ComplaintsforBlue Nile Inc

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased some earrings for my partner. The earrings come and look great, but the first time she wears them one of the clasps failed and as a result the earring fell out we tried and failed to find it. I contacted customer support for a replacement as it says they have a lifetime warranty. But they tell me it doesn't cover lost merchandise even though it was lost due to a manufacture defect.

  

  Business response

  02/08/2024

  Thank you for alerting Blue Nile to this. We will reach out to the customer and work towards a satisfactory solution.

• Initial Complaint

  02/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a pair of earrings from Blue Nile for $390. They have a 30 day exchange policy from date of shipment. I attempted to get a return authorization within the ********************************************************************************************** the picture on their website and the stated dimensions were not consistent with what I received. The item has subsequently gone on sale for 50 percent of the price I paid.

  

  Business response

  02/06/2024

  We do not have any records or purchases for this customer. Please provide more information so that we can assist with a satisfactory solution.

  Customer response

  02/22/2024

  I would like to reopen this complaint.   My last name is misspelled  it should be ***** not Souke.  That could have been my mistake and probably explains why the merchant could not find an order.   The order # from Blue Nile order # is 1001992775.  The Receipt number for payment was 1594-0490 in the amount of $414.77.   I called within the 30 day window to initiate the return and was told I would be getting an email with instructions on how to return the item.  After I never received the email and called back I was told I was outside of the return window for a return/exchange.    The item was not as represented on the website.   Please let me know if I can reopen this complaint or need to file a new one.  thank you.

  

  Business response

  02/29/2024

  We understand the importance of customer satisfaction, and we genuinely value your feedback.  We recognize the frustration this may cause, and we sincerely apologize for any inconvenience. 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

  03/15/2024

   
  Complaint: 21242323
  
  I am rejecting this response because:

  it does not offer any resolution to my issue

  Customer service agreed to a refund in the first instance and did not follow through

  the item delivered was not as represented on Blue Nile's website

  there will it not be another purchase from me in the future if I am not provided a full refund on this purchase  

   

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

  

  Business response

  03/18/2024

  As per the policies listed on our website, we regret to inform you that we are unable to accept your return request at this time. We understand that this may not be the outcome you were hoping for, and we empathize with your disappointment. However, it's essential for us to adhere to our established policies consistently to ensure fairness to all our customers.

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to express my extreme dissatisfaction with the diamond upgrade process at your company. Despite my attempts to upgrade my diamond engagement ring, I have encountered significant issues, resulting in a frustrating and distressing experience.I initially engaged with three different agents, none of whom were able to provide assistance or resolution to my concerns. Furthermore, I discovered that the information provided regarding the holding of my diamond during the upgrade process was inaccurate. This misinformation, coupled with my repeated attempts to make payments, has added to the confusion and frustration.To exacerbate matters, my current diamond engagement ring is now missing, and the diamond supposedly held for the upgrade is no longer available. The lack of transparency and accountability in this matter is unacceptable. I am furious and deeply disappointed with the level of service I have received thus far.I have meticulously documented phone call logs and have sent over ten emails, none of which have received a response. This lack of communication is unacceptable, considering the urgency and importance of resolving this situation promptly.I'm asking that Blue Nile take immediate action to rectify this matter. I expect a thorough investigation into the whereabouts of my original diamond engagement ring and a clear explanation regarding the unavailability of the held diamond for the upgrade. Additionally, I insist on a resolution plan to address the miscommunication and lack of assistance from your representatives.*********,*****************************

  

  Business response

  02/06/2024

  We apologize that the customer experience has not lived up to the standards Blue Nile has been known for. We will reach out to the customer and work towards a satisfactory solution. Last date of contact was 2/6/2024 

• Initial Complaint

  02/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  To whom this may concern, My boyfriend and I purchased a custom engagement ring **** oval diamond on a platinum band from ********************** on December 9, 2023. The ring was sent defective on December 13, 2023. On December 17, **************************** Brickell, ***** were we purchase it. The lady in the store advise repairs would take 4 weeks. On December 20, 2023, blue Nile received the ring from the store. The ring was sent back with 3 days of receiving it. ********************** warranty is that defects are covered. After multiple phone calls to blue Nile and request for information it wasnt until 1/31/2024 that I was advised the defect was covered under the warranty. That was 6 weeks that ********************** received the ring and no repairs have been completed if any. The 30 day return period has past already and I dont even have a ring. ********************** has not contacted me regarding the status of my ring. I had to call myself in order to get any information. I have documented every conversation I have had with ********************** customer services along with their names and each conversation they have advice me that ********************** hasnt left any updates on the system. Several tickets have been left by the customer representatives requesting information on my behalf. None of this tickets are ever answered based on the reps. ********************** has had my ring for over 6 weeks and they still have not shipped it out. I have not had a chance to wear my ring. Lastly, I have made request to speak to a manager but I have been advised that there is no manager available to take my call. It is clear that this company does not care about their customers. I am extremely upset and disappointed. Best,Lisbetty *****. Esq.

  

  Business response

  02/01/2024

  Details indicate this order is ready for shipment as of today at 1:17pm EST

  Customer response

  02/02/2024

  For a clear record. The reason the ring ship on 2/1/24, was because after filling the complaint with BBB. I called Blue Nile on 2/1/24 and advised I had filled a complaint with BBB on both Blue Nile and parent company signet. I again requested to speak to a manager and my request was once again denied. Even after all of this I never received a phone call or email from a manager or supervisor. 

  Customer response

  02/02/2024

   
   For a clear record. The reason the ring ship on 2/1/24, was because after filling the complaint with BBB. I called Blue Nile on 2/1/24 and advised I had filled a complaint with BBB on both Blue Nile and parent company signet. I again requested to speak to a manager and my request was once again denied. Even after all of this I never received a phone call or email from a manager or supervisor. 

  

  Business response

  02/12/2024

  We are apologetic to this customer for the experience that they have had to endure. It was never our intention for this to be the end experience for any of our customers. While we cannot rewind time and we cannot change what has happened, we are hopeful that we can get it right, the next time around, if/when the customer chooses to return to **********************. 

  Customer response

  02/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. 
  
  Sincerely,
  
  Lisbetty *****

• Initial Complaint

  01/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Buyers please beware of blue nile!!!!!!!!! We used this company many times in the past and had zero issues but things have obviously changed. Around NOV 2023 my husband decided to upgrade the diamond on my engagement ring. He was told 6-8 weeks for a turn around. That was totally okay with us. BUT, what was not okay was the CONSTANT change in shipping dates that came with it. Day by day the shipping date would change. When we would call to speak to staff no one knew where the ring was or if it was even was going to be shipped the day it was supposed to. No one has any knowledge of anything there, it is absolutely INSANE!!!! Fast forward to me actually receiving the ring and noticing they placed the new diamond on a completely different setting without our knowledge. When we called and asked what happened they told us my original setting got damaged in the process and they, "GUESS", the vendor decided to replace the setting with what they had on hand. I was absolutely devastated when i heard this, the ring i had over a decade was destroyed and i had no knowledge of it. Even worse, after waiting 7 weeks to get my ring back I had to turn around and send it back 4 days later for the issue to be corrected. My ring got sent back to Blue Nile January the 8th, it is now the 30th of January, and no one has any information on when i will be receiving my ring or what process it is currently going through. This company works with vendors that they can NOT even communicate with, i ask why they can't call the vendor for updates, and they say they do not communicate by phone, only email. That sounds absolutely terrifying to me. My husband spent thousands of dollars doing something nice for me and this company does not even know where it is. It has been the worst two months of my life and more stressful then I could have ever imagined. They turned my husband's good dead into a traumatic experience. I will NEVER purchase from Blue Nile again!!!!!

  

  Business response

  01/31/2024

  We sincerely apologize for the experience that this customer has had to endure thus far. Our records indicate ********* has been in contact with a member of our Customer Relations Team and the last date of contact was 1/26/2024 @ 4:32pm PST. Even with this being the case, we will work with our representing agent to assist with a satisfactory solution as quickly as possible. 

  Customer response

  01/31/2024

   
  Complaint: 21222817
  
  I am rejecting this response because: I still do not have my wedding ring. Yes, the customer relations agent has been in contact with me, but I have been offered nothing for my troubles and STILL DO NOT HAVE MY WEDDING RING!! This company made a mistake and has yet to make it right. When I ask if my order can be expediated due to it being the companies fault they said "no" they cannot expediate this process. When I call for updates no one ever has any news to give me. 
  
  Sincerely,
  
  ********************

  

  Business response

  02/09/2024

  We will reach out to the customer and work towards an expedition where we can and get this matter resolved.

  Customer response

  02/12/2024

   
  Complaint: 21222817
  
  I am rejecting this response because: I have been in contact with a customer's relations agent and after my order was received by them January the 10th, my order apparently JUST went into production last Thursday February the 8th. I was told it takes eight days to set the diamond into the setting. So, we will see when I actually receive my product. Again, there is no current resolution as I do not have my order yet. I have not been offered anything for the troubles, just continuing to be told to be patient. Even though the company made a mistake by making my ring incorrectly, absolutely nothing has been done to make this matter right. My ring has been with Blue Nile for a month and the mistake just started being corrected last week, that is absolutely unacceptable. I am ready for this nightmare to be over!  

  
  Sincerely,

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

  

  Business response

  02/28/2024

  We deeply appreciate your patience and understanding during this process. Please be assured that we are taking all necessary steps to expedite the completion of your order while maintaining the highest quality standards. We understand the trust you have placed in us, and we are committed to delivering a product that reflects the excellence synonymous with the Blue Nile brand.

  Customer response

  02/29/2024

   
  Complaint: 21222817
  
  I am rejecting this response because: Was given a ship date of February 23rd, that ship date has bene officially changed FIVE times now.  Just in case anyone thinks I am making this us because it's actually unbelievable I have attached photos of the ship date constantly changing. Unfortunately, I will never do business with this company again. I have stopped letting the situation bother me because I cannot control it.
  Sincerely,
  
  ********************

  

  Business response

  03/08/2024

  The order has shipped and was successfully delivered. 

  Customer response

  03/08/2024

   
  Better Business Bureau:
  
  I am only accepting this response so it can be posted for possible cutsomers to see. Yes, I have received my order and am NOT SATISIFIED. It has massive scratches along the sides of the prongs. Not only did I wait two months to receive my ring back, but it also looks terrible. Thanks, Blue Nile. This only solidified my decision to never do business with this company again. 
  
  Sincerely,
  
  ********************

• Initial Complaint

  01/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 28, 2023, I purchased a six prong platinum engagement ring for my fiance that was sent to me as a four prong instead two weeks later. We were heading home for the Thanksgiving holiday and decided to return it after to get fixed, which Blue Nile told us they'd do free of charge. We sent the ring in to get fixed on November 25, 2023 and didn't hear anything from Blue Nile for nearly two months until I decided to reach out and ask for an update. Everyone I speak to about the situation cannot give me a direct answer, but every single one of them seems to imply that I may have to pay more for a six prong since it's a special order, and that I'd be sent a quote for that additional cost. I never agreed to this when I made the transaction on October 28, and the sales associate who sold us the ring assured us that we'd get a six prong at the price we agreed upon.I have called upwards of eight or nine times now despite being told that my issue was placed on high priority, and still nobody can give me an answer as to what's going on with my ring. All I've wanted from the start is a clear answer and a defined timeline to know when I can get the ring back in the specifications I asked for from the start, but the order continues to languish due to clear incompetence on the Blue Nile team's part. On Tuesday, I had been fed up with a lack of clarity and communication on their end and called customer service to submit a refund for the order. I specifically told them that I wanted all payments refunded and my Blue Nile credit card closed since I have no use for it anymore. I am told that I'll receive an email confirming the refund, but it is now Friday and I haven't seen anything about it. Given their track record in handling this issue, I do not have faith in them actually following through with anything they say they will do. I've effectively been scammed by Blue Nile and they seem uninterested in resolving the situation.

  

  Business response

  02/06/2024

  We are working with ************ to get this resolved as quickly as possible. Last date of contact is 2/6/2024 at 8:36am PST

  Customer response

  02/14/2024

  I am still waiting on Blue Nile to get back with me on this issue. They have been more responsive over the past week or so on my order, but Blue Nile has ultimately refused to refund my order as originally requested. Blue Nile has a 30-day return policy for any orders placed, so while it is true on a technical level that this refund falls outside of that policy (the order was placed towards the end of October 2023), the only reason why this refund even took place to begin with was because of Blue Nile's continued mismanagement of my order. I need to stress here that Blue Nile shipped a ring with the incorrect specifications from the start, and I only sent it in as a result of that error. I've had the ring in my actual possession for a grand total of less than two weeks. Meanwhile, it continues to languish in production to get fixed, and the only reason why it has continued to do so is because Blue Nile seemed intent on charging me extra since the specifications I requested were a special order (which I was not made aware of at the time of purchase), which they ultimately dropped once they realized that the store associate who sold us the ring made a mistake. The 30-day return policy is aligned with their vendor's policy to not accept any diamonds past 30 days, so beyond absorbing the extra cost that incurs with a special order, Blue Nile has effectively placed the burden of their mismanagement onto me rather than taking responsibility and refunding me.

  I haven't even begun discussing how Blue Nile placed me on the incorrect payment plan (I specifically signed up for the 0% interest if paid off in 12 months plan and even have documentation proving it, but they placed me on the 24 month payment plan with interest instead). They said they would fix this, but with how badly Blue Nile has handled my order and with how many times I've had to repeat myself with regards to my order's specifications, I truly do not trust them to actually follow through with anything now.

  I still want a refund, but at this point it seems like I'm simply stuck with this ring neither me or my fiance want anymore. Right now, I'm still waiting on Blue Nile to tell me when I can expect the ring back. The last I heard from them was on Sunday, but it's beginning to look more and more as though I won't see this ring back in my possession for the foreseeable future.

  

  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

  01/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a ring on 27Nov2023 order # **********. I initiated a jewelry item return on 09Dec2023. According to FedExs records, Blue Nile received the package on 14Dec2023. During my outreach to Blue Nile customer service (spoke to *************), I was advised the package was received and checked in on 14Dec2023 and that a refund will be issued in 8-10 business days. I contacted Blue Nile customer service on ********* speaking to **** and was told that the item had just gone through the quality check process on 16Jan2024 and it would take an additional 8-10 days for my credit card to be credited. I again reached out to customer service speaking to **** on ********* and obtain no details of when or why my return has not been posted to my credit card. I understand this was over the holiday period and I have given ***** for the return, however it has now been 6 weeks since Blue Nile has received the item. This is unacceptable and the refund processing is not in keeping with Blue Niles return policy. I would like my refund to be processed immediately.

  

  Business response

  02/01/2024

  Thank you for bringing this to our attention. We will make contact with the customer and work towards a speedy and satisfactory resolution. Last date of contact was 1/31/24 @ 10:28am PST

  Customer response

  02/02/2024

   
  Complaint: 21204272
  
  I am rejecting this response because I have made numerous calls with Blue Niles customer service the last few days for updates (30Jan2024, 31Jan2024 and 01Feb2024). The customer service representative stated they have escalated the issue to management but over the last 3 days she could not give any update when the credit will be issued to my card or why there has been such a delay in providing return credit.   Blue Nile had the returned item in their possession since 14Dec2023, this has been almost a 2 month delay in getting my card credited. The last call on 01Feb2024 with the Blue Nile customer service representative she advised me to dispute the charge with my credit card company as they can not explain why this delay has occurred or when I will get a return. I find this completely unacceptable customer service and offering me 15%discount on my next purchase is a joke. I will never purchase anything from this company again after this experience.
  
  Sincerely,
  
  *****************************

  

  Business response

  03/01/2024

  I hope this message finds you well. I am writing to express our sincere apologies for not meeting the high standards that we are known for during your recent experience with us. At Blue Nile, we take pride in providing exceptional service, and it is disheartening to learn that we have fallen short of your expectations. Please accept our sincerest apologies for any inconvenience or disappointment this may have caused. 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 refund was released successfully to the customer. We value your business and look forward to the privilege of serving you better in the future.

• Initial Complaint

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This is way abbreviated version, for full complaint see my review on blue Nile oakbrook review on ****** or Yelp because this isnt enough characters. Bought engagement ring for wife Oct 10 2023. Received ring end of Oct 2023 and proposed. Employee mix up made me miss out on buying the adjoining wifes wedding band when on sale and then wouldnt honor sale price. They then midsized my (husband) wedding band so we got it mis sized. So they told us to return it and buy another and get refund in **** days, refund took over a month. Received husband wedding band and it was damaged and they claimed it wasnt even though it was. Fast forward december 22nd we got married and the next day after the wedding my wife was in our house and ******* just came out of engagement ring. So the ring was defective and didnt even last over two months. We were so beyond done with blue Nile and Dec 23rd went to the store in ******** ** where we had done all transactions and tried to return the ring and get full refund. *********************** (showroom manager) and ***** claimed they were sorry and would allow us to return it and get a refund as one of their options. Hours later they called and said maybe a refund and return could happen and they misspoke. Fast forward a month to January 21 ******************* stated they declined our return and we would not get a refund and she would try to get us a complimentary repair. We need to be refunded and allowed to return. We are creating a tik tok series regarding our experience, reaching out to attorney general and contacting *** 5 ******* Responds on our experience. If you accept our return and give us a full refund we will not go any further and I will delete my review. My complaint is way longer than **** characters and have names, dates, specific quotes, details, emails and everything to expose these practices if not refunded. We will be contacting multiple media outlets.

  

  Business response

  02/06/2024

  Details on our end indicate ***************** was refunded as of today. We apologize for any inconvenience that this has caused. We hope to be a part of your next journey, if and when that time presents itself. 

  Customer response

  02/08/2024

   
  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

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have bought a ring on 08/29/23 for ********. Order #**********. The Est. Shipping was on 9/14/23. I returned this product sometime in September after receiving this ring. Since then, I have not received a refund. There was an email by Blue Nile that states the refund was processed 10/23/23. I have not received that fund nor did my bank receive a wire transfer. I have reached out to Blue Nile numerous times to get an update on this refund. I can easily connect to a member. However, they send requests to the finance team but I never hear anything back. It has been nearly 3 months and I cant seem to find any answer as to why the refund is not done.

  

  Business response

  02/06/2024

  We apologize for the delay and for the experience. We will touch base with ****************** point of contact and assist this matter through to a successful resolution. Last date of contact was 2/5/2024 at 11:26am PST

  Customer response

  02/13/2024

   
  

  I just wanted to let you know that my complaint has not been resolved with Blue Nile. I would like to proceed with the complaint process.

   

  

  Business response

  03/01/2024

  Regrettably, unforeseen circumstances have arisen that hindered our initial approach to resolving this issue promptly. In light of these challenges, we have decided to adopt an alternative path towards resolution to expedite the process. I assure you that we are actively working on this matter and will coordinate contact with you as early as Monday with a swift and comprehensive reply. Your understanding and patience during this time are greatly appreciated.

  Customer response

  03/11/2024

  Yes, I would like to reopen my compliant of not receiving a refund by blue Nile. Thank you

  

  Business response

  03/13/2024

  We will reach out to the customer to discuss the concerns. Details on my end indicate that all the necessary information requested by the customer, was provided and received on the customers end. Last date of contact was 3/11/24 @3:11pm PST 

  

  Business response

  03/13/2024

  We will reach out to the customer to discuss the concerns. Details on my end indicate that all the necessary information requested by the customer, was provided and received on the customers end. Last date of contact was 3/11/24 @3:11pm PST 

  Customer response

  03/20/2024

   
  Complaint: 21180758
  
  I am rejecting this response because Blue Nile states there was a refund but my bank has not received any refund. The trace number from Blue Nile also does not appear according to my bank.

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

  

  Business response

  03/25/2024

  The requested and necessary information has already been shared with **************. A representative will be in touch to follow up on the information that was already provided. Last date of contact was 3/25/2024

• Initial Complaint

  01/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased $2885 worth of rings on December 22, 2023 and paid via bank wire. Ten days later, Blue Nile says they received no wire. I initiated a wire trace with my bank and magically, Blue Nile finds my bank wire. Irritated at this point, I canceled my order on January 3. I provided my banking information and wire instructions as requested by a customer service representative. I was told the accounting team would process my refund, likely by the end of next week. This was last week. No funds have been wired back to my account. I call and chat with representatives and am told the money will show up any day now. I now have a financial emergency and need this money. They will not refund me.

  Customer response

  01/16/2024

  Update to my initial complaint regarding Blue Nile - they are now telling me the refund was sent back ******** on Jan 8 ****. This is a LIE. My credit union makes wires available the same day it was received. I have checked with Navy Federal, my banking institution, and no incoming wire was received from Blue Nile. Either they are lying or they sent the money to someone elses account. I am outraged. I never received an email telling me my refund was processed and now all of a sudden it was supposedly wired back January 8? They have not provided a confirmation number to track this mystery wire because THEY NEVER SENT IT TO MY ACCOUNT. Its a lie. Refund me TODAY, Blue Nile.

  

  Business response

  01/18/2024

  Our records indicate a refunds was successfully processed 1/9/2024. It takes anywhere from **** business days for the customers financial institution to reflect these funds on her end. We have already advised for customer to check back in with the bank. Last date of contact 1/18/2024 @9am PST

  Customer response

  01/18/2024

   
  Complaint: 21150373
  
  I am rejecting this response because: no refund has been received. If it was sent ********, I would have received it. If it was processed via sch I would have received it. Where is the confirmation number? Tracking information from the bank? This is a lie. I have checked with my bank four times. No refund was processed. Im 
  
  Sincerely,
  
  ***********************************

*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. ↩