I just spoke to someone named MARLA or similar, she would not repeat her name when asked. She was rude and not helpful. I had to walk her through locating my order. My request was simple. I placed an on line order on 4.28 and my credit card was authorized. She could not find the order and kept insisting that the last transaction was in March. I asked to speak to her supervisor, she said she is the supervisor and she is the manager and there is no one above her. Due to her terrible customer service. I cancelled the order when she finally found it. Suggestion, get a new manager or send her to training. People spending a lot of money want to speak to professionals, not arrogant divas
Response from RitaniMay 1, 2020
Hi Terry,
Yes, we just spoke, I am so sorry you weren't happy with my service. In our converation I did state that I cancelled your order. I did have to ask you for your order information because I needed to make sure I had the correct order. Our conversation was a very straight forward conversation and I will replay it again for my own training but please know your request has been granted. Please contact us if you need any additional help. Thank you for your feedback.
Marla
KC
Kito C.
Took my payment and failed to Deliver
Took my payment and failed to immediately secure the diamond. I heard back two days later that it wasn’t available. Ruined my engagement plans. Thanks Ritani! Buyer beware.
KM
Kyle M.
Ritani - Bait and switch
I purchased a diamond online, paid the $1700 via the Amazon payment that they offer, they took the money and began to process my order. 3 days later I get an email that states in short, "sorry but we use third party vendors and your diamond is no longer available". Every bit of evidence I have gathered from this points to the following: the diamond I purchased was not listed properly and they sold it to me at too low of a price and then backed out on the deal (prove me wrong Ritani.....I dare you) once they started looking at things closer. They apologized and promised to "make it right". I then get two more diamonds offered to me that were lesser quality (lesser clarity, carat, and cut), than the one I purchased at the same price that I paid for the original. How is this "making it right"??? I can tell you what it really is. It's a classic "bait and switch" technique and it is illegal. I am going to be sharing this same review on Facebook, also with Amazon, and furthermore, I am going to be filing a complaint with the NY Attorney General. Criminal. PS - going on 5 days out and still don't have my money back.....
Response from RitaniFeb 20, 2020
Dear Kyle,
We are very sorry for your experience and know that buying a diamond can feel stressful and opaque. Our diamond supply is extensive and is provided to a number of partners. While our systems update regularly, there sometimes is a delay between a diamond purchase and a feed update on our website which means that sometimes diamonds on our site are already sold. Unfortunately, this is what happened here. We involved one of our gemologists in finding another high quality diamond for you. No two diamonds are the same and while she couldn’t find an exact match, she was able to find two comparable options. Both options had same cut and better colors (bringing the diamond color from an H which was a bit warm to an F or a D) but with slightly lesser clarity and carat weight. Both were more expensive at retail than your original selection and we offered them to you at the price of your original diamond.
Diamond margins can vary and we do have diamonds that we sometimes sell at cost. In fact, we are very open about this information through our diamond price transparency program on our website and that is shown for every diamond you can purchase. We are the only company that provides this to customers and think it’s important for people to know the value of what they’re buying.
In regards, to your payment, we do not charge credit cards until items ship. Your card was preauthorized for the purchase (via Amazon) and we voided this preauthorization as soon as you told us you did not want to pursue the options we presented to you.
Your feedback was really helpful and we are already thinking about how to better explain our operations to customers on our site. If you felt that way, we suspect others might as well. We take pride in being a top-rated jewelry company and are again sorry about your experience.
Best regards,
The Ritani Team
SC
Spencer C.
I still have not received my…
I still have not received my confirmation email however I received an email to rate my experience.
Response from RitaniJan 19, 2020
Hi Spencer, I am so sorry that you haven't received your order confirmation just yet. I am forwarding this to our IT team so they can research why it is taking so long to send. In the meantime, wouldyou mind checking your spam or junk folders in case it is there? I am also going to send your invoice via my Ritani email address so please be on the look out for an email from [email protected].
Thank you for your feedback and we will continue to fix this issue.
Best,
Marla
Manager, Customer Experience
DI
Diane
I have purchased from Ritani 4 or 5…
I have purchased from Ritani 4 or 5 times before, but they are changing for the worse, lately and drastically...
Especially with their new staff Nicole... It happened twice in the last 3 months where I bought a diamond online and asked her for a customer setting... She would initally communicate with me, but go silent upon my follow-up questions... And just shipped the diamond to me without any further communications... I guess she really does not care.
Response from RitaniDec 26, 2019
Hi Diane,
I am so sorry about how your latest experience with us unfolded. I reached out to you directly to see how I can improve this situation and to help make this right. I have left you my direct contact information so that we can come to a better resolution.
Best,
Marla
MC
Michael C.
Bought a ring and after the money was…
Bought a ring and after the money was pending payment it was refunded or never taken out. No email notification about my order, no phone call. Nothing. I click on the link for my order and none exists 😡
RD
raechel D.
RITANI USED MY DISABILITY TO DENY MY…
RITANI USED MY DISABILITY TO DENY MY WARRANTY CLAIM!!!!!!Ritani is garbage and won’t honor their warranty. DO NOT BUY THEIR PRODUCTS. Recently replaced my wedding band with the newer version same exact ring just new. Within three months all of my diamonds started cracking and breaking off... Took the ring back to Stafford Jewelers the authorized retailer where I bought it. I was told there was nothing wrong with my ring that it was dirty and there was dirt beneath my stones... I took my ring to another jeweler who put it under a scope, only to realize that every other diamond was missing it’s top half... I took the ring back to Stafford who gave me the runaround again. I ended up going on two full vacations and visited the store at least three times before they even offered to send the ring back... The only reason I was even offered that option was because I flipped out in the store in front of other customers... they have had my ring for over 2 months and kept asking for photos of my engagement ring to see the where I asked them why that was necessary and they said in this email that it was so they could make sure they could match the band basically told me they were replacing it...then I received this email today... They are refusing to honor my lifetime warranty because I have what they consider in active lifestyle... i’m pretty sure it’s because I only have one arm so they are saying I use my one hand for everything!!!!
Response from RitaniNov 19, 2019
Hi Rachael,
I am sorry that this wasn't the best experience but I am glad that we will have the opportunity to remake your ring in the correct size and without any cost to you. We want to make sure that you are happy and that you have your beautiful ring back in time for the holidays.
Thank you for giving us the chance to make things right, I am sure you and Mike will not be disappointed with the new ring.
Best,
Marla
PB
Pooja B.
rude conduct and bad customer service
Check out other options before you choose this website. Poor customer service. They are not flexible policy’s are like laws for them. James Allen blue Nile better much better customer service.
