77 Diamonds offers diamonds at a discount compared to the high street, but don't expect any customer service, expertise, professionalism or even basic competence from their staff.
My trouble started when the salesperson who I was dealing with recommended to me a diamond after I had explained in previous emails that I was after an eye clean stone (VVS2 or VS1). As I though he would be a diamond expert professional, I took his recommendation, but after picking up the stone in person, I saw an obvious imperfection in the diamond. Obviously I was not expecting to see this and of course not happy. At no time during my conversing with 77 Diamonds or during my meeting with staff whilst picking up the stone was this ever mentioned or shown to me. as you would expect. A full explanation of such a product is basic customer service but clearly making a sale is what is most important to 77 Diamonds!
After tens of emails with the sales team where I had to repeatedly re-explain my situation over the course of over a month, I finally managed to get though to a staff member who had enough intelligence to understand my problem. They, as you would have expected, allowed me to exchange my diamond for a stone of the desired quality. Had the sales team originally done a proper job this whole ordeal would never have occurred.
I also ordered a bespoke band with a 3mm width compared to the standard 2mm width. Only 2 days before I had arranged to collect the ring I was called to be inform that they had made a mistake and the band had been created only 2.5mm wide! Due to time constraints I had to accept the band as it was as it was going to take another 2 weeks to correct. So not only had I paid and extra £150 for some personalisation of which wasn't completed, but I wasn't even given an apology for making such a basic mistake. When querying the salesperson about the mistake I was told that the band width was "close enough" to what I ordered. I expect this level of service and expertise at McDonalds but definitely not when purchasing diamond jewellery!
To top off my 'pleasurable' experience with 77 Diamonds, they even managed to loose my appointment reservation. The day of my collection appointment, I luckily called to confirm the time of my reservation only to be told that apparently I didn't have one! After then re booking a consultation, I arrived to be assisted by the receptionist who had no knowledge of my order or any diamond expertise.
So if you want any diamond expertise, customer service or just basic competence, look elsewhere when making a significant purchase such as a diamond ring. read more