Never received item
Fast forward about a week(10/8) I receive a vague voicemail from you company regarding my order. I call and am told that my order cannot be sent to my desired shipping address because it is a strip mall/store front. Mind you the storefront is MY physical therapy office where I know someone will be there to sign for my package. I was still told that it could not be sent there which still makes no sense to me since I had an Apple Watch delivered there a week earlier from the Apple website, no problems. Anyway I told the gentleman on the phone to please change the shipping address to our home/billing address and he told me that wouldn't be a problem and that the item should be sent out in a couple days.
More than a week goes by and no word via email or phone from your company regarding my order. So tonight I decided to check the status on the website to be unpleasantly surprised with the status of "canceled". I called the 800 number around 815 and was still on hold 30 min later so I decided to try the live chat. The gentleman on the live chat told me that my order was canceled today (10/20) due to suspicious credit card activity. Now this makes absolutely no sense. As I said earlier I am the main Account holder and my husband (different last name) is also on the account. What upsets me the most is the fact that I was not contacted In any way via either email or phone about the cancellation or the "suspicious" activity. If there was a true concern I would have liked to been personally notified. And why was I told over a week prior that my order was going to be sent out once I had changed the shipping address?
Overall, I am extremely disappointed with the way this situation was handled. Customers should be notified IMMEDIATELY when an order is canceled or when there is an issue with the credit card. I was so excited about this necklace and now I have such a bad taste in my mouth that I don't even want it anymore. We have purchased jewelry from diamond nexus in the past without any issues and I have been very happy with these pieces. Now, I hope To see the full refund on my visa in 7-10 business days so that I can restart my birthday present search somewhere else.
***I am very sorry for the confusion surrounding your order and our fraud protection process. I'm glad we were able to get this resolved for you. If you need any further assistance please don't hesistate to reach out to us.***