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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failure to return monies, poor products.
family purchased me gift vouchers for my birthday, ordered and had to return a few items because they a) send wrong thing b) didn’t fit. i’m nearly 2 months in with no return! 100s pounds out of pocket, and no keep sake items from my family. the 1 thing i did keep broke within 2 weeks. wouldn’t recommend rachel galley and would give no stars. very poor service and product.
August 19, 2024
Unprompted review
Reply from Rachel Galley Jewellery
Dear Rachael,
Thank you for your review on the order(#43286). 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.
We tried to connect with you to discuss your concern, but were unable to connect, so we left a voicemail.
We understand the importance of your feedback and kindly request you to reach out us so that our team can provide you with better assistance.
Regards,
Rachel Galley
Customer Service
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Rachel Galley earrings tarnished
My dad bought me a pair of rachel galley earrings a year or so ago and they have completely tarnished. He, despite being nearly 80, has been emailing the company trying to find a solution as to how we clean them or even for a replacement pair. The customer services have been very unhelpful. He has been asked for an account number etc but he thinks he signed out as a guest as it was a one off purchase. He doesn’t keep his emails, which is frustrating, but was told they can’t help him. These earrings were expensive and the way the customer service team has handled the situation is not good. The earrings were a special present and he and I are upset with the way he has been treated and that no help/solution has been offered. The product and customer service are both unacceptable. I have photographs of the items and their packaging. I would not recommend this company.
August 12, 2024
Unprompted review
Reply from Rachel Galley Jewellery
Dear Debbie,
Thank you for your feedback. We are eager to assist you with your query, but unfortunately, since the review was submitted without the order details and our request for contact details via TrustPilot has not received a response, we are unable to provide assistance through this forum.
We are keen to resolve this issue and kindly ask you to contact us directly at contactus@rachelgalley.com so that we can offer you the necessary support.
Hope you will give us another opportunity to serve you better.
Regards,
Rachel Galley
Customer Service
Reply from Rachel Galley Jewellery
Dear Moira,
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
A great memory gift
My daughter got her degree and I thought my purchase would act as a reminder of her wonderful achievement
July 26, 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
Excellent Service and good quality
Great service and very fast delivery. Ordered the Molto kiss eternity ring and it arrived within 4 days. Im really pleased with the quality and I will definitely be ordering more from the range.
July 30, 2024
Unprompted review
Reply from Rachel Galley Jewellery
Dear Sharon,
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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Avoid!!
I never leave reviews, but please avoid this company! I placed an order for two pairs of earring on 1st July in good time for sister’s birthday on the 13th. Two weeks later the status is showing as “unfulfilled”. I have contacted twice asking firstly when I can expect them and then requesting a refund and received exactly the same response, asking that I give them 72 hours. How many 72 hours do they need. Either fulfill your orders or issue refunds! Wish I’d seen these reviews before m - I will never use this company again!
July 12, 2024
Unprompted review
Reply from Rachel Galley Jewellery
Dear Madeleine,
Thank you for your feedback.
We are eager to assist you with your query, but unfortunately, since the review was submitted without the order details and our request for contact details via TrustPilot has not received a response, we are unable to provide assistance through this forum.
We are keen to resolve this issue and kindly ask you to contact us directly at contactus@rachelgalley.com so that we can offer you the necessary support.
Hope you will give us another opportunity to serve you better.
Regards,
Rachel Galley
Customer Service
I purchased a bracelet as a present…
I purchased a bracelet as a present last January and my friend did not attempt to wear it until going away for a weekend recently [she is a NHS worker] The bracelet was heavily tarnished when taken out of the pouch and I asked for a refund but have been declined saying it was out of their returns policy. The bracelet was not fit for purpose, they misled me when I returned it, they cleaned it and returned it to me saying they had repaired it. They have not said if there is any guarantee that it will not happen again.
**You did not reach out to connect with me (as per your response) until I telephoned you where you said there was nothing you could do as too much time had elapsed. As of January 2025 my friend does not wear the bracelet because it has tarnished again! BUYER BEWARE!
January 16, 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 regarding the order(#36596), but were unable to connect, so we left a voicemail.
We sincerely apologise for the inconvenience caused to you.
We understand the importance of your feedback and kindly request you to reach out us so that our team can provide you with better assistance.
Regards,
Rachel Galley
Customer Service
Reply from Rachel Galley Jewellery
Dear Bridget,
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 Linda,
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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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
I ordered some sleep earrings after…
I ordered some sleep earrings after seeing them on Instagram. The earrings that arrived were not the same as the advert (the back was not ball shaped). I put a comment on their feed but it has been removed. I'm giving 2* as the earrings are cute and comfy to sleep in but they need to show negative posts!
May 24, 2024
Unprompted review
Reply from Rachel Galley Jewellery
Dear Claudia,
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 sincerely apologise for the inconvenience caused to you.
We understand the importance of your feedback and kindly request you to reach out us so that our team can provide you with better assistance.
Regards,
Rachel Galley
Customer Service
Read some concerning reviews after…
Read some concerning reviews after purchase so was worried. Contacted the company when order wasn't sent on time, it took some emailing back and forth but eventually the earrings arrived 2c weeks after the order was made. It's not 3-5 days but not the end of the world either! Good quality, I'm pleased in the end.
June 14, 2024
Unprompted review
Reply from Rachel Galley Jewellery
Dear Customer,
We value your feedback and will strive to implement your suggestions to the best of our abilities.
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
10 days and waiting
I ordered a necklace for my parter which I intended to give as a gift before going abroad for a bit.
That was on 3 June. Get an email receipt to say it would be “express” delivery 3-5 days. It’s now been 10. I emailed on Tuesday and got a response saying someone would get back to me in 72 hours…. So I have to potentially wait as long as the delivery time?
Im now off to France without being able to give the gift. To say I’m upset is an understatement. I wouldn’t have written this if I noticed at least a tiny bit of progress being made on the “shop” app but the line indicating progress has not moved a jot so here I am, giving my first review on Trustpilot.
Update: The 72 hour time to get back to me has been and gone. By tomorrow it will be a full week. Going to ask for my money back and just buy what I want elsewhere. This is the worst service I have ever experienced.
June 13, 2024
Unprompted review
Reply from Rachel Galley Jewellery
Dear Adam,
Thank you for your review. We're sorry to hear that we were not able to deliver as per your expectations.
We’ve shared an email with you and request you to please go through it.
We sincerely apologise for the inconvenience caused to you.
We understand the importance of your feedback and kindly request you to reach out us so that our team can provide you with better assistance.
Regards,
Rachel Galley
Customer Service
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Reply from Rachel Galley Jewellery
Dear Marion,
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
Disappointing purchase.
I have bought several items of jewellery which were lovely however these earrings, although very pretty, the posts were far too long and they just hang - not a good look.
May 25, 2024
Reply from Rachel Galley Jewellery
Dear Wendy,
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, we kindly request you to please return the item so that the team can assist you better alternate.
Regards,
Rachel Galley
Customer Service
Item not received. Totally fed up
I too ordered the trinity moissanite earrings. Ordered on 7th may, money taken from account on 8th may. No confirmation email, no order number. Did online chat 14 days after order to be told that was on pre-order and I would get delivery by 1st June. Was told I would get earrings in next 3/5 days. Still nothing.
To the person (or robot) who is going to reply to this:
You are not sorry that you haven’t delivered (these earrings are still showing on website)
You have not tried to connect with me
I don’t want apologies, just my earrings
I have website chat, called I will be phoning again on Monday to request a refund
Do not trust this company
UPDATE
Earrings arrived today (13.6.24)
Customer service phoned me after negative review posted.
If ordering these earrings they have a screw on stud back which is very fiddly to put on. Nice earrings though
May 7, 2024
Unprompted review
Reply from Rachel Galley Jewellery
Good Afternoon, Mrs. Regan,
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 assured that your concern has been escalated to our dedicated team. We are actively working to resolve the issue promptly.
We request you to kindly wait for sometime, as we are committed to resolving it as quickly as possible.
Regards,
Rachel Galley
Customer Service
I am absolutely fed up
I am absolutely fed up! I ordered a pair of their Trinity Moissanite Sleep Stud Earrings × 1 on the 30th April and they still have not arrived. Despite 2 phone calls assuring me they will be with me next week (Didn't arrive) and an email. no answer from them. I am now going to cancel my order hopefully PayPal will return my money. Do NOT trust this company.
May 29, 2024
Unprompted review
Reply from Rachel Galley Jewellery
Dear Zoe,
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 sincerely apologise for the inconvenience caused to you.
We understand the importance of your feedback and kindly request you to reach out us directly at contactus@rachelgalley.com so that our team can provide you with better assistance.
Regards,
Rachel Galley
Customer Service
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Items not received
I wish I had read ALL of the reviews before ordering. Placed and paid for an order for 2 pairs of earrings on 16th May. Email confirmation received with a 3-5 day delivery.
So far nothing has been received. I emailed this morning chasing the order. Received a ticket number and a telephone number to call. Which I duly called. To be told by the organisation who replied to my email they had nothing to do with Rachel Galley and to ring another number, where no one picks up the phone. The same repetitive message being played. Totally unimpressed by this.
May 27, 2024
Unprompted review
Reply from Rachel Galley Jewellery
Good Evening, Mrs. Clark,
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(#41574).
We sincerely apologise for the inconvenience caused to you.
We understand the importance of your feedback and kindly request you to reach out us directly at contactus@rachelgalley.com so that our team can provide you with better assistance.
Regards,
Rachel Galley
Customer Service
Rachel Galley non customer service
I purchased earrings from this company and have emailed them several times with an enquiry and have had absolutely no response. The marketing emails keep coming and despite their claim to answer emails within 24 hours, I’m still waiting.
April 29, 2024
Unprompted review
Reply from Rachel Galley Jewellery
Good Evening, Mrs. Parry,
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.
We’ve shared an email with you and request you to please go through it.
We understand the importance of your feedback and kindly request you to reach out us directly at contactus@rachelgalley.com so that our team can provide you with better assistance.
Regards,
Rachel Galley
Customer Service
Reply from Rachel Galley Jewellery
Dear Gail,
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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