Cult BeautyReviews 78

Worst customer service ever. Ordered a package in mid-February which PostNord lost and confirmed this immediately. I got to be the middleman between CultBeauty and PostNord. CultBeauty demanded lots of proof that it had been lost by PostNord instead of contacting them themselves. It took ONE month until I got my money back and in the end they offered 5 € as compensation. In addition, they promised to respond 24-48 hours but usually heard from me up to three days later when I chased it. Really really disappointed.

Avoid them. They refuse to give me a refund, although they see on track and trace number that my package is still in the UK. I have been trying to solve this issue with them for over a month and they refuse to cooperate.

I ordered the advent calendar and loved it and it also arrived on time unlike feelunique...
They also delivered with royal mail who I prefer and the customer service was also great and I'm quite happy with the product I got.

I received an order from Cult that was not only missing 4 items but also contained 2 damaged ones. Let alone I had paid shipping and customs on an incorrect order total, they were absolutely awful about remedying the situation. They made me sign a legal document that said I was being honest about what happened, pictures, multiple messages with customer service. In the end they didn't replace anything and only partially refunded me for the items. I should've noticed the red flag that you cannot call them and the live chat is always disabled. Awful customer service!

Did not received item
Did not received one ordered item. One order has been separate in two parcels second was empty (with extra sample and magazine) But had to pay extra charges per parcel as country law.

Not happy with the services.

Open issue with order with Cults beauty.
Received an email about investigation.

As per investigation they want to credit me 5£ :))
While item that they did not placed cost almost 19£ and fees for the empty parcel cost me another 7£. Great customer service. Thank you

If I could put 0 stars I would do.

I ordered the Cult Beauty advent calendar when it was released on 14 October and have yet to receive it. The estimated delivery date was 16-17 October, but the Hermes tracking information stopped updating on 16 October 2021.

I contacted the customer service team on 18 October and was advised on 19 October that this was being investigated and I would receive a further update/resolution in 3-5 working days. I didnt. So, I chased this up on 27 October and was further advised to wait to be contacted via email as this was still being looked into.

It's not reasonable to ask a customer who's account has been debited over £200 to just wait to be contacted, so I asked for more information as to what is going on with my order and was further advised that they needed to raise this with the financial team and again wait to be contacted via email.

I can't understand why I can't be provided with an sufficient explanation? So, I queried this yet again with customer services and was then told it's actually been passed across to the courier team to investigate.

It's disgusting to be kept in the dark as to what is going on with my order. I was really excited to order this and now I wish that I hadnt bothered.

I will never use Cult Beauty again!

CULT BEAUTY WHAT IS GOING ON WITH YOUR CUSTOMER SERVICE‼?…
Since they've been taken over by the Hut Group. They're customer service is non existent. I've been a customer of theirs for years. And they have gone completely southbound.
We all, sadly come across issues with online retailers one time or another.
HOWEVER, judging from previous reviews this seems to be quite a concerning pattern. With reference to dealing with refunds.
I ordered a Advent Calendar £215.00 And YES. You've guessed it. I didn't receive it.
After endless messaging ( because they no longer take phone calls anymore).
AND PROVIDING THEM WITH SUFFICIENT EVIDENCE OF THE PROBLEM AND OF NON RECEIPT OF GOODS.
They're response is. I'm looking into this, with a good bit of patronising we're sorry your disappointed, thrown in.
AFTER ENDLESS REPEATING YOURSELF EXPLAINING THE SAME PROBLEM.
‼ I HAVE NOW REPORTED THIS ISSUE TO ACTION FRAUD ‼
It's not what I wanted to do,
HOWEVER, continuous DELAYING TACTICS. OF NOT RESOLVING THE PROBLEM. AND TAKING MONEY FOR ITEMS NOT RECEIVED. THAT IS FRAUD
In an ideal world. I wanted it to be resolved in a PROFESSIONAL MANNER.

Hermes carelessly left my parcel on my front door without being authorised to do that. The parcel got Stolen- surprise surprise. Driver did let me know that he will deliver after he actually did so no chance to re schedule. Hermes responded to my email apologising and letting me know the next steps- cult beauty to re send the parcel and claim refund from them. BUT after aprox 10 emails and reaching out on all available platforms there is NO response from Cult beauty customer service…. Really sad as I liked ordering from them in the past.

UPDATE,, I am sorry that you did not receive part of your order.

Unfortunately I cannot issue a replacement as there is not shipment/tracking number.

I am more than happy to offer a £5 credit of Goodwill. ‘' IS THIS A JOKE? I have provided all tracking details- they have recently changed the website so it's total mess

Disappointing service compared to other beauty stores.
After a huge overnight reaction to an expensive cream I bought, I was asked a myriad of questions before they agreed to refund me.
The usual,"are you sure it isn't you?" instead of taking the customer at her word.
And to add insult to facial injury, the returned package has apparently never been received.
I have no proof because unfortunately, Cult Beauty does not provide a QR code or other form of code that can be scanned, hence the post office was unable to scan and print out a proof of return.
Instead you have to write out the Freepost label yourself.
So, for anybody wanting to make use of their returns promise, you'd be better off going with another business. I am out of pocket because their process is somewhat archaic and leaves all the risk with the customer.
It is also unfortunate that when I asked them to remove all my details as I no longer wanted to be their customer, they jumped at the chance. A better customer services response would have been to have someone more senior reach out to me.
Moral to the story - buy from Cult Beauty at your own risk.

What happened to Cult Beauty's customer service this year? Did you employ new people? If so, I highly recommend looking into them, as they're costing your company business - unless you don't need it?

The arrogance; refusal to accept responsibility for errors!
My latest order was cancelled by Rocio, with no follow up email explaining the reason... I had to email them to find out why.
My order was cancelled because I already ordered the maximum amount of this product 8 days (1 week and 1 day) ago - that's why Rocio unjustly cancelled my order.
Meanwhile another customer care consultant (Wonu) told me "we allow customers to order this maximum amount no more than once a week."
So which one is it, does it depend on what your mood is like for the day?
Last I checked 8 days = a week ago, for anyone who can do simple math and read a calendar.

There's evidently some cluelessness happening amongst these consultants

I am incredibly disappointed. I am visiting the Netherlands and ordered a gift for my friend, and I let them ship it to my sister in the Netherlands as I was not sure it would make it in time for my departure.

I was tracking the package when I noticed that it had been stuck in the distribution centre for six days, which seemed odd to me. I often order from the UK to Germany and never had this happened. I was not so much bothered with the later delivery as I had planned this in, but when I sent Cult Beauty an email, they brushed it off as "normal", "they had seen it before", and "everything was fine".

They also mentioned that my order was still within the delivery timeframe (5-15 business days). It would be great if they can update their website information, as it is stated that their standard delivery is between 2-8 business days https://www.cultbeauty.co.uk/help-centre/shipping-and-returns

End of story: Monday I checked again, and it stated that my package was delivered... well, no one received anything. I sent them an email to inform them, and I told them that no one had received anything, that we asked the neighbours, checked the mailbox (there was no slip from the transport company that we were not home and it was delivered somewhere else). I also mentioned that now time was becoming an issue, and it would be great if they could help out before I had to go back to Germany.

They responded that I needed to confirm pretty much everything that I had mentioned already in my first email. I have to print everything out and sign with a pen - I am visiting, have no access to a printer, will leave soon - and paid for a gift that I probably will not be able to hand over personally. Which really sucks.

I would recommend Cult Beauty to get their customer service right. If you or your transport company fails to deliver something, and honestly: I did give a heads up that there was something off already, your client should not be the one running the extra mile. It should be you.

No, I don't want my money back, no I will not order anything ever again from them, and yes, I would discourage anyone to spend money here. Find a business that values you as a customer and spend your money there. Meanwhile I have been doing some research and there are other companies selling (and delivering to Europe) that pretty much sell the same products - I am not sharing the name here as I don't want any suspicion that this review is fake. Google it, and try it at another company, it might save you some peace of mind (and money reading some other reviews).

So frustrating and don't bother wasting hours in your life buying from this company. Every time I tried to make a purchase i received an email saying it could not process the order, i tried with my details and then my husbands! I spoke to the team and they weren't able to help. Will not recommend shopping from this site!

I love love their customer service. They resolved every query of mine with patience and fast. Cult Beauty is now my go to website

Seems like a great website with great product options and prices but I wasn't able to make my purchase.

I tried making the order 10 times over the course of a week. Each time my order would go through on the website, I would be given a 'thank you' message and an order number before 5 mins late being sent an email saying that they are unable to process your Cult Beauty Order. I tried contacting support but they told me to make the order again with the right information. They also suggested I cleared my browsing data, I did both but still had the same issue.

After the 10th time some of the products I wanted to order had sold out anyway so I gave up. Wasted hours of my life.