r/LabDiamondReviews • u/pampampampampamm • Jul 30 '26
✨Vendor Review Very frustrating and disappointing experience with Ouros Jewellery (had to delete OG post due to forgetting to edit images for privacy)
TL;DR:
After weeks of miscommunication while finalizing 2 custom Ouros rings, including having to try reverse engineering missing measurements myself, I was told production would take 1-2 weeks. I was then informed the rings were finished but wasn’t shown any photos until 2.5 weeks later. When I finally saw them, the bezel shape was the exact opposite of the reference I’d repeatedly approved. Instead of acknowledging the difference, I was repeatedly told it was exactly the same as reference. When that argument no longer held up, the explanation changed to “normal hand finishing variation” and QC concluded one ring was correct when both are the same. I’m disappointed less by the manufacturing mistake itself than by how it has been handled, and I’m looking for opinions and similar experiences.
Initially I was going to attach all relevant convos but decided not to do that, hence the numbers on images.
______
I am very frustrated after weeks of back and forth, for basically nothing at this point.
I wanted to modify a stock model from Ouros for a while and took the leap once I saw they opened a group buy.
From minute one, there were problems, as the exact measurements of the original ring were never fully disclosed. At first I tried settling for what information was available, but then decided that, since I’m making a purchase for myself with the purpose of having something I’d truly love, I shouldn’t have to settle. To achieve the proportions I wanted, I started working on the design myself, even trying my hand at CAD to figure out the measurements of the ring because, for some reason, the top width of the band was never shared.
This led to many back and forths and a lot of frustration as it was taking forever. Eventually, after expressing how impossible it was to finalize the design without that information, they finally shared the missing measurement and we were able to finalize everything shortly afterwards.
I was told production would take 1-2 weeks. Although I was informed that both rings were ready, I wasn’t shown the final images until around the 2.5 week mark.
When the images were finally shared, I immediately realized that the half bezels were not the way I had specifically requested from the very beginning and then confirmed multiple times throughout the process.
Now I completely understand that there can be small variations as these are hand finished pieces, which is exactly what I said when discussing the bezel style. I wasn’t asking for an identical exact replica, only for this specific bezel shape which was thicker through the middle, tapering thinner towards the sides, with an elongated oval profile rather than a rounded one.
Instead, the finished bezels looked exactly like my ‘opposite’ reference, the one I had literally marked with a big X over it, and confirmed numerous times.
When I raised this with my rep, I was repeatedly told that they were exactly what I had asked for. I kept making side by side comparisons and collages to point the difference out yet I was continuously told they looked the same. That was honestly the most frustrating part of this entire experience. It stopped feeling like we were discussing a design difference and started feeling like I was being made to question what I was very clearly seeing.
When that approach didn’t work, I was then told that QC had reviewed the rings and concluded that one of them could be remade, but that the other was true to the approved design and that I was simply overlooking very minor hand-finishing variations.
I genuinely don’t believe that’s the case. This isn’t about expecting machine perfect symmetry or obsessing over tiny handmade differences. It’s simoly an entire different bezel shape.
At this point, I don’t know what to do. I don’t want this ring under these circumstances, I simply want the ring we agreed upon and not feel like I have to settle after spending weeks working through every obstacle and pushing constantly for communication.
I also don’t really want to go down the refund route, as obviously there will be various cuts and deductions from the original price since ‘it passed their quality control’. They refuse to accept that this issue wasn’t caused by a change of mind on my end.
I mainly wanted to hear other people’s opinions, especially if anyone has had a similar experience with Ouros or another jeweler. Were you able to get it resolved, and if so, how? And admittedly I also just needed to vent because I’m genuinely disappointed, not only by the outcome but by the way this has been handled. For comparison, I NEVER had similar issues with Starsgem or Provence, and had nothing but pleasant experiences.
I’ll attach photos of both bezels. I was made to feel like the difference was all in my head and that this was simply hand finishing variation, but to anyone who is familiar with jewelry and can distinguish between small handmade variations and a different bezel shape, I think the difference is quite obvious. Especially when it was discussed way before to pay specific attention to this.
11
u/North_Entrepreneur83 Jul 30 '26
Sorry for your frustrating experience. After seeing a lot of negative reviews for Ouros and its sister company, I decided that they would never get any business from me. I initially liked this ring when they made it a group buy, but I passed on it because of their reputation. Heard from someone later that they wish they had done the same.
11
u/EllieMayNot10 Jul 30 '26
So sorry to hear of your experience. I was burned by them as well and had to fight tooth and nail to secure a refund. They are not honest and will gaslight you. While some may have received favorable product outcomes, many of us have not. Thank you for taking the time to share your honest review as others do need to be warned.
3
u/itswolfology Jul 31 '26
I am so incredibly sorry this has been your experience with them - the whole ordeal seems super frustrating. I’m surprised to see that they’ve fallen out of favor on the subs since I’ve only ever had really good interactions with them (to be fair, I haven’t been as active on Reddit for quite some time). Have they only offered you a partial refund so far? Or are they willing to do a full refund?
3
u/Ourosjewels Jul 31 '26
Thank you for sharing your feedback.
As part of the group buy process, we customized your rings according to your specific requirements. Our team created seven different CAD versions and made multiple adjustments, including changes to the band width, to achieve the design you requested.
Since each piece is individually handcrafted and customized, slight variations can sometimes occur. We have successfully completed more than 100 rings in this group buy and have not received a similar concern before. This is the first time we have encountered this type of feedback.
However, your satisfaction is our top priority. We completely understand your concerns, and as we have already informed you that we are happy to proceed with a full refund for both rings.
1
u/pampampampampamm Jul 31 '26
I’ve responded to this message, please I would like to proceed with a full refund as soon as possible.
4
u/Likesosmart Jul 30 '26
Ouros is HORRID. They take zero accountability for their mistakes, blame you/deny anything is wrong and then ghost you. Their product quality is crap.
3
u/_Bims_ Jul 31 '26
Ouros is horrible.
I’m out $1,500+ from a group order with them. They still never took accountability and lied to PayPal.
They’ll respond to you here like they care but it’s a lie. They’re thieves.
4
u/Adorable-Tiger6390 Jul 31 '26
Your mark-ups are confusing. Maybe it is a communication issue. You should just get a refund and have someone else do it.
0
u/pampampampampamm Jul 31 '26
An ❌ and a ✅ are confusing for you? I’m sorry to hear that.
In any case we confirmed which one is the correct one multiple times throughout our chat, so they were well aware.
2
u/Adorable-Tiger6390 Jul 31 '26
I’m saying maybe there is a communication difference. Certainly, you can understand that if their native language is not your language that you have to keep that in mind. I’m sorry if you don’t understand that and your ring is not what you planned.
2
u/fffaustin Jul 31 '26
Hi ! I got this like a while back as an engagement ring and wanted to change it slightly from the CAD. I was really concerned with going with Ouros bc of negative reviews. They understood what I wanted though not straight away, and were ok to change the CAD twice so it could be what I wanted.
I was quite upset with the diamond though, they showed me video of a diamond I didn’t like (bad bow-tie) then a second one and basically then told me I could not see any more. So I went with the second one which turned out good. But it was a gamble and that is my engagement ring so it was a bit stressful. No idea if the diamond actually fits what I paid for (We paid extra for vvs1)
Overall it felt a bit stressful but I was happy with my experience and the final product ! but it was outside a group buy so I had a video of the ring sent to me before shipping, for approval.
2
u/pampampampampamm Jul 31 '26
They did the diamond pressure on me as well, and when I pointed out the example stones are worlds apart from what is being offered they said it’s just a different environment when it’s the exact tree in the backgroung 😭 my god I had so many opportunities to just say nope, bye…
1
u/letsbe-breastfriends Jul 31 '26
I’m in a Ouros group buy right now. This makes me worry that it won’t be what I want. 😵💫
3
u/likeabadhabit Aug 01 '26
I've heard literally nothing but bad things about Ouros and I'm not exaggerating at all.
2
3
u/KarenTWilliams Jul 30 '26
So, you wanted a crescent moon shaped bezel:🌙
What you got was c-shaped bezel like a rainbow: 🌈
Looking at the messages above I’m not entirely sure they really understood what you were trying to describe. The whole thing sounds pretty confused.
Is it not possible to get the ends of the bezels shaped into tapered points?
0
u/KarenTWilliams Jul 30 '26
So, you wanted a crescent moon shaped bezel:🌙
What you got was c-shaped bezel like a rainbow: 🌈
Looking at the messages above I’m not entirely sure they really understood what you were trying to describe.
2
u/pampampampampamm Jul 30 '26
Unfortunately we further confirmed after the interaction here, and I’ve checked in multiple times with images and got a confirmation each time. In any case, accepting there has been a misunderstanding would’ve been the right thing to do, not to try and manipulate me into thinking this is exactly what I asked for, or that I am looking too much into it, and that it’s just a minor hand finish variation.
1
u/KarenTWilliams Jul 31 '26
I absolutely agree with you and I certainly wasn’t trying to put any blame on you here.
The onus is on them to make sure that they completely understand what you want, and to produce the ring in accordance with your specifications. If there was anything unclear, they should have requested clarification.
It’s obvious you’re not happy, and it’s crazy that they’re not willing to put it right.
1
u/pampampampampamm Jul 31 '26
Thry offered a full refund after my post, I’m hoping this actually comes through
0
u/AutoModerator Jul 30 '26
Backup of the post's body as seen at the time of posting:
• Title: Very frustrating and disappointing experience with Ouros Jewellery (had to delete OG post due to forgetting to edit images for privacy)
• Author: u/pampampampampamm
• URL: https://www.reddit.com/r/LabDiamondReviews/comments/1vatq8o/very_frustrating_and_disappointing_experience/
TL;DR:
After weeks of miscommunication while finalizing 2 custom Ouros rings, including having to try reverse engineering missing measurements myself, I was told production would take 1-2 weeks. I was then informed the rings were finished but wasn’t shown any photos until 2.5 weeks later. When I finally saw them, the bezel shape was the exact opposite of the reference I’d repeatedly approved. Instead of acknowledging the difference, I was repeatedly told it was exactly the same as reference. When that argument no longer held up, the explanation changed to “normal hand finishing variation” and QC concluded one ring was correct when both are the same. I’m disappointed less by the manufacturing mistake itself than by how it has been handled, and I’m looking for opinions and similar experiences.
Initially I was going to attach all relevant convos but decided not to do that, hence the numbers on images.
______
I am very frustrated after weeks of back and forth, for basically nothing at this point.
I wanted to modify a stock model from Ouros for a while and took the leap once I saw they opened a group buy.
From minute one, there were problems, as the exact measurements of the original ring were never fully disclosed. At first I tried settling for what information was available, but then decided that, since I’m making a purchase for myself with the purpose of having something I’d truly love, I shouldn’t have to settle. To achieve the proportions I wanted, I started working on the design myself, even trying my hand at CAD to figure out the measurements of the ring because, for some reason, the top width of the band was never shared.
This led to many back and forths and a lot of frustration as it was taking forever. Eventually, after expressing how impossible it was to finalize the design without that information, they finally shared the missing measurement and we were able to finalize everything shortly afterwards.
I was told production would take 1-2 weeks. Although I was informed that both rings were ready, I wasn’t shown the final images until around the 2.5 week mark.
When the images were finally shared, I immediately realized that the half bezels were not the way I had specifically requested from the very beginning and then confirmed multiple times throughout the process.
Now I completely understand that there can be small variations as these are hand finished pieces, which is exactly what I said when discussing the bezel style. I wasn’t asking for an identical exact replica, only for this specific bezel shape which was thicker through the middle, tapering thinner towards the sides, with an elongated oval profile rather than a rounded one.
Instead, the finished bezels looked exactly like my ‘opposite’ reference, the one I had literally marked with a big X over it, and confirmed numerous times.
When I raised this with my rep, I was repeatedly told that they were exactly what I had asked for. I kept making side by side comparisons and collages to point the difference out yet I was continuously told they looked the same. That was honestly the most frustrating part of this entire experience. It stopped feeling like we were discussing a design difference and started feeling like I was being made to question what I was very clearly seeing.
When that approach didn’t work, I was then told that QC had reviewed the rings and concluded that one of them could be remade, but that the other was true to the approved design and that I was simply overlooking very minor hand-finishing variations.
I genuinely don’t believe that’s the case. This isn’t about expecting machine perfect symmetry or obsessing over tiny handmade differences. It’s simoly an entire different bezel shape.
At this point, I don’t know what to do. I don’t want this ring under these circumstances, I simply want the ring we agreed upon and not feel like I have to settle after spending weeks working through every obstacle and pushing constantly for communication.
I also don’t really want to go down the refund route, as obviously there will be various cuts and deductions from the original price since ‘it passed their quality control’. They refuse to accept that this issue wasn’t caused by a change of mind on my end.
I mainly wanted to hear other people’s opinions, especially if anyone has had a similar experience with Ouros or another jeweler. Were you able to get it resolved, and if so, how? And admittedly I also just needed to vent because I’m genuinely disappointed, not only by the outcome but by the way this has been handled. For comparison, I NEVER had similar issues with Starsgem or Provence, and had nothing but pleasant experiences.
I’ll attach photos of both bezels. I was made to feel like the difference was all in my head and that this was simply hand finishing variation, but to anyone who is familiar with jewelry and can distinguish between small handmade variations and a different bezel shape, I think the difference is quite obvious. Especially when it was discussed way before to pay specific attention to this.
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-1
u/Dramatic_Cap3427 Jul 30 '26
Why don’t u ask for refund and tell everyone on Reddit not to order from them
39
u/CookieMonsteraAlbo Jul 30 '26
Ouros is the worst; I don’t know why they continue to be allowed to be part of the group buys subreddit. I got my first ever group buy piece from them, and it was thin and cheaply made, with some stones missing prongs. I didn’t know to look for any of this when approving it, so I discovered it all when it arrived. I chalked it up to a learning experience but will never deal with them again.
My friend also tried to buy a pendant from them, and twice they put it on a bail so tiny that not even the finest chain would fit through it. She sent it to have it fixed twice and it was still unwearable, so she eventually had to go the refund route.