ComplaintsforFriendly Diamonds Inc.

• Initial Complaint

  10/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered lab-grown diamonds from Friendly Diamonds, and my experience has been extremely frustrating. *** lost the package, and when I asked the company to file a claim, they made me wait nearly a month, citing they were waiting for *** to investigate. Ultimately, *** denied the claim, or so I was told.Friendly Diamonds insisted I pay extra for a reshipment, which felt incredibly unfair since I never received my original order. However, when I contacted *** directly, I learned they had actually approved the claim. It became clear that Friendly Diamonds, despite receiving the claim money, chose to mislead me about the status, wanting to extract more money from me under the guise of assistance.

  

  Business response

  10/22/2024

  Hi,

  We would like to address your recent claims regarding the delivery of your product. According to our records, the item was successfully delivered to you. To ensure transparency and resolve any doubts, we proactively filed a claim with ***. Following a thorough investigation, *** confirmed that the product was indeed delivered according to their tracking records. Consequently, we did not receive any reimbursement from ***, as the product had already been delivered.

  
  Further investigation into this matter has revealed that similar claims have been made against other brands, raising concerns about the legitimacy of your claim. For your reference, you can review these instances:
  *********************************************************
  *************************************
  *************************************
  
  We take these issues very seriously, as they affect not only our business but also the trust of other customers who rely on honest and accurate reviews when making their purchases.
  Given the misleading nature of your review, we will have no choice but to take appropriate legal action to protect the integrity of our services.
  
  We always strive to provide excellent customer service and uphold the highest standards of transparency. We hope for a fair resolution to this matter.
  
  Best Regards,
  Team Friendly Diamonds

• Initial Complaint

  08/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company charged my credit card in full for a lab created diamond solitare I choose with a mounting then sent me an email telling me they had a complimentary upgrade for me on the stone. However even though the stone size was larger the adfitional caret weight was in the depth of the stone and the face up view only presented as 7% larger and the clarity was a step lower than the diamond I had purchased. I did tell them this info and said I didn't think I wanted the "upgrade" but to please send me a live photo of the actual diamond along with the one I already purchased for me to compare as that they sent me the cert but not an actual photo of the " upgrade" they were offering. Questions went back and forth through my email. Never did I say I wanted their supposed upgrade and to cancel the solitaire I already selected and was charged for. Then an email came in with the "upgrade" stone and it visibly had carbon pieces throughout the table og the stone which the one I purchased and was charged for did not because of the vs1 clarity shortly after I received another email stating my stone I selected and was charged for in full to my credit card was no longer available but I could take their "upgrade" vs2 *******************. So then my husband got on the phone to friendly and spoke with this *************** and argued where my purchased stone was and she just kept saying it wasn't available any longer and he said we selected and purchased it to get it back and she just kept saying she wasn't able to do that. Then my husband asked her to let me pick a stone of my choice comparable to the one they sold put from under me and she hesitantly said ok so I selected 2 stones that measurements were close to the one I methodically picked and was charged for with the same clarity the caret weights were larger but the diamond measurements were close to set up view. I got and email 2 days later saying I'd have to pay the additional cost or I could take their lower clarity "upgraded" stone.

  

  Business response

  08/26/2022

  Hello *******,
  
  We are truly disheartened that you chose to bring about this experience with quite a few missing factors. The diamond upgrade we offered for you at no extra cost was actually valued higher than your first stone. A miscommunication occurred during the exchange of many emails, which ultimately resulted in the loss of your original choice. For this, we are sincerely sorry.
  
  When your husband requested for the two of you to find another option, **************** informed him via phone call and email that the next steps would be discussed once you had decided on a replacement. You later reached out to let us know that you wanted to go with a **** carat, F color, VS1 clarity diamond. The cost of this one was much higher than the original amount you paid for a **** carat, G color, VS1 clarity diamond. Prices tend to rise dramatically as the carat weight and color grade increases.
  
  Despite our continued efforts to resolve the matter, you expressed that you would not be happy until we provided your requested diamond for over $1,100 lower than the listed price. Although your husband appeared to be satisfied when we offered to find another diamond with your specifications at a lower cost, you did not want to proceed this way. 
  
  In the end, a full refund was issued because your needs could not be accommodated. Nevertheless, we are deeply sorry for any miscommunication and we remain regretful for your disappointment. Rest assured your experience has not been overlooked, and our team will continue working hard to ensure every customer is happy.

   

  Thank you,

  Friendly Diamonds

  Customer response

  08/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved 

  That is an all out lie. We never agreed to your lower quality "upgrade" you used as a deterant thinking I would accept because the diamond I chose originally and was charged for you already didn't have. I have email after email that proves my side of this story. Ms ****** most certainly did tell my husband we could pick a diamond of my choice which although they were higher caret weights their measurements set up closely to the stone I paid for and you sold out from under us. Your company is shady and everyone should beware of your so called exceptional services. I do not accept your fabrication depiction of what you say transpired. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business response

  09/07/2022

  The words in our email read, As discussed with your husband, you can select another diamond and we will discuss our options from there. To the best of our knowledge, this statement did not imply that any listed stone could be offered at no additional cost. If this was misleading in any way, then we sincerely apologize. The idea that any of our valued customers could be under the slightest impression of dishonesty is not something we want at all.
  
  Our company strives to do business in a transparent and ethical way, while prioritizing the satisfaction of all customers - including you and your husband. This is the reason for our continued efforts to make this right. Based on our recent phone and email conversations, you seem open to resolving the issue. We sincerely hope this will not change. As always, you can reach out to us with any further questions or concerns.

   

   

  Customer response

  09/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  02/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a ****ct platinum engagement ring, paying in full 11/26/21 and never received it on the 12/23 delivery date. Ive attempted working with Friendly Diamonds trying to be understanding and patient for the past 3 months while they continually told me they needed a final report from the carrier they chose for delivery before any actions can be made, however Ive got serious anxiety over this and felt I needed to protect myself before it gets too far along. There is absolutely no way a final report has not been submitted after a quarter of a year has passed. So today when disputing the purchase with PayPal, requesting a refund after being told to wait for a final report over and over not getting anywhere, Friendly Diamonds argued that it had been delivered. What?! Glad I chose to dispute this instead of being trusting. It wasnt delivered & the carrier investigator found the driver had signed for me on his device with, ************. *y first name begins with an H. I asked him about this & he told me the * initial before recipients names was a practice they were doing on all shipments needing authorized signatures earlier in the year to keep away from people during Covid-19 & to show that the driver had signed & left it. He said theyd stopped this practice months earlier & the driver shouldnt have done this since it was a required signature. He also told me they were investigating the driver for theft because he believed FD to be on front of the **************** easily found online so he may have signed and kept it. He said either way the carrier/driver is at fault and **** put this in his report, that was 2.5 months ago. All of this Ive explained to FD as Im sure the investigator has too but were at month 3 ******* keep hearing the same excuse which doesnt seem like it would be true. How has this not been resolved!? This is between FD and delivery carrier, not myself. Its like Im dealing with thugs.

  

  Business response

  02/28/2022

  Hey there,

  The order was placed on the 26th of November 2021--The shipment for ***************** left on the 22nd of December. --The package was delivered on the 23rd. --***************** reached out to us on 27th December, claiming that he has not received the package and we immediately took the matter up with ***** and IFS In4sure --We constantly followed up with them until the investigation was complete , along with keeping ***************** updated at all times. --On 2nd February ***** completed the investigation and we advised ***************** to file a police complaint, if we was dissatisfied, to which we did not receive any response.

   

  As per ***** investigators, following points were concluded:-
  When the driver scanned this shipment as delivered, the *** on his board shows him at the correct location.
  When the driver was interviewed by ***** operations on 12/23, he stated that the package was correctly delivered and a signature was obtained. Signature being the name he entered on the scanner.
  Per ***** security, often drivers put "M" for the first initial if they only got the last name, In this case, the driver entered *********** as the recipient.

   

  We shared the above response with *********** as well, along with mentioning that if he was not satisfied with the investigation, he should go ahead with a police complaint but we did not receive any response to that.

   

  Hope this helps, and we are right here should there be any other questions or doubts.

   

  Customer response

  02/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   After getting a notification from ***** via text about the item being delivered on 12/23/21 at 3:14pm I saw the message around 3:45. I went outside to look for the package that was said to have been delivered. I didn't find it and even looked on the neighbors porches just in case. I contacted *****, letting them know the package had not been delivered around 3:55pm on 12/23/21. ***** told me they were looking into it and that if I don't find it by 12/26/21 4:20pm to contact the shipper to initiate lost package procedures. The package was not located so I contacted Friendly Diamonds the following business day, 12/27/21 @ 8:15am as I was instructed to do by *****. I was so hopeful that it was a mistake on *****'s part and that they would have it delivered to me well before the need of contacting Friendly Diamonds. I was intentionally home all day waiting anxiously for the engagement ring to arrive on 12/23/21 because I had plans for the proposal that afternoon/evening. There was absolutely no knock on the door all day! I was nearly right next to the front door all day long waiting because I wanted to get to the door before my girlfriend. I was in correspondence with Friendly Diamonds over that next week as we were trying to figure out what happened and on 1/5/22 a ***** investigator with their security team contacted me. We spoke back and forth until the 7th and he explained to me what his findings were: "The ***** driver signed for you which should not have been done since this was an authorized signature delivery only, the driver stole the package himself possibly (which would be near impossible to prove) or it was pirated. All of which is *****'s fault because it should have been delivered directly to you, signed for by you and that is what I'm going to put into my report". I explained all this to Friendly Diamonds on the 7th and they told me they needed a final report from *****. I continually asked if there were any updates over the following month and I asked how long ***** has to complete their investigation. They continued saying the same thing about needing a final report from ***** and they were eagerly waiting too, not answering my question about the length of time they're entitled to. I emailed them again on 2/1/22 and the following day they replied saying that they're still waiting on a final report and the latest from ***** was the driver admitted to signing for me and the ***** GPS said he was at the correct location when delivered. However, the investigator told me he was within 30m (150 ft) of the delivery address and they couldn't confirm anything closer than that, so it could have been delivered to any of the other homes right there. Bottom line is, it was delivered to the wrong house, the driver stole it himself possibly since it apparently had "Friendly Diamonds" on the package or it was pirated. This to me is more than enough to show fault on ***** and I guess they're too powerful of a company for Friendly Diamonds to argue with, so now they pass it on to me since I'm the least powerful out of this trio.  As I've said before I have been very patient with FD through this but enough is enough. I gave them a fair warning that my next actions would not be the same that they've been, nearly a month ago, and that I have been very civil through this process. They keep telling me that they'll keep me informed as the investigation continues but here they said it had been completed on the 2/2/22 and that is not the same information they gave to me, they said the investigation is still going. To me that seems deceitful and with the intent of giving themselves more time allowing for the purchase to be finalized removing any power I *** have with PayPal or my bank to get my money back. Now today I receive a message from them that they want me to buy another diamond/ring and they'll give me 50% off. I guess when you buy something from a merchant and don't receive it the next logical thing to do would be to purchase something else from their company, which *** also never arrive, and you get the run around again for months and spend more money on something you *** never see. I've never had a merchant try to do anything like this before, and this whole purchase/event, that was supposed to be a wonderful time, has turned into something absolutely horrible. And pertaining to the police report, you file one of those when you're in actual possession of something. I do not know what happened with this ring and don't believe that is my responsibility, ***** was in possession and they need to file a police report or an insurance claim, I do not know. I don't imagine the police like reports based on theories of something that *** or *** not have happened.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business response

  03/08/2022

  Hi, we have only been transparent about this transaction with *******, and very patient and compliant with his many and ever-changing requests right from the time he placed the order, and of course, with this investigation. Weve offered him the best possible options, and were happy to help him in any way thats even remotely feasible. 
  
  More importantly, were concerned with the actual facts of the matter. He makes an exceedingly contradictory statement to the findings/conclusion from the ***** Investigation that we have shared with him, and in our previous response on this platform.
  
  According to ***** investigators, this was a good delivery. As ******* knows, the team also informed that According to the drivers Proof of Delivery, he/she gave the shipment to ***********. The physical signature was done by the driver due to covid protocol CV19.
  
  His statement (below) about a conversation that he had with a ***** employee is 100% contradictory and hard to verify: 
  "The ***** driver signed for you which should not have been done since this was an authorized signature delivery only, the driver stole the package himself possibly (which would be near impossible to prove) or it was pirated. All of which is *****'s fault because it should have been delivered directly to you, signed for by you and that is what I'm going to put into my report".

  We have no way of knowing if anything of the sort was said to him but we can confirm that the investigation was thorough and conclusive and thus asked ******* to go ahead with the police complaint, but the apprehension only seems to validate the ***** investigation conclusion that this was a good delivery.

  That said, were here if he needs any assistance as has been communicated to him, always. We only and humbly request that he be reasonable and mindful of the facts. Its completely alright to deny a goodwill offer, but its unfortunate to see him mocking a generous offer of a flat 50% off that no brand is under obligation to provide at this point, especially given the investigation result. However, should he like to arrive at a resolution that is feasible, were more than happy to work with him. Alternatively, we still suggest that he go ahead and file a police complaint. Thank you!

   

• Initial Complaint

  02/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased an item from Friendly Diamonds Inc. early in January. I received a confirmation with a tracking number shortly after. The expected delivery was in the second week of January from their delivery service ****** The delivery required a signature, so I made sure I was at the address where the item was to be delivered. The day of the delivery I got a missed delivery message in my email stating that the person was not there to receive the delivery. I did not receive any door tags or notices saying they were there. I emailed the business stating that I wanted a refund. The rep said the request was granted and that it would take 5-7 days to reflect on my bank account. I waited and my bank did not post any new deposits so I followed up with the business and they told me that they needed to have ***** ship the package back to them. A week later I followed up again to check on the status and the rep told me that they needed to conduct an investigation and to please wait until they complete the investigation. It is now February and they still have not contacted me nor issued the refund.

  

  Business response

  02/13/2022

  Hey *******, 

  We are extremely sorry for the inconvenience this transaction has caused you, as we speak the investigation with ***** is still ongoing and they have still not been able to provide us with an answer on where the parcel is. We do not have any clarity from their end and due to the coronavirus situation everything moves extremely slowly with ***** in terms of claims. The answers provided by us were simply what we were hearing from *****.

  As a management decision, we have accepted the refund for your order and processed it as well even though the parcel has not been received. 

  Hope this helps and we are again, extremely sorry for the inconvenience.

   

   

  Customer response

  02/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******* ********
  
  
   
  
  

*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. ↩