Monday, November 9, 2026 · Customer reviews of US businesses
The Fair Hearing score
Great
597 reviews
KAYALISelect a line to read only those reviews.
Honesty, pricing, process and quality scores appear once 5 customers have rated them.
Founded in 2018 by beauty entrepreneur and fragrance connoisseur Mona Kattan, KAYALI—meaning "my imagination" in Arabic—draws inspiration from Middle Eastern heritage and the art of scent layering. The brand partners with world-renowned perfumers and uses high-quality ingredients to craft cruelty-free, long-lasting fragrances. Each creation reflects a deep commitment to storytelling and craftsmanship, from the unique scent profiles to the intricately designed bottles. Powered by Mona’s global influence and passion for perfume, KAYALI has cultivated an engaged digital community of over six million followers.
KAYALI (kayali.com) has 597 customer reviews on The Fair Hearing, with an average rating of 4.1 out of 5.
Showing 115 reviews with 1 star · Clear filters
My perfume came with no cap
By Sahar
Response from KAYALI· Feb 9, 2026
Hello Sahar, Thank you for sharing your feedback. We’re truly sorry to hear about your experience. Your feedback is important to us, and we appreciate you bringing this to our attention. With regards, KAYALI Customer Care Team
The set I was most anticipating, 50mL + 10mL Vanilla 28 Duo, was refunded because they ran out of stock. There should be a listed amount of stock or some warning that tells customers how long a product is available or that it may get refunded.
By Nicole S.
Response from KAYALI· Feb 9, 2026
Hello Nicole, We are very sorry for the disappointment caused by the refund of the Vanilla 28 Duo. This can occasionally happen when demand is very high and an item becomes oversold before our inventory is fully updated. Your feedback is very important to us and has been shared with our team to help prevent this in the future. We sincerely apologize for the inconvenience and appreciate your understanding. With regards, KAYALI Customer Care Team
The smell is weird and not nice. I smelled it at sephora and then ordered it from Kayali.com The smell is completely different. Honestly, im so disappointed and u happy
By Yousra I.
Response from KAYALI· Feb 9, 2026
Hello Yousra, Thank you for sharing your feedback. We’re truly sorry to hear about your experience. Your feedback is important to us, and we appreciate you bringing this to our attention. With regards, KAYALI Customer Care Team
The scent of Vanilla 28 on the Kayali website was not the same as it was when my daughter tested it in a store and they refuse to exchange it. What a waste of $160 and horrible customer service.
By Rae D.
Response from KAYALI· Feb 3, 2026
Hello Rae, Thank you for sharing your feedback. We’re truly sorry to hear about your experience. Your feedback is important to us, and we appreciate you bringing this to our attention. With regards, KAYALI Customer Care Team
I have still not received my refund and no package was delivered. I have been into kayali several of times and keep saying they will send a refund application form . I would not deal with this scam website STAY AWAY they are not genuine.
By avril
Response from KAYALI· Jan 26, 2026
Hello avril, Thank you for sharing your feedback. We’re truly sorry to hear about your experience, and we understand how frustrating and concerning this situation is. This is not the level of service we aim to provide. To help us resolve this matter as quickly as possible, please email us at [email protected] with your full name, email address, and order number, using the subject line “Trustpilot”. Our Customer Care team will review your case and provide the necessary assistance. Your feedback is important to us, and we appreciate you bringing this to our attention. With regards, KAYALI Customer Care Team
I purchased floral musk 12. What I received was the wrong item. I returned the incorrect item on Dec. 31st. Kayali received there product back on Jan. 5th, according to the tracking number from the post office. I have been on there website 6 times to chat with customer service only to have concerns & questions answered by AI...Definitely not a person. It is incredibly annoying and difficult. It is now Jan. 22nd and I can't get any live updates regarding my refund. Also, keep in mind they dont do exchanges, which is what I wanted considering the error was on there end to begin with. I give this whole new modern way of customer service two thumbs down!
By Amee
Response from KAYALI· Jan 26, 2026
Hello Amee, Thank you for sharing your feedback. We’re truly sorry to hear about your experience, and we understand how frustrating and concerning this situation is. This is not the level of service we aim to provide. To help us resolve this matter as quickly as possible, please email us at [email protected] with your full name, email address, and order number, using the subject line “Trustpilot”. Our Customer Care team will review your case and provide the necessary assistance. Your feedback is important to us, and we appreciate you bringing this to our attention. With regards, KAYALI Customer Care Team
First order and so far, I'm totally unimpressed... Ordered 2x perfumes on Monday, January 12th and as of today, Tuesday, January 20th 2026, no parcel and not even an email with a tracking number. Please, where is my parcel? When will it be delivered? Why haven't I even received an email with a delivery tracking number? Ridiculous and so unprofessional. And the lack of communication from their 'customer support team' means I'll never order from Kayali again and I will actively encourage both my friends and acquaintances to AVOID this optional headache & disappointment too!! J Hardy
By JHardy
Response from KAYALI· Jan 21, 2026
Hello customer, Thank you for sharing your feedback. We’re truly sorry to hear about your experience, and we understand how frustrating and concerning this situation is. This is not the level of service we aim to provide. To help us resolve this matter as quickly as possible, please email us at [email protected] with your full name, email address, and order number, using the subject line “Trustpilot”. Our Customer Care team will review your case and provide the necessary assistance. Your feedback is important to us, and we appreciate you bringing this to our attention. With regards, KAYALI Customer Care Team
If I could give 0 stars I would. I ordered a perfume which I did not like from the UK and immediately requested for a return which was collected by shipping company. According to the tracking, this perfume has been successfully retuned to them since 13th of December but I am yet to receive my refund and I have been sending many emails and filling requests forms on their website but all I have been getting are automated responses. DO NOT SHOP HERE GUYS-very terrible service and company. SCAMMERS
By Boluwatife O.
Response from KAYALI· Jan 20, 2026
Hello Boluwatife, Thank you for sharing your feedback. We’re truly sorry to hear about your experience, and we understand how frustrating and concerning this situation is. This is not the level of service we aim to provide. To help us resolve this matter as quickly as possible, please email us at [email protected] with your full name, email address, and order number, using the subject line “Trustpilot”. Our Customer Care team will review your case and provide the necessary assistance. Your feedback is important to us, and we appreciate you bringing this to our attention. With regards, KAYALI Customer Care Team
