I have personally witnessed a dramatic decline in customer service at this company. I previously purchased a ring from RockHer and had a positive experience—I liked the ring and the process was smooth. However, fast forward to today, and it’s a completely different story.

It appears they’ve outsourced their phone support to a generic answering service, staffed by people who have no actual knowledge of their products. For over a month, I have been trying—unsuccessfully—to speak with an actual jeweler. I’ve called repeatedly, spoken with multiple customer service reps, and left messages via phone and email stating that I need to have a conversation with someone at the company. Every time, I’m told that no one is available, but they take my name, phone number, and email, claiming someone will call me. And yet, the only response I ever receive is via email—never a phone call. Even after requesting a phone conversation via email, I received a condescending response with no attempt to schedule a call.

Something has changed internally, and it’s for the worse. When I bought my first ring, I had no trouble speaking with a jeweler to get basic questions answered. Now, that’s impossible. Instead of simply having a phone conversation with me to understand what kind of wedding band I was looking for, they emailed me, suggesting a custom-made band requiring a $200 design fee/deposit—something I never asked for, wanted, or needed. Had they just spoken to me, they would have known I was looking for a standard wedding band.

This company has taken home the gold medal in god-awful customer service. If this is how they treat customers before an order is placed, imagine how bad it would be if you had an issue after purchasing. Consider this a warning.

I am so happy with my experience with Rockher. I originally ordered a stone from a competitor and sent it back wanting a bigger stone thinking they would work with me to order another. Their communication was horrible and even though I was going to spend more money they never got back to me. (Friendly diamonds is NOT friendly) I had a whole different experience with Rockher. The communication from the beginning was superior to their competitors and my ring is absolutely amazing. When I received my ring it was slightly big and they immediately sent me a shipping label for resizing. I shipped it right back and they had it back to me in 3 days. I highly recommend Rockher for the best selection of quality diamonds, huge selection of settings, and prices that cannot be beat. They exceed all my expectations.

I loved my experience with Rockher. I had a 1:1 session with a gemologist/designer and got asscher cut earrings to match my engagement ring. I asked for E VVS2 quality and when they came I was beyond thrilled. I know my diamonds and not only did I get what I asked for- but at 1/2 the price I was quoted through other entities. Will definitely return!

RockHer was phenomenal to work with.

Consistent communication throughout the process.

Had a great selection of diamonds and the prices were more than fair!

Lady loves her new ring. Me too!

I have had nothing but good experiences with Rockher, In fact I've purchased not one but 4 diamonds from them, the smallest being 2.71carats and the latest a huge 6.25 carats. They sell the same diamonds as at least 3 other popular sites and always at a cheaper price, sometimes a few thousand dollars less. All you need to do is check the certificate #, not the stock #, to see that the diamond is the same. The diamonds are shipped quickly after they receive then from overseas , always FedEx with a signature required, are packed well in a beautiful presentation case and with all documentation including certificate and appraisal. Each diamond has been a wonder. Although I have not returned any items, I do appreciate their return policy.

Rockher is absolutely wonderful!! The communication during the entire process was excellent and my ring is beautiful. I received my order in a very timely manner as well. I highly recommend Rockher and will be purchasing many more pieces in the future.

We dealt with John at RockHer. From beginning to end, the experience was TOP NOTCH. We were nervous buying an expensive solitary natural diamond on-line, but are so glad we did. Yes it was cheaper than a jeweler by quite a bit, but buying on-line still made us nervous. We went with our instincts and also did our research-TONS of good reviews 4.9 or 5/5 on-line. That also convinced us to take the chance. THEY ARE COMPLETELY PROFESSIONAL and TRUSTWORTHY! I had the diamond sent to an individual or third party grading company after it arrived for insurance purposes and the diamond was valued quite a bit higher that what we paid!! Happy about that!!
VERY happy with the experience all the way around. John is the BEST. Communication throughout the process was superb. Ring and diamond arrived in a timely manner as we needed it to! Thanks for that!! I would give them 6 stars if I could. STRONGLY recommend this company. YOU CAN TRUST THEM to look after you. P.S. Romeo was wonderful too!! Don't hesitate to use these folks. A+ service in an era where one is happy to get B- service.
Jim Tengelis/Patricia Koufes

I highly recommend this jeweler. John A. and Romeo were very professional, very attentive, they both answered all my (many) questions, and they ultimately designed and delivered my dream custom ring. The ring is high quality and is exquisite!! It is everything I asked for and every detail was just as I requested. I could not be happier. I will definitely shop here again!

The most amazing experience with RockHer! Took a little while to ship however the quality and the price is beyond comparison to the open market! With fantastic response time and amazing packing and shipping options, I will only shop with RockHer from now on.

Beyond my expectations! My husband purchased a loose diamond from RockHer for an upgrade to my ring for our wedding anniversary. The company was easy to work with and the diamond was packaged securely! The diamond is more beautiful that expected! Would definitely buy from this company again!

Wonderful experience! The ring is AMAZING

To be honest, we were somewhat hesitant to make a purchase of this importance online. The team at Rockher was fantastic to work with. From empathizing with our initial setting idea, to reviewing the custom design, to selecting a brilliant diamond - Romeo & John went above and beyond to produce a ring with a serious WOW factor. The excitement of seeing the finished ring on her finger will last a lifetime. I highly recommend Rockher to anyone looking for quality, genuine jewelry at ridiculously low wholesale prices - even when compared to the box store & wharehouse sales prices. Rockher has earned a customer for life.

Great item, great service. My original engagement ring from Kay was just as beautiful and similar. But the diamond kept falling off. I ended up upgrading the whole ring from Kay and I just wasn’t attached to it like my original engagement ring. It was just a super thin solitaire ring, and on top of that it didn’t match my wedding band. Over time I realize the difference in thickness of the ring since I was just so focus on the diamond, but I missed the elegance of that cathedral look to my original ring. I was searching and couldn’t believe when I saw Rockher offering the same ring! After looking online for days to find something similar. It looked just like my original ring only without the halo. And I think it was the halo that was the problem causing my diamond to fall off. I got my Diamond set on that specific ring from Rockher that has the same cathedral look to it and I received it on time. It’s basically the same design, slightly thinner then the very original ring but still thicker than my second ring. It brought that attachment feeling again. I’m very happy with my ring!

So far my experience with RockHer has been almost perfect. Not only am I getting a diamond and band that is of top quality... but getting it at a much better price than a local realtor. The service provided has been exemplary. I knew mostly what I wanted going into my search but having an expert (in my case Michele) walk through the finer details made for a much more comfortable buying experience. She was professional yet very friendly and quickly provided everything I was looking for, including the GIA reports on all the diamonds I was interested in. Even after purchase, she has been a great help, ensuring that I placed my order exactly as I wanted (you can never have too many sets of eyes looking over your most important purchases!). I'll update this review after I receive the ring I have ordered... but so far, it seems this is by far and away, the best place to buy from!

Update: I received my finished product on 3/9 (as expected). Michele kept me posted on each step. The ring is gorgeous, with every detail including the engraving, set exactly as I wanted. Its a top quality ring, with a top quality experience at a much better price (and I did a lot of shopping around)...The ring is definitely one part of my impending proposal I won't have to worry about!!!!... A last big thanks to Michele for being such a great help!

First of all, she simply loves the ring! It is quite clear when you look at it, that this is not simply a mass produced item. It exudes quality and she appreciates it. Then when I showed her the RockHer website and process she loved the idea of it!!!!!). I also want to compliment the customer service team for great communication and helping me during the nerve-racking decision of buying a ring online. I used my own diamond and the process was seamless! They even provided insured overnight shipping each way so I didn't have to worry about getting the diamond to them. Overall a fantastic experience.

I would very highly recommend Rock her when purchasing a diamond.
Sean and Romeo were extremely knowledgeable, and very helpful in finding the perfect stone. At first I was hesitant in purchasing a diamond without having seen it.
Sean took the time to work with me in making the right decision. He send me a video of the diamond and reassured me that the diamond was a good purchase.
He was understanding, and not at all pushy.
The diamond was delivered to me as promised, and more than exceeded my expectations. I would honestly recommend Rock her for the perfect diamond.
Thank you to Sean and Romeo.

The team at RockHer is outstanding. They answered all my questions and delivered the ring(s) to me ahead of schedule. They were patient with me and very accommodating to my inquiries and constant pestering via Chat. Would highly recommend RH to anyone, they treat you like you're their only customer and will make sure you're taken care of.

Outstanding customer service. Followed through with everything they said. And the ring is beautiful!

Best customer service and selection of anywhere I looked... We spent a couple hours picking out a diamond. Turns out that someone else picked out the exact diamond that I did and had purchased it a few moments before I did... Rockher replaced my diamond with a higher quality one at no extra charge. WAY better (and less pricey) than buying in a store..

I looked over many sites and places to find the perfect ring. Rockher had the best options for ring settings and diamonds within my budget. I got an email saying they shipped it out and the next morning I got a knock at the door. Which was good because my love was still asleep. I cannot wait to give this ring to my best friend! I can't thank rockher enough for making this whole process fast and easy.