Everything is great untill you to contact customer service
Last year I purchased two bracelets from Rachel Galley and was initially impressed with the quality of the pieces. However, my experience with their customer service has been incredibly frustrating. July 2024, I contacted customer service regarding two tarnished bracelets and was initially provided with a prepaid label to return them for cleaning. Unfortunately, after sending the items, communication became severely lacking. Despite repeated attempts to follow up, I received vague responses, excuses, and delays.
After a month of waiting, I was informed that my jewelry had been found and that there would be a £20 cleaning fee. Given the level of inconvenience and frustration I had already experienced, I opted to have the items returned to me uncleaned.
To my further disappointment, the jewelry was returned in a single TJC box, rather than the original Rachel Galley boxes I had sent. When I inquired about the missing boxes, I was met with more delays and excuses.
This entire ordeal has been ongoing for an unacceptable amount of time (September 2024). I am extremely dissatisfied with the customer service I have received from Rachel Galley.
Date of experience: September 21, 2024
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