Diamond Heaven London — Local services in London

Bought a ring from the London branch that was just above 1ct, I had planned to propose abroad and the branch communicated that this wasn't an issue at all.

Once I received the ring, I flew abroad and proposed, which of course was followed by many dinners celebrating the engagement. One of my relatives is well versed in diamonds and when I mentioned the size, she immediately called out that it was too small.

Of course, I initially expected her statement to be incorrect, I had seen so many positive reviews and Diamond Heaven has so many branches - How could they give me the wrong ring? I came back to the UK to settle the question and went to the Birmingham branch, who immediately knew it was the wrong size (less than half the size). If I had not brought it back to the store, I would have not known this at all.

Some may question how I could not tell it was the wrong ring: Firstly I had the certificate for the correct ring, who am I to question the "specialists" about whether I got the correct product? Secondly, no one expects to receive the wrong product, especially at this price point. Lastly, on the day I was picking up the ring, I was genuinely over the moon to see it in person and share the news to my best friend, which I admit may have affected my own judgement.

Of course I was frustrated, but mistakes happens. But after all this, the manager from the London branch reached out to recitify the situation and offered a £50 compensation, I was insulted by this offer, considering I had spent thousands on this ring - not including the fact I proposed with the wrong ring and we had to continue to have these celebratory dinner without a ring! I had communicated this and the manager at London said that it was "above my pay grade".

After this conversation I decided to liaise with the Birmingham branch to resolve this issue moving forwards.

The senior management from London reached out to rectify the situation, but it was clear that the Director is purely focused on profits rather than customer experience. I quote: "(the director) would be willing to give a further £50, but if you would be willing to not change but take down your review on Google then he is willing to offer more at £150."

Although I've seen many great reviews, my experience with Diamond Heaven London has been abyssmal and I would not recommend them in the slightest.

I do have to give Sarah at Birmingham branch credit as she has helped us through rectifying this whole situation and her customer service is...

From researching different jewellers, Dimond Heaven kept coming up as one of the highest rated, best reviewed options, that along with its professional website I was sold on at the start and had to book an appointment. On first impressions when first visiting Hatton Garden in can be overwhelming with all the different jewellers but don't be swayed, when you enter Diamond Heaven it's a really welcoming, calming and enjoyable experience away from the hustle and bustle. I went with an idea of the type of setting my partner liked and had done some research on the main points to consider when choosing a diamond, but by no means was I an expert. Thats where Arran played a massive part, he walked me through the different settings available in the style my partner liked and even advised, based on his experience, on certain types of designs that could be a little more niché and unless requested could be a little risky. He gave me plenty of time to ponder and narrow down my choice without making me feel rushed or as if he was trying to drive a sale. Next we moved onto picking the diamond, he walked me through the different diamonds in my price range trading off size and quality; even explaining how the different characteristics of the diamond affect the look which ultimately led me to choosing the perfect diamond for my partner while keeping the ring within my budget. Again, there was no pressure around spending more than my budget or driving a sale, and again Arran was very patient.

After picking the ring, having it delivered and proposing to my partner (thankfully she said yes) we needed to return the ring to be resized, which Diamond Heaven were completely accommodating of and offer completely free of charge for the first resize in the first 12 months. When arriving at Diamond Heaven we were welcomed and treated in exactly the same manor as if it was our first visit.

After receiving the ring back from resizing, unfortunately one of the diamonds on the band had shifted slightly but Arran at Diamond Heaven was extremely helpful, apologetic and accommodating in getting the ring back in, resetting the diamond and getting shipped back to us fully insured in a speedy manor to negate the impact of this adjustment. To summarise, overall the entire experience with Diamond Heaven has been 10/10 and I would highly recommend to anyone and everyone! Thank you again Arran for making our ring choosing experience...

I'm only giving more than 1 start because the rings actually look good. However...

October 2019 we went to choose done wedding rings. Went all good, helpful people, nice options, low price. My ring was with matte finish. A couple of weeks later we had the rings, although the hallmarks, required by the law, were missing from one of the rings. We asked the gentleman there to fix this and while doing so, just add some engravement. We were positive and optimistic. When we went to collect the rings, we realised that the engraving was now there, but the hallmarks were still missing. This was the second issue. When we went to collect it the third time, with deep disappointment we found that the hallmarks are now there, but the engravement is gone! So again, we went there for the fourth time! Due to COVID-19 our wedding had to be rescheduled, so we got married at the end of August. We found that the rings were too big, so we went (the sixth time) to use our first time ring resizing on the 23rd of October 2020. I went to collect them on the 29th of October (this was the 7th time I was there) just to find that my wife's ring is missing the engravement AGAIN! If this was not enough, my matte finish ring was suddenly POLISHED AND GLOSSY! Here came the second lockdown, so were waiting for our rings until after the lockdown. Went to collect it, hoping that we could finally wear our wedding rings. HOWEVER!

MY WIFE'S RING WAS MISSING THE HALLMARKS AGAIN!!!

We had to go there again to return the ring and another time to collect it again! After more than a year they were still unable to give us the correct ring, this is completely unprofessional! They cost us time and travel expenses just because they could not complete one job right!

After many complains they agreed to do all as it was supposed to be at first time. Today, the 12th of December, my wife went to collect the ring and was surprised with a receipt to pay for engraving, resizing and the hallmarks! So they did not have enough shame after more than a year of struggling with their unprofessional approach to actually ask for money after they fixed all their mistakes! Obviously she refused! They then agreed to let it go, when they realised that we are not paying for their mistakes...

If we had any other problems with the rings, we'd rather buy new ones from a...