Clean OriginReviews of cleanorigin.com

Reply from Clean OriginOct 20, 2026

Hi Mariel, We're sorry to hear how frustrating this experience has been, especially given the time you set aside to receive your package. Your order was placed on October 9, with an estimated ship date of October 15, as noted on our website and in your order confirmation. Our team completed processing and shipped your order on October 12, ahead of the estimated date. When you requested a refund of the overnight shipping fee, we were happy to accommodate that request. Once a package is with FedEx, delivery schedules and any changes to the expected delivery date are managed by the carrier. We understand how disappointing it is when a delivery doesn't arrive as expected, particularly when you've made arrangements to be home. As the Director of Customer Service at Clean Origin, I also reached out to you personally to explain the timeline and offer options to help, including exploring a return to our facility if you no longer wish to receive the order. We remain available to assist you in determining the best way forward. Again, we are sorry for any frustration you have experienced with the delivery of your order.

Reply from Clean OriginOct 12, 2026

Thank you for sharing your feedback. We understand how important it is to feel confident in your diamond selection, especially when you have taken the time to review the specific proportions, certification, and appearance of an individual stone. As disclosed on our website, in rare cases a selected diamond may become unavailable due to high demand or vendor delays. In these circumstances, our policy is to provide a replacement diamond of equal or higher quality at no additional cost, meeting or exceeding the original diamond's specifications. We recognize, however, that when selecting a specific diamond, its individual characteristics and appearance can be just as important as its grading specifications. If a replacement is ever provided and a customer is not satisfied with the diamond, our team is happy to work with them to explore alternative options. Customers may also return their purchase for a full refund in accordance with our 60-day return policy. We are also concerned to hear your account of your phone interaction with our customer service team. Being disconnected in this manner is not the experience we want for our customers, and we take this feedback seriously. We would appreciate the opportunity to look into what happened. If you are willing, please contact our customer service team with additional details about your call so we can investigate. We appreciate you bringing your concerns to our attention and wish you the best in finding the diamond that's right for you.

Reply from Clean OriginSep 29, 2026

Hi Laura, We’re sorry to hear that you’re disappointed with your experience and understand how frustrating it can be when maintenance is needed on a meaningful piece of jewelry. We do want to clarify that we previously provided a complimentary maintenance service as a one-time courtesy, including cleaning, polishing, and rhodium plating, in 2025, to restore the finish of your 18K white-gold ring. Rhodium plating is a normal part of maintaining white-gold jewelry as the rhodium finish naturally wears with use. The more recent condition of your ring involved damage to the prongs, which is specifically addressed under the exclusions in our Lifetime Manufacturing Warranty. While this condition is not covered under the warranty, we provided an estimate to repair the ring and restore it to a wearable condition. Our repair pricing is discounted and includes insured, round-trip shipping. Please note, that for customers who would like additional coverage for ongoing maintenance and repairs, we also offer our Forever Service Plan, which is available for enrollment within 30 days of receiving an eligible item. We stand behind the jewelry we create and believe in being transparent about the distinction between manufacturing defects and normal maintenance. We remain happy to assist with the repair should you decide to proceed.

Reply from Clean OriginSep 18, 2026

We’re sorry to hear about your experience and understand why the timing of the shipment was frustrating, particularly given the change in your circumstances. We’d like to provide some additional context around our production and shipping timelines. Our jewelry is made to order and hand finished, so the shipping dates provided at the time of purchase are estimates rather than guaranteed dates. Production times can vary depending on the circumstances of each order. If a piece is completed and ready sooner than anticipated, it may ship earlier than the estimated date; in other cases, production may take longer and an order may ship later than estimated. When we receive a cancellation request, we first need to confirm with our production and fulfillment teams whether the order has already shipped or is already packaged and in the queue for shipment. Because that confirmation requires coordination with our teams, it is not always immediate. In this case, your cancellation request was received late on the 8th. By that time, the order had already been packaged and was in the queue for shipment. It was subsequently picked up by FedEx on the 9th, which meant we were no longer able to cancel the order and issue a refund while it was in transit. We understand that the timing may have given the impression that the order was intentionally shipped after you requested cancellation. That was not the case; the order was already in the fulfillment process when the cancellation request was received. Our customer service team also advised you on the 10th that we offer a 60-day return policy. You are still welcome to return the item for a full refund, and we’ll be happy to assist you with that process. Please reach out to our Customer Service team, and we can provide the necessary return instructions. We hope this additional context helps clarify how our made-to-order process and estimated shipping dates work, as well as what occurred with your order. Most importantly, we remain happy to assist you with the return and refund process.

Reply from Clean OriginSep 18, 2026

We’re sorry to hear that you were disappointed with the replacement diamond and your experience with the return process. In this case, the diamond originally selected was no longer available. As explained on our website, when a selected diamond becomes unavailable, we may provide a replacement of equal or higher quality at no additional cost. The replacement diamond provided matched the original order in color, cut, clarity, and carat weight. The replacement was also graded as an Ideal Cut by IGI. The Ideal Cut designation takes into account specific proportions and other characteristics of the diamond, including factors related to the table, depth, crown, and pavilion. While we understand that you may have been looking for particular proportions within those parameters, the replacement did meet the grading criteria for its Ideal Cut designation. We also reached out by both phone and email to see if you would prefer that we source another diamond that more closely matched your preferred proportions, but unfortunately we did not receive a response. Regarding your return, the return paperwork was sent to you, and we are ready to process the return once the item is received by our team and completes our standard inspection process. Your refund will then be issued in accordance with our return process. We appreciate your feedback and regret that this experience did not meet your expectations. We remain committed to making the process as smooth as possible and addressing your concerns.

Reply from Clean OriginMay 20, 2026

We are sorry to hear of the disappointment expressed regarding this purchase, as it does not reflect the experience we strive to provide for our customers. In reviewing our records, we were unable to locate any prior concerns, service requests, or return inquiries related to this order during our return period or in the months following delivery. Had the purchaser contacted us directly with any dissatisfaction regarding the earrings, our team would have welcomed the opportunity to review the concerns and work toward a resolution. We value all customer feedback and remain committed to providing quality jewelry and responsive customer care.

Reply from Clean OriginApr 24, 2026

Thank you for your feedback, and we’re very sorry for the experience you’ve described. We also want to sincerely apologize for the initial error in your order, where the incorrect item was sent. We understand how frustrating this must have been and appreciate you bringing it to our attention. We’re especially sorry that our initial communication did not reflect the level of care and empathy we aim to provide. This is not the experience we want for our customers, particularly when we’ve made a mistake. Our team has since reached out to you directly to apologize and make this right. We truly value your business and appreciate the opportunity to resolve this with you.

Reply from Clean OriginApr 17, 2026

Hi Anthony, Thank you for taking the time to share your feedback. We’re very sorry to hear that your experience didn’t meet your expectations, especially for such a meaningful occasion. Anthony, while we have already communicated with you directly to address some of your concerns, we want to ensure you feel fully supported, regarding all of concerns, so we’d like to provide a bit more context. Anthony, our pieces are made to order, and hand finished, and as such, we provide only estimated shipping dates. Many factors can effect the timeline to produce fine jewelry, and we because of this, we can't provide guaranteed shipping dates. We try to be as transparent as possible on our product pages, and on our order confirmation email, and we regret if this was not clear. We appreciate your feedback regarding this, and will share it with our team. Regarding pricing, we completely understand your concern. Your order was placed with a 20% promotion, and when our 25% offer launched shortly after, we were happy to honor the additional difference for you. In terms of craftsmanship, and metal pricing, please note that platinum is a premium metal that requires a more complex manufacturing process due to its durability and high melting point. Our pricing reflects both the material itself and the specialized labor required to work with it. I hope you understand. Regarding the clasp on your bracelet; our product images are intended to closely represent each design, but slight variations can occur, especially with made to order pieces, in the final piece. Anthony, it is important to us that you are happy with your jewelry as well as your experience with us, and if you are not, for any reason, we want to make sure you’re aware that we offer a 60-day return policy. This is longer than the industry standard, and our team would be more than happy to assist you if this option is best for you. We truly appreciate your feedback, and we are here for any other questions or concerns you may have. Since you are actively in communication with our customer service agents, please don't hesitate to share any other issues with them. We are happy to help!