62 Customer Reviews
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Review from Meg L
1 star07/10/2024
In 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 from SJ J
1 star06/17/2024
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 do
Diamond Nexus Response
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.Review from Carole D
1 star05/24/2024
Diamond Nexus customer service is terrible. I had to call three times as no one was returning my call; someone was on lunch and would call me back, or he wasn't in until later etc, so I had to keep chasing for a week!My tennis bracelet has a prong that is too high and catches on everything. Diamond Nexus would only pay for uninsured shipping, which is useless on a $2000 bracelet. They would decide if it was in need of repair and I would have to pay for this and then for them to ship it back to me. It's a shame as their jewelry is nice, I won't be ordering from them again due to their terrible customer service.Review from Cian C
1 star05/10/2024
BEWARE scam artists. Purchased a wedding ring back in 2011. The "stone" began to cloud up. In 2024 we took the ring to jeweler for cleaning who said this isn't a man made diamond nor is it even cubic zirconia! I found my receipt and I called Diamond Nexus in regards to this was told that at that time Diamond Nexus didn't even sell man made diamonds at that time and that his was some artificial "simulant" even though all the marketing eluded to how much better their MAN MADE DIAMONDS were. How they were in disguisable from natural diamond except in it's perfection. They sent me a lump of clear ceramic garbage that has turned all hazy and can't be cleaned.Then they have audacity to offer to upgrade my stone with one of their "new" man made diamonds. Like I'm going to give more money to a group that took something that was meant to be special and forever and made a mockery of it.They have changed names once already (formerly: diamond nexus labs) probably to avoid their bad press and continue shady practices. Please please please do not get a stone from them if you value your significant other.One good point out of this that the gold ring is nice. For those that have purchased anything from them prior to 2023 please note that I was told by their rep that they didn't even start selling man made diamonds UNTIL 2023. So those of you talking about your diamonds from prior to 2023 have been dupped. Sorry.Review from Angela D
5 stars04/17/2024
I have had wonderful experiences with diamond Nexus over the years. I received my first product, an alternative diamond necklace, about 13 years ago. I wear this necklace ALL the time, even to bed most nights. I’ve had multiple people believe it was a real diamond from looking at it with the naked eye due to the clarity, color and sparkle! I have replaced the chain once, otherwise I have had no issues! I lbought my first pair of 1 Ct diamond alternative earrings about 5 years ago. Again, everyone assumed they were real based on how fabulous they looked! After believing my earrings to be lost (the safe place I put them was too safe for me to recall!) I contacted Missy again and ordered the lab grown 1 Ct earrings I now wear everyday! I can’t believe how much they look like the real things! Again, I never take these out, except to clean. I thought my first set were sparkly but the lab grown is a step up and really worth the extra money. I truly feel that their products are a great value for the price! I can’t imagine going without my necklace or earrings! And I must say that my customer service representative, Missy, has gone above and beyond to ensure my satisfaction with the products I have received over the years. Thank you!!Review from Jennifer G
1 star03/28/2024
This company definitely has false advertising. My husband ordered a necklace and earring set that in the picture is orange but when it arrived it was lemon yellow. We called and sent a picture and the customer service person said wow that is definitely not right and had us send it back. We reordered and once again, it was yellow, not orange. They are claiming it is color changing but that is a dramatic change. We were so furious we sent that back and they will only give store credit on the jewelry, not even the shipping and will not refund. My husband is now forced to order a different color and repay shipping. They need to stop the enhancements on their pictures. To add to my anger, I sent my rings in to be resized and they are giving me a quote of over ***** because of the resizing and "damaged" stones which are supposed to have a lifetime guarantee. Ik guessingnthey are sliding charges under the rug as labor and claiming the product is free but there is no disclaimer on the insert from my rings to indicate that so once again, false advertising. They are also taking their sweet old time to give me a proper resizing quote and yes....we do check our spam folder so I don't want an excuse from them on that.Diamond Nexus Response
04/02/2024
Hello ********, We're sorry to hear you were not happy with our Hues Gemstones. The color change effect is desirable to most, but we understand it may not suit everyone's tastes. Regarding your questions about your account, please contact our ************* Team for more information.Review from Arby B
1 star03/21/2024
Won't tell me where my ring is. I have made seven phone calls totaling 3 hours, I have sent numerous emails to no avail. I returned a ring to them and watch the tracking and it was delivered to them on May 5th but they won't tell me where it is or when I will get it. Businesses just don't do business that wayDiamond Nexus Response
03/25/2024
Hello ****, We're sorry to hear you had this experience. Please check your spam folders for the email that was sent to you on March 8th regarding *********** request. If you need further assistance, please contact your ************* Team.Review from Russell R
5 stars02/22/2024
I want to thank Tanya ******** who went above and beyond in sorting out why I had not received my merchandise in over a month and a half. She told me what she was going to do to resolve my issue and she made it happen. Kudos to Tanya.Review from Joy H
2 stars02/12/2024
They never answer their phone, emails or messages via ********* I have been trying to cancel an order for 4 days and can not get ahold of anyone at the company. Their business operations seem to be a mess.Diamond Nexus Response
03/25/2024
Hello ***, We're sorry to hear you had this experience. Our office hours are Monday-Friday 8am-6pm CST, and Saturday 8am-4pm. If you need assistance outside our standard business hours, please do not hesitate to reach out by email, or on our website. -Diamond Nexus *************Review from Bradley C
1 star01/19/2024
The item I ordered was expected to deliver by January 12th. I had spoken with a customer service rep on the 9th to confirm the shipping information, and then I received a notice the next day on the 10th that the ring was still being processed. I called the next week, on the 16th, and was told by a different customer service rep that the ring was in a quality check and it would ship on the 17th and be delivered by the 19th. I've still yet to hear anything. Now I've spoken with a customer service on the 19th and they said the ring is still being manufactured with the Jewler. There is no consistency with this company and the information they provide to customers regarding their orders.
Customer Review Rating
2.73/5stars
Average of 62 Customer Reviews
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