EscentualReviews 24

A really unpleasant company to deal with. They do not respond to issues and come back with inaccurate replies
Most of all the CEO. I know people who have worked with the company and they are ruthless and unpleasant. You're lucky if you don't have to deal with them.

Purchased a gift set - Eau de parfum, shower gel and travel size Eau de parfum from Givenchy. The set is not wrap sealed, the bottle smells of perfume; as the bottle is black there is no way of telling how much perfume was used. It was meant to be a birthday gift. Customer service are useless.

They've caused an unnecessary problem with VAT. When contacted, they claimed it was part of their policy, and refused to do anything. This policy wasn't disclosed at the site, and the first customer service representatives weren't aware of it. Whatever the reason was, their actions were bothersome and I will not trust them again.
It was also not very well packaged.

It is Nikki again:)
I purchase a Dior lipstick from the website. The batch code is 7X01. I checked to find out that this was produced in 2019.
When I asked for a refund, Escentual insisted that I return the item. I find this extremely dubious; Escentual is obviously hoping to resell the item to another unsuspicious customer who won't check the batch code at all.
They also insisted that cosmetics that last more than 3 years don't need to have an expiration date printed. However, there is obviously an upper limit. If the product is 5 years old, no sane person will use it.

Does anyone want to buy this 5 year-old lipstick for 20 pound from me? If no, then why does anyone want to buy it from Escentual? Although I can get my money back, I view it as morally bad to return the item to Escentual for resale. A legitimate company should tell me to destroy the product instead.

I was sceptical prior to ordering my item (there was a stock issue with what I was looking for and so I was delighted yet surprised to see this company had it.)
It did not arrive.
I was told that Royal Mail had supposedly delivered it (no proof) and so no refund.
I feel completely played. What a fool I was.
I may as well put thirty pounds straight into the bin :(

I ordered a body lotion from this site as their prices were the cheapest around, placed the order and it was promptly delivered two days later. I was e mailed when they received my order and kept up to date with when it was dispatched then the time of delivery. No delivery charge and exceptional prices and service so will not hesitate to purchase again.

Order a bottle of £85 aftershave, delivery took a full week and the packaging was very poor for an item of this price. Very disappointed, wheres the wow factor and customer experience to make us return

The order arrived extremely quick, it was well wrapped and I really appriciated the samples and nail file that came with my order. Thank you, will order again for sure.

I ordered a perfume gift set. It arrived well packaged and on time, they even included a small perfume sample which was a nice touch. I'd use Escentual again.

Apalling.

I ordered an Estee Lauder perfume gift set. The price was comparable to elsewhere but I chose to order through Escentual due to there being a free 'facial set'.
It came but the free gift wasn't included. I've since had an email exchange with Nikki in customer services who said that there is video of it being packaged, and in other words I must be lying about it!
I have asked for a return out of principle, but received a generic reply.
I am afraid to return the item, as I don't know if I will receive a refund, given their apalling attitude.
Would not go near this company again and I would suggest thinking very carefully about purchasing from them.

This is how you get the delivery of 800 pounds worth of cosmetics. Out of 20 pcs I just got 8 and the customer service refused to help me and denied that even this was the box which they send to me. The label clearly put on the last taping that was done. It cant be me because I don't have access to it. I contacted within the next 15 minutes when I got delivery. The customer care supervisor Nikki contradicts her ownself what she wrote in her first email in the second one. Its one of the worst experiences you will have with anyone. STAY AWAY SAVE YOUR MONEY

I ordered some face products, i like they have a wide range of brands and products. I liked the fact they had all i needed except 1 cream, but that's ok. The products were packaged so well like even if you drop that it was no way they could brake. I do give 4 stars because of the time of delivery. I placed the order on a sunday, royal mail received it on a tuesday and i received it the next tuesday.
+ i got a little present (the nail file) :D

I came across Escentual after trying to find my usual face stuff out of stock everywhere else, I was a bit weary as not only had I never used them, I'd never heard of them! I personally wouldn't say it's a 'pathetic business' as another reviewer has mentioned. I paid for next day delivery and that is exactly what I got, I was impressed given we're currently in lockdown. All my products arrived perfectly. I would highly recommend this company! I will be buying again very soon! I received a free nail file too, bonus.

I reviewed two items purchased from Escentual in October, 2018 - Avene Men's After Shave Balm & Avene Men's Shaving Foam - these two products are not great and do not justify cost. Escentual makes good money from this brand, hence decided not to publish. Almost same review I wrote on a moisturising stick (lips) - but it was published. It is clear Escentual does not respect honest, genuine review. The excuse that review did not meet their guidelines for posting on their site was ludicrous because the logic was not applied on the review of the cheaper product and got published.
I still have nothing against Escentual as a seller - they are very good, but I do not like their dishonest business and marketing strategy.

Escentual customer service is very rude and unprofessional and in their e mail I have felt like they where implying that I am stupid when I did not agree with they way of resolving issues. When I have asked for refund they didn't bother to inform me in any way that the cream has been refunded.
Customers of escentual if you receive damaged product they will ask you to send it back (if it get lost in mail you loose your money because the are not responsible for lost goods) and when they receive it eventually they will send you another product so generally it is quite long process and hassle before you receive it. Very bad company, I regret that I ever found this Web site.

It is a time for a rant about a poor customer service. I have a friend coming from UK to visit me next week so I thought it was a perfect opportunity to treat myself to new perfumes. I had placed an order with escentual.com to be shipped to UK address. I received an email telling me that nothing to worry but the payment is pending for review and if anything is needed, they will be in touch. They do have a policy online for pending payments where they say that should they have a question, they will be in touch otherwise not to worry. But I did not wait and wrote to escentual offering to provide any info if they need. In return I got an email from them saying that my order is cancelled without ANY explanation or any question made. I made 2 international calls in attempt to clarify whatever questions but they said that my billing info didn't match my card. I have sent to them the proof of my bank account where the money are reserved for the payment to them showing that all the details are correct otherwise it would not show up on my account. They just kept on being rude, short and said no, the order is cancelled, they cant help and hanged on me(!). No sorry, no apologies for messing with your money, no intent to find a solution. NADA. So I am left with an order that is for no reason cancelled, the trader who is not compliant with their own policies, and the bank account that froze my payment for the next 5 working days which means I cannot go and offer my business to another trader that wants to be 300GBP richer. I said to Escentual that they made impossible for me to continue to be their customer. To be honest this mistreatment, unwillingness to correct their mistake and my lost opportunity to get the perfume I really wanted made me upset. So I looked up the Consumer Rights in UK and filed the complaint. Clearly they keep on ignoring my emails and I really really do not get how they plan to do business when they reject the money that the customer tried its best to give their business.