Lauren B – awful customer service – advice needed

posted 3 years ago in Rings
Post # 2
Member
684 posts
Busy bee

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patsycat :  I actually had the same issue with them, I didn’t feel like a priority at all. They actually have some not so great yelp reviews about their customer service. I ended up going with someone else based on the bad customer service reviews alone! 

My input is if you feel this way now, don’t have them make your ring. If there’s ever an issue with the setting in the future, I can’t imagine they’d handle it any differently. (there was actually quite a few bad reviews on that issue as well!)

Post # 3
Member
357 posts
Helper bee

Her stuff is not my style at all, but I did stop in one day to try things on right around the time we ordered my ring because I knew it was a legitimate store (unlike some of the sketchier ones in the diamond district) and that I wouldn’t need an appointment. 

There was not one man in the store except those who worked there. I got the sense that they deal with a lot of women (I think the guy said like 80-90% women). I’m sure they have many women who are designing their dream ring who are nowhere close to engagement (in fact, I’ve heard of totally single girls doing “research” like this.) And given the brand’s popularity on social media, they probably have women who would never have the nerve to go into a jewelry store alone reaching out from the privacy of their own home. I would estimate for every 10 inquiries they get, probably only about 1 person actually becomes a customer (I could be totally off base but I do customer acquisition consulting for a living, so I tend to have a good feeling for this stuff.)

So unfortunately, they waste a lot of your time early on so that they don’t allocate salespeople resources (whose time costs the company a lot more $$ than a video that was created once and can be played over and over) for people who are just curious or just browsing. 

Whether you want to keep dealing with them or not is up to you.

 

Post # 4
Member
711 posts
Busy bee

If you get a Lauren B ring, you are overpaying for their social media “status” and would receive better customer service elsewhere. At least that was my experience. There are much better shops in the Diamond District and they will cater to you to get your business. Lauren B gets so many inquiries because of their large social media following, I think they try to vet each one before investing too much time.

Post # 5
Member
1458 posts
Bumble bee
  • Wedding: October 2019

If you’re being treated like that, they don’t need your business. I would leave all this information on google reviews, yelp, insta, wherever to put them in check. Eventually, future brides will catch on. It doesn’t pay to have bad customer service. 

I had a similar issue with an artist on insta. I paid too much money for two prints. After I bought them, it was a dead zone. I tried messaging them through insta- dead. Personal email- twice, dead. 

I finally put a complaint through to paypal and then they finall reacted. Really? 

We bought ours at Kays we got 0% financing plus 50% off our wedding bands if we buy before July. I’m fine with box stores in this case b/c I’ve always had good experience with Kay’s and I can go talk to a physical person if I need help. 

Good luck!

Post # 6
Member
305 posts
Helper bee
  • Wedding: December 2018

If you’re looking for a custom ring please consider Dan Moran at Concierge Diamonds in LA.  I live in Florida and my fiance and I had the most wonderful, easy experience designing my ring with them.  Everyone on the team is attentive and professional and I feel like we got exactly what we wanted for a very reasonable price.  We decided to go with Concierge Diamonds based on their incredible reviews.  It may not be a well known brand (yet), but I am so in love with my ring and their customer service that I am trying my best to spread the word.

ETA: I do not work for Concierge Diamonds and have never met anyone over there.  I’m literally just a stupid happy customer that wants other bees to be stupid happy.

Post # 7
Member
698 posts
Busy bee

I live locally and went to Lauren B and met with salespeople on 2 different occasions. The experiences were night and day (one much better than the other) but I was still made to feel that I was wasting their time. I was there, in person, with my husband! I was still willing to put that aside because I loved (still do) their designs, but ultimately decided I didn’t want to spend the cash. I probably would have sucked it up if it were for an original ering, but this was a reset so I had a hard time justifying it. Ended up spending a fraction for a custom setting I adore from an etsy seller who has a second floor space in the diamond district.

Post # 8
Member
150 posts
Blushing bee
  • Wedding: July 2019

I love Lauren B rings and they always look so pretty on their youtube videos and I actually wanted to get a ring from there when I first started looking. But, I ended up finding out that their diamonds are extremely over-priced and they are actually low quality diamonds that you could get for a lot cheaper from other online retailers. I ended up ordering my ring from Adiamor and I got a custom ring from them and they were amazing! They called me within an hour of placing my order just to confirm what I wanted and then they charged my card. You do have to pick out your own diamond though. If you need any help with choosing a diamond, I don’t mind answering any questions you have.  =) 

Post # 9
Member
2331 posts
Buzzing bee

Lauren B rings are just as expensive as luxe custom benches, and all that upcharge just for their popularity right now. 

Go with someone custom like Steven Kirsch (made my ring) or Victor Canera and get MUCH better quality and service for the same money.

ETA: Custom jewelry benches like SK and VC can source stones for you, or you can get your stone from whiteflash or jamesallen and have it sent to them, insured.

Post # 10
Member
488 posts
Helper bee

I lovvvvved them from what I saw on their Instagram videos. I didn’t like how they overcharged. The work is nice yes, but I felt like it was too much for the specs of the center diamond. I also asked about a ring, just to know, maybe a year later they still had it and I asked something about the ratio of the diamond (not the price) and they ended up telling me the price and it was $1000 more than what they told me a year ago. 

Post # 11
Member
84 posts
Worker bee

This all makes total sense.  I’m obsessed with their Instagram videos.  I watched them over and over before I got my actual ring from James Allen.

On another note.  I’ve started wedding ring browsing and I’m not in love with the sales pressure.  I was actually pressured to open a Zales credit card just in case I decided to buy my ring from there.  Why on earth would I do that?

Post # 12
Member
357 posts
Helper bee

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fuchsia1027 :  Was your second visit by any chance much better than your first? When I went in, the salesperson was polite, but I asked if I could take a picture of a ring I was trying on since my then-boyfriend (now fiancé) couldn’t be there (it was a random weekday afternoon, he was in the office). The guy made a big deal how I could only take a picture of “my very favorite #1 pick” so that it “didn’t turn into a photo shoot.” I’m wondering if they are better on subsequent visits when it’s clear you’re really a potential buyer.

FWIW, I saw a ring there with the exact same specs as the ring I ended up getting, in nearly the exact same setting (different shape side stones) and it was laughably over-priced. I would have no problem paying more for a heritage brand like Cartier or Harry Winston because you know they are only using the best quality diamonds (and they won’t let you set diamonds you did not buy from them), and the brand has a long-standing history. Lauren B is just having a moment with social media, and for some reason, it seems scammy to me that they let you set whatever stones. (That being said, if I liked Lauren B’s settings, I would TOTALLY buy the stone separately, because it’s just burning money to buy from her.)

Post # 13
Member
698 posts
Busy bee

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beekay :  I think the discrepancy was only due to having 2 different sales people—-I think I was just luckier for one appointment than the other! And although one salesperson was nicer, I still felt like I was being rushed. The no pics thing you experienced sounds weird. That was one thing that both sales ppl I had permitted. I took as many as I could.

Post # 14
Member
357 posts
Helper bee

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fuchsia1027 :  Hm, the inconsistency is so weird. Oh well, cheers to both getting rings we love!

Post # 15
Member
644 posts
Busy bee
  • Wedding: June 2018

After much convincing and an as of now seamless experience I’m on the David Klass bandwagon. I contacted him through Etsy and he had the initial design out to me the day after he recieved my stones. Every tweak I’ve made has taken approximately a day and then he sent me a mold. He’s listened and responded to my every concern and I’m feeling really good about the whole experience. We had paid another Etsy seller to do it and she took forever (like 3 months to get CADs that were in pieces so we couldn’t really tell how it looked and more to get the ring wrong after about a year of trying to work with her we started working to get our money back) and generally treated us like we were an inconvinience. I won’t do that again. Any jeweler who acts like I’m an inconvinience will not get my business. If they are so busy with bs then they should charge a refundable deposit to see who’s serious instead of stringing people along. 

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