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Metropolitan New York, Long Island, and the Mid-Hudson Region

BBB Business Review

Consumer Complaints

This Business is not BBB Accredited

Diamonds International

(800) 515-3935

Customer Complaints Summary

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.

Industry Comparison | Chart



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Closure Definitions

Complaint resolved with BBB assistance
BBB records show the issues raised in the complaint have been resolved. Either customer confirmed the complaint has been resolved, or business confirmed the complaint has been resolved and customer did not respond to BBB correspondence informing customer that complaint will be considered resolved unless BBB hears otherwise from customer.
BBB found business made good faith effort to resolve complaint but customer not satisfied with business response
BBB found that business adequately addressed the disputed issues and made a good faith effort to resolve them; however, customer has informed BBB that he/she is not satisfied with the outcome. In some cases, business may have agreed to mediate or arbitrate the complaint but customer declined to participate in mediation/arbitration.
Customer not satisfied with business response; BBB did not find business made good faith effort to resolve complaint
BBB did not find that business adequately addressed the disputed issues and made a good faith effort to resolve them, and customer has informed BBB that he/she is not satisfied with the outcome. In some cases, customer may have agreed to mediate or arbitrate the complaint but business declined to participate in mediation/arbitration.
BBB did not receive a response from business
BBB did not receive a response from business after two attempts to contact business, and BBB communications with customer do not show that business contacted customer to resolve the complaint.
BBB cannot process complaint
This includes situations where BBB cannot locate business, business is no longer in business, or business is in bankruptcy and complaints must be submitted through bankruptcy trustee.
Industry Comparison ChartX

The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Metropolitan New York, Long Island, and the Mid-Hudson Region. Businesses may engage in more than one type of business. This comparison does not account for the length of time the businesses have been operational. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by the BBB.

# of businesses with NO complaints in the past 36 months 3
# of businesses with 1-4 complaints in the past 36 months 4
# of businesses with 5-25 complaints in the past 36 months 5
# of businesses with 26-99 complaints in the past 36 months 4
# of businesses with 100 or more complaints in the past 36 months 2 Diamonds International is in this range.
Total # of same relative size businesses in the BBB database in this type of business 18

BBB began including complaint response text in BBB Business Reviews on 7/31/2013.

BBB Business Reviews show, for complaints that are received electronically, the text of the complaint and the text of the initial response from the business, as well as the final responses from the business and the consumer. For businesses that receive a high volume of complaints, BBB shows the text described in the previous sentence for a random sample of about 20% of the reportable complaints received.