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.... Toon meer
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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... Toon meer
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... Toon meer
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... Toon meer
Bedrijfsgegevens
Geschreven door het bedrijf
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.
Contactgegevens
7770 Regents Rd STE 113 #588, 92122, San Diego, Verenigde Staten
- help@alexakelley.com
- alexakelley.com
1,3
Zeer slecht
127 reviews
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Stay far far away
Stay far far away. Just like all the others, paid for an order in full but never got shipped. Kept getting told they were experiencing a high volume of business, but that is bull, no business takes almost 3 weeks to ship an item. Then I get a fake tracking number like everyone else where you basically just get the number but it says it’s just being prepared for shipping and never actually ships. What a joke
6 april 2024
Review zonder uitnodiging
Antwoord van 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 at checkout, we sincerely apologize for the 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.
The company charged lme for the entire…
The company charged me for the entire order and then didn’t send it.
I am charging them back.
Stay away from this group
UPDATE APRIL 24. DAY 9, COMPANY TOLD ME ITEMS WAITING FOR USPS PICK UP ON APRIL 16. WHEN U CHECK TRACKING THE ITEMS ARE STILL AWAITING PICK UP 9 DAYS LATER.
29 februari 2024
Review zonder uitnodiging
Antwoord van Alexa Kelley
Hi, thank you for reaching out us. We want to assure you that we are a legitimate business. We've confirmed you have already received 4 out of the 5 items from your initial order, and we guarantee that the remaining preorder item, along with the items from your second order are currently preparing for shipment and will be on their way to you this week as noted in the email communications. We appreciate your understanding as we handle a significantly higher volume of orders than usual, which may cause a delay in tracking information updates.
This company deserves 0 stars
This company deserves 0 stars! This has been the worst experience I’ve ever had ordering anything!! Still haven’t received a package that was order back in February. I’ve been told by the social media team that “Our team was experiencing some technical difficulties with our Customer Support system last week, but we’re happy to report that it’s now up and running smoothly.” However after this interaction with the social media team I was finally contacted by customer support and told that they have fixed my order and have sent it back out for delivery. Unfortunately USPS still states that they have not received the package and it has been 5 business days. I really hate that I’m just now seeing the reviews where other hard working people are wasting their money on a company like this.
4 april 2024
Review zonder uitnodiging
This is so messed up
I can’t believe I’m just now seeing all of these bad reviews. I’m so upset and hurt. I ordered from them March 16 and it is now April 4th and only received that same email as everyone else about the shipping label. I looked stupid as hell showing up to god daughters birthday with a half ass gift because I already spent $250+ on a gift that never even showed up. Like wow
4 april 2024
Review zonder uitnodiging
Alexa Kelley. Item never shipped
Husband ordered the Bianca Huggies on December 4th. It’s now April 3rd and still no sign of them. Reached out to company, on 2/16 they said they would be in touch. Followed up again via email no response. Was not a pre order item. Will be following up with BBB
3 april 2024
Review zonder uitnodiging
Antwoord van Alexa Kelley
Hi Caitlyn. I believe our team spoke with you earlier via social media who explained our customer support software was down for multiple days while our system was updating due to deliverability issues that were occurring the past few weeks. They told you they would send your inquiry over to our Customer Support team today for an update and they did so. Our customer support team emailed you this afternoon to inform you that your preorder item (please see the product page - this item is only available for preorder) was canceled and refunded as requested.
If I could give 0 stars I would
If I could give 0 stars I would. I placed an order of 2 in stock rings on 1/25/24 and still haven’t received my items. I have emailed numerous times asking for updates and I haven’t received an update yet. I have filed a complaint with my credit card company. Like others have mentioned I too received a fake tracking email on 2/16/24. I am
Also going I file a complaint with the BBB today.
2 april 2024
Review zonder uitnodiging
Antwoord van Alexa Kelley
Hi, thank you for reaching out to us. There is no such thing as "fake tracking emails". However, our customer support software was down for multiple days while our system was updating due to deliverability issues that were occurring over the past few weeks. We did take a peak and noticed that your order contained a preorder item, the Ayla Ring (please see website's product page) which, unfortunately held up the fulfillment of your order. Kindly continue the conversation via email with our Customer Support team regarding a possible misunderstanding related to order processing post a disputed payment.
If i could give negative stars
If i could give negative stars, i would. I placed an order back in January for a GIFT of two rings. I have received one, 2 MONTHS LATER and that is after emailing time and time again as well as contacting the better business bureau on this company. I was sent a “shipping label” email (completely fake) only for now 2 MORE MONTHS to go by and still no ring. 4 months in total I’ve been dealing with this HORRID company. They are a scam and until i get what I PAID FOR, i will blast this as far as i can get it. DO NOT GET SCAMMED BY THEM. DO NOT ORDER
18 januari 2024
Review zonder uitnodiging
Antwoord van Alexa Kelley
Hi Erin,
We have repeatedly explained that your order placed on 01/18/2024 (*Note - this is not four months) for the Stella Ring (Status: Delivered, Feb 2024) and the Vera Ring, which was a pre-order item with a later shipping date at the time of purchase. Our team offered to rush your processing of the pre-order item and include a complimentary gift as well last week. However, we will not condone or tolerate the name-calling, threats and degrading messages directed and/or sent to our team as you have done to both our social media team via DMs and our customer support team via email over the weekend. That said, your order has been canceled and refunded as stated by the refund notification email that was sent on 03/31/24. Please refer to the refund notification email for further information.
Not worth the money
I found a ring that I LOVED and my boyfriend ordered it on (2/4) for Valentine’s Day. We reached out multiple times, since it says 3-5 day shipping and we keep getting automated responses. They sent a tracking number on 2/29 but it’s been a month and USPS is still awaiting item. They ignore dms on social media and any emails sent. This place is a scam.
4 februari 2024
Review zonder uitnodiging
Antwoord van Alexa Kelley
Hi Victoria/Laith,
We will not condone or tolerate the name-calling and degrading messages directed and/or sent to our team as you have done to both our social media team via DMs and our customer support team via email. That said, we have repeatedly explained that your order (placed on 02/08/2024) was for a pre-order item with a later shipping date. Although an item is available on our website, it may have a later shipping date stated on the product page - where, in this case, says that the Ayla Ring will be shipping later directly above the Add to Bag button. Please refer to the order cancellation and refund confirmation email for further information.
Don’t even deserve 1 star
Don’t even deserve 1 star.
DO NOT ORDER FROM THIS SCAM COMPANY. THEY TAKE YOUR MONEY AND HAVE AUTOMATED BOT RESPONSES. They then create a shipping label thinking you’re getting it soon. HAHA you’re not. It’s just a label being created to receive a tracking number. 3 months later and it’s still just a shipping label.
I’ve emailed countless times for a refund. But now i’ll just go to my bank to dispute the charge from these clowns. Waste of time and a valentines gift you morons.
28 maart 2024
Review zonder uitnodiging
Antwoord van Alexa Kelley
Hi Laith/Victoria,
We will not condone or tolerate the name-calling and degrading messages directed and/or sent to our team as you have done to both our social media team via DMs and our customer support team via email. That said, we have repeatedly explained that your order (placed on 02/08/2024) was for a pre-order item with a later shipping date. Although an item is available on our website, it may have a later shipping date stated on the product page - where, in this case, says that the Ayla Ring will be shipping later directly above the Add to Bag button. Please refer to the order cancellation and refund confirmation email for further information.
Poor Experience So Far
My wife found a ring she loved on this site and I was happy to order it for her. I placed the order on 2/12. On Monday, 2/26, I emailed asking for an update. On Tuesday, 2/27, the company responded that there is a high order volume, and the order would be shipped early the following week. On 3/1, I received an email that the "order was on the way." This seems to have meant that a shipping label was created. The tracking link continued to show no action. On 3/8, I reached back out to ask for an update. That same day, they responded that I should wait 24-48 business hours (I didn't know business hours were a thing) for the tracking link to update. I emailed again on 3/12, 3/16, and today, 3/18. I don't really mind if things take time, they just need to be realistic with their estimated shipping times. I will be happy to share the order number with someone from the company.
1 maart 2024
Review zonder uitnodiging
This company doesn’t even deserve one…
This company doesn’t even deserve one star! They’re frauds who take your money and respond via email with lies about shipping yet you do NOT receive your product! I ordered back in December 2023 and nothing and now there is zero response when I send an email. So disgusting! I hope they go bankrupt and lose everything they have!
9 december 2023
Review zonder uitnodiging
Do Not Order!!
Do Not Order!!
I have placed an order in January, and I have yet to receive my order. I have emailed multiple times requesting a status update or to providing me a refund. They just said shipment is taking time due to increased orders, and they can't give a refund. Now, they are not responding to my emails. Please do not order from this company. They will take your money and not send your order. This is unacceptable, and I'll be finding ways to expose this company.
21 januari 2024
Review zonder uitnodiging
Bad experience. Not sure what their deal is here.
Odd experience to say the least..
The merchant never sent my order in the agreed upon time frame (3-5 days). After two weeks, I got an automated email the day before I needed the item (Valentine's Day) saying they are sorry it's been delayed. I responded asking for an update. No response. I responded twice more asking for an update, still no response. Every day I would check the order status and the delivery date would be pushed back with a notice saying "Your Order has not yet been Shipped". I contacted them 2 more times and received no response. I was sure this was a scam at that point so I immediately left two unfavorable reviews (one on trust pilot), to which they responded within SECONDS, flagging my review as harmful to get it taken down. Within a few days they sent the item with no apologies, no explanations and it arrived nearly a month late. Based on other reviews and this experience, I'd say they will probably never send your order (or maybe they will whenever they feel like it months later), unless you cause a scene and leave them negative reviews.
28 januari 2024
Review zonder uitnodiging
Antwoord van Alexa Kelley
Hi, thank you for reaching out and our apologies for any confusion surrounding our shipping timelines. As a reminder, the 3-5 days referenced at checkout only refers to the shipping carrier's transit time. This does not include processing time as stated on our website's FAQ page. Our team also sent an email and posted on our website and social media that we were experiencing extended processing time due to the high order volume and arrival of our preorder items. Additionally, we found that you filed a chargeback stating the product was not received after submitting this updated review. However, we do see that the item was delivered prior to the chargeback that was filed per the tracking information and your review, so we will follow up with your bank. 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.
DO NOT ORDER
DO NOT ORDER, I gave them the benefit of doubt after reading the bad reviews because I was in love with the ring designs. I ordered in November, it is now February and still has not shipped. I have reached out to their customer service and only get back the generic automated response saying it will be processed and shipped this week…3 weeks in a row. So disappointed after waiting so long. I understood if there was an influx of orders up until Christmas but at this point it is just ridiculous.
20 februari 2024
Review zonder uitnodiging
Antwoord van Alexa Kelley
Thank you for taking the time to share this. Since this third-party review platform is not associated with our website, we’re unable to identify or confirm any of the details provided. That said, our team would love the opportunity to properly look into this for you. We kindly request that you please contact us using our website’s contact form linked below so we can provide you with assistance in a more meaningful way. Thank you!
https://www.alexakelley.com/pages/contact-us
I found a ring that I fell in love with…
I found a ring that I fell in love with for my wedding band and ordered in June of 2023 and have yet to receive it. I have received updates but at some point something has to change. I get it they are a small business and things happen but waiting 8 months for a ring thats crazy. Thank goodness it wasn’t for my wedding otherwise I would have been screwed. I just hope to receive it sooner than later.
15 juni 2023
Review zonder uitnodiging
Antwoord van Alexa Kelley
Thank you for taking the time to share this. Since this third-party review platform is not associated with our website, we’re unable to identify or confirm any of the details provided. That said, our team would love the opportunity to properly look into this for you. We kindly request that you please contact us using our website’s contact form linked below so we can provide you with assistance in a more meaningful way. Thank you!
https://www.alexakelley.com/pages/contact-us
Worst customer service experience ever
Worst customer service experience ever. My bf ordered a ring for me for Christmas that he ordered on Black Friday and took over a month to arrive then one of the jewels fell out and have been waiting for a response from customer service for two weeks. Now the return window has passed because everything moves to slow. I love their pieces but will never shop there again. I know business have growing pains but this is absurd.
Update: we found the email and responded but it’s been almost a week and haven’t heard back. Can this please get resolved?
23 november 2023
Review zonder uitnodiging
Antwoord van Alexa Kelley
Hello, thank you for reaching out and we’re very sorry to hear about your ring. We do offer a 60-Warranty and can see our team has responded (on 1/24/24 and 2/1/24) to both of your emails with the information to begin a warranty claim but have not heard back. We always recommend checking your junk, spam, and promotional folders, as sometimes our email replies can sneak in there instead. Please be sure to submit the information and photos as requested and our team will be happy to get the warranty/replacement request started for you.
SCAM
SCAM! The company told me 3 different times my order was going to ship. I only received a partial package. They said that the order was in stock and going to ship early last week and here we are over a week later and they stopped responding to the 4 emails, 1 instagram DM and 1 filled out form online.
11 januari 2024
Antwoord van Alexa Kelley
Thank you for taking the time to share this. Since this third-party review platform is not associated with our website, we’re unable to identify or confirm any of the details provided. That said, our team would love the opportunity to properly look into this for you. We kindly request that you please contact us using our website’s contact form linked below so we can provide you with assistance in a more meaningful way. Thank you!
https://www.alexakelley.com/pages/contact-us
SCAM!!!
It's hard to give Alexa and Kelly even one star! I purchased two rings on 11/13/20023, but still nothing! I have reached out via email four times with only automated responses. I am so disappointed and feel ripped off. They had no problem taking my money on 11/14/2023 but won't tell me where my merchandise or money is, and it is now 01/07/2023!! They also erase bad comments on there Instagram feed
6 januari 2024
Review zonder uitnodiging
Antwoord van 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 can certainly understand the frustration, as you've been anticipating the arrival of your order. We took a quick peek and do see that the rings were being prepared for shipment when the order was flagged after you submitted a return request. Our system detects potentially fraudulent behavior, and as the items were not yet in transit or delivered at the time of the return request, it triggered a hold on the shipment. That said, we sincerely apologize for the confusion surrounding your order’s shipping status. If you have any further questions or concerns with the cancellation and refund of your order, feel free to follow up directly in your email thread, and our Customer Support Team can assist.
DO NOT PURCHASE FROM THIS COMPANY
DO NOT PURCHASE FROM THIS COMPANY. I have waited 6 months now for a ring that I paid for and have emailed 4 times with ZERO response by the company. TERRIBLE SERVICE! Do not order!
29 december 2023
Review zonder uitnodiging
Antwoord van Alexa Kelley
Hello, thanks for reaching out and we're sorry to hear you weren't able to get in touch with our team. We can certainly understand the frustration, as you've been anticipating the arrival of your order. We do see our team sent emails on Aug 29, Sept 13, Nov 16 and earlier today providing updates to your pre-order item. We always recommend checking your junk, spam, and promotional folders, as sometimes our email replies can sneak in there instead. 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 your order’s ready to ship item was previously delivered, with the pre-order item 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.
Avoid this place
Avoid this place. Placed an order over a month ago. Just received 1 of 2 items. I have been trying to contact them regarding my other item for multiple weeks with no response. This business is unbelievable.
23 december 2023
Review zonder uitnodiging
Antwoord van 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 has been in contact with you 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. Please note, due to the busy time of year, our Customer Support Team is experiencing a high volume of email requests. To ensure one of our reps can assist you as soon as possible in the future, please note that any additional emails after the initial inquiry result in your message being sent back in the queue each time a new email is sent, resulting in continued delays - especially when sent daily. Should you have any other questions or concerns in the meantime, please don't hesitate to follow up directly in your current email thread.
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