Nicole L

Extremely disappointed and extremely poor service. I would not recommend them to anyone

We purchased an engagement ring from Diamond Channel in 2021. The ring was sold to us with what was represented as a lifetime warranty. At no point during the sale were we informed, verbally or in writing, that this “lifetime warranty” was conditional upon mandatory annual inspections. No such limitation appears on the original invoice we received at the time of purchase. In 2023, the ring was brought in for cleaning. It was accepted, serviced, and returned without any indication that the warranty had supposedly lapsed due to a missed inspection in 2022. The first time we were told about this alleged annual inspection requirement was when their workshop broke the ring and liability became an issue. Only then were we presented with an invoice containing additional “terms and conditions”, with no proof that this document was ever provided to or acknowledged by us in 2021. When we requested proof that these material limitations were disclosed upfront, as required under the Consumer Protection Act 68 of 2008, none was provided. Instead, we were informed that their “position remains unchanged” and that they would enter into no further correspondence. A warranty that is later limited by conditions that were never clearly disclosed is, at best, poor practice. At worst, it raises serious concerns about transparency and consumer fairness. The most disappointing part has been the after-sales service. Rather than engaging constructively or providing documentary proof, the company has simply closed the door on communication. Consumers should be extremely cautious. If you are promised a lifetime warranty, insist on written confirmation of every single condition before leaving the store. We will be pursuing this matter further through the appropriate consumer protection channels.