I would give it a zero if I could. Absolutely awful customer service. They ghost you. I sent various emails regarding my order that I still haven't received and only ever get automated responses.... Voir plus
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Lisez les avis des autres
I was referred to this company by a friend who has some jewelry by them but didn’t mention the awful customer service. I ordered 4 items Jan 29th 2026. Received an email from them Feb 6th giving me a... Voir plus
I placed my order for 3 rings on December 8th. 2 weeks later they still had not shipped so I asked for an update. Finally received my order the day after Christmas but it was missing an item. I follow... Voir plus
Ordered December 7, as a Christmas present. Still no shipping information. Contacted them, 9 days later. Their response was 2-4 business days for processing. In addition, a covid excuse. I've done my... Voir plus
À propos de l'entreprise
Écrit par l'entreprise
Our designs are curated with love and an obsessive attention to detail, with the hope to inspire women with the confidence and self-love they deserve. Life should be full of love and adventure, the last thing you should worry about is changing your jewels for every occasion.
Coordonnées de contact
7770 Regents Rd STE 113 #588, 92122, San Diego, Etats-Unis
- help@alexakelley.com
- alexakelley.com
1,3
Mauvais
127 avis
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I want to give them a good review but their customer service is so disappointing
This company has really beautiful jewelry and I love the rings I’ve received from
them, however, I am SO disappointed with their customer service and support. I have ordered a total of 4 items from here since September and have only received 2 of them. It is now December. I have reached out 4 separate times to customer service asking for an update on my order status, however, I have only heard back 1 time and it was an automated response with a link to the tracking information for only one product from one of my two orders. I think I’m most disappointed in the lack of accountability from this company. Even looking at the responses from them on this site, it seems as if they still do not feel they’re at fault nor are they doing anything to reconcile with customers who are buying and supporting their small business. It would just be nice to receive an actual, personable, response from someone.
Edit: What’s also disheartening is that the company is flagging my review for containing “harmful or illegal content” when that is nowhere near true. Again, this just goes to show how little this company cares about their customers and their complete lack of accountability.
22 décembre 2023
Avis spontané
Réponse de Alexa Kelley
Hello, thank you for taking the time to connect with us and we're sorry to hear about your overall experience shopping with us. We always aim to create a positive experience for our customers and truly apologize that your recent interaction left you feeling this way. To clarify, the review was flagged because the statements made are untrue/misleading, specifically in reference to the items in question, which are pre-order items, and calling into question the integrity of our business as well as accusing us of lacking accountability and not caring for our customers. As a small business, we aim to be as transparent as possible and we do see that our team sent you multiple emails (on Oct 25, Nov 16, and Dec 14) providing updates and apologizing for the manufacturing delays surrounding these pre-order items. Additionally, please 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, both say that the Analysa Ring and Maia Ring will be shipping later above the Add to Bag button. That said, we do see our team has also been in contact with you on Dec 15 and Jan 2 as well, and the ready to ship items from both orders have been delivered. Please know, we always appreciate your honest feedback as it helps us to continue to improve and grow as a brand. If you have any additional questions, our Customer Support Team is always here to chat via email.
DO NOT BUY
We purchased a few rings on October 1st. Took the company 4 weeks to even get the item shipped. We had to go back and email them 3 times to get an update since it was stuck in "pre approval, waiting for item" for about 3 of those 4 weeks. After we threated to chargeback, they shipped.
Now we are trying to return the item and have not gotten a response. We have tried multiple times to get in touch but have been IGNORED each time. The website DO NOT BUY, AVOID PURCHASES AT ALL COSTS.
1 octobre 2023
If it feels sketch- it probably is
UPDATE: 1/11/23
the response below from AK was yet an extension of a duplication of the vague email responses that I received from them. There was NO INDICATION of a delayed shipping date on the earrings when I ordered on Nov 26th because had there been a flag on my ordering indicating so- I would not have ordered them knowing that I wanted these for a Christmas gift. Their response and explanation is too little and too late let alone a lie as there was no indication of late shipment to be expected. Today I was refunded but ONLY after I escalated my case with PayPal to a full-on dispute as well as reported them to the Better Business Bureau. They did not respond to the BBB as I also received notification from BBB that AK had not responded to their inquiry with them. Do not order from them. I found nearly the exact same earrings at Von Maur and for half the price. (And that price was a regular price not a sale price!)
I see I am not alone. Wish I would have checked reviews before placing order for two items. Also learned that if there is not a phone number to contact- do not trust the company. DO NOT ORDER FROM ALEXA KELLEY. I ordered from them two years ago and had no issue. This year it’s been a month since my order and only received one of two items which it took the one item nearly 30 days to receive. Have emailed the company a half dozen times only to get the same blanket email that I see they send to everyone about items not shipped. The last email I sent requesting tracking of final item has gone unanswered for 5 days. This was a Christmas gift, of course, and was one of few items that my daughter asked for and she asked for it specifically from AK. It was Huggies Earrings which as common looking as they are, I’m sure I could have found very similar if not the same item elsewhere at dozens of stores had I looked sooner than three days before Christmas. Another lesson learned- don’t trust empty promises from a shady company too long to the point you can’t fulfill the gift request elsewhere. Listen to your gut instinct.
Alexa Kelley you are a fraud. You should be shut down. I’m glad it’s only $64 for me but I have reported you to PayPal as well as to American Express.
21 décembre 2023
Avis spontané
Réponse de Alexa Kelley
Hi, 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 Bianca Huggies will be shipping later above the Add to Bag button. That said, we do see our team was in contact with you on Dec 5, Dec 14, Dec 15, Dec 29, and Jan 2 providing status updates and your order’s ready to ship item has since been delivered. We always recommend checking your junk, spam, and promotional folders, as sometimes our email replies can sneak in there instead. 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.
It has been almost a month since my 2…
It has been almost a month since my 2 item order. Do not purchase from this store unless you are willing to wait a long time for your order. Do not expect timely shipping.
21 décembre 2023
Avis spontané
Réponse de Alexa Kelley
Hi there, thank you for reaching out. We’re so sorry for the delay in dispatching your order. We completely understand the disappointment. While we always aim to be as proactive as possible with any changes to your order, unfortunately, we did experience some unforeseen delays with yours. 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. We do see that both of your shipments have since been delivered and 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 happy to assist you further.
Worst online buying experience yet
Same complaints as already described by others. Item has gone from Whittier CA to San Diego and back to Whittier CA in 9 days. We are in Canada. This is a horrible experience and no one to call or contact and emails get boilerplate responses like the ones you see here. Do not place any faith in Alexa Kelley’s ability to fulfill your order. Save yourself the trouble of a credit card dispute and don’t place the order in the first place!
20 novembre 2023
Avis spontané
Réponse de Alexa Kelley
Hi, thank you for reaching out and sharing your feedback with us. It's always our number one priority to create seamless online shopping experiences for our customers and we sincerely apologize that your package was delayed during transit by the shipping carrier. Please note, the tracking details Whittier, CA, US as in Whittier, California, not Canada. We can understand the frustration as this is absolutely not the standard to expect in the future. That said, we do see our team was in contact with you and your shipment has since been delivered. 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.
Worse company EVER
Worse company EVER. Their customer service is the worse, they don’t reply to emails. I placed an order a month ago, and I still don’t have shipping info. They decided to create a label and send that info to me as if it was shipped when is not. We are only 5 days away from Christmas, and I will be really disappointed if I get it after. I’ve said I want to cancel and get my money back if they ship this after Christmas, still haven’t heard back from them. Never buying from this company again.
9 novembre 2023
Avis spontané
Réponse de Alexa Kelley
Hi, 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 Ayla Ring will be shipping later above the Add to Bag button. That said, we do see our team was in contact with you on Dec 5, Dec 12, and Jan 10 providing status updates and your order’s ready to ship items have since been delivered, with the pre-order items currently being prepared for shipment this week. 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 happy to assist you further.
Never buying from this “company” again
Never buying from this “company” again. Placed an order 11/14/23 it’s not 12/15/23 and still have not received my order. I’ve emailed and they say they’re “working on it” but it’s been a month since it was placed. Starting to think this company is fraud. Please don’t buy from here.
15 décembre 2023
Avis spontané
Réponse de Alexa Kelley
Hi, 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 Ayla Ring will be shipping later above the Add to Bag button. That said, we do see our team sent an email updating you on the shipping timeline on Dec 5 as well as email correspondence on Dec 8 and Jan 2 reiterating that the item was a pre-order with a later shipping date. Please be sure to check your spam and/or junk folders. 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 happy to assist you further.
never received my order
never received my order, no one emails you back. Tracking is never updated and customer service is terrible. Never buying from here again.
14 novembre 2023
Réponse de Alexa Kelley
Hello, 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 on our website’s FAQ page, we sincerely apologize for the extended processing time surrounding our BFCM sale and the Thanksgiving holiday weekend. Please know, your feedback is important to us and will be shared with our team as this is not the standard to expect in the future. That said, we do see our team was in contact with you letting you know that your order was processing and would be shipping soon. However, please note, once a customer has initiated a payment dispute with their bank, we are unable to proceed with shipping the order. 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 happy to assist you further.
Absolutely love!!
Absolutely love!!! Just got my order of rings and the quality is so good! So much better than your typical fashion jewelry. Shipping took a little longer like their website says but honestly I get it now, there’s a reason and it’s because their product is in demand lol
2 novembre 2023
Avis spontané
The true definition of DISAPPOINTMENT
The true definition of DISAPPOINTMENT! Like everyone else, I placed an order on the 14th of October and till this day I have not received it (it is November 7th). I had read about how long they took however I wasn’t prepared for the lack of communication. I must have sent about 10 emails, messages and everything you can think of. They don’t even have a telephone number. They emailed a tracking number that doesn’t give any update information. I called UPS and they have not received the package from the sender. I honestly can’t comprehend how you create a label, send a tracking number but not ship the actual order. Awful! Just awful! DO NOT ORDER FROM THIS COMPANY!
They contacted me on 11/7 informing me that the order might be lost and will email me the next day with answers from the fulfillment team since it was never shipped. It’s the 13th of November and still nothing.
6 novembre 2023
Avis spontané
Réponse de Alexa Kelley
Hi Keylin, thank you for reaching out to us and we're sorry to hear you haven't received your order. We can absolutely understand your disappointment. Please know your feedback will be shared with the appropriate teams as this is certainly not the standard to expect in the future. That said, our Customer Support Team has sent a new order your way and tracking will be provided to you once it's left our facilities. 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.
WHERE ARE MY PURCHASES?!?
I am having the same issue as other reviews. I ordered several items on oct. 6 and it’s now October 28th and I have received nothing. A shipment label was created two weeks ago and has not moved. You get no response from customer service via email and there is no phone number to contact. I’m getting close to disputing the charges on my credit card because it seems like this company is a FRAUD!!
6 octobre 2023
Avis spontané
Réponse de Alexa Kelley
Hi Mayra, thank you for taking the time to connect with us and we're sorry to hear about your overall experience shopping with us. We always aim to be as transparent as possible with our shipping timelines (which do not include processing timelines) noted on our website's FAQ page, and unfortunately experienced unexpected delays in dispatching your orders. 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. We do see that both of your shipments have since been delivered and 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 happy to assist you further.
Worst customer service experience…
Worst customer service experience ever... Well because there is NONE. Placed order on 10/07/23. By 10/17/23 had confirmed shipping label was created and ready to ship via Email from Alexa Kelley. As of today 10/27/23 it shows my package is still sitting waiting to be shipped. After 3 emails, with no response and no number to contact, I guess my package will just sit there until someone decides to give it to the carrier. Your customer service is awful! Y
26 octobre 2023
Avis spontané
Réponse de Alexa Kelley
Hi there, thank you for reaching out, and we’re so sorry for the delay in dispatching your order. We completely understand the disappointment. While we always aim to be as proactive as possible with any changes to your order, unfortunately, we did experience some unforeseen delays with yours. 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. We do see that your shipment has since been delivered and 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 happy to assist you further.
Terrible
I would give this company zero stars if possible. I placed an order on September 28th and here it is October 22nd, and I still haven’t received my order. I’ve sent three inquiries to their customer support and have not received a response. According to the tracking information they sent, shipping information was sent to USPS on October 4th, however there haven’t been any updates since then. I am beyond disappointed in this company, and am questioning their validity and integrity. I will NEVER order from this company again! NEVER!!!
22 octobre 2023
Avis spontané
Réponse de Alexa Kelley
Hi Nana, 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 continuous delay of your order. Please know, your feedback is important to us and will be shared with our team as this is not the standard to expect in the future. That said, we do see your shipment has since been delivered and 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 happy to assist you further.
i love shopping here and supporting a…
i love shopping here and supporting a woman owned small business. Comments are very misleading. I have been shopping here for last 4 years. All my rings are in great condition and shine bright.
15 septembre 2023
Avis spontané
Réponse de Alexa Kelley
Hi Abby, we’re so thrilled to hear about your positive experience with our jewelry! We strive to bring you the highest quality products, and it definitely looks like we hit the mark this time. Thank you for being a loyal customer and supporter!
Do not shop here
I am just appalled at the lack of communication, lack of professionalism from a business. I placed and order on August 10th thinking that my order would be shipped out within 3-5 business days as stated in their website and in the email I received after my purchase. I emailed on the 21st to check the status of my order, mind you I supplied my order number, and I got a response on the 25th asking me for my order number. What??? Anyway, I replied moments after receiving the email stating where my order number was in the email and supplying it once again. Today is September 2nd and I’ve yet to receive and email with an update. I requested to cancel my order. At this point I don’t want it. I want a refund, i want my money back. Had I read these reviews beforehand I would have never ordered from this company to begin with. People can’t even comment on the company’s Instagram page without comments being deleted.
8 août 2023
Avis spontané
Réponse de Alexa Kelley
Hello Jen, thanks for connecting with us. Our sincerest apologies for the delay in receiving your order and that our Customer Support Team was unable to provide an update during the time of your inquiry. We can certainly understand your disappointment here as this is not the standard to expect from us in the future. We do see your shipment has since been delivered and 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 happy to assist you further.
Horrible company to buy from
Horrible company to buy from. Ordered 2 rings on 7/1/23 and STILL no delivery, although the website/order confirmation says 3-5 day delivery. Lack of response from customer service and the bogus tracking number provided shows no progress. Do not buy from this website.
14 juillet 2023
Avis spontané
Réponse de Alexa Kelley
Hi Lourdes, 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. 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 8/11. 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.
Horrible company.
Horrible company.. ordered a ring to be a wedding band on 6/29 that said 3-5 shipping days + added route protection and currently do not even have a shipping email. Reached out and finally got a response that said it was preordered 5-6 weeks which it NEVER said and if you go on the site this very second the same ring still stays will be shipped in 3-5 days? So how is that pre order they would get it before me! Bad bad bad
29 juin 2023
Avis spontané
Réponse de Alexa Kelley
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.
Poor customer service…I ordered 3 rings…
Poor customer service…I ordered 3 rings and a pair of earrings that on July 13th-said shipping was 3-5 days as of August 1 still nothing with 3 attempts to contact via emails with no response. Never will I purchase through them again.
Updating- we did finally receive the items while we were on vacation and came home and picked up our mail It is very pretty but customer service leaves a lot to be desired with this company. When is says 3-5 days your should get it when they say if that is incorrect the company should change their delivery I formation
29 juillet 2023
Réponse de Alexa Kelley
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.
I would give no stars but I can’t
I would give no stars but I can’t! I ordered a ring and they immediately took my money out of the bank and then I never heard from them again! I reached out 3 times on separate occasions to see why order was still “unfulfilled”… I had to contact my bank and file a claim in order to get my money back. THE WORST PART IS I WANTED THE RING SO BADLY AND I DIDNT WANT TO TAKE THE ROUTE OF CALLING MY BANK…. But we work too hard for our money to go thru this.. don’t bother ordering from this company… you won’t get your package…
22 juin 2023
Avis spontané
Réponse de Alexa Kelley
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.
It’s been two weeks and I haven’t…
It’s been two weeks and I haven’t received my package. There hasn’t been any updates and I emailed them twice but I haven’t received a response. I paid too much money not receive my items. At this point I just want a refund. They have terrible customer service.
5 juillet 2023
Avis spontané
Réponse de Alexa Kelley
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.
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