Miss M.
Pros and Cons!
Pros: 1.The website has a wide variety of products. 2.My order was fulfilled the day after I placed my order. 3.The courier service was wonderful! I was informed where my package was at every stage and I even received text messages. 4. I appreciate the 5% discount, free shipping and free samples. 5. Worldwide shipping! I really appreciate that they want to serve the entire world. Most companies only think about their own country or a limited number of countries in the West. Cons: 1. Customer Service was slow and not helpful. There is something wrong with the new website. I could not choose a shipping option for my country. I asked customer service if they shipped to my country and they told me that they did. I told them the problem I was having and I was told to continue trying to add the shipping option. After trying for a few days I told them that it wasn't working. I didn't receive a response and I had to figure it out on my own. Fortunately, I came across the old website and I was finally able to add my shipping option and place my order. 1.b) When my parcel arrived at the border, they requested that I send them an invoice so they can calculate my taxes. The invoice I had received was in Portuguese. Customs requested that it be translated into English. I asked customer service if they could translate it for me and I didn't receive a reply. Fortunately, customs were able to decipher the invoice and my parcel was delivered after two days. I would have given the company 5 stars if customer service was caring. I intend to buy from the company in future and I hope they will improve the customer service experience. Lastly, it would be great if cheap masks like Skala could be added and also samples. I would like to buy a sample of an item before committing to purchasing a large product.
Response from Bkeratin ProfessionalDec 29, 2021
Hello, how are you? We apologize for not responding, we were having problems with the company's cell phone and we ended up losing all the messages we received in that time. Unfortunately it is not possible to translate the invoice to English because the invoice is from our Brazilian company. Only the shipping documentation can be in English. We are happy that you received the order and we hope to have another opportunity to provide a better service. If you want a product that is not on the site, you can send us a picture of the product you want and we will check with our suppliers if we can get it for you. Best regards, Rafaela G.