Space NK Reviews 10,020

Had an issue with a product. Spoke to Connor in customer services who dealt with it swiftly and to my satisfaction. Thank you 👍

My app would not link my ndulge card to my app and I was just struggling with it. I emailed customer service and someone named Nikki sealed with my problem. It was quick and easy and she was lovely. I liked the way she interacted, great customer service!

Really bad service. Ordered some perfume arrived days after it should have done without the free gift. Emailed 5 times now and just get a generic reply about the delivery back. No one answers the issue of missing item.

Great customer experience, highly recommend:)

I will NEVER EVER order from Space NK again. I placed an order in May and the cost was taken from my account immediately. The order was never sent. I chased via telephone, email, I even tried to contact the company that owns Space NK. No-one ever replied and the telephone lines are shut down at Space NK. I contacted one of the stores but was told to call Customer Services and that they were having distribution problems and no refunds were being issued. Today the order has arrived. No apology, no offer of a refund, as it says on the website that orders are received by the customer between 3 and 5 days. I think there is something very dodgy about this company, I would not be surprised if it goes into liquidation. I have spent a lot of money with them over the years but never again.

Terrible, avoid at all cost!
Payed 10e for express shipping, only part of the delivery arrived so far (3 weeks ago) but not on time, in addition, needed to pay import duties to Ireland (68euros) despite it was supposed to be free. Customer support no help and no responding.

I was a loyal customer of Space NK. I spent quite a bit of money with them, and was in the higher tier for the rewards program with limitless delivery. I really enjoyed the products and service, and loved the rewards and delivery.

I went to place an order recently and my limitless delivery wasn’t available due to upgrades in the warehouse or something. This has happened before and there was no issues. I was ordered for myself and for a gift for a 40th birthday which was the following weekend. There was a promotion on for Medik8 with double points and a free gift, so I spent a bit more than was intended. It was a weekend, and it said delivery would take 3-5 working days. Great I thought, I’ll get it in time for the birthday. I noted that my basket said I would earn £40 of points with my order.

I got towards the end of the week and still no sign or update, contacted customer services and got an automated response and when a human actually replied I was told they are experiencing delays and would be dispatching all orders by the end of the week. They couldn’t cancel orders due to system constraints, but knowingly took hard earned money for orders when they knew “system constraints” were going to affect delivery.

I responded to express my disappointment and didn’t even receive an acknowledgement, never mind a response. Just another automated email about delays and not being able to cancel orders.

When I finally received my order (after the 40th birthday, which I had to go out and buy another gift for) I also noticed my rewards account had only been credited with £20 worth of rewards.

I had to email customer services again to complain, and was advised they would be added to my account manually. To be fair they apologised for the level of service and acknowledged they should have communicated better around delivery whilst they underwent some essential warehouse work.

Judging from Reddit and here, they have a lot of unhappy customers. And this could have all been prevented with better planning, better communication and if they knew that impact to customers and delays was completely unavoidable- they should not have been accepting orders that they couldn’t deliver and fulfil. Taking orders knowing they couldn’t get them out on time, or in some cases at all, demonstrates they prioritised profit over customer experience. Which has undoubtedly cost them in the long run with reputational damage and customers shopping elsewhere.

My last email has not received a response. There isn’t a single thing I buy from Space NK that I can’t get anywhere else. There are so many beauty retailers, online and in store, competing for our custom. I have used all my rewards balance and will shop elsewhere in future, at companies that value their customers and their experience. The only way I would consider buying from Space NK again is if something I wanted was significantly discounted.

I wanted to leave some feedback about Lucy from customer services.

I recently called regarding some online codes that weren’t working, and Lucy was absolutely fantastic. She sorted everything out quickly and efficiently, making what could have been a frustrating experience incredibly easy.

What really stood out, though, was how friendly and personable she was. We had a good laugh during the call, and she genuinely brightened my day. It’s rare to come across customer service that’s not only effective but also so warm and engaging.

Lucy is a real credit to the team, and I wanted to make sure her excellent work was recognised. Thank you, Lucy, for your outstanding service and for turning a simple phone call into such a positive experience.

Best customer service ever so happy

I was served in Market Harborough with my mum today and the lovely lady at the desk was so helpful. I came in asking if they do KayBeauty, and they didn't. I wanted to use a voucher I had from my points on the loyalty scheme, as it didn't work for me online. The lady I think her name is Waller (on receipt) she was so kind and helped me do it all in 10 mins. I really did appreciate it. Thank you. I really reccomend Space NK all the staff are so nice and the store looked amazing!!

I came on here to see if anyone else had any similar issues as me or advice but can see others are just as frustrated.
I ordered and paid in store over a week ago and was told postage would be about 3 days. SPACENK STOP giving false information about the situation at present and HIRE some actual customer service staff that can actually read emails and help with individual issues. GENERIC answers and The chat line isn’t even working.
I would expect this level of shoddy treatment from shein or temu but space nk? First time and last time shopping here. I honestly wish I hadn’t. Your customers are suffering because of YOUR warehouse mess up.
Bad bad bad

I placed an order on the 5th of June paid for express delivery. It’s the 12th of June and still haven’t received a dispatch email contacted the company twice with no reply. I needed the products for yesterday as I’m going on holidays. I’ve looked for a refund and cancel my order, but I just keep getting a generic email.

I placed an order on 13 May worth €213. After waiting three and a half weeks, the package finally arrived — incomplete. The most expensive item, valued at €100, was missing from the box ( and now is unavailable on the website)

I have tried every possible way to reach the company: phone calls, emails, WhatsApp messages, and even contacting their transport provider. No response. The phone number appears to be out of service.

This level of service is unacceptable. With so many similar complaints, it’s clear this is not an isolated case. I will be filing a formal complaint with consumer protection authorities. A company should not be allowed to treat customers’ money and deliveries this way.

11 days to get an order out to me because they changed one of their systems the day I placed my order - why not just tell customers that when placing order rather than stating 3-5 day delivery turnaround

Placed order on 4 June and paid £10 for next day delivery to ensure arrival of some items for a birthday present. Some items arrived but not the ones I needed. Now 1 week later and not received the items.
I got a jovial email letting me know that orders placed a week before mine would be dispatched this week, and since then no response (although I have received daily promotional emails).
Will be cancelling the remaining items and requesting my delivery fee back.
Not what I expect from Space NK at all.

My daughter ordered me a gift card on 22 May for my birthday on 2nd June. After much chasing it finally arrived on 8th June BUT Space NK had not loaded any credit on the card. Not answering phone and generic email saying they are still dealing with enquiries from mid May. Shambolic! Happy birthday!

Absolutely appalling service from Space NK.

I placed an order on 13th May and was advised at the point of purchase that delivery would take 3–5 days. After waiting 5 working days with no dispatch or delivery, I contacted customer services and was told there were delays due to a warehouse system upgrade and that my order should be sent out shortly.

Another week passed with no update, so I contacted them again and received exactly the same response. What’s particularly frustrating is that at no point did Space NK proactively contact customers to apologise for the delay or provide updates regarding these ongoing issues. The only information I received was because I repeatedly chased them for answers.

After nearly a month of waiting, I requested either a refund or the option to collect the items from a store where I could clearly see the products were in stock. My refund request was refused, and my request regarding store collection has simply been ignored.

It is now 11th June, almost a full month since I placed and paid for my order, and I still have neither the items nor a satisfactory resolution. The lack of communication, poor customer service, and refusal to offer reasonable solutions is completely unacceptable.

Customers should not have to repeatedly chase a retailer for updates on an order that is weeks overdue. Extremely disappointing experience and certainly not the level of service expected from a premium retailer.

I will never be purchasing anything from this store again and will actively be discouraging my family and friends, who shop there very regularly, from doing so as well.

I have always used Space NK, but they are currently dealing with some serious issues and the customer service is now non-existent. They have had my money, and all I get are generic emails saying they have changed warehouses. I only ordered after they said next day delivery was back up and running (limitless) and 10 days on I’m yet to receive my order and have had no reply to my request for a refund. This is the absolute worst experience I’ve ever had and I will categorically not be shopping with them again! What is even more suspect, is the 5* reviews that are appearing on here at this time. Please do not be fooled. There are many people in the same boat as myself - money taken, no goods and no appropriate response to emails. Avoid like the plague!

I am a loyal customer of Space NK for many years. I was charged customs duties by a courier delivering an order which I should not have been and the issue was resolved very promptly by customer service and received my order without further delay. I received a damaged product in it's box and customer service dealt with this in a very satisfactory manner. This was the first time it happened with an order as I always receive my orders from Space NK very well packaged, secure and in perfect order.

I had a problem with my indulge card but Nikki from customer service sorted it out in no time. Thanks Nikki!