“My order was supposed to ship on 12/21 with arrival on 12/22. I called a couple days ahead of days ahead to verify and was told yes all was good. My order in fact did not ship. Multiple calls and emails and I couldn't get a straight answer. My last call on 12/22 I was told by your CS person that she would get back to via email with an update but this never happened. I finally received an email on 12/23 that it would ship out that day.
This was extremely stressful as it was obviously a Christmas gift and is why I ordered in what I thought was plenty of time. Especially since I kept receiving promotional emails right up until 12/23 stating there was still time to order and receive by Christmas.
I still need settings for the two diamonds but am considering purchasing them elsewhere due to my experience.
Lastly, when I received the delivery and opened the box the large diamond had fallen out of the plastic container and was loose inside the box.
Dave Reynolds”
“This is a difficult review to write. I am not someone who complains, I normally let my purchases do the talking. I recently upgraded my diamond that I had for several years. The credit back for the diamond is excellent (100%) and the credit back for the setting was fair. I did experience some "bumps" along the way as far as getting my order fulfilled. I was told on two occasions the diamond I selected was no longer available (once before the order was secured-totally expected and fair) and once after my order had been placed (very disappointing) . The person I worked with did finally secure my original stone, which made me happy. My ring arrived but not in the setting I expected. I followed up twice on the status of my order. One email was never answered, and once in the chat I was told that they would check on it but never got a response. I followed up again a day later, got a different associate and got an immediate detailed response. Overall the the ring is gorgeous, I am willing to accept it even though it is not the setting I selected in my correspondence. Follow up and being detail oriented from some associates could use some work , although they were always pleasant to speak with. I originally planned on upgrading for every "milestone" anniversary but this was so nerve-wracking it will likely be my first and last upgrade.”
“The diamonds and design are above stellar! Actually getting it made correctly (custom order) and shipped in a timely manner was sub par. Customer service was on point initially then lost contact. To say I’m disappointed is an understatement. I’m still trying to get resolutions. Another thing that was shocking, besides all of the errors with my order, was because of the high price point, my order came with free earrings that were valued at $450. These earrings were tossed loose into the bottom of my shipping box. No presentation box. Nothing. Like it was an after thought and literally tossed in before shipping. Oh and I had to call to get the appropriate paperwork to have my pieces insured. When you spend $12k+ … none of this should happen. A general sorry was what I got via email and it’s still not made right. It’s ridiculous. This kind of error should have been handled with a phone call not a series of emails.”
“Was promised an order by Christmas (a gift for my wife), then never got it. Was shipped an alternative (inferior) product instead even though I said no. Bait and switch? Now I have to ship that one back.”
“Ritani is awesome. I tried to use a local jeweler but the prices and customer service at Ritani were leagues above what I was getting a physical store. I specifically worked with Sylvia to get my girlfriend exactly what she wanted as an engagement ring and I couldn't be more happy with the end result. I am very likely to recommend Ritani to all my friends in the future.”
“Dealing with Ritani has been a nightmare. Not sure what’s going on with the craftsmanship but it’s gone seriously downhill and the lack of communication when trying to get work fixed is terrible.
We’ve spent thousands and can’t even get email reply from management. It used to be great. Not sure what happened.”
“Customer service was very good, but honestly I'm quite disappointed with the ring. I ordered an Ideal cut, F, VVS lab diamond in a platinum setting. The diamond doesn't have nearly the sparkle and fire I was expecting, and the engraving on the ring is off-centre.”
“I would currently give Ritani a 2-star rating out of 5. I'm not a person who likes to complain. Even now, I'm only leaving this review on Ritani's internal survey and not on Google for everyone to see. That being said, I was informed that the initial diamond I tried to purchase was unavailable after I had sent full payment, and I am STILL WAITING to get my refund SEVEN WEEKS LATER. I think we can agree that this is an absurd and unacceptable amount of time to be waiting for the return of more than $10,000 that never should have been taken in the first place. There have been multiple email exchanges and phone conversations - the most recent of which assuring me that I would receive the refund by the end of last week at the latest - and still the money has not shown up. I realize that sometimes unexpected things happen, but I cannot imagine a circumstance that would justify the magnitude of this delay. The only reason I am not providing a 1-star rating is because I did end up finding and purchasing another diamond from Ritani, which I recently received, and I'm quite pleased with it. However, a quality product does not erase a major flaw in customer service. Please figure out how to prevent this from happening to any other customers. I think there are likely very few people who would be comfortable waiting more than a few days for the return of this much money, let alone waiting nearly two months.”
“Unfortunately I’ve had two bad experiences with Ritani diamonds.
The first time I made a purchase for a relatively large heart diamond and it wasn’t until the date of delivery that I was informed they could not locate it and I had to select another.
The second time I purchased two 30. Round diamonds. It wasn’t until the expected delivery date that I checked the tracking and was informed it would not arrive till a week later.
I myself am a jeweler and it’s unfortunate to get a date of delivery and not be updated along the way of any change in status. It’s frustrating that both times had to reach out myself and be met with disappointing news. The second time they gave me options of other diamonds to select but I ended up waiting for the match that I originally selected.
The customer service representatives were polite it’s just a strange process that both times I was suggested to pick different diamonds one of which couldn’t be found and the others could not be shipped on time.
On the other side of it I was satisfied with the diamonds themselves I selected. Good prices for certified diamonds.”
“Unfortunately, very poor communication. I felt like I had to chase people for information. The engagement ring was delayed several times and I understand that things happen, but be proactive, be professional don't make people wait and guess. By the time we considered other options/diamonds it was too late, again things that if had been handled earlier may have worked out differently. It delayed my engagement which is very frustrating as you want that moment to be special and you just spent a considerable amount of money to make it so. The ring it's self is beautiful and the people I dealt with were very nice just maybe undertrained or not capable of communicating proactively?”
“Remarkably little communication with this company. The product that I purchased was very expensive and I expected more customer interaction more engagement with this purchase. This is not, not a concierge buy here. I was left on my own far more than I anticipated.”
“My wife loved the ring. I was reluctant to purchase an expensive diamond over the internet however everything was extremely accurate the price was good and the customer service was great. I highly recommend them.”
“Ritani is the only place I will buy jewelry for my wife. Silvia and the entire team are experts in their craft and make the whole experience perfect. Thank you all for your help.”
“I’m disappointed. My ring was shipped 2 sizes smaller. I had requested a 4.5 and received a 6.5. My fiancé and I were planning on telling our family about the engagement on Christmas Eve, but now I’m not sure it’s going to be possible.”
“I haven’t yet confirmed their prices, but they appear to be somewhat better than the average on the market. The rest of the evaluation isn’t so good. The diamonds selected to be delivered by a certain date—birthday—weren’t available for a lengthy extended period beyond the initial promise.
“Would you like replacements of the diamonds.” I was asked and agreed to.
The first replacement suggestion was inferior to that which I’d selected and paid for. When I pointed this out, an apology was given along with an acknowledgement of the error. This story continues in a similar vein, but I’m skipping those details, except at the end The appraisal only covers one of the diamonds, not both. I’ll be having an independent GIA appraisal. I doubt we’ll be doing business again.”
“Terrible! Bought a $4.5k engagement ring and it was mailed to me on a torn piece of cardboard secured by some clearwrap stretched over it. Documtation was bent and damaged! Sent an email to complain which was ignored. Never again will I purchase anything from you!”
