Diamond Nexus - Corporate Headquarters — Local services in Franklin

My wife wanted to celebrate our Anniversary with me receiving a new ring. Since I had purchased items previously from Diamond Nexus without an issue, she tried to surprise with a new ring.

Unfortunately, what she ordered and paid in advance for was never delivered. She spoke with a nice gentleman named Tyler. He couldn't make her happy because the 18k ring that was stamped 14k, was supposed to be a special order. Meaning their jeweler would make a ring from scratch. However, in him looking into the situation he realized that the order was never started. He apologized and agreed to give my wife a full refund as they had not complied with the terms and agreement of her order. Not satisfied but willing to resolve the issue my wife agreed with Tyler that she would receive full refund.

After every thing was done and some days past by, a young lady named Maria sent my wife a nice and nasty email. Insinuating that the ring was an 18k and she was wrong for sending it back, but her options as she sees it, are to take what we sent you or we'll take 20% from the full price you paid us and that was supposed to be that.

My wife still trying to be diplomatic and work with the company not Maria. Maria feeling like she has us over a barrel wasn't having it! More nice/nasty emails came.

Finally, Maria made the claim that she was going to send a ring, that we had not seen, to a third party , that we did not know, as if we had to believe him since we didn't believe her! This was so absurd until I just called the lawyers but they informed me that under Texas law there's a procedure for fraud that must be adhered to before any legal actions can take place. In Texas fraud can be intentional and/or unintentional but still fraud/deception and the burden is on the company.

Think about it. This employee has put a corporation in legal jeopardy all because she has a bad disposition. What ever the price of the ring, it won't be worth the legal fees and reputation that follows. But we're willing to spend thousands to get justice.

Long story short, Diamond Nexus is not the company it use to be and as a consumer I'm very disappointed in their new management style (take it or we take your money). When employees would rather argue with customers than resolve issues, they will be out of business soon. Not...

My husband and I decided we wanted to keep our wedding costs down (including the jewelry) when we discussed marriage and I mentioned lab created diamonds to him as an option I was interested in. Just under four years ago he ordered my ring which was lovely, though it had a minor design flaw in one of the cutouts on the side. When I sent it in for resizing I asked if they could fix that, which they didn’t until I sent it back in a second time and requested that it be fixed (they chose to send me a replacement ring, which was fine). That scenario was a bit frustrating as I had a short engagement and didn’t have my ring over the holidays, but when I did receive the replacement ring, all was well.

Now here’s the reason they get five stars from me. I am extremely hard on my hands and me jewelry, even though I make sure to always remove my rings when working out or doing farm work. After almost four years of daily wear, my ring has some minor scratches on it and I noticed a chip in the center diamond and light scratches on the diamond itself (because lab created are a bit softer than natural diamonds, if I’m understanding the science correctly).

I looked up the warranty lifetime policy on the website and it said the diamonds are covered for life, though I expected to pay for shipping, and was just going to ask if they could polish the diamond to smooth it out, since I’m the one who’s super hard on my jewelry and we didn’t take out an extra warranty policy.

Nope, they did even better! I had a short email exchange with customer service to verify my diamond could be checked out, and they sent me a shipping label. A few days after I sent it it, I saw on their repair order that they not only would replace the diamond, they would polish all the scratches on the metal from my wedding band rubbing against it, AND redo the rhodium plating. ALL with no charge to me.

I’m so impressed and thankful for that kind of service which goes above what I asked and would have expected. I definitely plan to purchase more fine jewelry from them and will continue to recommend Diamond Nexus to anyone considering a budget-friendly lab created...

Recently got engaged and have been super excited to receive my ring. Unfortunately the wrong size was ordered. Naturally I was a bit upset, but this was our own fault. I called about getting it resized. Now, I understand having business practices, but when your websites state the first resizing is free, I would expect it to be free. I talked to a customer service agent and she stated it was listed under the engagement ring that fees may apply. Perfect found it there. It’s listed. Cool.

On my call trying to get it resized I was informed that it will actually cost me $150-$300 to have it resized because a size 11 is “custom”. THIS IS HALF THE COST OF THE RING! However, if I was to order a size 4 and have it resized to a 10, that’s free. I’m sorry but as a consumer, in what world does this make sense?? Nothing like having to pay the fat girl tax for an engagement ring. I started looking around at other sites and of course, I can’t find an 11 anywhere. I understand that there is more material needed to make a size 11 ring. I get that. There is more material needed for a ring going from a 4 to a 10. But that’s free? Nothing like feeling shamed for having chubby fingers. I still haven’t decided if I plan to return the ring and have it resized or returned all together. I am just super disappointed with Diamond Nexus and their sizing practices.

EDIT: When I took the ring to a local jeweler, they told me it would be $35 to resize the ring from Diamond Nexus, not $300. So you go ahead and feel good about yourself charging that, I will gladly take my business elsewhere. I ended up going to that same jeweler and they charged me nothing to resize my new ring from a 7 to a 10.5, and it is a REAL diamond. The ring was returned to you at 10:09 AM today. I'll be keeping an eye out for my...