“I did not expect to be so disappointed by this company. I raised an issue (undelivered Christmas gift) and was repeatedly asked to confirm my identity. I provided full details of the order number and delivery name and address as well as my own details and offered to send a selfie of me holding my passport. Given that I hold an account with Space NK and placed the order from this account, and was emailing them from the email address registered to that account, you’d expect this to be adequate to confirm my identity! Despite numerous emails back and forth, they will not discuss this order with me because I’m not the named person on the order, whatever that means, as I can name both myself and the person to whom I sent the gift! It seems they want the recipient to call them rather than myself but this isn’t even clear in their emails. I’ve asked them to confirm and clarify this but haven’t had a response. Given that we haven’t even got to the main issue yet, this is incredibly poor customer experience. The main issue is that they delivered the item before Christmas supposedly, but left it in a safe place at the recipient’s address. However the recipient has never provided any delivery companies with a safe place authorisation, so this in itself is unsatisfactory. The recipient has checked with all neighbours and all around their property and the item is not there. I did not tell them to leave on a safe place so am unhappy they did this. The tracking details simply say delivered so we are unable to directly seek redress there. Space NK are not even prepared to engage with me over the order never mind the problem. In the meantime they’ve lost at least 3 further orders from me as I haven’t had the faith to complete the order based on this incredibly poor experience. I had purchased the year delivery pass in anticipation of these January orders so even that has become a pointless investment now. Still waiting for a reply to my email or offer to discuss by phone. And my recipient is still without their Christmas gift in late January. There doesn’t appear to be a complaints email address, just the usual customer service email - the same one that I’ve been dealing with. I find the whole experience incredible poor from what’s supposedly a curated premium brand. Nobody at Space NK seems to be properly reading the emails - they asked me repeatedly for the same information. They can’t retain their brand rating with this level of administration.”
“Space nk canceled my order without any explanation. Customer support is not responding at all. I’ve been promised they contact me, but 2 days nothing. I didn’t get any refund.”
“Terrible, patronising customer service rep on the phone. Have some courtesy - I have been a customer since you opened, in 1993, in Covent Garden. Considering how much money I've churned through you over the years, this is not good enough. Your customer service should reflect your brand.”
“Such poor dismissive customer service after order delayed with no update on timframes and customer told not to contact them! Worst experience first time here but will return to Look Fantastic and Cult Beauty as they actually communicate properly with you and listen to your questions.”
“Deceptive Company with unethical shipping practices
They have a scam claiming 1-2 business days of free fast shipping.
Although once you pay, less than 24 hours later you see a 'Notice' stating high volume of orders has prevented your order from shipping straight away.
In fact your order may not ship for almost a month later, arriving anywhere from 60-80 days after the original order was placed. They do not send a 'VALID' tracking nor is there a way to retrieve the tracking and or know what courier they use.
Not an honest company and certainly not a company I would ever return to.
Lying, unethical behaviour to access new customers is a sure way to lose a lot of business fast.
One you lost the trust of the customer, it's gone forever.
BUYER BEWARE.”
“Spacenk uses an unreliable shipping partner for the international delivery. You are left waiting for your order for weeks and when you complain, they act as if they have nothing to deal with it,- but simply ask you to contact the courier by yourself! And look for your order by yourself… Bit the money is booked from the account straight away! Unbelievable!”
