I went in to purchase a setting for my engagement ring and spoke with both Victor and Ken during my visit. Victor was the sales associate who assisted me in selecting the setting, and after we agreed on the style and price, I left my diamond with them. They assured me they would contact me once the ring was ready.Weeks later, Victor texted saying the ring was done. I returned to the store, only to find my diamond placed in the WRONG setting and not the one I had chosen. Thankfully, I had taken a picture of the correct setting during my last visit, so I showed it to the staff, including the general manager Daniel. Once confronted with the proof, they admitted the mistake and placed a rush order to try to get it fixed in time. That should’ve been the end of it but unfortunately it wasn't. Things got even worse! A few days later, Victor calls me and has the nerve to say, “I heard you didn’t like the setting you picked out and requested a different one.” I told him the setting they initially ordered was not what I chose. He then flat-out told me, “No sir, that was the setting you picked.” At that point, I asked to speak to a manager because I was highly upset and refused to be called a liar.Victor transferred the call to Ken and as I tried to explain the situation, he started yelling at me over the phone and threatened to cancel the order. I told him I didn’t want to cancel, I just wanted to make sure the right setting was ordered this time. Instead of apologizing or offering any sort of customer service, he doubled down saying Daniel and the team had “taken care of it” and I’d get my ring soon. No empathy, and zero professionalism.When I went to pick up the ring (again), both Ken and Victor were there. I showed Ken the picture of the correct setting and guess what? He admitted that yes, that was the one I had originally picked out. So they finally acknowledged the mistake and yet... Ken STILL kept yelling at me and threatened to cancel the order AGAIN. What kind of customer service is this?Since my proposal date was fast approaching, I had no choice but to pay the remaining balance just to get the ring and be done with them. Only after I paid did Ken decide to calm down and actually listen to what happened. I told them the mistake happened because while I was taking a picture of the setting I actually chose, Victor grabbed a different one and entered the wrong serial number. It was a simple mistake, but the handling of it was completely unacceptable.Mistakes happen but this wasn’t just about a wrong order. This was about how horribly they treated me from start to finish. The customer service provided by Victor and Ken was beyond terrible. I will never purchase anything from Diamonds Direct Atlanta again, and I strongly urge everyone to stay far away.
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Diamonds Direct offers an unmatched selection of engagement rings, loose diamonds, wedding bands, gemstone jewelry, fine jewelry, and more. We are a true direct diamond importer, cutting out all the middle man markups. Our selection, education, warranties and guarantees create a no-risk shopping environment that is customer focused and flexible to ensure we maximize the customer’s budget and exceed their expectations.See more
