Diamonds Factory Reviews 

My boyfriend ordered the engagement ring and it arrived in time. Unfortunately, the size wasn’t right due to different sizing standards, and I suppose this must be a common issue with online orders. This is why I would expect the customer service team to be able to reply to emails regarding sizing or exchanges. However, we haven’t received a reply for more than 12 days, even though you have a 30-day return policy. There is also no direct email address on your website to contact when you need assistance with resizing or exchanging a ring, which makes the process even more difficult.

Living in a world with so many facilities and such easy access to online services, having this kind of customer service leaves us with a very unpleasant impression. We simply expected a response and some guidance on how to proceed with the ring size, especially since we contacted you within the return period.

It was excellent and employee was so helpful,

The purchase was for my daughter using the bank of dad for the purchase. However following her journey in the purchase I can tell you she was extremely happy with the whole experience from start to finish. We had constant emailed updates with the process and building of her ring and it arrived in time for her planned proposal to her now very happy partner.

I placed an order in their Brighton store in July. I have since received a DHL tracking number via Diamonds Factory that doesn’t work and have had ZERO responses to my calls, voicemail and emails, trying to find out where my order is. Terrible, terrible service!

Perfect team at the branch I visited. From testing rings in the shop, to actually purchasing one was a very smooth and easy experience. Everyone I spoke to was very helpful and helped out with everything, Even down the small details of having a discreet packaging.

I would highly recommend this jeweller for engagement rings.

Extremely disappointing service and workmanship – no response for four weeks

I am extremely disappointed with my experience with Diamonds Factory. I sent my engagement ring to them for cleaning and polishing, and was subsequently advised that the stone needed to be reset and the design adjusted slightly to accommodate it, which we agreed to.

Unfortunately, when the ring was returned, the setting was visibly uneven, with the sides of the stone not properly aligned or symmetrical. The openings underneath the stone are also different in size. The ring is now a smaller size and no longer fits my finger, despite fitting perfectly before I sent it to them.

I contacted Diamonds Factory with photographs clearly showing these issues and asked for the matter to be urgently addressed. It has now been four weeks and I have received absolutely no response or even an acknowledgement to my complaint, despite sending multiple follow-up emails.

For an engagement ring of significant sentimental and financial value, I find both the workmanship and the customer service completely unacceptable. I expected a professional standard from Diamonds Factory, but the quality of the work and the complete lack of communication have been extremely frustrating and disappointing.

At this stage, I would strongly question whether Diamonds Factory values its customers or takes responsibility when something goes wrong.

Welcoming, knowledgeable, no pressure selling. I designed my own ring, accurate measurements of ring size. Communication was excellent. Definitely a positive experience and I would recommend.

We have now used this company twice, for both my engagement ring and wedding ring, and have been very pleased with the quality and service.

Staff were wonderful

The range and selection to personalize is great.

What lets it down is:
Customer service - no responses from the service email account after multiple emails sent.

Receipt of product: the box was sub standard (minor issue) but the chain was so tangled on receipt I was really upset as it looked a mess. It took my husband a good 45 minutes to untangle without breaking the chain. Just glad it wasn’t a gift for someone else as would have been mortified.

Now awaiting a VAT refund which given lack of correspondence to date I’m not very hopeful on given i was told it would be taken off at checkout. This was not the case and I have now paid VAT and GST on the product. Hopefully this is refunded promptly to rectify some of the issues.

A beautiful product but sadly let down by the above.

Brilliant experience!
5 star service!

Thank you :)

I had a fantastic experience with Diamond Factory and would highly recommend them to anyone looking for a ring.

From the very beginning, the customer service was excellent. A special thank you to Carina Vatne at the Oslo office, who was incredibly kind, supportive, and helpful throughout the entire process. She gave me plenty of time to think things through, offered honest advice, and was always available when I had questions.

What I appreciated most was that I never felt pressured to make a purchase. It didn’t feel like I was being “sold” something, it genuinely felt like Carina cared about helping me find the right ring and making sure I was comfortable with my decision.

The ring itself was beautiful, and everything went perfectly. I’m extremely happy with both the product and the whole experience.

I highly recommend Diamond Factory, especially for their excellent customer service and the personal attention they provide. And a big thank you again to Carina at the Oslo office for making the whole process so easy and enjoyable!

I was nervous and unsure as buying an engagement ring is a big deal, Kerry Glasgow argyle) was the best help I could’ve asked for, walked me through the diamond shapes, sizes, metal of the band etc, and agreed on one that day! She was super helpful and calmed me down.. hopefully I won’t be back🤣 first I’ve said that in a 5/5 review lol.
She listened, explained and gave me time to evaluate my options so I didn’t rush anything

Very nice earrings excellent value well worth buying

Beautiful diamond ring at a fantastic price.
Very quick turnaround from order to dispatch.
Lost one star due to delivery which was meant to be next day guaranteed but instead took 3 days.

Very professional. I did like my ring when it came and DF had no issues with my returning and refunding my money

I've tried to reach out a few times via your website and email for a resizing but I am getting no response

I made an order about a month ago. Received few automated emails about progress in making jewellery.
Then I received emails from DHL about incoming shipment. The jewellery was seized by customs and rejected because the jewellery was lacking authenticity certification. Diamonds Factory got the rejected goods back. I have been trying to contact the company continuously to find out what is going on with my order. Never got any reply.
One time I managed to get someone on the phone, but the man told me he won't help because I made the order online and customer support will deal with it.
Well, customer support is obviously not dealing with it and I don't have the jewelry. Crickets...
My wife will be very dissappointed when I show up on our wedding anniversary empty handed.
From my experience, this company is not trustworthy to provide agreed quality goods, provide them on time, or to communicate about problems.

Just overall disappointment. Photos are deceiving and don't match what they actually look like. Estimated delivery is inaccurate and WEEKS off the actual delivery day. Communication is even worse - didn't hear back from them despite chasing up on multiple occasions.

It was perfect when I first went into the shop, excellent service. I was told I would receive an e mail when the ring was ready. I received an e mail to say the diamonds were ready to be set. I then received an e mail advising that I had not collected the ring and it was now nearing 90 days. I complained that I only ordered it 2 weeks ago. I received a verbal apology that an incorrect letter had been sent. I now have my ring and it’s beautiful. The lady that served me with the finished ring was great and I received an excellent service