Frankie Widdows Eyelash Excellence レビュー 

Frankie Widdows Eyelash Excellence からの回答

2023年5月9日

Thank you for your lovely review :)

Frankie Widdows Eyelash Excellence からの回答

2023年3月2日

Hi Dena C, we are sorry to hear you are unhappy with your lashes. We always invite any customer that is disappointed with a product to get in touch with us directly so we can assist them further. If you can email us at info@eyelashexcellence.com then out fantastic team can assist you.

Frankie Widdows Eyelash Excellence からの回答

2023年2月9日

Thanks Becky for your lovely review of our products :)

Frankie Widdows Eyelash Excellence からの回答

2023年2月7日

Thank you for your lovely review.

Frankie Widdows Eyelash Excellence からの回答

2023年2月6日

Thank you for your review on our YY lashes. We are so glad you love them, they are one of our biggest selling lashes. Don't forget to check out our brand new Clover lashes which are the sister lash to the YY lash. To see more on them you can visit our SM @eyelashexcellence

Frankie Widdows Eyelash Excellence からの回答

2023年2月2日

Hi and thank you for leaving a review, even though sadly it is a 3 star review. Please let me explain VAT and why is has to be added. We are an international supplier, this means that not every body that shops with us has to pay VAT and this is due to where they live in the world. This is the reason why we do not/cannot display VAT prices on the items because this then does not cater for every shopper. So the VAT is then only added at the end/at checkout depending on where in the world you are shopping from. So this is something that is out of our control as a business especially when we supply internationally to non VAT paying countries. We hope this assists.

Frankie Widdows Eyelash Excellence からの回答

2023年1月23日

Hi Lesley and thank you for your 5 Star review. We are so glad you find the website easy to use and that our deliveries are on time. We always post out the same working day if ordered before 12pm and then next day if ordered after as we appreciate how important it is for lash artists to receive their order promptly.

Frankie Widdows Eyelash Excellence からの回答

2023年1月10日

Thanks Cathi for your review on our YY lashes

Frankie Widdows Eyelash Excellence からの回答

2023年2月9日 に更新

Dear Marie. We have searched your name on our system and can find no record of you as a customer so want to confirm whether or not this is a genuine review. I also have no recollection of having correspondence from yourself, again via your name on here or whether another contact name or via SM under a business name. Customer service is always at the top of my list of priorities as well as my team, so it would be great to have some additional information from you so we can look into this further and understand the issue. We have also had no issues that you mention that we are aware of with the website which is maintained daily and hope that again we would have at least had some other reports of issues if there was a problem with website glitches. Many thanks Frankie.

Response to edited reply... (11/01/23)

Dear Marie, in response to your second edit/update to your 1 star review, you didn’t provide any more details on here on your 1st update, or have we received any contact from you directly to provide us with any more information as to who you are and what the exact issue was that has made you so upset, therefore I am not sure how you expect us to be able to assist you further when you have given us nothing to go off. When we enter your name into our systems we get nothing back as either a customer (which you state you are not) or contact form, so again we are none the wiser to the issue and I cannot personally recall any emails that would lead me to understand who you are and what the exact problem was that you had a terrible response to. I would much prefer to speak with you via email than on here, but as we have nothing from you, I have no choice but to go through this channel to communicate with you.

You state I am “very rude via email and condescending” again I would appreciate the opportunity to know what appalling service you have had from us/myself if you are not a customer of ours. You have made complaints on here about our website but nothing in reference to the terrible response you had when you had a problem.
I also personally do not respond to emails relating to issues with the website etc, these admin based emails are dealt with by my team, instead I now only deal with any lash related/product enquiries where my expertise is required - so again this review is confusing and in this instance you would not have spoken to myself.

Once again customer service is paramount to myself and my team but we can only assist further if we are given the opportunity to understand the complaint.

Myself and my team work tirelessly to provide amazing products as well as top class customer service, as such we take negative reviews very seriously and will always look into these to see where we can improve the service we offer.
However we must be given the opportunity/provided with evidence of the exact nature of the issue to do so and as yet we have not.
To prevent us going round in circles, I ask that you please email us directly at info@eyelashexcellence.com and provide us with evidence of your complaint and so that we can look into this further.

I have built my reputation over the years on helping lash artists through my SM and YouTube channels to mention a few. I am passionate about the lash industry and helping others and work hard to always be approachable and available to anyone, so to receive reviews like this is very serious and of course upsetting.

I would hate to think that this is a fake review however if we do not receive any contact from you to provide evidence of who you are and the genuine issue you have encountered then this will be reported to Trust Pilot to investigate.

Update 15/01/22 - Marie Hal (AKA,DH) reported

Trustpilot unhelpful with this matter. The reviewer did not provide us with requested details or have we had any further correspondence to assist us as such we conclude this is a fake review.

Frankie Widdows Eyelash Excellence からの回答

2023年1月4日

Thanks Kelly for the review, we actually have a brand new site coming very soon making our customer user experience even easier so please stay tuned ;)

Frankie Widdows Eyelash Excellence からの回答

2022年12月13日

Thank you for your lovely review.

Frankie Widdows Eyelash Excellence からの回答

2022年12月8日

Hi Sally, we are sorry to hear you are unhappy with the glitter lashes. We always reply to every customer enquiry as customer service is very important to us. However having checked through we can see no email from you with this complaint. We have order emails from you on the system having being a customer of ours over the months, but no specific enquiry. However we do have a detailed description of these on the website to assist customers on how to work with these glitter lashes as glitter can always be a little tricky to work with, due to the glitter. However if you would like to emails us again at info@eyelashexcellence.com we will happily assist you further. Many thanks Eyelash Excellence.

Frankie Widdows Eyelash Excellence からの回答

2023年1月4日

Thank you so much for such a lovely review on our products, we are so passionate about offering high quality lash products so to read reviews like this makes our day :)

Frankie Widdows Eyelash Excellence からの回答

2023年1月4日

Thank you for your lovely review :)

Frankie Widdows Eyelash Excellence からの回答

2023年1月4日

Thank you for your lovely review. Although once our packages leave us they are out of our control and in the hands of couriers, we will always do our best to assist with any issues so that our customers can receive their packages asap.

Frankie Widdows Eyelash Excellence からの回答

2022年11月13日

Thank you for the comment on our speedy delivery. All our express orders leave our warehouse the same day if ordered before 12pm and we have fantastic couriers who we trust to deliver our products efficiently and safely.

Frankie Widdows Eyelash Excellence からの回答

2023年1月4日

Thank you for your 5 Star review

Frankie Widdows Eyelash Excellence からの回答

2022年11月8日

Dear Julie, we are sorry you have not received your item. We have checked the system to see if you have emailed us for us to be able to assist you further but can see nothing from you. We do ask that rather than just leave a negative review here you make contact with is via the contact form on the website so that we can assist with the status of you order. Our orders leave our warehouse on the same day if ordered before 12pm, and once they leave us they are in the hands of our couriers. We can see that you are an overseas customer as such at times items can be held in customs, which is out of our hands. If you would like to contact us direct then we can assist you with tracking your order.