The LTL Shop Reviews 244

The most awful customer service I have ever received, I do not usually write my reviews on here but the horrible service needs to be addressed. I ordered a shampoo and conditioner, not only did the delivery take way longer than promised but the conditioner never arrived and now they are not answering my emails, horrible company, HIGHLY do not recommend!

Placed the order on 28/04/25 and received the parcel 02/05/25. Super speedy dispatch. The only issue I have is my bottles arrived covered in dirt and what felt like brick dust.

I would purchase from here again, just wish they sold the RedKen 1000ml pumps.

Received my products today Thursday 1st may

Ordered late Monday 28 April
Very pleased with the products and fast delivery
I was given a tracking number from ltl and was able to follow postage from Royal Mail
My products were fab and so much cheaper than what I would have to pay in my salon
Thank you very much ltl 100% I would order again from you thank you

Still waiting for an order placed on 10th April - have contacted them now three times. After the second email they said the three items I ordered would be shipped in 3 working days now 9 days later still nothing

This is a second time I order anything from LTL, and everytime I need to wait several weeks for the delivery no 3-5 working days. Customer service is unhelpful, and can not get a refund. Last time I ordered on 11th April and did not get anything until I raised issue with PayPal, so LTL sent an order even though I requested a refund a day before. I will never buy from that company and will not recomend it!

I placed an order on 4th April to purchase two hair products and payment went through. In the confirmation email I received there were no remarks made in terms of expected delivery date, but a link to the ‘Shop’ app instead. According to the app, my order is still being prepared (order placed 8 days ago) and no estimated delivery date available.

I contacted the company via email to follow up and I received a generic confirmation of email delivery. However there has been no personalised response from the company to the questions I raised in my email yet. I paid for my order using my credit card and in the statement from the purchase, the company comes through with telephone number +44 20 3488 3381. I tried calling this number several times without luck - an answer phone with an O2 message comes up. My calls are not being returned.

The company is registered in London but the address to the shop / salon is an office building for co-working spaces (you can Google this and realise yourself by looking at Google maps - street view). Online orders cannot be cancelled once submitted. Their returns policy has time limitations, which are impaired by and conflict with the company's inability to send products in a timely manner making it more difficult to be able to access a refund.

The alleged positive reviews appear to follow a similar structure making them suspicious. The negative reviews inform a number of clients are having similar problems and concerns. I welcome you to review the company's statements in the 'Companies House' register (you can search for this online) which indicate the 'company’s intention of future activities being lawful' which highlights suspicion.

My credit card company are looking into this for me and have agreed to cover the bills whilst they activate proceeding against the company.

In summary, AVOID this company. I invite you to look at the defensive responses from the company to constructive comments from affected users.

I had a very similar experience to many other customers. I ordered products from LTL on 9th March and am yet to receive the order nearly a month later. When I emailed they said they didn’t have the stock so my order had gone on to back order and they were expecting it in next week. A week later and the products still haven’t been shipped. I definitely won’t be ordering from here again!

I wish I had read these reviews before ordering! Since I ordered two weeks ago, all I have received is a single email confirming payment has been taken and at least one spam email every day. I have tried every method of contacting them and received nothing in response. I wouldn’t touch this company with a barge pole again. Avoid!

I have not received my goods nor had any response to my messages. I wish I had read these reviews first. AVOID THIS COMPANY. I shall be taking this matter further.

Avoid. Placed an order a week ago, still waiting even though I paid £4.95 for delivery. I have contacted them but haven’t had a response.
Spend your money elsewhere.

AVOID THIS COMPANY. They confirmed that they took my money but then no contact since despite several attempts by me to contact them. Certainly I have not received the products they took the
money for. In addition the discount codes they offer on future purchases do not work. No help from the company on this either. I suspect the company is a scam. Avoid!

Cheaper price than anywhere else...BUT received no order confirmation and had to chase after not recieving the item after 2 weeks (& no response). The item was finally despatched on my 3rd email requesting a refund and threatening further action.

Waited 3 weeks , wasn’t shipped then they said it was out of stock but it’s in stock on their website.

SCAM COMPANY. Contact your bank immediately!!

I have had a similar experience as everyone else on here where the company told me the product was delayed due to damaged deliveries and the warehouse having to check. My item is finally on its way but will be here nearly 3 weeks after ordering. Better off buying elsewhere for a bit more money unless you can wait.

I made my first order and after a few days of no dispatch confirmation,I got worried and started looking at this companies trust pilot reviews, I was of course then concerned. HOWEVER, I have found this companies costumer service excellent, everytime I sent a message, I always received one back promptly. Yes the dispatch did take longer than I expected, but I was informed of a stock issue and my products turned in perfect condition. I would recommend this company if you don't mind waiting slightly longer (approx 1.5 - 2 weeks).

Purchased a treatment on the website. Tried to make contact to book and was told the item I purchased had an error and now they are ignoring all my emails, so I have essentially been scammed. Don’t be fooled into buying anything from this site.

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.

Ordered product. Not dispatched. No response to comms.

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.