Placed an order, however I never received the items! When I contacted their so called customer service by chat an email .There isn't a phone number listed on their website. Their response I received... Ver mais
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Leia as opiniões dos outros
Don't go through the pain of dealing with this business. ISSUE 1: My product arrived OPENED and UNSEALED, it had smeared through the package & had what looked like lots of short black hairs stuck o... Ver mais
A empresa respondeu
I got my parcel after a good while, although I expected that coming from the states. My review is for their customer service. I've sent an email 3 times and no reply. Left messages on IG and still not... Ver mais
Absolut einwandfreier Service, gerne wieder ! Hab mir die JLO Beauty Serie gegönnt da sie sonst nirgends angeboten wird und das Paket war super schnell bei mir. Kundendienst ebenfalls mega freundlich... Ver mais
A empresa respondeu
Informações sobre a empresa
Escrito pela empresa
Welcome to London Loves Beauty Thank you for visiting our Trustpilot page. For over 10 years, London Loves Beauty has been helping customers across the UK and beyond get their hands on the latest, hardest-to-find beauty, fragrance, bath and body, and lifestyle products from around the world. Having served millions of customers and shipped countless orders, we're proud to be one of the UK's leading personal shopping services for exclusive and imported products. Our Business Model: Unlike a traditional retailer, many of our products are sourced through our personal shopping and buy-to-order service. This means we purchase items directly from our trusted suppliers and retail partners, particularly in the USA, after orders are placed. This allows us to offer products that may not otherwise be available in the UK. Because of this sourcing model: Some items have longer delivery times than standard UK retail. Product availability can occasionally change before stock is secured. These terms are clearly outlined throughout our website, on product pages, during checkout, and in our order confirmations. Our goal is to provide access to exciting products that our customers love while being transparent about how our service works. Our Commitment to Customer Service: We're a small, dedicated team passionate about delivering an excellent customer experience. If something doesn't go to plan, we work hard to put it right, whether that's providing updates, sourcing alternatives, or issuing refunds where appropriate. We encourage anyone reading our reviews to also read our responses. Trustpilot reviews often represent a small fraction of the many thousands of orders we process, and our replies frequently provide additional context, explain what happened behind the scenes, and outline the steps taken to resolve any issues. We believe transparency is important and are committed to addressing all genuine customer concerns openly and professionally. Trusted by Customers and Industry Professionals: Over the years, we've been privileged to supply products to leading publications including Vogue, The Sunday Times Magazine, and Grazia, as well as celebrities, major film studios, and television productions including the BBC, ITV, and Netflix. We were also proud to be the official makeup supplier for Netflix's After Life. Shop with Confidence We offer: Genuine, brand-new products. No customs charges for our customers, including those in the EU. Secure payment options include Visa, Mastercard, American Express, PayPal, Klarna, and Clearpay. Whether you've had a fantastic experience or feel we could have done better, we genuinely value your feedback. Every review helps us improve, and we're grateful to everyone who takes the time to share their experience. Thank you for choosing London Loves Beauty and for supporting our small business.
Informações de contacto
Berkeley Suite, 35 Berkley Square, Mayfair, W1J 5BF, London, Reino Unido
- clientsupport@londonlovesbeauty.com
- londonlovesbeauty.com
2,2
Mau
218 opiniões
Sem histórico recente de solicitação de opiniões
Esta empresa não convidou os clientes recentemente, pelo que as opiniões podem não ser representativas
Respondeu a 47% das suas opiniões negativas
Geralmente leva mais de um mês para responder
Como esta empresa usa o Trustpilot
Veja como as respetivas opiniões e classificações são obtidas, classificadas e moderadas.
Missing Order
I placed an order of a substantial sum with this company on 15 August. I paid postage fees to receive the order and I was advised in writing that express delivery would take 1-3 working days after the delivery was handed to the courier. I have not received the order. I have contacted the company via e-mail twice and I have not heard back.
15 de agosto de 2024
Opinião espontânea
Resposta da London Loves Beauty
Despite our repeated efforts, Trustpilot has refused to remove this misleading, unverified, and potentially non-genuine negative review.
Once again, this raises serious concerns about the integrity and reliability of Trustpilot’s platform.
Both Trustpilot and London Loves Beauty have reached out to the reviewer for further details to verify the authenticity of this review, yet our requests have been ignored.
We remain committed to addressing any genuine customer concerns and encourage open communication to resolve issues effectively.
It’s important to highlight that in over nine years of trading, we have served millions of satisfied customers.
Trustpilot’s failure to hold reviewers accountable and its refusal to remove baseless, damaging reviews unfairly harm legitimate businesses.
This lack of responsibility is deeply disappointing and highlights how Trustpilot is failing small businesses.
PLEASE DO NOT BUY FROM THIS COMPANY
Awful company, and like other purchasers have noted, I too wish I had read the reviews on this company, before making a purchase from them.
Please do not make the same mistake I did!
I made an order through their website, [Order #LLB54320021282] (August 6, 2024)
I've since sent four e-mails without response to any.
It's now August 27th, and I've not received my order. I will be contacting my bank to try and get my money back. Complete scam of a company, and should not be allowed to be in business.
6 de agosto de 2024
Opinião espontânea
Resposta da London Loves Beauty
Hi Jamie,
Thank you for sharing your feedback with us. We're truly sorry for the lack of response to your emails. After a thorough search, we discovered that your emails were mistakenly directed to an unmanned mailbox due to a new status update in our system. This was completely our oversight, and we sincerely apologize for the inconvenience this caused.
We are relieved to see that your order has now been delivered, we see that delivery was first attempted on August 24th and that delivery finally took place a few days later. If there’s anything else we can assist you with, please don’t hesitate to let us know.
My candle was damaged so they couldn't…
My candle was damaged so they couldn't dispatch it. They asked if I wanted another one and so far I haven't gotten a reply for a month.
14 de julho de 2024
Opinião espontânea
Resposta da London Loves Beauty
Thank you for your feedback.
After our initial email informing you that the candle was damaged and couldn't be sent, we didn’t hear back from you for two weeks. When we did receive your response, you mentioned, "Sorry I'm only responding now, I didn't see the email."
Once your instructions were received, we regret that our follow-up was not as prompt as it should have been, and for that, I sincerely apologize. However, we did follow your directions, and I’m pleased to confirm that the issue has now been fully resolved.
Do not buy from them
Do not buy from them. I ordered two products from the website and was really excited as one was supposed to be a gift one of the products arrived completed smashed with glass inside the product and the other was completed shaken. I contacted customer service who told me that they do not do replacement however a refund was possible so they set up collection. The collection never happened which I contacted the company, absolutely silence on the side. Them I contacted DPD who told me due to the error given to them about the address they couldn’t collect the parcel. I proceeded to inform London Loves Beauty and I haven’t heard anything the entire week. Very disappointed as I planned to order more stuff and even got others to buy from them. Definitely will not recommend. Safe your money and the hassle.
27 de julho de 2024
Opinião espontânea
Resposta da London Loves Beauty
Hello Aretha,
We're genuinely surprised and disappointed to see the review you've left, especially since we've provided clear evidence that the address was entered correctly on our end and the issue lies with DPD.
We've been in regular contact with you to resolve this matter, several times this week alone, sharing photographic proof of the address submitted to DPD for collection.
We are so sorry this damage happened but we wish to say you have been a pleasure to communicate with under such difficult circumstances, which is why your review comes as such a shock to us.
The good news is that it looks like this matter will be resolved in the coming days, as DPD has finally collected the package.
We sincerely apologize for any inconvenience this situation has caused and appreciate your understanding.
UPDATE: DPD have confirmed they had an issue with their booking portal which led to an issue with the first failed collection, but the issue was quickly resolved. Your order was collected, returned, and refunded on the same day. We maintained constant communication throughout the process, with our After Hours Client Service Team even responding outside of regular hours to keep you fully informed.
We're pleased to hear that you're now satisfied and that everything has been successfully resolved.
Great company! Lovely products!
I was a little worried about buying from London Loves Beauty given these reviews but I needn't of worried! They have been brilliant. Communication has been slick and service excellent. All items arrived on time today, beautifully packaged. Thank you so much!
5 de julho de 2024
Opinião espontânea
Resposta da London Loves Beauty
Thank you so much for your wonderful review! We're thrilled to hear that you had a great experience with us.
We understand that reading reviews can sometimes create concerns, so we're delighted that we were able to exceed your expectations.
It's fantastic to know that our communication, service, and packaging met your standards.
Your satisfaction means the world to us, and we look forward to serving you again in the future. Thanks once again for choosing London Loves Beauty! 🌟
Wish we had read reviews first
Wish we had read reviews first
Placed order 28 May and paid £6.95 for express delivery. Received order confirmation. Item didn't arrive. Emailed L.L.B twice. No reply. Have discovered today funds refunded. No communication no explanation. Avoid.
28 de maio de 2024
Opinião espontânea
Resposta da London Loves Beauty
Hi,
Thank you for reaching out. We're truly sorry for any inconvenience caused by the recent order cancellation.
Upon review, we found that a cancellation email was sent to you on June 4, 2024, at 7:33 am. This email explained that the cancellation was due to new shipping restrictions on the product you ordered, a situation beyond our control.
We understand how frustrating this must be and apologize for any trouble this has caused. Additionally, despite thorough research, we haven't found any previous emails from you regarding this issue.
If you have any further concerns or need assistance, please don't hesitate to email us.
Best regards,
London Loves Beauty Client Services
Avoid at all cost
Placed an order 27th apr. Just got a confirmation email other than that nothing. Emailed them a few times and send a dm on instagram . No response. Now had to dispute it with bank. Avoid
27 de abril de 2024
Opinião espontânea
Resposta da London Loves Beauty
Dear Haleema,
We are truly sorry to hear about your recent experience and that you felt the need to advise others to avoid using our services at all costs.
I have personally looked into what happened with your order, and I would like to clarify the situation.
Your order, placed on April 27th, was indeed processed and shipped. However, it was returned to us by Royal Mail with the notation "no such address."
Upon receiving the returned order, we promptly issued a refund to you. To our knowledge, no dispute from your bank was processed, nor would there have been a reason for one given the circumstances.
Regarding your communications with us, I found that we received your first email on May 30th at 6:09 PM. We responded to this email the same evening at 7:43 PM, providing you with the full tracking details of your order. This response was sent less than two hours after your initial email and outside of our regular office hours, reflecting our commitment to timely customer service.
We deeply regret any inconvenience this may have caused you and appreciate your feedback, as it helps us improve our services. If there is anything further we can do to assist you, please do not hesitate to contact us directly.
Sadly, once again we feel this demonstrates the "integrity" of this website.
Ordered over a month ago
Ordered over a month ago, still haven’t received anything! They don’t even answer to you! THIS COMPANY IS A SCAM PLEASE AVOID!!!!
26 de maio de 2024
Opinião espontânea
Resposta da London Loves Beauty
Thank you for your feedback.
We understand your concerns and have looked into your order details. We can confirm that your order was re-sent after the first was lost at no extra expense and delivered via DPD.
With regards to the lack of answering you that you claim we see your first email came to us on Sunday June 2nd at 12.59am and we replied to you on Monday June 3rd at 12.37pm with various other interactions after these initial emails answered within the same approximate timeframe. In the final email exchange where we asked if you would like us to send replacements you stated "Yes please go ahead, thank you for your help I’m looking forward to receiving these products."
If you have any further questions or issues, please do not hesitate to contact our customer service team, and we will be more than happy to assist you.
Sadly, once again we feel this demonstrates the "integrity" of this website.
No idea what is going on.
Aside from receiving a confirmation email, I have had no further updates on an order I placed on the 19th March.The customer service email will not 'send' my email
Can anyone advise me please.
19 de março de 2024
Opinião espontânea
Resposta da London Loves Beauty
Thank you for your review and for bringing this to our attention. We're sorry to hear about the confusion regarding your order.
We are pleased to inform you that our records indicate your order has now been delivered.
We understand how important it is to have accurate and timely information about your order. To help you further, we have sent an email with all the delivery details and tracking information. If you have any additional questions or need further assistance, please don't hesitate to respond to that email or contact our client support team directly.
We appreciate your patience and understanding. Thank you for giving us the opportunity to address your concerns.
Happy Customer
Was dubious about my order being delivered after reading some reviews, but no need, received tracking information via email and am so happy with my purchase, thank you :-) Would recommend!
28 de março de 2024
Opinião espontânea
Resposta da London Loves Beauty
Thank you for your kind words and positive review. We hope you love your londonlovesbeauty.com purchase and we look forward to serving you again.
I had the best experience ever ..
I had the best experience ever the service amazing and you got everything thing that’s new I have placed two orders until now and I am so glad I only found them on your website ❤️🥹
27 de fevereiro de 2024
Opinião espontânea
Resposta da London Loves Beauty
Thank you for your kind words and positive review. We hope you love your londonlovesbeauty.com purchases and we look forward to serving you again.
I needn’t have worried as everything went well.
I was apprehensive about using this company after reading the other reviews, but I’m happy to say that I’ve had a very positive experience with them.
I used Klarna pay in 3 in case of any issues, but I received a tracking email for my order later the same day after I placed my order.
The tracking was with Royal Mail so it was fully tracked and arrived well packaged with tissue paper and in a box.
The products are in perfect condition and I’m very happy with them as I couldn’t get them anywhere else in the UK.
14 de fevereiro de 2024
Opinião espontânea
Resposta da London Loves Beauty
Thank you for your kind words and positive review. We hope you love your londonlovesbeauty.com purchase and we look forward to serving you again.
Worst shopping experience I’ve ever had
Worst shopping experience I’ve ever had. They sent me an expired product, the customer assistance was rude and unhelpful, and they also claim to need the expired product back in order to issue a refund. Total scam
12 de janeiro de 2024
Opinião espontânea
Resposta da London Loves Beauty
Dear Pia,
Thank you for sharing your experience and providing more information. I sincerely apologize for the inconvenience you encountered. Upon reviewing your case, I can clarify the following points:
Expiration Date: The product in question was not expired but had a few weeks remaining before its expiration date. We understand that this might have caused concern, and we aim to improve our processes to ensure products are well within their expiration periods upon delivery.
Refund Process: Our team provided clear instructions on how to return the product for a full refund. It appears that you chose not to follow through with the return process. We always strive to make returns as straightforward as possible and appreciate your feedback on this aspect.
Customer Service: After thoroughly reviewing the transcripts of your Live Chat interactions, I found that our staff member maintained a courteous and respectful demeanour throughout your conversation.
We aim to offer friendly and helpful support, and I'm sorry if this was not reflected in your experience.
Your feedback is valuable to us as we continually work to enhance our services. If you have any further questions or would like to discuss this matter in more detail, please feel free to contact us directly at clientsupport@londonlovesbeauty.com
Die Frist für mein Paket ist jetzt auch…
Die Frist für mein Paket ist jetzt auch abgelaufen und man hört einfach nichts. Keine Versandbestätigung und auch keine Antwort auf meine 2 Mails. Absolute Frechheit! Ich habe es bei Paypal gemeldet und trotzdem keine Reaktion von denen. Man kann doch wenigstens mal antworten!!!!
29 de janeiro de 2024
Opinião espontânea
Resposta da London Loves Beauty
Hallo, Ihre Bestellung wurde eine Woche vor dem Datum dieser Bewertung erstattet. Sowohl wir als auch PayPal haben Ihnen Bestätigungs-E-Mails bezüglich der Rückerstattung gesendet, daher scheint es ein Problem mit dem Empfang dieser E-Mails bei Ihnen zu geben.
Ordered Sol de Janeiro 59 which was…
Ordered Sol de Janeiro 59 which was sold out everywhere or only available at a very inflated price on some sites. Dispatch took a bit longer than expected but product arrived today and was worth the wait as still very difficult to find. Would recommend but best to managed your expectations on delivery times.
31 de janeiro de 2024
Opinião espontânea
Resposta da London Loves Beauty
Hi Brenda,
Thank you so much for your wonderful review! We truly appreciate you taking the time to share your experience with us. It was a pleasure to serve you, and we're thrilled to hear that you had a positive experience. Your feedback means a lot to us, and we look forward to welcoming you back soon. If there's anything else we can do for you, please don't hesitate to let us know.
Avoid Avoid Avoid!!!
Avoid this company at all costs!! They will miss goods from your order and will not refund you !! Customer service what customer service 😵💫 Do not buy from this company they will rip you off you have been warned … I would have given zero stars but no option to do that 😡
23 de janeiro de 2024
Opinião espontânea
Resposta da London Loves Beauty
We suspect this review is not genuine and have reported it to Trustpilot.
London Loves Beauty has no record of a customer named Gm. Upon examining other reviews left by this individual, a concerning pattern emerges.
Requests for further information to help identify this individual by both us and Trustpilot have gone unanswered.
This situation once again calls into question the "integrity" of this platform.
I ordered on January 3rd the package…
I ordered on January 3rd the package was shipped on January 12th and now it's the 18th and STILL NOTHING IT'S A SCAM
3 de janeiro de 2024
Opinião espontânea
Resposta da London Loves Beauty
We apologize if you felt compelled to label our company as a scam.
However, we are pleased to note that your order was successfully delivered to you in your country shortly after your review was posted (specifically on January 24).
If there are any further concerns or questions you have, please feel free to reach out to us directly.
Extremely slow shipping and customer…
Extremely slow shipping and customer service team appealing. Do not give them your business!
1 de dezembro de 2023
Opinião espontânea
Resposta da London Loves Beauty
Despite our best efforts, Trustpilot has refused to remove this potentially misleading and unverified negative review.
Sadly, once again we feel this demonstrates the lack of integrity of Trustpilot's website.
Both Trustpilot and London Loves Beauty have asked the reviewer for further details so we can verify this as a genuine review based on an actual customer's experience, but these requests were ignored.
We are committed to addressing any concerns our customers may have and encourage open communication to find the best resolution.
Awful customer service
Awful customer service. I ordered an expensive make up palette over £100 as a gift for Christmas. I took the palette out of the brown delivery box and wrapped it up for Christmas. When my wife opened it on Christmas Day all of the make of was smashed and un-usable. Obviously damaged in strand it. I immediately sent photos to London loves beauty to request a replacement. They have refused to do anything as I did not keep the brown delivery box. The worst customer service I have ever experienced. Will never shop here again.
9 de janeiro de 2024
Opinião espontânea
No shipment or information for a month, still waiting
I placed an order on 13th December and now (9th January), so nearly after a month no shipment and no information whatsoever. I paid £130 GBP for the product, it hasn’t been shipped for a month and despite various attempts at contacting the company (email, chat), no response. I hope this will get resolved somehow this really falls short of any reasonable expectations (company states 5-10 days shipping time). No phone number is given so I can’t do anything else than wait and if no response take legal action.
9 de janeiro de 2024
Opinião espontânea
Resposta da London Loves Beauty
Thank you for bringing this to our attention, and we sincerely apologize for the inconvenience you've experienced with your order. We understand your frustration with the extended delay and the slower-than-we-would-like communication from our side, which is not reflective of our usual standards of service.
Upon investigation, we found that your order was dispatched promptly from our USA warehouse but encountered unforeseen delays in transit over the Christmas holiday period. Nonetheless, we acknowledge that this does not excuse the delay and the inconvenience caused to you.
We were glad to read that the products arrived in good condition after this review was left.
Thank you once again for bringing this to our attention and for your understanding.
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