Rachel Galley Jewellery Reviews 

I don't even have one star
faulty earrings order one of the earrings one screw into Post as the post is too wide.
they refused to help

I'm sorry to hear about the issue with your earring. Unfortunately, the post length and screw-back mechanism on the solitaire studs are designed as a fixed part of the earring's structure, and there are no alternative or shorter screw-in post options available. If the post width is causing discomfort, you may need to consult a local jeweler for a custom adjustment. Please note that this may affect the warranty or return eligibility. Let me know if you need further assistance!

I placed an order at 11:52am and requested cancellation only six minutes later, at 11:58am. Despite this, the company ignored my request and still dispatched the order at 4:14pm the same day.

Customer service then claimed my cancellation came “too late,” even though the timeline proves otherwise. This shows a disregard for customer requests and very poor handling of cancellations.

I now face the hassle of returning an item I had already cancelled well before dispatch. Totally unacceptable experience.

I do not recommend this company.

Purchased heart earrings as a Christmas gift the picture on the site did not depict how small they are !! Very disappointed.

I put my order in 7 days ago. Money left my account the next day. Website said delivery in 3-5 days. 4 days later I still hadn’t had a dispatch notification. I emailed but received no reply. I emailed again the next day and still no reply. On the 5th day I phoned and the assistant I spoke to said that they dispatch within 48 working hours but when I asked what their working hours were she couldn’t tell me so was still none the wiser. Eventually she said they would be dispatched later that day. The next day (day 6), still no word or dispatch notification so I messaged them through instagram. I got a response to apologise for the wait and assured they have been dispatched and that I would receive tracking details the next morning. Still nothing so I have given up and just feel like I have been strung along. I want to cancel my order but no idea how to contact anyone as they don’t answer their emails. I won’t ever buy from this company again and would recommend everyone else to avoid.

Title: Extremely Disappointed – No Response After Multiple Messages

I returned two pairs of earrings to Rachel Galley, with full tracking confirmation showing they were delivered and signed for. Despite sending six messages over several weeks, I’ve received no acknowledgment, no update, and no resolution.

Their advertised 100-day return policy and promise of prompt customer service have proven meaningless in my case. I’ve had to consider escalating through my payment provider and consumer protection channels just to get a response.

This level of customer service is unacceptable. I expected far better from a brand that claims to value its customers. I will not be purchasing again, and I strongly advise others to proceed with caution.

I ordered earrings - I made a mistake and ordered by accident the gold ones - I wanted the silver ones. I contacted customer service via email and got a message back saying no problem the order will be changed to silver. The order was delivered and the earrings were gold. I have returned the earrings, 2 weeks ago, but I can't get my refund - I have called and called and sent email after email but I get the same responce everytime - we will initiate your refund within 24 hours - but they don't !!!!! I have made numberous phone calls and literally about 50 emails but each new customer service person says the same thing as if from a scrip. We can't find the tracking please send your tracking details again (3 times) we have received the earrings but need 24 hours more to process (4 times). Due to technical details I am unable to find your details on our system please send documentdation again (2 times) and on and on it goes. They seem to have no intention of refunding me for the earrings which they received back from me unopened in their original packaging - be very careful buying from this company they send you the wrong order and then do not refund you when you post the item back to them.

***Edit: the “gold vermeil” started to rub off the very next day. I exchanged it for the all silver version, which I’m still wearing every day and I love it. I just preferred the 3 golds.
The company were very nice though…***

I bought the Molto Embrace Ring (I had one for years- it was known as a Russian wedding ring back then). Anyway, I have osteoarthritis, so the old one no longer fits me. I saw the ad on Facebook, and decided to order in my new ring size. Ordered on Tuesday 2nd September, arrived on Thursday 4th September! Amazingly fast delivery, lovely customer service, the ring is shiny, gorgeous, fits perfectly and comes with a 100 day return policy, plus a 1 year guarantee. I’m absolutely delighted with it- the best fidget ring you could ever find ♥️♥️♥️

I purchased earrings which arrived & came in a little tiny plastic bag & looked like something from Temu. I knew instantly that they were not worth £96 & I asked for a refund. Customer services were quick to tell me if I returned them I would have a refund immediately. It cost me £6 to return them & I sent receipts to customer services. The parcel was delivered back to me & I was told my DPD that RG did not accept my return…£6 wasted. I contacted them & they told me they would send a free post label, which after many weeks of nagging, eventually they did & 2 weeks after I returned them using this and after many emails, eventually I got my refund, but not the £6 postage.

On every occasion, RG customer services have told me my case is being escalated & how important I am & this is just words, without action. It is one of the worst shopping experiences I have had. It will be a miracle if I ever receive the postage & tbh I am just relieved I actually got the earrings refunded. So far this has taken 3 months & very stressful.

Returns process is a joke for a previous order but saw past that. Contacted customer services today as lost the screw back off a diamond earring. 2 customer service assistants didn’t have a clue what I was talking about and advised a completely different back, that I would have to purchase and would not work with the labret earrings. Asked for an escalation to be told 48 working hours. AVOID!

I have previously bought from this store before and been content with what I have received for the price.

However on this occasion it has been a complete shambles. I purchased a Snake Chain and was tempted with an offer on the Herringbone chain too, which I planned as a gift for my friend.

After a few days wear my Snake Chain broke and I decided to send both back; as my friend had admired my chain so much and I wanted her to have the same.

I received an email and also rang to clarify what I wanted as a solution.

Having returned both as requested, I waited 3 weeks and then received a refund for the Herringbone, which I had not asked for, and nothing regarding the Snake chain.

Cue more emails and calls - apologies for miscommunication within the organisation and a promise to respond.

Having a little time free from work today, I called again and this time had a sweet but totally inept young lady, who said I must have another email address although I was using the one in all previous communications and then really had no clue how to help me. When I asked to speak with someone who could help me was told they would get back to me in 24-48 hours; which I have been promised before.

The designs are lovely, although I am beginning to wonder whether they truly are 925 sterling silver; mainly because all my calls are being dealt with from call centres in India, where I believe the products are being made.

Order 60408! Would never order from this company again! Shocking customer service, no one ever gets back to. Contacted 3 times trying to get help with a mission parcel no one ever got back to me! I am still waiting my money back which will probably have to be done through a bank claim!

Jewellery was very pretty however communication was bad

AVOID AVOID AVOID
I truly wished I had looked in here before purchasing , terrible customer service you cannot understand the people in the other end of the line as they are answering in India!! They took £1500 of my money and failed to tell me that they have c problems with their supplier so no stock available. They didn’t email or call to tell me this I had to call them when the delivery date had passed. Do not waste your time or money
I have been promised a refund but your guess is as good as mine if that will even happen if not will recall the credit card transaction ….. cowboys!!!

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 do not have an electronic way to return your items is archaic . If you are not prepared to pay for the return yourself you have to wait 5 working days for a pre paid return sticker to be posted, yes posted to you. !!!! Please - as the saying goes , get with the times !!!!

Extremely disappointed with the customer service or more to the point the lack of!
I ordered two pairs of earrings and one pair of hoops didn’t close securely. I contacted them immediately to advise I was returning them and would like a replacement, they confirmed this wasn’t a problem and gave me the return address. I returned the earring by tracked post and have contacted them regularly since only to receive email responses in broken English asking me to wait 48 hours for a response. I’ve contacted them again after the 48 hours to receive the same response.
Feel like I’m being fobbed off and would definitely not recommend!

Please don’t do business with this company, I cancelled a order ,at least 6 calls to a center in India, nothing just strung on , I don’t know what to do even tried head office, nothing

Order not received, still waiting 2 weeks later , dissapointed 😞 was for a present

I haven't ordered from this company but received a pair of earrings addressed to someone else. I've contacted them twice via their online form and received no response, no idea where to return them or anything. I feel sorry for whoever ordered the earrings and hasn't received them, I can only hope they're given a refund!

Ordered a product they delivered to the wrong address- not couriers fault. Immediately contacted them by telephone they advised they would investigate and respond in 5 working days 10 days later no response. Also sent an email no response again. Now raising a claim via the bank. Terrible customer service would not order from them its been a stressful expensive mistake.

Lovely jewellery. Very prompt delivery