VRAIReviews of vrai.com

We made an appointment and they cancelled on us without letting us know. Bad customer service. Would not recommend. No one was there at the door or to answer the phone.

I paid for a necklace on 8/31. It was suppose to ship 9/16. It was delayed but no can confirm my shipping date. I have emailed, written, called and no resolution.

The ring and diamond themselves are beautiful, but the customer service at Vrai is reason enough not to go with them. I sent my ring for a resize and minor repair. It sat for two weeks before they even “evaluated” it, and then I was told repairs would take another 8 weeks. This meant I wouldn’t have my engagement ring for my engagement party or photos. Even after I begged them to expedite the process and offered to pay more, they couldn’t guarantee anything. In the end, it still took 4 weeks, and the ring was shipped the day before my engagement party (too late for me to wear it.) It is still in transit, so I still don't have it back, and I haven’t even seen photos to confirm the work was done. The phone number on their website only goes to voicemail, so there is no way to actually speak with someone. Email replies take 2–3 days, which is especially frustrating when dealing with urgent issues like a repair. The communication feels like dealing with Amazon customer service, not a company who has the most valuable piece of jewelry I own. When I followed up after waiting days for a reply, I was told to stop because my emails would be sent “to the back of the queue.” Extremely upsetting way to treat someone who is in need of help. My advice: go with a local jeweller who has a reputation to uphold and who you can talk to in person.

I rarely leave reviews, but my experience with VRAI demands attention. I sent my engagement ring in for repair after the center diamond dislodged—what followed was a 12-week ordeal marked by delays, poor communication, and a lack of transparency. Despite following every instruction promptly and paying for the repair, I had to chase updates constantly. I was even given a tracking number that falsely implied my ring had shipped, when in fact it hadn’t left their facility. Only after sending a strongly worded letter did I receive confirmation that the ring was finally on its way. This ring is not just a piece of jewelry—it’s a symbol of one of the most meaningful moments in my life. The emotional toll of this experience was significant, and the lack of urgency or accountability from VRAI was unacceptable. While the ring has now been returned, the damage to my trust remains. I expected better from a company that markets itself as premium and customer-focused. I hope they take serious steps to improve their operations and communication, because no one should have to go through what I did.

Andrea made our engagement ring shopping experience easy and fun. We came without an appt directly from another store and instantly made our decision.

Worked with Andrea, she was amazing and very attentive to detail. Consistently followed up over email and phone. Kept us in the loop during the ring building process. Shopping and finding a ring was a breeze with her.

I had my eyes on the signature engagement ring but it was a little over my budget. Luckily I was contacted by Yi-Ting from the London showroom who was able to help with costs and advise on diamonds etc. The ring turned up on schedule and is absolutely perfect, the comments my partner gets on it says it all. Overall its been a great experience and a very happy customer, thankyou again to Yi-Ting for that little bit of direction I needed to make the purchase.

I signed up to their email subscription. It promises a 5% discount that never comes. I got the signup email and a welcome email, but never the elusive code. That's very misleading...perhaps hoping people give up and buy without the code. It's not a lot, but on a few grand, at least it offsets GST.