“You guys should change your staff or policies because this is terrible. Not only does the customer have to cover the costs of returning the item (+ any applicable duties), but they also refuse to accept the package back, completely ignoring customer support requests. My experience ended up with me wasting €321 on a bracelet that didn't fit me, and an additional €120 trying to return the item. It's just a scam, don't bother wasting your time and money.”
“My daughter ordered a ring for my birthday in September but it was never received. Carat insisted it had been delivered to the shipping address but the delivery picture did not match the shipping address. Carat then came back and said it had been delivered three doors away. But they had no knowledge of a delivery and again the delivery photograph didn't match their address either. I have emailed all relevant information to Carat on several occasions and told them to check what I have said on Google maps but I had received no reply from Leanne at customer service. My daughter has spent hundreds of pounds with Carat in the past, mainly at their retail outlets but she won't be ordering anything else from them.”
“I have purchased many items from Carat over the years and always been reasonably happy with the product and service however; this year I feel compelled to warn others of their appalling customer service. I ordered two sets of earring as xmas gifts on the 13 Dec in good time for these to be delivered as xmas presents. There was no indication on the site or in any correspondence that the order was facing stock issues. On the afternoon of the 23rd Dec, having chased the order, I was informed that one of the earring sets would not be delivered until the 17th Jan! Whilst I fully accept that stocks do run out, Carat must realise that an order placed in Mid Dec is likely to be a Xmas present and if stock is an issue they should warn customers or inform them as soon as they know there is an issue in satisfying that order in time. Leaving it until it is too late for someone to source an alternative xmas present (when they have sat on an order for 10 days) is unacceptable customer service. My advice is to stay clear of Carat if you are ordering a gift against an important date. There are many other jewellery providers who are more caring of their customer needs and service. This has spoiled a Xmas present for a very special person and is the last time I will ever use Carat. I would also add that I have seen a sharp increase in complaints against Carat in recent months so I see this as a trend and not a one-off. Be careful.”
