Maddy
Great products, but communication needs improvement
I've been ordering from you for over two years and have always been satisfied with the quality of your products. That's why I'm giving you three stars despite the issues I've experienced. However, the ordering and communication process really needs improvement. With my last two orders, I never received an order confirmation or shipping information automatically. I only received these details after contacting customer service myself. Customers simply want to know whether their order has been received and when they can expect delivery. For example, I placed order #10189608 on June 6 and didn't received it until July 24. The only reason I knew what was happening with my order was because I contacted customer service myself to request the tracking information. There was also a small packing mistake: I ordered the Anti Grey Restoring Treatment in a tube but received the pump version instead. Fortunately, it was still the correct product, so I'm not making an issue of it, but it's the kind of error that should be easy to avoid. Overall, I'm happy with your products, but your ordering and communication systems need attention. Improving these would also likely reduce the number of customer service enquiries.
Response from MayrakiJul 26, 2026
Dear Maddy, Thank you for taking the time to share your detailed feedback and for your continued support over the past two years. We truly appreciate your loyalty and are delighted to hear that you have been consistently happy with the quality of our products. At the same time, we sincerely apologize for the experience you had with your recent orders. We understand how important it is to receive timely order confirmations and shipping updates, and we recognize that having to contact our customer service team just to obtain this information is far from ideal. Your feedback highlights an area where we need to do better, and we are actively working to improve our ordering and communication process to provide a smoother experience for all of our customers. We also apologize for the packaging mistake with your Anti Grey Restoring Treatment. While we're glad you received the correct product, we understand that receiving a different packaging version than what you ordered can be disappointing. We will be more attentive to these details to ensure customers receive exactly what they expect. Thank you again for your honest and constructive feedback. It helps us identify where we need to improve, and we are committed to making meaningful changes to provide the level of service that matches the quality of our products. Sincerely, Mike MAryaki Support team