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Diamonds International

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Phone: (800) 515-3935 Fax: (212) 764-2302 View Additional Phone Numbers 38 West 48th Street  4th Floor, New York, NY 10036 http://www.shopdi.com

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BBB Accreditation

This business is not BBB accredited.

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Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that lowered the rating for Diamonds International include:

  • Business has failed to resolve underlying cause(s) of a pattern of complaints

Factors that raised the rating for Diamonds International include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 117 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

117 complaints closed with BBB in last 3 years | 34 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 33
Billing/Collection Issues 1
Delivery Issues 0
Guarantee/Warranty Issues 10
Problems with Product/Service 73
Total Closed Complaints 117

Additional Complaint Information

BBB files indicate a pattern of complaint concerning jewelry purchased from a Diamonds International (DI) location while on a vacation or cruise. Consumers are complaining to the BBB alleging issues with flawed or inferior merchandise. Several consumers report that the jewelry that they bought is defective, with diamonds falling out after just several wears. Many consumers report that the results of an independent appraisal from local gemologist for the jewelry they purchased from DI is much lower than what they were told at the time of purchase. In a few cases, the difference in the independent appraisal is several thousands of dollars less than what was paid for the DI merchandise. Consumers seeking a refund claim they encounter a lot of difficulty in receiving a response from DI. In some cases consumers report that DI is only offering them partial credit for the merchandise. At the time of purchase many consumers say they are told by DI representatives that if for any reason they are not satisfied with the product, they can return it for a refund within 30 day of the purchase for a full refund.

BBB has contacted Diamonds International about the aforementioned issues. The company told BBB that they are seeking to improve.

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Diamonds International
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

top
BBB file opened: August 24, 2004 Business started: 01/06/1991 Business incorporated: 06/18/1991 in NY
Type of Entity

Corporation

Business Management
Mr. Albert Gad, President
Contact Information
Principal: Mr. Albert Gad, President
Business Category

JEWELERS-RETAIL DIAMONDS


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Additional Phone Numbers

  • (212) 764-6900(Phone)
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Complaint Detail(s)

12/26/2014 Problems with Product/Service
12/22/2014 Problems with Product/Service | Complaint Details Unavailable
11/15/2014 Problems with Product/Service
10/27/2014 Advertising/Sales Issues | Complaint Details Unavailable
9/9/2014 Problems with Product/Service | Complaint Details Unavailable
8/26/2014 Guarantee/Warranty Issues | Complaint Details Unavailable
8/12/2014 Problems with Product/Service | Complaint Details Unavailable
8/8/2014 Problems with Product/Service | Complaint Details Unavailable
8/5/2014 Advertising/Sales Issues | Complaint Details Unavailable
7/28/2014 Advertising/Sales Issues | Complaint Details Unavailable
7/21/2014 Problems with Product/Service | Complaint Details Unavailable
7/3/2014 Problems with Product/Service | Complaint Details Unavailable
7/1/2014 Problems with Product/Service | Complaint Details Unavailable
6/23/2014 Problems with Product/Service | Complaint Details Unavailable
6/20/2014 Problems with Product/Service | Complaint Details Unavailable
6/4/2014 Problems with Product/Service | Complaint Details Unavailable
5/28/2014 Advertising/Sales Issues | Complaint Details Unavailable
5/20/2014 Advertising/Sales Issues | Complaint Details Unavailable
4/24/2014 Guarantee/Warranty Issues | Complaint Details Unavailable
4/18/2014 Problems with Product/Service | Complaint Details Unavailable
4/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a diamond ring in June 2011 from Diamond's International (DI) in Nassau Bahamas and have had diamonds falling out of it since I purchased it. The setting is faulty in the ring and this keeps happening. I took the ring back to DI's New York Office for repair in August 2011. Di New York replaced one diamond that fell out in August 2011 (DI claim number ****. I had an issue again the following year with another diamond falling out in April 2012. I asked DI New York at that time to reset the diamonds in an entirely NEW setting as obviously the original setting was faulty as diamonds continued to fall out. Instead they reset the diamond that fell out in the original setting and said they secured the other diamonds (which were also loose!). Had they reset the diamonds in a new setting as I asked in April 2012, I would not be in situation I am now with another diamond falling out in March 2014. Now they want to charge me for replacing the lost diamond and resetting it. This ring has been problematic since I purchased it. Obviously there is an issue with the original setting and now DI New York will do nothing to make good on their inferior merchandise.

Desired Settlement: I would like the setting on the ring replaced as I asked in April 2012. I would like a replacement diamond reset in the new setting and I would like DI to stand behind their merchandise!

Business Response: Good Morning,

Attached you will find our response to **** **********'s complaint. The customer has signed an agreement to allow us to replace her missing diamond at no charge, which we offered as a courtesy as the customer is out of warranty from her previous repair by 2 years. All the supporting documents have been included. We've also extended the customer's warranty to 60 days and will be sure to inspect her ring and re-secure her prongs before the item is returned to her.

Thank you,
********

Consumer Response: 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 and the matter has been resolved.

Sincerely,

************



 

4/12/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On March **, 2014 my husband and I purchased a loose diamond from Diamonds International while on a Princess Cruise at the Cozumel location. I traded in the diamond in my engagement ring and had it replaced with the loose diamond purchased. We were given a price of 39,200 for the loose stone and a trade in value of 7,000 for my stone. We put 5,000 on a Visa card that day and opened a Diamonds International Charge for the remaining balance of 27,200. We were assured by the ******* at DI that this was an excellent price for this stone, as they were a direct buyer, and had no "middle men" involved. This was also reiterated by the Princess Cruise Expert Shopper that we had been given a presentation by on our cruise ship. It was not until I arrived home on March 9th that I discovered by looking up like diamonds from retailers on the internet, that I had been charged DOUBLE the fair market value for the stone I purchased. I have the GIA report for the diamond I purchased and located twenty one stones from several reputable companies that were the same color, clarity, cut, polish, symmetry for half the price I paid. I immediately contacted the store ******* in Cozumel and the sales person I dealt with, both of which assured me that this must be a mistake, and if it was that customer service would take care of it. My sales person sent me an email that stated since this was being turned over to customer service, that she could no longer discuss it with me. I received a claim form and promptly filled it out and returned it to DI and was informed that I would be contacted within three days. On the third day I was contacted and told that they would look into my complaint and get back to me. I was contacted a couple days later and told that as a resolution to my problem, they would return my trade in diamond. I responded that would be unacceptable, as that would only mean that instead of paying 39,200 I was paying 32,200 for a stone that was was worth between 20,000 and 25,000. I found a virtual twin to my diamond, as far as the GIA reports, and sent them the report, as well as the GIA report numbers for the diamond I purchased as well as the 21 other stones I had located. Because this was a GIA stone, the customer service representative waived the appraisal by an independent appraiser. I asked that they either return my stone that I traded in and give me credit for 6,424 on the DI charge account or option two , to keep my trade in stone and reduce my balance on the DI charge card to 13,776. Either of these two options resulted in me paying the highest retail value for a like stone that I could find anywhere which was 25,776, and a larger ct. weight, 2.60 vs. the stone I purchased which is 2.22 ct. (please keep in mind that the virtual twin to the stone I purchased was 19,049.) That is like giving them 6,000 right there. I am no longer interested in getting the "fabulous" deal that was offered, only to walk away without paying an outrageous price for something I could clearly buy here in the US for half the price. DI refused both my resolutions and then offered me either my original stone back and 2,200 credit on DI card, or DI to keep my trade in and give me 10,200 credit on DI card. I have now signed an agreement letter that states they will issue that partial refund within 5 days. This whole ordeal now results in me paying at least several thousand more than the diamond is worth, plus getting zero dollars for my 1.73 ct. trade in diamond. At best, not a great deal.. but after the horror stories I have read on your site, as well as cruise critic and trip advisor, as well as others, I may be one of the lucky ones.... Someone needs to stop these people!! Of course, if I had done all this due diligence before I walked in the store, I would have never purchased the stone. However, that does not negate the fact that DI is using fraudulent sales tactics by unethical sales people. I was never told that there was a third party bank involved in the DI credit card issued to me until I began this negotiation, and then I was informed that I made the purchase from DI, but the payment agreement is with "the bank". I was trying to get DI to include my remaining balance due after the credit was applied on the offer letter to me, which was "impossible" because DI is not "the bank".

Desired Settlement: I am awaiting a confirmation of the partial refund on the DI account in the amount of 10,200 . This would only be a fair resolution to the problem, if my original stone were to be returned to me. However, I don't for one moment believe that DI would actually send me my original stone. I can't trust anything they say or do.

Consumer Response: ****************

I have reviewed the response made by the business in reference to complaint ID **********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,
*********



 

3/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The necklace has been appraised independently and is not as advertised. DI said the clarity was SI1-SI3 and my appraisal lists it as I1 therefore degrading the representation and cost of the necklace. I feel that DI misrepresents their merchandise and practically bullies their ccustomers into buying their jewelry. I feel thje cruise lines should warn people of this practice rather than encouraging them to buy from DI. DI refuses to take back the necklace and I feel I have been scammed.

Desired Settlement: I would like to return for refund a necklace purchased in Roatan on December *, 2013.

Consumer Response: 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 and the matter has been resolved.

Sincerely,

******* ******



 

3/28/2014 Problems with Product/Service | Complaint Details Unavailable
3/28/2014 Guarantee/Warranty Issues | Complaint Details Unavailable
3/26/2014 Problems with Product/Service | Complaint Details Unavailable
3/25/2014 Problems with Product/Service | Complaint Details Unavailable
3/17/2014 Problems with Product/Service | Complaint Details Unavailable
3/6/2014 Problems with Product/Service | Complaint Details Unavailable
2/27/2014 Guarantee/Warranty Issues | Complaint Details Unavailable
2/27/2014 Problems with Product/Service | Complaint Details Unavailable
2/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought some jewelery from Dimands international on severial islands on our cruise I put a deposit on a bracelet in St. Thomas that I would like back due to the fact that the articles I bought and had appraised did not appraise to be what they said they were here is a copy of the E-mail sent to carnival.Dimonds international is telling me I can get a store credit for my 830.00 or they will charge me 410.00 (10%) of the whole price of the bracelet. (why would I want a store credit at a place that ripped me off).Hi, I was told to contact ****** by our shopping specialist on the last cruise that we were on, ******** **** on the Liberty. We took a 2 week back to back cruise from Nov. ** through Dec. ***. While on the islands we bought some jewelry. I bought a loose tanzenite stone, a tanzenite ring and we put on layaway a 19.1ct tanzenite bracelet. The problem is, the loose stone that I bought was a 1.04 t.c.w. and had it set in a ring. This was bought in Honduras on 12/**. When I went to my jeweler (which is a certified gemologist), he asked for the paperwork so that he could give me a correct appraisal, I gave it to him and he told me that the stone was only worth $250.00. I paid $364.00 for the stone. The next problem is, the ring that I bought I paid $440.00 for, and once again, the jeweler told me that it was not worth that and it is not even worth having it insured. It is set in sterling silver and not gold. I bought that in Grand Cayman.The last and most important problem is, we put a 19.1ct tanzenite bracelet on layaway in St. Thomas because we could not get the financing. The bracelet cost $4100.00. We charged $830.00 to my husbands credit card, with the hopes of paying it off in the 3 months like they stated. Once again, upon talking to the jeweler about this one, he said we need to cancel it because it was not worth that kind of money, especially because it is set in sterling silver and not gold. He told me that he could make me anything that I wanted (for the bracelet) with the same kind of stones (tanzenite) weighing the same cts in white or yellow gold for about 1/*to 2/**of the price that Diamonds International is charging for the bracelet set in sterling silver. We have bought jewelry previously on other cruises, thought nothing of it because we thought we received a good deal, but now I am really starting to wonder. I would like to get out deposit back on the bracelet because there is a lot more than we can do with the $4100 than pay for a bracelet that is not worth it. I dont know what you can do on the other items that I listed. We thought that we were getting a good deal, but it turned out not to be. I would appreciate all the help that you can give me in this situation. I have attached copies of all the receipts for the above items. Thank you in advance for your help in this matter. *******************

Desired Settlement: I would like my entire deposit back as I feel that they our using deceptive practices

Business Response: Please find attached the response for the complaint filed by customer Yandel.

 
Thank you,
********

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ***********and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 

 

From: *********** [*******]
Sent: Friday, January ***, 2014 9:02 PM
To: Complaints
Subject: RE: You have a new message from the New York BBB. Complaint # *******

 

No where on there paper work does it say any thing about 10% restocking fee. Even if this was the case then my purchase to date is $830.00. 10% of that is $83.00 dollars not $410.00, so my return should be $747.00.

Thank you

Sent from Yahoo Mail for iPhone

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

*****************




 

Business Response: Please find attached the response to customer's complaint, which includes an agreement letter sent to him earlier today for a refund as per his request.

**********

1/15/2014 Problems with Product/Service | Complaint Details Unavailable
12/27/2013 Problems with Product/Service | Complaint Details Unavailable
11/7/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: n Alaska on 08/**/13 The $75,000.00 is on 2 credit cards and a promissory note to Diamonds International. I was told that Royal Caribbean cruse line had an agreement with the shops that they recommend of a 60 day no questions ask return policy. I had the diamond appraised and it came up lacking I want to return all 3 peaces 4/** K diamond $69,440.00 and a Tanzanite bracelet $3,060.00 and a yellow gold diamond ring $2,500.00 total of $75,000.00 How can we make this happen? Thanks ***** ****

Desired Settlement: I emailed this to Diamonds International customer service Attn: ***** a last week. Diamonds International customer service Attn: ***** ###-###-#### *** **** ***************** ***** ***** * ** *** **** *** ******* ***** *** ******** *** ***** ###-###-#### Email ************************* If it will help settle this I will keep the Tanzanite bracelet for $3,060.00 and a yellow gold diamond ring for $2,500.00 and you take the diamond back and give me credit in the amount ($69,440.00)

Business Response: To Whom It May Concern:

The following is a response to a BBB inquiry filed by customer ***** ****. *** **** first contacted our customer service department on  8/**/13, concerning a purchase  he made on 8/**/13 from our Ketchikan location. *** **** claimed that he was unhappy with the Crown of Light Diamond he had purchased and therefore is asking for a credit.

It was explained by a customer service representative to ***  **** according to Diamonds International Terms and Conditions that is clearly stated on our sales receipt and which the customer signed and agreed to, no refunds will be issued due to "buyer's remorse" or value discrepancies.

Diamonds International will only issue refunds if the merchandise is appraised within 30 days of th. e purchase by an independent certified gemologist/ appraiser who does not buy or sell gems or jewelry and whose sole business are appraisals. If the appraisal report indicates that the color and clarity differsnegatively by two grades or more, Diamonds International will offer a money back guarantee after receipt of the item in its original condition.

The customer failed to provide us with an independent appraisal stating that the merchandise was appraisedat two grades or more  in color  and  clarity,  therefore  *** **** is not entitled to a refund for the purchase.

In the interest of good customer relations the customer was offered to choose: Please see attachment that was emailed to customer on 9/**/13, as a resolution to his/her claim:

Diamonds International is  not in possession of the merchandise in question. All  the necessary paperwork has been enclosed for your review. Please feel free to contact me at ###-###-####. Thank you in advance for your tmderstanding.

Sincerely,





Dear ***** ****,

I have received and reviewed your email below. Please be informed that Diamonds International is a retailer and not affiliated with any appraisers or labs. I have recommended Savoie Fine Jewelry Appraisers & Consultants because he is knowledgeable and has correct guidelines in evaluating Crown of Light Diamonds. He is also the closest gemologist in your area.

A Crown of Light is a patented diamond cut, designed to return considerably more light out of the crown than the traditiona l brilliant cut. DiamondsInternational recommends that you have your diamond appraised by an approved independent appraiser which is knowledgeable with the Crown of Light diamond cut as it is a very high quality diamond with lots of brilliance. Most jewelers or gemologists do not know how to appraise the Crown of Light diamond, as their a pproach is to assign an appraised value based on the traditional brilliant cut diamond proportions. This of course destroys the brand value of the gem and it is the wrong approach to a Crown of Light diamond appraisal.

The proper approach is to grade for color and clarity, than to check the proportions against the specifications of the patent. Then determine value by researching the current market values of diamonds of the same wei ght, color and clarity. To this value then apply the appropriate percentage markup for the Crown of Light brand. This gives you a fair replacement value and it is the correct approach to the appraisal because in case of a loss there is only one source for your insurance company to replace your crown of light diamond. Most jewelers or gemologists which are not familiar with this diamond cut will provide an inaccurate appraisal which can be as much as 50% less than the actual replacement value.

Please ensure that the appraiser you choose confirms they are part of an independent gemological laboratory or an independent graduate gemologist which is not affiliated with a jewelry retailer in anyway. Please let me know which gemologist you would like to work with and Iwill send you a FedEx label with insurance on full value. Also Diamonds

International will reimburse you for the evaluation report in a form of check after received the statement.

We apologize for a ny inconvenience this incident may have caused. We would suggest for you to contact one of these organizations listed below these are professionally­ trained appraisers knowledgeable with the Crown of Light brand.

 

*** ******
******* ********** * *** ******* ** * ****** ***** ********** ** *****


 
********* *** **** **** * ***** ******** ******* ********************* * **** ** ***** ** *** ******* ********* **** * ****** * ********* **** ** * ********** ** ********************* ** ******* ********** ** * **** ********* ********** ** *******  *********** *** **** *** * *** ********** * ******* **** ** ****  * ******** ******* ********* ***** ****       **** ************ ***** **** ** ** ****** *** *** * ********* **** ********* *** *** ****** ** **** ****** ** *** *** ********* *** ******** **** ********** ****** **** **** *** ******* ** ******* *** *** ****** ** ******** ** *** *** ***** *** ********** ** **** ******** *** ******** ********* **** ** ************* ********** ************ ** **** **** ****** ** ********* **** *** **** ** **** *** ** *********** ********* **** ********** ********** *** *********** ***** *** ******** ************* **** ******* ***** ***** *** ***** *** ****** ******** ****** **** ******* **********  * *********** ****** ************ * *** * ************ *** ***** ********* **** ** ********* ** ***** ***************** **** * *** *** ******* ********* **** ** *** *********  * ******** *** ********** **** **** ** ******* ******* **** *** ******* ******* * **** **** ***** ******* ** ****** ****** ** *** *** ***** ******* **** ** *** ** ******* ** ** **** **** ****** **** ***** **** *** ********* ******** *** ********* * ** *** ****** **** ******* **** *** ******* ** *** *** **** *** ******* **** *** **** ** ****** ** *** * ***** ************ ****** *** **** ****** ******** ** **** *******

Business Response: Dear ***** **** :

This ls in reference to your complaint against DiamondsInternational. Your complaint was assigned ID #*******.

The business has sent the BBB a response regarding this complaint, which is below or attached.  Please respond to this message electronically or by written correspondence within 6 days.

If we do not hear back from you within that time, we will assume the case is resolved. Your statement of your complaint [and your final response to any replies from the business] may be made public in the BBB Business Review for this business on **************** **** Please be careful to make statements that are correct and not likely to create liability for you when they are published.

 
 











***** ****'s Final Response

 

Do not go to Diamonds International!

 
Diamonds International will hard sale you into buying something that is worth 30% of what you pay for it. There is no return or refund policy. The New York office will not answer or return calls. Stay away for Diamonds International. Pricing on their diamonds are WAY overpriced. I purchased a 4 carat Crown Of Light's diamond and fell for the slick marketing pitch (i.e., patented one-of-a-kind cut diamond, 90 facets for brilliance and sparkle.

I had a professional appraiser look at it, who basically said he couldn't appraise it lower even though he knew it wasn't worth one third of what we paid for it, because there is nothing to compare it to. You have to go to Diamonds International and ask them what it is worth!

I can buy a 5 carat diamond with better color & clarity with less flows and it appears to be twice as large for $20,000.00 less. If I paid the same amount for a conventional round cut, with top line CCCCs, we would have had a much nicer, bigger and more brilliant ring at % the price.

Diamonds International will only accept an appraiser that they recommend and then the appraiser that they recommend will call Diamonds International and ask what value they should put on their diamond!

I have learned the problem with Crown Of Light's diamonds is they are cut with too much of a base and sure there are a lot more facets on the surface, but given the unconventionally longer depth, a lot of the light just gets swallowed up and thus you get a dull and even darkish diamond and a 4 carat looks like a 3 carat. You can check this yourself if you do the homework. BOTTOM LINE: DO NOT BUY Crown Of Lights diamonds and if you are going to buy diamonds make sure you are armed with comparables, because they will try hard to sell you

something at twice what you would reasonably pay at any reputable jeweler.

Consumer Response:

At this time, I have been contacted directly by Diamonds International regarding complaint ID *******, however my complaint has NOT been resolved because:



My complaint with Diamonds International has been resolved. I received the following letter from ***** of Diamonds International with a refund offer of $12,000.00 which I accepted. When I receive the $12,000.00 refund, my dispute with Diamonds International will have been resolved. 

Sincerely,
***** ****

As per your email request on ********, Diamonds International will issue partial refund for you, in the amount of $12,000.00. Once the transaction is completed, we will consider this partial refund as a resolution to your claim. Please sign this letter of authorization by **/*/13 and fax it back to meat *************** receipt of your signature and credit card number, I will refund your credit card in the amount of $12,000.00 and consider this matter resolved. Usually the process takes 14 days.
For our records, please confirm that we have the correct spelling of your first and last name and address and if not, please make the necessary changes. Should you have any further inquiries, please contact me at ************** *****
Thank you,
_************************                  ******************************* ********** *********                                                  ****** **** ****** * ********** ****

Sincerely,

 

10/30/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: While on a Royal Caribbean cruise, docked in Cosumel, Mexico on Sept ****, 2013, I purchased a loose 1.03 carat emerald cut diamond and setting for $6019.00 from Diamond International in Cosumel, Mexico, and was given an appraisal that stated the carat size of the loose diamond (1.03), color (N) and clarity (VVS2), I got the same for the setting. At the store, the diamond and setting looked great. Upon inspection of the diamond once back on the ship, we noticed it was yellowish, and became concerned about the actual quality. I was not sure if the appraisal I got from Diamond International was correct so as soon as I got back home, I brought the loose diamond and setting to an Independent Certified Gemologist in my area for an appraisal. Lo, not only was the color grade two grades lower than represented, but the setting was the wrong type and could not be set as the setting was made for a round diamond!. I contacted Diamonds International and Royal Media and opened a claim requesting a return and a full refund, requesting a full name and address to return the merchandise to. I asked this several times to both Royal Media and Diamonds International, and they continued to blatantly ignore my request. I emailed the Gemologists appraisal following all their policies and procedures in putting in the claim (Royal Media - Claim Number: ************** (Diamonds International claim Number: **********) - Flaminis. They apologized and verbally agreed to refund my money as stipulated in there contract. however sent me numerous emails contrary to that, placating me trying to get away with not refunding me (I have serval emails with them both back and forth for the last two weeks) They eventually as of yesterday, proceeded to offer me a $1050 partial refund saying that the diamond is fine and i got a good buy. I found this to be totally unacceptable and write them back. I then got the same canned apology letter from Royal Media. I feel that this is just going to be a vicious cycle, being dragged out for months, while I still have to pay my DI credit card that I used to pay for the diamond. It has been over two weeks and I'm still fighting with this company to get a full refund and all they do is send back contradicting emails and placate me.

Desired Settlement: I am seeking a full refund of $6019.00 in the form of a check, or, to satisfy the balance on, and to close my Diamonds International credit card, and a full name and mailing address of a person to return the merchandise t19

Business Response: To Whom It May Concern:

The following is a response to the inquiry filed by customer ***** ***********.

*** ********** first contacted our customer service department on September **, 2013, concerning a purchase she made on September **, 2013 from our Cozumel location. She was unhappy with the color of the diamond she had purchased and therefore is asking for a full refund.

It was explained by a customer service representative to *** ********** that Diamonds International will only issue refunds if the pieces are appraised within 30 days of the purchase by an independent certified gemologist/appraiser who does not buy or sell gems or jewelry and whose sole business are appraisals. For diamond purchases with an International Gemological certificate, we will only accept an appraisal based on a certificate from one of the following accredited international laboratories.

If the appraisal report  indicates  that the  color and clarity differs negatively by two  grades  or more, Diamonds International will offer a money back guarantee after receipt of the item in its original condition.

*** ********** provided an appraisal following the specifications and the results have a discrepancy by
more than one grade in color.

In the interest of good customer relations the customer was offered to choose one of the following options as a resolution to her claim:

• The replacement of the head of the ring to fit/set the center stone of the ring, with a partial refund of $1350.00 and a gift certificate of $150.00
• A full refund of the purchase for $6,000.00 plus to cover the appraising expenses .

*** *********** signed an authorization letter and chose a full refund as a resolution to her claim.

Diamonds   International   is  not  in  possession   of  the   merchandise   in  question;  we  are making the
arrangements to receive the ring in our head offices.

All the necessary papenvork has been enclosed for your review. Please feel free to contact me at ###-###-#### Ext. **** Thank you in advance for your understanding.
Sincerely,

8/30/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a diamond ring in Feb 2012 in Cozumel Mexico on a Carnival Cruise at the Diamonds International store there. I was given a warranty stating that I had 5 Diamonds and the value was 1250.00 US Dollars. I financed the ring and returned home very happy until a diamond fell out 8 days after purchase. I returned the ring and they repaired the ring. After wearing the ring for 2 more weeks yet another stone fell out. I sent it back and they repaired the ring but when the ring was returned the stones looked different. I had the stone included in the package the second time I sent it back. Approximately 8 months after my original purchase I went to a nation wide store local to get an estimate for the ring and was told the 3 largest of the 5 stones were Moisentie not diamonds. The estimated value of the ring was 200.00 US dollars. After contacting them again regarding the matter I was asked for proof. I sent the estimate to them and over 6 months later we were asked to send in ring. At this point the ring had the largest stone fall out due to the prong breaking. I sent the ring back again after completely paying the ring off. I was then informed that the diamonds were real and if we wanted the ring fixed it would be 380.00 US dollars to replace the stone. It has now been 1 year and 6 months and I have only been able to wear the ring for a total of 5 weeks, they now have the ring and payment in full.

Desired Settlement: I have sad feeling about the ring I once loved. I wish to receive a full refund including interest.

Business Response: To Whom It May Concern:

The following is a response to a complaint filed by customer ****** **** *****. **** ***** first contacted our customer service department on December  **, 2012, concerning a purchase she made on February **, 2012 from our Cozumel location.
**** ***** claimed that she was unhappy with the repair that was done to the ring in our New York Customer Service Center from dates October **, 2012 to October **, 2012.

**** ***** purchased a 14karat yellow gold diamond ring.  We regret that there was a problem with the merchandise that requires a repair or replacement.  Diamonds International Terms and Conditions guarantees defects reported within 30 days of the repair will be repaired or replaced.  If the defect occurs more than 30 days after the repair, Diamonds International will offer to repair the item at the customer's expense.

**** ***** was not within 30 days of the repair however has been offered to have Diamonds International repair the merchandise at the cost of $308.00.

As a courtesy, in the interest of good customer relations Diamonds International will replace the missing stone at no charge.

The stone replacement letter has been sent to the customer on August **, 2013 via email. We are waiting for **** ***** to send us the signed authorization letter.

Based upon Diamonds International's terms and conditions and the options offered in an effort to resolve the claim, **** ***** is not entitled to a refund for the purchase.

Diamonds International is in possession of the merchandise in question.

All the necessary paperwork has been enclosed for your review. Please feel free to contact me at ###-###-####.

Thank you in advance for your understanding.
Sincerely,
****** **
Customer Service Representative

Consumer Response: 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 and the matter has been resolved.

 
Thank you for your prompt attention to my situation. 

Sincerely,

****** *****



 

8/28/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 3/*/13, while on a cruise and in *** *******, I purchased a 14KT YG emerald/diamond ring and a 14KT WG diamond semi-mount ring. I purchased both rings due to wanting to create an emerald/diamond ring that I loved since I could not find one that was already made that was to my liking. I was told that I had to purchase both rings and then could have the store jeweler switch the emerald from the original ring to the semi-mount ring. The total price paid for all was $2500. On 3/*/13, after wearing the created emerald/diamond semi-mount ring for less than 24 hours I noticed two diamonds missing from the ring. Since we were no longer in that port, I could not return to the store where I made the purchase. Upon returning home from the cruise, I started my attempts at contacting Diamonds International by phone at their headquarters in NY. After weeks of phone messages and emails with two different DI representatives, I finally received authorization to ship the ring to them for repair/replacement of the missing diamonds. I have photos showing the missing diamonds and packaging of the ring prior to shipping. When I received the ring back from DI after repair, upon opening the package, I noticed damage to the emerald (also have photos). I immediately emailed the representative that I had been dealing with explaining my dissatisfaction with the quality of the merchandise and now the new damage to the main stone and requested a full refund for my purchase and for shipping costs that had been incurred. I was told that I could return the ring again for inspection and then they would determine a course of action then and that they can not issue a refund. I am awaiting a report from an independent gemologist stating the damage to the stone. I have all receipts, emails, photos and supporting documents on hand.

Desired Settlement: I would like to return their merchandise to them at their expense, and be issued a full refund of the $2500 I paid for the merchandise and also be refunded $32.64 for shipping costs incurred for the repair that resulted in the additional damage. Total requested reimbursement: $2532.64.

Business Response: To Whom It May Concern:

The following is a response to a charge inquiry filed by customer **** ** *******.
**** ******* first contacted  our customer service department on March  **, 2013, concerning a purchase  she filed on March *, 2013  from our ***** ******* location.

**** ******* purchased a 14 karat white diamond  ring  with  emerald  stone.  Diamonds International Terms and Conditions  guarantees defects reported  within  30 days or purchase  will be repaired or replaced.

**** ******* noticed two missing stones from her ring and we replaced the stones at no charge. When customer received the ring after replacement,  customer claimed  the emerald  was  damage and a gap between  the emerald  and the selling. Customer   requested  a full refund, and   also  to be   refunded   $32.64  for  shipping  costs.

In the interest of good customer relations the customer was offered to choose one of the following options as a resolution to her claim:


• A Store Credit for the full amount of the purchase redeemable at any one of our locations, or through our catalog or our internet website, plus $195.00 in a gift certificate.
• A  replacement of the emerald stone.
• An  evaluation.
• Check for shipping expenses.

**** ******* refused  all options.


Based upon Diamonds International's terms and conditions and the options offered in an effort to resolve the claim, **** ******* is not entitled to a refund for the purchase.


Diamonds International’s not in possession of the merchandise in question.

All the necessary  paperwork has been enclosed for your review. Please feel free to contact me at
###-###-####.

Thank you in advance for your understanding.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

I don't see any new response with this attachment. It appears that this is the same attachment as the last.  

As I have previously noted, I specifically picked out the emerald in dispute, so that it would meet my expectations of what I wanted in an emerald. As Diamonds International wants to replace the emerald, how am I to be confident and assured that it will be an emerald that meets my expectations when I am not able to pick it myself or even see it prior to give my approval?


Sincerely,

**** *******




 

Business Response: To Whom It May Concern:

The following is a response to an inquiry filed by customer **** *******.

When customer received the ring after replacement, customer claimed the Emerald stone was damage and a gap between the Emerald and the setting. Diamonds International only replaced the 2 missing stones and secured the rest of the stones on the semi mount. No work was done to the Emerald stone. Customer requested a full refund, and also to be refunded $32.64 for shipping costs.

So far our customer's claim has been by word of mouth, and never provided any documentation to make her point although the main stone was never worked on. Nevertheless we have tried with different options.

In the interest of good customer relations the customer was offered one of the following options as a resolution to her claim:

A Store Credit for the full amount of the purchase redeemable at any one of our locations, or through our catalog or our internet website, plus $195.00 in a gift certificate and a check for shipping expenses.
A replacement of the Emerald stone plus $200.00 in a partial refund, plus $100.00 in a store credit and a check for shipping expenses.

A Store Credit for the full amount of the purchase redeemable at any one of our locations, or our internet website, plus $ 225.00 in a gift certificate and a check for shipping expenses.
Or an evaluation of the piece in NY.

Based upon Diamonds International's terms and conditions and the options offered in an effort to resolve the claim, **** ******* is not entitled to a refund for the purchase.
Diamonds International is not in possession of the merchandise in question. Please feel free to contact me at ###-###-####.

Thank you in advance for your understanding.


7/31/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Hello, While in Cozumel last month my husband and I purchased a Forevermark diamond at Diamond International. **** the cruise shopping guide, said they were very reputable and with the VIP shopping card we would receive the best price and pay thousands less than in the States. So we were confident that the $25,000 diamond we purchased was what DI said it was. Once we returned to the US we took the diamond in for an appraisal. My stomach flipped when the appraiser told us that the diamond would sell in the states for approximately $16,000($9000 less that what we purchased it for). The appraiser is a graduate gemologist and GIA certified. I contacted Diamond International & spoke to *****. After a run around, for almost 2 weeks, she said they decided to offer us a $5000 refund or the return of my trade-in diamond. Neither was acceptable but she said we only had 4 days to decide or the offer would no longer available. We took the $5000 which was better than nothing but still feel they owe us another $4000. What kind of scam are they running?

Desired Settlement: I would like them to refund me $4000. If that is not agreeable, let me return the diamond for full purchase price & they can return my trade-in diamond.

Business Response:

To Whom It May Concern:

 

Customer ********* ******* contacted our customer service on 2/**/2013 in regards to a purchase she made on 2/**/2013 in our Cozumel, Mexico location. Ms. *******' contacted us due to a valuation discrepancy she obtained from an independent appraiser for her purchase.

 

Diamonds International's terms and conditions which are printed on the reverse side of the receipt clearly state that refunds will not be issued due to "buyer's remorse" or valuation discrepancies.

 

Ms. *******' request is to be refunded $4,000 or be refunded for her purchase. On 2/**/2013 Ms. ******* was offered a partial refund in the amount of $5,000. On 3/**/2013 Ms. ******* signed and accepted the partial refund offer.

 

A partial refund of$5,000 was credited to Ms. ******* DI credit card on 3/**/2013 and the customer was notified. The customer's claim has been closed.

 

Supporting documentation of this has been attached. If you should require any further information please do not hesitate to contact me. I can be reached at ###-###-#### ext ****.

 

Sincerely, *****

Customer  Service Representitive

Consumer Response: Here is the breakdown
$25,000 purchase price for diamond
$16,000 appraisal from certified GIA appraiser
$ 9,000 what I paid over appraisal
- $5,000 refund from Diamond International
$ 4,000 amount I feel is still owed to me
this is how the diamond was paid for:
$25,000 price of diamond
-$ 7,000 diamond I traded in
$18, 000 cash (what I paid on Credit Card)
after 2 weeks of calling them daily they offered the $5000 or to return my trade-in (NOT both)
they told me this was my only choice...
I would have preferred to send them the diamond & have my trade-in returned along with a full refund.
But, that was not an option for me.
I would be happy if they refunded me the $4000 that I overpaid.
,

Business Response: To Whom It May Concern:
 
The following is a response to a charge inquiry filed by customer ******* * ********* *******. Mrs. ********* ******* first contacted our customer service department on 2/**/13, concerning a purchase she and her husband made on 2/**/13 from our Cozumel location. Mrs. ******* claimed that she was unhappy with the merchandise they have purchased and therefore is asking for a credit.
 
It was explained by a customer service representative to according to Mrs. ******* Diamonds International Terms and Conditions that is clearly stated on our sales receipt and which the customer signed and agreed to, no refi.mds will be issued due to "buyer's remorse" or value discrepancies. Diamonds International will only issue refunds if the merchandise is appraised within 30 days of the purchase by an independent certified gemologist/ appraiser who does not buy or sell gems or jewelry and whose sole business are appraisals. For diamond purchases with an International Gemological certificate, we will only accept an appraisal based on a certificate from one of the following accredited internationallaboratories-GIA, AGS, EGL, HRD, or IGI.
 
In the interest of good customer relations the customer was offered to choose one of the following options as a resolution to his/her claim:
 
 
•      A return of her trade-in diamond for the value of $7000.00
•      A partial  refund for the amount of $5,000.00  to be credited to their  charge card.
 
******* ******* signed an authorization letter and chose a partial refund of $5,000.00 as a resolution  to the claim. Exhibit A. Diamonds International is not in possession of the merchandise in question and is not able to offer anything else at this time.
 
All the necessary paperwork has been enclosed for your review. Please feel free to contact me via email or phone.
Sincerely,
*****

7/25/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: ON VACTION I HAD PURCHASED A WATCH FOR MY BROTHER IN LAW AS A GIFT. ONLY PROBLEM WAS THAT ONCE WE HAD SEEN HIM AGAIN TO GIVE HIM THE WATCH HE HAD ALREADY PURCHASED THE SAME WATCH.THE COMPANY HAD TOLD ME THAT EVEN THOUGH THERE IS A NO RETURN POLICY ON THE ITEM THAT I COULD EXCHANGE THE WATCH FOR ANOUTHER WATCH OR BE ISSUED A STORE CREDIT. EVERYTHING TOLD TO ME WAS A LIE. AFTER CONTACTING THEIR CUSTOMER SERVICE DEPARTMENT, THEY SIMPLY CONTINUED TO EXPLAIN THAT ITS MY PROBLEM AND THAT THEY HAVE NOTHING TO DO WITH PURCHASES MADE. THATS NOT EXCEPTABLE! ASIDE FROM ALL OF THAT THE WATCH SOLD TO ME WAS BROKE BY THE HANDLER WHILE RESIZING IT AND WAS ONLY NOTICE ONCE WE HAS STEPPED FOOT BACK IN THE USA.NOW THE COMPANY TELLS ME I HAVE TO CONTACT THE MANUFACTURER. WHY WOULD ANYONE DO BUISNESS WITH THIS COMPLANY AFTER SEEING ALL THE PROBLEMS THEY GIVE TO GOOD CUSTOMERS.THIS WASNT THE FIRST PURCHASE I HAD EVER MADE WITH THIS COMPANY BUT IT IS THE LAST!

Desired Settlement: EXCHANGE THE ITEM AS WAS TOLD I COULD, ISSUE A STORE CREDIT OR REFUND THE MONEY SPENT WITH THIS COMPANY. TRUTH BE TOLD ABOVE ALL THINGS I WANT MY MONEY BACK BECAUSE I DONT EVER WANT TO SPEND A DIME WITH THIS COMPANY AGAIN.

Business Response: To Whom It May Concern:

The following is a response to a BBB complaint filed by customer ****** ******.

*** ****** first contacted our customer service department on July  **** 2013, concerning a purchase he made on July ***  2013 from our *** ****** location.

*** ****** claimed that he was unhappy  with the Auto Wind Analog Bulova Watch, SKU# *******he had purchased because he purchased it as an gift for his brother in law, while his brother in law had already purchased the same watch for himself elsewhere, without customer knowing of this purchase.

In the interest of good customer relations, Diamonds International offered *** ****** a store credit in the amount of $742.00usd, for the return of the Auto Analog Bulova Watch, SKU# *******; the store credit has an expiration date of 3 years, and can be used to purchase merchandise at any of our 150 locations, or on our internet website *****************************.

On July *****  2013, *** ****** expressed his desire to exchange his current watch with a style he saw in one of our SXM locations.

We will be working with the customer to fulfill that request.

Based upon Diamonds Interm1tional's Terms and Conditions and the options offered in an effort to resolve the claim, *** ****** is not entitled to a refund  for the purchase.

Diamonds International  is not is possession of the merchandise in question. All the necessary paperwork has been enclosed for your review.
Please feel free to contact me at any of the numbers below. Thank you in advance for your understanding.
Sincerely,

7/25/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a 1.4 Ct Men’s Tanzanite Ring and a pendant with 2 small Circle of light diamonds from the store in ***** **** on February *, 2013. Since it was late in the day, we had the ring worked on in Belize (our next port of call) on February *, 2013. The ring was beautiful except the diamonds were set crooked into the ring and it distracted from the quality of the ring. **** ***** (*** ****) worked with me in ******** on February *, 2013 to have the ring reworked. Unfortunately it would take more than 3.5 hours to completely rework the ring so we had to wait until ******* to have it fixed. The manager of the ****** store, **** spoke with the manager in ***** **** regarding the problem. He told **** he was going to refund $200 to me because of the inconvenience and hassle of having to go to four different stores to get the ring fixed. We finally got the ring fixed in *******, but I have not heard from anyone regarding the refund or credit of my $200. Please contact **** the manager in ****** and **** ***** for additional information. Although the ring looks great now, I still have a problem with how much trouble it was to get it fixed. (This was the first email I sent to them) I was given a complaint number ********** and assigned a customer service person to work with me her name is ******. As we proceeded to get the $200 refund I was promised, I told ****** the workmanship of the ring was still suspect and sent her pictures of the before and after the work was done. As it turned out, the ring looked hammered up after the extensive reworking because the diamonds were set improperly in Belieze. In march and even into April, we worked to get my refund, which I foolishly accepted as a store credit, and to get the ring reworked by the jewelers in New York. She told me the stone that I was so enamored with from the original purchase would be damaged and they would have to find a new stone to replace it. I asked her to ensure that i got pictures of the new stone before the work took place. When she did send me the pictures, I questioned the color and particularly the depth of color of the stone in the pictures. (My original stone was a deep blue Tanzanite stone and the replacement appeared to be more ****** and to not have nearly as much depth of color as the original). As of today, they provided me with a new ring but as I continued to question them about the depth of color and quality, I have been ignored. I have sent them many emails and called them everyday for a couple of weeks. As ****** ignored me, I was then sent to her supervisor, ******, who said she would work with me exclusively. I found out through a live chat with customer service representative ****, that the original complaint was closed and I had a new number *********. No one bothered to tell me I had a new number before talking with ****. The option of working exclusively with ****** didn't work at all and after many phone calls to her and finally more emails, her supervisor ******* called me on June **, 2013. We discussed this terrible customer service and my desire to help them do a better job as well as to have a unique ring that I could pass down to my grandchildren as an heirloom. We discussed several options and he told me that ****** would contact me the next day or at least very soon with some options to discuss. I called her everyday since and left voice messages to no avail. I sent another email today asking them to send me an RMA to return the ring (at no cost to me) and to send me a check for the original $200 store credit and the total appraised value of the ring $1,720 that I actually paid for the ring and the diamonds. I am asking them for the total of $1,920 in a check. I am fed up trying to reason with them and will not ever shop in a Diamonds International store or on-line. I will attached the context of the emails if possible. This company has an "F" rating from you in customer service and I can see why. Please help me get this resolved.

Desired Settlement: I had so hoped to have a beautiful deep blue Tanzanite stone ring with two diamonds to enhance the beauty of the stone and the ring. It appears that Diamonds International is determined to do everything in their power to prevent that from happening. It has never been about the money with me it has always been about the beauty of the ring. Today, I emailed them and told them I wanted the $200 store credit refunded in a check and also the $1,720 I paid for the stones and the ring refunded. I told them to send me an RMA (at no cost to me) to return the ring. I would much rather have an apology from the president of Diamonds International and a replacement that closer matches the original ring; but the $200 store credit is not an option for me. I definitely want that $200 in a check. It really is a matter of principle with me now. I refuse to be just swept under the rug as an upset customer that wasn't willing to work with them. I have given them every opportunity to provide better customer service. I realize this is an unusual situation and was willing to work with them. Their track record with me has proven that I cannot trust them to do the right thing and that makes me more sad than angry. Therefore, if you cannot help me with the ring, I would prefer to have the $1,920 in a check.

Business Response: Dear ***** *******,

The following is a response to the complaint inquiry filed by customer ****** ********. *** ********  first  contacted  our  customer  service  department  on  February  **,  2013, concerning a purchase he made on February *, 2013 from our ***** **** location.

*** ******** claimed that he was unhappy with the workmanship of his ring and a refund offered in the amount of $200.00.

*** ******** purchased  a tanzanite and diamond ring, set in silver. We regret that there was a problem with the ring and received this in our customer service center, to be taken in care.

We agreed with *** ******** to remake the ring for him using the diamonds he had purchased and explained that the tanzanite stone will need  to be replaced. The quality of the replacement been of equal or higher quality as the one he had.

lt was also address to *** ******** that he could have the $200,00 back to his credit card or as a store credit and he agreed to have a store credit.

*** ****** provided to *** ******** with the pictures of the new stone he requested on April **, 2013 our customer extended his concern about the color and intensity of the tanzanite and this was replaced for a more blue colored stone.

The ring was mailed back to *** ******** on May ** and it was deliver June *, 2013 signed by ********** Our customer then contacted us after  he received the  ring because he was not pleased with the color of the stone and he decided that he will not like the store credit but rather have a refund for the $200.00

It was explained to *** ******** that the refund could be to his credit card in the amount of $200.00 and we will cancel the store credit he received.

About the  ring, in the interest of good  customer relations we offered to *** ******** offered to choose one of the following options besides the $200.00 refund as a resolution to his claim:

A Store Credit for the full amount of the purchase redeemable  al any one of our locations, or through our catalog or our internet website, upon receiving his ring in our head offices.

A replacement  of the  tanzanite  stone for a blue color one or another blue  Gem comparable in value to his.



Based  upon Diamonds International 's terms and conditions and the options offered in an effort to resolve the claim, *** ******** is not entitled to a refund for the purchase.

Diamonds International is not in possession of the merchandise in question. All the necessary paperwork has been enclosed for your review.
Please feel free to contact me at ###-###-####
Thank you in advance for your understanding.
******

Business Response:

Dear *** ********,
 
Thank you for your email. I apologize for the my typing mistake, In no way I meant to disrespect you.
 
The reason why the credit card information was requested, is because once a credit card has been charged, we do not keep records of customer's card information for security purposes.   
 
Our shipping department will be sending you the shipping information shortly.
 
Thank you for your time and patience.
 
Respectfully,


******

Consumer Response: 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 and the matter has been resolved.

Sincerely,

****** ********



 

7/22/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We bought an engagement ring and a wedding band in Aruba for $2800.00. We got it resized and the ring we got back was not the ring we bought. We have tried multiple times to get in contact with Diamond's International to tell them we would like a refund. We spoke to a person a couple times and told them we would like a refund because the diamonds were not of the same quality that we had purchased. We then received an e-mail, 10 days after we spoke to them, that they were going to refund us $500.00. That is unacceptable with us for the amount that we paid.

Desired Settlement: We wish to have this settled within a couple week with us getting our FULL refund.

Business Response: To Whom It May Concern:

The following is a response to a complaint filed by customer ****** *****.
*** ***** first contacted our customer service department on June **, 2013, concerning a purchase he made on January **, 2013 from our Aruba location.

*** ***** claimed that he was unhappy with the remake that was done to the rings in our New York Customer Service Center from dates May **, 2013 to June **, 2013.

In the interest of good customer relations, Diamonds International and *** ***** mutually came to a satisfactory resolution to the claim by agreeing on a partial refund in the amount of
$500.00.  *** ***** signed a letter of authorization for the partial refund.
*** ***** will keep the rings and we will issue the refund of $500.00 to his credit card.

Based upon the agreement to accept a partial refi.md as a resolution to the claim, *** ***** is not entitled to a refund for the purchase

All the necessary paperwork has been enclosed for your review. Please feel free to contact me at ###-###-####.



Thank you in advance for your understanding.
Sincerely,
*********

7/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: While on vacation in ****** City, ****** on April *, 2013 I my husband purchased a ring. Well by the time we made it back home 4-*-13 which is in Fort Wayne, IN I noticed that a diamond was missing. I contacted Diamond International they informed me that I needed to send the ring in to be evaluated and that I should insure it which was another $20. They received the ring and said that they will replace the diamond. Well my ring was sent back out to me on April ** and I received it around the ** or **** of April. The following week I took my ring to be appraised which also took another week. Once I finally got my ring back it was to big and moving around so I took it to a local jewelery to see how much it would cost to size. Once they started inspecting my ring they discovered that one of the prongs that holds the diamond in place was flat and that it was not curved and raised to support the diamond properly. Also during the inspection they informed me that my ring was a six and initially when my husband got the ring in ****** it was suppose to be sized to the same size of my current wedding ring which was 5 3/4. I took my ring and I was very upset so I contacted DI and informed them of this issue. I wanted a refund and they offered me a instore credit after inspection of the ring. I just feel my over all customer satisfaction gurantee has not been met and I do not want to get another ring b/c to handle in business with the company I would have to always mail the ring plus insure it or drive 10hrs. to the nearest location.

Desired Settlement: To received a full refund back to my credit card and that will meet all of my hassel and unsatisfactory experience that I have had with DI.

Business Response: To Whom It May Concern:

The following is a response to a complaint inquiry filed by customer ***** ** *******.

*** ******* first contacted our customer service department on April *, 2013, concerning a purchase she made on April ***, 2013 from our ****** location.

*** ******* claimed that she was unhappy with the merchandise she had purchased because she received bad comments from her local jeweler regarding our merchandise, therefore he is asking for a full refund.

*** ****** purchased the follow ing items:

• SKU ******* 14K white gold, diamond ring - The purchase price was $1575.00

We regret that there was a problem with the merchandise that requires a repair or replacement. Diamonds International Terms and Conditions guarantees defects reported within 30 days of purchase will be repaired or replaced. If the defect occurs more than 30 days after the purchase , Diamonds International will offer to repair the item at the customer's expense.

*** ******* is within 30 days of the purchase and is entitled to a repair at no charge.

In the interest of good customer relations the customer was offered to choose one of the following options
as a resolution to her claim:

1. Date: April *** - Repair at no charge
• Customer accepted to send the ring to our NY office to replace one missing diamond . We sent the ring back to customer on April ****.
2. Date: June **** - Store credit in the amount of $1575.00 plus reimbursement of shipping expenses.
• Customer will have to ship the merchandise to our NY office.
• The store credit has no expiration  date & can be redeemed anytime  in one of our store
locations or from the Diamonds International website: *** ******************* *******
• The  reimbursement  of  the  shipping  expenses  will  be done  in the form of  a  check.
Customer will need to send copy of her shipping receipt.
• The  process  to  issue  the  store  credit  and  reimbursement  check  takes   14  days approximately to be completed.
3. Date: June **** - Store credit in the amount of $1575.00 plus reimbursement of shipping
expenses, including the first shipping she did to us on April ***.
• Customer will have to ship the merchandise to our NY office.
• The store credit has no expiration  date  & can be redeemed anytime in one of our store
locations or from the Diamonds International website: *********** ******************
• The  reimbursement  of the  shipping expenses  will  be done  in the form  of  a check.
Customer will need to send copy of her shipping receipt.
• The  process  to  issue  the  store  credit  and  reimbursement  check  takes   14  days approximately to be completed.


*** ******* refused option 2, we are waiting to receive answer from customer regarding option 3.




Based upon Diamonds lnternational's terms and conditions and the options offered in an effort to resolve the claim, *** ******* is not entitled to a refund for the purchase.

Diamonds International is not in possession of the merchandise in question.

All the necessary paperwork has been enclosed for your review. Please feel free to contact me at ###-###-####.

Thank you in advance for your understanding. Sincerely,
*****
Customer Service Representative Diamonds International
T: ###-###-#### Outside USA: ###-###-####
F: ###-###-#### IDirect: ###-###-####











Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

[Your Answer Here]

I am requesting that my complaint be sent to upper management.  I am declining the offer because I am not RICH and for the amount of money that we paid and to have a diamond fall out within a couple of days.  Also I am not able to afford to keep sending the ring for service if need be.  I am just requesting a refund in full I do not want to purchase anything else from your store.  A compnay your size is making it extremely difficult just to receive a refund.  Also if your product is such a good quality why would you only have a 30da policy which I was not informed of at the time of purchase.  It will be greatly appreciated if I could please speak with someone in upper management.

 

*****

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** *******




 

Business Response: To Whom It May Concern:

The following is a response to a complaint inquiry filed by customer ***** ** *******.

*** ******* first contacted our customer service department on April *, *013, concerning a purchase she made on April ***, *013 from our ****** location.

*** ******* claimed that she was unhappy with the merchandise she had purchased  because  she received bad comments from her local jeweler regarding our merchandise, therefore she is asking for a full refund.

*** ******* purchased the following items:

 SKU ******* 14K white gold, diamond ring - The purchase price was $1575.00

We regret that there was a problem with the merchandise that requires a repair or replacement. Diamonds International Terms and Conditions  guarantees  defects  reported within  30  days  of  purchase will be repaired or replaced. If  the defect occurs more than 30 days after the purchase, Diamonds International will offer to repair the item at the customer's expense.

*** ******* is within 30 days of the purchase and is entitled to a repair at no charge.

In the interest of good customer relations the customer was ottered to choose one of the following options as a resolution to her claim:

1. Date: April *** - Repair at no charge
• Customer accepted to send the ring to our NY office to replace one missing diamond. We sent the ring back to customer on April ****.
*. Date: June **** - Store credit in the amount of $1575.00 plus reimbursement of shipping expenses.
• Customer will have to ship the merchandise to our NY office.
• The store  credit has no expiration  date  &  can be redeemed  anytime  in one of our store
locations or from the Diamonds International website: ******************************
• The  reimbursement  of  the  shipping  expenses  will  be  done  in  the  form  of  a  check.
Customer will need to send copy of her shipping receipt.
• The   process   to   issue   the   store   credit   and   reimbursement   check   takes   14  days approximately to be completed.
3. Date: June **** - Store credit in the amount of $1575.00 plus reimbursement of shipping
expenses, including the first shipping she did to us on April ***.
• Customer will have to ship the merchandise to our NY ottice.
• The store  credit has no expiration  date  & can be redeemed  anytime in one of  our  store locations  or from the Diamonds  International website: *****************************
• The  reimbursement   of  the  shipping  expenses  will  be  done  in  the  form  of  a  check.
Customer will need to send copy of her shipping receipts.
• The   process   to   issue   the   store   credit   and   reimbursement   check   takes   14  days approximately to be completed.


4. Date: June **** - Store credit in the  amount of $1575.00 plus reimbursement of shipping expenses, including the first shipping she did to us on April *** plus a gift certificate in the amount of $1*5.00
• Customer will have to ship the merchandise to our NY office.
• The store credit and gift certificate have no expiration date & can be redeemed anytime in one of our store locations or from the Diamonds International website: *****************************
• The  reimbursement  of  the  shipping  expenses  will  be  done  in  the  form  of  a  check.
Customer will need to send copy of her shipping receipts.
• The  process to issue the store credit,  gift certificate  and  reimbursement  check  takes  14 days approximately to be completed.

5. Date: July *** - Exchange for a new item plus reimbursement of shipping expenses, including the first shipping she did to us on April *** plus a extended warranty of 150 days

• Customer will have to ship the merchandise to our NY office.
• We will send her a new ring with SKU# *******  14K white gold diamond ring.
• The  reimbursement  of  the  shipping  expenses  will  be  done  in  the  form  of  a  check.
Customer will need to send copy of her shipping receipts.
• We will pull out the new item from one of our locations; normally the  process to have the piece in our NY office will take *-3 weeks.

6. Date: July *** - Exchange for a new item plus reimbursement of shipping expenses,  including the first shipping she did to us on April *** plus a store credit in the amount of $175.00

• Customer will have to ship the merchandise to our NY office.
• We will send her a new ring with SKU# *******  14K white gold diamond ring.
• The  reimbursement  of  the  shipping  expenses  will  be  done  in the form  of  a check.
Customer will need to send copy of her shipping receipts.
• We will pull out the new item from one of our locations; normally the process to have the piece in our NY office will take *-3 weeks.
• The store  credit has no expiration  date & can be redeemed anytime  in one of our store locations or from the Diamonds  International website: *****************************
• The   process   to   issue   the   store   credit   and   reimbursement   check   takes   14  days approximately to be completed.

7. Date: July *** Full refund in the amount of $1575.00

• Customer will have to ship the merchandise to our NY office.
• The ring must not present any external damage.  Please do  not ship  your  merchandise until we sent you the shipping instructions with an  RMA#  (return  merchandise authorization  number).
• The refund will be done to the same credit card used at the time of purchase, last 4 digits ******.
• The refund process takes 14 business days approximately to be completed.


*** *******  refused  options from  1 to  6; we  are waiting  to  receive  answer  from  customer  regarding option 7.


Based upon Diamonds lnternational's terms and conditions and the options offered in an effort to resolve the claim, *** ******* is not entitled to a refund for the purchase. However, we will do a onetime exception in order to keep our customer happy.

Diamonds International is not in possession of the merchandise in question.

All the necessary paperwork has been enclosed for your review. Please feel free to contact me at ###-###-####.

Thank you in advance for your understanding. Sincerely,
*****
Customer Service Representative Diamonds International
T: ###-###-#### Outside USA *************
F:  ###-###-####   I Direct   ###-###-####

7/10/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a diamond ring in their St. Thomas location and was given an appraisal which turns out to be fraudulent. The quality of the stone is nothing close to what they indicated. I had two appraisals done and they both have the same findings with a value much less than what I paid. I was assured by the manager of the store that if I had the ring appraised by an indendent appraiser/gemologist within 30 days of purchase and the quality was not there I can get a full refund. I was also told the same thing by the customer service rep in New York. I have sent them all the paperwork and requested a refund (they ignore most of my emails which are approximately 2 dozen) - they have offered to give me a small cash refund or store credit and refuse to honor their cash refund policy as stated in writing on my receipt. I have met all requirements specified in their policy within the time period stated. Clearly they are in violation of their own policy. The fact that they don't want their own merchandise back concerns me even more. To date they will not tell me where to return the merchandise and confirm a refund and this process has been going on for almost 30 days. I have all the supporting documents if you care to review them. I purchased merchandise trusting that the product was the quality that they indicated in writing. Since it is not, I want to return it and get my money back. They are ignoring me at this point. Please help me and have them do the right thing.

Desired Settlement: I want the address of where to return the merchandise and I want a 100% refund credited to my credit card.

Business Response: To Whom It May Concern:
On 2/**/2013 customer ****** *************** contacted our Customer Service department regarding a purchase she made on 2/**/2013 in our St. Thomas location for $5,340. Mrs. *************** requested  a refund based on a discrepancy in the quality of the merchandise as indicated by an independent  appraisal.
 
Diamonds International's terms and conditions show indicate that if an appraisal provided by an independent appraiser who does not buy or sell jewelry, shows a discrepancy of either color or clarity of more than 2 grades negatively we will provide the customer with a refund. Initially Mrs. *************** provided us with an appraisal from a jeweler.
 
After receipt of the customer's second appraisal indicating a valid discrepancy Diamonds International sent Mrs. **************** a refund agreement on 3/**/2013. Mrs. ***************'s merchandise arrived to our NY office on 4/**/2013 and her refund was processed on 4/**/2013.
 
Attached you will find supporting documentation to show that the refund was processed and we have closed Mrs. ****************'s claim.
 
If you should require any further information please do not hesitate to contact me. I can be reached at ###-###-####.

7/10/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased carat diamond bracelet on Jan *** 2013 from Diamond International and was give an appraisal that stated the carat size, color and clarity of the diamonds. I was not sure if the appraisal I got from Diamond International was correct so I brought the bracelet to an Independent Certified Gemologist in my area for an appraisal. Luck I did, not only was the clarity two grades lower but the carat size was only 4.5. I contacted DI and emailed the Gemologists appraisal they apologized and verbally agreed to refund my money as stipulated in there contract. It has been over two weeks and I'm still waiting for a check for $6,635.00.

Desired Settlement: A refund check for $6,635.00

Business Response: To Whom It May Concern:
 
Mr. ********* contacted our customer service department on 1/**/2013 regarding a purchase he made on 1/**/2013 in our St. Thomas location for $6175.00. Mr. ********* requested a refund due to a verbal appraisal given to him by a jeweler stating that his diamond tennis bracelet was not the quality and value as was sold to hlrn.
 
Diamonds International's terms and conditions state that an independent appraisal provided by an independent appraiser who does not buy or sell jewelry and whose sole business is appraising must be presented within 30 days of the purchase indicating a discrepancy of more than 1 color or clarity grade (color and clarity cannot be combined) negatively. Diamonds International does not issue refunds based on "buyer's remorse" or value.
 
Mr. ********* presented an independent appraisal showing a discrepancy of more than 1 grade negatively on the quality of the diamonds, within 30 days. Mr. ********* was therefore entitled to a full refund of
his purchase and on 1/**/2013 Diamonds International sent Mr. ********* a refund agreement letter to sign. On 2/**/2013 Mr. ********* returned the diamond bracelet to Diamonds International, but did not return the item that was given as a gift at the time of purchase. After Diamonds International received the item given at the time of purchase Mr. *********'s refund was processed. On 3/**/2013 Diamonds International confirmed the completion of the refund.
 
In addition, on 2/**/2013 Diamonds International issued a check in the amount of$166.80 to Mr. ****************** a-reimbursement-for-his-independent-appraisal-cost     Diamonds International--¬≠ closed Mr. *********'s claim after everything had been completed.
 
Attached you will fmd the necessary documentation confirming the refund provided to the customer as per his request.
 
If you should require any further information please do not hesitate to contact me. I can be reached at ###-###-####.

7/10/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We purchased a diamond ring and matching pendant at this company's store in Aruba in Feb, 2013 when cruising on the Island Princess. We were assured by the Princess Cruise Shopping Guide that DI was a good quality store who stands behind their product and that the Cruise Line would also help with problems. We had an experience years before in St. Martaen or St. Thomas where a full refund was quickly offered after a ring dropped three diamonds. Well, we were comfortable enough with that service that we were willing to try again. The ring lost a diamond hours after boarding the ship. We filed a complaint with the Ship to document it. We contacted DI to ask them to confirm an address for delivery for a refund. They have offered to "assess" and repair and provide a "6 month guarantee" which is a  joke for a piece of jewellrey thats obviously of poor quality at least in terms of its setting. We simply told them we don't trust the product and would like a refund. Then they offered a partial refund of the price, which is still besides the point. We have pressed for a refund and now they are non-responsive. Princess Cruises is also useless in terms of being helpful to move DI along to what is fair here.

Desired Settlement: Need to know where to return defective product to get refund, and not to get any more "bargaining" for a solution.

Business Response: To Whom It May Concern:
 
***** ******* contacted our customer service department on 2/**/2013 regarding a purchase made on 2/**/2013 in our Aruba location for $6,735.00. Ms. ******* requested a refund due to a small diamond falling out of the diamond ring 2 days after the purchase was made.
 
Diamonds International's terms and conditions state that all repairs are covered within 30days of the purchase and therefore Diamonds International offered to repair or replace the customer's ring. Ms. ******* rejected this offer and requested that a full refund for both the ring with the missing diamond and the matching pendant be given.
 
After several offers including an exchange and a refund on the ring only were made to the customer and rejected, Diamonds International authorized a full refund for the purchase in return for the merchandise.
 
On 3/**/2013 Diamonds International sent Ms. ******* a refund agreement letter to sign. After Ms. *******'s merchandise arrived to our NY location on 3/**/2013 a refund was processed  and completed on 4/**/2013. Ms. *******'s request for a reftmd was granted and her claim was resolved and closed on *********.
 
Attached you will find the necessary documentation confirming the refund provided to the customer as per his request.
 
If you should require any further information please do not hesitate to contact me. I can be reached at ###-###-####.
 

7/10/2013 Problems with Product/Service | Complaint Details Unavailable
7/10/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On April **, 2012, while on a Caribbean Cruise, my husband and I purchased a diamond ring from a Diamonds International Store in Philipsburg, St. Maarten. On August **, 2012 a diamond fell out of the ring. I contacted Diamonds International at their U.S Customer Service number (###-###-####) and explained the situation to them. On August **, 2012 they e-mailed me a form to complete and return so that they could send me instructions on how and where to send the ring back to them for evaluation. The evaluation form was received on August **** informing me to send the ring to ** ***** ******* *** ***** *** ***** ** *****. I sent the ring to that address on August ****, registered mail, and it was received by Diamonds International on August ****. The ring was repaired and sent back to me on October ****. On February **, 2013 I went to my local jewelry Store, Cornell's Jewelers, so see about getting the ring sized smaller. At that time the jeweler inspected the ring and informed me that two of the stones are loose in the ring and sizing it would jeopardize the integrity of the ring. Cornell's Jewelers feel that the way the way the 10 stones are set on each side of the main diamonds is a design flaw and that, even if the diamonds are re-secured, the stones will continue to come loose over time. I must add the Cornell's Jewelers is a highly respected and reputable Jewelry store in the upstate New York region. They have been in business since 1923 and are a member of the American Gem Society (A.G.S). Upon finding out this information, I immediately send an e-mail to the customer service representative at Diamonds International that I was working with before. The e-mail was sent on February ****. When I did not get a response I sent a follow-up email on February ****. I also called the 800 number on the **** and the **** and left messages for someone to please call me. I also sent on last e-mail on ****, though I know it will not be read until Monday. The ring has princess and round diamonds; Its total weight is 1.50 carats; the color is G/H and the clarity of the diamonds is SI1 - SI2. The original claim number from August 2012 is: **********.

Desired Settlement: Ideally I would like to see the 10 diamonds on either side of the main stones reset into a more secure setting (maybe channeled set). If that is not possible, than a refund the full purchase price of $2900. I am more than willing to hear other options Diamonds International many have, but I first have to hear from them.

Consumer Response: Better Business Bureau:

At this time, I have not been contacted by Diamonds International regarding complaint ID *******.

Sincerely,

**** ******

Business Response: Ms. ****** contacted our customer service department on 3/**/2013 in regards to a purchase that she made on 4/**/2012 in our St. Maarten location. Ms. ****** complaint was regarding the craftsmanship of the ring and requested a refund due to having her local jeweler advise her that sizing would damage the ring due to its craftsmanship.

Diamonds International allows for free repairs and replacements within 30 days of the purchase. This 30day warrantee is printed on the reverse side of the receipt under the terms and conditions which the customer agreed to by signing the receipt. A store credit for the return of damaged merchandise within 30 days of the purchase is also allotted. Ms. ****** contacted us 11 months after her purchase was made.

On 3/**/2013 Diamonds International offered Ms. ****** as a courtesy a repair and sizing at no cost, or a store credit in return for the ring. Ms. ****** chose the option of receiving a store credit.

Ms. ****** was issued a store credit in the amount of $2,900 on 5/**/2013 and an additional gift certificate in the amount of $150 on 5?**/2013. Ms. ****** ring was received by our Customer Service department and her claim was closed on 5/**/2013.

If you require any further information please do not hesitate to contact me. I can be reached at ###-###-####.

Sincerely,

***** 

7/9/2013 Advertising/Sales Issues | Complaint Details Unavailable
7/9/2013 Advertising/Sales Issues | Complaint Details Unavailable
7/9/2013 Problems with Product/Service | Complaint Details Unavailable
7/5/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased a loose diamond in St Thomas, with the intent of putting it in a setting when we returned home. I showed them the ring that I wanted to have the diamond put into and they stated it would work. The appraised value they stated and that is on the document they gave us said it is worth $7000.00, but after having it appraised by an independent appraiser, it was valued at $3025.00. The appraiser also stated that the diamond is of such poor quality, with many inclusions, and a large cavity, that we should take it to our jeweler and see if it can be mounted. We have a letter from Thorpe and Co. jewelers in Sioux City, Iowa stating the diamond is not able to be put in a setting due to the cavitites in the diamond, and the poor cut. We were told we were getting a great bargain, and turns out the $3920.00 we paid for the $7000.00 diamond was not a great at all. We contacted Diamond International and they said because of the contract we signed, we were not entitled to a refund because the appraiser did not give the diamond 2 grades lower in color or clarity, and that is all they will give refunds for. We are stating that we were misled on the basis that we were buying an expensive diamond for a bargain price, and instead we got a diamond valued less than the bargain price, and also that the diamond is not able to be used for the intended purpose of being set in a my setting or any other setting.

Desired Settlement: Refund of all purchases from the store in St Thomas, 1 loose diamond and 2 tanzanite rings.

Business Response: Dear *** *******,
 
On March the *** 2013 *** ******** visited our St. Thomas location and purchased a loose diamond with 1carat weight and E color with 11 clarity for $3920.00 She was issued the UGS (Universal Gemological Services affiliated with EGL) appraisal summary. *** ******** demands her refund based on verbal comments from her local jeweler that her diamond cannot be mounted due to an inclusion.
 
Customer issued and independent appraisal that follows our Terms and Conditions. Unfortunately it does not represent any discrepancy in color or clarity of more than one grade, nor does it state any inclusion that would jeopardize the integrity of the diamond.
 
On March **** *** ******** was offered full store credit that he is entitled to and select something of his complete satisfaction, offer was refused. She was also offered to have a different diamond with the same characteristics and value, also refused. Customer stated she would only settle for a diamond with a value of $7000, regardless of having paid $3920.00
On April *** 2013 customer was offered as last option a $1,000.00 partial refund or full store credit plus $350 Gift Certificate, option also refused.
 
Customer failed to provide us, with an independent appraisal stating that the merchandise was appraised at two grades or more in color and clarity, therefore *** ******** is not entitled to a refund for the full amount of the purchase.
 
All the necessary paperwork has been enclosed for your review.
 
If you have any questions, please do not hesitate to contact me at *** *** ****.
 
Sincerely, ********

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:  We did not accept their offer of in store credit, but our credit card company refunded us the money for the purchase price of the diamond.  We are waiting to get a return number and address on where to return the diamond.

 

[Your Answer Here]

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** ******** 



 

Business Response:
Dear *** *******,
 
Diamonds International has made multiple offers to ensure customer feels satisfied with our services and products, a $1,000.00 partial reftmd or full store credit plus $350 Gift Certificate have been offered and refused.
Diamonds International will only issue refunds if the merchandise is appraised within 30 days of the purchase by an independent certified gemologist/ appraiser who does not buy or sell gems or jewelry and whose sole business are appraisals.
If the appraisal report indicates that the color and clarity differs negatively by two grades or more, Diamonds International will offer a money back guarantee after receipt of the item in its original condition.
The customer failed to provide us with an independent appraisal stating that the merchandise was appraised at two grades or more in color and clarity, therefore *** ******** is not entitled to a refund for the full amount of the purchase.
 
THIRD REPLY
 
Please note that customer issued an appraisal from Advanced Jewelry Appraisals LLC that follows our terms and conditions (notjewelers opinion "Thorpe and company"), she also received appraisal summary from UGS (Universal  Gemological  Services  affiliated  with  EGL)  at  moment  of purchase.   None  of  these  state  any
indication that any inclusion jeopardizes  the integrity of the diamond if mounted. Customer has failed  to present an appraisal that presents any discrepancy in color or clarity of more than one grade therefore *** ******** is
not entitled to a refund.  Customer has been offered multiple options to assure a positive outcome, all have been refused. She demands a diamond with a value of $7000.00 regardless of having paid  $3920.
 
SECOND REPLY
 
Addressing customers concern about his diamond not being able to be mounted based on verbal comments from his jeweler. He has failed  to provide us with an independent appraisal stating that his diamond presents  an inclusion thatjeopardizes  its integrity or that the merchandise was appraised at two grades or more in color  and clarity, therefore *** ******** is not entitled to a refund for  the full  amount of the purchase. Regardless Diamonds International has made multiple offers to .ensure customer feels satisfied with our services and products.
 
FIRST REPLY

On March the *** 2013 *** ******** visited our St. Thomas location and purchased a loose diamond with 1 carat weight and E color with 11 clarity for $3920.00 She was issued the UGS (Universal Gemological Services affiliated with EGL) appraisal summary. *** ******** demands her refund  based on verbal  comments from her local jeweler  that her diamond cannot be mounted due to an inclusion.
 
Customer issued and independent appraisal that follows our Terms and Conditions. Unfortunately it does not represent any discrepancy in color or clarity of more than one grade, nor does it state any inclusion that would jeopardize  the integrity of the diamond.
 
On March **** *** ******** was offered full store credit that he is entitled to and select something of his complete satisfaction, offer was refitsed. She was also offered to have a different diamond with the same characteristics  and value, also refused. Customer stated she would only settle for  a diamond with a value of
$7000, regardless of having paid  $3920. 00. On April *** 2013 customer was offered as last option a $1,000.00 partial refimd or full  store credit plus  $350 Gift Certificate, option also refused.
 
All the necessary paperwork has been enclosed for your review.
 
If you have any questions, please do not hesitate to contact me at *** *** ****.
 
Sincerely, ********

7/3/2013 Problems with Product/Service | Complaint Details Unavailable
6/27/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 12/**/12 I purchased a diamond from DI as recommended by Royal Caribbean. I traded my .75 S2 diamond and paid a additional $2,850 for a diamond that was suppose to be 1.04 I1. I took my ring to the jewelry store 2 weeks ago and they put it under the microscope and my stomach turned! This diamond had more spots then the bottom of a coffee cup full of grinds!!!! A I 1 diamond should have 1-3 spots, not 20-30. I purchased this at DI in St Thomas. I then called and emailed Royal Caribbean who forwarded my complaint to DI. I received a call from a ******** who said she was going to have a supervisor call me within 48 hours. Several days later I had not heard a word so I called and emailed again. I received a email from ********* *. After several emails he sent me a copy of the EGL report. Ok, first of all the report says its a I 2 though I purchased a I 1, and the diamond that is in my ring sold by DI is NOT the one that is on the report. I even went in a DI in St Kitts who looked at the diamond before thet kmew it was sold by them and said its not that diamond!!!!! I want the diamond I paid for!

Desired Settlement: I want a good grade I 1 diamond like I paid for. This is my engagement ring and everytime I look at it I cry. I have to wear this ring for the rest of my life how dare they rob me like that!

Business Response: To Whom It May Concern:


The following is a response to a charge inquiry filed by customer ****** ********.
*** ******** first contacted our customer service department  on 5/**/2013, concerning a purchase she made on 12/**/2012 from
our St. Thomas location.
*** ******** claimed that she was unhappy with the merchandise she had purchased and therefore is asking for a credit.

It was explained by a customer service representative to *** ******** according to Diamonds International Terms and Conditions that is clearly stated on our sales receipt and which the customer signed and agreed to, no refunds will be issued due to "buyer's remorse" or value discrepancies.

Diamonds International will only issue refunds if the merchandise is appraised within 30 days of the purchase by an independent certified gemologist/ appraiser who does not buy or sell gems or jewelry and whose sole business are appraisals. For diamond purchases with an International Gemological certificate, we will only accept an appraisal based on a certificate from one of the following accredited international laboratories-GIA, AG5, EGL, HRD, or IGI.

If the appraisal report indicates that the color and clarity differs negatively by two grades or more, Diamonds International will offer a money back guarantee after receipt of the item in its original condition.

The customer failed to provide us with an independent appraisal stating that the merchandise was appraised at two grades or more
in color and clarity, therefore ** ******** is not entitled to a refund for the full amount of the purchase.

In the interest of good customer relations the customer was offered to choose one of the following options via email as a resolution
to her claim:

1.  A partial refund in the amount of $750.00usd.
2.     A partial refund in the amount of $750.00usd + $250.00usd *** ******** refused all options.

Diamonds lnternationa8 Is not in possession of the merchandise in question.


All the necessary paperwork has been enclosed for your review.  Please feel free to contact me at ###-###-####.

Thank you in advance for your understanding.
Sincerely,


******** **
Customer Service Representative

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

 

I am in agreement with the response but it is not considered resolved until I receive the partial payment.  They said it would take about 10 days.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******* ********




 

Business Response: To Whom It May Concern:

The following is a response to a BBB complaint filed by customer ****** ********.
*** ******** first contacted our customer service department on 5/**/2013, concerning a purchase she made on 12/**/2012 from our *** ****** location.
*** ******** claimed that she was unhappy with the merchandise she had purchased and therefore is asking for a credit.

It was explained by a customer service representative to *** ******** according to Diamonds International Terms and Conditions that is clearly stated on our sales receipt and which the customer signed and agreed to, no refunds will be issued due to "buyer's remorse" or value discrepancies.

Diamonds International will only issue refunds if the merchandise is appraised within 30 days of the purchase by an independent certified gemologist/ appraiser who does not buy or sell gems or jewelry and whose sole business are appraisals.  For diamond purchases with an International Gemological certificate, we will only accept an appraisal based on a certificate from one of the following accredited international laboratories-GIA ,AGS, EGL,HRD, or IGI.

If the appraisal report indicates that the color and clarity differs negatively by two grades or more, Diamonds International will offer a money back guarantee after receipt of the item in its original condition.

The customer failed to provide us with an independent appraisal stating that the merchandise was appraised at two grades or more in color and clarity, therefore ** ******** is not entitled to a refund for the full amount of the purchase.

In the interest of good customer relations the customer was offered to choose one of the following options via email as a resolution to her claim:

1. A partial refund in the amount of $750.00usd. (May **** 2013)
2. A partial refund in the amount of $750.00usd +a Gift certificate in the amount of $250.00. (May **** 2013)
3. A partial refund in the amount of $750.00usd + EGL certificate (June *** 2013)
4. A partial refund in the amount of $750.00usd +EGL certificate+ a Gift certificate in the amount of $200.00. (June *** 2013)
5. A partial refund in the amount of $1000.00usd + EGL certificate (June **  2013)



 *** ******** already accepted the option lt5, we received the partial refund letter signed on June ****, and we also share with her the Trade In policy in writing as per her requested.

We sent to customer the EGL certificate by regular mail on June ****
Shipment Date:June **, 2013 Mail Class: Priority Mail
Tracking Number: **********************

• Today June **, 2013, I sent to **** ******** the refund confirmation in the amount of $1000.00usd made to her Visa credit
card.


Diamonds International is not in possession of the merchandise in question.

All the necessary paperwork has been enclosed for your review.  Please feel free to contact me at *** ********. Thank you in advance for your understanding.

Sincerely,



********
Customer Service Representative Diamonds  International

6/12/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was on a cruise on the NCL Epic. The shopping consultants gave a talk about recommended shops. They touted Diamonds International and how we can trade in and upgrade a diamond. I upgraded my wife's 1 carat diamond for a 1.25 carat diamond. Diamonds International gave me $5,500 towards my trade in. I paid an additional $6,500 on my credit card. I asked the saleswoman and her manager what would happen if the diamond didn't appraise at more than $12,000. They told me not to worry, that it would be appraised for more than $12,000. I just had the diamond appraised by an independent Master Gemologist Appraiser and he said we were ripped off. The new diamond appraised for $5,300, less than half of what I paid. He said the diamond I traded in was worth more than the one I was sold.

Desired Settlement: I want a refund of the $6,500 charged to my credit card and a return of the 1 carat diamond I traded in. I have the independent appraisal for the original diamond so I am aware of all its characteristics.

Business Response: To Whom It May Concern:
 
The following is a response to a BBB inquiry filed by customer ****** ******. *** ****** first contacted our customer service department on 4/**/13, concerning a purchase he made on 4/*/13 from our *** ****** location. He claimed that he was unhappy with the merchandise he had purchased and therefore is asking for a credit.
 
In the interest of good customer relations, Diamonds International and *** ****** mutually came to a satisfactory resolution to the claim by agreeing on a return of the trade-in (Loose Dia FSI2  1 .O1tcw) in the amount of $5,500.00, refund for the balance of
$6,500.00 and reimbursement of appraisal cost of $100.00 in the form of a check. ****** ****** signed a letter of authorization for the resolution of the claim. Return of the trade-in and refund for $6,500.00 will be processed after  customer  returned the merchandise to us.
 
All the necessary paperwork has been enclosed for your review. Please  feel  free to contact me via email or phone.
 
Thank you in advance for your understanding.
 
 
 
Sincerely,
 
 
 
*****
 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

I haven't received a $100 check from Diamonds International for reimbursement of my appraisal expense in accordance with our agreement which I signed and DI provided a copy of.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** ******




 

Business Response: To Whom It May Concern:
 
The following is a respon se to a BBB inquiry filed by customer ****** ******. *** ****** first contacted our customer service department on 4/**/13 concerning   a purchase he made on 4/*/13 from our *** ****** location. *** ****** claimed that he was unhappy with the merchandise he had purchased.
 
In the interest of good customer relations, Diamonds International and *** ****** mutually came to a satisfactory resolution to the claim by agreeing on a refund for the amount  of $6.500.00  and return  of his trade-in  item.  *** ****** signed a letter of authorization for refund
 
Based upon the agreement customer received back his trade-in item and his credit card refunded for the amount of $6.500.00. We are in a process of issuing $100.00 check for his appraisal expense a resolution to the claim.
 
All the necessary paperwork has been enclosed for your review. Please feel free tocontact me at ###-###-####. Thank you in advance for your understanding.

6/5/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchases an anniversary ring in the amount of $1,960.00 dollars. I have worn the ring for two weeks and four (4) of the diamonds have fallen out. I fell that Diamonds International committed fraud when selling me an inferior product and WILL NOT refund my money.

Desired Settlement: I will be happy to return this terrible product once I receive a full refund from Diamonds International.

Business Response: To Whom It May Concern:

The following is a response to a BBB complain inquiry filed by customer ********* ******.
**** ****** first contacted our customer service department on May *** 2013, concerning a purchase she made on April **** 2013 from our St. Thomas location.
**** ****** claimed that she was unhappy with the merchandise she had purchased and therefore is asking for a credit.

**** ****** purchased a diamond ring set in 18 karat yellow gold with item number ******* and a cost of $1960.00.  We regret that there was a problem with the merchandise that requires a repair or replacement.  Diamonds International Terms and Conditions guarantees defects reported within 30 days of purchase will be repaired or replaced.  If the defect occurs more than 30 days after the purchase, Diamonds International will offer to repair the item at the customer’s expense.

In the interest of good customer relations the customer was offered to choose one of the following options as a resolution to her claim:

• A repair or replacement of the merchandise.
• An exchange of the piece for a brand new one with same quality and description.

**** ****** signed an authorization letter and chose the following option as a resolution to her claim:
• A repair or replacement of the merchandise.

**********, has sent the signed agreement and we have provided the necessary instructions with a shipping label to send the merchandise back to us and proceed with the replacement of 3 small diamonds of her ring.

Based upon Diamonds International’s terms and conditions and the options offered in an effort to resolve the claim, ********** is not entitled to a refund for the purchase.

Diamonds International is not in possession of the merchandise in question.

All the necessary paperwork has been enclosed for your review. Please feel free to contact me at ###-###-####.
Thank you in advance for your understanding. Customer Service

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

I have not recieved a full refund for the ring, nor will Diamonds International honor my continued request for a refund.

I purchased a diamond ring from Diamonds International with good faith that I was purchasing a high-quality product; it never occurred to me that I would have to request a refund after only three weeks of wearing my ring, because of faulty craftsmanship.

If they can get away with selling a faulty product, what insurance do I have that my ring will be repaired correctly.  Diamonds International has indicated that my ring will be repaired and inspected by one of their jewelers, who will only be looking out for Diamonds International's best interest, not mine.  On top of that, Diamonds International states I am to assume full risk and responsibility for returning this ring, including payment of postage and insurance, for said repairs.  Once again, I run the risk of being ripped off by Diamonds International.

My distrust is quite apparent given the above mentioned reasons and also the following circumstances. First, it is my experience that legitimate companies guarantee their products because they are selling the upmost quality and will offer you a full refund if dissatisfied with the purchase. Secondly, after having my ring appraised by an independent appraiser, I was quite suprised to learn that it appraised for 50% less than the amount stated on the Diamonds International appraisal given to me at the time of my purchase. Thirdly, Diamonds International states in their response to my complaint that I chose as resolution to my claim "a repair or replacement of the merchandise", which is, in fact, untrue.  I NEVER agreed to have my ring replaced.  Again, Diamonds International is being dishonest.  This is unacceptable.

Finally, I request Diamonds International accept the return of my ring for a FULL REFUND of the purchase price.

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

********* ******




 

5/29/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I went to Diamonds International in Sint Maarten on my cruise. I bought a diamond with yellow gold ring from *** the Manager. I got an appraisal form from *** that stated my ring was 14kt yellow Gold with "fancy diamonds'. When i got back to the ship i was horrified to discover that my ring had turned black on the band from DI improperly and rushing to size up my ring. When I returned home my local jeweler stated that my ring was only 10kt gold. i paid 850.00 for my ring in Sint Maarten from DI. As soon as late dec-early Janruary I contacted DI and was working with **** *. From DI. He had stated in multiple cell phone calls that he would refund me my money. He asked me to email him pictures of my defective ring with the black mark on the gold band. I sent **** *. 6 emails from Jan **,2013- Jan.**,2013. I never heard back from **** *. I continued Calling DI and Finally April **** i heard back from a ******** *. ******** Stated that **** *. No longer Works for DI. I told her that was no excuse for them not to email me back a return form So I could return my ring and get my money back. ******** talked to me Tuesday night and said she would c all me today. I called her and emailed her photos of my defective ring and copies of my appraisal from *** in the St Maarten store. I called **** *`s line today to see if he indeed did not work for them anymore and I was able to Leave **** *. Of DI a Message on his Voicemail. I have been lied to By DI. I was charged 850.00 for a ring sold to me as 14k when it is actually only 10kt, 2. the di people misrepresented themselves. I want my money Back. They are refusing to give me my money Back. When I was in my right to return the ring Based on The ring being defective on the band, and it only being 10kt not 14kt. I was overcharged and I was sold a defective Ring. I need The BBB`s Help. Sincerely, ******* ** *****

Desired Settlement: I wish to Receive my money back based on false selling. Selling me a ring he stated on appraisal was 14kt yellow gold w fancy diamonds and it is only 10kt cloudy diamonds. Further attempts to solve this fairly with DI has resulted in them refusing to send me a refund.

Business Response:
To Whom It May Concern:
 
The following is a response to a charge inquiry filed by customer ******* *****.
**** ***** first contacted  our  customer  service department  on December **,2012, concerning a purchase she made on November **,2012 from our St. Maarten location. **** ***** claimed that she was unhappy with the merchandise she had purchased and therefore is asking for a credit.
 
It was explained by a customer service representative to ********* according to Diamonds International Terms and Conditions that is clearly stated on our sales receipt and which the customer signed and agreed to, no refunds will be issued due to "buyer's remorse" or value discrepancies.
 
Diamonds International will only issue refunds if the merchandise is appraised within 30 days of the purchase by an independent certified gemologist/ appraiser who does not buy or sell gems or jewelry and whose sole business are appraisals.
 
If the appraisal report indicates that the ring is not 14 karat yellow gold. Diamonds International will offer a money back guarantee after receipt of the item in its original condition.
 
The customer failed to provide us with an independent appraisal stating  that  the merchandise was appraised and states that is 10 karat yellow gold, therefore **** ***** is not entitled to a refund for the full amount of the purchase.
 
In the interest of good customer relations the customer was offered to choose one of the following options as a resolution to her claim:
 
A Store Credit for the full amount of the purchase redeemable at any one of our locations, or through our catalog or our internet website.
•       An Evaluation of the piece.
 
 
**** ***** refused all options.
 
 
 
 
 
Diamonds International is/is not in possession of the merchandise in question.

All the necessary paperwork has been enclosed for your review.

Please feel free to contact me at ###-###-####.


 
Thank you in advance for your understanding.
Sincerely,
 
 
 
*******
Customer Service Representative.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

[Your Answer Here]She Is Lying I never rejected anything I want my money back DI lied.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******* *****




 

Business Response:
To Whom It May Concern:


 The following is a response to a BBB complaint filed by customer ******* *****.
**** ***** first contacted our customer service department on December **, 2012, concerning a purchase she made on November **.2012 from our St Maarten location.
**** ***** claimed that she was unhappy with the merchandise  she had purchased and therefore is asking
for a credit.
 
It was explained by a customer service representative to **** ***** according to Diamonds International Terms and Conditions that is clearly stated on our sales receipt and which the customer signed and agreed to, no refunds will be issued due to "buyer's remorse" or value discrepancies.
 
Diamonds International will only issue refunds if the merchandise is appraised within 30 days of the purchase by an independent certified gemologist/ appraiser who does not buy or sell gems or jewelry and whose sole business are appraisals.
 
If the appraisal report indicates that the ring is not 14 karat yellow gold or if the color or clarity differs negatively by two grades or more, Diamonds International will offer a money back guarantee after receipt of the item in its original condition.
 
The customer has not provided the independent appraisal.
 
In the interest of good customer relations the customer was offered to choose one of the following options as a resolution to her claim:
 
•     A  Store Credit  for the  full amount of the purchase  redeemable  at any one  of our locations,  or through our catalog or our internet website.
•    An Evaluation of the piece. ********* refused all options.
Diamonds International is not inpossession of the merchandise in question.
 
All the necessary paperwork has been enclosed for your review. Please feel free to contact me at ###-###-####.
 
Thank you in advance for your understanding.
Sincerely,
 
 
*******

5/22/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: While on a ****** ****** my wife and I attended a presentation on the ship for shopping ashore. Diamonds International was presented as a preferred shopping location by the ****** shopping guides ******* and *****. The passengers were told there would be a savings of 65% on merchandise. My wife and I purchased diamond earrings and a ring on ***** ****** at Diamonds International. The evening after our purchase while at sea one of the diamonds fell out of the ring. We contacted the shopping guides on the ship, ******* and *****. ******* gave us contact information for Diamonds International and the purchase was fully warrantied by Diamonds International and covered by the ****** satisfaction guarantee. Upon returning home it took a while to hear back from the contact number provided by ******* on the ship. My wife was told she could return the ring to have it repaired or return it for credit for purchase on line. My wife asked for a refund but ****** from Diamonds International told my wife that there was a no refund policy. Further review of the website for Diamonds International shows a 30 day money back guarantee for their product. On the back of our invoice it states no refunds for buyers regret. The merchandise is inferior in design and quality. It is is described as a crown of light diamond ring and earrings. Review by a local jeweler revealed all the diamonds are not crown of light cutting but instead low quality diamonds in the setting. As per the terms on the back of the bill of sale we contacted an independent certified gemologist to get the jewelry evaluated and have an appointment for an evaluation. As of today's evaluation at the local jeweler of the jewelry we were over charged almost $12,000. The earrings are listed in the EGL description section as total diamond wieght of 1.43 ct but a discrepancy on the EGL certificate only lists the total carat weight as 1.16 carat. According to the description on the EGL certificate the earrings purchased and the earrings we received are not the same. The ring EGL certificate there is also a conflict in the acutal carat weight listing it as 0.51ct then under the description section as 1.57ct. All of the diamonds are not brilliant cut diamonds as described in the EGL USA certificate. The actual ring is soft metal and can easily break under daily use. The presentation on the ship was not truthful and the actual product given to us at Diamonds International in ***** ****** is not the actual merchandise described in the EGL certificates.

Desired Settlement: Return the merchandise to Diamonds International and a full and complete refund of the purchase price.

Business Response: To Whom It May Concern:
 
The following is a response to a charge inquiry filed by customer **** *******. ** ******* first contacted our customer service department on April **, 2013, concerning a purchase she made on April **, 2013 from our ***** ****** location.
** ******* claimed that she was unhappy with the merchandise she had purchased and therefore is asking for a credit.
 
** ******* purchased a 14K fancy diamond Crown of Light ring.  We regret that there was a problem with the merchandise that requires a repair or replacement.  ** ******* stated that one diamond fell out and I offered her to replace it locally or in our NY facility, she refused and asked to be refunded, I explained her terms and conditions of the purchase but she refused to believe that the 60 day warranty it's for repairs or store credit and does not provide for refunds.
 
** ******* claims that her jewelers told her that the pieces she purchased from Diamonds International are not worth it but she failed to provide an independent gemologist report for each piece.
 
** ******* is within 30 days of the purchase and is entitled to a repair at no charge.
 
In the interest of good customer relations the customer was offered to choose one of the following options as a resolution to her claim:
 
•    A Store Credit for the full amount of the purchase redeemable at any one of our locations, or through our catalog or our internet website.
•    A repair or replacement of the merchandise
•    A remake of the ring. ** ******* refused all options.
Based upon Diamonds International' s terms and conditions and the options offered in an effort to resolve the claim, ** ******* is not entitled to a refund for the purchase.
 
Diamonds International is not in possession of the merchandise in question.
 
All the necessary paperwork has been enclosed for your review.    Please feel free to contact me at ###-###-####.
Thank you in advance for your understanding. ****** **
Customer service representative

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

I have reviewed the response from Diamonds International.  I discovered some inaccuracies in the response from ******.  In the opening paragraph ****** states we are asking for a credit.  We are not asking for a credit we are asking for a refund with the return of merchandise to Diamonds International.  In the second paragraph ****** states "the 60 day warranty it's for repairs or store credit and does not provide for refunds."  This is contradictory to her statement in the fourth paragraph "*** ******* is within the 30 days of the purchase and is entitled to a repair at no charge."  Which statement is correct?  The three resolution options provided in the letter are the same ones proposed when the initial contact was made with Diamonds International upon returning from our trip.  The letter from ****** states "*** ******* refused all options."  **** did not refuse all options and informed ****** we would consult an independent certified gemologist as specified in the terms on the back of the sales receipt and get back to her.  ****** clearly omitted this from her response.  Also, during the purchase we were not informed of the $50 charge for sizing.

An independent certified gemologist was consulted with the products we purchased from Diamonds International.  The conversation started off with why do you want the appraisal for the merchandise?  Is it for an insurance policy?  I told the gemologist it is to determine the color and clarity of the diamonds.  The gemologist asked why and I replied we purchased it on a cruise and want to know if it differs from what is listed on the EGL-USA certificate.  The gemologist asked did you purchase it from Diamonds International?  I said yes, it is.  The response from the gemologist was "I am so very sorry for you".  The gemologist has worked with other clients who purchased a product from Diamonds International and were substantially overcharged for the merchandise.  The merchandise we purchased from Diamonds International is not valued at $14,000 as listed on the sales receipt.  The gemologist asked if it was a "Crown of Light" diamond and unfortunately, they can charge whatever they want for the "Crown of Light" diamond because it is a "branded" product.  The gemologist proceded to explain as with any product whether it be a beverage, food, clothing, etc.  if it is a branded name the company can affix any price to it.  The EGL-USA certificates that were provided to us by Diamonds International are not the original EGL-USA certificates but instead laminated computer generated certificates made by Diamonds International.  The gemologist informed us the original certificates should have been provided to us.  The metal of the ring is of soft quality and we asked the sales manager in the store of original purchase of it will hold up with the physically demanding job **** has.  The manager said it would.  The side stone fell out that evening.

If Diamonds International did in fact produce such a high quality product that was truly valued at what we paid for it the worksmanship should have been top of the line.  I did some further research on line and discovered that if I was to purchase a product on line from Diamonds International within the United States or at one of the stores in Florida or Alaska I would be entitled to a refund.  This is alarming that their business practice within the United States differs from their other stores located elsewhere.  In my opinion, Diamonds International is aware of the laws within the United States and must abide by them.  However, because the store we purchased it from is outside the United States they can take advantage of the consumer and circumvent the refund policy in the United States.   Diamonds International is headquartered in the United States and should exercise uniform return policies for their products.  


Sincerely,
******* ******* 

Business Response: To Whom It May Concern:
 
The following is a response to a charge inquiry filed by customer **** *******. ** ******* first contacted our customer service department on April **, 2013, concerning a purchase she made on April **, 2013 from our ***** ****** location.
** ******* claimed that she was unhappy with the merchandise she had purchased and therefore is asking for a credit.
 
** ******* purchased a 14K fancy diamond Crown of Light ring.  We regret that there was a problem with the merchandise that requires a repair or replacement.  ** ******* stated that one diamond fell out and I offered her to replace it locally or in our NY facility, she refused and asked to be refunded, I explained her terms and conditions of the purchase but she refused to believe
that the 60 day warranty it's for repairs or store credit and does not provide for refunds.
 
** ******* claims that her jewelers told her that the pieces she purchased from Diamonds International are not worth it but she failed to provide an independent gemologist report for each piece.
 
** ******* is within 30 days of the purchase and is entitled to a repair at no charge.
 
In the interest of good customer relations the customer was offered to choose one of the following options as a resolution to her claim:
 
•    A Store Credit for the full amount of the purchase redeemable at any one of our locations, or through our catalog or our internet website.
•    A repair or replacement of the merchandise
•    A remake of the ring. ** ******* refused all options.
Based upon Diamonds International' s terms and conditions and the options offered in an effort to resolve the claim, ** ******* is not entitled to a refund for the purchase.
 
Diamonds International is not in possession of the merchandise in question.
 
All the necessary paperwork has been enclosed for your review.    Please feel free to contact me at ###-###-####.

Thank you in advance for your understanding.
****** **
Customer service representative

5/10/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My wife and I purchased a diamond bracelet, a pair of diamond earrings, and two watches from Diamonds International for a total cost of $38K. At the time of purchase we were emphatically assured that we could return the bracelet and earrings ($25K together) if we had them appraised for less then what we paid. Upon arriving home we took them to an impartial certified appraiser and the appraisal came back $10,000 less then what we had paid. We send them the impartial appraisal and they keep being told that they have to discuss this with higher management. They are also saying that the appraisal is the "wrong kind" of appraisal. Run around of the worst kind. We are working with a woman named ***** (won't give us her last name). Her number is ###-###-####.

Desired Settlement: Full refund of the merchandise. After this experience we do not want to work with them again. If they are unwilling to hold good on their promise and stated return policy which says that they will take the merchandise we would also settle for a $10K credit for the overpayment of merchandise that they guaranteed to be the "best price" compared to anybody else.

Business Response: To Whom It May Concern:
 
The following is a response to a BBB inquiry filed by customer **** *****. ** ***** first contacted our customer service department on 4/*/13, concerning a purchase he made on 4/*/13 from our ********** location. He claimed that he was unhappy with the merchandise he had purchased and therefore is asking for a credit.
 
It was explained by a customer service representative to ** ***** according to Diamonds International Terms and Conditions that is clearly stated on our sales receipt and which the customer signed and agreed to, no refunds will be issued due to "buyer's remorse" or value discrepancies.
 
Diamonds International will only issue refunds if the merchandise is appraised within 30 days of the purchase by an independent certified gemologist/appraiser who does not buy or sell gems or jewelry and whose sole business are appraisals. If the appraisal report indicates that the color and clarity differs negatively by two grades or more, Diamonds International will offer a money back guarantee after receipt of the item in its original condition.
 
The customer obtained jeweler's appraisal from Distinctive Diamonds who buys  and sells diamonds and jewelry. ** ****** was requested to obtain failed to provide us with an independent appraisal stating that the merchandise was appraised at two grades or more in color and clarity, therefore ** ****** is not entitled to a refund for the full amount of the purchase.
 
In the interest of good customer relations the customer was offered to choose one of the following options as a resolution to his claim. A Store Credit for the amount of the 18k/w Diamond Bracelet & pair of stud earrings from extra links of bracelet. Store credit has no expiration date and redeemable at any one of our locations, or through our catalog or our internet website.
 
** ***** ****** refused all options. Diamonds International is not in possession of the merchandise in question. All the necessary paperwork has been enclosed for your review. Please feel free to contact me via email or phone.
 
Thank you in advance for your understanding.

Sincerely,
*****
Diamonds International
 

5/6/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I recently purchased a ring from one of DI's stores in the Caribbean. I had to have it resized and fixed because the item was missing a prong for a set diamond. I also bought a loose diamond separately in another location, so it had to be set as well. During this work In a different St. Lucia, location than where the setting was bought, the piece was damaged. It has a scratch and dent on the outside of the ring. I paid a large sum of money and want to have it fixed. I called DI once I arrived home in NY and filed a customer claim. My claim # is *********. This was last week Thursday 4/*/13 I was told I would receive a call back f/ customer service and I am still waiting. Since I have 30 days for a full refund this is a time sensitive issue. I called back Friday - no answer. Monday and no answer. Finally yesterday 4/*/13 someone picked up and transferred me to a ******** but he wasn't available so I left a voicemail. I called right back and was told he was the only person that could handle my claim and that he would call back within 20 min. I still have not received his call today 4/**/13. At this point I want my money back because they have not handled themselves Ina professional manner after I called 3 times and they are probably waiting for the 2 wells until my 30 day guarantee is up.

Desired Settlement: At this point I do not desire to do business with this retailer. I would like my credit card credited for the full purchase amount.

Business Response: To Whom It May Concern:
 
The following is a response to a charge inquiry filed by customer ********* ******** ** ** ****.
**** ** ** **** first contacted our customer service department on 4/**/2013, concerning a purchase he made on 3/**/2013 from our Barbados / St. Lucia locations
**** ** ** **** claimed that he was unhappy with the merchandise she had purchased and therefore is
asking for a credit.
 
**** ** ** **** purchased a 18K DIAMOND RING with the SKU: 2352571 & GSI Bill # ********** purchase price $1,225.00usd and one .70 ISI2 LOOSE STONE with the SKU: 4070064 & GSI Bill # ********** purchase price $3,670.00usd. We regret that there was a problem with the merchandise that requires a repair or replacement.  Diamonds International Terms and Conditions guarantees defects reported within 30 days of purchase will be repaired or replaced. If the defect occurs more than 30 days after the purchase, Diamonds International will offer to repair the item at the customer’s expense.
 
**** ** ** **** is within 30 days of the purchase and is entitled to a repair at no charge.
 
In the interest of good customer relations the customer was offered to choose the following option as a resolution to her claim:
 
Replacement of the 18K DIAMOND RING for a new one. Store credit in the amount of  $1,225.00usd
Repair of the merchandise at no cost.
 
**** ** ** **** refused the option presented.
 
Based upon Diamonds International’s terms and conditions and the options offered in an effort to resolve the claim, **** ** ** **** is not entitled to a refund for the purchase.
 
Diamonds International is not in possession of the merchandise in question.
All the necessary paperwork has been enclosed for your review.    Please feel free to contact me at ******** ****.
 
Thank you in advance for your understanding.
 
 
 
 
 
Sincerely, ******** DI Customer Service
T: ###-###-#### Ext:****| International: ###-###-####

5/6/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: DI return policy is terrible. They have refused a package I sent UPS, trying to return a purchaseI made and found to be poor quality and below value of the purchase price.They have refused to issue a refund for an inferior piece of jewelry. The problem has beenfurther exacerbated by time constraints, and unreturned phone and email messages.

Desired Settlement: Immediate credit make to my credit card account and a refund of UPS charges of $20.

Business Response: To Whom It May Concern:
 
The following is a response to a charge inquiry filed by customer ******* ******.
 
** ******** first  contacted  our customer  service  department  on March **, concerning  a purchase she made on March*** from our ** ******** location.
** ****** claimed that she was unhappy with the merchandise she had purchased and therefore is asking for a credit.
 
** ****** purchased a sku # *******- 14 K ruby and diamond ring.
 
I submitted the full refund request on April ** and reimbursement request on April **. Refund request in the amount of $429.00. Should be ready today 04/**/13. Reimbursement request in the amount of $35.07. Should be ready on 05/**/13.
 
Diamonds International is in possession of the merchandise in question.
 
All the necessary paperwork has been enclosed for your review. Please feel free to contact me at ###-###-####

 
Thank you in advance for your understanding.
 
Sincerely,
****** ********* 
Chargeback Department

5/3/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Breitling watch from Diamonds International Cozumel during a cruise. Prior to the purchase, we were told that if we wanted to return the watch for any reason, within 30 days, it wouldn't be an issue. However, once back in the United States, we contacted the company to return the watch. The company told us they do not issue refunds on items and will not allow us to return the watch. They also asked for proof of being told we could return the item. I explained that we did not ask for written proof, figuring we didn't need it. However, on the back of our sales receipt it clearly states that they do not issue returns/refunds on watches. Therefore, we made the purchase under false pretenses.

Desired Settlement: We would like to return the watch and receive the refund that we were verbally told we could receive if the item was returned.

Business Response: To Whom It May Concern:
 
The following is a response to a charge inquiry filed by customer ****** ****** *** ***** first contacted our customer service department on April **, 2013, concerning a purchase she made on March **, 2013 from our ******* location.
*** ***** claimed that she was unhappy with the merchandise she had purchased  and therefore is asking for a credit.
 
It was explainea by a customer service representative to *** ***** according to Diamonds International Terms and Conditions that is clearly stated on our sales receipt and which the customer signed and agreed to, no refunds will be issued due to "buyer's remorse".
 
All watches sold by Diamonds International or Tanzanite International are covered by the manufacturers international warranty, therefore are not returnable for exchange, refund or store credit.
 
In the interest of good customer relations the customer was offered the following:
 
•    A partial refund in the amount of $500 to be credited to their charge card.
 
*** ***** signed an authorization letter and chose the following option as a resolution to her claim:
 
•    A partial refund in the amount of $500 to be credited to their charge card.
The $500 were credited already and the confirmation sent to customer on April **, 2013.
 
Diamonds International is not in possession of the merchandise in question.
 
All the necessary paperwork has been enclosed for your review. Please feel free to contact me at ###-###-####.
 
Thank you in advance for your understanding. Sincerely,
 
****** **
Customer Service Representative

5/2/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased 2 different rings on 2 different Caribbean Islands during an Holland America cruise in December 2012. On 12/**/12 I purchased an engagement ring setting at Dolma Jewelry International in Curacau for the purchase price of $1,480.00. I told the salesperson that the diamond I had at home to place in the setting was an oval, approximately 0.75 karat diamond. The salesperson did not tell me that the setting was for a less than 0.50 karat round diamond. The salesperson also did not measure or ask for my ring size which is 4.5. The size of the ring I was sold is 7 and cannot be sized down to a 4.5 without compromising the gold and diamonds in the ring. The salesperson and the representative from Holland America didn't explain any of the policies to me and were anxiously waiting for me to make a purchase so they could close the store. In fact, they closed the store to new customers while I was there. They did not have a matching band at that store and told me that when I arrived on the island of Aruba the next day I should go to the Diamonds International store right away because it was a bigger store with more inventory and they didn't know how long they would stay open on Christmas Eve 12/**/12. This ring is 18K gold. On 12/**/12 my husband and I went to the Aruba Diamonds International store after our morning shore excursion and told them that we had a ring on the ship that we wanted to find a matching band for. The salesperson and manager said that they would keep the store open so that we could retrieve the ring from our room on the ship. It was approximately 12:00 noon. They showed me a band that could be worn with the engagement setting but didn't match exactly and was not made as a set. Again, they did not offer to size the ring or ask/measure my ring size. Again, they sold us a size 7 ring that cannot be sized down to a 4.5 size. Again, they closed the store while we were still deciding on the purchase, closing early since it was Christmas Eve. I felt very pressured to purchase this band and did not realize that it was 14K gold. When I returned home, I took the rings to 4 separate reputable jewelers in San Diego, CA. All four stated that the rings were too large to size for my finger and that the setting was too small for my diamond. They sold me a setting that houses a less than 0.5 Karat round diamond! In addition, the color of the the diamonds in the band were certified by DI Int. as G-H. All four jewelers stated that the color is K-L, a lesser quality. This is an obvious misrepresentation of their certification. Finally, the band is 14K and the ring is 18K gold. The independent jewelers told me that if the rings are to be worn together they should be the same karat because one is softer than the other and with wear they will rub together, wear down and the diamonds will pop out. To summarize: the engagement setting is too small for the diamond that I described to them and for the incorrect shape of the diamond, the diamond quality in the band were misrepresented, the rings are too large to be sized to my finger, the gold in the two rings do not match. On January *, 2013, I filed a claim for a full refund with Diamonds International. Claim **********. On Jan. *, I spoke to "******* *" (###-###-####). He refused my request for a refund and only offered a replacement from one of their offshore stores or a store credit from which I was to choose replacement rings from their on-line catalogue. On January **, 2013 ******* * emailed that he "received confirmation from our workshop that we can do a custom ring with your desired ring size (4 1/2). Additionally to ensure the basket is of the appropriate size I would very much appreciate you share the dimensions of your ring, specifically Depth, length and width. If it is of your interest to have your diamond mounted by us, please issue a copy of your appraisal and I will take care of the necessary paperwork." I will not send my diamond to this company and will not accept a "custom ring" that I have never seen. He also did not address the second ring (band) and what they would do for that

Desired Settlement: Refund of $2,405.00 from Diamonds International, Inc. to ******* ** ****** Return of rings in possession of ******* ****** to Diamonds International, Inc.

Business Response: Dear *** *******,
 
On April **** 2013 customer has called requesting his store credit, previously offered, be processed. Unfortunately we needed the bank to confirm resolution before actually continuing any process. Chargeback was resolved to Diamonds Internationals favor and customer was issued the agreed and requested store credit letter for the total of both purchases in the amount of $2406.00 on April **** as a resolution to her claim.
 
On December **** and **** of 2012 *** ****** visited our stores in Aruba and Curacao and purchased an 18 karat gold semi mount for $1480.00 and a 14k diamond band for $925. Unfortunately *** ****** did not present her diamond nor the dimensions to assure the correct size merchandise would be issued.
 
*** ****** opened a claim with us on January *** 2013, requesting ring sizing. On January **** customer was offered a custom order in her desired size, customer refused this option. On January **** customer was offered full store credit upon returning her purchase, customer refused option. While doing follow up on February *** customer stated he has received verbal comments regarding the quality of the diamonds in her rings, customer was requested to present an appraisal from an independent certified appraiser that does not buy or sell jewelry and whose sole business is appraising, all to support properly any discrepancy as our terms and conditions state.
 
Customer failed to provide us with an independent appraisal stating that the merchandise was appraised at two grades or more in color and clarity, therefore *** ****** is not entitled to a refund for the full amount of the purchase.
 
All the necessary paperwork has been enclosed for your review.
 
If you have any questions, please do not hesitate to contact me at *** *** ****.
 
Sincerely, ********

Consumer Response: 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 and the matter has been resolved.  My complaint about the company still stands but it was too stressful and costly to keep dealing with this unethical company.

Sincerely,

******* ******



 

4/20/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Crown of Light diamond and 14KT gold ring while on a Carnival cruise to Antigua in November 2012 and last week 2 of the diamonds fell off. 2 Diamonds fell off a ring I've only had for 3 months! This is unacceptable! This should not be happening after just 3 months of having purchased this quite expensive ring! I am so disappointed in the quality of the workmanship of the ring! I can't wear it because I'm afraid more diamonds will fall out! What's the point of purchasing a ring you can't wear????? So all week I've been calling their customer service number (4 times counting this morning's call) and emailed them 7 times with no resolution! I did get a call from a "*** ******" on 2/**/13 but the only information he left on the message was his name and contact # in broken english. I've called him back 3 times since then with no response whatsoever. Why is it so hard to respond to a customer? I would like to know what I have to do to: 1. Either get a refund/exchange for the ring I purchased from you because I feel that it is poorly made and I’ve been tricked OR 2. Have them fix the ring I purchased from your store. As of right now I am a very frustrated because I cannot get a hold of anyone in that company and am a very unhappy customer!!!

Desired Settlement: Better Customer Service... Someone to email me back with specific information on how I can get my refund or my ring repaired!!!!

Consumer Response:

Better Business Bureau:

At this time, my complaint, ID ******* regarding Diamonds International has been resolved. 

After placing a complaint with the BBB, consulting with my attorney and getting Carnival's On Board Customer Relations Manager involved with several emails/ calls back and forth (over a period of over a month) with Diamonds International they finally agreed to fix my ring at their expense. 

 I had only had it for 3 months and 3 of the diamonds fell out on their own! 

I just received the ring back through FedEx 3rd Day Air on Tuesday and so far so good.  We'll see how long they last.  The diamonds they put back sit a little lower in the setting than the original ones did, but at least they replaced them!  I'm just glad we got it back in good condition. 

They received it at their NY headquarters on 3/** and we didn't get it back until 4/** so almost a month later for what they called "processing".  I started contacting them at the end of February and finally got it resolved on April ****. 

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,
******** ***************

4/8/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased diamond earrings that were color D-E (colorless) and paid $7,999. I had a certified appraisal conducted in which I have evidence that the earrings are only color G (near colorless) (which is inferior) and only worth $7,150. The certified appraisal was from the Texas Gemological Services, not a jewelry store. Diamonds International (DI) understands that I am seeking a full refund and they are not accepting my certified appraisal citing "unfortunately the refund was not approved since according with our Terms and Conditions we do not accept appraisals from a jeweler, however as an exception we con honer a partial refund in the amount of $750.00 or a store credit of $1100.00 plus the reimbursement towards the jeweler's appraisal." I am certain that my appraisal meets or exceeds their guidelines and it was not from a jeweler. An important item to note is that I did not take possession of the merchandise in the store, it was shipped to me. I told DI that they may have sent me the wrong earrings because I did look at the lower grade earrings, but purchased the much higher grade which is worth considerably more money. DI presented their products as being priced at a tremendous discount since they buy direct from DeBeers, so you avoid all of the markups. I was shocked to find out that the earrings appraised for less than I paid and even more disturbed to find out that the earrings that I recieved were not the same ones that I purchased.

Desired Settlement: I have requeted a full refund because the earrrings that I recieved are not consistent with color that was advertised. Their propsal would only compensate me to the point of bringing the appraised price equal to the purchase price. This does not take into account that the quality/value of these earrings are inferior to the ones that I purchased. If I had received the correct earrings they would have appraised for substantially more than the $7,999 that I paid.

Business Response:
To Whom It May Concern:
 
The following is a response to a complaint filed by customer **** ********.
**** ******** first contacted our customer service department on January **, 2013, concerning a purchase she made on November **, 2012 from our Grand Cayman location.
**** ******** claimed that she was unhappy with the merchandise she had purchased and
therefore is asking for a full refund.
 
It was explained by a customer service representative to **** ******** according to Diamonds International Terms and Conditions that is clearly stated on our sales receipt and which the customer signed and agreed to, no refunds will be issued due to "buyer's remorse" or value discrepancies.
 
Diamonds International will only issue refunds if the merchandise is appraised within 30 days of the purchase by an independent certified gemologist/ appraiser who does not buy or sell gems or jewelry and whose sole business are appraisals. For diamond purchases with an International Gemological certificate, we will only accept an appraisal based on a certificate from one of the following accredited internationallaboratories-GIA, AGS, EGL, HRD, or IGI.
 
If the appraisal report indicates that the color and clarity differs negatively by two grades or more, Diamonds International will offer a money back guarantee after receipt of the item in its original condition.
 
The customer failed to provide us with an independent appraisal stating that the merchandise was appraised at two grades or more in color and clarity, therefore **** ******** is not entitled to a refund for the full amount of the purchase.
 
In the interest of good customer relations the customer was offered to choose one of the following options as a resolution to her claim:
 
o        A Store Certificate in the amount of $1100.00 and the reimbursement towards the jeweler's  appraisal.
o         A partial refund in the amount of $750.00 to be credited to their charge card and the reimbursement towards the jeweler's  appraisal.
 
 
 
**** ******** refused all options.

Diamonds International is not in possession of the merchandise in question.
 
 
 
Please feel free to contact me at ###-###-####. Thank you in advance for your understanding. Sincerely,

Consumer Response:

At this time, I have been contacted directly by Diamonds International regarding complaint ID *******, however my complaint has NOT been resolved because:

[Your Answer Here]

They have issued a return authorization and are in receipt of the merchandise. They have indicated that the full refund is in process, but will take 3-4 weeks. Please keep this file open until I can confirm that I have received the full refund.  

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

**** ********

3/11/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Our outstanding claim against DI (Claim# AM*********) is for the original Diamond Certificate US ********** Since the date of purchase, December **, 2012, we have been seeking the original diamond certificate with a plotting diagram to identify the diamond that we purchased as US ********** For the record, we completed the transaction on the condition that DI would provide us with the original Diamond Certificate US ********** which is for the diamond we supposedly purchased. On January **, 2013, twenty days after our initial contact with DI’s customer service department on December **, 2012, DI’s representative advised us that there is no original Diamond Certificate US ********** and no document with a plotting diagram for our diamond. This is clearly a misstatement of the facts and is also in contradiction to the Appraisal Summary dated December **, 2012, which clearly states the following: Appraisal Summary - Report US **********“This document contains data from an original report in an updated format.” Because we cannot confirm that the diamond we have is indeed US ********** we rejected DI’s offer to reimburse us for the cost of a plotting diagram for the diamond in our possession, and would like to return the ring and diamond to DI for a full refund.

Desired Settlement: As a practical matter, plotting the diamond that we have will not provide us the assurance that the diamond is indeed associated with Diamond Certificate US *********, and therefore will not satisfy our claim. We would like a full refund and are seeking a Return Merchandise Authorization number (RMA#) and to know where to send the ring.

Business Response:
The following is a response to a BBB complaint filed by customer ********* ****.
*** **** first contacted our customer service department on 12/**/12, concerning a purchase he made on 12/**/12 from our ******* location.
*** **** informed me that he hasn't received his EGL certificate.
Diamonds International mailed customer EGL USA gemological laboratory appraisal summary on the diamond USPS track#**** **** **** **** **** ***
It was explained in detail by a customer service representative to *** **** that diamond that he purchased doesn't have plotting that he is welcome to send it to EGL lab for plotting and Diamonds International will reimburse him. It was explained to *** **** that he is not entitled to a refund according to Diamonds International Terms and conditions.
Diamonds International will only issue refunds if the merchandise is appraised within 30 days of the purchase by an independent certified gemologist/ appraiser who does not buy or sell gems or jewelry and whose sole business are appraisals. For diamond purchases with an International Gemological certificate, we will only accept an appraisal based on a certificate from one of the following accredited international laboratories-GIA, EGL, or IGI.
If the appraisal report indicates that the color and clarity differs negatively by two grades or more,
Diamonds International will offer a money back guarantee after receipt of the item in its original condition.
The customer failed to provide us with an independent appraisal stating that the merchandise was appraised at two grades or more in color and clarity, therefore *** **** is not entitled to a refund for the full amount of the purchase.
In the interest of good customer relations the customer was offered to send diamond to EGL laboratory for plotting and DI will reimburse him.
*** **** refused the offer.
Diamonds International is not in possession of the merchandise in question.
All the necessary paperwork has been enclosed for your review. Please feel free to contact me at ###-###-#### ext:****.
Thank you in advance for your understanding.

Sincerely, *****

Business Response:
The following is a response to a BBB complaint filed by customer ********* ****.
*** **** first contacted our customer service department on ********, concerning a purchase he made on 12/**/12 from our ******* location.
*** **** informed me that he hasn't received his EGL certificate.
Diamonds International mailed customer EGL USA gemological laboratory appraisal summary on the diamond USPS track#**** **** **** **** **** **.
It was explained in detail by a customer service representative to *** **** that diamond that he purchased doesn't have plotting that he is welcome to send it to EGL lab for plotting and Diamonds International will reimburse him. It was explained to *** **** that he is not entitled to a refund according to Diamonds International Terms and conditions.
Diamonds International will only issue refunds if the merchandise is appraised within 30 days of the purchase by an independent certified gemologist/ appraiser who does not buy or sell gems or jewelry and whose sole business are appraisals, For diamond purchases with an International Geinological certificate, we will only accept an appraisal based on a certificate from one of the following accredited international laboratories-GIA, EGL, or IGI.
If the appraisal report indicates that the color and clarity differs negatively by two grades or more, Diamonds International will offer a money back guarantee after receipt of the item in its original condition.
The customer failed to provide us with an independent appraisal stating that the merchandise was appraised at two grades or more in color and clarity, therefore *** **** is not entitled to a refund for the full amount of the purchase.
In the interest of good customer relations the customer was offered the following options as a resolution to his claim:

To send diamond to EGL laboratory for plotting and DI will reimburse *** ****
An exchange of the diamond with plotting diagram of equal value of your original purchase
Store credit for the full amount of *** **** purchase, redeemable at any one of our locations or Internet order via our website

*** **** hasn't decided which offer he will choose.
Diamonds International is not in possession of the merchandise in question.
All the necessary paperwork has been enclosed for your review. Please feel free to contact me at ###-###-#### ext: ****.
Thank you in advance for your understanding.

Sincerely, *****


Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

 

[

 

Diamonds International (DI) made a written offer dated January **, 2013 (DI’s Offer).  This offer followed a verbal offer on January **, 2013, which we rejected on January *** 2013.  After careful consideration, on February *, 2013 we rejected DI’s Offer based on the following:

1)      We do not trust DI because of a pattern of deception and dishonesty that began at the time of purchase on December **, 2012, and continues to the current time.  

2)      It is not our desire or intention to purchase a diamond from DI through the mail or from its web site.  For us, purchasing a $5,000 diamond is a very personal transaction that requires us to visually inspect and feel the diamond.  Recall that this is a very special purchase of a 25th wedding anniversary ring.

3)      DI’s offer of a store credit is also unacceptable because it does not give us the ability to immediately and conveniently replace the diamond.  DI does not have any stores near our home; therefore, using the credit requires us to incur costs to travel great distances, which is a burden and an inconvenience.

The pattern of deception and dishonesty is highlighted by the following:

§  The diamond we initially selected and purchased was replaced without our prior consent.  With the stone already mounted in the setting, DI’s sales personnel and management represented that the replacement diamond was just as good as or better than the diamond we chose.  This turned out to be false since unlike the original diamond we selected, the diamond we have has a visible blemish.

§  At the time of sale on December 19, 2012, DI represented that it had, and would provide, the original diamond certificate for the diamond we purchased.  Our receipt from DI Cozumel identifies this certificate as EGL US **********  At the time of purchase, we were very clear with DI Cozumel sales staff and management personnel that a condition of the purchase was a diamond certificate with a plotting diagram that identified the diamond.  We were given verbal assurances that we would get a diamond certificate from DI New York, and also given a receipt that we were led to believe represented DI Cozumel’s request for a new certificate from DI New York.   To be absolutely clear, had we been told that EGL US ********* was not a diamond certificate with a plotting diagram, we would not have consummated the purchase transaction.

§  In place of the diamond certificate for EGL US ********** DI sent us an Appraisal Summary.  The Appraisal Summary is not an EGL Diamond Report (Certificate) with the plotting diagram to identify the diamond.  To date we have received two appraisal summary reports for US ********* – one dated December **, 2012, sent to us from New York on January*, 2013, via U.S. mail, and the other dated September **, 2012, sent to us January **, 2013, from Mexico via DHL courier service. 

§  DI’s January **, 2013 letter to the Better Business Bureau responding to our complaint misrepresented the facts by stating that we had already received the diamond certificate and that our claim for a refund was denied because DI will only issue refunds if the merchandise is appraised within 30 days of the purchase. DI made these statements with the knowledge that our request for a refund is based on DI’s breach of the conditions of the sale transaction, and not due to an appraisal issue.  In fact, at no time did we state to DI’s customer representatives that we intended to get the diamond appraised.  Also, DI’s January *** 2013 letter incorrectly stated that we contacted DI Customer Service on December **, 2012.  For the record, on December **, 2012, we telephoned DI Customer Service and left a voice mail outlining our initial concerns.

We do not buy fine jewelry online, and find that this would not be to our benefit.  We already have a setting and need to consider the consequences if we make the wrong decision.  The visual appearance of a diamond outside the setting and inside the setting is equally important as its grade and clarity.  On the day of the purchase, after we spent many hours selecting a diamond, DI substituted the diamond we chose and misled us to believe that the replacement diamond was of equal or better quality.  Our experience on and since December *** 2012, has convinced us that DI does not have the capacity to deal with us in good faith. 

Our outstanding claim against DI (Claim# ***********) is for the original Diamond Certificate US ********* that DI does not have.  Getting a replacement diamond in the mail or online, is not an option we care to pursue and a store credit is unacceptable compensation.  As stated in our prior letters and e-mails to DI, given the circumstances and our experience to date, we are not interested in working with DI to replace the diamond and again ask that DI provide us with a Return Merchandise Authorization number (RMA#) and let us know where to send the ring.

Thank you for your consideration.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

********* **** 



 

3/1/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 11/**/2012: My husband and I purchased a diamond ring at Tanzanite International, subsidiary company owned by Diamond International (DI). we purchased the ring while cruising with ***** ********* ****** ****, *********** ** *** ***, at ****** *******. We paid $26,000 for the ring. Upon receiving the ring, we noticed not only the ring was too big to fit my finger, but the center diamond stone was also not securely set on the ring. we immediately notified the cruise-shopping guide (*****), she provided DI's company phone number in New York. [***** was present during our purchasing of the ring and she delivered the ring to me.] 12/*/2012: I called DI immediately upon my return to U.S., but it was closed for the weekend, so I left a message stating the issues with my ring. 12/*/2012: I called again and left a message. On the same date, ***** from DI customer service called me back. Initially, I was going to have them reimburse me for the repair, as I planned to take it to a local shop to get it repaired. However, I thought about it more after talking with *****, that I spent $26,000 on a ring that I cannot even wear, that is not fair. On the same night, I emailed ***** and notified her that I want to get it refunded instead, as I do not want a "scarred" ring and requested refund procedure. 12/*/2012: ***** responded "In order for me to better assist you, please send me all the paperwork that you got during the purchase." I provided ***** with a copy of the store receipt within an hour. 12/*/2012: ***** responded "Dear ****, As per our phone conversation & email correspondence, I spoke to ******* store and was informed that the EGL certificate for the Crown of Light diamond was given to you in the store during the purchase. We regret that there was a problem with the merchandise that requires a repair or replacement. Diamonds International Terms and Conditions guarantees defects reported within 30 days of purchase will be repaired or replaced. We have a receipt of purchase which you signed agreeing to the terms and conditions of this sale." She offered to exchange or a store credit for the defective ring. 12/*/2012: I responded to ***** that that I declined to her offers and let her know that the back of the receipt, it also states that "Refunds will not be issued due to 'buyer's remorse." I told her the reason that I am requesting refund was because the ring was not up to the standard, and that is not buyer's remorse. For $26,000, I expect the ring to be wearable and not sitting in a box. 12/*/2012: I have not heard back from ***** since my last email to her.

Desired Settlement: My bottom line is that if Diamond International cannot do it right the first time, then how can I trust them fix it right. I am very disappointed with the purchase, and just want a refund. [DI’s term and condition does not state no refund to a defective item.]

Business Response:
The following is a response to a BBB filed by customer ******* **** & **** ***. **** *** first contacted our customer service department on 12/*/12, concerning a purchase she made on 11/**/12 from our ******* location. **** *** claimed that she was unhappy with the merchandise she had purchased and therefore is asking for a credit.
******* **** & **** *** purchased a 14k/w Diamond Semi-mount Ring with center Crown of Light Diamond KSI1 2.S4tcw.  We regret that there was a problem with the merchandise that requires a repair or replacement. Diamonds International Terns and Conditions guarantees defects reported within 30 days of purchase will be repaired or replaced. If the defect occurs more than 30 days after the purchase, Diamonds International will offer to repair the item at the customer's expense.

**** *** is within 30 days of the purchase and is entitled to a repair at no charge. In the interest of good customer relations the customer was offered to choose one of the following options as a resolution to her claim.

A Store Credit for the full amount of the purchase redeemable at any one of our locations, or through our catalog or our intemet website.
A repair or replacement of the merchandise
**** *** refused all options. Based upon Diamonds International's terms and conditions and the options offered in an effort to resolve the claim, **** *** is not entitled to a refund for the purchase.
Diamonds International is not in possession of the merchandise in question. All the necessary paperwork has been enclosed for your review. Please feel free to contact me at ###-###-#### Ext ****. Thank you in advance for your understanding.
Sincerely,
*****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID#*******, and have determined that my complaint has NOT been resolved because:

 

I am still working with the merchant to get my ring repaired. Until I receive a new ring that is re-sized to size 5, with 6-prone setting and has all stones (including center Diamond) secured, then I will close this complaint.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** ***




 

Business Response:

The following is a response to a BBB inquiry filed by customer ******* **** and **** ***. **** *** first contacted our customer service department on 12/*/12, concerning a purchase she made on 11/**/12 from our ******* location. **** *** claimed that she was unhappy with the merchandise she had purchased and therefore is asking for a credit.
**** *** purchased a 14k/w Diamond Semi-mount Ring with center stone Crown Of Light Diamond KSI1 2.54tcw. We regret that there was a problem with the merchandise that requires a repair or replacement. Diamonds International Terms and Conditions guarantees defects reported within 30 days of purchase will be repaired or replaced.
**** *** is within 30 days of the purchase and is entitled to a repair at no charge. In the interest of good customer relations the customer was offered to a repair or replacement of the merchandise.
**** *** signed an authorization letter and requested the ring to be resized to size 5 and center basket was changed to 6 prongs as a resolution to her claim. Diamonds International completed the repair/remake of the ring and shipped it back to customer on 2/**/13. The ring was sent via FedEx overnight and track #************. Customer has been updated via email.
All the necessary paperwork has been enclosed for your review. Please feel free to contact me at ###-###-####.
Sincerely,
*****

2/18/2013 Problems with Product/Service | Complaint Details Unavailable
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