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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Lees wat reviewers zeggen
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
Bedrijf heeft geantwoord
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
Bedrijf heeft geantwoord
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 90% van zijn negatieve reviews beantwoord
Reageert doorgaans pas na meer dan 1 maand
Zo gebruikt dit bedrijf Trustpilot
Ontdek hoe ze hun reviews verzamelen, beoordelen en modereren.
Problems with customer service
Terrible customer service, I should have listened to the reviews on here. The product took ages to arrive and once it finally did it turned out to the product does not at all do what it was advertised to do. I am usually not one to complain about a beauty product but this one was expensive and failed on all accounts on what it was advertised for. I contacted the company to find a resolution and they were very un-cooperative, not helpful at all, not compassionate, tried to ignore my emails and I had to follow up and overall clearly not a company that cares about what their customers think of them. I am very disappointed and can only recommend to avoid using this company.
Update
The matter was referred to the owner of the company, after pointing out factual mistakes in the reply below, and it was resolved which is why I increased the rating on this review.
12 augustus 2021
Review zonder uitnodiging
Antwoord van London Loves Beauty
Hello,
Thank you so much for taking the time to write this review for us and we apologise that the item you ordered did not meet your expectations.
Upon reviewing correspondence between us I do note that your initial emails were replied to the same day that you sent them and were both compassionate and helpful. We advise that because you had used the product considerably we were unable to accept a return, if the product would have been unused then we would have offered a free return without hesitation.
Regarding delivery times, the option chose at checkout was the slowest delivery service that we offer, we do have much quicker services available but they do cost more I am afraid and we also have our newly launched llbxpress.co.uk website that offers next working day delivery for orders placed before 4.45pm.
It must be noted that the product ordered has had rave reviews all over the internet, if used correctly.
As a small company we very much care about our customers and we are very sorry we were unable to assist you on this occasion.
Best wishes,
Leo
Client Services
London Loves Beauty
Very good experience
I ordered a couple of Rare Beauty items from London Loves Beauty, as I didn’t want to pay to ship them from the US myself. I received the items about 12 days after I ordered, which I thought was very good considering there was a bank holiday in the middle of that time and it would likely have taken longer for me to do it myself from the US. The items are of course legit Rare Beauty items. Wanted to leave a review of my good experience with this company.
6 juni 2021
Review zonder uitnodiging
Antwoord van London Loves Beauty
Hi Eilidh,
Thank you so much for taking time to leave us this 5 star review regarding your experience, we truly appreciate it.
As a very small company we try our best at all times and we feel so proud that you allowed us to serve you.
We look forward to seeing you again soon.
Leo
Client Services
London Loves Beauty
Efficient, hassle-free experience
Efficient, hassle-free experience from beginning to end. Proactive communication every step of the way, and speedy delivery (from America so 'speedy' = week and a bit). Genuine product in perfect condition. Would definitely use again.
10 mei 2021
Review zonder uitnodiging
Antwoord van London Loves Beauty
Hi Harrison,
Thank you so much for taking time to leave us this 5 star review regarding your experience, we truly appreciate it.
As a very small company we try our best at all times and we feel so proud that you allowed us to serve you.
Please do not hesitate to get in touch if you ever need assistance and also please note our new sister company has now opened llbxpress.co.uk for UK mainland customers, offering next working day Fed Ex delivery for orders over £30 if placed before 4.30pm.
We look forward to seeing you again soon.
Leo
Client Services
London Loves Beauty
Good experience - happy customer
I was trying to find Rare beauty make up and this was the only place that offered the products. Obviously as I bought from the company for the first time I was a little worried but... my order came quick, I was receiving emails of where my order was almost every day. I have no complaints at all, I am a happy customer. In fact, I will purchase again as I love my new products.
30 april 2021
Review zonder uitnodiging
Antwoord van London Loves Beauty
Hi Peeliite,
Thank you so much for taking time to leave us this 5 star review regarding your first ever experience with us, we truly appreciate it.
As a very small company we try our best at all times and we feel so proud that you allowed us to serve you.
Please do not hesitate to get in touch if you ever need assistance.
We look forward to seeing you again soon.
Leo
Client Services
London Loves Beauty
Terrible company
Terrible company. Ordered from them and 5 weeks later still no delivery. Customer service is very rude and Chloe just tells lies. They either didn’t have my order in stock (but still took my money) or they couldn’t tell me where it was, I don’t actually know. Would never order from them again. Eventually I got a full refund but not before rudeness from customer service.
*Edit to respond*
I have had to contact Trust Pilot due to London Loves Beauty being unhappy with my honest and accurate experience with them. They are clearly not happy with negative reviews and if that is the case they should sort their customer service department out.
I was lied to multiple times by a woman called Chloe. I was told that my items were on their way when they clearly were not.
When I contacted them via their live Web Chat on their website I was spoken to very rudely by a man who I believe was called Leo and a woman who I can’t remember the name of.
From start to finish it took me 5 weeks to receive my refund and in-between being lied to on multiple occasions by Chloe and being spoken to like rubbish by the customer service team.
I stand by my review and I stand by saying this company is absolutely terrible. As others have said, they wished they listened to the reviews instead of buying from here.
31 maart 2021
Review zonder uitnodiging
Antwoord van London Loves Beauty
Hi Jemsy,
I am so sorry with your experience with London Loves Beauty.
I would very much appreciate it if you would kindly email me at contact@londonlovesbeauty.com your order number so I may look into what has happened in regards to your order and the emails that have been sent to you.
I have found an order under the same name that you use here but this order was placed on Dec 31st when we were on Christmas and New Year holidays. The order was then canceled by the customer 10 days later and fully refunded straight away.
I have checked all emails for this order that have been sent and all are polite and answered either same day or within 24 hours.
As I say I am unsure if this is your order though but it does have the same name that you use on here so if you could clarify I would very much appreciate it.
Best wishes,
Leo
Client Services
London Loves Beauty
Good experience loved my product
My first time buying from them loved my Tower 28 product , found Chloe really professional she couldn’t do enough to help me, will 100% be buying more from London loves beauty.
6 maart 2021
Review zonder uitnodiging
Antwoord van London Loves Beauty
Hi Rachel,
Thank you so much for taking time to leave us this 5 star review regarding your experience, we truly appreciate it.
As a very small company we try our best at all times and we feel so proud that you allowed us to serve you.
Please do not hesitate to get in touch if you ever need assistance and we look forward to seeing you again soon.
Leo
Client Services
London Loves Beauty
Customers mean little to this company
I was sent the wrong product and not given a full refund. This may not seem like a big deal but the product I ordered was very expensive. It was to help some inflamed skin on my face. London Loves Beauty made a mistake by sending me the wrong product and because I didn’t notice the mistake until I had opened and tried the product, they refused to rectify the problem. Also, each time I go to review the product in their website, they do not publish it. Very interesting to see on Trustpilot the amount of negative reviews.
23 februari 2021
Review zonder uitnodiging
Antwoord van London Loves Beauty
Hi Annabel,
We are so sorry that the incorrect item was sent to you and as we stated in our emails we would have been only to happy to have had this incorrect item collected from you and returned to us for a full refund if unused, but sadly you had used the product every day for a week.
We did however issue you with a discount coupon as we felt this was the fairest way forward given the unusual circumstances regarding this order.
Again we are very sorry for any inconvenience caused.
Best wishes,
Leo
Client Services
London Loves Beauty
Utterly awful experience!!!!
Chloe from London Loves Beauty gave me the worst customer support. An outrageous experience of waiting about 2 months, a bunch of excuses, and a MISSING ITEM -which Chloe REFUSED to accept any proof- including photos showing their own list of items on the invoice, missing an item that wasn't "ticked/checked" on the list!!! An utterly awful experience.
8 februari 2021
Review zonder uitnodiging
Antwoord van London Loves Beauty
Hi George,
I am sorry to read how disappointed you are with our service this is not what we wish to read about your experience.
I can only apologize for the length of time your order took to get to you but this was down to Brexit with all couriers experiencing delays at the start of this year with shipping to EU destinations.
As stated to you in emails regarding the invoice you recieved that had one item not checked next to it, this has no bearing on the contents of your package, as the item not checked you actually received.
Again we are very sorry for any inconvenience caused.
Best wishes,
Leo
Client Services
London Loves Beauty
Be careful.....so much negative feedback is for a reason
Lists stock which they don't have or they've decided not to sell ...not sure which is truly relevant to my situation.....reason provided infers the product to be a spray (areosol) which if they had the item they would see was not the case.
Refund pending for 6 days now on PayPal due to e-cheque refund method used after they cancelled my order. PayPal say it could take 10 days as not initiated money back to me the way I paid them.
First n last time for me ....London might love beauty but I certainly don't!!
3 februari 2021
Review zonder uitnodiging
Antwoord van London Loves Beauty
Hi Helen,
I am so sorry for the negative experience that you have had shopping with us.
Your item was in stock but we genuinely thought that it was a pressurised container, hence cancelling your order and advising you we were not selling items of this nature in the future. If this was not they case then I whole heartily apologize then as this was our mistake.
We issued the refund to you exactly the way you had paid, we simply have a "refund order" button for Paypal, however way they wish to refund this to you we have no control over I am afraid and I apologize for the length of time taken for your money to get back into your account.
If there is anything I can do to personally make up for our failings then please email me at contact@londonlovesbeauty.com
Best wishes,
Leo
Client Services
London Loves Beauty
I am a first time shopper to…
I am a first time shopper to LondonlovesBeauty and reading remarks on here fearful of non delivery, stock taking weeks to get etc etc.
Well l have to say it was 100% the opposite experience for me, when l asked online if the item was in stock and how long to receive (as l read many negative reviews on trustpilot to the contrary) they told me it was in stock and would arrive tomorrow.
Well it arrived the next day via Fedex and beautifully packaged.
Moral of story, don't always listen to the negative reviews, educate yourself, ask questions and make your own mind up.
Cracking company and products
2 februari 2021
Review zonder uitnodiging
Antwoord van London Loves Beauty
Hi Liam
Thank you so much for taking the time to provide this 5 star feedback for us, we truly appreciate your custom.
As a very small company of just 7 beauty & makeup-obsessed people, we try our very best at all times to provide our customers with the best buying experience possible.
We look forward to seeing you again soon.
Leo
Client Services
London Loves Beauty
Not very happy
So i've waited a whole month for my product to finally arrive (Holland)
Sended a few emails and they asked me to wait for it.
When it finally arrived and opened my fenty contour stick there was a scratch on the product. Wanted to send it back but i don't want to wait for another month.
1 februari 2021
Review zonder uitnodiging
Antwoord van London Loves Beauty
Hi Janneke,
Thank you for taking the time to leave us a review and I am personally very sorry to read of the issues encountered.
Sadly the time your order took to arrive in your country was outside of our control, a huge number of delays were encountered by every courier due to the huge changes that came about due to the UK leaving the EU.
With regards to the damage encountered to your item please email me at leo@londonlovesbeauty.com and I would be more than happy to assist.
Best wishes,
Leo
Client Services
London Loves Beauty
Happy Customer
I'm so glad I decided to use LondonLovesBeauty despite of the many negative reviews! My experience was great. Wide range of products, fair prices, low shipping fees, quick delivery. I really have nothing to complain about and I was finally able to buy the Rare Beauty foundation, which I can't find anywhere in Switzerland. I'll use it again.
29 januari 2021
Review zonder uitnodiging
Antwoord van London Loves Beauty
Hi Paola,
Thank you so much for taking the time to provide us with this 5-star feedback we are delighted you have had such an incredible buying experience with us.
As a very small company of just 7 beauty & makeup-obsessed people, we try our very best at all times to provide our customers with the best buying experience possible. We are so glad we could provide you with your Rare Beauty items.
We look forward to seeing you again soon.
Leo
Client Services
London Loves Beauty
WORTH GIVING THESE GUYS A CHANCE
I’m having to write this so that it may give someone else a leap of faith in these guys!!!!
Admittedly I was sceptical prior to placing an order BUT they delivered!!!! Yay!!!!!!
Since then I have now put in a total of 4 orders over the past two weeks; and they have actually managed to source everything I have asked for from Laura merciers amazing baked blush bronzer that was discontinued in the uk (it was called RITUAL and the dupes I tried were far from similar and extremely muddy) and Kylie’s matte lipsticks (I asked for vacay and Esmee spoilt me with the whole collection) the turn around time for sourcing these items was so fast I didn’t even get a chance to finish my conversation and the items had been sourced and orders were accordingly placed 💃
Everyone deserves a chance and I’m glad to have given these guys a chance and I’ve not regretted it the slightest :)
Thank you London Loves Beauty for being my virtual makeup genie and baring with my strange requests :)
28 januari 2021
Review zonder uitnodiging
Antwoord van London Loves Beauty
Hi Saira,
Thank you so so much for all your kind words and for the orders that you have placed, we are truly humbled.
Please don't hesitate to reach out should you need any help in the future as we are always here to assist.
Hope to see you again soon.
Best wishes,
Leo
Client Services
London Loves Beauty
Ich warte auf mein packet Zeit 1 Woche…
Ich warte auf mein packet Zeit 1 Woche und es liegt immer noch bei dhl.ich habe versucht paar mal mit Kunden Service darüber zu informieren das ich mein packet nicht bekommen.die habe geschrieben das sie sich darum kümmern aber die haben danach die Chat Leiste gelöscht das ich sie nicht mehr kontaktieren kann . Das ist ein Frechheit von denen das ist mein letztes mal das ich von ihr was kaufe!!!!!!!!!!!!!!!!!!!!.
27 januari 2021
Review zonder uitnodiging
Antwoord van London Loves Beauty
Hi Didem,
So sorry to read that your order faced delivery delays due to Brexit-related issues.
We did keep you informed every step of the way that there was nothing wrong with your delivery address etc and I am glad to see from the tracking that your order was delivered safely shortly after you posted this review.
Again I am so sorry for any inconvenience caused and you did not get the quality of service you were expecting be that from us or our delivery partners.
I can be contacted via email if you wish to discuss things further going forward as we very much appreciate your custom.
Best wishes,
Leo
Client Services
London Loves Beauty
Received a half empty tester
I ordered an item on Dec 9th for Xmas. I received the item on Dec 28th - but when we opened the box it was half empty and had a label on it that said "try me." They were not awesome when I requested returning the product - and our last exchange had them accussing me of fraud. I'm glad American Express quickly approved my charge dispute.
24 januari 2021
Review zonder uitnodiging
Antwoord van London Loves Beauty
Hi Julia,
I am so sorry to read of the issues you encountered.
I am unable to go into the reasons that American Express contacted us with concerns about your order, please email us for further information on this if you require further clarification but we did go into detail in the last email we sent to you and you fully explained the situation.
I am glad to see that a replacement was sent to you and the matter is now resolved.
Best wishes,
Leo
Client Services
London Loves Beauty
Fantabydosy! Will use again!
Fab service. Emailed the day before to check they are UK based and that the Juvia's Place items I wanted were in stock, coming from the UK. They replied promptly and confirmed this. So I ordered the same day, received instant confirmation of order, and items were delivered two days later. Perfect condition, plenty of bubble wrap to keep safe. Genuine product. Will use again!
Considering the item is normally only available in America, the price is fair compared to paying international delivery and customs fees, all considered. Not to forget fast delivery time!!
Only gripe, website could be easier to navigate.
10/10!
Also this makeup is SWISH
28 november 2020
Review zonder uitnodiging
Antwoord van London Loves Beauty
Hi Danielle,
Thank you so much for your Juvia's Place order it was our pleasure to dispatch your item the same day so you took delivery in just 48hrs.
Hopefully, we have addressed your concerns regarding our site navigation as we have updated our entire main menu system, so it should be easier to find brands such as Juvias Place, Tatcha, Rare Beauty, Youth To The People, Skinfix, JLO Beauty, etc.
We hope to see you again soon, any further thoughts, etc that you may have about our website please email us as this is as much your company as it is ours.
Best wishes,
Leo
Client Services
London Loves Beauty
After reading some of the reviews I was…
After reading some of the reviews I was a bit hesitant to buy from this site but I really wanted to try Tatcha which isn't easily available in the UK. I emailed LLB before hand to ask if the items I wanted, who confirmed they were. So purchased and item was delivered today with no issues. Really happy and will purchase from here again.
11 november 2020
Review zonder uitnodiging
Antwoord van London Loves Beauty
Hi Karim,
Thank you so much for this 5-star review, it is greatly appreciated.
We are so happy that we were able to serve you with your Tatcha needs.
We look forward to having the opportunity to welcome you back to London Loves Beauty again very soon should you have any further Tatcha needs as we do stock almost the entire range.
Best wishes,
Leo
Client Services
London Loves Beauty
Do not purchase from this website
Do not purchase from this website . False advertisements on goods that they do not have in stock . You will wait weeks if not months for your order to arrive. Constant lying from chole customer service advisor
8 oktober 2020
Review zonder uitnodiging
Antwoord van London Loves Beauty
Hi Tara,
Thank you for your feedback, I am very sorry to read your comments.
Please email me at contact@londonlovesbeauty.com and I will be more than happy to look into what has happened, be that our fault or with our delivery partners. Please include any order numbers you may have and I will report back straight away.
Best wishes,
Leo
Client Services
London Loves Beauty
Ignores customer queries?
I would have given a higher rating if they actually replied to messages and the site didn’t keep lagging, freezing and randomly logging me out. I received my order in a timely fashion which I am great full for but the no response to queries doesn’t sit well with me. Not sure if I’ll order again.
4 oktober 2020
Review zonder uitnodiging
Antwoord van London Loves Beauty
Hi Natalie,
Thank you so much for your review and for allowing us to serve you.
Very sorry about the issues you have encountered, hopefully, our website is now performing better for you.
If you would kindly email me at contact@londonlovesbeauty.com I will chase through our email history and advise if I see any issues etc as we do reply to each and every email as a rule.
Best wishes,
Leo
Client Services
London Loves Beauty
I made my order on 29th of May and…
I made my order on 29th of May and never received it. And also didn't get a refund when í've askd for it.
Never ever buy from this seller!
28 september 2020
Review zonder uitnodiging
Antwoord van London Loves Beauty
Hi Nelly,
Thank you for taking the time to leave your feedback.
I have just checked and I see that we were in constant communication with you regarding your order and we did advise that the order was on its way back to us as you were not in to take delivery.
Getting information regarding your order did take longer than we would have liked but this was due to the order shipping outside of the UK.
I do see that a full refund was issued and the matter resolved.
Should you have any further concerns or need assistance please email us at contact@londonlovesbeauty.com
We very much appreciate your custom and would like to you stop by our website again in the future.
Best wishes,
Leo
Client Services
London Loves Beauty
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