Customer reviews mentioning customer support
English keywords: support, customer service, customer care, response, respond, responded, reply, replied. Most recent experience first, regardless of rating.
Seems illegal
This is my first review as I usually do not like to post negatively about a business. But this one seems especially awful and people should know!
I ordered my daughter’s some bracelets for their birthday on September 16th. A set of purple and yellow bracelets for their school colors and a subscription plan for a year’s worth of bracelets to be shipped monthly.
After watching tracking and seeing that different tracking numbers were sent and some that were not valid, I sent an email to the company on September 28. I was told to wait until October 1 and sent a completely different tracking number that said it had shipped but had been sitting in transit for a week in the same spot.
On October 6th I emailed back to say I still had not received my order. I was told I could either choose to have my shipment reshipped or send me an online credit and they would wait for my reply. I promptly responded, SHIP WHAT I PAID FOR. Then was told that they couldn’t because it was sold out. Although I could still go on the website and it showed available to ship.
I asked for a refund and a cancellation of my subscription. Although, by this time, the “second” subscription shipment had already shipped. I am not confident I will receive that order either. We will see.
But basically they still have an item available on their website that they cannot fulfill and are still taking people’s money. Seems illegal.
Having the worst experience ever with...
Having the worst experience ever with this company. My first order was delivered to the wrong address. The customer service representatives suggested that I retrieve my package from the wrong address that is 25miles away from me. I submitted a refund request and still waiting on that refund. Placed another order on Tuesday and paid $20 for 2 business day delivery, I am just receiving notification from UPS that I will not receive my order until Monday the 21st when I need the items on Friday the 18th for a Sweet 16. Do not order from this company!! They do not have a live person to call and sort things out with and they do not respond quickly to urgent orders. now I will have take this as a loss and find party favors in 24hours some where else because they have not sent my order. Save yourself the headache and go some where else. I am $100 in losses now.
I never received my package and had to get a refund!
I never received my package 3 months after I placed my order when it was supposed to take 3 weeks! I emailed customer service multiple times, tried to call, and chat online, and they took so long to respond. I was depending on this order to arrive on time, and I had to cancel multiple events due to Pura Vidas lack of ability to communicate and deliver what they promised. I got no delivery updates and at one point half my order was shipped but then lost. It was very frustrating and unfortunate, and I will not be ordering from them again!
Shop elsewhere
Updating my previous review because the situation continued to get worse after I posted it.
After nearly 16 weeks of waiting for a custom bracelet, I was repeatedly given conflicting explanations about my order status. First I was told the shipment was stuck in customs. Later I was told the order had been lost during a warehouse transition. Then I was offered a replacement order with another 5–6 week wait and partial compensation. After agreeing to continue working toward a resolution, I was ultimately informed that personalized items are now completely unavailable and cannot be replaced at all.
Over the course of nearly four months, I gave the company multiple opportunities to make this right. Instead, the experience became an exhausting cycle of delays, inconsistent communication, changing explanations, and ultimately no meaningful resolution beyond a refund that did not even include the original shipping charges.
This has honestly been one of the worst customer service experiences I have ever had. The order was placed January 24, 2026 and finally resolved with no product and no shipping reimbursement today, May 8, 2026. Only reimbursement for the product itself.
3+ months, no shipment
It's been 15 weeks since I ordered a custom bracelet. At the time of order it said 4-5 weeks for custom orders on the website, which has since been updated on the site to 5-6 weeks. I've been in touch with customer service via email several times since the 5 week mark and am still being told the shipment is stuck in customs. The order was placed in January and I still have yet to receive the order.
Horrible experience - stole my money
Horrible experience with this company. It's now been 6 weeks since I placed an order for a gift for someone, and I haven't received any notification of shipping the order or received the order. Their customer service has lied to me multiple times that they have "warehouse" issues and can't cancel my order or issue a return until something is delivered.
Been waiting weeks for my order
Been waiting weeks for my order, which has never even been posted. Customer service just gives me the polite runaround with lame excuses. I had to write to them again to ask for a refund, which they granted straight away, so that was good. However, this suggests that the items on their site are not actually in stock. Not good practice.
BUYER BEWARE!!! THEY WILL STEAL YOUR MONEY
I am extremely disappointed with my experience with Pura Vida Bracelets. I placed an order and was charged in full, but the product was never shipped. Instead, I was given a tracking number that appears to be completely fake—there has been no movement or valid shipping information associated with it.
When I reached out to customer service, the responses I received were generic, unhelpful, and ultimately misleading. It felt like I was dealing with a scripted or non-existent support system rather than a legitimate company trying to resolve an issue.
At this point, I have paid for a product I never received, been given false shipping information, and received no meaningful assistance in resolving the problem. This experience has raised serious concerns about the legitimacy of their order fulfillment and customer service practices.
I would strongly caution others before purchasing from this company. I am requesting a full refund and a proper investigation into this matter.
Some issues
I found out the hard way that although they advertise “free returns”, all sale items are considered final sale even though nothing is marked as final sale on my receipt or in the item descriptions on the website. My order was also missing a charm and upon reaching out after Christmas, they told me it turns out it wasn’t shipped because it was out of stock. Other companies would have notified me it was out of stock and proactively refunded me, rather than putting it on me to contact customer service to inquire. They did make it right after a few emails and the recipient loves the necklace.