I purchased the birthstone baguette necklace and I was originally pleased as it was as pictured. It unfortunately broke within a year of owning it and eventually I submitted for a remake as offered by... Se mer
Även om vi inte verifierar specifika påståenden eftersom omdömeslämnarnas åsikter är deras egna, kan vi märka omdömen med en ”verifierat”‑etikett ifall vi kan bekräfta att en företagsinteraktion har ägt rum. Läs mer
För att skydda plattformens integritet granskas både verifierade och overifierade omdömen av vår automatiserade programvara som är tillgänglig dygnet runt. Tekniken är utformad för att identifiera och ta bort innehåll som bryter mot våra riktlinjer, inklusive omdömen som inte är baserade på en äkta upplevelse. Vi är medvetna om att vi inte kan lägga märke till allt. Det går att flagga sådant som du tror att vi kan ha missat. Läs mer
Det här tycker kunderna
I absolutely love my gold-plated initial necklace from Custom Collective. I chose the letter “A” for my daughter, and it’s such a meaningful piece that makes my heart happy every time I wear it. It’... Se mer
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I’ve worn a lot of jewelry over the years, but this necklace from Custom Collective Jewelry has quickly become my most meaningful piece. Having my kids’ initials close to my heart makes it feel so per... Se mer
Everyone I worked with was incredibly kind. They had to make a second iteration of my necklace because they felt it was not up to their standards and did a great job communicating that to me. I am so... Se mer
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Företagsinformation
Skrivet av företaget
Boutique and Handmade Personalized Jewelry USA Designed 20,000+ 5 Star Reviews
Kontaktuppgifter
28273, Charlotte, USA
- hello@customcollective.co
- customgoods.co
3,5
Medel
1 tn omdömen
Ingen aktuell inbjudningshistorik
Det här företaget har inte bjudit in sina kunder på länge. Omdömen kanske inte är representativa
Har besvarat 98 % av sina negativa omdömen
Svarar vanligtvis inom 1 vecka
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Ordered earrings for my niece for her…
Ordered earrings for my niece for her 16th birthday in January. The earrings arrived with a crooked wire and cannot be worn. I also ordered earrings for my daughter's April birthday. I am willing to keep the April set but would like the other set to be replaced or with a refund. Numerous emails to Custom Collective with no results in refund or replacement.
15 december 2025
Omdöme utan inbjudan
Svar från Custom Collective
Hi Kathleen,
I am so incredibly sorry to hear that the earrings for your niece arrived damaged. I can only imagine how disappointing it was to have her 16th birthday gift show up with a crooked wire, especially since you were planning so far ahead for both her and your daughter.
It’s also really upsetting to hear that our previous emails didn't get this sorted out for you. That definitely isn't the experience we want you to have with us.
I’d love to make this right immediately. Could you please send a quick email to hello@customgoods.co with the subject line "Priority + [Your Order Number]"? This will help me find your details right away so I can investigate what happened and get that replacement or refund processed for you.
Thank you for being so patient with us, and I really look forward to getting this fixed.
Star Necklace
The necklace is well made & a good weight. It did take 29 days to receive the item. Customer service response was good but not proactive. I had to contact them multiple times for status & shipping updates. Since this purchase, I’ve received notification that the company is working to improve their delivery service. I hope that is the case as then I’d be inclined to purchase from them again.
19 november 2025
Omdöme utan inbjudan
Svar från Custom Collective
Hi Sherry,
Thank you so much for the kind words about the quality and weight of your necklace! I’m really glad you like the piece itself, but I am so sorry for the long wait and that you felt you had to keep chasing us for updates.
To give you a bit of context, our items usually take about 8-10 business days to craft since they are handmade, and standard shipping typically adds another 7-10 days depending on where you're located. With the holiday rush and the huge influx of orders and messages we've been handling, things definitely took longer than they should have, and I apologize that we weren't more proactive in keeping you posted.
We really are working hard to improve our delivery and communication so this doesn't happen again. We’d love to have you shop with us again in the future, and we'll make sure your next experience is much smoother.
Thanks again for your patience and for giving us a try!
Do not order from this company
Do not order from this company. I ordered a cross necklace for my daughter for Christmas. The cross became detached from the chain within two weeks. I made initial contact with the company on January 15 and they agreed to replace the necklace. They said it would be shipped within 8 to 10 business days. I followed up with the company on January 23 and they said they were still making the necklace. It is currently February 10 and I have received no notice of shipping. I sent the company an email three days ago and have yet to hear a reply of when/if it will be shipped. At this point, I think they have taken my money and will not be sending me anything to replace the broken necklace. The customer service is horrendous. Stay away from this company!
10 februari 2026
Omdöme utan inbjudan
Svar från Custom Collective
Hi Bridget,
I am so incredibly sorry for the frustration and worry we've caused you. I completely understand why you’d feel this way—especially since this was a Christmas gift for your daughter and it’s been such a long wait to get it fixed. That is definitely not the experience we want for you.
I’ve personally checked our records, and I can see that your order has entered our remake process. I’m going to follow up with our production team right now to get the absolute latest status on the remake and see what the hold-up is.
I know words don’t fix the delay, so as a sincere apology for the stress and the lack of communication, I have processed a full refund for your order. Please consider the replacement necklace a gift from us once it arrives; we want your daughter to have it and enjoy it.
I’ll be in touch very soon with a shipping update for you. Thank you!
They bracelet was perfect
They bracelet was perfect! Considering the busy times of the holidays, the gift came rather quickly!
15 januari 2026
Omdöme utan inbjudan
Svar från Custom Collective
Hi Joe! That is such a relief to hear! Thank you so much for the 5-star review. We were working extra hard to get everything out as fast as possible during the holiday rush, so I’m really glad your bracelet made it to you quickly. Hope whoever received the gift loves it!
I am updating my review after working with Angel.
I am updating my review after working with Custom Collective to address my issues. They have been good communicators with me and clearly want their customers to be happy. It took longer than I thought it would to produce the bracelet, but I received it, and it's beautiful, worth the wait! 2/9/26
8 december 2025
Omdöme utan inbjudan
Svar från Custom Collective
Hello there,
Thank you so much for taking the time to update your review. It really means a lot to me and the rest of our team here.
I’m so glad to hear that the bracelet finally arrived and that you find it beautiful—it’s always our goal to make sure the quality is worth the wait. We definitely appreciate your patience with the production time and your kindness while we worked through everything together.
Thank you again for giving us the chance to make things right!
Don’t use them
Don’t use them. Read the reviews.. and don’t pay extra for shipping if you do use them… TERRIBLE CUSTOMER SERVICE and took like 3 months to get it and it honestly wasn’t even a good item….
9 december 2025
Omdöme utan inbjudan
Svar från Custom Collective
Hi Andy,
I am so sorry for the experience you had with us. It’s really disappointing to hear that the shipping took so long and that you weren't happy with the item when it finally arrived. We always aim to do better than that.
We would love the chance to make this right for you. Could you please send us an email at hello@customgoods.co with the subject line "Priority + [Your Order Number]"? That way, we can look into exactly what happened and find a resolution for you immediately.
Hope to hear from you soon!
Cheaply made, expensive shipping. BBB complaint filed.
The bracelet is cheaply made with "extender" links instead of a solid link chain. I also paid express shipping so it would arrive before Christmas. It did not arrive and and it was not shipped express. While the customer service has told me they won't refund the bracelet, they did say they would refund my shipping charges. They have NOT. I have filed a complaint with the BBB. Do Not Purchase from them!
9 januari 2026
Omdöme utan inbjudan
Svar från Custom Collective
Hi Carol,
I am so incredibly sorry to hear about your experience. It’s clear we’ve let you down, both with the bracelet itself and the shipping delays, and for that, I truly apologize. This is definitely not the experience we want for you.
To be honest, we had an unexpected surge of orders this season which, combined with some heavy holiday delays from our shipping partners, caused things to get backed up more than we ever intended. That said, I know that doesn't change the fact that your gift didn't arrive on time.
Regarding the refund for your shipping and the quality of the chain, I want to make this right immediately. Could you please send us a quick email at hello@customgoods.co with the subject line "Priority + [Your Order Number]"?
I’ll be watching for your email so I can personally follow up with our quality team and make sure that shipping refund is processed right away. We really value your feedback and would love the chance to fix this for you.
This is a follow up to an earlier review
This is a follow up to an earlier review. I received not only an apology, but also a complete refund and was gifted the bracelet that I originally purchased. I was pleasantly surprised, and I was encouraged that this company did stand behind their words. I would definitely use this company again!
3 februari 2026
Omdöme utan inbjudan
Svar från Custom Collective
Hi Mary,
Thank you so much for taking the time to share this update and for your kind words. We truly appreciate the opportunity to make things right and are glad to hear that our resolution met your expectations. Your trust means a lot to us, and we’re grateful for the chance to serve you. We look forward to assisting you again in the future! 💛
Pretty piece, not punctual nor accurate tracking
Ordered a necklace with custom birthstone as Christmas gift with plenty of lead time as description stated. Necklace never had accurate tracking when I reached out to CS they said it was "mailed" but it took almost 6 weeks from ordering date and additionally 2 weeks from when they said they mailed it. Would not order again unfortunately due to slow process
2 december 2025
Omdöme utan inbjudan
Svar från Custom Collective
Hi Jenny,
I’m so incredibly sorry that your gift took so much longer than expected to arrive. I know how disappointing it is to plan ahead for Christmas only to have the timing fall through, and I truly empathize with the frustration that caused.
To be completely honest, we were hit with an unforeseen influx of orders this season. Between our production team working through those and the shipping carriers experiencing their own heavy holiday delays, things took much longer than they ever should have. I know that doesn't change the wait you had, but I wanted to be open with you about what happened.
As a small token of our apology, I’ve gone ahead and processed a full refund for your shipping fee. You should see that back in your account in the next few business days.
Thank you again for your patience and for giving us a chance.
Buyer beware! Once you order your item there is no customer service or human to speak to if you have any issues. No shipping updates. No return process. .
Ordered a $98 bracelet on Dec 5,2025. They stated on their order page that the item was guaranteed to arrive prior to Christmas (as this was a Christmas gift). After paying with my credit card I received confirmation that the payment went through, but I never received an email confirming my order. Thank goodness I took a screenshot of the payment confirmation #. I called the customer service phone # on Dec 20th to check on the status of order.sonve I had not received the item yet or any shipping updates. There was no human to talk to, only an automated message. I entered in the order number as requested by the automated message. It stated there was no such order number. Left voice message for call back. No one returned my messages. No reply to email sent to customer service. Two days later I called my credit card company to dispute the charge because there was no way to reach anyone at the company. On day three, I received a vague email back from support stating they are working on it. No detail on when it would ship or when it would arrive. I was then told my order # was something different than what was on the payment confirmation. The item arrived via USPS on January 2, 2026. I no longer needed the item at that point. Terrible customer service. Don't believe quoted shipping times & don't expect any customer service. Buyer beware!
5 december 2025
Omdöme utan inbjudan
Svar från Custom Collective
Hello Allison,
I am so incredibly sorry for the stress and frustration we caused you. Reading about your experience, I completely understand why you feel this way—especially since this was meant to be a Christmas gift. It’s disheartening to hear that our communication wasn’t there when you needed it most, and for that, I’m truly sorry.
To be honest, we were hit with an unforeseen influx of orders this season that we weren't fully prepared for. This, combined with holiday delays from the shipping carriers, created a challenge that resulted in your order arriving way past the date we promised. It’s certainly not the experience we wanted for you.
We truly want to make this right and have sent you an email to further address and resolve the issue.
Thank you for your patience and for giving us a chance to fix this.
Wrong Item, No Remedy
Ordered an item on 20 Nov 25. Wrong item arrived on 23 Dec 25 ( necklace instead of ring). Immediately notified them of the wrong shipment and sent them a pic of the item I recovered. Was told the correct item would be shipped. Was told to keep the wrong item when I asked about coordinating shipment of the wrong item back to them. Ever since, requests for status have been ghosted or responded to with solicitations for customer survey. Told on 22 Jan 26 that the correct item would ship the week of 26 Jan 26 and they would provide a tracking number upon shipment. To date, 31 Jan 26, no email.
In response to the request for customer survey, here it is. Think I’ll still get the $30 gift certificate for leaving one?
23 december 2025
Omdöme utan inbjudan
Svar från Custom Collective
Hi Robert,
I am so incredibly sorry for the experience you’ve had with us. Reading through your timeline, I completely understand why you're so frustrated—falling short on our promise to send the correct item and then leaving you without an update is not how we want to treat our customers, especially after such a long wait.
I genuinely apologize for the lack of communication you've dealt with. Could you please send us a quick email at hello@customgoods.co with the subject line "Priority + [Your Order Number]"? I want to personally check the latest status of your replacement and make sure you have the tracking info immediately.
Thank you for your patience and for giving us a chance to fix this.
I ordered a birthstone ring for my…
I ordered a birthstone ring for my granddaughter. I let her pick it although I was Leary because I’ve never heard of custom collective but the continuous update gave me piece of mind. Once it arrived we was surprised of the quality. I definitely would recommend this company!!
8 december 2025
Omdöme utan inbjudan
Svar från Custom Collective
Hi Terry,
Thank you so much for sharing your experience! We truly appreciate you giving Custom Collective a chance, especially for such a meaningful gift. We’re so glad the updates gave you peace of mind and that you were pleasantly surprised by the quality of the birthstone ring. It means a lot to us that you’d recommend our company, and we hope your granddaughter cherishes her ring for years to come.💍
My wife loved the necklace
My wife loved the necklace! It came out exactly how she was expecting and it arrived just in time. Had an issue at first with shipping when I placed the order, but I sent and email and got a quick response and the shipping issue fixed! Definite recommend to anyone considering a personalized piece of jewelry.
25 december 2025
Omdöme utan inbjudan
Svar från Custom Collective
Hello Efrain,
Thank you so much for your wonderful review! We’re thrilled to hear that your wife loved the necklace and that it turned out exactly as she expected. We’re also glad we could quickly resolve the shipping issue and ensure it arrived just in time. Your recommendation truly means a lot to us, and we appreciate you trusting us with such a special personalized piece. We hope to serve you again in the future!
Material is Poor Quality
Product is poor quality and not as described nor expected. There was a hard time contacting customer service receiving responses late night or early morning, no way to talk to a real person. Good luck getting your money back even with the return policy.
19 januari 2026
Omdöme utan inbjudan
Svar från Custom Collective
Hi Jason,
I’m so incredibly sorry to see that you’re unhappy with the quality of your order and that you had such a tough time getting a hold of us. I truly understand how frustrating it is to feel like you’re stuck with a product that isn’t what you expected.
That is definitely not the experience we want for you. To make things right immediately, I’ve gone ahead and processed a refund for your order—you should see that back in your account in a few business days. You don’t need to worry about returning the item—you’re welcome to keep it. We just want to make this as simple as possible for you.
Thank you for being honest with us, and I’m so sorry again for letting you down.
Just like the other comments I ordered…
Just like the other comments I ordered a ring on December 17th, 2025 and it is now January 27th, 2026 with no delivery and them being vague promising me it would be shipped last week. It did not happen.
17 december 2025
Omdöme utan inbjudan
Svar från Custom Collective
Hi Ty,
I am so incredibly sorry to hear that you’re still waiting on your ring. I can completely understand why you’re feeling frustrated—waiting since December 17th is a long time, and I hate that we let you down after promising it would ship last week. That’s definitely not the experience we want for you.
I’d love to step in and get this sorted out immediately. Could you please send us a quick email at hello@customgoods.co with the subject line "Priority + [Your Order Number]"? This will help me flag your case to our team right away so I can give you a concrete update on exactly where your order is.
Thank you so much for your patience, and I’ll be looking out for your email.
The order took over a month to ship/never got necklace
The order took over a month to ship. Then I never needed up even getting my order because it got lost in shipping. Which is clearly not their fault, however their customer service has been nonexistent. If you were to ask this company they probably think I received the item I bought, because it seems like no one is actually concerned their customer didn’t actually get the item.
2 december 2025
Omdöme utan inbjudan
Svar från Custom Collective
Hello Dylan,
I’m so incredibly sorry to see this review, and I want to start by apologizing for the lack of communication you've experienced. I completely understand why you’re frustrated—waiting over a month only to have the package go missing is a terrible experience, and feeling like no one is listening makes it even worse.
I want to reassure you that we genuinely care and are currently investigating exactly what happened with your order alongside our service provider. According to the tracking records we have, it was marked as successfully delivered to a mailbox in CANFIELD, OH, but clearly, something has gone wrong. As soon as we hear back from the carrier, I will update you immediately.
Thank you so much for your patience, and I’ll be in touch very soon with an update.
Poor quality & timeline management
I can count on less than one hand how many reviews I’ve written in my 50+ years, but this experience was disappointing enough that I feel others should be warned.
I placed an order with Custom Collective on December 8 for two necklaces. Their website stated an estimated timeline of 8–10 days for production plus shipping. By December 25, the order was still marked “in production,” meaning one of the necklaces could no longer be given as a Christmas gift. I emailed to ask about the delay and received a response that simply repeated the stated timeline, with no acknowledgement that it had already been missed. On January 5, when the order still showed as “in production,” I emailed again. This time they issued a shipping credit, but the necklaces did not ship until later and were finally received on January 12, well beyond their own stated timeframe. At no point during ordering or checkout was there any notice that an order placed on December 8 would not arrive by Christmas. Do not order from this company expecting them to stand behind their timelines.
Had the delay been the only issue, I may have ordered from them again in the future. Unfortunately, the biggest disappointment was the quality.
One of the necklaces is a carved name piece that is supposed to display my grandma name. The carving is not legible. To be sure it wasn’t just my opinion, I asked several other people to look at it, and not a single person could tell what it said. I sent a photo to the company, and their response was simply that they could read it, which is not reassuring, considering they already knew what it was supposed to say. The necklace was not inexpensive so I wore it to work and was asked multiple times, “What does it say?” Or “What does it mean?” (She thought it was a symbol ) I will not wear it again.
Overall, the delays, lack of communication, poor quality, and most importantly, the lack of acknowledgement or effort to make things right have ensured that I will never order from this company again.
Edited to say I’ve contacted the company, due to their response below, and will keep this updated.
2nd edit- after email communications with this company, they did not change their stance stating that the jeweler verified the name. If a necklace’s font is illegible to everyone except the jeweler or the company that fulfilled the order, who should reasonably be believed? My recommendation would be to send a preliminary sketch for approval before anyone spends money on a necklace that cannot even be worn. No resolution was reached with this company and I am stuck with $100 necklace that cannot be worn.
10 januari 2026
Omdöme utan inbjudan
Svar från Custom Collective
Hi Marie,
I am so incredibly sorry to read about your experience. Honestly, reading this breaks my heart because we never want a customer to feel ignored or disappointed, especially with items that carry so much personal meaning.
To be completely open with you, we had a much larger influx of holiday orders than we ever anticipated, and our shipping partners also faced some really tough unforeseen delays. But I want to be clear—that is absolutely no excuse for the lack of communication you received or for a product that you aren’t proud to wear.
I’m especially sorry that our previous response about the carving felt dismissive. We want you to love your necklace, not have to explain it to people.
If you’re willing to give us one more chance to fix this, could you please email us at hello@customgoods.co? Please include your order number and some close-up photos of the necklaces so I can show our quality team exactly what went wrong. If you could use the subject line PRIORITY, it will come straight to me so I can offer you a proper resolution immediately.
We really hope to hear from you soon.
Worst customer service and ordering…
Worst customer service and ordering experience of my life. Placed my order on 12/5 and was guaranteed delivery by Christmas. After multiple attempts to reach out to the company, I requested a refund as my order was not going to arrive by Christmas. They said they upgraded my shipping but yet my order still didn’t arrive until 1/5. Customer service never acknowledged my request for a refund. Quality of the necklace is sub-par and not worth all the trouble I went through to order, be lied to and even dispute with my credit card. Do not order from this company!
21 januari 2026
Omdöme utan inbjudan
Svar från Custom Collective
Hi Tori,
I am so incredibly sorry for the stress and disappointment we’ve caused you. Reading about your experience really hurts, especially knowing we missed the mark on your Christmas delivery and didn't give you the clear communication you deserved.
To be completely honest, we were hit with a massive influx of holiday orders and more messages than our small team could keep up with at the time. That’s no excuse for the delay or for missing your refund request, but I wanted to be transparent about what happened on our end.
I also feel terrible to hear that you aren't happy with the quality of the necklace. We’d love the chance to look into this with our quality team. Could you please send an email to hello@customgoods.co with the subject line "Priority + order number"? If you could include your order number and a few close-up photos of the issue, we’ll investigate this immediately and find a resolution for you.
Hoping to hear from you soon so we can fix this.
Absolute Garbage!!!
These people must write their own reviews because it seems like everyone is so overjoyed with their purchases. I bought a sterling silver necklace with my son’s initials on it. I was so excited to give it to her. It even came with a free mystery item which were earrings. The necklace was absolute garbage. It left a black mark on my wife’s neck and was even too small for her neck. Sterling silver should not leave a tarnished black mark on your neck. (Her neck is normal size). The earrings looked like they could have been sold at the dollar store. I was denied a refund and told that the products I purchased were made to their custom standards. This company is an absolute scam. I doubt this review will even be posted on their website. This company is all smoking mirrors. They seem legit because of their professional words and “custom care” but they do not take accountability for their garbage products. Thanks for just stealing my money!! 🙄
25 december 2025
Omdöme utan inbjudan
Svar från Custom Collective
Hi Mark,
I am genuinely so sorry to hear about your experience. Reading how excited you were to give this gift to your wife, only to have it end this way, is really heartbreaking for us to hear. That is not the experience we want for any of our customers, especially when it’s a meaningful gift for family.
I truly apologize for the frustration regarding the quality and the fit. We stand by our products, and it’s clear we missed the mark here. I’d love the chance to look into this personally and see what went wrong with the material and the sizing.
Could you please send an email to hello@customgoods.co with the subject line “Priority”? Please include your order number and a few close-up photos of the necklace and the areas where it caused the marking. I want to bring this straight to our quality team to investigate and find a resolution that makes things right for you.
We really appreciate you giving us a chance to fix this.
Avoid: Late delivery, incorrect items, and sarcastic service
I placed an order on Dec 10, paying a $29.99 premium for "Priority Express" shipping. The website explicitly labeled Standard shipping as "Christmas Not Guaranteed" but left that warning off the Express option, creating a clear expectation of holiday delivery. The item arrived 31 days later, missing the holiday entirely.
Upon arrival, the item was the incorrect metal (Gold instead of Silver). When I reached out to resolve this, the representative (Tony) was dismissive and unprofessional. After refusing to honor their "100% Happiness Guarantee" without charging me even more fees to fix their mistake, the representative ended the email by telling me to "have a day you deserve."
I had to involve my bank to recover my funds as the merchant refused to take accountability for their own interface errors and late delivery. I strongly advise shopping elsewhere for time-sensitive gifts.
10 december 2025
Omdöme utan inbjudan
Svar från Custom Collective
Hello Ron,
I am so incredibly sorry to hear about your experience. Reading your review really saddened us, and I want to personally apologize for the frustration we’ve caused you. This is definitely not the impression we want to leave, especially when you chose us for a special gift.
I’ve looked into your order to see where things went wrong. First, I want to take full responsibility for the delivery taking as long as it did. I know how disappointing it is to wait that long. To be completely transparent, our Christmas cutoff was December 8th. Since your order was placed on December 10th, it was unfortunately outside that window. Even with express shipping, we couldn’t guarantee it would arrive by Christmas because each piece is custom-made, but I hear you—we could have made that clearer on the site. To make this right, I’d like to refund your express shipping cost immediately as a token of our apology.
Regarding the metal color, I checked your order form and it shows that Gold was selected. We always craft our pieces based exactly on the information entered so we can make sure everything is just the way the customer wants it. Our policy is that if we make a mistake, we remake it for free, no questions asked. Since Gold was the color on the form, we were just asking for the shipping cost to be covered while we handled the cost of the remake for you.
We’re here to help and hope we can move forward on better terms.
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