Complaints

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello , Ive purchased my diamond through another company and sent to Ritani to have my diamond set in their setting. Ive submitted all proof of purchase and IGI diamond certificate plus pictures of my diamond to Ritani upon request due to my package never made it to my address after they set the diamond. Instead was told my package was damaged and or empty once scanned in one of the hub destinations in another state in route to me by Ritani. I am in constant contact about my diamond being replaced by Ritani of the equivalent, to the one they have set and shipped or either my refund to me that I provided proof of purchase so I can get another one. My upcoming wedding is February 3rd **** and I have pictures prior to and no ring on my finger. Im easy to please just want my ring before my big day. My tracking number is ************ ***** and my order number # *****A. I do not understand if ***** does not have my diamond ring why cant Ritani get it replaced for me or a refund so my fianc and I may pick out a new one before my wedding day.

  Customer response

  01/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After returning a diamond I purchased from Ritanti back in July of 2023, they have made it impossible to get a refund. I am constantly told whatever I want to hear and nothing actually happens. I have ***** confirmation that that *********************** received my returned diamond on 7/31/23 at 10:47AM. Nearly a month goes by and not a single person reaches out from Ritani regarding my refund. I call as ask for a check to be sent to me as my original form of payment was wire payment. They agree and say a check will be sent out and a email confirmation of this will sent as well. Neither of this actually happened. I call to try to get an update and apparently their controller is not in the office until the first week of september. I call back and there is no record of anything being mailed to me. Then they tell me it will be sent out on the 7th. I again ask for the tracking number and am told that it will be emailed to me. 2 weeks go by and I received no tracking number and no check. At this point, they have had my returned diamond for 7 weeks and im still out my $4,000+. I am tired of waiting at this point and tell them to just wire me the refund and I will have to eat the $35 wire fee. They dont go for this but instead tell me to wait another week for it them to confirm it is lost before they send out a wire refund. Another week goes by an still no check. I call them back and now they will send me a wire refund. I complete their form 10/2/23 and ***** emails back saying I should have the funds within 48 hours. Another week goes by and no wire refund was sent to my bank. At this point all I want is a PDF wire recipient that my money has been sent out as I cannot trust anything their customer service reps say. Their words are meaningless

  Business response

  10/17/2023

  Customer initiated the return on July 24th. We got the diamond back on August 1st. We sent the customer a check for the refund on September 9th. By September 29th the customer reached out letting us know that he did not get the check. We needed to investigate and ensure the check was not cashed. Once the check was confirmed lost on October 6th we decided to move forward with a bank wire refund to avoid that same issue happening again. We did not want to risk it and wanted to get him his money back asap. We sumbited the bank wire refund on October 10th in the amount of 4,021.40. This has since been resolved and customer has his refund.

• Initial Complaint

  09/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  4/10/23: placed order with Ritani 5/3/23: order delivered I initially expressed concerns about the quality of the setting in June, and was told to send it back. I did not do so immediately, but lost a stone shortly there after and emailed about the warranty. I promptly sent the ring back, and it was confirmed that it was received.I was initially promised it would be returned on August 4, and I have not heard anything cents. The store refuses to commit to a specific date, and I am not receiving updates about the status of my repair.

  Business response

  09/26/2023

  hi,

   

  The customer sent in (July 21st) the ring shortly after receiving it becaue a stone had fallen out. This ring is from a 3rd party vendor who would process the repair. This process takes 3-5 weeks.

  By August 17th ***** reached out for an update on the repair. We noticed it was delayed and let her know. Once we realized there was more of a delay we reached out to the vendor for the status update. They let us know it was sent to India for repair and we should have back by Sept 6th - I told them to ship it direct to the customer so we do not waste anymore time. By Sept 7th we realized it still did not ship so I alerted ***** and requested a refund. I understand her frustration so we honored the return. She was refunded by Sept 8th. This has since been resolved. Please see screenshot of conversations with ***** and the conversation with our Vendor (*****)

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased an engagement ring and setting from Ritani in December 2023. Centerstone came loose after six months. Was told the only way I could repair it and maintain the warranty would be to send it in and wait three weeks for repair. Sent it in and received in a few weeks later. The ring was altered to include a rail along the bottom of the stone, blocking the view of the stone from the side - materially altering the ring. I never approved this modification nor was I even notified it was happening. Ritani's only solution was to have me send it back in again at which time they could remove the rail but I would need to sign a waiver of the warranty. They sold me the ring and stone only six months ago with a warranty promise, and are now refusing to maintain that warranty because of a poor design on their part. Ritani refused to allow me to return the ring because it was out of the return period.

  Business response

  08/30/2023

  Customer sent back his ring on Aug 3 because the center stone was loose. This style has been altered since his order with a support bar because of this issue. He sent it back to be repaired and production added a support bar for the diamond security. He received it and does not like the support bar. We offered to send it back and remake it with thicker prongs and a waiver signed since we firmly believe it needs a support bar. He didnt want that; he wants a discount. I offered him a $200 refund. He was still not happy. We offered to change for a new setting or whatever he wanted. He was not happy. We offered a return on the setting, and he accepted.

  This is resolved on our end as we did offer him a return and he did accept. 

  
  *******************************************************

  Customer response

  08/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  Ritani misconstrues the sequence of events and the proposed resolution. Ring was sent back for tightening only and Ritani materially altered the ring without permission or even notification. Ritani then refused to undue the alterations without me signing a warranty waiver. I was never offered a new setting as Ritani claims. I was offered a return and full refund for the setting, which I accepted, but company has failed to provide return label as promised, and I would like a confirmation of the amount of the refund prior to shipment.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************************
  
  
  
  
   
  

  Customer response

  09/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   As I said in my prior response which they clearly are not reading:

  1. Business never sent the return label they ensured me they would said to my email address on file. I cannot return the ring without the label.

  2. I want to know the amount of the refund in advance of sending the ring back, so that I am not victim to another bait and switch tactic from this company.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************************
  
  
  
  
   
  

  Business response

  09/05/2023

  Hi, 

  Sincere apologies. We have sent you your return label. 

  *****************************************************
  
  The refund amount is $607.50 for setting

  Thank you

• Initial Complaint

  02/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello! On January/2023 I received my engagement ring and wedding ring from Ritani (Order #*****), both white gold 18k. Unfortunately, the wedding band started to cause me rashes. Also, the rings have different colors, but it was supposed to be the same color since the amount of gold is the same. I contacted customer service to request a return label for the wedding band and explained the situation, but they refused because it's outside of their 30 days policy return window. I believe it would be reasonable to accept my return as an exception because I didn't know the ring would cause me rashes as I started to use it in February. I would like to please return it for a refund. Thank you.

  Business response

  03/01/2023

  Hi, 

  We understand that the customer is experiencing an allergic reaction to the ring as she states. We still cannot accept this ring back as it is well after the 30 day return period. 

  Thank you

  Customer response

  03/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  It's not fair that I have to keep a ring that is causing me rashes because of their quality issue, it's not so long after the return policy period so the business should open an exception and allow me to return it.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************************
  
  
  
  
   
  

  Business response

  03/01/2023

  We stand by our decision. You purchased an 18kt white gold wedding band and returned it previously. This is the second one, unfortunately we are not at fault for your allergic reaction. 

  Your 18kt gold engagement setting and wedding ring, were casted and made from the same metal batch. 

  We are terribly sorry if you feel this is unfair to you, but our 30 day return policy exists for a reason. 30 days is more than enough time to identify an allergy. 

  A metal allergy appears within 48 hours of wear if not earlier. 

   

  Thank you

  Customer response

  03/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Since the store is online and I couldn't see the rings in person, I bought two wedding bands so I could pick the one that would match better my engagement ring and returned the one it didn't match well. I don't know what that return has anything to do with the fact that the ring I kept is causing me rashes. I noticed the rashes only recently because I started using the wedding band in February. I reject your answer because it doesn't resolve my problem, and as a costumer I'd expect a better costumer service from a business related to such a special moment of our lives.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************************
  
  
  
  
   
  

• Initial Complaint

  02/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Saturday, January 21, 2023, I placed an order with Ritani for a lab diamond solitaire ring (Order No. *****) in the amount of $2,878.30. The lab diamond solitaire ring consisted of 1 princess cut diamond, **** carats, SKU: D-787LBYWDR2, Cut: Very Good, Color: ** ******** SI1, Price: $2,477.00, as well as one 4 prong solitaire knife-edge engagement setting, SKU: 1PCZ7286, Price: $213.00 - Total Cost including tax: $2,878.30. My **** card ending in **** was charged for this ring. I received the ring via Federal Express delivery on February 1, 2023, ***** Tracking No. ************, which was signed for by me. I opened the package immediately after receipt, inspected the ring, did not like the lab diamond and immediately contacted Ritani for a return/refund authorization number and prepaid label, which they provided (***** Tracking No. ************). I immediately shipped the return package to Ritani on February 1 and Ritani received the package on Monday, February 6th at 10:03am, which was signed for by ************. After several inquiries as to my refund, finally, on Friday, February 10, 2023 I received an e-mail from Ritani stating that my Order ***** was refunded the amount of $2,878.30. As of today, Tuesday, February 14, 2023, my credit card has not been refunded the full amount of $2,878.30. After contacting my credit card company, they do not see the refund on their end. I want my money back. My guess is Ritani never issued the refund to my credit card. This is absolutely ridiculous and an absurd business practice. I sent the ring back to Ritani the same day I received it. I literally opened the package theday I received it (February 1st), inspected the ring, disliked it and returned it to them the same day via their return authorization and ***** label. Ritani received it February6th. There should be no issue here at all.

• Initial Complaint

  01/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a lab diamond **** Carat Round Lab Diamond SKU: D-900K6BS07P Ideal | D | VVS1 $6,756.my son engagement is 1/29/2023 And I still did not receive it Pleasessss HELP I call non-stop and leave messages they never call I call non stop no one ever picks this phone and the automated service keep telling you to wait I wait for over an hour daily and leave my name and number no one picks up LABORATORY GROWN ***************** *********** 55.5%May 11, 2022 IGI Report Number Description Shape and Cutting Style Measurements *************** Carat Weight Color Grade Clarity Grade Cut Grade 15% ***************************************** GROWN DIAMOND GRADING SCALE COLORLESS D-F NC NEAR COLORLESS *** VVS FT FAINT K-M VS VLT VERY LIGHT N-R SI SLIGHTLY INCLUDED LT LIGHT S-Z I INCLUDED ROUND BRILLIANT **** - **** X **** MM **** CARATS D VVS 1 IDEAL ******% 40.8EXCELLENT EXCELLENT May 11, 2022 IGI Report Number Description Shape and Cutting Style Measurements *************** Medium (Faceted)3440.861.9%CLARITY (10x)FL IF *********** LABORATORY GROWN DIAMOND ROUND BRILLIANT **** - **** X **** MM 55.5%Pointed 15%43%INCLUDED INCLUDED FLAWLESS ADDITIONAL GRADING INFORMATION **** CARATS D VVS 1 IDEAL CLARITY CHARACTERISTICS ADDITIONAL GRADING INFORMATION Polish EXCELLENT Fluorescence NONE Symmetry Fluorescence Inscription(s)EXCELLENT NONE LABGROWN IGI *********** LABGROWN IGI *********** Type II KEY TO SYMBOLS LABGROWN IGI *********** *********** SM IGI 2020, *********************************** FD - 10 20 Comments: As Grown - No indication of Type II **** CARATS IGI Report No *********** ROUND BRILLIANT May 11, 2022 **** - **** X **** MM Carat Weight D VVS 1 IDEAL 61.9%55.5%Medium (Faceted)Pointed EXCELLENT EXCELLENT NONE LABGROWN IGI *********** Where is my purchase I called federal express, post office, *** and no one has any knowledge of this ever being shipped from RITANI ************** Or **************

  Business response

  01/17/2023

  Hi,

  Attached is the order report for this customer. 

  His delivery date was January 12th 2023. His diamond shipped overnight on January 11th. 

  This is his Fed Ex Tracking *************************************************************************************************;

  Which says delivered on the 12th as promised. 

  As you can see, the diamond he checked out with is not the same as the diamond he is claiming to have ordered on this complaint. 

  We have self checkout, so he would have had to add the diamond to his cart and checkout on his own. He did not purchase the diamond he states. 

  He ordered this diamond ****************************************************

  We are reaching out to this customer now to gather information and process a claim with fed ex, but we will need a police report as well. 

  We also need to clarify the diamond purchased vs. the diamond he states in this complaint. 

  **** ***** **** *** ******* **** ************ ********* ************************  

  Customer response

  01/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

  I received my diamond
  Thank you so much
  Ritani is an absolute delight to deal with Honest mistake from my end They are perfect in every way to purchase from and their prices are excellent Thank you ***********************************************************************************
  
  
  Sincerely,
  
  **** ******
  
  
  
   
  

  
  

• Initial Complaint

  12/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had paid for a ring when I received the ring but it was small. I msg customer service they emailed me a return label to get my ring resized on 11-10-2022. I called the following week to see when will I get my ring back and I was told the following week. I have msg them every week since and ever single time I keep getting the same answer we will ship the ring back next week. On 12-6-2022 I was finally feed up and asked to speak to a manager and I was told a manager will call me we are now 12-20-2022 and I have not got any news about my ring and I have not gotten any call from any manager. I tried calling and I always get a msg saying that theres 57 people in front of me and to wait. I msg them back asking for a manager and again I was told ****** (manager) would call me back on 12-19-2022 by customer rep *********

  Business response

  12/21/2022

  This item was sent in for a resize and was shipped via ***** last night on on 12.20.22. Fed Ex Tracking Number ************

  We received this ring on November 15th and it was checking into our facility on November 16th. We took longer than usual to resize this ring for the customer due to the Holiday season volume. 

  We are sorry for the delay and any stress this may have caused you. 

• Initial Complaint

  08/30/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Date of transaction: Jul 18, ***********: ******* CAD Product: 18k rose gold engagement ring *** certificate: ********** ************** Report: #**-******* An opened empty package was received. The package was opened and damaged at the time of delivery, shown in ***s proof of delivery picture and the pictures I took. I contacted the business immediately after I found the ring was missing from the package. The conditions of the package at the time I received it was with a crack opened just big enough to take the ring out. Outside the package, the label also clearly indicated its an engagement ring inside (written under description) so the persons who handled the package would know exactly a diamond ring is inside the package.It has been more than a month and I went back and forth to contact the company for updates. They kept saying theres nothing they can do and didnt want to take any responsibility. *** also said no damage/missing items were recorded in their system, Im pretty sure someone who stole it or did not ship the item would not declare the package as stolen or missing for sure.. I just paid over five thousand for something I have never received..

  Business response

  09/14/2022

  This issue was resolved by our international shipping courier.The ring was in the box when we shipped as we have footage. 

  We filed a claim immediately after the customer contacted us. Unfortunately, customer had put in a request for no signature required. *** does not insure packages that don't require signatures as the recipient is accepting responsibility. 

  With that being said, we negotiated with our 3rd party courier who handles international shipping for us, and they refunded the client on our behalf. 

  Client has received a full refund, since their ring was lost in transit and delivered an empty box. 

  Customer response

  10/17/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ************* *******************
  
  
  
   
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩