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2.6
4 reviews
Replied to 50% of negative reviews
Typically replies within 1 month
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Missing items. I purchased a necklace for my daughter as a Christmas present 26th of November. It’s December 23 today and I still haven’t gotten the product. Two attempts to reach out to the company results in no answer. Absolutely horrible customer service.
Awful company! Terrible customer service. The products fall apart. What a waste of money... So expensive.
Reply from licensedtocharm.com
Hi Nelly, we're sorry to hear about this and would like to rectify it. However we can't find a record of any corresponding contact. Could you please detail the issue via help@licensedtocharm.com and we'll respond. Thank you.
I ordered a bracelet for my Wife on the 20th December with pre-Christmas delivery. The item did not arrive Christmas Eve as expected, I kept checking to see when I would be dispatched, but never was. On the 30th December I received a reply to my emails chasing the item. They confirm a fault was found with the bracelet was discovered on the 30th, and there would be a further 14 day delay. My purchase was terminated without my permission, still waiting for the funds to be returned. Awful, awful, awful, do not use!!!!
Reply from licensedtocharm.com
Hi Paul,
We’re really sorry to hear how disappointed you were – meeting our customers’ expectations is so important to us, especially around meaningful moments like Christmas.
Just to clarify for anyone reading: the order was placed late on the 20th of December, after our advertised Christmas cut-off had passed. We still did our best to fulfil it, but during final checks we found a fault with the bracelet and didn’t want to send something we wouldn’t be happy to receive ourselves. A full refund was issued straight away to avoid further delay.
As a small team creating handmade pieces, things don’t always go perfectly – but we completely understand how frustrating this must have felt. We’ve taken your feedback on board and are working on clearer communication going forward.
We’ve only just claimed our Trustpilot page as it was created via a customer, which is why this response has come a little later than we’d like. The vast majority of our customer reviews (thankfully, very positive!) can be found on our website via Judge.me https://judge.me/reviews/stores/licensedtocharm.com and on Etsy, where we’ve built up a strong reputation over time.
Thank you again for your feedback — we’re always learning.
– The Licensed To Charm Team x
I ordered the Miffy hoop earrings.
The earrings received differed from those advertised in the image and in the description.
I checked these before emailing to complain, and so did my mum. I emailed, and then before replying, they changed the item description to reflect the difference. They then claimed that I was the one who made the mistake.
They let me refund the earrings, but made me pay over £7 to return the item, and only refunded for the original delivery after me asking (breaking several consumer rights laws).
The customer service was shockingly poor. It took days to get a response, and they are very reluctant to help (not refunding return costs, patronisingly telling me that I was in the wrong). I asked them to tell me when the item was delivered back to them, and they promised they would, but I had to chase this information from them too.
Luckily I had a screenshot of the item image from the website, but did not screenshot the description. Both my mum and myself are 100% sure I have not made a mistake as we checked before complaining!
If you decide to purchase, make sure to screenshot absolutely everything. I have lost out on money dealing with this.
Reply from licensedtocharm.com
Hi Eleanor, We’re really sorry to hear that you were disappointed, and while we respect your feedback, we’d like to offer a bit of context for anyone reading this.
We worked directly with you at the time to address your concerns and provided a full refund for the earrings — including the original delivery charge — even though the item was as described correctly in the product information and specs. We also acknowledged the product image was not correct and updated it as a result.
As a small team, we do our best to balance transparency and customer care. While our returns policy typically doesn’t cover return postage unless an item is faulty or incorrect, we explained this and remained in communication throughout.
We’ve only just claimed this Trustpilot page, which is why this response has come later than we’d like. Most of our reviews live on our website via Judge.me (average rating 4.7★) and Etsy shop (average rating 4.9★), where the vast majority of customer experiences are really positive.
We’re genuinely sorry we weren’t able to meet your expectations on this occasion, but we did try our best to help and make things right.
– The Licensed To Charm Team x
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