Mary
Wrong item received and totally ignored.
I placed an order over 3 and a half weeks ago, realise the item was probably not suited to my needs so I immediately cancelled the order only to be told that they could not cancel as the order had been fulfilled. I receive the item 2 and a half weeks ago and to add insult to injury the wrong item was sent. I emailed customer services to inform them and request a return, I am still waiting for a response as it seems they are waiting on another department. I don't understand what the issue is, their website states returns allowed but I sent documented evidence I received the wrong item. Customer service is non existent and I feel I have been a victim of click bait.
Response from ElleseandcoSep 14, 2026
Hi Mary, Thank you for taking the time to share this with us — and we're genuinely sorry that your experience fell so far short of what it should have been. Reading your feedback, we can completely understand the frustration, and we're sorry you were left feeling let down. This isn't the standard we hold ourselves to, and we want to make it right. Our team is looking into your case now and will be in touch shortly to find a resolution with you. Kind regards, Sarah Customer Care, Ellese & Co