Alfred & Co. London Avis 298

I bought a chain from you for my husband's Christmas and after 3 months the links on the chain are breaking. I have emailed, messaged on Facebook, tried to find a phone number to call but could not find one. I feel as I have been let down as the customer service is shocking.

Hi I recently bought a gold chain off you & its to small & I need to change it have you got a shop in Swansea Wales where I can exchange it or have you got a contact telephone number

Loving my Box Chain. Excellent value and dispatched really quickly. Thoroughly recommend Alfred & Co for quality, price & service. 👍

Wanted a nice simple silver chain for my brothers birthday, wasn’t too expensive but was great quality. Definitely would buy from here again

Easy to navigate website. Quality prices. Very happy !

First time using this company & must say very impressed quality products & quick delivery at decent prices.

Bought this necklace for my son and he loves it - the quality is much better than what I’ve had from elsewhere.

Brilliant product and brilliant service once again thank you.

Bought a £50 cross pendant but got a £5 cheap Alibaba/Temu quality cross pendant. They price things as though they are a premium product but that’s a con.

Very good quality, my son really enjoyed his chain and bracelet

Great company very nice products arrived in time looks fab I cant recommend them enough. Good communications thanks will buy again .

My son loves the Cuban chain & silver bracelet, had faulty clasp on neckless which they replaced straight away, thank you! Will definitely buy again.

Cuban chain arrived today and love it thank you

I’ve been buying my jewellery from Alfred & Co. London for a long time now and always impressed with the value, quality and service.

Gorgeous bracelet received for my other half today. Would highly recommend.

Bought the ice necklace for my son and both he and I are very happy - a very good quality necklace with great prices and customer service.

I bought a gold necklace for my partner who wanted something he didn't have to remove in the shower– I chose this company purely because of the warranty stated on their website 'Warranty included on all our pieces for 100% peace of mind and hassle free returns.
All pieces are 100% sweat-proof, waterproof, and life-proof!'.

When the item arrived I removed it from the little plastic bag it came in, but the necklace was also sealed in this tight plastic wrap, so I left it in this to give to my partner.

As he was removing the plastic wrap, the chain immediately broke. I watched him open it normally, he wasn't pulling at it– although even if he did, I'd assume that life proof meant it could withstand a reasonable amount of packet opening? I'm not expecting a bullet proof item for the price, but reasonable durability.

I emailed the company, explaining what had happened and got an email back almost instantly, which came across like were doing me a favour, offering a 'one time replacement'. Which I obviously didn't want because the jewellery is clearly poor quality.

So I went back and requested a returns label, as I was not prepared to pay form my own pocket to return a faulty item.

They came back and said they wouldn't be providing a returns label. A few of my favourite quotes from the back and forth email chain are "The chain was sent to you in perfect working order" and "Sorry they were not sent out faulty". As Ive just watched someone open the packet with the chain in and it's very clearly broken??

Honestly feel like I was being gaslit. 😆

In the end, I went back quoting their "life proof" spiel from the website and asked "by life proof, does that exclude taking the item out of it's packaging?" and the response i got back was a simple "please return and we'll refund you the delivery fee as well".

So, whilst they DID refund me the shipping fee, as well as the cost of the necklace, I am still worse off because I had to pay to return these rubbish goods.

I obviously then came to Trustpilot to check out reviews and COULD NOT BELIEVE the attitude in the responses to some of these genuinely negative experiences. It's SO unprofessional!

The only thing I will say is that the replies via email were pretty immediate which is good. But I can't say the same thing about the quality of customer service– incredible poor, quite passive aggressive responses.

All top draw will be ordering again. Keep up the service well done