Reply from JoyeenailsMay 19, 2025
Hi love, I'm sorry that you had an unpleasant shopping experience due to this shipping issue🥺
We've only had two orders in the last six months where we've had delivery issues due to rejections, so after just reviewing your feedback on Trustpilot, we quickly found our communication records:
The package did fail on the first delivery, and after you contacted us, we quickly contacted the carrier, who responded with a rejection by the recipient. I understand that this is not consistent with your response to us, this may be the carrier did not contact you, or maybe it is something else, in any case, from the way we can query the information we can get as long as the parcel was rejected, and the parcel has been returned to the warehouse on the way, so we had to feedback this information to you, and take measures to communicate with you to re-delivery.
The communication process, because you denied that it was rejected, and we could not therefore spend a lot of time with the carrier to confirm this intermediate problem, because it is likely to be fruitless. So we had to bear the cost of the second delivery to ensure that the parcel could be delivered without any problems.
After you agreed to the second delivery, we received the confirmed address from you and sent it back to our carrier as soon as possible. However, since the package was not returned in time (we pushed the carrier at least 3 times), we did not receive any further updates, so we did not send you any “unknown information” during the waiting time.
Until April 20, we finally waited for the carrier to give us feedback, telling us that the package has been in the way of the second delivery, we also sent you an email at the first time to tell you the result, hope you pay attention to the package and delivery information. Also on April 20, the same day, we checked the tracking information, and the final result marked that the redelivery has been completed.
We understand your feelings very well, so we elaborated so much to you, we are not trying to shirk our responsibility, but we hope to tell you that when the parcel encountered delivery problems such as uncontrollable factors, we have been actively cooperating to solve the problem, and also bear the extra cost to ensure that the parcel is delivered, we did not cheat you, and did not fail to respond to your information, hope you can understand what we have done.
Lastly, we hope that this unexplained incident will not affect your mood afterward, in any case, thank you for your feedback, we will think about how to solve this kind of problem better when we encounter it later❤️
