I rarely write reviews, but my experience with this company was so disappointing that I feel compelled to share it.I ordered the "Round Box Chain Necklace" in March of this year. Initially, everything was fine, and I was satisfied with the product. However, after just five months of light use, the clasp broke. I contacted Mejuri, and they offered to replace the chain upon return. Since I live in the UK, I had to send the chain back to their location in Canada, which I did.In September, about three weeks after shipping it, I received the replacement chain. This time, I was extremely careful with the clasp and only used the necklace twice. On the second use, the clasp broke again. I reached out to Mejuri once more and requested a full refund, as I no longer wanted another replacement. Initially, they only offered a store voucher. After numerous emails and frustrating chat conversations, they finally agreed to issue a refund.Three weeks later, I was shocked to receive an email stating that a replacement chain had been approved and would be sent instead. I immediately emailed them again to address the issue, but they haven’t responded. Their replies now take over four days, and their chatbot is constantly offline, leaving me unable to resolve the matter.I will never purchase from this company again. The products are poorly made, and their customer service is appalling. Save yourself the trouble and avoid Mejuri at all costs.REPLYING TO MEJURI reply:This is exactly what I'm talking about, Mejuri just said "Although this is our busiest time of the year, you absolutely should receive a response to address your concern with a replacement chain being sent instead of the refund as promised". Why would you send a replacement chain instead of the refund as promised????"If you'd be open to it, we'd like to look into this matter directly to get this sorted for you as soon as possible. Please follow up with our request for more information, and we will be in touch from there." I have already done this repeatedly and you haven't replied, I told you specifically in no circumstances to send a replacement chain and you just admitted above that you did. What is going on? I wouldn't be writing a review on TrustPilot if you had been in touch. 15th DecemberMejuri has now said it will issue a refund, I will update once I receive this. 24th DecemberDespite being sent an email to confirm I would receive a refund I still have not. What I have had is another confusing email from "Ana from Mejuri’s Customer Experience Team". I will paste the contents below, on two occasions I was told I would receive a refund and this morning they have changed their minds again. I will continue to update as the situation unfolds."I understand that you are still waiting for an update regarding your situation, and I sincerely apologize for any inconvenience this may have caused you. It appears that you did not wish to receive a replacement for this item due to the difficulties you have encountered with it in the past. I completely understand your concerns and appreciate your patience throughout this process.To address your needs, I have taken the initiative to send you a separate email which contains the return labels. These labels will allow you to conveniently return the item without any additional hassle. Once we receive the returned item in our facility, we will promptly process the return and issue store credit for you. This store credit will enable you to purchase something else that better suits your needs and preferences."2nd Jan 2025New Year, New Mejuri ... not. So when Mejuri offered to refund my order the email said it would take up to 10 working days to be deposited into my account. Its now been more than 10 working days so I contacted Mejuri today. Upon speaking to an agent this is the response I have received: "I confirmed the order details, we issued the refund correctly back on December 16th, as the 10 business days have passed already, we recommend to contact your bank institution directly to confirm what the status of the refund is."So to be clear, it's now my banks fault I haven't received the refund and I should check the status of the refund with them. Excellent. I've asked again to be contacted by the "specialized customer agent" team. Will keep you posted on progress.
Claim your business profile now and gain access to all features and respond to customer reviews.
Handcrafted fine jewelry for the everyday. New editions each week. Free Shipping and returns + $100
