Here's an excerpt from the complaint mail sent to ICE.comI’m writing to inform you that I had a negative experience at your site ordering a Christmas present for my wife, though one part of the order has been delivered, but I am still upset ...
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I've been an ICE customer for the past 10 years and have always been satisfied until last year and this year.  Last year, I bought a pair of (expensive) diamond earrings, which came in a junky looking box that might have come from a dime ...
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ICE.COM claims that their shipping time to Hawaii is "7 to 14 business days". This is not true it takes well over three weeks with the discount shipping service they are using (FEDEX). The problem is that if you purchase something as a gift thinking it will arrive in time, it will not.

ICE.COM will not offer a refund until the item is sent back to them necessitating the need to make another purchase to replace the gift that ICE.COM sent that will arrive late.

This first happened to me in August of 2012. I complained to ICE.COM and they issued a partial refund and stated that they would review their shipping policies.

After making another purchase on October 25th, I requested the item be sent via USPS or any other method that would take less than 3 weeks and that request was rudely refused. This company previously had an outstanding reputation for service and quality but that is no longer true at all.

I was amazed at  how rude the customer service representatives were but I was even more amazed to find that the supervisor ("Niles") was downright hostile!

I ordered 2 pairs of diamond earrings a couple of months ago. When they arrived i did not like the quality so i called and asked for a return label. I printed out the label and sent the order back the very same day i received it hoping to speed the return process as much as possible. The return was tracked and confirmed delivered a few days later. And then i waited....
 
The website says it can take UP TO 15 business days to credit a refund. It has been nearly 3 MONTHS!!! .....and still NO REFUND or email or any sort of information on the status of my return.  I have emailed the comapany severall times and they have been ignoring my messages.

I would never recommend ICE.COM to a friend. and will certainly never buy my diamonds from them. 

Got a necklace from boyfriend as gift but it was broken minutes after I put it on. Tried to reach customer service for replacement but never got response. It was such a piece of junk! Will never recommend this company to anyone! STAY AWAY!!! Both the product and customer services are just HORRIBLE!!!

Buying an item from ICE.com has been one of my worst online shopping experiences!  ALMOST LAUGHABLE, almost.

I bought a Ring which looks great in their photo and is, in fact ~ cheaply made and cheesy! The Ring is a 9.5 ~ little did I realize the gold band was stretched so thin, they should be embarrassed to sell it.

My first and last experience with this online rIp-off and every chance I have to caution people to avoid it like the plague ~ I will take it.  You have been warned!

The "Ring" goes back ASAP.

It is sad that ICE.com will give you info such as carat weight ect on the item's description, & they will say that the pink diamonds are enhanced are but they do not disclose HOW they have been enhanced or the TYPE OF TREATMENT! Many people have ...
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BEWARE. DO NOT BUY FROM THIS COMPAANY. Purchase a diamond bracelet suppose to be worth several thousand dollars. Ice.com shipped junk inferior very poor quality jewelry. I had the jewelry appraised by an expert professional certified diamond appraiser (40 years experience firm that does all legal appraisals) and the diamonds were only worth 1/6 (one sixth) of what the picture and ad promised. The color and clarity of the diamonds shipped was many grades lower then the advertised quality - not even close to what they advertised. The quality of the diamonds were advertised as high quality stones with specific color and clarity ratings, they shipped diamonds that were rated as "junk" quality by the expert appraiser - looked brown/yellow when the stones were removed from the bracelet. GETS BETTER, when I attempted to return the jewelry, Ice.com filed a lawsuit in small claims court. Worse, they hired a disbarred lawyer (disbarred for criminal fraud) and a second lawyer who tried to claim $6000 in legal fees, the disbarred lawyer tried to harass me and my employer - the judge was furious... THEY LOSS THE CASE. Do not buy from this store. You will be sorry.

Shopping on ice.com is tricky. Would I recommend it? Yes and no.I've purchased several items from ice.com and have been happy with most. The quality is OK. Don't expect to get stellar diamonds at rock bottom prices though. I purchased a 1 carat ...
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I am still being charged monthly for a purchase I made in December, it is now April and the item was only 114.00. At 29.80 a month and I'm on my 5th month thats 149.00 so far! When I called about this "accounting error" I was told they couldn't help me and when I asked to speak to a manager or supervisor, I was told both had left for the day! wish I could find a job were there was no boss on duty. Long story short, they'll keep charging you til you notify your card provider of their fraudulant activity! 

We puchased my engagement ring from this site as they had great reviews (on the site), and very affordable prices.  Everything seemed perfect until I noticed a huge chip in my centre diamond of my engagement ring.  They were really great about the exchange of the ring, but when I received my "new" ring, it not only had the same chip in the same place, but it also had an issue with the setting of the ring.

When I called to have this ring returned as well, I had to read the salesperson their policy on returns as I was not satisfied with my product.

I have spent a month worrying about my ring thanks to ice.com instead of planning my wedding.  I would not recommend this site to anyone.

I an currently awaiting my refund and will be taking my business elsewhere.

HORRIBLE!!! STAY AWAY!! Bought a ring in mid november 2010 and the first day my girlfriend wore it a diamond fell out so they were pleasant about returning for repair (but it did take over a month) then we recieved the ring back again mid ...
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- I ordered an engagement ring from the online retailer and later asked them to select a wedding band that would match it (since they are online, I cannot determine this for myself). - They sent me a wedding band that was completely disproportionate ...
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awful.
$650 for a bracelet which broke within the first 2 months - out of warranty. They told me repairs start at an additional $45. soldering came apart on clasp. What are they telling you if they are only willing to stand by their own product for JUST 30 DAYS- think about it. I read all the awful reviews but still went against my gut. $650 lesson learned. When I tried to contact them I was told, only after arguing, that they will look at it and determine my cost. They were supposed to send me an email with a return shipping label. Still waiting for that. I guess another phone is comming and another arguement. Learned my lesson. When the majority of reviews are bad you should listen to your gut. Shame to the piece looks nice it is just poor quality. Took it to my local jewler to see if they would fix it -told them where we got it and they just smurked. Wish I woud have listen to the reviews.

Bought a ring on ICE.com with multiple saphires and diamonds in November 2009. Today is 7/20/2010 and so far a diamond and a saphire have both fallen off the ring and been lost. When I called to request a repair they said they would for a significant charge. The craftsman ship on their jewlery is sub-par and guarenteed to be a losing investment. Buyer beware go someplace else. Also Congratulations to ICE.com for becoming my first online review!

customer service is terrible, my merchandise was defective, and they did not honor. but they were willing to fix it for a fee.

After you read this whole review, read the comments to it as well.  ICE.COM ROCKS!!!! (no pun intended)A friend told my fiance that, "if you've got a man who shops ice.com then you got a real man, a keeper!"  So, I checked out ...
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Stay Away! Reasonable product selection, but prepare to be gouged on prices. Purchased a ring for $240 and later found it on another site for $160, a sizeable discrepancy, and they don't offer a price match guarantee. Would never shop at an establishment that does not stand by their products and pricing structure.

Ice.com has always been an easy website to work with.  It provides detailed images and even some videos of the products. It will not leave you guessing at what you're buying.  One very helpful tool they provided me with was a set of plastic ...
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I bought a V-Day gift for my wife there based on a special they had running through my employer. The quality was OK, the price was good for the quality. I really did get exactly what I paid for and I was fully aware of the quality once I looked into the ...
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Why Shop at ICE.com:
- Easy Monthly Payments
- Great Selections, Savings, Quality and Service
- Certificate of Authenticity
- Free Shipping
- NO RISK 30-Day money back Guarantee

I checked out Ice.com prior to purchase. Most of the consumer reviews I read were positive, and they have a highly satisfactory record with the Better Business Bureau. Knowing that, I went ahead with my order, even though I am usually skeptical about buying jewelry on-line. I am very pleased with purchase. Shipping was quick, item was nicer than pictured on site and expected, and for an unbelievable, terrific price. I used a coupon for a 20% discount, and on my budget, their monthly payment plan is great. The only downside is their shipping method. Although it is free, no signature was required, and FedEx just left the box on my porch, which I find to be very unsafe, especially for something like fine jewelry. Otherwise, I would certainly purchase from ice.com in the future.

Absolute junk -- buyer beware. I trusted this store because it advertised a special through my employer -- a major international corporation. Spent more than $300 on three items that turned out to be complete trash. Photos looked beautiful, nothing like ...
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excellent selection service packaging presentation all very satisfactory

Wonderful! The items are of very nice quality at outstanding prices.... arrive boxed and wrapped... Very quick delivery, too!

i LIKED THE SERVICE AND THE MERCHANDISE

I have overall, have been happy with Ice.com. One item I ordered was a green amethyst necklace, one of the most gorgeous I have seen. However, the chain that came with the necklace was very low-quality. considering I paid over $100 for the necklace, I thought that they would send a better quality chain. I don't even think it was sterling silver! Wal-Mart has better quality chains that this one! However, the pendant itself is stunning. Once I get a better chain for it, I'll be thrilled. This website has some fantastic deals every once in awhile, but oftentimes, you can find something else of better quality in a local store.

excellent, lovely product

Very satisfied with ICE -- quality, price, delivery. Thanks!

im very happy with shopping with your company and satifie with the produts that i get from yous thank you james aymil