Abbey
UPDATED: Hopeful for my next Bala CX!
UPDATED REVIEW (Feb. 3): After posting this review, Bala’s Chief Growth Officer proactively reached out to me. He was receptive to feedback, acknowledged that this experience fell short of expectations, and extended a goodwill gesture that was very appreciated. He also shared that improving the customer experience is a priority for the brand this year, including steps like adding a customer service phone line and live chat with a real agent instead of AI. I ultimately received my order, originally placed on November 28, on February 2. I really like their products, so I’m glad they were able to make this right. Overall, I appreciate the accountability, direct outreach, and the improvements being made to the brand's CX. I am open to giving Bala another chance! ** ORIGINAL REVIEW (Jan. 5): Shopping with this brand directly has been an absolute nightmare. So much so that I contacted Bala directly on Instagram to ask them if there's anything they think they can do to make this right, as I'm a fitness instructor who doesn't feel comfortable referring my clients to shop here. I ordered 2 personalized bala bangles as Christmas gifts for my boyfriend's parents as part of the company's Black Friday sale. The shipment never went out, and they didn't notify me until I reached out inquiring about updates/when my shipment would arrive. They referred me to a third-party SavedBy to order a replacement. Fine. However, one of the colors I ordered was out of stock. I chose a replacement color. This order was shipped but didn't arrive due to an "insufficient address." Which doesn't make any sense since I never changed any of the original information. They told me the replacement color was not in stock - I asked them what was in stock, expressing that this was the second time I had to do this, and magically they found "backstock" for the color I wanted. At this point, I replied to ship the second replacement order directly to the gift recipients as it was now post-Christmas. It's been over a week, and I haven't heard back from Bala about updated shipping information, etc., for my second replacement order. I really hope they can make this right.