Cosmetic Connection
Claimed Business
AI Review Summary
Based on recent customer reviews, Cosmetic Connection receives strong praise for its competitive pricing, fast online delivery, and thoughtful packaging that often includes free gift samples. Satisfied customers highlight the wide product range, particularly hair care items, and commend staff members like Nadia and Thato by name. However, a significant number of customers report serious frustrations with delayed or missing orders, unresolved refunds lasting weeks or months, and poor communication channels. Negative experiences frequently cite unhelpful WhatsApp bots, unreachable phone lines, and dismissive in-store staff attitudes.
Performance(last 12 months):
0Trustindex Rating
#53Ranked In Retail
62 hours 23 minutesAverage Time To Reply
37 NPSRecommended: Likely
Replied to 8% of negative reviews
Typically takes less than 62 hours 23 min to reply
TrustIndex
0
Score
Ranking
#53
in Retail
Avg Reply
62 hours 23 minutes
NPS Score
37
Recommended: Likely
Replied to 8% of negative reviews
Typically takes less than 62 hours 23 min to reply
Review Distribution
3|55 Reviews
May '25 - Apr '26
5(48.2%)
4(3.7%)
3(1.9%)
2(0%)
1(46.3%)
5(48.2%)
4(3.7%)
3(1.9%)
2(0%)
1(46.3%)
Frequently Asked Questions About Cosmetic Connection
Based on recent customer reviews, this business delivers a consistently strong customer experience anchored by outstanding agent quality and rapid communication. Customers frequently name individual consultants and praise their friendliness, patience, and professionalism. Recurring praise is given to claims and roadside assistance, though a vocal minority report frustrating delays, rejected claims, and poor transparency around premium increases.
Hellopeter's TrustIndex is a 0–10 score based on review star ratings, reply speed, and recent activity over the last 12 months. How is the TrustIndex calculated? →
Recent reviews (55)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceKP
Kendra P
1 reviews | Active since Jan 2020
11 Mar 2026, 13:23
Bad customer Care
Love the brand I've been buying goods online for some time now but I rate the service a 1 star because everytime when I order online I have issues. And they don't take phone calls you have to send a WhatsApp and then when you enquiry you get the same message over and over you like there's a robot responding and not an actual person and when you send a email no response either .... So definitely annoyed by all this.....
Helpful (0)
|Replies (0)KP
Kendra P
1 reviews | Active since Jan 2020
11 Mar 2026, 13:23
Bad customer Care
Love the brand I've been buying goods online for some time now but I rate the service a 1 star because everytime when I order online I have issues. And they don't take phone calls you have to send a WhatsApp and then when you enquiry you get the same message over and over you like there's a robot responding and not an actual person and when you send a email no response either .... So definitely annoyed by all this.....
0
Replies (0)ZD
Zoliswa D
1 reviews | Active since Jan 2020
9 Mar 2026, 17:46
HORRIBLE ONLINE SERVICE
I have placed an order on the 1st of March 2026 for collection at their store in Sky City, their website says it takes 5 to 7 days, today is day 9 and I have still not heard from them, when I called last week Wednesday they told me the store will receive stock on Monday, the day has ended and still nothing, I made a follow up on their WhatsApp and I was informed that stock only comes once a week so if I have ordered after the stock was sent I will therefore get my order the following week I should wait 10 days, when. I questioned them if theye never delivered stock last week because the order was placed on weekend, I got no respond and when I ask why their website says 5 to 7 days if I have to wait 10 more days, they did not respond at all. When you call their line it says they don't take calls , I should send a WhatsApp and when I send a WhatsApp I get AI generated replys.
Helpful (0)
|Replies (0)ZD
Zoliswa D
1 reviews | Active since Jan 2020
9 Mar 2026, 17:46
HORRIBLE ONLINE SERVICE
I have placed an order on the 1st of March 2026 for collection at their store in Sky City, their website says it takes 5 to 7 days, today is day 9 and I have still not heard from them, when I called last week Wednesday they told me the store will receive stock on Monday, the day has ended and still nothing, I made a follow up on their WhatsApp and I was informed that stock only comes once a week so if I have ordered after the stock was sent I will therefore get my order the following week I should wait 10 days, when. I questioned them if theye never delivered stock last week because the order was placed on weekend, I got no respond and when I ask why their website says 5 to 7 days if I have to wait 10 more days, they did not respond at all. When you call their line it says they don't take calls , I should send a WhatsApp and when I send a WhatsApp I get AI generated replys.
0
Replies (0)BM
Boitumelo M
1 reviews | Active since Jan 2020
8 Mar 2026, 05:44
Delivery never received
I am a regular customer at Cosmetic Connections because like most black African women I get braids throughout the year so I stock up on hairpieces and other beauty essentials on their site,this month was no different I made a payment on the 26th of February 2026 and I am still waiting for my package. They told me it would be delivered to my work place on the 3rd of February and this never happened. I have tried to talk to them through WhatsApp and the constact numbers they have enlisted on their site,which by the way do not work. When I talk to them in WhatsApp they hand me over to someone who supposedly has more sound knowledge on how to help me with my problem but all that is is just a BOT that has zero emotional range or understanding of my situation. I am frustrated because this has never happened and upon closer inspection the tracking shows that my package was never delivered because I was never called,it just moved to transit then went back to sender and they say it was because I was unreachable when really they didn’t even take the time to call me which I find scandalous and sloppy because I can see it from my side too. I just want my contents or they must give me my refund. My order number is #257567 I will never again use this site.
Helpful (0)
|Replies (0)BM
Boitumelo M
1 reviews | Active since Jan 2020
8 Mar 2026, 05:44
Delivery never received
I am a regular customer at Cosmetic Connections because like most black African women I get braids throughout the year so I stock up on hairpieces and other beauty essentials on their site,this month was no different I made a payment on the 26th of February 2026 and I am still waiting for my package. They told me it would be delivered to my work place on the 3rd of February and this never happened. I have tried to talk to them through WhatsApp and the constact numbers they have enlisted on their site,which by the way do not work. When I talk to them in WhatsApp they hand me over to someone who supposedly has more sound knowledge on how to help me with my problem but all that is is just a BOT that has zero emotional range or understanding of my situation. I am frustrated because this has never happened and upon closer inspection the tracking shows that my package was never delivered because I was never called,it just moved to transit then went back to sender and they say it was because I was unreachable when really they didn’t even take the time to call me which I find scandalous and sloppy because I can see it from my side too. I just want my contents or they must give me my refund. My order number is #257567 I will never again use this site.
0
Replies (0)NS
Nontsasa S
1 reviews | Active since Jan 2020
6 Mar 2026, 17:43
HAPPIEST CUSTOMER EVER!
My order delivered with goodies☺️ in4days,It was my first time order from Cosmetic connections, service was the best I felt like the important customer ever.Thank you team please keep it up!
Helpful (0)
|Replies (0)NS
Nontsasa S
1 reviews | Active since Jan 2020
6 Mar 2026, 17:43
HAPPIEST CUSTOMER EVER!
My order delivered with goodies☺️ in4days,It was my first time order from Cosmetic connections, service was the best I felt like the important customer ever.Thank you team please keep it up!
0
Replies (0)TS
Thembile S
1 reviews | Active since Jan 2020
6 Mar 2026, 08:57
I wouldn’t buy my hair products anywhere else!
Best place to buy my hair products and they always deliver super fast. Their products are priced at a reasonable price and are great quality. Happy with their services.
Helpful (0)
|Replies (0)TS
Thembile S
1 reviews | Active since Jan 2020
6 Mar 2026, 08:57
I wouldn’t buy my hair products anywhere else!
Best place to buy my hair products and they always deliver super fast. Their products are priced at a reasonable price and are great quality. Happy with their services.
0
Replies (0)SH
Samantha H
1 reviews | Active since Jan 2020
6 Mar 2026, 07:02
K****ell - Love this Brand so much!
Their k****ell Range is phenomenal! I battle with dry, brittle hair and hair loss. I have been using these products and have noticed a significant difference in the quality of my hair. Its shinier, the frizz is gone and its starting to feel thicker and healthier! Definitely becoming a repeat customer!!! super happy!
Helpful (0)
|Replies (0)SH
Samantha H
1 reviews | Active since Jan 2020
6 Mar 2026, 07:02
K****ell - Love this Brand so much!
Their k****ell Range is phenomenal! I battle with dry, brittle hair and hair loss. I have been using these products and have noticed a significant difference in the quality of my hair. Its shinier, the frizz is gone and its starting to feel thicker and healthier! Definitely becoming a repeat customer!!! super happy!
0
Replies (0)KD
Khokela D
1 reviews | Active since Jan 2020
2 Mar 2026, 13:23
Cosmetic Connection is a ****
I am appalled and disgusted by the customer service I have received from Cosmetic Connection. The amount of people I have referred to them because they were actually a great place to buy from and they shipped on time. However, there seems to be a change in leadership, because if it's not them trying to force you to choose an alternative product because they don't have what you originally ordered, but of course first they must hold your order hostage and then contact you with a "solution" when they know you're desperately waiting. They are playing the same mind games again. They have chosen to ghost me after enquiring about an order I placed on Thursday. I wish them nothing but bad luck!!!!
Helpful (0)
|Replies (0)KD
Khokela D
1 reviews | Active since Jan 2020
2 Mar 2026, 13:23
Cosmetic Connection is a ****
I am appalled and disgusted by the customer service I have received from Cosmetic Connection. The amount of people I have referred to them because they were actually a great place to buy from and they shipped on time. However, there seems to be a change in leadership, because if it's not them trying to force you to choose an alternative product because they don't have what you originally ordered, but of course first they must hold your order hostage and then contact you with a "solution" when they know you're desperately waiting. They are playing the same mind games again. They have chosen to ghost me after enquiring about an order I placed on Thursday. I wish them nothing but bad luck!!!!
0
Replies (0)