion within the first year!
  We offer one complimentary resizing within one year of purchase date for our standard ring styles sizes ****. Please note that while our eternity rings cannot be resized, they may be exchanged within one year for any standard size; an additional charge may apply for a larger size exchange and a credit will be offered for a smaller size exchange. All of our rings are offered, or may be resized to, non-standard sizes for an additional fee. Free Resizing excludes clearance items.
  Some limitations apply. Please note that all fine jewelry may be affected by normal or excessive wear, especially for rings, since they tend to incur the most wear and tear. Our manufacturing warranty excludes coverage for wear and tear, loss of gemstones, product loss, or theft. Warranty excludes damage or loss caused by a failure to obtain the repairs required to preserve the integrity of the jewelry. Warranty is void if another jeweler works on the item. Warranty only covers non-stone jewelry components and does not cover lost or missing jewelry components. If components are missing, repairs may incur a cost for replacement. Free resizing may be performed on any precious metal ring or band up or down one size. Size adjustments greater than one size may incur an additional charge. Non-precious metal such as Tungsten and Titanium cannot be resized, but may be replaced for the correct size and may incur an additional charge; please contact us for assistance. Clearance items are excluded from Warranty. For additional jewelry coverage and enhanced benefits not covered by this Warranty, please consider purchasing an Extend Protection plan, described below.
  
  

   

   

  Customer response

  01/23/2023

  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.
  
  Again, this does not state anywhere that my ring is a "special occasion" ring, as your site says it is "engagement". This does not answer the question on why you cannot provide an answer to where it states rings should not be worked on more than once. Your company ruined my ring. You sent it with a defect from the start, over worked it, sent a false certification and then blamed me for the wear and tear when it was your jewelers fault. So when does your company finally accept the blame and stop making excuses? Please explain how this happened to the ring because it was not wear and tear. You openly admitted it was over worked. 
  
  Regards,
  
  *************************

  

  Business response

  01/26/2023

  At this point, I would recommend you consult with another source regarding jewelry education. Any attempt of us to offer guidance or options is only being met with hostility and argument. There are several resources available through other outlets that you could reference before making any online purchases. 

  Please advise if you wish to move forward with the courtesy manufacturing warranty replacement of your original ring or if you would like it sent back to you while you await the decision of your chargeback. 

  Customer response

  01/26/2023

  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 believe your company should be educated on jewelry as well as customer service. Your company is very deceptive and dishonest to customers. I am sorry if you feel my responses are hostile or argumentative, but my responses are simply following the information YOUR company has sent or provided to me. Please accept your fault and simply provide my refund. You have yet to answer any of my questions regarding how the ring ended up in its current state, besides making excuses and placing blame on me and providing false information. I am not accepting that this was my fault. I will await the chargeback/ dispute to be completed before I choose to receive an item back from you whether it be my defective ruined ring or a new item from you. Please reference my document and see the email though as a reference of your company stating the ring was simply over worked. Then ask who is at fault and please stop blaming a customer for "excessive wear and tear" on an item that isn't listed to be worn as "special occasions only" or limited wear. You still have not answered my question about adding a wedding band to this "Engagement Ring". It is likely impossible to wear this with a band and you openly admitted the same issue is going to occur with any of your rings over time. How is that fair to the customer(s), besides having us pay down the road for work/ spa days/ repairs and you gain more off of us than the rings are worth in the first place? How hard is it to send my funds back regardless of your warranty rather than offering an item that is "worth more" if we will, then the original refund requested? It is simply because you know that the new item is still worth less than the original requested refund and you also know that down the road the rings will fall apart and you will simply gain more money from customers to have them repaired. 
  
  Please keep thinking about this and what your company has told me. I refuse to accept your complaint and I refuse to make a choice at this time. I will reach out once the chargeback/ dispute is completed. Please send this to the *** of your company and have them review the entire document/ BBB claim as well. Just simply sad. Customer should be right and not blamed. 
  
  *************************

  

  Business response

  01/26/2023

  BBB please note that there is no further action we are able to take in this matter as of the customers last message. 

  Customer response

  01/27/2023

  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 still like a refund. I would think you would make it easier on the customer rather than more difficult. I will follow up with your company when the dispute is final. 
  Regards,
  
  *************************

*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. ↩