Blue Nile 11700 Rock Rose Avenue, Austin, TX 78758

"I purchased a diamond from Blue Nile over 10 years ago. The experience then was outstanding. On 12 December 2023 I decided to trade-in this diamond for a larger engagement ring - 43d wedding anniversary gift. The process from start to finish was absolutely horrendous. 1. Spent 45 minutes with a chat agent selecting a stone. Told the agent I was "sold" and ready to make the trade-in. Agent told me that could only be done via phone. Called the 1-800 number. The sale rep had no record of the dialogue I had with the chat agent. Had I not kept the diamond number from the chat interaction it would have been back to square one. 2023 and no integration of sales channels at this company. Horrendous customer experience. 2. The sales agent failed to disclose the terms and conditions of the sale. E.g. (a) Once trade-in is started you are committed. (b) There could be "issues" during the inspection process of the ring being traded-in. (c) 6-12 weeks delivery time - I learned this from a "diamond expert" who handles escalated issues. 3. I was told multiple times by chat and voice agents the ring would be sent via FEDEX-express for overnight delivery, signature required. Today I received an email from Blue Nile with a FEDEX tracking number. Finally..... I waited 4 hours and checked the status on FEDEX website only to learn the "shipper has cancelled this delivery and no further updates will be provided". What??? 4. I spent 20 minutes with a customer care agent who was very professional. He told me the shipment was cancelled because "high dollar diamonds must be shipped via Malca-Express. What?? There are no process / QC checks for a shipment of a $81,000 ring? There is no proactive follow-up with customers who have an order / tracking number cancelled? So here my wife and I set with no idea if the ring is coming tomorrow or not... after a 7 week wait. Weekend plans on hold because Blue Nile has no focus on the customer experience. Blue Nile was recently acquired by Signet ... the conglomerate that owns several retail jewelry chains. I contacted the Signet CEO and investor relations team about the sales experience weeks ago. No response. And sadly the fulfillment process is just as poorly managed as the sales process. I also filed a BBB complaint. Blue Nile responded to BBB and said they would be in contact with me a week ago. No contact from Blue Nile.... a repeat customer making a major purchase. DO NOT waste your time with this business. Horrendous experience. There are better options with less stress and angst. Shame on Blue Nile and double shame on Signet."

"Great staffs, very patient and nice! We ordered rings online but measurement was off so we have to resize. They helped us get the right size and send them for resizing. Everything went smoothly."

"Definitely recommend this place Cesar was patient and knew exactly what I wanted ! For my first time ever ring shopping I enjoyed my experience there the environment is amazing and so exciting! I learned the the 4 c’s! Once again 5 STARS !! If Cesar is there ask for his help you won’t regret it !!"

"My fiancé and I visited this location last night on a whim and left so glad that we did! We had a long chat with the sales associate Lauren who was wildly helpful with both our need for my ring resizing and all things Austin recommendations. Lauren was incredibly patient with all of the questions we asked, the requests we had, and shared great recommendations for wedding bands. Couldn’t have dreamed of a better in-person experience with Blue Nile after having the ring purchased on their online store."

"What a pleasant and professional experience we had. We were in Austin for the weekend and excited to visit another store. Our experience at the other store (which shall remain nameless) was very poor. When we arrived, we were given a 45 minute limit to search for the perfect engagement ring. That’s right, 45 minutes to make a decision worth tens of thousands. We left that place and headed to blue Nile where we had another appointment. We were greeted by Naomi Ramos, she was expecting us and she has a very warm, inviting personality and made us feel special. She took us thru the entire process from beginning to ending. Even the manager, Paul stepped in and helped us select the perfect diamond. That’s right, we had two professionals helping us. Our appointment was at 4:00pm and we didn’t finish till 7:10pm. We never felt rushed to make a decision. We felt that they cared about us making the right decision and as we apologized for taking so much of their time, they reassured us that they were there to help us. We probably took a little over an hour selecting the right setting and then the rest of the time on picking just the perfect stone. They are very knowledgeable about stones and guides us on narrowing our options to three. From the three, we were able to select the right stone for us. This is how things should be done, ask questions, explain the options, pros and cons and let the clients make an informed decision. True professionals. After we selected the stone, they explained the purchasing process and some ways to save a few dollars. We truly had a fantastic experience and glad we purchased this ring at this location. We could have easily gone back home to another blue Nile at our local store but we felt this team had our best interest at heart. We highly recommend you chose this location as your go to choice for your engagement ring. Ask for Naomi and Paul."