HauteLook

WORST CUSTOMER SERVICE! I talked to the representative for 30 minutes, and she agreed to give me hautelook credit and a return label sent to my email. And NOTHING got done. NOTHING! So I had to call again, waste my 30 minute again explaining the whole thing all over again (because the first person didn't make any notes on the system). Both of them didn't apologize for this inconvenience. But guess what? The 2nd representative named NAVID didn't do his job either. He didn't create a correct return label. So I had to call the 3rd time, and finally once and for all fix the problem. WASTED MY TIME. DON"T EVER SHOP AT HAUTELOOK.

I ordered a pair of shoes from this company. When they arrived the color was off so I sent them back. I took the shoes to the post office March 2,2014. Up until March 17th Hautelook was telling me they still hadn't received the shoes. The ustomer service rep said she would issue the credit while I was on the phone with her. Makes you wonder what would've happened if I hadn't called. She proceeded to tell me a Hautelook credit has been issued & was on my account. At that time I explained to her, I wanted the credit back on my Master card. I didn't quite understand why it wasn't given back in the original form of payment, I knew this would be my LAST time shopping through this company so a store credit would be useless. She said no problem I will change it in the system & you will see the credit on your Master card in 3 to 5 days. Needless to say, today is April 1st, 15 days after refund was processed and no credit has appeared. My bank has no record of a credit ever being issued. After countless phone calls & emails to Hautelook I've gotten no where. I've even contacted Nordstroms, who I'm surprised is even affiliated with such a company. I also filed a complaint with the Better Business Bureau. I may never get my money back from Hautelook but at this point I want future buyers to beware.

I had been scouring flash sales for months trying to find a particular jacket and it finally popped up at Hautelook. It was my first time ordering from them, but I'm a long time customer of Nordstrom so I had high hopes for my shopping experience. My order was processed and shipped out promptly only when I opened the box I had been sent the wrong item. I immediately contacted customer service and requested that the correct item be sent. I was told that they would have to contact the "Help Desk" to find out if they could send the item as the item had sold out. I was told I would receive a return call in a day. I followed up by email the next day and was given the same information. I called the following morning and was told that because the sale had now ended I would not be able to receive the correct item and would be receiving a refund instead. I was also told that the information that I had been given the 2 days prior was incorrect and that I was never going to receive the correct item. So, not only do I not receive the item I ordered, and not only do I not get an apology for being LIED to, I also get to waste more of my time taking a trip to the post office to return an item to ridiculous company. UNEXCEPTABLE. Do not shop here.

I have had several back to back negative experiences with Hautelook. I ordered a number of items well before Christmas, and they didn't show up for nearly a month after I'd ordered them. I complained, and they credited my account. I wasn't informed that the credit would expire in 90 days, so 90 days later it disappeared. I contacted customer service about this, and the person on livechat said that there was nothing he could do about it. Hautelook then sent me a survey to fill out, in which I blasted their delivery times and their lack of customer service. I received an email shortly thereafter informing me that my credit had been reinstated and $10 had been added for the hassle. I used this credit last week to purchase something. The shipping estimate was "1-3 days", but I just received the UPS tracking email and it will take over a week to get to my place, IF they send it out on time.

TL; DR: They lie about shipping times SOMETHING FIERCE. If you know it will take over a week for an item to even be sent to a shipping facility, DO NOT say it will arrive in "1-3 days"!

I ordered a pair of shoes, because they were taking so long I contacted them and asked what was going on, then they quoted me a different arrival date from the one I was quoted at purchase. The second arrival date came and went, so after a month I contacted them again. It turned out they NEVER DELIVERED the shoes, cause they didn't have them. But they never contacted me to tell me they did not have them. It wasn't until I contacted them again that they told me the shoes weren't available because they hadn't ordered enough to fulfill the orders they received. They refunded my money, however, I don't know if they would have done that had I not contacted them again. I get they impression since they never contacted me to say the shoes weren't available that they would have been content with just keeping my money and me not getting my shoes. They tried to offer me a $10 credit after that, but I closed my account immediately. They are a gamble to order from, you're better of just ordering elsewhere or going to a store. It may be a couple bucks more, but at least you'll know you were getting the item you wanted. Heed the negative reviews people.

Horrible, Lost my return of an Armani Suit! They eventually found it six weeks later but in between I thought I was out $900.00.

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.

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.

I ordered a crown brush eyeshadow palette from hautelook back in November as a Christmas gift for my sister. The palette arrived, broken, around the 9th of December. I was extremely upset because the item was completely bubbled wrapped and there was no damage to the box which means the item was packaged broken. I immediately contacted hautelook, and spoke to Amy Piliposian, about the damaged item. I sent her pictures of the item and was told I was eligible to get a refund because hautelook sent me a damaged item. She told me that someone would reach out to me via email within 15-21 days of her sending in my claim. That was in December 10th... it is now January 11th and I have yet to hear anything from anyone from hautelook. I am very unsatisfied with the hautelook and their customer service. This issue should have been resolved in a timely manner as it should not take this long to not only refund a customer the money they paid for an item that was shipped to them broken but to be in contact with the customer so that they know the company cares about their consumers. I have sent another emails to Amy explaining my frustration and I am waiting for a response. Hopefully this time we can resolve the issue in a timely and more professional manner.

This site is a complete scam. I have been using Ideeli for a year, and was excited to find this site for it's same concept but Ideeli never ripped me off.

I was over the moon the night a pair of Cynthia Rowley gladiators (dream shoes!) size 8 for $60, the page said "held in someone else's cart" and knowing the site gives you a time limit, I refreshed the page to see if I would get lucky and I did! So I had no hesitation in buying them right away.

I excited would get the mail everyday, and couldn't wait to wear my dream shoes with my favorite dress! I was sad that after 3 weeks, the shoes were not here by my birthday. I know these sites take time to ship, but at least ideeli gives you an exact estimated date of arrival. It had been almost 2 months before I had got an email telling me they had received my return and we charging me return shipping?!?! That's when I looked at the tracking number (note to everyone: never not overlook this, just expecting your online items to actually be sent!) these shoes were never shipped of course. But I had to return them and pay return shipping?

I called and told them I just wanted my shoes, if for someone reason the shoes were being processed as a return, they could just send them back out to me. They said the package had been lost on the way to the carrier, but they couldn't send them to me because they did not have any access to this event's items. (Where do they go, disappear into thin air?)

It took about 10 days for me to be fully refunded. I was issued a $15 sorry dollar credit, but this actually EXPIRED 3 months later. I go on hautelook from time to time, but I can never bring myself to buy anything because I don't want to go through the hassle again, and I wonder if what they are selling actually exists. 3 months is a quick time for a credit you issued to me for your mistake to expire anyway!

This is the first review I have ever written in my life, I was so upset with what happened, I had to share it with others so people are not cheated the way I was. We buy from Hautelook regularly; we also view the emails daily as they do have nice things on their website. Saying that let me also say the following:

We purchased a watch on (8/24/12) from their website and received a confirmation email (order #*******) stating changes and cancellation are not allowed and that it is a final sale. Then 8 hours later we received 2 new emails saying that our order was cancelled based on our request (which we never made) without any explanation. We called the customer service and their response was "I am showing there was a product issue and we cannot fill your order". No other explanation, upon asking her what the issue was with the product and stating that we have purchased this item from your website, which Hautelook put up for sale her response was, " we don't have these items and we have partnership with vendors" so there is no guarantee you will receive your order.

For a company owned by Nordstrom, which prides themselves in customer service, Hautelook is atrocious. The rep on the phone was rude and had a nasty attitude; it felt like she was doing me a favor by talking to me on the phone. After this entire situation my understanding is Hautelook doesn't care about its customer, has extremely poor customer services employees, are unable to fulfill their promise to consumers and has very poor business model.

As a professional looking outside in, I hope Nordstrom will retain Mckinsey to go in and clean house, as Hautelook is unable to fulfill their basic promise to consumers.

First I got my order messed up. Waiting 1.5 months for it to stay in "Processing." Called and they cancelled my order saying that they didnt have anymore in stock, and some reason the computer system did not stop me. They gave me 30$ credit for the inconvenience and told me it will not expire and it will apply to my next order. The person did not put it into my account, I waited and have to call back another time to get them to put it in. I tried placing another order today, and my $30 credit is gone. I looked into my account and it said it expired. I did a chat with a rep and they said they cannot give it to me and he made it seem i was stupid saying that I should have looked at my account which says an expiration date. I told him that i do not check my account for something that i did not expect to see (in this case, an expiration date) and he said he cant reissue it but he can refund me shipping if i order. So i said if you could refund me shipping, then you could refund me $30 instead. But no, he said there is no such thing as couresy credit anymore. I call BS. I cancelled my account with Hautelook. Rather save my money on more reliable companies that doesnt lie and actually ships out the stuff you pay for.

I've been using Hautelook since 2010 and I have to say that the quality of products and prices used to be much much better. You can still find some fashionable steals, just not as great and economic as they used to be. I find their customer service great! I've never had problems with returns and refunds, but I have to say they are rather slow on the shipping and delivery department. I have been compensated for delayed deliveries several times, but I also had to cancel orders quite a few times because of delays.

UPDATE
26/12/2016
I decided to go back to Hautelook after a couple of years and the whole experience was totally horrible. Very unprofessional! One of the items I had ordered did not ship with all my other items, and this was definitely not the first time. I initially got an email reassuring me that my item would ship soon... a couple of weeks later, while I was on chat being reassured by a sales representative that there is no way I would not be getting my item, I received an email telling me that they had more orders than items and I would not be receiving my item. I got so upset I decided to send everything back. I printed the shipping label and sent everything back. The tracking number was useless; it showed that they had received my return but when I contacted them they said that that was not the actual tracking number and gave me another number. Three weeks later I contacted them again. They said they had just received the items and it would take another week or so before they could refund me. Seriously? Hundreds of $$ out of my account for about two months and crappy service! What can I say? I thought they could not get any worse but apparently I was wrong! It's really really sad; they started out so great but had turned into one of the most stressful sites to shop at... What a shame!

I wish I would've read reviews about HauteLook before attempting to order some Christmas gifts for my sister on the site. The items were supposed to arrive before the holidays - they did not. So I called and the customer service rep told me they would arrive before New Years - they did not. So I called again and the customer service rep told me they did not have enough inventory to fulfill the order so they were going to cancel the order and refund my money - fine.

I thought I was done with the ordeal, but then two weeks later I received a shipping notification for the items! So I called and the customer service rep told me it was a mistake and they had just printed a shipping label but had caught the error - they did not. A few days later, I received the items I had ordered over 6 weeks ago. So I called again and was told that I did not need to return the items and would not be charged for the items, I could just keep them for my troubles - fine.

THEN! I receive an email stating that I've agreed to be charged for the items - I DID NOT! I'm still in the process of trying to get a customer service agent with enough authority to actually know what's going on and tell me what to do with these items. I don't believe I should have to worry about returning or reshipping items that no longer need and did not mean to order.

The customer service department is a mess and no one seems to know what's going on. I'm so dissatisfied with the experience, not at all what I would expect from a company owned by Nordstroms. So I'll say it one more time - DO NOT SHOP HERE