Cult Beauty

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.

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 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.

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

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.

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.

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!

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

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.

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.

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.

Ordered a product & didn't get any shipment update 3 weeks late however they had no issue taking my money.

After multiple messages of them avoiding answering where my package was they issued me a refund.

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!

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 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!

My absolute favorite online shop (level 3 customer) but please, please do something about your customer service. There is no live chat (it exists but it's ALWAYS greyed out, unavailable) and the messages via the app get replied to in a day or two, always by different agents who, in my experience, almost never check what's been discussed in the thread.
When I last left a review on here I got a reply saying I will be contacted to discuss my experience. That never happened. Disappointing.
It is unprofessional and unworthy of a company of your caliber.
Very pleased with everything else but something has to be done about the customer service so won't award more than a star until that happens.

Horrible experience! Everything might go well when you just order things, but if you you want to return items and need a refund then it gets really really bad. I returned two items in the end of November. After that I have contacted their chat reps for MANY times. All I get is apologies and promises I will get my refund soon. Nothing happens. And conveniently the "finance team" which makes the processing of refunds is not to be communicated with.
It seems I have lost 150€. Cannot believe how this kind of company is still in business.

I received an order from Cult that was not only missing 4 items but also contained 2 damaged ones. Let alone I had paid shipping and customs on an incorrect order total, they were absolutely awful about remedying the situation. They made me sign a legal document that said I was being honest about what happened, pictures, multiple messages with customer service. In the end they didn't replace anything and only partially refunded me for the items. I should've noticed the red flag that you cannot call them and the live chat is always disabled. Awful customer service!

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