Ella James - Overall Rating based on 21 reviews
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Sunburst mirror and side table
I had a really good experience with my purchase recently. I bought a lovely sunburst mirror and side table from this company, and I'm really happy with the quality of both items. The delivery was pretty quick and the products arrived in Australia within the 10 working days as promised. What surprised me was that the delivery cost was quite low, which was a nice surprise. There were a couple of small dents on the mirror frame, but when I contacted customer service about it, they were super quick to respond and offered me a good discount to make up for it. All in all, I'm really impressed with both the products and the service from this company, and I wouldn't hesitate to recommend them to my friends.
Baby building blocks
As a soon-to-be grandmother, I may have been a bit premature in buying these baby building blocks, but I just couldn't resist! The sea life and dinosaur designs are amazing, with such attention to detail, and the blocks are a perfect size for stacking inside each other. I can already picture the delight my future granddaughter will have as she reaches up and builds towers that might end up taller than her! The blocks are really well-made, and although they were a bit expensive, it's definitely worth treating myself for such a special occasion. Overall, a lovely product.
Egg chair
I bought an egg chair from this company not long ago and I must say, it was a bit of a letdown. They sent the chair to my billing address instead of my shipping address, which was a real pain. I tried getting in touch with customer service several times to sort it out, but no luck. They claim to be open certain hours, but it was like trying to find a needle in a haystack to actually speak to someone. All in all, the lack of communication and service really got on my nerves and I was left feeling pretty disappointed with my purchase.
Macrame double swing seat
I ordered a Macrame double swing seat, but I was really let down when it arrived without any fixings. I double-checked the website and realised that fixings weren't actually included, but I couldn't find them for sale separately either. It's a bit of a major oversight because without the fixings, I can't even use the seat. Now I've got to hunt around elsewhere to try and get what I need, which is pretty frustrating.
Xmas Gifts
I recently bought several Christmas gifts from this company, and unfortunately, one of them arrived damaged. It happens sometimes when you order online, but what struck me was that there was no debris in the packaging, which suggests they knew the item was damaged before sending it out. Being a customer from the EU, I already pay for shipping, customs, duty, and currency charges, so I was quite disappointed when Ella James only offered a refund for the damaged item without any other options. When I asked for a replacement, they refused, saying they had already refunded the original. This lack of flexibility and consideration for customers' needs was really disappointing, especially considering their products are usually of good quality. I would only give them 2 stars for this experience, and I think they should take a good look at and improve their Customer Service Department.
Gorgeous chair purchase
The chair I got from this company is absolutely gorgeous. It really brought a classy feel to my living room, and I'm so pleased with it. I was pleasantly surprised that it arrived for free in just 2 days, and the packaging was really well done. When I contacted them on their website, the customer service was excellent - they were quick to respond and very helpful, making me feel really valued. I am thrilled with both the chair and the service from this company. I will definitely be shopping with them again and would highly recommend them to others.
Baby bed and mattress purchase
I just bought a baby bed and mattress from this company, and I have to say I am really impressed with the service I got. The delivery timing was spot on, and the customer service was top-notch. I had a chat with a representative who was so understanding and really listened to my worries, especially after a bad experience with another company. She did exactly what she said she would and kept me in the loop the whole time. I am one happy customer and would definitely suggest this company to anyone looking for baby furniture. Massive thanks to the representative who helped me - you really went the extra mile!
Baby bed
I did something really stupid - decided to order a baby bed, but then regretted it straight away. Reading some reviews online freaked me out about trying to get my money back. So, I was in a total meltdown. But, I plucked up the courage to call customer service the next day, thinking it would be a nightmare. To my amazement, they were not only helpful but super quick at sorting out my refund. It was such a good experience that now I'm kicking myself for cancelling my order.
Delayed order, poor customer service, no refund
My time dealing with this company has been a nightmare. I ordered something more than a month ago and still haven't got it. When I got in touch with customer service to ask about the delay, they were so unhelpful and didn't seem to care. They wouldn't even give me my money back, even though they hadn't held up their side of the deal. The fact that they don't bother to keep customers updated and don't care about satisfaction is shocking. I would suggest that anyone thinking about buying from here should find somewhere else that's more trustworthy and reliable.
Cowboys and Indians wigwam
I bought a cowboys and Indians wigwam from this shop not too long ago. Sadly, it wasn't quite what I was hoping for. Nevertheless, I have to say I was really impressed by the great customer service I received from the team there. They were super quick to give me a returns label at no cost, and they refunded my money right away without any problems. Although the actual product was made of really good material and had a nice design, it just wasn't quite right for me. I really appreciate how efficiently and professionally Ella James dealt with my return and refund. Thanks a lot.
Pre-ordered item delay
I ordered something on the 9th of January with an estimated shipping date of mid-January. It's almost the end of February now, and I've sent a few emails asking about my order but haven't heard anything back. It's really frustrating, especially since DPD says they're waiting to deliver it. My daughter's birthday is next week and I don't even know where her present is!
Garland purchase disappointment
The ordering and delivery process went really well and everything was quick and smooth. But when I opened up the package, I felt a bit let down as the garland didn't look as full as I thought it would from the website. I tried to fluff it up a bit, but it still didn't look quite how I imagined. In the end, I had to mix it with another garland to get the look I was after.
Wooden product
The product was as described, but it turned out to be bigger than I was expecting. The delivery was fast, but the packaging was a bit disappointing. It was only wrapped in tissue paper and placed in a cardboard box, so there was a risk of it getting damaged during transit. It would have been better if there was some extra packaging to keep it safe.
Online shopping experience
My first and last order turned out to be a really disappointing shopping experience. When I placed the order, the shipping address that was used was not the one I had entered at the checkout - it was a random one in the UK, even though I was shopping from Italy. There was no clear information about this on the website. I tried reaching out via email and Facebook, but only got a reply through email after waiting for two days. The tracking code was only given in the first email and wasn't provided in any other correspondence or in my account. I was worried about losing the email and not being able to track my package. All in all, it was a very old-fashioned online shopping experience that made me regret my purchase in the end.
Metal and glass bar cart for international shipping
I recently tried to buy a metal and glass bar cart from this company, hoping to have it shipped internationally. Even though their website said they ship to Europe, USA, etc, I found out after I placed my order that they needed to crate the item for shipping outside of the UK. I suggested to them to update their website so it's clear what they can and can't ship, to save customers' time. The customer service representative didn't take my feedback well and didn't handle the situation professionally. It's disappointing to see such a lack of clarity and communication from what I thought was a reputable company. As a designer, I wouldn't recommend this company to others.
Phone and laptop order issue
I am really disappointed with my experience at this store. I attempted to use a coupon code for my order on both my phone and laptop, but I couldn't find the option to do it. It's frustrating to see that this feature is accessible for some customers but not for others.
Bunny night lamp
I came across this really cute bunny night light in a shop in Venice whilst I was on holiday, but it was a bit pricey so I thought I'd wait and buy it online when I got back to Australia. It ended up taking 14 days for it to arrive because of some security checks on my account, but when it did, it was packed really well and now it looks awesome in my home.
Child's rucksack
I bought a small backpack for a kid, but it turned out much smaller than I thought. I wanted it for a school-age child, but it was more like one for a tiny toddler. The size described was way off.
Terrible quality control
I made the daft decision to order a metal firepit from this place for my husband's Christmas present, and it was a complete disaster. As soon as he opened the box, we could see massive cracks in the item. Dealing with their customer service was an absolute nightmare - it took weeks and loads of emails just to get a refund. They even had the nerve to say they hadn't received the item back when they were the ones who organised the return and had the tracking code! The service was absolutely shocking - steer clear at all costs.
Toy garage order
I had a really awful experience! I bought a toy garage for my kid on the 20th of December, paid extra for next day delivery, and it's now the 9th of January and I still haven't received it. I've sent two emails to complain, but haven't heard anything back, and I even tried calling but no one answered. My child is really upset, and the terrible customer service is just not acceptable. To top it off, they took the money from my account on the 20th of December but never sent the product.
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