Disappointing product and extremely poor customer service
I purchased the Elizabeth White Baroque Pearl Bracelet for $629, selecting the larger of the two available sizes at 18 cm. Whilst the pearls themselves were beautiful, I was disappointed to find that the bracelet did not fit as expected. Upon measuring it, I discovered that only 15 cm consisted of pearls, with the remaining 3 cm comprising the clasp and hardware, plus an extender chain. Consequently, the pearls cover only slightly more than half my wrist. As a AUD dress size 12, I find these proportions unreasonable, particularly having purchased the largest size available.
I promptly contacted Jimena Alejandra to explore whether a reasonable solution could be found, even offering to pay for additional pearls so that the bracelet could either be restrung by the business or adjusted independently.
I received a response at 7 am the following morning (Thursday), explaining that these services were not offered as the business operates in the “costume jewellery realm”. I was asked to provide photographs to determine whether there was a genuine issue with the bracelet’s length. If a size defect was confirmed, a replacement could potentially be sourced, although this might take several months. I was urged to respond as soon as possible, as any return would need to be arranged by the end of that week.
Given the urgency communicated, I supplied the requested photographs by 9 am that same morning. Despite following up again on the Friday to confirm if I could return the bracelet in time before weeks end and then repeatedly over the subsequent weeks, including through the website contact portal, I have received no further response.
I was reluctant to leave a negative review and have given the business ample opportunity to respond. I did not expect my preferred solution to be guaranteed, but I did expect the photographs and information specifically requested to be reviewed and acknowledged, even if only to confirm that the bracelet was made as intended.
For a $629 purchase, I expected more considered proportions, a transparent product description that accurately communicated the pearl coverage, and professional after-sales service. Unfortunately, despite the beauty of the pearls themselves, both the overall design and the complete lack of follow-through have been disappointing. I am now faced with sourcing additional pearls and paying another jeweller to restring the bracelet simply to make it wearable as expected.