Atrocious customer service
I should start by saying that the jewellery on this site looks great and I was more than happy to buy something. Unfortunately this is where the problems started.
I purchased a lovely-looking necklace for a friend's 50th birthday. Initially had problems with the site taking a payment, but an email to their 'info' address prompted a quick response (in direct contrast to the communication later on) and was then able to complete the transaction.
Received confirmation email and payment was taken.
No further communication for 5 days when I started to worry that the item would not turn up before the event. According to the site, domestic orders normally take 3-5 working days, so I had bought in plenty of time.
This is where the problems really started. Sent two emails to the 'info' address without reply. Tried to find a contact number on the website, nothing. Found a contact number with the ‘Stripe’ payment confirmation email. No answer to repeated calls.
Found a chat function on the site which had no reply for 3 hours. Finally I heard the 'pop' of a message coming in and thought my problems were over. Unfortunately not... I asked where my order was; it was apparently dispatched the day after I purchased, but no confirmation email sent out, no tracking information, Royal Mail could not help.
They could not send another item for next-day delivery because they had "moved studios this week and [were] still unpacking".
Three separate times I asked for a contact number to discuss my options at this point. Those messages were completely ignored.
Even using the website’s chat function, messages were taking over an hour to be replied to and, even then, the questions themselves were not being answered.
Eventually, after hours of silence and my repeatedly asking for a better way to contact the seller, I received an email cancellation on the order. No apology, no "we must try harder next time", nothing. So I'm now left without a gift.
My experiences with other small retailers on the internet has always been the polar opposite of this one. Normally smaller sellers bend over backwards to be friendly, communicative and customer-focused. Not so with Industrial Jewellery.
If you’re a fan of bad customer service and complete indifference to order issues then this seller is just right for you! If not, look elsewhere.