Although I do like some of their designs and indeed have several pieces. Their customer service in particular their refund process is abysmal . In this day & age (I’m 72 years old) the fact they d... See more
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Review summary
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Jewellery was very pretty however communication was bad
Rings are generally lovely, but customer service isn't. I was promised a return label for a faulty ring 9 days ago. Several emails, 2 phone calls and 2 unanswered chats later I'm still waiting. I've j... See more
Company replied
Low price but the screw-in backs for these earrings are not good quality and one didn’t work at all. A gift for my friend so that was rather disappointing. Won’t buy from them again. Returns process... See more
Company details
Written by the company
Award-winning designer brand in UK. Presenting luxury that's for everyone, every day, and everywhere. Made in 18K gold vermeil, silver, gold, and platinum. Free global delivery, 60 days returns, and 6 months warranty on all orders.
Contact info
Lake District , United Kingdom
- Rachel Galley Jewellery Design LTD
- contactus@rachelgalley.com
- rachelgalley.com
2.7
Poor
821 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 34% of negative reviews
Typically takes over 1 month to reply
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AVOID THIS COMPANY AT ALL COSTS…
After several exchanges of email regarding whether a chain was the correct size for a pendant, I ordered both.
When they arrived, the chain did not fit the pendant. After approximately 15 - 20 email exchanges with customer service - who responded merely with patronising and placatory words - they did not believe it didn’t fit.
I sent both items back - at my own cost (they said a post paid sticker was being sent but this took too long to arrive) on 12 April - they advised that several days were required to conduct a review of the items in quality control.
On 24 April I was advised there was a ‘ manufactural fault with the necklace. Hence a replacement has been placed for the same.’
I have sent several emails since, the most recent on 30 April when they advised they needed another 72 hours (for what, I do not know as I am not even asking for a refund - merely a replacement that is not defective).
Today, 4 May, I received another response after advising that I would contact my credit card company (I was unsure whether this was a scam/fraudulent company) - ‘ Our team has thoroughly checked the item, and it seems that there is no fault found. The chain easily fits the pendant. We will be sending the item back to you soon’
So, two totally different responses from customer service. Both my husband and my son son tried in vain to thread the chain through the pendant and both confirmed it was not possible. Please do not trust this company one bit. Please avoid at all costs. I do the vast majority of my shopping online and this is hands down the absolute worst company I have ever dealt with. Please avoid.
Rachel Galley customer service is an utter disgrace: they do not care one bit about customers.
No doubt this review will elicit yet another placatory response. Please do not buy from this company.
UPDATE 5 MAY - in response to your comments, someone from your Indian call centre left a message this morning and when I called back, they told me call Rachel Galley!!!!!
4 May 2024
Unprompted review
Reply from Rachel Galley Jewellery
Dear Jane,
Thank you for your review. We're sorry to hear that we were not able to deliver as per your expectations.
We tried to connect with you to discuss your concern, but were unable to connect, so we left a voicemail.
We've found the details of your order(39878).
We sincerely apologise for the inconvenience caused to you.
We understand the importance of your order and kindly request you to contact us so that our team can provide you with better assistance.
Regards,
Rachel Galley
Customer Service
Reply from Rachel Galley Jewellery
Dear Customer,
We value your feedback and are thrilled to know that you had a positive experience with Rachel Galley.
Your satisfaction remains our top priority, and we look forward to serving you again in your upcoming shopping experiences with Rachel Galley.
Regards,
Rachel Galley
Customer Service
Absolutely love my necklace and…
Absolutely love my necklace and bracelet...beautiful design 😍
24 April 2024
Reply from Rachel Galley Jewellery
Dear Sinead,
We value your feedback and are thrilled to know that you had a positive experience with Rachel Galley.
Your satisfaction remains our top priority, and we look forward to serving you again in your upcoming shopping experiences with Rachel Galley.
Regards,
Rachel Galley
Customer Service
Returns process should be improved
The jewellery itself is nice, not the best quality, but not bad either. It's probably just about worth the price if you use all possible discounts that are constantly available. Communication, however, is appalling. I need to return an item. The package comes with an invoice and a return slip on one piece of paper, unfortunately this is where it goes wrong. The paper with the invoice and return slip states that return instructions are on the other side. The other side is blank. There are no return instructions. It doesn't look like there is any pre-paid label to just send the return item back. The returns info on the website states that you need to email the company. I did. With several reminders. No response for weeks! Still waiting to hear anything! Meanwhile I'm spammed every day with marketing and automated emails from them. I just want my money back. Not a good experience. I tried the 24/7 chat on the website. Nothing. I will not deal with this brand again.
[Edit:] the day after this review I received a pre-paid return label in the post and was also contacted by Rachel Galley's customer service by phone to ensure that everything would be in order with my return and to address this review. I am now happy that my return request would be resolved. However I really do encourage this company to streamline the returns process and their instructions. To be clear, I sent my first return enquiry email on 8th April and recieved the postage label on 22nd April (2 weeks later). In between I sent 2 or 3 follow up emails to no reply. Whilst I expected a reply to my email, I do want to mention that there is a customer service phone number that I could have called, which I do appreciate. All in all though, the returns process should be more proactive and not require me to send an email and then keep following up on it myself, so there's room for improvement.
6 April 2024
Unprompted review
Reply from Rachel Galley Jewellery
Dear Ekaterina,
Thank you for your review. We're sorry to hear that we were not able to deliver as per your expectations.
We've found the details of your order(40120) which was placed on 6th Apr'24.
We sincerely apologise for the inconvenience caused to you.
As per the telephone conversation, our team is committed to addressing the areas you've highlighted, and we will work diligently to make necessary improvements based on your feedback.
We understand the importance of continuously evolving to meet the expectations of our valued customers.
Hope you will give us another opportunity to serve you better.
Regards,
Rachel Galley
Customer Service
No communication, faulty products
Communication is non-existent. I purchased a pair of earrings for mothers day and didn't receive an order confirmation via email. I reached out regarding this as I also didn't have the tracking information. No one replied but the package did arrive on time.
Once we opened the earrings they were faulty, one earring back was too loose and the other too tight. I emailed in once again to ask could I have an exchange. Again, nobody replied to my email but a returns label was sent to me via post. I returned the items over 2 weeks ago but haven't received any correspondence to acknowledge this, or had a replacement product sent.
I have just sent another email in chasing this up. I have also tried to connect on the websites chat room, which appears to never actually be monitored.
Unsure what's going on with the customer service team?!
11 April 2024
Unprompted review
Reply from Rachel Galley Jewellery
Dear Kiera,
Thank you for your review. We're sorry to hear that we were not able to deliver as per your expectations.
We sincerely apologise for the inconvenience caused to you.
As per the telephone conversation, please be assured that your concern has been escalated to our dedicated team, and we are actively working to address the issue promptly.
We request you to kindly wait for sometime, as we are committed to resolving it as quickly as possible.
Hope you will give us another opportunity to serve you better.
Regards,
Rachel Galley
Customer Service
Excellent service
Super fast delivery and my pendant is exactly as described. Would recommend!
13 March 2024
Reply from Rachel Galley Jewellery
Dear Gemma,
We value your feedback and are thrilled to know that you had a positive experience with Rachel Galley.
Your satisfaction remains our top priority, and we look forward to serving you again in your upcoming shopping experiences with Rachel Galley.
Regards,
Rachel Galley
Customer Service
When shopping on the iPhone
When shopping on the iPhone, the site is oppressive and constantly popping up "offers" with time limits and demanding you don't scroll away. I somehow managed to click something else and I ordered 2 items instead of the one I was actually buying. I would not use this site again.
15 March 2024
Reply from Rachel Galley Jewellery
Dear Jason,
Thank you for your review. We're sorry to hear that we were not able to deliver as per your expectations.
We tried to connect with you to discuss your concern, but were unable to do so.
We sincerely apologise for the inconvenience caused to you.
We understand the importance of your feedback and kindly request you to contact us so that our team can provide you with better assistance.
Hope you will give us another opportunity to serve you better.
Regards,
Rachel Galley
Customer Service
I emailed you regarding a pair of topaz…
I emailed you regarding a pair of topaz earrings. While in the shower in both earrings the topaz come out.
Can you get back to me regarding this matter.
Kathleen McCall
8 March 2024
Reply from Rachel Galley Jewellery
Dear Kathleen,
Thank you for your review. We're sorry to hear that we were not able to deliver as per your expectations.
We tried to connect with you to discuss your concern, but were unable to do so.
We sincerely apologise for the inconvenience caused to you.
We understand the importance of your feedback and kindly request you to contact us so that our team can provide you with better assistance.
Hope you will give us another opportunity to serve you better.
Regards,
Rachel Galley
Customer Service
Reply from Rachel Galley Jewellery
Dear Andrea,
We value your feedback and are thrilled to know that you had a positive experience with Rachel Galley.
Your satisfaction remains our top priority, and we look forward to serving you again in your upcoming shopping experiences with Rachel Galley.
Regards,
Rachel Galley
Customer Service
Gorgeous Earrings!
Super speedy delivery; arrived the next day!
Beautiful earrings with lots of information on their website explaining what the materials were that had been used to make the earrings. Absolutely stunning!
16 March 2024
Reply from Rachel Galley Jewellery
Good Evening, Mrs. Duffy,
We value your feedback and are thrilled to know that you had a positive experience with Rachel Galley.
Your satisfaction remains our top priority, and we look forward to serving you again in your upcoming shopping experiences with Rachel Galley.
Regards,
Rachel Galley
Customer Service
The service was fast and the jewllery…
The service was fast and the jewllery Excellent - brilliant company !!
15 March 2024
Reply from Rachel Galley Jewellery
Dear Jane,
We value your feedback and are thrilled to know that you had a positive experience with Rachel Galley.
Your satisfaction remains our top priority, and we look forward to serving you again in your upcoming shopping experiences with Rachel Galley.
Regards,
Rachel Galley
Customer Service
Lovely earrings delivered quickly
14 March 2024
Reply from Rachel Galley Jewellery
Dear Nicky,
We value your feedback and are thrilled to know that you had a positive experience with Rachel Galley.
Your satisfaction remains our top priority, and we look forward to serving you again in your upcoming shopping experiences with Rachel Galley.
Regards,
Rachel Galley
Customer Service
Not as good in real life.
Whilst the item arrived promptly & beautifully presented , I was a bit disappointed with the ring. It looked different to the image on the website, had two tiny coloured stones, the rest was shaped metal cut so it gave the illusion of more stones. It doesn’t look pretty on its own . It didn’t cost a lot, so although I could return it I haven’t & given it to a neighbours daughter.
14 March 2024
Reply from Rachel Galley Jewellery
Dear Lyn,
Thank you for your review. We're sorry to hear that we were not able to deliver as per your expectations.
We tried to connect with you to discuss your concern, but were unable to do so. We’ve shared an email with you with the resolution and request you to please go through it.
We sincerely apologise for the inconvenience caused to you.
We understand the importance of your order and kindly request you to contact us so that our team can provide you with better assistance.
Hope you will give us another opportunity to serve you better.
Regards,
Rachel Galley
Customer Service
Got my lovely braclet last Week it…
Got my lovely braclet last Week it was everything that I wanted and lot more
6 March 2024
Reply from Rachel Galley Jewellery
Dear Helen,
We value your feedback and are thrilled to know that you had a positive experience with Rachel Galley.
Your satisfaction remains our top priority, and we look forward to serving you again in your upcoming shopping experiences with Rachel Galley.
Regards,
Rachel Galley
Customer Service
Reply from Rachel Galley Jewellery
Dear Peter,
We value your feedback and are thrilled to know that you had a positive experience with Rachel Galley.
Your satisfaction remains our top priority, and we look forward to serving you again in your upcoming shopping experiences with Rachel Galley.
Regards,
Rachel Galley
Customer Service
Reply from Rachel Galley Jewellery
Dear Customer,
We value your feedback and are thrilled to know that you had a positive experience with Rachel Galley.
Your satisfaction remains our top priority, and we look forward to serving you again in your upcoming shopping experiences with Rachel Galley.
Regards,
Rachel Galley
Customer Service
So easy to order from this website
So easy to order from this website, kept up to date with order information/delivery. Beautiful packaging, really special for such gorgeous jewellery.
11 March 2024
Reply from Rachel Galley Jewellery
Dear Donna,
We value your feedback and are thrilled to know that you had a positive experience with Rachel Galley.
Your satisfaction remains our top priority, and we look forward to serving you again in your upcoming shopping experiences with Rachel Galley.
Regards,
Rachel Galley
Customer Service
great product
great product. lovely earrings. super quick delivery -the next day and good packaging.
would recommend them they are fab.
1 March 2024
Reply from Rachel Galley Jewellery
Dear Penny,
We value your feedback and are thrilled to know that you had a positive experience with Rachel Galley.
Your satisfaction remains our top priority, and we look forward to serving you again in your upcoming shopping experiences with Rachel Galley.
Regards,
Rachel Galley
Customer Service
Very poor customer service/ responses…
Very poor customer service/ responses when i tried to email or "chat"
29 February 2024
Reply from Rachel Galley Jewellery
Dear Customer,
Thank you for your review. We're sorry to hear that we were not able to deliver as per your expectations.
We tried to connect with you to discuss your concern, but were unable to do so.
We sincerely apologise for the inconvenience caused to you.
We understand the importance of your feedback and kindly request you to contact us so that our team can provide you with better assistance.
Regards,
Rachel Galley
Customer Service
Nice prompt service
Nice prompt service. But it’s a present which hasn’t yet been given and opened. Hopefully the quality is as good as the service!
7 March 2024
Reply from Rachel Galley Jewellery
Dear Robert,
We value your feedback and are thrilled to know that you had a positive experience with Rachel Galley.
Your satisfaction remains our top priority, and we look forward to serving you again in your upcoming shopping experiences with Rachel Galley.
Regards,
Rachel Galley
Customer Service
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