Avoid, customer service is shocking. Took 3 weeks to dispatch my order and weren’t replying to emails. They finally replied to say they would cancel my order and issue refund (i ordered from else... Toon meer
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Lees wat reviewers zeggen
LTL offers great deals - I got the balayage one months ago and saw it was available again so I purchased. Easy booking over email to redeem the voucher.
Waited a long time for delivery, had to contact customer service to find out where my order was, was then told my items were on back order. Communication needs improvement! Someone should’ve updated m... Toon meer
Same as all the other reviews, have bought £70 worth of gear and it hasn’t arrived after weeks. No response from them, and also looks like they are deleting all comments from instagram. Have now dispu... Toon meer
Bedrijfsgegevens
Geschreven door het bedrijf
Founded by award-winning London salon group Live True London, the LTL Shop was created to bring our clients professional hair care at an unbeatable price. With product knowledge gained through ten years of salon experience, we want to offer you the best hair care for salon quality hair at home.
Contactgegevens
18 Soho Square, W1D 3QL, London, Verenigd Koninkrijk
- contact@theltlshop.com
- theltlshop.com
2,8
Gemiddeld
247 reviews
Heeft 1% van zijn negatieve reviews beantwoord
Reageert doorgaans binnen 1 week
Zo gebruikt dit bedrijf Trustpilot
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Not received my purchase…
I ordered £120 worth of products on January 23 this year and it is now March 6 and thus far have only received half my order in packaging that was severely damaged. They gave me two tracking numbers but both were attached to one package so it looks like two parcels were sent, yet I only received one parcel. LTL customer service is poor, no refund has been given, my paid for products didn't materialise and now communication from them has ceased - very disappointing experience. In the reply below, LTL request I send all the information to them, I took the time to do this, wrote to them yet again and yet did not respond. Their reply to my rating on trustpilot is not genuine and I am thoroughly disgusted with their bad practice.
6 maart 2025
Review zonder uitnodiging
Antwoord van The LTL Shop
We take your allegations extremely seriously. We urgently request you provide:
- Order number
- Email address used for the purchase
- Specific details of the incomplete order
Any communication records
We categorically deny being a scam and are prepared to:
Trace your full order
Investigate the tracking discrepancy
Resolve any outstanding issues
Our customer service team is committed to fully addressing your concerns. Without specific details, we cannot investigate the precise nature of the problems you've experienced.
We insist on a thorough and transparent resolution of your complaint.
The LTL Customer service Team
No product no responses
Ordered product. Not dispatched. No response to comms.
21 februari 2025
Review zonder uitnodiging
Antwoord van The LTL Shop
We take your concerns seriously. To investigate and resolve this issue, we need:
- Order number
- Date of purchase
- Email address used
- Details of communication attempts
Without specific information, we cannot trace or address your specific order problem. We are committed to resolving any legitimate customer service issues and invite you to provide complete details.
The LTL Customer service Team
AVOID AT ALL COSTS
AVOID AT ALL COSTS. If I could recommend you to do one thing, it would be to avoid this store at ALL COSTS. Ordered four items from LTL Shop and one item was dispatched swiftly. The rest of the items in my order took 3 weeks to arrive. I kept chasing as to where my products were as they had an estimated delivery time of 3-4 days. WRONG. 3-4 weeks more like. I asked where my products were yet again and I was lied to and given the Royal Mail Tracking number for the parcel with the one item that had already been delivered. For the sake of saving a few extra pounds TAKE YOUR CUSTOM ELSEWHERE. You will at least be guaranteed your products you paid for and not get lied to. I ended up having to buy the products I ordered from LTL Shop elsewhere anyway.
25 februari 2025
Review zonder uitnodiging
Antwoord van The LTL Shop
We take your feedback extremely seriously and apologise for the poor experience you've encountered. To fully investigate this matter, we request:
- Your order number
- The specific items that were delayed
- The email address used for the purchase
- Dates of your communication attempts
We are committed to understanding exactly what went wrong with your order and addressing the discrepancies you've highlighted. Our goal is to ensure every customer receives accurate information and timely delivery.
We would welcome the opportunity to review the details of your order and make things right.
The LTL Customer service Team
This is my first time shopping from…
This is my first time shopping from this company, and I was initially concerned when I saw the negative reviews, but I honestly don't get them. I would absolutely order from them again. I ordered a hair product that was on sale, and it arrived and in good condition.
19 februari 2025
Review zonder uitnodiging
Antwoord van The LTL Shop
Thank you for taking the time to share your experience with us. We're thrilled that your first purchase exceeded your expectations and that you received your hair product in good condition.
We always strive to provide the best possible service to our customers, and we appreciate you giving us a chance despite initial concerns. Your positive feedback means a lot to us and helps other potential customers feel more confident about shopping with us.
We look forward to continuing to serve you in the future and hope you'll find more great products in our sales.
The LTL Customer service Team
WARNING- DO NOT BUY FROM THIS COMPANY
WARNING! DO NOT BUY FROM THIS COMPANY. They are either scam artists or in over their heads selling products on a website they cannot supply. Either way, I placed an order nearly two weeks ago and practically zero comms, certainly no products! Apparently, they're checking their warehouse and dispatch will be soon. Really?! Soon as you request a refund, comms go silent. Disgraceful behaviour when people pay you in good faith, but then I can't imagine they are too bothered by that. Save your money; shop elsewhere.
19 februari 2025
Review zonder uitnodiging
Antwoord van The LTL Shop
We take your allegations extremely seriously. To fully investigate this matter, we urgently request:
Order number
Email address used for the purchase
Specific date of order
Details of your communication attempts
We categorically deny being a scam and are committed to resolving customer issues. Our customer service team is prepared to:
Trace your specific order
Investigate the communication breakdown
Resolve any outstanding concerns
We insist on a transparent and thorough resolution of your complaint. Providing complete details will enable us to address your specific issues immediately.
The LTL Customer service Team
I’m in the same boat as many others
I’m in the same boat as many others, ordered my items two weeks ago, no comms unless I initiate it and told it’s a busy time to dispatch goods! I paid with Klarna and will be raising a dispute with them as I am getting nowhere fast and need my items! So far £66 out of pocket!!! Avoid this company at all costs!
4 februari 2025
Review zonder uitnodiging
Antwoord van The LTL Shop
We take your concerns very seriously and apologise for the poor experience you've encountered. To fully investigate and resolve this matter, we urgently request:
- Order number
- Specific items ordered
- Email address used for the purchase
- Date of original order
We understand the frustration of delayed communication and shipping. Our team is committed to:
Tracing your specific order
Investigating the dispatch delays
Providing a prompt resolution
We recommend contacting our customer service team directly with these details so we can address your concerns immediately and prevent any further inconvenience.
The LTL Customer service Team
Avoid this Company
Avoid this Company, no goods received after 11 days, no tracking information either. Trying to claim money back from bank
13 februari 2025
Review zonder uitnodiging
Antwoord van The LTL Shop
We take your concerns extremely seriously. To fully investigate this matter, we urgently require:
- Order number
- Email address used for the purchase
- Date of original order
- Specific items ordered
We are committed to resolving your order issue and understanding the cause of the delay. Our customer service team is prepared to:
Trace your specific order
Provide tracking information
Address any outstanding concerns
We strongly advise speaking with our customer service team before pursuing a bank claim, as we are dedicated to finding a swift resolution.
The LTL Customer service Team
Awful company!
Awful company! They take payments for goods then give lame excuses - the stock in the warehouse is damaged?!! We are waiting for new stock. Then stock has arrived but we have to check it. On and on!!
I have requested a refund. Moral is if the offer looks too good to be true it certainly is!
Avoid at all costs.
I am over £60 out of pocket and waiting 2 and a half weeks now for my order
No contact from the company unless I initiate it.
26 januari 2025
Review zonder uitnodiging
Antwoord van The LTL Shop
Hi Carol,
We completely understand your frustration, and you're right to be upset. Those excuses about stock issues sound exactly like the kind of thing that would drive anyone crazy. No one wants to hear about warehouse problems when they've paid good money for a product.
We'd like to make this right. Could you help us out by sharing:
- Your order number
- The email you used for the order
- What items you originally purchased
We know you've been waiting for weeks, and that's not okay. Our team wants to get to the bottom of this and find a proper solution for you.
We're listening and want to help.
The LTL Customer service Team
awful company
awful company! Been nearly 2 weeks since I ordered and still not dispatched. Requested a refund multiple times and they’re refusing saying it’s been dispatched when Royal Mail confirms it has not been received by them. Will be raising this with my bank
12 februari 2025
Review zonder uitnodiging
Antwoord van The LTL Shop
We take these allegations extremely seriously. To fully investigate this matter, we urgently require:
- Your order number
- Email address used for the purchase
- Specific details of dispatch claims
- Copies of Royal Mail confirmations
We categorically deny falsely claiming dispatch and are committed to:
- Tracing your specific order
- Investigating the discrepancy with Royal Mail
- Resolving your refund request
We strongly advise contacting our customer service team directly with these details before escalating to your bank, as we are dedicated to finding an immediate resolution.
The LTL Customer service Team
Not really impressed by this company
Not really impressed by this company. Placed an order 10 days ago. Got a confirmation of the order but nothing after that. Chased it yesterday. There was no apology, all they did was provide a tracking number, which showed the item still hadn’t been posted. Very poor. I won’t be using this company again. Never 👎 1 time order from them and last time 👎👎 👎 very bad experience 👎👎👎👎 don’t buy anything from them
8 februari 2025
Review zonder uitnodiging
I won’t be using LTL again.
Not really impressed by this company. Placed an order 10 days ago. Got a confirmation of the order but nothing after that. Chased it yesterday. There was no apology, all they did was provide a tracking number, which showed the item still hadn’t been posted. Very poor. I won’t be using this company again.
29 januari 2025
Review zonder uitnodiging
Excellent can't fault them.
First time buying from this company. Great price. Seamless - from ordering to delivery. Up to date emails from ordering, to despatched and when would be delivered. Ordered late Monday night and arrived Thursday on a standard service (delivered by Royal mail)
6 februari 2025
Review zonder uitnodiging
Antwoord van The LTL Shop
Thank you for your wonderful review! We're delighted that your first experience with us was so positive.
We take pride in providing great prices, seamless ordering, and keeping our customers informed every step of the way.
Your feedback about our email updates and efficient delivery is exactly what we aim to achieve for every customer.
We appreciate you taking the time to share your experience and hope to continue meeting your expectations in future purchases.
The LTL Customer service Team
Stay away from this website
Stay away from this website! They have no commitment to deliveries or customers. I haven’t received my products, and they don’t even bother to respond or give me an update.
25 januari 2025
Review zonder uitnodiging
Have paid c£60 for products which…
Have paid c£60 for products which haven’t arrived. Emailed but no response received. As per other reviews, buy elsewhere
2 februari 2025
Review zonder uitnodiging
Not authorized providers of Olaplex
Ordered olaplex 8, which I have been ordering for years from elsewhere. Terrible product, sticky and cakey and worst conditioner ever used. On contacting Olaplex was told by Olaplex that LTL are not authorized providers of the product despite it being on their website they are and also an email confirmation. Best not to buy products from them.
2 februari 2025
Review zonder uitnodiging
I recommend this website
I recommend this website, my order came fast and well packed, aslo have a nice gift, the prices are under in comparison with the most of shops.
17 januari 2025
Review zonder uitnodiging
Antwoord van The LTL Shop
Thank you so much for your wonderful recommendation!
We're thrilled that you enjoyed your shopping experience with us, from the fast delivery and careful packaging to the complimentary gift.
We work hard to offer competitive prices and ensure our customers receive a great overall shopping experience.
Your feedback means a lot to us and helps other customers feel confident about shopping with us.
We look forward to continuing to serve you and hope you'll find many more great products in our collection.
The LTL Customer service Team
Recommend great products and brilliant customer service
I purchased Pureology hydrate 1000ml shampoo & conditioner bundle at such a great price. Slight delay with delivery but when I contacted customer service they responded straight away and advised it was down to orders from Christmas period. I’m not sure why there are negative reviews on here as items were received within 7 days and customer service were really helpful. I recommend and will buy from here again
6 januari 2025
Review zonder uitnodiging
Antwoord van The LTL Shop
Thank you for taking the time to share your detailed and positive experience.
We're delighted that you found great value with our Pureology hydrate bundle and appreciated our customer service during the slight delivery delay.
We understand that post-holiday periods can impact our shipping times, and we're pleased that our team was able to communicate clearly and help you through the process.
Your feedback about receiving your items within 7 days and finding our service helpful means a great deal to us.
We look forward to continuing to provide you with great products at competitive prices and responsive customer support.
The LTL Customer service Team
I have been waiting for my product for…
I have been waiting for my product for 2 weeks now. Very difficult to get a response. No telephone number to contact. I wish I checked the reviews. I asked them for a refund, let's see if I get my money back and when. I will update the review
30 november 2024
Review zonder uitnodiging
Excellent products and customer…
Excellent products and customer service,
So confused by the bad reviews, I have ordered Redken products from this company multiple times now, and each time I received a fast and efficient service, and positive customer service experience, hence the second review, it’s not a one off.
24 november 2024
Review zonder uitnodiging
Wish I checked trust pilot before…
Wish I checked trust pilot before ordering with this company, little/no contact from them
About delays, very hard to contact and waited weeks now. Emailed today to ask for order to be sent or a refund. 🙄definately order elsewhere the discounts aren’t worth not receiving something.
17 november 2024
Review zonder uitnodiging
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