Reply from Precious CarbonSep 22, 2026
David, thank you for taking the time to update your review. We understand why the experience was frustrating, and we also think it’s important that anyone reading the review has the full context. We went back through the order history, our communication, and the shipping details, and wanted to clarify a few points:
1. The diamond’s location was discussed as soon as the order came in:
We had a conversation with you through our website chat & email after the order, where we explained that the diamond was located at our overseas office. We also offered you the option to choose from our Quick Ship inventory, which is specifically intended for customers who want a stone that is already located locally.
2. Your order confirmation included an estimated delivery date:
Your order confirmation showed an estimated delivery date of September 18. We shipped the diamond on September 16 via FedEx Overnight, so it was actually dispatched ahead of that estimated date.
3. “Overnight shipping” refers to the shipment once the item is ready to ship:
When we say overnight shipping, we mean that once the diamond is physically in our hands and ready to leave, we send it using an overnight service. It does not mean that a diamond located overseas will arrive overnight from the date the order is placed.
4. We did communicate the overseas location during the process:
We understand that the website wording around shipping may have left you with a different expectation, and that’s something we can continue to make clearer. At the same time, the overseas location of this particular diamond was communicated during our conversation.
5. The complimentary pendant was a goodwill gesture:
We want to clarify this point because the pendant was not an automatic gift included because of the purchase amount. Your loose diamond order did not meet our normal threshold for that complimentary item. We added the 1ct pendant as an additional goodwill gesture because there was confusion around the timeline and we wanted to do something extra to improve the experience for you.
6. The pickup situation was separate from the original shipping timeline.
The package was initially scheduled for delivery to your address. You then requested pickup from FedEx, so the package was redirected to a pickup location. Our tracking shows that it was made available for pickup the next day itself after the overnight shipment according to the FedEx Tracking. We understand there was also a discrepancy with the FedEx tracking information, and we agree that this should have been clearer.
7. We genuinely tried to make the situation right from our side.
From explaining the stone location, offering a Quick Ship alternative, shipping the diamond via overnight service ahead of the estimated delivery date, staying in contact, and adding the complimentary pendant as a goodwill gesture, we did everything we could from our side to improve the experience.
We’re not sharing this to dismiss your experience. We simply want to make sure potential customers reading the review also have the context behind what happened. We appreciate the feedback, and it has highlighted areas where we can make our shipping information and expectations even clearer.
