Elegance of Elena Ltd Reviews 

Great service from Angela and James really lovely people who take great pride in there work. They helped me to get the perfect suit for my brothers wedding everything they recommended I have loved! I definitely recommend this place to anyone u cannot ask for a better couple.

Beautiful lace ivory shoes for my daughter’s wedding arrived in good time and we’re a lovely fit! Danced the night away 😊

Good customer service response time and very polite emails received, but had to wait over 3 weeks for a refund when shoes were found to be out of stock by company after taking payment from me. I only found out the shoes were out of stock because I chased them as I had received no despatch information after 2 weeks of ordering. They offered alternatives which was helpful but none were suitable so I requested a refund. Over 14 working days later I got in touch to see why no refund had been issued.. They escalated after I emailed.. and several days later I finally received a cancellation email and my refund. I paid for the shoes 24/08 and received refund 30/09 - Really frustrating experience.

I am disgusted with this company. They took my order for shoes they did not have in stock and couldn't deliver until a month after the wedding I wanted them for. I only found this out by chance after ringing to chase up my order. I cancelled the order and am still waiting for my refund. The customer service is so poor, all they can say is "no problem" and "we are having problems with Paypal". They keep your money for as long as they can get away with. Very poor practice indeed! Will never buy from them again.

We were blown away by how beautiful the shoes are and how exquisitely they are packaged. Lovely touch with the sixpence too. Very good service, order arrived very promptly. Can’t recommend highly enough.

Delivery was good. Just a we small issue when they sent the wrong size trousers a size bigger that I asked for. Cost me more money getting them altered. Didn’t have have the to send back and get right size.

Thank you so much for my prom suit, James was very helpful and kitted me our head to toe :)

A lovely shop with lovely staff, I love my cruise dresses and I highly recommend

Excellent communication. Will definitely purchase again

Fabulous communication, shoes arrived In a lovely box quickly. Would highly recommend. Thank you.

My suit came 2 weeks late, and I tried too return my suit and they wouldn’t accept it, only if I paid for postage myself

Jamie and the team have been outstanding with every aspect of my wedding suit purchasing. They went above and beyond in helping me find the right suits to organising a drink when we all had our fittings. I could not recommend them highly enough. Thank you for your help guys and for anyone reading this. Do not go elsewhere. Michael

My experience has been horrendous from start to finish (although it is not finished yet as my card provider continues the fight on my behalf after I lost the will). I won't go into detail of the ordering experience but, in short, it is super unclear and upon ordering I received the confirmation that it would take 3 - 5 working days to get the shoes delivered. It took several weeks and only after chasing I have been informed that they actually didn't have the shoes in stock and they were 'pre-order', This should have been made clear at the outset and it was not. This matter aside, I did not like the quality of the shoes so did not use them for my wedding abroad. I contacted the customer service and was informed that I was out of time for getting the return label so I would have to pay for return myself but I was in time to get a refund otherwise. I paid for special delivery which wasn't cheap and returned the shoes in their original condition (I only tried them on once and did not like them). I was then assured that I would get my money back within 14 working days. I chased on a few occasions and was assured that everything was in order and I was going to get my money back promptly. On the last day of the refund due I chased yet again and was assured that the refund was being processed via their accounts and they have apologised for the delay. A few hours later someone else emailed and said that I was not due a refund as if the shoes were damaged I had 24 hours from receipt of the order to report the same. The point is, I have never said that the shoes were damaged - I simply didn't like their quality. I exchanged a number of emails with them and got no where. My formal complaint was met with a ridiculous non-response response but I am still none of the wiser as to what damage they are talking about. They have offered to 'repair the damage' and return the shoes to me. What damage?!
I lost my patience as their emails make no sense and they are totally in the wrong. They've got my money and their shoes.
I made a complaint further up and claimed the money back via my card provider but I am told these guys are still maintaining that they are in the right.
I am very much pro supporting small businesses but this feels like a scam and I hope they will be investigated by the Trading Standard. Absolutely shocking.

UPDATE FOLLOWING YOUR APPALLING RESPONSE

You say that the shoes 'did in fact arrive back and the return arrived back outside of the 28 day returns policy'. I've got an email from you where you say 'as stated, you are more than welcome to return the shoes yourself to us as long as they are received on or before 12th July.' I've got a copy of the signed for delivery receipt on 2 July 2022. Again, you contradict yourself.

You say: 'The box arrived back with some residue all over the lid that appeared to be cooking oil and the shoes were in fact damaged.' The residue? Cooking oil? What on Earth? Where did you get this from? This is the first time I am hearing about this and I still have not been shown any evidence or details as to any damage. I returned the shoes and the box in their original condition. I have contacted you on numerous occasions after you have signed for and at no point has this been raised. Each time I have been told that my refund is on the way and there were no issues. The first time you told me that I would not be getting a refund, where you contradicted yourself again as that very same day I was told the refund was being processed by your accounts, was on the last day of refund being due.
You say: 'You then emailed our online customer service team asking the time frame of a refund having already been told the item had been rejected for several reasons.' This is simply a lie. Please check you facts.

You say 'you tried to raise a charge back with your bank under false information that you had received faulty goods.' This is actually shocking as I this is not what happened. I have never said the shoes were damaged. You are accusing me of lying to my bank which is shocking. I will report this further as you cannot make such accusations when you clearly got all of the facts wrong throughout. Absolute mess.

The way you deal with the customers and the refund is very much a reason why people should avoid buying from you.

Service on phone today,
I spoke to a very nice man on the phone about a refund for my Shoes which I ordered for my wedding,he was very efficient and put my mind at ease of the next steps to send the shoes Back . I would certainly recommend this Company to all friends and Family.

Excellent customer service, I was struggling to find suitable shoes for my wedding due to a recent operation. Staff I interacted with via email and instant messanger were very helpful :)
I also LOVED my shoes!!!

2-4 day delivery when placing order, took 3 weeks, missed the date they were needed by - had to go elsewhere. control the controllables; nothing proactive at all i had to chase every time and got pretty generic responses back. wouldn't recommend

Delighted with my shoes and look forward to wearing them on my wedding day x

I was waiting for a bag for an upcoming wedding which was out of stock. I received up to date emails and kept informed when it was arriving. Received my bag when promised.
Lovely shop to deal with. Would definitely order from them again.

I ordered shoes for my wedding from Elegance of Elena. At the time, they didn’t have the style I wanted in stock, but the customer service team responded quickly to my email and informed me of when their delivery was due. When they had a problem with their courier and I enquired about it, again they were very quick to respond and apologised for the delay. I couldn’t fault their team and the shoes are gorgeous!