“Tragic company. I ordered a product from here and upon delivery I checked and saw it has an ingredient I’m allergic to, I applied for the refund (which you have to pay to send it back) and this was accepted. At this point I have not opened this box to the product. This product was £30.95 out of a £106 order.
I then post it via Royal Mail and then receive an email from JML to say I’ve used the product and it has residue around the nozzle. Which means THEY delivered it to me in that disgusting state and wish to charge me for this so they don’t lose out as they’ve accepted it from someone else by mistake in the past.
I will never shop at this awful company again and stick with the professionals such as Boots, Sephora and LookFantastic.”
“They basically accused me of lying.
I'd shopped with Justmylook for a while and never had any problems however on my last order, only 2 out of 3 items arrived yet I'd paid for all 3. I raised this with Customer Services who (after several back and forth emails) told me that according to their systems, all 3 items had been dispatched therefore they weren't going to issue a replacement item or give me a refund. Im now down twenty something pounds because of these clowns.
Ill never shop with them again due to the principle. Scammers”
“ordered Kilian Love Don’t Be Shy, which is a very sweet perfume, but they sent me Kilian Good Girl Gone Bad instead – a completely different and much fresher fragrance.
This was my first time buying a Kilian perfume, so I had no way of knowing what the packaging should look like. On the website, the product image showed the bottle, not the box, and the packaging of both perfumes is almost identical. The only way to verify the item was to open the box and check the bottle itself. It is impossible to know whether a perfume is sweet or fresh without checking the actual product.
The perfume was never used and remained in brand new condition, but they still refused the return even though the mistake was clearly made by their warehouse/team.
Their return policy also appears to conflict with UK consumer rights under the Consumer Rights Act 2015, which states that goods must match the item ordered and description provided. A store policy cannot override statutory consumer rights when the wrong item has been supplied.
Very disappointing experience and poor customer service.”
“My husband purchased some perfume 'Dot' by Marc Jacobs from this site as a gift for me for Mothers Day. This perfume is one of my favourites so i know the smell and it's long lasting fragrance. However when i received the perfume from 'justmylook' it was not the same. The scent was different and watered down and i would go as far as saying it was a fake. I got in touch with customer services they said because the perfume had been opened i was not entitled to a refund, how ridiculous!! I was very disappointed, and will not be buying from this company again.”
“Do you want a great perfume that actually last more than 1hr ? Then do not buy from here, i know is cheap and that’s how good is gonna be if you pay less than a real perfume shop. Shop at Boots or other in-store perfumes, I told them the perfume is not performing as it should and the smell not lasting more than 1hr, talking about invictus elixir EAU DE PERFUME, not toilette. So I will never use this website. I rather pay extra £20 and get the real deal and I if I have a problem I can go back at the shop and sort it out, now I am £60 less in my pocket because of JustMyLooK. Not recommending buying from here, unless you want to pay for eau de toilette, because this is what I think there are in those eau de perfume bottles”
“Paid for an order on the 8th of December, never received it and couldn't get a reply from customer service. I had to file a chargeback against the company with my bank”
“Ordered a perfume that I have bn using this for 10yrs
When arrived the bottle was smaller..not opaque like the original and smelt different
Customer service said cant do anything because it was opened???
Avoid like the plague a waste of £80..will never use again..poor poor poor”
“AVOID
I placed a order with this company , hours later received a email saying
Complete your order , checked my bank and money had already left my account , fast forward a week still no parcel no confirmation of placed order no tracking details .. apparently my shipping address is different which I can assure it is definitely not , and unless I confirm the wrong shipping details there is nothing they will do absolutely useless customer service
I will not be letting this go”
“Bad experience. My parcel has been stolen, because delivery ma left outside front door and I’m away from home for couple days. When I am back I did not find it. 3 days contacting customer service, said wait 2 days after 2 days contact still talking with AI not the real person. Really not recommending this service. If you had problem nobody can solve it.”
“I had a very disappointing experience with this purchase.
I bought a perfume, but when it arrived, the bottle was loose and appeared very old. Most importantly, it had no smell at all, which clearly indicates a faulty or possibly fake product.
I contacted customer service the very next day. However, for two weeks I kept receiving the same automated responses from the AI assistant, without any real help or resolution. Eventually, my case was passed to a team, but I was asked to repeat information multiple times, which was very frustrating.
In the end, I was told that nothing could be done because the perfume had been “used.” This is completely unreasonable — how is a customer supposed to know a perfume has no scent without actually trying it? I am not a magician.
Overall, this has been a very poor experience. I feel let down by both the product quality and the customer service.
I would not recommend buying perfume from here. It’s better to purchase from a physical shop or a more reliable website where returns are handled fairly. Saving a bit of money is not worth the risk of receiving low-quality or fake products.”
