I am very disappointed with my recent Sephora UK order. I received completely the wrong items, even though I paid for specific products. I provided clear evidence to customer service, but instead... See more
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This is not a review, but a question to Feelunique.com. Please reply. I was a customer always ordering Charlotte Tilbury lipsticks, because you were cheaper than others. I can not order anymore becaus... See more
Company replied
I ordered something incorrectly twice, believe it or not, the refund will sort it out quickly. When I actually ordered the correct item, I decided to get the premier delivery and it came the next d... See more
I was a little apprehensive about ordering when I read the reviews here, but I’m glad I ordered in the end. My order was correct and my parcel arrived within a week (I’m in Ireland). The products I bo... See more
Company details
- Cosmetics Store
- Beauty Product Supplier
- Beauty Supply Store
- Cosmetics and Perfumes Supplier
- Hair Product Store
- Perfume Store
Written by the company
Feelunique is the largest online retailer of premium beauty products in Europe and one of the fastest growing e-tailers in the world. In addition to the fantastic range of over 30,000 products, over 400 brands online there are 3 beauty stores, 1 hair and beauty salon, and a Spa in the Channel Islands. With their main distribution centre situated in the UK Feelunique are able to offer a wide range of delivery options to suit the needs of customers globally.
Contact info
United Kingdom
- care@feelunique.com
- www.feelunique.com
2.4
Poor
24K reviews
Hasn’t replied to negative reviews
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
No update on order /never received it
Good morning,
I placed my order on September 11th, but then I had no further news since this order confirmation email.
I paid (well, technically not yet since it’s cash on delivery at least) for a standard shipping that was supposed to take 2-3 business days but so far i haven’t received my order, nor have i received any further information or tracking number .
I sent an email on september 14th asking for updates, but still nothing.
I wrote another email today…
Will i ever receive my order?
This was my first time ordering and also the last one. Happy i have not paid in advance at least…
September 11, 2023
Unprompted review
Reply from Feelunique
Hi Caroline,
Thank you for taking the time to leave a review. We greatly appreciate all customer feedback.
I am really sorry to hear you have not received your order.
Please could you provide us with your email address at your earliest convenience so that we can get this matter solved as quickly as possible.
I apologise for the inconvenience caused.
Kind Regards,
Amrit
Customer Care Advisor
Terrible!!
Terrible!!! Needed to return a item and my country was not on their list to return?!🤔
Contacted customer service a few times to find out how to return and never got a reply back. DO NOT USE THIS COMPANY!!
August 31, 2023
Unprompted review
Reply from Feelunique
Dear Rosaleen,
Thank you for taking the time to leave a review. We greatly appreciate all customer feedback.
I am really sorry to hear you you are having trouble returning an item.
I have looked into this for you and have sent an email to you, please refer to this.
I apologise for the inconvenience caused.
Kind Regards,
Amrit
Customer Care Advisor
Bhavini was very helpful and friendly
September 12, 2023
Unprompted review
Didn’t receive my order
Didn’t receive my order and haven’t got a reply to the 5 emails and refund requests I submitted. Really bad customer service
August 26, 2023
Unprompted review
Reply from Feelunique
Hi Grace,
Thank you for taking the time to leave a review. We greatly appreciate all customer feedback.
I am really sorry to hear you have not received your order.
I have looked into this for you and have sent an email to you with what I have found.
Please refer and reply to this at your earliest convenience so that we can get this matter solved as quickly as possible.
I apologise for the inconvenience caused.
Kind Regards,
Amrit
Customer Care Advisor
Very very bad -Never got my order
Never got my order, no one ever replied to my customer service emails. Bad bad bad. With excitement to get limited rare products I have been left with loss of money and robbed with no chance of refund. Scam scam scam
September 6, 2023
Unprompted review
Reply from Feelunique
Hi,
Thank you for taking the time to leave us a review, it is always greatly appreciated
I am very sorry to hear you have not yet received your order
I have investigated this with courier today and have contacted you with the outcome
Please refer to this email for further assistance
Kind regards, Customer Care
Terrible customer service as when you…
Terrible customer service as when you contact them they don’t get back to you ! Appalling !
I will be contacting my bank to retrieve the money back that I spent with this company which has not been delivered and the company are not interested in solving the issue !
September 4, 2023
Unprompted review
Reply from Feelunique
Hi!
Thank you for taking the time to leave a review.
I am so sorry to hear you have not received your parcel.
An email has just been sent to you regarding this, please refer to that and we can get this matter sorted as soon as possible!
Apologies for the inconvenience caused.
Best Regards,
Amrit
Customer Care Advisor
Lovely
Lovely, patient and professional customer services agent, who solved my problem in no time! Really grateful to Rima for all her help today. Xx
August 31, 2023
Unprompted review
Bhavini was very friendly and helpful.
August 25, 2023
Unprompted review
Appalling customer service
My order was dispatched ONE month ago and it has still not been received. I have made four enquiries using the online form asking when and if I can expect to receive my order. The first reply did not answer the question or resolve the problem. I have not had ANY replies to my subsequent enquiries. I asked for a refund the last time I submitted an online enquiry and have heard absolutely NOTHING from the company. How do I get my money back? I would no longer recommend Feel Unique to anyone given the appalling customer service.
August 25, 2023
Unprompted review
Reply from Feelunique
Hi! Thank you for taking the time to leave a review. Sorry to hear you have not received your parcel. We have just sent you an email regarding your order, please refer to that.
Apologies for the inconvenience.
Kind Regards,
Customer Care
Thanks for the patience and assistance…
Thanks for the patience and assistance for solving my problems, Bhavini!
August 23, 2023
Unprompted review
Absolutely disastrous automated…
Absolutely disastrous automated customer service. Same response repeated over and over. Please send me my correct item or refund, this is getting ridiculous. Unfortunately will never use the service again.
August 21, 2023
Unprompted review
Reply from Feelunique
Hi, thank you for your feedback. We are sorry to hear this, I can confirm a replacement order has now been issued. Please do let us know if we can assist you further. Apologies for the delay in resolving the issue for you, Kind Regards Customer Care
Received a completely different item…
Received a completely different item than I ordered. I ordered a Kayali Yum Pistachio Gelato 100ml for my girlfriend's birthday. But lo and behold, I received a °5 Chanel 50ml.. How's that even possible? I really, really would like to recieve the product that I payed for.
August 18, 2023
Unprompted review
Reply from Feelunique
Hi! Thank you for taking the time to leave a review. Sorry to hear you have received the wrong item, please refer to the email we have just sent you.
Apologies for the inconvenience.
Kind Regards,
Customer Care
Great customer service
Had a faulty product, so headed towards the online chat which was sorted very efficiently by Bhavini. They were so helpful and a great communicator. This experience has made me feel if there is ever a issue or problem it can be easily sorted by great customer support! Thanks Bhavini 😊
August 17, 2023
Unprompted review
Product never arrived
Product never arrived, no answer from them.
I wrote to customer service, followed the procedure for an undelivered order and received no reply.
If their were not bought by sephora, i would believe it s a scam website.
August 17, 2023
Unprompted review
Reply from Feelunique
Hi! Thank you for taking the time to leave a review. Please refer to the email we have just sent you.
Apologies for the inconvenience.
Kind Regards,
Customer Care
Poor Customer Service - Bots No Humans
I've been trying to reach Feelunique/Sephora UK about a spoiled product I received. The email form on their website is run by Zendesk and doesn't seem to have a person who monitors the emails. The email sent to me didn't offer any workable solutions and my replies get bot-like responses. Facebook chat offers a bot to help direct the concern and then no one responds. On Instagram, I received a response and I replied with the requested information and no one responded.
Order# FN70729820
August 15, 2023
Unprompted review
Reply from Feelunique
Hi! Thank you for taking the time to leave a review. Please can you reply with your order number in order to assist you further.
Apologies for the inconvenience.
Kind Regards,
Customer Care
Terrible experience
Terrible experience! Do not buy from them!
I made an order. According to the tracking number the parcel has been already delivered to me however I did not get anything. I have sent plenty of messages. I have received no answer yet! Probably I m gonna loose my money!
August 15, 2023
Unprompted review
Reply from Feelunique
Hi,
Thanks for your feedback. Please refer to the email we have sent you today.
Apologies for the inconvenience caused.
Kind regards
Customer Care
Bad customer service and international delivery
Placed an order and it was dispatched within the next day. However 4 days later my order status is listed as "Restricted" by Evri and since it's an international order they can't provide info why beside "contact the sender". Contacted the customer service at Feelunique and apart from explaining once again how to track my delivery (which I can do) no other explanation was given why my shipment is restricted and can't be shipped from the UK. Incredibly frustrating experience especially because I don't know if the order will be shipped at all and if not what I can do from my side.
August 15, 2023
Unprompted review
Reply from Feelunique
Hi
Thanks for your feedback. Please refer to the email we have sent you.
Apologies for any inconvenience caused on this occasion.
Kind regards
Customer Care
Please at all costs avoid this company
Please at all costs avoid this company. They NEVER sent my package and they told me that I was refunded. NEVER GOT MY MONEY BACK ! Truly disgusted on awful these people are
August 15, 2023
Unprompted review
Reply from Feelunique
Hi, thanks for your feedback. I can see that proof of the full refund transaction has been forwarded to you, and you may provide this to your bank to help assist with locating the refund.
Kind regards
Customer Care
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