My shopping experience with BlueNile, especially their customer service, was/is horrible.
I purchased an Opal and diamond ring in 18k white gold for my wife for Mother's Day it's our new sons birthstone. Everything went fine with the transaction and receiving of the ring, she was very happy when we gave her the ring on Mother's Day. Well, she wore the ring every so often to gatherings, dinners, church, etc. One Sunday at mass she just so happened to look at the ring and noticed the Opal had fallen out, she got that sick feeling in her stomach. I told her not to worry and that I would call up BlueNile first thing Monday and get the ring fixed/replace because I was told BlueNile has excellent customer service... Boy was I wrong!!!
I shipped the ring back via USPS overnight and insured for $1k, $25 in shipping charges. Well they received the ring and had their jewelers inspect the ring. Of course, saw it coming a mile away, they claimed my wife must have hit the ring on something caused the Opal to fall out. I can't argue, they are the pros, so they charge me $80 to replace the Opal and return the ring. I specifically ask how can a stone fall out, maybe they didn't use enough jewelry adhesive or whatever it's called. They respond that this ring does not use adhesive and the Opal is held in place by the 4 prongs, I accept their answer.
We receive the ring on a Friday night and my wife wears it to work the next Saturday. I receive a panicked call from my wife about an hour into her day saying the Opal had fallen out once again. Everyone in her office stopped what they were doing and luckily found the Opal. Once again we contact BlueNile and of course they want to see the ring for inspection. My wife has had enough, she is a bit more 'aggressive' than I, and she called and spoke to a supervisor that Saturday after she got home from work. Of course the supervisor agreed with my wife when she said it was ridiculous the Opal fell out once again after an hour of wearing it and she stated there was obviously a defect with the craftsmanship of the ring. BlueNile gave us an RMA and shipping instructions to return the ring.
About a week later we receive a call telling us that the reason the Opal fell out was due to not enough adhesive was used to hold the ring in the setting. I found this extremely amusing due to the fact I was told the Opal was held in place only by the 4 prongs the first time around. So my wife is now very skeptical of BlueNile and asks for a refund. BlueNile responds that they can't get a refund and they can either fix the ring once again and return or we can pick out another piece of jewelry. This is horrible customer service, obviously there is a defect in craftsmanship of the ring. My wife has plenty of jewelry and never had an issue with any stones falling out, let alone twice for the same ring!!! Also, we don't want another piece of jewelry, this was a Mother's Day gift for my wife for her first mother's Day after the birth of our first child. And why would we want them to 'fix' the ring again only for the Opal to fall out once again? My wife doesn't want to worry constantly about the Opal falling out when wearing the ring as well. I can guarantee if we bought from a local jeweler we would not be getting the run around we are getting from BlueNile.com at this time.
Be very wary of this online jewelry site, they are great if the product they sell doesn't have any issues, but prepare for battle if anything should happened to the piece. BlueNile's motto is definitely not 'The customer is Always Right!'
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