I had a terrible experience with Ask &…
I had a terrible experience with Ask & Embla. The necklace I ordered arrived faulty, and the quality was nowhere near what I’d expect for the price. Customer service was just as disappointing. It took over two weeks to receive the return label, and from there the communication felt inconsistent and untrustworthy. Their words and actions never lined up. Originally I was told I’d receive the refund once the item was in transit because I’d supplied a video and a photo of the faulty of product anyway, but then they said they would need to inspect it upon arrival. After it arrived, I had to chase because at this point it’s already been three weeks since I received the faulty necklace. I then got promised a refund at the 30-day mark, but only after I told them I would dispute the transaction with my bank because they were continuously dragging their feet. Even then, the refund didn’t actually happen. A week later, nothing had been processed. I chased again and specifically asked for proof of the refund that I suddenly received a confirmation email — on that same day. It was very clear the refund had not been issued when they said it had. Overall, the product quality was poor, the customer service was incredibly slow, and the refund process was needlessly drawn out and stressful. Based on this experience, I absolutely wouldn’t recommend shopping with them. EDIT: In further addition to provide context on their reply, it took two weeks for them to send the return label, and the whole reason I had been chasing for it was because I knew I would be away on holiday and expected them to say I was out of return window by the time I got back. In the end, I had to post it the day before my holiday which was not ideal but better than the alternative. I had told them I wouldn’t be able to reply while on holiday but they clearly had their own access to track info since they provided it. Their reply further shows their inexperience in customer service — instead of just apologising, they’re trying to make it seem like the onus is on the customer. “Peak volumes causing delays in final processing” is also not what they said about the refund transaction going through at the time, so another change in their story. Disappointing but not surprising at this point.