Blue Nile — Local services in Bellevue

I want to tell everyone to stay away from purchasing from Blue Nile. We are very upset and disappointed with the diamond upgrade process and misleading information Blue Nile customer service department provided. I have made many purchases from Blue Nile in the past and never had a complaint. This experience was a different story. We purchased a diamond upgrade, and unfortunately got Amber U as our contact, she said the diamond was affected by storms but couldn't tell us where or when it would arrive. We waited four more days, until Thursday, for an update and I had to call to get answers. She said the ring was likely to ship on Friday, so at that point, I changed the shipment location from Portland to Bellevue and told Amber about my plans to surprise my wife with the ring. She never mentioned that changing the shipping location would cause the shipment to be delayed. She claimed the system could not calculate the tax properly. Amber made no effort to follow up Friday morning or to pass the order onto someone else to follow up. Amber emailed me on Friday at 4 pm and said the ring will not ship and will not arrive on Saturday. She knew I had plans in place to surprise my wife and I didn’t even want to go home to tell my wife the news. She was heartbroken and we were very upset. We tried to call Amber 3+ times to change the shipping back to Portland and she dodged our calls but replied to an email to us in between our calls asking if we are sure we wanted the shipping switched back to Portland and if next Saturday was okay. We were pissed at this point and called customer service and talked to other rep and asked for a supervisor, none were available of course and requested a call back in the morning. Saturday morning, we didn’t receive a call from a supervisor, so we called and asked for a supervisor but none were available again. Then at around 11am we finally were able to reach a supervisor, Chris K, and got a completely different story that the diamond hadn’t even arrived in Seattle yet. This was all new news to us, Amber mislead me into thinking the ring was done but the system couldn’t calculate tax. Chris didn’t have an answer about why Amber would tell us that and mentioned they would try to compensate us once we pick up the finished ring. Chris followed up with an email stating “I will have all of our leaders' eyes on your order.” And someone will reach out to us on Monday with a status. I never received a call or email from any of the supervisors on Monday and by 5 pm I was so pissed off I called each of them and left them a voicemail asking for status on my order. I also reached out to customer service to see if they could tell me what was going on, and this rep said “if the diamond is coming from India, it could be delayed due to monsoon season” like I care at this moment. About an hour later I finally received a call from Marc, a customer service supervisor, stating the diamond showed up and will be assembled and shipped on Tuesday. I was pleased to receive a call back and asked him to provide an update on Tuesday. At 11 am on Tuesday, I receive an automated email stating the ring wouldn’t ship until Thursday!!!! I was very busy and forwarded the email to Chris and Marc asking for a status and didn’t receive any update. Stewing for 2 hours, I received another automated email confirming the shipping day was Tuesday to arrive on Wednesday. I can’t believe Blue Nile supervisors would not respond to my emails and or give me a call to tell me the first email wasn’t correct and that the ring would ship on Tuesday. It’s no wonder the customer service rep’s support is so bad if their supervisors treat their customers this way. It seems like no one has any compassion for their customers and could care less about making buying a ring a special occasion. Blue Nile has lost a customer for life and I will always tell others how we were misled and mistreated and to not buy...

My experience actually started really great with Blue Nile with their selection and help from a consultant, but it all went downhill after my purchase was made.

The order was initially set to be delivered on a given date and I had to reschedule it a week prior to delivery due to the fact the package would need to be signed for which is understandable.

This caused a delay of another two weeks which I understood as I had made a change, but then on the date of delivery at 11:03pm I get an email saying my order was not able to be shipped, with a possible update of the following Monday.

Monday comes around with no update, I had to follow-up the next day only to be told “we don’t know where your package is, but we will let you know once we do”.

No call or email for 2 more days… then I call back to be given the same answer.

Then I call back AGAIN over a week after my package was to shipped to be given the same answer, apparently nobody could find my package.

Due to the delay I now needed to re-route my package to another location as I didn’t want my Fiancée-to-be to see the package arrive at our home, so I told every person I talked to at Blue Nile to please update the delivery address whenever they found the package.

Then I finally get an automated message saying my package had been shipped… TO THE WRONG ADDRESS.

I immediately call to try and get the address changed and they said they would try to update the address before it went out for delivery.

The next day I get an email saying my package would be shipped that day to the wrong address and the only person who was home was fiancée-to-be.

So effectively my surprise proposal was ruined by the lack of communication and nightmare shipping problems from Blue Nile.

It’s a shame that a company who prides themselves in great experiences and customer service failed me time and time again.

I will NEVER recommend...

Most Horrible Customer Service I have ever came across ! ONE STAR IS WAAAY TOO GENEROUS . I called in to ask about details and specs of diamonds, so I talk to the "diamonds experts" (they call themselves), like the geniuses from Apple. Let me tell you, they have very little knowledge, but what they have plenty is THE MOST RUDE ATTITUDE and demeanor. They talk over you endlessly without saying anytthing of importance, they don't listen, ...and they hung up on me couple of times. Can you imagine they HANG UP if you don't listen to their stupid lecture!, who needs to be lectured when we want to spend in excess of $ 8000 ?! My husband also called and they mocked him, and when he tried to explain in detail what he wants she rose her voice over my husband's voice to cover him so he had to listen to her about some irrelevant details and excusess,..and then she hang up also. On top of the DEPLORABLE, EXECRABLE customer service, they don't have almost any diamonds in their stock, neither do they have settings, they said it takes more than a month to do it from scratch (delayed time in which they probably use the money to invest ) they also claim that the diamonds you choose is all over the world!..hahaha! ( 5 other websites that i called have all the diamonds on hand and a ring from scratch takes ONE WEEK ),... then as a strategy scheme they point you to the so called signature collection or some other items to make you pay twice the money! Its just ridiculous the way they do business! In closing I encourage every single one of you to come forward and write about their bad experiences here, so we can change this aggressive and rude retail behavior that takes advantage of weak and uninformed...