Jenna
I want to give them a good review but their customer service is so disappointing
This company has really beautiful jewelry and I love the rings I’ve received from them, however, I am SO disappointed with their customer service and support. I have ordered a total of 4 items from here since September and have only received 2 of them. It is now December. I have reached out 4 separate times to customer service asking for an update on my order status, however, I have only heard back 1 time and it was an automated response with a link to the tracking information for only one product from one of my two orders. I think I’m most disappointed in the lack of accountability from this company. Even looking at the responses from them on this site, it seems as if they still do not feel they’re at fault nor are they doing anything to reconcile with customers who are buying and supporting their small business. It would just be nice to receive an actual, personable, response from someone. Edit: What’s also disheartening is that the company is flagging my review for containing “harmful or illegal content” when that is nowhere near true. Again, this just goes to show how little this company cares about their customers and their complete lack of accountability.
Response from Alexa KelleyJan 10, 2024
Hello, thank you for taking the time to connect with us and we're sorry to hear about your overall experience shopping with us. We always aim to create a positive experience for our customers and truly apologize that your recent interaction left you feeling this way. To clarify, the review was flagged because the statements made are untrue/misleading, specifically in reference to the items in question, which are pre-order items, and calling into question the integrity of our business as well as accusing us of lacking accountability and not caring for our customers. As a small business, we aim to be as transparent as possible and we do see that our team sent you multiple emails (on Oct 25, Nov 16, and Dec 14) providing updates and apologizing for the manufacturing delays surrounding these pre-order items. Additionally, please keep in mind, although an item is available on our website, it may have a later shipping date. We always recommend taking a peek on the product page where, in this case, both say that the Analysa Ring and Maia Ring will be shipping later above the Add to Bag button. That said, we do see our team has also been in contact with you on Dec 15 and Jan 2 as well, and the ready to ship items from both orders have been delivered. Please know, we always appreciate your honest feedback as it helps us to continue to improve and grow as a brand. If you have any additional questions, our Customer Support Team is always here to chat via email.