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
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
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Wrong Item, No Remedy
Ordered an item on 20 Nov 25. Wrong item arrived on 23 Dec 25 ( necklace instead of ring). Immediately notified them of the wrong shipment and sent them a pic of the item I recovered. Was told the correct item would be shipped. Was told to keep the wrong item when I asked about coordinating shipment of the wrong item back to them. Ever since, requests for status have been ghosted or responded to with solicitations for customer survey. Told on 22 Jan 26 that the correct item would ship the week of 26 Jan 26 and they would provide a tracking number upon shipment. To date, 31 Jan 26, no email.
In response to the request for customer survey, here it is. Think I’ll still get the $30 gift certificate for leaving one?
23 December 2025
Unprompted review
Reply from Custom Collective
Hi Robert,
I am so incredibly sorry for the experience you’ve had with us. Reading through your timeline, I completely understand why you're so frustrated—falling short on our promise to send the correct item and then leaving you without an update is not how we want to treat our customers, especially after such a long wait.
I genuinely apologize for the lack of communication you've dealt with. Could you please send us a quick email at hello@customgoods.co with the subject line "Priority + [Your Order Number]"? I want to personally check the latest status of your replacement and make sure you have the tracking info immediately.
Thank you for your patience and for giving us a chance to fix this.
I ordered a birthstone ring for my…
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 we was surprised of the quality. I definitely would recommend this company!!
8 December 2025
Unprompted review
Reply from Custom Collective
Hi Terry,
Thank you so much for sharing your experience! We truly appreciate you giving Custom Collective a chance, especially for such a meaningful gift. We’re so glad the updates gave you peace of mind and that you were pleasantly surprised by the quality of the birthstone ring. It means a lot to us that you’d recommend our company, and we hope your granddaughter cherishes her ring for years to come.💍
My wife loved the necklace
My wife loved the necklace! It came out exactly how she was expecting and it arrived just in time. Had an issue at first with shipping when I placed the order, but I sent and email and got a quick response and the shipping issue fixed! Definite recommend to anyone considering a personalized piece of jewelry.
25 December 2025
Unprompted review
Reply from Custom Collective
Hello Efrain,
Thank you so much for your wonderful review! We’re thrilled to hear that your wife loved the necklace and that it turned out exactly as she expected. We’re also glad we could quickly resolve the shipping issue and ensure it arrived just in time. Your recommendation truly means a lot to us, and we appreciate you trusting us with such a special personalized piece. We hope to serve you again in the future!
Material is Poor Quality
Product is poor quality and not as described nor expected. There was a hard time contacting customer service receiving responses late night or early morning, no way to talk to a real person. Good luck getting your money back even with the return policy.
19 January 2026
Unprompted review
Reply from Custom Collective
Hi Jason,
I’m so incredibly sorry to see that you’re unhappy with the quality of your order and that you had such a tough time getting a hold of us. I truly understand how frustrating it is to feel like you’re stuck with a product that isn’t what you expected.
That is definitely not the experience we want for you. To make things right immediately, I’ve gone ahead and processed a refund for your order—you should see that back in your account in a few business days. You don’t need to worry about returning the item—you’re welcome to keep it. We just want to make this as simple as possible for you.
Thank you for being honest with us, and I’m so sorry again for letting you down.
Just like the other comments I ordered…
Just like the other comments I ordered a ring on December 17th, 2025 and it is now January 27th, 2026 with no delivery and them being vague promising me it would be shipped last week. It did not happen.
17 December 2025
Unprompted review
Reply from Custom Collective
Hi Ty,
I am so incredibly sorry to hear that you’re still waiting on your ring. I can completely understand why you’re feeling frustrated—waiting since December 17th is a long time, and I hate that we let you down after promising it would ship last week. That’s definitely not the experience we want for you.
I’d love to step in and get this sorted out immediately. Could you please send us a quick email at hello@customgoods.co with the subject line "Priority + [Your Order Number]"? This will help me flag your case to our team right away so I can give you a concrete update on exactly where your order is.
Thank you so much for your patience, and I’ll be looking out for your email.
The order took over a month to ship/never got necklace
The order took over a month to ship. Then I never needed up even getting my order because it got lost in shipping. Which is clearly not their fault, however their customer service has been nonexistent. If you were to ask this company they probably think I received the item I bought, because it seems like no one is actually concerned their customer didn’t actually get the item.
2 December 2025
Unprompted review
Reply from Custom Collective
Hello Dylan,
I’m so incredibly sorry to see this review, and I want to start by apologizing for the lack of communication you've experienced. I completely understand why you’re frustrated—waiting over a month only to have the package go missing is a terrible experience, and feeling like no one is listening makes it even worse.
I want to reassure you that we genuinely care and are currently investigating exactly what happened with your order alongside our service provider. According to the tracking records we have, it was marked as successfully delivered to a mailbox in CANFIELD, OH, but clearly, something has gone wrong. As soon as we hear back from the carrier, I will update you immediately.
Thank you so much for your patience, and I’ll be in touch very soon with an update.
Poor quality & timeline management
I can count on less than one hand how many reviews I’ve written in my 50+ years, but this experience was disappointing enough that I feel others should be warned.
I placed an order with Custom Collective on December 8 for two necklaces. Their website stated an estimated timeline of 8–10 days for production plus shipping. By December 25, the order was still marked “in production,” meaning one of the necklaces could no longer be given as a Christmas gift. I emailed to ask about the delay and received a response that simply repeated the stated timeline, with no acknowledgement that it had already been missed. On January 5, when the order still showed as “in production,” I emailed again. This time they issued a shipping credit, but the necklaces did not ship until later and were finally received on January 12, well beyond their own stated timeframe. At no point during ordering or checkout was there any notice that an order placed on December 8 would not arrive by Christmas. Do not order from this company expecting them to stand behind their timelines.
Had the delay been the only issue, I may have ordered from them again in the future. Unfortunately, the biggest disappointment was the quality.
One of the necklaces is a carved name piece that is supposed to display my grandma name. The carving is not legible. To be sure it wasn’t just my opinion, I asked several other people to look at it, and not a single person could tell what it said. I sent a photo to the company, and their response was simply that they could read it, which is not reassuring, considering they already knew what it was supposed to say. The necklace was not inexpensive so I wore it to work and was asked multiple times, “What does it say?” Or “What does it mean?” (She thought it was a symbol ) I will not wear it again.
Overall, the delays, lack of communication, poor quality, and most importantly, the lack of acknowledgement or effort to make things right have ensured that I will never order from this company again.
Edited to say I’ve contacted the company, due to their response below, and will keep this updated.
2nd edit- after email communications with this company, they did not change their stance stating that the jeweler verified the name. If a necklace’s font is illegible to everyone except the jeweler or the company that fulfilled the order, who should reasonably be believed? My recommendation would be to send a preliminary sketch for approval before anyone spends money on a necklace that cannot even be worn. No resolution was reached with this company and I am stuck with $100 necklace that cannot be worn.
10 January 2026
Unprompted review
Reply from Custom Collective
Hi Marie,
I am so incredibly sorry to read about your experience. Honestly, reading this breaks my heart because we never want a customer to feel ignored or disappointed, especially with items that carry so much personal meaning.
To be completely open with you, we had a much larger influx of holiday orders than we ever anticipated, and our shipping partners also faced some really tough unforeseen delays. But I want to be clear—that is absolutely no excuse for the lack of communication you received or for a product that you aren’t proud to wear.
I’m especially sorry that our previous response about the carving felt dismissive. We want you to love your necklace, not have to explain it to people.
If you’re willing to give us one more chance to fix this, could you please email us at hello@customgoods.co? Please include your order number and some close-up photos of the necklaces so I can show our quality team exactly what went wrong. If you could use the subject line PRIORITY, it will come straight to me so I can offer you a proper resolution immediately.
We really hope to hear from you soon.
Worst customer service and ordering…
Worst customer service and ordering experience of my life. Placed my order on 12/5 and was guaranteed delivery by Christmas. After multiple attempts to reach out to the company, I requested a refund as my order was not going to arrive by Christmas. They said they upgraded my shipping but yet my order still didn’t arrive until 1/5. Customer service never acknowledged my request for a refund. Quality of the necklace is sub-par and not worth all the trouble I went through to order, be lied to and even dispute with my credit card. Do not order from this company!
21 January 2026
Unprompted review
Reply from Custom Collective
Hi Tori,
I am so incredibly sorry for the stress and disappointment we’ve caused you. Reading about your experience really hurts, especially knowing we missed the mark on your Christmas delivery and didn't give you the clear communication you deserved.
To be completely honest, we were hit with a massive influx of holiday orders and more messages than our small team could keep up with at the time. That’s no excuse for the delay or for missing your refund request, but I wanted to be transparent about what happened on our end.
I also feel terrible to hear that you aren't happy with the quality of the necklace. We’d love the chance to look into this with our quality team. Could you please send an email to hello@customgoods.co with the subject line "Priority + order number"? If you could include your order number and a few close-up photos of the issue, we’ll investigate this immediately and find a resolution for you.
Hoping to hear from you soon so we can fix this.
Absolute Garbage!!!
These people must write their own reviews because it seems like everyone is so overjoyed with their purchases. I bought a sterling silver necklace with my son’s initials on it. I was so excited to give it to her. It even came with a free mystery item which were earrings. The necklace was absolute garbage. It left a black mark on my wife’s neck and was even too small for her neck. Sterling silver should not leave a tarnished black mark on your neck. (Her neck is normal size). The earrings looked like they could have been sold at the dollar store. I was denied a refund and told that the products I purchased were made to their custom standards. This company is an absolute scam. I doubt this review will even be posted on their website. This company is all smoking mirrors. They seem legit because of their professional words and “custom care” but they do not take accountability for their garbage products. Thanks for just stealing my money!! 🙄
25 December 2025
Unprompted review
Reply from Custom Collective
Hi Mark,
I am genuinely so sorry to hear about your experience. Reading how excited you were to give this gift to your wife, only to have it end this way, is really heartbreaking for us to hear. That is not the experience we want for any of our customers, especially when it’s a meaningful gift for family.
I truly apologize for the frustration regarding the quality and the fit. We stand by our products, and it’s clear we missed the mark here. I’d love the chance to look into this personally and see what went wrong with the material and the sizing.
Could you please send an email to hello@customgoods.co with the subject line “Priority”? Please include your order number and a few close-up photos of the necklace and the areas where it caused the marking. I want to bring this straight to our quality team to investigate and find a resolution that makes things right for you.
We really appreciate you giving us a chance to fix this.
Avoid: Late delivery, incorrect items, and sarcastic service
I placed an order on Dec 10, paying a $29.99 premium for "Priority Express" shipping. The website explicitly labeled Standard shipping as "Christmas Not Guaranteed" but left that warning off the Express option, creating a clear expectation of holiday delivery. The item arrived 31 days later, missing the holiday entirely.
Upon arrival, the item was the incorrect metal (Gold instead of Silver). When I reached out to resolve this, the representative (Tony) was dismissive and unprofessional. After refusing to honor their "100% Happiness Guarantee" without charging me even more fees to fix their mistake, the representative ended the email by telling me to "have a day you deserve."
I had to involve my bank to recover my funds as the merchant refused to take accountability for their own interface errors and late delivery. I strongly advise shopping elsewhere for time-sensitive gifts.
10 December 2025
Unprompted review
Reply from Custom Collective
Hello Ron,
I am so incredibly sorry to hear about your experience. Reading your review really saddened us, and I want to personally apologize for the frustration we’ve caused you. This is definitely not the impression we want to leave, especially when you chose us for a special gift.
I’ve looked into your order to see where things went wrong. First, I want to take full responsibility for the delivery taking as long as it did. I know how disappointing it is to wait that long. To be completely transparent, our Christmas cutoff was December 8th. Since your order was placed on December 10th, it was unfortunately outside that window. Even with express shipping, we couldn’t guarantee it would arrive by Christmas because each piece is custom-made, but I hear you—we could have made that clearer on the site. To make this right, I’d like to refund your express shipping cost immediately as a token of our apology.
Regarding the metal color, I checked your order form and it shows that Gold was selected. We always craft our pieces based exactly on the information entered so we can make sure everything is just the way the customer wants it. Our policy is that if we make a mistake, we remake it for free, no questions asked. Since Gold was the color on the form, we were just asking for the shipping cost to be covered while we handled the cost of the remake for you.
We’re here to help and hope we can move forward on better terms.
Quality was low
Quality was low. I had expected something better than what I got. Not to
Mention it took quite some time for
It to show up.
1 January 2026
Unprompted review
Reply from Custom Collective
Hi Shawn,
I’m so sorry to hear that you were disappointed with the quality of your order and that it took longer than expected to reach you. This really isn't the experience we want for our customers, and I genuinely empathize with your frustration.
The holiday season has been incredibly busy, and unfortunately, the high volume of orders—combined with some unforeseen delays from our shipping partners—caused things to move slower than we’d like. I know that doesn't make the wait any easier, and for that, I am truly sorry.
I’ve just sent you an email to follow up personally. If you could please send us a quick close-up photo of the product you received, it would help us tremendously. I want to share it with our quality team right away so we can see exactly what went wrong. From there, we’d love to make it right by offering you either a full remake or a refund as a token of our apology.
Looking forward to hearing back from you so we can fix this.
Personalized Initial Necklace Missing Diamond
I ordered the personalized initial necklace as a Christmas gift. It took several weeks to arrive but that was to be expected as it was clearly stated when ordered so no issues there. One of the options was to "upgrade with a diamond" so I selected Yes. I knew it couldn't be much of a diamond for $30 extra but figured it would be a nice addition. Once I received my order go got it out of the package to realize there was no diamond. I verified I had been charged for it and it was selected on my order receipt and I immediately reached out to customer service. Once I got a response it was "Please send some pictures and we'll check with our Jeweler." I reached out a couple more times over the next week and a half with the same response, still waiting to hear back from their Jeweler. I stated that at this point I'm not concerned with having the item remade and would be fine with a refund of the $30 +/- charge for the diamond. Their response seemed to sound like they were going to remake the item and would let me know when they had an update. I am currently 2 days away from being a month from date of delivery with no resolution or update as to what is being done, if anything.
22 December 2025
Unprompted review
Reply from Custom Collective
Hi Zeke,
I’m so sorry it’s taken us this long to get things right for you. I completely understand how frustrating it is to reach out multiple times and feel like you aren't getting a straight answer, especially when you were just looking for a simple resolution.
The delay in our replies was purely due to the massive volume of messages we’ve been balancing over the holiday season, but I know that doesn’t make the wait any less annoying for you. I’m really sorry for keeping you in the dark.
To make things right, I’ve gone ahead and issued the refund for the diamond upgrade you requested. Also, please don't worry about returning the original necklace you received—keep it as a gift from us for the trouble.
On top of that, your remake (with the diamond included) is actually in the final stages of production right now and will be shipped out to you very soon at no extra cost. We want to make sure you get exactly what you originally hoped for.
Thank you so much for your patience and for giving us the chance to fix this.
Received Late
I was told in an email the necklaces I ordered would arrive by Christmas. They arrived a few days later so that was disappointing, I would not have ordered these if I knew they were going to be late. I ordered them in very early December. Once I received my necklaces I was only somewhat happy with them. The gold color is very ‘yellow’ and fake looking but the personalized name engraving is fine. Not planning to buy anything else!
27 December 2025
Unprompted review
Reply from Custom Collective
Hi Alana,
I’m so incredibly sorry that we let you down. I know how disappointing it is to order early for the holidays only for your gifts to arrive after Christmas—that’s the last thing we wanted for you.
To be completely honest, we had a much larger influx of orders this season than we ever anticipated. As a small team, we struggled to keep up with the pace, and I'm truly sorry that our communication about the delivery date missed the mark. Regarding the gold color, I’ve shared your feedback with our production team so we can look into our plating process immediately.
Because we value your support and want to make this right, I have fully refunded your entire order. Please also keep the necklaces as a gift from us, and I’ve attached a $30 gift card to email for you to use whenever you like.
Thank you for giving us a chance, and I hope we can earn your trust back someday.
Non Fulfilled Order
I ordered a Mommy and Me bracelet and a custom bracelet on December 2nd for a Christmas present for my wife and daughter. The bracelet came a week after Christmas.. and I’ve yet to receive the mommy and me bracelet. I’ve gone back and forth with customer service with no luck. No reason why I haven’t received it yet and no ETA on when I’ll actually get it. Very disappointed and will not be ordering from them again.
2 December 2025
Unprompted review
Reply from Custom Collective
Hello Keaton,
I’m so incredibly sorry that we let you down with your Christmas gifts. I can totally understand why you’re disappointed; having a gift arrive late is frustrating enough, but still waiting on the second half of your order is even worse. I sincerely apologize for the lack of clear communication you’ve experienced so far.
I wanted to personally give you an honest explanation of what happened. The Mommy and Me bracelet was held up because we were missing some engraving details, and it didn't get sent out with your first item as a result.
Once we received your confirmation on January 2nd that you didn't want an engraving, the team got to work. Since our custom pieces take about 8–10 business days to craft, I’m happy to share that it was officially dispatched on January 12th. I’ve already asked our shipping team to pull the tracking number for you, and I’ll send that over the very second it’s in my hands.
Thank you so much for your patience, and I'll be in touch with that tracking info shortly.
I got a custom jewelry from custom…
I got a custom jewelry from custom collective and honestly the greatest piece of jewelry I have ever seen. I got the gold necklace with the letter F with a heart. It’s so nice and dainty piece of jewelry does not tarnish great for holiday , birthday , anniversary and surprises. You even get an authentic certificate. 10/10 the perfect piece of jewelry.
5 January 2026
Unprompted review
Reply from Custom Collective
Hi Felicia,
Thank you so much for your amazing 5-star review! ✨ We’re truly honored to hear that your custom gold “F” necklace with the heart is your favorite piece of jewelry — that means so much to us. We’re glad you love how dainty and timeless it is, and that the authenticity certificate added to your experience.
Thank you for trusting Custom Collective for such a special piece. We hope it continues to bring you joy for many years to come. 💛
Took forever to receive the order
Took forever to receive the order, but it did arrive a few days before Christmas. Unfortunately all of the stones were wrong and the mounting was different than pictured.
Still waiting for a replacement 🤨
30 November 2025
Unprompted review
Reply from Custom Collective
Hi Patti,
I am so incredibly sorry to hear about this. It really hurts to know that after waiting for your holiday order, the stones and the mounting weren't what you expected. This is definitely not the experience we want for you, especially with something so personal.
I’ve seen your note about the replacement, and I want to make sure we get this right for you immediately. Could you please send us a quick email at hello@customgoods.co with the subject line "PRIO"? This will help me flag it to our team right away so we can track down your replacement status and fix any errors with the design.
We’re ready to help as soon as we hear from you.
Complete Waste of Time
If I was able to give a zero for this I would have. I ordered my wife a necklace for Christmas on black Friday. I ended up getting the necklace two days before Christmas and the necklace was tied in a knot that is so tight I cannot untangle it. I contacted Custom Collective for a refund or exchange and after two weeks of going back and forth they refuse to exchange it or refund me. They said they do not view knots as damage and gave me tips to remove it like I had no already tried untangling the knot before I wasted time reaching out to them. The necklace itself looks terrible and the customer service was even worse. Multiple days would pass before a response from their customer service. Truly pathetic. Don't waste your time.
16 January 2026
Unprompted review
Reply from Custom Collective
Hello there,
I am so incredibly sorry to hear about the experience you’ve had. Reading your review truly breaks my heart, as this is far from the holiday experience we wanted for you and your wife.
Please accept my sincerest apologies—not just for the necklace arriving tangled, but for how your initial request was handled. We clearly missed the mark with our communication, and I want to make this right for you immediately.
Could you please send us an email at hello@customgoods.co with your order number and a close-up photo of the necklace? Please use the subject line "PRIORITY: Order Investigation" so it lands right at the top of my inbox and I can personally look into what happened.
I’m standing by for your email and hope we can turn this around for you.
Beautiful work, long shipping
The piece is beautiful and exactly how i expected it to turn out, however the shipping took much longer than expected. I would not use this for a last minute gift because of the shipping.
17 December 2025
Unprompted review
Reply from Custom Collective
Hi Mickey,
Thank you so much for your kind words about the piece — we’re truly happy to hear you loved how it turned out! ✨
We sincerely apologize for the longer-than-expected shipping time. During the holiday season, we experienced an unusually high volume of orders that we did not anticipate, which caused delays with both production and carrier processing.
Your feedback is very important to us, and we’re already working on improving our timelines during peak seasons so we can serve you better in the future. Thank you again for your patience and for choosing us — we truly appreciate your support.
Worst company ever
Ok I’ve already written reviews but I’m genuinely so angry at this company right now. They shipped my product a month late (2 months total of waiting) and when it got here the bracelet instantly snapped when trying to wear it. I cannot say this enough. WORST COMPANY EVER. DONT BUY FROM THEM
13 January 2026
Unprompted review
Reply from Custom Collective
Hello Charlie,
I am genuinely so sorry for how things have turned out with your order. Reading about the delay and then the bracelet breaking right away is heartbreaking for us to hear, and I completely understand why you’re so frustrated. This isn't the experience we ever want for our customers.
I wanted to let you know that I’ve already put your order into production for a full remake. We’re making sure this new one is perfect before it heads out to you.
To try and make things right for the long wait and the trouble, I have previously processed a full refund for your original order, which should be back in your account by now. Please consider both the initial order and the upcoming replacement as a gift from us—we just really want you to have a piece you can actually enjoy.
Thank you so much for your patience while we fix this. I’ll keep you updated on the remake!
Do not use this company
Attempted to cancel my order less than an hour after ordering it, told me they were gonna work on it. Sent multiple multiple emails in the next couple days a week later I get a response saying that somebody’s already started working on my necklace and I can’t get a refund. Super rude. Does not follow in their own policies. Would not recommend. Will be reporting this company. Also shipping was sent, sad it was delivered. NEVER received th product
21 December 2025
Unprompted review
Reply from Custom Collective
Hi Marta,
I am genuinely sorry for the frustration and the negative experience you’ve had with us. I completely understand how upsetting it is to feel unheard when trying to cancel an order, especially during the holidays. Please know it was never our intention to be rude or dismissive.
To explain what happened on our end—because our pieces are custom-made, they often move into production very quickly so we can get them out to customers on time. By the time our team processed your request, the necklace was already being crafted, and since it’s a personalized item, we weren't able to stop the process or offer a refund at that stage, as we mentioned in our email.
Regarding your delivery, I’ve personally checked your tracking information and it shows that the package was successfully delivered to your front door in Hemlock, MI, on January 11th. Since you don't have it, could you please double-check around your porch, safe spots, or perhaps ask a neighbor if it was dropped off there by mistake?
Because of the stress this has caused, we are processing a full refund for your order.
We are a small team doing our absolute best to make things right. Thank you for your patience.
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