Custom Collective Reviews 1,185

Reply from Custom Collective

Dec 23, 2025

Hi Carrie,

I am so incredibly sorry for the frustration this has caused. I completely understand why you’re disappointed; when you’re told an item will arrive for Christmas, that is exactly what you expect. It’s disheartening to feel let down, especially with holiday gifts.

I wanted to reach out personally to give you the most honest update from our team. We have been working around the clock to get orders out, and I can confirm that all orders placed by our December 8th cutoff have now been dispatched and handed over to our shipping providers.

Right now, we are in a bit of a difficult spot where we are waiting for our service providers to sync the tracking numbers back to our system. Because of the extreme holiday peak, there’s a delay in these numbers being generated and updated on the customer side, even though the packages are already on their way.

We definitely haven't ignored your emails—our small team is just buried trying to get through the holiday rush. We sincerely ask for just a bit more of your patience while these tracking links update. We’re doing everything we can to get your gift to you.

Thank you for your patience and for giving us a chance, even though we've fallen short of your expectations this time.

Reply from Custom Collective

Dec 23, 2025

Hi Lando,

I am so incredibly sorry. Reading your feedback, I can see exactly why you feel frustrated and misled, and that is the last thing we want for you—especially with a Christmas gift on the line. I’m not using a script here because I want to be completely honest with you about what is happening behind the scenes.

Our team has been working around the clock to meet our December 8th Christmas cutoff. I’ve checked our logs, and all orders placed by that date have been crafted and handed over to our shipping providers.

The delay you’re seeing in your tracking is due to a major bottleneck at the hand-over point. Because of the holiday peak, our service providers are experiencing "replication delays," meaning they have the packages, but their system is lagging significantly in generating and updating the tracking numbers (TNs). We expect your order is in one of these batches currently waiting for the system to refresh.

To be fully transparent on how we work: our custom pieces take 8–10 business days to meticulously craft (excluding weekends). From there, standard delivery is usually 7–10 days, while Express takes 3–5.

I want to find out exactly where your specific necklace is right now. Could you please send us an email with your order number? I will personally investigate the hand-over status and see why your tracking hasn't updated despite the upgrade to Priority Mail.

We know this is a stressful time of year, and we sincerely ask for your patience as we push our providers to get these numbers live. We truly value your business and want to make this right.

Reply from Custom Collective

Dec 23, 2025

Hi Kyle,

I am truly sorry for the stress and frustration this has caused. We know how much it means to receive your holiday gifts on time, and it’s clear we’ve let you down with our communication. Please know that we are a real team here, and we genuinely value the trust you placed in us.

To give you the most honest update on your order: Because you ordered on December 7th (just before our holiday cutoff), your package has been meticulously crafted and handed over to our shipping provider for delivery.

Right now, we are in a difficult spot where we are waiting on our service provider to generate and sync the tracking numbers for this latest batch of shipments. Because of the peak holiday volume, there has been an unforeseen delay in these numbers appearing in our system, which we know looks like a lack of progress from your end.

We’ve reached out via DM on social media to keep you updated, but we sincerely ask for just a bit more of your patience as the carrier processes these labels. We are working around the clock to ensure your order arrives safely.

We truly value your support and hope to turn this experience around for you.

Reply from Custom Collective

Dec 23, 2025

Hi Kassi,

I am so incredibly sorry to hear that you haven’t received your necklace or a resolution yet. I can only imagine how frustrating it feels to be waiting on a package, especially this close to the holidays. This isn't the experience we want for you at all.

Because our items are custom-made and we’re currently in the middle of our busiest season, things are moving a bit challenging than we'd like—but that's no excuse for you feeling ignored. We genuinely want to make this right.

Could you please send us an email at hello@customgoods.co with your order number? If you reach out there, I can personally dig into the status of your necklace and see exactly what's happening.

We truly appreciate your patience and for giving us the chance to look into this for you.

Reply from Custom Collective

Dec 23, 2025

Hi Mike,

I’m really sorry for the stress this has caused. I know how important holiday timing is, and it’s clear we’ve let you down with the lack of communication. Please accept our sincere apologies for that vague update you received earlier; that isn’t the level of service we aim for.

I want to give you a clear look at what’s happening with your order: Since you ordered on December 7th (before our Christmas cutoff on the 8th), your package has been finished and handed over to our shipping partner.

Right now, we are in a bit of a waiting game with the service provider to get the tracking numbers synced back to our system. Because of the holiday peak, there’s been an unexpected delay in them generating these numbers, even though the packages are already in transit.

We are pushing them for these updates every hour so we can get that tracking info to you. We truly appreciate your patience while we navigate this holiday rush, and we’re doing everything we can to get your order home.

Reply from Custom Collective

Dec 22, 2025

Hi Deborah,

I am so incredibly sorry for the delay in getting back to your messages. We’ve been experiencing a much higher volume of inquiries than usual this peak season, and while we are working around the clock to catch up, I realize how stressful the silence can be when you’re waiting on a holiday gift.

I’ve personally looked into your order to provide some clarity. To ensure every custom piece is crafted with the care it deserves, our standard production takes about 8–10 business days. Your order was placed on December 13th and moved into production on the 15th.

We always want to be as transparent as possible about these timelines, which is why we list the full production and shipping breakdown in our FAQ section. To ensure holiday arrival, our guaranteed Christmas cutoff was December 8th. Since your order was placed after that date, it is still currently being meticulously crafted by our team.

As soon as it is finished, it will be handed over to our express courier (3–5 business days) to get it to you as quickly as possible. I truly hope this helps clarify the status of your piece. We appreciate your patience more than we can say.

Reply from Custom Collective

Dec 23, 2025

Hi Gina,

I am so incredibly sorry for the experience you’ve had. I completely understand your frustration—ordering something in November and not having it by December is not the experience we want for any of our customers.

To be fully transparent, we hit a major roadblock when your initial package was lost in transit. We only discovered this after investigating the delay, and as soon as we realized what happened, we immediately started a remake of your necklace to make things right.

Since our pieces are custom-crafted, it does take a little extra time to get them perfect, but a new package has been sent out and the tracking number we shared is active.

We know the holiday season is a high-stakes time for gifts, and we sincerely ask for your patience as we work to get this replacement to you. We're a small team doing our best to navigate these peak season shipping hurdles, and we truly appreciate you giving us a chance.

Reply from Custom Collective

Dec 23, 2025

Hi Christian,

I am so sorry for the frustration and for leaving you feeling in the dark about your wife’s gift. I completely hear you—ordering as early as November 28th should ideally mean a stress-free experience, and I’m genuinely sorry we’ve missed the mark on keeping you updated.

I wanted to reach out personally to give you the most current update from our team. All orders placed up to our December 8th Christmas cutoff have now been fully processed and handed over to our shipping providers.

The reason your status hasn't updated yet is that we are currently waiting for our carriers to sync the tracking numbers back to our system. Because of the heavy holiday peak, there’s a bit of a delay in their system generating those numbers, even though the packages are already on their way.

We are a small team doing our absolute best to get these out the door, and we sincerely ask for just a little more of your patience while the tracking catches up. We truly want this necklace to be a special part of your holiday. Thank you for being patient with us during this busy season.

Reply from Custom Collective

Dec 19, 2025

Hi Elizabeth,

I am truly sorry to hear about your experience and the frustration caused by the delay in your order and our communication. This is certainly not the holiday experience we want for you, and I completely understand why you feel disappointed.

Please accept our sincerest apologies. We are currently experiencing an unprecedented volume of inquiries, and while our team is working around the clock, we realize we haven't met the mark in getting back to you as quickly as we should.

I have personally looked into your order status: I’m happy to share that your ring has already been shipped and is currently with our delivery partner. We are just waiting for the tracking number to sync with our system so we can provide you with an update. As soon as that becomes available, you will receive an automated email notification with all the details.

We are doing our absolute best to respond to every customer as quickly as possible during this peak season. We appreciate your patience more than we can say, and we are committed to making sure your order reaches you.

Thank you for your understanding.

Reply from Custom Collective

Dec 19, 2025

Hi Ty,

Thank you for reaching out, and please accept our sincerest apologies for the delay in getting back to you. We completely understand your disappointment; we know how important it is to receive holiday gifts on time, especially one intended for your wife. It is never our intention to leave a customer feeling unheard.

We are currently experiencing a much higher volume of inquiries than usual, but please be assured that our team is working around the clock to respond to every message as quickly as possible.

Regarding your order, I have personally looked into the status for you. I am happy to share that your package has already been shipped and handed over to our delivery service provider. We are currently waiting for the tracking number to sync with our system and become available. As soon as it updates, you will receive an automated email notification with all the details.

We kindly ask for your understanding and patience during this exceptionally busy holiday peak season. We are doing everything in our power to ensure your gift arrives in time for Christmas.

Thank you for your patience.

Reply from Custom Collective

Dec 19, 2025

Hi Jocelyn,

I am truly sorry for the frustration and anxiety this delay has caused you. We understand that this necklace is a special gift, and the last thing we want to do is hinder the joy of your holiday season. Please accept our sincerest apologies for the silence from our support team; we are currently experiencing a very large volume of inquiries, but we are working around the clock to ensure every customer is heard.

I would like to provide you with an update to ease your concerns. Our standard timeline for handcrafted custom pieces, including delivery, is typically 2–3 weeks (excluding weekends).

Upon checking your order status, I am happy to confirm that your necklace has been completed and handed over to our shipping provider. It is officially on its way to you! We have sent a follow-up email to your inbox containing your tracking number so you can monitor its progress directly.

We are a genuine team doing our best to meet the high demand of the holiday peak season, and we promise we are not a scam.

Thank you so much for your patience and for choosing us for your gift. We hope the necklace brings a smile to your loved one's face.

Reply from Custom Collective

Dec 19, 2025

Hi Christian,

I am truly sorry to hear about your disappointment, and I want to sincerely apologize for the stress this has caused. As a fellow small business owner, I completely understand how important these gifts are to you, and it heartens us that you chose to support another small business this season. I’m deeply sorry we’ve let you down on this occasion.

We are currently experiencing a very high volume of inquiries, and while we are doing our best to respond to everyone as quickly as possible, I realize the wait can be frustrating. Please know we are working around the clock to get back to every customer.

To provide some clarity on your orders:

Order placed Dec 1st: This order has officially finished production and has been handed over to our shipping provider. It is currently on its way to you! We have sent a follow-up email with your tracking number so you can monitor its progress.

Second Order: This piece is currently in the final stages of production and will be shipped out very shortly.

Because our items are custom-made, our standard timeline (production + delivery) is typically 2–3 weeks (excluding weekends). We are doing everything in our power to speed this up during the holiday peak, though we realize the timing is tighter than you expected.

We value your feedback immensely as it helps us improve our communication regarding deadlines.

Thank you so much for your patience and understanding during this busy season.

Reply from Custom Collective

Dec 19, 2025

Hi Jessica,

We are truly sorry to hear about your frustration regarding the communication and delivery of your gift. We understand how important it is to receive orders on time, especially during the holiday season, and we sincerely apologize for the stress this has caused.

To provide some clarity on the timeline: your order entered production on November 26th. Our handcrafted process typically takes 8–10 business days excluding weekends, after which the item is promptly handed over to our shipping partners. From that point, standard delivery usually takes 7–10 business days depending on your location.

We have sent an email to you with your tracking number so you can follow the progress. Please understand that once a package is in the hands of the courier, the specific movement of the parcel is unfortunately beyond our control—particularly during this peak holiday period when carriers are experiencing heavy volumes.

We also want to acknowledge your feedback regarding our contact methods. We are currently experiencing a very high volume of inquiries, and while we are working around the clock to respond to everyone as quickly as possible via email, we understand how this wait can be frustrating.

We are a small team doing our absolute best to make the holidays special for everyone.

Thank you for your patience and understanding.

Reply from Custom Collective

Dec 16, 2025

Hi Jack,

Thank you for reaching out, and please accept our sincerest apologies for the frustration this has caused. We understand how important it is to receive your gifts in time for the holidays, and we are truly sorry that our communication has fallen short of your expectations.

We are currently experiencing a much higher volume of inquiries than usual, but please rest assured that our team is working around the clock to process every order and respond to every message as quickly as possible. Regarding the "incorrect email error" you encountered, we would like to investigate this immediately to ensure you can track your package successfully.

We want to make this right. Please send an email to hello@customgoods.co with your order number or the full name used for the purchase. This will allow us to pull up your file immediately and give you a definitive status update on your production and delivery timeline.

Thank you for your patience and for giving us the chance to fix this.

Reply from Custom Collective

Dec 16, 2025

Hi Luke,

I am so incredibly sorry for the frustration and worry this delay has caused you. We truly value your patience, especially during the busy Black Friday season, and I sincerely apologize that our communication has fallen short of the experience we want to provide.

I have personally looked into your order and want to provide you with a reassuring update. Your order is officially complete and has already been handed over to our shipping service provider. While the package is currently in their system and moving toward you, there is often a short delay before they generate the tracking number for us to share. We are monitoring this closely and are just waiting for that link to become active. As soon as it is available, we will notify you immediately via email.

We understand your concern about the December 19th timeline, and we are doing everything in our power to ensure the hand-off is as seamless as possible. Thank you for giving us the chance to make this right.

Reply from Custom Collective

Dec 16, 2025

Hello Haylie,

I am truly sorry to hear about the frustration and disappointment this delay has caused, especially as this was intended to be a special Christmas gift. It is never our intention to make a customer feel misled, and I completely understand why you are upset given the expedited shipping you purchased.

I have personally looked into your order, and I want to provide you with the most up-to-date information: Your order has been processed and officially handed over to our shipping partner. While the package is already in their possession, we are currently waiting for the tracking number to sync with their system so it can be sent to you. As soon as that number becomes available, we will notify you immediately via email so you can track its progress.

We value your business and your trust. Please keep an eye on your inbox for that update, and if there is anything else we can do to assist you in the meantime, please reach out to us directly.

Reply from Custom Collective

Dec 9, 2025

Hi there Janis, thank you for bringing this to our attention. We’ve carefully reviewed your order on our end, and we can confirm that there was no email address provided on the order form. The only contact information entered was a phone number, which is where we sent the order confirmation message.

As also explained in our email when you reached out, your custom piece began crafting on December 3, and the creation process takes 8–10 business days (excluding weekends) as outlined in our store policy. Once completed, your order will ship via standard delivery, which typically takes 7–10 days, depending on your location.

We completely understand your concern, and we’re here to help every step of the way. If you have any other questions or need further assistance, please feel free to reach out to us anytime. We're more than happy to assist.

Reply from Custom Collective

Dec 5, 2025

Hi Sara!

Thank you for bringing this to our attention, and we sincerely apologize for any frustration this situation has caused.

As per checking our records, your order placed on November 19 reflects 2 Silver and 1 Gold bracelets, exactly as indicated on the order form submitted. Since all custom pieces are crafted based strictly on what is entered on the order form, we rely on this information to ensure accuracy.

We also noticed that your first message regarding this concern was sent on December 3, which is beyond the timeframe when adjustments can be made. At this stage, your custom pieces were already nearing completion, and unfortunately, we can no longer revise the materials.

Please note that this delay in reaching out may have contributed to the miscommunication, as timely updates are essential for custom orders.

That said, we truly value you and want to ensure you feel heard and supported. If there’s anything else we can do to assist you or improve your experience, please let us know—we’re here to help.

Reply from Custom Collective

Dec 19, 2025

Hi Sydni,

We are blushing! Thank you for such a thoughtful review. We love that our jewelry has become a part of your daily life—from workouts to nights out. Quality and intention are at the heart of everything we create, and it’s wonderful to know that resonates with you. Cheers to many more years of style and sentiment!

Reply from Custom Collective

Nov 29, 2025

Hi Cole, thank you so much for the review!
We’re so glad you love the quality — it truly means a lot to us. If you ever need anything or want to explore more pieces, we’re here for you! 💛