Diamond Heaven

Not an experience I would recommend for anybody else. Would never return. I recently visited diamond heaven to buy an engagement ring for my now fiancée. I was keen to surprise her on our anniversary holiday that was 3.5 weeks away. Upon first arrival, ‘Kane’ the gentleman who helped me, came across as very knowledgeable, wasn’t pushy and had great customer service. This is of course a very delicate experience and one that you want to run smoothly. I made it clear to Kane that I needed the ring before my holiday and shared the exact date. He assured me that this was more than enough time for my request. Fast forward the day that my ring was due and hours before the store closed , I still hadn’t been contacted about the ring (I am going on holiday in 2 days). I decided to just go into the store. After 20 minutes of waiting alongside 4 other customers (with no acknowledgment at all, despite having to press a button to let us in, so being well aware of our arrival). I eventually reached out for help. Someone soon came to help and after 10 minutes or scrambling around would share that my ring had been sold and somebody SHOULD Have contacted me about this mistake already(but did not). As you can imagine this caused tremendous and unnecessary stress as well as frustration. How possibly could such a huge update be ‘forgotten’? And if I didn’t proactively come to the store, who knows how long I could have been waiting for this call? (Considering I had two days before my holiday) To their credit, the next day they offered a loan ring that I could use for my holiday proposal while they got my new ring re-ordered and offered an exchange when I came back. The assistant who I spoke to, (Amy) told me that as a gesture of goodwill they would upgrade the quality of my diamond at no additional cost. This was sent on whatsapp of which I have the evidence. Fast forward to the day of ring exchange after the holiday and again, I was met with what felt like a hostile “have you been contacted that your ring is ready”. I explained the situation and the timelines I was promised for an exchange to the assistant (Hannah) and she was very quick to give me the computer says no “3 weeks is the standard for wait “response. As you can imagine this infuriated me considering the fact that they have already made such a big mistake and told me the exchange would be as easy as ‘popping in’. Eventually Hannah went to the back for further information and came back with a far better attitude. To her credit she offered an expedited timeline on the new ring which would be the next day. My next disappointment was that Diamond heaven would go on to deny the promise of an upgrade for my ring and offered the same quality that we originally had agreed. When I showed ‘ Hannah’ (the assistant )the what’s app message from her colleague ‘Amy’ she quickly and defensively said “so why didn’t you say anything at the time “ (when the receipt conveniently did not match what Amy had sent on WhatsApp.) The reason I didn’t, is I had trusted that they would have kept to their word and were a professional organisation. I would go on to visit 2 more times to get my ring finalised. On both occasions the customer service was extremely poor (my fiancée also flagged this). On one occasion a colleague even shouted “ have the customers left yet” despite Hannah making hand gestures to say we were in the waiting area this was not noticed and they decided to start speaking between them on the shop floor. Overall this has been a terrible experience. The reason they do not get 1 star is that they made sure I had at least a loan ring for my proposal and my girlfriend loved the ring itself. Outside of that, I would strongly recommend staying clear and feel the jewellery quarter has far more honest and professional jewellers. Fellas- not the place I would recommend for your engagement ring. Especially if you need it for specific date. For the amount of money being spent with this company the customer service and professionalism was atrocious. I will never return.

Final verdict: I'm quite happy with my final purchase. Amy was very helpful in helping me find the most suitable stone and setting that matched all of my requirements. She was very patient and kept me informed throughout the whole process. Thank you

I recently purchased a necklace from Diamond Heaven. When I went in I was greeted by Amy who couldn’t have been more helpful. I was unsure as to exactly what I was looking for so she gave me lots of options and spent a lot of time and effort to make sure that what I ended up getting was perfect. I couldn’t be more thankful to Amy for the service and time she gave to me to help choose this necklace.

In 2015 my partner proposed and we headed to Diamond Heaven to pick an engagement ring. The staff were amazing and I picked and ordered my ring. It took around 10 weeks for it to be made which was frustrating, however it was worth the wait. It is absolutely stunning. Recently (2022) I damaged my ring doing some DIY and I took it for repair at a local jeweller, we live in Sheffield so this was more convenient than travelling to Birmingham. The jeweller told me that my diamonds only had a weight of 0.88. I was devastated as we had picked and paid for 1.0ct. I contacted Diamond Heaven and dealt with Sophie Hanson (the branch manager). Despite 8 years having passed since my ring was purchased and made, Sophie went above and beyond to ensure this was rectified for me and arranged for me to return my ring to have the diamonds replaced to the correct weight. I was kept in touch every step of the way and was sent pictures of my 1.0ct of diamonds on the diamond scale. The process was really easy and resolved in no time at all. This really is outstanding customer service. I was also sent a new diamond grading certificate and I am very happy with my stunning 1.0ct ring 💍 😬

Such a good experience at this shop, the staff were very helpful. A gentleman called Raj Parekh helped us through the journey and he was very patient and informative, didn't make it seem like we were too slow or annoying at all. He gave regular updates and gave his contact number in case of any questions, and he always did his best to answer them. Even more amazingly, he got the ring to us super quickly and gave us a really good deal. I didn't have any experience with rings or jewellery but he supported us a lot. Would 100% recommend coming here (we got an engagement ring and wedding band), and would definitely come again. A lot of jewellers don't allow you to take photos or videos of the jewellery, but they did and it was so comforting. The lady at the door who greeted us was very friendly too, and we only went in to the shop because she saw us outside and asked if we needed any help - good job she did!