Great Designs - Appalling Customer Service. Returned a watch under their advertised returns policy. Constant chasing for the refund was met with a range of different excuses before falling silent. F... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Do not buy this brand. We took the watch in to get resized and the guy told us the watch was broken just by looking at it. He said it'll be covered by warranty for certain. OB said because we'd gone... See more
AVOID AVOID AVOID!!!! This is a terrible online retailer. Absolute second rate cheap jewellery. Items purchased have been returned and received back by OB however no refund given despite assurances I... See more
Poor Customer Service – No Help for Missing Order I ordered from Olivia Burton and never received my item, even though it was marked as delivered. When I contacted their customer service, they si... See more
Company details
Written by the company
Olivia Burton is the British accessories brand founded in 2012 by best friends and former fashion buyers Jemma and Lesa. Named after Lesa's great aunt, the brand takes inspiration from vintage finds and the latest catwalk trends to create watches and jewellery with extraordinary attention to detail. Pieces are designed at the brand's pretty London studio. Expect pretty prints, must-have colourways and the most innovative design details.
Contact info
United Kingdom
- hello@oliviaburton.com
- oliviaburton.com
1.9
Poor
477 reviews
Hasn’t replied to negative reviews
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See how their reviews and ratings are sourced, scored, and moderated.
Fantastic Customer Service
First found Olivia Burton via the Covent Garden store on a trip to London 2 years ago. Since then I’ve bought several items online for both my wife and sisters.
I bought my wife OB’s rose gold knotted heart necklace for Christmas. There was a slight problem with the catch - after explaining the problem to OB’s customer services, the necklace was replaced without any fuss and my wife loves the necklace and the matching earrings too. Great customer service, well done OB.
January 3, 2024
Unprompted review
Reply from Olivia Burton
Hi Bill,
Thank you so much for your lovely feedback, we are so pleased you are happy with the service you received!
Best wishes,
Olivia Burton 🐝 🌸
APPALLING CUSTOMER SERVICE
APPALLING CUSTOMER SERVICE.
Beware when shopping with this company, my order never arrived despite paying for express delivery, and when I told the company they made me fill in a claim form and then told me, as per their Ts & Cs, that they will only issue a refund AFTER they have investigated with their courier.
This takes 14 working days before they even consider issuing a refund. Still no refund and no communication. Never ever touching this company again.
December 19, 2023
Unprompted review
Reply from Olivia Burton
Hi Lady Driver,
Thank you for taking the time to leave feedback and we are sorry to hear of your disappointment.
Please kindly note it would be standard practise to allow for a company to investigate any delivery issues before issuing refunds against orders. This would be the case for a number of reasons and would be the situation for all customers so we do advise to allow the time for the investigation to take place.
If you have any further questions on this, please do email hello@oliviaburton.com
Best wishes,
Olivia Burton 🐝 🌸
Very disappointed…
My mum bought online for me a stunning rose gold Olivia Burton watch for my birthday April 2022.
This watch barely functioned for 6 months, it barely kept time, my mum had to send it back for repairs.
She also had to chase them by email asking for it to be sent back her!.
November of 2022 I had the battery to the watch changed. By April 2023, again it was barely keeping time, I am sooo disappointed.
December 19, 2023
Unprompted review
Reply from Olivia Burton
Thank you for taking the time to leave feedback and we are sorry to hear you are disappointed by our repairs process
Our watches do come with a 2 year warranty and we would advise you contact our repairs team again so they can resolve this issue for you
Again I do apologise for any upset this has caused you
Many thanks
Best wishes, Olivia Burton 🐝 🌸
Very disappointing customer service
Very disappointing customer service, and took no responsibility for their mistakes at all.
I ordered one on line but received no confirmation email and wasn't charged either. So I assumed I'd made a mistake and ordered another one - only for the same thing to happen.
So I immediately sent an email asking to cancel one of the watches - which "somehow" it was already too late and both watches were coming.
I had to pay £3.00 to print out a return label, apart from the hassle, and I'm still anxiously awaiting my refund more than a week later - AND IT'S XMAS, and I'm buying lots of other presents.
Very poor communication and after care from OB, and took no responsibility for their mistakes.
I'm just hoping the watch is going to be okay.
November 29, 2023
Unprompted review
Reply from Olivia Burton
Hi Richard,
Thank you for taking the time to leave feedback and we are sorry to hear you found your shopping experience frustrating.
Orders will show as a pending payment until shipped so as not to capture the payment until the order leaves us.
Our team will always try their hardest to cancel orders but sadly it is not always possible. Note we do offer a free returns service so I am not sure why you had to pay £3 for a label as this is not something that we charge for.
Again I can only apologise for your experience and will pass your feedback on.
Best wishes,
Olivia Burton 🐝 🌸
Another rip off website?
Another rip off website? Lets see. Just placed an order because it promised a 15% discount if you signed up. I signed up and nowhere to put the discount code HELLO15. Logged in logged out. Wasted a bunch of time and then thought "maybe it will apply when I complete payment". Nope. Sent customer service an email. Lets see what happens.
Addendum: They provided a refund after an email enquirer (not because of this review) so have upgraded from 1 to 4)
December 5, 2023
Unprompted review
Reply from Olivia Burton
Hi Brett,
Thank you for taking the time to leave feedback and we are sorry to hear you found your shopping experience frustrating.
Kindly note the discount code can be applied in the basket, there is a section that says 'enter promo code'
If you require any assistance our customer care team are able to help during working hours. We would advise against proceeding with an order where you have not paid the 'correct price'.
Again I am sorry that you were not able to find this promo code box, we believe we have put it in a standard/visible place as if we have any promotions available we encourage you to use them. We will however pass your feedback on to the relevant team.
Best wishes,
Olivia Burton 🐝 🌸
Replacement watch strap - Nope!
Recently enquired whether I can buy a replacement watch strap for my wife's Olivia Burton watch from, guess who, Olivia Burton. Was promptly advised by email that they don't bother to sell replacement straps but that I was free to buy elsewhere or via SWICO, their watch repair partner. Why would I want to register and send a watch back for a strap replacement? And if anyone has tried to register with SWICO you will know it's a painful experience.
Poor customer service for such a popular brand.
November 27, 2023
Unprompted review
Reply from Olivia Burton
Hi John,
Thank you for taking the time to leave feedback and I am very sorry to hear you feel this way.
Unfortunately, as we advised via email, we have had to change certain processes as the brand/business evolves and this has led to the decision to no longer stock straps online. Note this is due to the new styles not being interchangeable and can only be replaced like for like.
As advised previously, we are still able to supply straps, it is just in a different way. If you do not wish to go via SWICO who will ensure the correct size strap is fitted for you and have a very quick turnaround time, please note that our straps are of a standard size so non branded alternatives can be sourced elsewhere.
Again, I can only apologise that you feel this way and will again pass your feedback on.
Best wishes,
Olivia Burton 🐝 🌸
The customer service was excellent
The customer service was excellent. My query was dealt with quickly, effectively and with courtesy.
November 22, 2023
Unprompted review
Reply from Olivia Burton
Hi A Clack,
Thank you so much for your lovely feedback, we are so pleased you are happy with the service you received!
Best wishes,
Olivia Burton 🐝 🌸
Damaged watch
I recently returned my wife's damaged watch to be repaired out of warranty period. I was very pleased to have my watch repaired and returned within 7 days free of charge as a gesture of goodwill. I will certainly use Olivia Burton in future
October 23, 2023
Unprompted review
Reply from Olivia Burton
Hi Robert,
Thank you so much for your lovely feedback, we are so pleased you are happy with the service you received!
Best wishes,
Olivia Burton 🐝 🌸
Watch very poor quality
Watch very poor quality, would not purchase again
June 13, 2023
Unprompted review
Customer service 5*
Customer service was absolutely outstanding. I special mention to Michele, as she went above and beyond to provide me with additional photos of a watch, and followed up personally. Many thanks
October 3, 2023
Unprompted review
Reply from Olivia Burton
Hi Megan,
Thank you so much for your lovely feedback, we are so pleased you are happy with the service you received, we will be sure to let Michelle know!
Best wishes,
Olivia Burton 🐝 🌸
Customer service went above and beyond
Customer service went above and beyond, sourced a replacement piece of jewellery due to a fault in the design, very professional and kept well in the loop with everything
September 25, 2023
Unprompted review
Reply from Olivia Burton
Hi Sean,
Thank you so much for your lovely feedback, we are so pleased you are happy with the service you received, we will be sure to let Renata know!
Best wishes,
Olivia Burton 🐝 🌸
Fantastic customer service from…
Fantastic customer service from Michelle. Had an issue with a bracelet, received an instant response and a replacement was offered in a matter of days.
September 13, 2023
Unprompted review
Reply from Olivia Burton
Hi Tom,
Thank you so much for your lovely feedback, we are so pleased you are happy with the service you received, we will be sure to let Michelle know!
Best wishes,
Olivia Burton 🐝 🌸
Tiny sizing and terrible returns
Product arrived and the sizes of the bracelets were absolutely ridiculous, built for child wrists. Quality of the gift wrap was poor too - bag came with scuffs.
Then we get to the disappointing customer service. Sent return on 21st August, not acknowledged until 4th September (conveniently after I emailed). Tried to ring first but apparently the office was shut? Don't have a phone number on line if you don't take calls.
Edit: baller chain function was not explained on website or with product. Regardless it still looked tiny.
September 4, 2023
Unprompted review
Reply from Olivia Burton
Hi ANB,
Thank you for taking the time to leave feedback.
Kindly note, as per the voice message recording, our phone lines are closed and you can contact our customer service team on hello@oliviaburton.com or on live chat. We do have a number online for other business purposes but it is not advertised widely on our website.
We would always advise to contact us if you experience any issues with your order so our customer care team can assist you. This would be in regards to any faults, such as with your gift bag or any sizing concerns. I can confirm that the model purchased can be adjusted in size, using the slider ball function as explained in the link below:
https://www.oliviaburton.com/uk/the-buzz/jewellery-size-guide
In regards to returns, there are many different steps within the returns process and yours did take slightly longer than usual due to an IT issue but was processed on our end prior to your contact. I can see this has been processed within our timeframe but apologise that this took slightly longer than usual.
Many thanks
Best wishes,
Olivia Burton 🐝 🌸
My rose gold watch strap has tarnished
My rose gold watch strap has tarnished after just three months, I contacted customer service who advised that although their warranty didn’t cover watch straps they would replace it as a gesture if good will. Sadly the replacement has tarnished and looks dull and dirty after just a few months. Very expensive for the longevity! Wouldn’t recommend
September 3, 2023
Unprompted review
Reply from Olivia Burton
Hi Consumer 2,
Thank you for taking the time to leave feedback and we are very sorry to hear this.
We would always advise to contact us if you experience any issues with your order so we can try and assist you. If you could therefore please email hello@oliviaburton.com with details of your correspondence, our customer care team will look into this for you. Please however be aware that tarnishing can be affected by a number of components such as perfumes/moisture/care and is not always down to the 'quality' of plating so we do advise to take this into consideration when wearing plated items.
Best wishes,
Olivia Burton 🐝 🌸
Amazing !!
Prompt response to my delivery status.
Received item when expected, beautiful item and beautifully gift wrapped.
September 1, 2023
Unprompted review
Reply from Olivia Burton
Hi Stephanie,
Thank you so much for your lovely feedback, we are so pleased you are happy with your item and the service you received!
Best wishes,
Olivia Burton 🐝 🌸
The watch is beautiful
The watch is beautiful. Customer service replies very quickly and are very helpful and pleasant. Item received in 1 day. Great experience !!
August 22, 2023
Unprompted review
Reply from Olivia Burton
Hi Vanessa,
Thank you so much for your lovely feedback, we are so pleased you are happy with your watch and the service you received!
Best wishes,
Olivia Burton 🐝 🌸
Exceptional customer after care
Dear Michelle,
I just wanted to complete my customer experience by saying thank you so much for the way in which my issue has been handled.
Quite clearly Olivia Burton trains their customer team to show genuine care and compassion to their customers, even when things go wrong.
The replacement strap arrived yesterday, was simple to attach and has solved the problem. More importantly, my daughter has the smile back on her face the same as when she first opened this gift on her birthday, so thank you so much again.
The watch is very classy, beautiful and great value for money 😊
August 3, 2023
Unprompted review
Reply from Olivia Burton
Hi Mary,
Thank you so much for your lovely feedback, we are so pleased you are happy with the service you received, we will be sure to let Michelle know!
Best wishes,
Olivia Burton 🐝 🌸
Wasn’t going to write a review until I…
Wasn’t going to write a review until I saw how many low reviews this company has received!
I received a beautiful pair of bee and heart earrings for Christmas last year and after a few wears the heart had fallen out…
I emailed the company and was offered 40% off a new pair!
I thanked them but thought this a bit cheeky, a replacement heart was all that was needed, I don’t mind putting it in myself if it means I get to wear them again.
Unfortunately won’t be buying from this company again!
July 27, 2023
Unprompted review
Reply from Olivia Burton
Hi Mikala,
Thank you for taking the time to leave feedback and I am sorry to now hear of your disappointment. As you are aware, jewellery is not something covered under warranty and as we do not offer a repair service on jewellery, a discount code was offered to you to purchase a replacement item. You gladly accepted this offer and appeared very grateful for it.
Best wishes,
Olivia Burton 🐝 🌸
Tried to call the number online
Tried to call the number online. Keeps saying offices are closed. How can I speak to someone regarding a purchase ??
July 28, 2023
Unprompted review
Reply from Olivia Burton
Hi Laura,
Thank you for taking the time to leave feedback.
Kindly note, as per the voice message recording, our phone lines are closed and you can contact our customer service team on hello@oliviaburton.com or on live chat.
I hope this helps
Best wishes,
Olivia Burton 🐝 🌸
Excellent company to deal with and…
Excellent company to deal with and beautiful items. An issue with delivery by Royal Mail was addressed by Michelle at Olivia Burton the same day that I raised the issue. Superb customer service and a replacement item was issued immediately. I’ll definitely shop again.
July 26, 2023
Unprompted review
Reply from Olivia Burton
Hi Deb,
Thank you so much for your lovely feedback, we are so pleased you are happy with the service you received, we will be sure to let Michelle know!
Best wishes,
Olivia Burton 🐝 🌸
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