I was initially put off by some reviews on here but after I had a call with Craig I was immediately put at ease, my order arrived in perfect condition and on time! Thank you for going the extra mile w... Toon meer
Bedrijf heeft geantwoord
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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... Toon meer
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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... Toon meer
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Awful! Avoid at all costs! Firstly they don’t actually have stock or anything and take ages sourcing it in the states and sending it on. You’ll be waiting at least two weeks for your order. Se... Toon meer
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Bedrijfsgegevens
Geschreven door het bedrijf
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.
Contactgegevens
Berkeley Suite, 35 Berkley Square, Mayfair, W1J 5BF, London, Verenigd Koninkrijk
- clientsupport@londonlovesbeauty.com
- londonlovesbeauty.com
2,3
Slecht
219 reviews
Geen recente geschiedenis van het vragen naar reviews
Dit bedrijf heeft hun klanten niet recentelijk uitgenodigd, dus reviews zijn mogelijk niet representatief
Heeft 80% van zijn negatieve reviews beantwoord
Reageert doorgaans pas na meer dan 1 maand
Zo gebruikt dit bedrijf Trustpilot
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Antwoord van London Loves Beauty
Hi Faith, Thank you for taking the time to share your positive experience with us.
So pleased with the quick service
Absolutely thrilled with my order experience! Was a little dubious placing my order as I hadn’t heard of them before but it was the only way I could find the Good Molecules serum without import tax costs. I was fully prepared to wait the 10 day processing time they stated, but I ordered on a Wednesday morning and I had the dispatch email about half an hour later, and it arrived the Friday morning!! Wanted to leave this review to balance out some of the (unfair) negative ones - it clearly states that they are a small business exporting their products from abroad so long processing times should be expected, but I couldn’t be happier with the service I received. Will definitely be ordering again - thank you!
22 februari 2023
Review zonder uitnodiging
Antwoord van London Loves Beauty
Hi Ellie, Thank you so much for taking the time to leave such a wonderful review! We are truly grateful for your lovely words and are thrilled to hear about your positive experience with our service.
Keeps my face well hydrated
Keeps my face well hydrated. I am delighted with the purchase
10 februari 2023
Review zonder uitnodiging
Antwoord van London Loves Beauty
Hi Ndubuisi, It's great to hear you are happy with your product. We greatly appreciate you for dedicating your time to share your review.
Excellent service and happy with the…
Excellent service and happy with the product
Was pleased to find the product being sold on the website as was hard to find :)
19 januari 2023
Review zonder uitnodiging
Antwoord van London Loves Beauty
Hi Alsa, So happy to hear we were able to source the product for you. Thank you for spending the time to post your review.
Utterly delighted!
Utterly delighted! The Juvia’s Place eyeshadow is brilliant. I’m so pleased with it. Delivery wasn’t the fastest beside the likes of Amazon but good communication from the off, came within a few days - what is more, great prices 😁🥳I’m really pleased 🌟🌟🌟
20 januari 2023
Review zonder uitnodiging
Antwoord van London Loves Beauty
Hi, Julie, We are so pleased to hear that you love the palette! Customer satisfaction is our top priority, and it's immensely rewarding to know that we have met your expectations.
Shocking company
Shocking company, do not use. Placed an order on the 22nd December, paid for next day delivery, did not receive order. E-mailed to chase and received a response back to say they has been closed for the holiday period, fair enough. When asked to be refunded for the next day delivery was told I would have to wait up to a further 10 days for my item. Yesterday they e-mailed to say they could not source the item and they would be issuing a refund. The response to this review is inaccurate, I have not been contacted by London Loves Beauty or Trustpilot. I standby review.
18 januari 2023
Review zonder uitnodiging
Antwoord van London Loves Beauty
Despite our best efforts, Trustpilot has refused to remove this potentially misleading, non-genuine, unverified negative review.
Sadly, once again we feel this demonstrates the lack of integrity and reliability 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.
Refused to refund after receiving their candle back!!
Tried cancelling an order immediately after I ordered it which 3 days they replied saying it was too late to cancel.
I received and sent the same candle straight back, to then be told I can’t get a refund because it’s not the right candle!
Terrible customer service and daylight robbery
12 december 2022
Review zonder uitnodiging
Antwoord van London Loves Beauty
Hello Alex,
I am so sorry you feel that we have offered you terrible customer service. I have looked further into this for you and I see we emailed you 6 hours after you sent your email wishing to cancel not 3 days later as you indicate. We cordially advised that we were unable to cancel your order as it had been dispatched.
We did advise that the candle could be returned however once delivery had taken place. You then sent a candle back but unfortunately, the candle that was sent back to us was not the same candle that was sent, this is very easy to see as the candle you sent back has different manufacturing labels on it (in Arabic), this was advised in the email we sent on December 14th, in the same email we advised that this candle would have to be returned but to date, we have had no reply.
I am sorry that this has happened but if the exact same candle we sent had been sent back to us there would have been no issue whatsoever with a full refund.
Please email us at contact@londonlovesbeauty.com to discuss this matter further.
Antwoord van London Loves Beauty
Thank you for taking the time to leave such a lovely review.
Product received swiftly and is well…
Product received swiftly and is well packed, came in great condition.
Very happy with the service.
6 december 2022
Review zonder uitnodiging
Antwoord van London Loves Beauty
Hi Nune, thank you for your kind words and for taking the time to leave your positive review.
A Speedy company you can trust!
Quickly and efficiently delivered my goods! Definitely a website you can trust and live the personalised thank you card with my order 💜
8 november 2022
Review zonder uitnodiging
Antwoord van London Loves Beauty
Thank you so much for taking the time to share your positive feedback with us! We are delighted to hear about your positive experience with us.
What a fantastic company
What a fantastic company! I placed my order on the Monday and I received it within two days. So quick! Very happy with my purchase as it was a great price and delivered quickly. I can’t recommend London loves beauty more and I will definitely be using them again. I’m a very happy customer 😊
21 november 2022
Review zonder uitnodiging
Antwoord van London Loves Beauty
Hi Naomi, We're thrilled to hear about your great experience with our service, and thank you for taking the time to share your review.
Great product/service
Great product! I bought a full size benefit “days of our lights” pallet for just a few more pounds than the twinkle highlighter alone. Service was really good, arrived within 3 days of ordering.
My 3 year old was very happy when she saw the complimentary love heart sweets in the box 🫶
My order was wrapped really well and arrived in perfect condition.
Thank you for your prompt service! It’s always nice to support a small business where possible and I will definitely use this site again!
3 oktober 2022
Review zonder uitnodiging
Antwoord van London Loves Beauty
Hi Aimee, thank you for sharing your lovely review. We take pride in wrapping our orders with care and I am glad the sweets were enjoyed!
Best service ever ❤️
Amazing service, quick response, very kind staff, fantastic delivery the product was well protected and fast delivered.
I felt really valued and I got a little treat in the package (cute sweets ☺️)
I fell in love with London Loves Beauty and I will definitely shop again from you guys ❤️❤️❤️
28 september 2022
Review zonder uitnodiging
Antwoord van London Loves Beauty
Hi Mirana, Thank you so much for taking the time to leave such a wonderful review! We are truly grateful for your kind words and are thrilled to hear about your positive experience with our service.
Great Service
Item came perfectly packaged and as described. Delivery time was prompt and great choice of courier. I will be ordering again off this website. Ordered on 23/9 and I received my item on the 26th. . Amazing 🤩
23 september 2022
Review zonder uitnodiging
Antwoord van London Loves Beauty
Hi Za'Mhir, It's our mission to provide exceptional service and to make every customer's experience as enjoyable as possible, so it's incredibly rewarding to know that we've met your expectations.
Damaged, clearly previously opened.
Product arrived in a damaged squashed box. The product inside has clearly been opened and there was an eyelash inside. Totally unacceptable.
21 september 2022
Review zonder uitnodiging
Excellent Service!
Great customer service!
My product was delivered in 2 days and was safety secured within the packaging that London Loves Beauty delivered. They also sent out constant phone and email updating me about my package within transit. This customer service is one of the many reasons why I continue to shop within this online store.
30 augustus 2022
Review zonder uitnodiging
Antwoord van London Loves Beauty
Hi Jack, Thank you so much for taking the time to share your positive feedback with us! Customer satisfaction is our top priority, and it's lovely to know that we have met your expectations.
Unmatchable service - you won’t be sorry!!
Honestly, I still cannot believe I received my product the next day!! I was gobsmacked… placed order late that night and it was at my door in the afternoon!! Best service ever and the Juvia’s Place Masquerade Palette is also AMAZING and on sale, couldn’t believe my luck 🤩 I was so pleased to find it in the UK and delivered so promptly as I needed it urgently!
Thank you so much for ur excellent service x
16 augustus 2022
Review zonder uitnodiging
Antwoord van London Loves Beauty
Hi Tracy, Thank you so much for taking the time to leave such a lovely review! It's great to hear about your positive experience with our service. Customer satisfaction is our top priority, and it's immensely rewarding to know that we have met your expectations.
Horrible company
Horrible company. Takes forever to ship and then won’t help if have issues with the items. Won’t accept any responsibility if item damaged or faulty. And very very expensive! Avoid them
24 augustus 2022
Review zonder uitnodiging
Horrendous customer service sent faulty item and acted like it was my fault.
Horrendous customer service. Sent a faulty concealer that had no stopped so product was going everywhere, sent pictures as requested and asked if they could send a replacement and then I’d return the faulty one so I could still use in the meantime. Were so unhelpful. Not apologetic at all, pay premium way over priced items and then the customer service is atrocious.
I literally spend hundreds of pounds a month on beauty products from a multitude of companies and this is the worst customer service I have ever received in my entire life.
In response to their reply, I contacted them weeks ago not 23 days after it arrived. This company is a joke as you can see from all of the bad reviews regarding their “customer service” and the CEO was just as rude. I then replied to his sarky email explaining that I contacted the company weeks ago and have had no response from him since.
28% bad reviews for a company is pretty damning so I’m clearly not the only person that has this opinion.
As for blaming Fedex, you clearly buy these products from America once someone has ordered and then blame them on the delay. This delay has happened on every order I’ve made.
My response to Craig their “CEO”.
Hi Craig,
I actually only wrote in response to an email received regarding a review of the item.
I had previously gone onto your website and it states that you only accept returns when they are unused and within the original packaging which I no longer had and explained on my first emails to Kira as I’d started using the product and it wasn’t apparent until it was obvious how much product was being wasted due to the lack of stopper and after I’d watched numerous reviews which didn’t have the same issue.
Your terms and conditions is why I didn’t contact the company until I received the follow up email on any issues.
I thought I’d mention it as it seemed like you cared about any issues.
As I explained to Kira, I spent £39 plus postage on a single concealer, firstly I waited way over the specified delivery schedule which I had to contact the company about and after it finally arrived was extremely disappointed in the waste I was experiencing.
I sent images of the issue which is clearly visible. Obviously I bought it for a reason and so thought it was reasonable due to it being a visibly faulty product from your company that you would send a replacement so I could still have something to use before I sent the item back, elevating the fact I would have to spend even more money on a replacement for use during the 20 days I’d probably have to wait to return it, and subsequently receive a replacement.
“Fit for purpose” is correct for the actual product but the fact I have wasted a lot of it due to the packaging and mess it creates is fundamentally not fit for purpose as you state.
Craig has now responded to the review… think you’re clutching at straws because the amount of horrendous reviews on your “companies” customer service, if you claim to call it that is clearly atrocious.
I have since responded via email to Craig twice which he has blatantly ignored. Thanks Craig you’re just strengthening my argument on your companies bad service and hopefully people can read this ahead of purchasing the from you.
22 augustus 2022
Review zonder uitnodiging
Antwoord van London Loves Beauty
Hello Sarah,
So sorry that you feel this way but there are a few details you have missed out from your review above that I shall outline here.
Firstly we have answered every email you have sent straight away in a kind, apologetic, concerned and understanding way.
Fed Ex had an operational delay in getting your package to you so as a gesture of good will we instantly refunded your shipping costs in full.
Then after you had taken delivery of the item a full 23 days prior you email us to say the item was faulty and also stating that you are using the damaged product. Even though you had no packaging etc we offer a free return, for either a replacement or full refund, again as a gesture of good will even though you were using the product.
You state you will only return the faulty product to us once you have taken delivery of a brand new replacement, this however is against our policy and we must have the damaged product back prior to issuing a replacement.
We have gone beyond the call to do everything possible to assist but you state we have "horrendous customer service" this appears to be based solely on the fact we will not do as you are demanding.
We have replied very quickly to every email you have sent and have apologised many times in them, you even asked to speak to our CEO who emailed you last night again apologising so we reject whole heartedly your claims regarding our customer service.
We are offering you a free return but you continue to fight us every step of the way to avoid sending the item back to us before we send a replacement, whilst also stating that you are constantly using the faulty item.
Again sorry that you feel we have let you down, at no time have we acted like it was your fault for the item being damaged, unless you return it there is nothing more that we can do.
Best wishes,
Leo
London Loves Beauty
{EDIT}
Craig here CEO of London Loves Beauty, I just wanted to post here the email I sent that had the reply shown above:
"Hi Sarah,
Craig here owner of London Loves Beauty.
I have read all correspondence on this matter and first, I am sorry that you have had a faulty item arrive, there is no way of telling this item was faulty until it came time to use it.
Having said that I note that you state you are, surprisingly, continuing to use the product, 23 days after taking delivery, this also tells us that the product is in fact fit for purpose, however, as you are unhappy with it we have advised it can be returned.
I see Kira has offered, on more than one occasion, a free return of this item, even though you continue to use it, for a full refund or exchange. Please understand we must have the faulty item back before we are able to do anything further to help you. This is a very reasonable solution to this unfortunate issue.
I am sorry but throughout the email communications Kira has had with you she has been courteous, apologetic and understanding, to say the customer service afforded to you so far with this matter has been atrocious based on the fact that we are unable to do what you demand I feel is undeserved.
Please advise if you would like to proceed with the return and again I am sorry for any inconvenience caused.
------
Warm regards,
Craig
CEO & Co-Founder London Loves Beauty"
-------
To advise the offer is still there for you to return the product free of charge.
Excellent service!
22 augustus 2022
Review zonder uitnodiging
Antwoord van London Loves Beauty
Hi,
Thank you so much for taking the time to leave us this 5-star review regarding your experience, we truly appreciate it.
Leo
Client Services
London Loves Beauty
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