Be careful shopping at this store!
Be careful shopping at this store and make sure before you leave that (a) you choose something not faulty & (b) that if there's an issue it might not be resolved for a very long time.
We purchased a wedding ring from the store in July/Aug 2023 and it was faulty. The stone had some kind of issue inside which made it look like there was a crack with mould or something insde.
We promptly let the store know the next working day (we noticed after getting home) and what followed was a painful ~15 months of constantly chasing up emails, store visits and phonecalls to try and get a refund.
We did eventually receive a full refund but only after a lot of follow ups on our end. At no point did the store seem to really care much about our experience and it made for a huge disappointment during our first year of marriage that my wife was without her wedding ring.
I appreciate the store policy is that you can exchange for another store item but in this exceptional case a little bit of common sense would have gone a long way. I hope no one else has to go through this experience and my review acts as a note of caution.
Reply from davriljewels.co.uk
Dear Keshav,
We were obviously very disappointed to receive your review, having tried a number of different ways over the past twelve months to assist you both.
The ring you selected featured natural inclusions, part of the very essence of diamonds in their natural formation. On both occasions when you looked at the ring before purchasing we highlighted the diamond formation.
We were pleased to source alternative diamonds for you, but understood this was difficult as you were no longer in the UK when the ring was returned, and so the process was more complicated. It did take time, in order to source a matching diamond and with remote communication, and during this time we offered a full credit and a ring from the same range as an alternative.
Given the unique nature of each diamond, we were pleased to source a very close match for you, however despite our best endeavours this was not suitable for you, and so we did agree to a full refund. This was requested by you to be paid through a different provider to your original transaction, which required authorisation.
At each stage the team has looked to finding the best solution for you, and we always try to ensure we meet our customer’s needs wherever possible. Unfortunately on this occasion we were unable to source a complete match, which was regrettable for us, but we do hope that you come to understand the team’s efforts, and are able to find something in the United States that brings you both joy for the future.