KAYALIReviews of kayali.com

4.1597 reviews
Cosmetics & Makeup

KAYALI

About KAYALI

Founded in 2018 by beauty entrepreneur and fragrance connoisseur Mona Kattan, KAYALI—meaning "my imagination" in Arabic—draws inspiration from Middle Eastern heritage and the art of scent layering. The brand partners with world-renowned perfumers and uses high-quality ingredients to craft cruelty-free, long-lasting fragrances. Each creation reflects a deep commitment to storytelling and craftsmanship, from the unique scent profiles to the intricately designed bottles. Powered by Mona’s global influence and passion for perfume, KAYALI has cultivated an engaged digital community of over six million followers.

KAYALI (kayali.com) has 597 customer reviews on Five Star Index, with an average rating of 4.1 out of 5.

Also known as: kayali.com
Website: kayali.com
Category: Cosmetics & Makeup
Listed on Five Star Index: 2026

About these reviews

Replies: The company replied to 100% of reviews.
Latest: Most recent review: October 2026.
Edits: Reviews are shown as their authors wrote them. The company can reply, but cannot edit them.
Score: This company cannot pay to remove reviews or change its score.

How we calculate scores

Is this your business?

Correct your details and reply to customers in public. Both are free.

Claim this listing

KAYALI reviews

Showing 115 reviews with 1 star · Clear filters

Kate C.
Dec 28, 2025
Do not order directly from KAYALI
I ordered 2 bottles of perfume - same size 100ml bottles - only one was packaged in the box with shipping receipt stating two were in box. After a few emails and showing pictures of the box and its contents, they said it was a UPS issue - insinuating the shipping company took the perfume. All in all, I’m out money and perfume.
Response from KAYALIDec 29, 2025
Hello Kate, Thank you for sharing your feedback. We’re truly sorry to hear about your experience, and we understand how frustrating and concerning this situation is. This is not the level of service we aim to provide. To help us resolve this promptly, please email us at [email protected] with your full name, email address, and order number, using the subject line “Trustpilot”. Our Customer Care team will review your case and assist you as quickly as possible. Kind regards, KAYALI Customer Care Team
S M.
Dec 22, 2025
Do not order
I paid £110 for a bottle of musk 12 excited that it was re-released again however when I received the bottle it was damaged and leaking out at the top of the atomiser with picture of it bring bent. The spray is bent when I contact the customer service all they replied was that they could not give me a refund or investigate because it was past 14 days this is against the law as you sold me a faulty product and all faulty products regardless of proof of purchase or not as I did not keep the email order confirmation should be replaced or refunded very disappointed will stick to luxury brands like Chanel I will not buy from kayali again!
Response from KAYALIDec 23, 2025
Hello, Thank you for taking the time to share your experience, and we are truly sorry to hear about the condition in which your Musk 12 arrived. This is certainly not the experience we want for our customers, especially for a fragrance you were excited to receive. We sincerely apologize for the leakage you described. To help us resolve this matter as quickly as possible, please email us at [email protected] with your full name, email address, and order number, using the subject line “Trustpilot”. Our Customer Care team will review your case and provide the necessary assistance. Your feedback is important to us, and we appreciate you bringing this to our attention. With Love, KAYALI Customer Care Team
Jacqueline G.
Dec 18, 2025
Absolutely awful customer service
Absolutely awful customer service! Placed an order 30th November , I’ve contacted them twice to find out expected delivery timescale and I’m getting nowhere. I’ve now requested that they cancel and refund but I’m not expecting a quick response. Avoid avoid avoid
Response from KAYALIDec 19, 2025
Hello Jacqueline George, Thank you for sharing your feedback. We sincerely apologize for the delays and lack of updates on your order. This is not the level of service we aim to provide. Your order was placed during a high volume period, which unfortunately caused slower processing and response times. We understand how frustrating this must be and truly regret the inconvenience. To help us resolve this promptly, please email us at [email protected] with your full name, email address, and order number, using the subject line “Trustpilot”. Our Customer Care team will review your case and assist you as quickly as possible. We appreciate your patience and for bringing this to our attention. Kind regards, KAYALI Customer Care Team
customer
Dec 16, 2025
Not convinced they are not a SCAM
Appalling service. Similar to previous reviewers. Placed an order on the 21st Nov they took the payment and now nothing. No updates to status or indication that the order has been delayed. Sadly they provide very few ways to contact them and so far all my attempts have received no reply.... ....actually one did get an update. They merged them but provided no update or response to the issue in any way. I would say avoid and spend your money elsewhere. My last request is to pretty much cancel my order and if they fail to respond i'll attempt to claim the money back from my credit card.
Response from KAYALIDec 17, 2025
Hello, Thank you for sharing your feedback. We sincerely apologize for the delays and lack of updates on your order. This is not the level of service we aim to provide. Your order was placed during a high volume period, which unfortunately caused slower processing and response times. We understand how frustrating this must be and truly regret the inconvenience. To help us resolve this promptly, please email us at [email protected] with your full name, email address, and order number, using the subject line “Trustpilot”. Our Customer Care team will review your case and assist you as quickly as possible. We appreciate your patience and for bringing this to our attention. Kind regards, KAYALI Customer Care Team
Al
Dec 15, 2025
Items aren't shipped to customers
I ordered an item on Nov 30th and it hasn't arrived nor been shipped. There is no customer service number and on email they don't respond or let you know if your item will ever arrive. Buy from a company that actually sends your perfume to you
Response from KAYALIDec 17, 2025
Hello Al, Thank you for taking the time to share your experience. We’re truly sorry for the delay and for the lack of updates, this isn’t the standard of service we aim to provide. Orders placed during peak periods can sometimes take longer to process, but we understand how frustrating it is to feel left without clear communication, and we sincerely apologize. To help us resolve this promptly, please email us at [email protected] with your full name, email address, and order number, using the subject line “Trustpilot”. Our Customer Care team will review your case and assist you as quickly as possible. Kind regards, KAYALI Customer Care Team
ZippyMD
Dec 6, 2025
Terrible company with awful customer…
Terrible company with awful customer service. I ordered fragrances from this company and spent over $150.00. I received a package that was devoid of any fragrances. I contacted them and was told to open an investigation with USPS. I went to the post office and was told there were two other pending shipments. The post office stated they could not open an investigation because it appeared kayali did not ship the fragrances. I conveyed this information to kayali and also included the two additional tracking numbers. Kayali responded that I would need to file a complaint with the post office. These people are scammers. It's truly disgusting how these companies stay in business.
Response from KAYALIDec 17, 2025
Hello, Thank you for sharing your feedback. We’re truly sorry to hear about your experience, and we understand how frustrating and concerning this situation is. This is not the level of service we aim to provide. To help us resolve this promptly, please email us at [email protected] with your full name, email address, and order number, using the subject line “Trustpilot”. Our Customer Care team will review your case and assist you as quickly as possible. Kind regards, KAYALI Customer Care Team
Janelle A.
Dec 2, 2025
Bad team and weak Arabic smells.
They really are bad at making perfumes that last or have any strength. Even worse is their customer service. I don’t ever buy anything from Canada and I guess maybe that’s something to do with it but Phlur is the same way and they operate out of Canada. They are very disrespectful and rude to clients. They don’t deserve my business and will never have it again.
Response from KAYALIDec 17, 2025
Hello Janelle Anderson, Thank you for sharing your feedback. We’re sorry to hear the fragrances didn’t meet your expectations in terms of strength or longevity, and we sincerely regret that your experience with our Customer Care team felt disappointing. This is not the level of service we aim to provide. To help us resolve this promptly, please email us at [email protected] with your full name, email address, and order number, using the subject line “Trustpilot”. Our Customer Care team will review your case and assist you as quickly as possible. Kind regards, KAYALI Customer Care Team
Mark F.
Dec 2, 2025
Weak perfume and even worse customer support! Awful.
I wouldn’t buy another item from this company. Their customer service is so bad and their lame staff is actually rude. They are the worst and are so greedy and unprofessional. They are the most difficult people and do not care about the customers. I had purchased many bottles to try but will never buy anymore. Their products last less than 30 minutes on me for most 90+ of them and that’s being nice about it. I just see them as greedy women who I hope fail because they treat their customers like bacon.
Response from KAYALIDec 17, 2025
Hello Mark Franchese, Thank you for sharing your feedback. We’re very sorry to hear the fragrances didn’t meet your expectations for longevity, and we truly regret that your experience with our Customer Care team felt disappointing. This is not the level of service we aim to provide. To help us resolve this promptly, please email us at [email protected] with your full name, email address, and order number, using the subject line “Trustpilot”. Our Customer Care team will review your case and assist you as quickly as possible. Kind regards, KAYALI Customer Care Team

KAYALIReviews of kayali.com

About KAYALI

About these reviews

More in Cosmetics & Makeup

potency710.com

Procell Therapies

Greenbiomedspa

Littlestuff4u Minerals

KAYALIReviews of kayali.com

KAYALI reviews

Do not order directly from KAYALI

Do not order

Absolutely awful customer service

Not convinced they are not a SCAM

Items aren't shipped to customers

Terrible company with awful customer…

Bad team and weak Arabic smells.

Weak perfume and even worse customer support! Awful.

About KAYALI

About these reviews

More in Cosmetics & Makeup

potency710.com

Procell Therapies

Greenbiomedspa

Littlestuff4u Minerals

KAYALI reviews

Do not order directly from KAYALI

Do not order

Absolutely awful customer service

Not convinced they are not a SCAM

Items aren't shipped to customers

Terrible company with awful customer…

Bad team and weak Arabic smells.

Weak perfume and even worse customer support! Awful.