Diamond Art Club Reviews (%countItem)
Diamond Art Club Rating
Address: 407 N Maple Dr #Grd1, Beverly Hills, California, United States, 90210-4272
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Address: 407 N Maple Dr #Grd1, Beverly Hills, California, United States, 90210-4272
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Diamond Art Club is an amazing company, they offer outstanding quality backed by supreme customer service. There is nothing has I can say about this company.
If I could give 0 stars I would. This company is the worst. I wish I would have known how horrible their customer service was before I shelled out $50 of my hard earned money. I've never received my item. It was delivered to the wrong address and they required me to jump through hoops. Now that I've finally been able to provide the information they "needed" or "wanted" they are not responding to my chats or email. I have never seen a company so devoid of Customer Service as them. It seems that if you complain they treat you like you did something wrong instead of handling business the right way and taking care of the customer. They need to be put out of business.
DAC has been nothing but amazing. Customer service is absolutely wonderful! Always there to answer any problem I have!
Account deactivation.
I've been a Diamond member for quite some time. I've purchased a bunch of paintings. These are for myself and as Christmas and birthday presents. I had an issue with losing points I earned during a transaction I was unaware of the redemption process. I advised people in my diamond painting group to make sure they use all their intended points in the transaction so they don't lose them. I'm assuming that's why my account was shut down. Right after that all my existing pre orders and new release purchase were canceled, refunded and marked as fraud. I checked with my bank and PayPal and they verified no fraudulent activity. I have always purchased a lot from them no issues. It's just a really strange coincidence. I was not contacted by Diamond Art Club prior to all of this. I only received emails stating my purchases were refund but no explanation at all. They should have reached out and inquired with me but they didn't they just shut my account down. I've reached out several times with no responses. All previous communications for general questions I would always get immediate responses no matter what time or day. But with this I'm left hanging and just want my account reinstated. I've been accused of fraud for no reason.
I want my points reinstated. My account deactivated and all the orders I placed that were refunded to be sent especially the brand new one that sold out that I was going to receive in about a week or so.
I want my account re activated. I made a typo and put deactivated. It's currently deactivated but I want it reinstated with my over *** points I had left. If this company offers pints then we should be able to use them.
ear Ms.,
As stated on our company's website under "Terms of Service: Section 2 - General Condition & Section 13 - *AC Insider Rewards Program," we - unfortunately - had to exercise our right to refuse service due to the stress and upset some of your communication has caused our employee(s).
When your account was closed, our system showed that you did not have a point balance of "over ***" as claimed. Reward points have no monetary value, and we can not guarantee inventory levels for any of our products.
We are greatly sadden that this decision had to be made. We greatly value each of our customers and try to treat everyone with kindness & respect. Thank you.
(The consumer indicated he/she *INOT accept the response from the business.)
The company's response was not clear at all why I was deactivated and yes I had a point balance of over 7000 points. They are lying. Also not sure about upset they are telling about. I was a good customer that gave them a lot of business. I'm notvthevonlybone they have done this to. They deactivated my roommate because she is associated with me due to living at my address. They deactivated her upon her first purchase. Makes you wonder what kind of business model they go by. It's not acceptable. I don't know what can be done. They have a multitude of complaints not just on Revdex.com but in diamond art groups altogether. Their business ethics and business model are terribly flawed and it's not right how they practice business nothing is resolved and I'm still deactivated for no good reason. My money is as good as anyone else's. Their response isn't even good.
ear Ms.,
We understand that this decision may be upsetting and frustrating. However, please refer to our company's website "Terms of Service: Section 2 - General Condition & Section 13 - *AC Insider Rewards Program" for further information: ***
As clarification, our system shows your remaining point balance was exactly 4,476 points at time of account closure. Since we uphold a strict customer confidentiality and privacy policy, we do not believe in sharing a detailed report of your order history or account balance on this public forum.
Thank you.
(The consumer indicated he/she *INOT accept the response from the business.)
It's absurd. Makes no sense. I've never had a business do this. Also my roommate was deactivated for absolutely no reason other then being my roommate. She only ordered once from your company due to her taking almost 6 months to complete one painting. And dont say you deactivated her because we share the same address because there are multiple rolls in my group that order from *AC that share the same address. This companies business practices are ridiculous. I've given my business to other companies that deserve it. You can't prevent me from diamond painting. You've lost a lot of money by deactivating me for some ridiculous rule that I didn't even know about. Not a good way to do business.
ear Ms.,
We are definitely not stopping you from diamond painting. As a consumer, you have the right to shop anywhere you'd like and there are many other companies that sell similar products.
With that being said, as a business, we reserve the right not to serve anyone as per out terms and conditions.
Unfortunately, you are no longer able to shop with *AC due to the repetitive verbal abuse you directed towards our employees. This decision is final and cannot be overturned. Thank you.
(The consumer indicated he/she *INOT accept the response from the business.)
First off you didn't respond as to why you deactivated my roommates account. You didn't acknowledge her at all. Second there was no verbal abuse whatsoever. Also you have now slandered me. Also you can't prevent me having my friends, and oh trust me I have a lot of friends from purchasing paintings for me and you would never know they are purchasing for me. So it's done you no good to deactivate me because I can these paintings when I want. But I never verbally abused anyone. And my roommate has no connection with me other than *** g the same address. Verbal abuse for explaining a coupon? Your company just keeps lying.
ear Ms.,
Your characterization of what happened is false and we stand with our previous messages. We are unable to disclose more information due to the nature of this public forum.
Thank you.
(The consumer indicated he/she *INOT accept the response from the business.)
Still have given no actual thorough explanation for myself or my roommate because you have no actual acceptable proof. I don't stand by your decision whatsoever. And I will keep fighting. Again you can't prevent people ordering for me because you have no idea which customers you have that are associated with me. What are you going to deactivate every person that orders from you?
I have follow instructions to fine we're my order is one sent email call 4 times left messages no response
*** and
*** place order May 5 38.37 on my debt card contact phone no of company
Never responded to email or phone message
Dear ***,
I believe you have confused us with a different diamond art painting company.
Both the order #'s & phone # you've listed in this complaint are NOT ours. Diamond Art ClubTM order #'s start with an "SHO" pre-fix, and we only utilize email ([email protected]) & chat to handle our customer service issues. We've also searched our customer & order data bases and have found no record of your contact information or any order history with us.
Needless to say, we pride ourselves in the quality of our products, fast ship times, and excellence in customer care. However, the above mentioned complaint is definitely NOT with Diamond Art Club, LLC.
We suggest looking at your account statement in order to properly identify this potential perpetrator. Wishing you the best of luck in finding a resolution to your problem.
Thank you.
After 3 months I received one inferior "art kit" not as advertised and still missing 90% of the order
I ordered from this company on the 2nd of June. I have yet to receive any order they have shipped out
I ordered on June 2nd they shipped my order. It got lost. They supposedly reshipped the item on 16th. UPS today on 18th said they did not receive package. I got in touch with diamond art club. They supposedly shipped the item again at two today. It is now almost seven at night and UPS said they do not have package. So either the diamond art club is just saying they shipped it and didn't or their shippers are just plain keeping packages instead of shipping them.
I want them to send my package USPS priority not UPS mail innovations. I want my package.
Contact Name and Title: Head of Customer Service
Contact Email: ***
Dear Ms.,
Per our email exchange through our customer service portal, you confirmed receipt of the *OSE package in question on 6/22/20. Confirming the fulfillment delay was caused by USPS, and not something done by Diamond Art Club.
I noticed that you have since placed additional orders with us; thus wanted to thank you for your continued business. We hope our diamond art paintings bring you many hours of joy and relaxation.
Should you have any additional questions, please feel free to contact us at ***
May you stay safe and healthy.
Order #***
Not received.
I placed this order in April. I have called twice and left voicemail and emailed 3 times without any response back. My tracking shows it has been at a partner shipping company for 10 days, at least. Please respond to me or I will have to dispute this charge to my bank.
To get my order
Hi ***,
We are sorry to hear that you did not receive your order. However, we are unable to locate you with the information provided and it does sound like you might be confusing us with another company.
In order for us to further look into this matter, we would need your order number starting with SHO-
We sincerely appreciate your help and look forward to assisting you with this concern.
Thank you
I Ordered two paintings and 24.95 was drafted from my account. Never received product. No number to call
Tracking *** .... was never shipped. Drafted 24.95 from my account ... still haven't received after a month and now their website is gone and no contact information ... this is a scam!!
I want a refund
Contact Name and Title: Head of Customer Service
Contact Phone: n/a
Contact Email: ***
Dear Ms.,
I believe you have confused us with a different diamond art painting company.
Our website is very much accessible: diamondartclub.com with our customer support contact information listed clearly (eg: "Contact Us" in the footer). We also have searched our customer & order data bases and have found no record of your contact information or any order history with us.
Needless to say, we pride ourselves in the quality of our products, fast ship times, and excellence in customer care. However, the above mentioned issued is definitely NOT with Diamond Art Club, LLC.
We suggest looking at your account statement in order to properly identify this potential perpetrator. Wishing you the best of luck in finding a resolution to your problem.
Thank you.
Very disappointed. Went with this company because they are USA made. Ordered on May 13. Got a confirmation # and was to be shipped in 7-9 days. I never received an email confirming shipment. Finally after 3 weeks I went to check on my order. When I clicked on the view your order icon I was told "this page can not be found". I have e-mailed 4 times and gotten no response. However, they wasted no time in charging the $44 to my charge card. Would like to give them 0 stars.
Wish I could leave ZERO stars!!! I ordered an introductory kit on Mar 29th, 2020. I received an email on Apr 3rd that orders were being delayed due to the virus. I was patient until I got another email asking how I liked the kits that I didn't receive. When I emailed them, they claimed UPS had dropped it off on Mar 31st. Hard to believe that first of all it could get from Calif to NY in just 2 days and 2nd that it could arrive at my house & no one in my family saw it. We live in a private house, get deliveries often and we know it was never delivered. They had no problem charging my credit card immediately for something I did not get. When I contacted them they said they would have to investigate with UPS, that was over 2 weeks ago. The quarantine will be over before I even get an answer. Do NOT ORDER FROM THEM, THEY ARE FRAUDS TAKING ADVANTAGE OF PEOPLE BEING STUCK IN THE HOUSE & LOOKING FOR A CREATIVE OUTLET. I'M OUT $45 & I'm OUT OF WORK, NOT ACCEPTABLE!!
Hi Kim,
We are sorry to hear that you are unhappy, but your review is 100% inaccurate, at best. You placed an order on March 29th that we shipped the very same day at 7:05 am PST. Your order was delivered on March 31st via UPS and your tracking indicates that it has been delivered to your residence at 3:11 pm.
As a reminder, here is your tracking number where it shows the status of your shipment: https://www.ups.com/track?loc=en_US&tracknum=1Z37Y9A2YWXXXXXXXX&requester=WT/trackdetails
We have provided you with steps you can follow to retrieve your package as well as help to file a claim in case it got misdelivered, but instead of following the instructions, you decided to slander us online. We are unable to help you if you don't let us help.
Best of luck,
Adriana
I have attempted to follow your directions but due to the fact that we are in the epi center of the pandemic, UPS is not answering their phones & all attempts to put the claim in myself have not been possible as I have repeatedly told the diamond art club in several emails that they need to put the claim in because they are the ones who can get through since they use them as their shippers.They have not been able to prove the delivery actually came to my house. They said they were going to check with UPS but that was over 2 weeks ago & still no proof. I have no reason to say I didnt receive a package, if I did. I recently checked the reviews on this company & quite a few people were saying that it was over 2 months & they still didnt get their kits. Seems to be a trend that unfortunately I didnt read until after I placed my order & they charged my card. During a time when people should be kind & helping one another I find this company's lack of compassion commitment to providing their customers with the products they paid for to me especially unconscionable.
Hi Kim,
There is no such thing as people waiting 2 months to get their kits. All of our orders ship within 24 business hours from New Jersey and deliver within a week. Yours was delivered in 48 hours as shown in the tracking provided above. Here it is again for your reference: https://www.ups.com/track?loc=en_US&tracknum=1Z37Y9A2YWXXXXXXXX&requester=WT/trackdetails
However, it's true that other brands ship from China, and their kits don't arrive on time. We ask that you conduct your research more diligently and stop smearing our company.
Unfortunately, as we try our best to provide exceptional service, some factors like shipping and handling are outside of our control.
Unfortunately, since your package was successfully tagged as delivered by the carrier, we will have to wait for the carrier to respond and resolve the claim that we have already. A refund/replacement can't be processed until the claim we have filed is already resolved. Our sincerest apologies.
We have previously indicated that we filed a claim on your behalf.
Thank you,
Adriana
I have continuously attempted to file an claim & this is the message I get from UPS
Cannot submit claim.
UPS SurePost packages are delivered by the United States Postal Service. Contact the postal service for support with filing a claim. [UPS:E035]
UPS Tracking Number
1Z37Y9A2YWXXXXXXXX
If you have any questions or concerns, please call UPS Customer Service at 1-800-PICK UPS.
When I called my local USPS, they said their postal service tracking ID is
Tracking Number: XXXXXXXXXXXXXXXXXXXXXXXXXX
Status
USPS Currently Awaiting Package
A status update is not yet available for your package. It will be available when the shipper provides an update or the package is delivered to USPS. Check back soon.
Sign up for Informed Delivery�® to receive notifications for packages addressed to you.
USPS Currently Awaiting Package
I spoke to Arthur at the local Post Office and confirmed that his post office NEVER received the package so how can it have been delivered when the UPS said it was being handed over to the USPS. This is proof that my package was never delivered to my house and I feel it is grossly unfair not to refund my money. I really wanted the kits but at this point your company has taken all the joy out of this project and the pandemic is almost over & we will all be returning to work. Please credit my credit card account and let this be settled.
Kim Anderson
Preordered Here Comes the Bride received different item. Gave refund but wanted promised preorder, gen public recvd item after me after preorder
I preordered "Here Comes the Bride" Saturday April 11th and it was available for sale to the general public on monday, April 13th. I received it in the mail yesterday, and I received the wrong order and received, "The Universe in the Jar". They responded promptly, but they said it was sold out and could not send me one. Even though others were shipped out after me and after I preordered. I should have had first dibs on it, and they should have cancelled an order after me since I ordered in advance. At first they gave me a partial refund and did not give money back for shipping. However, then after I complained again about not wanting to pay for shipping for an item I did not want, they sent the shipping fee back to me. They offered to let me keep the other item, but I explained I did not like the design and would try to give it to someone else. All I wanted was the ordered diamond art once available, but they could not do this. Then on 4/16/20, a day after I had received the incorrect item, the item I wanted was back on the website. I spoke to the support line on the website and they said it was an error on the website and they did not have the item. Again, I almost reordered the item that said it was available, and then I would not have received it. I asked if they could offer me the item when it became available since I preordered it, and they said this was not an option. Overall, I spent a lot of effort to get this one item for my son, and after everything I was not able to receive it. Order number: ***.
I would like the correct item sent to me "Here Comes the Bride."
Hi ***,
We are sorry to hear about the issue with your order. Unfortunately, during the pick phase, one of our employees incorrectly picked the wrong item at the warehouse. Our records indicate that this painting is now sold out and that you have been offered a refund AND you were allowed to keep the incorrect painting free of charge.
Unfortunately, we are unable to reship the original painting you purchased as it is now already sold out.
Our apologies for not being able to meet your expectations but we have exhausted all of our available options.
All the best
My first DP from them had issues. I started it on Thanksgiving evening and wasn't pleased. I sent an email expecting to hear back at the earliest on Monday. Nope, they emailed me back immediately and sent a new DP right then. I had a new, perfect product on Sunday! Their product is as close to perfection as possible and their customer service is amazing!!!
I was scammed by this business. An order was submitted without me submitting it
I was going to order a few items from this company but suddenly screens started popping up asking me to buy more items. I kept saying no but more items were added to my order and the order submitted without my permission. At no time was I allowed or asked to "submit order". When I contacted the company they said they would close my account as I asked but they would not cancel the order. I can send it back but it will be at my expense. That is wrong and it's a scam. Once I put one thing in that cart it could not be stopped. I now know for a fact this is happening to many more people. It has to stop.
$44.77 refunded to my charge account that you took it from!
Hello ***,
Attached, please find the history of our conversation via email. On 02/17/2020, you placed an order for 4 paintings and organizer for a total of $44.77. Your order was shipped the same day and delivered on 02/19/2020.
You sent us an email confirming that you received your order and requested a refund. We responded immediately by providing you our return instructions. We have yet to receive your return therefore we cannot issue a refund.
If you return is received within 30 days, we will be more than happy to issue a full refund as outlined in our return policy that you may find here: ***
Thank you
Document Attached
They are misleading or blatantly lying about what you are buying from them. I went onto their introductory offer page, which seems normal at first but quickly becomes "scam" like. They claim that they'll send you their kits for free and all you have to pay is the shipping fee. They show pictures of pretty pictures of the artwork. After inputting your credit card info, they take you to the next page where they offer you a few more additional "add-on" offers. By the fourth page, they offer to upgrade to the larger sizes where they admit that the pretty pictures they showed you earlier were the larger upgraded sizes. This is where I realized that the ones they were going to send were tiny and super pixelated, so in order to get the same effect and artwork that you were initially drawn to, you HAVE to upgrade to the larger images. At this point, I wanted to just buy one instead of opting in for all 4 images, but I was worried that if I went back, I would lose the special promo offer. There's no way to edit your order throughout the entire process. In fact, I later found out that they charge you right off the bat as soon as you enter your credit card info on page one. There never is/was an option to edit your cart or change your mind. When I received my items, I noticed that they looked smaller than what was listed. I contacted them by email where they claimed that they sent me the correct sizes. Not convinced, I Googled around for an hour to find the promo page again. I was finally able to find it and went through the ordering process again, and took a picture of the section where they tell you the upgraded sizes, and they were indeed different from the ones that were sent to me. When I confronted the company about this (through email still) they admitted that the sizes on the boxes reflect the size of the jeweled artwork area, but the sizes listed on their promo page included the white border along the artwork area. This was not explained at all on their website and their promo page makes it seem like it's specifically the artwork area that they're talking about. When I told them this, they admitted that it was misleading and confusing, but stuck by their explanation and said I should measure the canvas myself if I didn't believe them. So I did measure it, but found that their calculations were still short by a few centimeters. It may not be much, but that's still false advertisement. They gypped me by sending me something smaller than what they claimed I was paying for. They refused to even give me a partial refund. They lied about what they were selling to me and I feel like I've been scammed.
Diamond Art Club is THE best place I have found anywhere, where you get fantastic customer service and awesome Diamond Paintings! They are there anytime I want to jump on their Facebook page and ask any kind of questions. They have beautiful, soft, velvety canvases for their Diamond Paintings. The drills are very good quality and very nice colors. The products they sell are top notch, and they have a great number of very talented artists that they get their designs from. If there is ever a problem they take care of it right away, no arguments! They also have a Rewards Program for frequent buyers, which earns you points towards dollars off of future purchases, and free shipping if your purchase is over $75.00. I highly recommend their paintings. Once I made my first purchase, I knew I would not be satisfied with the products of any of the other sellers, and so far, I haven't been wrong.
locked my account for no reason and stole $70
I placed an order that should have been delivered in 2 weeks actually took over a month when I emailed to complain and told them I would be disputing the charge they told me if I did they would lock my account. I never disputed the charge and waited for the delivery today I logged on to redeem my *** points and they told me my account was locked and they could no longer service me!!!! they in effect stole $70 from me that I earned by making purchases. I was at the top tire and have spent a great dal of money with them. I want the money they owe me and the I will be done with them this is no was to treat a customer no other company would be have this way.
i want my account reactivated so i can spend my points that they legally owe me and then they can close the account. you cant lock an account because a customer is dissatisfied.
Hi ***,
Your latest order from us was delivered on 11/25/2019 via USPS. Tracking number: ***. This order was delivered late due a delay from USPS for which we have no control over.
On 11/20/2019, you requested a full refund from us as you were visibly getting upset with the USPS delay (which is not within our control). We responded by letting you know that we will be happy to provide you with a full refund if you do not receive your order by 11/27/2019. However, as previously indicated, you did receive your order on 11/25/2019.
You responded to our last email in a rude manner and threatened to dispute the charge with American Express. At that point, we provided you with our return instructions in case you wanted to return the merchandise for a full refund when it arrives. You responded with "Will do". No return was received and no refund was issued as everything was delivered correctly.
Due to those circumstances, the rude nature of your emails as well as the AmEx threats made, we are not longer able to support your business and your membership with us has been permanently terminated. Kindly note that rewards points are a perk, not a right.
Please refer to section 13.3 of our Terms & Conditions: *** to read our membership suspension terms.
Best
Company no longer replies to my emails concerning a refund and return mailing slip for an order I did not want.
My credit card company cannot help me dispute this charge because I gave DAC my credit card information to make a purchase. The transaction process though was not clear; the company kept trying to add things to my order. I declined and when I eventually saw what the quality of the items ordered would be, I wanted to cancel the transaction. I felt that it was a bit of a bait and switch when it came to product quality. But there was no cancel button, I just had to close the tab. There was also no confirmation screen or button to finalize purchase. I feel the way the transaction took place was at best incomplete, at worst misleading or fraudulent. I did not know the order had gone through and that I was charged until days later when I checked my credit card statement. Their email had gone to the junk folder. My credit card company said that since the item was already en route they could do nothing until it was in my possession. They also advised me to contact the company itself for resolution. I have been exchanging emails with DAC for almost a month. They keep saying that they only offer refunds on defective merchandise and would not send me a return shipping slip. They said I could send it back at my own cost and they would refund my purchase price. But I have checked and shipping back to their returns department in New Jersey, not their West Hollywood address, costs as much as the item. I would still be out a chunk of change if I mailed back their product. This option is not okay or fair. They have the power to adjust their policy and provide good customer service by emailing me a shipping slip then refunding my money upon receipt of items. They refuse to listen to all the issues I have sent in emails even though this could be easily resolved. I told them I would go through my credit card company to dispute the charge if they would not handle it. They told me they would take me to collections for any fees they incurred from a disputed charge. They are being completely unreasonable and petty. I believe their product and business practices need improvement at best and are shady at worst. I am looking for resolution to my issue with this company. I want to return the unused, unopened items to them for a full refund, but it is not fair to then be out nearly $30 in shipping costs. They can make all this happen and fix the problem but they have refused to respond to my last few emails sent 1-2 weeks ago. If I had known that their business practices were this customer unfriendly, I would never have started an order with them. Especially after seeing the reviews others have left on this site, these types of issues seem to be a recurring theme with them. They are consistently ignoring the customers pleas and basically telling them who cares. I tried the phone number for the business but it says the phone line is not monitored and to go online and email them. How is it okay for them to not have another method of contact? Again, these business practices seem fishy and designed to make it impossible for the customer to get help.
I want a return shipping slip emailed to me so I may return their unused, unopened product, and expect a full refund of purchase price upon the products' return.
BUSINESS RESPONSE: The original order was placed on 09/05/2019 and shipped on 09/06/2019. Once an order is placed and processed, we are only able to cancel in certain instances. However, in this instance, the order was paid, confirmed and shipped to the customer. We did not hear from this customer until 09/12/2019 asking for a prepaid return label. As per our return policy, we do not provide prepaid return labels unless it's a manufacturer defect. The customer may review our return & cancellation policy here:
https://www.diamondartclub.com/pages/return-policy.
However, we would have been more than happy to issue a full refund upon receipt of her return, but no return was ever received within the original 30 days. This order has now exceeded the 30 day return period and is no longer eligible for a refund.
This issue has not been resolved with the business. I was always contacting them for resolution, but they consistently ignored my repeated emails. They are incorrect in their account of our interactions. They never received a return of the items because they would not send me a shipping label. My case went past their 3o days because they were extremely inconsistent in any responses to my inquiries for help. I told them I would not pay for shipping and that I needed a label. Besides the fact that I NEVER confirmed the order be placed. It took almost a week to contact them because I didn't know the order went through and was on it's way. Their return/refund policy is ridiculous. Paying to send it back myself was as much as the purchase price. I even recently emailed them and they only responded once to my request. Turns out when I finally opened the package, I didn't when first received because I did not want, the items were incorrect. Even after telling them this, I have received no help. Because they are unwilling to offer customer service through a shipping label, I am out the money from a more than unreliable ordering process, and am stuck with merchandise I cannot use because they sent items I didn't even request. They make it sound like they did everything and I didn't respond when it is in fact the opposite. I have all the emails to track their lack of customer service and the MANY times I've contacted them. I missed the Revdex.com deadline after their response because I was not on the lookout for an email from the Revdex.com after my case had been closed. The company never responded to the initial deadline so I was more than surprised to see they now responded nearly 2 months after the fact. This behavior is quite similiar to the way they would then would not respond to me. Every month I try contacting them for help and rarely get past one email in return. They even blocked me on Facebook when I could not get a response through emails. How am I supposed to received customer service when they outright ignore me?
As we previously stated, the order was successfully placed by the customer on 09/05/2019. 7 days later, on 09/12/2019, once the order was shipped and delivered, we received a note from the customer claiming that she had never meant to place her order and requested a cancelation.
It is basic common sense that orders cannot be canceled once they are shipped and delivered. We've provided the customer with our return instructions the very same day on 09/12/2019 and let her know that she would be getting a full refund upon receipt. The customer then indicated that she refuses to pay for return postage and insisted on receiving a prepaid return label.
We informed the customer that we do not provide prepaid return labels unless it's a manufacturer defect as per our return policy that can be found on our website (https://www.diamondartclub.com/pages/return-policy).
This is a buyer's remorse situation which is not something our company pays return postage for.
The customer kept insisting on getting a prepaid return label even though she's been told numerous times we do not provide them. This caused her to miss the 30 day window. The return was never received within the 30 day period therefore we can no longer process her return.
The conversation history with the customer is attached.
Thank you.
Company cancelled my order, on their own accord, but never refunded my money.
I bought two diamond painting from this company. After I purchased, they cancelled my order. My Paypal account was charged the day I placed the order, and still no refund has been issued. I have sent several e-mails requesting my refund for the cancellation, but no response and no refund. Diamond Art Club sent me an e-mail regarding the cancellation, but never a refund has been issued. Out of desperation, I opened a dispute with PayPal, but it will take up to 60 days for their investigation. The following is from the email received from Diamond Art Club.
Diamond Art Club
Wed, Sep 25, 2:28 PM (7 days ago)
Your order has been canceled . Refunded Items The Desert Princess Ã? 1 16.5" x 48.8 (42cm x 124cm) / Square With*** Accents / 55 Colors Including 3
A full refund in the amount of $95.99.
BUSINESS RESPONSE: This order was placed on 09/25/2019 and was tagged as fraudulent by our system due to previous abuse of our return policies. It was automatically canceled and a refund was automatically issued on 10/04/2019. Please see the enclosed receipt:
company is refusing to refund the money for the order that was returned. They're accusing me of stealing part of it and damaging the rest.
***
I ordered a kit from this company the end of June 2019. The kit was horrible quality and the canvas was damaged. I contacted the customer service email and told them I want a refund. I accidentally mailed the items back to their office not their warehouse. When the company finally found the order that was returned they refused to refund my money. They said they can't refund my money for 3 reasons. They said they can't refund the money because I sent it to their office not their warehouse, items were missing from it and what they did receive was damaged. I explained to them that the I mailed back the package exactly how I received it. Everything was in bubble wrap and neatly packed up. They responded by accusing me of stealing part of the order and damaging the rest and once again told me they also can't refund the money because it was sent to their office not warehouse. The agent I spoke to was named *** I have been trying to contact them for well over a month and they will not respond to any messages I send. I mailed back every item that was in the kit exactly how it arrived. All the emails I received back from *** was her accusing me of stealing items and damaging them and also telling me I sent it to the wrong address
I would like a refund
BUSINESS RESPONSE: The original order was placed on 06/27/2019. On 07/07/2019, the customer made a request to return. We provided the return instructions as well as the shipping address for the return. Unfortunately, this return was never received at our warehouse and the customer was not able to provide us with proof of the return. A refund cannot be issued as the return was never received.