Escentual www.escentual.com

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Escentual www.escentual.com
★★★★★
4.8
95.0% of users recommend this
Click here if this is your business
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Latest Reviews

“sham web site - no order, no money back”

★☆☆☆☆

written by 383McClure on 23/02/2023

the web site did not deliver order.

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“Excellent service”

★★★★★

written by VickieK on 10/02/2022

Excellent price for angel perfume , received in two days .will definitely use again , thanks for all the free samples

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“Warning on returns”

★★★☆☆

written by 459Joyce on 14/11/2018

I returned a Mason Pearson brush recently as I could immediately tell by touching the bristles it was too harsh for my very fine hair (despite being called 'sensitive'). I emailed the company first and was told this was fine and I would be refunded. As I live in the countryside and do most of my shopping online I just returned it 2nd class as I've never had a problem with literally hundreds of returns. However Escentual told me the return parcel didn't arrive. Because I only sent it 2nd class Royal Mail only refunded £20 of a £70 product! I am a bit sceptical as I've never had a parcel go astray in literally hundreds, but perhaps it was just my turn. Escentual were perfectly polite. This is really a warning to say if you are returning something expensive be sure to use a tracked postal method so you don't lose a lot of money like I did!

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“Avoid!”

★☆☆☆☆

written by jqFreeman1975 on 15/09/2018

Escentual customer service is very rude and unprofessional and in their e mail I have felt like they where implying that I am stupid when I did not agree with they way of resolving issues. When I have asked for refund they didn't bother to inform me in any way that the cream has been refunded.  Customers of escentual if you receive damaged product they will ask you to send it back (if it get lost in mail you loose your money because the are not responsible for lost goods) and when they receive it eventually they will send you another product so generally it is quite long process and hassle before you receive it. Very bad company, I regret that I ever found this Web site.

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“Pathetic Company”

★☆☆☆☆

written by ramacosta on 31/05/2018

Pathetic company, pathetic customer service, failed to deliver my order and when i contacted them and spoke to a very rude, unprofessional representative who was extremely unhelpful and purported to shift blame that i had failed to give the right address which is inaccurate! Sad excuse of a company, do NOT use this company!

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“never receive items and disappeared customer service”

★☆☆☆☆

written by Keller475 on 13/12/2017

my order shipping over 45 working days,on web standard shipping is 10-20 working days ,no receive the parcel.at sometime buy from feelunique was receive at 10 days(not working days)and after ask how to deal and refund the customer service disappear and not reply.lost both parcel and money.very badly service.

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“Never received items !!!”

★☆☆☆☆

written by lcPeters326 on 14/11/2017

Terrible company. I ordered for the first time, a little warey due to other reviews. Unfortunately like many others before me, I didn’t receive my items & had no refund or even a reply to my complaint. Now claiming the money back from my bank. DO NOT ORDER!!!

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“NO REFUND FOR FOUNDATION - A WORD OF WARNING !”

★★☆☆☆

written by Regansm492 on 31/03/2017

After purchasing 3 quite expensive items from Escentual I found one, a foundation to be too dark for my complexion, I could see it was too dark through the glass bottle, without even having to try it and sent it back for a refund in its original state and original packaging. However, Escentual refused to give a refund saying it had been used (which it had not) saying the fluid was in the pump ! The foundation I chose to retain also had the fluid near the top of the pump and I explained this to them but they refused to take my word for this. They sent the unused item back to me and refused me a refund. This review is a word of warning to other customers who may find themselves in the same situation. I feel cheated and quite sad to think that my word was not good enough for them. Would I recommend Escentual, yes, but only if you know exactly what you want, if you are not sure use a department store where you are assured of good customer service and you are assured of a refund.

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“Product never received”

★☆☆☆☆

written by icMcCormick242 on 04/02/2017

Ordered Bioderma product and waited for weeks and weeks until I realized it been long enough that it would be impossible it will ever be delivered. No delivery status or shipping updates. Cannot be trusted.

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“Excellent service ”

★★★★★

written by jySilva128 on 30/09/2016

I wouldwould like to express my views on this fabulous site. In all honesty, I was very hesitant on purchasing products on a site I hadn't used or heard of before as the prices were far to good to be true, unbelievably low. But I decided to go ahead . Fantastic correspondence, affordable prices, speedy delivery. Within 1 month I have made 4 orders , received and safely away for early Christmas presents. ....and I am back again for more. Truly overall 11 out of 10. Fantastic. Thank you ESCENTUAL. ☺XX

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“Unfair and poor customer care ”

★☆☆☆☆

written by efMacGregor388 on 02/09/2016

a time for a rant about a poor customer service. I have a friend coming from UK to visit me next week so I thought it was a perfect opportunity to treat myself to new perfumes. I had placed an order with escentual.com to be shipped to UK address. I received an email telling me that nothing to worry but the payment is pending for review and if anything is needed, they will be in touch. They do have a policy online for pending payments where they say that should they have a question, they will be in touch otherwise not to worry. But I did not wait and wrote to escentual offering to provide any info if they need. In return I got an email from them saying that my order is cancelled without ANY explanation or any question made. I made 2 international calls in attempt to clarify whatever questions but they said that my billing info didn't match my card. I have sent to them the proof of my bank account where the money are reserved for the payment to them showing that all the details are correct otherwise it would not show up on my account. They just kept on being rude, short and said no, the order is cancelled, they cant help and hanged on me. No sorry, no apologies for messing with your money, no intent to find a solution. NADA. So I am left with an order that is for no reason cancelled,the trader who is not compliant with their own policies, and the bank account that froze my payment for the next 5 working days which means I cannot go and offer my business to another trader that wants to be 300GBP richer. I said to Escentual that they made impossible for me to continue to be their customer. To be honest this mistreatment, unwillingness to correct their mistake and my lost opportunity to get the perfume I really wanted made me upset.. So I looked up the Consumer Rights in UK and filed the complaint. Clearly they keep on ignoring my emails and I really really do not get how they plan to do business when they reject the money that the customer tried its best to give their business. Now that I Escentual declined to accept my business, I checked Harrods and I see that actually Harrods sells the perfume that I want 50GBP cheaper :)

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“tgood service”

★★★★★

written by North364 on 24/06/2016

No problems with this company, well priced, fast free delivery, well packaged and genuine articles judging from my wife's opinion. Free emery board and sample of new jimmy choo scent supplied as well, bonus. Will definitely be using again.

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“Discount; no p&p & very fast delivery - excellent!”

★★★★★

written by McAllister28 on 06/06/2016

First time I used this website as it was the only one which offered the gift set I was wanting & at a great price. Got a 25% discount & also free p&p which is such a boost as a lot of companies make some excuse that they need to charge extra for Highlands of Scotland. Order was delivered very quickly; well packaged and I'm delighted. Will definitely use this site again & it will probably be my first port of call when I'm looking for perfume to be honest.

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“superfast delivery, got money off plus free delivery....”

★★★★★

written by Schaefer102 on 07/12/2015

superfast delivery, got money off plus free delivery. item very well packaged

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“I placed an order with this business a month ago,...”

★☆☆☆☆

written by Sarahbethx on 15/04/2015

I placed an order with this business a month ago, March 17th and here we are a month later and I have not received my order. I have contacted the company and Spoke with two people and both refuse to refund my money. This is MY hard earned money that I entrusted to this company in return for products. They took my money and left me empty handed. This is theft. Terrible customer service and now I am out of almost $80.00.

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“So glad I took the risk ... Best service ever”

★★★★★

written by Fernando235 on 21/03/2015

Wasn't sure about escentual as I've never heard of them.. Order was easy to place.. I forgot to ask for gift wrapping service and Customer service was quick to respond to the email I sent.. They actually emailed me back within an hour saying they will gift wrap both gift sets individually which is for my two nieces 21st.. Parcel delivered to birthday girl's in two days ..... I gotto say I'm totally impressed with everything... Glad I took the risk ... Will be shopping here again. Price of gift sets were the cheapest I found online .. Free delivery .. Free gift wrap... Cheap perfumes...speedy delivery... What else could I ask for.. And to finish off the wrapped presents looked very elegant.. From the picture I received it looked like a gold paper wrapping paper with a purple ribbon around it saying escentual ties into a now... By the way this is a genuine review... I never write reviews but was impressed so I took the time :)

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“SHOCKING CUSTOMER SERVICE. Would advise you to AVOID! ”

★☆☆☆☆

written by on 09/02/2015

I purchased a skincare item from this retailer, which resulted in injury to me. The retailer refused to accept any form of responsibility and refused to issue me with a full refund in accordance with both the Sale of Goods Act and the Consumer Protection Act. I made several attempts to contact them, but they did not respond and completely ignored me, so I am now having to escalate the matter. I cannot believe that any credible business would operate in such an appalling manner and risk their reputation and also neglect their moral and legal responsibility to their customers. I have never experienced such horrendous service from any legitimate company in all the years shopping online. My request for a refund was entirely legal and fair, but they on the other hand are not very good at putting things right. Therefore, I can only try to prevent such an experience from happening to any other customer and as such would highly recommend you shop elsewhere. I must also mention that I had been a loyal customer prior to this incident for many years, which makes this even worse in my opinion that they would treat any loyal customer like this. Unfortunately, for me though I only discovered their true colours when something went wrong and that for me really highlights a businesses customer service and is a determining factor as to whether they continue to receive my repeat business and in this case it is a definite NO!

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“Excellent service at Escentual ”

★★★★★

written by pvDixon467 on 29/10/2014

I placed an order on escentual for the first time purely because they had a thrid off the product I wanted. I had no expectations of the quality of service but was so delighted when my parcel arrived, very quickly, including a decent sized free sample of a product that I was not expecting, plus a free nail file. This was especially surprising as I didn't even spend much money (less than £10!), however I will definitely go back and shop with them in the future now. Fantastic.

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“Very bad customer service and order processing”

★☆☆☆☆

written by Fabiant461 on 19/08/2014

Escentual caused my bank to place my account on hold by submitting a £1 charge to my account which the bank thought was a fraudulent charge. However Escentual position is that my address information on my card is incorrect, which is not true. To be clear, the banking details provided in the order is correct and confirmed by my bank. We are at an impasse, and the Customer Service Manager, refused to believe what my bank of over 15 years is telling me, and only kept repeating what he believed was occurring from his end and was not at all empathetic to the customer’s point of view. After all this inconvenience to me, I was willing to reorder the product through Escentual. However, the product was at a promotional price but is now listed at full price. The Customer Service Manager is unwilling to honor the promotional price. I will not recommend this company to anyone based on my customer service experience.

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“Extremely poor service. Do not use!!!”

★☆☆☆☆

written by Connie118 on 23/02/2014

Ordered 3 items, a guerlain eyeshadow which was broken when I received it. A dior eyeshadow brush and a dior eyebrow pencil. Advised Escentual of the faulty item and they pushed the idea on me to accept a replacement which I accepted but I also advised that I was returned both dior items as they were unsuitable. I posted all 3 items back, all in the condition that they were received but I received an email from escentual that they would not be refunding me for the dior items as they said the dior eyebrow pencil was missing a pouch and that the brush had its plastic cover opened. I refute both claims as goods were returned in exactly the way they were received but they are still refusing to refund. Instead they have posted all items, including the replacement eyeshadow back to me. I have advised escentual that I will not be accepting any delivery from them and refuse to accept their excuse for not refunding my money. I have now resorted to reclaiming these monies though my bank / debit card and have confirmed this to escentual. Please heed my warning do not use this company, there are much more professional suppliers out there, for instance feel unique.com!! Which are in a class of their own, far more superior to this back street escentual.

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