Kjaer Weis Reviews 51

3rd Dec 24: Made an order that includes two cream blush in different colours. Shipment to Singapore.

13th Dec 24: Order had not reached, so I emailed to check the status

17th Dec 24: Customer service got back to me that the Precious cream blush is out of stock and they will send the rest of my order with a refund for the missing cream blush and case

18th Dec 24: I sent a reply for them to replace Precious with Embrace instead, keeping the order to 2 cream blush with no refunds. Jess, from customer service, kindly replied and agreed to my request, Ensuring me the order will be shipping soon with 2 cream blush and 2 compact case

25th Dec 24: Order still hasn't arrive, so I email to enquire. No reply from them which is understandable due to holidays

30th Dec 24: Order received with only ONE cream blush and ONE compact case. I sent as email to ask what happened to the other

4th Jan 25: Alex from customer service replied to say there was a problem with the porting service to Singapore, and my new order will be on route soon. Not only his reply not explain the missing item in the order, but also had no information on what he meant by new order.

And so I sent a reply to ask if the new order will include the stuff that had been left out. Email got bounced. Sent again, email was bounced back again.

11th Jan, 30th Jan 25: Followed up on two separate occasions. Emails went through with no reply.

I've made an order from Kjaer Weis in November 24 before and all went swimmingly and I love their products. This experience is very disappointing. I am still hoping that Kajer Weis will rectify this issue and improve their customer service. It is not ok to be unresponsive to a client when a product is being owed.

I have always loved the brand and found it very easy to purchase products when they were being despatched from Europe. My experience over the last number of months has not been good - items not being despatched in any acceptable time etc. I have had problems this week (Jan27th) with customs and courier charges because the goods were being despatched from the US. I emailed customer services with queries about the European despatch option (which I found very good) but their response was poor at best - it looked as if they never read my email. I really think that Kirsten Kjaer Weis's departure does not bode well for the future of the brand.

DO NOT BUY FROM THIS COMPANY EVEN IF YOU HAVE BEFORE. THEY ARE NO LONGER HONORING ORDERS NOR REPLYING TO EMAILS.
On 1/19/25 I place my order of TWO cream foundation refills and received an order confirmation email.
On 1/23/25 I received an email saying my order had been delivered.
Later that evening, I opened the very light weight, very oversized box and in it were two sample sachets of oil and serum but NOT my order of TWO cream foundations in Illusion.
The next day on 1/24/25, I sent an email to the customer service email address informing them of the situation and received an auto reply that they are busy and will get back to me in 1-2 days
There is no customer service number online nor in any emails sent by Kjaer.
Only email.
I emailed again on 1/27 asking for follow up.
Nothing
I have emailed every business day since:
1/27, 1/28, 1/29, and now 1/30
Each email generates an auto response saying they’ll get back to me in 1-2 days
I have been using this brand’s cream foundations for 8+ years. I was entirely loyal to this brand and have never had an issue with my orders.
I never thought to look up their TrustPilot until today and I’m shocked by the very low rating and the multitude of similar experiences shared about Kjaer Weis and orders.
I wish I had read about all this prior to my latest order but I had been consistently ordering from them for years.
I don’t know if this is a dying company’s last money grab but the fact that so many others have had the same situation with the orders leads me to believe that it is a fraudulent, calculated practice.
I am so disappointed and now will have to take this up with my credit card company.

It is sad as I really like the line, especially the Primer, but unfortunately many of the items I like have been seemingly out of stock forever. I also am concerned that the founder, Kirsten Kjaer Weis, has left the brand Therefore, I am looking for another ethical, sustainable, clean line.

I have been buying KW products regularly for over six years and love them but will sadly no longer purchase, simply because the items I order regularly have been out of stock for months (even years in the case of the translucent powder).

For the last two orders there has been no confirmation of purchase received meaning that I have had to contact the company to enquire re status of the order. Each time I have been informed that, even though the “Empower” lipstick is indicating as available on the website it is not available. Additionally my current order (placed 1 December and still not delivered) is apparently making its way from Texas, USA, which surely negates the ecological credentials of the brand—what happened to despatch of products from Denmark?

It is clear that something very problematic is going on with the company and, reluctantly, I will no longer be purchasing its products.

Update to my experience with this make up. It is really beautiful make up but best to buy from within the uk. There are a few stockists here. It is one of the few that my Yuka app rates as excellent. And it is gorgeous to wear. I no longer want to put toxic products on my face and, this is really the best of the best. I have received so many compliments of late. These beauty products are gorgeous

I placed two orders on 6 and 12 August, 2024 on the Kjaer Weis website. The payment went through. It is now late November and I have not received a thing. I reached out on 9 October and customer service (Jess) got back to me the next day with apologies, and sent me the tracking link (which I already had). The tracking showed it still in Arlanda (I live in Sweden) and had last been updated 20 September (i.e. had not changed in 2 months).
I emailed back and then she did not reply.
As of 24 November, I have neither received a refund nor products. As it's been 3.5 months by now, it looks unlikely.
I also kept receiving emails to leave a review (although I never got the product). So I left a 1 star review, saying what had happened. Of course it never made it to their website. So all their reviews are manipulated as well.
A total scam, I will not be buying from this company again.

Update: I got my refund

I made an order (#110937) 21 August and it is 24 October today! A month after getting nothing I contacted Kjaer Weis regading my order, they replied that the package was lost and they sent another one! it is another month later and there is no package and no respond to my emails!
I feel scammed! Kjaer Weis, just refund me, as requested!

Since I wrote the text below I have ordered from Kjær Weis twice and received both orders less than 2 weeks later. So hopefully they are back on track regarding orders for Europe. Thanks for that. The quality of the goods are eminent and unique. I hope it will stay like this.

DON'T BUY ANYTHING FROM THIS COMPANY AT THE MOMENT..... At least.

I got the money back on 29th October 24, and received my order today. Thanks to kjær and weis. I sincerely hope they get their shipping problems fixed, so I can order again another time. However, I will wait till I see good feedback here on trustpilot.

The company has unfortunately developed into a scam company.

I still have not received my latest order (110910) from August 27, 2024.

After some weeks I wrote them, and in the beginning I was told that they had problems at their warehouse due to large volume of orders and with delivery to Europe. Understandable I thought.

September 30 2024 I got an email saying it has now been send, however when I try to track the order it is still in transit in NY.

I have written both customer service, and Jess who was the first to answer me. However more and more blurry answers.

Last week Jess wrote to hear if everything was OK (ignoring my questions about the package in my past emails) as in his system the order should be delivered.....

However, I HAD NOT, AND STILL HAVE NOT RECEIVED THE PACKAGE!!!

Which I immediately wrote to him, and later on wrote to the customer service, as Jess never replied. Ever since no answer - just plain silence,

THAT IS SO NOT OK. IS HORRENDOUS!!

My order was quite expensive (285 USD). I have now several times asked for a refund, though I'd rather receive the order. Still no reply!

SO KEEP AWAY FROM PLACING ORDERS WITH KJÆR AND WEIS!

I have placed my order #111662 on 16.09., since there was no update for two weeks I wrote to customer support on 27.09. They informed me that one item was out of stock and refunded it.
Since there was no update after I wrote them on 07.10. and a day later received a shipping confirmation (only data was sent to the carrier), the status remained the same ever since. They said they will investigate with their warehouse and come back to me within two days, they never did.
I researched about their ingredients for a long time before ordering products worth 254€.
I should have researched their business practices. I am disappointed, don’t buy anything from this company.

Update: I got the money refunded (16.10.)

Update 11.11. to set the record straight: Kjaer Weis customer service answered to my rating here on trust pilot that they will send the products as well, I didn’t receive anything.

Through my own experience, and after reading all of these reviews, I am shocked as to how this brand is legally allowed to operate.

It's been over 5 weeks and I still haven't received my order, which I spent over 100 hundred dollars on.

Customer service is lying about shipment, and are just trying to come up with excuses as to why I haven't received my order yet.

Apparantly, my first order was lost by the shipping company. If that's really the case, then why hasn't customer service put the effort to reach out and inform me about my package? Moreover, considering the delay, why didn't they offer me a refund instead of 'apparantly' sending me a new order?

This brand is making me think they're a scam.

For anyone thinking of purchasing anything from them— stay away!

I have still not recieved my order from July the 29th 2024 and today it is October the 7th. So I have been waiting over Teo months! This is so not okay!

I have contacted the customer service so many times now but they just keep saying they Will send it but never does.

Please dont buy anything here unless you want Them to take your money and never send you the products.

This is the second time I ordered from their website. There was issue in the first one back in 2022, where they send me an pack of lip tint with just the box and nothing inside. I got my refund through paypal as they said they can only refund me if I settle my dispute in paypal. This time i ordered on the 27th August and still received nothing up till now on 18th sep. Send them an email on 4 sep and Jess said its gonna be send in two days. NOTHING WAS SENT. I am going to get refund through paypal again. Never trust this company again.

Still haven’t recieved the items I bought three weeks ago. Emailed customer service three times now, and absolutely no reply. In Denmark you are not allowed to charge the customer before you actually ship the order, this is apparently not the case for this company. Will never buy from them again!

Order #110481
This is crazy - order never received, they don't answer any emails and you can't call their Customer service.
Even though the products are great, the company and the webshop is terrible :-(
Don't order anything here, you will never receive it.
I have contacted my bank for a full refund via NETS.

I am totally blown away. I simply love these products. They have been my go to products for years. The quality is unparalleled. ⭐️⭐️⭐️⭐️⭐️

Hi, following up on my previous comment, I submitted a complaint through the BBB (Better business Bureau) as the company is registered in the U.S. I was refunded within 24 hours. Hope this helps!

@kjaerweis thanks for the response but this is several months too late. I have entirely switched brands after being loyal since the very early days.

Unfortunately I share the same experience as many below. Placed 2 orders on 1 Aug and 3 Aug respectively. 1st Aug order amount c.£300, 3rd Aug order amount c.£10 (thanks to my points).
They have not been dispatched as per terms and conditions of their website. Later I saw a banner on the website saying all orders delayed and then comments here and also on Glassdoor. There are seriously some issues since May24. I used to be a loyal customer of theirs but have not purchased directly from them through their website for many years. There is no number to call. Customer centre responses always come from someone called "Jess".

I asked the status of my order, Jess wrote me it is dispatched and I am getting tracking info 48 hours. Tracking info never came. Challenged them back, concerned and surprised that call centre people are not telling the truth to customers.

I asked a cancellation and refund of my large order, thinking they might be going down. Call centre cancelled my small £10 order and refunded immediately. I asked that I want my money for the large order. No response. I emailed several times. Today, "Jess" responded, saying it is cancelled and will be refunded in 7-10 business days. My online account is showing the order is still open. I am massively worried that they are not telling the truth. I am waiting a week or two and I will dispute the transaction though my credit card company if I can.

So if you are planning to buy from them, I recommend don't use their website. If you are keen about their products then buy them from a trusted distributor. But after this experience, I am also questioning the quality of their products and what they are saying about their products are actually true. I am actually thinking binning the remainder of products I have, as I absolutely lost my trust in the brand.

I would love to support a start up or a small company if they happen to have great products. I can wait as well. But a customer contract centre not telling the truth is another level for me. There is no excuse for that. I don't want to deal with them ever....

I made an order #109553 from mid june 2024 from Hong Kony, till today 5th August 2024! Still nth received. I received an email in july saying there is issue in Europe, promised I would receive my order by end of July. Now, I have been emailing them, no reply.

Reading those comments below, I think this company might collapse soon, they might be trying to scam money & run soon. I just want to get my product, that is!

Don’t order from this company anymore! If still no response, I would get more media attention in the future & keep sharing my bad experiences with all my friends if there is no improvement from Kjaerweis!

I purchased a lipstick from Kjaer Weis website on May 24th 2024 under order #109075, and it was not shipped until July 5th 2024. I contacted customer service and each time received a reply that they are very sorry and there are shipment issues for EU.

I contacted customer service on July 5th and request that if they will not ship my order, please provide refund. Customer service reacted promptly and promised to refund me under 7 to 10 days.

We are at July 27th now and I still have not received the refund.

I am very disappointed. While customer service seems to be reactive, no true action was done and I discourage everyone from buying from this website again.