Waited a long time for delivery, had to contact customer service to find out where my order was, was then told my items were on back order. Communication needs improvement! Someone should’ve updated m... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I placed an order on the LTL shop website on the 10th of July. After several days with no update, I reached out to their customer service on the 17th and conveniently received a reply the following... See more
I have ordered from this Company at least three times and they are definitely legit. My past orders were always delivered promptly and I never had any missing items or complaints. The reason I’m deduc... See more
I'd give it no stars if I could SCAMMERS. It's 14 days after my order which according to Shop tracking HASN'T BEEN DISPATCHED. There is NO WAY TO CONTACT them as all emails produce an automated rep... See more
Company details
Written by the company
Founded by award-winning London salon group Live True London, the LTL Shop was created to bring our clients professional hair care at an unbeatable price. With product knowledge gained through ten years of salon experience, we want to offer you the best hair care for salon quality hair at home.
Contact info
18 Soho Square, W1D 3QL, London, United Kingdom
- contact@theltlshop.com
- theltlshop.com
2.9
Average
253 reviews
Replied to 1% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Cheap price BUT not worth the hassle
Cheaper price than anywhere else...BUT received no order confirmation and had to chase after not recieving the item after 2 weeks (& no response). The item was finally despatched on my 3rd email requesting a refund and threatening further action.
6 March 2025
Unprompted review
Reply from The LTL Shop
We sincerely apologise for the poor experience you've had with your order. Your feedback highlights significant issues with our order confirmation and communication processes that we take very seriously.
We understand the frustration of having to chase an order multiple times and the lack of timely responses. This is not the standard of service we aim to provide, and we are committed to improving our customer communication and order processing.
We would welcome the opportunity to investigate the specific details of your order and understand exactly what went wrong. If you're willing, please contact our customer service team with your order information so we can:
- Fully investigate the communication breakdown
- Improve our processes
- Ensure such issues do not happen to other customers
Thank you for bringing these concerns to our attention.
The LTL Customer service Team
Waited 3 weeks
Waited 3 weeks , wasn’t shipped then they said it was out of stock but it’s in stock on their website.
20 March 2025
Unprompted review
Reply from The LTL Shop
We apologise for the confusion and delay with your order.
To fully investigate this discrepancy between the website stock status and your order, we would appreciate more specific information.
Could you please provide:
- The specific product you ordered
- The date of your original order
- Your order number or the email address used for the purchase
This will help us accurately trace the issue and understand why there was a disconnect between the website's stock indication and your order status.
We are committed to resolving this matter and ensuring our inventory information is accurate.
The LTL Customer service Team
Reply from The LTL Shop
We take these allegations extremely seriously. We are a legitimate business committed to providing quality service to our customers.
If you are experiencing issues with an order, we strongly encourage you to:
Contact our customer service team directly
Provide specific details about your order
Allow us an opportunity to resolve any problems
We are fully transparent and willing to address any concerns you may have. Without specific information, we cannot investigate or rectify the situation.
We welcome the chance to clarify any misunderstandings and find a satisfactory resolution.
The LTL Customer service Team
Bit dodgy but my product is coming
I have had a similar experience as everyone else on here where the company told me the product was delayed due to damaged deliveries and the warehouse having to check. My item is finally on its way but will be here nearly 3 weeks after ordering. Better off buying elsewhere for a bit more money unless you can wait.
8 March 2025
Unprompted review
Reply from The LTL Shop
Thank you for taking the time to share your experience. We sincerely apologise for the delay with your order and the inconvenience this has caused you.
We understand the frustration of waiting longer than expected for a delivery, and we appreciate your honest feedback. We are continuously working to improve our inventory management and shipping processes to reduce such delays in the future.
We would welcome the opportunity to make this right. If you'd like to discuss your experience further or if there's anything we can do to improve your satisfaction, please contact our customer service team directly.
We value your feedback and are committed to providing a better shopping experience.
The LTL Customer service Team
I made my first order and after a few…
I made my first order and after a few days of no dispatch confirmation,I got worried and started looking at this companies trust pilot reviews, I was of course then concerned. HOWEVER, I have found this companies costumer service excellent, everytime I sent a message, I always received one back promptly. Yes the dispatch did take longer than I expected, but I was informed of a stock issue and my products turned in perfect condition. I would recommend this company if you don't mind waiting slightly longer (approx 1.5 - 2 weeks).
4 February 2025
Unprompted review
Reply from The LTL Shop
Thank you so much for taking the time to share your detailed and balanced review. We truly appreciate your understanding and kind words about our customer service.
We know that timely dispatch is important to our customers, and we're constantly working to improve our inventory management and shipping processes.
Your feedback helps us understand where we're doing well and where we can continue to improve.
We're delighted that you received your products in perfect condition and found our communication helpful.
Your recommendation means a lot to us and our team.
Thank you for your support and patience.
The LTL Customer service Team
Scammed
Purchased a treatment on the website. Tried to make contact to book and was told the item I purchased had an error and now they are ignoring all my emails, so I have essentially been scammed. Don’t be fooled into buying anything from this site.
18 February 2025
Unprompted review
Reply from The LTL Shop
Your allegations are serious and require immediate clarification. We are a registered business with a legal obligation to resolve customer issues.
Provide us with:
- Exact order details
- Specific dates of communication attempts
- Proof of your claimed non-responses
We do not ignore customer communications and will address this matter definitively.
Making unsubstantiated claims of fraud is a serious matter.
We are prepared to investigate and resolve any legitimate concerns thoroughly and immediately.
The LTL Customer service Team
Not received my purchase…
I ordered £120 worth of products on January 23 this year and it is now March 6 and thus far have only received half my order in packaging that was severely damaged. They gave me two tracking numbers but both were attached to one package so it looks like two parcels were sent, yet I only received one parcel. LTL customer service is poor, no refund has been given, my paid for products didn't materialise and now communication from them has ceased - very disappointing experience. In the reply below, LTL request I send all the information to them, I took the time to do this, wrote to them yet again and yet did not respond. Their reply to my rating on trustpilot is not genuine and I am thoroughly disgusted with their bad practice.
6 March 2025
Unprompted review
Reply from The LTL Shop
We take your allegations extremely seriously. We urgently request you provide:
- Order number
- Email address used for the purchase
- Specific details of the incomplete order
Any communication records
We categorically deny being a scam and are prepared to:
Trace your full order
Investigate the tracking discrepancy
Resolve any outstanding issues
Our customer service team is committed to fully addressing your concerns. Without specific details, we cannot investigate the precise nature of the problems you've experienced.
We insist on a thorough and transparent resolution of your complaint.
The LTL Customer service Team
No product no responses
Ordered product. Not dispatched. No response to comms.
21 February 2025
Unprompted review
Reply from The LTL Shop
We take your concerns seriously. To investigate and resolve this issue, we need:
- Order number
- Date of purchase
- Email address used
- Details of communication attempts
Without specific information, we cannot trace or address your specific order problem. We are committed to resolving any legitimate customer service issues and invite you to provide complete details.
The LTL Customer service Team
AVOID AT ALL COSTS
AVOID AT ALL COSTS. If I could recommend you to do one thing, it would be to avoid this store at ALL COSTS. Ordered four items from LTL Shop and one item was dispatched swiftly. The rest of the items in my order took 3 weeks to arrive. I kept chasing as to where my products were as they had an estimated delivery time of 3-4 days. WRONG. 3-4 weeks more like. I asked where my products were yet again and I was lied to and given the Royal Mail Tracking number for the parcel with the one item that had already been delivered. For the sake of saving a few extra pounds TAKE YOUR CUSTOM ELSEWHERE. You will at least be guaranteed your products you paid for and not get lied to. I ended up having to buy the products I ordered from LTL Shop elsewhere anyway.
25 February 2025
Unprompted review
Reply from The LTL Shop
We take your feedback extremely seriously and apologise for the poor experience you've encountered. To fully investigate this matter, we request:
- Your order number
- The specific items that were delayed
- The email address used for the purchase
- Dates of your communication attempts
We are committed to understanding exactly what went wrong with your order and addressing the discrepancies you've highlighted. Our goal is to ensure every customer receives accurate information and timely delivery.
We would welcome the opportunity to review the details of your order and make things right.
The LTL Customer service Team
This is my first time shopping from…
This is my first time shopping from this company, and I was initially concerned when I saw the negative reviews, but I honestly don't get them. I would absolutely order from them again. I ordered a hair product that was on sale, and it arrived and in good condition.
19 February 2025
Unprompted review
Reply from The LTL Shop
Thank you for taking the time to share your experience with us. We're thrilled that your first purchase exceeded your expectations and that you received your hair product in good condition.
We always strive to provide the best possible service to our customers, and we appreciate you giving us a chance despite initial concerns. Your positive feedback means a lot to us and helps other potential customers feel more confident about shopping with us.
We look forward to continuing to serve you in the future and hope you'll find more great products in our sales.
The LTL Customer service Team
WARNING- DO NOT BUY FROM THIS COMPANY
WARNING! DO NOT BUY FROM THIS COMPANY. They are either scam artists or in over their heads selling products on a website they cannot supply. Either way, I placed an order nearly two weeks ago and practically zero comms, certainly no products! Apparently, they're checking their warehouse and dispatch will be soon. Really?! Soon as you request a refund, comms go silent. Disgraceful behaviour when people pay you in good faith, but then I can't imagine they are too bothered by that. Save your money; shop elsewhere.
19 February 2025
Unprompted review
Reply from The LTL Shop
We take your allegations extremely seriously. To fully investigate this matter, we urgently request:
Order number
Email address used for the purchase
Specific date of order
Details of your communication attempts
We categorically deny being a scam and are committed to resolving customer issues. Our customer service team is prepared to:
Trace your specific order
Investigate the communication breakdown
Resolve any outstanding concerns
We insist on a transparent and thorough resolution of your complaint. Providing complete details will enable us to address your specific issues immediately.
The LTL Customer service Team
I’m in the same boat as many others
I’m in the same boat as many others, ordered my items two weeks ago, no comms unless I initiate it and told it’s a busy time to dispatch goods! I paid with Klarna and will be raising a dispute with them as I am getting nowhere fast and need my items! So far £66 out of pocket!!! Avoid this company at all costs!
4 February 2025
Unprompted review
Reply from The LTL Shop
We take your concerns very seriously and apologise for the poor experience you've encountered. To fully investigate and resolve this matter, we urgently request:
- Order number
- Specific items ordered
- Email address used for the purchase
- Date of original order
We understand the frustration of delayed communication and shipping. Our team is committed to:
Tracing your specific order
Investigating the dispatch delays
Providing a prompt resolution
We recommend contacting our customer service team directly with these details so we can address your concerns immediately and prevent any further inconvenience.
The LTL Customer service Team
Avoid this Company
Avoid this Company, no goods received after 11 days, no tracking information either. Trying to claim money back from bank
13 February 2025
Unprompted review
Reply from The LTL Shop
We take your concerns extremely seriously. To fully investigate this matter, we urgently require:
- Order number
- Email address used for the purchase
- Date of original order
- Specific items ordered
We are committed to resolving your order issue and understanding the cause of the delay. Our customer service team is prepared to:
Trace your specific order
Provide tracking information
Address any outstanding concerns
We strongly advise speaking with our customer service team before pursuing a bank claim, as we are dedicated to finding a swift resolution.
The LTL Customer service Team
Awful company!
Awful company! They take payments for goods then give lame excuses - the stock in the warehouse is damaged?!! We are waiting for new stock. Then stock has arrived but we have to check it. On and on!!
I have requested a refund. Moral is if the offer looks too good to be true it certainly is!
Avoid at all costs.
I am over £60 out of pocket and waiting 2 and a half weeks now for my order
No contact from the company unless I initiate it.
26 January 2025
Unprompted review
Reply from The LTL Shop
Hi Carol,
We completely understand your frustration, and you're right to be upset. Those excuses about stock issues sound exactly like the kind of thing that would drive anyone crazy. No one wants to hear about warehouse problems when they've paid good money for a product.
We'd like to make this right. Could you help us out by sharing:
- Your order number
- The email you used for the order
- What items you originally purchased
We know you've been waiting for weeks, and that's not okay. Our team wants to get to the bottom of this and find a proper solution for you.
We're listening and want to help.
The LTL Customer service Team
awful company
awful company! Been nearly 2 weeks since I ordered and still not dispatched. Requested a refund multiple times and they’re refusing saying it’s been dispatched when Royal Mail confirms it has not been received by them. Will be raising this with my bank
12 February 2025
Unprompted review
Reply from The LTL Shop
We take these allegations extremely seriously. To fully investigate this matter, we urgently require:
- Your order number
- Email address used for the purchase
- Specific details of dispatch claims
- Copies of Royal Mail confirmations
We categorically deny falsely claiming dispatch and are committed to:
- Tracing your specific order
- Investigating the discrepancy with Royal Mail
- Resolving your refund request
We strongly advise contacting our customer service team directly with these details before escalating to your bank, as we are dedicated to finding an immediate resolution.
The LTL Customer service Team
Not really impressed by this company
Not really impressed by this company. Placed an order 10 days ago. Got a confirmation of the order but nothing after that. Chased it yesterday. There was no apology, all they did was provide a tracking number, which showed the item still hadn’t been posted. Very poor. I won’t be using this company again. Never 👎 1 time order from them and last time 👎👎 👎 very bad experience 👎👎👎👎 don’t buy anything from them
8 February 2025
Unprompted review
I won’t be using LTL again.
Not really impressed by this company. Placed an order 10 days ago. Got a confirmation of the order but nothing after that. Chased it yesterday. There was no apology, all they did was provide a tracking number, which showed the item still hadn’t been posted. Very poor. I won’t be using this company again.
29 January 2025
Unprompted review
Excellent can't fault them.
First time buying from this company. Great price. Seamless - from ordering to delivery. Up to date emails from ordering, to despatched and when would be delivered. Ordered late Monday night and arrived Thursday on a standard service (delivered by Royal mail)
6 February 2025
Unprompted review
Reply from The LTL Shop
Thank you for your wonderful review! We're delighted that your first experience with us was so positive.
We take pride in providing great prices, seamless ordering, and keeping our customers informed every step of the way.
Your feedback about our email updates and efficient delivery is exactly what we aim to achieve for every customer.
We appreciate you taking the time to share your experience and hope to continue meeting your expectations in future purchases.
The LTL Customer service Team
Stay away from this website
Stay away from this website! They have no commitment to deliveries or customers. I haven’t received my products, and they don’t even bother to respond or give me an update.
25 January 2025
Unprompted review
Have paid c£60 for products which…
Have paid c£60 for products which haven’t arrived. Emailed but no response received. As per other reviews, buy elsewhere
2 February 2025
Unprompted review
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