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In Wisconsin

BBB Accredited Business since

Diamond Nexus

Phone: (414) 858-2299 Fax: (414) 858-2291 View Additional Phone Numbers 5050 W Ashland Way, Franklin, WI 53132 http://www.diamondnexus.com

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Description

This company offers internet sales for man made simulant diamonds and fine jewelry.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Diamond Nexus meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

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

Factors that raised the rating for Diamond Nexus include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 28 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

28 complaints closed with BBB in last 3 years | 8 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 5
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 1
Problems with Product/Service 22
Total Closed Complaints 28

Customer Reviews Summary Read customer reviews

17 Customer Reviews on Diamond Nexus
Customer Experience Total Customer Reviews
Positive Experience 4
Neutral Experience 2
Negative Experience 11
Total Customer Reviews 17

Additional Information

top
BBB file opened: December 14, 2005 Business started: 09/04/2004 in WI Business started locally: 09/04/2004
Type of Entity

Sole Proprietorship

Business Management
Mr. Kyle Blades, Director of Marketing Ms. Brianne Smith, Director of Sales
Contact Information
Principal: Mr. Kyle Blades, Director of Marketing
Customer Contact: Ms. Brianne Smith, Director of Sales
Business Category

Jewelry Manufacturers Jewelers - Retail Internet Shopping Jewelry and Silverware Manufacturing (NAICS: 339910)


Additional Locations

  • 5050 W Ashland Way

    Franklin, WI 53132 (414) 858-2299 (800) 509-4990

  • 1
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Additional Phone Numbers

  • (800) 509-4990(Phone)
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Complaint Detail(s)

7/1/2014 Problems with Product/Service
5/17/2014 Problems with Product/Service
3/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband purchased the Valencia ring in Sept 2012. It's a beautiful ring, however the center stone is of HORRIBLE quality. We got married in June 2012 and my stone was horribly scratched for my wedding, however I did not want to risk sending it in/not getting it back/getting it back late before my wedding. I finally got around to sending it in about a year ago. My ring was gone for about a month and then it was sent back to me, repaired and beautiful. Now the same issue has come up. I find it unacceptable I am expected to send my ring in every 18 months for a "scratch resistant" ring. 18 months is NOT scratch resistant. I do not do manual labor or anything that would result in more scratching than the normal wear and tear, which the ring (which is an engagement IE WEAR IT EVERY DAY ring) should be able to endure. Diamond Nexus has failed to give me an alternative other than mailing in my ring every 18 months. The reviews of the ring are HORRIBLE. Clearly it is not a "user error" and a quality error.

Desired Settlement: I would like something other than the stone that was in the original ring (the same type stone was put in the ring the second time). Clearly we are just band-aiding an issue and not FIXING it. I refuse to mail my ring in for a third time. I am willing to send it in for a second time (and get my THIRD center stone in 2 1/2 years) and give Diamond Nexus another shot, but if a third time is required, my attorney will be involved.

Business Response:

Mr. ****** purchased the Valencia engagement ring on September 6, 2011.  This ring has been in our repair department one time, in January 2013.

 

Our diamond simulants have the same look, wear, and feel of a naturally mined diamond and just like a naturally mined diamond; they can sometimes get scratched or chipped.  Unlike a naturally mined diamond, we have a lifetime guarantee on our diamond simulants.  If a Diamond Nexus mounted simulant ever fades, discolors, or becomes damaged, a free replacement will be granted.

 

Here’s the link to our lifetime guarantee:

 

http://www.diamondnexus.com/customer-service-our-triple-guarantee.html

 

Since the time Mr. ****** purchased the Valencia ring we have added lab-created pure carbon diamonds.  They are graded just like mined diamonds so the cut, color, and clarity can and will vary.  Mr. ****** can upgrade to a lab-created pure carbon diamond if he chooses and would only have to pay the difference in price from his original purchase to the new ring with the pure carbon stone.  Our pure carbon stones do NOT have a lifetime guarantee.

 

Below is the link to the lab-created pure carbon diamond information page:

 

http://www.diamondnexus.com/fine-loose-stones-pure-carbon-series  

 

The ******* are welcome to contact the customer experience coordinator, ******** *******. She can send them a UPS return label and work with them through the repair process.

 

She can be reached at ###-###-#### or ********.************************.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]


Their product is NOT up to standard. Same "look, feel and wear" is absolutely incorrect and a flatout lie. A true diamond would not need to be repaired 2x in 3 years for anything OTHER than poor craftsmanship. I have given Diamond Nexus yet another chance to give me a quality product. If I have to send this ring in for yet another "repair" due to scratching, I will either want a better quality product that holds true to their "look, feel and wear" as a real diamond or a refund in full. I will also be sending any and all correspondence with Diamond Nexus to my attorney.

Regards,

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

 

 

Business Response:

Mr. ****** purchased the Valencia engagement ring on September 6, 2011.  This ring has been in our repair department one time, in January 2013.

 

Mrs. ****** has suggested that poor craftsmanship is the cause of the stone becoming damaged but the diamond simulant in her ring is not crafted at the same time the metal work is being done; therefore the craftsmanship of the ring would have no affect on the stone.

 

Our diamond simulants have the same look, wear, and feel of a naturally mined diamond and just like a naturally mined diamond; they can sometimes get scratched or chipped.  Unlike a naturally mined diamond, we have a lifetime guarantee on our stones.  If a Diamond Nexus mounted simulant ever fades, discolors, or becomes damaged, a free replacement will be granted.

 

Here’s the link to our lifetime guarantee:

 

http://www.diamondnexus.com/customer-service-our-triple-guarantee.html

 

Because we have a lifetime guarantee, if for any reason a stone becomes scratched, we will replace it at no charge.

 

If Mrs. ****** would prefer to have a pure carbon lab created diamond they can take advantage of our trade up program and purchase the Valencia ring with a pure carbon, princess cut, lab created diamond.  Their cost would be the difference between the original purchase price of the ring and the new price with the pure carbon stone. 

 

They may also send the ring to us for the lifetime stone replacement guarantee. 

 

These are the options we have available.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/27/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased two rings late spring 2013. The Luna band with a 1.5 carat diamond simulant, and the comet theater band, which has tiny stones set flush around the band. The next day after the rings arrival ( First week of July, 2013) I noticed a tiny stone missing on the Comet theater band. I was mortified. I called, and they covered the cost of having it shipped back to be repaired. I had the ring back for a couple of weeks, and after a baseball game the end of August, I noticed two stones were now missing in the comet theater band. It was past the one month warranty, so I was told I needed to pay a resetting fee, and for shipping. I disputed this because the ring at this point had spent most of it's warrantied time in transit or repair. :( I was very disappointed with the quality of the goldsmithing, not to mention embarrassed and constant fear I would look down and see another stone missing. They agreed to cover the cost of repair and shipping. I was satisfied and appreciative. Fast forward to a couple days before thanksgiving, I look down and ANOTHER stone is missing from this band!!!! I understand the warranty is 30 days, and that the only warranty 'option' past the 30 days is to spend more money and 'upgrade'. I am not satisfied with that because my ring spent most of the warranty time in transit or repair, and should last more than a couple of months before needing to be repaired at my cost. Not to mention I am unwilling to spend more of my hard earned dollars on products that are poorly manufactured. I e-mailed the company the last week of November and have not had a response. The order history is truncated and does not show my original order, only the repair order that took place in August. The most recent repair order is ************ The purchase and complaint dates are general, since the website does not have any of my purchase information or first repair order in my account. The refund I am requesting is the cost of the ring minus the 20% discount code I used in purchasing it. Thank you.

Desired Settlement: full refund for comet theater band, and for DNL to pay return shipping so I can send it back to them.

Business Response:

Ms. **** purchased the Luna engagement ring and the Comet Theater matching band on May 17, 2013 and received the ring on June 3, 2013.  On June 5, 2013 Ms. **** contacted us indicating the Comet band had lost a stone.  We sent Ms. **** a UPS label so she could send the ring back for repair at no charge.  We received the ring on June 14, 2013, did the repairs, and shipped it back to Ms. **** on June 18, 2013.  On July 24, 2013 Ms. **** contacted us again indicating she had lost a stone from the Comet band. We sent her a UPS label so she could return it to us for repair.  We received the ring on August 2, 2013 and did the repairs at no charge and returned it to Ms. **** on August 28, 2013.

As this is the fourth time Ms. **** has lost stones in the Comet Theater matching band, we would like to send Ms. **** a UPS label so she can send the Comet Theater matching band to us and we will make her a brand new one.  We haven’t spoken to Ms. **** to make this offer but we have called her and left a voice mail.  We are awaiting her call back.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband purchased the gwyneth style engagement ring and wedding band. It is absolutely stunning! He went with a 1.65 center stone and special ordered it to be cushion cut since that is what I've always wanted. A few days after he proposed, I noticed one of the accent stones was missing from the engagement ring. Now, I am one to never to take my jewlery off, I would sleep, shower and clean with all of my rings on and never think twice about it so when it happened the first time, I knew it was my fault. My husband dropped the ring off at the ******* location to get fixed (which is no longer there) and it took almost 4 weeks to get it back! We decided not to prolong things and chose do a civil ceremony and after went out to celebrate with friends and family and while we were out, I noticed the CENTER stone had fallen out!!! Mind you I'd only had the ring back a week and took it off before doing anything that might ruin it or cause a stone to fall out. My husband dropped the ring off again and again, it took almost 4 weeks to get back. *** ******* at the ******* location was always very helpful and always tried to take care of the situation and put me at ease but as a new bride with a gorgeous rings, being able to show it off is one of the biggest perks to it all and I was not able to do so for a very long time. Here we are a year later and I've had several issues with these rings. It's come to the point to where I barely even wear them! I never have them on when I'm at home and I only work 15 hours a week in retail so I am not harsh on them by any means yet my wedding band, at this very moment, is missing TWO stones and one of the stones is missing from the top of the ring, not the bottom. They say that there is no charge for a missing stone which is correct, they don't charge for the stone BUT they get you with the setting fee and having to pay $55 for the fee and the shipping is ridiculous especially since it is the quality/craftsmanship of the ring at fault and not my own!! I was told that because it is almost an eternity style band, the stones will fall out and I will have to pay this fee EVERYTIME. If that is the case, give a warning before purchasing or stop selling it all together because a customer should not have to continuously pay for poor products! I have many real diamnond rings including a beautiful black and white diamond ring in a pave setting that I NEVER take off and 5 years later I have NEVER had a problem with it! Out of the year that I've had them, I've had to send them in a total of 6 times and each time it has taken at the minimum of 3 weeks to receive which means I've only been able to wear my rings, together, 4/5 months out of 12. The Gwyneth engagment ring and wedding band, although stunning, are a total waste of money and defective products- there is NO WAY that I should have this many problems when I hardly ever wear them.

Desired Settlement: My husband and I are not prepared to pay to have my wedding band fixed AGAIN and are also not going to pay for an upgrade in order stop dealing with the poor craftsmanship that the gwyneth style rings continue to have. There has to be an option offered to ensure customer satisfaction.

Business Response:

Mr. ****** purchased the Gwyneth engagement ring and matching band, with a custom setting of a cushion cut center stone instead of the regular round center stone, in size 7.5 on September 23, 2012.  Mr. ****** came to our retail store and picked up the rings on October 17, 2012.

 

October 26 the customer called to inquire about getting the rings sized smaller. At that time we advised him it would take approximately 10 – 14 business days. 

October 31, 2012 we processed an exchange for the Gwyneth engagement ring to make a brand new ring in size 6.75. We cannot size the rings down so we created a new order and produced the second set of brand new rings in the size the customer requested.

  

November 9, 2012 the customer called to check the status of the new ring, at that time we advised them of a Quality Assurance problem while producing the ring and it will take a bit more time.

November 14, 2012 Mr. ****** picked up the new ring.

November 15, 2012 Mrs. ****** sent an email expressing her dissatisfaction regarding the time it took to make her new ring. The retail store manager promptly replied back to the email, on the same day, apologizing for the delay but also explaining the production time frame of 10 – 14 business days and that we were still within that time frame.

November 27, 2012 we received the Gwyneth engagement ring and matching band back from the customer.  The center stone had come loose and the customer also said the rings were too big.  They requested the rings to be a size 6.25.  We cannot size the rings down so we created a new order and produced the third set of brand new rings in the size the customer requested.

December 18, 2012 Mr. ****** picked up the newly made rings from our retail store. 

August 14, 2013 Mrs. ****** called to ask about having the rings sized down again.  These rings cannot be sized down.  We do have a 30 day resize policy and since these rings were purchase in September 2012 it is outside the 30 days.  We had remade these rings twice, in smaller sizes, per the customers request even after the first 30 days had passed and at this time will not make another set.  We offered to do bishop bumps, which are two small balls of gold soldered to the inside bottom of the ring, to help them fit tighter and we also discussed our trade up policy with the customer.

(Below is the link to our trade up policy )

http://www.diamondnexus.com/customer-service-trade-up-policy.html

August 16, 2013 we received Mrs. ******’s engagement ring in for repair as it had lost a stone. Our warranty department created the repair order for stone replacement, stone tightening, and refinishing for $50.00 plus tax and $8.00 for shipping.

(Below is a link to our sizing and repair policy )

http://www.diamondnexus.com/customer-service-sizing-and-repairs.html

We would be happy to work with Mrs. ****** towards a resolution to her complaint, however, we are not clear on what the current issue is. Mrs. ****** may contact us at ###-###-#### so we can begin the resolution process.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Twice now you have failed to accept and acknowledge that my complaint has NOTHING to do with your sizing policy! When the rings were dropped off the first time it was not only for sizing, but also because an accent stone had fallen out of the engagement ring only after having worn it for a couple of days.  That was the first of SIX times in total that stones have fallen out of my engagement ring and wedding band and I barely ever wear them!  I am a very reasonable person, why would anyone in their right mind submit a complaint over the sizing policy when your business clearly has no control over the size of my fingers??  My complaint is for continuously having to have the rings repaired due to poor craftsmanship!  I have all of the correspondence saved from your company, including the initial sent email to Diamond Nexus on November 14, 2012 complaining about the time that it took to not only size the rings but to repair the first of many missing stones.  On November 23, 2012 an email was sent because the center stone had fallen out.  On February 4, 2013, an email was sent to Erika Zelinski letting her know that once again a stone had fallen out and that I would need a third stone repaired.  My husband and I realized that the store was closed so when the fourth repair for a missing stone needed to be made, we mailed it in and paid over $20 to have it insured through the post office since we would be mailing over $2,000 worth of jewelry.  Yes I inquired about having the rings sized, NO that was in no way the issue at hand, the repair was what was important.  Did I mention that was the FOURTH stone needing to be replaced??  I only work 15 hours outside of the home and in retail.  I am in no way hard on my rings and NEVER wear them when I am at home and yet I find myself needing TWO more stones on my wedding band repaired!!! Not only is the craftsmanship at Diamond Nexus poor, but so is the customer service.  In one years time these rings have needed SIX repairs, 4 of which have been made and you completely over look the issue at hand and choose to focus on the sizing.  I would love to be able to wear my rings without constantly worrying about losing a stone and my husband and I are not willing to spend another cent to have my wedding band fixed.  If this specific style of ring will only continue to lose its stones, regardless of how careful I am with them simply because of the "almost eternity" style that they are, then we would like new rings made, a replacement of the rings for a different style- SOMETHING because not being able to wear and enjoy my wedding rings is completey ridiculous!

Regards,

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

 

 

Business Response:

We would like to work with Mrs. ****** regarding her Gwyneth engagement ring and matching band.  She can send her rings into us for repair and the only out of pocket cost would be for the jewelers’ fees to replace the missing stones.

If Mrs. ****** would prefer to exchange for a different style of ring, we would be happy to work with her on that exchange. The exchange would need to be of equal or greater value of the original purchase amount. Mrs. ****** would be responsible for any amount that exceeds the original purchase price.

Mrs. ****** can contact ******** *******, the ******** ********** ***********, at ###-###-####.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a loose stone from this company, which they called a "diamond simulant" on their website and insist is not a cubic zirconium. I had the loose stone set into an heirloom setting by an extremely reputable and award-winning local jeweler. During the course of having the stone set, it was chipped and scorched. After the stone was damaged, the jeweler tested it and determined that it is nothing but a common cubic zirconium. I was within the 30-day window for a refund if I wasn't satisfied "for any reason" and I contacted the company. They stated that since another jeweler set the stone, it was no longer under warranty. This information was not provided at any point in the purchase process. When someone sells a loose stone, it is with the understanding that that stone will be set into jewelry. If they are the only ones "qualified" to set their stones into jewelry, they should make that clear, and only sell finished pieces, not loose stones. I spoke to a customer service representative who then transferred me to a managers voicemail, and I have not received a call back from them at this time. When I attempted to leave a one-star review on their website, my comments were marked as "spam" and they would not allow it to post, skewing their reviews in their favor.

Desired Settlement: I want a full refund for my damaged stone. Failing that, I want them to stop advertising their stones as being anything other than a cubic zirconium, to stop saying that their stones are as "tough" as a diamond if they will not stand up to a normal setting procedure by a qualified jeweler, and their no-refund policies to be presented clearly and honestly to customers purchasing loose stones.

Business Response:

Ms. ****** purchased an oval cut loose diamond simulant on August 30, 2013 directly from our website.  Our loose stones come with the lifetime guarantee providing one of our jewelers sets the stone.  Below is the link to our lifetime guarantee:

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

The guarantee reads in part: 

Please Note

         Altering, re-sizing, repair, or resetting any Diamond Nexus merchandise by anyone other than Diamond Nexus voids the warranty and all guarantees. If you require a repair, stone setting, or re-sizing please contact us at ###-###-####. We will be more than happy to assist you promptly and your guarantees will remain intact.

         If you have purchased loose diamond simulants and are having them set by someone other than Diamond Nexus, please tell your jeweler that the simulants should be set as though they are rubies. The diamond simulants will not take direct heat. That said, we recommend having Diamond Nexus set your simulants in order to keep your warranty intact.

Ms. ****** emailed our Customer Experience Coordinator on the morning of September 19, 2013. The coordinator emailed her back on September 19, 2013.  Here is a copy of those emails:

*** Ms. *******,

I find it highly irregular that you would sell a loose stone that could not be reset by a reputable jeweler. Not only that, this information was not provided to me at any time during the purchase process, and was not included with the stone when it was shipped to me. If your stones cannot be set by anyone but your company, you should not sell loose stones. Period. It is my opinion that this information is not more forthcoming on your website and in the paperwork with the stone because it contradicts your fraudulent claim that the stones are as "tough" as a diamond. (Your website lists "toughness" as "excellent" for both diamonds and your product, without going into any detail about what "toughness" entails.)

The guarantee listed in the FAQ page does not contain any wording about not having your stone set by another jeweler. In fact, it says the following:

Which of your items are returnable??All stock jewelry items, (meaning any item available on the website,) precious metal upgrades, and products purchased from the Dreambook are fully returnable within 30 days of when you receive them. If you purchase a ring with an interchangeable head, (also called a “peg head,”) you also have 30 days to make any alterations you’d like to the gemstone size and/or cut.

What about NON-returnable items??Only gift cards and the Dreambook itself are non-returnable. Items purchased through our E-Steals and other "Closeout" Sales are not returnable.

As you can see, there is no mention that damaged stones are not returnable. 

As to your claim that your stones are not CZ, I trust my jeweler who has been in business for over 30 years and has won over 50 local and national awards over the claims of an Internet company. They tested the stone, and it tested as a cubic zirconium. If your stones cannot be differentiated from CZ by a professional jeweler, they should not be marketed as anything but a CZ. 

Also, when I attempted to leave a negative review about your product, your website returned an error message every time, marking my comments as "spam". Apparently you don't allow negative reviews to be available to customers who are trying to make an informed decision about your product. Yet another shady business practice. 

I have contacted the Better Business Bureau.

Sincerely,

**** ****** 

*** Ms. ******,

I understand you are requesting a return for an Oval cut classic stone you purchased from us on 8/30/2013 for $99.00.  Below is a link to our warranty, which is located on our website:

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

Our warranty states in part "Altering, re-sizing, repair, or resetting any Diamond Nexus merchandise by anyone other than Diamond Nexus voids the warranty and all guarantees. If you require a repair, stone setting, or re-sizing please contact us at ###-###-####. We will be more than happy to assist you promptly and your guarantees will remain intact."

I am sorry, but if you have had this stone set into a setting by another jeweler, the warranty has been voided.  If I am misunderstanding the situation and the stone has not been set, then you are certainly within the 30 day return policy.

In regards to your jeweler telling you the stone is a "CZ", that is incorrect.  Our stones do have zirconium in them along with nine additional elements.  Below is a link to our learning center webpage that describes in full how our stones are created:

http://www.diamondnexus.com/product-education-the-simulant-creation-process.html

I will be out of the office 9/19 through 9/23 and returning at 9am Central time on Tuesday 9/24.  ****

After sending this email response to Ms. ****** we received the Better Business Bureau complaint.  Therefore we have chosen to respond directly to the complaint as we move forward.

Ms. ****** has indicated that her jeweler advised her that our diamond simulants are Cubic Zirconium.  This is incorrect.  Although our diamond simulants have Zirconium in them they are comprised of additional elements as well.  Below is the link to the comparison of our diamond simulants with cubic zirconium, as well as the list of elements that comprise our diamond simulants:

http://www.diamondnexus.com/product-education-compare-us-to-cz-and-moissanite.html

Since Ms. ****** purchased a loose stone directly from our website, it would have been her responsibility to read all of our warranty information, which is located under the header “News & Info” on our main web page. 

We will not be issuing a refund to Ms. ******.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 

Regards,

**** ******

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/12/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On November 29th 2010, I purchased an engagement ring from Diamond Nexus, order number ********** . I was unsure of their product quality, but the sales rep assured me of their reputation and quality. They assured me the quality was impeccable, they backed their products 100% and they go above their warranty's to ensure customer satisfaction. Well this is certainly not the case what so ever. Over the past year we noticed the ring was fading, stones were darkening and looking terrible. We followed the instructions by the care department but it did not work. We brought the ring to a local jeweler to look at the ring. The first thing they pointed out is that the ring is not gold, but plated. We confirmed this with two other local jewelers. Nexus uses the excuse its the rhodium finish that has failed. It normal circumstances with proper metals, the rhodium finish will last almost the life time of the ring. We have several white gold rings and none of them have faded out. We contacted Diamond Nexus and explained the situation on June 25th 2013. We were redirected by the customer agent to the supervisor as they had no idea on what to do. We contact the support agent supervisor...we get the same thing...we will repair the ring, it will cost you to do it, it will cost you to ship it back to us. I have being going back and fourth with the customer service supervisor and have made enough calls to get this handled. This is absolutely ridiculous...I spent allot of money to give my wife this engagement ring and was assured of how happy she would be with this product. I am embarrassed beyond belief in front of my wife as to shabby ring. I should not have to deal with any more issues than I already have endured. This company needs to stand behind this product and the customer promises. Diamond needs to make this right for me as the purchaser but they need to make this right for my wife who this bad memory of a supposed beautiful engagement ring. This has been the worst customer service experience I have had...they should not be in the business of selling such intimate jewelry if they won't back the quality.

Desired Settlement: I want a full replacement of the ring. I don't want it repaired or serviced, not at this stage of the game. I should not be coming back this soon for such a dramatic repair. I want them to cover the shipping for the return of the old unit. They can size the new ring according to my original order and make my wife happy. This is only fair and its the right thing to do.

Business Response:

Diamond Nexus has received Mr. ******’s Endless Days engagement ring and have decided to make him a brand new ring.  The new ring went into production on September 12, 2013 and should ship out to Mr. ****** in approximately two weeks.

We have spoken with Mr. ****** and he has agreed to this resolution.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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.  The customer service supervisor worked everything out to our satisfaction, we are very pleased with the results. We would like to thank the management for taking this seriously and making it right.

Regards,

 

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

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/28/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was unhappy with the quality of my rings and they offered to rectify the issues after reviewing my online review. I spoke with the woman and received a verbal quote of $50 for sizing my rings and $55 for soldering the rings together. I followed the instructions and paid $30.45 to have the rings sent to Diamond Nexus. I received an invoice for $223 the following week. The sizing would be $160 rather than $50. I called in on 7/10 to have them just do the craftsmanship repairs and was told it would be another $55 even though it was offered for free. I was supposed to receive a call from a supervisor but did not. I send an email later the same day that also went unanswered. The morning of 7/15, I called in and spoke with ******** who said she would have to call me back in an hour. After 6 hours, I called back and was told she could not take my call and nobody else could help me. They currently have my wedding rings and I cannot resolve the issue without a conversation, which they refuse to have.

Desired Settlement: I would like them to honor the repairs they offered including centering the setting between the shoulders and fixing the prongs which were improperly set. I would also like them to refund the shipping cost that I incurred for them to make the repairs. Alternatively, I would consider services at the price quoted last month including sizing both rings for $50 and soldering them for $55 for a total payment from me of $105.

Business Response:

The size 6.5 True Love engagement ring and True Love matching band made in Palladium were purchased on August 10, 2012 and received by Mrs. ******* on August 28, 2012. On July 10, 2013 we received the True Love ring and True Love matching with a request for them to be sized up to a size 7 and to be soldered together.  The fee for sizing up a ladies Palladium ring is $80.00 and Mrs. ******* has two rings she wants sized.  The fee for soldering two ladies rings, in Palladium, together is $55.00.  That makes the total fee for the work Mrs. ******* requested $215.00 plus $8.00 for the UPS shipping charge.

Mrs. ******* called us on July 10, 2013 and questioned the charges.  She indicated at that time that she was told by someone that the charges would be waived.  We have no record of that and have asked Mrs. ******* for the approximate date she was given that information as well as the phone number she called us from. We monitor and record all calls so we would be able to verify that information and take action accordingly.

On July 16, 2013 we did offer Mrs. ******* $80.00 off of the repair order as a customer courtesy, which made the new total $143.00.  Mrs. ******* accepted that offer and requested we email her an invoice that she can pay.  Once the work is completed and the invoice is paid we will ship Mrs. *******’s resized and soldered rings.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/12/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased 2 items. One item was a pendant which i kept. The second item was diamond studs. The diamond studs were too heavy to wear without them falling down in the front. I returned the studs. They agreed to provide me with a credit to buy something else. Repeated emails requesting the credit have been ignired. The cost of the studs was $155.00.

Desired Settlement: I would have been satisfied with a credit to use, however, at this point i believe they should refund the money.

Business Response:

****** ****** purchased a pair of Round Cut studs, 2.75ct each, Basket Set, 14k White Gold earrings from our clearance section.  Clearance items are non-returnable.  Ms. ****** contacted us through our customer service email service requesting a return of these earrings on July 3, 2012.  We responded to that email advising the customer that this clearance item is non-returnable.  On July 10, 2012 we received the customer’s earrings and we sent her an email requesting she please give us a call as these are a non-returnable item.  On August 16, 2012 we sent her another email to let her know that the earrings are non-returnable but that she can exchange them or we can leave an in store credit open for her in the amount of $155.00 that she can use towards another purchase.  We did not receive a reply from Ms.******. Then, on June 14, 2013, ****** ****** sent an email to our customer service department which read:

From: ****** ****** *********************
Date: Fri, Jun 14, 2013 at 2:15 PM
Subject: RE: Diamond Nexus Labs: Item(s) Received
To: ******* ***** **********************************
Cc: ****** ****** *********************


Would you please send me a credit for the item I returned which ws s$155.00
I would like to use the credit to purchase a new item with you.
 
Thank you,

*** ******

Our customer service representative responded to this email on Friday June 14, 2013 at 3:32pm.  Below is the response:

---------- Forwarded message ----------
From: ***** ****** *******************************

Date: Fri, Jun 14, 2013 at 3:32 PM
Subject: Trade Up Credit
To: ****** ****** ********************

 

 

Hi ****** and ***, 

The $150 credit would be in the system towards any item that would be $225 or more. You would just have to contact me to let me know what item you would like. You can email me back or contact me at ###-###-####.

 

Please let me know what you decide

* There is a credit open in Ms. ******’s Diamond Nexus account in the amount of $155.00.  We will email a copy of this in store credit today June 28, 2013. *

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/2/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a ring from this company. They claim to produce man-made diamonds that are comparable to real diamonds. I recently took the ring into three different appraisers, who all informed me that the stone was Cubic Zirconia. I would like to have my money refunded, including tax and shipping.

Desired Settlement: I would like to have my money refunded, including tax and shipping.

Business Response:

We were unable to locate ******** *****’s purchase for the Tiffany Style 6 prong Solitaire engagement ring but the description of that ring is on our website. See below:

 

http://www.diamondnexus.com/tiffany-style-6-prong.html

 

 

The description of this engagement ring includes: 

 

*  A dazzling Round Brilliant cut diamond simulant

 

Below is the link to the learning center on our website that details what our diamond simulants are and their chemistry:

 

http://www.diamondnexus.com/product-education-simulants.html

 

Our stones are not Cubic Zirconia.  Below is the link to our website comparing our diamond simulants to Cubic Zirconia:

 

http://www.diamondnexus.com/product-education-compare-us-to-cz-and-moissanite.html

 

We have a lifetime guarantee on our diamond simulants.  Below is the link to that guarantee on our website:

 

http://www.diamondnexus.com/customer-service-our-triple-guarantee.html

 

 

We also have a 30 day money back guaranteed that reads:

 

Inspect, enjoy, and wear your Diamond Nexus jewelry for 30 days. If you are not thoroughly satisfied, even elated, your full merchandise purchase price will be quickly and cheerfully refunded.

 

******** ***** is outside of her 30 days and we will not be issuing a refund.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9595635, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 

Regards,

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

 

 

Business Response:

We have located the information on the 6 prong Tiffany style, size 6.5, 1.03ct round engagement ring. It was purchased under the name ****** ******. Below is the link to this ring on our website:

http://www.diamondnexus.com/tiffany-style-6-prong.html

Included in the item description is: 

  • A dazzling Round Brilliant cut diamond simulant,

Below is the link to the learning center on our website that details what our diamond simulants are and their chemistry:

 

http://www.diamondnexus.com/product-education-simulants.html

 

Our stones are not Cubic Zirconia.  Below is the link to our website comparing our diamond simulants to Cubic Zirconia:

 

http://www.diamondnexus.com/product-education-compare-us-to-cz-and-moissanite.html

 

We have a lifetime guarantee on our diamond simulants.  Below is the link to that guarantee on our website:

 

http://www.diamondnexus.com/customer-service-our-triple-guarantee.html

 

 

We also have a 30 day money back guarantee that reads:

 

Inspect, enjoy, and wear your Diamond Nexus jewelry for 30 days. If you are not thoroughly satisfied, even elated, your full merchandise purchase price will be quickly and cheerfully refunded.

 

******** ***** is outside of her 30 days and we will not be issuing a refund.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I will notify ****** ****** that the ring was purchased under her name. She will be filing a complaint similar to mine.

Regards,

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

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/27/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I have purchased several pieces of jewelry through this company, believing their claim that their "man-made" diamonds are authentic. However, when I took the pieces in to be appraised, I was told by three different appraisers that the diamonds are actually Cubic Zirconia. Therefore, I would like my money to be refunded.

Desired Settlement: I would like a complete refund (including tax and shipping) for the items I purchased.

Business Response:

******** ***** purchased a pair of Martini Set, .84ct each, Round Cut Stud Earrings with Screw Backs in 14k White Gold.  Below is the link to these earrings on our website:

 

http://www.diamondnexus.com/round-cut-studs-screw-back-martini-set.html

 

The description of these earrings include:

 

·         Round Brilliant Cut Diamond Simulants

 

Below is the link to the learning center on our website that details what our diamond simulants are and their chemistry:

 

http://www.diamondnexus.com/product-education-simulants.html

 

Our stones are not Cubic Zirconia.  Below is the link to our website comparing our diamond simulants to Cubic Zirconia:

 

http://www.diamondnexus.com/product-education-compare-us-to-cz-and-moissanite.html

 

We have a lifetime guarantee on our diamond simulants.  Below is the link to that guarantee on our website:

 

http://www.diamondnexus.com/customer-service-our-triple-guarantee.html

 

 

We also have a 30 day money back guarantee that reads:

 

Inspect, enjoy, and wear your Diamond Nexus jewelry for 30 days. If you are not thoroughly satisfied, even elated, your full merchandise purchase price will be quickly and cheerfully refunded.

 

Ms. ***** purchased these earrings on September 20, 2006.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The thirty-day warranty does not apply in this case, because I did not become aware of the fact that the stones were cubic zirconia until I recently had them appraised.

Regardless of what Diamond Nexus's website claims, their stones are NOT comparable to real diamonds, which will be verified by any appraiser or jeweler. When I had the stones appraised, I was told that they are cubic zirconia. I will be more than happy to provide written testimony from the appraisers whom I worked with.

To date, I have not made additional complaints or reports on any other consumer websites, but if Diamond Nexus refuses to refund my money, I will do so.

 

Regards,

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

 

 

Business Response:

Our diamond simulants are not cubic zirconia.  Below is the link to our website comparing our stones to a cubic zirconia:

 

http://www.diamondnexus.com/product-education-compare-us-to-cz-and-moissanite.html

 

There is no way to visually determine the composition of our diamond simulants.  The only way to determine the chemical composition of our stones is to break them down to their individual elements.

 

As stated previously, ******** ***** purchased a pair of Martini Set, .84ct each, Round Cut Stud Earrings with Screw Backs in 14k White Gold.  Below is the link to these earrings on our website:

 

http://www.diamondnexus.com/round-cut-studs-screw-back-martini-set.html

 

The description of these earrings include:

·         Round Brilliant Cut Diamond Simulants

 

******** ***** purchased the earring on September 20, 2006 and therefore is outside of our 30 day return policy. We will not issue a refund.

 

We do have a lifetime guarantee on our diamond simulants.  The link to the guarantee below:

 

http://www.diamondnexus.com/customer-service-our-triple-guarantee.html

 

This guarantee reads in part:

 

·         If any Diamond Nexus simulant ever fades, discolors, or becomes damaged, a free replacement will be granted.

 

******** *****’s earrings fall under that lifetime guarantee and we would be happy to assist her if the diamond simulants have faded, discolored, or have become damaged.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I expect a full refund, including tax and shipping. Thank you.

Regards,

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

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/21/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My husband ordered my engagement band from this company in 2009. There have been nothing but problems from the beginning. When it was first sent back to be sized, they sent my ring back with a different size diamond stone. My husband paid for a 1.49 carat, and it was returned with only 1 carat. They also sent my wedding band, and a diamond fell out within 1 week of having it. They sent my ring back, which cracked down the center of the band 2 different times. The most recent time, 1 month ago, it was sent in for cleaning, and they returned an entirely different ring and wedding band. I was told that my ring was mixed up with someone else's and they gave my wedding and engagement ring to someone else. It has been over a week, and I still have yet to receive a call back about the whereabouts of my missing ring. I am without a ring, and someone else is wearing around the ring given to me by my husband on my wedding day. This is the worst experience of my life, and I shouldn't have to feel unsafe giving my ring to a company that we spent thousands of dollars on. This ring came with a lifetime warranty and cleaning, and I can't even use the services I was promised without my ring being given away to someone else.

Desired Settlement: I would like my original wedding band and engagement ring back, right away. I would like a return call back to explain to me how and why this happened. I also would like a refund on our original purchase because it's to the point where we were never given the services we were promised. I shouldn't have to pay for a ring from a jeweler who cannot be trusted with anything. They have been rude and disrespectful time and time again, and it's enough. I would like the refund so that I may use it to pay for cleanings and repairs at another jeweler that can be trusted since obviously I can no longer use the guarantee with Diamond Nexus that was originally promised with my order.

Business Response:

Mr. ***** purchased the Ioulia engagement ring in Palladium with a 1.49ct diamond simulant center stone on December 1, 2009. The ring was shipped on December 11, 2009.  On December 17, 2009 the customer sent the ring in to have it sized down.  On September 3, 2010 Mrs. ***** sent the ring into us for repair stating that there was a crack in the ring. We did the repairs at no charge and shipped the ring back to Mrs. ***** on September 24, 2010.  When Mrs. ***** received the ring she contacted our customer service department to let us know that we had replaced her 1.49ct center stone with a 1.24ct center stone.  We sent a UPS label to the customer and received the ring back on October 11, 2010. We replaced the center stone with the correct size stone.  When we shipped the ring back to Mrs. ***** on October 15, 2010 we also included a $50.00 gift card.  In January 2011 we made a new Ioulia engagement ring in 14k white gold and shipped it to the customer on February 4, 2011.  Because of the troubles experienced with the original ring in Palladium, on July 7, 2011 we started production on an Ioulia matching band.  We gave the customer a 50% discount off of the price of the band which brought the amount due to $362.50 and then applied $103.00 of in-store credit the customer had towards that balance.  The customer paid $259.50 out of pocket.  In August 2011 the customer called indicating that she had lost a couple of stones from the matching band.  We sent the customer a UPS label to return the matching band.  Once we received the ring we replaced the missing stones, cleaned, and polished the ring. We shipped it back to the customer on September 29, 2011.  At that time we applied a credit in the amount of $259.00 and sent them another $50 gift card.

This means that Mrs. ***** received the matching band at no cost to her.

On February 17, 2013 Mrs. ***** called in because she wanted to send her rings in for cleaning. We received the rings on May 9, 2013. The customer used the $50.00 gift card she had received from us in 2011 to pay for the restoration package which would clean, polish, and re-rhodium the Ioulia set. We shipped the customer’s engagement ring and matching band on May 22, 2013.  On May 28, 2013 the rings were delivered. Upon delivery Mrs. ***** contacted our customer service department to let us know that she received the wrong rings.  We offered to send her a UPS label so she could get the incorrect rings shipped back to us right away but she refused stating that she was afraid we would end up sending her something else wrong. We immediately began looking at our shipping log to determine what repair orders were shipped that day. We determined that Mrs. *****’s rings were shipped to a customer in <st1:state w:st="on">California who received them on June 4, 2013.  We contacted Mrs. ***** immediately indicating we had located her rings and that they were on their way back to our location via a UPS second day air label. Mrs. ***** indicated she would be leaving on vacation the week of June 10, 2013 so we sent her a UPS return shipping label to return the incorrect rings to our corporate location.

On June 6, 2013 we contacted Mrs. ***** to let her know we have received her Ioulia set and they are ready to be shipped. We are currently awaiting a call from Mrs. ***** to inform us that the incorrect rings have been shipped using the UPS label we provided on June 4, 2013.  At this time there is no tracking information on that label which indicates the package has not been given to UPS. As soon as the tracking information is in the UPS system we will ship Mrs. *****’s Ioulia ring and band to her using UPS next day air. In the shipment we will include a $100 gift card. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/21/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Due to the length of the explanation I am just going to write out the letter I sent to the customer service at Diamond Nexus, **** **** ******* *** ********* ** *****. The letter, dated May 4,2013, was sent certified/return receipt requested. Dear Sirs, I’m writing this letter with the hope of resolving a problem I have already made three attempts to solve. It began when my husband bought a 1.59K ring for me from your company. Although he knew the ring was man-made, he relied on your ad saying it was *** certified and had a money back guarantee. After wearing the ring for a few days I realized how poorly made it was. I hesitated calling you to complain because I was afraid it would hurt my husband’s feelings. Finally, however, I realized that he had paid too much not be completely happy with it. I decided to call and ask for the ring to either be repaired or to get our money back. I was told by the sales rep that you could easily fix the ring for me and that the flaws were probably caused by the mold. I returned the ring. The things I wanted fixed were: the diamonds were out of aline on the band, the metal beading was not good quality and the engraving was different on each side of the band and did not appear to have been professionally done. When you returned the ring to me, it had all the same problems. I tried to live with it for awhile but then realized that it was impossible and so I called you again. This time I asked for a refund and was told I was “13 days too late” to get one! I was told that only a supervisor could authorize a refund now and so I asked to speak to one. I was told one would call me back. When the supervisor did call, she said she couldn’t authorize a refund but that I could “upgrade” to get a better quality ring! She said she couldn’t recommend fixing my ring again because all of the rings were “handmade” and I ran the risk of getting the same “jeweler” who wouldn’t fix it any better than it was already!! I feel so manipulated. I decided to try to sell it and so I took it to a local jeweler. He said it was only worth $300 and that he didn’t see how it could possibly be *** certified. The final insult came when one of the diamonds fell out! I want our money back. I don’t want to pay a “penalty for being late,” a “restocking fee” or anything else except a FULL refund. I want to thank you in advance for your help in resolving this matter and I wait for your response. Sincerely, ******** *** ****** ******* *** ** ****** **** ****** ****** ** ***** email: ******************* On 5/7/13, a supervisor named ******** called to say they had received our letter and that they wanted to correct the problem by offering an upgrade at a discount. She said she could not give a refund because it was past 30 days and therefore against "company policy." We reminded her we had tried to work within company policy by letting them repair the ring but it was returned to us in the same condition. She said they had held a "committee" review and their decision was final. When asked for the name of owner of the company, she said she was not allowed to give that information out. She also was not allowed to name the other committee members except for ******* *****, sales representative. ******** said she had already discussed the matter with *******, so we could see no point in doing it again. We told her we would be contacting your agency.

Desired Settlement: I bought this ring for my wife it was defective when it first came here! She sent it back for repairs and it came back the same way! Also a month later a diamond fell out! She was treated horribly by customer service in that they contiunally lied recorded her without knowldege and some how sent us a transcript with large amounts of typos which leads me to believe it was altered well we know it was! They also falsey advertise on their website picturing solid rings that end up being holow on the inside we want a full refund their warranty has no merrit when all we have had is a bad ring and poor customer service!

Business Response:

When a customer calls into our 800 number the following message is played before being transferred to a customer service representative: ‘To help insure we give you the best customer experience possible, your call may be monitored or recorded.’We have attached a few of the phone calls that were recorded and translated below. 

Mr. ******* purchased the Valencia Engagement ring on January 5, 2013 and received it on January 17, 2013.  On February 7, 2013 Mrs. ******* shipped the Valencia engagement ring back into us for repair. Our receiving department received delivery of the package on February 13, 2013.  It takes 2 to 4 business days for items coming in for repair to be inspected and a repair order to be created.  The repair order for the Valencia ring was created on February 18, 2013.

We do have a 30 day return policy and the 30 days begins when you receive your ring.  See the link below:

http://www.diamondnexus.com/customer-service-returns.html

We also have a life time guarantee on our diamond simulants that includes lost stones.  See the link to the guarantee below:

http://www.diamondnexus.com/customer-service-our-triple-guarantee.html

We’ve included transcripts of phone calls between Mrs. *******, a customer service representative, the customer experience coordinator, and a third person on speaker phone with Mrs. *******. These phone calls are from the phone number Mrs. ******* provided. The transcript includes slang which was used during the phone conversations and is an accurate translation of every thing that was said.  We have also attached the actual recorded phone calls.

*First call is between Mrs. ******* and a customer service representative on February 7, 2013.

CSR = Customer Service Representative

CSR:  Good afternoon, Diamond Nexus, this is *****.

Mrs. *******:  Hi *****, my name is ******** *******.  My husband originally bought me a band from you guys, I mean an engagement ring.

CSR:  Okay.

Mrs. *******:  Um, I’m just calling because the metalwork on it is kind of, um, off.

CSR:  Okay.

Mrs. *******:  Um, and I’m wondering if I could like send it back to get it, like, fixed? So, how does it work? Like do I return it and get a different one? Or, you know, what I mean? It’s the Valencia; it’s like a vintage style ring.

CSR:  Yeah, it’s a very popular one too.  How band? I mean is it just one part of the ring or is it the whole thing?

Mrs. *******:  No. It’s just some things are uneven, some things are like one of the designs on the side is bigger than the other one and it’s not the same, um, like the branding on the metal, you know what I mean?

CSR: Yeah.

Mrs. *******:  Uh, yeah.

CSR:  Okay.  I know you’re not a jeweler but you know, do you think it’s something they can fix or something they’re guna have to remake? Either way, we’ll do it. You know, I just…

Mrs. *******:  Okay, I’m not really sure.  I mean I definitely would send it back to you and have you guys figure that out for yourself, you know, like you said, I’m not a jeweler. But, you know what I mean?

CSR:  Okay, yeah.  What I will do is I’m going to email you a shipping label.

Mrs. *******:  Okay.

CSR:  Because clearly we’re not guna make you pay for something that’s not right.

Mrs. *******:  Yeah.

CSR:  Um, I’ve got his email address.

Mrs. *******:  Um

CSR:  Want me to send it to you, though?

Mrs. *******:  Um, uh, yeah send it to me.

CSR:  What’s your email address?

Mrs. *******: okay, it’s ****….

CSR:  Is that a c as in cat?

Mrs. *******:  Yeah.  * as in ***, * as in *****, * and the, um, **** **** and then the number * at ***********.

CSR:  Alright, I’m guna send a couple of things.

Mrs. *******:  Okay, perfect.  Everything else though is amazing about it.  It’s just the metal work is just off a little, so…

CSR:  Well, we want it to be perfect, and it could very well be, we sell so many of those rings, that they have to kind of constantly remake a mold for it.

Mrs. *******:  Oh, okay.

CSR:  It might have been a ring that was, you know, at the end of one of their molds.

Mrs. *******:  Okay.

CSR:  Could prompt them to have a new one made.

Mrs. *******:  Okay.  Thank you so much!

CSR:  So, I’m guna send you, uh, first thing is like a repair form.  It’s real self explanatory when you see it.

Mrs. *******:  Okay.

CSR:  Just fill it out as best you can.

Mrs. *******: Okay.

CSR:  Um, and then I got the UPS label coming and for that all you gotta do is print that off and stick it on the box and it’ll get it here for free.

Mrs. *******:  Okay, okay.

CSR:  All you’re guna need is your order number, if you don’t have that I can give it to you right now.

Mrs. *******:  Okay, um, I’m pretty sure he has all the paper work for it, but just in case, cuz my husbands’ not one to keep things. (laughing)

CSR:  Sounds like me. (laughing)

Mrs. *******:  Okay.

CSR: Order number ***

Mrs. *******: ***

CSR:  ***

Mrs. *******: ***.  Okay, perfect.

CSR:  You should have everything you need here shortly.

Mrs. *******:  Okay, thank you so much.

CSR:  You’re welcome.

Mrs. *******:  Okay, bye.

*Second call is between Mrs. ******* and a customer service representative on April 3, 2013.

CSR = Customer Service Representative

CSR:  Diamond Nexus, this is *****, how can I help you?

Mrs. *******:  Hi, I’m calling about a ring that my husband bought from you guys. Um, basically I sent it back because, um, the design on the side, it’s the Valencia ring by the way, um, the design on the side is off, like…

CSR:  Okay.

Mrs. *******:  Where there’s this molding on the side of the ring like the design is just uneven and some of the like there’s loops at the top where like it’s supposed to be molded into it…

CSR:  Uh huh.

Mrs. *******:  It’s completely different on each side, um..

CSR:  Okay.

Mrs. *******:  So, I’m just wondering like what we can do about that, just, it’s just not up to par.  You know what I mean? (laughing)

CSR: Right, no I completely understand.  Um…

Mrs. *******:  I mean I already sent it back and you guys sent it back to me but it’s the same issue, do you know what I mean?  I’m just wondering maybe if I should go with a different style ring if that’s possible, or…

CSR:  Yeah, I’m almost wondering if it’s the mold if something is just in the mold like that, let me take a look at your order, um…

Mrs. *******:  Okay.

CSR:  What name was the purchased under?

Mrs. *******:  Um, ****** *******, um, * * * * * * *, and ****** is, are you ready for me?

CSR:  like, so what’s the first name?

Mrs. *******:  It’s * * * * * *.

CSR:  Okay, just one moment please.

*** long pause ***

CSR:   Yeah, I mean they’re aware of the imperfection and I mean it looks like they tried to clean up the pattern as best they could, um, yeah if you’re not happy with it it may be better for you to potentially look at a different design.

Mrs. *******:  Okay, and then, I don’t know like how much did he pay for this ring?

CSR:  Um, this one, now if you did want to send it back we’ll see if there’s anything else we can do. Um, I mean I certainly don’t wanna discourage you from that ring but, um, so this ring was, he paid $1019.15.

Mrs. *******:  Okay.

CSR:  So..

Mrs. *******:  And then, how, okay if he’s still doing a payment plan for that one? Or, if he paid it off?

CSR:  No.  It would have been paid in full.  We only ship once it’s been paid in full.

Mrs. *******:  Oh, okay, I didn’t know that.

CSR:  Uh huh.

Mrs. *******: Okay, so, um…

CSR:  But I mean you can upgrade up to something else. Um, if you wanted to because you can take, has the trade up policy been explained to you?

Mrs. *******:  No.  ‘Cuz I was looking at the Sara Michael one.  The one by, um, I forgot the designers name.

CSR:  Oh, the um, the Nashef ring.  Um, which you could do the Sara Michael, um that would put you…

Mrs. *******:  ‘Cuz that doesn’t have any design on the side right? Like,..

CSR:  No.

Mrs. *******: it’s just plain band.

CSR:  Yeah, it’s just, it’s just guna be your metal, so your gold.

Mrs. *******: Okay.

CSR:  So, you can trade it in as well, I know that, ‘cuz they sent it into the jeweler, I mean the notes are here.  And I know that they did try to correct the imperfections. Um, so if it’s still not, you know..

Mrs. ******* and CSR:  talking at the same time and is jumbled

CSR:  Yeah, and you may wanna may wanna consider switching ‘cuz I’d hate to have you send in to go through the whole process again and it still, you know, not be what you were expecting.

Mrs. *******:  Okay, yeah and um, so okay and then he would have to, so that would be, if I wanted the Sara Michael one you would credit what he has already paid to that, is that correct? Or..

CSR:  Correct.  Exactly.

Mrs. *******:  And he would have to pay off the other, however much, right?

CSR:  Right.  Which it’d be roughly, uh, $1379.00.

Mrs. *******: It’d be roughly $1379.00?

CSR:  Uh huh.

Mrs. *******:  Okay.  Let me, I think I’m guna do that, so… ( laughs )

CSR: Okay.

Mrs. *******:  Okay, so let me see here, I have to talk to him first, obviously.

CSR:  ( chuckles )

Mrs. *******:  Um, but okay, and then he could do like payments towards paying it off and then once he’s paid it off you could ship it, right?

CSR:  Yep.  Once it’s been paid off, I mean, what I’ll do is I’ll go ahead and put it in now if you think that’s what you’ll do.

Mrs. *******:  Okay.

CSR:  And then he can start making payments on it and then, uh, typically we don’t put this into production ‘til they’re paid in full.  If you get kinda close enough, um, we’ll go ahead and get started on it, that way it doesn’t take as long.

Mrs. *******:  Okay. And you have, like, my ring size and everything already, right?

CSR:  Yep, I’ve got everything in here; if nothing changed the size is size 5 in 14k white gold.

Mrs. *******:  Okay, yeah. And then, um, so the Sara Michael one, that’s white gold too? I didn’t know if that’s white gold or different.

CSR:  Uh, it can be. It’s up to you.

Mrs. *******:  The one that’s featured online, what’s that metal?

CSR:  That’s 14k white gold.

Mrs. *******:  Oh, okay.  Okay.  Okay, so $1379.00, then he, I don’t know how, he probably knows the payment, how the payments go with you guys, obviously.

CSR:  I mean, yeah, he should.  I mean, it’s either you just put down 30%, I mean at this point when he’s doing something like a trade, um, it’s really up to you guys.  I mean, we typically do ask for 30% down but this is a trade up, it’s not like it’s a brand new order.

Mrs. *******:  Okay.

CSR:  So whatever, however you guys want to split it up, like I said if you get, just take it as that roughly $1379.00, $1387.00 say with shipping, um, once you get like 75% of it paid off we’ll get it put in production, or I would anyway.

Mrs. *******:  ( words jumbled ) let you know and we’ll just call you back I guess, right?

CSR:  Yeah.  That sounds good, just uh, let us know when you decide.

Mrs. *******:  And do I have, uh, a certain time frame to decide this?

CSR:  No.  Because what you’ll be doing is taking advantage of the upgrade policy that does not ever expire.  So, it’s whenever you decide.

Mrs. *******:  Okay, perfect.  Okay, thank you so much.

CSR:  Sure, you have a good day.

Mrs. *******:  Okay, you too.

CSR:  Thanks. Bye, bye.  

*Third call is between Mrs. ******* and a customer service representative on April 4, 2013.

CSR = Customer Service Representative

CSR:  Thank you for calling Diamond Nexus, this is *****, I can help you.

Mrs. *******:  Hi, my name is ******** *******, I’m calling because I wanna return an engagement ring my husband bought.

CSR:  Okay, let me get into the screen, it’ll just take a moment.  Do you happen to have the order number available?

Mrs. *******:  No, I can tell you his first and last name though.

CSR:  What was the first name again?

Mrs. *******:  ******, * * * * * **

CSR: Last name?

Mrs. *******: *******, * * * * * * *.

CSR:  Okay, I’ll just be a minute here.

Mrs. *******:  Okay.

CSR:  Okay, let me see something here.  May I put you on hold for a brief moment?

Mrs. *******:  Yeah, that’s fine.

CSR:  Thanks, hold on.

( long pause )

CSR:  Okay, thank you for holding.  So, okay, so I’m showing there was a Palm Springs in here?

Mrs. *******:  Yeah, no, I don’t , I just wanna return it for now.  And there is like, maybe, down the line, like I could get a different one but for now I just wanna return it because I already returned it and they tried fixing it and it’s just not fixing, like you know what I mean?  You have to love your ring.

CSR:  Right, ummm…

Mrs. *******:  So, when they sent it back to me they gave me another 30 days warranty and a like, money back thingy and they also, so I just, I don’t know, I just wanna return it.

CSR:  Okay.  So, let me see.  So, that would bring, let’s just see something here ‘cuz in March, I mean, this is in February.

Mrs. *******:  That I returned it again?

CSR:  Well that, it was, I’m showing that it was, okay so it was shipped back out to you in February, correct?

Mrs. *******:  ( unintelligible )

CSR:  Yeah, I believe, let me see here, hold on.  So then you received it February 27 so, ah it’s past 30 days, umm..

Mrs. *******:  How far past am I past 30 days?

CSR:  Um, let me see, (unintelligible whispering ) 30 days would have been March 29.  Um, if, I have to find out exactly what the deal is, can I put you on hold for one moment please?

Mrs. *******:  Yeah.

CSR:  Thanks.

( long hold, approximately 5 minutes )

CSR:  I’m so sorry I had to put you on hold, I just certain things I had to um, narrow down.  What I’m going to have to do is I’m going to have out Customer Service Coordinator contact you in regards to this ‘cuz I cannot approve the return because of the fact that it’s past the 30 days.  This’d be something that, um, I would have to have go through our lead in the call center.  So, do you, let me take down okay, um, what’s your first name?

Mrs. *******:  *****.

CSR:  *****?

Mrs. *******:  Yeah.

CSR:  Same last name?

Mrs. *******:  Yeah.

CSR:  And what is your phone number, the number you can be reached at?

Mrs. *******:  Um, ###-###-####.

CSR:  I apologize but it’s like I don’t wanna say something and have it be wrong.  I don’t have the authority to…

Mrs. *******:  Oh no, that’s totally fine.  I understand.

CSR:  Yeah, so let me have ******** get back with you and we can take it from there, okay?

Mrs. *******:  Okay.  Thank you.

CSR: Have a great day.

Mrs. *******:  Good bye.

CSR:  Bye bye.

*Fourth call is between Mrs. ******* and the Customer Experience Coordinator on April 5, 2013.

CEC = Customer experience coordinator

CEC:  Thank you for calling Diamond Nexus, this is ********.

Mrs. *******:  Hi ********, this is ***** *******.

CEC:  Oh, hi there.

Mrs. *******:  Hi.

CEC:  Thank you for getting back to me.

Mrs. *******:  Yeah.

CEC:  Sorry, it’s been a day.  It’s just been pretty hectic.

Mrs. *******:  No worries.

CEC:  But, I got a little bit of information about what’s going on but I kinda want to hear what you have to say as opposed to just reading the notes in here.

Mrs. *******:  Oh, okay well I returned it before to get it fixed and it came back in the same way.  It was so, I’m just not pleased with it at all.  Basically, with the design on the sides of the ring, they’re just completely off, uh, and like, there’s a part where there’s like this loop and it just is completely different from the loop on the left and it’s on both sides of the ring, um and it is just really under par.  It’s just not, I’m really just not happy with it and then I was guna do an exchange but I’d rather just wait a while so that we can save up and maybe get like a designer ring that doesn’t have, do you know what I mean? I mean, it’s off.

CEC:  Yeah, I understand where you’re coming from but I don’t understand, um frankly we should have not sent a ring out that’s less than stellar.  So, I’m surprised that’s the experience you’ve had.  Now, of course, I haven’t actually seen the ring myself, like your ring, so I’m not sure exactly what you’re referring to as far as problems.  I know each one or our pieces are hand made, um, and designed.  At this point, you are outside your 30 days, so…

Mrs. *******:  By how many days am I outside of it?

CEC:  Um, well it doesn’t matter but I can tell you exactly, I mean I will tell you exactly but ultimately that doesn’t matter.  It’s 30 days for the return policy.

Mrs. *******:  Okay, so okay, and then, um, okay it’s a man made diamond right? So, okay. ( sighs )

CEC:  We have a lifetime guarantee.  There’s a lifetime guarantee on the stones and we definitely want you to be happy with the piece you have.  We definitely want that part, you know? Um..

Mrs. *******:  Then my husband said something about he paid like thirteen and I don’t know if that includes shipping but like they telling me that he only spent $1000.00, I think it was $1018.00 or something like that.

CEC:  Um, I can tell you exactly the out of pocket.  $1027.15.

Mrs. *******:  Oh, okay.

CEC:  And you subtract, you subtract $8.00 from it because your shipping doesn’t get carried over for like the trade up.

Mrs. *******:  Oh yeah, okay.

CEC:  So, it would be $1019.15, and it looks like um, let me look at this, I’m fairly certain that’s actually a discounted price.  I’m pretty sure the ring costs more than that so he probably got a discount too.  Um, let’s see…

Mrs. *******:  So now the rings back to normal, oh no, it’s $999.00 so okay.

CEC:  Well, actually it’s more than that.

Mrs. *******:  Oh.

CEC:  Because he got a 1.59 carat Princess cut stone so once you build the piece all the way up it’s actually $1200.00, $1199.00.

Mrs. *******:  Oh, okay.

CEC:  He must have gotten like 10% or something off.  Either that or it was on sale.  It’s the only way it could come up with that dollar amount.

Mrs. *******:  Okay, um…

CEC:  So, here’s my question for you, ‘cuz I wanna do something, I mean I know I can’t return it, it’s to far outside of that but I certainly wanna be able to get you a nice piece of jewelry, something that you can love.  If you would like, what I can do is send you a label and have you send that ring back in and I would want you to send it like with my name on the attention.

Mrs. *******:  Uh huh.

CEC:  Then I would have it in my hot little hands and I could go to speak directly with the jewelers and indicate the things that you are saying.  That you’re saying that are not right on it, that’s one option.  Or, if you do wanna trade up to the Palm Springs we can just get that into production and get that started. But then, of course, you have to pay the difference.

Mrs. *******:  Yeah, I’m guna, okay, um well I’m guna think about it and think, uh, I guess.  I don’t know what I’m guna do.  Um, I’ll think about it and then I’ll go ahead and give you guys a call back.

CEC:  Yeah, this number that you called me back on? It’s my direct line.

Mrs. *******:  Okay, yep.

CEC:  And I’m here ‘til, well I’m here ‘til 6pm Central time today.  Otherwise, I’m here 9am to 6pm, Monday through Friday, Central time.

Mrs. *******:  Okay, thank you so much.

CEC:  You bet.  I’ll look forward to hearing back from you then.

Mrs. *******:  Okay, bye.

CEC:  Thank you. Bye, bye.

*Fifth call is between Mrs. *******, a third party on Mrs. *******’s speaker phone, and the Customer Experience Coordinator on May 7, 2013.

CEC = Customer Experience Coordinator

#3 = Third party person

CEC:  Hello, this is ********.

Mrs. *******:  Hi ********, this is ******** ******* calling you back.

CEC:  Hi there, how do you do?

Mrs. *******:  How are you?

CEC:  I’m great.  So, I was able to sit down with uh, with our committee, um, once we received your letter today.

Mrs. *******:  Oh yeah.

CEC:  And we, you can’t return.  You still can’t do a return for a refund ‘cuz it’s so far outside the 30 days.  But we can do a couple of things, um, of course we can completely revamp your ring.  Whatever needs to be done we will do.  Or, if you wanted to continue with the process that had been started; trading up to the Palm Springs we actually can offer you 20% off of the Palm Springs.

Mrs. *******:  Okay.

CEC:  It would lower your out of pocket considerably for the trade up.

*Voice in the back ground along with Mrs. *******, unintelligible*

Mrs. *******:  Okay, well I have, I’m sorry; I have someone here with me. Um…

CEC:  Oh sure.

Mrs. *******:  Um, okay.  See, the problem when I sent it back for repairs was that, so the days that you had that was that in the 30 days or did I get a new 30 days once you sent my repaired ring back?

CEC:  No.  The 30 days begins from the day you receive your ring.

Mrs. *******: Oh.

#3:  And so the 30 days was at, the 30 days then would’ve active the very first time she called and was told that oh we can fix that easily.

CEC:  The 30 days would’ve begun on January 17, 2013 when you received the ring.

#3:  You know the truth is though this has been um this is more like a, uh, I just, I don’t accept the fact that it can’t be returned.  Um, this is a, this is an internal rule that you have, there’s no law about this.  And there’s an, this is your own internal rule.

CEC:  It is our company policy.  That is correct.

Mrs. *******:  Yeah.

#3:  And based on the fact that the very first call that came, that she made to you um, there was no offer of a refund then.  There was no talk of it then.  And, and the fact that this ring is so shoddy and you can’t even tell us who made it, if it’s a mold or if it’s a jeweler.  Um, we’ve gotten two explanations as to how it was made and the only solution you ever have is to bring, get more money.  Um, personally…

CEC:  Well no, we can actually fix it, I mean that’s the other thing, we can actually fix or maybe we need to remake it.

#3:  How many times do you have to have it before you can fix it?

Mrs. *******:  ‘cuz I sent it back before…

#3:  ( interrupting ) It’s been back.

Mrs. *******:  It’s been back, so…

CEC:  Yeah, it has been back here, I know that, I do see that.

Mrs. *******:  Getting it back after like a month of having it a diamond fell out, just to me..

#3:  ( interrupting ) I really, you you need to give the money back. And my thought is, uh, that she needs to just mention this to the Better Business Bureau or possibly even just..

Mrs. *******:  Small claims.

#3:  Yeah.  The, it’s it’s not…

Mrs. *******:  The whole fact of the warranty no liking it is completely, it doesn’t have any merit when the ring comes to you in the first place and you send it back for repair and get the same product back.

#3:  And then the third time we get to upgrade it.  We can keep upgrading it until you have all our money.

CEC:  Well no, you can, no you are incorrect because I said you could move forward with the upgrade if you would like.  But I also told you that we could actually repair it or maybe we need to completely remake the ring for you.  So, that’s another option that has nothing to do with you paying any more money.

#3:  Okay, well if…

Mrs. *******:  I guess we’ll…

#3:  We’ve lost faith.

CEC:  I’m sorry.  I’m really sorry about that, I truly am.  On a personal level I’m sorry you’ve had a bad experience….

#3:  ( interrupting ) It’s a very, you’re you’re that whole pitch is very manipulative.

CEC:  Um, I…

Mrs. ******* & #3:  ( talking at once, unintelligible )

Mrs. *******:  Thousands of dollars that are not even worth it.  It’s a rip off.  You’re stealing peoples money, especially in this economy, it’s just horrible.

CEC:  That’s absolutely not true.

Mrs. *******:  Okay well, I had it appraised by a jeweler and he doesn’t even understand how it can have an ****** certificate when it’s not even a stone.  It’s not a real stone.  So, they’re saying it’s mane made, how can the possibly, which is another issue I’ll bring up with ****** separately because I’ve had people talk about that on another forums and stuff. How ******, how can they certify it’s a stone that’s not even a real stone.  So, I mean, it’s mostly men that are buying your products so I just feel it’s manipulation for me that are going online to buy something nice for their wives, the wives are the ones that are upset.

CEC:  We are very forthcoming with the product that we sell.  Um, every thing about that ring is fine jewelry. It’s exactly what we say it  is, including the stone.  The stones are diamond simulants, there’s a learning center section on our website that tells you from beginning to end, there’s more than I could possibly even begin to explain of how our stones are created and what exactly they are, including all the elements that are within our stones.  And then the life time guarantee….

Mrs. *******:  (  interrupting, parts unintelligible )  If you’re so big and have so much, like, customers that are so happy I don’t understand why a refund at such a low price is so unreasonable for your company.

CEC:  It’s because we have a policy.  It’s a company policy.

#3:  Well…

CEC:  You have 30 days.

#3:  Okay, um, this is your final word and there’s nobody above you that can talk about this?

CEC:  No ma’am, this is it.

#3:  Okay, then we’re guna take this next step.

CEC:  Okay.  Well, if you have any questions or you wanna move anything further with me you do have my direct line, you’re welcome to give me a call.

#3:  Are you the owner of this company?

CEC:  No, I am not.

#3:  Okay, who is the owner?

#3:  Hello?  Have you gone?

CEC:  Oh, I’m sorry, I’m here.

#3:  Okay, who’s the owner?

CEC:  I am not able to give that information out.

#3:  Where is the corporate head quarters?

CEC:  I’m located at the corporate head quarters.

#3:  Okay, so then if we asked to have a letter, the same letter…

CEC:  Oh, if you wanted to send a letter to us this is where you would sent it.  I could tell you the ***** ********.

#3:  Um….

CEC:  Which is not me, that’s actually my boss.

#3:  Well, let’s have that name but I think we wanna go higher.

CEC:  Um, her name is ******* *****, * * * * * * * and the last name’s *****.

#3:  I’m, we’re guna talk to an attorney.

CEC:  Okay.

#3:  And decide whether um, whether we wanna keep negotiating uh, there’s a, this, you know company policy can be changed.  Company policy is made by the policy, um, I mean by the company itself and there’s no reason it can’t be changed.  Um, if you’re choosing to continue with this uh, give us more money and we’ll make you happy kind of an approach.

CEC:  But I actually told you you don’t have to give us another dime and we would completely repair…

#3:  ( interrupting ) why couldn’t you fix it the first time you said you would?

CEC:  You know what?  They are hand crafted pieces so…

Mrs. *******:  ( interrupting ) So, why did they guy tell me the first time it was a mold?

#3:  And why, why did you tell um,  why did you say “you might, you probably don’t wanna send this back because you run the risk of getting the same jeweler”?

CEC:  Actually, I did not tell her that and we do monitor and record all of our phone calls and I went through and listened to that phone call between myself and ******** and I never said anything like that.

Mrs. *******:  Well, that will be good to have for you guys then.

CEC:  It certainly will, I could provide a transcript of it actually.

#3:  Oh that, would you please?

CEC:  You bet.  Um, why don’t you go ahead and send the letter to ******* *****.

#3:  And have you already talked to her about this?

CEC:  Yes.  She’s, she is, um, she is part of the committee that the conversation was had that prompted me to then call you and offer what I can offer you.

#3:  Who else is on the, else is on the committee.

CEC:  I would just send it to ******* *****.

#3:  But who else is on the committee?

CEC:  I’m not a liberty to give you that information.

#3:  Is there secret people?

CEC:  I have given you all the information that I am able to provide to you.

Mrs. *******:  Well, we have the phone conversation recorded as well.

CEC:  That’s fantastic.  Then you do know, and that’s great because then that means that you know I said you did not have to pay anymore money for anything.  We would actually remake…

Mrs. Scahll & #3:  ( started talking at once and is unintelligible )

Mrs. *******:  I don’t wanna be part of this company any longer.  Your stones are not, your, the jewelry cam to me messed up in the first place.  I sent it back, it cam the same way.  I got an explanation it was from a mold and I thought it was from a jeweler, and then a diamond fell out.  It’s just the metal beading is horrible it’s just low quality it’s not worth the money that you’re charging people.  So, we’ll take it to Better Business and then we’ll just do the lawyer.

CEC:  Okay.  You have a wonderful day.  Thank you very much.  Bye bye.

We have offered to do a complete overhaul on Mrs. *******’s engagement ring up to and including remaking the ring, at no charge.  We have also offered Mrs. ******* the option to do an upgrade to a different style ring, that she’d indicated earlier she might be interested in, and we have offered her 20% off the upgraded ring.  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/31/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: At some point during February, my fiancé began his search for “Man-made Diamond engagement rings”, upon utilizing an internet search engine; the Diamond Nexus Labs website was displayed, which led him to believe that he ring in which he was soon to purchase was a “man made diamond engagement ring”. After some time, my fiancé purchased both an engagement ring and matching band set that costs approximately $2700.00. He received the ring in mid-February. In an attempt to propose at an appropriate venue, he presented me with the ring March 30th. After attempting to immediately insure the ring, the insurance company questioned the description and the price that was paid for the ring. While attempting to gain more information, I spoke with a customer service representative at DNL on April 11th and inquired about the “market value” of the ring. He responded that the ring is worth what my fiancé paid for it because my fiancé felt it was worth that price. After further pressing him about the resale value of the ring, he explained that if I attempted to resale the ring or have it appraised by a jeweler, the jeweler would only offer me the price for the melted gold. After further research, gold currently sales for under $50 p/gram and the amount of gold utilized for the ring is approximately 3 grams, which equates to a total cost of $150.00. The customer service representative explained that the cost of 2700.00 (a %1800 markup) reflected the craftsmanship of the rings. The craftsmanship nor quality of the ring is worth this amount, by no means. The center stone is already beginning to cloud after only 2-3 weeks of wear. Based on the website tags associated with DNL, one is under the impression that they will be looking at manmade diamond rings as opposed an inferior quality product with no market value. I asked the representative if the rings could be refunded, he responded ‘no’. I asked if they could be refunded with some small penalty or if we promised to purchase something of much smaller value. He explained that he was not authorized to conduct such a transaction and that his manager would give me a call later during the day. Later during the day, a manager called to speak with me. She explained that the company was firm on their return policy; to which I responded that I understood the policy however, I felt that my fiancé was misled due to the tags associated with their internet website (which allowed the company’s website to return during the search), he specifically searched “man made diamond engagement rings” which took him to the DNL site which read "Pure Carbon Diamonds" on the page, as well as the fact that these rings were thousands of dollars, the manager stated that the only thing she could do was contact her Marketing/Sales Director for a response. This entire ordeal started by me only attempting to accurately describe the rings and their value to the insurance company accurately. After notifying my fiancé, who has macular degeneration (an eye disease that affects central vision) that the rings indeed were not “man made diamonds” rather “diamond stimulants”, (essentially CZs, otherwise the stones would have recognizable market value)he was distraught. Below is a screenshot of website prior to entering the pages to search for engagement rings. It never clarifies that what the viewer will be looking at are “diamond stimulants”, rather it highlights “Pure Carbon Man Made Diamonds”. At this point, speaking on the behalf of my fiancé and I, we would like a full refund, minus a $15 repolishing fee for engraving , for the entire wedding set. Again, within only approximately two weeks, the center stone already presents cloudiness and as the recipient of the ring, I am not satisfied with the product or the response I’ve received thus far and per the warranty on the product, I am simply not “Elated”. Please, just refund the money, we are certainly not interested in exchanging for another item %150 more than the current amount that has been spent, which we were told was our only option. While the photo cannot be pasted it can be accessed via the following link: http://www.diamondnexus.com/pure-carbon-man-made-diamonds.html

Desired Settlement: My fiance and I would like a full refund of the purchase price (approximately $2700.00) minus a $15.00 polish change (to remove engraving).

Business Response:

Mr. ******** purchased on February 1, 2013 the Briar Rose engagement ring and matching band through our customer service department after locating it on the Diamond Nexus website.  On the webpage where these rings are located the description states in part: “This affordable, twisted band engagement ring features 108 micro-set accents swirl and surrounding the Round Brilliant cut diamond simulant center piece.” There are also bullet point highlights describing the product that was purchased.

  • Lab-created center stone available in a range of sizes.  See menu above.
  • A host of round brilliant cut micro-set diamond simulant accents

 The following is the link to the entire page: 

http://www.diamondnexus.com/briar-rose.html

We also have an educational tab on our website titled Learning Center. The following is a link to this section where customers can learn about our products, how to evaluate our products, and the technology behind our products.

http://www.diamondnexus.com/product-education.html

After presenting the Briar Rose ring and band to his fiancé, the fiancé called into our customer service department to inquire about the value of the product for insurance purposes. We would like to provide Mr. ******** and his fiancé with an appraisal for the Briar Rose ring and matching band. The appraisal is provided by a Third Party by the name of *** (******** ************* ***********). This appraisal can be used for insurance purposes. The following is a link for more information concerning our appraisals.  (http://www.diamondnexus.com/customer-service-appraisals.html)

The fiancé has claimed that the stones appear cloudy and she is requesting a full refund. We do have a lifetime guarantee on our stones and we do offer a 30 day money back guarantee. We would like to have her send the ring in to us for inspection but we cannot allow a return as it is beyond the 30 days. The following is a link to our lifetime guarantee and our return policy:

http://www.diamondnexus.com/customer-service-our-triple-guarantee.html

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 

The questions that continue to be asked are not being directly answered:

-Since the desription does not specify diamond simulants for the accents in the ring. are these simulants as well.

-There was a photo attachment previously submitted, which stated "Man made Diamond Rings - Flawless beauty at half the price"

(This statement specifies that there are man made diamonds set in rings)

Regards,

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

 

 

Business Response:

The second bullet point in the description of the Briar Rose Engagement ring states:

  • A host of round brilliant cut micro-set diamond simulant accents


Here is the link to the full description of the Briar Rose Engagement ring:

http://www.diamondnexus.com/briar-rose.html

The previous photo attachment submitted by Mr. ******** states, in part, “Pure Carbon Man Made Diamonds”. Below is the written content in it’s entirety:

**Whether you call them lab created, synthetics, or man made diamonds, what you are seeking is the perfect, conflict-free alternative to a mined diamond. You've come to the right place! When comparing a man made diamond to its mined counterpart, there are three key measures of performance to consider:


Physical - the look and feel of the stone | Optical - how the stone reflects light | Chemical - what it is made of

In our collection, we have both canary yellow and white Pure Carbon Man Made Diamonds each of which exactly mirrors the finest mined diamonds on all three measures.

One thing you should know is that man made white diamonds, whether you purchase them here at Diamond Nexus or anywhere else, are available in sizes only up to a half carat. The fact is, that as you grow white man made diamonds to a more popular 1ct or greater size, the cost is exorbitant... nearly approaching the cost of a flawless white mined diamond.

Good News! We offer an exceptional patent pending diamond simulant that will take your breath away. And, there’s no limit to the size or cut you can select!

So if you are looking for an exceptional gem comparable to the finest D color, flawless mined diamond... your search is over. The only one who will know the difference is your wallet.**


Here is the link to this page on the Diamond Nexus website:

http://www.diamondnexus.com/pure-carbon-man-made-diamonds.html


As previously offered, Diamond Nexus would like to offer a free appraisal for Mr. ********’s ring and matching band.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/27/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Due to the length of the explanation I am just going to write out the letter I sent to the customer service at Diamond Nexus, **** **** ******* *** ********* ** *****. The letter, dated May 4,2013, was sent certified/return receipt requested. Dear Sirs, I’m writing this letter with the hope of resolving a problem I have already made three attempts to solve. It began when my husband bought a 1.59K ring for me from your company. Although he knew the ring was man-made, he relied on your ad saying it was *** certified and had a money back guarantee. After wearing the ring for a few days I realized how poorly made it was. I hesitated calling you to complain because I was afraid it would hurt my husband’s feelings. Finally, however, I realized that he had paid too much not be completely happy with it. I decided to call and ask for the ring to either be repaired or to get our money back. I was told by the sales rep that you could easily fix the ring for me and that the flaws were probably caused by the mold. I returned the ring. The things I wanted fixed were: the diamonds were out of aline on the band, the metal beading was not good quality and the engraving was different on each side of the band and did not appear to have been professionally done. When you returned the ring to me, it had all the same problems. I tried to live with it for awhile but then realized that it was impossible and so I called you again. This time I asked for a refund and was told I was “13 days too late” to get one! I was told that only a supervisor could authorize a refund now and so I asked to speak to one. I was told one would call me back. When the supervisor did call, she said she couldn’t authorize a refund but that I could “upgrade” to get a better quality ring! She said she couldn’t recommend fixing my ring again because all of the rings were “handmade” and I ran the risk of getting the same “jeweler” who wouldn’t fix it any better than it was already!! I feel so manipulated. I decided to try to sell it and so I took it to a local jeweler. He said it was only worth $300 and that he didn’t see how it could possibly be *** certified. The final insult came when one of the diamonds fell out! I want our money back. I don’t want to pay a “penalty for being late,” a “restocking fee” or anything else except a FULL refund. I want to thank you in advance for your help in resolving this matter and I wait for your response. Sincerely, ******** and ****** ******* *** ** ****** **** ****** ****** ** ***** ****** ******************* On 5/7/13, a supervisor named ******** called to say they had received our letter and that they wanted to correct the problem by offering an upgrade at a discount. She said she could not give a refund because it was past 30 days and therefore against "company policy." We reminded her we had tried to work within company policy by letting them repair the ring but it was returned to us in the same condition. She said they had held a "committee" review and their decision was final. When asked for the name of owner of the company, she said she was not allowed to give that information out. She also was not allowed to name the other committee members except for ******* *****, sales representative. ******** said she had already discussed the matter with *******, so we could see no point in doing it again. We told her we would be contacting your agency.

Desired Settlement: They will accept the ring back and issue a full refund.

Business Response:

Mr. ******* purchased the Valencia, 14k, White Gold engagement ring on January 5, 2013 and received it on January 17, 2013. On Mr. *******’s invoice there is a copy of our 30 day return policy. The 30 day return period would have ended on February 17, 2013.

Mrs. ******* called regarding imperfections on her ring on February 7, 2013. We sent Mrs. ******* a jewelry action form and a UPS shipping label so that she could send her ring in for repair. We received it back on February 18, 2013. Our jewelers found a small imperfection on the side of the band and repaired it. The repaired ring was shipped to Mr. ******* on February 21, 2013. Mr. ******* received it on February 27, 2013.  We received another phone call from Mrs. ******* on April 3, 2013. Mrs. ******* indicated that she thought we did not correct the imperfections on her ring. She stated, “I’m just wondering maybe if I should go with a different style ring if that’s possible.” The customer service representative explained our trade-up program and Mrs. ******* indicated that she was interested in the Sara Michael engagement ring. Mrs. ******* said she wanted to speak to her husband and that she would call us back.  On April 4, 2013, Mrs. ******* called in to our customer service department to inquire about a full return on her Valencia engagement ring. The customer service representative informed her that a return could not be authorized as it was past the 30 day return period. Below is a link to our return policy:

 

http://www.diamondnexus.com/customer-service-returns.html

 

We would like to send Mrs. ******* a UPS shipping label so she can send her ring back into us for inspection. If there are any defects we will repair or remake the ring and promptly send it back to her. Below is a link to our warranty and repair policy.

 

http://www.diamondnexus.com/customer-service-sizing-and-repairs.html

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I am very upset and disappointed that a buisness in this economy would manipulate and scam people. The reason I do not want another repair is because first I already attempted that.They claimed it was a small imperfection but I took photos before and after! The ingraving on the side of the ring was completely different on each side very cheap looking. The metal beading was off and the diamonds were not inline. I returned it becaouse the man i spoke to said there was probably a problem with the mold,and got it back with the same issues, then a few weeks later a diaomnd fell out.  Diamond Nexus supervisor ******** claimed all phone calls are recorded (unknowingly to the cutsomer by the way) so I would love to recieve a transcript because there is alot of lying going on on their part and I want nothing to do with this company anylonger they scam people. The supervisor said my 30 day waranty began on Jan 5th meaning before I even psychially had the ring on the 17th of January! Also when I returned it the first time they are claiming it took 11 days for UPS to return it to them I would also love to see proof of this which we can obtain via UPS regardless those 11 days and the time it took to repair should not be taken from my 30 days! Also when I recived the ring back I got another 30 day warranty with it! On April 3rd I called to return it and the lady said I could not but that I could upgrade I considered it but after speaking to my husband it seemed once again we were being scammed you want more money from us when you already have not come to standards with our previous purchase I returned the call and asked to speak to the supervisor who said my ring was handmade and a jewler could look at it but she recommened I go with an upgrade because I might get the same results. In all this company's policy has no merit when you send me a product thats is crap. I gave them a chance to repair it they didnt and said my only other option was to spend more money! This company over charges people and also falsey advertises their products! Most of their rings are hollow on the inside like mine which on their website is made to look solid. Also I had contatced them more than they are saying. Why would I want to have anythign more to do with this company when all they do is lie. 

Regards,

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

 

 

Business Response:

When a customer calls into our 800 number the following message is played before being transferred to a customer service representative: ‘To help insure we give you the best customer experience possible, your call may be monitored or recorded.’

Mr. ******* purchased the Valencia Engagement ring on January 5, 2013 and received it on January 17, 2013.  On February 7, 2013 Mrs. ******* shipped the Valencia engagement ring back into us for repair. Our receiving department received delivery of the package on February 13, 2013.  It takes 2 to 4 business days for items coming in for repair to be inspected and a repair order be created.  The repair order for the Valencia ring was created on February 18, 2013.

We do have a 30 day return policy and the 30 days begins when you receive your ring.  See the link below:

http://www.diamondnexus.com/customer-service-returns.html

We also have a lifetime guarantee on our diamond simulants that includes lost stones.  See the link to the guarantee below:

http://www.diamondnexus.com/customer-service-our-triple-guarantee.html

We’ve included transcripts of phone calls between Mrs. *******, a customer service representative, the customer experience coordinator, and a third person on speaker phone with Mrs. *******. These phone calls are from the phone number Mrs. ******* provided.

 

*First call is between Mrs. ******* and a customer service representative on February 7, 2013.

 

CSR = Customer Service Representative

 

CSR:  Good afternoon, Diamond Nexus, this is *****.

Mrs. *******:  Hi *****, my name is ******** *******.  My husband originally bought me a band from you guys, I mean an engagement ring.

CSR:  Okay.

Mrs. *******:  Um, I’m just calling because the metalwork on it is kind of, um, off.

CSR:  Okay.

Mrs. *******:  Um, and I’m wondering if I could like send it back to get it, like, fixed? So, how does it work? Like do I return it and get a different one? Or, you know, what I mean? It’s the Valencia; it’s like a vintage style ring.

CSR:  Yeah, it’s a very popular one too.  How band? I mean is it just one part of the ring or is it the whole thing?

Mrs. *******:  No. It’s just some things are uneven, some things are like one of the designs on the side is bigger than the other one and it’s not the same, um, like the branding on the metal, you know what I mean?

CSR: Yeah.

Mrs. *******:  Uh, yeah.

CSR:  Okay.  I know you’re not a jeweler but you know, do you think it’s something they can fix or something they’re guna have to remake? Either way, we’ll do it. You know, I just…

Mrs. *******:  Okay, I’m not really sure.  I mean I definitely would send it back to you and have you guys figure that out for yourself, you know, like you said, I’m not a jeweler. But, you know what I mean?

CSR:  Okay, yeah.  What I will do is I’m going to email you a shipping label.

Mrs. *******:  Okay.

CSR:  Because clearly we’re not guna make you pay for something that’s not right.

Mrs. *******:  Yeah.

CSR:  Um, I’ve got his email address.

Mrs. *******:  Um

CSR:  Want me to send it to you, though?

Mrs. *******:  Um, uh, yeah send it to me.

CSR:  What’s your email address?

Mrs. *******: okay, it’s ****….

CSR:  Is that a * ** ** ***?

Mrs. *******:  Yeah.  * as in ***, * as in *****, * and the, um, **** **** and then the number * at ***********.

CSR:  Alright, I’m guna send a couple of things.

Mrs. *******:  Okay, perfect.  Everything else though is amazing about it.  It’s just the metal work is just off a little, so…

CSR:  Well, we want it to be perfect, and it could very well be, we sell so many of those rings, that they have to kind of constantly remake a mold for it.

Mrs. *******:  Oh, okay.

CSR:  It might have been a ring that was, you know, at the end of one of their molds.

Mrs. *******:  Okay.

CSR:  Could prompt them to have a new one made.

Mrs. *******:  Okay.  Thank you so much!

CSR:  So, I’m guna send you, uh, first thing is like a repair form.  It’s real self explanatory when you see it.

Mrs. *******:  Okay.

CSR:  Just fill it out as best you can.

Mrs. *******: Okay.

CSR:  Um, and then I got the UPS label coming and for that all you gotta do is print that off and stick it on the box and it’ll get it here for free.

Mrs. *******:  Okay, okay.

CSR:  All you’re guna need is your order number, if you don’t have that I can give it to you right now.

Mrs. *******:  Okay, um, I’m pretty sure he has all the paper work for it, but just in case, cuz my husbands’ not one to keep things. (laughing)

CSR:  Sounds like me. (laughing)

Mrs. *******:  Okay.

CSR: Order number ***

Mrs. *******: ***

CSR:  ***

Mrs. *******: ***.  Okay, perfect.

CSR:  You should have everything you need here shortly.

Mrs. *******:  Okay, thank you so much.

CSR:  You’re welcome.

Mrs. *******:  Okay, bye.

 

*Second call is between Mrs. ******* and a customer service representative on April 3, 2013.

 

CSR = Customer Service Representative

 

CSR:  Diamond Nexus, this is *****, how can I help you?

Mrs. *******:  Hi, I’m calling about a ring that my husband bought from you guys. Um, basically I sent it back because, um, the design on the side, it’s the Valencia ring by the way, um, the design on the side is off, like…

CSR:  Okay.

Mrs. *******:  Where there’s this molding on the side of the ring like the design is just uneven and some of the like there’s loops at the top where like it’s supposed to be molded into it…

CSR:  Uh huh.

Mrs. *******:  It’s completely different on each side, um..

CSR:  Okay.

Mrs. *******:  So, I’m just wondering like what we can do about that, just, it’s just not up to par.  You know what I mean? (laughing)

CSR: Right, no I completely understand.  Um…

Mrs. *******:  I mean I already sent it back and you guys sent it back to me but it’s the same issue, do you know what I mean?  I’m just wondering maybe if I should go with a different style ring if that’s possible, or…

CSR:  Yeah, I’m almost wondering if it’s the mold if something is just in the mold like that, let me take a look at your order, um…

Mrs. *******:  Okay.

CSR:  What name was the purchased under?

Mrs. *******:  Um, ****** *******, um, * * * * * * *, and ****** is, are you ready for me?

CSR:  like, so what’s the first name?

Mrs. *******:  It’s * * * * * *.

CSR:  Okay, just one moment please.

*** long pause ***

CSR:   Yeah, I mean they’re aware of the imperfection and I mean it looks like they tried to clean up the pattern as best they could, um, yeah if you’re not happy with it it may be better for you to potentially look at a different design.

Mrs. *******:  Okay, and then, I don’t know like how much did he pay for this ring?

CSR:  Um, this one, now if you did want to send it back we’ll see if there’s anything else we can do. Um, I mean I certainly don’t wanna discourage you from that ring but, um, so this ring was, he paid $1019.15.

Mrs. *******:  Okay.

CSR:  So..

Mrs. *******:  And then, how, okay if he’s still doing a payment plan for that one? Or, if he paid it off?

CSR:  No.  It would have been paid in full.  We only ship once it’s been paid in full.

Mrs. *******:  Oh, okay, I didn’t know that.

CSR:  Uh huh.

Mrs. *******: Okay, so, um…

CSR:  But I mean you can upgrade up to something else. Um, if you wanted to because you can take, has the trade up policy been explained to you?

Mrs. *******:  No.  ‘Cuz I was looking at the Sara Michael one.  The one by, um, I forgot the designers name.

CSR:  Oh, the um, the Nashef ring.  Um, which you could do the Sara Michael, um that would put you…

Mrs. *******:  ‘Cuz that doesn’t have any design on the side right? Like,..

CSR:  No.

Mrs. *******: it’s just plain band.

CSR:  Yeah, it’s just, it’s just guna be your metal, so your gold.

Mrs. *******: Okay.

CSR:  So, you can trade it in as well, I know that, ‘cuz they sent it into the jeweler, I mean the notes are here.  And I know that they did try to correct the imperfections. Um, so if it’s still not, you know..

Mrs. ******* and CSR:  talking at the same time and is jumbled

CSR:  Yeah, and you may wanna may wanna consider switching ‘cuz I’d hate to have you send in to go through the whole process again and it still, you know, not be what you were expecting.

Mrs. *******:  Okay, yeah and um, so okay and then he would have to, so that would be, if I wanted the Sara Michael one you would credit what he has already paid to that, is that correct? Or..

CSR:  Correct.  Exactly.

Mrs. *******:  And he would have to pay off the other, however much, right?

CSR:  Right.  Which it’d be roughly, uh, $1379.00.

Mrs. *******: It’d be roughly $1379.00?

CSR:  Uh huh.

Mrs. *******:  Okay.  Let me, I think I’m guna do that, so… ( laughs )

CSR: Okay.

Mrs. *******:  Okay, so let me see here, I have to talk to him first, obviously.

CSR:  ( chuckles )

Mrs. *******:  Um, but okay, and then he could do like payments towards paying it off and then once he’s paid it off you could ship it, right?

CSR:  Yep.  Once it’s been paid off, I mean, what I’ll do is I’ll go ahead and put it in now if you think that’s what you’ll do.

Mrs. *******:  Okay.

CSR:  And then he can start making payments on it and then, uh, typically we don’t put this into production ‘til they’re paid in full.  If you get kinda close enough, um, we’ll go ahead and get started on it, that way it doesn’t take as long.

Mrs. *******:  Okay. And you have, like, my ring size and everything already, right?

CSR:  Yep, I’ve got everything in here; if nothing changed the size is size 5 in 14k white gold.

Mrs. *******:  Okay, yeah. And then, um, so the Sara Michael one, that’s white gold too? I didn’t know if that’s white gold or different.

CSR:  Uh, it can be. It’s up to you.

Mrs. *******:  The one that’s featured online, what’s that metal?

CSR:  That’s 14k white gold.

Mrs. *******:  Oh, okay.  Okay.  Okay, so $1379.00, then he, I don’t know how, he probably knows the payment, how the payments go with you guys, obviously.

CSR:  I mean, yeah, he should.  I mean, it’s either you just put down 30%, I mean at this point when he’s doing something like a trade, um, it’s really up to you guys.  I mean, we typically do ask for 30% down but this is a trade up, it’s not like it’s a brand new order.

Mrs. *******:  Okay.

CSR:  So whatever, however you guys want to split it up, like I said if you get, just take it as that roughly $1379.00, $1387.00 say with shipping, um, once you get like 75% of it paid off we’ll get it put in production, or I would anyway.

Mrs. *******:  ( words jumbled ) let you know and we’ll just call you back I guess, right?

CSR:  Yeah.  That sounds good, just uh, let us know when you decide.

Mrs. *******:  And do I have, uh, a certain time frame to decide this?

CSR:  No.  Because what you’ll be doing is taking advantage of the upgrade policy that does not ever expire.  So, it’s whenever you decide.

Mrs. *******:  Okay, perfect.  Okay, thank you so much.

CSR:  Sure, you have a good day.

Mrs. *******:  Okay, you too.

CSR:  Thanks. Bye, bye.  

 

*Third call is between Mrs. ******* and a customer service representative on April 4, 2013.

CSR = Customer Service Representative

 

CSR:  Thank you for calling Diamond Nexus, this is *****, I can help you.

Mrs. *******:  Hi, my name is ******** *******, I’m calling because I wanna return an engagement ring my husband bought.

CSR:  Okay, let me get into the screen, it’ll just take a moment.  Do you happen to have the order number available?

Mrs. *******:  No, I can tell you his first and last name though.

CSR:  What was the first name again?

Mrs. *******:  ******, * * * * * *.

CSR: Last name?

Mrs. *******: *******, * * * * * * *.

CSR:  Okay, I’ll just be a minute here.

Mrs. *******:  Okay.

CSR:  Okay, let me see something here.  May I put you on hold for a brief moment?

Mrs. *******:  Yeah, that’s fine.

CSR:  Thanks, hold on.

( long pause )

CSR:  Okay, thank you for holding.  So, okay, so I’m showing there was a Palm Springs in here?

Mrs. *******:  Yeah, no, I don’t , I just wanna return it for now.  And there is like, maybe, down the line, like I could get a different one but for now I just wanna return it because I already returned it and they tried fixing it and it’s just not fixing, like you know what I mean?  You have to love your ring.

CSR:  Right, ummm…

Mrs. *******:  So, when they sent it back to me they gave me another 30 days warranty and a like, money back thingy and they also, so I just, I don’t know, I just wanna return it.

CSR:  Okay.  So, let me see.  So, that would bring, let’s just see something here ‘cuz in March, I mean, this is in February.

Mrs. *******:  That I returned it again?

CSR:  Well that, it was, I’m showing that it was, okay so it was shipped back out to you in February, correct?

Mrs. *******:  ( unintelligible )

CSR:  Yeah, I believe, let me see here, hold on.  So then you received it February 27 so, ah it’s past 30 days, umm..

Mrs. *******:  How far past am I past 30 days?

CSR:  Um, let me see, (unintelligible whispering ) 30 days would have been March 29.  Um, if, I have to find out exactly what the deal is, can I put you on hold for one moment please?

Mrs. *******:  Yeah.

CSR:  Thanks.

( long hold, approximately 5 minutes )

CSR:  I’m so sorry I had to put you on hold, I just certain things I had to um, narrow down.  What I’m going to have to do is I’m going to have out Customer Service Coordinator contact you in regards to this ‘cuz I cannot approve the return because of the fact that it’s past the 30 days.  This’d be something that, um, I would have to have go through our lead in the call center.  So, do you, let me take down okay, um, what’s your first name?

Mrs. *******:  *****.

CSR:  *****?

Mrs. *******:  Yeah.

CSR:  Same last name?

Mrs. *******:  Yeah.

CSR:  And what is your phone number, the number you can be reached at?

Mrs. *******:  Um, ###-###-####.

CSR:  I apologize but it’s like I don’t wanna say something and have it be wrong.  I don’t have the authority to…

Mrs. *******:  Oh no, that’s totally fine.  I understand.

CSR:  Yeah, so let me have ******** get back with you and we can take it from there, okay?

Mrs. *******:  Okay.  Thank you.

CSR: Have a great day.

Mrs. *******:  Good bye.

CSR:  Bye bye.

 

*Fourth call is between Mrs. ******* and the Customer Experience Coordinator on April 5, 2013.

 

CEC = Customer experience coordinator

 

CEC:  Thank you for calling Diamond Nexus, this is ********.

Mrs. *******:  Hi ********, this is ***** *******.

CEC:  Oh, hi there.

Mrs. *******:  Hi.

CEC:  Thank you for getting back to me.

Mrs. *******:  Yeah.

CEC:  Sorry, it’s been a day.  It’s just been pretty hectic.

Mrs. *******:  No worries.

CEC:  But, I got a little bit of information about what’s going on but I kinda want to hear what you have to say as opposed to just reading the notes in here.

Mrs. *******:  Oh, okay well I returned it before to get it fixed and it came back in the same way.  It was so, I’m just not pleased with it at all.  Basically, with the design on the sides of the ring, they’re just completely off, uh, and like, there’s a part where there’s like this loop and it just is completely different from the loop on the left and it’s on both sides of the ring, um and it is just really under par.  It’s just not, I’m really just not happy with it and then I was guna do an exchange but I’d rather just wait a while so that we can save up and maybe get like a designer ring that doesn’t have, do you know what I mean? I mean, it’s off.

CEC:  Yeah, I understand where you’re coming from but I don’t understand, um frankly we should have not sent a ring out that’s less than stellar.  So, I’m surprised that’s the experience you’ve had.  Now, of course, I haven’t actually seen the ring myself, like your ring, so I’m not sure exactly what you’re referring to as far as problems.  I know each one or our pieces are hand made, um, and designed.  At this point, you are outside your 30 days, so…

Mrs. *******:  By how many days am I outside of it?

CEC:  Um, well it doesn’t matter but I can tell you exactly, I mean I will tell you exactly but ultimately that doesn’t matter.  It’s 30 days for the return policy.

Mrs. *******:  Okay, so okay, and then, um, okay it’s a man made diamond right? So, okay. ( sighs )

CEC:  We have a lifetime guarantee.  There’s a lifetime guarantee on the stones and we definitely want you to be happy with the piece you have.  We definitely want that part, you know? Um..

Mrs. *******:  Then my husband said something about he paid like thirteen and I don’t know if that includes shipping but like they telling me that he only spent $1000.00, I think it was $1018.00 or something like that.

CEC:  Um, I can tell you exactly the out of pocket.  $1027.15.

Mrs. *******:  Oh, okay.

CEC:  And you subtract, you subtract $8.00 from it because your shipping doesn’t get carried over for like the trade up.

Mrs. *******:  Oh yeah, okay.

CEC:  So, it would be $1019.15, and it looks like um, let me look at this, I’m fairly certain that’s actually a discounted price.  I’m pretty sure the ring costs more than that so he probably got a discount too.  Um, let’s see…

Mrs. *******:  So now the rings back to normal, oh no, it’s $999.00 so okay.

CEC:  Well, actually it’s more than that.

Mrs. *******:  Oh.

CEC:  Because he got a 1.59 carat Princess cut stone so once you build the piece all the way up it’s actually $1200.00, $1199.00.

Mrs. *******:  Oh, okay.

CEC:  He must have gotten like 10% or something off.  Either that or it was on sale.  It’s the only way it could come up with that dollar amount.

Mrs. *******:  Okay, um…

CEC:  So, here’s my question for you, ‘cuz I wanna do something, I mean I know I can’t return it, it’s to far outside of that but I certainly wanna be able to get you a nice piece of jewelry, something that you can love.  If you would like, what I can do is send you a label and have you send that ring back in and I would want you to send it like with my name on the attention.

Mrs. *******:  Uh huh.

CEC:  Then I would have it in my hot little hands and I could go to speak directly with the jewelers and indicate the things that you are saying.  That you’re saying that are not right on it, that’s one option.  Or, if you do wanna trade up to the Palm Springs we can just get that into production and get that started. But then, of course, you have to pay the difference.

Mrs. *******:  Yeah, I’m guna, okay, um well I’m guna think about it and think, uh, I guess.  I don’t know what I’m guna do.  Um, I’ll think about it and then I’ll go ahead and give you guys a call back.

CEC:  Yeah, this number that you called me back on? It’s my direct line.

Mrs. *******:  Okay, yep.

CEC:  And I’m here ‘til, well I’m here ‘til 6pm Central time today.  Otherwise, I’m here 9am to 6pm, Monday through Friday, Central time.

Mrs. *******:  Okay, thank you so much.

CEC:  You bet.  I’ll look forward to hearing back from you then.

Mrs. *******:  Okay, bye.

CEC:  Thank you. Bye, bye.

 

*Fifth call is between Mrs. *******, a third party on Mrs. *******’s speaker phone, and the Customer Experience Coordinator on May 7, 2013.

CEC = Customer Experience Coordinator

#3 = Third party person

 

CEC:  Hello, this is ********.

Mrs. *******:  Hi ********, this is ******** ******* calling you back.

CEC:  Hi there, how do you do?

Mrs. *******:  How are you?

CEC:  I’m great.  So, I was able to sit down with uh, with our committee, um, once we received your letter today.

Mrs. *******:  Oh yeah.

CEC:  And we, you can’t return.  You still can’t do a return for a refund ‘cuz it’s so far outside the 30 days.  But we can do a couple of things, um, of course we can completely revamp your ring.  Whatever needs to be done we will do.  Or, if you wanted to continue with the process that had been started; trading up to the Palm Springs we actually can offer you 20% off of the Palm Springs.

Mrs. *******:  Okay.

CEC:  It would lower your out of pocket considerably for the trade up.

*Voice in the back ground along with Mrs. *******, unintelligible*

Mrs. *******:  Okay, well I have, I’m sorry; I have someone here with me. Um…

CEC:  Oh sure.

Mrs. *******:  Um, okay.  See, the problem when I sent it back for repairs was that, so the days that you had that was that in the 30 days or did I get a new 30 days once you sent my repaired ring back?

CEC:  No.  The 30 days begins from the day you receive your ring.

Mrs. *******: Oh.

#3:  And so the 30 days was at, the 30 days then would’ve active the very first time she called and was told that oh we can fix that easily.

CEC:  The 30 days would’ve begun on January 17, 2013 when you received the ring.

#3:  You know the truth is though this has been um this is more like a, uh, I just, I don’t accept the fact that it can’t be returned.  Um, this is a, this is an internal rule that you have, there’s no law about this.  And there’s an, this is your own internal rule.

CEC:  It is our company policy.  That is correct.

Mrs. *******:  Yeah.

#3:  And based on the fact that the very first call that came, that she made to you um, there was no offer of a refund then.  There was no talk of it then.  And, and the fact that this ring is so shoddy and you can’t even tell us who made it, if it’s a mold or if it’s a jeweler.  Um, we’ve gotten two explanations as to how it was made and the only solution you ever have is to bring, get more money.  Um, personally…

CEC:  Well no, we can actually fix it, I mean that’s the other thing, we can actually fix or maybe we need to remake it.

#3:  How many times do you have to have it before you can fix it?

Mrs. *******:  ‘cuz I sent it back before…

#3:  ( interrupting ) It’s been back.

Mrs. *******:  It’s been back, so…

CEC:  Yeah, it has been back here, I know that, I do see that.

Mrs. *******:  Getting it back after like a month of having it a diamond fell out, just to me..

#3:  ( interrupting ) I really, you you need to give the money back. And my thought is, uh, that she needs to just mention this to the Better Business Bureau or possibly even just..

Mrs. *******:  Small claims.

#3:  Yeah.  The, it’s it’s not…

Mrs. *******:  The whole fact of the warranty no liking it is completely, it doesn’t have any merit when the ring comes to you in the first place and you send it back for repair and get the same product back.

#3:  And then the third time we get to upgrade it.  We can keep upgrading it until you have all our money.

CEC:  Well no, you can, no you are incorrect because I said you could move forward with the upgrade if you would like.  But I also told you that we could actually repair it or maybe we need to completely remake the ring for you.  So, that’s another option that has nothing to do with you paying any more money.

#3:  Okay, well if…

Mrs. *******:  I guess we’ll…

#3:  We’ve lost faith.

CEC:  I’m sorry.  I’m really sorry about that, I truly am.  On a personal level I’m sorry you’ve had a bad experience….

#3:  ( interrupting ) It’s a very, you’re you’re that whole pitch is very manipulative.

CEC:  Um, I…

Mrs. ******* & #3:  ( talking at once, unintelligible )

Mrs. *******:  Thousands of dollars that are not even worth it.  It’s a rip off.  You’re stealing peoples money, especially in this economy, it’s just horrible.

CEC:  That’s absolutely not true.

Mrs. *******:  Okay well, I had it appraised by a jeweler and he doesn’t even understand how it can have an ****** certificate when it’s not even a stone.  It’s not a real stone.  So, they’re saying it’s mane made, how can the possibly, which is another issue I’ll bring up with ****** separately because I’ve had people talk about that on another forums and stuff. How ******, how can they certify it’s a stone that’s not even a real stone.  So, I mean, it’s mostly men that are buying your products so I just feel it’s manipulation for me that are going online to buy something nice for their wives, the wives are the ones that are upset.

CEC:  We are very forthcoming with the product that we sell.  Um, every thing about that ring is fine jewelry. It’s exactly what we say it  is, including the stone.  The stones are diamond simulants, there’s a learning center section on our website that tells you from beginning to end, there’s more than I could possibly even begin to explain of how our stones are created and what exactly they are, including all the elements that are within our stones.  And then the life time guarantee….

Mrs. *******:  (  interrupting, parts unintelligible )  If you’re so big and have so much, like, customers that are so happy I don’t understand why a refund at such a low price is so unreasonable for your company.

CEC:  It’s because we have a policy.  It’s a company policy.

#3:  Well…

CEC:  You have 30 days.

#3:  Okay, um, this is your final word and there’s nobody above you that can talk about this?

CEC:  No ma’am, this is it.

#3:  Okay, then we’re guna take this next step.

CEC:  Okay.  Well, if you have any questions or you wanna move anything further with me you do have my direct line, you’re welcome to give me a call.

#3:  Are you the owner of this company?

CEC:  No, I am not.

#3:  Okay, who is the owner?

#3:  Hello?  Have you gone?

CEC:  Oh, I’m sorry, I’m here.

#3:  Okay, who’s the owner?

CEC:  I am not able to give that information out.

#3:  Where is the corporate head quarters?

CEC:  I’m located at the corporate head quarters.

#3:  Okay, so then if we asked to have a letter, the same letter…

CEC:  Oh, if you wanted to send a letter to us this is where you would sent it.  I could tell you the Sales Director.

#3:  Um….

CEC:  Which is not me, that’s actually my boss.

#3:  Well, let’s have that name but I think we wanna go higher.

CEC:  Um, her name is ******* *****, * * * * * * * and the last name’s *****.

#3:  I’m, we’re guna talk to an attorney.

CEC:  Okay.

#3:  And decide whether um, whether we wanna keep negotiating uh, there’s a, this, you know company policy can be changed.  Company policy is made by the policy, um, I mean by the company itself and there’s no reason it can’t be changed.  Um, if you’re choosing to continue with this uh, give us more money and we’ll make you happy kind of an approach.

CEC:  But I actually told you you don’t have to give us another dime and we would completely repair…

#3:  ( interrupting ) why couldn’t you fix it the first time you said you would?

CEC:  You know what?  They are hand crafted pieces so…

Mrs. *******:  ( interrupting ) So, why did they guy tell me the first time it was a mold?

#3:  And why, why did you tell um,  why did you say “you might, you probably don’t wanna send this back because you run the risk of getting the same jeweler”?

CEC:  Actually, I did not tell her that and we do monitor and record all of our phone calls and I went through and listened to that phone call between myself and ******** and I never said anything like that.

Mrs. *******:  Well, that will be good to have for you guys then.

CEC:  It certainly will, I could provide a transcript of it actually.

#3:  Oh that, would you please?

CEC:  You bet.  Um, why don’t you go ahead and send the letter to ******* *****.

#3:  And have you already talked to her about this?

CEC:  Yes.  She’s, she is, um, she is part of the committee that the conversation was had that prompted me to then call you and offer what I can offer you.

#3:  Who else is on the, else is on the committee.

CEC:  I would just send it to ******* *****.

#3:  But who else is on the committee?

CEC:  I’m not a liberty to give you that information.

#3:  Is there secret people?

CEC:  I have given you all the information that I am able to provide to you.

Mrs. *******:  Well, we have the phone conversation recorded as well.

CEC:  That’s fantastic.  Then you do know, and that’s great because then that means that you know I said you did not have to pay anymore money for anything.  We would actually remake…

Mrs. ****** & #3:  ( started talking at once and is unintelligible )

Mrs. *******:  I don’t wanna be part of this company any longer.  Your stones are not, your, the jewelry cam to me messed up in the first place.  I sent it back, it cam the same way.  I got an explanation it was from a mold and I thought it was from a jeweler, and then a diamond fell out.  It’s just the metal beading is horrible it’s just low quality it’s not worth the money that you’re charging people.  So, we’ll take it to Better Business and then we’ll just do the lawyer.

CEC:  Okay.  You have a wonderful day.  Thank you very much.  Bye bye.

 

We have offered to do a complete overhaul on Mrs. *******’s engagement ring up to and including remaking the ring, at no charge.  We have also offered Mrs. ******* the option to do an upgrade to a different style ring, that she’d indicated earlier she might be interested in, and we have offered her 20% off the upgraded ring.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/2/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Company represented that product purchased was not disvoverable to be fake during multiple pre purchase due dillgence conversations. Especially company made statement that unless out h nder lab testing it would not be discovered. I have this detail in email and phone conversations. During less then 11 mknths of purchase product was proven to be able to be fake to the naked eye of two seperate exoerts if which I have statements. In addition ring has been returned to DNL and request to anate with full refund was denied. This is a ethical misrepresentation to all consumers and caused me a very embarrassing moment to my famiky. Company needs to be held accountabke for misleading information and accountable ethically and via thwir intwgrity for communicating and promising I would not have endured thia expierence. They have had my product returned in thwir hands for three weeks.. they offer to exvhange for additional products of which I have zero interest and expect a compromise reaolution on refunding the liquid dollars spent.

Desired Settlement: I truated my faith and due diligence and I will not accept any means. We will proceed with legal and communications to ensure all other consumers are aware of and protected from this misleading practice. Full or 3/4 refund of original purchawe price is all that will be accepted and I will sivn a general release on all future matters.

Business Response:

Mr. ***** purchased a ring from Diamond Nexus on March 13, 2012 after being in direct communication with our Nexus Design Team for approximately one month.  Throughout the creative process Mr. ***** was made aware that our stones are diamond simulants and it states that very clearly on our website as well (**************************************************). Furthermore, Mr. ***** signed our Customer Order Agreement on March 13, 2012 and within that agreement is our return and alteration policy.  Here is a copy of the return/alteration policy:

Custom Item Returns and Alterations:

Custom jewelry items may be returned or exchanged within the first 30 days after you’ve received your jewelry piece. Both exchanges and returns are subject to a 20% materials fee (Materials fee will be based off of the retail value of the piece, not a discounted price.), or a 100% store credit. We will take all reasonable steps to make sure you’re completely happy with your custom item, including sizing, minor alterations, etc. Any major alterations or design changes will be charged accordingly.

We will allow Mr. ***** to do an even exchange for any product on our website, in our retail locations, or through our custom design studio. Mr. ***** can also keep an in-store credit in our system but we cannot allow for a full refund. 


Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]


The company knowingly misrepresented the integrity of the product and caused me a massive embarassment and disruption both in terms of family and business.


They need to be held to a ethical standard. Obviously more product or a exchange will not suffice or be of any interest. I have zero interest in any exchange or future products. They have this return in their posession certified mail now for over a month. Please help

Regards,

**** *****

 

 

Business Response:

Mr. ***** purchased his custom designed ring on March 13, 2012.  He had initially placed an order for one of the rings offered on our website on March 7, 2012 but decided to go ahead with a custom designed piece.  Mr. ***** received the ring on April 5, 2012 and on April 9, 2012 he emailed letting us know that the ring was slightly loose.  Mr. ***** emailed again on April 19, 2012 to let us know he felt the prongs were a little different than the original image and that the center stone looked cloudy. Within that same email he stated he was considering upgrading to Platinum.  We sent Mr. ***** a Return Shipping Label on the 20th of April, 2012. He advised us he would be sending the ring back the following week for repairs, which he never did.

We did not hear from Mr. ***** again until March 13, 2013 when he emailed the Nexus Design Studio manager indicating he wanted to return the ring for a full refund.  We have a 30 day return policy and had Mr. ***** sent his ring to us in April 2012 we would have completed the repairs necessary or given him a full refund.  See our return policy below:

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

From the beginning Mr. ***** was aware that our Diamond Nexus stones are diamond simulants.  Our design team worked with Mr. ***** and educated him on our diamond simulants throughout the entire process.  We also have a section on our website that describes our diamond simulants.  Below is the link to that web page:

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

As a resolution we have offered Mr. ***** two options:

  1. We will make the changes he requested in April 2012 and include an appraisal.
  2. We will give Mr. ***** an in house credit of $2990.00 of which he can spend on anything from our Design Studio, website, or retail stores.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]


I methodically inquired to the quality of their products and " was promised " " to the nake eye there is no way anyone can tell their products from natural stones" of which o have the emails to prove it. I want a refund of my money as they ethically mislead myself. This is a matter of principle and Diamond Nexus ofdering a credit to more of their products makes zero sense. O don't want our trust their products. The suffering and hardship caused is far greater then my request for refund due to their lack of integrity. There is only one viable solution and that is refund for the product. They have had this in thwir posession for over a month and it was returned in perfect condition so they can seel it to make thwir profit to someone qho believes in thwir product. For me its simple. They mislead me caused me a hardship and now don't atick by their world

Regards,

**** *****

 

 

Business Response:

From the beginning of the purchasing process, which began March 2012, Mr. ***** was made aware that our stones are diamond simulants. 

If Mr. ***** encountered someone who looked at his wife’s ring and advised him that his stone wasn’t a natural mined diamond, then that person could have only been speculating.  Our diamond simulants have the same look, wear, and feel of a naturally mined diamond that is D in color, Internally Flawless, and Ideally Cut.  The only difference is the chemistry.  There are only two ways a person would be able to tell that Mr. *****’s ring isn’t a natural mined diamond. One is by using a diamond tester, which tests for the heat signature of carbon and two is to break down the stone to its individual elements. Both of these tests were described to Mr. ***** prior to his purchase.

We currently have Mr. *****’s ring at our office and we have been waiting on direction from him on how to proceed. We will ship his ring in its current state to Mr. ***** today, April 29, 2013. Once a resolution is agreed upon we will send Mr. ***** a UPS shipping label to send his ring back to us for either repair or exchange.

As a resolution we have offered Mr. ***** two options:

  1. We will make the changes he requested in April 2012 and include an appraisal.
  2. We will give Mr. ***** an in house credit of $2,990.00 of which he can spend on anything from our Design Studio, website, or retail stores.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]


The reality is simply I was mislead after multiple interactions during my due diligence. I already had an appraisal which was returned with the ring. Which has been in the possession of DNL for now one total month. The only abatement that I will accept is a full refund and I will sign a general release ending this issue with no further action. I am trying to limit the expenses of both sides in pursuing my attorneys getting involved. My intent is too juat move on and have the cash returned that I spent on this product. I do not want any other DNL products. I wish for resolution that meets my expectations. the hardship caused will never be recouped it qould be nice for the BBB to hold DNL accoutable fpr there ethics and misleading integrity or lack there of..



**** 

Regards,

**** *****

 

 

Business Response:

Diamond Nexus has a 30 day return or exchange policy.  Below is our policy:

The Diamond Nexus

Money-Back Guarantee:

Inspect, enjoy, and wear your Diamond Nexus jewelry for 30 days. If you are not thoroughly satisfied, even elated, your full merchandise purchase price will be quickly and cheerfully refunded.

Diamond Nexus also has a life time performance guarantee.  Below is that guarantee:

The Diamond Nexus

Lifetime Performance Guarantee:

Diamond Nexus simulants have all the lifetime wearability of natural diamonds. A Diamond Nexus is forever. If any Diamond Nexus simulant ever fades, discolors, or becomes damaged, a free replacement will be granted.

Below is the web link to our guarantees:

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

We have an entire section on our website called The Learning Center, which explains our diamond simulants.  Here is an excerpt from our website: 

Significantly different from and superior to other competing products such as CZ and Moissanite, a Diamond Nexus simulant will cut glass, is incredibly hard, and, like an earth-mined diamond, will last forever. No one in the world, including your jeweler, can tell that a Diamond Nexus simulant is not a natural diamond without scientific testing.

Below is the web link to The Learning Center:

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

Mr. ***** also signed a Customer Order Agreement on March 13, 2012 and a copy is attached to this response.

We have cleaned, rhodium plated, and polished Mr. *****’s ring and shipped it back to him via United Parcel Service.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

**** *****

 

 lets keep this simple. Your product caused me a business hardship, family and persoanl hardshipm so the least you do is honor the refund and resolve the issue. I am not interested in exchanges and have no idea why after 33 days you have now decided to return the ring. I do not want the ring or any other products. Be ethically reaponsible for the misleading presentations that your company made and erase this back and forth drama and refund the product.

 

Anything else will not be accepted. I will not take deluvery of the ring that you shipped *** as o never asked for this to be done and quite candidlly makes no sense.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

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

Additional Notes

Complaint: My husband purchased the **** ******* as my engagement ring. At first, I was awed by the brilliance of it, and was head over heels for the wonderful design. Then, after less than 3 months of having it, one of the small side stones fell out. Also, the center stone started getting foggy, and both it and the wedding band had a yellowish tint. So, I sent it in for repairs and to be cleaned, as well as to have it resized. After $100 and almost a month later, I finally got my ring back. Not only was my ring much bigger than it should have been (I asked them to go from a size 7.5 to a 7.75 - my ring is now an 8), the small stone they replaced on the side is set significantly farther back than the rest of them. To be honest, the repair job was done so terribly I wish I had just left it with the missing stone. Also, now that I've lost some weight, my ring is so big that it slides around my finger, and I fear that it could slip off at any moment and be lost forever. Now, not even 6 months later, another side stone has fallen out, the center stone is foggy and discolored, and the band is getting that yellowish tint again. Sadly enough, that's not even the worst part of all. There's not one, but TWO HUGE CHIPS IN THE CENTER STONE! Even though Diamond Nexus assures that their simulants "will not chip, fade, or lose its brilliance over time" (**********************************************************************************), mine has managed to do all three of those in LESS than a year! Additionally, both my husband and myself have called customer service on numerous occasions over the last 2 months to speak to the supervisor, but are always informed that she's "unavailable", and are forced to leave yet another voicemail. Between him and myself, we've probably left 10 already, and still have yet to hear back or get this matter resolved.

Desired Settlement: I would like to send my ring back in and have the above-listed issues repaired promptly and at no cost to me. That includes all shipping, cleaning, resizing back to a 7.5, and no charge to replace the center stone as well as the side stone that's currently missing and the one that the terrible repair job was done on previously. Of course, all of this would need to be confirmed in writing before I will agree to send my ring in again. Additionally, so as to avoid potential future litigation expenses, I would like for Diamond Nexus to throw in the matching **** wedding band for this ring, again at no cost to me. This will also need to be confirmed in writing, and the wedding band would need to be sent to me with my newly cleaned, repaired and resized engagement ring.

Business Response: Diamond Nexus does have a lifetime guarantee on our diamond simulants. If anything were to happen to our stones, for example, if they fade, discolor, or become damaged we will replace them. **********************************************************************

**** ******* sent in his ring on February 3, 2012 due to a stone falling out. Diamond Nexus replaced the stone that was missing for free and shipped his ring back to him. In June Mr. ******* sent his ring in because he needed it to be sized. We have a policy that states that within the first 30 days of purchasing a customer can receive a free ring sizing. Due to it being outside of his first 30 days then he was charged for the ring sizing. ******************************************************************** 

On November 18, 2012 Mr. ******* contacted our customer service department due to there being chips on his center stone and there being two stones missing. A warranty form was emailed to him on November 18, 2012. On December 4, 2012 the customer called in to our customer service department requesting a free upgrade for the inconvenience. A customer service rep by the name of ***** ******* reviewed the order with me, ******* ***** ******** ** *****, and I agreed to do the repair for free. Mr. ******* would only be responsible for the $8.00 shipping charge to ship his ring back to him. 

I received the BBB complaint on February 25, 2013. I called ***** ******* on February 25, 2013 and left a message for her to call me back. When ***** ******* called me back I offered to remake the ring for her and explained that the **** does not typically have problems so there may be something wrong with her specific setting. I also told her that since she had the ring sized that may have caused the stones to become a little loose. I said that remaking her a new **** in a size 7.5 would be the best option. We will do this at no charge. She is going to talk to her husband and call me back.

***** ******* called me back after speaking to her husband and that she has some sentimental feelings towards her original ring and asked if there was a way I could incorporate the stones from her original ring in her new one. I told her that I would send her a *** label to send in her ring so that my jeweler could take a look to see if we could get some of the stones out without damaging them. She said that would be great. She then said that her husband would like to speak with me and said that he is her lawyer so he has permission to speak on her behalf. **** ******* gets on the phone and asked if there is something that we could do for the matching wedding band. He asked if we could throw the ring in for free. I told him that I could not give him the band for free but I would be willing to give him a discount. I told him that I could discount the band 25% and extend a gift card to help with the cost. He said that money is tight and asked if he could make payments. I told him that I would definitely be able to work with him and that the ring would not go into production until 50% was paid and then as soon as it was paid in full it would be shipped. He said that would be great and that he would be calling me tomorrow to place the first payment. I gave him my direct line and told him that I would have the order set up for him.

I called ***** back because I needed to verify her shipping address due to there being 2 addresses in the system. **** answered the phone so I asked him to verify the address. He then proceeded to tell me that after speaking to his wife that the offer that I gave him was not good enough and that he would have to write a letter to our legal department if I could not give him a free band. He also said that we lied when we said that our stones will not chip or discolor and these would be the reasons why he will be taking us to court. I explained to him that we do have a lifetime guarantee on our stones and that we will replace the stones if they do in fact chip, scratch, fall out, or discolor. I also told him that is what we did when in fact her stones fell out. I was more than generous with the offer to remake their **** and to give them a 25% discount, gift card, and a payment plan on the matching band. I told him that unfortunately I could not do more than that. He then said that we will be hearing from his lawyer.

I went above and beyond what our policies state and was willing to work with the customer to resolve any and all issues. I unfortunately could not give the customer a free wedding band that retails for $999. My offer to give them a 25% discount, a gift card, and set up a payment plan still stands.


Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 

I have reviewed Diamond Nexus’s response to our BBB complaint, and respectfully argue that, though the dates of certain incidents are accurate, its statement about guarantees are highly misleading and completely gloss over the actual issue that my wife and I brought to its attention.

On or around January 3, 2012, I purchased the **** engagement ring with an ******* cut diamond from Diamond Nexus.  I paid $1,367.65 to have the ring made and delivered.  Additionally, the matching **** wedding band was being +sold for approximately $700.00 in January 2012.  At that time, and at all times relevant to our complaint, Diamond Nexus publically represented that its diamond “simulant is closer to the properties of a mined diamond.  As such, it will not chip, fade, or lose its brilliance over time.”  My wife and I relied on this representation when we purchased the ring.  At no time has Diamond Nexus or any of its agents, employees or representatives disputed this warranty, nor have any of them disputed that my wife’s ring has chipped, faded and lost its brilliance over time on more than one occasion.

Subsequently, within approximately a month of owning the ring, the center stone began to turn cloudy and dull, and one of the small side diamonds in the band fell out.  Because this was mid-February and my wife and I were scheduled to be married in early March, we decided to wait to have the ring repaired, re-sized and cleaned and/or polished.  After our wedding, we returned the ring to have it repaired, resized and cleaned.  Though the new small side diamond was set noticeably farther back into the band than all the other diamonds, and the size of the band was bigger than requested, we had received the repaired ring.

Then, in November of 2012, my wife noticed several additional problems with her ring.  The center stone had once again turned foggy and discolored, and a different small side stone had fallen out.  Furthermore, my wife noticed that the center stone had not one, but TWO obvious chips on it.  My wife was already somewhat angry and depressed over the continual problems with the ring, which grew exceedingly worse over time.  However, upon noticing these chips, and after experiencing numerous problems which Diamond Nexus had guaranteed would NEVER happen, she truly felt she had no choice but to work out a solution that was more in keeping with her statutory rights.

Since then, my wife and I have attempted to reach a reasonable agreement of our complaints, which, frankly, Diamond Nexus has completely failed to do.  The ***** Deceptive Trade Practices Act, Section 17.46(b) makes it actionable for a business to represent that goods or services have approval, characteristics, ingredients, etc., when the product or service does not have them.  This Act also prohibits a business from representing that goods or services are of a particular quality when, in fact, they are not.  Additionally, the Act does not tolerate violations of any express warranties, and any violation of the Act entitles the consumer to economic damages, mental anguish damages, attorney’s fees and treble damages if the violation was committed knowingly.

In this case, Diamond Nexus represented that its diamonds were of such a quality and had certain ingredients and/or characteristics that the diamonds were more like mined diamonds, when they are not.  Diamond Nexus also warrants that its diamonds “will not chip, fade or lose its brilliance over time”.  Clearly, they fade and lose their brilliance often, and chip.  In some cases, it seems they are capable of chipping multiple times.  Therefore, for Diamond Nexus to say that its diamond simulants have a “lifetime guaranty,” it is grossly misleading, deceptive and offensive.  It is not the lifetime repair guaranty that Diamond Nexus has failed to honor; it is the warranties concerning the infallibility of their diamonds that they have breached, and my wife and I believe we can show this was done intentionally.

Our damages in this case are multiple and provable.  We paid $1,367.65 for the ring.  We subsequently spent another $100.00 to have the side stone replaced and the ring re-sized.  Thus, our total economic damages are $1,467.65.  Further, my wife has suffered severe mental anguish and emotional distress.  Her engagement ring, the one she wore during our wedding that was given to her to represent our intended commitment of marriage, and the one she has an emotional attachment to, is and has been riddled with issues.  Diamond Nexus has proposed that my wife return her ring and get a brand new one – that is, a totally different ring than the one she has come to love and cherish.  For this reason, I believe my wife would be entitled to, at minimum, $500.00 to $1,000.00 in mental anguish damages.  Furthermore, we believe we can show that Diamond Nexus represents that its diamonds will never “chip, fade or lose its brilliance over time” with the intention that consumers rely upon it to purchase its faux-diamonds instead of actual diamonds.  We further believe we can show that Diamond Nexus is fully aware that its diamonds can chip and fade.  Thus, we would be entitled to treble, or punitive, damages equal to three (3) times our economic damages, in the amount of $4,402.95.  In addition, should Diamond Nexus refuse to resolve this matter amicably and the need for trial becomes eminent, we estimate that our attorney’s fees would be, at minimum, $4,000.00.  In total, Diamond Nexus is liable to us in the amount of $10,370.60 - $10,870.60, as well as all reasonable court costs and fees. 

Our initial proposed settlement was for Diamond Nexus to fix and resize my wife’s engagement ring and provide her with the matching **** wedding band at no cost to her, or, in the event that it cannot be properly repaired, that Diamond Nexus provide her with a new **** engagement ring entirely in the correct size and with the same sized center stone (2.4 carats) as well as the matching **** wedding band for free.  Because the company is required by its repair guaranty to fix the ring, the only out of pocket expenses we asked Diamond Nexus to absorb are the cost of the wedding band (originally $700.00, now $999.00), the cost of the resizing ($50.00), and any and all shipping expenses.  Thus, for less than 10% of its total legal exposure, we offered to resolve our claims.  Diamond Nexus refused and continues to refuse to acknowledge that it has breached its warranties to us, and further continues to offer us a settlement that is unreasonable and unacceptable.  The sum of the issue is that Diamond Nexus has not given us a diamond that meets the quality of diamonds it represents that it makes, and simply offering to fix or remake the ring will not unwind its deceptive practices.  Our original settlement offer will stand until we file a lawsuit. 

Thank you for your time and consideration. 

 

Regards,

***** and **** *******

Business Response: As of March 28, 2013, Mr. and Mrs. ******* and Diamond Nexus have come to a written agreement with this matter. Diamond Nexus will provide Mr. and Mrs. ******* with a new **** engagement ring in the correct size along with a free matching wedding band. 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by Diamond Nexus in reference to complaint ID *******, and find that this resolution is satisfactory to me, and is in full compliance with our arrangement.  However, please note that it has previously been agreed by both myself and Diamond Nexus that this complaint is to remain publicly active and open until both the new **** Engagement Ring and the new **** Wedding Band have been received by me.  It has also been agreed that, upon receipt of the two (2) rings, I will contact the BBB of Wisconsin to have this complaint removed in its entirety.  That said, kindly await my request before closing this complaint.

Regards,

 

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

 

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/18/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a diamond Nexus ring paid 2 day shipping on the 15th of February they said it was would be custom made in 6 to 8 business days, it is now March 6th, I have called three times, and now I just researched Diamond Nexus and found their *** is in prison for fraud. I called them today and they said they would send me an e-mail to give me tracking number, there was no e-mail, can I get my money back or can you fine them for being fraudulent. I want this company to pay. Or I want them to give me a huge discount on my purchase. Please help me out. Thank you so much for taking the time for reading my complaint. Thanks, ***** ********* and ***** ********, *********.

Desired Settlement: Receive my ring with the discount that I expect with their lying to me, many many times! Four or 5 phone calls, no results, please help me out, I truly believe in the BBB, you protect us all. Thank you so very much!!!

Business Response:

Mr. ******** placed his order on our website on February 15, 2013 at 9:54pm. Our office is closed on weekends so this order was not placed until Monday February 18, 2013. This piece of jewelry is normally listed as an 8-10 business day piece. On the day that Mr. ******** placed his order this piece was actually listed as being a 10-14 business day piece. The 10-14 business days would put the shipping time frame to be between March 1 - March 7. Business days do not include weekends as our office is closed. This piece of jewelry was shipped on March 6, 2013 at 1:52 pm. The customer received his ring on March 8, 2013 at 3:41 pm. This ring was shipped within our designated time frame. 

 

As for the accusation that *** ***** of Diamond Nexus is in jail, this would be false. Mr. ******* currently works out of our Wisconsin office on a daily basis. 

 

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

Regards,

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

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a ring for my wife at Christmas. At no time was I told that I may not obtain a refund on the purchase, upon contacting the company 12/26/12 I was then informed that my purchase was not available for a refund as the ring I purchased was a clearance ring. Upon contacting the company via live chat I then learned that if I want to return the ring I could do so, but I would have to purchase a new ring that was 50% higher than the ring that I purchased. Upon looking through the web site there was no ring that was in that price range for me. The ring that my wife and myself found would cost us another $519.00. This is wrong, if this print was placed on the site it needs to be in a bold print and at the time of purchasing their product they again need to inform the customer that this item is non refundable. I would appreciate if you could look into this complaint,as I would feel bad if another consumer had to go through this ordeal,also on the warrenty that is sent with the purchase on the back of the packing slip they state"If you are not throughly satisfied,even elated,you'r full merchandise purchase price will be quickly and cheerfully refunded" There trade up program is not in print even on the packing slip. All consumers need to beaware. Thank you Greg Goodman

Desired Settlement: A full Refund of the purchased price of $380.00 This may not sound alot to the company, but it does to me and my family.

Business Response: Order number: ****** was placed on 12/18 for SKU ********************************. Since this was a one of a kind product it has been removed from our website. However, on the product page the customer used to purchase there was a clear warning that the product was non-returnable, an example of this warning can be found here: ************************************************************************. Furthermore, the customer's receipt was clearly marked as non-returnable. We made every attempt possible to inform the customer that their product was non-returnable. Despite our efforts I will go outside of our clearly stated return policy to allow an even exchange, should the customer desire that. This will allow the customer to get a product they're satisfied with but no penalize us for our clearly stated policies. Should the customer wish to take us up on our offer, please reach out to me at: **************************** and I will facilitate the exchange. 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 this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

**** *******

i can fax the original pacing slip to whom ever needs to see what is not written on the certificate of warrenty:ie non refundable. the reciept states ******************* gypsy-10k white gold ring size5.50-6.0. there is nothind else stated. please leave a fax number so that this claim can be seen in writting, order#****** customer#******. we do want wish to exchange the ring, we just simply want our money refunded, as we were not even elated thus stated on the back of the packing slip which is to be the warrenty that is sent out with every purchase, as stated in my earlier claim, no where does it state that we can not recieve our money back according to you'r certificate of warrenty. please we are not asking for anything except our money back.

 

 

Business Response: Mr. ******* - Please send your invoice to ###-###-#### Attention: **** ******. I will review and determine what we're able to do. Thank you.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been in contact with ******** ****** about my engagement ring for the past few days. I contacted her because the ring was taking much longer to be sized than I was initially quoted. I do understand that the ring had to be re-made in the correct size. The issue I had was by quoting me the wrong time frame, I missed the opportunity to take engagement photos with my new fiance who is now deployed. If I had known the correct time frame, I would have taken photos with the ring prior to sending it in for sizing rather than missing out on the chance altogether, which is heartbreaking. Once I received the ring back yesterday, which was just over two weeks since it was received and signed for by Diamond Nexus, I noticed a stone missing. I'm sure you can understand the frustration. Not only am I newly engaged and haven't had my ring in over two weeks with people constantly asking to see it, I missed the opportunity for engagement pictures due to misrepresentation by their employee, but now a stone is missing from my ring that I have waited for. And, I must mail it back to them. And wait, once again, due to a mistake made on theirpart. I have lost faith in the 'quality assurance check' this company speaks of, as I am no jeweler and I noticed the missing stone as soon as I took the ring out of the box. I understand mistakes are made, and I was very understanding when I was quoted the wrong time frame for the sizing. However, second mistakes and missing stones are completely unacceptable. I asked to speak with a manager yesterday and I was told I would be getting a call from her first thing this morning. I have emailed her and tried to get in contact, but to no avail.

Desired Settlement: At the minimum, Diamond Nexus needs to provide the quality ring that was ordered from them. If they cannot provide this, then I would like a full and prompt refund.

Business Response: We were in the process of working with this customer when this complaint was filed. Although the ring was completely fixed and ready to ship out within one day of getting it, we allowed the customer a full refund. This has met the customer's request and should resolve this issue.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

I was, in fact, in the process of trying to get a hold of the ******** ** ****** ******* *****, at the time I filed the complaint.  When I finally did speak with her, she told me she could not approve a return because the ring was purchased over 30 days ago.  The ring shipped from Diamond Nexus December 5th.  I mailed it back out to them January 2nd and it was signed for on January 7th (2 days overlap) where it remained until I received it back January 22nd missing a stone.  I asked to speak with her supervisor, as I felt I was being short changed, and I was informed she is the top in the chain of command for Diamond Nexus.  I found it very hard to believe that she did not have the authority to complete a return when it was her sales/ manufacturing department that made the mistakes.  I asked who could approve a return and she told me the accounting department.  I was told it would take 3 business days to get a decision on whether or not my ring could be returned.  Being that I was quoted 5 business days for the initial ring sizing and it took over two weeks to get it back, i wasn't exactly sure what three "business days" would turn into. The only reason I sent the ring back in for repair was because I was lead to believe it would be more of a hassle to complete the return than to just get the ring fixed.  I was between a rock and a hard place.

I did send the ring in for repair.  That day, however, I received an email from ******** ****** asking me if ******* was able to take care of everything and she wanted to know if I was satisfied with the outcome.  I told her about the conversation and also told her I just felt stuck with the ring.  She told me I should not feel that way and if I truly wanted the return it would not be an issue.  Once I was told the return would not be an issue, I 100% pursued that option because I felt I was lied to by ******* regarding a return.  I felt as though the "Director of Sales" was more concerned about the sale and keeping the sale rather than me being truly satisfied.  I do believe she has lost her feel for customer service to the business side of the industry.  ******** ****** was most helpful in all my dealings with Diamond Nexus and was truly a pleasure to work with even amidst all the frustrations.  She took the time to explain things to me and listened to my concerns.  Not only did she represent the company well, but she also had the tact to manage this type of situation from both the business and human aspect.  A huge thank you to her.

Regards,

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

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My name is ****** ***** but when we purchased these rings, I was ****** *****. My fiancee at the time and I came in and talked to the ******* of the store at the time. This was in February 2010. There was a warranty, but as soon as the warranty was up, the stones in the rings began to get extremely cloudy. I brought my ring back on several occasions to be cleaned but this was not brought to my attention. After we were married, my husband purchased me another band to go with the engagement ring that was purchased from Diamond Nexus and that is when it was brought to our attention why the stone in the ring looked as it did. As a matter of fact, the jeweler stated that the stone looked horrible and asked me had I dropped it in a disposal or something. That was very, very embarrassing to me and made me feel as though I had been really had and taken for granted. We paid right at $2600.00 for these rings with the equivalent of glass in them. I never thought that the quality would leave so soon after we got them. I really didn't think that the quality of the rings should have dropped for many years to come, but instead the quality left almost immediately. I have not been able to figure out a way to try and get this situation solved except for small claims court and I really do not want to take that route. I just hope that we can come to some kind of resolution to this problem.

Desired Settlement: I would like to get back 2/3 of what we paid for the merchandise, which comes to $1731.70. I have come to that figure because of the fact that we have had all the stones replaced in my husband's ring with diamonds and the solitaire in my ring replaced as well with a natural radiant cut diamond. I also came to that figure because of the shear embarrassment and comments made from others in this same industry (jewelry). I think this is only fair. I hope Diamond Nexus Lab thinks so as well. The dates that are in the complaint detail are approximate because I do not remember the exact dates, and the sales person that I spoke to about the solitaire in my ring was an ******* ******** ****** at the ******* **** location.

Business Response: This customer's order number was ****** and we have no record of them contacting us with issues with their product. We offer a lifetime guarantee on all of our products that can clearly be found in this section of the website: ********************************************************************** and is included on all customer receipts. Had the customer brought the issue to our attention we would have immediately replaced the stone or corrected any damages. However, we have no records of this being requested by the customer. Since the customer states they took the products to another jeweler for work they have since voided any warranty we would normally stand by. However, should the customer have any further issues with their jewelry we will be happy to assist them. That said, we cannot offer any sort of refund or exchange, we have stood by our clearly stated policies and are not responsible for what our competition says about us. Thank you.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband ordered a lovely ring for our 5 year anniversary. Within the first thirty days we noticed it looked scratched around the top of the Diamond. I loved the ring so much I would take it off when I slept, when I washed my hands, and when I showered. We thought maybe it was just dirty. We had it cleaned and still it was showing those same markings around the edge top cut. On 9/12/12 we sent it back to get a refund because we didn't want another product from them if that is the quality they provide. I didn't hear from them until 9/28/12 (meanwhile I called twice when they had no record of it yet) in the email they said they denied the refund due to us exceeding the 30 day full refund policy. They did say we could exchange the ring for another item/s at 150% retail value. I understand there is a 30 day return policy but the warranty also states "Diamond Nexus Gemstones have all the liftime wear-ability of natural diamonds. A Diamond Nexus is forever." This is not the case in our situation. Why should we be denied a refund due to the 30 day warranty when their product dosen't live up to the warranty itself? We called and left a message for ****** ***** (******** ** *****) the same day we got the email. I never heard back so I called again on 10/08/12 and had to leave another message. I called again later that same day and spoke with ****** *****. She claimed she never got the voicemails I left her. and she said she would resubmit my request to accounting to see if they would approve the refund. I didn't hear back so I called on 10/11/12 and left a message for ******. I called again on 10/11/12 and spoke with ***** and asked her to see if there are any new notes. She said there weren't any new notes. I never heard back so I called again on 10/15/12 and spoke with ******* he said ****** was on another phone call and would call me back. I never got a call back so I called again on 10/18/12 and spoke with *****. He checked the status of my request and said I needed to talk to ******. He then said "he couldn't find her" so I gave him my number to have her call me back. ***** then said there weren't any new notes. Once again I still had no notification from Diamond Nexus so I called again on 10/22/12 to ******'s direct line and there was no answer. I decided to give her a couple more days and called again on 10/25/12 No answer so I left her a voicemail. I called back on the main line 10/25/12 and they didn't answer. I gave them even more time and still didn't receive any notification so I called on 11/13/12 No answer on ******'s direct line. I called the main line and spoke with ***** and he said he would transfor me to a manager. I spoke with ****** she said the note says "they didn't approve refund." I then asked for the accountants phone number to talk to them about the refund and she said she would have him email me. I then asked her what his name was. She refused to give me that information. My husband then spoke with ****** and she told him the ring was somewhere at their facility but they didn't know where and she agreed it is Diamond Nexus' fault for having the ring so long. (now they have had it even longer than we had the ring). She then told my husband we could exchange the ring for 150% retail cost and we would get a 50% refund due to the fact they have had the ring for so long. I called today 11/14/12 and there was no answer on ******'s direct line so I called the main line and spoke with *****. I told him that I wasn't happy but I will go by their rules and do the exchange for 150% retail value and the 50% refund. He said we could get the 50% refund and apply it to the exchange and we would have to cover the difference. I said no the original email on 09/28/12 stated "If you are interested in upgrading, we would be glad to exchange the item/s for another item/s one and a half times the original retail price. This may include exchanging for a single new item, multiple items, or upgrading the metal on the existing item." this contradicts what ***** was explaining and also we were told by ****** we could get 50% refund ontop of the 150% exchange. I then told him I needed to speak with ****** to get this figured out. I was then transfered to ****** and there was no answer. I am sorry for such a long message but this is what I have been dealing with. Please help in any way can. Thank you!

Desired Settlement: I would like a full refund for the original price of the Diamond nexus ring of $837.25. or 150% upgrade AND 50% refund of the original purchase of $837.25 Thank you!

Business Response: First off, I want to apologize to the customer for what appear to be a long and frustrating exchange with us. At this point it appears the 50% refund was issued to the customer and the ring was returned to the customer. Should the customer want to return the ring I will allow them the full refund. The customer can also send the rings back to be repaired (since we do stand behind our stone performance) and keep the 50% refund. Finally, the customer can do an even exchange or higher (they will have to pay the difference above the original price but I'll waive the 150% minimum). This should have been a simple repair of a damaged stone so we will go outside of our normal return policy to help the customer in any way we can. Once they have made their decision please email me at: **************************** and I will oversee their wishes. Thank you.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/13/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When I dropped my ring off (an *******) during the first 30 days period for re-sizing I was concerned that I wasn't sizing it down far enough. I was told not to worry too much about it because it can always be sized again, although I would have to pay for it the second time. Using this information, I decided to stay at a size 5. After wearing the ring for about a month I decided that the 5 was really too big and should have gone with the smaller size, so I brought it back. I dropped it off saying I wanted it re-sized, and again I was told that was possible. The ring was sent out and then a few days later I got an email that said, "This style of ring cannot be re-sized. Have a great day!" I called the store and the ******* said, sorry there is nothing we can do for you. I called the ***** ******** as well as submitted an email through the website, and no one even bothered to contact me. So now I am stuck with this ring, for the next several decades if not the rest of my life, which is too big for me. And I am in this situation because of the WRONG information that I was repeatedly given by YOUR sales staff. Information that I relied upon when making my sizing decision. Had I been told, as I should have been, when I first brought it in to be sure this is the size you want because this style cannot be resized, then I would not be sending this email, and I would have chosen the smaller size. However, I used your sizing rings at the store, and was REPEATEDLY told by the sales staff that my ring could be re-sized. If I had been told from the beginning that the ring could not be re-sized, and I decided on the wrong size I would accept that. This is not the case. I relied on information provided to me by my only source of information, the (apparently uninformed) sales staff. I didn’t even get a warning such as: it’s possible they can’t re-size the ring due to the detail on the sides. I got nothing but assurances that the ring could be re-sized until it was already in the lab.

Desired Settlement: I would like it if the ring could be exchagned for the proper size, even though I don't like the idea of dealing with them again. I would like a refund for a portion of the ring purchase, however, they can be assured that I will never be back.

Business Response: We have been working with Ms. ******* since June 19th to try to make sure she was happy with her ring. After she received her ring on the 19th she didn't come back to the store for over a month to ask about her options for sizing. Although she was outside of the 30 day warranty we agreed to size the ring or add bishop bumps if desired. She received her new ring on 8/5 and indicated to the sales person that she was happy with the adjustment.

On October 10th of this year the customer came back and again wanted the ring sized. Our jewelers inspected the ring and determined that we would not be able to size the ring any further due to the ring design. We did offer to add bishop bumps but the customer did not desire this. At this point we feel we have gone above and beyond our stated policies in order to assist this customer.

That said, we would like to offer Ms. ******* an even exchange for a smaller sized ring if she desires. We do request that she comes into the store for a fitting though to make sure she receives the proper size. This same fitting was offered to her on 10/10 but turned down.  If we are able to get her exact size we can exchange her ring for a new one and she should have no further issues. However, because we have already gone far beyond our stated policy, we do not feel it necessary to offer additional compensation.

Should the customer wish to exchange her ring she can contact me at **************************** and he will ensure the exchange happens as quickly as possible.

Thank you,

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

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

I have already meet with the people at the store and we are working together.  Thank you for your help, no one would have returned my calls without this.

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

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/16/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been a DNL customer since June 2008, and for the past several years, I have purchased numerous jewelry pieces via internet/website. It wasn't until Jan 2012, that I truly/noticed/examined my DNL stones with a jewelers' loupe that I noticed the damages/chips to many of my pieces. I have spoken to ******** ****** in regards to the damage personally. And the items were returned/shipped back to DNL for stone replacement. According to Ms. ******, she inspected my items but did not find any damage. I found this extremely interesting, since I did take photograph of the surfaces of the rings prior to shipment. Items were mailed back to me for what seem like weeks. My anger/disappointment did not start until I found my most recent purchase of only 3 months, (******* $1,597.15 order # ******) had similar damage. This was when I spoke to ******** again in regards to the the quality of DNL stones. She had offer to to replace the center stone in the *******.. But what is the use, if DNL was going to replace the damage stones w/ similar poor quality/performing stone that could/would not handle normal daily wear ??? I took my frustration to DNL ******** fan page w/ my experiences.. My comments got the attention of other DNL employees & ***** ****** offered to refund my money back (3/19/2012). With so many of my DNL pieces affected w/ stone damages, I requested full Independent Lab Test reports from DNL.. the 5 partial reports that they posted on their website.. unable to get the entire reports, I ordered/paid for a "Loose Certified Round stone" to be purchased/tested by an Independent Lab Test... The cost of the lab was $693 (paid by me on 4/27/2012) There was rumors running around the web about DNL stones being Cubic(s).. but w/o lab testing, I was unable to be certain. All I knew was that my rings & pendants were showing damage/chips on the stones within a short period of normal wear. This was something that DNL website promises their stones/products would never do. The independent lab results testing DNL loose stone confirmed that the stone received by Dr. ******* ******** was indeed "cubic zirconia". You can only imagine my disappointment & anger over DNL false advertisement stating "Our Diamond Nexus simulant is different from a CZ in four key ways: weight, hardness, coating, and chemical composition. These differences result in a superior Diamond Nexus simulant with qualities much closer to that of a mined diamond." DNL used to be a company I raved about their customer service & products. The proof is the many pieces I purchased over the years, some are not included in the refund requests because they were given as gifts.

Desired Settlement: My desired outcome would be: - DNL to be truthful about the products that they are selling - refund my full price merchandises 1) Traditional Sparkle $845 - Order # ****** 8/8/2008 2) Traditional Sparkle matching band $270 - Order# ****** 6/26/2008 3) 6.84 CT round stones $225 - Order # ****** 8/20/2008 4) Venus pendant $199 - Oder # ****** 11/13/2008 5) Chantilly Lace bracelet $900 6) Honeymoon ring $1,359.15 - Order # ****** 11/30/2010 7) Bourbon Street earrings $314.10 - Order # ****** 4/28/2011 (a micro stone is missing from setting in which DNL forgot to replace on 1/16/2012 order # ******) 8) Milestone pendant $25 - Order # ****** 9/30/2011 9) Pathways pendant $50 - Order # ****** 10/12/2011 10) Caramia ring $1,597.15 - Order # ****** - 12/31/2011 11) Traditional Sparkle matching band $245 - Order #****** 8/2008 (this item was canceled & balance still remains) With the soaring prices of "Gold", even with a full refund of the above merchandises ($6,029.30).. it would hardly come close to replacing them with today's prices using DNL current pricing of approx $8,900 and that doesn't even take in account of the cost of the lab test of $693. I would like a refund of my DNL merchandises at today's prices & the reimbursement of the Lab fees $9,593. It is hard to believe that I can be the only one experiencing these problems & issues w/ DNL. I believe they are taking advantage of the unknowing public at large. It is unlikely that anyone would pay/prove what they are selling isn't what they clam to be w/o actual scientific testing.. which is very unlikely that the average customer has the access to do. I was going to go further & pay for a HARDNESS testing of a DNL stone w/ a different lab.. but having already $6k+ invested in DNL, it was hard to justify the additional expense that I may never recoup. I have correspondences between DNL & myself if you need to review, along w/ my independent lab test results, pictures of the damages to the DNL stones w/ normal wear.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

As per DN website/claims that their stones were not "CUBIC", and at the time that DN offered their refund, I was in the process of requesting my own independent lab tests.  The lab purchased the DN stone & the test concluded that the stone was definitely "CUBIC". 

As a customer, I do not have the ability to confirm nor deny the true identity/composition of DN stones.  I leave that to the experts.  Though, I have acquired additional cost of the lab/stone purchase, that amount was not included in this complaint.

DN may stand behind their life-time DN policy in regards to damages to the stones..  but they are to replace the damaged stones w/ the same type/quality, what is the purpose/good of that?

I did not accept the refund earlier from DN, because I was searching for the "truth" behind all my DN issues. Now that I have the truth/reasons behind the poor performances of DN stones, I would like to put this chapter behind me & have DN reimburse me for my jewelry expenses.  With all the problems I have had w/ my DN pieces, I doubt that I am alone.


Regards,

***** *****

 

Business Response: Ms. ***** is requesting a full refund on the basis that we were dishonest in our advertising and this is simply not true. We have numerous independent tests of our products that can be found here: **********************************************************************. Her only piece of evidence is from an uncredited laboratory that has associations with one of our direct competitors. We have made numerous attempts to work with Ms. ***** but her assertions simply are not true and do not warrant a full refund of her products. Should she have any performance issues with her stones though we will be happy to honor our guarantee and ensure her products are maintained. This is in keeping with all claims made on our website and elsewhere.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/9/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: After much consideration, my husband and I purchased a wedding set from Diamond Nexus' website. We carefully read over all of their material, which claims that they are man-made diamonds and NOT CZ's. I've been very unsatisfied with the quality of the rings that I received. The "diamond" was so cloudy that I had to send it back for replacement. I finally decided to sell it and took it to a local jeweler who I know well. They tested the stones and confirmed to us that they were, in fact, CZ's. I feel that I am a victim of fraud and was mislead by Diamond Nexus into believing that their product was a man-made stone and clearly not a CZ. My husband had multiple phone conversations with Diamond Nexus before purchasing and was assured by several different representatives that their product was a man-made diamond and in no way, shape or form a CZ.

Desired Settlement: I would like a full refund of the amount that I have paid (original cost of the rings as well as stone replacement). The total is: $1652.60

Consumer Response: Thank you ********, and yes, it has been resolved.   On Apr 5, 2012, at 2:57 PM, ******** ******** wrote:

Good afternoon
 Sorry for no one getting back to you.   Once complaint has been filed we cant delete.    I can close resolved.. Please let me know if matter has been resolved  Thank you******** From: ******* **********
Sent: Thursday, April 05, 2012 2:47 PM
To: ******** ********
Subject: FW: You have a new message from the BBB of Wisconsin Complaint ******* Thank you, ******* ********** | Complaint Supervisor Tel: ###-###-####Fax:###-###-####Email: ***************************** ***.***.*** | Start With Trust Wisconsin BBB10101 W. Greenfield AveSuite 125Milwaukee, WI  53214 <************> From:***** ***** [mailto:*******************] 
Sent: Thursday, April 05, 2012 2:13 PM
To: Complaints; Info
Subject: Re: You have a new message from the BBB of Wisconsin This is my second email asking for help in canceling my complaint. Can anyone assist me with this? I can't find anything online that will let me cancel the complaint on my own.

Thanks,
*****

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/7/2012 Problems with Product/Service | Complaint Details Unavailable
1/31/2012 Problems with Product/Service | Complaint Details Unavailable
1/17/2012 Problems with Product/Service | Complaint Details Unavailable
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