Rainbow Connection Avis 

The product selection is good, but unfortunately that is the only positive thing I can say about Rainbow Connection.

My experience with the customer service was extremely poor. I found the owner, Annette Edwards, rude, dismissive and unwilling to help when problems arose. When something happens to a parcel during delivery, customers should reasonably expect the retailer to investigate and provide support. Instead, I felt that my concerns were brushed aside and that I was left to deal with the problem myself.

I was also concerned about the way the nail polishes were packaged and shipped. More than four bottles appeared to have been placed in a single Royal Mail parcel, despite Royal Mail having specific restrictions for sending nail polish. The packaging itself was also inadequate considering that these are fragile, liquid products that can leak or break in transit.

The store also charges a 5% fee if you need to amend an order, even when the request is made only a few hours after purchasing and before the order has been dispatched. In my case, the situation was handled in an unnecessarily hostile and inflexible way. Rather than trying to find a reasonable solution, my orders were cancelled, including orders containing limited-edition products that could not easily be replaced.

A retailer cannot override statutory consumer rights simply by creating and enforcing its own policies.

Good product selection does not compensate for poor communication, questionable shipping practices, inadequate packaging and a lack of basic customer care. Wish there were other stockists that treat customers with more respect and provide much better support when something goes wrong.

Based on my experience, I would not trust this business with another large order. I strongly recommend thinking carefully before spending your money here.

I've been ordering (at least once a month) since March or April and can't rate RC high enough. Through the numerous orders I've made there have only been two snags: in one of my orders a single bottle arrived smashed and the next working day the cost was refunded with no questions or issues (I provided a LOT of photos of the damage), and for another order one of the items was missing from the package, and a replacement was immediately sent, again with no issues. Given the amount of orders I have placed, overall I've had nothing but good experiences with responsive customer service, and would highly recommend.

I placed an order with them. It was confirmed, processed, payment made via PayPal.
Then I received an email saying the order was cancelled as it was suspected to be fraudulent .
I was confused. I emailed them asking for more information. No reply. Which led me here, and I saw another poor review from someone whose transaction had resulted in a similar cancellation along with the email saying cancellation due to suspected fraud.
That jogged a memory.
Earlier this year I had placed an order and some of it had arrived damaged. I emailed them to let them know (there are no telephone
contact details) I did not get a reply, but the damaged item was refunded.
It seems that this company will not do further business with you if have the audacity to bring poor quality or poor service to their attention. What a strange business plan

Rude customer service, they’re not cheap but it’s not reflected in the service.
They are charging for delivery and handling fees but if you reach to ask for help with a late delivery the response is “ Hi
You can update delivery options on that email/text message that Royal Mail sent if you can’t be home today. We unfortunately do not set delivery times” That’s it, they are not even pretending to help. Basically what they are saying is “we already have the money, we can’t be bothered… “
BTW I was home all day the delivery never arrived…. I will be disputing with my bank.

You place two pre orders a month apart and she combines them, great but she doesn't refund the second postage you've paid for. Also breaks the law by sending more than four polishes per package by royal mail and doesn't bother with the legal declaration sticker on the parcel. This has happened more than once.

Though Rainbow Connection has a wide selection of polishes, they do increase the price, and unfortunately a lot of international brands don't ship to the UK, and I don't know any other website to get indie polishes. Additionally, I have noticed that Rainbow Connection only allows 4 or 5 star reviews to be published on their website, I know because I have personally tried to review many of the products I've bought as below 4 stars, and none of them have been published, but the 5 star ones have. I can't say why this is, but I find it very untrustworthy.

Love rainbow connection. Bought so much and been bought so much from them ,never had a problem often arrives earlier than expected. Some amazing indie brands a and my go to online shop for nail polishes.

Very impressed with the range of hard to find, cruelty-free, polishes. Delivery was earlier than I expected, which I was very happy about. Delighted with my purchases. Will definitely shop from Rainbow Connection again.

Bought 2 magnetic nail polishes and neither of them work! I have used other magnetic nail polishes and had no issues. These polishes were both expensive considering

I have been buying from this company for over a year or so, normally I've had no issues.

Last time I ordered from them, I ordered a few nail polishes and chose Next Day delivery paying £8.50. After that a few hours later I realised they had a colour I initially wanted and thought they were sold out, so I made another order and just asked for this to be sent via Royal Mail.

I get an email advising they sent the first order out via DPD. I was not provided with the tracking number at all, so I just assumed I was going to get it next day. Next day I look out for my order, nothing turns up so I emailed asking for tracking number and any more information if they had it. I was advised that DPD picked up orders the day before earlier than normal and my stuff wasn't packaged at the time so wasn't picked up. So I paid £8.50 for not actually getting my package next day. Whilst I understood that it wasn't their fault, I did mention I should at least get a partial refund for the delivery fee as it was not delivered next day.

I did get a partial refund of £3, however they then changed my delivery to be through Royal Mail and I had not asked for them to do this, so I advised that I would still like DPD to deliver my first order. They swapped it back for me. I then get my order and I have seen they have put BOTH orders in one parcel and sent it off via DPD. So I paid both £8.50 for the first order for Next Day delivery, which wasn't delivered next day and only got £3 refund back. I also paid £4.50 for Royal Mail to deliver the second order. So in total paid £13 for delivery. I had to email them saying I wasn't happy with this, I felt I was getting ripped off and whilst I did appreciate they put both orders in one parcel, they could have at least given more of a refund on delivery instead of taking so much money from me.

My last email was:

"Hi,

I'm sorry but I cannot just let this go, I am extremely unhappy.

I ordered the first load of nail polishes on Friday for a next day delivery to be sent the following week when you returned and paid £8.50 for this. I then ordered one more thing the following day and chose standard delivery at £4.50.

You chose to put both orders together to send out as next day delivery, however I did not get this next day. I did not ask you to do this. You could have let me know you'd sent it as one order and given me the £4.50 back however you just chose to keep the money for yourselves.

Now I did not get it next day delivery, whether it was your fault or not is irrelevant. Your website states NEXT DAY DELIVERY it DOES NOT state 1-2 days delivery otherwise I wouldn't have made it an issue.

Giving me just £3 refund when you 1) chose to put both orders together on the next day delivery charge and 2) not actually sending it out next day is a slap in the face.

I would like my £4.50 refunded of the delivery fee from the second order I made as you sent it all out as one whole order without consulting me first.

I'm really not trying to be a Karen here but it's hard for me to just let you take the p*** out of me from my money. It's poor customer service as well. "

I got another refund of £4.45 (5p less than I asked which I felt was very petty).

Last week I got some birthday money so I thought I would treat myself to some nail polishes as they had new ones in I really liked. The moment I put my order through, I got an email immediately telling me they cancelled my order as they think I am fraudulent.

So they had one bad little experience with a customer (I wasn't ever nasty either, I never insulted them or was rude as hell, I was honest and told them how I felt) and I get blacklisted for it - not to mention it's defamation of my character. I am not fraudulent.

I have asked why they have done this, but they did not respond. I have since seen that I have not had a refund from them, the payment has gone out of my bank. They were happy to respond immediately with proof they did refund, so this I will contact my bank about however not responding to my query of why they blacklisted me is really poor of them and also shows bad customer service.

I would not recommend trading with this business, if you ever run into issues they could blacklist you for no good reason.

I love this shop - awesome range of indie polishes, I love the range of ILNP colours. The customer service is excellent, very quick to respond to queries. Really fast shipping too! Will probably be my go-to place for future polish orders, can't wait to try more colours and brands - love that I can get the Glisten & Glow topcoat from here too

Kind, prompt communication. My address auto fill forgot to add my flat number and Annette sorted it out for me super quickly.

In addition to great polish selection, their customer service goes above and beyond.
I made two orders on two back-to-back days and realised I accidentally ordered the same polish twice. They very kindly cancelled the duplicate polish from my order and joined my orders together so I saved the cost of shipping.
Selection is unparalleled and unique, give good descriptions of colours and show images on the polish applied on nails to help make an informed choice.

I use this company A LOT. Annette will try and source a polish for me if she can, she states how long it will be before shipping starts, so you know if you preorder something, when it's likely to arrive. The choice of stock is fantastic, as many indie polishes are from America and shipping is very expensive from there. Annette lets me add to my orders, A LOT, which many companies don't. There is no other company in the UK like this. Annette answers all my emails really quickly, of which I do send loads.
I'm surprised by some of the reviews tbh.

Ordered on 25/6 It’s now 6/7 and nothing.
Just an order acknowledgment then silence!

I love Rainbow Connection! So many good brands and the customer service is excellent. Never had any problems with an order,and I have done quite a few during the past years. Fast shipping well packed parcels. Easy resolving any of my many "I forgot " this and that.Very fast to respond to emails and messages.The website is easy to use and very informative.In my opinion is 5 stars to little, Anette at RC should have 10⭐

Hi good morning ,I received an item ,that I absolutely love ,I need to reorder some more in the exact item,but not seeing it ,can anyone help me to get back the item what is the procedure to reorder, thanks in

Everything on this website is perfect.. Great choice of colours and very speedy delivery. would definitely recommend.

I am a customer on this website since 2018 and I had never any issue with any orders or customer service - even more, my requests were pretty much always accepted and sometimes even combined to save me some shipping fees.
The listings on the website clearly state if the item is a pre-order or a polish is in stock and ready to ship. It never took me longer than a week to get my in-stock polish order.
The prices might not be the cheapest but understandable for me - most of the brands stocked there are handmade products done with expensive ingredients.
I highly recommend joining the FB group for discounts, early previews and additional shipping info. The community is also very lovely.
Overall I recommend making a small order with this website, I never got disappointed with what I got.