Cult Beauty Reviews

Name: Cult Beauty
Rating: 1.75

1.8 Rating 335 Reviews

19 %

of reviewers recommend Cult Beauty

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Metrics

1.8

Based on 335 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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“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

“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!”

Helpful Report

Posted 1 year ago

“Sent back a faulty perfume for refund. Shocking customer service , still waiting 3 weeks on for my refund. I will never order from them again! Stay away at all costs .”

Helpful Report

Posted 1 year ago

“Do not deal with this company they do not refund. I placed an order then immediately tried to cancel 2 of the items as I had changed my mind. They said it was too late to cancel, although it has not been shipped, but I could return the items for refund. I returned the items over 3 weeks ago but still have not been refunded. I have contacted customer service multiple times, they are not based in this country and have no interest in resolving any problem. In the last message I received someone asked me for my card details! Cult Beauty owe me over £90 and I do not think that they have any intention of paying it back. It's just theft.”

Helpful Report

Posted 1 year ago

“I absolutely dont recommend Cultbeauty to order such expensive cosmetics. My order of Natasha Danone pallet came absolutely destroyed, they haven secured the staff inside ANYHOW. To tell that i am in rage means to tell nothing..it was supposed as a Christmas gift to my daughter.. Awful service, terrible experience. Never EVER again.”

Helpful Report

Posted 1 year ago

“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!!!!!!!”

Helpful Report

Posted 1 year ago

“This company is the pits. Order not arrived - keep telling my refund has been processed and guess what it hasn’t. Paid by Klarna so they are now on the case. I am also going to inform Trading Standards as they are a rip off and should be closed down”

Helpful Report

Posted 1 year ago

“Disgusting service didn't receive an item have to complete a form in order to get a replacement which is not editable. Ordered two advent calendars one should have had the glow free items with it which was said to be applied at checkout and not received.Do not order from Cult disgusting service. Flannels are fab order with Flannels”

Helpful Report

Posted 2 years ago

“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”

Helpful Report

Posted 2 years ago

“I tried to cancel an order and days later received an email saying the cancelled order was shipped. They then emailed me 2 minutes later to say that my cancellation could not be processed because the item was dispatched (DAYS after I cancelled). They waited until the order was dispatched to 'cancel' it so that I must cover the costs of returning it. What a JOKE.”

Helpful Report

Posted 2 years ago

“The worst customer service I’ve ever come across. Took months to get them to look into my issue without the sane default replies. They didn’t send me an item I paid for and refused to refund me. This was because they had proof a parcel was sent and delivered by the courier, even though the issue was it didn’t contain the item I paid for. They had absolutely no proof that the parcel contained the item. I assume this warehouse made an error. Do not expect them to fix it if it happens to you. When I informed that about what had happened and asked for a refund of my money for the item they said no and that they are closing my account! Awful customer service. Thief’s. Avoid if you don’t want money stolen.”

Helpful Report

Posted 2 years ago

Cult Beauty is rated 1.8 based on 335 reviews