Diamonds International Nightmare

Diamonds International Nightmare

October 17, 2005

I would like to thank the few people that seem to be interested in this so far. To whom it may concern: My name is Tony, In February 2005 I had the pleasure of taking my second Royal Caribbean cruise. I purchased a loose diamond from Diamonds International on February 8th 2005 while on vacation in St. Thomas for my wife in celebration of our 5th year wedding anniversary. Although concerned about making such a large purchase outside the mainland of the U.S. we were made to feel confident because of all the recommendations and endorsements made by Royal Caribbean and On Board Media. We spent almost $4000.00 for the stone and were very happy with the purchase …until we got back home. With the hopes of getting the diamond set in my wife’s ring, I brought the diamond to a well known & reputable jeweler in the Buffalo, NY area. The jeweler informed me that the stone had a serious crack. The crack was so bad the jeweler did not want to set it in fear that the diamond may break. Needless to say I was floored. I contacted Jason in customer service at Diamonds International on 2-14-05 regarding the issue. Jason told me the jeweler I brought it to was “trying to hustle me”. I explained that we liked the diamond and did not want to return it and would bring it to another jeweler for a second opinion. I did not mention anything about the suspected problem and I got the same story from the second jeweler. He said the diamond has a serious flaw and would not set the stone without me signing a waiver. Wow, our fears cam true. We got screwed on our big purchase. But my first thought was Diamonds international is a reputable company I am sure I can get this resolved. What a wake up call I was in for. I have been fought every step of the way. I brought the diamond home and contacted Jason again on 2-21-05 regarding the issue. After wrestling with him for a couple days he issued an RMA number to have the stone returned (to the New York City office) and I sent it back registered insured mail. After not hearing anything for several weeks I called back Diamonds International to see what was going on. I was assigned another “customer care representative” (Gitty) and left several messages and never got a return phone call. This was now approaching 90 days since the purchase and now I had NO diamond and Diamonds international had my money! What a slap in the face. I did what any normal person would do and called the credit card company and filed a dispute. The credit card company went to bat for me and after I sent them all the supporting documentation such as the letter for RMA, Shipping info and even a letter from one of the jewelers (whom is GIA) the credit card company was convinced I was right and reversed payment. Diamonds International couldn’t let it go and fought the dispute and has acted like a second rate company which amazingly even had the gall to send back the bad diamond to me without my permission, AND REBILL my account with no phone call or letter to state their intentions. After another 2 weeks I decided to call them back, I told Gitty “I do not want this diamond and I do not want to deal with them after this situation”. She told me she I could speak to a supervisor and put me on hold for almost twenty minutes (and I never did get to speak to a supervisor) This letter is not the end of story. I have been billed for the defective diamond and I am now in the process of hiring an attorney to resolve this situation. My story in not exaggerated or fabricated in any way. I certainly expected more from a company who has such great reputation. I do hope that in the future others will not encounter this situation. I expect quality products and supporting customer service from a company this large and famous. I understand things happen and mistakes are made but this particular situation is completely beyond all that. Regards, Tony Click this link to e-mail the message author: Email User

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I am about to take a cruise that would take me through St. Thomas and my girlfriend and I talked about purchasing jewelry out there. No thanks, while I am happy your got your situation resolved it should never have taken 7 months to do so. I think I will stick to my local jeweler and have peace of mind.

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We were just on an Alaska cruise and one of the cruise ship employees actually let slip that the cruise lines own a part of ti/di as parteners.

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I am really, really thankful to read your encounter with your purchase at diamonds international! My husband and I considered purchasing from Diamonds International on our cruise we just returned from (Alaska)and I thought it would be best to do some investigating before doing so. I have been making plans to go to St. Thomas to pursue purchasing a ring from Hearts on Fire. Which, from my own research has concluded ...(my opinion) that you can get a beautiful incredible diamond from elsewhere at much, much less the cost and they just have a eye tingly advertising.

(My mother in law purchased a diamond ring from a port and also had a diamond fall out.)

With such a valued item that is meant to last "forever" I am removing myself from purchasing a diamond ring from any port to avoid any possible risk.

Your article has changed my mind from making such a purchase from ports!

Thank you so very much!

Stephanie

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This is a follow up to my original letter above. The reason I write this three years later is I still received almost 1 new email a month from other people who are having problems with jewelry companies at ports of call, some similar to mine. I try to help everybody who writes but I am thinking there are MANY more out there who do not want to ask for advise for a variety of reasons. SO I want to make it easy for anyone else who needs help getting resolution.

I was able to get my refund. Basically what I did was emailed (the exact letter you read) everybody I could regarding my experience.

This included the cruise line and the media company which handles all the vendor advertising and recommendations on board the ship, chamber of commerce of St. Thomas, better business bureau in New York, and Florida (we sailed out of Miami), the management of DI, complaints.com and even a newspaper in the Virgin Islands.

I told them of my experience, no exaggeration, just the facts. I had also spoke to an attorney and made them aware of that. Although he did not do anything I think it helped my cause.

I think that many of these cruise lines are in with these local merchants at the ports of call. All we heard on the cruise is how great these stores are. I really don't believe they doing all this advertising out of the goodness of their heart. It is absolutely disgraceful that these companies continue to be endorsed by the cruise lines.

It took me seven months to finally get the situation resolved so keep up the fight, don't let them wear you down!

I hope this helps.

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My husband bought me a diamond ring from Diamonds International at Cozumel for us$9500. I wore it for 3 weeks & a diamond fell out. The New York Office said to return it to them but would not pay for the postage. I had it put back in by a jeweller in the Uk, after 2 jewellers refusing to touch it. Wearing it for a further 2 weeks another diamond fell out. I have been advised by 2 jewellers in the UK that they will not replace the diamonds as there is nothing to keep the diamonds in. Diamonds International made the ring smaller & I been told that there is nothing to keep them in. I have been advised to have the ring remade & the cost for this is �£900.

I would never buy from them again