Alighieri Arvostelua 6

Quite possibly one of the worst online shopping experiences ever. Purchased a relatively expensive pendant necklace just under £200. Size was not suitable so I needed to return.

Customers wishing to return items are instructed to contact Customer Service for next steps and before posting, indeed you need clarity on where to send and by what means.

This is where the issues started.... unresponsive customer service team ( they are ''a small team'' by the way so that excuses tardiness), no reply for days....and you only have 14 days to return.. so try to make contact, I DM on their Instagram page... still no reply. So raise a case via PayPal, directed to an email address (which appears to be the company CEO), who is "out of office"... and never a reply to that email to date.

I eventually get a reply advising me how to return, address and at my own cost.

Goods posted back and received promptly, confirmed as received... days go by and a ridiculous number of emails exchanged trying to clarify the refund statis... to no avail. 

They said because I had raised a dispute, Pay pal had already refunded me.... ''or sorry was it that they had already refunded me from their side'' (and here is an ambiguous screenshot showing the transaction is held not refunded)... who knows??!.. .So now I am forced to escalate the dispute to a formal case via Pay Pal to get my money back.... never had to do this before !

This has been an arduous, stressful and almost punitive experience - All they needed to do was press the refund button and resolve this for me.... But no. Seemingly they didn't reply to the Pay Pal formal case either... meaning I have had to wait the maximum period of time for this to be resolved in my favour.

This return experience has felt like a form of punishment for me having the audacity to query with Pay Pal!

I cannot recommend this company and do have a lovely piece of their jewellery from a few years back (purchased via Liberty) but would categorically NEVER purchase from them directly again. 

My advice if you are thinking of buying - just dont do it ( take heed of the reviews and choose better from elsewhere).

Shocking customer service.
My necklace broke after less than 3 years, in circumstances where it was in investment piece that I did not wear frequently. When I reached out in the hope of assistance, after long delays of many days, I finally got through to customer service, who stated that I would have to pay the costs of sending the necklace to them to repair. Given the value of the necklace, this would have been very expensive, not to mention the risk of it getting lost in the post. I received no real help with this (with each email response taking days and days). I was simply told that the necklace breaking was 'wear and tear' and that paying for the postage myself was in their 'terms and conditions'. I am shocked that a luxury brand can treat its customers in this way in a context of their item being of such poor quality. I will not be buying any of their pieces again.

Really poor experience! I bought £250 gold plated hoop earrings and they leave black marks on my ears every time I wear them - and I’ve only had them for a couple of weeks. I own far cheaper earrings that have never caused this issue. For the price, the quality is incredibly disappointing. When I raised a complaint and sent photos of the marks, I was told it was essentially a “me problem” and a rare reaction, rather than the company taking any responsibility! Cheap materials, overpriced product and very poor customer service.

My order never arrived and when I tracked it online, the delivery company had put it in a ‘safe place’ in the bin! The customer service took ages to reply to me and has refused to refund me or send me a replacement. I am £250 out of pocket. Horrendous experience.

I bought a ring for my partner, and after a year of daily wear, it still looks fantastic. The design feels v unique and special. While it was a bit pricey, I am super happy I ended up buying it. Plus, the shipping was fast, which was great.

I bought a brass plated necklace for 250€ from this brand, the clasp broke after only a year of wearing it. The only solution I was offered was to ship it back at my own expense, which is not a good solution for customers outside the UK, as getting fixed locally results in less cost. Overall disappointed with the quality for the high price and handling of the situation when the item broke after this short time.