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Business Profile

Jewelry Stores

Alexa Kelley

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Jewelry Stores.

Complaints

Current Alerts For This Business

Pattern of Complaint:
BBB files indicate that this business has a pattern of complaints concerning that the business delays deliveries consumers paid for and fails to meet the promised 2-week processing and shipping timeframe as shown on the website. Additionally, consumers also report a lack of response from the business when inquiring about their orders, with many stating that they have only received automated responses or no communication at all.

On September 19, 2024, BBB submitted a written request to the company encouraging them to address the pattern of complaints. As of October 8, 2024, BBB has had no response. 

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Complaint Details

Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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Complaint Status
Complaint Type

  • Initial Complaint

    01/24/2025

    Complaint Type:
    Sales and Advertising Issues
    Status:
    Unanswered
    Placed order ***** on August 10th 2024. On September 18th, I got a notification advising the order was delayed due to high order volume, but that my order was being shipped that week. They also mentioned including a pair of studs & $15 store credit for the inconvenience. On October 28th, I got an email advising a shipping label had been created. I have sent countless emails trying to get the status of my order or a refund, as well as sending DMs on their Instagram account and no response what so ever. Its January 24, ************************************************* a response from this company! Id appreciate your support on helping me get an update on an order I placed 5 months ago.

  • Initial Complaint

    01/10/2025

    Complaint Type:
    Service or Repair Issues
    Status:
    Unanswered
    I ordered two rings totaling about 150 dollars on aug 5. Ive never seen a shipping email. Its January! Ive emailed 5 times! I have sent several DMs via instagram. I have commented on post and stories! Go to trust pilot and read the reviews! They arent shipping anyones orders! The better business bureau needs to s*** them down asap! Isnt that fraud?

  • Initial Complaint

    01/05/2025

    Complaint Type:
    Order Issues
    Status:
    Unanswered
    Business charges you for goods and does not send the items paid for

  • Initial Complaint

    12/30/2024

    Complaint Type:
    Service or Repair Issues
    Status:
    Unanswered
    I placed an order for $213.00 for items that I have not received and there has been zero communication from this company when I have contacted them on multiple different occasions. This company is a scam.

  • Initial Complaint

    11/12/2024

    Complaint Type:
    Service or Repair Issues
    Status:
    Unanswered
    On April 29th 2024 I placed an order for this website. I received apart of my order on May 28th 2024. I was never shipped the " Bianca ******** when I go to track my order 7 months later It still states "confirmed" "we have received your order" but they will not ship the item. The only way to get ahold of the business is through their "Help email" and they will not reply . Every time you send them an email they send an automated reply stating that they are backed up and to please allow ***** hours to reply. I have sent multiple emails without any information on why my item has not been shipped. Again it has been 7 months since I placed this order and have had not been able to get in touch with the company in regards to a refund or shipment of my purchase.

  • Initial Complaint

    10/12/2024

    Complaint Type:
    Product Issues
    Status:
    Unanswered
    I purchased a ring from Alexa Kelley on August 8th. The website did say pre-order but it has been two months and I have emailed this company MULTIPLE times on multiple occasions with hardly a response. Sometimes I will receive an automated email telling me they will respond within 1-2 business days (which they never do). One of the responses I received I was informed the pre orders would start shipping in September. We are now well into October and I have emailed again with no response and with no information regarding my purchase of an $80 ring. Monetary value aside, the customer service and lack of information at all is concerning. I dont know if this company is an absolute scam but Im usually very patient as long as the company responds and assures me this is not a scam and I will be receiving the product I paid for especially since they dont allow refunds on pre-order items. Extremely disappointed in this companys lack of communication and incompetence when it comes to accurately providing information for products on their website. I want this business to get a warning to get their act together and provide better communication. And I would like my product I paid for and at MINIMUM a response from the company that doesnt seem like an automated message just pushing me off.

  • Initial Complaint

    10/10/2024

    Complaint Type:
    Delivery Issues
    Status:
    Unanswered
    I placed an order on 7/25 and still have never received it. They claim to have shipped it and provided a tracking number but the "shipment" has been sitting in ********* for over a month. There is no one you can talk to over the phone and most messages are automated. They are aggressively advertising on Instagram yet they are not able to fulfill orders from months ago to other customers. I have ordered from them before and had another issue where I paid for expedited shipping and it was 2 months late and I never got a refund for that shipping fee; that was July 2023. So I hoped that the supply chain management issue had been resolved and decided to give them another try, this experience has been worse.

  • Initial Complaint

    10/07/2024

    Complaint Type:
    Product Issues
    Status:
    Unanswered
    I placed an order on July 24, 2024. Payment was taken from my account July 25. I never received my order. I sent multiple communications about my order, the first asking for a status on 8/4. I was provided an automated response stating processing times were higher than usual and to wait 1-2 business days for response. I got another automated response 8/14. I sent follow up on 8/23 asking for a refund or my order be shipped- no response. I finally got shipping notification 9/4; however, the tracking says the package is pending pickup from the postal office. I sent another email 9/15 demanding a refund, and got yet another automated response, and then another on 9/25. The automated response also says if you continue to contact, every time you message or email your message gets moved to the end of the queue.

  • Initial Complaint

    10/06/2024

    Complaint Type:
    Sales and Advertising Issues
    Status:
    Unanswered
    I placed my order from Alexa Kelley for the ****** ring on June 20th, 2024. I have since attempted to contact the business regarding updates to my order with no updates or communication outside of automated emails. I finally received two emails notifying me that my order was prepared and a shipping label had been created on September 6th, 2024. I have since reached out twice asking for an order update and have received no response as of October 6th, 2024. All communication attempts and responses have been attached.

  • Initial Complaint

    09/30/2024

    Complaint Type:
    Service or Repair Issues
    Status:
    Unanswered
    I placed an order online after seeing their advertisement on Instagram. The order was placed on August 14th. The items were never shipped. I was never refunded. I have reached out to the company via email at least 10 times and on social media for help. They only respond with automated messages. I want the order cancelled and a full refund.

Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩

BBB Rating & Accreditation

F

This business is not BBB Accredited

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Years in Business: 3

Customer Reviews are not used in the calculation of BBB Rating

Reasons for BBB Rating

Contact Information

8800 Lombard Pl Apt 1902

San Diego, CA 92122-1664

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Customer Complaints Summary

35 total complaints in the last 3 years.

24 complaints closed in the last 12 months.

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