The Diamond Store Reviews

Name: The Diamond Store
Address: Suite 17410 Lower Ground Floor 145-157 St John Street, London
Rating: 1.43

1.4 Rating 53 Reviews

9 %

of reviewers recommend The Diamond Store

1.4

Based on 53 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Customer Service
Communication Channels	Live Chat, Email

About The Diamond Store:

The Diamond Store is setting the standard for buying jewellery online. Our easy to navigate website makes choosing a piece of jewellery simple. We offer a 30 Day Money Back Guarantee (on most items), FREE nationwide delivery and provide our customers with a fast, efficient service at prices which make the High Street look really expensive!We sell around 2500 different pieces of Diamond and Gemstone Jewellery. Our popular ranges are traditional engagement rings, eternity rings, diamond bracelets and diamond stud earrings. All our jewellery comes with a Certificate of Authenticity and a Free Insurance Valuation.

Visit Website

Phone:

0845 084 1200

Email:

sales@thediamondstore.co.uk

Location:

Suite 17410 Lower Ground Floor 145-157 St John Street
London
EC1V 4PW

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The Diamond Store 1 star review on 30th December 2024

Jasmine Ambrose

The Diamond Store 1 star review on 30th April 2024

Emma Jones

The Diamond Store 1 star review on 21st March 2024

The Diamond Store 1 star review on 5th April 2022

CrsC

The Diamond Store 1 star review on 18th February 2022

Claire

Anonymous

Anonymous // 01/01/2019

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“This company can ruin even the most special occasions. Placed an order for an expensive wedding ring, was told it was in stock paid in full then to be told it wasn’t in stock. They even admitted this in a chat response from "Charlotte" it stated: "At the moment, our website does not display a live stock count for each size, which may lead to the ring being advertised as available for next-day delivery for all sizes. Please rest assured that we are actively working on improving our website to implement a live stock count feature." This is know as bait and switch which is a breach of the consumer protection act 2015. When I placed the order I was told it was in stock and I'd get it next day, but then they said it wasn't and they would have to make it specially, I was only told this after they had my money. (again bait and switch), a few days later they then forced me to agree to additional terms and conditions, again this is a breach of consumer regulations by unilaterally imposing new terms and conditions. I placed the order on 5th December, I still don't have the ring (yet the have had my approximately £4k for nearly 6 weeks, which was meant to be presented for Christmas, this company can ruin even the most special occasions. Another of the consumer regulations they breach comes when they entice their customer to buy their products based on the unsubstantiated RRP prices, in my instance they stated the RRP was £6,739 and their price was £3,665. I asked them to demonstrate how they arrived at the RRp of £6,739, so I could decide if I actually was getting a good deal, they refused to be transparent. They sad the RRp was the "estimated hight street value", this means nothing as they would not state how the arrived at that estimate. I asked for the data used to reach that estimate, they again refused. They said the data was classified. This is a breach of consumer regulations to use RRP to entice customers then refuse to provide the calculations and data to demonstrate this. It is also a breach of the Advertising standards Authority's advertising codes. I raised this and the delays in providing the ring in early december I still have had no ring and no response to my complaints, which they say they will deal with winin 10 days. Their phone lines have been down for over a since beginning of December, the recorded message says it due to a technical issues. A company this size would not allow this communications contractors to allow this to happen, it is obvious given the delays I have suffered in getting responses and waiting 4 times longer to get the ring than I paid for, the phone line have been taken down by them as they are massively under staffed. Yet they treat their customers like idiots and expect them to believe it is due to technical issues.”

Helpful Report

Posted 5 days ago

“I am devastated to write this review, as it concerns a piece of jewellery that was meant to represent one of the most significant moments of my life. My fiancé proposed to me this summer in the Caribbean with what we believed to be a beautiful diamond ring made of solid 18k gold. However, after just three months of wearing it, I noticed that the gold had started to wear away, exposing black tarnished spots underneath. At first, I hesitated to say anything, not wanting to seem ungrateful or upset him. But as the tarnishing worsened, I asked if we could send the ring back for cleaning. To our shock, we discovered the ring wasn’t made of solid 18k gold as advertised—it was only gold plated. This revelation completely shattered my trust in this jeweller. How could such an error be made with something as significant as an engagement ring? While the company admitted their mistake and replaced the ring, the damage had already been done. The sentimental value of the original ring—the one my fiancé used to propose—was lost. This replacement simply isn’t the same, and the emotional connection I had to that specific ring has been irreparably tarnished. To make matters worse, we received no form of compensation for the error or the distress it caused. This experience has cast a shadow over what should have been one of the happiest memories of my life. I strongly discourage anyone from purchasing an engagement ring or other meaningful jewellery from this store. For items as deeply personal as these, integrity, transparency, and quality are absolutely essential—standards this company failed to uphold.”

Helpful Report

Posted 2 weeks ago

“Firstly, the ring that was sent was the wrong size to what I ordered which meant it was miles too big. If the original size I ordered was sent it would have probably fit just a bit big but because I had to return the ring I asked for a smaller size. Since then I have had no communication regarding the ring and when I should expect it back. I understand it is the Christmas period so they will be extremely busy but this is completely unacceptable. I just would like to know when the ring will be sent back as my fiancé is currently without a ring and this whole situation is ruining our engagement, we have already had to delay our engagement party due to this.”

Helpful Report

Posted 2 weeks ago

“Awful company, took £1200 for a pair of earrings and then after the money had cleared told me the item wasn’t out of stock. They ensured me the item would be with me by Christmas but on Christmas Eve decided to tell me that it wouldn’t be. Unscrupulous company that is bordering on a scam. Also, looking at other reviews here seems the quality is also very dubious. Feels like I’ve dodged a bullet not buying from them!!”

Helpful Report

Posted 3 weeks ago

“This company is a shambles.”

Helpful Report

Posted 1 month ago

“Make certain you know exactly what you're ordering!! I wanted to post an update to my earlier (anonymous) review regarding the poor service received. My ring did eventually arrive on the morning of my departure for my weekend away and I have to say it looks stunning. However, when I returned home and had time to sit and review the documentation, I was a little surprised. I had ordered a ring with a description on the website of: Elizabeth Lab Diamond Halo Engagement Ring in Platinum 1.00ct F/VS1. The website also offers the following information - DIAMOND SIZE "Which Diamond Size is right for you Larger diamonds are rarer and more valuable, now and will also be in the future. When considering the size, think about what she or your friends wear and how you would like to compare." Now imagine my surprise when the SKD Diamond Grading Report that came with my ring said "Weight 0.50ct". On querying this with the The Diamond Store, I have been informed that the 1.00 carat refers to the total diamond weight (there are a number of smaller diamonds also in the ring). My personal experience here has been awful. It started with waiting 14 woking days for a ring that was advertised as next working day delivery and, maybe I didn't look hard enough, but I also feel misled now about the what I thought was the size of the diamond. I'm not going to suggest that you don't use this company as there appear to be lots of good reviews and the ring I have is beautiful, but PLEASE make absolutely certain you apeak to these people BEFORE ordering and ENSURE that you get a written quote with a full description in advance of placing an order and parting with your hard-earned cash.”

Helpful Report

Posted 1 month ago

“I wish I'd seen these reviews! If you choose to use this company, please ensure that what you want is in stock. I'm still waiting for my "next day delivery" order 12 working days later. Communication is appalling! Now considering my options.”

Helpful Report

Posted 1 month ago

“I strongly advise against purchasing from this company. I ordered an engagement ring and specifically requested it to be delivered to my work address. Despite this, it was sent to my home address, where my partner was present, completely ruining the surprise. To make matters worse, the ring arrived in the wrong size. I was initially told it would take 10 days to process a return and send the correct size, but now I’ve been informed it will take 4 weeks. Additionally, I was promised a phone call within 24 hours to resolve the issue. It has now been 4 days, and I’ve been told their phone lines are down, so they cannot contact me. This company has proven to be unreliable and unprofessional, providing poor communication and failing to meet their promises. I would never recommend ordering from them.”

Helpful Report

Posted 1 month ago

“I wish I had read reviews before I ordered ! The diamon store do not deliver after 6pm which is usually when people are home. And they can’t leave it in a safe place which is understandable but leaves no option for any deliveries to a person after 6pm. The only options are to deliver to another address or pay extra for a weekend delivery. It’s a shame they don’t use a courier who can deliver in the evenings. For a diamond store, I’m surprised they wouldn’t have that options especially if it’s a birthday gift a customer wants to send on a particular occasion in the week days after 6pm. Customer services also recalled my delivery without my consent and now my gift I had wished to arrive on the day of my relatives birthday, will not be received. Very disappointed in the service I received. Limited options with this company for delivery.”

Helpful Report

Posted 2 months ago

“Beware – Poor Quality, Misleading Practices, and Terrible Customer Service I am extremely disappointed and frustrated with The Diamond Store London. What should have been a straightforward, high-quality purchase has turned into a stressful, prolonged ordeal filled with broken promises, evasive responses, and complete lack of accountability. I bought an engagement ring in February (Order #431393), expecting a beautifully crafted piece of jewelry. Instead, within months, a reputable jeweler informed me that the stones were poorly set, at high risk of falling out, and the band was so thin it couldn’t withstand basic maintenance. Weak claws made it impossible to clean the ring without risking further damage. The entire ring needed reinforcement work—a shocking and unacceptable state for a new, expensive item. When I raised these issues with The Diamond Store, the response was infuriatingly vague and dismissive. They assured me the replacement ring would be a match, yet provided conflicting documents that showed discrepancies in diamond clarity, carat weight, and measurements. My efforts to get clear answers have been met with empty reassurances and zero clarity. The replacement ring has been fraught with issues: My “Valuation for Insurance” document says VS1 clarity, but the diamond certificate states VV2. Why this difference? The replacement diamond was smaller than the original, with a lower carat weight, which the store brushed off as “natural variance”—at my expense. Vague “concerns” about the original ring were mentioned, yet no concrete explanation was ever provided about the problems or steps taken to ensure they wouldn’t recur. I’ve had to escalate my complaint, even threaten to consult the Citizens Advice Bureau and Trading Standards, just to get a response that isn’t a copy-paste job. Despite my numerous emails, they have repeatedly failed to resolve these serious issues. The Diamond Store offered a £100 voucher as an apology—frankly insulting after months of dealing with their evasive tactics. If you value transparency, quality, or even basic customer service, stay away from The Diamond Store London. I wish someone had warned me before I wasted my time and money. This company is untrustworthy, evasive, and falls far short of what anyone should expect when making such a significant purchase. Avoid them at all costs.”

Helpful Report

Posted 2 months ago

“Appalling company! Merely enquired about a purchase and have been inundated with marketing Emails. Tried 'unsubscribe' link and blocked by antivirus protection as suspect. Twice requested Customer Services to remove my details from their database and cease the unwanted Emails - still continue 3 a week. ICO next step... Don't touch the company as you may regret it.”

Helpful Report

Posted 5 months ago

“TDS advertised a ring for sale at the size we needed. TDS took our payment. Few days later, TDS said that they do not have it in stock!! We were very disappointed and upset as TDS should have, at point of ordering, said that it was "out of stock". No compensation was offered, except for a refund! The same ring and size is still be advertised for sale - how many other people are they going to upset and disappoint!! Do not deal with TDS as their practises are unethical.”

Helpful Report

Posted 5 months ago

“AVOID! I had my eternity ring on a few weeks and a stone came out. Company said this was caused by trauma and as a gesture of goodwill we needed to pay £150 to have fixed. Although I have no recollection of “trauma” we paid the money reluctantly as I wanted my ring back. 3 weeks after getting the ring back, whilst laying on a sun lounger on holiday I noticed the same stone was missing and another loose! This shambolic company now want £420 to repair through apparently more “trauma” to the ring, all whilst laying on a sun lounger by the pool. We are now seeking advice. The upset and anguish this company causes with their poorly made jewellery is horrendous! Please do not fall fail to this company. It has caused us so much anguish. We are over £2000 down with no eternity ring. This was a Christmas present and has not been on my finger for more than 7 weeks in total. Shame on you diamond store.”

Helpful Report

Posted 8 months ago

“German man was rude, pushy, and didn’t listen to a word I said. All he is interested in was treating me like an idiot, like I knew nothing about diamonds, and wanted to push as much carrot weight as he could for on me. I walked out of the store.”

Helpful Report

Posted 8 months ago

“Ordered a necklace for a birthday gift. Made the order 24 days before the birthday so it would arrive on time. Order never arrived. For some reason they asked the carrier for it to be shipped back. They never told me the reason. Rude customer service.”

Helpful Report

Posted 9 months ago

“I brought a diamond ring for my wife as… I brought a diamond ring for my wife as a wedding ring. it was £3300 at the end of 2018. In 2021 we had to send the ring back as a clasp broke, and this was repaired under warranty. In Nov 2023 we had to return the ring again as two clasps broke, and my wife nearly lost the diamond, but luckily she noticed it was moving ! We returned the ring again only this time it was out of the 5 year guarantee, and now they wanted to charge us to repair it. We weren’t happy about this and took the matter further, but they insisted it wast “wear and tear” Im not sure on a ring how this works as its sold to be worn for life and used constantly ? Only she only ever wore it when going out, yet it’s worn out ?? Reluctantly we said we would have repaired at our expense, £150, they took the money but they couldn’t even guarantee if they could effect a repair, and couldn’t offer any guarantee on this. They suggested they could make a new clasp for £400, but again couldn’t offer any guarantee !! We consider this a reasonable price to have paid for a ring. The quality of the ring has been extremely disappointing, especially as she has ring years old and worn everyday with no issues. We feel the workmanship / materials on this ring to be substandard, and given that the ring needed repairing 3 years in, that this should have had some bearing to how were now being treated as clearly there was an issue with it, and this should have been picked up on its “1st” repair !! Not impressed with The Diamond Store”

Helpful Report

Posted 10 months ago

“Shocking just shocking - avoid. Bracelet is the lowest quality and kept breaking, instead of a refund they replaced it until they blamed my wife it was her fault it broke. Worst scam ever”

Helpful Report

Posted 10 months ago

“AVOID LIKE THE PLAGUE My engagement ring was purchased from the diamond store. Unfortunately we lost our warranty on it because we had it resized by a 3rd party. 12 months LATER one of the claws holding in the central diamond broke, luckily I noticed before the diamond came out and we sent the ring back. We paid for repairs and they sent the ring back. Just 4 weeks later another of the claws broke!! this time unfortunately the central diamond fell out and was lost. We were completely shocked the ring had broken for a second time and within 4 weeks of receiving it back from the first lot of repairs for the same issue. This time, because the repairs were more costly, the diamond store went into full defense mode and started blaming the company that carried out the resizing over 12 months ago for the 2 recent breaks. They were incredibly unhelpful, gave us a crazily low valuation for the ring, and then told us it was irreparable and that we would have to purchase a new ring from them. We have since been to a local jewelers who have quoted £450.00 for ALL of the repair work, cleaning and re-plating which is to include upgrading the claws, as they advised us that they are poorly made and not very durable which is why this ring was repeatedly breaking. Now even more annoyed that the diamond store had classed this ring as irreparable, and strongly feel like they were just pushing us to spend more money with them. save to say we will NEVER buy anything from them again and will advise others the same.”

Helpful Report

Posted 11 months ago

“Avoid this company!! Worst customer service EVER, never call you back EVER I ordered an engagement ring on 4/12/23 that I was taking to Sri Lanka to propose to my girlfriend. The package arrived on 27/12/23 and I immediately saw the wrong ring had been delivered. I assumed this was an error due to the busy time of year and attempted to contact TDS in 4 different ways to resolve it. Their phone lines were shut for a month - incredibly frustrating! Managed to get through via email to arrange a return. TDS got back to me in the new year stating the ring returned wasn’t their ring because it doesn’t bear their hallmark, and asked if had returned it in error, and until I return the correct ring, they will not issue a refund. Someone in there packing room switched my engagement ring for a cheap gold ring and the company are taking no responsibility for it . Apparently the customer is always wrong and a thief !!!! This issue has been going back and forth since 27/12/23 and TDS are refusing to give me a refund because the ring doesn’t bear their hallmark. From my perspective, I have returned the ring I received from their company. I am now £1650 out of pocket and with no ring to show for it!! Fuming! I decided to reach out to the CEO to resolve this, and he flatly refused to take responsibility. What should have been a happy moment for us has been marred by this poor experience. DO NOT USE THIS COMPANY!! Go to a reputable jeweller instead. Incredibly frustrating and distressing experience and continues to be so!”

Helpful Report

Posted 11 months ago

“I am compelled to express my dissatisfaction with your service, particularly after the purchase process. While contacting customer service before buying was effortless, my experience has taken a disappointing turn. I returned a bracelet that broke (due to no fault of mine), but I have not received any response or confirmation email regarding the return. This lack of communication has marred what could have been a positive experience for me. Regrettably, I cannot consider my experience satisfactory. I kindly request prompt attention to the issues surrounding my order #386423 and a timely response addressing the status of my return. I anticipate your swift resolution to rectify this situation.”

Helpful Report

Posted 11 months ago

The Diamond Store is rated 1.4 based on 53 reviews