Hi Christel,
I'm sorry we're just finding this review, but wanted to take a moment to respond! Every review on our site--even the most effusively positive ones--undergo moderation before they are published. We are a small company with a small team, and that means that review publication can be delayed, particularly during the busier times of the year.
We formulate and produce all of our products in-house, which means that everything we release is unique to us--and many of our formulas are unlike what those unfamiliar with our brand might be used to. They are developed to be extremely easy to use, but can be quite different. We also care deeply about ensuring people have amazing experiences with the colors we make. Because of that, when a customer struggles with any of our products, we make a point to try to help in addition to offering the option to return. No one product is perfect for everyone, but guidance on how to use our products has tremendously helped many of our first-time customers to ultimately have extraordinary experiences using them.
Most importantly, I want to address your concern about review integrity on our site. It took some searching, but I was able to find the review you submitted--it has been live on our site and is visible to all visitors. We value negative reviews as well as positive, and absolutely do publish them. Some of the only reasons that we would not publish reviews are if they are factually inaccurate or misleading (such as describing a crème product as a powder), if they are obscene/offensive, if they are irrelevant to the product or use dummy text, or if there is a serious mismatch between the rating/review content (such as a review for one product being left on another). All of these considerations apply to every review regardless of whether it is positive or negative.
xx,
Alexandra
Rituel de FIlle
