The Diamond Store London

We purchased a ring in November 2023. Less than 2 years later, we returned the ring for a repair.

The ring couldn't be repaired, so we were offered a replacement for a £75 fee. We agreed, and after many more emails, we were sent a ring. That ring was the wrong size, so we returned it. After more poor communication, we were sent another ring.

I took the ring to have an independent valuation done for insurance purposes and was told by the jeweler that the amethyst was twisted and so were the arms of the metal, and that shockingly, the ring was worth £50. This ring had a valuation certificate for £769, so as you can imagine, I was not happy. I contacted the Diamond Store, and the ring was returned. After a week or so, we received an email saying we could either have a new ring or an exchange, so I decided on an exchange.

There was an amount that we needed to cover as the new ring was a little more expensive, and we were told how much credit we had available. We felt that the Diamond Store should cover some of the cost as a goodwill gesture for all the stress we had suffered, and they agreed on £25. They then told us that the £75 we had paid for the replacement was not available as a credit transfer, as that was for a repair. No repair had taken place.

The Diamond Store has been awful. Different people replying to emails, not reading them before replying, and overall, not having a clue what is going on. This has been going on for over a month. It started off as a simple thing, and now we still have no exchange, and they won't agree on the credit amount.

We will be seeking legal advice if this isn't rectified soon, and we will never shop there again. I also urge other customers to get their jewelry independently valued.

If I hadn't taken my ring to have it valued, I would not know about the twisted stone. This ring was never worn either, so there is no way I damaged it.