Francesca Jewellery - Melbourne (VIC)

5 /5 Tegan: Ive had one of my best customer service experiences from Francesca Jewellery, and I couldnt be happier with the outcome! In late-2023, I purchased a silver locket from their website which was incredibly special to me. Why, you ask? Well, it had a photo of my dog Lucy inside, and I was off to live overseas for a year without her. About three to four months later, I noticed some of the vanish on the front of the locket wearing. However, at the time, I didnt really have the capacity to return it. So, I instead continued wearing it, and once I arrived home I reached out to Francesca to see if theyd be able to help, or recommend how I could improve the appearance. Low and behold, after a few emails, and sending the locket off to be inspected, they offered to replace it -- even though the warranty period of three months had well and truly passed. While this was fantastic service in and of itself, they went one further. You see, it was only after they were shipping a new one to me, that I realised I should have taken those precious photos out... But, when I emailed to ask if they could send me back the photos (to save from printing, cutting, and trying to squeeze them in myself), they let me know that theyd already included new photos inside. It was the most wonderful gesture, and incredibly thoughtful. They truly went above and beyond to help, and I couldnt be more grateful. Not to mention that their communication was flawless and timely, and the product itself is beautiful (of course). So, thank you so much to the team at Francesca Jewellery. I couldnt recommend them highly enough!

5 /5 christina: I am a regular purchaser at Francesca Jewellery, and as much as I love every item I buy, what I love even more is the customer service. I am often in the Melbourne store looking for presents for my friend’s birthdays, and every single time the girls are always so helpful in helping me decide what to purchase (asking what my friends like, taking each item out of the cabinet, even waiting for my to send photos of each item to my other friends to help decide before putting the pieces back). Thank you so much for always being so helpful!

4 /5 Devon Adams: UPDATE: After putting in a complaint I was contacted within 48 hours. The team fixed the problem and sent a new locket to my friend over in the UK. Still ruined the surprise but it was the thought that mattered in the end. Ordered a gold locket for My childhood best friend as a surprise for Christmas as shes moved for work overseas and is homesick missing her family and us. She opened it up early as she couldnt wait only to find the locket completely empty and no box photo. This is usually something Id get delivered to myself first before giving someone a gift but with her living on the other side of the world I trusted it would arrive complete. From the photos I believe its great quality, waiting on support to get back to me regarding this problem. Huge disappointment especially since it was meant to be a surprise.

5 /5 tayhla111: Such a wonderful experience dealing with Shari over the phone while discussing bracelet designs for my grandmother to gift to my mum and aunties. Shari was so helpful and knowledgeable. She made the process so easy and I could tell she genuinely cared. Thankyou for making this special gift even more meaningful! ❤️

1 /5 Haley Bennetts: I recently had a disappointing experience with this company. I attempted to place an order for three pairs of earrings, enticed by a discount code I saw posted by an influencer just six days earlier. The influencer made no mention of an expiration date, so imagine my frustration when the code turned out to be invalid. Upon contacting customer service, I was informed that the code had expired the day before. While they offered a $10 credit, it hardly compensated for the approximately $40 discount I was expecting. This lack of transparency and the minimal effort to resolve the issue left me feeling undervalued as a potential customer. Ultimately, I decided not to make the purchase. If youre considering buying from this company based on an influencers code, proceed with caution and double-check the terms to avoid a similar letdown.