Avoid Cult Beauty, unless you want to be ripped off!

[NuggetofNougat]

I'm so fed up! 3 months ago I returned something to Cult Beauty, unused, all perfect etc, I basically bought something as part of a black friday promotion ( yep, that long ago) then the next week an offer that suited me better was posted, so I bought again intending to get a refund for the first purchase. I sent it back within the correct time frame, using the postage their customer services sent me. They are claiming not to have received it, and the postage they sent has no tracking details so I'm stuck. For 3 months now they have just been saying the matter is under investigation and to wait until they email me, which they never do. I'm clearly being fobbed off and it's really irritating. My only comfort is I'll save money in the long run because I'll never buy from them again, and it has slowed my slightly compulsive beauty purchases. Everyone here seems to go on about the Hut Group being shit, well yes they are! Rant over.

Oh and of course they have suspended their phonelines so you can't get any update easily. Not that there ever is an update

Do a charge back with your bank. That's what I did when Look Fantastic sent my order to South Korea. I live overseas but nowhere near Korea. They refused to refund me until customs returned the parcel. Of course that didn't happen. They told me I could call the customs people to resolve the issue myself. The Hut Group are rubbish when something goes wrong.

Another one who had massive problems trying to get a refund from The Hut group. In the end I sent a letter informing them I would begin legal action in 7 days unless I received a refund. I enclosed a copy of the paperwork I had ready for the Court which included court costs and costs for my time. They paid up begrudgingly. I would never use them again or recommend them.

Thanks for the tip off, Op, I was about to buy from them, but I’m going to get it from Look Fantastic now, instead. Hope you get your refund, I would agree to approaching via the bank card issuer. Another tip is to pay by PayPal if possible in future, as they’re good at refunding.

Thanks for the tip off, Op, I was about to buy from them, but I’m going to get it from Look Fantastic now, instead.

LF are part of The Hut Group same as Cult Beauty.

www-independent-co-uk.cdn.ampproject.org/v/s/www.independent.co.uk/business/thg-shares-fall-again-amid-caution-over-2022-b1995178.html?amp=&amp_gsa=1&amp_js_v=a9&usqp=mq331AQKKAFQArABIIACAw%3D%3D#amp_tf=From%20%251%24s&aoh=16489105328879&referrer=https%3A%2F%2Fwww.google.com&ampshare=https%3A%2F%2Fwww.independent.co.uk%2Fbusiness%2Fthg-shares-fall-again-amid-caution-over-2022-b1995178.html

Noooo!

Ok, I’m off to look for another retailer then.

TotalRhubarb they also own Skinstore, DermStore, and Glossybox, so there's a few to avoid. Cult Beauty takeover was pretty recent I think, and some long-term S&B posters were lamenting it, having had so many problems with Look Fantastic.

I use Space NK or Feel Unique. I refuse to shop with any company belonging to THG.

Anyone used Cloud10 ?

I personally haven't found them too bad. I once ordered some face masks miniatures and two came with the lids opened. They sent me a whole new batch and I don't have to return anything. I also ordered at Xmas a shiseido gift set for myself where the miniature sample product was missing. They refunded me part of the purchase price no problems.

Maybe it's just missing delivery they can't handle.

Hopefully I've not jinxed myself now and my next experience will be a nightmare

I think I'm going get my main bits direct from the company (Skinceuticals and Medik8 have both been reliable and have occasional offers) and treats from Liberty. It really is a shame because Cult Beauty do have the widest range of brands.

Pleased to say though I got an email this morning saying I'm being refunded! FINALLY. The email just says "As you have provided us with your proof of postage receipt, and it has been more than 14 working days since you made this return, I am happy to proceed with your refund." No more talk of an investigation, and no explanation why this didn't happen earlier, even though it is in fact 107 days since I returned the parcel... Bloody relieved, it was an awful lot of money ( tbh it did make me really think about how I've been throwing money at my insecurities, so maybe a lesson has been learned?)