CALECIM® Professional レビュー 945

CALECIM® Professional からの回答

2025年12月19日

Dear Gauri,

Thank you for taking the time to share your feedback, and we’re truly sorry for the inconvenience and frustration this experience has caused.

We would like to clarify that the complimentary gifts were shipped on 4 December. However, due to the exceptionally high volume of Black Friday orders, delivery was unfortunately delayed beyond our usual timelines. We sincerely apologise both for this delay and for the lack of clear communication throughout the process.

To resolve the matter, our customer care team has since been in touch and arranged not one but two replacement shipments for the complimentary gift(s). These are now on the way and scheduled to be delivered on 19 December and 20 December, respectively.

We regret that this experience fell short of expectations and appreciate you bringing this to our attention. Your feedback is being shared internally to help us improve both our logistics and communication moving forward.

Warm regards,
Customer Care Team
CALECIM® Professional

CALECIM® Professional からの回答

2025年12月18日

Hi Johanna,

Thank you for bringing this to our attention, and please accept our sincere apologies for the frustration and inconvenience caused.

We completely understand your concern, especially given the lack of movement shown in the tracking. While we always do our best to support and expedite deliveries where possible, we are unfortunately also dependent on the efficiency of Royal Mail, particularly during this exceptionally busy time of year. That said, we appreciate that this does not make the delay any less frustrating.

Our team is actively reviewing your case and will be reaching out to you directly with a solution to resolve this as quickly as possible.

Thank you for your patience, and we truly apologise for the experience so far.

Warm regards,
The CALECIM® Professional Customer Care Team

CALECIM® Professional からの回答

2025年12月17日 に更新

Dear Kate,

Thank you for taking the time to share your experience, and we are truly sorry for the frustration this has caused.

Over the Black Friday period, we received an overwhelming volume of customer enquiries, which regrettably led to longer response times than we would normally aim for. We sincerely apologise for this and for the inconvenience you experienced.

We are sorry to hear that the complimentary gift referenced in your email was not included in your subscription order and that your follow-up message did not receive a timely response. This is not the level of service we strive to provide.

Please rest assured that our team is now reviewing your case in full and will reach out to you directly with a resolution as soon as possible. Your feedback is taken seriously, and we truly value your trust and continued support.

Thank you for your patience and understanding.

Warm regards,
The CALECIM® Customer Care Te

CALECIM® Professional からの回答

2025年12月16日 に更新

Hi Kim,

Thank you for sharing your experience with us, and we’re really sorry for the inconvenience caused.

Our support team has already been in touch with you directly and proposed a solution, and we’re here to help ensure everything is resolved smoothly and as quickly as possible.

Thank you for your patience and understanding. Please know that we truly appreciate you and remain fully committed to supporting you until this matter is resolved.

Warm regards,
CALECIM® Support Team

CALECIM® Professional からの回答

2025年12月16日

Hi Shelly,

Thank you for taking the time to share your feedback with us. We’re genuinely sorry for the frustration this has caused and completely understand how disappointing delivery delays and slower responses can be.

To provide a little more context, 3 out of your 5 orders were delivered within the promised timeframe. The remaining orders were unfortunately affected by an out-of-stock issue following our Black Friday promotion, during a period of exceptionally high demand. During this time, our team proactively reached out twice to keep affected customers informed while we worked through the situation.

We’d also like to reassure you that our support team is already in touch with you and is actively working with you to resolve everything as quickly as possible. We truly appreciate your patience and understanding.

Thank you again for sharing your experience — your feedback helps us improve and better support our customers.

Warm regards,
CALECIM® Professional Support Team

CALECIM® Professional からの回答

2025年12月16日

Hi Anjali,

Thank you for your feedback, and we’re sorry to hear you felt disappointed with the support you received.

We’ve reviewed your case and can confirm that your cancellation request was made one day after your subscription order had already shipped, which meant we were unable to stop the fulfilment of that order.

That said, our support team has kindly cancelled your subscription as requested to ensure no future orders will be scheduled. Our team has also provided you with the steps on how to return the products so you may receive a full refund.

Kind regards,
CALECIM® Support Team

CALECIM® Professional からの回答

2025年12月15日

Hi Alina,

Thank you for taking the time to share your feedback and for your continued support of our products — we truly appreciate your loyalty.

We’re very sorry to hear about the delivery delay and completely understand how frustrating it is to see a parcel held at a delivery facility for such an extended period of time. While delivery is managed by our courier partner once an order has been dispatched, we fully appreciate that this impacts your overall experience with us.

Please be assured that our team is actively monitoring this shipment and is currently reviewing possible solutions. We are working closely with the courier to obtain updates and will come back to you as soon as we have a clear next step.

Thank you for your patience and for bringing this to our attention. Your feedback is invaluable as we continue to review and improve our delivery partners.

Warm regards,
CALECIM® Customer Care Team

CALECIM® Professional からの回答

2025年12月16日

Dear Neda,

Thank you for taking the time to share your feedback — we’re sorry to hear that your experience hasn’t met expectations so far.

Regarding the serum’s scent, this comes from the high concentration of active, bio-identical proteins and peptides in the formula. We do not add masking fragrances, as these can interfere with skin compatibility, which is why the natural scent may be more noticeable compared to fragranced products.

We’d also like to clarify that your two orders were placed on 28 November, so it has been under two weeks of use. While some customers notice early improvements in hydration and skin texture, visible rejuvenation results typically require consistent use over 6–8 weeks, in line with the skin’s natural skin-renewal cycle.

We’re sorry that your website and ordering experience felt disappointing, and we truly appreciate this feedback as it helps us improve.

If you’d like to share more details or would like personalised support, please feel free to email us at customerservice@calecim.com
— our team would be happy to help.

Warm regards,
CALECIM® Professional Customer Care Team

CALECIM® Professional からの回答

2025年12月10日

Dear Wendy,

Thank you for taking the time to share your experience, and we truly appreciate your long-standing support of our Hair Advanced Serum. We’re delighted to hear it has made such a positive difference for you, and we’re very sorry that your recent experience during Black Friday caused frustration.

We would like to clarify that your order included two gifted items, each requiring the recipient to complete a separate shipping redemption via email before dispatch. One gift — the Hair Revival Kit — was successfully redeemed and shipped. The second gift — the Bright Eyes Holiday Ritual — has not yet been dispatched as the required shipping details were not completed. Once these details are submitted, our warehouse will send it without delay.

We have also reached out to you personally to ensure this is fully resolved and to provide any assistance needed.

We’re truly sorry if our communication felt unclear or unsupportive at any point — this is never the experience we want for our customers, especially those who have been with us for so long. Our team is here to help and will gladly continue supporting you until everything is completed to your satisfaction.

Kind regards,
CALECIM® Customer Care Team