Diamonds Direct Cleveland — Attraction in Beachwood

My experience buying our wedding rings was great, 10/10 customer service and very timely. However, three years later one of the stones from the inside of my engagement ring has fallen out. I took it up to be replaced, worked with Katie to order the right color stone, and got my promise date in two weeks. That two week mark comes around and it’s my promise date and still haven’t received a call so I call the store to check on the status and get attitude right away for calling before they called me. The older blonde lady I was speaking to informed me I could receive a call by the end of the day (6 for the back office and 7 for the store) I tried explaining how that would not give me enough time to get there since I live on the far west side and she cut me off to call the back, then informed me it would be ready within an hour. I show up to pick up my ring and it’s the wrong color stone. They offered to order two others in so I could compare and pick out the right color (this was on a Tuesday) and said they would be in and give me a call by the end of the week. The end of the week comes around and I got no call, had a busy weekend and didn’t remember to call again until the following Monday. I call Monday and get the same old lady with the attitude and she said the woman who handled my order “isn’t in today” and will give me a call “tomorrow when she is in”. At this point I’m confused and frustrated why it had to be that specific person, and why nobody else was apparently capable of calling me to have me come in and look at some stones, but anyway I say okay and wait all day Tuesday with no call (my schedule was busy anyway so wouldn’t have been able to come in) so I called Wednesday and finally got some help. Katie helped me pick out the stone and said in one week it would be ready since this process has already taken so long, I say great Wednesday would be perfect since I’m going out of town on Thursday. So today is Wednesday, I called to see what time it might be ready and am told a “machine went down and jeweler is backed up” that the ring is on his desk now and will be ready tomorrow 🙄. It’s a tiny stone that doesn’t take long to put in so I’m pretty sure my ring has just been sitting back there forgotten about until I called. Now I’ll be out of state without my ring and what should have been a simple two week fix has now turned into an almost 4 week run around. My impression is this place only cares about customer service when a sale...

Working with Derek and Ben at Diamonds Direct in Cleveland was a great experience. They were informative and focused on helping me design a ring that lined up with what my fiance wanted rather than trying to get a quick sale based on their in store inventory.

Where they really shined though was in helping resolve an issue that occurred after the purchase was complete. Unfortunately, the center stone on the ring came loose after a few months. When it did though, they jumped right in to help solve the problem. They discussed the issue with their in house jeweler and they decided that the best course of action for a proper repair was to have the ring recast by the original designer with a dual prong setting. They were concerned that the other repair options would either fail again or take away from the rings aesthetics.

My fiance was concerned, because she was afraid the ring wouldn't look the same when she got it back. The way the center stone was perched on top of the halo was unique, and one of the things she loved about it. Derek worked directly with the designer to make sure that didn't happen. He actually turned down one of the CAD designs they sent over initially before it ever made its way to us because he wasn't happy with it. We saw the rejected CAD later and I would have assumed it was fine, but he could tell it wasn't an exact match.

Ultimately we got the ring back, and it really did look identical to the original setting (outside of the necessary alterations to make it more secure). What impressed me though was the fact that he kept in constant contact with us, and although there was no money to be made from the transaction at that point, we were still treated like we were the most important customers he was dealing with. It could have been a much more difficult situation than it was, and that seemed worthy...

We have been customers of Diamonds Direct for 2 years now. Why? Because of their exceptional Diamond Expert, Amy Bartkowski. Amy has the gift of knowing what you are looking for before even you do. She has the ability to translate what you say into a beautiful one of a kind diamond ring. Last year I wanted to design a ring to honor both of my parents using diamonds, sapphires and emeralds. Together we designed a gorgeous ring that is a stunning tribute to both of my parents. Give Amy a vague idea of what you are looking for and she will produce exactly multiple ideas from which you can either choose or custom make.

We met Amy 2 years ago. I would like Diamonds Direct to know what a "gem" of an employee they have in Amy Bartkowski, Diamond Expert. We came in to purchase a diamond band for my birthday, however it was not in your showroom. I explained that there were 3 rows and the ring had baguette, oval and round stones in it. Amy got on the computer and immediately located the ring. She is professional, extremely knowledgeable, professional and very approachable at the same time. When we came back to Diamond's Direct to pick up my ring, Amy showed us the most stunningly gorgeous engagement ring based on the ring I was given for my Birthday. We never intended on purchasing an engagement ring, but showing us that engagement ring, we were blown-away. She gave us a crash course in diamond education so that we clearly understood what we were purchasing and what GIA Certification meant. Never did she rush us, or make us feel like there was anyone else in the store but "US". This engagement ring is Breathtakingly Beautifully with a excellent balance between the center diamond and the surrounding diamonds. And amazingly, the triple band diamond ring we first purchased nestles perfectly with my engagement ring!! Thank you for...