ComplaintsforBlue Nile Inc

• Initial Complaint

  04/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order number: **********. Dated Placed: 3/22/2024. When I placed the order, the estimated shipping date was 4/3, but it was then delayed to 4/5. When I contacted the customer support on 4/5, I was told that the estimated shipping date is again delayed to 4/8. I have planned my proposal on 4/10 morning and Must receive the ring on 4/9. If I cannot receive the ring on 4/9, I am forced to buy a ring locally and CANCEL this order for full refund. I heard that BBB complain is a good way to have staff look at my order. I am filing the complaint to escalate this issue and to ensure that my order will be shipped on 4/8. I also want to request for Overnight shipping to ensure the delivery on 4/9. Please Please Please make sure the order ********** will be shipped on 4/8 and delivered on 4/9. I do not want Blue Nile's delay to negatively affect my proposal. Thank you.Zechen

  

  Business response

  04/08/2024

  Thank you for alerting Blue Nile to this matter. Details on my end indicate the order is on track for outbound shipping today. We will work with the customer to keep him informed throughout the progress. Last date of contact is 4/8/2024 

• Initial Complaint

  04/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a diamond and setting from Blue Nile on 03/23/2024 for a scheduled delivery date of 04/08/2024. On 03/27/2024, Blue Nile offered 25% off on settings (French Pav Diamond Engagement Ring In 14k White **** (1/4 **. Tw.) - $1,470) now $1,102 on sale. I called into customer service on 03/27/2024 and was promised a credit of $368. Blue Nile provided no email confirming the credit after the call. After not receiving the credit or email confirming the adjustment, I've called in twice and emailed to follow up and request the credit I was promised. I do a lot of business online and It doesn't take anyone a week or more to process a credit to customers credit card.Its clear from other BBB complaints Blue Nile has had persistent issues with issuing credit. Blue Nile has had more than a week, and I expect my credit processed ASAP. If I don't see my credit by close of business 04/05/2024, I will escalate my complaint to the State Attorney General. Its clear from the recent BBB complains that my situation is not isolated.

  

  Business response

  04/05/2024

  Thank you for alerting Blue Nile of this. Details on my indicate an adjustment to the customers recent purchase order, along with an email confirming this adjustment dated for 4/4/2024 at 12:07 PM PST. The funds have been released on Blue Niles end and have no control over the timing of your financial institution reflecting this on your end. We hope this is good news and we thank you for being a part of Blue Nile. 

• Initial Complaint

  03/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a diamond from Blue Nile in December. Then I purchased the setting the following month. In order to have the diamond set I would have to return the diamond Toto Blue Nile. I was told it would vm e sent out next day well ************************************* the showroom and had not been sent back for setting. It is impossible to speak with a manager and cant get a date of when I will receive it. We are going on vacation on 3/15 and I was going to propose and BN has most likely destroyed this plan. BN is great when you are purchasing but after that they are **** They told me they have way to track anything and there is no internal communication.

  

  Business response

  03/13/2024

  Details on my end indicate the customers order was successfully shipped, delivered and received as of 3/1/2024 well before his travels quoted for 3/15. Last date of official contact was 2/29/2024 at 1:43pm PST

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a wedding band for my husband to be from Blue Nile in December of 2023. The ring arrived in January and was too small, so I returned it for a resizing. I was informed this would take 4-6 weeks. We received no communication for over a month. I called and was told that the ring was finished being resized, and should be shipping out within two weeks. Two weeks later, we have no ring, no response from Blue Nile, and no shipment date. I called again, as we are now 8+ weeks into the promised 4-6 week turnaround time, and I was told that they would reach out to the vendor and email me an approximate ship date. We received zero communication. I called again, and was told this time that the order needs to be updated from a resize to an exchange, and it never was, and I could either wait until someone decides to send my husbands ring, or spend the money out of pocket to buy ANOTHER ring and wait 5+ weeks for a refund. Are you joking???? They lied about resizing it, they lied about the work that was being done to it, they actually never touched the ring. They lied about the ship dates, they lied about the work being completed. Is this ring even real metal, or is that a lie too? The wedding is approaching faster and faster and my husband STILL HAS NO RING. And we still have NO ANSWERS on when or if theyre ever going to ship it. And Im out about $1000. My ideal resolution? Give me a refund today, right now, not in two months, and ship me a new ring in the correct size (12.5), TODAY, RIGHT NOW, since everything that this business guarantees is absolute fraud and lies, and a waste of MONTHS AND MONTHS of my time. I shouldve read these reviews before ever placing an order here. So much stress, and for what? No ring.

  

  Business response

  03/08/2024

  Thank you so much for alerting Blue Nile to this. Details on my end indicate we are on track for fulfillment and anticipate a ship date of 3/11/2024 barring any unforeseen delays. The representative you are working with, will continue to keep you updated.

  Customer response

  03/12/2024

   
  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. Please note action was ONLY taken by the business AFTER I had to file a BBB complaint. It is unfortunate the lengths that I have had to go to in order to get a response from this business, and I will not be purchasing anything else from this business in the future. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order ********** was returned and delivered on 1/29. After multiple contact I still have not received a refund. This company ghastly effectively stolen over $7k from me

  

  Business response

  03/04/2024

  We will reach out to the customer to create pathway for communication and work towards a satisfactory solution and some solid answers. 

  Customer response

  03/04/2024

   
  Complaint: 21373642
  
  I am rejecting this response because:
  
  There is still no resolution.  That response sounds like it was written by **
  
  *************************

  

  Business response

  03/08/2024

  My apologies that the responses sound to be AI generated. I can assure you it is not. Most importantly, I can confirm that the funds have been released and would encourage for you to check with your financial institution regarding the length in time to see the funds on your end. We apologize for any inconvenience that this has caused but we appreciate your continued patience throughout this entire matter. 

• Initial Complaint

  02/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a pair of earrings. I received the earrings and decided that I did not want to keep them. I returned the item following exactly Blue Niles instructions. Blue Nile received the earrings and said that they were damaged. They received the returned earrings. After repeated called, it took Blue Nile 8 weeks to decide that they would not issue a refund. I never wore the earrings and Blue Nile will not issue a refund. Do not buy from this company. They do not stand behind their products. If the earnings were damaged, they were damaged during shipping. Before this, I was a great customer. Now they have lost a customer for life.

  

  Business response

  02/29/2024

  We want to assure you that your feedback is invaluable to us, and we are committed to addressing the issues that led to this lapse in our service. Our team is already working diligently to identify areas for improvement and implement measures to enhance the overall customer experience. It is our sincere hope that you will give us another opportunity to serve you and demonstrate our dedication to delivering the high-quality service that you rightfully expect from us. We are confident that the improvements we are implementing will result in a more delightful experience for you on your next visit. We will reach out to the customer and worked towards a satisfactory solution. 

  Customer response

  03/07/2024

   
  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.
  
  Sincerely,
  
  *************

• Initial Complaint

  02/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased an item on 2/3. It was supposed to be shipped within 24 hours, per their website. It shipped 3 days later. I received the item on 2/8 and it was underwhelming. It was returned the same day on 2/8 via ****** The item was received back to Blue Nile on 2/12. Their website says they will notify me of receipt within 24 hours, the item would be reviewed within 4-5 business days with an emailed update, and the refund would be issued once reviewed during that 4-5 business days. Its been nearly three weeks and I havent received one email under their posted policy, and theyre outside of their own stated policies. Very poor customer service and theyve neglected to follow their own policies.I reached out several times. Im told it will now take 4-6 weeks to get the refund. No where in the policy is that mentioned. I asked for a supervisor and was ignored. Im looking to get a full refund, as theyve acknowledged receipt of the item and have been in receipt of the item for weeks. As there are many BBB reports claiming they issued a refund, but never actually did, I would like an email confirmation of the receipt of the refund.

  

  Business response

  02/29/2024

  We want to assure you that your feedback is invaluable to us, and we are committed to addressing the issues that led to this lapse in our service. Our team is already working diligently to identify areas for improvement and implement measures to enhance the overall customer experience. It is our sincere hope that you will give us another opportunity to serve you and demonstrate our dedication to delivering the high-quality service that you rightfully expect from us. We are confident that the improvements we are implementing will result in a more delightful experience for you on your next visit. I can confirm that the customers refund has kicked off and has been finalized. 

  Customer response

  03/02/2024

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Blue Nile has lifetime product warranty, but they only say its voided if you dont do regular repairs or if you have someone other than blue Nile perform the repairs. They mention getting diamond rings inspected, but theres no obvious indication that they wont honor their lifetime warranty if you dont get your jewelry INSPECTED. I lost my diamond earring because their guardian locking earring back failed. This earring back is supposed to only come off if the sides of the back are squeezed in order to unlock it. I checked on my remaining earring because I found the back on the floor and this locking mechanism is defective. You cant know this unless it gets pulled off. I thought they were completely safe due to this locking mechanism. How would I know to get this repaired if it hadnt come off? I had just cleaned them and didnt notice anything wrong with them. The earring apparently stayed in without the back so it wasnt obvious when it came out of my ear lobe. I feel like their lifetime warranty is just a buzz word to make their customers feel comfortable purchasing with them vs a local jeweler because purchasing diamonds online and spending a lot of money on them sight unseen can be unnerving.

  

  Business response

  02/19/2024

  Thank you for alerting Blue Nile to this matter. We will look into this matter and attempt to work towards a satisfactory solution. Last date of contact 2/19/2024 at 8:13am PST

  Customer response

  02/22/2024

   
  Complaint: 21313905
  
  I am rejecting this response because: I havent heard anything from them.
  
  Sincerely,
  
  *******************

  

  Business response

  02/29/2024

  We understand that trust is paramount in any customer-business relationship, and we are committed to regaining your confidence. We sincerely hope that your next experience with us will be nothing short of delightful, and we are working diligently to ensure that we meet or exceed your expectations.

  Customer response

  02/29/2024

   
  Complaint: 21313905
  
  I am rejecting this response because:  this response didnt say anything.  How are you trying to re gain my trust when your product failed and I lost an expensive earring.  We have spent upwards of $20,000 at Blue Nile on various purchases in the last several years and they were the only place I would browse for diamond jewelry.  This is just completely unacceptable.  
  
  Sincerely,
  
  *******************

  

  Business response

  03/06/2024

  Please take a moment to review the Lifetime Warranty and policies listed on this page: ******************************************************** We apologize that the solution and suggestions that we have placed on the table did not pique your interest and has likely impacted your perception of Blue Nile. While we acknowledge that your outlook on our company may be affected, we hope you can find it within yourself to accept our sincere apologies. We are committed to learning from this experience and implementing measures to prevent such incidents in the future.

  Customer response

  03/07/2024

   
  Complaint: 21313905
  
  I am rejecting this response because: your last message said you were sorry none of your suggestions have interested me, but you havent offered anything.  Maybe instead of a computer generated response you can actually respond to my complaint about your products.
  
  Sincerely,
  
  *******************

  

  Business response

  03/18/2024

  Please take a moment to review the Lifetime Warranty policy on our website. 

• Initial Complaint

  02/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the Mid-weight Comfort Fit Wedding Ring in Platinum (2mm) on December 22, 2023 (Order #**********) for my wife for $408. The ring arrived on December 27, 2023 with the incorrect engraving- Blue Nile's error. I contacted Blue Nile customer service immediately. Instead of offering a new ring with the correct inscription, Blue Nile told me to return it for their repair process. I returned the ring immediately, shipping it on December 27, 2023. It was received by Blue Nile on January 2, 2024. On January 29, 2024- 38 days after the purchase and 27 days after Blue Nile had received the return- Blue Nile finally emailed that the jewelry had just gone into being serviced. This email indicated that the ring would receive a "final ***************** inspection on or around February 14, 2024"- 54 days after the order and 49 days after I returned it. I then emailed Blue Nile customer service on January 31, 2024. ********************** responded on February 1, 2024, offering no actual help to get the ring faster or provide a resolution: "I will monitor your order and provide updates for you." There was no update until 13 days later, on February 14, 2024 - 54 days from the date this ring was ordered, 49 days from when I returned it and 43 days from when Blue Nile received it back. The update said "Your wedding ring is currently being processed through our Quality Control team, this can take 1-3 business days" to complete. I received the ring in the mail on February 16, 2024- 56 days after my original order, 51 days from when I returned it and 45 days from when Blue Nile received the ring back. The ring arrived completely scratched up on all sides, and while the inscription is technically correct, it is much poorer quality than the original inscription. Note- the ring was NEVER worn. Instead of receiving a ring of new quality like I paid for, I received a damaged ring due to Blue Nile's multiple failures with no sort of resolution offered, 56 days after the date of purchase.

  

  Business response

  02/29/2024

  We want to assure you that your feedback is invaluable to us, and we are committed to addressing the issues that led to this lapse in our service. Our team is already working diligently to identify areas for improvement and implement measures to enhance the overall customer experience. It is our sincere hope that you will give us another opportunity to serve you and demonstrate our dedication to delivering the high-quality service that you rightfully expect from us. We are confident that the improvements we are implementing will result in a more delightful experience for you on your next visit.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a ring in November of 2023 and received it quickly. Upon getting engaged we quickly noticed that the diamond was set poorly and the prongs were off centered as well as the setting. It was obvious to the naked eye. We got a master jeweler to give us a second opinion and they said the same things. We sent it back to blue Nile and got no response of turnaround time or anything. Finally we were able to reach ****** who apologized for no one reaching out but still didnt have a time frame on the return. It was over 4 weeks when we finally got an email stating the ring was being processed and fixed. We received the ring and NOTHING HAD BEEN DONE. The ring had not been touched and the master jeweler confirmed that no service had been done to the ring and it was still set horribly. I want a partial refund for the price it will take me to get the ring fixed.

  

  Business response

  02/12/2024

  We will reach out to the customer and make contact on the next steps. 

*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. ↩