My order came but it was out of order
My order came but it was out of order. I’ve been trying to contact them but they won’t answer me. It’s been a week now and nothing. This is ridiculous
6 October 2025
Unprompted review
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Company details
Written by the company
Shop great custom jewelry of timeless beauty and elegant design that will last forever. Enjoy customizing your name, word or date with various pieces. Enjoy gifted shipping when getting something for you and someone you love.
Contact info
Switzerland
- info@kenzella.com
- kenzella.com
2.6
Poor
9 reviews
Hasn’t replied to negative reviews
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3 silver necklace with 3 names and a date on it
I ordered 3 necklaces from y’all two of them were right and one was messed up it should have had Tammie,Angie,Lisa and a date on it .It has Angie,Angie,Lisa and 10-1124 with B/F/F and it should of had Angie,Tammie,Lisa with B/F/F 10-11-24.I would like to get it replaced please let me know if I can.
31 December 2024
Unprompted review
Best customer service…ever!
I’m usually very apprehensive about buying online as I’ve had some less than pleasant experiences in the past with products looking totally different from what was advertised and no response from their contact address. I’ll try to keep this short but, bottom line, Kenzella has the best customer service I have ever experienced from an online store.
Initially my order was taking longer to arrive than I had anticipated and on day number 13 I contacted Kenzella to let them know that the tracking link didn’t work and that I hadn’t yet received anything. They got back to me the same day and informed me that the package had already arrived in my country. Sure enough the next day I received it in the mail. When I opened it, I realized I hadn’t included the free engraving in my order. I sent an email asking if I could pay to resend the product and have them do the engraving and then send it back. Their response: “Don’t worry about sending the product. Just send an email with what you want engraved and we’ll send you a new one”. 😱
I mean, who does that!?!? I’ve never come across an online store that cares this much about their customers. You honestly can’t go wrong.
-Aiki
19 August 2021
Unprompted review
Reply from kenzella.com
Hey !
Thanks a lot for this review ! We do care a lot about our customer and when they are nice and polite there's no reason to not treat them well. Thanks again for shopping with us !
place my order since early july urm its…
place my order since early july urm its not here yet n i get NONE EMAIL OR UPDATE ABOUT IT PLEASE DO SMTG SRSLY
15 August 2021
Unprompted review
Reply from kenzella.com
Hey !
We sent you all information needed for your order and tracking number. We checked and find out that the package has been refused at delivery. We sent you an email to fix this but hasn't received any answer yet.
If you really want something to be done we are waiting for you to manifest yourself.
best
Disappointing.
I am yet to receive my order, I have tried to make contact about it not arriving and still haven't been responded to. Very disappointing.
27 April 2021
Reply from kenzella.com
Hey !
We should have received your email, this is not supposed to happen. I will ask the team to check your order and contact you with an update and a solution as you should have been delivered long ago indeed.
We apologize for the situation
Kenzella team
Reply from kenzella.com
Hey !
Thanks a lot ! it's comforting to read those kind of reviews !
The delivery follow up is bad
The delivery follow up is bad. Asking me for Chinese address for few times. Delivery delay. When I received the parcel, the packing is so bad. Just a dirty plastic bag wrapping the little box. I don’t expect such customer experience in fact.
25 April 2021
Reply from kenzella.com
Hey!
We ask for your Chinese address to be sure that SF express deliver correctly as in the past some order were lost. Thanks for never replying to our email by the way.
Your order was shipped in the time frame mentioned and delivered in 4 days to your house. 2 weeks in half from the day you ordered to the delivery, which is fast for made-to-order jewelry.
The dirty plastic bag is called a Bubble mailer, meant to protect your jewelry rather than being beautiful, you bought jewelry, not a bubble mailer. The box is little cause there's no need to wrap it in a bigger box. It would be such a waste and also bad for the environment. There was also a little card to thank you.
We can understand that waiting for something you bought is annoying! We wish we could make and ship our products faster, but it's impossible.
Please avoid writing such wrong reviews, that make us pass for a company that does care and ship product in plastic bags from food store.
Kindly
Kenzella team
I haven’t received my order yet
21 January 2021
Reply from kenzella.com
Hey ! Laura
Sorry, the email was sent to early. Your order is getting process and will be delivered soon. If you need more details don't hesitate to contact our support team at info@kenzella.com
Kind regards,
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