Marcellanyc レビュー 273

I ordered a sweater on November 30. It’s now December 18. I had planned on wearing the sweater during the holidays! I’ve contacted them twice. The first time it was get back to us Monday if you still haven’t received it. I contacted them again with no response. Tracking shows it’s at a town around 40 miles from us for the past 2 weeks. I’ll never order from them again and would like a full refund!!

DISAPPOINTED IN CUSTOMER SERVICE- no response-I made a purchase this past Sunday and have an event this upcoming Saturday. I’ve paid for expedited shipping; I’ve contacted the company 3 days in a row asking for an ETA, there have been no responses, I’m frustrated by the whole process. At least get back to me, started shopping for a second option in the event this doesn’t arrive in time.

This is a top flight company. My boots are amazing...! I have all sorts of problems with getting shoes to work for me--and these are fabulous. Plus, the customer service and shipping are fabulous.

I am more than disappointed and frustrated. I love the clothes but the customer service, no phone to call , no chat , no response to my and filling out a support form emails after 3 days. I have referred so many friends to the site and considered being an ambassador but at this point with 0 customer service I would not. I bought 2 items….. both very small on me . I m a small or a medium. I tried to return one top and exchange another top for a large … the return portion of their site would not let me . I tried the next day to continue trying and it was frozen. I love the clothes, the designs are great but Marcella’s needs to expand the back end of their business as far as customer service if they want to stay in business. A few more employees would help a lot.

I personally had an experience with Meer. I was sent the wrong item, and I cannot say how kind, helpful, and amazing— quick to resolution they were. I adore all of their clothing items. I often joke to my friends, I am a designer myself, if I made a collection for myself, their designs would be VERY SIMILAR. I adore every piece they make. If I good only wear Marcella I would. I’ve been a customer for two years now and ADORE THEM! HIGHLY RECOMMEND! GREAT STORE AND BUSINESS, their ethics too— WONDERFUL HUMANS WORKING FOR THEM! Thanks, Marcella! 🖤🫶

After spending over $500, I returned one item for $60. Tried to get customer service to issue a refund, they ignored my 3 emails, and finally said they sent me a gift card to my email, I never received a gift card, and I checked my spam as well. Be Ware, they will take your money, and will not honor a return or exchange. Horrible customer service too! I will open a dispute with my credit card and never shop with them again!

I'm not sure why people are complaining so much about Marcella. I received my order in 3 days and the quality is great. I bought a pair of boots, they're super comfortable and well made. The jewelry is cute and affordable. People expect to get things immediately because they're spoiled by the "conveniences" of overnight shipping from places that run sweatshops. Get over it. If you're supporting and buying from a sustainable brand, chances are it won't be as streamlined as huge corporations (crazy, right?)

I’ve bought from them a few times and the clothes are of great quality. But they use “sustainability” as an excuse to save on shipping cost.

My latest purchase has taken 12 business days and still counting since I have yet to receive my clothes. Their website says it takes 5-10 business days. If you need something for a special event, order it well in advance.

11/17
On Wednesday, I received my dress via FedEx, free of charge. The dress is absolutely stunning and l look absolutely breathtaking in it ( my dude's words not necessarily mine). I hate that this order became such a debacle. I have nothing but praise for the clothes ant the minimalist style they embody. A lot of these misunderstandings are shipping related and could be avoided if they had a customer service phone number. But I have to add 2 stars for the gratis dress although l did originally pay for it.

11/10...

So after apologizing for being out of the office with a personal emergency which caused the delay in reaching out and promising overnight shipping...need I tell you? Didn't happen. The customer service person says someone in shipping messed up and didn't send it out. This was on November 8th so there still maybe time, right? Nope!!So check this out...THEY JUST CANCELLED MY ORDER! Then stated she refunded the money and 'my deepest apologies.' I think that whole thing was a lie. I don't think there was a family emergency, I don't think there was any attempt at overnight shipping as a matter of fact, I don't think there is some huge shipping department where orders get lost. I believe this lackluster customer service comes from the fact, they want to keep all the money don't reinvest in a company or have sufficient staff so those that are there are overwhelmed with the number of orders and logistically it's a whole mess. Hey, check this out I want my FECKING dress!!!! Because the only way to get it in time for NYE is to order NOW! Like today! Becausr this company has more excuses than a man going to jail and l ought to know, I'm a lawyer. Never asked if l still wanted it...just cancelled my order and supposedly refunded my money. It has yet to hit the bank. Now l have to order the dress again, because I want the dress but now the dress is $20 more because it's not on sale anymore. I checked out this site and I noticed that the company's responses are generally a month after people posts negative comments. Also, as someone said, there are only positive reviews on its website. I don't know what is up with this group but something is. It's weird, right? 50% of the time ppl get the merchandise but the other half they don't...absolutely bizarre. But the ratings on their site is like 4.9/5 across the board for everything. I got my first order, the second order is cut loose somewhere in space like the limbo babies. The clothes l received were very nice, tho. Buyer Beware and remember your order could end up out there with the limbo babies.

Caveat emptor! I have bought from them twice. The first time was a little slow so this time l wanted the dress for a special event on 11/11 so l paid for expedited shipping. Well, my dress has been stuck with Fedex in Memphis for a week. I contact Marcella via email. It takes another 2 days and then nothing! I even offered to pay for overnight myself. Again, nothing! From what l see on these reviews, you may get your purchases; and you may not. You may hear back from customer service; then again, you may not. It is very disheartening it was for my big birthday celebration and now l will have to figure something out to wear when l already paid for a dress AND expedited shipping. And the offer of a refund is honestly no resolution at all. I have already spent the money with you and to let y'all tell it, it takes 5-10 working days to get the money. Honestly, l just want the stuff l paid for in the timeframe promised.
And l get the distinct feeling, they absolutely do not care about whatever your situation is.

Update forthcoming

Update-I did hear from a customer service agent via email on Tuesday and they were very helpful and I love my purchases..I did recommend they have a phone number or live chat for customer service, but all in all a better experience than anticipated.

I have tried to reach their customer service department for two days. I put an incorrect mailing address on my package. I emailed and submitted a form with the correct address with no response.The package can not go to address provided. There is no phone number to reach a human being, no live chat, just the email and the form. Am hoping this gets resolved, but as of yet I am a very unhappy customer.

For some reason, Marcella has not posted my feedback on their site. I think they hide lower reviews. I purchased the expensive Lark sweater. It began pilling immediately and is worse after washing. It's too late to return and it was not worth the purchase. I purchased several items from Marcella. I returned the items that didn't fit right away. The customer service was great. And overall I like the idea of their modern designs.

I have bought 4 rather high-priced items from Marcella. Two - I loved. A black top with sheer shoulders and leather leggings. The other items were horrible. I'm stuck w/ one of them - the Minni Top. Was over $70 and I was saving it for a special occasion, so too late to send it back. It's horribly wrinkled and extremely uncomfortable (doesn't lay right). I bought another sweatshirt sheer topped black top that was a bit much for someone my age. I was able to return it b/c it was within the window of time. The items are very expensive and I'm no so sure they're worth the price. Excellent customer service, so that's good.

I just wrote a lengthy review on this company. I hope you received. This company is amazing!!Might take a little time to navigate but once you get customer service they’re great. Couldn’t get coupon to work but I texted them and they took care of it. Workmenship and quality is amazing. Takes time to make quality clothes. NOT made in China. Some made in Bulgaria Look at the workmanship! I bought 1 item then another then another. So far. 5 items. Some I had to exchange size because of my body and the fit. This company is Fantastic!!

Marcella has the most unique clothing and product selection that you don't see everyday. Their clothes are true to size and I appreciate the lengths are good for taller people.

The customer service is the best as whenever I've contacted them, I receive a prompt and personalized response to resolve issues.

They also have meaningful sales providing opportunities for those shopping on a budget.

Buyer beware. Personal experience: I have a 50% success rate with Marcella NYC. The first time I ordered from them, it was delivered. The items were fine- I would give them 4 stars for the items received. The second time I ordered, I never received the pair of pants even though Marcella said it was delivered on Sept 11. I do not know where it is or if they even bothered to ship it. Customer service kept insisting it was delivered even though I never received anything.

I found out they have 2 shipping facilities- one from the US (my first order), one from Bulgaria (second order). I don't know which items on their website are located at either facility.

From reading Marcella's responses from other reviewers with similar issues, their excuse is that they are a small company, with limited resources. That's not a good excuse. I've had more positive experiences with Etsy small businesses.

At best, you may have a 50% shot at receiving what you paid for.

Update 9/20- I received a notice saying my money would be refunded. Hopeful, but I'll believe it when the bank statement shows it.

I have no idea how Marcella NYC receives mediocre reviews. My experience was nothing short of perfect - timely responses, kind employees, & helped with getting my order out the door. I spoke with Meer, the head of Customer Experience, who is an absolute delight. The attentiveness I received will keep me as a customer because the company’s mission & their people are fantastic. Looking forward to receiving my order!

I would give the Mila dress 5 stars except my $20 discount disappeared when I got to the order page. The dress came 3 days later and is beautiful. But the following day after its arrival, it went on sale for $117.30. I've contacted them now 3 times and haven't heard back once. I'm very, very disappointed and may just send the dress back because of this.

Today, 10/15/24, I received an email giving me my adjustment. While it took more than 2 1/2 months and I never heard anything in-between, I'm very happy to have received the adjustment.

I have bought many pieces from Marcella--high quality, well-made stylish clothing that I received quickly and I receive compliments whenever I wear their pieces. This is a really great company with a pledge to sustainability and when you buy clothes from here rather than fast fashion, you are helping the planet and empowering women as they provide a living wage with full benefits to their almost all-female team who make the clothing and they partner with a charity supporting girls going to school in sub-Saharan Africa. When you buy these clothes, you are supporting these ideals. The clothes are made in Bulgaria with an NYC aesthetic. If you reach out to customer service; they are excellent. They have helped me with just about anything from redeeming my Glow Points rewards, USPS shipping issues and they have resent merchandise--offering solutions and/or alternatives and always going above and beyond! I'm shocked to read some of these reviews. Their Happy Returns service are the easiest returns I have ever had from any company. They work hard to please the customer and I was always more than pleasantly surprised and they always had such a human touch--so helpful and personable at the same time that they made what it is usually stressful, a pleasant experience that I actually enjoyed. I can't rave enough about Meer--Meer is the absolute best.

If you return they send you a shipping label which can’t be printed out, because it’s a USPS/ Fed Ex combined. Come on it’s a new century give people returning a damn QR code.

I am trying to order a full price handbag for $198. The website sent me 2 different promo codes for. $15 and $20 off. NEITHER ONE works. I saw a complaint from someone else regarding the same issue and they said it was resolved. How? I refuse to order until this is corrected