Troya Beauty

If I could give 0 I would. I've ordered an item from Troya Beauty on the 26th or 27th of October 2025. Was apparently shipped on the 28/10/25 . It is 17/11/25 and I'm still waiting. Tracking number is still saying "Label created by sender " since last month. Getting an answer through email is a nightmare. You might get a reply after 2 or 3 days if… Read more

you're lucky with no answers to your actually questions other then we look into it or rest assure we will find out etc.. I was offered another item for free which was never sent as a token of good will. I was told twice that the item is in transit but who knows how they getting this info from since the tracking still only shows Label created by sender. I'm warning others if you want to purchase something from this place beware you might not get it. Unfortunately it's time to take this further as this place seems like a [Content Removed].

I have been buying products from Troya Beauty for years now because they are customer centric focussed and go above and beyond to ensure their prices are competitive with other companies and that their customers are highly satisfied. I highly recommended the Bonded Keratin Mending Treatment Duo pack, fantastic product that reduces frizz and relaxes your curl! Great work Troya Beauty Show details

My last order took time in coming so I sent an email voicing my concern, I received a prompt reply from Sara which was greatly appreciated. My order was tracked and received a few days later. The quick response and follow up to my email was 100%. Thank you so much to the team…Highly professional Cheers Lorraine

I ordered a lot of products for my first order and then I got scammed emails but they were never from Troya beauty regarding my parcel being lost and thank goodness for Harvey calling me I remember on a Sunday night after he had received my emails and confirmed it definitely wasn’t them. Because Monday morning I was going to ring the bank and… Read more

cancel my order. So Harvey and I discussed the products I ordered and said he would express ship them to me in 2 days and I received them in 2 days. They are a honest business and their pricing is cheaper than the shops for the same product so I was very happy. I’ll be purchasing again as I’m always on the lookout of how I can repair my damaged hair and Troya products are so reasonable prices and they are so honest and the customer service I received was above and beyond. Than you for your service and support.

Buyer beware! DO NOT order from Troya Beauty. I ordered Nak Shampoo & Conditioner over 4 weeks ago and have been continuously messed around since with excuses of no stock, promises to send without following through and delayed responses to my emails. The last response was they were going to send part of my order right away plus a refund 6 days ago… Read more

and still nothing. This is the first time I truly feel like I have been [Content Removed] of my money and I am so disappointed. Do not recommend at all.

BEWARE! Do not ship, do not communicate except for some generic AI excuse. I’m still waiting for products 3 weeks later when they said they were in stock, then said there was a delay, they when questioned said they had a manager looking into it for me and now crickets. Looks like I’ll also be going to the ACCC with everyone else

Absolutely shocking delivery time. I might as well have gone to the shops and bought it myself (I wish I had). Troya has messaged me a couple of times after I queried, but they are just leading me along. "oh, we're sorry I'll check it out", "oh we're sorry, how soon do you need this?" Well I've waited more than a week and I've run out of the… Read more

product so I needed it yesterday!! "oh, it's on it's way", but when you check the tracking, it a label has been created with no movement at all. "oh, it's been shipped but your tracking doesn't seem to be working at the moment". Just lies. I vow never to purchase from this shop again.

I’ve been a loyal customer of Bonded Hair Care for 4 years, and I couldn’t be happier with the results. The products are exceptional - leaving my hair healthy, strong, and nourished every single time. On top of that, their shipping is impressively fast and reliable. After years of consistent use, I can confidently say Bonded Hair Care is a brand… Read more ·  1

that truly delivers on quality and service. Highly recommend to anyone who wants to elevate their hair care routine!

I've been using Bonded shampoo and leave in treatment for over 4 years now. I've always ordered through Troya Beauty and have had the best customer service. Love the product and service is always great!!

Service was prompt and efficient. Products were suitable for my hair type. Fragrance of products was most appealing. Sometimes desired products were out of stock.

Updated Review – 3 Stars My experience with Troya Beauty started off quite poorly. I placed an order on June 18, and after receiving confirmation that a shipping label had been created on June 23, there was no further movement. I had to follow up multiple times just to get updates, and was met with generic responses and vague explanations about… Read more

high order volumes. Eventually, I was told the parcel may not have even been scanned and could be sitting at a local post office untracked — which, frankly, was incredibly disappointing given the brand’s premium image and messaging.

That said, I do want to acknowledge the effort made to resolve things. The owner personally called me, offered a sincere apology, and arranged for a free product as compensation. I genuinely appreciated that gesture — it showed a level of accountability and customer care that helped rebuild some trust.

While the situation was frustrating — especially since it was meant to be a birthday gift — the personal follow-up and compensation went a long way. I’m updating my review to 3 stars to reflect that. I do hope Troya Beauty continues to improve its logistics and communication, because the customer experience should never come down to how persistent the buyer is.

I'm updating my review following a delay in receiving my order, which was due to a supplier issue. This was my second purchase from Troya, and I was genuinely impressed when Harvey, the owner, personally called to apologise for the delay. It's rare to see business owners take the time to follow up directly with customers—especially in response to… Read more ·  1

negative reviews that can significantly affect family-run small businesses. His call showed a genuine commitment to customer service and left a lasting positive impression. Thank you Harvey. I know that you did all you could during this time. I love supporting Australian based small businesses and I will once again TRUST to order from Troya again. I know that you're genuine and it's so easy to leave negative reviews but I'm writing to say to anyone reading this review, you can trust this site is real and that you're supporting an Australian based family business. They're competitive on price and have outstanding customer service.

Updating my previous review for the products which I ordered at the beginning of June and they still haven't arrived. I have had a phone call from a co-owner Harvey to have a chat about my experience which up till now was a bit disappointing to say the least Harvey has now refunded the full amount of my order and resent the order at no cost as my… Read more ·  1

order has gone missing in transit. Hopefully this will now arrive in a timeless manner for me to take away the products on holiday and to trial the new product which replaces the one that unfortunately is now out of stock I have to say that this has totally changed my opinion of the company which is a small family owned business in Sydney not too far away from where I live to. One of very disappointing to exceptional customer service has been amazing follow-up phone calls and process. I don't think you would find many that would do what Harvey has done my appreciation and thanks. Go to Sara and Harvey for communications and follow-up to a very satisfactory outcome. Thanks guys much appreciated

I ordered CPR shampoo and conditioner from Troya Beauty and couldn't be happier. My hair feels thicker and healthier, shiny and I also have received compliments. Highly recommend Troya Beauty, great price for a high quality product. Fast delivery and great customer service Show details ·  1

I will never shop with these people again, a free gift the next time could never entice me. It took three weeks for some shampoo to come within the Sydney area. It was ridiculous and I know I’m not the only person this has happened to. Only got my products when I followed up with them twice

Products easily found and simple to purchase. Good range of professional standard products. Delivery reasonably speedy (about 10 days from ordering) and easily tracked.

I really wanted to support a small Australian business, but my experience with Troya Beauty has been — and continues to be — frustrating and disappointing. I ordered a 150ml K18 product on 30 May 2025 and paid $129. It was listed as in stock, and I received confirmation. A few days later, they emailed to say there was a backlog — which I… Read more

understood. But then they said the product wasn’t actually available at all, blaming a software glitch for showing incorrect stock.

They offered a refund, store credit, or a different product, but I asked for what I paid for. I suggested they send me the equivalent in 15ml bottles — which were still available for purchase on their website. They claimed there was only one left, yet I could still add 10 to my cart and proceed to checkout — so that clearly wasn’t true.

When I asked them to source the product from the official K18 Australia website, where it was in stock, they refused. Instead, they told me that if I still wanted it, I’d have to wait indefinitely until their supplier restocked — with no timeframe and no guarantee.

I’ve followed up multiple times, and they’ve now stopped responding altogether. As of today, they still have my money, haven’t delivered the product, haven’t provided a proper solution, and haven’t communicated since 12 June.

When I looked into it further, I saw I’m not alone — there are many reviews describing similar experiences, where people paid and received nothing. I also noticed their ABN isn’t listed anywhere — not in their emails, website, or invoices — which businesses are legally required to display in Australia.

If you're in Queensland and something similar happens to you, you can make a complaint with: Office of Fair Trading (QLD): https://portal.lgft.justice.qld.gov.au ACCC: https://www.accc.gov.au/about-us/contact-us-or-report-an-issue/report-a-consumer-issue

I’ve submitted formal complaints to ACCC and as soon as I receive a reply, I will report it to the Office of Fair Trading. This kind of behaviour can’t be overlooked. It harms consumers and damages trust in small businesses doing the right thing. Until Troya Beauty becomes transparent and complies with the law, I strongly recommend looking elsewhere.

I find troya beauty to be a great company to deal with. One of my deliveries was quick with no issues, the other has been delayed but the staff keep me posted & are quick to respond to any of my enquiries. I'll definitely keep ordering from them. Show details

Might be a bit cheaper than other online beauty retailers, but it’s not worth the risk! I’ve been waiting 3 weeks for my order that was supposedly in stock when I purchased. Troya have admitted in writing that the items were not available at the time of purchase as they’re experiencing shipment delays from the supplier. Despite asking multiple… Read more

times for the availability info on their website to be updated so other’s don’t have to go through the same inconvenience, all of the products I’ve been told are on back order are still being advertised as being in stock at the time of writing this review. Upon looking at the other negative reviews, it appears they have a habit of selling unavailable items and then giving customers the run around for weeks on end. I have asked for a refund and have just reported the business to the ACCC for false advertising.

Ordered several Dermalogica products as they were cheaper than my normal supplier. Eleven days after I ordered I received an email saying the products were all out of stock and would I like to wait or receive a refund. I opted to receive a refund as I really needed the products and did not wish to wait any more weeks. I did receive a refund… Read more

promptly but will not be ordering from here again. I will be happy to pay the extra and order from my normal supplier next time as I know they will arrive & arrive promptly. Edit - Apparently it was not their fault - supplier issues due to relocation - thanks for the update Troya

Keep coming back – I absolutely love the Nak Hair products I get from Troya beauty. I also love the bonded product as it takes all of the frizz out of my normally messy hair. My haor has never felt so soft and looked so schmick in all my life. Thanks Troya Beauty. Show details

Troya Beauty – I recently ordered from Troya Beauty and have never experienced such wonderful customer service, it is truly gold standard! Their prices are very competitive and the experience was amazing! I will be going straight to their website from now on for my beauty needs. Highly recommend Troya Beauty! Show details

Stellar Customer Service!!! – With my usual item being out of stock with my usual provider, I decided to purchase it with Troya Beauty for the first time as they had it in stock. My product got lost?/delayed?/never arrived. After dealing with Sara and Harvey on several occasions, I was offered the option of cancelling and obtaining a refund. As I was still hoping for it to… Read more

arrive - admittedly very delayed - to my absolute surprise I received a replacement item and complimentary little sample gifts due to the delay without even needing to ask for a replacement to be sent!!!. I was honestly blown away!!! This is the most amazing customer service I have experienced - Thank you so so much for your stellar service!! Excellent customer service is a dying art, and you have just restored my faith that all is not lost out there!!

Stellar Customer Service!!! – With my usual item being out of stock with my usual provider, I decided to purchase it with Troya Beauty for the first time as they had it in stock. My product got lost?/delayed?/never arrived. After dealing with Sara and Harvey on several occasions, I was offered the option of cancelling and obtaining a refund. As I was still hoping for it to… Read more

arrive - admittedly very delayed - to my absolute surprise I received a replacement item and complimentary little sample gifts due to the delay without even needing to ask for a replacement to be sent!!!. I was honestly blown away!!! This is the most amazing customer service I have experienced - Thank you so so much for your stellar service!! Excellent customer service is a dying art, and you have just restored my faith that all is not lost out there!!