Kat Von D Beauty Tracking Order Status

I am not happy at all with the quality of the gel eyeliner pencil. There is barely any pigment when done on the waterline?? I am not sure if it's defective or the quality is just poor. I tried contancting customer support through the chat and at the time they were closed, which is fair enough, the bot actually mentioned that I could leave a name and an email and someone will get back to me. I don't know why but my ticket was closed, saying "Thank you for contacting KVD Beauty! I'm sorry we missed your chat! Should you have any further questions or concerns, please do not hesitate to contact us at 1-844-500-5832. My dedicated team and I will be more than happy to assist you." But like, you didn't even respond to my query. I cannot phone you back because I live in the UK, I am not getting charged for an international call since it seems that "someone" responds back. Now it's been 3 days with no further replies after I followed back on this. I will defo not buy anything else from KVD, even a drugstore eye pencil is of better quality than this. Such a waste and a shame.

Kyra Davis was a pleasure speaking with, she’s truly a blessing and I’m so thankful she could assist me.

This is a good company! It has good quality items. It has stylish items.

While I like their products the customer service is lacking. Takes forever to get a refund and the return process is a pain.

UPDATE : My palette actually arrived. It took about two weeks. It arrived safe and sound despite having been lost at some point. My experience with customer service and shipping isn't the best but the Moongarden palette itself is really pretty. I had never tried KVD palettes and the formula is tricky to work with, but that Vulpine Aura shade is absoluty incredible. The colours show much darker on the skin than in the pan. I'm super white and they look nice on me but my friend tried it and the shimmers looked especially beautiful on her dark skin. I wish there was a mirror included in the palette. PREVIOUS REVIEW BEFORE EDIT : [I ordered on December 15 and after contacting customer service, it appears that my parcel has been lost. I received a message saying that it wouldn't be replaced because they don't replace international orders, which is extremely disappointing. I would rather get a replacement than refund. They offered a full refund but I'm waiting to see how much will actually be refunded because I've read that they say you'll get full refund but actually don't pay you everything they owe you. The refund message from their customer service is a generic message and they didn't even include my actual order number or how much they will refund. It is quite unprofessional. It says : "We're so sorry to hear your package appears to be missing for order [Insert number]!   Because we are unable to offer you a free replacement, as we cannot reship international orders, we can process a full refund for the product in the amount of [Insert $104.24"]]