ComplaintsforAdiamor

• Initial Complaint

  06/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed an order on June 3, 2024 for a diamond for our 10 year anniversary June 18. Order Number: ******. Weeks went by and the order was not being processed. I called customer service on multiple occasions and eventually **** explained that they were having issues with their providers and Im order to rectify the situation he was going to send another Diamond overnight. Today I was notified by ***** that they didnt know when I was going to receive the Diamond. I contacted customer service and was told that they deal with these situations all the time and that I should be receiving the Diamond by the end of the day. I insisted and eventually was told that in fact the Diamond was delayed and I was given the wrong information. Spoke with a supervisor and was told that it was out of their hands.

  Business response

  06/30/2024

  Dear ****,
  
  We sincerely regret the delay in delivering your diamond. With over 20 years of experience and a commitment to exceptional service, we understand the critical importance of on-time deliveries, especially for valuable items. We've learned a great deal from past experiences, but this situation clearly demonstrates there's room for improvement.

  **** worked hard to find a solution and shipped the diamond overnight. Unfortunately, ***** encountered an issue that prevented delivery on June 18th, and instead delivered it on the 19th.  *********** is generally the most reliable option for valuable items like yours, occasional delays can occur due to mechanical problems or weather. We understand how frustrating this must be, and we wish we could have prevented it.
  
  We value your business and appreciate your feedback. We are committed to finding ways to improve how we handle these situations in the future.
  
  Sincerely,

  *************************
  Owner

  Customer response

  07/15/2024

  Thank you for your detailed and considerate explanation regarding the delay in delivering my diamond. I appreciate the efforts **** put in to expedite the shipping and the challenges encountered with *****.
  While I understand that occasional delays can happen, this situation has been quite inconvenient given the significance of the item and the importance of timely delivery. I value the dedication to exceptional service and the commitment to improvement that your company stands for.
  Given the circumstances, I would like to request a discount or something as a gesture of goodwill. This would go a long way in maintaining my trust and confidence in your company for future purchases. I look forward to your positive response and continued commitment to excellent customer service.
  Thank you for your understanding.
  

  
  

  Business response

  07/24/2024

  I called **** and I agreed to give me a discount towards a future purchase because of  the inconvenience he experienced with timely delivery of his purchase.

  *************************

   

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