by charlotte Reviews 

I am deeply disappointed and frustrated with my recent purchase from by charlotte. In June, I bought a lotus 9k solid gold bracelet, a lotus 9k solid gold necklace, and a travel jewelry case. Out of these three items, two broke in less than a month.

First, the solid gold necklace broke within weeks of purchase. Since I am currently overseas and not in Australia, I had to take it to a local jewelry store to get it repaired at my own expense. Unbelievably, less than a week after the repair, the necklace broke AGAIN in a completely different spot. The craftsmanship and structural integrity of their "solid gold" pieces are shockingly poor.

Second, the travel jewelry case is of equally terrible quality. I used it for less than a week, and the button/snap on the ring section is already about to fall off completely.

Having two out of three brand-new items fail spectacularly within just one month points to zero quality control. To make matters worse, their customer service is very slow and unresponsive.

I will NEVER purchase from this brand ever again. Save your money and go somewhere else that actually values product quality and consumer service. Completely unacceptable!!!

I had such a wonderful experience at the Karrinyup boutique thanks to Catherine. She was incredibly kind, knowledgeable, and genuinely took the time to help me. She was so informative and made the whole experience enjoyable. I’ve honestly never experienced customer service like this before. Because of Catherine, I’ll definitely continue shopping at By Charlotte!

I bought a new set for myself, and I don't regret it. Each earring is beautiful, well made, and the customer service is fantastic. One of the clasps was broken, I posted it back the same day and I had a new one posted to me by the next morning. It only took a few days to get to me.
Highly recommend

Brilliant team and stellar customer service. I would give them a job in a heartbeat 💗

I had purchased the belcher charm necklace previously and decided to add 18k Gold Vermeil Belcher Chain Bracelet bracelet and the matching chain to my collection. Unfortunately, the vermeil color is not 18k; it's very pale in comparison and somewhere between 10-14k shade. Looks extremely cheap and cannot be worn even with any of the by charlotte vermeil jewellery either as the color variation is quite obvious to a discerning eye. Called the store upon receiving delivery and was basically dismissed and told that color varies from batch to batch (one cannot claim 18k and then say color varies!). Left this review on their website and it’s still not showing up after a week which makes me wonder how many low reviews are being censored. Very disappointing.

The team at By Charlotte are so divine. Everyone is friendly, knowledgeable and absolutely so accommodating. I am sure I drove the wonderful Janine (piercer) nuts with my questions, but I can assure you, she was incredible with everything I asked.
The Jewellery is lovely, and the pieces are reasonably priced. The selection is fabulous too.
Janine spent a lot of time with me (and my questions) helping me sort out the positions for my pieces, and while I had looked at the web site and in store and was pretty sure what I wanted, Janine's advice in curating my choices was correct and easy. And her advice on the pieces, well we actually both liked the same things.
Thank you to all in the Paddington Store.
I hope you enjoy your ears as much as I am!

I recently had a small concern and contacted the customer service team at Charlotte. I was extremely impressed with how quickly they responded and addressed the issue. The team was professional, friendly, and genuinely helpful throughout the entire process.

What stood out most was their prompt communication and willingness to resolve the matter immediately, giving me confidence that customer satisfaction is a priority. It’s refreshing to deal with a team that is both efficient and pleasant to interact with.

Thank you to the Charlotte customer service team for the excellent support and positive experience. Keep up the great work!

Strongly suggest not buying from By Charlotte!! Clever marketing have made them a current cult favorite but their after sales customer care is appalling with poor communication, and no willingness to stand behind their product or come to a reasonable resolution. For the cost of their jewellery you should be able to get more than a few weeks wear.

I have spoken to so many people with similar stories after my experience this week in many different circles and so many have had or know someone who has had a terrible warranty experience with By Charlotte.

Would never buy from them again and wish I’d read the reviews and asked around before getting sucked into the hype!!

I always feel guilty writing a bad review on a small business but I think this one is completely valid. My daughter recently purchased a ring for me for mothers day which unfortunately was too big, no other size available and it wasn't really my style so we returned it 4 days after she gave it to me (photos were provided of her gifting it to me so dates were correct). We can both honestly say the ring was never worn and it was returned in exactly the same condition as we received it. The company suggested we had worn it, scratched it and it was not in the condition that it was originally sent out to us in, so basically calling us liars. Realistically the wholesale cost would have been so insignificant that I cannot accept that a company would lose a customer (we may have spent more money and bought something else if even a credit had been offered), receive an extremely negative review rather than honor their return policy. I hope this helps people consider before purchasing from this company. The ring was 100 percent sent out to us without being checked for scratches (which they said gets checked multiple times by their manufacturer - I believe they are the ones being dishonest on this occasion). I think that because the ring was no longer available they didn't want a 'one off' item to try and sell or even hold on to for the sake of satisfying us. Clearly the company has some ethical issues or they would have refunded without question. Also I think they should re-think using Chat GPT for responses to the customer as I cannot think of a more insincere way of dealing with this issue.

Edit - had the piece assessed at an actual jeweller who agreed the fault was in the piece and By Charlotte still refused to take any responsibility!

Very disappointed with the return and warranty process. The charm from one of my earrings was lost on only the second wear after the earring repeatedly came unclasped throughout the day. Given this happened almost immediately after purchase, I would expect it to be treated as a quality issue.

Instead, I was taken through an unnecessarily complicated process that felt distrustful of the customer from the outset. I was asked to provide photos, then a video, and after multiple rounds of back-and-forth communication, I was ultimately directed to visit a store in person, so still have no resolution. For what should have been a straightforward warranty claim, the process has become time-consuming and frustrating, and is still not solved after immediately providing everything I was asked to.

What makes this experience even more disappointing is that many other Australian boutique jewellery brands have much simpler, fairer, and more customer-friendly warranty policies. Rather than feeling supported when reporting what appears to be a product fault, I felt like I was being asked to repeatedly prove my claim again and again when the date of purchase should speak for itself.

Given that this brand positions itself at the premium end of the market and is one of the more expensive options in its category, I expected a much higher standard of after-sales service. In contrast, I have received significantly better customer service and warranty support from other Australian jewellery companies with lower price points and products of comparable quality.

Unfortunately, this experience has made me very hesitant to purchase from this company again or recommend it to friends and family. The jewellery itself is beautiful, but the warranty process and customer service have left a lasting negative impression.

A more streamlined, fair, and customer-focused approach would go a long way.

The team was so helpful with fixing my necklace and had great communication.

I’m really disappointed with my experience with By Charlotte.

After just 7 months of wear, the pendant charm on my necklace broke off and was completely lost. For a product at this price point, I expected much better durability.

When I contacted customer service, I was told there was nothing they could do. I also learned that replacement charms are not available, which is quite frustrating.

I was also asked to provide a photo of the missing charm. Since the issue is that the charm fell off and was lost due to a fault with the product, this request doesn’t make sense.

Overall, it doesn’t feel reasonable to expect customers to replace a necklace every 7 months due to breakage. Jewellery should last longer than this, or there should at least be options for repair or replacement.

Unfortunately, both the product quality and the customer service have been disappointing, and I won’t be purchasing from them again.

Just wanted to say how pleased I was with my recent experience - I went in to find a ring for my friend's baby shower at the Robina location and Annika (so sorry if I am misspelling that!) was so helpful in picking out the right piece - as well as helping me decide about two helix piercings. She was very professional and gentle during the appointment and her calm, friendly demeanor put me at ease in a typically uncomfortable situation. She was very knowledgeable about the piercing process and answered all my aftercare questions. I have had other piercings at other places and this was by far my best experience. Very grateful for her assistance and care!

Terrible customer service from a company that supposedly prides itself on customer care. Purchased earrings and was pleased to get offered 10% discount for signing up.
Purchased following instructions and when the discount didn’t go through I wrote to ask why?
Was told if I buy again I can have 10% off! I certainly won’t be buying again! Misleading behaviour 👎🏼

I have purchased several gold pieces from by Charlotte. They are beautiful quality and the after service care is exceptional.

I was nervous to inquire about a certain piece I wanted to buy, but I did it anyway, and their responses were soo kind and helpful! They truly live up to their customer care standards

I’m really impressed with the quality of the by charlotte jewellery that I’ve purchased. It never tarnishes or loses its sparkle. The customer service is always helpful and shipping is super quick! I highly recommend this company if you’re looking for a gorgeous piece of jewellery that will last a lifetime

I have bought a few pieces from By Charlotte and all are Devine pieces. Well made, the
Service and communications were 100/100, nothing was a problem!
Highly recommend!

I provided some constructive feedback to the team at Charlotte few days ago. They investigated and actioned the feedback in very professional manner. This is what every customer will strive for in stores of Charlotte. I truly appreciate you responding to me in such a professional way April- Thank you🌸

I accidentally bought the wrong necklace for my daughter and reached out immediately. They responded the next day by asking to immediately reply so that they could stop dispatch, which I did but they didn’t get back to me for 3 days in which case the necklace was already sent!!!! I emailed and they put the blame back on me (which I accept was my initial fault). After emailing them with my disappointment, they did not reply. Poor customer service. Very disappointed and now stuck with something we don’t want.