Natasha L.
Beautiful products, some kinks to work out as a company
**UPDATE** - following the response below I was able to make contact with the company and they approved a return exception. I’m still out the money for a second rush delivery and I had to follow up to get my refund after I didn’t receive confirmation of the return, but I feel better than I did, and those I’ve interacted with have been lovely. I hope the company can nail down their processes (e.g. returns site was down for some time, it sounds like customer emails frequently get filtered out on their end, return wasn’t processed when received, etc) and communication practices, as I do strive to support women-owned businesses. And the replacement shoes really were perfect for the wedding! ——— I’ve purchased many Joyfolie products in the past from other sites (Gilt) and had good luck. However, I just purchased a pair of shoes straight from the company for my daughter to wear to a wedding. When they arrived they were way too big despite carefully measuring and following their sizing guide, and two gems were missing from one shoe. I immediately tried to exchange them through the website, but the returns/exchanges page was down. So I emailed stating my concern, and re-ordered the shoes in good faith with rush delivery so they’d get here before we leave. Three follow ups later I now have two pairs of shoes, one of which is defective, and haven’t heard a word from the company. Incredibly frustrating and I do not recommend. I should have read the reviews here first.
Response from JoyfolieSep 1, 2026
We’re sorry to hear about this experience, especially knowing the shoes were intended for an upcoming wedding. Receiving an item with missing gems is certainly not the experience we want for our customers, and we understand how frustrating this situation must have been when you were also trying to resolve a sizing concern within a limited timeframe. After seeing your review, we carefully checked our customer service system to locate the correspondence you mentioned. However, we were unable to find any emails, conversations, or support tickets under the name associated with this review. This would explain why you did not receive the assistance or responses you were expecting, as we do not currently have a record of those messages reaching our Customer Care system. We take product concerns seriously, particularly when an item arrives with a possible defect. Had we received your message regarding the missing gems, our team would have been able to review the issue and provide the appropriate assistance. We would never intentionally leave multiple customer follow-ups unanswered. It is possible for an email to occasionally be filtered or flagged before successfully reaching our support system. For this reason, we recommend trying to contact us again using a different email address at [email protected] and including your order number in the message. This may help ensure your inquiry successfully reaches our Customer Care team and allows us to locate your order immediately. If possible, please also include photos showing the missing gems or any other concerns with the shoes so our team can properly document and review the condition of the item without unnecessary delays. We understand that you reordered another pair with expedited shipping because of the upcoming wedding, and we appreciate that you made that additional purchase in good faith while trying to resolve the situation quickly. We would still like the opportunity to properly review what happened and assist with the original pair. Since we currently cannot locate the correspondence mentioned in your review, please contact us again at [email protected], preferably from a different email address and with your order information, so our team can investigate and provide the appropriate next steps. We hope this clarifies why you had not received a response despite attempting to reach us. Once your message successfully reaches our Customer Care system, we’ll be able to review your concerns and assist accordingly.