I placed an order of jewellery at Ellis Grey Jewellery at the start of December 2024. Unfortunately, my order never arrived, and despite numerous attempts to get in touch, I have received no response.I’ve emailed them over 15 times, sent messages via social media and their website. I've also left comments asking for a response via Instagram but none of these have been acknowledged. In fact, I’ve noticed that any comments I (or others!) leave asking for a response to orders not arriving are swiftly deleted, which is incredibly frustrating. It's clear that customer service is non-existent, and they are actively ignoring their customers.While I completely understand that things can get lost in the post, especially during the busy holiday season, the lack of communication and the failure to resolve the issue is inexcusable. I genuinely wanted to support a small business, but this experience has left me extremely disappointed. I’m sharing this review to hopefully prevent others from going through the same frustrating experience.I sincerely hope the company takes responsibility and responds to the ongoing issues.Update following Ellis Grey’s response (one year later):The implication that my comments on Meta platforms were removed because they were not “family friendly” is incorrect. My comments were simple and polite, along the lines of: “Is there someone I can speak to regarding an order that hasn’t arrived?” Similar comments from other customers asking about missing orders were also removed. It is clear they were not filtered out by the platform as they were sometimes up for hours before being deleted.I have also respond to Ellis Grey’s request for information and provided my order number from one year ago. Saying “feel free to email us” is a little frustrating, as I sent over 15 emails chasing this order with no response whatsoever.Also, after Ellis Grey posted their response to this review, I received a notification from Trustpilot stating that the company had reported my review as defamatory and requested its removal. Trustpilot has since allowed the review to remain as it was found not to be defamatory, just an accurate representation of my experience.This issue dates back over a year. At this stage, transparency and accountability would have been far more constructive than disputing a genuine customer experience. Acknowledging mistakes and improving customer service would likely do more for the business than attempting to discredit valid feedback.
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