Update - so after still being fobbed off by their ‘customer service’ I posted on Instagram and asked for recommendations of other gel companies as I refuse to use candy coat after their s*** service. Only to then receive a DM from them asking why I would say such horrible things and they’ve only ever done anything to help me, what a laugh. I told them they had done no such thing and I’ve still never received my refund and until I do I won’t be sending back the wrong item. The girl told me I had to send it back before a refund would be put through, even though this was all their error. She also asked me to remove my post as it was defamatory! I showed her emails I had with customer service saying I can hold off returning until the refund was complete. Girl said there must be some miscommunication as that’s not what their process is. I said despite what your process is you’ve fobbed me off for months and I want my refund. The girl on Instagram then said the refund was now through, so basically only after I slated them on social media, and quite rightly so, and after almost 20 emails to them. My refund has now been processed and I’ve returned their precious polish, but will never be using them again. Poor show. Original review -I’ve been a customer of this company for over 8 years and made many an order and posted their products all over my social media. However the last few years their customer service has let them down big time. My most recent order has pushed me too far and from reading the latest reviews on here it’s clear to see why. Their service is so bad and their staff very rude. The deleting of negative comments (more likely from people trying to get their attention as they don’t respond to emails), the promises of being sent replacements with them never arriving and the constant emails to try and get their attention is shocking behaviour. I ordered a new lamp, 2 polishes, remover and buffers. When the package arrived it wasn’t in their usual boxed packaging and was in a large CC pink bag with very little bubble wrap. So much so that before I even opened it I could smell something had leaked. Both polish bottles had smashed and the polish leaked within the little bag it came in. I immediately emailed to let them know on the 3rd July. I got no response several days later so messaged them on Instagram. Molly answered and appeared to think their emails had been picked up despite me saying I’d had no reply. She said she’d pass on to Nikki who dealt with customer service and replacements would be sent. On the 10th jul I eventually got a response to say they would send out the replacements. Nothing had arrived by the 18th so I dropped another email to ask if they had been sent yet (they are usually very slow to dispatch orders at the best of times). No response again so I messaged on Instagram again a few days later. Molly once again replied and said they had been sent as she personally arranged it. Then her next message said one was out of stock so they can refund that but the other has been sent. Totally contradicting herself. I asked her to clarify and also sent the screenshot of the email from the 10th showing Nikki confirming both were being sent as no one had told me this. I then got an email from Nikki saying they were being sent, again contradicting what Molly said. I expressed my disappointment at the service I’d received. Over 3 weeks to try and send replacements for damaged items due to their poor packaging. I’ve just received another large bag with one polish in it and it’s not even one of the colours i ordered. I’ve since sent another email to explain again and just asked for a refund for both polishes as I’m beyond disappointed now and will no longer buy anything from them again. I messaged Molly on Instagram to ask her to give Nikki a heads up I’ve emailed again and she’s now suggesting for a refund I’d need to return everything! The damaged polishes were binned when I was promised a replacement and I’m now expected to go out my way to return the incorrect polish they sent. Unreal. Please do not buy anything from this company. Their brand and customer service is one big let down after many years of being at ‘the top’ of their game. It is no longer what it once was. AVOID
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