Houston Diamond District — Local services in Houston

I purchased the Bangle Bracelet, 4 ct. for my wife for Christmas (12/10/2024). It was too small and per the package insert, I contacted the company to arrange a return for resizing via email and phone. No one responded to my email and phone number went to voicemail The first vm I left a message after that the mailbox was full. Finally, on 12/30/2024 I received a live person but they would call me back in 2 weeks because their Supervisor was on vacation. (No one called me back) On 1/2/2024 I called Nick's cell phone directly and was told to wait 2 weeks before I return it because it would take that long to reorder the bracelet, and I would be charged an additional $190.00 for the extra gold. On 1/15/2025 I FedExed the return. On 1/23/2024 I contacted the company and informed them I had not received the 7 1/2" bracelet. I was told there were storms and they had been closed and that my bracelet would arrive by 1/27/2025. On 1/30/2025 I again contacted the company and told them I had not received the bracelet, was told again it should arrive this week. I said I wanted to cancel my entire order, I did not have confidence as it took so many phone calls and excuses to get through to them. On 2/3/2024 I again spoke to Nick and let him know I was contacting Amazon and reporting fraud. The next day I received a bracelet via FedEx, it was not resized and remained the 7" size that was too small. There was no documentation in the box. I contacted NIck again and said I have no documentation, appraisal etc. in the box and bracelet is the same size as the one I returned. He said to send him my email and he would send me the documentation for total ct. and size. I never received anything via email. I contacted them again on 2/4 & 2/6 requesting a full refund and to start the return process, and was told that it was now past 30 days and I could not return it, to take it up with Amazon. I explained that the whole return process was started in the 30 day window. They used stall tactics to drag this out to expand beyond the return policy. This was a $2600 bracelet and this is the run around I continue to receive. As it is now, the issue has been escalated to Amazon for review.

They are difficult to get a hold of and continually make excuses to explain delays and lack...

My experience with Houston Diamond District spans 6 years. In 2018 my then fiancé purchased my engagement ring from Amazon. It arrived in perfect condition and was everything we had hoped for. In 2022 we ordered the matching bands by contacting them directly by phone. Several emails later to ensure a perfect match and we had the matching bands. In 2023 I was married and made a huge mistake by taking my rings to be soldered locally. The local jeweler soldered the rings incorrectly with the engagement ring twisted to the side, ruining the 3 bands by soldering together the prongs that held the diamonds and then refusing to attempt to disassemble the rings to correct their error. I called numerous other local jewelers who were afraid to become involved for fear of further damaging the rings. With nowhere left to turn I called Houston Diamond District in 2024 to see if there was any way they could help me. After several calls and emails, the rep taking suggestions back and forth to the jeweler, discussing all of the possible options, and sending pictures though email we all agreed the best and most economical course of action was to remove all of the diamonds from my damaged rings and place them in 3 new gold mountings. I shipped my rings 2.5 weeks ago and received it back today. It is perfect in every way! I can now look at my hand without feeling the shame of having ruined the rings my husband so lovingly picked out for me. I cannot begin to tell you how much I appreciate their open and honest communication, the time they spent on helping me even though the rings were initially purchased long ago, and the flawless customer service they have provided since 2018. I am forever grateful and wish this company and its fantastic employees nothing but continued success now and in the future. Thank you all so so much for having restored my...

Initially, I was very happy with the customer service provided by Nick & Nathan. However, after the money was exchanged, the customer service went completely downhill. When I received the ring, it was 2 full sizes larger than I ordered. When I made them aware, they did offer to re-set it in the correct sizing but said it would take 2 weeks to order it. Inside of those two weeks, one of the side diamonds fell out of the ring due to not being properly secured. Because of this, I took it to a local jeweler who noticed several other loose stones in what they called a "cheap Chinese setting". Because of this, I decided to purchase a similar, more secure setting from my local jeweler and have them re-set all the stones, at an additional cost of $1200. Furthermore, the appraisal provided with the original ring was for $15,000 more than the appraisal I received from the local GIA certified jeweler for the exact same diamonds, in a very similar setting. That's not a typo, there was a $15,000 difference in valuation between the two jewelers. I sent two emails to Nathan and Nick trying to figure out how there could possibly be such a large discrepancy on valuation as I wanted to give them the opportunity to explain. However after several weeks I received absolutely no response from either of them. Hardly the experience you expect as a customer who spent five figures on an engagement ring. I encourage the owners to respond to this post with an explanation as they have ignored all of my previous...