houseofbeauty.co.uk

I placed a large order of builder gels, including several items from a promotion. When my order arri

I placed a large order of builder gels, including several items from a promotion. When my order arrived, multiple products were clearly used or damaged. Two of the gels were already opened and dirty. One of them was almost empty, and the other had a completely spoiled consistency. I had also purchased two identical gels in different colours — one was perfectly normal, while the other (same product) was rock hard and unusable. A third product that was NOT on promotion also looked used and tampered with.

I immediately reported everything, sending clear photos and requesting replacements. I was told replacements were “not possible.” So I asked to return only the defective items (3 products out of a much larger order) for a partial refund. What followed was over a week of back-and-forth emails just to get them to accept the return.

I still have not received my money.

I email every week and get ignored. They responded once claiming they hadn’t received the returned items and basically brushed me off. This is extremely frustrating and feels dishonest. The delivery itself was fast, but the customer service is a complete disaster. Returning faulty products and getting a refund has been a nightmare.

Customers are being ignored and refunds are not being issued. This is unacceptable and feels very close to being scammed. Avoid if you expect any level of professional customer service or basic consumer rights.

Date of experience: Feb 19, 2026