Cult BeautyReviews 78

I ordered 1 month ago for about 100 euros but unfortunately my order never arrived. It seems the courier handling the order lost it the moment it was handed over to them. I have been in contact with their customer service for more than 2 weeks now and nothing - they are absolutely USELESS. They keep telling me to wait "another 3 working days", but it's now been at least 10 working days and still, they refuse to process a refund because the "order may still arrive". It has now gotten to the point where the track and trace code doesn't even work anymore.

Horrible customer service, the order that never arrived and hours waisted on phone calls and emails! If you want to be left without gifts for holidays- this is a service to use. I wouldn't recommend it to anyone!

Horrible experience! Everything might go well when you just order things, but if you you want to return items and need a refund then it gets really really bad. I returned two items in the end of November. After that I have contacted their chat reps for MANY times. All I get is apologies and promises I will get my refund soon. Nothing happens. And conveniently the "finance team" which makes the processing of refunds is not to be communicated with.
It seems I have lost 150€. Cannot believe how this kind of company is still in business.

I placed the order on 5th of October and was waiting for it for 1 month, but never arrived! Then I requested for refund (about 300 aed) so I received the email from them that its been processed and take 10 days... Those money never back to my account so I wrote them in Instagram and they mentioned that they send my request to finance team and update me once receive an answer from them. After 2 weeks again I texted them, but as a robot they started to ask my details again. Their live chat stopped working and there is no proper communication. DO NOT ORDER FROM THEM, YOU NEVER SEE ITEM AND LOOSE THE MONEY! ITS 3RD MONTHS IM TRYING TO GET MY MONEY BACK AND SEEMS THERE IS NO CHANCE!

DO NOT ORDER FROM THIS WEBSITE. I placed an order with them and never received it. They said that it was reshipped but conveniently it was never shipped either. They will not refund your money even if you don't receive your products.

Ordered a product & didn't get any shipment update 3 weeks late however they had no issue taking my money.

After multiple messages of them avoiding answering where my package was they issued me a refund.

I never received an item and their contact on website doesn't work. Despite telling them this they refuse to provide an email i can contact

I had a terrible experience with this website. Ordered for the first time 2 weeks ago, spent over £80, and still don't have my order. This company is a scam and you shouldn't buy from them. I contacted customer service and the service received was appalling, they didn't seem to care if I had my products or not and never gave me any sort of solution

What a disappointment of a company... If you have problems with your order or you need a refund then brace yourself with a lot of patience and be ready to get super frustrated. I placed an order a month ago and got in touch for a refund. They told me that will be processed in 48 h... 1 month later and 20 messages later and the refund is still not there. Avoid this company. I know they have a good selection of products but you can find different websites that will have the same and at the same time respect for their customers

Charged me twice for an order I never received and have been absolutely no help in refunding the money they have incorrectly taken from my account. Keep repeating they are investigating and that's it. Said they were looking into it for the last month and like other reviewers have said they drag their feet and do not reach any resolution. Avoid this company if you don't want to be fraudulently charged incorrect sums of money and then even worse not refunded.

I ordered an item for click and collect but the retailer refused delivery. Cult Beauty did not believe me even though I said the same thing to them 101 times only to get a generic reply. Evri didn't return the item to CB and marked it as delivered to neighbour.

I told them multiple times to check the delivery address was the Newsagent and not me.

In the end they refunded me and closed my account Very poor customer service

My absolute favorite online shop (level 3 customer) but please, please do something about your customer service. There is no live chat (it exists but it's ALWAYS greyed out, unavailable) and the messages via the app get replied to in a day or two, always by different agents who, in my experience, almost never check what's been discussed in the thread.
When I last left a review on here I got a reply saying I will be contacted to discuss my experience. That never happened. Disappointing.
It is unprofessional and unworthy of a company of your caliber.
Very pleased with everything else but something has to be done about the customer service so won't award more than a star until that happens.

My order has not been received. I am being fobbed off by terrible customer service, who do not read messages or respond accordingly. Had I not received goods from them previously I would have thought that I was being scammed. I am starting to wonder if the delay tactics are because the Company is about to go under.

I ordered over £200 worth of goods, and one of them (Nudestix) arrived damaged - no packaging, no sharpener, and looks like it has been used. I notified the customer service immediately and returned it for a replacement. Well, it has been a month and no replacement yet. I think the replies I am getting to my messages are generated by a chatbot. Avoid!

I have ordered products worth 240 euro. They never arrived. When I asked for the status and a request to send the package again, they replied that they issue a refund in 4-5 workind days. I have written 5 more emails, the chatbots replied the same. Thankfully I paid via Paypal, so by raising the complaint, I will probably get back my money. But never again. What a s*tty company to treat their consumers like this.

I had ordered from cult beauty for the first time. They took forever to dispatch the order. It still hasn't. Their system allowed me to cancel yet their team would provide mixed messages. They charged my account but I have no product or details on dispatch. Useless! Save yourself the headache. Don't order!

Quite simply, the worst customer after care. £400 + LED mask broken and no one able to assist. Buy elsewhere!

Just a word of warning, be careful with the "sales/promotions/savings" on their website.

I ordered the Glow Recipe Glow Getter kit which included a Toner and Moisturiser, promoted at £44 (35% saving).

The product information on what size/ml wasn't listed (I only had photo to go off), so I contacted customer service to verify. The person on chat told me the Toner was 40ml and Moisturiser was 60ml.
I checked the individual price of these items on their site and the cost was listed as £14 Toner 40ml and £36 Moisturiser 60ml. So to purchase them normally would have been £50.
So applying the "promotion" the saving was £6. Which is 12%… not 35%.

After many times contacting customer service and trying get someone to explain why the item product was smaller sized and not the promoted discount (and to have them understand where I was coming from), they advised that the promotion was for the items I received, it included £6 discount and a bag. (The said bag is a plastic, cheap looking item that in the price = £12! Which costs more than the toner!)

I my opinion, the package is a rip off. I would really have just preferred to get sent both items in their largest size and not have this bag.
(Please note that the cost of both items in their large size purchased together, would have equalled £67. So with discount of 35%, it would have been the promoted £44. This is what I thought I would have been receiving and was keen to purchase and why I kept asking them to verify the size to make sure. I was not trying to just get larger sizes for no reason)
So I am now sending back and getting refund, because as I said the deal is just not worth it.

The customer service team were polite, but the impression I received was that they didn't really want to have to deal with me after they said what I received was right and it wasn't changing. I was offered a £5 credit for the inconvenience, but I don't believe this helped the rectify anything. As I said, I would have preferred the product and this was my first time using the site so I don't know if I will want to use their site again. So don't get your hopes up that they will go above and beyond to help you.

So my advice is to make sure you double check that what they promote as a saving or anything is actually worth it.