Diamonds Factory Germany Reviews 

I like the experience I had. Their consultants also speak very good English and assist easily with any question.

I placed and paid for order DE-271217 on 4 August. The ring was sold as an in-stock item.

Diamonds Factory’s own German terms state that in-stock products are delivered within 3–5 working days and that, if a delay occurs, customers will be kept informed and given a new delivery date.

On 8 August, I received an order confirmation showing the ring as “Ready for Dispatch”. My confirmation also stated an estimated delivery time of 7 working days.

It is now 21 August and I still have no ring, no DHL tracking number and no concrete delivery date.

I have contacted customer service several times by email and phone. On 14 August I was told that they were checking the status with the relevant team. I followed up again and received no response. On 19 August I called customer service and was explicitly promised that the matter would be investigated and that I would receive an email update. No email ever arrived. I have since tried calling again and have not been able to reach anyone.

The ring was supposed to be a birthday present for me, and my birthday is tomorrow, which makes this especially disappointing.

Delays can happen. What I find unacceptable is that an in-stock order can remain undelivered well beyond the advertised timeframe while the customer receives neither a proper explanation nor a revised delivery date, despite repeatedly contacting customer service.

Excellent service, any questions answered within 24 hours, usually an hour.
The ring is beautiful, stunning. My fiancé loves it and her friends are always commenting about it.
I would highly recommend using this company for service, quality and a happy partner

Great service and advice recieved from Ante!

Warning: In my experience, this shop made false statements and I believe other customers should be aware.

I am extremely disappointed with this shop’s customer service and the way my complaint was handled.

I ordered earrings worth just over €900. When I collected the parcel from the DHL Packstation and opened it, the item was missing. I reported the problem to the seller immediately.

At first, I received no reply. After contacting them again, they claimed I had never contacted them before and even sent me a response intended for a completely different customer.

The seller then asked me to send photos of the opened parcel but did not ask me to take the parcel to DHL for a physical inspection, which is normally required when the contents of a parcel are missing.

After repeatedly asking for updates, I was told that DHL was investigating the case. Later, the seller informed me that my refund had been forwarded to the responsible department. Nothing happened. When I contacted them again, I was suddenly told that I first had to wait for DHL’s investigation to be completed.

Eventually, the seller claimed that DHL had finished its investigation, found no issue, and confirmed that neither DHL nor the seller was responsible.

Because this seemed questionable, I contacted DHL Express myself. DHL Express confirmed to me in writing that the seller had never contacted them and that no complaint or investigation had been opened with DHL Express regarding my case. This directly contradicts the seller’s statements.

After I sent this written evidence to the seller, they stopped responding completely.

In addition, because the seller never instructed me to submit the parcel to DHL for a physical inspection, such an inspection could not take place. As a result, the seller also missed the opportunity to process a proper damage claim through DHL.

The payment dispute is now being handled through Klarna. Based on my experience, I cannot recommend this shop.

They let me know at each step in the process what was happening. Received the earrings within the expected delivery time. Earrings are beautiful and exactly what I was looking for.

I ordered two diamond earrings:
Design number: CLER3476_01
Order ID: DE-264498
I paid 6,807 Euros
It was shipped from the Burningham factory via DHL about 10 days ago, and I still have not received it (Haldenstrasse 10, Zug 6302 Switzerland)

I have no better understanding of the expected delivery date. You keep sending me reminders to rate my experience with you that I don’t have.

Thank you very much for the help and proffesional support.
Christina did amazing job! Well done

I got an outstanding experience, end to end with everyone I interacted with. The ring looks stunning and… she said yes! I would absolutely recommend to all friends who want to get original design and good quality jewelry. Thanks again for everything!

Great experience

Great Service. Amazing staff.

My order came after 15 days of payment. I loved my esmerald and diamond earring!!

I ordered an engagement ring as a surprise for my partner. It arrived in December but was too large. I brought it in person to the Stuttgart store on 09.12.2025 for resizing – they gave me a signed receipt and said it would take two weeks. That was over 3 months ago. Since then: no proactive updates whatsoever. I had to call them every single day, and most of the time nobody even answered. When I finally got through, the story kept changing – first the ring was never even sent, then their store moved and the package was "lost", then they promised it would arrive within the week. Today I was told my ring is stuck in Bahrain. Nobody can tell me when or if I will get it back. This is an engagement ring. It was supposed to be one of the most special moments of our lives. Instead we have been waiting for months, lied to repeatedly, and left completely in the dark. Do not buy here. If something goes wrong, you are on your own.

Ordered an engagement ring - beautiful design that was hard to get anywhere else. Initial order experience was very good. It took just about 4 weeks from order to getting the ring and I also asked if changes of more than two ring sizes would also be included - which they were for a small fee.

As expected, I screwed up the size and ring needed adjustment.

It's been 4 weeks now and I was just told it will take a minimum of another 2 weeks because of the "repair center having to serve all of Europe".

Not a fault of the salesperson, but this is just a horrible experience for engagement rings! My fiance had the ring for just about a week before we needed to give it back to stay within the time limit of returns.

Get the ring for one week and then wait for like 1 or 2 months to get it back...

This may be acceptable for regular jewelry purchases, but I would not recommend it for engagement rings.

Edit: Support is unreachable on all channels.

I am already customer by Diamond Factory Berlin, since they didnt have a shop. Now, a new shop is opened at Bikini Centrum Berlin. I was interested for a ring, which l saw online shop and showed up at the shop just to try it out and make sure l was ordering the right size. This was not my first time at the shop. However, this time l was shocked and very disappointed with the customer service. This is what happened:
I showed up at 16:08. 2 Ladies were serving at the shop. One of them was busy, the other free. The other one was waiting for customers who were supposed to have a meeting at 16:00 (were already late). I explained that l dont have a meeting, but its clear to me what l want and it wont take more then 10 minutes. The lady insisted that she was supposed to be busy and cant serve me, l should have booked an appointment earlier. So, I either come back after 1 hour or after 10 minutes. She didn’t allow me to even enter the showroom and even worse a sofa was free for waiting customers and she didn’t even offer me to sit there and wait or better offer some water or coffee.
This is unacceptable!! Especially with old customers!!…shame on DF!!
I don’t see the point here, why does Diamond Factory need a shop when customers cant show up anytime??? Before it worked without an appointment at the shop.
When they didn’t have a shop but just an office the service was perfect, the staff was very respectful, friendly and helpful!
I don’t understand how is it possible that customers are treated this way…
Anyway, thanks to this situation l went to another store and surprisingly l got a very similar ring with only 50 Euro difference to DR! Now l am even more shocked that DF does not have that cheaper prices as they promote.
This comment is for potential future customers: before you decide for a product at DF make a market research, because you might not only get better prices but also finer designs and better quality!!

I was initially hesitant at organising such an important piece of jewellery without going into a showroom. Though with the help of Sophie McGuiness, I was able to select the perfect item and be confident in my choice. When difficulties arose with collection, Sophie stepped in and smoothed out the process. I know who I will be calling in the future for jewellery.

I bought a ring on 01.2024, it arrived in 3 weeks. It was ok but I wanted to exchange the ring to enlarge the diamond, I returned it to the Munich showroom on 03.2024. Today, almost 08.2024 and the ring still hasn't arrived. They haven't exchanged it and they keep saying the same things to stall. I'm still waiting.

Ordered a necklace for a friend's 60th birthday. It came in time as it was a rush but it is beautiful. Prices were great and staff very helpful.Thank you adam

The Product was in perfect shape, arrived quickly and was just as advertised and even better. Definitely my go to shop now. Plus the updating on the shipping status was very good too.