I live in Canada, and I ordered a loose diamond from Allurez for the amount of $28,567 CAD. I was invoiced in Canadian dollars and so I sent the payment in Canadian dollars via a wire transfer. The details aren't important as to why, but I ended up cancelling the order before they had even mailed the diamond to me. This is where all hell broke loose. I canceled the order on Friday, March 17th. I was told via email I should expect the money back in my account in "a couple of business days". I called the following Tuesday just to make sure everything was good to go since it is a pretty large sum of money. They informed me I would be receiving a cheque in the mail. I told them I was told it would be sent back to me, the woman said we need the wire information to do that. I asked why I wasn't told this when I initially canceled, she said she didnt know. I provided her all the information required on that same day. The following Monday (6 days later) I called my bank since the money wasn't appearing in my account yet and they said they did indeed receive the funds. It worked out to $27,047.68 CAD. I was shocked that $1519.32 was missing form the amount. I called Allurez to ask what happened to my money. They explained to me that they sent back the exact amount in US funds that they received from me. Meaning they expected me (as the customer) to cover the spread of the conversion rate. I explained that I was invoiced in CAD and had sent CAD and so I expected to receive back my money in CAD - the exact amount I had sent. After speaking to a regular customer service person I said I wanted to speak to a manager to get this resolved. A woman by the name of * was put on the phone. She was rude, unhelpful, and completely unsympathetic. I explained to her that because I was invoiced in CAD and sent CAD I expected the money back - the full amount. All she offered was to send a screen shot of the transfer as proof she sent back the full amount they received. I once again explained to her I was invoiced and paid in CAD. She told me she was "sure her customer service rep would have told me to send US funds because they are well trained". I explained that I was never told that. She told me she would bet her life on it. I told her I would bet her $1520 CAD if she went back and listened to the recordings of the call they would show I was never told that. And if I was wrong she could keep the money but if I was write she had to send me back the rest of the money. She did not take my bet. Through this whole ordeal she did not express one iota of sympathy for my situation. It is pretty jarring to just have $1520 go missing, and for her not to care at all just compounded my frustration. I posted an online review and someone very very high up at the company (whose position Trust Pilot insisted I remove because Allurez complained that it was too identifying) promptly called me to ask me to take the review down as he/she said he/she would handle the situation. Well - he/she emailed me back two days later with no solution whatsoever. So now I guess I am expected to eat this $1520 cost for something I never even had in my possession. I would never recommend anyone shop at Allurez. Because of them I am out $1,519.68. UPDATE: Allurez contacted Trustpilot and tried to have my review taken down by saying I was not a customer. I provided all the proper documentation showing I am indeed a customer. UPDATE 2: Allurez tried to have my review taken down AGAIN because I used the name of an employee. I have edited out the name of the employee. UPDATE 3: Allurez complained I identified the actual position of the higher up person I spoke with so I have edited out that detail as well. UPDATE 4: Allurez emailed me after a year of denying I was ever a customer and told me they would pay me the money I am owed, but only if I take down the reviews. I declined because I do not think I should have to lie on behalf of Allurez to get my money back