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| - Diamonds Direct and I have been in a longstanding relationship over the past 3 years. My husband bought the most perfect engagement ring from them with superior customer service. We went in to look at wedding rings a few months later and came out feeling like we found the perfect rings. I always looked forward to going into DD - You're greeted as you walk in, and there's never a salesperson who doesn't approach you ready to help. Plus, they offer free beverages :)
Now here's where it gets interesting. They pride themselves on customer service and I really do agree that they are top notch. We had to return to DD on three occasions for stones that fell out of my rings (1 in the engagement band, three times in my wedding band). My wedding band is very thin and fragile so band stones did fall out quite easily. Each time I brought it back in, they smiled and were happy to send it out for replacement. On the third time, they contacted the ring's maker and had them make an entire NEW RING fit to my finger with larger, more sturdy stones. They were always very timely and courteous and called me with updates. So, all is good with my wedding band.
Well, last spring my engagement ring was stolen. I won't go into details about how it was stolen, but it was a frustrating and heartbreaking situation. After a filed police report and nothing turning up, my husband and I went back into DD to replace and rebuy the ring. We bought the same band and similar diamond as the original. It killed me to be buying a whole new ring (minus the small portion insurance covered), but it's a meaningful thing, right? The staff at DD was very understanding and did the best they could to help us any way possible and we came out feeling as good as we could.
In early January, the person who stole my ring returned it to the place it was stolen from, anonymously. This person wanted to right a wrong and become a new person in the new year. After 6 months of enduring torture where I was unsure where it was stolen from or if I had just lost it, this brought some closure. Well, now, here I am with TWO engagement rings that are nearly identical. My husband and I decided to bring the original ring back into Diamonds Direct to see how to handle the situation. The workers who had been working with us, primarily Lotte Sommer, was in our corner the whole time. We are so thankful for Lotte, who worked tirelessly to right the situation. She took a stand for us, and really stepped up and talked with the owner to take care of us. She was professional, friendly and treated us like family while we bought the new ring, and again when we returned the old ring. She didn't skip a beat, nor did any staff members. DD did end up taking the extra ring back and handling the situation very professionally in the best way possible. My husband and I are both thrilled at how everything happened. This was a situation that could have gone really sour and ended with a 1 star yelp review, but it didn't.
I'm so impressed how respectfully we were treated each time we came in throughout the process, and I don't have enough positive things to say about the customer service. When you commit to buying jewelry from DD, you commit to being part of their family. They will offer help, troubleshoot and support you, and provide you the highest quality diamonds and best service in town. I'm so glad they were a part of making this story a positive one. And to the person who stole (and then returned) my ring: I forgive you.
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