Alexa KelleyReviews of alexakelley.com

Response from Alexa KelleyAug 17, 2023

Hi Teghan, thank you for reaching out and our apologies for any confusion surrounding our shipping timelines. We can certainly understand the frustration, as you've been anticipating the arrival of your order. 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, says that the Analysa Ring will be shipping later above the Add to Bag button. The 3-5 day timeline you are referencing is the transit time for the shipping carrier options shown at checkout. This is only an estimated transit time once the item has shipped for that specific shipping carrier and shipping option. That said, we do see you've been in touch with our Customer Support Team and should you have any further questions or concerns regarding the status of your order, please don't hesitate to follow up in your current email thread and one of our reps will be able to assist from there.

Response from Alexa KelleyAug 17, 2023

Hi Kelly, thank you for reaching out and our apologies for any confusion surrounding our shipping timelines. We can certainly understand the frustration, as you've been anticipating the arrival of your order. Please note, the 3-5 day timeline you are referencing is the transit time for the shipping carrier options shown at checkout. This is only an estimated transit time once the item has shipped for that specific shipping carrier and shipping option. That said, we do see you've been in touch with our Customer Support Team and they have sent you the tracking information which shows the items had an attempted delivery on 8/16 but are "being held at the USPS at the customer's request" per the tracking information. Should you have any other questions, please don't hesitate to follow up in your current email thread and one of our reps will be able to assist from there.

Response from Alexa KelleyJul 13, 2023

Hi Allyson, we appreciate you taking the time to share your experience with us. While we always aim to be as transparent as possible with our shipping timelines noted at checkout, we sincerely apologize for the delay of your order. Our Fourth of July sale brought in a high volume of orders, resulting in extended processing times. Please know, this is not the standard to expect in the future and we will be sure to share this feedback with the appropriate teams, so we can continue to improve on communicating order delay information with our customers.

Response from Alexa KelleyJul 6, 2023

Hi Raven, we appreciate you taking the time to share your experience with us. While we always aim to be as transparent as possible with our processing and shipping timelines noted at checkout and our FAQ page, we sincerely apologize for the delay of your order. As noted on our FAQ page, orders may experience extended processing times during major sales due to high order volume. Since your order placed on 7/24/23 during our Fourth of July Sale, we kindly ask that you please allow for additional time due to the high order volume we're currently experiencing. That said, this is certainly not the standard to expect, and your feedback will be shared with our team. We recommend checking your junk/spam folder, as sometimes our emails might end up there instead. We will also be sure to pass your feedback along to our Customer Support Team to follow up with you as well.

Response from Alexa KelleyJul 4, 2023

Hi Constance, we appreciate you taking the time to share your experience with us. While we always aim to be as transparent as possible with our shipping timelines noted at checkout, we sincerely apologize for the delay of your order. Our Memorial Day sale brought in a high volume of orders, resulting in extended processing times. We can understand the frustration as this is absolutely not the standard to expect in the future. That said, we do see you've been in touch with our Customer Support Team and they have sent you the tracking information which shows the items were delivered on 7/3. Should you have any other questions, please don't hesitate to follow up in your current email thread and one of our reps will be able to assist from there.

Response from Alexa KelleyJun 15, 2023

Hi John, thanks for reaching out and our sincerest apologies for the confusion surrounding your item’s availability status since this item was a preorder and not available for immediate shipping. We can certainly understand your frustration, as we always aim to create seamless experiences for all of our customers and this has not been the case for you. We do want to let you know we provide a 60-day warranty for any defects in material or workmanship and our Customer Support Team is always here to take a closer look to assist with next steps via email at [email protected].

Response from Alexa KelleyJun 15, 2023

Hi Rachel, thanks for reaching out and we can certainly understand your disappointment. While we always always aim to be as transparent as possible with the shipping and processing timelines noted at checkout, we sincerely apologize for the delay with your order. During high volume times, such as with our Memorial Day sale, our processing times may be extended as our team works hard to get our customer's orders to them as soon as possible. That said, we do see you've been in touch with our Customer Support Team and confirmed they've cancelled your order for you since you've informed us that you will be filing a chargeback. Should you have any other questions or concerns, please feel free to follow up in your email thread, and our team can continue to help there.

Response from Alexa KelleyJun 15, 2023

Hi James, thank you for reaching out and taking the time to share your feedback with us. We always strive to create a seamless online shopping experience for our customers and we sincerely apologize that your package was delayed during transit by the shipping carrier. We can understand the frustration as this is absolutely not the standard to expect in the future. Should you have any additional questions or concerns, please don't hesitate to follow up in your current email thread and one of our reps will be able to assist from there.