ComplaintsforDiamond Nexus

• Initial Complaint

  11/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Service and warranty issues I am experiencing with my ring. I had a stone replacement in 2021 and my new stone needs replacement for the same issue (dark shadows/spots). I mailed my ring for repair and it was received by Diamond Nexus on 11/29/2022. I was given a quote of $160 to have my defective center stone replaced (for the 2nd time since 2021). I was confused why I was being charged So I called Diamond Nexxus on 11/30/2022 to discuss. -- this is when the circus began. I spent 4.5 hours trying to get resolution to why I was being charged a "mandatory" spa day fee when the ring was practically unused since the last spa day I paid for in 2021. I spoke to ******* (3 times) who could not explain exactly why I was being charged but that the fee was mandatory- no exceptions. ******* could not explain where I could find the new "mandatory spa day" fee on the website and proceeded to become very dismissive and defensive. ******* advised me to go through my ******************** policy instead of having my stone replaced though Diamond Nexus. Unbelievable! ******* ultimately put me on hold (for over 15 minutes) and subsequently, refused my calls. I spoke to **** (twice) who was the only person who actually tried to help me. I spoke to Missy or ***** who was rude and overtalked me. She told me to take my jewelry back (unrepaired). I spoke to ***** (3 times) who tried her best to explain and help but still no resolution. Policy changes and fees are NOT transparent to consumers on the website and staff should not be irritated if consumers ask how much and why. I emailed the only manager, *************************** and still waiting for a response. I don't want retaliation against my jewelry that is in Diamond Nexus' possession. I want my "lifetime warranty" on my stone honored and fees explained appropriately. That's it. I did not deserve to be treated like a homeless person begging for money!

  

  Business response

  12/05/2022

  Hello *****, 

   

  The fees associates with your repair would not be covered under our Our ************** Guarantee. Any metalwork or services needed to replace the stone would be your responsibility. If the ring is properly insured, your insurance should cover these charges. Our policy which we have honored in your quotation is material coverage for the stone only. We are happy to work with your insurance provider to process a claim. 

  We recommend contact your insurance carrier regarding the remaining balance to determine your financial responsibility. I am also including our policy below for your review. 
  

  ************** Guarantee
  We are so confident in our patented technology and the heirloom quality of our Nexus Diamond alternative and moissanites that we ensure our stones for life. With normal wear and proper care, your Nexus Diamond alternative or moissanite should not chip, crack or discolor. If there is ever a problem with your stone, well fix it or replace it for free. Period. Get in touch with one of our jewelry consultants, ************* and well take it from there.
  
  Please note that if another jeweler works on your ring, or sets a stone, this warranty will be voided.
  
  Missing stones due to normal wear and tear are not covered under the ************** Guarantee. We will happily replace missing stones for just the cost of the stone and a nominal setting fee.
  
  The ************** Guarantee covers Nexus Diamond alternatives and moissanites alone. Metalwork such as rebuilding or retipping prongs, or adding ****** bumps, is not covered under the ************** Guarantee.

   

  -Diamond Nexus Customer Care

  Customer response

  12/05/2022

  [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 have already paid all fees to proceed the stone replacement. 
  
  Regards,
  
  *********************

  
  

• Initial Complaint

  11/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Transaction 4-2022 Possible bait and switch because of wording on Diamond Nexus website stating lab created/diamond simulant.Paid $1890 for a platinum simulant, but fianc believed was purchasing lab created similar to real diamond. When I requested to change the stone for the same setting, I was quoted another $1890 The stone isnt worth the price

  

  Business response

  11/26/2022

  Hello, 

   

  Our product detail pages are frequently reviewed by the ************************ and are in compliance with their terminology and guidelines that all jewelers must follow. The term "lab-created diamond simulant" is the appropriate and approved language for any stone that is man-made to resemble the characteristics of another gem while having a difference chemical composition. 

   

  We offer a 30-day return period from the date the item is received to ensure our customers are completely satisfied with their purchase. As the return period has expired, we would not offer a refund. 

• Initial Complaint

  07/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  TO WHOM IT MAY CONCERN AS OF JUN 25 2022 I bought this necklace from Diamond nexus I got a confirmation stating that Jun ******************************************************************************************************************************************** the lobby where I live I emailed this worker her name is ********************************* I told ******** I had a lot of trouble with ***** so ******** replied back to me stating that she will call ***** and tell them to come to my apt and knock loudly.Well that day nobody didnt come I looked at the confirmation from ***** it was on my email and the message said business closed nobody to sign for the item. Here ***** did this once before I emailed ******** asking her how does ***** know that the business was closed. This building is a subsidized housing it is never closed So ******** told me Thurs jul 6 that she called ***** and the hours that they will come is 8 - 4 so I stayed in up until 7:30 Thurs night nobody never came nobody never knocked on my apt door so I dont believe her I email ******** I told her that nobody didnt knock on my door and if they did knock then why didnt they leave me a door tag. Now ******** emailed me stating that the necklace is going back to her shop. I dont understand this yet the email ******** send me it had the link of ***** I just clicked on that link and it showed me that ***** is coming Monday JUl 11 I took a picture of the confirmation that ***** is coming Monday

  

  Business response

  07/21/2022

  A refund was provided to the customer, we made several attempts to deliver without success. 

• Initial Complaint

  07/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The amount is $956.82 I ordered a merchandise ring I return it back 3 times I told them that their merchandise is very sharp I had cut my grandchild with it I ordered something else the same problem their rings are too sharp and dangerous I wanted a refund They hung up on me instead of solving my problem Finally he said It was the one that hung up on me name **** he told me they cannot refund me that I'm forced to order something Else My order number is ***********

  

  Business response

  07/21/2022

  Hello, 

   

  A chargeback has been issued again your original purchase. We would not be able to offer any further resolution until the chargeback is resolved. 

• Initial Complaint

  03/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 10, 2022, I sent my wedding band and engagement ring that were purchased in ************************************************************* and now my husband that this was part of the service that they offered once a year. We were informed that is another jeweler was to do this, the warranty would be voided. Come to find out, they wanted to charge me $100 for both rings for services that were supposed to be offered with the purchase. They refuse to honor the polish the rings without a charge. They did not honor the discoloring of the rings as they were tarnished from originally white gold to yellow gold. We have purchased several costly items from them and I reassured the "manager" that i spoke to that we would make sure we never buy anything from them ever again. It is a shame as their collections are very pretty - but it is not worth the lies and their lack of knowledge and customer support.

  

  Business response

  03/16/2022

  We offer a guarantee on our stones but as the customer stated, the issue she is having is with the bands which is not covered under the warranty. There is a charge to have the work done to correct after the first year of purchase. ****************** said that they had been promised by the original sales rep that everything would be covered for life but we could find no record of this conversation and the order was placed online originally. We are truly sorry that we are here and do not wish to lose anyone as a customer, but we do all we can to ensure that our policies are well stated at our website so all our customers can receive a consistent message regarding our warranties. 

• Initial Complaint

  01/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing this complaint due to the confusing wording that Diamond Nexus is using on their internet site. On this companies website Diamond Nexus claims "the Nexus Diamond alternative is superior to a mined diamond". This is option and not a fact and should not be peddled to the public without scientific data. I am returning this product and would like a full refund to my form of payment. This product does not contain diamonds at all, the website leads customers to believe they are purchasing Lab Diamonds when in fact these are a derivative of a stone that is not of any diamond make up. I did not find out what I actually had until I looked up the stone on with the certificate of authenticity that Diamond Nexus provided with the product. This is very misleading to the public, even the name of the company implies that they sell some sort of Diamond and this is not the case. I have taken this Diamond to mane jewelers in hopes to create a ring and they refuse to work with is as they categorize it as CZ. I have made many attempts to get a resolve from Nexus and no luck. Emails, chat (**************** - her manager named ***************************) no solution. The chat agent went as far as ending chat prematurely after I kept asking her for contact number to corporate. She kept giving me the customer service number which she stated would just tel me the same thing. Still no contact information for corporate. Please. I just need to return this stone that is all I need.

  

  Business response

  01/21/2022

  Hello, 

  I'm sorry to hear you are unhappy with the stone. Our product descriptions and learning pages all clearly state that the Diamond Nexus Alternative is a simulant. We also offer a *************************************************************** person and determine if it meets their expectations. As your purchase is several years old now, we would not offer a refund. 
  

  Regarding your notes about contact information being provided, we are only 1 corporate office. Our ************* team is at our corporate office. You contacted corporate by chat and asked for the phone number which was provided. 

  The Diamond Nexus Alternative is a gemstone similar to many other gemstones. Jewelers set our stones all the time. We only recommend a cold set as they can not tolerate the high heat of a torch as a natural diamond can. This would be the same for any ***** ******** sapphire, moissanite, opal, ext. I'm sorry to hear that you do not have a jeweler in your area with experience in setting these types of stones. We do offer a setting service and our jewelers would be more than happy to set the stone into your jewelry for you. 
  

• Initial Complaint

  12/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a loose stone from Diamonds Nexus in 2017 and had them place it in my engagement ring. By 2018 the stone was so scratched even though it is advertised as strong as a diamond. I reached out to customer service in 2019 and they said to send it in and they would replace it free of charge, aside from the ***** dollars you pay to ship it that is I spoke with customer service about my concerns that the stone scratched after less than a year and I didnt want to pay every year to send my ring in to have the stone replaced. I was assured that this was not common and that the ring should be sent in once a year for maintenance anyways. I let the customer service rep know that I already had a lifetime cleaning with **** ***** Jewelers where my wedding band was from (it is soldered to my engagement ring) so this would not be relevant for me. After 6 weeks, between me sending it out and them sending it back, I received my ring with a new stone. Now two years later, mainly secluded to my house so rarely wearing the ring, it is again showing scratches and cloudy. I have no interest in sending the ring back yet again to get an inferior product. I would like to have the stone removed from a jeweler in my area and send the stone back for a refund.

  

  Business response

  12/28/2021

  Hello Chelsea, 

   

  I'm sorry to hear that you are having issues with the stone. We would be happy to honor our ************** Guarantee after an approved inspection of the ring. If the setting has become compromised and is causing damage to the stone, there would be very little we can do to resolve the issue for you as we did not manufacture the setting. This may be something to speak with your insurance company about. If properly insured, the resolution you are looking for should be covered by any jeweler. 

   

  Diamond Nexus Customer Care

  Customer response

  12/28/2021

  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 no interest in sending my whole ring back for them to inspect it. Every time I send in my ring it is six weeks without it between shipping time and their inspections. They are the one who has set the stone both times and both times their setting has resulted in their stone scratching because the product is not as described. I do not want a replacement stone for the third time in 4 years. 
  

  i will gladly take the ring to a jeweler of their choice in the ******, ** area and have it inspected to satisfy their concerns that the issue is with the setting and then I would like to send the stone back and receive a refund. As mentioned in my initial complaint, I have no interest in a replacement stone because they have proven to be inferior and scratch far too easily. They are nothing similar to a diamond strength as advertised. 
  
  Regards,
  
  *****************************

  

  Business response

  01/05/2022

  Hello, 

   

  I'm sorry to hear you do not wish to proceed with a replacement stone. We would certainly honor our stated policy, should you choose to reconsider. Without being able to inspect the ring, we aren't able to offer any further resolution. Setting wear down over time and need maintenance. There isn't a natural or lab created stone that is complete free of being compromised. We offer a generous guarantee to protect our customers from damaged stones and replace them should the setting fail to properly protect the stone. I do think it is important to mention that even a diamond can scratch under the certain circumstances. 

  I have reviewed the account and it looks like in both cases your ring was processed on our end within about a 2 week turn around at our facility. I'm not seeing on either order where you experienced a 6 week delay. 

  I'm sorry we are not able to come to an resolution. 

• Initial Complaint

  11/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband purchased an engagement ring from Diamond Nexus (DN) on 11/6/18, purchase total of $1,175.20. The ring is a solitaire. The stone fell out of the setting a couple of months ago, September 2021. When I purchased the ring I did so for the "floating," prongless design. In the description they state, "The sleek, modern design has a low profile and slim band for comfortable wear that won't catch or snag, and a modern yet classic look." I wrote an email to DN regarding the ring. I explained the situation, my displeasure with the ring and asked for a full refund. I questioned the design of the ring and the quality of a ring they imply is of heirloom quality, yet lasted less than 3 years. I was given the option of mailing the ring back so that they could inspect it. Once I mailed the ring in I was called by a DN representative and told that they inspected the ring and that the design was not the problem. I asked if they thought it was normal for the stone to fall out of the setting in less than 3 years and was told that it was not normal for the ring, but that it was normal wear and tear for my lifestyle. They did not explain what they meant by my lifestyle. They recommended that I purchase a 6 prong solitaire design. I was told I could trade-up my ring. The trade-up requires a purchase that exceeds the original purchase price by 50%. The quality and the design of the ring is not a concern for DN. They have refused my request for a refund, blaming me for the malfunction of the ring instead. I will not accept that blame. Nowhere on their site or in the ring description do they tell customers that lifestyle should be a factor in choosing a ring to purchase. If they truly thought that lifestyle was a factor they should provide the customer with a lifestyle rating for each ring. On their site they state, "An engagement ring is something to have forever...No one wants to invest in jewelry, especially an engagement ring, that won't stand the test of time."

  

  Business response

  12/02/2021

  Hello, 

   

  We have inspected the ring and it is not determined to have any signs of manufacture defect. This setting is in need of repair due to daily wear and this can be easily accomplished. It's not uncommon for bypass tension set rings to loose their stones if the setting becomes compromised. General maintenance should be completed on this design annually to avoid this issue in the future. 

   

  As the ring is outside the 30 day return policy, a refund would not be given. I will return the ring to our warranty and repair department for a full write up of repair services needed. After you have a chance to review the invoice, you can decide if you wish to proceed and make payment for the repair, file a claim with your insurance company for the repair, or have it returned back to you with no work completed. 

  Customer response

  12/12/2021

  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.  I am not sure where you are pulling your information from in regards to the reasons you give.  First you said that it was my lifestyle and that to better meet my lifestyle needs I should purchase a 6 prong ring.  Now you are saying that the bypass, tension rings can lose stones and need to be inspected every year.  I ask that you show me where your company has this information printed? I can't find it on your website or in the brochure you included with the ring regarding the care of the ring.  If your business is going to claim this in response to a customer's complaint than you need to show where you have this information made available to customers. In regards to your suggestion that a bypass ring be inspected once a year, are you suggesting that a customer mail the ring in once a year to your company for inspection?

   

  You mentioned that the ring has been compromised and you will send it to your department and send me an invoice to see what I'd like to do from there.  At the time you wrote that, your department had already reset the stone into the setting and mailed it back to me.  

   

  I am included 4 images of the ring that was returned to me.  Now that I know the poor quality of the ring, I have been more careful to inspect it.  There are several issues that I ask that you address:

  1. The ring is not a low profile ring as you say in your advertisement on your site nor do your images match my ring.  The images on your site show a stone that is sitting below the top of the setting.  My stone sits above the setting, as you can see from my images.  Could it be that because of this design flaw, my stone is being compromised over time, as you state, due to your design?

  2. The stone is not sitting evenly in the setting. It is not sitting flat.

  3. The stone had a white residue on the base of a side of the stone.  Was the stone glued into the base of the setting?

  4. The slits that the stone is sitting in are showing on both sides.  Is that part of your design? 

   

  Rather than your blanket statements regarding what I have done or not done, please address my questions.  In all honesty, I don't want to deal with your business.  You are not transparent in your advertising your product is not the quality you claim it to be.  I do wish that we had not purchased from you and I hope that your company does the right thing and returns our money to us. I don't want a ring that's going to sit in the box. 

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

  

  Business response

  12/20/2021

  Hello,

   

  I'm sorry to hear that you are unhappy with the repair work. When a setting becomes compromised, our jewelers do the best they can to restore it to it's original condition. The seats on this sitting are often times visible. To secure the stone, the seats on your setting did require repair. I do see that our warranty and repair department provided the restoration at no charge as a customer courtesy. 
  
  Your stone will continue to have the ************** Guarantee, which would be honored going forward. Should the stone become damaged within the guidelines of the warranty, we would replace it. 

   

  We would not offer any further resolution in terms of a refund or an exchange as the piece does not qualify for either of these stated policies on our website. 

  Customer response

  12/20/2021

  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.]
  
  Regards,
  
  ************************* Thank you for your response, but you failed to answer 3 of my 4 questions. Please forward my questions to someone who will answer them.1. You advertise the ring as low profile, yet my stone sits above the setting. Is this low profile? Is this compromising the setting?2. After your repair, the stone is not sitting flat in the setting. Can you see that in the images I sent? If not, I will send more. You said the repair was free, as if I should be grateful, but if it was not repaired correctly, why?3. There is white residue on the stone. Did you glue it into the setting?Please forward my questions to someone who will answer them. Thank you

  

  Business response

  12/20/2021

  Hello, 

   

  I'd like to keep the context of this complaint limited to the issue and not include other elements which is why I did not further speak to them. As you were not the original purchaser of this piece, I can only encourage you to research ring settings if you are not familiar with "low profile" settings. I'm sure a quick ****** search would provide that information for you. In brief, the setting is low profile when the distance off the finger is minimal. The damage caused to the ring was not the result of manufacture defect and so the courtesy offered was more than generous. The stone was not glued into the setting and the repair was completed properly to the best possible standard of quality. We have some highly skilled jewelers who complete our repairs and they take great care in the service they provide. Anything beyond what has been provided would need to be handled by your third party insurance. 

  Without further inspection I can not speak to what you are referencing as the images provided are not detailed enough. I would recommend cleaning it with a mild dish soap to see if that resolved the issue. 

• Initial Complaint

  10/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband, ********, purchased my engagement ring on June 16, 2010. He paid $869 for what was supposed to be lab created diamonds. We took my ring in to a jewelry store because I broke the band when my hand slammed in a door and I needed my set soldered. My center diamond also cracked. The jewelry store called me to let me know that my diamonds were coming back as CZ in testing. I shook this off as they were snubbing lab created diamonds.Last week, I took my ring in to replace the center stone that was cracked, since having my ring worked on elsewhere void the warranty that we now knew existed. This new jewelry shop also informed me that all 3 of my stones were in fact CZ and not lab created diamonds.Diamond Nexus presented false information in regards to our purchase and charged for lab created diamonds that were actually fake.I am now out approximately $3,000 to get real stones put in to replace the fakes.

  

  Business response

  10/22/2021

  Hello ******,

  I am sorry to hear the jeweler shared incorrect information with you regarding the stones in your ring. Diamond Nexus simulants are not CZ. Because our stones are a patented product, your local jeweler would not have had appropriate testing equipment to provide to you an educated response on the stones chemistry. That said, I do want to point out that it is important when describing our stones that the full description is not taken out of context. Diamond Nexus Alternatives (or "simulants") are lab created diamond simulants. This terminology is guided by the ************************ and we take operating within their compliance very seriously. I'm sorry if your husband was under the impression that he was purchasing Lab-Grown Diamonds. Again to reiterate, understanding terminology when shopping for jewelry is very important. 
  
  Regarding the warranty on your rings, we do include warranty information in the packaging with each purchase and it's also available on our website. It is common practice for most products that if altered by a third part the original manufacturer will no longer cover them. Surely, you can understand how we would not be able to warranty the work that was completed by someone other than our own highly-skilled jewelers. 

   

  We would not offer a refund in this matter. As you mentioned, he thought he was purchasing "lab created diamonds" and we believe the terminology was used correctly on our advertising but was shortened and taken out of context. 

  If you are looking to replace your Diamond Nexus Alternatives with Lab-grown diamonds, we can certainly assist in helping you source stones to meet your needs. Our sister company, 12FIFTEEN Diamonds, offers Lab-Grown Diamonds at a great value. 

  Customer response

  10/22/2021

  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 simulants are in fact CZ or moissanite. They are visibly different from lab created diamonds. They do not require special machines to test. They are also generally less expensive by quite a bit.

  -My husband was mislead in your advertising that you sell lab created diamonds when he purchased my ring, especially for the cost. Simulants of the size and ring he bought are generally only a few hundred dollars.
  
  Regards,
  
  ***************************

  

  Business response

  10/27/2021

  Hello, 

   

  I am sorry that you are unhappy with the response provided, however we would not change our position in this matter. Our pricing per carat for our stones is $300/ct. As you mentioned, the description and the pricing both indicated that the stone was not a Lab-Grown diamond. The pricing on this ring (if purchased with a lab grown diamond in 2010) would have cost well into the thousands. As you are able to see from the receipt you provided, the price paid was an industry standard for simulant jewelry at the time. 

   

   

  ******* Nelson 

  Customer response

  10/27/2021

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

• Initial Complaint

  10/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a ring on July 29, 2021, for a total of $1,490. Order #**********. After receiving the ring I notice that the stone had a rainbow sparkle to it. After noticing this I immediately emailed diamond nexus asking if that was normal. They stated that there should be no noticeable difference between a real diamond and their lab created stone, stating that there should be no rainbow sparkle. I then sent the ring back to them as they suggested to get a new stone. When the ring arrived back it still had a rainbow sparkle. After speaking to many management and sending multiple emails they are not willing to help with my situation. I have email stating there should be no sparkle yet they cant fix the problem. They wont let me return the ring for a refund or credit and have been ignoring my last emails. Since the product is not what I was told it would be I would like a refund and/or credit for the total of the ring.

  

  Business response

  10/13/2021

  Hello Brittany, 

   

  I have attached my last correspondence with you. I would be happy to include our full email thread for BBB review, if needed. As a gesture of good faith for being a long standing customer, we did offer a courtesy credit for the stone in your ring towards the lab-grown diamond you were interested in. This is beyond the offers we extend to all customers and we felt was a generous offer. I would also like to mention that as the order was a trade up from a previous purchase, it would be appropriate to say you were familiar with our product prior to this purchase. Our return policy regarding trade up purchases is included in the attachment. 

  I left my last email to you open to moving forward with the only option we are willing to provide, a courtesy credit for the stone only to a lab-grown diamond from our sister company. To date, you have not accepted the offer and have repeatedly asked for a refund or exchange of the complete ring. It would not be fair or accurate to say that we stated we are not willing to help. This is simply not true. We offered a courtesy resolution to our stated policies available on our website and you have chosen not to accept. This is your choice and we respect that, but we would not be obligated to provide a refund in this instance as a result. 

  Regarding your recent emails, I simply do not have the availability to respond to continuous request for a refund that I have already previously stated would not be offered. I have spoken with our COO (the supervisor above me) and he is in agreement that the courtesy we offered was adequate to resolve your concerns. 
  

  *************************** - ************* Manager

  Customer response

  10/13/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  As I have mentioned your sister company sells the same wedding band for $700. The credit offered for the stone was $360, which means you are saying the setting I purchased from diamond nexus is $1,130. Therefore I do not think that $360 is a fair offer. I would have been able to return this product, during the time frame, if from the beginning diamond nexus told me the ring would sparkle. Instead I sent the ring in multiple times, meaning the ring was with the company for weeks and I missed the return period. Diamond nexus goes not know my personal situations and that the ring I had exchanged never left the box! Therefore they cannot say that I am familiar with their product and I would appreciate they not assume anything. I would like my credit from the ring exchange which is about $840 and then get a refund for the amount I paid out of pocket, about $620. The product I was sold is not the product I was told I would get, a stone identical to a diamond. 
  
  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. ↩