"DONT SPEND ANY MONEY WITH THEM"

I recently went to Blue Nile to upgrade my wife's diamond. HUGE MISTAKE. There are hidden charges, long delays and an unresponsive customer service team waiting for anyone that decides to throw away their good money on a terrible experience. They have had my ring since September 9, 2023 and I am still looking for a straight answer as to when I will get it back. It is now October 24. I have made multiple calls and sent email, all went unanswered. There was a long delay in service due to a "system change" and two of their customer service reps "forgot" to send messages to the Customer service department. Additionally, they were recently bought out by Signet, a huge jewelry company. I will NEVER spend another penny with this company.

"Don't buy outside US"

I bought a ring from Spain, the setting I bought needed to be resized and I had to send the ring back to US, but the transport company that works with Blue Nile, didn't allowed the temporary exportation so I was charged twice the taxes for the "Free" resizing.
More than a week for an answer of the customer service.

"9 months delay on exchange"

I purchased a ring from Blue Nile back in February and upon receiving it, realized that the size was too big. I immediately contacted their customer service to initiate an exchange for the right size. Despite their prompt acknowledgment of my request, the follow-up has been severely lacking.

Now, it's October, and I have yet to receive any communication regarding when they will come to pick up the ring for an exchange. The long wait with no updates has been frustrating, to say the least.

I'm giving 2 stars because I appreciate the initial prompt response and the quality of the ring is good and the diamond is really good. However, the prolonged silence and inaction regarding the exchange process have been disappointing. I hope no one else has to face such delays, and I urge Blue Nile to improve their communication and expedite the exchange process for better customer satisfaction.

"Appalling experience and customer…"

Appalling experience and customer service. Our wedding rings so this should have been a joyous purchase. The rings were allegedly made to order, took far longer than should, then issues with customs (we like in the UK) as Blue Nile put incorrect info on the paperwork and didn’t/wouldn’t correct it even after multiple emails, we finally sorted it out our end (and more cost than it should have been) and got the rings (after 2 months from ordering) to find they had sent the complete wrong one for one of them. We’ve tried contacting them repeatedly to arrange a return and get a refund, but silence. They’ve taken our money, provided awful service, the wrong product and now doing nothing to resolve it!

"Horrible Experience"

I purchased a loose diamond from Blue Nile, I contacted their team twice via phone to confirm the diamond pricing, quality, and availability. I was transferred to their "Diamond Expert" who confirmed all items about the diamond. I asked him if a bank wire would be the best payment method and he agreed and said he would send me an email with the payment details. He sent the link, but it was for a credit card purchase only, no bank wire as discussed, no big deal, so proceeded with payment. Three days later my payment was approved and my order was in fulfillment - I ordered a band for the diamond from another website. I get a message from Geneva Smith from Blue Nile who stated they could not honor the diamond price and if I wanted the diamond would have to pay 3 times more! This is after confirming the pricing over the phone before paying with their "Diamond Expert". Once my blood stopped boiling as I had ordered a band, etc. I cooled down and selected another diamond - Geneva stated she would give me a discounted price for the inconvenience and get back to me. A few days later my card is charged for the original diamond price and a request for another $6,000.00 for the replacement diamond I had inquired about. I simply asked about the pricing of the other diamond and was charged not only the payment for the diamond they could not honor but an additional 6 grand on top without any communication from Blue Nile staff. Fed up, finally said I would like my payment returned and will go elsewhere - worst experience, go elsewhere!

"Read before buying!!! Return is a nightmare !!!"

Never ever deal with this people!
I purchased an engagement ring in June, got it shipped to Singapore and receiving it was quite smooth, nothing really to complain about. The craft is also nice, so the initial experience was positive.

However, the ring was too loose and it needed an exchange (not even resizing, but changing a full size). This is where the nightmare began.
I had to send it back within the 30 days (that start from their shipment date, not from your receiving date...since UPS took 6 days to deliver it, we talk about 24 days only). I made it within the time given, covered myself the costs of a FedEx shipment as per terms and conditions, attaching everything Bluenile provided me for the return shipment, including a commercial invoice for returning products.
Then I got charged 600 dollars of import taxes into the USA; I got totally abandoned by Bluenile at this point, whose service team started giving gibberish answers not replying questions, but just writing back something to pretend they replied till you're hopeless.
FedEx required specific documents (9801 USGR) to be signed from the seller in order to waive those taxes with the American customs. Bluenile refused to provided such papers and the funniest thing, they said they'll try to avoid import taxes on the last return shipment back to Singapore but they can't guarantee it.

So in brief: I paid import taxes undue when returning the ring to USA, they can't guarantee I won't pay double import taxes to Singapore either, and the ring is not yet done 2 full months after returning it as they are experiencing what they called "system issues" . At this point I almost paid 30% of the ring value in taxes, two thirds of which not due!

Tell me about service and after sales support now. I'm totally appalled of the way they handled it considering how many shipments they do daily. Their refusal to help claim undue taxes back makes me wonder if everything is alright or if there is something wrong with their shipments to specific countries.
Know that my diamond comes from India (got certificate of origin), so does probably the ring crafting, I think most of the process is out of their control and certainly not much is done in the USA.
Very disappointing experience in what should be a special period of life.

"Avoid Avoid Avoid!!!"

Terrible experience
They first assured me that import taxes were not due on my order, then the very next day, the day of my order, they apparently changed their operational base, or something. Obviously I was not informed about this the day before, so after placing the order, I've been contacted by customs to pay an extra 25% on my order. Sadly I had to refuse the delivery.
More than a month has passed trying to get a refund. No communications or updates from them unless I chase their support, and on top of that I couldn't propose to my partner.
Thinking of proceeding through legal channels. Avoid.

Edit: Got my refund eventually.

"Poor ordering experience"

I ordered a pair of earrings, which received an estimated shipping date of 10 days after the payment. The date arrived, the order didn't ship, and the shipping date kept getting advanced to the next day for two weeks. While waiting, I contacted customer support by phone, and I was basically informed that "it is what it is, and they don't have an estimated shipping date".

When it finally shipped, more than three weeks after I placed the order, I ran into other issues. I am based in Europe, and I paid through Paypal, expecting all taxes to be included in the price. During the ordering process, there was a notice that mentioned that I would be informed of a tax estimate during the ordering process, but since that never happened, I assumed there would be no taxes to be paid. I ordered quite a few times from Blue Nile before, and there were no taxes because the products were shipped from a Europe-based warehouse, so I assumed the same would happen this time as well. If I had been informed, I wouldn't have ordered at all, but at no point was I informed that there would be additional taxes; as it turns out, this only happens if you pay by credit card (in which case there's a checkbox you must enable) but not by Paypal. Since Blue Nile only ships from the US nowadays, it is considered an import in the EU, and they don't have delivery-duty-paid shipping.

The FedEx customs experience was a major hassle. They asked for all sorts of documents and required registration with the customs authority (even though I ordered as a private individual). They even asked about the weight of the product, which, of course, wasn't specified anywhere, so I had to contact support and wait for an answer, which thankfully came within 24 hours.

I ended up paying 19% VAT plus customs tax plus a very hefty FedEx commission that even exceeded the customs tax. Naturally, this wouldn't have been a problem if I had known ahead of time that I would be subjected to this. In fact, as I mentioned, I would've ordered a similar item from an EU-based jewelry store instead.

That being said, the product was okay, as expected and as described on the website; everything about it was in order, so this review will get two stars instead of just one, but I must say the packaging was a bit disappointing when compared to previous Blue Nile purchases.

To wrap up, for EU-based customers, I would strongly recommend against purchasing from Blue Nile. When it comes to everyone else, given the shipping delay and the support experience, I still wouldn't recommend it.

"did not Honor Warenty"

We Purchased a mens gold wedding band from Blue Nile with black titanium inlay.. within a couple weeks the inlay cracked and started to separate from the band. We took the ring to the show room where we purchased the ring. After looking at the ring Blue Nile determined the damage was normal wear and tear. And was not covered by warranty. The ring was in a condition that no one would ware two weeks after the wedding. If wanted to keep the ring we would need to pay for the repair. Or ware with the broken inlay.

"Consistent excellent service"

Consistent excellent service