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... Näytä lisää
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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... Näytä lisää
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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... Näytä lisää
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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... Näytä lisää
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Yrityksen tiedot
Yrityksen kirjoittama
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.
Yhteystiedot
Berkeley Suite, 35 Berkley Square, Mayfair, W1J 5BF, London, Yhdistynyt kuningaskunta
- clientsupport@londonlovesbeauty.com
- londonlovesbeauty.com
2,2
Välttävä
218 arvostelua
Ei viimeaikaisia arvostelupyyntöjä
Tämä yritys ei ole pyytänyt asiakkailtaan arvosteluja viime aikoina, joten arvostelut eivät välttämättä anna kattavaa kokonaiskuvaa
On vastannut 50 %: iin saamistaan huonoista arvosteluista
Vastaaminen kestää yleensä yli kuukauden
Kuinka tämä yritys käyttää Trustpilotia
Tutustu arvostelujen ja arvosanojen lähteisiin, pisteytykseen ja moderointiin.
Good selection, fast shipping, safe packing
Good selection of items, including some I missed out on from their original limited edition launch. I have ordered a couple of times from LLB and experienced fast shipping as well as safe packing for the cosmetic items. Would absolutely order from them again.
25. toukokuuta 2022
Oma-aloitteinen arvostelu
Vastaus yritykseltä London Loves Beauty
Hi,
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
Have ordered from this company before…
Have ordered from this company before always good service. Prices can be really high though. That’s what stops me ordering more but would recommend to others if there a certain item you are looking for and can’t find it anywhere else.
25. toukokuuta 2022
Oma-aloitteinen arvostelu
Vastaus yritykseltä London Loves Beauty
Hi Kristina,
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
I honestly would recommend and buy from LLB again.
I honestly would recommend this company, I was sceptical to place an order after the negative reviews but I’m glad I did. Delivery was quick and prompt and was updated at each point of process with what was happening with my dispatch to delivery. Ordered Tuesday 17th may and received my parcel this morning (Fri 20th). Also Thankyou for my love heart sweets. Cute little incentive for the customer. I Would not only recommend others to order from this company but I will be from now on and in future. Communication is key in any product service matter and I couldn’t fault the whole service I experienced. I genuinely never write a review so Thankyou for the good customer service, keep it up. Many thanks.
20. toukokuuta 2022
Oma-aloitteinen arvostelu
Vastaus yritykseltä London Loves Beauty
Hi,
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, we are so glad you liked the sweets :)
Leo
Client Services
London Loves Beauty
I have placed an order 1 month ago but…
I have placed an order 1 month ago but still haven’t received yet. Tracking shows my package is pending … for almost a month. I seek for help and email said once they have information they will contact me. That was 1 week ago.
Will I ever going to receive my order?
26. huhtikuuta 2022
Oma-aloitteinen arvostelu
Vastaus yritykseltä London Loves Beauty
Hello Priscilla,,
We have just looked at the tracking of your order and up to this point, we have had no further information to give you since our last email, as we are still awaiting information from our courier as to why your order is still pending whilst on route to you in Japan. As soon as we have any news we will email you straight away.
It is very harsh that we get a 1-star review when we are totally in the hands of Fed Ex Cross Border (that have had your package for a month now).
[EDIT]
As of this morning, your order has arrived back with us with the courier stating a bad address as the issue for none delivery. This has already been communicated to you via email.
Anyone there?
Anyone there?! I sent two emails and a web chat request immediately after I made a mistake in my first order. No one has replied and you’re still shipping the package without making the amendment I requested. No contact number. Can you please respond? Not impressed so far.
Edit: order turned up and I’m happy with the products. Still think you should turn off the webchat if it’s not actually in use.
24. huhtikuuta 2022
Oma-aloitteinen arvostelu
Vastaus yritykseltä London Loves Beauty
Hi,
Just to advise that you sent the two emails on a Saturday. We clearly state our customer services team operate Monday to Friday.
Once we were back in on Monday morning your emails were answered and your request was actioned.
We thank you for placing this order with us and we look forward to you taking delivery.
Where is my order?
Ordered on the 16th April with “delivered in 1-2 business days” … still no word of tracking order or delivery date - emailed to ask and still no response. Came to trust pilot to see if this is a verified shop and seen all the other bad reviews concerning delivery date or items turning up at all and I am worried now…
23. huhtikuuta 2022
Oma-aloitteinen arvostelu
Vastaus yritykseltä London Loves Beauty
Hi,
Please do not worry, many reviews here do not tell the full story of what has happened.
I have just checked your order and I see delivery is about to take place today well within the time frame (inc processing times) that we state at the time of ordering.
With regards to you not having a response to the email you sent I have looked into this and I see you sent the email on Friday afternoon at 4.03 pm, our customer service team does not work at weekends, only Mon to Fri 10am to 5pm, I see we replied to you on Monday morning at 10.11 am as soon as we were in after the weekend.
We thank you for placing this order with us.
PLEASE AVOID..
On the website it says that the order will take 5 to 10 days. It did seem strange to me, as they are in London (I'm in Scotland, so UK) and they supposed to have the items in stock. Well, it took 22 days and about five emails to finally get my order! (not counting the day of placing the order). When in one of the emails I asked to cancel my order and refund me, they said that it couldn't be done because the order is in transit. The products were genuine and good but if I knew about the 22 day wait time I wouldn't have ordered in the first place. From what I understand, they do not have the items in stock and they order them from abroad once you place the order. That's why when I was tracking my order, I could see that it went through FedEx Cross Border first and then Royal mail. Not at all honest company and very unreliable ..AVOID!!!!!
11. huhtikuuta 2022
Oma-aloitteinen arvostelu
Vastaus yritykseltä London Loves Beauty
Hi,
I am very sorry that there was a slight delay with your order shipping out, this was due to as very popular promotion that we had been running.
We are a very small company that gets very, very busy at certain times, this is why we clearly state this on multiple pages of our website what our order processing times can be.
With regards to the email you sent asking us to cancel your order, sadly it had already shipped, via our slowest delivery method and because of this, it could not be cancelled.
I also see that we replied to every email you sent within just a few hours of you sending them.
To advise, Fed Ex Cross Border is a UK company, they are not abroad, your order did not come from abroad, it shipped from us within the UK, we agree the name they have chosen for themselves is very confusing, but once your order is processed by them they then use either Hermes or Royal Mail as their "final mile partner" as they call it. As I am sure you can appreciate we have no control over the name another company chooses for itself or the way that they operate but we will pass on your comments to them.
Again I am very sorry that there was a slight delay in the dispatching your order but we are happy to see that once it had arrived you were happy with the products.
10 days later...MASCARA STILL NOT ARRIVED!!
I ordered a YSL mascara on the website on 10/03/22 and still haven't received it, there have been no tracking updates and I am now very very worried! Really not happy as I've never experienced such a delay when posting from the UK to UK!!
Please can someone get back to me ASAP?!!
I have just contacted Fedex and they have confirmed the package is still with the sender....so WHY hasn't it been sent?? AWFUL service
22. maaliskuuta 2022
Oma-aloitteinen arvostelu
Vastaus yritykseltä London Loves Beauty
Hi Tania,
I have just looked into the history of your order and I see we did in fact ship it out, why the person at Fed Ex told you we had not I cannot say I am afraid.
I see you contacted us for the first time about this issue via email on March 14th at 10.43am, we responded on March 15th at 1pm with instruction to keep an eye on the tracking number that had been sent to you. I see you next made contact on March 22nd at 11.33 stating delivery had still not taken place, we replied the same day just a few hours later, after making enquiries with Fed Ex and I see we declared your package as lost and and sent a replacement within 30 mins of our communication to you, that was delivered to you the very next day (March 23rd).
We are very sorry for the delay in delivery of your order. We ship thousands of orders per year with Fed Ex and the odd issue can arise, as it can with any courior, thankfully it is very rare, but we hope our fast reaction in getting an imediate replacement to you goes someway to making up for any inconvenience and disappointment caused.
Should you have any other issues or concerns please email us at trustpilotreviews@londonlovesbeauty.com and we will be only too happy to assist you.
Best wishes
Leo
London Loves Beauty Client Services
Great service always have the best…Happy
Great service always have the best product range quick delivery to lreland.
24. helmikuuta 2022
Oma-aloitteinen arvostelu
Vastaus yritykseltä London Loves Beauty
Thank you so much for leaving this review Sandra, we truly appreciate it.
Absolut einwandfrei und sehr schnell
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 und innerhalb eines Tages bei Versandbestätigung war es vom Ursprungsort in England bei mir in der Schweiz angekommen (fairerweise muss ich sagen, dass ich die DHL Express Variante beim Versand ausgesucht habe weil die 30.- € mir das wert waren - bei einem Warenwert von über 400.- € ). Macht bitte weiter so liebes London Loves Beauty Team und bis zur nächsten Bestellung :-)
24. helmikuuta 2022
Oma-aloitteinen arvostelu
Vastaus yritykseltä London Loves Beauty
Thank you so much Petra.
Amazing Products
I have ordered Rare Beauty by Selena Gomez not long ago and their service is outstanding. The order was just on time and they are very polite. The products are such good quality. Absolutely Brilliant
29. tammikuuta 2022
Oma-aloitteinen arvostelu
Vastaus yritykseltä London Loves Beauty
Thank you Bethany.
Give it a go and don’t be put off by comments
I have placed the order without reading any of the reviews and I am so pleased, because I had no problems whatsoever. Yes the delivery took over a week to come, but the website clearly stated that delivery might take a bit longer for which I was prepared to wait, especially for the product which is not being sold by any other companies in UK.
Everything came well packed and had a little packet of love heart sweets in, which is so cute.
Thank you
13. tammikuuta 2022
Oma-aloitteinen arvostelu
Vastaus yritykseltä London Loves Beauty
Hi Lina, thank you so much for your custom and this review. So glad you liked the sweets :)
Be prepared to wait a few weeks for…
Be prepared to wait a few weeks for your order as delivery times are very poor, ordered an item to take abroad with me but arrived a week after I left the uk.
22. joulukuuta 2021
Oma-aloitteinen arvostelu
Vastaus yritykseltä London Loves Beauty
Hi Polina, so sorry your delivery took longer than expected but we appreciate you leaving this review. Also many thanks for placing an order with us.
Order number 6437480863
Order number 6437480863
Placed order over 10 days ago, no response to 2 emails enquiring about delivery, no order updates and no customer service telephone number. AVOID.
17. joulukuuta 2021
Oma-aloitteinen arvostelu
Vastaus yritykseltä London Loves Beauty
Hi David, we are so sorry for the length of time your order took to deliver. We had severe staffing issues due to Covid plus the Christmas rush. We were working flat out but we hold our hands up and can only say that we are very sorry for the length of time delivery took overt the Christmas period.
I have ordered quite a lot of make-up…
I have ordered quite a lot of make-up for my daughter.Rare Beauty by Selena Gomez.
I have received all my products on time before Christmas.I can not find anything negative to say about this company at all.
If I had I problem I would e-mail them and they would get back to me within 24hrs.
I have received excellent service and communication that's it is important to give 5 stars.
16. joulukuuta 2021
Oma-aloitteinen arvostelu
Vastaus yritykseltä London Loves Beauty
Thank you so so much John, an absolute pleasure to serve you.
I wish I’d read the reviews before…
I wish I’d read the reviews before ordering
Ordered make up
10 days later I’ve still not recieved
As other reviewers mention there no human contact
I’ve tried by email and Insta
I just hope it actually turns up
Will update
15. joulukuuta 2021
Oma-aloitteinen arvostelu
Vastaus yritykseltä London Loves Beauty
Hi, just responding to this feedback, I see your order was delivered 9 days after placing it (in fact your order was delivered the same day that you left this review).
We do have a Live Chat service on our site.
Great
I ordered on 05.12.2021, initially I was not sure because of some of the reviews on here. But there was one reviewer who was like just take a chance - and I'm really glad I did. I ordered two Juvia's place palettes and they came today 11.12.2021, they were packaged very well with bubble wrap and a box, all shades intact, product looks authentic, delivery was efficient. Thanks
11. joulukuuta 2021
Oma-aloitteinen arvostelu
Vastaus yritykseltä London Loves Beauty
Thank you for taking the time to leave this review for us Adeola and for the order.
BE VERY CAREFUL!!
Dear All,
Order No. 6435897863
The actions of this Company seem very similar to another, which was extremely slow in delivery and with an appalling customer service. It is also the case that Customer Service suffers when a "Company" has NO telephone number to enable "human contact" to reduce the stressful experience of the customer. I strongly believe that these two Company's have the SAME ownership.
On Monday 18 October, I Ordered two products - costing just over £100. Though the Company website is now saying the items are NOT IN STOCK - they took my money to prove the items were in stock at the time. To date, I still have had NO updates or communications about the status of my Order.
WHY ON EARTH WOULD ANYONE RUN A "BUSINESS" SO POORLY SO THAT CUSTOMERS ALERT THE AUTHORITIES ON THE INDIVIDUALS BEHIND IT? The Customer Service is APPALLING!!
I WANT THE ITEMS I PAID OVER £100 FOR!!
CONSUMERS BEWARE!!
IF I GET SOMETHING POSITIVE OUT OF THIS, I WILL LET YOU ALL KNOW.
Best wishes.
22. lokakuuta 2021
Oma-aloitteinen arvostelu
Vastaus yritykseltä London Loves Beauty
Hi Ivor,
We thank you for your review, we are sorry that you feel the way that you do about the service you have received from us and from other companies after reading your other reviews.
I have looked into your order and I can see that we updated you on it's status a few days after placing it. I also see that we have since issued you with a full refund.
To advise the only other company we have is LLBXpress.co.uk which offers next day UK mainland delivery.
Should you need any further help then please email our client services team.
Déçue !!!
Ma palette est arrivée avec un défaut qualité, un des fards est clairement abîmé, aucun problème lié au transporteur et après envoi de preuves photos et échanges de plusieurs mails pour justifier ce problème le site me propose une ristourne de 30% alors que la palette a été envoyée abîmée de base !! Je suis très déçue et ne recommande pas ce site.
18. elokuuta 2021
Oma-aloitteinen arvostelu
Vastaus yritykseltä London Loves Beauty
Hello,
Thank you very much for your review, I have looked into this issue for you and I can see that from your photos that the one pan out of the three had a very slight issue that does like it has happened with the movement of the box in transit to your country. This pan is still very usable and the rest of the glow palette is in perfect condition hence our offer to you.
Should you wish to discuss this further if you are still unhappy then please email our client services team who will be only to happy to assist.
Best wishes,
Leo
Client Services
London Loves Beauty
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. elokuuta 2021
Oma-aloitteinen arvostelu
Vastaus yritykseltä 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
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