I have been a loyal customer of Carat London for years, but the way they have handled a manufacturing defect is professionally unacceptable. In March 2023, I gifted my daughter earrings for her birthday that suffered a major structural failure (the prongs snapped off) on the very first wear.The timeline of their service failure:• May 2023: I reported the defect with photos immediately.• Nov 2023: my daughter personally dropped the items at their South Molton St. store. She followed the staff’s instructions to take a photo of the return form as the only receipt.• 2023–2025: Total silence for nearly two years.• Aug 2025: My daughter visited them again, only to be told to "send an email."Now that they have closed all their physical branches, customer service is claiming the photo of the return form (which their own staff told me to take) is "insufficient proof." It is shocking that a brand would take a customer’s property, close their stores, and then refuse to take responsibility for the items in their possession.It has been over two years, and we still have no earrings and no refund. I expected much more integrity and accountability from a brand at this price point. Avoid this company if you value after-care or quality.
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CARAT* London is a British jewellery brand based in the United Kingdom, specialising in affordable & contemporary jewellery.
