1 star
1 star — Broken Promises, Unprofessional Staff & a Ring Two Sizes Too Large
This reviwe refers to the Copenhagen office:
My husband and I purchased an engagement ring — a significant emotional and financial investment. From the start, our salesperson Jake Maputol made explicit verbal promises: resizing was included one time at no cost, and he personally knew the manufacturers, making adjustments easy — no matter when we came back.
Both my husband and I heard this clearly. There was no mention of a 30-day policy window. None.
The ring arrived two sizes too large — so large it doesn’t fit my middle finger. When I returned to hold Jake to his word, the experience was appalling:
• He arrived 10 minutes late to a scheduled appointment booked at 9 AM for 12 PM — then blamed me for “booking last minute.”
• He suddenly introduced a 30-day policy that was never disclosed at point of sale, directly contradicting his own promise of a one-time free resize with no time restriction.
• He informed us resizing would incur a fee — and that they would keep the excess gold from our own ring.
• When I cited his exact words, he became defensive, raised his voice, and repeatedly interrupted me.
• He then asked if I was “feeling well today” — a dismissive, condescending attempt to invalidate a legitimate complaint from a paying customer.
Hiding behind a 30-day policy after explicitly promising otherwise is dishonest. Diamond Factory — your staff is making verbal commitments your business won’t honor, then treating customers as the problem. We will not return, and we strongly advise anyone purchasing here: get every single promise in writing.