Alexa KelleyReviews of alexakelley.com

Reply from Alexa KelleyFeb 7, 2024

Hello, thank you for reaching out and we’re very sorry to hear about your ring. We do offer a 60-Warranty and can see our team has responded (on 1/24/24 and 2/1/24) to both of your emails with the information to begin a warranty claim but have not heard back. We always recommend checking your junk, spam, and promotional folders, as sometimes our email replies can sneak in there instead. Please be sure to submit the information and photos as requested and our team will be happy to get the warranty/replacement request started for you.

Reply from Alexa KelleyFeb 21, 2024

Thank you for taking the time to share this. Since this third-party review platform is not associated with our website, we’re unable to identify or confirm any of the details provided. That said, our team would love the opportunity to properly look into this for you. We kindly request that you please contact us using our website’s contact form linked below so we can provide you with assistance in a more meaningful way. Thank you! https://www.alexakelley.com/pages/contact-us

Reply from Alexa KelleyJan 10, 2024

Hello, thank you for taking the time to connect with us and we're sorry to hear about your overall experience shopping with us. We can certainly understand the frustration, as you've been anticipating the arrival of your order. We took a quick peek and do see that the rings were being prepared for shipment when the order was flagged after you submitted a return request. Our system detects potentially fraudulent behavior, and as the items were not yet in transit or delivered at the time of the return request, it triggered a hold on the shipment. That said, we sincerely apologize for the confusion surrounding your order’s shipping status. If you have any further questions or concerns with the cancellation and refund of your order, feel free to follow up directly in your email thread, and our Customer Support Team can assist.

Reply from Alexa KelleyJan 10, 2024

Hello, thanks for reaching out and we're sorry to hear you weren't able to get in touch with our team. We can certainly understand the frustration, as you've been anticipating the arrival of your order. We do see our team sent emails on Aug 29, Sept 13, Nov 16 and earlier today providing updates to your pre-order item. We always recommend checking your junk, spam, and promotional folders, as sometimes our email replies can sneak in there instead. We can certainly understand the frustration, as you've been anticipating the arrival of your order. Keep in mind, although an item is available on our website, it may have a later shipping date. We always recommend taking a peek on the product page where, in this case, says that the Ayla Ring will be shipping later above the Add to Bag button. That said, we do see your order’s ready to ship item was previously delivered, with the pre-order item currently being prepared for shipment this week. Should you have any additional questions or concerns, please don't hesitate to follow up in your current email thread and one of our reps will be happy to assist you further.

Reply from Alexa KelleyJan 10, 2024

Hi, thank you for reaching out and our apologies for any confusion surrounding our shipping timelines. We can certainly understand the frustration, as you've been anticipating the arrival of your order. Keep in mind, although an item is available on our website, it may have a later shipping date. We always recommend taking a peek on the product page where, in this case, says that the Ayla Ring will be shipping later above the Add to Bag button. That said, we do see our team has been in contact with you providing status updates and your order’s ready to ship items have since been delivered, with the pre-order items currently being prepared for shipment this week. Please note, due to the busy time of year, our Customer Support Team is experiencing a high volume of email requests. To ensure one of our reps can assist you as soon as possible in the future, please note that any additional emails after the initial inquiry result in your message being sent back in the queue each time a new email is sent, resulting in continued delays - especially when sent daily. Should you have any other questions or concerns in the meantime, please don't hesitate to follow up directly in your current email thread.

Reply from Alexa KelleyJan 10, 2024

Hello, thank you for taking the time to connect with us and we're sorry to hear about your overall experience shopping with us. We always aim to create a positive experience for our customers and truly apologize that your recent interaction left you feeling this way. To clarify, the review was flagged because the statements made are untrue/misleading, specifically in reference to the items in question, which are pre-order items, and calling into question the integrity of our business as well as accusing us of lacking accountability and not caring for our customers. As a small business, we aim to be as transparent as possible and we do see that our team sent you multiple emails (on Oct 25, Nov 16, and Dec 14) providing updates and apologizing for the manufacturing delays surrounding these pre-order items. Additionally, please keep in mind, although an item is available on our website, it may have a later shipping date. We always recommend taking a peek on the product page where, in this case, both say that the Analysa Ring and Maia Ring will be shipping later above the Add to Bag button. That said, we do see our team has also been in contact with you on Dec 15 and Jan 2 as well, and the ready to ship items from both orders have been delivered. Please know, we always appreciate your honest feedback as it helps us to continue to improve and grow as a brand. If you have any additional questions, our Customer Support Team is always here to chat via email.

Reply from Alexa KelleyJan 10, 2024

Hi, thank you for reaching out and our apologies for any confusion surrounding our shipping timelines. We can certainly understand the frustration, as you've been anticipating the arrival of your order. Keep in mind, although an item is available on our website, it may have a later shipping date. We always recommend taking a peek on the product page where, in this case, says that the Bianca Huggies will be shipping later above the Add to Bag button. That said, we do see our team was in contact with you on Dec 5, Dec 14, Dec 15, Dec 29, and Jan 2 providing status updates and your order’s ready to ship item has since been delivered. We always recommend checking your junk, spam, and promotional folders, as sometimes our email replies can sneak in there instead. Should you have any additional questions or concerns, please don't hesitate to follow up in your current email thread and one of our reps will be able to assist from there.