Blue Nile

Great staffs, very patient and nice! We ordered rings online but measurement was off so we have to resize. They helped us get the right size and send them for resizing. Everything went smoothly.
Dec 29th, 2023

Sep 17th, 2023

Great selection and customer service.
Aug 29th, 2023

Horrible company with even worse values
Jul 21st, 2023

I purchased a diamond from Blue Nile over 10 years ago. The experience then was outstanding. On 12 December 2023 I decided to trade-in this diamond for a larger engagement ring - 43d wedding anniversary gift. The process from start to finish was absolutely horrendous. 1. Spent 45 minutes with a chat agent selecting a stone. Told the agent I was "sold" and ready to make the trade-in. Agent told me that could only be done via phone. Called the 1-800 number. The sale rep had no record of the dialogue I had with the chat agent. Had I not kept the diamond number from the chat interaction it would have been back to square one. 2023 and no integration of sales channels at this company. Horrendous customer experience. 2. The sales agent failed to disclose the terms and conditions of the sale. E.g. (a) Once trade-in is started you are committed. (b) There could be "issues" during the inspection process of the ring being traded-in. (c) 6-12 weeks delivery time - I learned this from a "diamond expert" who handles escalated issues. 3. I was told multiple times by chat and voice agents the ring would be sent via FEDEX-express for overnight delivery, signature required. Today I received an email from Blue Nile with a FEDEX tracking number. Finally..... I waited 4 hours and checked the status on FEDEX website only to learn the "shipper has cancelled this delivery and no further updates will be provided". What??? 4. I spent 20 minutes with a customer care agent who was very professional. He told me the shipment was cancelled because "high dollar diamonds must be shipped via Malca-Express. What?? There are no process / QC checks for a shipment of a $81,000 ring? There is no proactive follow-up with customers who have an order / tracking number cancelled? So here my wife and I set with no idea if the ring is coming tomorrow or not... after a 7 week wait. Weekend plans on hold because Blue Nile has no focus on the customer experience. Blue Nile was recently acquired by Signet ... the conglomerate that owns several retail jewelry chains. I contacted the Signet CEO and investor relations team about the sales experience weeks ago. No response. And sadly the fulfillment process is just as poorly managed as the sales process. I also filed a BBB complaint. Blue Nile responded to BBB and said they would be in contact with me a week ago. No contact from Blue Nile.... a repeat customer making a major purchase. DO NOT waste your time with this business. Horrendous experience. There are better options with less stress and angst. Shame on Blue Nile and double shame on Signet.
Feb 3rd, 2024