Claire
Please do not purchase anything
Please do not purchase anything! This is a scam. My experience echos that of so many others. The return address was only provided after asking for it eight times. I searched it and initially it didn’t exist and then delving deeper, it appeared to be a hotel. The sender address on the original packaging is post marked in Hull, UK. I have asked for the details of the Company Director or CEO and it appears that my emails are now ‘bouncing’ back as drafts to my email address. Please do not waste your money or valuable time in having to try to resolve disappointment and or dispute. Life is too short. The product adverts are a complete misrepresentation and frankly the ring I ordered, as a gift, for someone special was not hallmarked, but advertised as Stirling silver, the finish was disgraceful and it came in such a large size, the wrong size. It would be criminal to find it in a Christmas cracker. And here is the summary: criminal activity in plain sight. Still no resolution or any respect for customers. Apparently, the company require more information about this review….I simply wanted to return the ring and get a refund. Despite communication in French, Chinese with a British customer, I have had no resolution. What more can I say other than I stand by my review, if it is taken down, I can only assume an admission of wrongdoing.
Response from KoalajewelsbrandDec 22, 2025
We are genuinely sorry to read your review and to hear how distressing this experience has been for you. We fully understand your frustration and regret that this situation has left you feeling unheard and disappointed. We strongly refute any suggestion of criminal activity. Koala Jewels is a registered, legitimate business and we do not misrepresent ourselves intentionally. However, we acknowledge that in your case our service fell short, and for that we sincerely apologize. Regarding the product, we are very sorry that the ring you received did not meet expectations, was the incorrect size, and did not appear as advertised. This is not the standard we aim to uphold, particularly when an item is purchased as a gift. Your feedback about hallmarks and finish has been escalated to our suppliers for review. We also apologize for the repeated difficulty you experienced in obtaining return information and for any confusion surrounding addresses. We operate internationally and use multiple fulfilment and processing centers, which can unfortunately cause inconsistency in packaging and return handling. That said, we recognize that this was handled poorly and caused unnecessary stress. We regret if our email communication caused further frustration, including language inconsistencies or delivery issues. Please be assured that any email “bounce-backs” are not intentional, and we are currently reviewing our support systems to prevent this from happening again. We do not seek to have reviews removed, nor do we view feedback as an admission of wrongdoing. We respect every customer’s right to share their experience, even when it is critical. Our only aim is to resolve issues fairly and professionally. If you are still seeking a refund, we would genuinely welcome the opportunity to resolve this. Please contact our customer support team again with your order reference or proof of purchase so we can review your case fully and provide a proper resolution. We are sorry that your experience did not reflect the service we strive to provide, and we appreciate you taking the time to share your concerns. — Koala Jewels Customer Support