Review Time
I ordered a lipstick in a specific color. The next day, I received an email stating that it was out of stock and I would be refunded. This seemed odd since the website showed no indication of low inventory when I ordered. Even now, I still see the lipstick available for sale. I'm puzzled as to why my order was canceled if the item remains in stock.
While I enjoy the scent of one of the perfumes, I can't stand their pricing policy. They've significantly raised their prices over the years, making them quite unreasonable now. There are so many wonderful alternatives available, and I've decided to choose other perfumes instead.
I usually don't write reviews, but I feel compelled to share my experience with the online store. I made a purchase with overnight shipping, but after three days with no package, I called and was told it had shipped. The next day, I received an email saying it was on back order and I could cancel. When I called to cancel, I was told I couldn't because it had already shipped. They wouldn't even provide a tracking number. I will never order from them again and will look into filing a complaint.
Nonexistent customer service!! I’ve been contacting them via mail, website, IG and Facebook direct, I’ve tried every contact I could find but I never get an answer…every time absolutely no answer! It’s frustrating, they do not care about their customer, that’s for sure! It is not what I expected from a luxury brand!
I thought it was my phone so I cleared my cookies because the website kept taking me round in loops. I keep getting an error message when trying to place an order, although all the info is there. The Whatsapp chat is pointless. The bot keeps glitching and giving me the same error message. Disappointed because needed my perfume for a special occasion but I guess it wasn't meant to be. Sigh
Placed order 3rd if March. Says label created still haven't received it. Tried to contact customer service via WhatsApp says theres an error agent will get back to me still no reply from the company. Tried to contact via instsagram also no reply a week later..
Terrible customer service. I’ve been contacting them via several different emails (for Us and for Paris team) and also via chat on their website. My mom bought me a 100 ml bottle of their edp as a gift for me when she was abroad on a holiday. I opened it like few weeks ago and straight away noticed it was not ok, it smelled straight up like strong alcohol at first and it did not last more than 20 mins on the skin. So at first they asked me via email some pictures and more info etc. And i did send them back all the info they asked including the place i bought it. Then they asked the reciept and i delivered that too as soon as i got it from my moms bank. Then no answer at all, so i go to their website to ask about it from the chat, where they tell me that there is nothing they can do about it that i should go back to the store where this is bought and return it there, so i again explained that i live in Finland and the edp is bought fromCopenhagen when my mom was on a holiday so it is impossible to go and return it there. And still i get a response that ”im sorry we cant do anything about it” this is insane. I thought that this kinda luxury brand should have somekinda responsibility when it comes to their products and customerservice. They told me to try to contact again the Paris team via email, and i tryied and AGAIN NO ANSWER. Unbelievable, i can not recommend this brand to anyone anymore.
Last night I placed an order and immediately realized there was an error in the shipping address… immediately wrote them a mail, to which they replied at noon that the order had already been shipped but when the courier calls me for delivery I can tell them the right address.It’s the first time I get such a reply from a supposedly luxury brand. I don’t know what is the problem to handle the client’s request (since the parcel hasn’t even been picked up by Ups yet) and to comunicate the correct address, but I do know that’s not how you get loyal customers.Now just hope the courier calls me and I get my parcel.UPDATE Wrote to the email they mention in the answer below 4 days ago, no reply yet. Their customer service is a joke. UPDATE 2: 21/11/2022 they have modified their reply with a different email address now (looks like the CS in the US. I’m in Europe). Like I have nothing else to do but to send mails to kilian’s CS all over the world.
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