The Hut Group Reviews 103

I ordered a pair of boots from The Hut. When they arrived, they were the wrong size. I ordered a size 5uk/38eu and received size 39's. When I got in touch a patronising person on the chat said that they were the correct size, I just didn't understand European sizing. This despite having sent photos of the size on the boot, not matching the size on the order. After I had to explain myself again, they agreed for me to send the boots back for a replacement in the correct size. They did however not replace the boots, but refunded the purchase with instructions to just buy them again. They did not refund the 6.99 postage and now I will have to pay 6.99 again to get a pair in the correct size. So the "replacement" will end up costing me more money. I'm not at all happy with the service provided by The Hut.

If I could give a 0 I could !! Look fantastic ate thieves !!! Do not shop here! The worst service ever

Greedy company & terrible customer…
Greedy company & terrible customer service!

I placed an order from LOOKFANTASTIC of a heatless hairbrush and when it arrived, the box was damaged & squashed. I obviously took the item out of the box to see what it looked like, and when I tried to return it they said that they couldn’t accept my return because the box had been damaged and it been opened. I tried to explain that obviously you have to open the item to see whether or not you like it or if you’re going to keep it, and stated that I didn’t actually use the brush. I even sent them pictures of before and after, but they refused to accept this and would not give me my money back. I kept asking for proof of use and damage and they were unable to provide this, they just blocked me. This was £150 (so quite a lot to be out of pocket for for an item of poor quality), and it made me feel sick the fact that I see videos of influencers being gifted thousands of pounds worth of their products yet they would not refund me after being a loyal customer and ordering with them for years. They didn’t listen to me, refused to let me file complaint and subsequently closed and blocked my account meaning that I can no longer order from them. I can no longer order from any of their sister websites (owned by The Hut Group), such as Amica and MyProtein; every time I place an order it gets cancelled with no explanation. Bear in mind we are talking about a multi-million pound company and they were unable to help me out and refund me £150, even though the product was not used or touched in anyway - they clearly just wanted to keep my money. Disgusting, greedy corporate company who I will never use again. You’ve lost a customer & two orders.

Do not buy from this company!! Perhaps they're about to go under because they're not providing any customer services. Robots are sending blanket emails and you cannot contact them. Dreadful company. Avoid at all costs!

The goods were delivered very promptly all was good until I needed to return some items. I couldn't get the return system to work despite 2 messages and responses from The Hut I still can't register the goods I wish to return. I'm now at the point of giving up and accepting that I have paid for unwanted goods. That's very poor. I notice ( now) that I'm not the only one this has happened to.

I HAVE NOT RECIEVED MY ORDER, I HAVE FILLED IN THE FORM THEY SENT TO ME ( Non-Receipt of Goods Disclaimer Form) FIVE TIMES ONLY TO BE ASKED TO SEND IT AGAIN. I HAVE NOW SENT IT VIA FACEBOOK MESSENGER AND STILL NO RESPONSE. THIS IS THE 1ST TIME I HAVE SHOPPED WITH THIS COMPANY, AND IT WILL BE THE LAST. THEIR COSTOMER SERVICE IS APPALLING. I HAVE ALSO ASKED ON TWO OCCASIONS FOR A MEMBER OF THE SENIOR MANAGEMENT TEAM TO CONTACT ME ( NO RESPONSE) this has been going on for o er 2 weeks

They made about over 200 people redundant last week with the lowest redundancy benefits I have seen in my life. They allow you to work from home and then they change their mind within weeks! This company is in shambles with its racism from managers of course there was going to be karma.

Do not order from any company associated with this bunch of jokers.

I returned an item to Look Fantastic 35 days ago. After having to fight for a refund in the first place after they lied that they hadnt received the return (thank goodness for Royal Mail tracking), they have only refunded a partial amount (1/3 of the total item value).

I have submitted evidence to them of the amount refunded backed by confirmation from my payment provider of the amount that was refunded, and I am STILL waiting for the full amount to be credited to my payment method.

'Customer service' consists of online chat agents that continually lie and fob you off, pretending they are 'investigating'. They will never update you, you have to continually ask for updates.

I have more than enough evidence to win a small claims case - and this is where this situation is heading. And the company will have to process my full refund and pay the court fee.

Do not order from places like cult beauty and look fantastic all part of hut group.
Had used these companies for years before being brought out and was great.
Had a history of big orders and everything was perfect
Did another big order of 10 items £400
Sent me 3 out of the 10 but said all 10 had been shopped together, contacted to say 7 missing when would they be sent, said they had sent them all together and if maybe my courier had taken them? Me usual evri courier would not do this also the parcel had not been opened or tampered with, I explained this to them and they said well it’s you then. I then sent photos of the box and weight and it clearly would not of even fitted all my 10 items in, they then said they had video evidence of all these items being packaged (obviously didn’t and never send me this evidence) they then just deleted my account! So I had no way of contacting them!
Thankfully I paid through American Express after supplying them with all details of chats, evidence of packaging weight etc they claimed the money back off hut group
Absolutely disgusting behaviour just deleting an account to stop contact! Where’s the customer rights?
Avoid avoid and save your self the hassle

Order not received and The Hut Group customer service could not of been more unhelpful. I currently have no order, no date for delivery (The Hut Group will not resend) and out of pocket nearly £100. Will be raising a claim through Paypal and contacting Citizen Advice as they are in breach of UK consumer law. May seem like they offer great deals but when you pay for goods you don't receive, it works our very expensive!

Although the products were great and delivery was speedy, my experience when returning an unwanted item. I’d obtained proof of return; and received an email from The Hut to confirm that my item had been returned to them however they still refused to refund my item. The company lied stating I ‘didn’t follow the correct return procedure’ although I’d used the reeuen label generated through the site. After filing a dispute, months of going back and forth, numerous phone calls and emails not responded to; the dispute was decided in my favour. I’m actually so grateful I’d paid using Klarna as I would’ve been hundreds of pounds out of pocket. I won’t be ordering from this site again due to this headache.

Cancelled my order and now investigating paid for next day delivery as it was a gift too late now garbage company I had the same
Issues with look fantastic they took months to refund me I just realised they own this I would avoid this company at all cost seems they like these so called influencers than real consumers

Seem they refuse to give refunds! I was sent someone elses parcel instead of mine from Look Fantastic (owned by THG) nearly £70 out of pocket. I replaced the order the next day after I was told i’d get my refund and never did. Escalated this through paypal to which THG responded not even calling me by the correct name. Didn't want to help, asked for photos of the incorrect parcel which I sent and no one got back too, even though these photos had been sent to Look Fantastic about 3 times. AWFUL!

I placed an order online for some sandals, I noticed on my Klarna account I had been charged twice, at the time of ordering there was a technical issue & had to input my details again.
My parcel was then delivered not to my house, I came home from work & one parcel was outside my house.
The Hut state they delivered two parcels as I placed two orders, I have now been charged for two orders.
I raised the complaint & was told the photo I sent of my house was not mine & they responded that they will not accept any more orders from me & closed my account??
Absolutely disgusted with their response & accusations made towards me.
I have tried to contact them again & request for a email of their CEO so I can make him aware of what is going on with his company, surprise surprise they were not able to provide it.
I am now left with charges from them for over two hundred pounds, which I will NOT be paying for as I did not receive the goods.

Item not delivered. Company was rude and refused to refund or re deliver. I will be going to small claims if needed these people need stopping. They must make millions scamming customers.

I want to give zero star, same as other review, I can't believe it's such a scam even thought it seems like a big online company. I ordered 4 items in one order, only 1 received and is defective, contacted them for nearly a month with at least 20 messages back and forth they either not answering your question or just repeating auto reply, or they asked you for more proof then you sent them then again they have no reply.
The other 3 items never received, same process happened as the defective product, just keep auto reply or no reply or answer not addressing your message, I still not be able to return the defective item and never get replacement or refund of the 3 items, Im making a complaint to the consumer council

Ordered from with love by Tom Daley 2 weeks ago and still no delivery. There no phone number just a contact form. I must have emailed 8 times with no reply. also no response on their socials. Its a joke letting people worry their items wont be delivered for christmas, they have taken my money though! Someone Please contact me!

I’ve bought from All Beauty for over a decade. I recently purchased some items after not buying for a while. The whole experience was awful. And this was a company that was absolutely amazing before.

What happened?

They have partnered with The Hut Group.

I’m annoyed at myself for not checking beforehand. I never never buy from any company or e-commerce store that has been bought by The Hut Group.

I can only imagine what a shambles Cult Beauty is now.

Shocking I received exactly the same treatment as the reveiwer below! If you have issues with any of their companies they block you from buying from ALL their companies online which believe me is nearly everyone I shopped with and spent thousands with! They block you and dont reply do you with issues which were THEIR fault and accuse people of fraud I'm disgusted with the treatment I've received after being a loyal customer to loads of their sites for years! Have been very very hurt over the whole situation to be honest!
I also want to add they are also trying to remove my review so they are just deleting any bad review! Shocking!

They sell what they don't have.....you order, wait a week and then the order gets cancelled....not worth the hassle.