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.

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.

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?

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!

Ordered- Emerald with diamond shoulders Via Diamond Heaven

By my experience i would NOT recommend these to any one, ordered a ring which on the website stated the delivery time approx 2-3 weeks, after 4/5 weeks of waiting and chasing for updates i was getting told various reasons for the delay to which none matched. On a number of times when I rang they said they would ring me back at the end of that day with update but didnt once, and certain days i would have to ring 3 times when speaking to the staff none of had communciated to one another so i had to explain myself over and over again you may get a great price for the ring, but i would suggest pay that little bit extra and go else where. I gotmyself a refund and going to a local jewellers.