Review Time
I am new to diamond painting - my daughter bought me several diamond painting kits from PaintGem for Christmas and they looked good. However when I started to do one of the kits I am unable to read several of the symbols on one canvas. I emailed PaintGem and received an apology reply with an offer to replace the canvas-this was on 30 March. I have not received anything from them and despite sending 2 additional emails I have not had a reply.
I’ve tried to be patient with this company before writing my review. While the products themselves were a good quality the customer service/shipping was terrible. Rather than be honesty with their customers that the shipping could take up to 8+ weeks they kept trying to blame USPS for not scanning packages. These items were stuck in NY for over a month (mostly likely in customs but since I can’t get a straight answer I can only assume). I was promised a free kit to make up for the delays, it has now been 2 weeks since I filled out their form requesting it. I was told last week a manager would be emailing and have received nothing but silence. I’m throwing in the towel and will no longer buy from this company. Since this order I’ve ordered from another company and received my diamond paintings in just over 2 weeks (1 was a custom print). To PaintGem, learn from the experience to be honest with your customers. You could have avoided much of the anger you are now receiving had you told us due to COVID ANd custom procedures your order won’t be delivered until x amount of time. Every other company I’ve dealt with has been up front with any long delays before placing the orders. I’m giving 2 stars instead of just 1 because I did like my products once I finally received them
I ordered in April 22 but I just received my order today June 25th it was super late but every time I emailed to ask about my shipment they always replied right away or reassured me my package would soon arrive. Overall I am happy with everything I received everything is as pictured nothing damaged everything in good condition. Oh and for being late they are giving me a free item either stickers, voucher or a free kit :)
I typically don’t post reviews, but I was sad to see so many negative ones that I had to share my experience. I ordered my painting on 4/23 and received it on 6/11. I contacted Paint Gem twice during this time and both times I received a prompt and polite reply reassuring me that the package was on the way. They even offered me a gift for my inconvenience. When my painting finally arrived I was extremely pleased with everything. It was packaged very well and all my items were there. I have ordered 3 other paintings from 3 different vendors on Amazon and Paint Gem is by far the best. The diamonds are high quality, the symbols are easy to read, and not to mention the diamond pen and macaroon wax are adorable! My daughter loves it as much as I do and wants one for her birthday. I will probably order one for her knowing that due to Covid delays it may be a couple of months before I receive it. I didn’t take off any stars for the delay because it was worth the wait.
My kit finally arrived after unexpected COVID 19 delays and considering this was not something they could do anything about, they were very helpful and diligent when replying to my concerns. Once I received my kit I loved it! All of my diamonds are there and I love the way it looks!
Other then the delay of everything which is pretty obvious right now with the Covid stuff going on it's taking a second but everyone kept in contact with me to let me know about my stuff and even got a few free things for my wait so that was awesome, shows you want your customers to be happy! And all in all I'm very happy with everything I got especially my custom painting of my boyfriend's puppy🥰😊
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