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:06/27/2023

  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.

  On June 6th I ordered two wedding bands for my wedding on July 4th. I was given a delivery date of June 21. Late on the night before it was supposed to be delivered, I was sent a text saying the order was delayed and would be shipped the next day. The following day I contacted customer service and was told it would ship that same day and be delivered the next. Late that night I received the same text saying it wasnt ready. The next day I requested a manager after being told several different things by different people. The manager told me Blue Nile did not have the ring and it would not arrive in time for my wedding. I was then transferred to a diamond expert who suggested I order a different ring and have it modified. She said if I took this route it would be delivered in several days. I then did this. The process then repeated itself like the first time. I received another text message late the night before saying it would not be shipped on the date it was supposed to go out because it wasnt ready. My wedding is now very soon, but there are no rings. I have been promised callbacks from multiple different people who never returned my call. The company is saying many things that are not being fulfilled. I trusted this company to deliver wedding rings before my wedding date, but they are being unresponsive and uncaring during a very important time. They are not providing the service they promised:

  Customer Answer

  Date: 06/29/2023

  Approximately a day after filing this complaint with the BBB I received a call from a customer relations supervisor with ********************** who said she read my complaint and was taking over the order. She said she would push it out the same day with overnight shipping. She also gave an additional $150 discount after agreeing my situation was not acceptable. The rings are now in my possession and we are happy. They have made it in time for our wedding. I believe the BBB made a difference in this situation and we are happy it is resolved. Thank you very much for the help.

• Initial Complaint

  Date:06/21/2023

  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.

  we were looking for the matching style with my engagement ring, but sadly found out it is discontinued. Blue Nile offered us special order solution but with more than 2 times of the price, final sale, size 6. When we received it, the product is back online with discounted price size 6.5. I immediately purchase the ********** to secure it, thinking will do the resize to 6 since their policy said free resize to half down; then initiate the return process for the special order. The customer service didn't question anything and processed the full refund, but the special order agent put a hold on my new order said she won't accept refund because it is special order. we explained the situation she said she ll investigate, but then lost contact.. Later we contacted customer service again checking status of my new order since we already got refund, they told us it is on hold but no reason indicated. Agent said will follow up and provide update asap, but then lost contact again. We contacted again and there is someone called ******* called me said if i prefer size 6 she will ship me back the special order, do price match, then cancel my new order, and she will give update in 2 business days. i called her back directly 2 days later check status because she didn't call at all, she said the size 6 they placed on side for me is gone, they shipped size 6.5 to me already, but that one is not resizable, because it is already a size down from 7. I said this is not right, because one the discontinued info from the beginning is fraud; then they promised to send me size 6 and that's gone; then the one they sent to me is not under regular terms and condition, what i purchased is able to resize, if there is any restriction it should be indicated online so i can consider. The whole customer experience is horrible, every single person tells different story, causing unnecessary frustration before wedding day. I need direct contact from manager and provide a solution for this mess.

  

  Business Response

  Date: 06/23/2023

  Contact was made with customer to discuss the concerns. Satisfactory solution has been executed and customer is pleased with the response. Last point of communication has been confirmed for 6/23/23 at 2:40PM PST

• Initial Complaint

  Date:06/06/2023

  Type:Customer Service 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 placed an order on June 3rd for 3 wedding bands with the help of a diamond specialist. Upon receiving the order I noticed that the specialist placed the incorrect band for one of the three items. I immediately contacted Blue Nile customer service to alert them of the error and to get the correct band shipped out to me instead. All 3 rings were on 60% clearance and the representative ********* whom offered to exchange for the correct item initially, then proceeded to inform me that the pricing I paid was a "glitch" and that Blue Nile NEVER places any item over 50% at any point in time. She proceeded to inform me that I should consider myself grateful that I received the pricing I did, and that there was nothing she could do to match the pricing that the correct ring should have been. She was extremely rude and considering I have spent over $10,000 previously on an engagement ring, the $200 price difference to fix THEIR mistake should have been apart of their customer service. I am now unable to receive the correct ring at the sale pricing due to an employee error. I even reached out to management ********* whom was no help at all. Its a shame that I have to experience something like this, being that I asked for assistance to begin with. This needs to be addressed and fixed.

  

  Business Response

  Date: 06/07/2023

  Thank you for alerting Blue Nile to this matter. Contact has been attempted with ***************** as of 6/7/23 at 11:33am. We look forward to achieving a satisfactory for *****************

  Customer Answer

  Date: 06/08/2023

   
  Complaint: 20151718
  
  I am rejecting this response because:
  I received a blank email response from ************ on June 7, 2023 at 1:27 PM. I reached out via phone to her extension **** on June 7, 2023 at 1:45 PM, as well as June 8, 2023 at 1:00 PM to which there was no answer. I have also left 2 voicemail for her, of which have not been returned. 
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 06/14/2023

  Successful contact was made with ***************, 6/13/23 at about 5pm PST. Customer was able to share her concerns and was assisted with a satisfactory solution. I do believe customer was able to walk away satisfied with the conversation and the assistance she received. 

• Initial Complaint

  Date:04/06/2023

  Type:Product 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.

  Hello,

  The company resolved my compliant #******** and will be issuing a refund.

  Thanks,

  ***

  Customer Answer

  Date: 04/06/2023

  I made an online purchase for a dark grey tungsten wedding band on Tuesday March 7th. The total cost was $283.22 CAD. I received the package on March 8th. I opened the package and it appeared to be the wrong colour. The ring comes in the dark grey and a 'white' option but are very similar in colour. The inside of the ring says "white" so I reached out to the company to inform them I believed I was sent the wrong ring (emailed on March 8). On March 9 I recieved an email that they were looking into the issue. On March 10th they requested more photos which is sent the same day. In the meantime, I found another ring that I preferred and would be custom made for me. I decided to just return the Blue Nile ring rather than having the correct colour sent to me. On March 14, I returned the package using a prepaid label provided by Blue Nile. On March ************************************************** saying they were still reviewing my inquiry about the wrong colour, I informed them that I returned the ring and no longer wanted the colour I originally ordered. On March 16, I received confirmation that my return was accepted and credit issued. After 10days I noticed my credit still hasn't appeared in my bank account. I contacted BL on March 31 requesting they look into this. On April 4 I got an email from a rep saying they tried to contact me. I finally got in contact on April 5 where I was told they told me the ring I returned was "not a Blue Nile ring" and accused me of returning a ring "other than what they shipped me". This is completely untrue and I was the one who initially raised concern over the wrong colour. What I thought was an honest mistake on their part (shipping the right ring in the wrong colour) has now turned into them accusing me of sending a different ring back, which doesn't even make sense. I'm greatly offended by this and don't know what else to tell them other than the ring they shipped me is what I returned back to them.

• Initial Complaint

  Date:03/25/2023

  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.

  Wrong product and misleading customer service.Ordered ring size 9.5 (based on their plastic ring sizer) and received a ring sized 8. Then call customer service. Given that wedding day is in 3 weeks, I am recommended to order a new ring, and that I should not be worried given that, if new ring doesn't fit, Blue Nile can always send a new ring "overnight". Turns out "overnight" means it takes 7 days to build the new ring, so in reality its ~ 2 weeks to deliver, which would mean I would not be able to get the new ring in time for the wedding. This is a very misleading statement by "Customer Relations Specialist " agent "*************************". She clearly understands the nature of my concern (I might not get ring for the wedding), and outright lies above the "overnight" shipping to make me walk away. When asked about a supervisor, she said she is the only person I can talk to to file a complaint.

  

  Business Response

  Date: 03/27/2023

  Thank you for bringing this to Blue Nile attention. We will reach out to the customer with every intention to provide a satisfactory solution. Last date of contact is stamped for 3/27/23 @4:01pm PST

• Initial Complaint

  Date:03/24/2023

  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.

  Ordered 2/5/23, shipped 2/21/23. Order ********. Opened the shipping box a few days after receiving and found the ring smashed inside of the jewelry box. Contacted customer service and was told to ship it back for a replacement. Upon receiving the *** at Blue Nile facility, the representative of this company told me that I damaged the ring myself in an obvious accident. Later on, I received an email saying that the replacement was sent and Blue Nile hoped that I would enjoy the product. I received the same damaged ring back. I would like to have a full refund or a replacement. I have pictures showing that the ring arrived damaged. I contacted the local jewelry store, and they confirmed that it has to be damaged mechanically with a huge force. It is impossible to damage the ring by wearing it on the finger ( it was suggested by the customer service representative that the accident happened while the ring was worn)

  

  Business Response

  Date: 03/24/2023

  Thank you for bringing this to Blue Niles attention. Last date of contact was recorded on Tuesday March 14th 2023 at 9:42am. We will follow up with the customer to discuss the next best steps

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19847026
  
  I am rejecting this response because: Good afternoon,  
  I called the number provided by Blue Nile customer service 3-4 times,  left one voice mail, emailed back once: zero response  as of today. 
  *******************
  

  
  

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

  

  Business Response

  Date: 03/28/2023

  The customer has been provided with a satisfactory solution despite hard evidence to the concerns. The images that have been attached were of the product condition, after the item was received on customers end. The other images provided are stillshots procured from video footage of the condition of the ring, just before it shipped. I do believe *************, has just been informed of the solution/exception and is pleased with the offer provided by Blue Nile. 

  Customer Answer

  Date: 04/07/2023

   
  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

  Date:03/17/2023

  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.

  I just purchased a diamond wedding band from blue nile and the cost was *****. I received the ring very quickly and unfortunately it was slightly too big. I called the next day and pulled up the ring online and saw the ring was on sale 60% off for *****. I told the saleswoman on the phone I would like to purchase the smaller size in this ring, especially since it was on sale now. The saleswoman said I do not need to purchase another ring and she will just do a price adjustment and refund me the difference. I was very ***** this was going to all work out. I did take screenshots of when I purchasd the ring with price of ***** and with the sale price of *****. The saleswoman said I can just return my ring and they will just resize it. I received my ring and it fit perfect. I just now got off phone with the saleswoman and she said she could not honor the sale price as it was a "fluke" in the system. This did not sit well with me as she automatically reassured me when I called about the sale price and wanting to buy ring with sale price of ***** that I shouldn't buy the ring and she will "credit" me the amount. It's not much of a difference, but I would think a reputable company like blue nile would honor the sale price as I talked to a saleswoman and have pictures of the prices. I was so nervous in the first place buying a ring online. Don't think I'll ever do this again.

  

  Business Response

  Date: 03/20/2023

  Thank you for bringing this to Blue Niles attention. We will make contact with ***********, and proceed to reach a successful and satisfactory resolution. Last date of contact 3/20/23 at 11:08am

• Initial Complaint

  Date:02/28/2023

  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.

  Purchased diamond necklace on Feb 6. Website ad and checkout both say delivery by Feb14, overnight. On Feb13, I get a notification it is being prepped for shipping. On Feb14 it never arrives. I call customer service, they say *****. It never arrives. I call again and they claim Feb20. It never arrives. I call a third time and they say Feb28. It never arrives. All the while I get auto messages saying it is being prepped for shipping just to get an email the next day saying it didn't ship and "our artisans need more time". You are 14 days late and customer service Live Chat, as well as calling the support number are completely unhelpful and just read off the tracker, which has been wrong this entire time.I have screenshots of all of this. Please give me a REAL DELIVERY DATE or a full refund.

  

  Business Response

  Date: 03/10/2023

  Thank you for bringing this to Blue Niles attention. This is is never the experience that we strive for with our customers. Records on my end indicate the same concerns expressed through a separate media outlet, where the customers concerns were immediately addressed. On or around February 28th at about 4PM PST, Blue Nile was able to make contact with *************** and provided answers along with compensation for the experience. Last date of successful contact was for 2/28/23 at 6:01 PM PST- customer concern was successful addressed and resolved.

  Customer Answer

  Date: 03/13/2023

   
  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,
  
  Jordan

• Initial Complaint

  Date:02/27/2023

  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 purchased a 3 stone ring, one blue topaz 2 aquamarine. As soon as I opened the box I called blue nile because the quality of the stones was absolutely horrible (in my opinion). I called blue nile and requested a return label and sent it back the next morning via ****** They received the ring last Monday and still have not given me a refund. It's been a week. Meanwhile whenever I call to get an update they tell me its still being processed. "There process" is taking too long for me and I am sure that it shouldn't take this long.

  

  Business Response

  Date: 02/27/2023

  Thank you for bringing this to Blue Niles attention. Records indicate a consistent path of communication took place on the following dates: 2/15/23, 2/20/23, 2/24/23, 2/27/23, and even as recent as 2/27/23 at 10:24am PST. The customers concern was escalated internally where a member of management has attempted multiple times to contact ******************* to successfully resolve the matter. As of 2/27/23 @11:30am PST, the refund process has finalized and the funds have been released for *******************. It has been a pleasure to work with her, and we do hope to see her in the future

• Initial Complaint

  Date:01/21/2023

  Type:Service or Repair 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 purchased a diamond necklace for my wife for Christmas of last year under order #********. Upon receiving it, we noticed that the chain and clasp appeared very fragile, but decided to keep the item as the diamond cross was just as expected. After a few days of use, the clasp broke (which was not unexpected). Upon emailing support, we were informed we would have to either take the necklace to be serviced locally, or to send it back for repairs, with either way having an expected duration of at least 15 days, excluding shipping. Obviously, this is unacceptable considering the expense of the item and that it broke within mere days of receipt. My wife would be very displeased if I told her she would need to part with her new necklace (which she adored) for a month to be repaired, which not only reflects poorly on Blue Nile but also on me for trusting Blue Nile when deciding to purchase from them.

  

  Business Response

  Date: 01/30/2023

  Thank you for bringing this to Blue Nile attention. Records on our end indicate there was an attempt 1/21/2023 to resolve the matter for Mr *** in which a solution was inconclusive. We would ask that Mr. *** reach out once more, to explore the options that we would be happy to present for him. 

  Customer Answer

  Date: 01/30/2023

   
  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,
  
  *********************