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            Business ProfileforDiamond Nexus

            Jewelry Manufacturers
            BBB accredited business

            Current Alerts For This Business

            Pattern of Complaint:

            In July of 2023, BBB detected a pattern of complaints for Diamond Nexus. Many of these complaints pertained to product and advertising issues; in particular, consumers stated that the product that they purchased was not as advertised, or that the overall quality of the product was poor. Consumers also stated that the guarantee/warranty they believed they were receiving was not upheld and that the refund/exchange process was difficult to work through.


            Diamond Nexus provided a response to this inquiry on July 17, 2023, and addressed the concerns brought forth. Their response explained that their language was reviewed by the FTC in 2019 when the guidelines were updated. The language recommendations and guidelines that were put in place by the FTC in 2019 addressed gemstone descriptions; in particular “lab-grown diamond” or “lab-created diamonds” diamonds and other “lab-created gemstones.” Updates were made to the Diamond Nexus website that met these guidelines. The Nexus Diamond Alternative always appears with the word “alternative” and/or “simulant” as a qualifying descriptor and the expanded definition appears in every step of the shopping and checkout process. The patented Nexus Diamond ™  Alternative is a simulant stone that replicates the look of a flawless diamond. 


            Diamond Nexus has also added additional man-made stone types to their site as of July 2022, and January 2023. The stone offers include: Lab Grown Diamonds, Moissanite, and the Patented Nexus Diamond ™  Alternative. The definitions presented are as follows and require selection prior to checking out:

             

            Lab Grown Diamond: A man-made diamond that is chemically identical to a mined diamond.

            Moissanite: A lab-created gemstone with more fire and brilliance than a diamond. 

            Nexus Diamond Alternative: A patented diamond simulant that replicates the look of a flawless diamond. 


            These definitions exist on the product detail page as well as on dedicated landing pages under their website section, labeled “Education & Service”.


            Diamond Nexus has also noted that prior to 2021, they performed most repairs and cleanings at no cost in addition to their free stone replacement policy for Moissanite and the Nexus Diamond ™ Alternative. They have had to make market adjustments in order to maintain business sustainability, and are now assessing fees for these services. All Moissanite and Nexus Diamond ™  stone replacements continue to be free though there is a service charge. This assessment of fees for previously waived services fees may have caused some confusion for past customers. All of these policies are outlined clearly on their website.


            Diamond Nexus has stated that they “will continue to offer our customers clear product descriptions that are in compliance with the FTC guidelines, special upgrade pricing for any returning customers, and the best value that we are able to offer for our service prices."


            At-a-glance

            Customer Reviews

            2.69/5stars

            Average of 61 Customer Reviews

            Customer Complaints

            32 complaints closed in last 3 years

            11 complaints closed in last 12 months

            BBB Rating & Accreditation

            Accredited Since: 4/3/2007

            Years in Business: 19

            Customer Reviews are not used in the calculation of BBB Rating

            Overview of BBB Rating

            Overview

            Diamond Nexus offers internet sales for man made simulant diamonds and fine jewelry.

            Business Details

            BBB File Opened:
            12/14/2005
            Years in Business:
            19
            Business Started:
            9/4/2004
            Business Started Locally:
            9/4/2004
            Accredited Since:
            4/3/2007
            Type of Entity:
            Sole Proprietorship
            Alternate Business Name
            • Diamond Nexus Labs
            Related Businesses
            Business Management
            • Gary LaCourt, CEO
            • Jessica Nelson, Customer Service Manager
            Contact Information

            Principal

            • Jessica Nelson, Customer Service Manager

            Customer Contact

            • Gary LaCourt, CEO
            • Jessica Nelson, Customer Service Manager
            Additional Contact Information

            Fax Numbers

            • (414) 858-2291
              Primary Fax

            Phone Numbers

            Customer Complaints

            32 Customer Complaints

            Need to file a complaint? BBB is here to help. We'll guide you through the process. How BBB Processes Complaints and Reviews

            File a Complaint

            Most Recent Customer Complaint

            02/19/2024

            Complaint Type:
            Delivery Issues
            Status:
            Resolved
            I sent in my brand new engagement ring (that I got on Christmas Day) to get resized on 12/27/2023. The order number is #*********** I was told it would be a 3 week turnaround, which is standard so I sent it in. That was then turned into an 8 week turnaround with a delivery date of 2/21/2024. I just got an email that said it will be LONGER now, and that there is no update as to when my ring will be shipped back to me. This is highly concerning, considering this is a piece of jewelry that was very expensive.Im extremely upset as I never would have sent the ring back in the first place had I known Itd be this long. I understand these things take time, but I never should have been given that 3 week estimate if it was going to be this long.We went with Diamond Nexus because of the high level of customer service that was advertised, but now we are left with an extremely unfortunate taste in our mouth because of this whole experience. I am hoping to speak to someone that can hopefully expedite this process as we will be traveling soon and will not be home to receive packages.
            Read More

            Customer Reviews

            61 Customer Reviews

            What do you think? Share your review.

            How BBB Processes Complaints and Reviews

            Start a Review

            Most Recent Customer Review

            Arby B

            1 star

            03/21/2024

            Won't tell me where my ring is. I have made seven phone calls totaling 3 hours, I have sent numerous emails to no avail. I returned a ring to them and watch the tracking and it was delivered to them on May 5th but they won't tell me where it is or when I will get it. Businesses just don't do business that way

            Diamond Nexus Response

            03/25/2024

            Hello ****, We're sorry to hear you had this experience. Please check your spam folders for the email that was sent to you on March 8th regarding *********** request. If you need further assistance, please contact your ************* Team.

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