Verified Company
We chose VRAI for our wedding band because we found our ideal design. Unfortunately, our experience was terrible.
Although we clearly communicated our wedding timeline from the start, there were repeated communication errors during the design process, leading to unnecessary delays. A simple question about maintaining the ring’s height while adding a hidden pavé was misunderstood, and we were sent a different CAD design we never requested, which delayed production even further.
Despite several written confirmations that the ring would arrive before our wedding, we were later told on October 21 that it had “already shipped yesterday.” The shipping label was created after our wedding day, meaning we waited for something that would never arrive on time. Because of this misinformation, we had no opportunity to arrange an alternative, and one of us even had to drive home from the venue on our wedding day to check for a package that didn’t exist.
To make things worse, when the ring finally arrived, the engraving was incorrect. The first letter was made lowercase, breaking the symbolic pairing we had designed for our matching bands.
We’ve expressed these issues directly to the company, but the process has been emotionally exhausting. A wedding band is not just a product; it’s part of a once-in-a-lifetime moment. Delivering it late, miscommunicating its status, and engraving it incorrectly diminishes its meaning entirely.
We still appreciate the beauty of the ring’s design, but the experience with VRAI has been deeply disappointing. We expected far more care, honesty, and accountability for a brand that positions itself as ethical and detail-oriented.
Beautiful design alone isn’t enough. True quality comes from honesty, accountability, and respect for the moments that truly matter.
We didn’t have an appointment and just did a walk in on a Sunday and we’re lucky to have had Dylan in the showroom help us. He was super nice and let us try on some rings and even got a carat size we’d been looking for from the stock room. It really helped solidify our ring search and we’re so happy to have stopped in.
As soon as I saw their rings I fall in love.. so I ordered my wedding rings on September 20th and was promised they would be shipped by October 6th at the latest.
It’s now past that date and I received no updates until I called them myself. When I called, they gave no explanation for the delay and only apologized, saying they would ship on October 15th.
This lack of communication and accountability is unacceptable, especially for such an important purchase. I am extremely disappointed with their service
I had the most amazing experience at VRAI’s New York location! I’ve been looking at other places for engagement rings and nowhere else even came close to the experience I had here. My consultant, Anne-Jaelle, was beyond incredible. She has the bubbliest personality and was so personable, making the entire process so enjoyable. I would do this experience a million times over with VRAI.
From start to finish, everything was perfect. Prices, service, and the overall atmosphere. I am 100% recommending VRAI to anyone and everyone. Truly a 10/10 experience and I couldn’t be happier!
This was the first place my partner and I made an appointment to look at rings together and I’m so upset our experience was tainted. From the moment we walked in, we were greeted by the associate who just said they were too busy to help us since everyone was busy with clients who had appointments but we were free to look around. I had to explain that we actually did have an appointment but it was just assumed that we didn’t. I then had to use the restroom and was barely directed there, the door is not labeled and was difficult to find. As I was looking for the door, the same person rudely asked if I was looking for something. Just my luck, he was the associate leading my visit. As others have mentioned, he never introduced himself and the whole interaction was so uncomfortable. When I referred to a three stone ring as a trilogy ring he asked where I heard that term and implied I must have been looking at a specific brand who made up that term. As an associate selling these styles, I would imagine you should be knowledgeable of such a commonly used style name and not make a customer feel stupid. Even for the rings themselves, if you are interested in a stone above 2 carats, there are very little options to try on here supposedly due their sustainability efforts. While the bigger loose stones we saw were beautiful, I wish they had the holder tool that’s shaped like a ring so you can get a feel of how it would really look on the finger. Overall, poor customer service and limited options available so DO NOT WASTE YOUR TIME HERE.
I went in a few weeks ago looking for a cuff ring but they unfortunately did not have it in stock. We were looking at other options but they didn’t seem to have a lot of inventory which is interesting. Overall though, we didn’t feel like the customer service was the best. They didn’t really try to understand what we wanted/suggest alternatives or even order things for us to ship to store or home.
Reply from VRAI New York
2025.06.07
Good morning Shivani!
Thank you so much for taking the time to leave a review. I apologize that the service you received while visiting our showroom did not meet your expectations. We truly appreciate you taking the time to provide feedback about your experience. I would love to hear more about your visit and assist you with finding what you are looking for. Please feel free to contact me directly at jessicapereira@vrai.com to discuss!
Warmly,
Jessica Pereira
Market Manager
Thank you so much for taking the time to leave a review. I apologize that the service you received while visiting our showroom did not meet your expectations. We truly appreciate you taking the time to provide feedback about your experience. I would love to hear more about your visit and assist you with finding what you are looking for. Please feel free to contact me directly at jessicapereira@vrai.com to discuss!
Warmly,
Jessica Pereira
Market Manager
Reply from VRAI New York
2025.06.05
Hi Monica,
Thank you for taking the time to review your experience at our NYC Showroom. I would love to hear any feedback you may have for us to share. Feel free to reach out to me at jessicapereira@vrai.com, at your earliest convenience.
Warmly,
Jessica Pereira
Market Manager
Thank you for taking the time to review your experience at our NYC Showroom. I would love to hear any feedback you may have for us to share. Feel free to reach out to me at jessicapereira@vrai.com, at your earliest convenience.
Warmly,
Jessica Pereira
Market Manager
My girlfriend and I recently visited VRAI, and we couldn’t be happier with the experience. Going in, we didn’t have much knowledge about engagement rings—especially me—but Mia made the entire process easy, informative, and surprisingly fun.
She took the time to explain everything clearly, walked us through all our options without any pressure, and genuinely cared about helping us find something meaningful. Her professionalism and warmth made the experience not just stress-free, but actually memorable.
If you’re looking for a place that combines quality, transparency, and incredible customer service, I’d highly recommend VRAI. Huge thanks to Mia for making a big moment in our lives feel that much more special!
Reply from VRAI New York
2025.06.05
Hi Daniel!
Thank you for taking the time to leave us a review. We're so happy to hear that you and your girlfriend had such a wonderful experience in our NYC Showroom with Mia! We hope to host you again soon.
Warmly,
Jessica Pereira
Market Manager
Thank you for taking the time to leave us a review. We're so happy to hear that you and your girlfriend had such a wonderful experience in our NYC Showroom with Mia! We hope to host you again soon.
Warmly,
Jessica Pereira
Market Manager
You're in good hands with VRAI. Let me explain:
Working primarily with Dylan, my GF, through several visits, was introduced to VRAI’s one-of-a-kind Felix Cut. We were the couple that was dead set on a traditional Emerald Cut —until the 'Felix' was presented.
Fast-forward to a little hiccup: we noticed the ring setting was listed as 14K gold, when we had selected 18K in store. With Dylan out of office, Sascha and Kejah stepped in like pros and immediately helped us cancel and restart the order to avoid any mishap. Once Dylan was back, he didn’t miss a beat—confirmed our suspicion, CC’ed the right people, and helped escalate what turned out to be an automation error.
Flawless team effort. "Brilliant" customer service. A ring and diamond combo that took our breath away. Thank you, VRAI, for making what could’ve been stressful feel effortless—and for designing what might just be the most beautiful diamond cut I’ve ever seen.
Highly recommend.
Reply from VRAI New York
2025.06.05
Hello!
Thank you so much for your review and kind words. We're thrilled to hear you had such a wonderful experience with Dylan in our NYC Showroom. We hope to host you again soon!
Warmly,
Jessica Pereira
Market Manager
Thank you so much for your review and kind words. We're thrilled to hear you had such a wonderful experience with Dylan in our NYC Showroom. We hope to host you again soon!
Warmly,
Jessica Pereira
Market Manager
Kejah was kind and very helpful. It was a pleasure shopping at Vrai with Kejah.
Reply from VRAI New York
2025.06.05
Hello Sebastian!
Thank you for leaving us a review and sharing about your positive experience in our NYC Showroom with Kejah! We hope to host you again soon.
Warmly,
Jessica Pereira
Market Manager
Thank you for leaving us a review and sharing about your positive experience in our NYC Showroom with Kejah! We hope to host you again soon.
Warmly,
Jessica Pereira
Market Manager