We are the leading luxury Brazilian Cosmetics Distributor representing Brazilian premium beauty products. All our products are certified by ANVISA, the Brazilian Health Government Agency and we are Officially Licensed Sellers of most Brazilian Premium beauty brands.
Bkeratin Professional (bkeratinstore.com) has 355 customer reviews on Five Star Index, with an average rating of 4.4 out of 5.
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Fabielly S.
I did not receive my package
Response from Bkeratin ProfessionalNov 3, 2023
Hello Fabielly, how are you? We contacted you on September 21st via WhatsApp and proceeded as agreed! Once again, we apologize for this and we hope you have a better experience in a next purchase. Best regards, Rafaela G.
Samuel Da S.
eu ainda não recebi meu produto
Response from Bkeratin ProfessionalJul 21, 2023
Olá, Samuel! Tudo bem? Primeiro peço desculpas por toda essa demora, infelizmente tivemos um imprevisto com a transportadora, que não entrou em contato conosco para informar sobre o problema no tranporte, pedimos mil desculpas e entendemos a sua frustração em esperar. Nossa equipe de envio já realizou um novo envio, por uma nova transportadora com um metodo mais rapido de entrega (2 dias uteis), enviamos o rastreio pelo seu email! Tambem estamos lhe enviando alguns brindes como forma de nos desculpar pelo ocorrido. Mais uma vez pedimos desculpas por isso! Esperamos que você reconsidere sua avaliação e que possamos lhe atender melhor em uma proxima compra! Atenciosamente, Rafaela G.
Melissa P.
Primeramente me cobraron shipping cuando se supone que era free shipping por ser mas de $179. Luego de muchos mensajes por email ya que nunca contestaron el telefono, supuestamente me lo acreditaron pq todavia no lo veo reflejado en mi cuenta. Estuve monitoreando el envio ya que debia llegar como en 5 dias y no aparecia enviado, llame a UPS y me dijeron que ustedes aun no les enviaban el paquete. Escribi de nuevo y me dijeron que fue por problemas con el suplidor y me mintieron al decirme que lo enviarian viernes y no fue asi. Volvi a escribir y entonces fue que esa noche el paquete fue enviado. Fue la primera vez que compro con ustedes y en realidad estoy muy decepsionada
Response from Bkeratin ProfessionalJul 10, 2023
Hola, Melissa! ¿Cómo estás? Creo que hubo un malentendido porque nuestro equipo ha estado en contacto con usted por email desde el día de su compra, lo que se puede ver en el historial de nuestros emails intercambiados. Como se menciona en uno de los emails, le reembolsamos los gastos de envío y le enviamos el recibo de reembolso, también le explicamos que como lo compró con su tarjeta de crédito, no es instantáneo y que probablemente sólo aparecerá en la próxima factura de su tarjeta. Lamentablemente hemos tenido un retraso por parte del proveedor, del que le informamos puntualmente por email, en el que teníamos previsto recibir el viernes pero no lo recibimos hasta el martes, por lo que priorizamos y enviamos su pedido el mismo día (lo que usted aceptó por email). Como ya hemos dicho, le pedimos disculpas por el retraso, esto no suele ocurrir y también nos sentimos frustrados y tristes por la situación. Si lo desea, podemos enviarle la captura de pantalla de todas nuestras conversaciones, para que no haya dudas sobre lo sucedido. Si tiene alguna pregunta más, no dude en ponerse en contacto con nosotros. Saludos cordiales, Rafaela G.
Yulied Z.
Jamás llegó el Producto que compre aun haciéndoles saber q era de carácter urgente
Response from Bkeratin ProfessionalMay 5, 2023
Hola Yulied, ¿cómo estás? Creo que hay un fallo de comunicación, ya que nuestro equipo se puso en contacto contigo explicándote lo sucedido y no obtuvimos respuesta para continuar con el envío de tu producto. Le enviamos algunos correos electrónicos informándole del retraso de nuestro proveedor y en cuanto recibimos el producto, ya le ofrecimos el envío el mismo día, pero no obtuvimos respuesta por su parte. Sin embargo, he comprobado con mi equipo interno que su pedido ya ha sido reembolsado, dándole la oportunidad de realizar otra compra. Espero que en la próxima, podamos servirle y ¡lamento lo sucedido! Un cordial saludo Larissa B.
Dana N.
I didn’t received my package. It was sent back to Brazil to the sender. The address information was not accurate. I am very disappointed
Response from Bkeratin ProfessionalMay 5, 2023
Hi Dana, how are you? As we talked via whatsapp, we didn't receive any email, call or message, so you didn't get any response from our team. I'm sorry for your frustration and we've already contacted you to solve it in the best possible way! Thank you for your understanding. Best regards Larissa B.
Kari
Wrong product sent. Challenging to get return and customers support.
Response from Bkeratin ProfessionalApr 6, 2023
Hi Karina, how are you? We are sorry for that happened! I saw with my team that found that we have not received any message, email or call, I believe that's why we can not give you an answer, sometimes our system may not have received. Could you send us via email or whatsapp a picture of the product you received and if possible, a printout of the message that was sent to us. This way we can serve you the best way possible! Once again, we apologize for this and hope we can help you! Best Regards Wanessa B.
Tam
What went wrong: I received the incorrect order I ordered two detanglers and two bottles of moisturizers: I received the two bottles of detanglers,one bottle of moisturizer, and one bottle of hair conditioner ( I did not order conditioner). The delivery took a very long time I did receive messages letting me know there was a probable at the port. I won’t be in ordering again takes to long to receive your order. I would love to receive my corrected offer. Unhappy expectations. Please send a link so that I can include pictures of the products I received. There definitely was a mistake with my order.
Response from Bkeratin ProfessionalMar 31, 2023
Hello Tammy, how are you? We apologize for what happened and we understand your frustration. Please, could you send us photos of the products that you received because all orders that are shipped , we always take photos to make sure that the wrong product was not sent to each customer and yours was sent correctly according to your order. However, there can be misplacements from the carrier and we need to have this information to be able to open an investigation. I look forward to be hearing from you. Best , Wanessa B.
Nelly G.
It came unopened and burst all over the box. I have not received an email back on my purchase.
Response from Bkeratin ProfessionalFeb 15, 2023
Hello Nelly, how are you? First of all we're very sorry about this. We ask the customers to contact us on the day of the delivery and send us photos of the box and the products the way they received them, so that we can contact the carrier and activate our insurance. We pack the products correctly, we put tape and bubble wrap but unfortunately the moment the package leaves our company, we have no control on how it will be handled. We also checked that we didn't receive any email or message about the order. Can you send a screenshot of the message/email you sent and didn't get a response so we can check what happened? Please send us a picture of the box and the product the way you received them so that we can proceed! And once again, we are very sorry for this and we hope to be able to attend you in the best way possible! Best regards, Rafaela G.
