Diamonds Factory - Brighton Reviews 12

Great customer experience and service at your Brighton branch. The service we received from Maria was very good and we are very happy with our purchase.

Helpful and friendly staff in store, my ring was created especially for me and sent recorded delivery. Process was super quick and I was kept updated via email of its progress whilst it was being made. My ring is beautiful ! Thank you

We visited on Sat 25th April at 10am and dealt with a young man at the front desk. The service was very bland, no introductions and he didn’t show much interest in our enquiry. He showed us 2 rings and said we could just order anything else on the website. He offered to email us the specification but we never received the email! He seemed distracted by his mobile phone that was on the desk, he didn’t seem interested in our enquiry. I wished we were served by the lady in the shop who seemed lovely. Overall a poor experience from our perspective.

Seeing how my new ring looks on my finger. Very happy.

I love my pieces from Diamonds Factory. Thank you xxx

The ordering process was fairly quick and we could clearly see options in relation to price, size. materials etc.
The order arrived within the timescale given by the shop.
Very pleased with the diamond earings.
Lab grown diamonds are the future as there are no issues over provenance (blood diamonds etc) or quality.

I was walking around the Lanes in Brighton looking to get a gift for my wife and met Wesley outside of the shop. He was very friendly and showed me all the different designs. He knows his stuff. I'll be coming back closer to her birthday but what a great experience.

Follow on from my last review.

Their response here on trustpilot is clearly an auto response as noone ever reached out to me, no surprise as we have been nothing but lied to so far.

My partner again raised a dispute via a different avenue, after diamonds factory measured me wrong at our showroom appointment.

They are now saying BEFORE the ring sizing we could have got a refund, but now it had been resized, it is not eligible.
At no point were we told we could return it. We were under the impression the ring was bespoke as we went to the showroom and chose it, again falsely led, and when we informed them the ring was too big, we were told to drop ut back in to diamonds factory, and they would sort it.
In that appointment I was measured again, and TOLD, with no options that it would be sent for resizing, free of charge as if they were doing me a favour, but again I have since learned this is normal policy to resize for free anyway.
Had we have not been led to believe we could not return the ring, told we could have returned the ring, that is what we would have done.
At no point during either appontment, ir in the messages was this mentioned.
So for 1600 quid, I have a wonky ring, less platinum than I paid for it. The prongs are wonky, the band is thicker on one side than the other and we have been lied to, again. Apparently We could have returned the original ring, and ordered it again but in my size, then would have got the correct sized ring, in a condition worth the money paid.
We have been told we can send it off again to be assessed, like I would be stupid enough to trust them a third time!
Absolute con artists. No good telling me the "terms and conditions are on the website" when I didnt order off the website. I ordered in an appointment, and then went into ANOTHER face to face appointment to rectify the initial problems, at whay point would I have read terms and conditions on a website?!
Aside from being angry at the manipulation, im just heartbroken that I now won't have a ring for my wedding in 4 weeks as consumer rights and an ombudsman are now being involved, and I will have to forfeit the ring whilst resolved.
Awful, awful company. I have always been a live and let live person , but this I won't drop. It is always the big businesses that will screw you over and there is a reason their trustpilot review score is dropping.

Edit in response to reply:

Yes, as I already mentioned in this review, it is the second paragraph incase you missed it. My partner had to again raise a dispute.

This is because you did not reach out.

This whole review is literally stating about the contact we have had, though I am not surprised in your response trying to ignore the facts, be condescending and push blame as that is all we have encountered until Citizens advice and trading standards input.

I also find it very convenient that after a few reviews complaining about time to get rings and the bad customer service and returns/refunds, all of a sudden you are getting alot of reviews specifically targeting those points and how wonderful you are.

Trying to get hold of someone to speak too so I traveled by train but my mistake as you close on a Wednesday. However if there was a voicemail saying this i would not have traveled to Brighton.

We had wedding rings made at DF and they look amazing. The staff were attentive and did everything possible to make the whole experience easy and memorable.
A massive thank you to Wesley, he not only guided us, he arranged for the resizing when it was needed, in a really relaxed manner.

Maria answered my questions as never ordered jewellery online. She communicated throughout the entire order process. Excellent service.