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The service is so poor now and No one reply my requests and email. I have already applied cancel the orders and seek for refund due to the products are not same as the photos provided. I don't know why still processing the orders and didn't give back the refund. If the service can not be improved, we can't trust your business anymore.
A failed app, and contacting support requires a miracle. In the end, I contacted them through Shopify via email four days ago to inquire about a product, and they haven’t responded
Subject: Terrible Customer Service Experience with KAKACLO
I am writing to express my deep frustration with KAKACLO’s customer service, which has been nothing short of a nightmare. I placed an order on September 4th, and as of today, the status remains stuck at "awaiting to be shipped."
Despite my numerous attempts to get in touch—via email, live chat, Facebook messages, and WhatsApp—I have received absolutely no response. This level of neglect is unacceptable. I’ve reached out several times, hoping for some clarity or assistance, but I’ve been met with complete silence.
If I could give 0 stars I would. Very slow shipping and even slower processing time! Our customers kept asking for a refund when they delayed our orders for over a month. As a small business that just opened it's really hard to build a brand reputation. Kakaclo's shipping time is super slow. I had read several quality-related reviews before choosing to start dropshipping with them. But their quality is horrible. We had so many consecutive returns due to quality issues. All their product has thread sticking out of them (unfinished). Our customers received torn items and see-through fabric. This has greatly hurt our business's reputation. As a new business, you strive for quality over anything. Kakaclo does not provide anything, neither quality nor prompt shipping. We are very disappointed!
Dear Cotton Candy,
I'm sorry to hear about your negative experience with our service. Your feedback is extremely valuable to us as we strive to improve our operations and customer satisfaction. We sincerely apologize for the delays in shipping and processing times, as well as the quality issues with the products you received. This is certainly not the level of service we aim to provide.
We understand the importance of building a strong brand reputation, especially for a new business like yours. Rest assured, we take these concerns seriously and are actively working to address them with our shipping and quality control processes. We appreciate your patience and understanding as we work to make things right.
We provide premium products with higher quality and faster processing time: https://www.kakaclo.com/content/album/premium
Also we have express products can be shipped within 24 hours: https://www.kakaclo.com/content/album/kakaclo-express-delivery
We apologize for the slower shipping times in April. There was continuous rainfall in our nearby cities throughout the month, with several days experiencing heavy downpours, which resulted in delays in shipping. If you would like faster delivery, we recommend opting for expedited shipping (currently available for the United States and Australia).
Please reach out to our customer support team so we can assist you further with any refunds or replacements needed for the affected orders. Your satisfaction is our top priority, and we are committed to resolving this situation to your satisfaction. Thank you for bringing these issues to our attention.
KakaClo support team
support@kakaclo.com
Very disappointed with their service. Most of the time your oder been delay or missing. Very hard to get someone for help. You have to watch all the time if your oder has been shipped or fulfilled. I wouldn’t recommend to anyone. It’s a big headache experience.
Dear Night Strings,
Thank you for your feedback. We understand that you have had some concerns regarding our service, and we sincerely apologize for any inconvenience caused. We have thoroughly reviewed your account and the details of your orders.
Upon investigation, we found that all 4 of your orders in 2024 were shipped within the specified time frame. However, we acknowledge that one of the packages was unfortunately lost during transit. We want to assure you that we took immediate action to rectify the situation by arranging a replacement for you.
Please keep in mind that when you selected standard shipping, it does entail a slightly longer transit time. We understand that tracking information not updating can be frustrating. As soon as we were made aware of the issue, we proactively contacted the shipping carrier and the United States Postal Service to expedite the retrieval of your package. We are pleased to inform you that the package has now arrived in the United States, cleared customs, and the tracking information has been updated. The USPS will commence delivery of your package this week.
Regarding customer support, we want to clarify that we responded to your messages via WhatsApp, live chat, and email within 24 hours of receiving them. We strive to provide timely assistance, and we apologize if there were any delays or inconvenience during our communication. We want to assure you that we are committed to resolving any issues and providing the necessary support.
We kindly request you to reconsider your negative feedback based on the measures we have taken to address your concerns. If you have any further questions or require further assistance, please do not hesitate to contact us promptly at support@kakaclo.com. We truly value your satisfaction and are here to help. Thank you for your understanding.
KakaClo support team
We are dropshippers, we ordered an item from kakaclo and no-one gave us any update about the item being purchased since more than 3 months although the estimated delivery time is 16 days and item was in stock. We had an issue with the customer who ordered the item because of the bad delay.
If there is anyone had such same issue, please give us suggestions.
Dear shopiqat,
The tracking number of your order is Pos Malaysia: RC211550154MY
Tracking link: https://tracking.pos.com.my/tracking/RC211550154MY
According to the tracking information, the package arrived at the Malaysian post office for collection on February 12th and was successfully delivered yesterday, April 8th. The reason for unsuccessful delivery could be due to address issues.
If you have any questions, please feel free to contact our account manager Nick: nick@kakaclo.com or via WhatsApp at +86 18027098336. We appreciate your understanding.
There is a big problem with the shipping processes they are using. For most of us merchants, it's critical to provide our customers with a TRACKING # within no later than "2 days max". Regardless of the location of the item or what type of shipping method is being used, a tracking # should be given fast. Letting our customers wait for 5 or 7 days just to get a tracking #s is really bad business. I have sent an email requesting 2 days to get a tracking # but was not given a reply.
You think this should be easy to fix since they know the weight and the dimension of the package for them to provide a tracking # fast. It should even be automatic the minute the order is paid for. 2 Complaints from our first 7 orders is really a problematic. The location of the product is not an excuse. People understand the fact that the item is coming from overseas but they expect to be updated with a tracking #s. I have dealt with many vendors from overseas for the past 15 years. Now days the USPS and UPS or DHL network is way better and I feel this is not being used properly by this company.
2nd Issue: They list an order under "InProgress" for 5 days then they change it to "Out off Stock". My customer was waiting for 5 days then they find out the item they paid for will not be shipped. Really bad service.
Hi Maroon Navy Store
We apologize for the inconvenience caused. Normally processing time is 1-4 business days. We will upload the tracking number once package shipped. We understand the importance of providing tracking numbers promptly, and we are actively working to improve our shipping processes. We appreciate your feedback and will take it into consideration to ensure better service in the future. Regarding the second issue, we apologize for the delay and will make sure such situations are avoided in the future. We suggest that you can upload products from Premium and Express catalog for faster processing time and stable inventory. We also have product in US warehouse in Express catalog and the products here can be shipped within 1 working day. Thank you for your understanding.
I am so surprised by the abundance of 5 star reviews. I have processed 18 orders and had issues with 9 or 10 of the orders and counting. From waiting for 5 days after placing an order only to be told the item is sold out, to paying for express shipping 6-8 business days as they say but never got any order delivered in less than 12 business days. Also I have had customers complain about product quality as well as product description. Another problem is their sizing as well. One of my customers had to wait for two weeks, got angry and cancelled their order because it was not shipped in two weeks. Another thing I do not understand is the reason why I place an order and have to wait for 4 business days for them to know if the item is in stock before they ship. Out of the 18 orders processed, I can guarantee there will not be a single repeat buyer because 90% were angry about something. The other 10% probably were angry as well but chose to stay quiet. I still use the app and will continue to do so until I find a replacement while hoping they improve so I can update my review as well. If you are downloading this app, be ready and have a lot of patience to deal with angry customers. Also, save some money for transaction fees as you are ready to do a lot of refunds.
Dear Nick's Bay Company,
Firstly, I want to genuinely thank you for taking the time to provide such a detailed review of your experience with KakaClo.
Inventory and Shipping Delays: Waiting for several days only to find out an item is out of stock is unacceptable, and the delays you've faced, especially after opting for express shipping, are not in line with the service standards we aspire to. For a more streamlined experience in terms of shipping and inventory accuracy, we recommend choosing products labeled as "Premium" and "The USA". These product categories are designed to provide more timely delivery and maintain accurate inventory control.
Sizing Concerns: We recognize the importance of accurate sizing, especially in the fashion industry. I'm pleased to inform you that we have made significant improvements in this area. All products are now available in both CM and INCH sizes to ensure clarity and consistency for our partners and their customers.
Product Quality and Description: I deeply regret that some products did not meet the expected quality and description. We are dedicated to working closely with our suppliers to enhance product quality and ensure accurate descriptions.
If you're open to discussing this further, I’d appreciate the opportunity to connect with you directly. We value your partnership and are dedicated to ensuring KakaClo becomes a reliable and efficient tool for your business.
Warm Regrads,
Timothy
Absolutely awful company to deal with, poor customer service, you wait for hours on end if not days for responses, they don't answer their phone calls, they only put products into out of stock after taking payment for the product, then they update the system to say no stock and hope you don't email them. And when you do get a product it takes a lot longer than their competitors to be delivered. Really a poor company wouldn't recommend it for anyone that's trying to do drop shipping. DO NOTHING BUT COST YOU CUSTOMERS AND MONEY.
Dear Dress Your Best,
Thank you for taking the time to share your feedback with us. We sincerely regret to hear about the challenges you've faced with KakaClo. We aim to provide the best services to our partners, and we apologize for falling short in this instance.
To address your concerns:
Customer Service Response Time: We understand how vital prompt communication is, especially in a B2B marketplace setting. We apologize for the delays you've experienced. We're actively working on increasing our customer service team size and enhancing our training to ensure quicker and more efficient responses.
Inventory & Stock Updates: It's concerning to hear about the stock discrepancies after payment. Our goal is to provide real-time stock information to prevent such issues. We'll be investigating this matter to enhance our system's accuracy and to ensure this doesn't occur in the future.
Shipping and Delivery: We take pride in having our own US Warehouse to expedite shipping processes. We understand that timely delivery is crucial for businesses, especially in dropshipping. To further enhance your experience with us, we recommend that you choose products from our "Premium" and "Express" section, where typically have more timely delivery and accurate inventory control, ensuring a smoother experience for your business.
We genuinely value your feedback as it helps us to improve and serve our customers better. If you'd be open to it, we'd like to get in touch privately to further discuss any specifics and see how we can make it right for you. Additionally, we are committed to taking actionable steps to ensure such issues are prevented in the future.
Warm regards,
Timothy
Never ever coming back. Place 15 orders and not a single order was in stock although it does stay in stock on the website. Their shipping is 15 business although I have paid $15 for express 5-7 express shipping. They don't tell you that item is not stocked after 4 days of sending your order. Extremely terrible services and scams in the name of shipping charges. All the customers were angry and would not recommend it.
Dear Soniz Enterprise,
I'm truly sorry to hear about the challenges you've faced with your orders and the subsequent impact on your business. It's evident from your feedback that your experience with KakaClo has been far from satisfactory, and for that, I deeply apologize.
Inventory Issues: It's concerning to know that there were discrepancies between the stock status on our website and the actual inventory. We're taking immediate steps to address and rectify this so that real-time stock information is accurately reflected.
Shipping Concerns: We understand how crucial timely delivery is, especially when you've chosen and paid for express shipping. It's unacceptable that there were delays in informing you about stock issues after your orders were placed. We are currently re-evaluating our shipping processes and communication channels to ensure clarity and promptness in all stages of order fulfillment.
Service Quality: It's deeply regrettable that you felt the services rendered were not up to par and even perceived as scam-like due to the shipping charges. We aim for transparency in all our dealings, and we will be reviewing our pricing and shipping policies to prevent such issues in the future.
Your feedback is invaluable, and we genuinely value our partnership with sellers like you. I would greatly appreciate the opportunity to connect with you directly to discuss how we can make amends and work towards restoring your trust in KakaClo.
Once again, I deeply regret the inconvenience and frustration caused. Your concerns are our top priority, and we are committed to making the necessary improvements.
Warm regards,
Timothy