Review Time
If there was a way to give no stars, I absolutely would. I have been given the run around by this company for over a month. My order was placed on April 16 and shipped on April 27. The post office has been waiting to receive the shipment since then. When I emailed them several different times, I was given several different reasons as to why I have yet to receive my order. First, it was COVID-19. Then I was told that USPS didn’t update their tracking information at all. Then I was told I would receive updates tracking information and that my order was estimated to arrive June 13. Well unless it comes some time this week, I have not received either and they are refusing to refund me because it “shipped”. When I told them I never received any updated information, I have not heard anything back from them. Needless to say, I will never do business with this company again!
If I could give no stars I would their customer service is horrible! They give you the run around and blame the pandemic for their mishandling of orders, they refuse refunds and offer free products instead as if you would bother trying to get another product that will never arrive!
I placed my order on April 15th. I already knew with COVID shipping would be extended but when I contacted them they told me EDT would be June 13th and okay that’s fine but still nothing. No accurate shipping updates and just all around a disappointment. I would think twice before ordering from them.
horrible customer service. Ordered on the 16th of April, it is now the 14th of June. USPS has no record of ever recieving anything from them. Shipment says it's stuck in new york since the 27th. Requested refund... they refuse. Disputed through PayPal and still haven't heard anything back. Don't ever order from this company.
BUYER BEWARE!!!!! Would have given 0 stars if I could! This company is at best horribly unethical and at worst may actually be a scam (check out the Facebook group with 75+ members detailing their horror stories with this company). I placed 2 orders to 2 different shipping addresses on 4/3/2020. Was initially told typical shipping times, then due to COVID delays- understandable. But as time went on my tracking information never changed, multiple messages to their customer service either went unanswered or were given copy and paste responses. I finally got an update from them (after pushing for one) claiming the order would arrive in May (they kept talking about them like 1 order even though they were two separate ones-shady!), nope. Then I messaged several more times, they told me June 13th. Nothing. When I messaged them again I all of a sudden got tracking links that said the orders were delivered. I did NOT receive them! They are now claiming there is nothing they can do because the orders say delivered. I have filed with PayPal and my credit card company and will be filing with the Better Business Bureau. This company should be absolutely ashamed. I don't know how they look at themselves in the mirror taking advantage of people like this, and during difficult times- they literally are capitalizing on peoples' quarantine stress. If you're looking for these paint by "diamonds" by the way, there are MANY places you can reliably get them. I ordered one from Amazon for 12 dollars and it arrived in 2 days. Order elsewhere!
This once was a positive review but then, after 10 days of waiting, I have still not received any information on my free kit. I actually should be getting one free kit from the late delivery form and a "reward" from the reward page that I filled out when I first received my kit. Whenever I ask them about this, it takes them around 2 or 3 whole days to respond. Even then all the say is the same copy-paste response of,"Our manger will email you." I haven't gotten a single email with a code when I should be getting a code and also a reward.
After seeing all of the ads on multiple social media platforms, YouTube reviews, and checking out the available prints, I decided to give PaintGems a try. I know that this is a newer DP company, but their kits are pricier than other sites, their site doesn't include much information or any customer reviews, and it took a long time to ship. I do understand that shipping was much slower from COVID, but I placed my order on April 24th and didn't receive it until about 2 weeks into June. If COVID shipping hadn't been an issue, it seems as though the shipping would still take a while. I spent $79 for the free mystery kit and it ended up being a small square that wasn't very colorful.I tried to contact customer service a few times while waiting. Each response I got was poorly written, so it may have been translated (to English - I purchased from the US). There is no "about" page on the website, so I don't even know where PaintGem is based. After asking for a refund, I was told shipping was taking a while and to contact again when I received my order for some sort of "compensation." I never got anything refunded or any extra gift. The responses I got from customer support also said they sent out shipping updates, which never actually went through to my email.
Once I saw that the package was coming from China and had been assigned a USPS tracking number at shipping, the delays make sense. Packages are taking 2+ months across the board to arrive from all companies so it wasn’t a problem unique to PaintGem. I’m almost done my mystery kit and the kit is high quality, and I’m impressed at the value you get for the price! The gems are well made for their tiny size. You get a lot of extras which is helpful incase you get a few imperfect gems. Once COVID-19 shipping delays are over, I hope to get kits much faster. Since shipping time isn’t something PaintGem can control, I will definitely buy again. I work in consulting, and some of my clients have shipping containers and customer orders sitting in hubs in China just waiting for the extreme backlog of shipments to clear up so they can get inspected and on the next plane/boat so it’s an issue for a lot of companies sadly :(
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