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HauteLookReviews 366

2.0
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HauteLook Reviews Summary

The company has garnered mixed feedback, with some customers appreciating the variety and pricing of products, particularly for children's clothing. However, a significant number of reviews highlight persistent issues with shipping delays, unresponsive customer service, and challenges with return policies, including unexpected fees and lack of refunds. Many long-term customers express frustration over sudden account cancellations and perceived unfair treatment regarding returns. Overall, while there are positive sentiments about product selection, the company faces serious reputational challenges due to its customer service approach and fulfillment issues.

This summary is generated by AI, based on text from customer reviews

service
31
value
29
shipping
29
returns
25
quality
25
Illinois
1 review
2 helpful votes
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FRAUD ALERT
November 7, 2018

I got a fraud alert on my debit Visa card. Someone had stolen monies totaling $870.00 from my account. I had the card disabled but the damage is already done. I talked with my bank and they are doing their investigation but told me to contact the company directly to try and get them to refund the money. But this company won't answer their phone. You get a recording saying that all their order review specialists are busy and to leave a message. That they will contact you shortly. I did that over 2 days ago and no one has called me back.

Date of experience: November 7, 2018
Florida
1 review
1 helpful vote
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Received a pair of Betsy Johnson bedazzled tennis shoes instead of a men's Brooks Brotjers polo, to be told they were sold out. They canceled order, but said I could not receive a refund until I drove to take the shoes back to a local Nordstrom Rack.

Flash forward 8 months and I place a $200 order with them, giving my new address and they still ship it to my old address. I was waiting on hold for 20 mins just to be disconnected. Waiting my second time now... 8 mins in. Now once being connected to a manager, because the service lady couldn't re-route my package. I find that half of it can be rerouted, so the main part, a jacket that I got for Denver next week, will be shipped to the wrong address. The manager even provided the right address, that I've never used on their site until this order. Proving that I provided the correct shipping address. They are making my mother, who the package was shipped to and who has severe lupus drive 30 mins to the nearest post office pay $30 to overnight it to me and the manager says, sorry nothing I can do. Horrible. Worst customer service. You may as well be a discounted Ross or TJ Maxx.

Date of experience: September 12, 2018
Pennsylvania
1 review
2 helpful votes
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I've never had to write such a bad review like this in a long time. And it's coming from a Nordstrom owned company, which is embarrassing. I want my experience to be on a second website, which is this one, just so people are aware of how HauteLook does things.

I ordered some Fenty Puma by Rihanna creepers and a Fenty fleece backpack, both I couldn't find anywhere else on sale except for HL. I didn't have a problem ordering from under Nordstrom Rack, my package came in good shape, no problems. But I've never really ordered from under HauteLook before. So I didn't know how horrible they are with their customer service and didn't bother to read up on them/ read reviews, because I expected the best. The shoes and backpack both said it would take up to 1-3 days to process after the sale was over, until they split my order and the bag is already in transit and shipped off. Alllll except for the shoes that are still "processing".

I also ordered something else when day 3 of waiting came around, but I got curious and decided to look up HL's reviews anyway and was appalled at how some customers were treated. I got worried because my shoes haven't been shipped or updated at all since my purchase and decided to contact them by email Sept. 1st, just to ask if the shoes were even available. By Sept. 2nd around 5pm EST, I'm told that there was a delay and most orders are 2 days behind, that I should get my tracking number. WRONG. 5 hours later I get another email saying that I have been "refunded" and my order was canceled. I never got a refund.

So basically not only was I lied to, but I was cheated out of my money. All because they put something on their website that they didn't even have. Unbelievable. Never ordering from them ever again, and I WILL get my refund. Not 25%, not 50%. A FULL refund.

Date of experience: September 3, 2018
Canada
2 reviews
11 helpful votes
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Like many others, I received an email today stating that I could no longer order from Haute Look/Nordstrom Rack because of returns.

Actually, I hadn't ordered anything from them since Dec 2017 and at that time I returned a pair of jeans because I had ordered a size 28 and they sent me a size 26.

Feel disappointed.

Date of experience: July 3, 2018
Oregon
1 review
4 helpful votes
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Ive personally had several issues with this company and online ordering. Them shipping wrong items constantly... the app is inconsistent and difficult to use. Cant shop the web page unless you have the app.
Ive even heard they have been closing a lot of peoples accounts too... which is really bad for customer loyalty and disappointing to hear. I have decided not to order from them again. Too many other good option online now days. Other companies do it way better.

Date of experience: June 26, 2018
West Virginia
1 review
4 helpful votes
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I was just disconnected while waiting to talk to a supervisor in order to TRY and get the $90 they are keeping for LATE FEES because I didn't know their return policy had been cut to 45 days. I've been shopping with them since 2011 and it had always been 90 days. That changed occurred February 2018, my purchase was in March, and my return arrived after 45 so they are keeping $90 for LATE FEES! Fees I actually never knew existed because I always returned items before 90 days.

One thing making this VERY PROBLEMATIC is because those 45 days begin not upon the delivery date, but on their ship date. The second PROBLEMATIC issue is, when do they consider the item received? When the box is received at warehouse or when item is re-shelf ready?
My goal is to get a one time waiver for those fees from a supervisor since the policy change is recent. The customer service rep. Although helpful, basically told me I would be wasting my time because Hautelook had not waived any fees for their customers. Guess I'll find out soon.

Date of experience: June 6, 2018
Pennsylvania
1 review
6 helpful votes
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Crooks
June 5, 2018

Watch your wallet! Refunds and returns are often a problem, and if you don't fight for it or miss it, kiss it goodbye. I thought anything Nordstrom was supposed to have great customer service. Not even close!

Date of experience: June 5, 2018
Oregon
1 review
2 helpful votes
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I have been shopping at HL for years, long before Nordstrom Rack bought it. I love it. Recently, they changed a website feature. It used to be that if you were browsing a paritcular page, you select a size and/or color to narrow the search. Then, when you click on an item to look at more detail and perhaps add it to your cart, when you come back to the page you were on, your settings were still in place and you would be taken to the location on the page where you left off. Awesome. Now, when you return to the page, your settings and location are gone and you're starting over at the top of the page. This is so frustrating. I like to browse quickly in the morning sometimes and I've often made purchases that way, but it takes so much longer and is so irritating that I no longer do that. I'm a HL freak and my friends and daughters know I get skin care and all my clothes there and have for years. Now I'm less inclined to shop because of this change in their website. I find myself shopping less and less on the site.

Date of experience: May 26, 2018
Kentucky
1 review
3 helpful votes
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Ordered two nice shirts March 31, April 12 I get two emails, one shirt was shipped, the other is cancelled because they ran out I guess? After two weeks of waiting that's just b. S. right... well they refunded the cost of the shirt. Tax. And shipping to my gift card I used but stupid me I had thrown it away already so 30 dollar lesson for me! If you just have to buy from these shady people, at least keep all your info with you, because you most likely will need it, after 2 weeks of course.

Date of experience: April 12, 2018
Georgia
47 reviews
102 helpful votes
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This company really is the worst. After putting up with mistake after mistake after mistake; this company doesn't even know enough to wrap eye shadow palettes, instead tossing their makeup products hap hazardously in a box and acting surprise when stuff arrives broken; THEN they can't even read your order and manage to pack not 1 but 8 (EIGHT) incorrect items into a single order. I mean, come-in?! Which, I might add, they then offer you a discount on your next order for and expect you to spend more money with them after you return their items. I mean, in what world would I want to shop with you at this point?! Their resolution is literally, 'oh, we're sorry, we'll file a report'. Oh they file reports into perpetuity alright, without anything ever changing. I could go live at the post office to return every wrong item in their package (MIND YOU, you have to wait to get a refund on the wrong crap they send you too!). Had them remove my account, plenty of other companies out there and frankly, I am done taking their bs. Don't waste you time, money and energy!

Date of experience: February 5, 2018
Hawaii
1 review
3 helpful votes
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I'm embarrassed to admit that I didn't do my homework on this company before placing my order on a "great deal" beauty product. It's not a deal when you don't receive the product. They took my money, this company never sent me an order confirmation, nor did it show in my order history. When I contacted customer service, I was told that I did not submit an accurate email. That's BS. My email address was correct. I would recommend that everyone that has this problem, dispute the charges with the credit card and/or bank to dispute the charges. I can't believe Nordstrom would have their name tagged with this company.

Date of experience: January 18, 2018
California
3 reviews
2 helpful votes
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Always find great deals!
January 12, 2018

I love finding items from the brands I love at great prices, but I also find new designers on hautelook.com. I also appreciate the convenience of returning items at any Nordstrom Rack if I need to do so.

Date of experience: January 12, 2018
New Jersey
121 reviews
357 helpful votes
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This site is defunct and now it feeds to Nordstrom Rack which is FAB-U-LOUS! NORDSTROM IS THE BEST! MY OLD Review: This is not a scam site, but they are not serious about having the lowest prices. You have to do your homework before you purchase as they dont price match with other online sites like their parent company. Sometimes Nordstrom proper has cheaper prices. I search this site because they do have fantastic items and good prices, but you have to really work the site. Yes, they will over sell and cancel so you have to be prepared for that botched element of the site. Coach does the same thing.

Date of experience: December 30, 2017
California
4 reviews
7 helpful votes
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They cancelled it because the product they post was not available. I purchased Arche tall boots. Imagine expecting it to arrived and to be used in a special event. They even did not warned me that they cancel it. What a bummer! I could have look for other options. This is how they treat their customer, very unprofessional.

Date of experience: December 28, 2017
California
1 review
1 helpful vote
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They took my order, charged my credit card immediately, said order would come 2-3 weeks. After 3 weeks I contacted them, they said would ship any day now, waited called again the next week, and the next and the next - after 6 weeks, they cancelled the order. Never notified me - never said anything! Disgusting and unprofessional!

Date of experience: December 5, 2017
California
1 review
2 helpful votes
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I ordered the facial cream from this website which came long expired based on the color and smell. I sent out the request and received no response (even with the acknowledgement that they received my email). Then, I had to contact a person who was helpful but he had no authority to solve the problem and had to forward my claim to others. Then, the matter became silent again.
That is very irresponsible and unrespectable attitude to the customer. Stay away from buying the cosmetic product from it as you cannot use it unless you want to damage your skin with the expired cream/lotion.

Date of experience: November 19, 2017
California
1 review
2 helpful votes
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Bag less
October 25, 2017

Ive had so much problems with hautelookover the years. Every time I have big orders. Hautelook always seems to forget 1-2 items in my order. Every time I called them or email them about my missing item(s). They always make me feel like I am lying to them. I am so frustrated with hautelook right now. On my last order with them before I closed my account and told myself I will never buy anything from hautelook again. On September 12,2017, after several email back and forth. I ended up a Marc Jacobs bag less and never got a refund. I spoke to supervisor Jennifer and she said in my record it showed I had to many claims and she will not authorize my refund. I am so piss off and can not do anything about it. Hautelook never responded back to my last email. In the end I closed my account with them and loss $100(+) dollar. Bag less too.

Date of experience: October 25, 2017
Tennessee
1 review
2 helpful votes
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I ordered my stuff a month ago. They cancelled my order a month after they took the money out of my account. Now they have refunded me half the money and cancelled my whole order without notice. If you are going to over sell you should notify your customers and refund all of the money. Do not order from them.

Date of experience: August 22, 2017
California
2 reviews
1 helpful vote
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I purchased a pair of sneakers on this website and chose PayPal for my payment. I was surprised that when I checked my bank account, it charged the amount of my purchase into my checking account instead of my PayPal credit. I called Nordstroms which is the owner of the website and the customer service informed me that they don't use PayPal credit and that choosing PayPal for payment will automatically charge the account that it's linked to. Now my Paypal is linked to me checking account and I didn't intend to pay using that account. I wanted to use Paypal to defer the payment and be billed later. I ended up with overdraft charges because of the transaction. Nordstrom should have put a disclosure in the website that they do not use Paypal credit. My argument is, if my intention is to use my checking account why would I use a third party as conduit. I think they are being deceptive and also misleading consumers by using Paypal as method of payment just to ride in to the popularity of it and to drum up their dying business. I also encountered very condescending Nordstroms customer service personnel during the dispute. Beware of Hautelook.com website.

Date of experience: July 15, 2017
Missouri
1 review
2 helpful votes
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DECEPTIVE PRACTICES
April 5, 2017

Hautelook uses deceptive pricing to entice their customers. During today's Morphe event, Hautelook claimed Morphe pallets originally compare at $39.99-44.99 when you can buy these exact same palettes on Morphe's website for $19.99-22.99. Hautelook claims it uses these inflated compare at prices from Morphe product pricing at boutiques or department stores when Hautelook should be looking to the prevailing price of these items, which would most certainly be the pricing from Morphe's own website. There's a huge difference in telling customers they are (falsely) saving $24.99 when they are really only saving $5.99 based off of the company's own website's pricing.

Date of experience: April 5, 2017

About the Business

HauteLook is a members-only shopping website offering limited-time sale events with top brands in women's and men's fashion, jewelry and accessories, beauty products, kids' clothing and toys, and home decor. HauteLook offers discounts of 50 to 75% off...


hautelook.com
Founded in 2007