"Website could use improvements, but Customer Support made up for it."

Before I start, I must say that I usually always check TrustPilot before I buy online. I was honestly sceptic when I read that there were only two types of reviews for RoxanneFirst - 1 star and 5 stars - and that the majority were 1 star.

I decided to take my chances anyway and went on to purchase a birthday present for my wife (to be delivered outside of the UK) and I immediately experienced a few issues with the website. Once I reached the checkout page, Duty and Taxes were added while it seems the UK VAT was not removed from the item price. Also adding a discount code was triggering shipping fees which should not be applied as the order was over the 500 euro threshold.

I reached out to get clarification and assistance and the support I got could not have been better. My main concern was the shipping charge which should not have been applied and I was assured that they would be refunded right after I placed my order. The second the order was placed, the refund for the shipping was initiated. The item was on its way with UPS within a couple of hours.

I was initially going to give my review four stars as I was a bit annoyed with the issues I encountered on the website, but the support I got made up for it.

Ruby, who was the person I was dealing with, was extremely patient, polite and helpful all along. Thank you again Ruby.

" Worst quality and customer service"

Bought the beaded MAMA necklace by Roxanne First in November. It’s already broken. £295. Contacted the very unhelpful customer service to be told they will take no responsibility for it as it was bought via Liberty. This is despite the fact their website states all pieces carry a year warranty. Will never buy from them again

"Loved the company but an earring broke…"

Loved the company but an earring broke after 6 months and their only reply was stating I shouldn’t have taken them in and out everyday. Shameful way to respond to a customer over a design flaw from their side.
All I can say is that I’m glad I hadn’t bought a tennis bracelet from them knowing their customer service quality now.

"Gorgeous, wonderful, brilliant! THANK YOU!"

I have purchased from Roxanne First since the brand began, I found it when they launched in Selfridges. It is all totally gorgeous. Like sweets. I can't get enough! The team is wonderful - Ruby is so helpful, and kind. I've honestly purchased countless times from the brand and will tell anyone who will listen about it! Rocky is also totally divine, and so on point with her suggestions. Couldn't recommend the business more highly!

"Disgraceful"

Disgraceful, rude and ignorant company who need some serious training in customer service skills and need to use more reliable trustworthy couriers. They don’t care about you as a customer and they are prepared to use dirty, bullying and stalking tactics if things do not go their way. I would avoid buying from this company at all costs, if something goes wrong they really couldn’t care less so long as they have your money, no willingness to try and resolve or even use basic manners. It’s not how you treat customers under any circumstances.
Your response is also false and missleading and has been reported.

"customer service at its best"

from the first contact I made with Roxanne First I was told that the deadline for international deliveries had passed I was disappointed that I had missed the deadline I then got an email from Ruby to say if I had the order in by 5pm she would see what could be done to meet my deadline she told me that I would get a call the next day to confirm this and true to her word I got the call to say that she would guarantee delivery in time for christmas right through delivery Ruby was either on the phone or sending me an email to keep me updated as the time went on I was worried that it wouldn't be here on time for Christmas, christmas eve arrived and so did the most beautiful necklace this is customer service as it should
thank you Ruby and the RF Team

"Obsessed with all my Roxanne First…"

Obsessed with all my Roxanne First pieces, I never take them off and get so many compliments.
I needed something delivering really quickly for a friends birthday and the team wen above and beyond to make sure that happened. Highly recommend!

"Company have tried to scam me out of…"

Company have tried to scam me out of £405 recently. Sent a shipment with DHL who apparently chose to leave the parcel on the street behind a bin instead of through my letter box as I requested them too. Now the parcel is missing, or I’m now questing wether it was ever delivered in the first place? All very bizarre the way Roxanne first now don’t respond to myself asking the obvious questions! Ruby@ Roxanne first now does not reply to messages or correspondence after initially offering us a replacement or a refund a week ago. I would 100% steer clear of this company by all means. This was the first time we had ordered from this company after seeing them on Instagram and bought a necklace with my siblings initials on For my mothers birthday. This company don’t seem to care whatsoever, I guess they just want to ignore me and hope it goes away? Not too sure. Definitely not the experience I expected from a company stocked in Selfridges, net a porter etc. company obvious sending out jewellery not insured so do not trust at all!! You can but similar pieces from other more trust worthy stores!