I was a little concerned buying off of a website, but I did a lot of checking and crossed my fingers. The website was great and I was able to get a ring that I wanted. The international diamond certi... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Placed my first order and couldn’t believe how easy it was. Kept me updated throughout. Sent valuation with all the details. Arrived before the date stated and the necklace was amazing. I then plac... See more
Loved the way it was packaged, details were clear. Quality is lovely. Only thing I got wrong was checking the size as the pendant is significantly smaller than I'd expected but 8 months later and almo... See more
I am a loyal customer of my favourite online jewellery store called: Diamond Factory. Great Sparkly Diamond pieces (have ordered solitaire rings and earrings) with Perfect Craftsmanship alw... See more
Company details
About Diamonds Factory Australia
Written by the company
Here at Diamonds Factory, our core goal and mission is all about making those all important milestones matter with luxury, affordable jewellery pieces. With over 15 years experience in the industry, Diamonds Factory was created from the simple idea that luxury products shouldn’t cost the earth - and that mission still stands firm now.
From the highest quality diamonds to unique gemstones and beyond, we offer an extensive range of incredible luxury jewellery pieces, specialising in engagement rings that make that ‘I Do’ moment one they’ll never forget.
Happy customers are at the heart of everything we do, which is why we offer around the clock real-human customer care. We’re always on hand to answer any queries or questions to make sure our customer satisfaction stays at an exceptional level, which can be seen clearly in our high calibre of outstanding reviews.
Contact info
Level 5, Suite 504 - 276 Pitt Street, NSW 2000, Sydney, Australia
- 02 9037 3839
- service@diamondsfactory.com.au
- diamondsfactory.com.au
4.6
Excellent
869 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 66% of negative reviews
Typically replies within 1 month
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We love your products
We love your products , in facts we are repeting customers. Chantelle is wonderful.
March 18, 2026
Great company and necklace
Came on the time I expected it too, great quality necklace and great packaging. Super happy!
March 9, 2026
Go there
Go there, amazing views of the city and the best value for money with all the correct supporting paperwork!
Couldn’t be happier with the service!
March 4, 2026
Excellent customer service
Excellent customer service, timely delivery of product. Good quality jewelry at amazing prices
March 3, 2026
No follow up
No follow up, no communication, items ordered in Australia, sent from India. After spending over 10k on a wedding band set, I followed up twice with no response via chat or emailing, this company is run by another name as per the credit card charged, and shipping took longer to travel in Australia vs travelling overseas.
Extremely disappointed
March 1, 2026
Reply from Diamonds Factory Australia
Dear Valued Customer,
Thank you for taking the time to review your experience with us, we greatly appreciate it.
At Diamonds Factory we pride ourselves on offering the highest level of customer service and highest quality items, unfortunately you have mentioned on this occasion we’ve fallen below our usually high standards.
We are sorry for this experience you have mentioned concerning communication. As a made-to-order business, we operate across several international locations. Depending on where the required materials and craftsmen are based, orders may be completed and dispatched from the most efficient location. This allows us to maintain quality and timely delivery.
Kindest regards,
Diamonds Factory Customer Service
Just wanted more!
I have purchased a few pieces previously and decided that I needed more. Love the service and love the diamonds.
February 28, 2026
really good quality rings
ring is very good quality workers were very helpful over the phone too
March 7, 2026
Our consultant Mariia was so lovely and…
Our consultant Mariia was so lovely and so helpful in designing my ring and im so happy with the final product, it’s beautiful!
February 7, 2026
Just what I ordered
March 3, 2026
From order to delivery was seamless
From order to delivery was seamless. The quality matched my expectations.
But the best part was the look on our employees face when she opened her gift.
February 10, 2026
Perfect dainty diamond pendant
I ordered a small pendant online. The entire process was easy. The communication was excellent and the product arrived within the stated time frame.
It was beautifully packaged and exactly as I had imagined.
I have been wearing it constantly for several weeks now. The diamond sparkles in the light and I have received very positive comments. I am very happy with this purchase.
February 3, 2026
Great earrings
Great earrings, instructions on how to care for them and being kept up to date with delivery dates all added up to a great experience.
February 9, 2026
Unprompted review
Exceptional quality
My customised diamond ring arrived on time, it is beautiful and as described. The quality and finish of the ring is exceptional. I would highly recommend them and would be happy to order from them again.
February 15, 2026
Unprompted review
Extremely disappointing experience – ring sold that could not be supplied as shown
What should have been a special engagement experience turned into a five-month ordeal.
The ring arrived and the side diamonds were noticeably smaller than the ones we were shown. The assistant manager even noted this in their system.
We returned the ring and were told they would 3D scan the original sample to recreate it. A few weeks later we were told production couldn’t guarantee it would match the sample after all.
After five months, multiple store visits and constant follow-ups, the only outcome offered was a refund and a $500 voucher. While a refund gives the money back, it doesn’t fix the time, stress and disappointment of buying something that couldn’t actually be supplied as shown.
The matter was escalated to senior management. After further review, the same proposal was reissued and the case was deemed closed from their end.
If you are purchasing based on a sample shown in store, I strongly recommend confirming that the exact design and proportions can in fact be reproduced before making payment.
UPDATE to Diamond factory reply
The difference was not a “slight variation”. The side diamonds were visibly and significantly smaller than the sample shown in store — something your own assistant store manager noted when the ring arrived.
Describing this as normal variation reflects the same dismissive approach we experienced throughout the process. What should have been a special milestone was unfortunately turned into a very disappointing experience.
And not taking any responsibilities or compensation
I have now lodged formal complaints with both the ACCC and Consumer Affairs Victoria.
Based on this experience, I would strongly encourage others to carefully confirm what can actually be supplied before purchasing.
Or just avoid Diamond Factory completely, this is what I am telling everyone I know
March 3, 2026
Unprompted review
Reply from Diamonds Factory Australia
Dear Mario,
Thank you for taking the time to review your experience with us, we greatly appreciate it.
At Diamonds Factory we pride ourselves on offering the highest level of customer service and highest quality items, unfortunately you have mentioned on this occasion we’ve fallen below our usually high standards.
We are truly sorry to hear that what should have been a special and exciting occasion became a lengthy and frustrating process. Rings displayed in-store are representative samples of our designs. Each purchased piece is then individually handcrafted - due to this there can be slight variations from the sample in terms of stone positioning, proportions, and fine detail. Although we always aim to replicate the original design as close as possible, two handmade pieces when compared will not be absolutely identical down to the finest detail.
Thank you again for your feedback and sharing your experience,
The Diamonds Factory Team
arrived exactly as i ordered and…
arrived exactly as i ordered and quality seems great.
February 23, 2026
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