Cult BeautyReviews 77

I ordered a lipstick and lipliner and upon opening I noticed they do not resemble the colors on the website. Not on any device. I asked my family and friends and they all agreed the colors were off. I complained to CB and they asked me to take pictures for comparison. They then proceeded to explain they can't accept returns of products when they've been opened but also they didn't see a difference... they are obviously off.

Keep getting emails asking to share my experience after a recent order and I had held off hoping to get some level of customer service to resolve an issue with delivery but sadly that hasn't happened.

Evri left 2 parcels from Cult Beauty outside a closed business about 300 yards from my address. The parcels weren't signed for and when I walked down within 30 mins to pick them up, the parcels were not there.

Cult Beauty asked me to fill in a claims form, which I returned swiftly. I was told to wait 3-5 days to here back...I queried this, as the customer, they can see from the proof of delivery image the parcels weren't left at my address, I requested a replacement knowing there was a free gift with purchase and sale items that would likely go out of stock whilst I had to wait for Evri to investigate.

The same templated email was sent to me from different 'customer service' advisors, nobody was able to explain this process to me, only apologising and thanking me for my patience.

One person told me to wait 3-5 days and the next told me to wait until 11 January...2 weeks for an update?! All of this correspondence only via email as you have no number to speak to anyone.

This issue comes weeks after another issue with an Evri delivery where the parcel arrived repacked and missing 2 items.

Today i received a reply confirming a replacement will be sent. Hooray! When I reply to askwhat will happen with the items now out of stock due to the delay in replacement being arranged, another person emails back thanking me for my patience whilst they investigate and asks me to continue to be patient and wait for an update from Evri?! So am I getting a replacement or not...?!?

I can't stress this enough...I have been a loyal customer for many years spending £1000s with your company. Unfortunately once this issue is resolved, I'll be spending my money with companies that chose a more premium delivery service and have a better customer care team that aren't programmed to send templated emails adding negative value to the customer experience when things do go wrong.

Do not recommend. Beyond frustrated having spent money, not received my orders and appalling email templates as customer service.

Do better

I will be taking legal action against this company as many, many reviews indicate that they are doing the same thing they did to me systematically to others. I will also be opening up a website (check back) for those affected to get in touch to join this legal case. I will of course get a reply to say it is being handled by customer service, but this is how they give people the run around.
Here is what happened:
I made an order worth over 200 pounds for next day delivery. This got stuck with Evri on a loop with them saying 'delayed'. I was asked to waited 2 days after Evri stopped updating. Fair enough, and I did. I then got in contact again. I was told a replacement was requested and I would receive a despatch confirmation 'shortly'. I did not receive one shortly nor longly. So I again got in touch. They then told me the replacement is only a request, that it is on hold to give it time for the order to be confirmed as missing or returned to them, and only an apology for being given the wrong information. If it is not returned to them nor confirmed as missing by Evri (which they very often do not confirm) then I do not even know what will happen. I have been led on, clearly. And this process could go on indefinitely. They have my money, and I do not have the products they are contracted to have gotten to me. Evri has clearly lost or stolen the package (as is more than too often the case), they know this and are, in essence, insisting on not taking responsibility for getting the products to me in a timely fashion. I got offered 5 pounds for the inconvenience(!). It is Cult Beauty that should deal with the problem they have with the package. Not me. I am a relatively new customer and was looking forward to using Cult Beauty as my go to, there are 5 females in my household who collectively spend a lot on beauty monthly and instead of having gained a lot of business from us, they instead have gotten a negative review. Looking at the other reviews, I am clearly not the only one with the same issues. Also, just have a look at redd*t and io reviews and you will see how dreadful they are. You will also find that employee ratings on glassdoor indicate the whole company is in shambles. I wish I checked all this before giving them my money which they have essentially stolen. Shame on Cult Beauty. I will be leaving negative reviews relentlessly everywhere, letting social media know where I can, creating a chargeback and dispute with my bank, informing trading standards and such organisations and initiating a group legal case if this does not get sorted very quickly.

I am extremely disappointed and frustrated with the terrible service I've received from Cult Beauty. Over a month ago, I placed an order that never arrived. It feels like my parcel was either stolen or never sent at all. Despite multiple follow-ups, I was left waiting for an entire month before Cult Beauty finally responded, only to demand a police report from me.

After jumping through hoops to provide the report, I was shocked when they decided, without consulting me, to send a replacement. This is completely unacceptable. After waiting over a month and having already purchased the products elsewhere, I wanted a refund, not a replacement. Their decision to send a replacement without considering my preference shows a total lack of respect for me as a customer.

The customer service experience has been nothing short of infuriating. They have been unhelpful, dismissive, and completely ineffective. The way they handled my situation has made it clear that they do not value their customers. I will never use Cult Beauty again, and I strongly advise others to avoid them as well.

This experience has been deeply frustrating and disappointing. Cult Beauty's service is horrendous, and their disregard for customer satisfaction is unacceptable. Avoid Cult Beauty at all costs!

Fast shipping
Great customer service
Nice packaging
0 problems
Everything arrived on time.
This is not a scam website, stop writing bad reviews, it is a different site!

Super mad at their petty customer service. I buy from them all the time but then i ask them for my birthday present from the site that I didnt get 2 years on a row and i get copy and paste answers, no one properly reads the messages. I thought they were a great company, but they absolutely suck.

Wanted to return products so I messaged them to check if tax is returnable. Spent 3 days ask the same question，no one answers it. Instead，they sent me bunch of messages explain what is custom tax. Ridiculous，I will never shop on their website again.

Zero stars if I could.

Placed an order on 12/15, for the only thing on my daughter's xmas list. Order confirmation said "We have your order and it will be on its way to you soon — let the countdown begin...".

12/18 order is cancelled, due to "shipping restrictions". I guess these restrictions were in place last Thursday as much as they are today. Why did they make me wait 5 days to let me know, it's beyond my understanding.

Left me in the dark, days before xmas, to find it someplace else & pay expedited shipping fees.

Horrific experience.

PS CB, please do not blame it on the "shipping restrictions" or the "policies". It is 2023 (almost 2024), so these should have been already figured out long before I (and probably others) placed an order. You *are not* Mom & Pop, LLC.

I ordered something in London. It never arrived. Seems like a scam to me. They kept asking for all of these details, same ones, over and over, and I provided the details and they would ask again, and again for the same information.

They are the worst they closed my account and my address because there was some problem with my product and I can't do anything. And the post office is responsible for this happening.

Never order from this site

Such a horrible shopping experience, no words can describe it.
I've placed an order on 31st October, silly me hoping this would spare my nerves when it comes to last minute Christmas shopping. The site promised the delivery in 15-17 days (UK to Malta). 28 days in still no indication when the parcel will be delivered. Apparently the parcel got damaged/there are items missing. Investigation taking place etc.
I understand the company is not liable for delivery damages.
I would have much more understanding, if there was a remotely capable team of people behind customer support. Live chat down at all times (wonder why).
The only form of communication is though messages which 1. Are normally replied to in 24/48h and 2. Seem automated, as if a person was following a script given, or worse automatically written by an AI.
No help whatsoever given at any time.
I am waiting to see what useless excuse will be given in order to avoid compensation for damaged/lost.
Take my advice, and DON'T order from this website.

I had an issue with a hairspray that was almost impossible to use because the button that you press down seemed to be stuck. I notified them and provided all the information and photos that they wanted and I'm still waiting for them to get back to me despite numerous reminders from me. My original message to them was in August and we are now approaching October!

I had the worst first experience E V E R! My parcel got lost the first time and the second attempt arrived but super delayed. Never purchasing from them again

Sorry I hadn't choice to give them zero star. Zero customer service. Really poor quality. I believe they are high trained scammers.

The company said that they would "refund" my order completely. INSTEAD they deleted my account and now I am left without my order and money. I haven't received my refund or my things.
I feel so distressed by this. I have never ever experienced such terrible service. I feel like crying.

Please avoid this company at all costs.

Do not order from this store, I urge you to buy from any other retailers but not them! The WORST customer service ever. I never received my product as it was sent back to the receiver on April 19th and I am still waiting for my money. The CS agents do not understand the situation, I am a ping pong ball in an infernal loop.

Don't use this company. They used to be good a few years ago but have gone down hill. My latest order never arrived. They kept telling me to wait a few day to "see if it turns up" (huh!?) It never did and now they will not refund the order. Look for an alternative place to order from, Douglas and Sephora are much better

Scam website. Fake reviews it would seem - I Wish I had checked properly before ordering - just reading the reviews you can see they are bot generated. I am visiting the UK, and didn't check it properly due to being in a high state of stress at the moment...I just saw the reviews and thought it was legit. OH DEAR.

I tried to cancel the X2 orders I have place, both within 24hours since ordering, as no proper emails have been received to indicate delivery times, order confirmation, etc, and after reading all the reviews about fake products and bad service - I have a sinking feeling. I know my rights, and wanted to exercise them.

This request to cancel is in line with UK consumer rights under the UK distance selling laws for online purchases; unfortunately cult beauty have refused to cancel the orders as they state it must be done within one hour of ordering - even though the law states it is 7 working days from placing the order.

They refuse to provide any email or other contact for my follow up, and, even thought the x2 orders placed have not been 'processed' they continue to refuse ton cancel them.

I doubt I will get these items. They are breaking the law,, and refused to accept this fact.

I will contact the bank and seek their assistance in refunding the money, showing them snapshots of the live chat we had, complete with emails/time stamps and fake reviews etc. TRUST PILOT? Maybe not...bot paradise.

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 because the "order may still arrive". It has now gotten to the point where the track and trace code doesn't even work anymore.

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!