Space NK Reviews 9,990

This company has stolen my money. I ordered an item on 14th May and still not sent out. It says 3-5 working days. I’ve emailed loads and phoned them. They are having warehouse issues and no warning there’s an issue before I ordered! Otherwise I wouldn’t have ordered off them. They’ve no idea when I’m getting my item too. They won’t refund me. I’m so going to take this to my credit card company. Terrible service and bad company! So annoyed.

If I could give a zero I would. I am warning anyone against using this company. Do not use. Go elsewhere…..It’s a terrible business and does not fulfil orders. I placed an order on the 14th May, it’s supposed to be 3 to 4 days delivery . On the 20th I raised a concern that it had not been shipped. I was told that the system had been restored and that my item would be delivered by Friday 22nd , as of the 28th it still has not been shipped. I have emailed 7 times to ask for a refund. To be told it’s too late as item picked. Still the item has not been shipped. I am now going to make an official complaint as not complying with the consumer’s act. Go elsewhere.

Ordered a product 20th May 2026. 28th May still waiting though quoted 3_5day delivery. Very offhand customer service, frankly couldn’t care less attitude. Nil points from us!!! Chris Williams

Customer service this time has been shocking. Ordered on 15th May and when the parcel finally arrived an item was missing. I have emailed 4 times to get some help and every time I get an generic automated response saying about warehouse delays. Will not be ordering again

Fab company ordered a voucher arrived in 5 days and that was over a bank holiday weekend great service thankyou

Absolutely awful company. Ordered a couple of items (1 blush for £26 and another item costing £4) with delivery between scheduled between 3-5 days. A week after I ordered, I got in touch with them chasing my items and they informed me that they are changing systems and there would be a delay. Another week later, still not received my order so chased again with the same response. After approximately 2.5 weeks, I opened a PayPal dispute (for non receipt of goods) and they settled in my favour. Shortly thereafter Space NK sent out the £4 item and 1 of their complimentary items. They informed PayPal that they had delivered the goods so PayPal got in touch asking whether I would reverse the refund. Hell no!!! The main item I purchased was the blush which was the reason for my order in the first place and also the much more expensive item! Obviously, they are scam artists, sending out the cheaper item in order to get me and PayPal to return the money. Absolutely shocking and underhand. Obviously had no intention of ever sending out the blush. If there are system changes, the customer has the right to know at the point of ordering if there would be significant delays. And to only send out part of the order which was a lot cheaper than the main item, is totally counterproductive and my conclusion is that they are a scam. Thank God for PayPal.

Great service great products delivered quickly... and even when I had a little problem the Space NK team were super quick to address and resolve immediately processing a refund for something that wasn't as expected.

Great customer service, Charlotte was able to solve my problem quickly and was very polite. Would recommend!

Absolutely horrible experience with this company. I placed an order worth over £280 on the 16th of May, and I was advised that delivery would arrive by around the 22nd of May, by the end of the week. That never happened.

At no point during checkout was there any warning about shipment delays or warehouse issues. Had I known there would be delays, I would never have placed the order in the first place.

Two of the products in my order were essential items that I rely on regularly. Because the order has still not been dispatched, I completely ran out and was forced to purchase the same products elsewhere again, costing me even more money. It ended up being a major inconvenience and unnecessary financial loss.

When I contacted customer service, they were rude and dismissive, simply blaming “warehouse issues.” Despite the delay and poor communication, they refused to cancel the order or provide a refund. There was no accountability and no real effort to help resolve the situation.

Very disappointing experience overall — poor customer service, misleading delivery expectations, and terrible communication. I would strongly recommend purchasing from another company instead.

If I could give this company minus stars I would. I was a first time customer and I will not be back.
I placed an order 2 weeks ago, prompted by their influencer trip to Miami and like everyone else I am still waiting for my order to be dispatched.
Who on earth didn’t talk to each other at this company, that at the same time they can spend hundreds of thousands of pounds taking people on a brand trip to sell their products, but yet couldn’t organise the warehouse changes before the event or maybe think should we wait a few weeks for the hype of this trip first to die down before we make these changes?
The trip had been organised for months, it wasn’t a surprise that they got such an influx of orders as surely that was the whole point?
Also the way they have treated their customers is awful. I only know about this warehouse issue because I went searching, not because the company kept me informed of what was going on. I work in customer support and I cannot imagine making such a mess that not only am I not sending out orders, but that I am not even telling my customers what is going on - I have found 90% of the customers I talk to are kind and understanding when issues happen because I am honest about what is going on. I am not turning off all the contact systems - the phones or online chat. It is not hard to get your system to send an email to all your pending orders or even all your customers - apologies aren’t that hard and information and king.

Hi Spacenk,
I dare say you normally get complaints via this email, this is not one of those.
I am a 64 year old woman and mostly do my shopping online.
However in the last year I try to go out more.
A couple of years ago myself and my daughter went to Sephora our experience was not great, I felt the staff just could not be bothered.
I felt we was just not trendy or young enough.
We went back again I wanted to see if the attitude had changed it had not.
I then quite by chance went into your store at Liverpool street.
What a difference I was spoken to not at the staff were very helpful I was not rushed and my purchases were made I always pop in now e en if it is just to browse.
Last week I went into your store in Covent Garden again I was treated really well, I wanted to smell a perfume but the perfume I wanted to smell was downstairs I walk with a stick, the sales assistant asked me the name and told me she would bring it up for me to save me going down all the stairs how kind and lovely was she.
I just wanted to say that ever time I have gone into any of your stores it has been a really good experience
Thank you
Karema

Twice ordered off of site, Twice same excuse of warehouse updates, will not be using again as being told it could be over a week before they ship out, and that is an estimate! If you need a birthday present order a year in advance to make sure it arrives on time, or better go elsewhere.

Great customer service! Very reassuring and helpful

Giving the powerstation team staff their flowers! I was in last month and had yet another great experience, from the girl who served me at the till, and helped me with my birthday gift. to the manager - who I spoke to just to tell her how nice her team are. I especially wanted to mention Samuel, his energy is everything! Aside from 10/10 customer service and brand knowledge he’s so lovely, highly highly recommend.

I will only shop with Space NK over any other retailer- they are able to resolve problems quickly and efficiently. The staff are very helpful

Order not arrived within timeframe of 5 working days, no response from customer service. They don't care about their customers. Guess it'll be a charge back via the credit card company.

I love spacenk, I use their services for at least 3 years now, wish they have a free shipment to France but I still appreciate their loyalty program. New launches, good amount of stocks and easy to use app is a safe place for my beauty purchases.

disappointed with the customer service and returns process. I returned my item using the prepaid label provided and tracking shows it was delivered back on the 14th. Since then I’ve had no confirmation email, no refund, and no proper update.
I’ve contacted customer service multiple times and keep getting automated responses telling me it’s within the 14-day timeframe or check the tracking myself. Nobody seems willing to actually confirm they’ve received the return.

It was lovely to speak to Claire who listened attentively to my dilemma. Having explained my situation she quickly resolved the matter very professionally.

Extremely poor customer service and a completely unacceptable experience. My original parcel went missing, and despite repeated attempts, it was almost impossible to contact anyone for support because customer service was never available.

After more than a week of delays and no proper communication, a replacement was finally sent — by which point I had already been forced to purchase the item elsewhere due to the lack of resolution. I was then instructed to return the replacement, which I did nearly two weeks ago, yet I am still waiting for my refund.

Instead of taking responsibility for the inconvenience and failure in service, the company has shown no urgency whatsoever and simply continues repeating that I must “wait 14 days.” Considering the return has already been received, this delay is unacceptable.

Customers should not have to chase their own money after mistakes caused by the company. I expect this refund to be processed immediately and would strongly caution others before ordering due to the lack of accountability, communication, and customer care.