Bykilian Anmeldelser 

Terrible customer service. I’ve been contacting them via several different emails (for Us and for Paris team) and also via chat on their website. My mom bought me a 100 ml bottle of their edp as a gift for me when she was abroad on a holiday. I opened it like few weeks ago and straight away noticed it was not ok, it smelled straight up like strong alcohol at first and it did not last more than 20 mins on the skin. So at first they asked me via email some pictures and more info etc. And i did send them back all the info they asked including the place i bought it. Then they asked the reciept and i delivered that too as soon as i got it from my moms bank. Then no answer at all, so i go to their website to ask about it from the chat, where they tell me that there is nothing they can do about it that i should go back to the store where this is bought and return it there, so i again explained that i live in Finland and the edp is bought from
Copenhagen when my mom was on a holiday so it is impossible to go and return it there. And still i get a response that ”im sorry we cant do anything about it” this is insane. I thought that this kinda luxury brand should have somekinda responsibility when it comes to their products and customerservice. They told me to try to contact again the Paris team via email, and i tryied and AGAIN NO ANSWER. Unbelievable, i can not recommend this brand to anyone anymore.

Communication can be improved but overall was ok

Service client CATASTROPHIQUE qui répond une fois sur 10.
Pour commander en France ne passez pas par le site bykilian.fr, il n’y a aucun SAV! Pour passer commande en France, n’hésitez pas à contacter la parfumerie Kilian qui est sur Paris par téléphone, une fois le produit sélectionné, ils vous enverront un lien, par mail afin que vous procédiez au paiement sécurisé.
En cas de problème avec la commande vous pourrez vous joindre la boutique sans problème, la retourner grâce à un bon retour et vous faire rembourser.
Cela n’est pas possible sur le site, les frais de retours sont à votre charge même si la commande est incomplète et que vous exercez votre droit de rétractation dans un délai de 14jours.
La boutique en ligne est apparemment au-dessus de la loi!

La première étoile est vraiment cadeau parce qu’on est obligé d’en mettre une!
Le site est tout simplement à fuir, les mauvais commentaires sont justifiés.

Didn't get the perfume in time for an emergency flight. The support was very helpful and expedited the delivery. Everything is very customer-oriented, thank you!

Rebondissement et nouveau mépris évident : le service client de ByKilian a répondu à mon avis en me demandant davantage de renseignements. J'ai joué le jeu et retracé le jour même de leur demande tout l'historique qu'ils connaissaient déjà. Depuis lors aucune réaction. J'ai relancé plusieurs fois : aucune réponse ! Ils se fichent royalement des clients !!! A ce point c'est nécessairement une politique d'entreprise !

Last night I placed an order and immediately realized there was an error in the shipping address… immediately wrote them a mail, to which they replied at noon that the order had already been shipped but when the courier calls me for delivery I can tell them the right address.
It’s the first time I get such a reply from a supposedly luxury brand. I don’t know what is the problem to handle the client’s request (since the parcel hasn’t even been picked up by Ups yet) and to comunicate the correct address, but I do know that’s not how you get loyal customers.
Now just hope the courier calls me and I get my parcel.
UPDATE Wrote to the email they mention in the answer below 4 days ago, no reply yet. Their customer service is a joke.
UPDATE 2: 21/11/2022 they have modified their reply with a different email address now (looks like the CS in the US. I’m in Europe). Like I have nothing else to do but to send mails to kilian’s CS all over the world.

I could have rated 0 star if I could. Super unprofessional on whole refund process. Still not have my money back. Confusing customer service team ever!!!!

Please avoid this company at all cost or take photos of your item, weigh it and ask for Royal Mail option so things you return won’t be “accused” of going missing.

And please chase it up frequently as they are not that reliable to refund you on time. My mistake to assume they will .