VRAI San Francisco — Local services in San Francisco

Vrai has decent stones and ok products off the shelf, but is absolutely unequipped to do quality, timely custom work.

First problem: Customer's can't actually talk to the jewelers or the designer yourself (you know... the actual experts building your dream ring). You're stuck in a game of collaboration telephone through intermediaries with big delays between responses. It took 41 days: 38 emails, many phone calls, several in person visits, and finally getting their designer, Snait, on a video call (as a rare exception) for to produce a design that resembled our specifications. Every single question took multiple days, several emails, and usually a phone call to get a response.

Second problem: They are unable to deliver on time or even close to it. After our lengthy back and forth we finally confirmed our order, I paid immediately and they promised it would be out shortly. Shortly it turns out means 3 weeks. For those counting, that's 62 days now since initial stone purchase. For most of this time, unless I physically dropped by the store or called them my only updates were an obviously scheduled in advance drip campaign of emails talking about the jewelry making process (I'd been led to understand I'd get real updates from the jewelers about where things were with our ring so I felt quite betrayed by this). Leigh, the store manager, flat out lied to me multiple times about the timing and status of our engagement ring.

Third problem: Vrai can't get it right or fix their mistakes. We received the ring and as overjoyed as we were to finally have it in hand, the prongs (those things holding your shiny rock in place) were obviously wrong. We went into the store to talk through the issue (I'd long realized that email and phone calls were not clear enough) and Leigh, our store manager again, tried to gas light us that the mistake was actually something we'd requested! Queue up another 58 emails 18 phone calls, and 47 days of frustration and poor communication and lack of updates. At one point, they even tried to charge me an additional $250 dollars extra despite promising to do the work for free. At another, when I asked them where our ring was being shipped (the store or my own address) they didn't know and couldn't figure it out for 3 days. I honestly thought they'd lost it.

For those counting that's three and a half months, more than 100 emails, many phone calls, and at least 5 in store visits to get the job done.

Credit where credit is due: Renita really did her best to work with us through the whole process, but she seemed to be undermined by company policy and even by her own boss in her attempts to provide good customer service and clear lines of communication.

I hope others can avoid the heart break, stress, and frustration that my partner and I endured. Save yourself! Don't buy custom here....

Rating: ⭐⭐⭐⭐⭐ (5/5)

I recently had the pleasure of visiting VRAI, and I must say, it was an extraordinary experience from start to finish. As my partner and I embarked on the journey of selecting diamonds and rings, we were fortunate enough to have Antonio as our dedicated representative. His profound knowledge and genuine passion for the craft left an indelible impression on us.

From the moment we stepped into VRAI, we were greeted with warmth and professionalism. The ambience of the showroom was elegant, and the attention to detail was truly remarkable. Antonio took the time to understand our preferences, guiding us through the entire diamond and ring selection process with unwavering patience.

What truly set VRAI apart was the personalized approach they offered. Antonio's expertise was awe-inspiring; he not only educated us on the intricacies of diamond quality, cut, clarity, and color but also shared fascinating insights into the craftsmanship and ethical sourcing practices employed by VRAI. His commitment to transparency and sustainability was truly commendable.

Antonio's ability to translate complex information into layman's terms was exceptional. He answered all our questions with precision and clarity, ensuring we felt informed and confident in our decision-making. Through his guidance, we gained a deeper understanding of the diamond industry, enabling us to make a well-informed and conscious purchase.

The vast selection of diamonds and rings at VRAI was astounding. The attention to detail in each piece was evident, showcasing the mastery of VRAI's artisans. We were able to explore various styles, settings, and customization options, allowing us to create a truly unique and meaningful piece of jewelry that perfectly reflected our vision.

Throughout the entire process, Antonio's professionalism, patience, and genuine enthusiasm shone through. He was attentive to our needs, providing invaluable recommendations and ensuring that every step of the way, we felt supported and excited about our purchase.

In conclusion, our experience at VRAI was nothing short of exceptional. From the moment we set foot in the showroom to the guidance provided by Antonio, we felt like valued customers. The knowledge we gained and the personal attention we received were beyond compare. We eagerly anticipate making our purchase, confident that it will be a testament to the extraordinary craftsmanship and commitment to ethical practices that define VRAI.

If you're seeking a diamond and ring buying experience that surpasses all expectations, I wholeheartedly recommend VRAI. Ask for Antonio, and prepare to be amazed by the level of service and expertise that awaits you. VRAI truly exemplifies what it means to provide an unforgettable experience in the world of...

Experience is not directly related to this location, as others seem to have a better experience ring shopping in person.

I was gifted a necklace from here in 2022, tiny diamonds on a rose gold chain. I wore it for a few months, and it broke while I was wearing it. I only found it in my clothing at the end of a day while on vacation. I got busy and hadn't gotten around to requesting it to be repaired until around the holidays to which their repairs are closed during the holidays. Then, once the piece was received, their facility closed and had to be transferred to another facility. It took about two months for them to finally receive the piece to determine that it was not a manufacturer defect for why the necklace broke (seems similar to some others experience in the reviews). Keep in mind, to send the piece in for repair, you have to place a $50 deposit. Once they determined it was not a defect, I was then asked to pay an additional $25 to fix it. At this point, I was annoyed at the 20+ message email chain and just paid it to be done with it.

I received the piece in May 2024, and wore it for about 3-4 weeks. It. then broke AGAIN while I was in the hospital (laying in bed), just completely broke in the middle of the chain. I was so irritated! I reached out again to them indicating that it broke again, and at this point didn't want to deal with the horrors of numerous emails and sending in again and just wanted my $75 back from the original repair. They were adamant that they would not refund the amount paid for the repair as it was not "defective" -- basically passing the blame to me for why the piece broke...

They had FINALLY agreed to waive the $50 deposit to have me send it back, and I was packaging the necklace to send back and it got snagged on the cardboard edge of the box and broke AGAIN (at the same place as the first break). I ended up losing the second smaller piece that broke off. At the end of the day, this is too much work for a $400/500 necklace. I don't even see it on the website anymore which is good because clearly the chain is such poor quality that it breaks at any small opportunity. They will not refund my $75 from the original repair (which ended up being ineffective because it just broke again after wearing for a few weeks). And now that it broke in two and the other part of the chain is missing, I would need to pay even more which at this point is not worth it.

TLDR: Maybe for engagement ring shopping, there is a better experience and warranty. I would advise against purchasing other...