KD

I canceled my order, and the cancellation was immediately confirmed with a refund promised. Nearly a month later, that refund hadn't happened. I reached out for an update and was told that they've been busy and that my refund would be processed in an "orderly fashion." I don't know what that means, but I don't think any business can typically get away with, in essence, "we'll refund you when we get around to it." I still haven't gotten a refund, so I've unfortunately had to dispute the charge.

I ordered a kit, and half of it was unusable due to manufacturing defects. They took ages to respond to a return request but then asked for photos of the damage and sent replacements. I waited a long time for these only to find that one of the replacements contained the wrong product in the correct box. (I should also mention that everything had dust and bits of glitter from some other product on it. I don’t think they were previously used but this is clearly not the cleanest facility.) I asked for a partial refund thinking that their mistake might allow me a free return, but no, and now I’m stuck with a $70 disgusting, broken, and incorrect nail kit. It’s unconscionable that this company makes multiple mistakes and then expects their customers to pay for return shipping to correct them if they don’t trust the brand enough to wait for yet more likely mistaken replacements. I know that’s the policy, but I’m just now putting it together that I can’t return the broken products they sent because they were technically open and because all this back and forth means it’s now been too long. And if I return the incorrect item they eventually sent as a “replacement,” the cost of shipping means I’d hardly get any refund at all. This policy shows they don’t stand by their product. They need to change it and improve their quality control. I initially thought their customer support reps were very polite, but they’re all using the same script, word for word.