Cult Beauty Reviews

Name: Cult Beauty
Rating: 1.76

1.8 Rating 330 Reviews

19 %

of reviewers recommend Cult Beauty

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Metrics

1.8

Based on 330 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 50%
Accurate And Undamaged Orders	Greater than 87%
Customer Service
Communication Channels	Email, Telephone

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Cult Beauty 1 star review on 29th September 2023

Anonymous // 01/01/2019

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“Ordered a gift box set, then next day it went on sale with 25% discount. Contacted them to ask if they can refund the difference and they flat out refused. So asked them to cancel the order has it hadn't arrived yet, was told it can't be cancelled because it has been despatched. UK law (the Consumer Contracts Regulations which cover all online sales in the UK) states that a customer can request a FULL REFUND of an order placed online if it has not yet been delivered, even if it has already been despatched. They told me to follow their returns policy which will mean I need to pay for the return. I will therefore just refuse the delivery and request a full refund as I have the right to under UK law. Quite disappointed as this was my first ever order with Cult Beauty and I'd hoped to be a regular customer but instead here I am leaving this review and it's really put me off going back.”

Helpful Report

Posted 11 months ago

“Wonderful products, great value, dreadful customer service I like shopping with Cult Beauty, but their customer support is beyond a joke. A recent order was shipped and received as expected, excellent value and very happy with that. The reward points never got added to my account and support have been useless, they don't even understand how rewards work. I suspect the support company is outsourced and deals with many other clients and seems to have zero knowledge on how to resolve my issue. Numerous replies with clear explanations on my part including a screenshot to show them what my rewards points are, it's like living in a surreal ground hog day joke at my expense! I've asked to make a formal complaint and they want to now escalate the issue (for the second time!) and wait another 3 to 5 days for a reply! Cult Beauty, if you do outsource support stop wasting your money, you pay them to solve issues, they are taking you for a ride at the expense of your customers and reputation. If you don't outsource it you need to fire someone!”

Helpful Report

Posted 11 months ago

“I created an account with Cult Beauty and placed an order in excess of £200 (including makeup for my daughter to use for her prom and take to uni with her). Plus I qualified for a free gift because my order was big. When I entered my address the postcode was automatically generated and I did not see that it was incorrect (Cult Beauty fault???). I received a text message from Royal mail as it was a tracked parcel stating it had been paced in a safe place (by front garden bin). It obviously got delivered to incorrect postcode even though my address itself was clearly another city and county (Royal Mail fault??). I arranged for Royal Mail to collect the parcel using tracking number but house occupants said no parcel received and Cult Beauty stated that its not their fault. Lost my order and money I paid for it. Plus headache of worrying about personal details within packaging being in someone else's hands. How can this happen and how can i get my money back and products? To enter my review had to pick number of stars but actually should be zero stars!!!”

Helpful Report

Posted 1 year ago

“I ordered a very large delivery and when I queried why it was late, I received and email that it had been refunded. No offers to assist with trying to send it again. No explanation. The company has really gone downhill since its takeover in 2021. Real shame as was excellent prior to this.”

Helpful Report

Posted 1 year ago

“Ordered an eyeliner, arrived used down to the nub and well worn. Tried to liaise with cult beauty customer service, their advertised live chat is not available and just keep getting standard email requesting batch number. I have sent pictures of item snd box but still going around in circles. I have requested complaints process but still same standard email . I am truly shocked at the appalling customer service, and being sent used products, not worth the risk”

Helpful Report

Posted 1 year ago

“Deceptive advertising, was seeking the Space NK advert calendar. Cult Beauty advert was top result purporting to be Space NK and was only apparent after purchase it was not. No obvious way to cancel order in their emails. edit. Order was canceled less than 10 minutes after order. Cult Beauty follow up 10 hours later to advise that it is too late to cancel the order. I now must wait for parcel to be delivered, print shipping label, and pay for return shipping. Untrustworthy advertising and sales practice followed by sharp and unfriendly aftersales. Stay clear of this business.”

Helpful Report

Posted 1 year ago

“My order has not arrived for 3 months I told them everyday but no one is listening to me and they sent me a location to collect my order And they said you can’t have it because it all cosmetic item and they said call cult beauty to refund your money or deliver it to another country so if this time happens and you will say come collect it I will not collect it and you will refund my money or put my money in the wallet or I will report you.”

Helpful Report

Posted 1 year ago

“Awful customer service. I will not be shopping at cult beauty again! I ordered a foundation, I opened the package as soon as it arrived to see the foundation was green🤢. I contact customer service via live chat hoping they can solve the issue - nothing. I then had to email another department to help with my request then they put me through to another department to send pictures and personal information - no response from them. Will stick to look fantastic in the future. 👋🏾”

Helpful Report

Posted 1 year ago

“I was able to recover my lost funds through the help of an expert I contacted. The process took me only three weeks when I contacted her and she started the process I thought I was being fooled again but believe me just after 12 days and got my money back cuz I followed all her instructions diligently, Contact fastrecoveryagent@ gmail .com”

Helpful Report

Posted 1 year ago

“we have had a terrible experience with this company that caused us financial damage and refused to correct their mistake. We made an order. Cult informed the shipper a WRONG order value which was too high. As a result of CULT's mistake, we were forced to pay customs and forwarding charges simply because of their error. We spent many hours contacting them via many emails and chats. The made our life hell ignoring us, and refusing to remedy their mistake. Terrible customer care. they admit they made a mistake but REFUSE to compensate us for the costs we incurred because of their mistake. endless attempts to get a resolution to THEIR mistake did not materialize and they ignore us and refuse to solve their mistake. we will never order from this bad company again, they cannot be trusted and do not care about their customers. we warn all shoppers to be alert and not risk their money with this terrible company. if they overcharge it is the customers problem and they ignore you and refuse to simply correct the issue. repeated requests to speak with a manager were simply ignored.”

Helpful Report

Posted 1 year ago

“I ordered an expensive item I ordered an expensive item. The delivery has taken forever and it is impossible to talk to anyone, everything is done through Chat or email. It is also impossible to find any information from the courier or to be able to contact them. My item apparently has been with the driver for 4 days now and still nothing.It has taken 2 weeks and still nothing and no updates. I ordered a product directly from the company that i also purchased from Cult beauty and received it within 5 days from the USA, because they used FEDEX and not a cheap option. NEVER buying from this company again. On a side note Adore beauty is amazing and delivers seem less amazing service. Don't bother with these guys.”

Helpful Report

Posted 1 year ago

“Warning, they will take your money, send an empty box and block your account! PLEASE READ THIS! I’ve been a loyal Cult Beauty customer for at least 8 years. Spent thousands, literally, I’d get all my hair/skin/makeup products from them every now and then. Even traveling around the world did not stop me from ordering from them and delivering to Poland/Switzerland/Denmark etc. Anyway, I have recently placed an order worth £200 (it was only 2 products). I was thrilled to bits to receive this package because I’ve ordered an eyelash conditioner (worth £120) which I’ve been needing as my previous one was about to run out. I got back home, opened a package (the box itself WAS NOT DAMAGED) and the eyelash conditioner box was not sealed. I dragged it out of the box and it was empty. I have contacted the customer service straight away and they’ve started their ‘investigation’. I’m next receiving an email from them saying that they are closing their ‘investigation’ as their warehouse are equipped with CCTV and weight scanning technology and there is no way it was a mistake from their end. They were unable to offer a refund or replacement at this time. I thought okay, I have provided you with all the evidence that it wasn’t there when I’ve received it but it’s fine, we will figure it out somehow. HOWEVER, I was shocked when I read the next sentence:   - We have now closed your account and we will not be accepting any further orders from you. Not that they didn’t want to investigate the matter but also blocking me everywhere so I couldn’t reach them was absolutely disgraceful. I honestly could not believe it. It is not about the money for me really, I repeat again, I’ve previously placed orders with them worth more than £600 but this situation has massively offended me and completely blown my top. Terrible customer service. They have obviously decided that one customer like me who didn’t receive their item is not important and can just be erased from their system like I never existed. Unprofessional and unacceptable. Please stay away from this company. ”

Helpful Report

Posted 1 year ago

“Placed an order but tried to cancel ten minutes later but it wasn't working. They then sent the order and said i could return it. i placed a return request and the label generation failed so it said to contact customer service to get a return label (that i paid for). Then they said (after 6 automated responses from people who wouldn't listen) that they can't send me the label and that i should give the courier the parcel showing them my receipt for paying for the label and tell them their address as if the courier would take the parcel with no shipping label? After escalating this to management I was told I had to pay for another label separately myself and that it would be refunded. I ended up paying £7 to return it, they then told me (after they said the refund was processed) that they can't actually refund me for the extra shipping cost i paid because since i returned the parcel they can only refund the order amount and no extra. I also have a picture from the courier of the parcel returned to their warehouse and yet it's been over a week since it's been delivered and they still won't refund me because the warehouse says they don't have it and to wait longer even though there's literally a photo of it in the warehouse. it was a £150 order so i clearly want the refund. lying customer service who half the time don't even read your message and send copy and paste responses. so hard to have a proper conversation with anyone. TERRIBLE”

Helpful Report

Posted 1 year ago

“My experience so far has been absolutely awful! The courier lost my £225 order and I’ve been having to jump through hoops to prove it to them. Endless messages with patronising robot like responses. The tracking clearly shows the order hasn’t moved yet I’m the one having to chase it up. Cult Beauty seems to have no concern for their own poor and cheap choice of courier. As it stands they have £225 of my money and I have nothing to show for it. I just messaged them for an update after submitting a lost item form before the weekend and they’ve just responded like I’m making a brand new query and they’ve never spoken to me before. It’s absolutely appalling and disgusting service. I wish I’d never ordered with them and I would urge everyone to think twice before making a purchase with them. If the courier loses your items they will keep your money and make your life very difficult. They are basically thieves.”

Helpful Report

Posted 1 year ago

“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.”

Helpful Report

Posted 1 year ago

“The worst customer service I ever came across in my life. I didn’t receive a full order I paid for.I contacted customer service and asked for replacement.I didn’t get replacement so I asked for refund. Now they blocked me saying,everything was in the parcel.I send them pictures immediately after opening.I guess,with Cult beauty is customer always wrong and cult beauty always right.Horrible company”

Helpful Report

Posted 1 year ago

“Worst customer experience ever. First my order could not be cancelled despite the information on the website, then when I was expecting it to arrive it was sent back halfway without letting me know. No mention of refund as well. I doubt it is even legal to make these decisions on behalf of the customer let alone ethical. Frustrated, disappointed, will never buy from them again.”

Helpful Report

Posted 1 year ago

“Horrible customer service. They send me the wrong product(gift with purchase) and they expect me to send it back and pay it with my own money. For their mistake!!! It was a small gift with purchase and the Ask me to send it back, only so I can attempt to get my money back . The customer service is so bad..”

Helpful Report

Posted 1 year ago

“If I could give no stars, I would. I spend a significant amount of money at CultBeauty and have their Level 3 Cult Status as a result. However, their customer service is pretty much just an automated service, unlike other online beauty retailers - so if anything goes wrong, which it inevitably does, there's no one to assist and your money is wasted. I've had an open complaint for a refund that's due since 15 January and have repeatedly simply had responses saying they are investigating the issue. I will be raising this with the Financial Ombudsman, so that they can investigate CultBeauty's breach of consumer rights laws.”

Helpful Report

Posted 1 year ago

“cultbeauty won't give me a refund because a "replacement order has been requested". I NEVER asked for that, I asked for a REFUND. I guess now they send unrequested for replacement orders so that they don't have to give refunds. My order was shipped 34 days ago and they waited that full duration before telling me my parcel was lost. And then send me a replacement order after I said I do not want that, I want a refund.”

Helpful Report

Posted 1 year ago

Cult Beauty is rated 1.8 based on 330 reviews