Yvette
What should have been an exciting experience...
I am writing this review because my experience with Black Diamond New York has been extremely disappointing and, unfortunately, caused me a great deal of stress during what should have been an exciting and special time in my life. I initially placed my ring order on August 5, 2026, with my wedding scheduled for August 29. At the time, I understood that the turnaround time for the rings was approximately 3–20 days, so I was hopeful that my order would arrive in time for my wedding. I contacted customer service to explain my situation and was told that they would reach out to the appropriate team to see what could be done. I continued receiving automated notifications indicating that my ring was being processed, which gave me hope that everything was moving along as expected. Several days later, I contacted customer service again and was told that, despite the stated turnaround time, there was no guarantee that my ring would be completed by August 29. I continued receiving emails indicating that my order was moving through the system and would soon be processed. I contacted customer service again and was then told that these emails were automated and did not necessarily reflect the actual status of my specific order. I was also told that it was unlikely my ring would be ready in time. At that point, I requested to cancel my order. I was given three options: keep the order and receive a 20% store credit, receive a full refund in store credit, or cancel the order and pay a 30% cancellation fee, with the remaining balance refunded to me. Before making a decision, I received yet another email stating that my ring was being prepared for shipment. Naturally, I believed this meant my ring was nearly completed and that I might actually receive it in time for my wedding. I was later contacted again asking which cancellation option I wanted. I explained that I was confused because I had just received an email indicating that my ring was being prepared for shipment. Once again, I was told that the automated emails did not reflect the actual status of my order. I was informed that my order had actually been canceled on August 13 and that they had simply been waiting for me to select one of the cancellation options. As of August 21, 2026, I still did not have my ring. I ultimately received only a partial refund on August 23. Because my wedding is only days away, I was forced to rush out to a local jeweler and purchase another ring so that I would at least have something to wear for my wedding. This entire experience has been incredibly disappointing and emotionally upsetting. I understand that delays can happen, but the communication throughout this process was extremely confusing and misleading. Receiving repeated notifications suggesting that my ring was progressing toward shipment, only to later be told that those emails were automated and did not reflect my actual order, was frustrating and gave me false hope. I ordered my rings believing that I could rely on the company's stated turnaround time and communication. Instead, I was left scrambling at the last minute to find another ring for one of the most important days of my life. I sincerely hope Black Diamond New York improves its order tracking, communication, and customer service practices so that other customers do not experience what I experienced. I would not recommend ordering from this company if you have an important deadline or event that depends on receiving your jewelry by a specific date. What should have been an exciting experience became a stressful and heartbreaking one.