There is a glitch on the website whereby the image of the product shown is different to the one actually being ordered, so I inadvertently ordered the wrong product - I was going my the image. I have been trying to get a refund for the past 2 weeks now with very poor communication. Today Diamond Heaven have finally agreed to asses my return but that I will be responsible for covering shipping costs and have not even confirmed that I am eligible for a return. This is incredibly disappointing. Be careful when ordering - if you receive an incorrect product you need to cover postage costs yourself and navigate their nightmare of a customer service. It's a shame as the product itself is lovely, just not what I ordered. I would recommend to shop with another retailer - there's loads of discount diamond stores out there that offer the exact same thing, at the same prices but with better customer service.

Our experience with Diamond Heaven went from bad to worse and ultimately tainted the early stages of our engagement. After receiving the ring we had to return it due to very obvious manufacturing imperfections, we waited 6 weeks for a ''brand new setting'' to be made but when it finally arrive, it was damaged and in a worse state than before. We had the examined by the National Associate of Jewelry who deemed it 'unfit for purpose' due to a handful of issues. We returned the ring in its entirety and have gone elsewhere to find a new engagement ring. The whole experience was stressful, hugely upsetting and extremely frustrating since we were met with insincere customer service and dishonesty. Given our experience with Diamond Heaven (Apex Jewelers), we would not recommend them.

As a bloke buying an engagement ring alone, the task is daunting. I had researched diamonds, rings and settings online before making a list of merchants I was going to visit around Hatton Garden. I travelled the 200 miles to London and planned to spend the day getting it right. After visiting 4 merchants, negotiating price (recommended for all to do) I settled on a diamond from Diamond Heaven, and decided on the ring and the setting. The staff member who dealt with me was great and I was satisfied. I was told the ring would take 2-3 weeks and we arranged for it to be posted (with insurance) to me. 2 weeks passed, and I called to find out progress. I was told that it was ready and would be sent to me in a day or two. Great! I arranged a family get together where we were to celebrate our engagement. The ring arrived a day earlier than I expected. Again great.....but that's where it all starts to unravel. On opening the package, the ring was not what I had discussed with DH, not what I had on my order form and not what I wanted. Without getting too technical, I ordered a square diamond which I wanted setting with a corner facing forward (compass set) and not square to the finger. The diamond was a regular setting not a compass setting. This meant the ring had a totally different appearance than what I ordered. (Reading other reviews, this seems a recurring theme with this diamond merchant) I immediately called DH to report the issue and was told that it was an internal communication issue. The engagement get together was in two days time which was insufficient to repair the manufacturing fault. This had to be the ring that I produced at the engagement party. To cut a long story short, the staff at DH Hatton Garden were very apologetic with the end result being that there was a series of communication failures within their office and then with the manufacturers. There could not have been an quality assurance process applied before the ring was sent out. DH Hatton Garden have significant process failures all the way through. The manager at DH Hatton Garden did not appear to be authorised to make decision when things went wrong, and referred to the owner in Birmingham (who I never spoke to). The owner suggested that I give the ring to my fiancée at the engagement party, show the guests, then take it off her for a few weeks so that they could reset it. I found this incredibly insensitive and lacked any judgement. This course of action would have resulted in a ring that had changed appearance significantly, let alone how my fiancée would have felt with the fact that I took the ring back off her the day after she got it! This showed that the owner what purely process and money driven in my opinion, and did not care about customer feelings and the romance of an engagement I had to negotiate a £200 refund over the next week, as I was not prepared to take the insensitive course of action the owner wanted. The net result is that my fiancée is wearing a ring for the rest of her life that was not ordered and not the one I wanted. The staff at DH Hatton Garden were polite and apologetic, but they have huge process problems involving verbal communication, paperwork, liaison with manufacturers and QA. The owner is total insensitive, in my opinion devoid of the sense of customer service, and not prepared to offer appropriate compensation for failures of his company. All in all, not satisfied. Think long and hard about using this company, as my experience was not good and I am not the only one who received a ring they did not order.

I have been meaning to leave this review for a while but I have been busy at work. I purchased an Engagement ring, who was extremely knowledgeable and patient. On collection I sat down and was shown the GIA laser inscription and certificate for the diamond I had purchased. I had been looking around for a while and she took the time to talk through everything. I will definertly recommend Diamond Heaven! Thank you.

wary about using this company, especially if you want a certificated diamond. We used Diamond Heaven Birmingham to buy an engagement ring. We dealt with the owner, selected a setting and asked for a GIA certificated diamond. GIA are the main authority who certify diamonds. Our ring was firstly set in the wrong setting (not complaining, mistakes happen). On both occasions we tried to collect the ring we had to remind them for the certificate. We were palmed off with excuses on both occasions, which looking back were rather thin (not issued with the diamond & then accidentally shredded!). A few hours later we were issued with a certificate by the GIE. Not the GIA. We did a lot of research into the GIE. These are little more than Diamond Heaven's own in house company (note their website warns against relying on in house certificates!). There was nothing to suggest our diamond was the quality they were saying it was. We showed the "certificate" to other local & national Jewelers who found it rather dodgy, as did we. DH have not offered to independently verify that the diamond was the quality we thought we were buying. We complained and were then offered a GIA diamond, but by that point we felt we had already been deliberately misled. They have defended themselves by saying we asked for "GIE" but we'd never even heard of them. I suspect that they are passing off diamonds as being certificated to unwary customers who don't know what to look for. Please - do your research into certification. If it's important to you, don't be palmed off with a dodgy word document which said nothing more than what they were telling us the diamond was! We are now having to issue legal proceedings to get our deposit back, our requests are being ignored. There are plenty of reputable Jewelers in the JQ. I would recommend using one of those and not DH.

Being a typical man, I came knowing nothing about what I wanted?? Had been confused by other shops. Came to diamond heaven in the jewellery quarter in Birmingham and the guy who served me (I don't know his name), was fantastic, took time to talk me through it all and found the perfect ring for me!! Also, he did everything he could to get me the ring in time, which he did! Thank you ever so much. My fiancé also adores her ring!!

My mate and I visited the jewellery quarter recently and was recommended to visit Crown Jules by a lady from another jewellers. Want to say thank you for all the help and will visit again soon!

Brought a diamond eternity ring from diamond heaven a few weeks ago as a birthday gift for my wife. We've been married 5 years now and have two kids so I thought it was about the right time! I came across the site via google and found it easy to browse, there was plenty of choice for me to choose from. As I live local so decided to visit the store. The young lady who served me was great (sorry I'm terrible with names) and we found a ring in no time! My wife absolutely adores it :) Look forward to visiting again once my wallet recovers... all the best!

I went to the jewellery quarter recently to try and get some ideas for an engagement ring. I was blown away with the incredible customer service from the staff at Diamond Heaven, in particular her knowledge of diamonds and the amount of time and attention she was willing to spend with me. At no point did I feel pressured to buy, it felt more like I was being helped to find the perfect ring for this special occasion rather than just being another sale to them. I Will be recommending Diamond Heaven to all of my family and friends and we will be back for our wedding bands. Once again many thanks to the staff at Diamond Heaven.

Recently purchased a lovely engagement ring from diamond heaven. I'd been recommended be a colleague at work who'd brought his ring from them; being a firm believer in recommendations I thought they'd be the best place to start. The website was easy to use and allowed me to customize everything to my specifications, this was something I couldn't seem to do on other sites. Communication was great, kept up to date with what was going on and when I requested updates got a prompt response. The ring arrived on time and was exactly what I wanted. All I need now if for her to say yes! Will definitely be recommending these guys to friends in future

I am not going to rewrite my review as I only did it a week ago. I am not sure why the 11 reviews that were on this website (many not good) have disappeared. It would seem that the only reviews available to potential customers now are five star ones on another site! I am trying to resolve my problem with diamond heaven before it goes to court but it is not looking good as I cannot get any replies to my emails. If the case is sorted then I will post another review to that effect. At this moment in time, I cannot recommend Diamond Heaven. I have given good for value for money because I was very pleased with the item before it broke. If replaced, I will be happy with my purchase.

I purchased a very expensive diamond tennis bracelet from Diamond Heaven. This was a special birthday present for myself. I was thrilled when it arrived but very sad when it broke the 4th time I wore it; it broke as I was fastening the clasp. I contacted DH immediately and expected to be offered a refund. However, what followed has caused extreme upset and anxiety. I was not only accused (backed up with so called expert reports) of breaking the bracelet "at speed" by catching it on something, I was also accused of not returning both parts of the broken bracelet. I am having to take DH to court. I have tried to resolve the issue but told they would not speak to me on the telephone about it, I would have to put it in writing and an email would be acceptable. I duly emailed the manager but never had a reply. I am now, with much anxiety, awaiting a court hearing. I did not want to post this review until the issue is resolved, but it seems very unfair not to tell people of my experience. Of course, I am sure many people have been delighted with their purchases. It is not so much the quality of the product I am reviewing, but the fact I have been accused of dishonesty and I would never be dishonest about anything. I might have accepted a replacement bracelet, but what would happen if it broke again through no fault of my own?

I know this an old thread but it's on page one of Google when you search Diamond Heaven reviews, so thought i'd post my experience of them here in case anyone else looks and wants an up to date review. I looked all over many websites and many Jewellers both high street and Manufacturers trying to find the best quality Diamonds with the best price tags. I was upgrading my wife's Trilogy ring for our 10th wedding anniversary. It took me weeks to find Diamond Heaven and at first I thought the prices were too good to be true. The same rings were around £600 cheaper on their site than the high street Jewellers, so I thought at first it must be online only and was dubious about ordering online without seeing the ring first. Then I discovered they have shops based in The Jewellery Quarter in Birmingham and Hatton Garden in London. So we decided to pay a visit. We went a few days later and walked into a beautifully stylish contemporary store, the most modern we had seen in the Jewellery Quarter and were taken aback. The store reflected the modern slique design of their website too. We were amazed by the sheer selection of loose diamonds, rings, Diamond rings. We were greeted immediately by a friendly faced lady. She listened carefully to our specifications and after asked all the right sort of questions to ascertain what we were looking for and she found some beautifully crafted rings all which sparkled and my wife beamed with anticipation. We took our 3 boys with us all under six and they were welcomed and allowed to sit on the provided leather sofa. When we went to Diamond Heaven we had a budget of around £800 max to spend which we came to realise would get us next to nothing in the high street. We came across rings in Diamond Heaven, that that were around £850 and these exact same specifications in the high street were coming at over £1400! My wife was spoilt for choice, as there was a lot more rings available within our budget than we expected. Only problem we had was all of the rings were in a size M, so my wife couldn't fit it on her O sized finger. We explained we weren't happy that we were unable to try the rings on as we had drove an awful long way to come and try the rings on. We told her, that we were willing to pay cash and asked what their best price was, expecting a very small amount to be discounted, as they were already considerably cheaper than anywhere else. Straight away she knocked off £150! My wife then asked for another £50 to be knocked off just to try her luck by saying "Ok, what's your bottom price?" she  went away and checked her computer and came back and agreed to a further £50 off the original asking price so £650 for a ring in the high street worth £1400! My wife spent nearly two hours in the shop deciding which ring she wanted and even though the kids were getting restless, the staff were brilliant and understood and were patient with us and the kids. We felt in no rush or pressured to buy and go. My wife then decided to 'think about it' as she couldn't decide on which ring she wanted and we walked out for some fresh air. On return, once my wife had decided which ring she wanted, asked for another cheeky £25 off the already massively discounted offer and it took a bit of persuading, but she agreed. So now the total price was £625!! The ring has to be resized as well so really we saved even more money as more gold has to be put into the ring! So we ended up getting a better ring, at a better price than we expected and we are very happy. It takes 2-3 days for a ring to be resized. Update - we picked up the ring today and it is absolutely stunning! We also have been given 10% off voucher for our return for our next purchase and also another voucher to give to friends! I can not fault the service from the staff, they have been over backwards to ensure we are happy and my wife is ecstatic with her ring. I will highly recommend them to everyone.

A Diamond Dealer/Shop relies on it's reputation and honesty. I ordered D-E VVS1 1.25 carat earrings from Diamond Heaven. A significant purchase, and one grade lower than the very best diamonds that money can buy. I collected the earrings and when I got home, was concerned to note that the insurance valuation showed a value of half of the advertised cost as shown on their website. Long story short. I had two separate independent valuations undertaken, at my own cost; they concurred and stated that the diamonds were far lesser quality. I notified Diamond Heaven and they asked for them back so they could investigate. We returned them and waited an inordinately long time, to be told that they had been looked at, and were of the quality specified at purchase. I had lost confidence by this time and insisted that they submit the diamonds to AnchorCert. (This is the official independent gem stone grader in the Jewellery Quarter) Diamond Heaven insisted that I paid. The diamonds (as per the other two valuations) were assessed as follows: Main Stones G to H SI1 Surround Stones H to J SI1 average. Good stones but a world of difference in terms of value and what I ordered. Diamond Heaven ONLY offered to replace the earrings with GIA certified stones of the the quality that I had originally ordered. They could not match the design as they admitted that they had overstated the carat weight of the original earrings by .05 carats. We are now persuing legal action. In summary Diamonds are a significant purchase and you trust the supplier to supply diamonds at the colour, clarity and carat weight specified. Diamond Heaven failed on all counts and their customer service has been truly dire. Avoid at all costs.

Where to begin.... I was looking for an engagement ring for my girlfriend and about a week ago I found this website and liked a look of some of the products. They seemed to have a vast collection of round cut yellow diamonds, which is just what I am after! I used the online form to book an appointment with the London store. A few hours later I received an email saying the store isn't actually open, but will be available for appointments the following week. No problem. I waited until the next week and replied to the email to book another appointment and included a description of what I was after. 'A round cut yellow diamond'. I booked a train and travelled to Hatton Garden, at which point I received a voicemail email saying that my appointment is for the Birmingham store and the employee made a mistake when replying to my appointment request. The London store still wasn't open. So as I had already travelled to London from Southampton I got on another train to Birmingham. Which took another 2 hours. I arrived in Birmingham and went directly to the store full of optimism and looking forward to seeing some round cut yellow diamonds, however the employees 'couldn't find my appointment on the system'. I explained again what I was wanting, (A yellow round cut diamond). But as it turns out, they had none in store all along! (Only cushion cut etc.) I have no idea whey they told me to come all the way to Birmingham when they don't have anything in stock that I asked for. So back on the train to Southampton I went. Just the other day I received an email from Diamond Heaven, and I quote from the email.... ''We have just received a delivery of new stock this morning that I think will be of interest to you''. Delighted to hear this I booked an appointment for the London branch. 2 hours of trains later I arrived, I was greeted by a very friendly gentleman who sat me down and got out the stones that had just arrived. NO ROUND CUT YELLOW DIAMONDS! Once again I have fallen for their false promises. The employee seemed to understand my disappointment after explaining the full story he took my phone number and email address and said he would hunt for some round cuts and call me within 2 hours. I went for a coffee and waited. waited. waited. I received no call, no email and no attempt of contact. I have now wasted 2 days, over 12 hours on trains and about £100 in train fairs with this company and feel extremely let down!

After taking my engagement ring to be resized I asked about a claw that was slightly offset only to be told that with that cut of diamond the claw will be slightly offset and they could not reshape the claw. This was acceptable as it was only 1 claw. After 4 hours of waiting for the resizing I was given the polished ring only to find that the diamond was loose and that all of the claws had moved. There was no apology as to why they hadn't noticed this bit sent it back to be tightened. After tightening the claws I recieved it back with all 4 claws of set now and a scratch out of the platinum. After complaining again and with no apology they sent it to be repolished. Another hour of waiting and I eventually recieved the ring back with now all 4 that are offset but have been told there is nothing they can do about this. An apology or prior warning about this would have been appreciated. I would not recommend buying a. Ring if you do not know the exact size as the staff are no help or are not polite

After searching quite a few jewellers including local and high street I was struggling to find exactly what I wanted as my engagement (yes I am very fussy!!) I then stumbled across diamond heaven on the internet and arranged to go to Birmingham and take a look around their shop. They had a huge collection of diamonds mounted and their own. Me being fussy found a set of three diamonds in a trilogy ring that were perfect however I didn’t like the mount it was set in, it looked a bit manly. They were more than happy to accommodate my requests and I had my stunning diamonds set in a more elegant mount. I couldn’t recommend this company enough, our purchase was quite large and they made sure we were comfortable throughout the process and the yearly cleaning for free is an opportunity that can’t be missed out on!!