Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought some earrings early May. Never recieved an update until I reached out. Was told one more week, then never got an update. Reached out again and was told to either wait longer or pick a different design. All of the designs could be found on ****** for way cheaper than what I paid.I will be receiving a refund, so it is technically resolved. Take this as a buyer beware.

  Business Response

  Date: 06/30/2025

  Thank you for bringing this to our attention. We understand the customer's frustration and sincerely apologize for the inconvenience and communication issues they experienced. The order has been canceled and fully refunded.

  We would like to take this opportunity to explain our process for the benefit of other buyers and clarify a few points regarding our products.
  
  We specialize in crafting high-quality, unique jewelry pieces. Most of our creations are made-to-order, a meticulous process involving personalized CAD designs, custom molds, and custom-cut stones. While simple or ready-to-ship items don't require this custom process, every piece reflects our commitment to craftsmanship.
  

  As stated on our FAQ and Shipping Policy, we offer two main types of pieces:

  Custom-Made Pieces: These are primarily our exclusive, original, and trademarked designs. This category also includes other popular items that are customized from scratch to your specifications.
  Regular Pieces: These are popular, pre-made designs that are ideal for personalization. We maintain a limited inventory to focus on our custom offerings and ensure the highest standards of quality.
  

  While you might find similar items elsewhere, which is common for simpler jewelry, we can only speak for the quality of our products and the high standards of what we sell. We proudly back all regular pieces purchased without personalization with a 30-day guarantee, so you can shop with confidence.

  Platforms like ****** offer a huge variety of products, including jewelry at a very competitive prices but the quality can vary. Just like other sites often sell similar items for even less, but keep in mind that the quality is typically not the same. If a cheaper item on another platform meets your needs, we encourage you to shop there. 
  
  In addition, beyond our collections, every purchase includes comprehensive services that distinguish us from other jewelers:
  Free personalization on all pieces
  Up to 3 months of complimentary professional service
  Free one-year warranty
  Lifetime diamond service

  We cover the significant costs of these benefits to ensure your lasting satisfaction and peace of mind. We take all our customer's feedback seriously and use them to improve our process and ensure our team providesan excellent service. Thank you for your time!

• Initial Complaint

  Date:05/12/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of purchase: April 17, 2025. Order# ********* I have made several attempts to email the company regarding the status of my order. The company has yet to respond, and has not delivered the merchandise that I paid for. If this company cannot deliver the item that I paid for, I wish to be reimbursed. Thank you.

  Business Response

  Date: 05/13/2025

  Black Diamonds - New York is responding to the concerns raised in the recent Better Business Bureau complaint regarding a custom earrings order.

  We want to assure the customer that their order is being processed as a custom-made piece, which, as stated on our website and during the ordering process, requires a production timeframe of up to 20 business days to craft. This timeframe allows our skilled jewelers to meticulously create each unique item to our high-quality standards.

  We understand the customer's anticipation in receiving their order. We also want to acknowledge that the period leading up to Mother's Day was exceptionally busy time for our small team, resulting in a significant increase in inquiries and orders. While we strive to respond to all customers as quickly as possible, this high volume has, unfortunately, led to some delays in our response times. We want to be transparent about our current workload, not offer it as an excuse, but to provide context for any perceived lack of immediate communication.

  We are pleased to report that the customer's custom earrings have now shipped. The tracking number for their order has been sent to the email address associated with their account.
  

  We appreciate the customer's understanding regarding the production time required for custom jewelry and the challenges our team has faced during this peak season. We are committed to delivering high-quality, handcrafted pieces and ensuring customer satisfaction.

  -
  ********************************************* - New York Team

  Customer Answer

  Date: 05/16/2025

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

  [Your Answer Here]

   I am in agreement that the business provided me with a tracking number as follows. **** Tracking ******************************. The tracking number has been on pre shipment status for days. The postal service is still not in possession of the item. I understand that with the holiday, there was an influx of orders, however, I would like to know when the company will make an attempt to submit my package to the postal service. 

   

   

   

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

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

  Business Response

  Date: 05/22/2025

  We're sorry to hear that our previous response regarding the customer's order's production timeline was unsatisfactory. We understand there may have been some confusion.

  We want to assure you that your package was delivered on May 19th to the customer's address in *********. You can verify this delivery and track its journey using the following link through USPS: **********************************************************************************************
  
  For your reference, we also sent you an email containing this tracking information on May 13th.

  We're not sure why the customer found our response unsatisfactory, as the primary concern seemed to be the delivery timeline, and the package has indeed been delivered. If she have any other issues with her package or the item she received, we strongly encourage her to reach out to us directly. We're happy to help resolve any concerns she may have.

  Thank you.

  Sincerely,

  Black Diamonds- New York Team

  Customer Answer

  Date: 05/23/2025

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

• Initial Complaint

  Date:05/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We paid for a 2Ct diamond sunflower ring in size 9 March 19, 2025 for $420.00. What we received April 7th was a 'diamond like' 1ct ring in size 5.I immediately tried to reach out to them. I found that the only way I could reach them was through email. I explained that the ring was the wrong size. I didn't realize the ring wasn't a real diamond until I examined it more. They told me to do several things to show them it was the wrong size which included pictures of the ring and me measuring my finger in pictures. I sent them everything they asked for. I didn't hear back from them. So I reached out again through email. This time I inquired about it being a real diamond. That's when I was told it was 'diamond like'. More days went by. They advertised on their website a 30-day money-back guarantee so I did not want to let them keep delaying until that window had closed. So I reached out again, pressing them for a solution. They then responded by telling me they would give me $25 to keep the ring or that I could exchange it. I asked for my money back. I told them they were false advertising a real diamond ring and it wasn't. I no longer wanted to do business with them.I didn't hear anything for a week or so. My husband also reached out to them and we were getting no response. I sent another email explaining that I felt like they were trying to scam us and not honoring what they were advertising on their website. This time someone named ***** from management responded. He told me to return the ring *** and that they would refund our money. I returned the ring *** The same day, got a mail receipt and sent them pictures of the mail receipt and the package that we had mailed. It's been 2 weeks and we still have not heard from anyone or received the refund. We are not getting a response from anyone. We got married with a very modest ring and this was supposed to be our 5-year anniversary present. We would appreciate any help at all with getting our money back.

  Business Response

  Date: 05/09/2025

  Black Diamonds - ************* has carefully reviewed the customer's complaint. We would like to clarify the following:

  On May 2nd, 2025, a full refund was issued to the original purchaser. Confirmation of this refund was sent to the email address on file, and *** ****** ***** was also notified. Additionally, a $40 complimentary store credit was provided.

  Our return process is designed to offer customers flexibility. We provide options for a full refund, exchange, or keeping the item with a partial refund, allowing the customer to choose the solution that best suits their needs. In this case, the customer elected for a full refund, and the corresponding instructions were provided. As outlined on our website and in our customer communications, refunds are processed upon receipt and successful inspection of the returned item.

  We have addressed the customer's concerns directly prior to her complaint on BBB. The specifications of the purchased product, along with our 30-day money-back guarantee, are detailed on our website. We are committed to transparency in our product listings and strive to provide comprehensive information to assist customers in making informed decisions. The customer was not denied of a full refund.

  The jewelry shipped with a certificate specifying the stone type. Given that many of our ring designs are offered with a variety of stone options, it is our standard practice to provide detailed specifications within the product description rather than listing every possible stone in the title. We encourage all shoppers to carefully review the full product description before making a purchase to ensure they are aware of the exact specifications of the item they are buying. For the specific ring purchased, while natural diamond versions are in stock and detailed on our website, the default center stone is a 2ct moissanite, which is clearly stated in the product description.

  We sincerely regret if the product description was not fully reviewed prior to purchase.

  As a small family business, we highly value our customers and aim to provide thorough information online to ensure a positive and informed shopping experience.

  While we are always available to answer questions and work towards a resolution, we believe respectful communication is key. We remain committed to addressing the customer's concerns constructively.

  Thank you for the opportunity to clarify this matter.

  Sincerely,
  Black Diamonds - ********

• Initial Complaint

  Date:04/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cant express how disappointed I am in the **************** regarding your products. My fianc bought me this beautiful ring, which I received just after Christmas and within three months the main stone falls out! Now mind you I live on a farm.I get dressed up and go out about maybe once every 2 to 3 weeks.I dont wear any jewelry when Im at home and when Im working. That was a special occasion ring, so that will give you an idea about how many times I actually wore it.I should not have to pay you then one red cent to fix or replace a ring that obviously was lacking quality craftsmanship!I have ever owned a piece of jewelry where the stone fell out within three months. Ive had costume jewelry last longer!I will not be moving forward to get this ring fixed or replaced because you are expecting me to pay you $130! This is just not fair and its bad business!This is just not going to happen! What I will do, is let everyone know exactly what to expect when they buy jewelry from you.Thank you,****** *******

  Business Response

  Date: 05/02/2025

  Thank you for sharing your feedback, ******. We sincerely apologize that you experienced this issue with your ring and for the disappointment you've felt with our service. We understand your frustration, especially with such a meaningful piece of jewelry.
  
  We want to clarify our repair policy regarding missing stones. If you still have the 1.5-carat heart-cut stone and the other missing stone that fell out, we would be happy to repair your ring free of charge under the terms of our service.
  
  However, if the stones are indeed lost, the process would involve special cutting and setting new stones to match the original design. This specialized service, along with the round-trip insured shipping, would incur a fee of $90 for the stones and $40 for the shipping and insurance. This charge directly reflects the cost of the new materials and ensuring the safe handling of your ring.
  
  We do offer free replacement within 30 days for defects and cover minor wear and tear for up to 3 months. While we stand by the quality of our craftsmanship with a 1-year warranty, accidental damage and loss of stones due to unforeseen circumstances are not covered under its terms, as these occurrences are often related to factors beyond our control regarding the care and wear of the jewelry.
  
  We have established our service policies, including the timeframe for free replacement, to ensure we can continue to offer high-quality, personalized jewelry while maintaining fair practices for all our valued customers.
  
  We truly want to help you resolve this. Please double-check if you happen to have the missing stones. If so, we encourage you to ship your ring to us, and we will gladly take care of the repair at no cost to you. Please contact us directly so we can provide you with the necessary shipping instructions.
  
  We value your business and hope to find a resolution that works for you. Please contact us so we can discuss this further.

• Initial Complaint

  Date:04/14/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1.0 ct vvs1 blue diamond engagement ring. This ring is moissanite not diamond as stated in the description

  Business Response

  Date: 05/02/2025

  Thank you for bringing this to our attention. We see that this order was placed in October 2024, and we want to remind you that our 30-day Moneyback Guarantee, which allows for returns and exchanges, has since expired. While we are always happy to address concerns and clarify any issues, we are only now receiving this feedback.

  
  We want to address the customer's concerns about our product listing. The ring she purchased is in stock in natural diamonds and other natural stones. The inclusion of "diamonds" in the title reflects the various gemstone options we offer for this particular design. However, the default option available for direct purchase on our website is set with moissanite. This information is detailed within the product description, which is accessible to all our customers to help them make an informed decision before purchasing.

  
  We sincerely apologize if this information was not reviewed prior to her purchase, leading to this misunderstanding. Please accept our apologies for any confusion this may have caused. 

• Initial Complaint

  Date:03/20/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase to this company and requested a refund but the company refuse to send the ** for me to send the items back.

  Business Response

  Date: 04/03/2025

  We would like to confirm that the customer has been refunded. We also want to clarify the following we never refused to provide an RMA nor denied the customer's return request, even though the order was custom-made.

  Our team has consistently responded to all of the customer's emails.Therefore, we are unclear as to the nature of the complaint expressed here. We strive to provide excellent customer service and are committed to resolving any issues promptly and fairly. If there are any further details or concerns we can address, we encourage the customer to contact us directly. Thanks!

  Customer Answer

  Date: 04/04/2025

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

• Initial Complaint

  Date:01/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought several items from this store online. I did not like one of the rings I purchased and contacted them for an exchange. I emailed several times, called, with no response. Finally, someone emailed me back and I ******* the item back per the email insturctions. **** was in 09/20/2024. Then I got no response, despite sending many emails and phone calls again. I finally filed a dispute on my credit card and got a response. This customer services was AWFUL. And if I had not be deligent in staying on top of this I would have lost $750.

  Business Response

  Date: 01/04/2025

  ISSUE: Customer returned her package but we could not locate it. We asked her to provide tracking # but we did not receive a response.
  SOLUTION: We are happy to issue a refund but she filed a chargeback.
  
  We understand *********s frustration with the missing return and the lack of refund, and we sincerely apologize for any inconvenience this has caused.
  
  As part of our return policy, we process refunds once the returned package is received and inspected. Unfortunately, we were unable to locate *********s returned package, as we didn't receive the tracking information needed to track its delivery to our facility.
  
  We reached out to ******** on September 24, 2024, to request the tracking information, but we didn't receive a response until November 26, 2024 threatening us to write on BBB. We understand that this lack of communication may have added to her frustration. 
  
  Despite the challenges in locating the returned package, we're committed to 100% customer satisfaction and are happy to issue a full refund to ********.
  
  However, since ******** filed a chargeback, her bank is currently holding the funds. To expedite the refund process, we kindly request that she contact her bank to close the chargeback. Once the chargeback is closed, we'll be able to issue her refund immediately.
  
  We appreciate *********s understanding and cooperation in resolving this matter. We value her business and want to ensure she has a positive experience with us, even under these circumstances.
  
  

• Initial Complaint

  Date:06/06/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ring from them, my order number was ********* This ring was the wrong size, and when I sent an email asking for either a resize or an exchange, they never responded to me. I reached out multiple times for assistance over the past few months, and I never got a single email.

  Business Response

  Date: 06/26/2024

  Hi,

  Thank you for bringing this matter to our attention. We take customer satisfaction very seriously and appreciate the opportunity to address this concern. We understand there has been some miscommunication regarding ***'s order. The customer contacted us on Jan 16, 2024 requesting a modification to her order. We responded on the following business day, Jan 17th, with her request confirmation.

  We received further inquiries from the customer regarding resizing on Jan 31st, May 17th and May 29th. In all three instances, we replied the same day with clear resizing instructions (documents attached for reference).

  On the three dates mentioned above, the customer expressed frustration at not receiving a responses. We responded immediately, resending the resizing instructions and a screenshot of our previous emails to ensure clarity (documents attached).

  All emails were responded to promptly and professionally. While we acknowledge the possibility of emails being filtered to spam, we would have liked the opportunity to troubleshoot the issue directly with the customer.
  

  We remain committed to providing excellent customer service and a satisfying resolution. As per our return and exchange policy (**********************************************************) the customer is welcome to contact us directly to discuss a replacement/exchange within the allowed return window or discuss other solutions. We will be happy to provide an aftercare service as well. 

  We are confident that clear communication can resolve this issue. Please feel free to reach out directly if you require any additional information.
  

  Below is the timeline of our email correspondence with the customer:

  Jan 15, 2024: Customer placed the order

  Jan 16, 2024: Customer reached out for order modification

  Jan 17, 2024: We responded to her email the next business day

  Jan 31, 2024: Customer reached out regarding resizing

  Jan 31, 2024: We responded the same day with resizing instructions (see attached document as proof)

  May 17, 2024: Customer was complaining she did not receive any response

  May 17, 2024: We responded to the customer the same day and resent the instructions

  May 29, 2024: Customer emailed again asking for instructions and threatened us to write a complaint on BBB

  May 29, 2024: We responded again the same day with the resizing instructions and also sent a screenshot of our previous emails

  June 6, 2024: Customer filed a complaint on ********************

  Our record shows that all our customer's emails have been responded with no delay. She was provided with an excellent customer service and a resolution to her issue. We are not sure how she missed all our responses because we are sending replies to the same email she emailed us from. To answer this complaint, we have provided solution to the customer.

  We're happy to help. Thank you.

  -Black Diamonds New York Team

  Customer Answer

  Date: 06/29/2024

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

  [Your Answer Here]

  These emails never made it to my inbox OR my spam folder. I reached out multiple times and these emails never reached my inbox or my spam. I dont know if something is broken with the server or if you have my email spelled incorrectly, but I dont see the spelling of my email address in this, but my email address is ********************* I waited fervently for these emails, considering what I spent on this ring, and I would have immediately responded if I received them. None of these solve my issue, and I was looking forward to ordering again, and I still want to, but at this rate, if youre unable to exchange, I just want my money back.

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

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

  Business Response

  Date: 07/10/2024

  Hi ***,
  
  We have been responding to your original email sent through ********************* I am not sure why you aren't receiving them but we have proof that we've been responding to every one of your emails.
  
  We understand you'd like to return the rings. Unfortunately, our 30-Day Moneyback Guarantee applies to regular orders within 30 days of receipt. You placed the order on January 15, 2024 and received it on January 31, 2024. It is now July 10, 2024, it falls outside this window.
  
  We also see that the rings were custom-made. You had our team customize the center stone and requested to have it made in size 5.5 US. We handcrafted and personalized your rings as per your instructions which make them not eligible for return or exchange due to customizations.
  
  Although this complaint is not our fault and may create a sting trying to grow our small family business, it won't stop our commitment to make sure you're satisfied. We are happy to offer aftercare services including resizing. If you'd like to discuss resizing options, please don't hesitate to contact our team directly.
  
  Thank you.
  
  -v/r
  Black Diamonds- New York Team
  

• Initial Complaint

  Date:05/22/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a ring through them last week and it hasnt shipped yet. I found a listing for the exact same ring with the exact same photographs on **** today from a different seller for $600 less than they price it at. We got it on sale and are being ripped off $110 dollars. Additionally, the ring is not what they advertise. They list it as 4ct sapphire on 14ct white gold. Its actually on sterling silver, not white gold. The photos used in the two listings are identical. This business is a scam. We contacted them to cancel and they havent replied. They did, however, tell us not to dispute the charge and stated they charge a fee for cancellations and returns. Blatant scam. Buyer beware.

  Business Response

  Date: 06/05/2024

  Hi, we can confirm that this person did not buy from Black Diamonds- ********. There is no order found under her name or email address. Please check the photos she attached showing a different store. 

  This complaint is misleading. Please review and take it down! Thank you.

  Customer Answer

  Date: 06/05/2024

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

  [Your Answer Here]

  They are the same business. Please see the attached images showing a shared name and business address between the online shop we purchased from and this business. The order was placed under my boyfriends name and Ive already been in communication with their staff. After much arguing and threats of legal action, they gave us a partial refund. However, that does not change the fact that the business is fraudulent. They are reselling products advertised as handcrafted fine jewelry for a markup of hundreds or thousands of dollars, while simultaneously misrepresenting the quality of those items. For example we ordered a white gold and lab sapphire ring priced at $690 that was supposedly handmade by their jewelers but received a silver and cubic zirconia ring with a loose stone that they got off ***** When customers complain of the poor quality the only resolution they provide is to return the product for a 35% restocking fee plus additional charges they add on at their discretion. This return policy is on their website. So if somebody orders a $3000 ring and then is unhappy with the quality the only option they have is to return the ring and pay over $1000 for the return. That is a scam and is unethical. Attached as well are additional images showing details of the bad photoshop cut out job they did with the photos they stole off *****

   

   

   

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

  
  Sincerely,
  
  *** *
  
  
  
  
   
  

  Business Response

  Date: 06/20/2024

  We're sorry to hear *** * encountered an issue with a recent jewelry purchase. Since her purchase wasn't made at Black Diamonds-********, we can't access the details of her order or offer any specific comments, but we recommend reaching out directly to the store where she made the purchase.
  
  We understand the importance of fair reviews. While anyone can file a complaint on BBB, we expect a fair chance to defend our brand that we work so hard to build everyday. We are a small family business and we strive to earn positive feedback through exceptional service. We kindly ask that reviews on our BBB page reflect experiences with Black Diamonds-******** only.
  
  To ensure we can best assist you, please remember we can only address concerns related to purchases directly made at our store. We value all feedback, both positive and negative. If you have any concerns about our brand or products, please don't hesitate to email us or the owner directly. We're always happy to help!  Thank you for your understanding.

  Customer Answer

  Date: 09/17/2024

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

   

  They are attempting to deceive the BBB and its readers by claiming that their business is not related to the secondary online shop used to scam consumers, when in fact that online shop operates under the same name and address as them and is blatantly theirs.

   

   

   

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

  
  Sincerely,
  
  *** *
  
  
  
  
   
  

• Initial Complaint

  Date:05/07/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed an order and after the delivery window period came and went several weeks ago I have not heard from the company after repeated attempts to get an update on the order. Nonexistent customer service. Not sure if the business is legit or a scam.