A Slow Start, but the Issue Was Ultimately Resolved
(Update down below) Unfortunately, my experience with Lash by Maya was very disappointing. I never received my order, despite placing an order for one of the company's most expensive products. Throughout the process, I struggled to get clear information about what had happened to my shipment. Customer service informed me that there had been a logistical issue out of their control, but I was never given a clear explanation of what that meant or excatly why my order was not delivered. I was later told that my order would be re-shipped, but I did not receive reliable confirmation, tracking information, or clear updates that gave me confidence this was actually happening. Communication with customer service was confusing and often did not directly address my questions. At times, the responses felt automated, which made it difficult to resolve the issue efficiently. I cannot confirm whether AI was used, but that was the impression I was left with due to the nature of the replies. Overall, I felt that my concerns were not handled with the level of care I expected, especially considering the value of my purchase. I am disappointed by both the lack of communication and the way this situation has been managed. I hope the company improves its customer service and communication so that other customers have a better experience than I did. UPDATE 15 July 2026: I’m pleased to share that I have now received the reshipment of my order. While the process took significantly longer than expected and there were some communication challenges along the way, I appreciate that Lash by Maya ultimately took action to resolve the issue and resend the product. My main concern throughout the experience was the lack of clear updates regarding the status of my original order and the reshipment. More proactive and concrete communication (e.g. by giving the tracking number of the reshipment, sending a screenshot of the reshipment tracking etc.) would have provided greater reassurance and confidence during the process. That said, I am grateful that the matter has now been resolved and that I have finally received the product. I hope the company continues to improve its customer communication and order tracking, as I believe this would greatly enhance the overall customer experience. Thank you to the team for ensuring that the order was ultimately delivered.