DiamondereDisappointed customer

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I have ordered a ring from www.diamondere.com and it looked really nice and was worth the money but the size was incorrect and it was too huge. I wanted to get a smaller size so I emailed Diamondere but did not get a response. I also tried to call but they did not pick up the phone. I can't reach customer service and as a result I can't get the bigger size. So literally I'm stuck with a ring I can't even wear! So disappointed!

Responses

  • Di
    Diane C S Jan 29, 2017

    Ordered the Coriann ruby and diamond ring set in 18K yellow gold. The ring is beautiful, I must say. The problem: the ring I received was set with smaller diamonds than advertised on their website and the center ruby was larger than advertised but of very poor quality. Diamondere describes all their rubies as AAA rated and of superb quality and brilliance. Before purchasing the ring, I emailed Diamondere to ask if the 1.55 carat cushion cut center ruby could be increased to a 2 carat or larger and Diana emailed back saying that they were unable to set this ring with a 2 carat or larger cushion cut ruby and that they could set it with a 2 carat or larger emerald cut. I ended up ordering the 1.55 carat cushion cut, with 4 VS side diamonds and 2 round side rubies. When I received the ring from Mumbai India, the documentation says the center ruby is 3.01 carats. I took the ring to an independent appraiser and was told that the center ruby is 2.66 carats and of poor quality with very poor brilliance (10%-20%) and that one of the side rubies of poor quality has a feather down the center and if it had been prong set it would crack into two pieces. The independent appraiser is a master gemologist and said there is no such thing as a AAA rating and that it is merely a marketing scheme. Further, the certification Diamondere sends with the ring is also merely for marketing. I ordered and expected to receive a 1.55 carat center AAA superior quality cushion cut ruby, with 4 marquise VS diamonds weighing 0.72 carats, with two side round rubies of AAA superior quality weighing 0.06 carats. Diamondere is not being honest in their advertisement. What they state on their website is not what you will get! Classic bait and switch!!

    -2 Votes
  • Di
    Diamondere Feb 02, 2017

    @Diane C S I am Diana from Diamondère.

    Please allow me to explain a bit more in depth so you can understand where we're coming from.

    When grading gemstones, Diamond grading is structured with defined standards in the industry. A certain cut, color, clarity and caratage for a diamond is more or less standardized across the world. However, in contrast, for colored gemstones, there is NO globally accepted standardized grading system. This makes it very hard for people unfamiliar with colored gemstones to be able to differentiate between a good quality colored gemstone and a bad quality one.

    Based on that, Diamondere (along with quite a few other jewelers) have adopted the AAA, AA, and A grading system for colored gemstones. This is by no means a globally accepted standardized system, but just a way to be able to differentiate between the different qualities to make it easier for people not that familiar with colored gemstones to understand the way the gemstones are priced. We have written quality information guides at www.diamondere.com/blog which have been widely viewed and shared that talk about how we grade the gemstones to be transparent. We place a very high value on the color of the gemstone as opposed to the clarity. We believe clarity is more important for diamonds but a rich color is preferred for colored gemstones.

    Now since this system is not globally accepted, different gemologists or jewelers may have a different opinion on the grading of the gemstones. Jewelers such as the one that appraised your ring prefer gemstones with a higher clarity. I want to point out that though there was a difference in opinion on the way the stones were graded, your gemologist did appraise the value of the ruby and of the ring at $6, 200 compared to the $5, 030 that we had charged you for it!!

    So, I don't want you to think of it as "cheating" as we did charge you a lesser amount than what the gemologist appraised its value as which is consistent with our pricing.

    We understand that colored gemstone grading is complex and at times what we ship to our customers is not what they are expecting. This is exactly why we have a liberal 100 day return policy where if you are not happy with your purchase in any way, we take it back for a full refund, no questions asked. However, despite you saying you're unhappy with the ring you've chosen to keep it and not return it back to us.

    Regarding the certificate and diamond quality. In our effort to be transparent, we ship all our gemstones and jewelry to a third party gemological laboratory to evaluate and certify the gemstones, metal, and jewelry settings. This laboratory is in no way affiliated with us. We pay them to appraise the products the same way you pay your appraiser to value the ring independently. They issue a certificate after they've evaluated the jewelry, which we ship with the jewelry.

    I understand that while you were unsatisfied with your purchase, in accordance with our policies, we did offer you full money back for returning the ring back to us which you have declined to do. Furthermore, your own gemologist appraised the ring at $6, 200 compared to the $5, 030 that we had charged you for it. I'm uncertain of what else we could have done to make you happy.

    We're a small business and I take every customer's happiness in dealing with us very seriously. I am truly disappointed that we were not able to make you happy but I hope you can now understand where we are coming from and how our intentions were pure.

    I wish you the best in life and in your future jewelry purchases.

    Thanking you,
    Diana

    0 Votes
  • Di
    Diane C S Jan 29, 2017

    Ordered the Coriann ruby and diamond ring set in 18K yellow gold from www.diamondere.com. The ring is beautiful, I must say. The problem: the ring I received was set with smaller diamonds(0.60 cts.) than advertised (0.72 cts.) on their website and the center ruby was larger (3.01 cts.) than advertised (1.55 cts.) but of very poor quality. Diamondere describes all their rubies as AAA rated and of superb quality and brilliance. Before purchasing the ring, I emailed Diamondere to ask if the 1.55 carat cushion cut center ruby could be increased to a 2 carat or larger and Diana emailed back saying that they were unable to set this ring with a 2 carat or larger cushion cut ruby and that they could set it with a 2 carat or larger emerald cut. I ended up ordering the 1.55 carat cushion cut, with 4 VS side diamonds (0.72 cts.) and 2 round side rubies (0.06 cts.). When I received the ring from Mumbai India, the documentation says the center ruby is 3.01 carats. I took the ring to an independent appraiser and was told that the center ruby is 2.66 carats and of poor quality, being extremely included with very poor brilliance (10%-20%) and that one of the side rubies of poor quality has a feather down the center and if it had been prong set it would crack into two pieces. The independent appraiser is a master gemologist and said there is no such thing as a AAA rating and that it is merely a marketing scheme. Further, the certification Diamondere sends with the ring is also merely for marketing. I ordered and expected to receive a 1.55 carat center AAA superior quality cushion cut ruby, with 4 marquise VS diamonds weighing 0.72 carats, with two side round rubies of AAA superior quality weighing 0.06 carats. Diamondere is not being honest in their advertisement. What they state on their website is not what you will get! Classic bait and switch!!

    -1 Votes
  • Di
    Diamondere Mar 20, 2017

    Hello,

    I am Diana from Diamondère.

    Our records do not reflect any of this request. I would request you to please contact me directly on [email protected] with your order number.

    We have a 100 days free re-sizing policy where we re-size the rings at our cost or remake if its not re-sizable. We also have a 48 hour deadline to respond to all emails, so it is impossible that your email has gone unanswered.

    Again, I request you to email us or call our 24/7 toll free for immediate assistance.

    Best,
    Diana

    0 Votes

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