Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Back in January 2025, the link that is sent to high tier members to purchase new releases before the rest of the public wasn't working. I sent an email telling them their link didn't work and that they should make sure it works before sending to customers. The next week I didnt get earlt purchase notification. I went to see what was new. I found a few things I liked, placed them in my cart and attempted to use my reward points to purchase. Website would not allow. I attempted to go to ******** group for assistance and I no longer have access to group. I sent 4 or 5 emails to support address with no response. I have been a customer since March 2020. I was a ********************** tier member each year which means I was spending at least $500 per year. Blocking a person for stating the obvious is wrong especially since I did it privately through email and didnt blast them on ******** or any other social media.

  

  Business Response

  Date: 06/22/2025

  Ms. ***************** sorry the VIP link you received on January 18, 2025, didnt work for you at the time. It was functioning properly for us and for other members.
  
  After reviewing your follow-up message, we found it did not meet the standard of respectful communication outlined in our membership terms. As Diamond Art Club is a private, members-only community, we have decided to end your membership. No further action is needed on your account.
  
  Thank you for the support youve shown over the years. We wish you all the best.
  
  -Diamond Art Club

  Customer Answer

  Date: 06/28/2025

   
  Complaint: 23502737
  
  I am rejecting this response because: pointing out to a business that a link did not work does not violate anything. This business is known to punish its members for speaking up about anything to do with them in a negative light. I sent one email complaint about a bad link. I tried being supportive even after seeing everyone else's complaints. Now I understand what these people were talking about. The difference is I took my complaint to you directly and in private. Keeping me from making purchases on a public website is discrimination. Not in the traditional sense of course. Instead of saying sorry your link didnt work, im blocked from everything. Whatever.
  
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 06/28/2025

  Dear Ms. ****************** you for sharing your additional thoughts.
  
  As noted in our earlier reply, our community is guided by clear Terms & Conditions that ask members to communicate with respect. After reviewing your messages, we found they did not align with those guidelines, and your VIP membership is no longer active. When an account is inactive, its reward points and other VIP benefits are unavailable.
  
  We understand this isnt the outcome you were hoping for, but we stand by our previous response and have no further actions to offer.
  
  We appreciate the support youve shown in the past and wish you the best.
  
  Sincerely,
  -Diamond Art Club

  Customer Answer

  Date: 06/28/2025

   
  Complaint: 23502737
  
  I am rejecting this response because: there is nothing disrespectful in my email to you. All I said was when you send a link you should make sure it works. That was all my email said. No other words. No follow up nothing. No further emails until I attempted to make a purchase in March. No swearing or demeaning words. If you find that disrespectful, then this is a you problem not a me problem. I no longer have any interest in your product or using the points I earned with my purchases. I can clearly see you for who you are now. This will be my last response so don't bother responding because I won't see it but anyone searching you on this site will.  

   

  
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:06/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On about 05/15/2025 I purchased a diamond art club kit from ******* fabric store! The store has since closed permanently so I can't return it! I talked to a company *** for diamond art club and she told me the best they can do is a $10 gift card, this is a ***** kit! The problem with the kit is they started putting pink lines on the corrugated part of the film that lays over the painting. The *** told me that the company was putting the film on backwards which caused the pink lines to bleed onto the canvass. When the picture is complete you will see the bright pink lines as you can see in the pic I sent! All I want is a ***lacement canvas

  

  Business Response

  Date: 06/03/2025

  Hi *******,

  We understand your frustration and want to clarify our warranty.
  
  When you bought your kit, **-*** Fabric was no longer an authorized Diamond Art Club retailer because it had filed for bankruptcy. **-*** hasnt paid us for the inventory you received and has refused to return it, so those units arent eligible for warranty replacement.
  
  Our Lifetime Warranty applies only to kits bought from our website or an active authorized partner and registered within 30 days using a valid receipt (full details here: ******************************************************************).
  
  Since this purchase doesnt meet those terms, we cant replace the canvas under warranty. The $10 goodwill credit we previously offered is still available if youd like to use it.
  
  Thank you for your understanding.
  
  Diamond Art Club

• Initial Complaint

  Date:05/26/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint on Diamond Art Club (DAC) and their affiliated ******** member page. I have been an active costumer since 2023 and have purchased over $1K worth of diamond art kits from them. I was a very active member on the ******** page. I would regularly buy, sell, and trade kits on hobby pages. The reselling of kits is not prohibited or discouraged by any of DAC's conditions or terms of use that I could find.Last week I attempted to check the *** ******** page and discovered I was blocked from viewing it. I logged into the main store page and found that I was unable to redeem my $25 in store loyalty rewards. I attempted to make a purchase but the purchase was immediately canceled and refunded. I am blocked from interacting with ****I sent several messages to the customer support email, but have not received any response. Based on research I have conducted within the *** community and from Reddit posts, *** regularly ghosts any customer they have blocked. *** have refused to provide any reason for their actions.Others in the community have speculated that I was blocked due to the amount I was reselling and because I set up my own ******** group for kit trading. selling and buying. However, several people have set up similar groups and have not been blocked.This is very stressful to me. I really value my inclusion in the diamond art hobby and in the related community. I diamond paint nearly everyday and many of my daily social interactions are within the diamond painting community. It is true that I have made many resales, often at prices lower than market value, but I didn't make these sales to undercut anybody. I often get overexcited when shopping for my favorite hobby and have ended up over buying diamond art kits. It's put a strain on my finances and I have to resale many of my kits in order to make ends meet.I would like an explanation for DAC's actions and I want to be unblocked. I haven't done anything to violate ***'s rules.

  

  Business Response

  Date: 05/27/2025

  Hi ********,

  Weve reviewed your BBB complaint. Filing a claim while simultaneously advertising Diamond Art Club kits in ******** destash groups, collecting payments from fellow hobbyists, and then failing to ship those orders is, frankly, boldbut the facts are clear.
  
  Using multiple DAC accounts, you bought highly sought after kits and immediately relisted them in peer-to-peer resale groups. Screenshots, payment receipts, and chat logs show that several customers sent you money for those second-hand sales and never received their merchandise. That pattern of ghost-shipping violates our Terms of Use and consumer-fraud laws.
  
  Diamond Art Club typically stays out of secondary-market activity, but when community members are defrauded, we step in decisively. Your store account and group access were closed, and all evidence was forwarded to the appropriate authorities.
  
  Because of this documented misconduct and fraud, your BBB claim has no merit and your DAC privileges remain permanently revoked.
  
  -Diamond Art Club

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23379329
  
  I am rejecting this response because:

  These allegations have caught me by surprise as they are entirely false. To address **** claims, I do advertise DAC kits for resale on ******** across multiple hobbyist groups (a common practice among DAC hobbyists), but everything in DACs response after this is false. I sell all of my kits under my main ******** profile ******** ******* and have never sold, or advertised for sale, a kit under any other name. Every hobbyist that I have ever collected payment from has either received their ordered kit or received a refund if for some reason they could not go through with the sale. I can provide exhaustive ****** and shipping records showing that in nearly 100 sales I have NEVER retained payment without sending out the ordered kit and that my buyers have NEVER failed to receive the kits they paid for. I have tracking for all of my sales showing delivery as well as messages from customers confirming delivery.

  I cannot speculate as to where DAC got their screenshots,payment receipts, and chat logs but *** has been lied to. I have the evidence to prove my reliability as a peer-to-peer reseller and am more than happy to share this evidence. I would like to see **** alleged evidence, because I can show that whoever has told *** these falsehoods never ordered anything from me and I never accepted payment from them.

  
  In cases where a potential buyer began negotiations with me for a sale but then negotiations ended because either I had already sold the item or the person wasnt willing to pay the requested price, I simply informed them of that matter and ceased communications. I have NEVER promised to ship a kit without actually shipping it.

  
  Furthermore, I have NEVER immediately relisted a kit that I had purchased. As I explained in my initial BBB complaint, I purchase kits that I would like to complete myself. If I am reselling a kit,than it is one that has sat on a shelf in my basement several weeks to months. I sell them because I buy too many kits and it puts stress on my finances. The issue has gotten to the point where my husband goes through my collection every couple of months and encourages me to sell anywhere from 30%-50% of my collection in order to recoup our losses as he says.

  
  I am especially worried by **** accusations of fraud and their threat that they have forwarded these falsehoods to the authorities.I would like to know which authorities these are. I take these accusations of fraud very serious as they are both injurious to my reputation and, by **** own admission, potential fodder for malicious and unjustified prosecution by these misled authorities. I intend to reach out to these authorities and to share my evidence with them.
  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 05/29/2025

  ********,
  
  We stand by our previous response in full. We have nothing further to add and will not engage in any additional correspondence on this matter.
  
  Diamond Art Club
  

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23379329
  
  I am rejecting this response because:

  I have submitted ample evidence refuting DACs claims and showing that I am a reliable seller. *** has provided no evidence to support their false allegations. They refuse to engage on this matter in good faith. They are determined to punish me for no describable reason.They have even gone so far as to accuse me of criminal acts (fraud)and they claim to have involved government authorities. However, when pressed, *** has refused to even say which authorities are now supposedly investigating me. This is because *** knows that any competent authority would look at the evidence I have provided and would see that I am in the right.
  
  *** still has not revealed who fabricated these lies against me, but I can only surmise that it is an individual with some kind of vendetta against me and that *** has decided to play favorites in the matter, ruling against me on baseless claims. *** however clearly has no interest in the accuracy, or lack there-of, of the allegations they have entertained.
  
  DACs behavior shows an extreme lack of professionalism. This is not how a reputable business conducts itself.
  
  Sincerely,
  
  ******** *******

  Customer Answer

  Date: 06/03/2025

  Hello,

  I just wanted to know whether you all at BBB were actively following along with this dispute. The Diamond Art Club (DAC) has made clear that they have no regard for fact and are not willing to engage with me in good faith. At what point in this process would BBB take an action like downgrading DAC's rating?

  Thanks!

• Initial Complaint

  Date:05/23/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  May 7, 2025 I placed an order on the website app, paid for the order, and within 30 seconds my order was cancelled. I believe this happened because I complained to customer service about a reward earned which would have required a separate order and I would have paid shipping ( which I thought was unfair) because they would not allow this on a order I was placing already. The reason is I was getting 10% off the order and they said I cant combine the two. My issue was the reward was worth $21 and the shipping would have cost $10 When the order was cancelled I emailed customer support 7 times with no response. I then had my husband try to order and within 30 seconds they cancelled the order. I do not believe any company should ban customers from purchasing their products because of a dispute but apparently Diamond Art Club has this policy without telling the customer this policy.

  

  Business Response

  Date: 05/24/2025

  Dear *****,

  Weve reviewed your order history and the messages exchanged with our support team. Diamond Art Clubs Terms of Service (available on our website) state that we may refuse service to anyone who is abusive to staff or otherwise violates our policies. Because your communications with our representatives were found to be rude and in breach of those terms, your account has been permanently closed and will not be reinstated.

  Thank you for understanding.

  Diamond Art Club Customer Care

• Initial Complaint

  Date:03/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order #********* purchased on January 8 2025 for $59.50. Ive made several attempts to get a resolution to this issue including email, instagram, ******** and ******* comments. Ive been very respectful and only interested in a resolution, Ive reached out to every platform possible and not a single response to resolve my issue. I received a few responses being told their lifetime warranty doesnt apply to me and that was last I heard from them. I was sent the diamond painting where the gemstone colors were incorrectly labeled on the canvas therefore wrong colors were used throughout and I was simply told to pluck each stone off and start over I sent photos with the incorrect labeling, the symbols on the key did not match the symbols on the canvas so I was left to guess which went where. Once I realized I was sent a faulty canvas I only wanted to return this one and be sent a canvas with correct labeling. No response for months at this point. At this point Im not interested in any of their products and would like a full refund. Thank you!

  

  Business Response

  Date: 03/24/2025

  Hello Ms. ****************** appreciate your feedback and the opportunity to address your concerns. Our records confirm that upon first contact, we promptly shipped you free replacement diamonds. Later, you informed us that your canvas symbols were incorrect. However, after re-checking our artwork files, along with the fact that Rosea has hundreds of copies sold (all printed with identical charts) and 59 five-star reviews without any similar complaints, we see no evidence of an error in the kit itself. Based on the photos you shared, it appears the diamonds were placed on the wrong symbol rather than any misprint on the canvas.
  
  To support you in completing your painting, we offered advice on removing and replacing misplaced diamonds and volunteered to send additional colors if needed. Unfortunately, you chose to decline and requested a refund after having partially completed the piece. As per our return policy, we cant accept a used kitespecially when our records show that the issue arises from how the diamonds were placed rather than a problem with the canvas.
  
  We understand your frustration and apologize for any inconvenience. If you would like to finish your piece, please let us know, and we will be happy to provide any further assistance.
  
  Thank you,
  Diamond Art Club Customer Support

  Customer Answer

  Date: 03/26/2025

  Attacked about shows what is on the canvas the symbol is supposed to be # however it is only two vertical lines along with another symbol being two vertical lines therefore the wrong colors were used throughout the canvas due to incorrect symbols being put on the canvas 

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23106023
  
  Attacked about shows what is on the canvas the symbol is supposed to be # however it is only two vertical lines along with another symbol being two vertical lines therefore the wrong colors were used throughout the canvas due to incorrect symbols being put on the canvas
  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 03/27/2025

  Dear ********,
  
  Thank you for sharing your experience with us. We are truly sorry for the frustration this situation has caused.
  
  Upon reviewing your case, it appears the issue arose due to diamonds being placed incorrectly as a result of misinterpreting the symbols on the canvas. While we understand how disappointing this can be, our policy only permits returns for unopened items.
  
  Our Lifetime Warranty covers replacement diamonds and assistance with assembly issues, which we have already honored by providing additional diamonds for your kit. Unfortunately, we are unable to offer a replacement canvas or a refund for an item that has been opened and partially completed.
  
  Typically, in situations like this, we would offer you a 50% discount on the same canvas as a gesture of goodwill. However, this particular kit has been discontinued, so we are unable to provide that option.
  
  We genuinely regret that this situation has not met your expectations, and we are sorry we could not provide the resolution you were hoping for. If there's anything else we can assist you with, please feel free to reach out.
  
  Sincerely,
  Diamond Art Club Support Team

  Customer Answer

  Date: 04/01/2025

  This issue did not arise out of misunderstanding the symbols. The symbol on the canvas and the symbol on the diamonds were incorrectly printed. They did not match. There was not a misreading, it was incorrectly printed. 
  

  thank you so much!

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23106023
  
  

  This issue did not arise out of misunderstanding the symbols. The symbol on the canvas and the symbol on the diamonds were incorrectly printed. They did not match. There was not a misreading, it was incorrectly printed. 
  

  thank you so much!

  
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:03/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They do diamond art, and have a warranty where they replace up to 8 missing gems before you have to pay. Well my one kit was missing 5 colors. The first 4 redeeming them was fine, and then we get the the five and they said id have to pay. I ask why and if my warranty doesn't mean anything and they stopped replying to me. I've tried multiple ways to contact them but they block me and refuse to make it right or honor the warranty.

  

  Business Response

  Date: 03/16/2025

  Dear ******,
  
  We are writing to address your recent BBB complaint.
  
  To clarify, we honored two separate claims for missing diamonds on your "Cursed" kitboth provided at no cost. During your second claim, we clearly communicated that it would be the final complimentary replacement and advised waiting until you were closer to completing the kit to avoid multiple shipments. You chose to proceed immediately.
  
  Subsequently, when you submitted a third claim, we informed you that, as per our lifetime warranty policy, any additional replacements would incur a nominal fee of $0.75 per bag. This approach is consistent with our policy, designed to ensure fairness and sustainability. It's also worth noting that while a single replacement claim is rare, issuing two for the same kit is even more uncommon. A third claim is exceptionally rare, which is why the fee applies.
  
  An invoice has already been sent to you. Should you wish to complete your project, youre welcome to pay the invoice, and we will promptly ship the additional diamonds.
  
  We will not be offering any further complimentary replacements for this kit.
  
  Sincerely,

  The DAC Support Team

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23070351
  
  I am rejecting this response because: The warranty covers up to 8 missing gems. They refuse to explain why I'm only allowed 3 colors when their warranty clearly states up too 8 colors. These gems were missing from the company and they're refusing to cover their mistake. Per their warranty I'm covered for up to 8 colors and I need the colors they promise. 

  Also, since sending in the bbb report they sent me the email asking me if I have reading comprehension issues, which is extremely unprofessional after ignoring me for months. 

  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 03/31/2025

  Dear Ms. ***************** appreciate the opportunity to clarify this situation once again, though we have already addressed it multiple times. We replaced missing diamond colors from the same Cursed kit twice at no cost. When Ms. ******* submitted her second claim, we explicitly offered her the option to wait until she was nearly finished with the kit to identify any further missing diamonds before shipping. Instead, she chose to proceed immediately. We fulfilled that request and made it clear this would be the final complimentary replacement for that kit.
  
  Our Lifetime Warranty certainly covers genuine, one-time product defects. However, it also states that repeated or unusual claims for the same kit may incur a nominal fee. This was communicated in writing before the second free replacement shipped. When Ms. ******* placed a third claim for missing diamonds, we sent an invoice at a nominal rate of $0.75 per bag. She declined to pay and continued to demand additional free replacements. Our policy is publicly posted and was shared with her directly, and we have done everything possible to accommodate her concerns. While we remain willing to provide the necessary diamonds upon receipt of payment, we cannot supply an unlimited number of free replacements for the same project.
  
  We trust this clarifies our position, and we will now be closing this case from our end as there is nothing further we can do.
  
  Sincerely,
  Diamond Art Club Support

• Initial Complaint

  Date:02/19/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried to contact *** several times through email. They deleted my account and deleted me out of their *************** I had to take screenshots of some of my reviews to prove their lifetime guarantee. I don't open my paintings until I start them. Therefore I don't know if they're missing diamonds or if I run short

  

  Business Response

  Date: 03/03/2025

  Dear *****,
  
  Thank you for reaching out. We understand your concerns and appreciate the opportunity to clarify.
  
  Your account was removed due to violations of our social media community guidelines, which are in place to ensure a positive and respectful environment for all members. However, please rest assured that this does not impact your Lifetime Warranty in any way.
  
  If you believe you are missing diamonds or need assistance with a warranty claim, you are still fully covered. You can initiate a claim by following the steps outlined on our Lifetime Warranty page: **************************************************************. Our team is happy to assist you with any warranty-related concerns.
  
  If you have any additional questions or need further clarification, please dont hesitate to reach out via email at *********************************** Were happy to help in any way we can.
  
  Best regards,
  The Diamond Art club team

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22961974
  
  I am rejecting this response because: I never violated your rules. I was hardly in the group chatting. As I asked in previous emails what did I do? And as I said how could I have violated rules? Just give me one example 
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 03/03/2025

  I forgot to mention since they deleted my account it doesn't show the purchase number 

  

  Business Response

  Date: 03/03/2025

  Dear *****,
  
  We appreciate your follow-up. However, we do not discuss specific account moderation actions in a public forum.
  
  If you have any product-related concerns, we are happy to assist. We also wanted to note that we recently received your email inquiring about how to submit a warranty claim and have responded with the necessary information.
  
  Best regards,
  The Diamond ******* team

  Customer Answer

  Date: 03/03/2025

  Can you please send me a link to their original response to me 

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22961974
  
  I forgot to mention since they deleted my account it doesn't show the purchase number
  
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 03/03/2025

  I would like the link to their first response (original) this was their response to the rebuttal. The first one said they are going to honor the lifetime warranty and missing drills 

  Customer Answer

  Date: 03/03/2025

  ******** is the original complaint and I can't find their first response to that 

• Initial Complaint

  Date:01/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This seller is not adequately responding in remedying a rather simple solution to a problem. A piece is missing from a product they sell, and they claim despite evidence and proof, that it isn't. This renders the kit UNUSEABLE. A request was made to simply ship the tiny missing piece, yet there is silence on the other end, and they never responded to the request that the item be returned for a full refund.

  

  Business Response

  Date: 02/03/2025

  Dear Ms. ************************ you for bringing this to our attention. We have reviewed your order details and confirm that the kit you received is complete based on our updated design specifications and the product listing on our website. Our Twist & Pick Applicator features an integrated metal single-placer tip, so there is no separate piece to include.
  
  If youre unsatisfied for any reason, youre welcome to return the kitused or unusedand well gladly issue a full refund once it arrives. Please let us know if you need any further assistance.
  
  Sincerely,
  Diamond Art Club Support Team

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22857167
  
  I am rejecting this response because: I am not going to ship something back at my expense for something thatt was discovered TO BE MISSING from the kit...The description from the website clearly states "multi PLACERS, emphasis on the plural! ...the kit describes in it's enclosed tool kit....that it SHOULD ncluded A SINGLE placer AND a multiplacer- if you can't correctly label package contents, whose fault is that?Regardless of the misleading product description between what is noted on a dynamic website and the item received...it should NOT be up to the customer to fix it...The company should pay for return shipping, used or unused...or JUST SEND the single placer as requested ON MULTIPLE occasions. STOP acting as if this is something trivial THIS was an expensive gift, which the company has clearly MISREPRESENTED in it's content descriptions...I WILL NEVER be doing business with this company again, and I will make sure ALL working and other collegues avoid this company as well.
  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 02/03/2025

  Dear Ms. ************************ you for following up on this matter. As weve previously clarified, your kit includes all components necessary for its intended use, including the Twist & Pick Applicator (which integrates the single-placer tip) and the multiplacers. Since there is no separate single-placer tip advertisedor neededwe have no additional items to send.
  
  We regret that you remain dissatisfied, but there is nothing missing from the kit for us to replace. Should you decide that you no longer wish to keep it, we invite you to return the product for a full refund. Beyond that, we have no further resolution to offer.
  
  Sincerely,
  Diamond Art Club Support Team

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22857167
  
  I am rejecting this response because:

  Can't fix bad business practices. This business apparently thinks that jeopardizing a customer base is the thing to do. That's alright...their choice. I have already filed a complaint and claim with my bank and am receiving a refund.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:01/10/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Someone stole my package so I reached out to the company with no responses. I filed a ****** claim and was then blacklisted form the ******** group as well as I can no longer order from the website. This is disgusting behavior from a business. I had paid for the paintings and they have the money so it should be no issue

  

  Business Response

  Date: 01/10/2025

  Dear Mrs. *********************** you for reaching out and sharing your concerns.
  
  The package in question was successfully delivered to your address, as confirmed by the carrier. They provided a photo of the delivery showing the package in front of your house, which matches the property visible on ****** Street View at the address you provided. We also responded to your original inquiry at the time, explaining this in detail.
  
  Following the delivery, you initiated a dispute with ****** and attempted to reverse the payment for the order. While ****** ultimately sided with us and honored the payment on January 10th, 2024, this action is a violation of our Terms of Service, which clearly state that chargebacks for successfully delivered products are not permitted. As a result, your account was terminated and will not be reinstated.
  
  Additionally, weve noticed that youve been attempting to place orders using different email addresses today. As previously mentioned, your account is terminated, and all orders will be automatically canceled and refunded. Refunds may take a few business days to process. We kindly request that you refrain from placing further orders, as they will not be fulfilled.
  
  Sincerely,
  The Diamond Art Club Team

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22793906
  
  I am rejecting this response because: I had initiated the ****** claim based on the fact that my package was stolen. I had assumed using ****** that would be a covered issue I didnt realize the outcome it would have. Is there any way we can rectify the situation so that my account can be reinstated and I can order again? The orders you have cancelled have not been refunded and it has been several business days. Please refund these orders as you are clearly not sending the items. How do we proceed from here as I feel I have done nothing wrong. 
  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 01/14/2025

  Dear Mrs. ******************** understand how frustrating this situation must be. The carrier confirmed delivery of your package and provided a photo showing it at your address. Unfortunately, we have no way to verify if a package was stolen after delivery.
  
  We have a specific claims process for such instances to help resolve issues like this. However, by attempting to reverse the payment instead of following the process, it limited our ability to assist. Additionally, this violated our Terms of Service, which prohibit chargebacks for delivered items. As a result, your account has been permanently closed, and we cannot reinstate it.
  
  Refunds for your canceled orders were issued and should process within 57 business days. If you do not see the funds by then, we recommend checking with your payment provider.
  
  Weve acted in line with our policies and cannot assist further.
  
  Sincerely,
  The Diamond Art Club Team

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22793906
  
  I am rejecting this response because:

  I did not see this clearly stated on the website. So there is no way to reinstate an account and be able to purchase again? I do sincerely apologize as it was just a mistake on my part and I truly did not mean to violate any policies. This order is only showing partially refunded and I do not know why- order 121688524 can you please fix this and refund the appropriate amount of $276. I do not understand why this is partial as Im not receiving any items. 
  
  Sincerely,
  
  ***** *********

  Customer Answer

  Date: 01/14/2025

  They charged me $276, and cancelled my order. They only refunded me $191.73 and this doesnt make sense as I will not be getting any product 

  Customer Answer

  Date: 01/14/2025

  They charged me $276, and cancelled my order. They only refunded me $191.73 and this doesnt make sense as I will not be getting any product 

  Customer Answer

  Date: 01/14/2025

  They charged me $276, and cancelled my order. They only refunded me $191.73 and this doesnt make sense as I will not be getting any product 

• Initial Complaint

  Date:01/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on Dec 23rd and paid for 3-day shipping, which was $20, to have the item as an activity over the holiday break. Prior to purchasing, I confirmed the processing times, which stated orders are fulfilled within 24hrs, but sometimes take up to 4 days due to delays. Including holidays, that would ensure the item was delivered to me, latest, Dec 31st. However, the merchant did not ship the item until Dec 30th and therefore it did not arrive until January 2nd and I was not able to complete the activity over the holiday as planned. Now, have no use for it. I contacted the merchant in an attempt to be amicable, requested a discount in the hopes I would find a use for the item. They refunded me $10 of my $20 shipping cost only. They became rude (despite all my emails being polite) and informed me they would take no responsibility and lied about the processing and shipping date, claiming that *** "forgot" to scan the package upon pick up and claimed they actually shipped it on December 27th, and therefore I should contact the carrier for the delay. As proof of this, they sent a screenshot of their internal system, which is of course in their control and able to be manipulated by them. After a number of emails, I requested to return the item for a refund, but they informed me they would not pay for the return shipping, despite the delay being their fault. I declined to pay more to ship the item back to them. When I noted that I would have to dispute the charge with my credit card provider and file a BBB complaint, they informed me they would no longer service my account, as they have done unfairly to all others who have filed complaints. Now, I have opened the item to find missing / broken pieces and I'm not even able to utilize their warranty as they have banned me. They bully anyone who questions them and, based on this page, constantly ignore their warranty. I am hopeful to find a resolution with the BBB so I do not have to resort to disputing the charge.

  

  Business Response

  Date: 01/07/2025

  Dear Better Business Bureau team,
  
  We appreciate the opportunity to address this complaint. The order in question was placed on December 23rd and shipped on December 27th, which falls within our stated processing window of 14 business days, excluding weekends and holidays. These timelines are clearly outlined on our website, and we provided evidence confirming that the order was handed to the carrier on time. Any delays caused by the carrier, such as missed scans or late updates to tracking, are entirely outside of Diamond Art Clubs control. The customers claim that the order was not processed until December 30th is inaccurate and disregards the explanation and proof we provided.
  
  As a courtesy, we refunded the expedited shipping fee, despite the delay being attributable to the carrier, not Diamond Art Club. We also offered the customer the option to return the item for a full refund, provided it was in its original, unopened condition. Our policies, which were agreed to at the time of purchase, clearly state that customers are responsible for return shipping costs. These policies are standard within the industry. The customer refused this resolution and instead demanded a prepaid return label, which is not something we offer under any circumstances. 
  
  In subsequent communications, the customer threatened to dispute the charge with their credit card company if their demands were not met. It is important to note that initiating a chargeback in bad faith after receiving a product is against the terms of service agreed upon at the time of purchase. Furthermore, such actions can have significant repercussions for small businesses. Given the customers escalating demands and threats, we made the decision to close their account. This decision was not taken lightly but was necessary to protect our business and ensure fairness to all customers who comply with our terms.
  
  Additionally, the customer claimed in their ******************** complaint that the item they received was damaged and missing pieces. This is the first mention of such an issue and was not raised in any prior communication. This inconsistency raises concerns about the credibility of the claim, especially given that the customer had already opened the item and declined to return it under our stated terms.
  
  Diamond Art Club has acted in good faith throughout this process. We processed and shipped the order on time, refunded the expedited shipping fee as a courtesy, and provided the customer with multiple opportunities to resolve the matter within the framework of our policies. Unfortunately, the customer refused these options and instead escalated the situation with baseless accusations and unfounded threats. Given these circumstances, we consider this matter resolved and respectfully request that the complaint be closed.
  
  Sincerely,
  Diamond Art Club

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22775607
  
  I am rejecting this response because:

  Providing proof that can be manipulated by the vendor is not proof. They are more than welcome to provide proof, from **** that the item was shipped on time, but have not done so. I would have been more than happy to return the item, however as stated in my complaint, I am not going to pay more to send back an item that I do not need in the hopes that the vendor honors my return, which they have a reputation for being unwilling to do. I have also reviewed other BBB complaints and note that they have, in fact, provided prepaid return labels to other customers. 

  The comment regarding a dispute with my credit card provider is not a threat, it is simply a statement that I am being left no other options should a resolution here not be met. It is also not in bad faith, as I attempted to work with the vendor to return the product. 

  The merchant is correct that this is the first mention of broken and missing pieces, as I was informed my account would not be serviced and therefore ceased attempts to correspond with their customer service via email. There is no inconsistency, I was simply taking the customer service department's word at face value. As noted, I had no intention of shipping the item back without a prepaid return label and instead, opened the item in hopes that I could still find use for it. When I opened it, I became aware that I could not use the kit even if I desired. 

  The vendor also has a history of doxing employees, prohibiting free speech in their reviews, and bullying customers. I posted a review on their Instagram and it was promptly deleted and I was blocked. A further search on ****** finds that countless other customers have had similar experiences. This is also apparent with a review of their BBB complaints, only 2 of which have ever reached resolution. In all cases, *** has attempted to hide behind its "Terms of Service". I strongly recommend that the BBB investigate the company's history of censoring true customer feedback and reflect the results in the company's BBB rating, or gather a number of former customers to share their feedback with the media. 

  Finally, I reject the comment that "such actions can have significant repercussions for small businesses". The actions are a direct result of the quality of product and treatment of customers and I find it insulting to other small businesses for *** to claim that they are a victim of the woes of small business ownership, as opposed to their own actions. 

   

  

  Business Response

  Date: 01/07/2025

  Dear Better Business Bureau team,

  We appreciate the opportunity to clarify our position further.
  
  The customers claim that our internal records are manipulated is completely unfounded and inappropriate. As previously explained, the order was processed and shipped on December 27th, within our stated 14 business day timeframe, excluding weekends and holidays. The customers reliance on *** tracking alone disregards the fact that missed scans are not uncommon during high-volume periods, such as the holiday season. Regardless, we went above and beyond by refunding the expedited shipping fee as a courtesy, despite the delay being caused by the carrier and outside of our control.
  
  Regarding return policies, our terms and conditionswhich the customer agreed to upon purchaseclearly state that return shipping costs are the responsibility of the customer, and opened items cannot be returned. These policies are industry standard and were reiterated multiple times in our correspondence. The customer admits in their response to opening the item, despite knowing it would render the item non-returnable. Additionally, the claim of broken or missing pieces was introduced only after the account closure and was not mentioned in prior communications. This inconsistency raises doubts about the accuracy of this claim.
  
  The customer has accused us of providing prepaid return labels to other customers. To clarify, we do provide prepaid return labels in cases of verified manufacturer defects or company errors, but this scenario does not fall under either category. Our policies are applied consistently and fairly across all customers, and no special exceptions are made outside of these parameters.
  
  Furthermore, the allegation that we dox employees and bully customers is both unsubstantiated and defamatory. Blocking a customer on social media for inappropriate or inflammatory behavior is a standard practice and unrelated to the resolution of this complaint.
  
  Lastly, the customers assertion that their threat of a credit card dispute was not in bad faith contradicts the reality of the situation. Filing a chargeback after receiving a product and being offered a resolution consistent with agreed-upon terms is an abuse of that system. Such actions are against the terms of service and have broader implications for businesses.
  
  To summarize, Diamond Art Club has acted in good faith throughout this process by processing and shipping the order within the expected timeframe, refunding the expedited shipping fee as a courtesy, and providing clear return instructions. The customers refusal to follow these instructions, introduction of inconsistent claims, and escalation through threats and false accusations left us no choice but to close their account to protect the integrity of our business.
  
  At this point, we have nothing further to add and respectfully request that the complaint be closed. We consider the matter resolved and believe the customers actions are not aligned with a genuine desire for resolution.
  
  Sincerely,
  Diamond Art Club

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22775607
  
  I am rejecting this response because:

  *** does not "forget" to scan packages and if that were the case, the merchant should have no issues reaching out to *** to confirm the pick up date, however they have repeatedly declined to do so. The business has only gone "above and beyond" in their responses on their BBB complaints, but in no way has done so in any situations regarding customer service. 

  The merchant has completely ignored my commentary on the response regarding the broken and missing pieces, and has every opportunity to remedy the situation, yet are refusing to do so, another example of their failure to uphold their warranty program. 

  As for the return labels, I do agree that the merchant provides return labels in the event of company error, under which this situation clearly falls. The merchant has had ample opportunity to provide support to the contrary.

  The claims of doxing and bullying are not unsubstantiated, I provided multiple sources as proof, and they are certainly relevant to my request that the BBB further investigate the businesses behavior. Posting a negative review of the company is in no way inappropriate or inflammatory, it is simply providing an opinion that may be on value to other consumers. Curiously, all others who have posted a negative review have been blocked and the comments deleted. Given this behavior, I would encourage the BBB to conduct an investigation as to whether or not they are also engaging in false advertising by censoring negative reviews on their website to inflate customer perception of their product. 

  As for the charge back, DAC is the one who is acting in poor faith and I have gone above and beyond (through multiple communications with the merchant and through this very complaint) to find a resolution that does not include a credit card dispute. The only one here who abuses any systems is, unfortunately, DAC. 

  As DAC has indicated they will no longer respond, I request the BBB follow up with any further proposed action so that I may determine if I need to file a dispute with my credit card provider.

  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 01/08/2025

  I would like to add that I've also filed a report with the *** as the company is suppressing negative reviews on both their social media channels and their website.  

  Customer Answer

  Date: 01/09/2025

  Hi BBB Team,

   

  Thank you for facilitating the communication with the vendor. I would like to add that I have reported the vendor to the *** as well, but they are in violation of federal law for removing negative reviews from their website. Is it possible for the BBB to correspond with the *** on the investigation? I am confident I can identify others with the same experience who would be willing to join with their feedback. 

  Customer Answer

  Date: 01/09/2025

  Understood thank you. Is it possible for the BBB to review ***'s rating? They have an A+ rating despite only having resolved 2 complaints of over 35.