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Complaint Details
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Initial Complaint
09/15/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
BEWARE OF BLUE NILE. Purchased a ring from Blue Nile, and it didn't fit. Sent the ring back for exchange, was received by their warehouse and sat in limbo (pending status) for two weeks. No updates, no shipping confirmation details, called to see where the ring was. Was told it would ship out that night, should receive an email shortly.Waited until the next day, no email received. Called in to follow up, was told the same thing - would be shipping out asap. Another day past - nothing. Called back, and was told that their system was delaying my shipment by two days, every day that had passed for no reason. Told that my shipment would be expedited.Next day - nothing. Called back, told that my shipment was now waiting for confirmation from me that it was the right size. Told would ship out next day. Days later, I'm now trying to get a refund and am being passed around to customer service agents again and again. Have now been told I cant get original price paid bc sale is now done.
Business response
09/20/2021
Thank you so much for reaching out! You've been in touch with *****, on our team, and our records indicate this issue has been resolved to your satisfaction - With a refund being issued. Thank you for allowing us to address your concerns.Initial Complaint
09/11/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased diamond earrings from Blue Nile on 7/12 for $750 and received them on 7/15. The earrings were not as described. I purchased earrings with a description of screw back and the ones I received were push back therefore I decided to return them. I was notified on 7/21 that my return was received and it would take 5-15 days to process the order. As of today I still have not been refunded and the return status continues to say “processing.” I reached out to Blue Nile via email on 9/2 for answers and did not get an answer for the delay in refund. I called Blue Nile on 9/9 and spoke to someone directly and they still could not give me an answer on why the refund has been delayed and stated they would call me back later that day. I received no call back. Again I emailed them 9/10 and received a response that this has been escalated to their financial team. Blue Nile has not initiated a refund and is unable to provide me and answer as of why.Business response
09/17/2021
Thank you so much for reaching out! You've been in touch with Mavvia, on our team, and our records indicate that our team has resolved the issue and set up the refund. Thank you for allowing us to address your concerns.Customer response
09/17/2021
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
08/17/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My ****c ring was stolen June 29/30 in **************************** possession and no one is assisting at this point. It was to be a routine exchange of the band. Blue Nile allegedly received an empty box, but neglected to notify us. We called two weeks into the exchange process and that is when we were told it arrived empty. I opened a claim with ****** as instructed by your customer service, but they will not provide any updates as the account holder is Blue Nile.Business response
09/21/2021
Thank you so much for reaching out! You've been in touch with our team, and our records indicate this issue has been resolved to your satisfaction. We received notification of your jewelers mutual claim and are closing this case Thank you for allowing us to address your concerns.Initial Complaint
08/11/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I sent back my engagement ring. I have been in constant contact with Blue Nile and they were well aware that my ring was coming back late due to some family members passing away, one was on a ventilator for 10 weeks from covid-19 and we were responsible for all of her arrangements and animals and her home etc etc. I was told that everything was going to be ok and not to worry. I sent my ring back and picked out a new setting and then I wanted to switch the diamond and pay the difference of $1300 because the diamond I have is EXTREMELY cloudy and I paid $6,500 for the ring. I have been told they will switch the setting but if I want to switch the diamond I have to pay double the amount of the original diamond so $8,400. just for the stone. Are you kidding me? So, it is ok to switch the setting but not the diamond.Business response
09/21/2021
Thank you so much for reaching out! You've been in touch with ****, on our team, and our records indicate this issue has been resolved to your satisfaction. Thank you for allowing us to address your concerns.Initial Complaint
08/04/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Blue Nile Ruined our lifelong dream of our wedding! 8 months And we still don’t have the rings. My experience working with Blue Nile has been one of the worst customer experiences ever in my lifetime. 60 emails we have sent, 36 phone calls with at least 5 different people! Here are the facts around the purchase of a wedding ring and two matching bands. This purchase was completed in December of last year, 2020. I Purchased a wedding ring along with an accompanying ring and received the rings accordingly in 6 weeks. The rings needed to be resized so we sent them back to Blue Nile. In addition, the band ring did not sit properly along the wedding ring. Blue Nile did receive the rings and we were told that someone would be in touch with us. During that time, my wife and I purchased ANOTHER matching band to sit on the other side of the wedding ring, and we anxious;y awaited ALL 3 rings to be delivered. We made nearly 10 calls after not receiving any information from Blue Nile, finaBusiness response
08/24/2021
Thank you so much for reaching out! You've been in touch with Jon, on our team, and our records indicate this issue is being resolved. Thank you for allowing us to address your concerns.Initial Complaint
08/02/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a set of earnings and upon receiving them they were clearly not what was pictured on the website. I reached out to customer service and they were incredibly rude. I started a refund process and shipped the items back, now blue nile wont give me updates and isn't processing my return, I think they are trying to steal my money!Business response
08/04/2021
Thank you so much for reaching out! You've been in touch with Jon, on our team, and our records indicate this issue has been resolved to your satisfaction. Thank you for allowing us to address your concerns.Customer response
08/04/2021
Complaint: ********
I am rejecting this response because:
No one from the business has reached out to me and I have still not received my refundSincerely,
***** ********Business response
08/07/2021
Thank you so much for reaching out! You've been in touch with Jon, on our team, on (Wed, Aug 4 2021 at 10:55 AM), and our records indicate that a refund was issued. Please allow up to 8 business days for your financial institution to reflect this. Thank you for allowing us to address your concerns.Initial Complaint
06/28/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a diamond on March 30,2021. The total price is $6377.59. I made this purchase via a cash back website called ***********. I supposed to get $318.87 cash back but this transaction was missed for months. I contacted ***********.com but they told me that Blue Nile declined my money. I followed all correct steps like what I did for other purchases. Only Blue Nile refuses to pay for my order. I would not but that diamond if I know there is problems with my cash back. Please double check my order again.Business response
07/13/2021
Thank you so much for reaching out! You've been in touch with Jon, on our team, and our records indicate this issue has been resolved to your satisfaction. Thank you for allowing us to address your concerns.Initial Complaint
05/31/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I placed an order for a pair of Round Drop Earrings in 14k on May 1, 2021. Item was received, return initiated & shipped on May 5th due to faulty clasp. Return was received by business on May 10th. I was supposed to get a replacement but I got NO communication/item! After 16 days, I called customer service & asked for a refund on May 26th & they explained that the return had to be "unreceived" for a refund & it would be completed by end of day. Nothing happened. I contacted customer service on May 27th - they said I will receive emails by the end of the day. Nothing happened. I called on May 28th & the agent says there is no record of anyone trying to start a refund! I ask her to email me our conversation & she says the return will be unreceived by EOD. It is now May 31, 21 days since my return & I have still NOT received a refund or any emails. It is appalling that a business is run in such a way that lacks efficiency in the simplest of transactions. Will not repurchase from here.Business response
06/08/2021
Hello,
Our records indicate that the customer has been in touch and resolved concerns with Blue Nile's Customer Care Advocate, *** ****.
We will consider this matter resolved, but if any further assistance is needed, please send a direct message to [email protected]
Kind regards,
Blue Nile, Inc.
Customer response
06/10/2021
I received a $50 gift card and received the refund for my return within a few days of posting this complaint. I find that this resolution is satisfactory to me. Hopefully in the future such a complaint is not required as an instigator to complete returns.Initial Complaint
05/21/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I purchased a diamond bracelet on May 16, which the date of delivery was promised for May 18th. I have a father with alzheimer's and paid a sitter to stay with him while I waited for the bracelet to be delivered. It was promised by 12pm, so when 1230pm came around and there was no bracelet in my possession, I called *** **. They stated that Blue Nile had not sent the bracelet in time for it to be delivered on the day promised. Of note, the bracelet was purchased for a special event on Saturday May 22, which gave me more than enough time to think the bracelet would be here, especially when they have it in writing that it would be. I spoke with FOUR different representatives, 3 of them basically saying "oh well." One of them blew me off by saying "Ok, we can do a return to sender once it finally gets to you." No trying to save the sale, no trying to make good on the 3700.00 of my money that they already have, It is now 5/21 & no solution.Business response
05/21/2021
Hello --
A member of our customer care team has been in touch with you to assist with refund or replacement.
It's important to note that there is only one daily shipping pickup from Blue Nile's fulfillment center with *****, at 4:30pm Pacific each day. Your package was scanned for departure at 4:06pm, in line with normal operations. The delay you experienced is detailed in the tracking information for your package, and occurred in Memphis, TN at *****'s global sorting facility.
While we understand and appreciate the frustration you've experienced, Blue Nile has no control over freight carrier operations once a package has left our facilities.
Kind regards,
Blue Nile, Inc.
Customer response
05/21/2021
Complaint: ********
I am rejecting this response because *** ** says blue nile did. Pt have the package to them on time.for.depqrture. blue nile is being disingenuous
****** *******Initial Complaint
05/16/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
The Date of Transaction: May 1, 2021 Dollar Amount Paid to Business: $607.20 Order No: ******** *** ** Tracking No: ************ Blue Nile was committed to send me a 607.20 jewelry item using a safe and secure delivery method. The mailing address used for this delivery did not include my apartment number, which is *****. When ***** delivered the package to my apartment complex, they placed the package in an unsecured locker area most likely on the floor, and the package allegedly was stolen. The ***** delivery person should have returned the package to their main warehouse, and either I or Blue Nile should have been contacted to obtain the apartment number. I have contacted Blue Nile a total of 4 times in the past week. I was told that my dispute has been forwarded to their security team, and also that they have/will contact ***** to attempt to track and retrieve the package, and I have been told by Blue Nile that they will contact me regarding options to resolve the issue.Business response
06/08/2021
The transaction in question was submitted as a chargeback with the cardholder's issuing bank.
Chargebacks hold up the processing of any funds transactions as they must be manually investigated by the issuing bank and the retailer.
Of course, we are unable to issue a refund in addition to the chargeback, but the customer can consider the chargeback their refund. We consider this matter resolved to the extent we are able -- any further questions would need to be brought to the credit card issuing bank.
Kind regards,
Blue Nile, Inc.
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Get a QuoteCustomer Complaints Summary
118 total complaints in the last 3 years.
66 complaints closed in the last 12 months.