The Hut Group Reviews 103

I am a frequent high-end beauty shopper, but my recent experience with Cult Beauty (part of The Hut Group) has been appalling. I returned a pristine, unused foundation, only to be met with a "final decision" from an "investigations team" claiming the item was used. The "evidence" they provided was a photo of minor residue on the bottle threads—a clear result of product displacement during transit or their own staff opening the bottle for inspection. Despite my rights under the Consumer Rights Act 2015, they refused a refund and forced the item back to me. Their communication was a wall of "no-reply" emails and scripted responses from "Customer Relations" that ignored every logical point I made. Most tellingly, I received an email from Natalia stating they would be returning the item "in the coming days" when it had already been dumped outside my door. Their internal systems are clearly not communicating, yet they claim their "investigations" are thorough. I eventually had to escalate a Visa Dispute (Chargeback) through my bank to get my money back. If you value your consumer rights, stay away. They treat loyal customers like scammers over manufacturing/shipping physics. I will be taking my business to retailers who actually respect the law and their customers. (Order: 750901522)

Do not ever work here ever. You will get mixed shifts every single week without fail. They will give you a written warning for been sick even with mental health problems. No life balance what so ever. No recognition just treated like pure trash

The Hut Group owns Cult Beauty. I am extremely disappointed with the misleading promotions and poor customer service I have experienced from Cult Beauty now owned by The Hut Group — not once, but twice — specifically relating to promotions involving Creed samples.
On 20 February 2026, I purchased a Creed fragrance costing £105.00, after Cult Beauty explicitly advertised:
“Get a FREE Fragrance Bundle (Carmina, Queen of Silk, Eladaria and Aventus For Her) when you spend over £100 on brand.”
This was clearly highlighted at checkout. There was no option to manually add the gift to the basket — it was presented as something that would automatically be included with qualifying purchases.
I received my parcel on 21 February 2026 — and the four Creed samples were missing.
When I contacted customer services via WhatsApp, I was initially told the samples had been “stated as shipped” and that a replacement would be sent. Less than 24 hours later, I was told something completely different — that the only sample attached to my order was a WHO IS ELIJAH sample, and that:
“All free gifts need to be selected and added at the basket before checkout to apply.”
This is simply untrue. There was no option to add the Creed fragance bundle to the basket. It was presented as an automatic promotional incentive.
When I challenged this, I was then told:
“It will mean it sold out before you placed your order. All free gifts are subject to availability as per our terms and conditions.”
Yet the promotion was still visibly active on the website — even after my purchase — when adding a Creed fragrance to the basket.
This is not the first time this has happened. The same issue occurred with the 2025 Advent Calendar, where three advertised Creed samples were missing. At that time, I was told they could not send replacements because they “didn’t have any.”
So this is now a pattern:
• Advertise Creed samples
• Fail to include them
• Claim they are subject to availability
• Hide behind terms and conditions
Four Creed samples retail at approximately £39.20. This is not insignificant. Promotions like this influence purchasing decisions — especially at the £100+ price point.
Instead of resolving the issue or escalating my complaint, I was offered a free return (returns are free anyway), and then told that I had agreed to the terms and conditions.
That is not customer service. That is deflection.
If a promotion is:
Subject to availability,
Limited stock,
Or requires manual selection,
Then that must be made explicitly clear at checkout — not used as a retrospective excuse once the customer queries missing items.
This feels misleading at best and deceptive at worst.
For a retailer positioning itself as premium, this experience has been anything but. Loyal customers should not have to chase advertised gifts, argue over terms, or be made to feel unreasonable for expecting what was clearly promoted.
I will now be formally escalating this complaint to head office and the ASA.
Proceed with caution when purchasing from Cult Beauty during promotional periods and I would not purchase from any brand owned by The Hut Group.

Three months of chasing and complete silence. A premium A.P.C. bag failed after light rain — entirely normal use — and Coggles have refused to engage or take responsibility. Multiple emails ignored. No resolution, no accountability, no customer service whatsoever. For a retailer selling high-end brands, this is unacceptable. Once they have your money, they simply disappear. I would strongly warn others to avoid.

Betrayal
I was told this review of Cult Besutys fraudulent advertising and promotion was live hours ago. The only way I can view it is by choosing to edit it. Is the source company - The Hut Group - that powerful????

Cult Beauty’s FRAUDULENT promotion is STILL live despite my complaints. On Sunday I saw the immense discount and had done research which convinced me this laser would help in my recovery (total knee replacement surgery on 22/01/2026) and I hesitated before transferring money destined for roof repair from a savings account. The discount had been successfully applied and showed the 20% discount on a Lyma laser Pro as £999.99.
By the time the money arrived in the bank the code had stopped working.
I then checked the promotion yet again.
I have been in touch with their customer service team ever since and was told today it was the fault of Google.
I feel they should honour their advertising.
I have been disabled for years and also have psoriatic arthritis requiring chemotherapy. I am determined to remain independent and do my best to make the most of whatever remains of my life. It would have been a huge purchase for me. I cannot afford a new boiler and rely on electric throws for the third winter running. It is 6C in my house. If I can manage without any benefits I feel more self-sufficient.

This was a HUGE disappointment and I will not go near this company in future. They have no ethical approach to something which is their mistake.

If I could attach screenshots I have all the evidence of false advertising.

Do your research and never purchase anything that the hut group owns or sells through one of their other brands.

I have had issues with a company selling vitamins and they were rude and basically ignored what I was saying and answering " sorry " however , not rectifying my issue .

Basically went round in circles and in the end got my money back through my bank !!

BUYER BEWARE !!!!!!!

All the managers and managers are rude and bring there personal problems into work and all they do is sit on there phone scrolling through Facebook while you are working on your feet for 11 hours and none of the equipment works which makes it impossible to reach your target.

Avoid this company at all costs.
I’ve had major issues with deliveries, mainly because they use Evri, who in my experience are unreliable and untrustworthy. When problems occurred, THG’s customer service was unhelpful and dismissive. They act as if being an independent company means they can make their own rules and ignore basic consumer protection standards.

I’ve made numerous complaints regarding these issues and the way they have treated me, but THG have shown a complete lack of empathy and professionalism, and none of my complaints have been resolved. I even asked if they would take part in an Alternative Dispute Resolution process to help reach a fair outcome, but they refused.

They have even banned me from shopping across all of their THG-owned businesses, effectively blacklisting my address. I find this extremely unfair, as the issues were due to delivery faults and not my own. I also find this treatment highly discriminatory.

Due to the seriousness of the issues, I’ve had to involve Citizens Advice, who have now passed a report to Trading Standards. I’ve also had to raise a formal complaint with the ICO because of the way THG has been handling my personal data which I’m highly concerned about.

Please also be aware that THG owns a large number of well-known brands, including:
• Myprotein
• MyVitamins
• MyVegan
• LookFantastic
• Cult Beauty
• Glossybox
• SkinStore
• Dermstore
• ESPA, Illamasqua, Grow Gorgeous, Perricone MD, Christophe Robin
• King Street Townhouse and other THG Experience brands

My experience has been extremely stressful and disappointing, and I would strongly recommend thinking twice before ordering from THG or any of the brands they operate.

**avoid like covid** First order was RTS after 1 try apperently because label has come off, replacement order then goes missing. Confirmed with Evri that they got no idea after a week later. Still waiting after 2 weeks! No tracking number on replacing the replacement and now 2 items are out of stock. In-between get a confirmed delivery with a photo thats not even my building!! The message replies are slow, the communication is auto generated, the phone number is invalid! Give someone else your money rather then waste your time!!

Avoid at all costs. Returns aren't refunded, I have been chasing for half a year now.

Please can someone help as I’m continuing to have issues with bio Kult and reaching out here since they are one of your brands.

I purchased one of their products and had a bad reaction after using for almost a week.
I contacted them on 10-July at which point they advised that it would be reviewed and I would get a reply in 2-3 days.

Since then, the only replies I get to my follow ups or requests to raise a complaint or requests to escalate is that a ‘team’ is looking into my issue.

Not sure how you can investigate a faulty product when you’re refusing to allow me to return the product. The level of service is so bad and so frustrating.

I have never dealt with a company that is refusing to allow me to return an item. How can I return and get my refund? Can someone anywhere help me? Also, no one answers the phone there either so I’m stuck waiting for dismissive replies to me contact messages.

I would like to publicly leave this formal complaint on your trust pilot page as again, this email I sent, which is considered a legal document has been ignored by both lool fantastic and cult beauty. And you have tried to make it hard to leave a paper trail of the illegal activities you are committing.

“Dear Lookfantastic & Cult Beauty Customer Service,

I am writing to formally raise a complaint regarding my recent order, [676600605 & 676600605], which was marked as delivered but never received.

The tracking information claims the parcel was left “outside” what is said to be my door. However, that is not my door, and I did not authorise the parcel to be left there or in any unattended location. I have since sought legal advice and have been clearly informed that—even if the door belonged to me—it would make no legal difference, as goods must be delivered into the physical possession of the consumer or someone authorised by them.

Under Section 29(2) of the Consumer Rights Act 2015, goods remain at the trader’s risk until they are delivered into the physical possession of the consumer or a person identified by the consumer to take possession. This did not occur. As such, this parcel is considered undelivered in law, and I am therefore entitled to a full refund or a replacement.

Please confirm how you will be resolving this matter. If I do not receive a satisfactory response within 7 days, I will escalate the complaint to RetailADR, report the matter to Citizens Advice (who may forward it to Trading Standards), and consider a chargeback or Section 75 claim with my payment provider.

Sincerely,
L O
* 676600605 & 676600605

If you want a nervous breakdown these are the people to order from. They have sent me a product and taken my money without my consent twice now. Returning the product and then trying to get your money back is a full time job, it took me a month to get my first refund, six weeks later I still haven't received my second refund as apparently the system has rejected it (what kind of logical reason is that)! You can't speak to them on the phone,it's all done through message and you constantly have to go back and forth as they do not read the full chain of messages. I think they rely on people giving up so they can keep their money. Save yourself the mental torture and go somewhere else. It is the worst experience I have ever had from a company

If I could leave zero stars I would.
I never received my Protein powder from my protein as when I opened my second parcel it contained someone else's product for the wrong address, I did the right thing and returned it to their home only to be told by an advisor of my Protein that they can do anything without a photo of the wrong item. I have been treated absolutely disgustingly as a customer.

Emailed DL-THGLC @ thehutgroup.com due to a faulty product issue at Dermstore.com. No reply. No ETA on a reply. Seeing these reviews, I'm not sure I should expect a reply. Probably will not purchase high end skincare from Dermstore.com going forward.

Dreadful place to work.
Bullying xenophobic people.
Management and HR are two faced liars.
Avoid at all costs.

I returned an item and stupid Evri lost the parcel and look fantastic and cult beauty refused to help or refund me. Disgusting company will never use them again, vile. Customer service people were awful and unhelpful. This company is a professional scam. Disgusting service. AVOID AT ALL COSTS

*Review for cult beauty*

I was asked to pay duties at my local post office AGAIN even though I had already paid for it at checkout according to their policy! I contacted them with a screenshot of their OWN policy and they said they're not liable for it! Their policy states 'For deliveries to addresses within the EU, for legal purposes you are the importer of the goods, and are responsible for any import formalities as well as any duties, tariffs, or taxes which may be charged by any customs authority. However, we have collected these amounts from you as part of your purchase, and by agreeing to these terms, you hereby authorise us to appoint our designated carrier(s) to carry out any required customs formalities on your behalf, including payment of any duties, tariffs, or taxes to the appropriate customs authority. The designated carrier will deliver the goods to you in addition to carrying out the customs formalities on your behalf'. I keep running into the same issue with them! Avoid them !

My Protein is an apalling website, not honouring offers sent in their emails, then customer services are unable to help asking for screenshot after screenshot.....

I have subscribed to a product from My Protein since 2022. My account with My Protein records some, but not all, of the multiple issues I have had with this abysmal (YES - ABYSMAL) organisation - which is part of THE HUT GROUP PLC (really - I thought PLCs were good and worth investing in). My issue (YET AGAIN) is My Protein's failure to deliver my subscription (they have run out of stock AGAIN). I cannot understand why - they have known about my requirements well in advance - years in fact - and you would have thought they would have the nous to meet the needs of their long-standing customers who have accepted their (i.e., My Protein's) offer to deliver their product once every month. And how does a company run out of the stock it knows what it needs from its advance sales. And just to add insult to injury, My Protein provides ZERO customer service (never mind ANY customer satisfaction) by NOT letting me know that it is having a problem and letting me know in advance. Oh no, they say, "we're a s**t organisation and we could not possibly tell you for ourselves we're s**t". So you find out in retrospect when the product does not arrive. And, when you complain, it takes (they say) ages to get a response (which is the same as it was the last time I complained ... and the time before that .... and the time before that - almost the same words that took seconds to compose). Getting an answer from My Protein as to why my product did not arrive took almost a week from when the product was due. And their reason (not excuse) was the same as before. This company needs a good shake-up - starting with the operations team (who given their past performance are a total shambles), and their pathetically performing customer relations team (who should be divorced from the company) and possibly the CEO. And, if you are an investor, think carefully about THG are being a safe pair of hands - clearly, they are not given their failure to manage My Protein. In fact, THG seem to have a whiff of today's USA - unreliable?