Custom Collective Omdömen 

Svar från Custom Collective

23 jan. 2026

Hi Shawn,

I’m so sorry to hear that you were disappointed with the quality of your order and that it took longer than expected to reach you. This really isn't the experience we want for our customers, and I genuinely empathize with your frustration.

The holiday season has been incredibly busy, and unfortunately, the high volume of orders—combined with some unforeseen delays from our shipping partners—caused things to move slower than we’d like. I know that doesn't make the wait any easier, and for that, I am truly sorry.

I’ve just sent you an email to follow up personally. If you could please send us a quick close-up photo of the product you received, it would help us tremendously. I want to share it with our quality team right away so we can see exactly what went wrong. From there, we’d love to make it right by offering you either a full remake or a refund as a token of our apology.

Looking forward to hearing back from you so we can fix this.

Svar från Custom Collective

23 jan. 2026

Hi Zeke,

I’m so sorry it’s taken us this long to get things right for you. I completely understand how frustrating it is to reach out multiple times and feel like you aren't getting a straight answer, especially when you were just looking for a simple resolution.

The delay in our replies was purely due to the massive volume of messages we’ve been balancing over the holiday season, but I know that doesn’t make the wait any less annoying for you. I’m really sorry for keeping you in the dark.

To make things right, I’ve gone ahead and issued the refund for the diamond upgrade you requested. Also, please don't worry about returning the original necklace you received—keep it as a gift from us for the trouble.

On top of that, your remake (with the diamond included) is actually in the final stages of production right now and will be shipped out to you very soon at no extra cost. We want to make sure you get exactly what you originally hoped for.

Thank you so much for your patience and for giving us the chance to fix this.

Svar från Custom Collective

20 jan. 2026

Hi Alana,

I’m so incredibly sorry that we let you down. I know how disappointing it is to order early for the holidays only for your gifts to arrive after Christmas—that’s the last thing we wanted for you.

To be completely honest, we had a much larger influx of orders this season than we ever anticipated. As a small team, we struggled to keep up with the pace, and I'm truly sorry that our communication about the delivery date missed the mark. Regarding the gold color, I’ve shared your feedback with our production team so we can look into our plating process immediately.

Because we value your support and want to make this right, I have fully refunded your entire order. Please also keep the necklaces as a gift from us, and I’ve attached a $30 gift card to email for you to use whenever you like.

Thank you for giving us a chance, and I hope we can earn your trust back someday.

Svar från Custom Collective

Uppdaterad 20 jan. 2026

Hello Keaton,

I’m so incredibly sorry that we let you down with your Christmas gifts. I can totally understand why you’re disappointed; having a gift arrive late is frustrating enough, but still waiting on the second half of your order is even worse. I sincerely apologize for the lack of clear communication you’ve experienced so far.

I wanted to personally give you an honest explanation of what happened. The Mommy and Me bracelet was held up because we were missing some engraving details, and it didn't get sent out with your first item as a result.

Once we received your confirmation on January 2nd that you didn't want an engraving, the team got to work. Since our custom pieces take about 8–10 business days to craft, I’m happy to share that it was officially dispatched on January 12th. I’ve already asked our shipping team to pull the tracking number for you, and I’ll send that over the very second it’s in my hands.

Thank you so much for your patience, and I'll be in touch with that tracking info shortly.

Svar från Custom Collective

20 jan. 2026

Hi Felicia,

Thank you so much for your amazing 5-star review! ✨ We’re truly honored to hear that your custom gold “F” necklace with the heart is your favorite piece of jewelry — that means so much to us. We’re glad you love how dainty and timeless it is, and that the authenticity certificate added to your experience.

Thank you for trusting Custom Collective for such a special piece. We hope it continues to bring you joy for many years to come. 💛

Svar från Custom Collective

20 jan. 2026

Hi Patti,

I am so incredibly sorry to hear about this. It really hurts to know that after waiting for your holiday order, the stones and the mounting weren't what you expected. This is definitely not the experience we want for you, especially with something so personal.

I’ve seen your note about the replacement, and I want to make sure we get this right for you immediately. Could you please send us a quick email at hello@customgoods.co with the subject line "PRIO"? This will help me flag it to our team right away so we can track down your replacement status and fix any errors with the design.

We’re ready to help as soon as we hear from you.

Svar från Custom Collective

20 jan. 2026

Hello there,

I am so incredibly sorry to hear about the experience you’ve had. Reading your review truly breaks my heart, as this is far from the holiday experience we wanted for you and your wife.

Please accept my sincerest apologies—not just for the necklace arriving tangled, but for how your initial request was handled. We clearly missed the mark with our communication, and I want to make this right for you immediately.

Could you please send us an email at hello@customgoods.co with your order number and a close-up photo of the necklace? Please use the subject line "PRIORITY: Order Investigation" so it lands right at the top of my inbox and I can personally look into what happened.

I’m standing by for your email and hope we can turn this around for you.

Svar från Custom Collective

20 jan. 2026

Hi Mickey,

Thank you so much for your kind words about the piece — we’re truly happy to hear you loved how it turned out! ✨

We sincerely apologize for the longer-than-expected shipping time. During the holiday season, we experienced an unusually high volume of orders that we did not anticipate, which caused delays with both production and carrier processing.

Your feedback is very important to us, and we’re already working on improving our timelines during peak seasons so we can serve you better in the future. Thank you again for your patience and for choosing us — we truly appreciate your support.

Svar från Custom Collective

20 jan. 2026

Hello Charlie,

I am genuinely so sorry for how things have turned out with your order. Reading about the delay and then the bracelet breaking right away is heartbreaking for us to hear, and I completely understand why you’re so frustrated. This isn't the experience we ever want for our customers.

I wanted to let you know that I’ve already put your order into production for a full remake. We’re making sure this new one is perfect before it heads out to you.

To try and make things right for the long wait and the trouble, I have previously processed a full refund for your original order, which should be back in your account by now. Please consider both the initial order and the upcoming replacement as a gift from us—we just really want you to have a piece you can actually enjoy.

Thank you so much for your patience while we fix this. I’ll keep you updated on the remake!

Svar från Custom Collective

13 jan. 2026

Hi Marta,

I am genuinely sorry for the frustration and the negative experience you’ve had with us. I completely understand how upsetting it is to feel unheard when trying to cancel an order, especially during the holidays. Please know it was never our intention to be rude or dismissive.

To explain what happened on our end—because our pieces are custom-made, they often move into production very quickly so we can get them out to customers on time. By the time our team processed your request, the necklace was already being crafted, and since it’s a personalized item, we weren't able to stop the process or offer a refund at that stage, as we mentioned in our email.

Regarding your delivery, I’ve personally checked your tracking information and it shows that the package was successfully delivered to your front door in Hemlock, MI, on January 11th. Since you don't have it, could you please double-check around your porch, safe spots, or perhaps ask a neighbor if it was dropped off there by mistake?

Because of the stress this has caused, we are processing a full refund for your order.

We are a small team doing our absolute best to make things right. Thank you for your patience.

Svar från Custom Collective

13 jan. 2026

Hi Diane,

I am writing to you today because I’ve just read your review, and honestly, I am so incredibly sorry. Reading about your experience—especially the part where you had to find last-minute gifts under such stress—is heartbreaking for us. This is the exact opposite of the experience we want for our customers.

I want to be completely open with you: we were overwhelmed by the influx of holiday orders this year. While we tried our best to keep up, it clearly wasn't enough, and please know that this is absolutely no excuse for the lack of communication you received. On top of that, our shipping partners faced unforeseen holiday delays that further pushed back your delivery.

I’ve reached out to you via email because we’ve already initiated a full refund for your express shipping. Regarding the packaging, I am truly baffled and disappointed to hear how it arrived. We normally pack every single item securely in its own box with a ribbon and in a gift bag, so to hear that nine necklaces were tangled in one box is unacceptable. I’m not sure where the breakdown happened in our packing room, but I’d love to make it right.

If you’d like us to send out the missing gift boxes so you can present these gifts properly, please just reply to my email and I’ll get them sent out immediately. We’d also love to hear if there’s anything else we can do to resolve this for you.

We are a small team, and we really do care about our work. Thank you for your patience and for giving us the chance to apologize.

Svar från Custom Collective

13 jan. 2026

Hi Jodi,

I am so incredibly sorry for the stress and frustration this has caused. I know this was meant to be a special Christmas gift for your mom, and it breaks my heart to hear that the wait has been such a bad experience for you. You’re right to be upset—it’s been way too long, and I completely understand why you feel this way.

I’ve just personally checked your tracking, and it shows that your package was finally delivered to a PO Box in Niantic, IL, on January 9th.

Because we’ve let you down with this delay, I’ve gone ahead and processed a full refund for your order. Please keep the products as a gift from us once they’re in your hands—there’s no need to worry about sending anything back. It’s the least we can do to try and make things right for the long wait.

Thank you for your patience, and I am so sorry again for the trouble.

Svar från Custom Collective

13 jan. 2026

Hi Nick,

I am so incredibly sorry for the stress and frustration this has caused you. I completely understand why you’d feel this way—waiting that long for an express order, especially when the tracking doesn't seem to move, is genuinely upsetting. I can promise you we aren't a scam, but I know our service didn't reflect that in this instance.

I’ve been looking into your shipment, and I can see that it was finally delivered to your mailbox in Pittstown, NJ today, January 13th.

I know the package arriving late doesn't make up for the holiday delay, so I want to try and make things right. I’ve gone ahead and processed a full refund for the express shipping fee. It’s a small gesture, but we want to show you that we truly care about your experience.

Thank you so much for your patience, and I’m so sorry again for the wait.

Svar från Custom Collective

13 jan. 2026

Hi Maisha,

I am so incredibly sorry to hear about the experience you’ve had. Reading your feedback honestly breaks our hearts because this is the last thing we want any of our customers to feel. I can completely understand why you are so frustrated, especially after waiting for your order only to have it arrive in a condition that didn't meet your expectations or our usual standards.

I want to make this right for you. Could you please send us an email at hello@customgoods.co? If you use the subject line "Priority Review Follow-up", it will come straight to me.

If you’re able to, please include a few close-up photos of the necklace you received, specifically highlighting the rough edges and the finish you mentioned. This will help us investigate exactly what went wrong during production and ensure we provide the proper resolution for you immediately.

We are a small team and we truly care about our craft, so hearing that we let you down is tough.

Hoping to hear from you soon so we can fix this.

Svar från Custom Collective

13 jan. 2026

Hi Phillip,

I am so incredibly sorry for the frustration and the long wait you’ve had to deal with. Reading your experience, I completely understand why you feel let down. It’s definitely not the impression we wanted to leave, especially when you were looking forward to your items for the holidays.

To be honest, we were hit with a massive influx of orders this season, and between our internal production and our shipping partners being overwhelmed, things moved much slower than they should have. We also ran into some tracking delays where labels were printed but the system wasn't updating as the packages moved through the network, which I know is confusing and looks irresponsible on our end.

I did a deep dive into your tracking just now, and I see that your package was finally delivered to your mailbox in Boise on January 11th.

I know the delivery came much later than promised, so I’ve gone ahead and processed a full refund for your entire order. Please keep the items as a gift from us and a sincere token of our apology—there is no need to send anything back.

Thank you for your patience and for giving us a chance to fix this.

Svar från Custom Collective

13 jan. 2026

Hi Al,

I am honestly so sorry to hear about your experience. I can completely understand why you’re feeling this way—ordering something on December 8th and still not having it by January 5th is a long time to wait, especially when you're excited to receive it. It’s also frustrating when tracking doesn't give you the clear answers you need, and I really apologize for how that was handled when you reached out.

We want to make this right for you immediately. Could you please send us an email at hello@customgoods.co? If you could use the subject line PRIORITY and include your order number, I will personally jump in to find the exact location of your package and get this resolved for you right away.

Looking forward to hearing from you so we can help.

Svar från Custom Collective

13 jan. 2026

Hi Don,

I am so incredibly sorry for the frustration we’ve caused you. I completely understand why you’re upset—waiting over three weeks for an update is far too long, and feeling like you can't get a hold of anyone only makes it worse. That is definitely not the experience we want for you.

To be honest, we’ve had a massive influx of orders this holiday season that has slowed us down more than we expected. On top of that, our shipping partners are also facing their own unforeseen delays, which has made our tracking updates look stuck when they shouldn't be.

I want to make this right for you immediately. Could you please send us a quick email at hello@customgoods.co with the subject line PRIORITY? Please include your order number so I can personally track down exactly where your package is and get a resolution for you right away.

Hoping for your kindness and patience while we fix this for you.

Svar från Custom Collective

5 jan. 2026

Hi there,

I am so sorry to hear about your experience. It’s completely understandable that you're frustrated, especially since this was meant to be a special Christmas gift and you haven't received a clear solution after reaching out. This is not the level of quality or service we aim to provide.

We want to fix this for you immediately. Please email us at hello@customgoods.co with the subject line PRIORITY: [Your Order Number].

I will personally ensure our team investigates what happened and provides a prompt resolution for you. Thank you for your patience while we make this right.

Svar från Custom Collective

5 jan. 2026

Hello there,

I am so sorry for this experience. It’s disappointing to hear your ring arrived chipped and has since rusted, especially after you've spent a month trying to get it sorted with us. This is definitely not the quality or service we strive for.

We want to make this right immediately. Please email us at hello@customgoods.co with the subject line PRIORITY: Trustpilot Review and order number. This will ensure your message goes to the front of the line so we can investigate what happened and provide a prompt resolution for you.

Svar från Custom Collective

5 jan. 2026

Hi Bailey,

I am so sorry for the frustration and the delay you’ve experienced. This is certainly not the experience we want for you.

Please reach out to us at hello@customgoods.co with the subject line "PRIORITY: Order Investigation" so we can look into your specific order and provide an exact update on its location.

While we are working hard to get every order out, please keep in mind that couriers are currently experiencing delays following the holiday peak. It can often take a few days for tracking links to update once the package is scanned into their system.

We want to reassure you that we are not a scam; every customer who has ordered from us has received their items, though we are currently navigating some unforeseen logistical delays. We are committed to making this right for you and look forward to hearing from you.