Ivory Ella
Reviews and Complaints

I made an order and it defaulted to a different address after asking to go to the right one. I ordered a purple / pink hoodie and I had the address for 5920 W Lonewolf ave but it sent to 12112 E Alki ave in the valley. Do I go to the address it sent to and check or what should I do since I had put in the protection plan for the hoodie? When woul that be available?

Purchased a varsity backpack for my daughter. It was not cheap at 89$. The magnetic clasps broke 9 months later. I contacted their zen desk, and I was told that the only thing the co was willing to do was give me 25% off another 89$ backpack. I was not asking for another pack, but only a way to fix a backpack not even a year old. Will be purchasing a more reputable brand from now on. Last chat message stated that this is considered normal wear and tear. My daughter will be disappointed, but it's a teachable moment. Companies are not always as good as they seem. And donating to the cause another way. So very disappointed.

I'm very dissapointed with the service of the company.in feb 9th this year I purchased a oversized hoodie, payed in total $71, on feb 12th it was apparently shipped and I got a tracking code that didnt work for days and weeks actually never. Then after some time I contacted ivory ella customer service via e-mail and I got a respond after 5 days: "once the packages leave our facility, we only have access to the same tracking information that is provided at the time of shipment. Our records show that your order was shipped on 2/12. We have noticed that usps has been experiencing delays and they have not been scanning packages and updating tracking information consistently. Once the package is shipped it can take 7-15 business days to be delivered, depending on your location.
We apologize for the delay and the inconvenience this has caused. Please let me know if you have any other questions or concerns." - and I waited over 15 days and still the package didnt arrive at my address at all. I contacted the customer service again yesterday but I dont know how long would it take them to respond. All in all, i'm really dissapointed and I would at least love to get a refund because it doesnt seem I will recieve my package at all, i'm waiting almost a month. :/

Angelam254
Angela m.
1 review
"poor customer service policies"
1/20/18
I ordered some items for christmas presents. I was shipped an incorrect item (a t-shirt) and was missing an item. (hoodie). The invoice in my package was for all of the items I ordered, so I knew it wasn't my mistake. There is no number to call - you have to deal with email. Their solution to this type of error on their part, is to inconvenience the customer. They require you to start a return process for the incorrect item, then they mail the correct item. If you don't returner the incorrect item they bill you for it.in my situation, I had to reorder a completely different item because the hoodie I ordered was no longer in stock in the size I needed. I think it is wrong to inconvenience a customer when it is the mistake of the company. Why should I have to go to the trouble of printing out a shipping label, getting a proper package, and going to the post office to send it off? I would feel differently if it were a mistake on my part, but it wasn't. Ivory ella has cute clothes, but their customer service policies are not worth shopping here.

Ordered tie-dye ombre classic tee. It shows a big elephant on the back of the shirt. Mine does not have anything on the back. It's like they forgot to do that... Been trying to contact them via messenger, nobody is responding. Still I keep receiving their promo notices via the fb messanger.
Is there another way to reach them? There's no phone number on the web site.

Purchased a hoodie from ivory ella and received via canada post with 7 days very good. However their sizing is very small and hoodie does not fit. Here comes the great part. Try returning something to them from canada. I have tried various times to ask for a return authorization and just keep getting directed to a returns website. Once you are in the returns website and indicate what product you are returning and click the return button it indicates we are international and we must contact customer service. The phone number does not work and again it redirects me back to the same returns website.

So if you are considering buying anything from them and you are from canada I do hope you dont have to return it. Beware.

Never received my hoodie that I ordered, and I paid extra for faster shipping and it still hasn't come in it's been a full week since I ordered it and it said 2-3 days. I would like my hoodie and my money back for the faster shipping since obviously it didn't help any. I also tried to call your support number and wasn't successful due to the fact that your service number seems to be out of use or something. Sorry to complain just don't want to spend $89 on something I never received, thank you and have a nice day. - michael

I attempted to order some clothes and when trying to pay it was saying my details of billing didn't match but they did so I attempted three times and each time I tried it's taken the money from my bank account and it hasn't gone through as an order as they confirmed they hadn't received anything but the money hasn't come back to me and now they aren't replying to my emails and messages. I'm very disappointed and i've lost money that I can't get back until they decline the payments to bounce back to me!

I love your clothes and what your company stands for. However I have just had to pay £19.50 customs charge to collect my parcel. I am in the U.K.
I expect Ivory Ella to make customers aware as we buy. Your clothes are not inexpensive and I now feel I have been ripped off as it has increased each item by £6.
You need to put this information clearly on your website - not in the small print - to advise customers outside the US that a customs charge is payable.

My daughter just started school last wednesday august 16 and her backpack is already ripping at the top and by the arms on the side. Not happy about this considering I paid $69 for it. Please let me j or what can be done about this. My daughter is not happy because she loves your stuff and was so excited to get your backpack. Please help assist us on this manner.

We ordered a shirt for our daughter on 6/25/2017 and ordered the wrong size and has a small hole. I have made several attempts to return on 8/8/2017 and I get a reply that states my item is not able to be returned. I am within the 45 day return policy window and have sent numerous emails and left a voicemail. We have yet to receive a response from anyone at ivory ella. We are very disappointed with the lack of customer service.

I am disappointed with unprofessional service provided to us by ivory ella. Ordered cute stuff from them and received wrong sizes. That was clearly their mistake and when I asked for a replacement they said that I have to pay for the return shipment. That wasn't nice. Like I already said they made a mistake and I was the one who had to fix everything. Of course I paid for the return shipping because they simply left me no other choice, but I learned my lesson and I will never shop there again.
Their items look nice, but service needs to be improved. I'm not happy about my experience with ivory ella.

I ordered a water bottle and a long sleeve t-shirt (med) last week. A few days later I received my package.in the package was the water bottle and a pair of black leggings size sm. I thought "wow, did I make a mistake when I ordered?" so, I looked at the enclosed order slip and nope. I didn't make the mistake, ivory ella did! I looked for a customer service phone number and there was none to be found. So, I emailed them the whole situation and was very nice in my email. I stated I needed the item I ordered for this week. Any other customer service department would say "I am sorry we made a mistake and shipped you the wrong item. Please return the item at your earliest convenience. We will be ship out your item that you ordered asap". Nope! I received a message that said "here is a rma form. Please fill out and return the item. As soon as we receive the wrong item, we will ship out the correct item!" um.. Hello.. This was your mistake not mine! And then said they will cover ship 1 way! Gee thanks. Already contacted bbb. I have ordered numerous times from here and have never in my life encountered such poor customer service especially when it was their mistake! After looking I to this further to see where the bbb was located for their state, I noticed numerous complaints about their company. Stay far away!

I recently purchased a shirt from ivory ella which claims they donate 10% of their proceeds to save the elephants organization. I have contacted this company and their phone number does not work as well as they do not answer emails. I doubt the money actually goes to them if this is a real organization. I also had a flagged credt card right after I purchased from ivory ella in the amount of $4000 which was charged to my card. I cannot verify is they are the ones who stole my information or not. My package has not shipped and it is still awaiting ivory ella to bring it to the post office yet I have tracking number. I also have been blocked on facebook by their page from sending them messages so I cannot contact them anymore regarding my order. This company is shady, not to trusted and is potential fraud. I even went as far as to track down the co owner and message him on facebook but I did not get much validation. I don't think any company who blocks customer messages, has no contact phone number and does not ship packages on a timely manner if at all should be ashamed of themselves!

I recommend you refer to the current business status of this company on bbb. Also looks up ivory ella complaints. 100's of customers that havent received their packages and have lost all of their money. No phone number to call, no return to emails and messages. Do not order! I have been trying to contact someone to change an order and they reply. I took to online to find out what was going on and I found 100's of people who never got their items and have lost so much money. I am only 120.00 down but it breaks my heart for the families who lost more!

I had a terrible experience with ivory ella and I would not recommend them to anyone. Save your money and time and shop elsewhere. I bought a t-shirt from their store for $35 (quite expensive for a t-shirt) and that was a birthday present for my sister.
I paid for my order and received a confirmation message + tracking number. Several days later I got another message saying my order was shipped. One week passed and I decided to track my order and see where it was. I was shocked when I saw that it was still in their warehouse. I contacted ivory ella and they said that they had some difficulties with the delivery service and asked me not to worry. After about two weeks of waiting my shirt didn't leave the store so I asked for a refund, but they refused and claimed that my order was shipped. Nothing ever arrived and they continue to play games with me, they say no every time I ask for my money back. This company is nothing but scam, do not buy from them!