Space NK Reviews 10,011

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!

Not fit for purpose on their delivery. I paid £10 for a year's unlimited next day delivery. I placed an order on Monday and nothing has arrived. This is false and misleading information and should be dealt with legally. I want a full refund plus the £10 delivery fee or I'm taking them to the small claims court. Don't put up with these scam companies, they're unprofessional and clearly lie to customers.

Sarah in customer services was very helpful when I had a mix up with my order. Customs charges had been applied in error via DHL and once I notified customer services I had an immediate resolution. I hadn't even finished with my other emails when I got notification of my incoming refund from my bank. Very happy with the prompt response and speedy remedy. It's the first time I've had any issues with delivery and based on interactions I'm happy to continue with future deliveries.

Used to be fantastic. But now it takes two weeks for your stuff to even be shipped..

Terrible communication. They changed their warehouses leading to significant shipping delays. They would have known about these delays and should have warned customers prior to checkout. Extremely duplicitous, but good range of products. Proceed at your own risk.

I went into the store in Exeter and was served by a lovely girl who orderd me a perfume for home delivery. When I recieved this item the product was faulty.
I got in touch with customer service and they issued an exchange, so I sent my item back next day. This was over 3 weeks ago, I still have not recieved a replacement for a an item that was sent to me faulty. I have now been informed that it is out of stock and that I am to wait a further 4 weeks to wait to recieve a replcement, only if they recieve stock by then.

How is it acceptable to drag out an exchange for 7+ weeks without an option given to me for a refund. I have chased customer service frequently to recieve copy and paste responses everytime. I am shocked at the level of service I am recieving. I have ordered from SpaceNK previously and never had an issue but from reading other reviews something is seriously going wrong at the moment. Avoid if possible

The only reason I am giving 2 stars is due to the lovely girl in the Exeter store.

Sephora is better, placed an order online. The shower oil leaked all over. I filled in the form, it didnt have an option for damaged deliveries so i put problem with delivery. They sent me an email saying they had delays in the warehouse. I still have a damaged shower oil. Been on hold for 45 minutes at this point and still no answer. Ive had 1 damaged order from Sephora, called them and sent me a replacement order the next day. This is a birthday present for my sisters 21st on Saturday.

If you cant handle the orders, stop taking peoples money or hire more warehouse staff. Its basic business, you're a middle man its not hard to get it right!.

Have been waiting three weeks now for my order that was supposed to be delivered in 3-5 days from ordering. I emailed after a week and received a generic response saying there were delays to delivery due to something about their warehouse. Honestly a joke, especially after paying extra for delivery. Order from LookFantastic or CultBeauty instead, Spake NK is a joke and their customer service abysmal, never using them again.

Although both calls resulted in nearly an hour waiting, when answered Sarah was very helpful & resolved my issue. Thank you.