Diamonds Factory Reviews 

Just received my wedding band and it is absolutely gorgeous!! The communication from start to finish was excellent and it was a safe and secure delivery! will 100% be ordering from here in the future the quality is fantastic and the diamonds look incredible and so sparkly!

Customer service, quick and prompt delivery and quality of item purchased

The item is not very small, and i am trying to return it back since 10 days, but no one is responding.

After 2nd try for an evil eye necklace the 2nd one came thru with speedy service. The first one must have been received in USCustoms in Memphis TN by an arse who had a power problem at the import site.

Love the 2nd one and will order from you again.

Good communications and a very pretty ring, the only downside was the delivery. I had notification that it was coming at 12.11-13.11 last Thursday 23/7, slightly worrying when it did not turn up, it did not arrive until Monday .

Mahel in Hatton Garden was so helpful. He really went above and beyond for us, even sourced an IGI certificate for us and helped to arrange delivery to the Dublin store as we were leaving London. He was able to answer all of our questions and responded straight away any time we contacted him. Unfortunately, the ring wasn’t right for me in the end (it was stunning, just didn’t suit my hand) so I had to return it. But the returns process was also so easy and the staff in the Dublin store were very helpful with this.

Great staff and helped me all the way

Customer service is good, communication is good but the product itself wasn’t quite what I expected. I bought a Ruby and diamond eternity ring and the rubies looked lovely and red in the photo but the actual product looks more like garnets than rubies. Not the red I was expecting.

This was a pleasure- nice staff, nice environment- no rush- no pushy sales at all - we’ve bought from them twice now- engagement and eternity rings, well worth the price- definitely one of the best value for money out there but with really good customer service

Absolute incompetence—they currently have my returned ring AND my £637!

Do not use Diamonds Factory / Neve Jewels Limited. Their internal payment systems are completely broken and their customer service is shockingly incompetent.
I made a purchase of £637.00 on 8 June. The money left my account, but their system completely lost my transaction. Despite me providing concrete, bank-verified tracking codes, their customer service rep explicitly refused to investigate further and told me to take it up with my bank.
The reality? Their highly disorganized accounts team had bizarrely linked my payment to my partner's receipt instead of mine.
Because of this sheer incompetence, we returned the ring. Now, Diamonds Factory has both the returned merchandise AND my £637.00. Because I followed their own instructions and opened a chargeback, they are now using the active dispute as an excuse to not refund me. All their Accounts Team has to do is click "Accept Dispute" to release my funds, but they are too incompetent to even do that.
I am now waiting for Mastercard to forcefully take my money back from them by default. An absolute nightmare from start to finish. Save yourself the stress and buy your jewelry anywhere else.

The merchant’s reply below is completely misleading and an attempt to save face.
1. The "Forgery" Excuse: They mention "potential forgery" to scare off readers. The truth is that their own broken backend system mistakenly linked my payment to my partner's receipt. That is their administrative failure and incompetence, not fraud.
2. The "Chargeback" Lie: They claim they didn't advise a chargeback, yet their own customer service rep explicitly emailed me stating they could take no further action and to "contact your bank directly to investigate."
3. The "Hands are Tied" Lie: They claim they cannot do anything because of the ongoing dispute. False. Because I have already returned the ring to them, all their Accounts Team has to do is log into their merchant portal and click "Accept Dispute" to release my frozen £637.
Instead, they are choosing to hold my money hostage until the bank’s September 7th deadline forces their hand. Do not trust their PR responses.

Kept me updated throughout and the ring is beautiful, I had a vision in my head what I wanted but couldn’t find it in the shops.

I would recommend for sure! Thanks again

We had a fantastic experience visiting The Diamond Factory in Manchester. We were looking for an eternity ring and found the perfect one! The team built great rapport with us and really understood what we were looking for to help us find the one.

When I order they say the total includes taxes and shipping. After I order they want my SSN so I can pay Taxes and Duty (this is all part of shipping). When I tried to contact them about this issue (and giving my SSN to people I don't even know), the chat was not available at all. It was always "leave a message". No one ever answered the phone several times. They finally answered my email, but would not cancel my order as asked. Instead gave me some song and dance about taxes and duty not having to be paid. Wrong! (It said in the email that I was responsible,) I called again and they answered and stated that they had been trying to contact me and when confronted, they changed the story to they were going to contact me. Again, tried to say that taxes and duty may not be charged. Then I insisted that they cancel my order and the attitude started.

The ring is beautiful and exactly what we ordered, service was exceptional and arrived as expected.

I had good comms from the company post ordering and when I wasn’t going to be available for the scheduled delivery they replied quickly saying that would hold the order until an agreed date which worked out well.

Great customer service. Kept me updated with frequent emails as production of the ring reached different stages. Arrived within the time frame they gave me. Very glad I came here for an engagement ring. Highly recommended

There's so many wonderful reviews for this store in Birmingham, however my experience is less than satisfactory.
I ordered a platinum diamond pendant and chain in May, which was a gift for a special birthday. When it was delivered to store 4 weeks later it wasnt the chain I ordered. The chain was much thinner. I won't go into the service in store, as that wasn't the best. I explained that I wanted the chain I ordered.
It is now the end of July and I still have no chain.
It's difficult to get me by phone and I have been emailing the store and having replies to say they are trying to get one. I've had one call from the manager which I missed and again explained that I need to be contacted through email.
They supposedly manufacture themselves so I don't understand why such a big company cannot make it or source it from elsewhere. It's so very disappointing.
I have now emailed asking for HO contact details so I can formally make a complaint. I didn't want to do this but Birmingham leave me no choice.

Great experience from start to finish, always kept up to date with progress, couldn’t be more happy with beautiful pendant , looking forward to receiving matching earrings soon

Great friendly service, lovely piece of jewellery! Would definitely use again.

Had such a positive experience instore. Staff member, Ashley, was warm and friendly yet remaining very professional and knowledgeable in her trade