Alexa Kelley レビュー 127

Alexa Kelley からの回答

2024年6月6日

Hello, we appreciate you taking the time to share your experience with us. While we always aim to be as transparent as possible with our shipping timelines noted at checkout, we sincerely apologize for the delay of your order. Please know, your feedback is important to us and will be shared with our team as this is not the standard to expect in the future. That said, we do see your shipment has since been delivered and should you have any additional questions or concerns, please don't hesitate to follow up in your current email thread and one of our reps will be happy to assist you further.

Alexa Kelley からの回答

2024年4月25日

Hi, thank you for reaching out us. We want to assure you that we are a legitimate business. We've confirmed you have already received 4 out of the 5 items from your initial order, and we guarantee that the remaining preorder item, along with the items from your second order are currently preparing for shipment and will be on their way to you this week as noted in the email communications. We appreciate your understanding as we handle a significantly higher volume of orders than usual, which may cause a delay in tracking information updates.

Alexa Kelley からの回答

2024年4月4日

Hi Caitlyn. I believe our team spoke with you earlier via social media who explained our customer support software was down for multiple days while our system was updating due to deliverability issues that were occurring the past few weeks. They told you they would send your inquiry over to our Customer Support team today for an update and they did so. Our customer support team emailed you this afternoon to inform you that your preorder item (please see the product page - this item is only available for preorder) was canceled and refunded as requested.

Alexa Kelley からの回答

2024年4月4日

Hi, thank you for reaching out to us. There is no such thing as "fake tracking emails". However, our customer support software was down for multiple days while our system was updating due to deliverability issues that were occurring over the past few weeks. We did take a peak and noticed that your order contained a preorder item, the Ayla Ring (please see website's product page) which, unfortunately held up the fulfillment of your order. Kindly continue the conversation via email with our Customer Support team regarding a possible misunderstanding related to order processing post a disputed payment.

Alexa Kelley からの回答

2024年4月2日

Hi Erin,

We have repeatedly explained that your order placed on 01/18/2024 (*Note - this is not four months) for the Stella Ring (Status: Delivered, Feb 2024) and the Vera Ring, which was a pre-order item with a later shipping date at the time of purchase. Our team offered to rush your processing of the pre-order item and include a complimentary gift as well last week. However, we will not condone or tolerate the name-calling, threats and degrading messages directed and/or sent to our team as you have done to both our social media team via DMs and our customer support team via email over the weekend. That said, your order has been canceled and refunded as stated by the refund notification email that was sent on 03/31/24. Please refer to the refund notification email for further information.

Alexa Kelley からの回答

2024年3月29日

Hi Victoria/Laith,

We will not condone or tolerate the name-calling and degrading messages directed and/or sent to our team as you have done to both our social media team via DMs and our customer support team via email. That said, we have repeatedly explained that your order (placed on 02/08/2024) was for a pre-order item with a later shipping date. Although an item is available on our website, it may have a later shipping date stated on the product page - where, in this case, says that the Ayla Ring will be shipping later directly above the Add to Bag button. Please refer to the order cancellation and refund confirmation email for further information.

Alexa Kelley からの回答

2024年3月29日

Hi Laith/Victoria,

We will not condone or tolerate the name-calling and degrading messages directed and/or sent to our team as you have done to both our social media team via DMs and our customer support team via email. That said, we have repeatedly explained that your order (placed on 02/08/2024) was for a pre-order item with a later shipping date. Although an item is available on our website, it may have a later shipping date stated on the product page - where, in this case, says that the Ayla Ring will be shipping later directly above the Add to Bag button. Please refer to the order cancellation and refund confirmation email for further information.

Alexa Kelley からの回答

2024年2月28日

Hi, thank you for reaching out and our apologies for any confusion surrounding our shipping timelines. As a reminder, the 3-5 days referenced at checkout only refers to the shipping carrier's transit time. This does not include processing time as stated on our website's FAQ page. Our team also sent an email and posted on our website and social media that we were experiencing extended processing time due to the high order volume and arrival of our preorder items. Additionally, we found that you filed a chargeback stating the product was not received after submitting this updated review. However, we do see that the item was delivered prior to the chargeback that was filed per the tracking information and your review, so we will follow up with your bank. Should you have any additional questions or concerns, please don't hesitate to follow up in your current email thread and one of our reps will be happy to assist you further.

Alexa Kelley からの回答

2024年2月21日

Thank you for taking the time to share this. Since this third-party review platform is not associated with our website, we’re unable to identify or confirm any of the details provided. That said, our team would love the opportunity to properly look into this for you. We kindly request that you please contact us using our website’s contact form linked below so we can provide you with assistance in a more meaningful way. Thank you!

https://www.alexakelley.com/pages/contact-us

Alexa Kelley からの回答

2024年2月21日

Thank you for taking the time to share this. Since this third-party review platform is not associated with our website, we’re unable to identify or confirm any of the details provided. That said, our team would love the opportunity to properly look into this for you. We kindly request that you please contact us using our website’s contact form linked below so we can provide you with assistance in a more meaningful way. Thank you!

https://www.alexakelley.com/pages/contact-us

Alexa Kelley からの回答

2024年2月7日

Hello, thank you for reaching out and we’re very sorry to hear about your ring. We do offer a 60-Warranty and can see our team has responded (on 1/24/24 and 2/1/24) to both of your emails with the information to begin a warranty claim but have not heard back. We always recommend checking your junk, spam, and promotional folders, as sometimes our email replies can sneak in there instead. Please be sure to submit the information and photos as requested and our team will be happy to get the warranty/replacement request started for you.

Alexa Kelley からの回答

2024年2月21日

Thank you for taking the time to share this. Since this third-party review platform is not associated with our website, we’re unable to identify or confirm any of the details provided. That said, our team would love the opportunity to properly look into this for you. We kindly request that you please contact us using our website’s contact form linked below so we can provide you with assistance in a more meaningful way. Thank you!

https://www.alexakelley.com/pages/contact-us

Alexa Kelley からの回答

2024年1月10日

Hello, thank you for taking the time to connect with us and we're sorry to hear about your overall experience shopping with us. We can certainly understand the frustration, as you've been anticipating the arrival of your order. We took a quick peek and do see that the rings were being prepared for shipment when the order was flagged after you submitted a return request. Our system detects potentially fraudulent behavior, and as the items were not yet in transit or delivered at the time of the return request, it triggered a hold on the shipment. That said, we sincerely apologize for the confusion surrounding your order’s shipping status. If you have any further questions or concerns with the cancellation and refund of your order, feel free to follow up directly in your email thread, and our Customer Support Team can assist.

Alexa Kelley からの回答

2024年1月10日

Hello, thanks for reaching out and we're sorry to hear you weren't able to get in touch with our team. We can certainly understand the frustration, as you've been anticipating the arrival of your order. We do see our team sent emails on Aug 29, Sept 13, Nov 16 and earlier today providing updates to your pre-order item. We always recommend checking your junk, spam, and promotional folders, as sometimes our email replies can sneak in there instead. We can certainly understand the frustration, as you've been anticipating the arrival of your order. Keep in mind, although an item is available on our website, it may have a later shipping date. We always recommend taking a peek on the product page where, in this case, says that the Ayla Ring will be shipping later above the Add to Bag button. That said, we do see your order’s ready to ship item was previously delivered, with the pre-order item currently being prepared for shipment this week. Should you have any additional questions or concerns, please don't hesitate to follow up in your current email thread and one of our reps will be happy to assist you further.

Alexa Kelley からの回答

2024年1月10日

Hi, thank you for reaching out and our apologies for any confusion surrounding our shipping timelines. We can certainly understand the frustration, as you've been anticipating the arrival of your order. Keep in mind, although an item is available on our website, it may have a later shipping date. We always recommend taking a peek on the product page where, in this case, says that the Ayla Ring will be shipping later above the Add to Bag button. That said, we do see our team has been in contact with you providing status updates and your order’s ready to ship items have since been delivered, with the pre-order items currently being prepared for shipment this week. Please note, due to the busy time of year, our Customer Support Team is experiencing a high volume of email requests. To ensure one of our reps can assist you as soon as possible in the future, please note that any additional emails after the initial inquiry result in your message being sent back in the queue each time a new email is sent, resulting in continued delays - especially when sent daily. Should you have any other questions or concerns in the meantime, please don't hesitate to follow up directly in your current email thread.