The necklace is well made & a good weight. It did take 29 days to receive the item. Customer service response was good but not proactive. I had to contact them multiple times for status & shipping upd... See more
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Review summary
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Reviews shaping this summary
Ordered a necklace with custom birthstone as Christmas gift with plenty of lead time as description stated. Necklace never had accurate tracking when I reached out to CS they said it was "mailed" but... See more
Company replied
I am updating my review after working with Custom Collective to address my issues. They have been good communicators with me and clearly want their customers to be happy. It took longer than I thought... See more
Company replied
I ordered a birthstone ring for my granddaughter. I let her pick it although I was Leary because I’ve never heard of custom collective but the continuous update gave me piece of mind. Once it arrived... See more
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Company details
Written by the company
Boutique and Handmade Personalized Jewelry USA Designed 20,000+ 5 Star Reviews
Contact info
28273, Charlotte, United States
- hello@customcollective.co
- customgoods.co
3.4
Average
1K reviews
No history of asking for reviews
This company hasn't invited their customers, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
I paid $30 for express shipping (3-5…
I paid $30 for express shipping (3-5 days). My order was placed on 12/11. My item was supposedly done being produced on 12/20. It's now 1/7 and I don't have it. The company told me it was shipped but the carrier tracking said they were still awaiting the item for days. It's a scam.
December 11, 2025
Unprompted review
Reply from Custom Collective
Hi Nick,
I am so incredibly sorry for the stress and frustration this has caused you. I completely understand why you’d feel this way—waiting that long for an express order, especially when the tracking doesn't seem to move, is genuinely upsetting. I can promise you we aren't a scam, but I know our service didn't reflect that in this instance.
I’ve been looking into your shipment, and I can see that it was finally delivered to your mailbox in Pittstown, NJ today, January 13th.
I know the package arriving late doesn't make up for the holiday delay, so I want to try and make things right. I’ve gone ahead and processed a full refund for the express shipping fee. It’s a small gesture, but we want to show you that we truly care about your experience.
Thank you so much for your patience, and I’m so sorry again for the wait.
Fraud and Deception
Where is the zero starts button? One of the worst companies I have ever dealt with. First of all, the shipping time is a complete lie so if you were relying upon what they say on their website, don't bother. The piece took over a month to get to me and not only that, it was an unfinished piece that was tarnished and was supposed to be "sterling silver". it's not sterling silver it is a piece of metal with rough edges and when I complained and told them about it and asked for a refund, they stated that the edges on the inner and outer ring of the interlocking circle necklace as a matte finish. No where on the website does it display the necklace in a matte finish or even mention it. you see on the website that the ones displaced are completely finished. I wear sterling silver almost every day and as soon as I too it out of the box I could tell it was not sterling silver. What a fraudulent company. Save yourself and do not buy from this company. If you have any issues with any piece, contact the Division of Consumer affairs in North Carolina and file a complaint.
December 8, 2025
Unprompted review
Reply from Custom Collective
Hi Maisha,
I am so incredibly sorry to hear about the experience you’ve had. Reading your feedback honestly breaks our hearts because this is the last thing we want any of our customers to feel. I can completely understand why you are so frustrated, especially after waiting for your order only to have it arrive in a condition that didn't meet your expectations or our usual standards.
I want to make this right for you. Could you please send us an email at hello@customgoods.co? If you use the subject line "Priority Review Follow-up", it will come straight to me.
If you’re able to, please include a few close-up photos of the necklace you received, specifically highlighting the rough edges and the finish you mentioned. This will help us investigate exactly what went wrong during production and ensure we provide the proper resolution for you immediately.
We are a small team and we truly care about our craft, so hearing that we let you down is tough.
Hoping to hear from you soon so we can fix this.
Same experience as reviewer after…
Same experience as reviewer after reviewer. Purchased beginning of December, and still don’t have it into January. I emailed them on the 26th and the said it was shipped but didn’t have tracking yet. I emailed on Jan 3rd and they emailed me back on the 6th with a tracking number but the label has been created only. Items still haven’t shipped. Irresponsible and unappreciated. The better business bureau needs to know that these guys are lying to people.
December 10, 2025
Unprompted review
Reply from Custom Collective
Hi Phillip,
I am so incredibly sorry for the frustration and the long wait you’ve had to deal with. Reading your experience, I completely understand why you feel let down. It’s definitely not the impression we wanted to leave, especially when you were looking forward to your items for the holidays.
To be honest, we were hit with a massive influx of orders this season, and between our internal production and our shipping partners being overwhelmed, things moved much slower than they should have. We also ran into some tracking delays where labels were printed but the system wasn't updating as the packages moved through the network, which I know is confusing and looks irresponsible on our end.
I did a deep dive into your tracking just now, and I see that your package was finally delivered to your mailbox in Boise on January 11th.
I know the delivery came much later than promised, so I’ve gone ahead and processed a full refund for your entire order. Please keep the items as a gift from us and a sincere token of our apology—there is no need to send anything back.
Thank you for your patience and for giving us a chance to fix this.
Do not use this company
Do not use this company. I ordered December 8 and I’m still waiting for the product January 5 when contacted they just said that they cannot do a refund because they have magically shipped the item however there was no update with a link on the tracking.
December 8, 2025
Unprompted review
Reply from Custom Collective
Hi Al,
I am honestly so sorry to hear about your experience. I can completely understand why you’re feeling this way—ordering something on December 8th and still not having it by January 5th is a long time to wait, especially when you're excited to receive it. It’s also frustrating when tracking doesn't give you the clear answers you need, and I really apologize for how that was handled when you reached out.
We want to make this right for you immediately. Could you please send us an email at hello@customgoods.co? If you could use the subject line PRIORITY and include your order number, I will personally jump in to find the exact location of your package and get this resolved for you right away.
Looking forward to hearing from you so we can help.
COMPLETELY UNRESPONSIVE CUSTOMER…
COMPLETELY UNRESPONSIVE CUSTOMER SERVICE VIA EMAIL WITH NO CUSTOMER SERVICE PHONE NUMBER. THE ONLINE TRACKING IS A JOKE. I ORDERED MORE THAN THREE WEEKS AND IT INDICATES IT HAS NOT LEFT THEIR FACILITY YET.
DON SMITH 941 920 3222
December 12, 2025
Unprompted review
Reply from Custom Collective
Hi Don,
I am so incredibly sorry for the frustration we’ve caused you. I completely understand why you’re upset—waiting over three weeks for an update is far too long, and feeling like you can't get a hold of anyone only makes it worse. That is definitely not the experience we want for you.
To be honest, we’ve had a massive influx of orders this holiday season that has slowed us down more than we expected. On top of that, our shipping partners are also facing their own unforeseen delays, which has made our tracking updates look stuck when they shouldn't be.
I want to make this right for you immediately. Could you please send us a quick email at hello@customgoods.co with the subject line PRIORITY? Please include your order number so I can personally track down exactly where your package is and get a resolution for you right away.
Hoping for your kindness and patience while we fix this for you.
Terrible quality / unresponsive customer service
I placed an order for a bracelet in early November for a Christmas gift. After almost a month it arrived and was not wearable at all. The gems are mounted on a huge plate and will not lay correctly. I have reached out to customer service 5 times by email. They simple reply and say “just a moment.” And then never reply again with any solution. I am completely irritated and feel ripped off of the $100+ I paid for this useless bracelet.
December 19, 2025
Unprompted review
Reply from Custom Collective
Hi there,
I am so sorry to hear about your experience. It’s completely understandable that you're frustrated, especially since this was meant to be a special Christmas gift and you haven't received a clear solution after reaching out. This is not the level of quality or service we aim to provide.
We want to fix this for you immediately. Please email us at hello@customgoods.co with the subject line PRIORITY: [Your Order Number].
I will personally ensure our team investigates what happened and provides a prompt resolution for you. Thank you for your patience while we make this right.
Cheap materials, rusted after less than a month
I really liked the ring and I believed it was a nice piece, however it came chipped. I reached out to customer service and I have been doing back and forth with them for a month. Yesterday I noticed that the ring was rusted too. I had rings from Aliexpress that had better materials. So so disappointed!
January 1, 2026
Unprompted review
Reply from Custom Collective
Hello there,
I am so sorry for this experience. It’s disappointing to hear your ring arrived chipped and has since rusted, especially after you've spent a month trying to get it sorted with us. This is definitely not the quality or service we strive for.
We want to make this right immediately. Please email us at hello@customgoods.co with the subject line PRIORITY: Trustpilot Review and order number. This will ensure your message goes to the front of the line so we can investigate what happened and provide a prompt resolution for you.
This company is a scam
This company is a scam! DO NOT ORDER HERE. They take forever to send you a necklace, don’t respond when you email them, refuse to give refunds. THEN, when you’ve harassed them enough, they send you a track shipping link and lie and say it’s on the way. Except everytime you check for the next week it is in Henderson, Las Vegas. I’ve emailed them so many times and even DM’d on Instagram. They are unresponsive and refuse to return money that was sent even though they lied about the date you’ll receive the necklace. At this point, I don’t think it’s ever coming. When I went on their Instagram page everyone had the same story. The same thing is happening to all of their customers. This company sucks, don’t purchase here. Go shop in person.
December 1, 2025
Unprompted review
Reply from Custom Collective
Hi Bailey,
I am so sorry for the frustration and the delay you’ve experienced. This is certainly not the experience we want for you.
Please reach out to us at hello@customgoods.co with the subject line "PRIORITY: Order Investigation" so we can look into your specific order and provide an exact update on its location.
While we are working hard to get every order out, please keep in mind that couriers are currently experiencing delays following the holiday peak. It can often take a few days for tracking links to update once the package is scanned into their system.
We want to reassure you that we are not a scam; every customer who has ordered from us has received their items, though we are currently navigating some unforeseen logistical delays. We are committed to making this right for you and look forward to hearing from you.
Placed an order on December 3 2025 for…
Placed an order on December 3 2025 for a diamond initial bracelet. This was a Xmas gift for my daughter. As of today, December 29, the order tracking on their website says it still has not shipped. I have filed a dispute with my bank.
Regarding the effort to make things right, the company has offered me a refund and my order is supposed to arrive today. However, a 5 week wait for an initial bracelet is unreasonable by any standards. I did not order a customized name or engraving and if I had known, I could have gotten a simple "letter A" with or without diamonds in a bracelet or necklace elsewhere in less than half the time. Any company unprepared for the rush of holiday orders is clearly not trustworthy, and they should state on the website that orders take 5-6 weeks to ship, not the "8 to 10 business days" promised. My daughter will still get the bracelet and hopefully it's good quality. The refund is a nice gesture - thank you. But Christmas morning was sill ruined and others should be aware if ordering for a special occasion. so my original review stands.
New review- took my “diamond” initial bracelet to a jeweler for sizing - it is NOT diamonds. Just cheap rhinestones. SCAM!!
December 26, 2025
Unprompted review
Reply from Custom Collective
Hi Trudie,
I am truly sorry that your daughter's gift didn't arrive in time for Christmas. I completely understand your frustration, especially given how long you've been waiting since you ordered.
I’ve looked into your order and can confirm it has officially shipped. Our couriers are currently working through a significant holiday backlog, which has caused unforeseen delays in scanning and tracking updates. Please rest assured that every one of our customers has received their orders, and yours is definitely on its way.
To make things right, we are processing a full refund for your order today, and you will still receive the bracelet shortly as a gesture of our sincere apology.
Thank you for your patience.
Since I am unable to reply to your…
Since I am unable to reply to your reply to my previous review. I am demanding either a refund and the order or a heavy discount. This is completely unprofessional to guarantee an arrival before Christmas and still be empty handed. I don’t not care if you are slammed, it is terrible business to make a promise and not fulfill it. Custom collectives needs to make this right. If you want your business to survive you have to make customers happy. I will make sure to tell everyone to never order from you guys ever again. You ruined my wife’s Christmas and made me look terrible. Based off other reviews and people you screwed over, I don’t see you guys making it much longer.
December 7, 2025
Unprompted review
Reply from Custom Collective
Hi Isaac,
I am truly sorry that we let you down and for the stress this has caused. I understand how important this gift was for your wife’s Christmas, and I sincerely apologize for failing to meet the timeline we promised.
Your order has been shipped and is on its way to you. Please keep in mind that couriers are still catching up from the holiday peak, so tracking may take a moment to update once they scan the package. I want to reassure you that all of our customers have been receiving their orders; we are simply navigating these unforeseen shipping delays.
To make this right, I have processed a full refund for your order. You will still receive the item shortly as a gift from us for the trouble.
We are a small team doing our absolute best to resolve every issue, and we’ve tried to provide the best resolution possible here.
Thank you for your patience and for giving us the chance to fix this.
Terrible service
Terrible service. It's been over 5 weeks and still no update on my order, and they never respond to messages. Wanted this as a Christmas present and expected 5 weeks to be more than enough time to get the item.
December 25, 2025
Unprompted review
Reply from Custom Collective
Hi Christopher,
I am incredibly sorry that you haven’t received your order or a response from us yet. I completely understand your frustration—especially since this was meant to be a Christmas gift. Five weeks is a long time to wait, and I sincerely apologize for letting you down.
I want to reassure you that we are a legitimate business, and we are committed to getting your items to you. Please email us at hello@customgoods.co with the subject line "Priority + [Your Order Number]".
I will personally make sure we track down the exact status and whereabouts of your package immediately to provide a resolution.
Thank you for your patience, and I look forward to hearing from you.
Caution
BLUF: save your money or take it elsewhere. This company offers a truly horrendous experience and numerous inaccurate claims.
Timing: I ordered a piece for my wife during their Cyber Monday sale on 12/1/2025. Despite numerous claims all over their website that pieces should arrive in either 2 or 2-3 weeks (depending on which of their FAQ links you’re using), the piece did not arrive until 12/26/2025. Their advertising during the sale also indicated pieces would arrive before Christmas, but obviously that didn’t happen either.
Customer Support: Their website also advertises “24/7 VIP Customer Support,” but nothing could be further from the truth. Support routinely took multiple days to respond, and any responses to questions asking for concrete information like when the piece would arrive were completely unhelpful. Any questions around the numerous unmet claims they made were met with pushback instead of help.
Packaging: Their website indicates that pieces arrive “beautifully gift wrapped” and “ready to gift as-is.” When the piece I ordered finally arrived it was thrown in a gift box inside of two plastic baggies and with the bow fastened in the wrong direction so the package couldn’t even be opened without cutting the ribbon off.
I feel completely taken advantage of. The piece was fine (smaller than expected), but certainly nowhere close to worth the miserable experience. I will never spend another dime with Custom Collective.
December 25, 2025
Unprompted review
Reply from Custom Collective
Hi John,
I am incredibly sorry that we missed the mark so significantly with your holiday gift. It’s clear we let you down—not just with the delivery timing and the packaging, but with the communication you received from us. This is not the experience we want for our customers.
I want to personally reassure you that we are a legitimate business, and your feedback regarding our "24/7 support" and the quality of our gift-wrapping has been shared directly with our management team to ensure we improve.
We’d like to make this right. Please email us at hello@customgoods.co with the subject line “Priority + [Your Order Number]”. This will allow us to investigate the exact details of your order and provide a resolution for the frustrations you’ve faced.
We hope to have the chance to regain your trust.
Horrible customer service and delivery
I ordered earrings on December 4th as a Christmas present. At the time of order it was indicated on the product that it would indeed arrive in time for Christmas. As I was continually checking it showed on their website as of December 23rd it had not even shipped. I attempted to reach out to customer service and received no response, then some time later I received an email that the product was shipped. This was disappointing because it will still not come in time for Christmas. The company has horrible customer service and they state on their website that they try to get products out as fast as possible but this is not the case. I attempted to contact them again and got no response. I see other reviews that indicate similar issues with this company.
December 23, 2025
Unprompted review
Reply from Custom Collective
Hi Joey,
I am truly sorry for the stress and disappointment we’ve caused. I know you ordered these earrings back on December 4th specifically as a Christmas gift, and failing to meet that deadline—especially after our site indicated it would arrive in time—is not the experience we want for you.
I also want to acknowledge your frustration regarding our communication. It’s clear we dropped the ball in getting back to you promptly, and I understand why it felt like your concerns were being ignored while you were checking for updates. We've been working through a very heavy holiday rush, but that is no excuse for the lack of a personal response when you needed one.
I’d like to make this right immediately. Could you please send an email to hello@customgoods.co with your order number? I want to personally look into the latest status of your package.
To show how sorry we are, we will process a full refund for your order as soon as we receive your email. You can also keep the earrings once they arrive as a gift from us.
Thank you so much for your patience and for giving us a chance to fix this.
I never received the necklace I…
I never received the necklace I ordered which was guaranteed to be received before Christmas. This was supposed to be a Christmas gift which is truly frustrating to say the least. This website does not appear to be an actual legitimate Buisness and appears AI generated . The tracking number was also never provided to me nor an itemized purchase receipt. I only received an email saying thank you for your order. The emails I have sent were not answered timely and the one email I received from a person named Tony seemed AI generated with no direct contact information or title provided, there was also no direct information regarding the status of my order, and concerns and questions I stated in my emails I sent were not addressed. I also requested a direct telephone number and was not provided one. I would highly recommend you not order from here if you expect to actually receive the merchandise you prepaid for.
December 24, 2025
Unprompted review
Reply from Custom Collective
Hello there,
I am so incredibly sorry that your necklace didn’t arrive in time for Christmas. Reading your review, I can hear how frustrating this has been, especially since this was meant to be a special gift. This is definitely not the experience we want for anyone who chooses to shop with us.
I want to personally address the concerns you raised. Because we are a small team working through a very busy holiday season, we’ve fallen behind on our emails, and I’m sorry that our previous replies felt impersonal or didn't give you the specific answers you needed. We are a real team of people here, and I hate that we gave you the impression otherwise.
Regarding your receipt and tracking—these should have been sent automatically, and I’m concerned there may have been a technical glitch or an issue with the email address on file that prevented them from reaching you.
Please send a quick email to hello@customgoods.co so I can personally pull up your file, give you the exact status of your package, and provide the tracking number right away.
We are working hard to get through this peak season, and your feedback helps us realize where we need to improve.
Thank you so much for your patience, and I look forward to hearing from you at our support email so I can fix this.
Beyond disappointed with production/shipping
Pretty disappointed thus far. Ordered the item at the beginning of the month assuming it would be here by the holidays considering the guarantee noted. It's been in the "wrapping" stage for over a week now and just today the shipping label was created. I get it's a busy time of the year but I should have checked all the reviews (not just the curated ones on the site).
Other responses by the company say everything that was ordered before the 8th has shipped but mine was before that and definitely hasn't considering USPS says label created today. Rolled the dice on an Instagram ad and I should have reconsidered. Out nearly $100 and no gift for this year. I'll withhold full judgement should the item arrive but beyond disappointed.
Very telling they also removed the direct link to the Trustpilot site from the footer just today.
December 6, 2025
Unprompted review
Reply from Custom Collective
Hello there,
I am truly sorry for the stress and disappointment we've caused you. I know how it feels to count on a gift for the holidays only to have it stuck in processing, and it's clear we let you down here.
I’d like to look into exactly why your order was delayed when it should have been part of our earlier shipments. Could you please send us a quick email at hello@customgoods.co? I want to personally check the latest status and make sure that package is moving.
We’re a small team working hard through the holiday rush, and we know we missed the mark here. Thank you so much for your patience while we get this sorted.
Good luck
I've amended by review of this vendor to be as honest and fair as possible. IN MY OPINION, this is a mass merchandising/distribution business that has established an online presence for the purpose of retail jewelry sales. I believe it utilizes offshore production facilities and so produces its product to match and serve immediate demand... something akin to a restaurant... which stocks/inventories the ingredients for a meal but does not prepare it until ordered by a hungry patron. So shipment and delivery are slowed/extended therefore via this logistical construct. I know this business has also engaged in the use of AI... artificial intelligence... with the honest and understandable intention of making its internal operations more efficient, less costly, and so more productive. Good intentions but this still needs work... a lot of it. Again, in my opinion, using AI in the customer service area is fraught with peril. But Custom Collective IS a business trying to make it in online retail sales. My experience like many others was soured with... poor communications combined, slow product delivery, and some ill advised business practices / policies which are:
- unclear shipping time frames and lack of clarity about items purchased arriving on time for critical customer deadlines... like timely delivery for Holiday giving
-charging (not reserving) customer's credit card upon order placement... the 'pros' charge ONLY upon shipment
-if this IS a small business with 'real' founders... pictures with a bio would be far more convincing. Using AI to seem folksy and 'salt of the earth' trust worthy only spawns customer suspicion and anxiety.
-customers have only 24 hours to reconsider/cancel an order. That's OK for swap meets but not for online jewelry sales. Effectively this policy is ALL SALES are final. If that's it... then say so clearly and up front.
I won't seek another opportunity to repeat my experience with this vendor. But to those who can't resist... allow enough time for shipment and delivery... at least a month if not more. You will get what you ordered but be patient... and prepared to live with it.
Good luck and be well
December 21, 2025
Unprompted review
Reply from Custom Collective
Hi Winston,
I wanted to personally apologize for the frustration we’ve caused you. I hear your concerns loud and clear, and I really appreciate the honest feedback regarding our communication. It’s clear we missed the mark for you, and for that, I am truly sorry.
I wanted to touch on the points you raised to help clarify how we operate. Because our jewelry is custom-made, we don't keep a pre-made inventory. As outlined in our FAQs, each piece takes about 8 to 10 business days (excluding weekends) to be meticulously crafted. Once it's ready, standard shipping typically takes another 7 to 10 days, while express takes 3 to 5 business days depending on where you are located.
I understand that seeing your card charged immediately and having a short cancellation window feels restrictive. We use those funds to begin the custom crafting process right away, but I hear your point on how this can feel from a customer's perspective. We are also taking your notes about our "about us" section—we never want to come across as "fake," and we're working on being much more transparent about our small team and our process.
We are working around the clock to get orders out during this busy holiday season. If you could send us a quick email at hello@customgoods.co, I’d love to personally check the latest status of your order and make sure everything is moving along.
Thank you again for your patience and for giving us a chance to explain.
Poor customer service... Terrible Shipping Time
The communication (or lack thereof) on their part was appalling. I figured that ordering a necklace three weeks before Christmas would be playing it safe, especially b/c their site said "Christmas Guaranteed". Unfortunately, I won't be receiving it for Christmas and don't have the gift I intended to give to my girlfriend. Four days of reaching out to them was not enough, as they were unable to get back to me until 5 days after I initially reached out. I am unable to get my money back, and am very disappointed in their efforts.
December 8, 2025
Unprompted review
Reply from Custom Collective
Hi Charlie,
I am honestly so sorry that we’ve let you down. I can totally understand your frustration—ordering as early as December 7th and not having the gift in hand for your wife (or even a reply to your email) is not the experience we want for you.
Things have been incredibly busy this holiday season, and it sounds like we missed the mark on getting back to you promptly. I’d love to make this right and personally look into exactly where your order is.
Could you please send us a quick note at hello@customgoods.co? If you put "Urgent: Review Follow-up" in the subject line, I’ll make sure we prioritize your ticket and give you the latest status right away.
Thanks again for your patience while we get this sorted for you.
The website indicated that it would be…
The website indicated that it would be possible to get my necklaces by Christmas. I ordered December 11th. The website needs to be perfectly clear that it takes 5 weeks or longer to get your items. I don’t have a Christmas present for my mother or mother in law.
I wish I would have read the reviews prior to ordering
Lesson learned on my part
December 11, 2025
Unprompted review
Reply from Custom Collective
Hi Jennifer,
I am so incredibly sorry to hear that you’re without your gifts for your mother and mother-in-law. I can only imagine how stressful that is, and I truly apologize for the disappointment this has caused.
To provide some clarity, we had a Christmas cutoff date of December 8th posted to ensure holiday delivery. Since your order was placed on the 11th, it fell just outside that window. As mentioned in our FAQs, each custom piece is made to order and takes about 8–10 business days (excluding weekends) to craft meticulously. Because you selected Express Shipping, it will take an additional 3–5 business days to arrive once it leaves our hands.
The good news is that your necklaces are currently in the final stages of production and will be shipped out very soon. We’re working as fast as we can to get these to you, and we really appreciate your patience while we navigate the holiday rush. Thank you again for giving us a chance.
Ordered based on their guarantee of…
Ordered based on their guarantee of delivery by Dec 24 when ordered on Dec 4. Status almost 3 weeks later is not showing any movement. Big SCAM! Should have read all these reviews first. Do NOT order from this company. Have yet to see if my order will ever show up.
December 4, 2025
Unprompted review
Reply from Custom Collective
Hi there Mal, I am so incredibly sorry for the frustration and for letting you down on the delivery guarantee. I completely understand why you’re feeling this way—missing a holiday deadline is the last thing we want for our customers, and I can assure you we aren't a scam, though I realize that doesn't change your current experience.
We’ve had a much busier holiday season than expected, but that’s no excuse for a lack of movement on your order. We’d really like to make this right and give you a specific update.
Could you please send us an email at hello@customgoods.co? We'll jump in and check the status immediately to see what's going on. Thank you so much for your patience while we work through this.
Misleading Christmas Guarantee
Ordered because the item was Christmas guaranteed at checkout. It has now been 20 days, and my order has not even shipped. I was later told delivery before Christmas could not be guaranteed, which directly contradicts what was advertised when I purchased. To make matters worse, the company has stopped responding to emails altogether. Very disappointing experience. I would not recommend ordering from this company especially for time-sensitive gifts.
December 2, 2025
Unprompted review
Reply from Custom Collective
Hi Carrie,
I am so incredibly sorry for the frustration this has caused. I completely understand why you’re disappointed; when you’re told an item will arrive for Christmas, that is exactly what you expect. It’s disheartening to feel let down, especially with holiday gifts.
I wanted to reach out personally to give you the most honest update from our team. We have been working around the clock to get orders out, and I can confirm that all orders placed by our December 8th cutoff have now been dispatched and handed over to our shipping providers.
Right now, we are in a bit of a difficult spot where we are waiting for our service providers to sync the tracking numbers back to our system. Because of the extreme holiday peak, there’s a delay in these numbers being generated and updated on the customer side, even though the packages are already on their way.
We definitely haven't ignored your emails—our small team is just buried trying to get through the holiday rush. We sincerely ask for just a bit more of your patience while these tracking links update. We’re doing everything we can to get your gift to you.
Thank you for your patience and for giving us a chance, even though we've fallen short of your expectations this time.
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Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.