I purchased an engagement ring from Diamondere for my partner on November 29th 2024. I knew that he planned to propose on a trip we took in March and I’d hoped to return the favour by proposing to him as well. The ring arrived on December 19th, however it didn't look like what I ordered.I reached out to them and not once did they acknowledge that a mistake must have happened as the ring wasn't as they marketed. They did, however say that they wanted me to be happy with my purchase and offered to remake the ring. I shipped it back to them on January 4th, and they gave me an estimate of three weeks until it was shipped back to me.Unfortunately, throughout this process, there were multiple delays with zero communication on their part unless I reached out first for an update.February 7th (three weeks after they received the ring): Delayed until February 21st (two more weeks). They requested that "I appreciate that handcrafted jewelry takes longer than off the rack, mass produced jewelry" and that "compromising on the quality of craftsmanship in order to meet deadlines, is not what we do at Diamondere".February 22nd (one day after their new delivery estimate): Delayed until February 27th (the “last and final delay” per their rep). February 27th: Delayed until March 7th. They were aware that our flight left early on March 7th and that nobody would be home to receive the ring. I informed them that I’d have to cancel the order and was told, “we are doing everything in our power to expedite the quality check process and ensure your order is on its way to you as soon as possible.”March 4th: I officially requested a cancellation of my order. I’d accepted the fact that I’d have no ring to propose to my now fiancé with on our trip. I also asked for a shipping label so that I’d be able to return the complimentary diamond studs that came with the ring as part of a Thanksgiving promotion. Suddenly, the ring was ready, and the new delivery date was March 6th. March 5th: I was given a tracking number and told “This number should start showing movement by the end of the day, today.”March 6th: They canceled the order and said that they had "processed the refund of $$ to your account". They said that it would take a few days for the refund to show on my statement and requested that I ship the complimentary studs back to them, which I did the same day. March 11th: They received the studs and told me that they only THEN processed the refund. Later that day, I still did not see a refund in my account, and as I was thoroughly sketched out by the company at this point, I filed a dispute with my bank. March 12th: Diamondere reached out to me the next day asking me to cancel the dispute and said THEN they’ll process the refund. The refund that they previously told me twice had ALREADY been processed. I refused, and my bank settled with them. I missed out on a once in a lifetime opportunity because of this company. I was put through weeks of worry and having my hopes brought up, only to be disappointed at the end. I cannot warn others enough- STAY AWAY from this company.EDIT: After my initial review, the Head of Customer Care reached out and took full responsibility for their multiple failures in communication and service. She also outlined changes they’re making based on my feedback. Diamondere has since returned the diamond earrings I sent back, plus $200 in store credit as a goodwill gesture. While I wish my experience had gone differently from the start, I do recognize their effort to make things right and her honesty in admitting their shortcomings.
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Create hand-crafted fine customized jewelry with a century old brand. We source natural gemstones from around the world for our beautiful gemstone jewelry. Free certification, engraving and shipping on all personalized jewelry!
