Hans Z.
Brussels, BelgiumMember since November 2019

Reviews (1)

    • Nov 25, 2019
    • Verified Reviewer


    Horrible customer service

    Overall Experience:

    Sadly I am one more customer here that had to experience Bellroy‘s horrible customer service. My order was shipped 16 days ago but still has not arrived. Upon inquiring, customer service replied that they shipped my wallet with regular mail and hence cannot track arrival. They explained they cannot take my complaint until 6 weeks after shipment (!). Only then will they consider something may have gone wrong.

    My wallet cost 160€. Any other e-commerce supplier would send this as a package with online tracking and confirmation of receipt. In the meantime, I have no wallet and will have to hope that my order miraculously turns up (which of course it won‘t, given that it‘s already more than two weeks lost in the mail).

    This whole experience is extremely frustrating. I now understand why customers love Amazon and hate Bellroy in the reviews.

    Bottom Line: No, I would not recommend this to a friend

    5 people found it helpful

    Link to this Review
    • Nov 25, 2019

      Company Response from Bellroy

      Hi Hans,

      I'm sorry that you've had a poor experience with us so far.

      I'd like to clarify a couple of things for you (as was done via TrustPilot) as there appears to be a few misunderstandings.

      - We do offer express, tracked shipping, however, you chose regular shipping at our checkout. Meaning you clicked the option that explicitly states: "Regular 1-6 weeks, no tracking". We have the express option available but only use it when the customer selects that option. Additionally, your order confirmation that you mention did also include a message stating that the shipping option chosen was regular, can take up to 6 weeks, and does not include tracking. Because of this, we do not consider the package lost until after the 6-week mark.

      - The shipping time frames for regular and express shipping are decided upon by the couriers that we use in each region.

      - Our customer support via Amazon is also managed by our Bellroy team.

      If you'd like to discuss this further we'd be happy to communicate with you via the support ticket you raised.

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