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Customer Review Ratings
Average of 60 Customer Reviews
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Review fromPeter T
Date: 02/07/2025
5 starsAfter purchasing an engagement ring that we loved, my wife and I found a wedding band to match it. We picked the wrong one and it didnt pair nicely. I requested a return with Diamond Nexus and they replied promptly, offering to resize, that wasnt the issue, we didnt like the ring style. The representative was very understanding and suggested a couple of her recommendations. My wife and I picked our favorite and asked how to proceed. The representative gave us clear and easy instructions to get a return label, which we didnt and dropped the unwanted ring back in the mail. (Save your boxes!) We saw a credit for the ring on our account and reached back out to the same person for instructions on how to buy the replacement, which was quick, easy and all around a pleasant experience. 10/10 would recommend!Review fromMarcy H
Date: 12/27/2024
1 starMarcy H
Date: 12/27/2024
My ring was purchased in 2012. I wore it every day for 8 years and then I noticed that the diamond was becoming very scratched. I sent it in for repair in 2021(somewhere around there) diamond nexus replaced my diamond and only charged me 75.00 for setting and replacing the stone, and soldering my engagement and band together. When I received the ring back, I noticed the diamond felt loose. It would spin around, all the prongs seemed to to be holding the diamond in so I didn’t make a fuss or send it back. This past summer it became increasingly loose, and it actually fell out! I thought I lost it-so I reached out to get it replaced. They wanted to charge me over 500.00 to replace the diamond and reset it. I ended up miraculously finding the diamond in my car when I was cleaning it out so I sent it in to try to salvage and save my wedding ring. Quote came back at over 300.00!!! This ring cost 500.00 when we purchased it. I was charged 75.00 3 years ago to reset and solder. How can it cost 300.00 to reset it with existing stone? I questioned them on this and was told the prong needed to be rebuilt. Again, on a 500 ring how can repairing 1 prong cost 300? I asked for a break in the cost, and instead of getting any response they sent my ring back to me. I’m honestly horrified that they have gone so downhill in the past 3 years that this is how they are treating customers. I own a business, and this was a great reminder to me how never to treat any customer.
Diamond Nexus
Date: 01/03/2025
Hello *****, we are happy to repair your jewelry at any time. When the invoice for repairs remains unpaid and past due, we provide reships to customers until they are ready to move forward. You are welcome to contact our ************* team for further assistance at any time.Review fromTiffany D
Date: 11/12/2024
1 starOriginal engagement ring purchased in July 2009, serviced a few times prior to this most recent repair of a broken prong. Ring sent back, $280 worth of repairs and for some reason original stone was replaced, upon receipt of the ring I realized it was the incorrect *************** Original stone cushion cut 2.01 carat & received 1.5 carat round cut. Sent back, received ring back and does not match up to matching band. Very upset with customer service for no apologies or compensation for my 15 year old stone that held great sentimental value to our marriage.Review fromshane c
Date: 11/07/2024
2 starsPurchased a ring in July 2024 for about $1200.00. This ring looks like something I could have bought on ****** for about $40. The first ring they sent the stone was extremely cloudy, so we returned it and received another ring. This ring is pretty from a distance but if anyone looks closely at it, I'm embarrassed at the quality. It does not feel or look like white gold, it feels like a lightweight metal. Extremely disappointing!Review fromEric N
Date: 10/22/2024
1 starHorrible customer service. I ordered a $1500 ring for my wife. *** lost the package during shipment. I called diamond nexus and they said there is nothing they can do. I had to make the claim with ups myself which took another week. After the claim was accepted by *** I called customer service again and they said they can’t do anything till they get the refund from ***. It’s been 26 days since I’ve ordered and 14 days since the package was lost and I’ve gotten nothing from Diamond Nexus. Never have I dealt with a company that puts it all on the customer to rectify a non delivered package.Review fromLeanne F
Date: 10/01/2024
1 starLeanne F
Date: 10/01/2024
Terrible. This jewelry is worthless!!! It holds no value and should not be an investment piece. Even the pawn shops will not take it. Nothing about it is real.Diamond Nexus
Date: 10/02/2024
Hello ******, We're surprised by this feedback. Please give our ************* Team a call at ************ if you need assistance.Review fromFaith B
Date: 08/26/2024
1 starI purchased a pair of sterling silver hoops which started to turn black the third time I wore them. On their website, they also had the same complaint from other customers who purchased these earrings. A woman in customer service said theyd fix them, but Id have to pay for the repair. I asked her why Im financially responsible to fix defective earrings. She promised to email me a return kit, but did not keep her word. If you were considering buying anything from this company, run fast and run far away. Their merchandise is faulty and their customer service is worse. Truth is, we can all do better elsewhere.Review fromJ. K
Date: 08/07/2024
1 starBogus promises from Diamond Nexus. Don't fall for it! They will not honor their written agreements and will change the guidelines on a dime. I tried to upgrade a bracelet that I purchased 2-yrs ago, and the return policy i received with my purchase, they no longer honor because they aren't making a profit on my upgrade request. The item i want to buy is on sale and is still 50% more than the item i currently possess. My return policy only states that my new purchase has to be 50% more than the item I'm returning. DN says I have to buy the new item at the retail price, which is 500% more than my teade-in because they are not making enough profit on my teade-in. Instead, they want me to keep my existing bracelet and purchase a new one at the sale price. This is insane and I'm insulted that a reputable company would suggest this as a compromise.Review fromMeg L
Date: 07/10/2024
1 starIn less than one year of owning a ring, 3 separate stones have fallen off. The ring has never been through any significant trauma/unusual wear and tear. Upon researching all the other reviews, they all suggested NOT shipping it back to them to have it fixed due to never having it returned, random extra charges, and all kinds of other horror stories. Disappointed and would never recommend to anyone elseReview fromSJ J
Date: 06/17/2024
1 starSJ J
Date: 06/17/2024
Customer service is a joke. I’ve been waiting for 3 days not to speak to a supervisor and no one has called me. I have used them since 2019 and they never used to be this bad. They overcharged me for my last service of getting my wedding band soldered together and then when they sent my wedding ring back…DIDNT EVEN FIT ON MY FINGER. I called and asked them if having 3 rings would make a size 4 fit too tight and they said yes so I asked them to fit it to a size 4.25 and knock the metal at the bottom of the ring (like they did with my last soldering) and NONE of that was communicated so now they are tryin to make this my fault and have ME pay EVEN MORE money to fix the size and to fix the uneven wedding band. I cannot believe how much disrespect they have for their customers. This is ridiculous. I can’t wear my beautiful wedding ring and no one will contact me from there. I have no idea what to doDiamond Nexus
Date: 06/18/2024
Thank you for sharing your feedback with us. We sincerely apologize for the inconvenience and frustration you have experienced with our service. Your loyalty since 2019 means a lot to us, and we regret that your recent experience did not meet your expectations.We understand the importance of your wedding ring and the distress caused by the issues with the fit and soldering. It is our priority to address your concerns and rectify the situation promptly.First and foremost, we apologize for the delay in our response and any miscommunication regarding your request. We take full responsibility for any misunderstanding and assure you that we are committed to making things right.To resolve this matter, we would like to:Re-evaluate the Fit: We will ensure that your wedding ring fits comfortably as requested. We will inspect your ring to confirm it was properly sized to 4.25 and ensure that the metal work is consistent with your previous experience. Any necessary services will be covered at no cost to achieve this resolution. Improve Communication: We will ensure you are kept informed throughout the process.Please accept our deepest apologies for the inconvenience this has caused. We value your trust and are dedicated to providing you with the quality service you deserve. Our customer service team will reach out to you shortly to arrange the necessary adjustments and ensure your complete satisfaction.Thank you for your patience and understanding.
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