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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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
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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
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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
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A minimalistic beauty…
Just received my necklace and I love it. It is great for layering or can be worn on its own! It’s the perfect minimalist every day jewelry that you need to elevate your outfit. I love that it can be customized!
July 9, 2025
Unprompted review
Super cute jewellery
Super cute jewellery! Amazing quality and the initial necklace is super dainty and gorgeous! Love wearing it as my everyday necklace
July 5, 2025
Unprompted review
I wish you could preview what the letters look like
I ordered the personalized initial necklace with two letters, a “C” and an “I”. The “I” is just that. It is a simple bar that blends in with the necklace. I thought it would be more pronounced like a “T” with the extra bar at the bottom. You can barely see it. I understand the necklace is supposed to be very dainty but the “I” is basically invisible. I wish there was a way to preview what each letter would look like on the website prior to ordering.
June 15, 2025
Unprompted review
Reply from Custom Collective
Hi Dana,
Thank you for sharing your feedback, and we’re truly sorry to hear that your experience didn’t meet expectations. We sincerely apologize for the delay in shipping and for any confusion caused during the process.
Regarding the necklace, we completely understand your concern. Our sideways initial necklace is intentionally designed to be as dainty and minimal as possible, which is why the letter “I” appears as a simple vertical bar. That said, we understand if the design wasn’t what you envisioned, and we truly value your perspective.
As for the packaging, we’re sorry it didn’t arrive in the polished presentation you expected. We’ll be sure to review this with our team so we can continue improving.
We’ve reached out to you privately to help resolve this matter and would greatly appreciate it if you could get back to us when you can. Thank you again for your feedback—it helps us grow and do better.
Beautiful & Classic
I absolutely love the adorable, customizable necklace. Everything is so dainty & classic, and the packaging is beautiful as well.
June 27, 2025
Unprompted review
Reply from Custom Collective
Hi Skyler, it’s wonderful to know you’re enjoying your necklace! Hearing that you found it dainty, classic, and thoughtfully packaged means so much to us. 💖 We truly appreciate your support — hope it brings a little extra sparkle to your day!
UPDATE!
Ordered on May 2nd received updated emails until the 17th of May when I was informed the item is being processed for shipping. Have not heard anything since, contacted them on the 9th of June and keep repeatedly being told they will contact their shipping team for an update. It’s been almost 3 weeks and I keep getting told the same thing and have still not received my item. My requests for a refund or a replacement have been ignored. Incredibly unhappy have waited almost 2 months now, seems to be a common issue since reading others reviews.
After posting this review I was contacted and promised a remake of my jewellery. I have just received my order this morning. The product is lovely and as described. Wish it didn’t have to take this long to come to a resolution but I am happy with the necklace.
May 17, 2025
Unprompted review
Reply from Custom Collective
Hi Simone,
We’re truly sorry to hear about your experience and appreciate you bringing this to our attention. We completely understand your frustration and sincerely apologize for the delay and lack of clarity surrounding your order.
To give you a bit of background, your order was handcrafted starting May 5th and was dispatched for shipment on May 17th—well within our standard production timeline of 8–10 business days. According to the latest tracking updates, your package has already arrived in Australia. However, for reasons we’re actively investigating, it has not yet been handed over to the Australia Post service provider.
Please understand that once a package is dispatched, delivery becomes the responsibility of the courier. Unfortunately, this aspect is beyond our control—but that doesn’t mean we’re not doing everything we can. We’ve been working closely with our shipping partners and are continuing to follow up daily to get your order delivered as soon as possible.
We also want to reassure you that your request has not been ignored. We’re taking this matter seriously and will continue to provide updates as we receive them. Your satisfaction is incredibly important to us, and we’re doing everything we can to resolve this as quickly as possible.
Thank you for your patience and understanding.
Tiny but impactful!
Very sweet necklace, dainty but always noticed immediately. Compliments all of my other jewelry and I just love it so much.
June 8, 2025
Unprompted review
Reply from Custom Collective
We’re so happy you’re loving your necklace, Maya! Even though it’s tiny, it’s great to hear that it stands out and pairs beautifully with your other jewelry. Thank you for the kind words and for sharing such a lovely review — it truly means the world to us!
Sentimental and timeless
I love how minimal and timeless their pieces are. Being able to customize it makes it so sentimental and special.
June 10, 2025
Unprompted review
Reply from Custom Collective
Hi Rebekah,
It means so much to us that you took the time to share this! We're thrilled you connected with the minimal and timeless design of our pieces. The fact that the customization added a sentimental touch makes it even more meaningful. 💛 Thank you for your support!
Giving this review 4 stars because I…
Giving this review 4 stars because I was not happy with the amount of time it took to get the product made, and shipped, but I am very happy with the actual necklace. I ordered it on 5/13 and just received it today 6/9. After reading the reviews and I became worried and filed a complaint with my credit card thinking I would never receive it (canceled dispute) I emailed the famous Tony a few times, and sorry to him for being so skeptical and kinda rude. After the reviews I really thought I had been scammed! My order was made shortly after Mother's Day so it could have been why it took so long to make and have shipped, would have appreciated some honest communication and/or a heads up. Either way, I appreciate Tony's responsiveness and professionalism as well as my necklace, it is dainty, well made and what I expected, just as pictured. I would consider ordering from them again, just would expect a quicker turn around!
June 9, 2025
Unprompted review
Reply from Custom Collective
Hi Lulu!
Thank you so much for your honest feedback and for giving us the opportunity to make things right. We truly appreciate your patience, and we're so glad to hear that you love your necklace once it arrived—it means a lot to us that it met your expectations!
We completely understand your concern regarding the delay. Your order came in during one of our busiest times of the year, just after Mother’s Day, which did extend our usual production and shipping timelines. That said, we absolutely take your point about communication and will work on being more proactive in setting clearer expectations moving forward.
Tony will be happy to know his efforts were appreciated. Thank you again for your trust—and for canceling the dispute once your necklace arrived. We hope to have another chance to serve you with a smoother experience next time!
My three initial necklace is gorgeous
My three initial necklace is gorgeous. It is dainty but great quality. Great easy clasp and sits perfectly on the neckline.
The price is so great that I am going to give them for gifts now that I purchased on for myself! I would highly recommend this as a beautiful and heartwarming gift or treat yourself to your very own.
June 5, 2025
Unprompted review
Reply from Custom Collective
Hi Doreen,
Thank you so much for your lovely review! 💛 We're so happy to hear how much you're enjoying your three-initial necklace—it means the world to us that it fits just right and feels perfect on you. Knowing you plan to gift it to others makes it even more special. It’s such a thoughtful way to share something personal and heartfelt.
We truly appreciate your kind words and support. Wonderful customers like you are the reason we love what we do. 🫶🏼 If you ever need help with gift ideas or a custom piece, we’re always here for you!
What even is this?
I got the “Multiple Name Bar Necklace” for mother’s day. (Came in June 2nd). Order took a VERY long time to receive, correspondence with company was all over the place on when the item would actually be shipped and when it was. Company told me the order had shipped and the tracking number wasn’t provided for 3 more days. Then my children’s names are slapped on there in, basically the font you’re reading right now, idk I’d almost be happier with this one. It is almost comically NOTHING like advertised. Don’t waste your time or money, because they’ll take quite a bit of both.
May 31, 2025
Unprompted review
Reply from Custom Collective
Hi Tarah,
Thank you for taking the time to share your feedback, and I’m truly sorry to hear about your disappointing experience. We completely understand how frustrating delays and unclear communication can be—especially when you're anticipating a meaningful gift for a special occasion like Mother's Day.
Our products are made delicately and designed to reflect what is shown on our website, but we sincerely apologize if the necklace you received didn’t meet your expectations. That’s certainly not the experience we aim to provide.
We’d love the opportunity to make this right. If you could please reach out to us directly at hello@customcollective.co with your order number and attach photos of the item you received, we’ll be able to review the issue and resolve it promptly.
Thank you again for bringing this to our attention—we appreciate your patience and the chance to improve.
Love the initial necklace
Love the initial necklace! Great quality and I get so many compliments when I wear it!
June 3, 2025
Unprompted review
Reply from Custom Collective
Thank you so much for your kind words, Ashley! We're so happy to hear you love your initial necklace—it means the world to us! 💛 Knowing you're getting compliments when you wear it truly makes our day. It was made just for you, and we're thrilled it's being noticed!
Similar issue to recent complaints
Same complaint as a number of other individuals on this website. I have screenshots of all correspondence saved should they think say I'm telling stories. 3+ weeks with express shipping paid. My order has still not shipped, they told me I would be refunded express shipping charges then only sent me a portion. They subsequently told me my order was sent...it has still not shipped.
May 29, 2025
Unprompted review
Reply from Custom Collective
Hello there,
We’re truly sorry for the experience you’ve had—and we appreciate you taking the time to share your concerns. This is absolutely not the kind of service we aim to provide, and we understand how frustrating the delays and inconsistent updates have been, especially after paying for express shipping.
We sincerely apologize for the inconvenience this has caused. Please know that once an order has been dispatched, the delivery process is managed by the courier, but we take full responsibility for the confusion and have been actively following up with the carrier to ensure your package gets to you as quickly as possible.
The delay was partly due to recent U.S. tariff policy changes that have affected our fulfillment timeline, and we acknowledge that this should have been communicated to you more clearly.
That said, your order is now on its way and should be arriving within the next few days. As a gesture of our apology, we’ve gone ahead and processed a full refund—not just for the express shipping, but for the entire purchase. And you’ll still receive your package as our gift to you.
We’re committed to making this right and improving our service so this doesn’t happen again. If there’s anything else we can assist you with, please don’t hesitate to reach out directly.
Do NOT order - terrible product
Terrible service - took 4 weeks before shipping.
Terrible product - low quality, looks nothing like advertised.
Not a real diamond despite being priced as one.
May 29, 2025
Unprompted review
Reply from Custom Collective
Hi Claire,
We're truly sorry to hear about your disappointing experience and want to sincerely apologize for the frustration and inconvenience caused.
At Custom Collective, we aim to create meaningful and high-quality pieces, and it’s clear that in this case, we did not meet your expectations. While we put care into making each item, we completely understand that if the product didn’t meet your standards, that’s what matters most.
As a gesture of apology and commitment to your satisfaction, we’ve gone ahead and processed a full refund for your order. Please feel free to keep it as a token of our sincere regret for missing the mark.
We appreciate your feedback and are taking it seriously as we work to improve both our products and service. If there's anything more we can do for you, please don’t hesitate to reach out to us directly.
Unacceptable order time, no communication (UPDATED)
Same experience as others' recent reviews on here. Ordered on 5/4. Knew I was unlikely to get it by Mother's Day but paid the extra for shipping to get it here as soon as possible after that. Received no notice or communication about the order until finally receiving a shipping notification this week (a full 3 weeks after the order). I know it is likely a busy time but the lead time on the order was excessive and unacceptable without a warning or any kind of communication to the customer during the delay. The shipping also was not expedited once it actually shipped. I would expect the company to offer a full refund of shipping costs at the very least for these delays.
UPDATE (5/31): The company got back to me after this review within 24hrs with a very thoughtful email where they took ownership of the issue, validated my concerns and feelings, and offered a solution that was fair. While I don’t believe in removing reviews, I am updating this from 1 star to 2 stars due to the impressive way they responded. Having these types of reviews and allowing future customers to see them and how the company responded, I believe builds even more trust in both the reviews and the company itself than if all the reviews were positive. All companies have bad weeks now and then, what’s important is how they respond and learn from those times. So far so good here with what steps they have said they will take. My guess is they received a much higher volume of orders than they were prepared for and if they put processes in place to address that in the future, this would be a company I would buy from again.
May 3, 2025
Unprompted review
Reply from Custom Collective
Hi JC,
We sincerely apologize for the frustration and inconvenience caused by your recent experience. You're absolutely right—placing an order on May 4th with upgraded shipping should have come with timely updates and a much faster turnaround.
We understand how disappointing it must have been, especially around a meaningful occasion like Mother’s Day, and we deeply regret the lack of communication and delay on our part. This is not the level of service we aim to provide, and we're truly sorry for letting you down.
We are currently reviewing how we handle order lead times and notifications, especially during peak seasons, so that situations like this don’t happen again. As for the shipping charge, we completely understand your concern and would be happy to make it right.
Kindly email us at hello@customgoods.co with your order number so we can review the details with our team and arrange a refund for the express shipping as a step toward making this right.
Thank you for your honest feedback—it helps us do better.
Avoid like the plague unless you like throwing away money?
Why isn’t zero stars an option for Tony and the Custom Goods Co?
I ordered a custom piece of jewelry for my wife’s first Mother’s Day from their site. Everything looked great on paper with them until it wasn’t. I ordered almost a full month before Mother’s Day as they had a website “guarantee” deeming that orders would be fulfilled in time if ordered by a certain date. (Ordered Apr 17, deadline Apr 22nd).
The week of rolled up without so much as tracking information received so I emailed to see what the update was, (politely of course). I was told by Tony at this point that my order would in fact be shipped out that week (May 6th they told me this). A few more correspondences with the infamous Tony, still nothing but empty promises. I expressed my disappointment about not getting my wife’s first Mother’s Day gift in time and I’m pretty sure I got another Chat GPT response signed off by Tony, no compensation or update offered.
I then find out via email on May 23rd that my order is now currently on hold due to a postage strike (Canada Post) and was offered a $30 credit to spend on more items at their store which likely will never arrive. A postage strike which never happened mind you.. at least not yet but it was a convenient enough excuse for them.
I received curt responses from Tony (is Tony even real?) and my actual inquiries were generally ignored. Finally after threatening to call my credit card provider to cancel the transaction I magically received tracking information the following day. Isn’t that something?
April 17th my credit Card was charged and still on May 27th all I have is some pretty suspicious looking tracking information through their website directly. Oh, and more empty promises like a 5% refund as compensation for the delays (still no 5% refund either).
May 28, 2025
Unprompted review
Reply from Custom Collective
Dear Tyler,
We are deeply sorry for the disappointment and frustration you’ve experienced. Your feedback is important, and we want to sincerely apologize for not meeting your expectations—especially for such a meaningful occasion like your wife’s first Mother’s Day.
We understand how upsetting it must have been to wait so long without clear communication or timely updates. We also regret that the information and compensation provided did not feel sufficient or timely. We take full responsibility for the delays and any miscommunication on our part.
Regarding the Canada Post strike, we recognize that this explanation may have felt inconvenient, and we apologize if it appeared to be used as an excuse. There were real challenges during that time with postal services, but we should have communicated more clearly and proactively.
We want to assure you that “Tony” is a real member of our team, and we regret if any responses seemed impersonal—that was never our intention. We also sincerely apologize for any lapses in communication and follow-through, including the refund you mentioned.
We have carefully reviewed your concerns, and as a gesture of our sincere apology and commitment to making things right, we have issued a full refund for your order. Please allow some time for the refund to be credited to your account.
Thank you for your honesty. We truly value your feedback and will use it to improve our service. Again, we are very sorry for the experience you’ve had.
I am still waiting on my order and jt…
I am still waiting on my order and jt was placed on May 1st. I was told it would take 10 days to create and then 10 days to ship. I did contact the company and they did respond. They created a shipping label several days ago but it still has not left the building. It’s been about a week since the label was created.
May 27, 2025
Unprompted review
Reply from Custom Collective
Hello Kevin,
Thank you for your feedback, and we sincerely apologize for the delay and frustration this has caused. We understand how disappointing it is to wait longer than expected, and we're truly sorry that your experience hasn’t been smooth.
As per the latest tracking update, your package has departed a USPS regional facility and is currently in transit to you. While we do our best to ensure timely delivery, there can occasionally be unexpected delays in transit that are unfortunately beyond our control.
That said, we truly value your patience and understanding, and we’re continuing to monitor your shipment closely to ensure it reaches you as soon as possible. If you have any further concerns or if there’s anything else we can do to help, please don’t hesitate to reach out—we’re here for you.
I loved my order from Custom…
I loved my order from Custom Collective! The quality and design is just perfection! I also love the detail of the packaging -makes it an easy choice as a gift to someone special!
April 20, 2025
Unprompted review
Reply from Custom Collective
Hi Pheebs,
Thank you so much for the kind words and 5-star review! We're thrilled to hear you loved your order from Custom Collective. It means a lot to know the quality, design, and packaging all hit the mark for you—especially when gifting to someone special. We can’t wait to create more pieces you’ll love! 💛
Won’t buy from them again.
I ordered the necklace over 4 weeks ago now, I paid the extra $30 for expedited shipping and I still have not received my item. I’ve tried contacting them multiple times through their email address to get an update on my order and all I get back is an automated response.
Their website stated lead times were 2-3 weeks. I have no idea if they have even started my order because the email response is automated.
May 20, 2025
Unprompted review
Reply from Custom Collective
Hi Tim,
We’re truly sorry to hear about your experience, and we want to start by acknowledging your frustration—especially after paying for expedited shipping and feeling like your messages went unanswered. That’s not the level of service we aim to provide, and we sincerely apologize for the inconvenience and lack of clear communication.
To make this right, we’ve processed a full refund to your original payment method. You are also welcome to keep the necklace you receive as a token of our apology.
To provide some transparency: once orders are dispatched, delivery timelines are unfortunately outside of our direct control. On top of that, recent U.S. customs policy changes and new tariffs have added unexpected delays to some shipments—something we’re actively working on addressing to avoid future issues for our customers.
We know this doesn’t undo your frustration, but we hope this gesture shows how seriously we take your experience. Thank you for your feedback—it helps us do better.
The Initial Necklace is simply beautiful
The initial necklace is beautiful and very well-made. As a minimalist girl, the simplistic design is perfect for me. I also like that I have the option to layer it with multiple chains!
May 20, 2025
Unprompted review
Reply from Custom Collective
Thank you so much for the amazing 5-star review, Chelsea! We're so happy to hear that you’re loving your initial necklace. It’s great to know the simple, minimalist design fits your style, and we love that you're enjoying the option to layer it with other chains. Have fun styling it your way! ✨💖
If I could, I would leave it on forever!
Their bracelet was entirely customizable, it was almost as if I was able to build the bracelet myself, which I absolutely LOVED🫶🏼
The bracelet came so perfectly packaged in the most adorable box with my very own bracelet bag to keep it in, and a wipe to clean it with. I get so many compliments whenever I show people, they always compliment how dainty and fine it is. If I could, I would leave it on forever!
May 19, 2025
Unprompted review
Reply from Custom Collective
We’re so glad you had fun personalizing your bracelet, Chloe—our goal is to help you create something that feels truly yours. 🫶🏼
It means a lot to hear that you appreciated the packaging and thoughtful details. And knowing you’re receiving so many compliments? That absolutely makes our day! We’d love to create another meaningful piece for you whenever you're ready. 💖
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