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.

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Cled

Apr 8, 2026

Extremely Poor Customer Service! Attempts to Exhaust Customers to Avoid Refunds

I am currently going through a very frustrating experience with Kayali. I placed an order (KYAE-12514) on march 10th for my niece's birthday, that was ultimately returned by the carrier as it wasn't moving for 15 days. I was promised a full refund on March 25th and was told it would be processed within a few business days by customer service. It has now been over two weeks since then, and I still have not received my money. What’s worse is the lack of transparency and communication. Each time I follow up, I receive generic responses saying the refund is “in the final stages” or that I will get an update within 1–2 business days... deadlines that they repeatedly fail to meet s I have to restart the whole process again! I even contacted my bank, and there is no refund pending, which suggests it may not have even been processed yet. This kind of delay and lack of accountability is completely unacceptable. Customers should not have to chase their own refunds like this. I now have no other. choice than to initiate a chargeback through my bank. Very disappointing experience! I will not be ordering again.

Response from KAYALIApr 9, 2026

Hello Cledier, Thank you for reaching out and sharing your concerns. We sincerely apologize for the inconvenience this situation has caused. We would like to clarify that your refund has indeed been processed. The refund was initiated once DHL confirmed that the Return to Origin request had been approved and actioned. In some cases, orders can still be delivered despite an RTO request, which are not always guaranteed. This is what unfortunately caused the delay. Our Customer Care team has previously shared the proof of refund with you by email. We truly appreciate your patience during this process. If you do not see the refund reflected in your account within the next 7 business days, we recommend contacting your bank with the proof provided, as the transaction has already been completed from our end. Once again, we sincerely apologize for this experience, and we thank you for bringing this to our attention. With Love, KAYALI Customer Care Team

About KAYALI

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

KAYALI reviews

Showing 115 reviews with 1 star · Clear filters

Mary
Apr 9, 2026
Beware of NON EXISTANT Customer Service
I made a purchase for myself on Valentines Day received my order everything was good. Once I received the order I realized I did not like the fragrance so I followed all instructions and returned fragrance in original packaging using return postal that was sent with purchase. I lost the tracking number and unfortunately Kayali is doing nothing to help. I think they do this on purpose as to not have to return payments. IF THEY CAN CREATE AND SEND POSTAGE THEY CAN ALSO TRACK IT. I will you getting a charge back through my credit card. I don't have $127.00 to give away. Will never purchase from them again. Beware customer service is made up of generic robotic answers.
Response from KAYALIApr 10, 2026
Hello Mary, 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 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 regards, KAYALI Customer Care Team
Cled
Apr 8, 2026
Extremely Poor Customer Service! Attempts to Exhaust Customers to Avoid Refunds
I am currently going through a very frustrating experience with Kayali. I placed an order (KYAE-12514) on march 10th for my niece's birthday, that was ultimately returned by the carrier as it wasn't moving for 15 days. I was promised a full refund on March 25th and was told it would be processed within a few business days by customer service. It has now been over two weeks since then, and I still have not received my money. What’s worse is the lack of transparency and communication. Each time I follow up, I receive generic responses saying the refund is “in the final stages” or that I will get an update within 1–2 business days... deadlines that they repeatedly fail to meet s I have to restart the whole process again! I even contacted my bank, and there is no refund pending, which suggests it may not have even been processed yet. This kind of delay and lack of accountability is completely unacceptable. Customers should not have to chase their own refunds like this. I now have no other. choice than to initiate a chargeback through my bank. Very disappointing experience! I will not be ordering again.
Response from KAYALIApr 9, 2026
Hello Cledier, Thank you for reaching out and sharing your concerns. We sincerely apologize for the inconvenience this situation has caused. We would like to clarify that your refund has indeed been processed. The refund was initiated once DHL confirmed that the Return to Origin request had been approved and actioned. In some cases, orders can still be delivered despite an RTO request, which are not always guaranteed. This is what unfortunately caused the delay. Our Customer Care team has previously shared the proof of refund with you by email. We truly appreciate your patience during this process. If you do not see the refund reflected in your account within the next 7 business days, we recommend contacting your bank with the proof provided, as the transaction has already been completed from our end. Once again, we sincerely apologize for this experience, and we thank you for bringing this to our attention. With Love, KAYALI Customer Care Team
Octavia F.
Apr 8, 2026
Crack bottle with no resolution
When I received my bottle it was cracked but because I don’t keep the bottle in my possession I couldn’t get it replaced, how was I supposed to know that they would want a BROKEN bottle back?
Response from KAYALIApr 8, 2026
Hello Octavia, We are sorry to hear about your experience. As mentioned in our FAQ, customers are required to keep the product in their possession when reporting any damage so we can properly assess and resolve the issue. This will allow us to properly investigate and provide a resolution where possible. Please note that all of our perfumes are carefully packaged and properly transported to ensure they arrive in perfect condition. If you have any additional details to share, please feel free to reach out to our Customer Care team and we will be happy to assist further. With Love, KAYALI Customer Care team
Lakeisha D.
Apr 8, 2026
Didn’t even get my order yet it stated…
Didn’t even get my order yet it stated it was coming April 5 than they changed it to April 7 still no order dissatisfied
Response from KAYALIApr 8, 2026
Hello Lakeisha, We sincerely apologize for the delay with your order. Our Customer Care team has reached out to you via email to provide an update and assist you further with your delivery. We kindly ask you to check your inbox for their message. If you need any additional assistance, please don’t hesitate to respond to that email, our team are here to help and ensure this is resolved for you as quickly as possible. With Love, KAYALI Customer Care team
First and L.
Apr 3, 2026
My order was supposed to be delivered…
My order was supposed to be delivered days ago. I do not want to download an app to find out where it is. I needed it for a birthday gift TODaY! Where is my order?
Response from KAYALIApr 6, 2026
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 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 regards, KAYALI Customer Care Team
Lalita
Apr 1, 2026
I ordered Wedding Silk Santal 100 ml order KYUS-74582
I ordered KAYALI Wedding Silk Santal 100 ml on 03/17/26 and got the 'intense' version (clearly stated on the box/packaging itself) which is no longer offered. When I contacted customer service, I was told that the fragrance is the exact same "beloved scent" even though the packaging and the scent itself indicate differently. They refused to exchange or accept a return because the cellophane wrap was gently open. Customer service rep continued to address my concerns with contradictions and excuses that their packaging has been updated, and the word 'intense' has been removed from packaging yet in that same email they stated that this particular packaging is the updated version which made absolutely no sense. They claimed that the fragrance is exact same formulation which I found very offensive to someone who has enjoyed this particular fragrance in the past and knows that the 'intense' version I was sent DOES NOT smell the same. I will never purchase directly through their website because this is the second time they have sent me the wrong fragrance or version of meanwhile refusing to fix their mistake when I have spent almost $200 on this purchase alone!
Response from KAYALIApr 2, 2026
Hello Lalita, Thank you for taking the time to share your experience with us. We are truly sorry to hear about the disappointment regarding your recent order, this is certainly not the experience we aim to provide to our valued customers. Our customer care team has already reached out to you directly and arranged a return to resolve this matter. Your feedback regarding the product is very important to us and has been shared internally. If there is anything further, we can assist you with, please don’t hesitate to reach out. With Love, KAYALI Customer Care Team
Janet W.
Apr 1, 2026
I was very disappointed with my first…
I was very disappointed with my first experience with KAYALI. I purchased a product and received a complimentary mini pouch that was defective. I immediately reported the issue and provided photos and a video as requested. Despite multiple follow-ups over several weeks, the company refused to offer any refund or replacement. The repeated back-and-forth emails and lack of resolution made this a frustrating experience. Unfortunately, based on this poor customer service, I will not be shopping with KAYALI again and cannot recommend them.
Response from KAYALIApr 6, 2026
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 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 regards, KAYALI Customer Care Team
Debs
Mar 30, 2026
DELIVERED SHATTERED AND MY MAIL LADY STANK 🍑
I ordered the new Eden Peach 🍑..this was my first time ever trying the perfume and I was excited..despite having to pay almost £6 for mailing…it wasn’t even sent quickly..it took a long time, so I have no idea how they justify that posting cost… BUT MY REAL ISSUE WAS THAT WENT IT ARRIVED IT WAS DAMAGED AND EVEN MY MAIL LADY STANK IF IT! If I pay for £6 shipping can’t they make an effort to securely mail? Then I contacted them immediately via their (horrible to navigate due to over marketing of Mona herself) website.. I was told I had to return the item for a refund a..I tried to explain it was shattered and I was afraid to mail,back as I didn’t even think the Royal Mail or evri would accept leaking perfumes that are heavy on the alcohol.. But they said basically if I would not return I couldn’t be reimbursed.. AVOID THEM..BAD CUSTOMER SERVICE AND TOO BE HONEST THE PERFUME SMELT CHEAP..I still haven’t gotten the stench out of my doorway ..and I am sure my. Ail lady won’t ever buy it either
Response from KAYALIMar 30, 2026
Hello, Thank you for taking the time to share your feedback. We are very sorry to hear about your experience and the condition your Eden Sweet Peach | 35 order arrived in, that’s certainly not the experience we want for any customer. All of our orders are carefully packed, but unfortunately damage in transit can occasionally occur. We completely understand how disappointing it must have been to receive a shattered item, especially after waiting for delivery. Regarding the return request, our team asks for damaged items to be returned where possible as part of the claims process with the shipping carrier. 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. Thank you for sharing your feedback, and we appreciate your patience while we look into this matter. With Love, KAYALI Customer Care Team

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KAYALI reviews

Beware of NON EXISTANT Customer Service

Extremely Poor Customer Service! Attempts to Exhaust Customers to Avoid Refunds

Crack bottle with no resolution

Didn’t even get my order yet it stated…

My order was supposed to be delivered…

I ordered Wedding Silk Santal 100 ml order KYUS-74582

I was very disappointed with my first…

DELIVERED SHATTERED AND MY MAIL LADY STANK 🍑

About KAYALI

About these reviews

More in Cosmetics & Makeup

potency710.com

Procell Therapies

Greenbiomedspa

Littlestuff4u Minerals

KAYALI reviews

Beware of NON EXISTANT Customer Service

Extremely Poor Customer Service! Attempts to Exhaust Customers to Avoid Refunds

Crack bottle with no resolution

Didn’t even get my order yet it stated…

My order was supposed to be delivered…

I ordered Wedding Silk Santal 100 ml order KYUS-74582

I was very disappointed with my first…

DELIVERED SHATTERED AND MY MAIL LADY STANK 🍑