Paintgem Reviews 

My kit has 41 bags of gems. Only 1 matches the list of gems for the kit. What'happened????

I ordered a month ago. My order shipped 4 weeks ago. Tracking has never updated past the initial shipping label info. I have been emailing for weeks asking for them to look into tracking and then finally for a refund. They promise to help but never do. I haven’t got my order and I am out the $100 I spent.

Love the product but do not the customer service. One of the two things we bought didn't come with the bag of things to use. Contacted customer support... no response after more than a week and multiple emails from me.

Responded very quickly and was super polite the whole time and made the whole situation go by smoothly. I definitely recommend this company because of that.

I ordered the second part of National Parks, this was like my 5th or 6th order. When I got my set it had the diamonds in there but 1/2 of them were the wrong ones. I reached out to customer service and they were quick to respond and I sent them everything they asked for and never heard anything back. I will never order from them again.

I wish I could give zero stars. PaintGem asked me for additional information about my missing C906 gem bag, which I sent immediately—and then they completely disappeared. No response, no update, nothing. My son and niece also reached out on my behalf and were ignored after the first message.
This is hands down the worst customer service I’ve ever encountered. It’s shocking how a company can take your money, acknowledge a problem, and then refuse to follow through. I’m warning other customers: if something goes wrong with your order, don’t expect PaintGem to help you.

I had the most amazing customer service experience. Unfortunately one of my packs was sent with the wrong set of gems. I wasn’t sure if there was anything that could be done since it had been sometime since I had received that order. I sent a sent an e-mail thinking nothing would come of it and within 24 hours they took care of the situation with minimal work from my end. I will definitely continue to order from a company that has amazing customer service like that!!!

PaintGem products are beautiful! I recently bought the Christmas set and the designs are so colorful and spectacular!

I purchased kit "space edition" which I received 8/15/2025. I did check the kit to make sure everything was included. Sadly I did not find 3 of the gem packets. 209, 340, & 3746. I wrote to them and sent pictures of what I received. Their response was "I'm so sorry about the inconvenience. We try to avoid this, but it happens sometimes.
No worries, please add all this information below and we will send you the missing gems (Maximum of 3 DMC).

1. Order number: #243442
2. Edition name/code:
3. The color code on the gems bag (312, 3812, etc.)
4. Address: teresa German ,4368 Nicolelynn Drive , Muskegon Michigan ,49442
5. Phone number:
6. Photo of the gems you have received." I did do this immediately. Their response was; Hello teresa,

Greetings from PaintGem!❤️

We are currently processing your missing gems. You will receive an email with the tracking number once it is available.

Best Regards,
Emma" As of this date they are no longer responding to my inquiries asking for an update. I will no longer buy from this company. I would encourage others to not support this company.

I LOVE paintgem! their customer service is TOP TIER, the paintings are so beautiful, and the supplies are so high quality. Things arrive quickly, packaged well, and the communication has always been so smooth! I’m pretty much at the point of having collected all the kits, and can’t wait to continue supporting Paintgem for a long time to come!!!

Absolutely the best kits I have ever done. My only issue is that there’s no option to purchase each kit without the little tool bag that comes with each kit, it just seems an unnecessary waste because if you do Diamond Painting all the time chances are you have all your own tools already. I also think a membership would be a good idea.

Very professional as well as personal attention to my requirements and or request
Especially Ashley who always reply very quick!!
I'm so happy and so loving PaintGem family!! You guys rock 💪

This company provides a very high quality product and an even higher quality of customer service. I placed an order and realized I selected the wrong kit. I emailed support hoping they could change my order but I wasn’t expecting much. They were awesome!! Ashley immediately answered my email and changed the kit I ordered quickly and kindly. I can’t say enough about this company, worth every penny and I’m sure I’ll be ordering again.

When my order was delayed Ashley provided on the spot updates. Appreciate the excellent customer service!

Please don't purchase here unless you are keen on donating money to resellers!

This company sells 'cheap' kits from China for high prices!

Most sets are available on Aliexpress and Temu in the exact same box, with the same accessories for well under $10. The photo frames are found on IKEA for $3.

Don't support this!

I really like the prints, and I'm looking forward to trying square gems instead og round.

Ashley with paint gem is wonderful to work with. I get responses in a timely manner and my issues are always solved. I haven't had many issues with paint gem and I could say I'd order from them again.

Very bad customer service! You pay them and they disappear and don't answer emails!!

I’m so happy with my purchase! Amazing packaging (beautiful box, strong explanation, bag for your tools and organized gems)! My first one turned out so good! Beautiful, bright gems and fun patterns! Thank you!

They were super understanding and helpful.