VRAIOpiniones 

**Beautiful piece, broken warranty service - think twice before buying.**

I bought a VRAI bracelet. Then it broke and the warranty experience has been extremely disappointing.

There is no local UK repair option, despite VRAI's UK retail presence. Every repair is shipped to the US at the customer's cost and risk, with a two-month turnaround.

They also require an upfront deposit, quoted in USD and justified by "fluctuating FX rates," though FX wasn't a concern when they charged me in pounds at purchase.

Customer service acknowledged they can't tell whether the damage is a manufacturing defect without inspection, meaning customers pay upfront to find out whether they were owed a free repair to begin with.

VRAI positions itself as a 'sustainable' brand that "follows the leading global framework for carbon neutrality," yet UK customers are required to ship pieces across the Atlantic for any repair/inspection.

If you're considering VRAI for an engagement ring or any meaningful gift, ask yourself: if there is a need for repair, do you really want to spend two months without it, ship it across the Atlantic at your own risk, and pay upfront to have it inspected?

I bought a platinum ring from VRAI in early 2020 that recently warped (in 2026). They claimed it was normal wear and tear so I paid out of pocket for a repair in January. I got it back in late February and the ring bent again in the exact same spot within two weeks of normal daily wear. I do not wear it to the gym or do heavy lifting.

When I sent it back they refused to stand by their work. Instead of properly reinforcing the weakened platinum during the first repair they clearly just bent it back into shape. Now customer service wants to charge me another $85 for the exact same temporary fix.

Their lifetime warranty has too many loopholes and their paid repairs are inadequate. Save your money and take your ring to a local jeweler who will actually fix the metal permanently instead of trapping you in a cycle of repair fees.

I had an outstanding experience with VRAI and especially with Kathleen from their Client Advisory team.

I ordered a bracelet for my wife as a last-minute anniversary gift and reached out hoping there might be a way to speed up production. Kathleen immediately responded, personally contacted their production team, and went above and beyond to try to make it happen. She kept me updated, requested expedited handling, and even arranged for Saturday delivery if possible.

The level of communication and care was truly exceptional. It’s rare to see customer service where someone genuinely takes ownership of your request and follows through the way Kathleen did.

Huge thank you to Kathleen for the incredible support and for making this experience so positive.

Highly recommend VRAI... and if you get the chance to work with Kathleen, you’re in great hands.

VRAI can do pretty much any design you could possibly imagine. My ring arrived quickly and without difficulty. Natalia is the one who I was speaking directly to and she was amazing. She was so helpful, kind, patient, and just had a really good vibe. Great experience!

We are long term customers, but two recent experiences have left us disappointed.

First. I ordered a tennis necklace which is fully refundable. Approximately 3 weeks before it was to be shipped I requested to cancel the order as it was no longer needed. I was told they couldn’t cancel, and it had to be shipped to me. 3 weeks later it arrived, and I then had to organise a courier to send it back to the USA from Australia at my own expense. The cost for insured shipping was 250 USD. It’s been a very poor customer experience, and surprisingly unsophisticated operations from VRAI.

Secondly, my wife has had a VRAI tennis bracelet for a few years and loves it. Recently it snapped in half. She has requested clarity on the process to have it repaired / to understand if it is under warranty as it is more than wear and tear. She has had no clarity or meaningful response and it has now been over a month.

The band on my wife’s engagement ring after just 2 years. I’ve never seen a piece of jewelry completely split like this did. We paid a $50 deposit to mail it for their inspection to see if they would replace it. They said the damage was due to the ring “experiencing too much tension and force” and that they could not replace it.

My wife isn’t working construction. There is no physical work she is doing that would cause a well-made ring to completely split in half. It was clearly a defect and now they want us to pay them again to fix it.

I purchased an engagement ring from VRAI that arrived severely misshapen, which was immediately disappointing and raised concerns about manufacturing quality and quality control. Although a remake was offered, this felt like the minimum response given the condition of the ring on delivery.

Multiple independent professional jewellers later identified further structural and production issues, including instability in the setting and the need for a support bar to ensure the diamond’s security, which suggests the ring was not fit for purpose at the point of sale.

I was also frustrated by delays in communication and by being told that a refund could not be considered despite the extent of the faults raised.

Ultimately, this experience significantly reduced my confidence in the product and the resolution process, and it fell well short of what I expected for such an important and high-value purchase.

Andrea Mamula was a great representative of VRAI and helped me over the years on finding the right diamond. She is an exceptional employee and I have nothing but great things to say about her and the work she puts in for her clients! Cheers to you Andrea!

Ordered with a time frame that was very very close to my actual planned engagement date. With the trust and competence of Paris Jackson-Harris
Sr. Sales Manager | Virtual, I ordered and she made everything possible for a really quick and fast delivery to make sure that I receive the ring soon enough! Updates given by email from her and she kept her word! My expectations were even exceeded and I received it today! That is 4 days earlier than my deadline! She’s the best and I am so so Thankful that she made this possible for me!

I made an order on the 17th of September that was supposed to be shipped 3 weeks ago. Contacting their customer service has been tedious and unsuccessful. Still no news about my order and waiting for customer service to give me more information. Starting to wonder if it's a scam and if I will actually get the order.

We made an appointment and they cancelled on us without letting us know. Bad customer service. Would not recommend. No one was there at the door or to answer the phone.

I paid for a necklace on 8/31. It was suppose to ship 9/16. It was delayed but no can confirm my shipping date. I have emailed, written, called and no resolution.

The ring and diamond themselves are beautiful, but the customer service at Vrai is reason enough not to go with them.

I sent my ring for a resize and minor repair. It sat for two weeks before they even “evaluated” it, and then I was told repairs would take another 8 weeks. This meant I wouldn’t have my engagement ring for my engagement party or photos. Even after I begged them to expedite the process and offered to pay more, they couldn’t guarantee anything. In the end, it still took 4 weeks, and the ring was shipped the day before my engagement party (too late for me to wear it.) It is still in transit, so I still don't have it back, and I haven’t even seen photos to confirm the work was done.

The phone number on their website only goes to voicemail, so there is no way to actually speak with someone. Email replies take 2–3 days, which is especially frustrating when dealing with urgent issues like a repair.

The communication feels like dealing with Amazon customer service, not a company who has the most valuable piece of jewelry I own. When I followed up after waiting days for a reply, I was told to stop because my emails would be sent “to the back of the queue.” Extremely upsetting way to treat someone who is in need of help.

My advice: go with a local jeweller who has a reputation to uphold and who you can talk to in person.

I rarely leave reviews, but my experience with VRAI demands attention. I sent my engagement ring in for repair after the center diamond dislodged—what followed was a 12-week ordeal marked by delays, poor communication, and a lack of transparency.

Despite following every instruction promptly and paying for the repair, I had to chase updates constantly. I was even given a tracking number that falsely implied my ring had shipped, when in fact it hadn’t left their facility. Only after sending a strongly worded letter did I receive confirmation that the ring was finally on its way.

This ring is not just a piece of jewelry—it’s a symbol of one of the most meaningful moments in my life. The emotional toll of this experience was significant, and the lack of urgency or accountability from VRAI was unacceptable.

While the ring has now been returned, the damage to my trust remains. I expected better from a company that markets itself as premium and customer-focused. I hope they take serious steps to improve their operations and communication, because no one should have to go through what I did.

Andrea made our engagement ring shopping experience easy and fun. We came without an appt directly from another store and instantly made our decision.

Worked with Andrea, she was amazing and very attentive to detail. Consistently followed up over email and phone. Kept us in the loop during the ring building process. Shopping and finding a ring was a breeze with her.

I had my eyes on the signature engagement ring but it was a little over my budget. Luckily I was contacted by Yi-Ting from the London showroom who was able to help with costs and advise on diamonds etc. The ring turned up on schedule and is absolutely perfect, the comments my partner gets on it says it all. Overall its been a great experience and a very happy customer, thankyou again to Yi-Ting for that little bit of direction I needed to make the purchase.

I signed up to their email subscription. It promises a 5% discount that never comes. I got the signup email and a welcome email, but never the elusive code. That's very misleading...perhaps hoping people give up and buy without the code. It's not a lot, but on a few grand, at least it offsets GST.

When I submitted my engagement ring for it's Annual Shine, I was told the process could take up to 5 weeks. With my wedding quickly approaching in just 8 weeks, I was hopeful for a quick turnaround. Kathleen from VRAI's Client Experience Team kept me cool, calm and collected through the entire process with daily updates after we surpassed the 5 week mark. She continuously messaged the production team until we received the news that my ring was shipping. While it was a little stressful with my wedding approaching, I sincerely appreciated all of Kathleen's efforts to make sure I had a positive experience, plus my ring looks absolutely incredible!

Yi-Ting made choosing my wedding band so easy! He was so friendly and knowledgable, making the whole experience a breeze and myself and my sister feel so welcome. Thank you so much again for a lovely experience!