UPDATE - after several emails, customer services finally re-sent out the palette and gave me a small refund for the inconvenience. It was a stressful 2-month experience, but I finally have my eyeshadow.
TL;DR: I ordered an eyeshadow palette on 26th November. It never arrived and the company is now ignoring all communication from me.
Everything was going fine with my order until the parcel landed in the UK. We were having some pretty bad postal strikes here at the time, so I was expecting it to take a little longer to get to me, but I started to lose faith when the status changed to ‘delayed’ at 4pm on 8th Dec and did not move from that. I reached out to Kaleidos customer service 9 days later for an update. They said they would investigate, but I didn't hear anything from them until 3rd Jan when they emailed me to say the parcel had been delivered(!) at 8pm on 8th Dec - the exact date I had noted as the date I stopped getting tracking updates - with no ‘out for delivery’ status in between, no photo proof or GPS location, and no follow-up email from the delivery agent asking me to rate their courier (which this agent always sends, as they get your email from the retailer). So you're telling me the delivery agent somehow went from stating there would be a delay in transit to 4 hours later magically delivering my parcel?
This is a well-known delivery agent in the UK who I have received many parcels from in the past, and there is ALWAYS an out for delivery status with a time window. They also take photos of your order when delivered as evidence. No such photo was attached to my order tracking, because it never arrived!! Also, why would I email Kaleidos on the 19th December for an update if the order had already been delivered? Something seems incredibly fishy here, and I don't feel I've been given the full truth at any point.
I eventually got through to the delivery agent after being told by Kaleidos to speak to them myself (again, how is this my responsibility when you sent the parcel?) and they couldn't give me a clear answer on whether the palette was lost or stolen, so I am down money with nothing to show for it.
I am now being completely ignored despite multiple attempts to get either a refund or the palette re-sent. You should be ashamed of yourselves for such appalling customer service!
I bought two makeup things for my mother, but the packages got lost in my country, so I wrote to Kaleidos and they immediately send another package and I just received it today!
10/10 experience.
And my mom loves the makeup pens
I'm in the UK, Kaleidos shipping is smooth. I got Kaleidos highlighters in moon cruiser & gifted. I’ve been wearing them everyday! Their lip clays are one of the best too, not drying and stay all day. Dune is my favorite nude, and my friends keep asking me what i'm wearing. Highly recommend!
Bought almost $100 worth of makeup in April from this company. Never received it. Auto postal updates stop in China around May. I understand that these things do happen but it could have quite easily been resolved if they replied, even once, to any of the emails I sent direct, the comments I left, the countless ways I tried to contact them. Nothing. In the end I had to take a legal route to get my money back. Took 4 months but I finally got my money. Obviously, my experience was negative and I wouldn't advise anyone uses this company. But on reading other reviews, they seem positive. Make your own mind up if you want to risk it or not, but be prepared for zero communication, worst ways. Couldn't give the experience any higher than 0/5, which is a shame.
Kaleidos Makeup 回复2022-10-12
Dear customer. We value your feedback very much. We're so sorry to hear your unpleasant experience.
Due to the Covid-19 lockdown in Shanghai and the fluctuating impacts on logistics, we were unable to ship from our warehouse from April to May. We notified our customers and provided shipping options and compensations, and we always respond to the customer emails. However some emails might not have gone through due to server or connection issues. Please do contact our Customer Service at [email protected] and we will look into the status of your order and clear your concerns.
We appreciate your understanding.
Sincerely,
The Kaleidos Team
Kaleidos is based in Shanghai, I’m in the states. I ordered two eyeshadow palettes from them, and one arrived with a shattered eyeshadow. I took a photo, emailed their customer service, and they promptly refunded my money on the broken palette and gave me instructions for repairing the broken shadow, no return shipping necessary. This is the kind of customer service that deserves credit because I’ve bought things from other smaller companies and it’s no refunds, no returns. I have a small business that deals in skincare and cosmetics, so I know that every penny matters, and for them to refund me AND give instructions for repairing the eyeshadow is really great service in my book. They’ve guaranteed I’ll come back again in the future for their products, which are some of the best I’ve ever used. Although shipping takes a while halfway around the world (obviously), their products and service make it worth the wait to buy from them. I will be a Kaleidos customer for many years to come, and I will recommend them to the other makeup junkies I know.
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