Review Time
Unfortunately my experience with Sarah and Sebastian was terrible. My necklace broke the first time I wore it and thanks to a passing pedestrian who saw it I would never have realised. As I was near my jeweller I got him to try and fix it but he informed me that it will continue to break & it did before I left store! He told me it was impossible to repair as it would need too many points of resoldering to (hopefully)make secure. The jeweller said it was so poorly made he advised to return it to S&S, which I did.
I was honest and told them the advice I was given., they sent it away and then received a emailed response from Customer Service that it would be $160 to replace the chain.
Now let's just refresh I had worn this $700 + necklace once paid to try and get it repaired, yes I should have gone immediately back to S&S but did not want to drive all the way to Chadstone.
Anyhow already over priced this necklace was certainly not worth the original $700 so to be told to spend another $160 , with no guarantee it wouldn't happen again was unbelievable. For if it did happen again I might not be so lucky as to find it again.
I think, in good faith S&S should have replace necklace for free. So now the result is I have told my friends/ family, you who have read this to purchase at your own risk, wear at your own risk. There are so so many good jewellers out there go somewhere else. Don't fall into the great marketing, glamorous shop front, the cute packaging trap. Don't be the fool that I was. You work hard for your money, jewellery is usually purchased for a special reason don't be so disappointed as I have been. It's left, what should have been a happy memory into a complete disillusion disaster.
Don't fall into the traps of this brand.
Proof that their products are of poor quality:
I received a bracelet for my 40th birthday. 8 months later, and while still under warranty, it broke, and I almost lost it. They repaired it for free.
2.5 years later, the same breakage happened, and I almost lost it again. They repaired it again. I paid for the repair.
3 weeks later, it broke again. Almost lost it again.
Given that the bracelet broke 3 times at the same spot in just 3 years despite being repaired twice, I obviously lost total trust in the quality of both the bracelet and the provided repair. Wearing this bracelet again would for sure result in losing it at some point.
After some research, including on this page and on other websites, I found out that many people are complaining about their products' quality, and especially their bracelets. It looks like many people had the same experience as me.
Proof their customer service is terrible:
It took me about 10 emails and sharing ACCC guidance for them to finally understand why I wouldn't accept a new repair as a fair resolution. It was utterly painful. They just ignored that the same breakage which happened 3 times including under warranty, and that their team failed twice to repair it.
When raising ACCC guidance, they finally conceded to give me a voucher. I was not enthusiastic, as I obviously have no trust in this brand anymore, but I accepted, as I wanted to end this case. I checked their website many times for many weeks. I excluded all necklaces and bracelets to avoid facing the same quality issue. I saw a ring, but it was out of stock. I waited for a couple of weeks and contacted them, asking if the ring would be restocked. What mattered to me was to get some value back out of the gift my friends had given me. Indeed, I am very attached to how much care they put in spoiling me for my 40th birthday. They informed me that the ring was permanently discontinued. However, there is until this date still nothing else on their website I would want to buy for either for budget, quality trust issues or just personal taste reasons. I therefore asked to convert the voucher into a refund. I explained that getting a voucher I couldn't use was an ineffective solution and was taking the value of the gift I had received away from me for unfair reasons, and related to some quality default that started under warranty, and which they failed twice to fix.
Up until today, they still refuse to recognise that they didn't provide any effective solution and that the bracelet is faulty. I am therefore left at loss of the value of the gift I received for quality reason.
All throughout, they remained absolutely cold and deaf to my concern. I feel incredibly sad because I am very attached to this gift, the issue clearly comes from a quality default and I am now left with a value that is taken away from me.
They sell jewellery. Jewels are highly emotional items and are supposed to last forever. They clearly don't care about how well they fulfil this basic mission.
Charlotte is a fantastic customer service representative - i've also dealt with Mikaela in the past and both have been absolutely amazing. Assests to your team & truly make the buying experience great
I spent $400 on a small cartilage earring from the company and had it installed by one of their team members. I was extremely careful not to touch it. Within a month, it fell out. In a panic, I searched my home thoroughly and eventually found both parts of the earring. After that incident, I returned every two weeks to have their team tighten it to prevent this from happening again. However, even after being professionally tightened, the earring fell out again in less than two weeks. This time, I wasn't as fortunate; the piece was lost and I couldn't find it. Before my experience with this company, I had a cartilage earring from another brand in the same piercing for months without any problems. Unfortunately, despite its beauty, my earring from this company fell out twice and was gone within two months of purchase. For $400, the quality of the fastening is simply unacceptable. I feel like I wasted my money. The support team was sympathetic but ultimately unhelpful in resolving the issue. I’ll be avoiding this company from now on and returning to the other brand!
I have been a loyal customer for several years, and this was my first experience with the Archive Sale. I bought a pair of earrings, but the product page did not clarify that the item was sold as a single piece. I only found this out after my order arrived. When I reached out to customer support, I received a response from a representative that included the phrase “chat gpt said” at the top of the email, which seemed like a copy-and-paste error. It was disheartening to see that a long-time customer's inquiry was addressed with such a lack of attention. Moreover, the response did not provide any solutions or assistance. It only expressed regret, without any suggestions for resolution. I am very dissatisfied with the quality of customer service.
As a long-time customer, I was excited to buy from a recent sale for the first time. I ordered a pair of earrings, only to find out upon delivery that it was sold as a single piece, not a pair, as the product description failed to mention. When I reached out to customer support, I received a response from a representative that included an odd reference to 'chat gpt said,' suggesting a lack of attention to detail. The reply was unsatisfactory, offering no solutions or assistance—just an apology. This experience has left me quite frustrated with the level of customer service.
Having collected jewelry from this brand for nearly a decade, I can confidently say their quality continues to improve. As a nature photojournalist passionate about the ocean, I admire the artistry in each piece and the brand's commitment to marine conservation. While some items are on the pricier side, I feel justified in my investments, knowing the brand aligns with my values. I've shopped both online and in various stores, enjoying exceptional service each time. Recently, I was pierced by a talented staff member, who made the experience almost painless. The team also ensured a piece I ordered online was ready for pickup during my appointment, showcasing their dedication to customer care. Every visit reaffirms my loyalty to this brand.
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