KAYALIReviews of kayali.com

Don’t know if it’s been shipped out when would it be coming or anything?

****Update 8/14/26: I was told over 10 hours ago in the reply that someone from Customer Care would be reaching out to me shortly, and I still haven’t heard anything. I tried following up and they just must not care. S I pre-ordered Boujee Kitty through Kayali’s website on July 6th. The issues I had with getting this perfume are endless. The preorder message said the perfume would ship starting July 24th. When I had not heard anything from Kayali on August 1st, I reached out to customer care. They told me due to the high volume of preorders the warehouse was shipping the perfumes in batches. I had seen multiple posts where other customers weren’t getting any sort of shipment information and the packages were just arriving at their door. I live in an apartment with a communal mail room, so I reached out to customer care concerned about this. I was told then that Kayali typically ships orders with shipment information and that there was no way to expedite the order. I gave it a few more days and then saw that the packaging label had been put on but continued to sit for an additional 2 days. By August 5th, I contacted customer care for a 3rd time letting them know how frustrating the process had been and how those who went to Sephora on the official launch date of July 25th or had ordered through Sephora’s website already received their packages. I told them if the package wasn’t on a delivery truck asap then I was going to cancel my order. The next day the package shipped. I was told it would be there on July 7th. The package did not arrive on July 7th. Instead it went further away from my destination. I reached out to both the USPS customer care and Kayali’s customer care. I submitted a service request with the USPS and reached out to Kayali to explain the situation and asked if there was anything they could do. A customer service representative told me they escalated my request to the “concerned” party and would be in touch when more information became available. This was Thursday last week, it is now Wednesday and still nothing. On Monday, August 10th my package finally arrived. I emailed Kayali’s customer care again to let them know I had received my package. I also let them know the complimentary mirror was all scratched up and attached some photos. Normally they get back to you in about 24 hours. I never heard anything. Yesterday afternoon I sent an email following up and never got a response either. Last night I sent yet another email reiterating I hadn’t heard from anyone in nearly a whole week and reattached my scratched up mirror. I explained how frustrated I was with the whole process. This morning I got yet another email from customer care that my request had been escalated and sent to the “concerned” party and they’d reach out once more information became available. As of 1pm, I have not heard anything. I emailed again to ask for a timeframe I could expect to hear back from someone as the issue had evidently been escalated before and I never got a response. I still did not hear back. I will never purchase from Kayali’s website again because its abundantly clear they don’t value their customers nor do they care how late your package arrives or what condition its in unless you happen to be an influencer.

It wasn’t helpful at all. Their response was use the code next time when I already had the code utilized the first time but I was charged the original price

I preordered the new perfume and it still hasn’t come yet. Friends of mine have now picked it up from Sephora over a week ago .What’s the point of pre order if you don’t get it first

It said my item would be shipped in 2-6 business days and It hasn’t even shipped out and there is no customer service to contact for help. These perfumes are expensive and I thought by ordering directly from the website I would get a better experience

Preorders were not shipped out until more than a week after the release in stores. I could have gone to Sephora and purchased the perfume on the release day for $20 cheaper than the preorder price. There is zero benefit to placing a preorder from the kayali website. Customer service was unhelpful. There were zero updates on my order from July 6 to July 31. I will never be ordering from the Kayali website again.

No communication whatsoever preorder didn’t get shipped until a few days after it was available in store I could’ve had it by now if i waited

***UPDATE*** The garbage response I received from Kayali (a) completely avoids the issue presented and (b) signifies its flippant and dismissive manner with a client. It's like what I wrote was not even considered. Bottom line - the company sent me 2 defective products and 1 was the replacement for the first. I asked for a replacement and was told I could have a refund. Now I am denied both. Kayali does not value my time or consumer quality in my opinion so I had to escalate to regulatory and legal pathway. Done. Also I guess we have different versions of what the word "promptly" means because it took an act of congress to get the replacements. My emails and backup documentation started being sent to Kayali on June 23rd and it was not resolved until July 13, 2026. So prompt is also completely subjective and it was like pulling teeth to get a solution. Other consumers say the same thing. Since the company was acquired, its soul is gone. A gesture of goodwill is a joke if the original product fails. Consumers are allowed to expect a product to work as intended and when it does not, they are entitled to have the situation resolved. When a replacement fails, it's the same situation - the clock resets. Under Alberta consumer protection law, consumers are entitled to receive goods that are fit for their intended purpose and that perform as represented at the time of sale. ***Where a product is replaced because it is defective or fails to function as advertised, the replacement product remains subject to the same legal protections and obligations. A replacement does not extinguish the consumer's statutory rights if the replacement product also fails to conform to the representations made or is not of acceptable quality.*** I honestly cannot believe I have to write this negative review again. I wrote it once and posted it and then Kayali did the right thing and replaced the bakhoor burner and rose oudgasm bakhoor. That said, I have to say that I am completely disappointed in the Kayali model, client service, and quality control. There is some "veil of leadership secrecy" at Kayali where "certain teams" have to review "certain cases." The truth is the Kayali bakhoor burner is poorly made in China and both of my bakhoor burners failed on day 2 and 3. Kayali was kind enough to send me a replacement bakhoor burner but that defective unit created a fire hazard and incinerated the smoky oudgasm bakhoor because the coils created an orange fire instead of just heating up like it typically would. This ignited the bakhoor and it disappeared in less than 30 seconds. Initially after this occurred and MULTIPLE photos and videos were supplied, Kayali decided it would refund me for the bakhoor burner. I asked for a replacement since I also have almost $300 CAD of Kayali bakhoor and never received a response. If you don't have a bahkoor burner, you can't use bakhoor. So the the cart clearly is driving the horse here. I just have to say that the only positive experience has been the fact that orders ship the same day and arrive to Canada in about 3 days which is amazing since they initiate shipment in the UAE. Regardless, this is so frustrating and takes so much time and the client never winds up being the priority. I am completely disappointed in my experience and I recommend you use another brand if you are looking for a positive experience. I wound up initiating a complete chargeback with my payment processor. Also, a small word of warning for buyers that are based in Canada. Kayali does not accept any returns for orders shipped to Canada. Also, when I asked about the warranty for the bakhoor burner, I was told it was included in the user manual. It is a limited warranty. The user manual does not have a single word about a warranty. Not one word.