HauteLook Reviews 43

Their online customer service is worse than Walmart’s! I'm left feeling devalued! Nordstrom’s rack would not refund me for items that were 49 days old with tags and receipt. They had me contact customer support and assured me they would refund me. When I contacted support, the lady would only offered a 50% credit due to restocking fees, but the amount offered from her was under 25% of the total. The representative was not interested in helping anymore and told me that she shouldn’t have even offered 50% and disconnected before we were finished.

disturbing customer service! love their products, but been discouraged more and more after each of their client mistreats! need to email them twice to get refund for returns; items which were already paid for were out of stock; items were missing.... 0/10

I am a platinum member at Nordstrom and was recently canceled by NordstromRack from purchasing anything online.

I was under the impression the point of shopping online to try things on at home see if they fit and return what doesn't fit or what you don't like? Why would it matter to them if I am returning items on my time using my gas?

A great suggestion would be to post better reviews and details on their items my returns would be significantly less.
My sister got married and I had several weddings over the past 5 years. Lots of dresses purchased and returned. Lots of celebrations and events mean new dresses and outfits.
Losing weight? Yep, I did that too, (because of an illness), and if they would look they’d see the sizing changed and I was trying to figure it out along the way. In the privacy of my own home where I wouldn’t have to try on clothing in their rooms. Which to note, at least in my experience are barely covering and have had people walk in on me and could peer through the rooms. Highly suggest you do this in your stores. This is one reason I purchase everything in the store, go home and return items.

They calculated my returns over the past 10 years! If they were paying return fees I would understand them canceling my account but they're not. They're not executing correctly. I ordered a few thousand just to see if it would work and it did. I'll of course return as I will continue to even more now!!

Andrew and Amy, you've really lost touch with customers.

The letter: We recently reached out to let you know that the rate of returns on your online shopping account is unusually high, and that we are no longer able to accept this volume of returns.

In reviewing your account, we see that your rate of returns has not been lowered. As a result, we have made the decision to end our relationship with you and anyone associated with your account. We will no longer be able to accommodate your online transactions at nordstromrack.com and HauteLook.

If you have any questions, or would like more information regarding this decision, please contact our Account Review team at AccountReview at hautelook, or call 408-498-8616.

Sincerely,

Andrew BreenDirector, Customer Care
Nordstrom Rack | HauteLook

CC: Amy Sommerseth, VP, Store Service and Experience

After the first note I called and explained to them all of this. The lady was really nice and said she would note that and it shouldn’t be an issue. I waited about 90 days and purchased items over the holidays. Well, c’mon most of these items were gifts so I would imagine returns do increase during this time. Low and behold a month after my holiday shopping, I received the above letter. Cutting costs, I understand, I’m the CMO of a company and am involved in board meetings with these conversations. One item I love about my company is that we look at individuals on a case by case basis. If a customer called to explain what happened and had valid reasons for their behaviors, I would make an exception.
In conclusion this is more of a review for the executives to see and less for consumers. Warning to consumers is don’t shop online if there is a small possibility you won’t like the item!
It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you'll do things differently. Warren Buffett

I ordered some Fenty Puma by Rihanna creepers and a Fenty fleece backpack, both I couldn't find anywhere else on sale except for HL. I didn't have a problem ordering from under Nordstrom Rack, my package came in good shape, no problems. But I've never really ordered from under HauteLook before. So I didn't know how horrible they are with their customer service and didn't bother to read up on them/ read reviews, because I expected the best. The shoes and backpack both said it would take up to 1-3 days to process after the sale was over, until they split my order and the bag is already in transit and shipped off. Alllll except for the shoes that are still "processing".

I also ordered something else when day 3 of waiting came around, but I got curious and decided to look up HL's reviews anyway and was appalled at how some customers were treated. I got worried because my shoes haven't been shipped or updated at all since my purchase and decided to contact them by email Sept. 1st, just to ask if the shoes were even available. By Sept. 2nd around 5pm EST, I'm told that there was a delay and most orders are 2 days behind, that I should get my tracking number. WRONG. 5 hours later I get another email saying that I have been "refunded" and my order was canceled. I never got a refund.

So basically not only was I lied to, but I was cheated out of my money. Many people who buy from them don’t even get a full refund. All because they put something on their website that they didn't even have. Unbelievable. Never ordering from them ever again, and I WILL get my refund. Not 25%, not 50%. A FULL refund.

Items that’s in your cart shouldn’t be taken out once you start the checkout process. Thats like going to the store and somebody take your items out of your cart. I thought on- line shopping would be better. But it’s not. Maybe that’s a sign to shop elsewhere now. Your business is not longer needed.

I have ordered multiple times from HauteLook and each time received quality items exactly as described. Love finding great deals on my favorite brands! Like many others have mentioned, shipping can take a while depending on the item- but it tells you the exact timeline in the product description. My favorite part is that if I receive something I ordered and don't like it, I can return it for free at any Nordstrom Rack!

Great product selection and prices. However I was very disappointed in my recent customer service interaction. I ordered several pairs of shoes from HauteLook, and then ended up having emergency back surgery a week later. Long story short after the surgery I learned that I would need to wear special shoes from now on, unfortunately special shoes equal ugly shoes. I had not worn the shoes I purchased and brought them to Nordstrom Rack to return. They're the associate informed me that the return policy has recently changed and is no longer 60 days is now 45 days. She said there was nothing she could do for me so I left disappointed. I usually shop at Nordstrom and they have unparallel guest service, being that this is a sister company I expected the same. So I called their guest service phone number to see if they could help me. The representative I spoke with said that she'd be happy to take the return back however for 50% of the value price due to a restocking fee. 50% for a restocking fee!?? So unfortunately I'm stuck with two brand new pairs of shoes that I'm not allowed to wear. Extremely disappointed. I assumed anyone affiliated with Nordstrom would have excellent customer service, guess I was wrong. I will not be shopping online with this site any longer. They could have made an exception or offered store credit. Apparently my business is not important to them.

Quality products, easy enough to navigate around the website. Tends to be pricey but you have to decide what you're willing to spend. I like that you can shop from different events and still combine to get free shipping in one purchase.

This company really is the worst. After putting up with mistake after mistake after mistake; this company doesn't even know enough to wrap eye shadow palettes, instead tossing their makeup products hap hazardously in a box and acting surprise when stuff arrives broken; THEN they can't even read your order and manage to pack not 1 but 8 (EIGHT) incorrect items into a single order. I mean, come-in?!!! Which, I might add, they then offer you a discount on your next order for and expect you to spend more money with them after you return their items. I mean, in what world would I want to shop with you at this point???!!!!! Their resolution is literally, 'oh, we're sorry, we'll file a report'. Oh they file reports into perpetuity alright, without anything ever changing. I could go live at the post office to return every wrong item in their package (MIND YOU, you have to wait to get a refund on the wrong crap they send you too!). Had them remove my account, plenty of other companies out there and frankly, I am done taking their bs. Don't waste you time, money and energy!

Great shopping experience, free shipping on orders over $100 and free "no questions asked" returns. Love it!

They are a good company, prices on clothing are excellent, I have only 2 issues that have arose when dealing with hautelook, the arrival on some items can take a long time to get to you but if you read the details on the items you are purchasing you will see how long it takes to ship, but my biggest issue is when i place an order and then a few days later I get an email saying they are sold out and my order cannot be fulfilled, this has happened to me 4 times already and is very frustrating, you get this good deal on an item only to be disappointed a few days later, good deals but only if you actually receive what you ordered

I have been waiting something like 7 weeks now for 2 pairs of jeans i ordered together. The Membercare email address has not replied to my last 2 emails, so no idea when/if they will ever ship. Never, ever ordering from them again. I would have rather gone to a store and paid double. I was hoping to have them by now for a trip.

I ordered a Michael Todd set for my mom for Christmas on October 27, 2016. There was about 3 days left in the event and it said it would ship 2-3 weeks after the event ended. I got exactly what I bought today (November 15). So yes, shipping takes a while but I wasn't in a hurry at all. But, it came exactly when it said it did so I'm not mad at all. I was a little nervous when I first ordered because of all the bad reviews but I gave HauteLook the benefit of the doubt. I mean, they're a Nordstrom brand, there wasn't a reason I couldn't trust them.

This is my favorite site for finding quality brands at half the price. It's good to know your favorite brands and regular prices for searches and comparisons. I appreciate that most items listed are modeled and shown with multiple pictures. I am rarely disappointed with Hautelook purchases. I would recommend that buyers be aware that some items take a while to ship, as some orders are sent to the distributer and are not shipped directly from the Hautelook warehouse. Worth the wait for such deep discounts.

Up until now, I have been a loyal shopper at Nordstrom Rack/Hautelook. Shipments come quickly, returns have been painless, and of course...the deals! Recently I paid $200 for jeans and the shipment never arrived. I shop online A LOT and receive boxes almost daily. I've never had one not show up at all. I called customer service to tell them the box never arrived. The carrier marked that they had left the shipment at the front door yet it was nowhere to be found. In order to rectify the situation, they first give the carrier 30 days to find the package. 30 DAYS without my merchandise or refund. If the carrier could somehow prove that it was delivered (not sure how without a signature) then they won't refund the $200 I spent unless I file a police report. Really? With Nordstrom being well-known for their amazing customer service, I've been very disappointed in the overall lack of service I've received from everyone I've talked to. I've called multiple times and even asked to speak with a manager. They told me the manager would call me back in 24-48 hours...but of course, I never heard from them. With the thousands of dollars I spend here a year, I expected more. They've lost a customer and forced me to take it to social media to share my experience. This matter has yet to be resolved.

Would not order from company again. Lost $20 plus postage on return.

I wish I would've read reviews about HauteLook before attempting to order some Christmas gifts for my sister on the site. The items were supposed to arrive before the holidays - they did not. So I called and the customer service rep told me they would arrive before New Years - they did not. So I called again and the customer service rep told me they did not have enough inventory to fulfill the order so they were going to cancel the order and refund my money - fine.

I thought I was done with the ordeal, but then two weeks later I received a shipping notification for the items! So I called and the customer service rep told me it was a mistake and they had just printed a shipping label but had caught the error - they did not. A few days later, I received the items I had ordered over 6 weeks ago. So I called again and was told that I did not need to return the items and would not be charged for the items, I could just keep them for my troubles - fine.

THEN! I receive an email stating that I've agreed to be charged for the items - I DID NOT! I'm still in the process of trying to get a customer service agent with enough authority to actually know what's going on and tell me what to do with these items. I don't believe I should have to worry about returning or reshipping items that no longer need and did not mean to order.

The customer service department is a mess and no one seems to know what's going on. I'm so dissatisfied with the experience, not at all what I would expect from a company owned by Nordstroms. So I'll say it one more time - DO NOT SHOP HERE

I placed an order and was billed for my order but never received my order. i called twice and emailed three times and was told it was shipped. It has never been shipped. Basically these folks have no idea wht they are doing.

They are amazing that's all I have to say!

If saving lots of money is more important than receiving your orders on time, then hautelook is the place to go. I was skeptical at first, because of the massive savings (up to 75% all designer goods; maybe they're defect goods or leftover goods that never got sold?), but I just received my first order at my door today, and I am very pleased with the site.
Basically how hautelook works is that we (hautelook users) order whatever we want on their site, and hautelook then orders from the respective companies depending on how many orders they need. This explains their 2-3 weeks of wait time.
New events are presented at 8am everyday (EST time?) and last for quite a while. You do have to grab goods fast (within a day of the event releasing), because they do go out of stock. While you're adding things into your bag, you do reserve a hold on each item for a limited time (yay!).
I ordered a bunch of theBalm products on Jan 23 and wasn't expecting to see them until a month later, but they came within 2 weeks of ordering! Not too bad since I saved a load of money. The makeup was in perfect condition, though the palettes seemed to have gotten a bit dirty, but they were brand new inside. There was no bubble wrap in my box at all. Nothing to protect all the makeup, which I was quite surprised , but good thing nothing was damaged. The tracking number given to me didn't work at all no matter when I checked and what device I was checking on. I glanced over the return policy and it seemed pretty flexible.
They always send daily emails of the events to me, and I'm always excited to see the next event!