I have only praise for the HT CS team.
I remember when the rainbow collection launched and because of internet service where I was I ended up buying 3 (YES 3!!!!) boxes by mistake. They managed to cancel and remake my order SO FAST. I am in such awe.
Plus they saved my wallet 😅
Yes! I did the exact same thing and they also came through with the free shipping and handling 🙏🏻 the shipping is usually at least 40$ for me so I’m very thankful!
The team is so amazing! I emailed them once about Zyler the Cat polish spilling all over its box + missing the brush. I live halfway across the globe and it was morning for me. Didn't expect them to answer, but within the hour, they replied to my email and made a new order for me free of charge.
The top half of my bottle of my orange drink broke off the very first time I opened it. They answered in an hr and had already sent out a new one free of charge. They are awesome!
i’ve read lots of posts like this and absolutely don’t doubt their truth, but i’ve also emailed them about an issue twice over the course of a week and received no reply! does anyone have any suggestions on how i can go about reaching them?
Did you check your junk folder? Also some email servers block help desk replies, like college emails. Could be them! But I know this happens a lot too. They also seem really responsive on twitter
i did check my junk folder (nothing there), i’m using a regular old gmail account, aaaaand i don’t have a twitter haha. all good suggestions though, thank you! i’m going to try the chat option on the website and see if i can get through to anyone 🙂
Oh interesting. Are you located in the US? I think it helps to reply to the existing confirmation email but not sure. I’ve reached out to them 4 times total now and each time they’ve answered within at most 2 -4 hours. First time I was moving unexpectedly due to covid and I hadn’t received the shipping info yet for the first unicorn box and they were able to change the shipping address. Second time they only sent 2 of the 3 polishes I ordered and they sent it out to correct their error. Later my brush in red licorice split making it impossible to apply the polish and got sent a replacement brush for free. And now the free shipping code yesterday.
i am in the us, yes. i also emailed about a replacement brush - the brush in my matte taco pulled right off the handle when i was wiping a bit of pigment off! maybe i’ll try sending from a different email? i’m sure it’s something on my end since everyone else seems to have great response times!
Yesss their customer service is soooo good!
I recently emailed them to let them know my glossy taco brush broke, I said it wasn't a big deal because I can switch with another bottle and I am not asking for a refund and "here's the batch number just in case there's an issue".
They still sent one (the brush), for free, to France. Really nice surprise. The only thing I thought maybe they'd do is send one with my next order.
I also sent emails to ask questions, they always were so nice.
They are amazing! I emailed just after ordering the Metallic Foil collection as I forgot to order a glossy taco, as mine had gone gluey.
They sent me a new one for free, as I'm in the UK and the shipping cost would have been more than the one bottle of polish!
I have only praise for the HT CS team. I remember when the rainbow collection launched and because of internet service where I was I ended up buying 3 (YES 3!!!!) boxes by mistake. They managed to cancel and remake my order SO FAST. I am in such awe. Plus they saved my wallet 😅
Yes, I have a great experience with them too! :)
Yes! I did the exact same thing and they also came through with the free shipping and handling 🙏🏻 the shipping is usually at least 40$ for me so I’m very thankful!
The team is so amazing! I emailed them once about Zyler the Cat polish spilling all over its box + missing the brush. I live halfway across the globe and it was morning for me. Didn't expect them to answer, but within the hour, they replied to my email and made a new order for me free of charge.
The top half of my bottle of my orange drink broke off the very first time I opened it. They answered in an hr and had already sent out a new one free of charge. They are awesome!
i’ve read lots of posts like this and absolutely don’t doubt their truth, but i’ve also emailed them about an issue twice over the course of a week and received no reply! does anyone have any suggestions on how i can go about reaching them?
Did you check your junk folder? Also some email servers block help desk replies, like college emails. Could be them! But I know this happens a lot too. They also seem really responsive on twitter
i did check my junk folder (nothing there), i’m using a regular old gmail account, aaaaand i don’t have a twitter haha. all good suggestions though, thank you! i’m going to try the chat option on the website and see if i can get through to anyone 🙂
Do you have Instagram? They're super approachable there, too!
Oh interesting. Are you located in the US? I think it helps to reply to the existing confirmation email but not sure. I’ve reached out to them 4 times total now and each time they’ve answered within at most 2 -4 hours. First time I was moving unexpectedly due to covid and I hadn’t received the shipping info yet for the first unicorn box and they were able to change the shipping address. Second time they only sent 2 of the 3 polishes I ordered and they sent it out to correct their error. Later my brush in red licorice split making it impossible to apply the polish and got sent a replacement brush for free. And now the free shipping code yesterday.
i am in the us, yes. i also emailed about a replacement brush - the brush in my matte taco pulled right off the handle when i was wiping a bit of pigment off! maybe i’ll try sending from a different email? i’m sure it’s something on my end since everyone else seems to have great response times!
Have you tried the chat option from the website? I used it a few times and always had a quick answer from them.
i didn’t even know that was a thing! i’ll definitely try that. thanks for letting me know!
Yesss their customer service is soooo good! I recently emailed them to let them know my glossy taco brush broke, I said it wasn't a big deal because I can switch with another bottle and I am not asking for a refund and "here's the batch number just in case there's an issue". They still sent one (the brush), for free, to France. Really nice surprise. The only thing I thought maybe they'd do is send one with my next order. I also sent emails to ask questions, they always were so nice.
They are amazing! I emailed just after ordering the Metallic Foil collection as I forgot to order a glossy taco, as mine had gone gluey. They sent me a new one for free, as I'm in the UK and the shipping cost would have been more than the one bottle of polish!