Diamondart Reviews 680

Reply from Diamondart

Mar 20, 2026

Dear Sharron Forsyth,

Thank you for sharing your honest feedback, and I am truly sorry to hear that your experience with DiamondArt has been so disappointing. I completely understand your frustration—receiving poor quality items, incomplete tools, and damaged packaging is not the experience any customer should have, especially when you were looking forward to starting a creative project. Please accept my sincere apologies.

Regarding the points you raised:

Company location: I want to clarify that DiamondArt is a registered UK business with UK-based customer support. Like many companies, we work with international production partners to offer our products at accessible prices. However, I understand that this was not clearly communicated, and we apologise for any confusion this may have caused.

Packaging and multiple canvases: You mentioned that three canvases were squashed into one box. Please be assured that our standard practice is to send each order in its own packaging. However, if multiple canvases were ordered together, they would be shipped in the same box. The fact that two of your canvases arrived squashed is unacceptable, and we will be reviewing our packing process to ensure better protection for our products during transit.

Incomplete tools and missing wax: It is not acceptable that your kit arrived with incomplete tools and no wax. These items are essential for enjoying your diamond painting project, and we apologise for this oversight. We will investigate how this happened with our packing team.

We would like to understand more about what happened with your order and address your concerns properly. Please contact our support team directly at support@diamondart.uk with your order number. Once we receive your details, we will review your case and ensure your concerns are addressed.

Your feedback is invaluable in helping us improve, and we are grateful for you bringing this to our attention. We hope to have the opportunity to restore your trust in the future.

Kind regards,
The DiamondArt Team

Reply from Diamondart

Mar 20, 2026

Dear Kathy Milligan,

Thank you for taking the time to share your detailed feedback, and I am truly heartbroken to read about your experience. What you describe—being misled about our company location, waiting so long, and then receiving poor quality items with useless tools, damaged packaging, and wooden pieces instead of proper frames—is completely unacceptable. I apologise sincerely on behalf of DiamondArt for every single failure you've encountered.

You are right to be outraged. This was meant to be a beautiful gift, and instead you received cheap materials, a bashed box, and an insulting £3 refund offer when you asked for your money back. That is not how we should treat any customer.

Regarding our company location:
I want to be transparent: DiamondArt is a registered UK business with UK-based customer support. Like many companies, we work with international production partners to offer our products at accessible prices. However, we understand that this was not clearly communicated to you, and we sincerely apologise for the confusion and frustration this has caused.

Regarding the frames and product quality:
You paid extra for frames and received pieces of wood. While our frames are designed to be assembled (as is common with many art kits), we understand that this was not what you expected, and we should have made this clearer. The quality issues with the canvases and tools are also unacceptable, and we will be reviewing these with our production team.

We would like to resolve this immediately.
Regardless of the PayPal dispute, we want to make this right directly. Please email our support team at support@diamondart.uk with your order number. As soon as we receive your details, we will prioritise your case and process a full refund—not £3, but the entire amount you paid—without delay.

Your feedback is invaluable in helping us improve our quality control, packaging, and customer service. We are truly sorry for the stress and disappointment this has caused, and we hope you will give us the opportunity to restore your trust.

Kind regards,
The DiamondArt Team

Reply from Diamondart

Feb 25, 2026

Dear James Smith,

Thank you for sharing your experience. I’m genuinely sorry to read that you haven’t received your order and, worse, that your emails have gone unanswered. That’s not the level of service we want to provide, and I completely understand your frustration.

First, regarding your order:
You placed it on 5th February, and I can see that it’s now been 20 days—well beyond our usual 7–14 day delivery window. You’re right to be disappointed, and I apologise for the lack of updates.

Second, regarding our silence:
We’ve had a backlog of enquiries recently, but that’s not an excuse for leaving you without a reply. I’m sorry we dropped the ball.

Please email me directly at support@diamondart.uk with your order number. As soon as I have it, I’ll personally look into what’s happened and arrange either a full refund or a replacement—whichever you prefer.

We can’t undo the waiting, but I hope we can still make this right.

Kind regards,
The DiamondArt Team

Reply from Diamondart

Feb 13, 2026

Dear Pink Milk,

Thank you for sharing your feedback. We're genuinely sorry to hear that you're feeling frustrated and disappointed with your experience so far—we completely understand how important it is to receive your order in a timely manner.

Our standard delivery timeframe is clearly stated on our website as 7–14 days to the UK. We know that waiting can feel longer than expected, especially when you're excited to start, and we sincerely appreciate your patience.

We take great pride in the quality of our diamond painting kits. Our canvases feature high-definition, wear-resistant printing with clear, easy-to-read symbols. Our drills are precision-cut, evenly sized, and packed in individually labelled resealable bags. Every kit includes premium tools such as an ergonomic pen, wax pad, and sorting tray. These are the standards that set us apart, and why thousands of happy customers choose us time and time again.

We would love the opportunity to check your order status personally. Please email us directly at support@diamondart.uk with your order number, and we will prioritise your enquiry, provide you with a clear update, and ensure you're taken care of.

Thank you again for your honesty. We're committed to earning back your trust.

Kind regards,
The DiamondArt Team