Kaela Friesen
Returns Specialist·Front line·mildred_johnson1@hotmail.com
Rating distribution
5
218
4
107
3
67
2
36
1
31
QA performance
Total evals
2
All-time, excludes invalidated
Avg QA score (30d)
—
Avg CSAT (30d)
3.74 / 5
-0.43 starsvs. prior 30 days
AI-acceptance rate
100.0%
0 of 10 overridden
Showing 1 - 50 of 50
Rating | Comment | Ticket | Customer | Team member | Responded |
|---|---|---|---|---|---|
| 1/5 | Closed my ticket as resolved when nothing was resolved. | 44859958Refund not received |  Mr. Sheldon Orn | Kaela Friesen | May 25, 2026, 11:31 AM |
| 10/11 | Their personalization is unreal. Like having a personal Beauty Advisor. | 75438481Cancel subscription / Auto-replenish |  Tomas Torphy | Kaela Friesen | May 24, 2026, 6:11 PM |
| 3/5 | Resolved but only after I escalated. Should not have taken that long. | 39264833Gift card balance question |  Mr. Tommie Haley II | Kaela Friesen | May 24, 2026, 1:51 PM |
| 5/5 | Helpful, friendly, and didn't make me feel silly for asking basic skincare questions. | 96507530Order arrived damaged |  Sara Cartwright PhD | Kaela Friesen | May 24, 2026, 12:50 PM |
| 1/5 | App charged me for an order that never shipped and support won't help. | 38247435App login problem |  Terrance Gottlieb | Kaela Friesen | May 24, 2026, 12:28 PM |
| 10/11 | Tell everyone I know to shop here. Best beauty retailer, hands down. | 36535523Cancel order request |  Lauren Bergnaum | Kaela Friesen | May 24, 2026, 10:35 AM |
| 10/11 | Best omnichannel experience in beauty. Stores, app, and online all sync seamlessly. | 66290843Store experience feedback |  Stuart Zieme | Kaela Friesen | May 24, 2026, 7:56 AM |
| 5/5 | Mailed me a replacement powder after mine arrived broken. Quick and gracious. | 38844195Cancel order request |  Ottis Maggio | Kaela Friesen | May 24, 2026, 6:48 AM |
| 4/5 | Got there in the end. The chat went in circles for a bit. | 21113419Loyalty points not posting |  Olga Hegmann | Kaela Friesen | May 24, 2026, 5:12 AM |
| 5/5 | The Beauty Advisor on chat was so knowledgeable, helped me build a full skincare routine for sensitive skin. | 90981743Cancel order request |  Joan Daugherty | Kaela Friesen | May 23, 2026, 10:21 AM |
| 5/5 | Resolved the discount code issue and added bonus points for the trouble. 10/10. | 84186415Price match request |  Faith Ziemann | Kaela Friesen | May 21, 2026, 10:53 AM |
| 1/5 | I will never recommend this brand again. Truly terrible support. | 66551022Where is my order? |  Nick Murray | Kaela Friesen | May 18, 2026, 3:35 PM |
| 5/5 | App glitched at checkout, they manually processed my order and threw in free shipping. Lovely. | 03096715App login problem |  Amya Lakin | Kaela Friesen | May 17, 2026, 12:11 AM |
| 4/5 | Good service. Wish I'd been told upfront that my shade was on backorder. | 46031266Wholesale order question |  Ashley O'Keefe | Kaela Friesen | May 16, 2026, 2:31 PM |
| 1/5 | They accused me of returning fraudulent items. Never coming back. | 14253431Order arrived damaged |  Gretchen Wehner | Kaela Friesen | May 14, 2026, 2:35 PM |
| 2/5 | Two weeks for a refund on an order that was lost in transit. | 68539434Wholesale order question |  Sedrick Batz | Kaela Friesen | May 14, 2026, 12:02 PM |
| 9/11 | Big fan. Their customer service has saved me more than once. | 24859777Where is my order? |  Miss Clarissa Herman | Kaela Friesen | May 13, 2026, 6:36 PM |
| 4/5 | Good chat support. Returned product still hadn't been processed when I followed up. | 64143939Cancel subscription / Auto-replenish |  Ms. Linda Funk | Kaela Friesen | May 13, 2026, 5:17 PM |
| 5/5 | Marie answered my question about which retinol to start with. Detailed, no pressure to upsell. | 82904041Cancel subscription / Auto-replenish |  Glen Wilkinson | Kaela Friesen | May 13, 2026, 4:46 PM |
| 10/11 | Best in class. The app is genuinely beautiful and useful. | 96586700Shipping cost question |  Giles Gusikowski | Kaela Friesen | May 13, 2026, 8:32 AM |
| 4/5 | Helpful, but the hold music in the phone queue was rough. | 10301931Order arrived damaged |  Ms. Dallin Schmitt | Kaela Friesen | May 11, 2026, 8:49 AM |
| 4/5 | Got there in the end. The chat went in circles for a bit. | 85716161Return after 30-day window | Ms. Linda Funk | Kaela Friesen | May 10, 2026, 11:09 AM |
| 3/5 | Agent was polite but couldn't actually fix the loyalty points issue. | 56464420Cancel order request |  Dennis O'Reilly | Kaela Friesen | May 9, 2026, 11:11 PM |
| 4/5 | Good support, just the points didn't post automatically — had to ask. | 34631419Item authenticity concern |  Ben Schimmel | Kaela Friesen | May 9, 2026, 6:11 PM |
| 10/11 | The Elite tier perks are worth every dollar of lifetime spend. | 24840609App login problem |  Miss Emma Weimann | Kaela Friesen | May 9, 2026, 2:51 PM |
| 10/11 | Their personalization is unreal. Like having a personal Beauty Advisor. | 84034326BOPIS pickup not ready |  Nathaniel Pagac | Kaela Friesen | May 9, 2026, 1:37 AM |
| 1/5 | Closed my ticket as resolved when nothing was resolved. | 11125028Discount code not working |  Mr. Clay Hilpert | Kaela Friesen | May 7, 2026, 4:55 PM |
| 4/5 | Decent. The reply was helpful but I had to ask twice to confirm the refund timing. | 44366344BOPIS order cancelled at store |  Ms. Priscilla Ebert | Kaela Friesen | May 6, 2026, 11:07 AM |
| 5/5 | One chat message, one click, refund processed. | 96950593Return after 30-day window |  Marcellus Oberbrunner | Kaela Friesen | May 6, 2026, 7:16 AM |
| 5/5 | Got my Klarna split sorted out in two messages. So easy. | 04000598Restock alert for backorder |  Anahi Romaguera | Kaela Friesen | May 5, 2026, 10:11 PM |
| 2/5 | Onboarding was clunky. Quiz kept resetting. | 46841580Return after 30-day window |  Marshall O'Connell | Kaela Friesen | May 5, 2026, 10:07 AM |
| 5/5 | Got my Klarna split sorted out in two messages. So easy. | 97690804Influencer code not working |  Miss Caroline Gusikowski | Kaela Friesen | May 5, 2026, 8:50 AM |
| 3/5 | Solved the problem after I had to repeat my issue twice. | 89012383Loyalty points not posting |  Ginger Schneider | Kaela Friesen | May 4, 2026, 11:01 PM |
| 4/5 | Pretty good. Sara was nice, the system glitched once but she powered through. | 25929759App crashes at checkout |  Timothy Jakubowski | Kaela Friesen | May 4, 2026, 8:25 PM |
| 4/5 | Decent. The reply was helpful but I had to ask twice to confirm the refund timing. | 65944534Restock alert for backorder |  Mr. Willard Moen | Kaela Friesen | May 3, 2026, 11:50 AM |
| 4/5 | I want a true virtual Beauty Advisor consultation built in. | 69789622Missing samples in order |  Miss Jayden Ferry II | Kaela Friesen | May 2, 2026, 4:39 AM |
| 4/5 | Helpful team, the agent was kind. Wish the BOPIS pickup had been ready when promised. | 25817130Influencer code not working |  Ms. Alexandra Toy | Kaela Friesen | May 2, 2026, 12:07 AM |
| 3/5 | It worked. Nothing special, nothing bad. | 46741776BOPIS pickup not ready |  Icie Cummerata | Kaela Friesen | Apr 30, 2026, 9:50 PM |
| 5/5 | Mailed me a replacement powder after mine arrived broken. Quick and gracious. | 01031572Wholesale order question |  Eugene Spencer | Kaela Friesen | Apr 29, 2026, 5:50 AM |
| 9/11 | Bloom understands what a beauty customer actually wants. | 62370255Return after 30-day window |  Lera Reichel DVM | Kaela Friesen | Apr 28, 2026, 9:14 PM |
| 5/5 | Such a delightful first impression. Already shopping. | 80363507Klarna / Afterpay split issue |  Herman Altenwerth | Kaela Friesen | Apr 28, 2026, 7:49 PM |
| 3/5 | Issue resolved. Process felt clunky on their end. | 00984067Store experience feedback |  Evert Sawayn | Kaela Friesen | Apr 27, 2026, 11:27 PM |
| 5/5 | Add a recommend-based-on-what-I-own feature. | 16544144Shipping cost question |  Coralie Haag | Kaela Friesen | Apr 27, 2026, 9:34 AM |
| 1/5 | Took 11 separate interactions to get my Insider tier restored. | 48227055Missing samples in order |  Catherine Walter | Kaela Friesen | Apr 26, 2026, 10:50 PM |
| 5/5 | Sara helped me build a gift bundle for my mom's birthday. So sweet. | 72170098Cancel subscription / Auto-replenish |  Arnulfo Medhurst | Kaela Friesen | Apr 25, 2026, 8:31 AM |
| 5/5 | Mailed me a replacement powder after mine arrived broken. Quick and gracious. | 98135756Loyalty points not posting |  Amber Dach | Kaela Friesen | Apr 25, 2026, 12:03 AM |
| 2/5 | Got brushed off when I asked about the damaged shipment. | 75288480Pro discount enrollment |  Mr. Giovani Kuhn | Kaela Friesen | Apr 24, 2026, 11:41 PM |
| 10/11 | Recommend to anyone who'll listen. Best loyalty program in the space. | 03924715Pro discount enrollment |  Suzanne Rolfson Sr. | Kaela Friesen | Apr 24, 2026, 9:26 AM |
| 5/5 | Resolved my issue and even taught me how to use the new app features. Excellent. | 98757283Restock alert for backorder |  Constance Jakubowski | Kaela Friesen | Apr 24, 2026, 9:05 AM |
| 5/5 | Got my missing samples shipped out the same day. Thank you! | 42973408App crashes at checkout |  Henrietta Gleason | Kaela Friesen | Apr 24, 2026, 3:13 AM |