“As a long-standing Deluxe Member, I’ve consistently supported this company, but my recent experience has left me deeply disappointed. One of my orders was left in an unsecured spot without my permission, resulting in it going missing. When I reached out, I was met with a standard response, essentially saying it was my responsibility to handle the loss. For a brand I’ve been loyal to for years, this lack of care is frustrating. With so many other options available, I’ll be choosing to take my business where customer loyalty is genuinely valued.”
“I would give 0 stars but i can't. The website didn't work well when i placed an order and i saw that i placed two orders for the same product....500£ both! I have tried to cancel it and there was no button for that. I tried to contact service team for 3 days in a row sending messages and tried to call, nobody! My last order with this company!”
“Truly horrible service from them. Ordered 3 weeks and it still has not shipped. Customer service post generic answers or refers to the courier. I have to wait 1 more week to start a charge back from my bank as space nk stopped answering my messages.”
“My daughter spent all of her birthday money on space NK products in order to receive the free gift that was offered at the time of purchase. When she received it - there was no gift! We contacted them to hear that the item was out of stock and therefore could not be fulfilled and no replacement was offered . This contradicts advertising standards! Very disappointing !!”
“I placed an order for 40 euros and had to pay an additional 27 euros in import duties, on top of the shipping costs and VAT. In short, do not order from here! When I inquired, they coldly referred me to the terms and conditions. Space NK should make a greater effort to inform customers outside the UK about these additional charges during the ordering process. I scoured the site, but there’s no mention of this in the FAQs or costs for international customers. Space NK knows this can happen and should use that knowledge to better inform customers. It was an unpleasant experience, and I will never order from SPACE NK again.”
“This webpage is not authentic. When they get your money, they respond promptly, but when you want to withdraw money again, they never get back to you. If it not for M a d a c o v i . c o that helped me receive a complete refund of my money I would have lost everything that they stole from me”
“Spacenk never fails to disappoint! The wrapping was beautifully organised and the products were outstanding!!!! This is a brilliant website to order off of but the in store isn't as nice as staff are bery unpleasant but other than that super😃”
“Went in to Windsor branch on Tuesday 28th Feb 2024. I was served by Dimonte, I explained what I was looking for she showed me,explained all about the product from Eborian. Then we went on to concealers from Kosas Dimonte offered to apply it, gave me tips and tricks...she was very knowledgeable for her young years. Also she applied Blusher, unfortunately they did not have the shade which she said would be the best in me. She made me feel very comfortable and therefore I purchased most of the items, will watch for the blusher to come back in stock. 10 out of 10 for Dimonte a credit to Space NK Windsor. I will return and hopefully see her again.”
“I popped into Space Nk in Marlborough today and I could tell by the member of staffs face she was judging me as soon as I walked through the door. Giving the (you don't have enough money to shop in here vibe) I asked for help with purchasing some toner and explained what I want and the look I was given was soo unsettling. This member of staff made me feel soo uncomfortable and gave off vibes that she really didn't want to help me. In hindsight I shouldn't have made the purchase. Never will I shop in there again”
“I did not expect to be so disappointed by this company. I raised an issue (undelivered Christmas gift) and was repeatedly asked to confirm my identity. I provided full details of the order number and delivery name and address as well as my own details and offered to send a selfie of me holding my passport. Given that I hold an account with Space NK and placed the order from this account, and was emailing them from the email address registered to that account, you’d expect this to be adequate to confirm my identity! Despite numerous emails back and forth, they will not discuss this order with me because I’m not the named person on the order, whatever that means, as I can name both myself and the person to whom I sent the gift! It seems they want the recipient to call them rather than myself but this isn’t even clear in their emails. I’ve asked them to confirm and clarify this but haven’t had a response. Given that we haven’t even got to the main issue yet, this is incredibly poor customer experience. The main issue is that they delivered the item before Christmas supposedly, but left it in a safe place at the recipient’s address. However the recipient has never provided any delivery companies with a safe place authorisation, so this in itself is unsatisfactory. The recipient has checked with all neighbours and all around their property and the item is not there. I did not tell them to leave on a safe place so am unhappy they did this. The tracking details simply say delivered so we are unable to directly seek redress there. Space NK are not even prepared to engage with me over the order never mind the problem. In the meantime they’ve lost at least 3 further orders from me as I haven’t had the faith to complete the order based on this incredibly poor experience. I had purchased the year delivery pass in anticipation of these January orders so even that has become a pointless investment now. Still waiting for a reply to my email or offer to discuss by phone. And my recipient is still without their Christmas gift in late January. There doesn’t appear to be a complaints email address, just the usual customer service email - the same one that I’ve been dealing with. I find the whole experience incredible poor from what’s supposedly a curated premium brand. Nobody at Space NK seems to be properly reading the emails - they asked me repeatedly for the same information. They can’t retain their brand rating with this level of administration.”
“Space nk canceled my order without any explanation. Customer support is not responding at all. I’ve been promised they contact me, but 2 days nothing. I didn’t get any refund.”
“Terrible, patronising customer service rep on the phone. Have some courtesy - I have been a customer since you opened, in 1993, in Covent Garden. Considering how much money I've churned through you over the years, this is not good enough. Your customer service should reflect your brand.”
“Such poor dismissive customer service after order delayed with no update on timframes and customer told not to contact them! Worst experience first time here but will return to Look Fantastic and Cult Beauty as they actually communicate properly with you and listen to your questions.”
“Last week I went to the Battersea store
A very professional, experienced and upmost friendly staff member assisted me.
She knew her stuff and unlike most staff she did force me to buy the most expensive products. As she gained my trust I did end up paying more than I needed to but I felt happy doing so as she made me feel so comfortable
It was as if a friend was giving me advise
I very much all to experience my visit by going to Gaby
Such a lovely person with great expertise on all products
Thank you dear Gaby not many shops make you feel special anymore it’s all about taking the customers money rather than listening & understanding what they need or want”
“Deceptive Company with unethical shipping practices
They have a scam claiming 1-2 business days of free fast shipping.
Although once you pay, less than 24 hours later you see a 'Notice' stating high volume of orders has prevented your order from shipping straight away.
In fact your order may not ship for almost a month later, arriving anywhere from 60-80 days after the original order was placed. They do not send a 'VALID' tracking nor is there a way to retrieve the tracking and or know what courier they use.
Not an honest company and certainly not a company I would ever return to.
Lying, unethical behaviour to access new customers is a sure way to lose a lot of business fast.
One you lost the trust of the customer, it's gone forever.
BUYER BEWARE.”
“Spacenk uses an unreliable shipping partner for the international delivery. You are left waiting for your order for weeks and when you complain, they act as if they have nothing to deal with it,- but simply ask you to contact the courier by yourself! And look for your order by yourself… Bit the money is booked from the account straight away! Unbelievable!”
“I visited the Leeds Trinity branch to try to have a foundation march
I have purchased from other branches and being very satisfied with the service and products purchased.
However the assistant couldn’t really be bothered to try more than two on my hand. I said I wasn’t sure and could I look at more shades of said make of top end foundation and I was very disappointed that there was no more to try! It has knocked my confidence to ask in the future.”
“I wanted advice and the sales person wasn't interested at all. Made me feel very unwelcome. Why do I go into a shop instead of ordering online? Because I need advice. If somebody is annoyed by a customer asking questions they should consider a different career.”
