Business ProfileforDiamond Nexus

In July of 2023, BBB detected a pattern of complaints for Diamond Nexus. Many of these complaints pertained to product and advertising issues; in particular, consumers stated that the product that they purchased was not as advertised, or that the overall quality of the product was poor. Consumers also stated that the guarantee/warranty they believed they were receiving was not upheld and that the refund/exchange process was difficult to work through.

Diamond Nexus provided a response to this inquiry on July 17, 2023, and addressed the concerns brought forth. Their response explained that their language was reviewed by the FTC in 2019 when the guidelines were updated. The language recommendations and guidelines that were put in place by the FTC in 2019 addressed gemstone descriptions; in particular “lab-grown diamond” or “lab-created diamonds” diamonds and other “lab-created gemstones.” Updates were made to the Diamond Nexus website that met these guidelines. The Nexus Diamond Alternative always appears with the word “alternative” and/or “simulant” as a qualifying descriptor and the expanded definition appears in every step of the shopping and checkout process. The patented Nexus Diamond ™  Alternative is a simulant stone that replicates the look of a flawless diamond. 

Diamond Nexus has also added additional man-made stone types to their site as of July 2022, and January 2023. The stone offers include: Lab Grown Diamonds, Moissanite, and the Patented Nexus Diamond ™  Alternative. The definitions presented are as follows and require selection prior to checking out:

Lab Grown Diamond: A man-made diamond that is chemically identical to a mined diamond.

Moissanite: A lab-created gemstone with more fire and brilliance than a diamond. 

Nexus Diamond Alternative: A patented diamond simulant that replicates the look of a flawless diamond. 

These definitions exist on the product detail page as well as on dedicated landing pages under their website section, labeled “Education & Service”.

Diamond Nexus has also noted that prior to 2021, they performed most repairs and cleanings at no cost in addition to their free stone replacement policy for Moissanite and the Nexus Diamond ™ Alternative. They have had to make market adjustments in order to maintain business sustainability, and are now assessing fees for these services. All Moissanite and Nexus Diamond ™  stone replacements continue to be free though there is a service charge. This assessment of fees for previously waived services fees may have caused some confusion for past customers. All of these policies are outlined clearly on their website.

Diamond Nexus has stated that they “will continue to offer our customers clear product descriptions that are in compliance with the FTC guidelines, special upgrade pricing for any returning customers, and the best value that we are able to offer for our service prices."