Lisa B.
BUYER BEWARE! DO NOT ORDER!
I received my order on October 14, 2026, in a very small package-not the box advertised containing an embellished gold box with a lipstick inside. My disappointment began immediately when I noticed the lipstick was not labeled "Kivora Signature Lipstick," as clearly advertised in the company's Instagram and Facebook promotions. To make matters worse, the lipstick broke the very first time I touched it to my lips! I immediately contacted the company, provided photographs, and explained that the product I received did not match what was advertised. I requested a genuine replacement or a full refund—both reasonable expectations when a company fails to deliver the product it promotes. Their response? They refused, citing "hygiene reasons," and offered me an $11 partial refund instead. I declined and explained that their response was unacceptable. This was not a matter of changing my mind or simply disliking a product. I received merchandise that did not match the advertising and broke upon its very first use. Unfortunately, their next response was essentially the same, with no meaningful effort to resolve the issue. What makes this experience particularly frustrating is that I deliberately ordered directly from their website to avoid purchasing a counterfeit or misrepresented product. Yet the product I received raised exactly those concerns. I'm sharing my experience because consumers deserve to know how a company responds when something goes wrong. A company's reputation isn't built solely on the products it sells. It's built on the integrity of its advertising, the quality of its merchandise, and, most importantly, how it treats customers when there's a problem. I'm amazed that a business would risk losing customer trust, future purchases, and potentially countless referrals rather than simply stand behind its product and make things right. My advice: Think carefully before ordering. Even a relatively inexpensive purchase isn't worth it when a company refuses to take responsibility for what it sells. Extremely disappointed in both the product and the customer service.