Never received my order. The dress was listed as ‘in stock’ and so I gave it the 5-8 day delivery window before reaching out to customer service. Never received a reply. Reached out a second time (via... See more
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The headband popped up in my Facebook feed & I hadn't seen it before so was interested. With a considerable sale, it was still $40 with shopping. Little did I know, almost identical headbands are sell... See more
Company replied
I will admit I am a bit hesitant about buying from a new vendors on line, but the Starlet robe was just do tempting and on sale. I reached out to customer service, asked a few questions, then... See more
The two items I received are unique and attractive. Also well made. The shipping times were slow. The package seemed to sit waiting to ship for a very long time. The company should try to improve that... See more
Company replied
Company details
Written by the company
Original creations, vintage-inspired designs, and curated items selected from around the world
Contact info
9124 Beverly Blvd, 90210, Beverly Hills, United States
- 2133946050
- service@nicolettacarlone.com
- nicolettacarlone.com
3.5
Average
150 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 66% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
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They stole my money and cannot make the items they are selling!
I ordered a customized dress as a gift for a friend with the understanding that it would take 3-5 weeks. When I hadn't heard from them, I began reaching out to confirm it would be here in time. It took a lot of work to get a response. Once I did, they admitted they could not fulfill the order due to tariffs and lack of supplies. They offered a refund or a credit, I chose the refund, as I had ordered this dress as a gift for my friend who was going through some very difficult times and had an event on the horizon. They are still offering a dress they cannot make for sale on their website. They do not have the ability to supply the regular sizes either, as they said that those are also made to order. They never reached out to me after ordering to let me know, I only found out because I was persistent. They have not refunded me my $333.63, and it has been a week since they said they would.
22 April 2025
Unprompted review
Reply from Nicoletta Carlone
Hi Christina,
We’re truly sorry to hear about your experience and appreciate you taking the time to share it. We take all customer feedback seriously—especially when it gives us an opportunity to clarify and improve. Your order unfortunately couldn’t be completed due to unforeseen tariffs and supply chain issues. As a result, we issued a refund per your request and sent an email on May 21 confirming that the refund would take 4–7 business days to process.
Two days later, a PayPal dispute was filed, which resulted in the refund being canceled on our e-commerce platform. When a dispute is opened, PayPal freezes the transaction and prevents any further action on our end until the case is resolved or closed. This ensures that no duplicate refunds are issued.
We understand how frustrating these situations can be and regret any confusion caused by the timeline. Please rest assured, we’re closely monitoring the case and will finalize the refund as soon as PayPal permits.
Customer satisfaction is always our priority, and we remain committed to making sure every experience is handled with care and professionalism.
Warm regards,
Stanley
Customer Service
Nicoletta Carlone
Nothing but issues with this scammy…
Nothing but issues with this scammy company, took weeks for them to ship and they only shipped them after I emailed them asking when they will ship, they told me to size up half a size as they run small so I agreed but of course they sent me the original size I ordered so they're far too small for me, awful quality, stitching coming undone on the Web design, they fit like a size UK 4 not a UK 5 so even if I did get sent the half size bigger they still wouldn't have fit, how about make your shoes the correct size?? They also kept lying to me on emails about their system going down as to why they were ignoring my emails, funny as soon as I said I would do a charge back they respond, I will be doing that and I hope everyone else who's bought these does the same
27 May 2025
Unprompted review
Reply from Nicoletta Carlone
Hi Mia,
Thanks for your message. I replied to your email from May 17, which included the tracking number for your order. Earlier today, I received your email about a potential chargeback—this was the first time I was made aware of it.
I’m sorry for any confusion regarding your shoe order. If a chargeback has been or is about to be initiated, the transaction will be handled by your credit card company, which means we’re unable to issue a refund on our end during that process.
However, if you decide not to move forward with the chargeback, just let me know, and I’ll be happy to begin the refund process directly.
We completely understand how frustrating these situations can be and truly appreciate your patience. If you have any questions or need further clarification, I’m here to help.
All the best,
Stanley
Customer Service
No communication for more than a month
No communication for more than a month, it says on the website that it ships within 2 weeks.
1 May 2025
Reply from Nicoletta Carlone
Hi Sophia,
I hope this message finds you well. I wanted to follow up as I haven’t received any emails from you regarding your order. Could you please confirm whether you sent your message to the customer service email listed on our website?
According to USPS tracking, your order was delivered on May 5. I’m reaching out to ensure that you’ve received it, as I’m concerned there may have been an issue with delivery.
Please contact me as soon as you can so we can resolve this promptly.
Thank you,
Stanley
Customer Service
Placed Order, no update in over a week on shipment
I ordered a scarf close to two weeks ago. I have received no shipping updates and have sent multiple emails inquiring about my order with no response. I tried calling the number listed on the site and it goes straight to voicemail. Horrendous customer service!!
25 April 2025
Unprompted review
Reply from Nicoletta Carlone
Hi Alex,
I’ve replied to all of your emails, including the most recent one with the tracking number for your order. I just wanted to check in—did you receive it? I haven’t heard back and wanted to be sure everything is all right on your end.
All the best,
Stanley
Nice piece of jewelry that will be fun…
Nice piece of jewelry that will be fun to wear. It was very much like pictured and came rather quickly.
29 March 2025
Reply from Nicoletta Carlone
Glad you liked it!
All the best,
Stanley
Customer Service
What a beautiful and cool necklace!
What a beautiful and cool necklace! I got so many compliments when I wore it.
29 March 2025
Reply from Nicoletta Carlone
Thanks for the kind words.
All the best,
Stanley
Customer Service
Reply from Nicoletta Carlone
Your comment is greatly appreciated.
All the best,
Stanley
Customer Service
Reply from Nicoletta Carlone
Thanks!
All the best,
Stanley
Customer Service
They fit like they're a whole size…
They are very cute and I like them, but they fit like they're a whole size smaller.
21 March 2025
Reply from Nicoletta Carlone
Hi Renee,
Thanks so much for your order, and I’m sorry for any confusion regarding the shoe sizes. We do include a note on the product page mentioning that the shoes tend to run a little small and recommend ordering a size up—but I completely understand how easy it is to miss those details!
Did you happen to receive the email I sent about exchanging the shoes? If not, feel free to reply or email me again directly, and I’ll make sure we get everything sorted for you right away.
All the best,
Stanley
Customer Service
Loved 2 of 3 items
Loved 2 of 3 items. 3rd item arrived broken with no clear way to return.
20 March 2025
Reply from Nicoletta Carlone
Thank you so much for your order—and for taking the time to leave a review. We're thrilled to hear you loved two of your items, but we're so sorry the third arrived damaged!
Please know that we absolutely want to make this right. We offer free U.S. returns and easy exchanges, and details can always be found right in the main menu of our website under “Returns.” If anything is ever unclear, our customer service team is here to help—just drop us a message and we’ll guide you through it.
Warmest regards,
Stanley
Customer Service
Reply from Nicoletta Carlone
Thank you for sharing your feedback—though we’re so sorry to hear you were disappointed with your item.
Many of our products are made in small batches or by artisan suppliers, which can lead to slight variations in color, finish, or design compared to the original sample photos. We do note this at the bottom of each product page to help set clear expectations, but we understand it can still be frustrating if the item you receive doesn’t look exactly like what you imagined.
That said, your satisfaction matters deeply to us. If something truly missed the mark, we’d love the opportunity to help. Please reach out to our customer care team and we’ll be happy to assist with a return or resolution.
Thank you again for your order—and for helping us continue to improve.
Warm regards,
Stanley
Customer Service
The "silvery" earrings are actually GOLD.
I ordered these earrings to go with a silver necklace and was super disappointed to receive the "silvery heart" earrings in a gold tone. The website displays the earrings as "silver." "Silver" is in the product description. But alas, what arrived was gold. I tried to return them, but the website said they were an "unreturnable item."
29 January 2025
Reply from Nicoletta Carlone
I'm so sorry for any frustration or confusion regarding your return. I’ve checked but haven’t been able to find any emails from you, and I truly regret any inconvenience this has caused.
We want you to be completely happy with your purchase, which is why we offer our Happiness Guarantee—if you’re not satisfied, we’re more than happy to offer a refund or replacement. While certain items, like earrings, are typically non-returnable due to health regulations, we absolutely stand by our customers and will still refund or replace them for you.
Please reach out to us using the contact form on our website at nicolettacarlone.com, and we’ll make this right for you as quickly as possible.
Thank you for your patience, and again, I’m so sorry for any trouble. We truly appreciate your support!
Best,
Stanley
Customer Service
Nicer than expected.
I will admit I am a bit hesitant about buying from a new vendors on line, but the Starlet robe was just do tempting and on sale.
I reached out to customer service, asked a few questions, then decided to go for it because I could pay with PayPal.
Shipping was a little slow, but as soon as I put the robe on, I fell in LOVE. Immediately purchased a second! lol
Honestly I couldn’t be happier.
28 January 2025
Love my earrings!!!
The earrings I bought are absolutely amazing and I love them! Thank you!!
29 January 2025
Deceptive Model Size
The piece I ordered was beautiful and surprisingly well made, but the size was EXTREMELY deceptive. The model must've been a child or a very short adult. In the photos, the kimono reaches the model's ankles and the sleeves go to her wrists. In reality, the sleeves barely pass my elbows and the hem is just below my knee - and I'm only 5'7 - not tall by any means!! So disappointed.
25 January 2025
Reply from Nicoletta Carlone
Hi Phoebe,
I’m so sorry to hear about your disappointment with the sizing of the kimono, and I sincerely apologize for the confusion. It appears that the wrong item was shipped by mistake, which we take full responsibility for.
Watch your email for instructions on how to return the kimono using our free prepaid shipping label. Once we receive it, we’ll be happy to process a replacement or refund based on your preference.
While mistakes can happen, we’re committed to making things right. We didn’t receive any emails from you regarding this issue, so I appreciate you bringing it to our attention now. If you need any assistance with the return or have questions, please reply directly to the email we sent you—I’m happy to help.
Thank you for your understanding and support, and again, I apologize for the inconvenience.
Warm regards,
Stanley
Nicoletta Carlone Customer Support
I ordered the silver but received the…
I ordered the silver but received the gold earrings.
26 January 2025
Reply from Nicoletta Carlone
Hi Suzie,
We’re truly sorry to hear you received the wrong earrings. We understand how disappointing that can be, and we want to make this right as quickly as possible.
We didn’t receive any emails or messages from you letting us know about the issue, so we appreciate you bringing it to our attention here. For the fastest assistance, please contact us directly using the CONTACT US menu option on our website at https://nicolettacarlone.com.
If you’d like to initiate a free return, you can also visit our returns portal at:
https://nicolettacarlone.com/returns
We’re committed to resolving this promptly and getting the correct item shipped to you as soon as possible. Thank you for your understanding, and we hope to assist you soon!
Warm regards,
Stanley
Nicoletta Carlone Customer Service
Lovely jewelry, good customer service
The jewelry from Nicoletta Carleone is very beautiful, but the quality is not as beautiful. When I received my three items, two of them were essentially broken. I contacted customer service and they offered to fix them for me. I opted to fix them myself and they gave me a $20 gift certificate.
17 January 2025
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