Space NK Reviews 9,992

Called customer service with about a product that I had a problem with it was sorted in a timely and efficent manner by Nikki, who was very helpful and fixed the issue in no time!

Worst experience I’ve ever had.

Placed an order in store 2 weeks ago and was told I would receive it next day. Never turned up.

Contacted customer service, and every response clearly generic/templated so no real help or advice. Just the same information that can be found on their help pages. On top of that one email they are saying it’s been picked and is ready for dispatch, the next one it’s still being picked and processed.

Not allowing to cancel or refund the order and have stopped providing updates. So I’m out of pocket with no product in sight! The information of the apparent delays are no longer on the website so what’s the hold up now??

First order I’ve placed and I definitely won’t be placing another!

Sarah was absolutely wonderful when I called customer services today, she went out of her way to help me and for that I’m very grateful. A perfect example of why I always use Space NK. Thank you Sarah

Personally, the product is exactly what I needed as I switched to non-aluminium deodorant. It neutralised the bacteria that makes you smell and it lasts long into the second day with only a small amount used. I’d like to compliment their fast delivery time and excellent customer service. A free gift was missing from my order and once I reached out, Sarah Louise got back to me very quickly and sent an order out without any issues or hesitation. Great company!

Ordered from Space NK over two weeks ago and my order still hasn’t been dispatched.

Customer service have repeatedly provided generic responses, blaming delays at their warehouse, but have been unable to give a dispatch date or any meaningful update. What’s even more frustrating is that they are refusing to cancel the order despite it not having been sent.

I understand delays can happen, but the lack of communication, accountability and flexibility has been extremely disappointing. Customers shouldn’t be left waiting indefinitely with no clear resolution.

Sadly, this experience has put me off ordering from Space NK again.

This is purely from my online ordering experience - in store is often great!

I've had issues with my last 3 orders from Space NK, first one went missing and after multiple emails with 'Chloe' spanning a week it was re-ordered and issued (still not next day delivery, no goodwill gesture and no refund of delivery charge).

More recently I've placed two orders, one of which was over a week ago and the second this weekend. Both for next day delivery and both have not been despatched. The email I've received is that they are moving warehouse? No indication of this on the Space NK website at all??? No update on when it will be sent out and they can't give a timeframe. So I have no idea if or when I will receive my order. Absolutely terrible service from a brand that markets themselves as premium. Avoid online orders at all costs!

Would give Space NK 0 stars if I could! Ordered a product that I had been using religiously with enough time before our wedding day (with delivery stating 3-5 working days) over 2 weeks later and the product has not even been dispatched! There was no information at point of order about delays etc and the wesbite was not updated until the 18th May! (Ordered the 15th) I ended up having to buy somewhere else, spending more money that I could have done without before our wedding! The customer service is absolutely disgusting - refusing to cancel and refund! I know I amongst many others here but this really is awful! I have raised a dispute but that relies on Space NK responding which I am not hopeful for!
Surely this is not legal?!!

Awful. Ordered for standard delivery 3-5 days, it took 8 days to get 1 item and it’s been 14 days now and I don’t have the rest of my order. I spent 45 minutes on hold earlier for them to tell me they can’t refund me and they can’t tell me when I will receive the other item. For a website which claims to be luxury the experience has been anything but, this was my first order with space nk and it will be my last.

Lucy was a gem, prompt response and helped me regarding my package. Many thanks!

I visited the Leicester store over the weekend, I already had an idea of a few products that I was interested in but wanted to be colour matched. I spent about 20 mins in store looking for items, not a single member of staff acknowledged me or asked if I needed help. 2 staff members having a full blown conversation about how much pints costed on a recent holiday. In the end I left the store without making any purchases and probably would not go back again.

Really great experience with Space NK great customer service by Sarah who went above and beyond to sort my issue out ! Thank you!

Marc couldn't have been more helpful ☺️
I had a missing parcel and he had no hesitation in helping me and arranging a replacement- Amazing customer service from Marc and Space NK 🩷

They are friendly, clear and kind when responding to my questions.

Placed an order one month ago, stated that it would arrive in 2-5 days, emailed many times as I never received a dispatch email or tracking. I received a generic email response saying ‘sorry please bare with us’. Called after two weeks to be told they have no idea what happened but they will send it out again, one month later and I haven’t even received a tracking number and there’s no option to cancel and get my money back. Staff are unhelpful, just say to wait, no excuse so delay and no compensation. Do not order from this company.

I am very disappointed with my experience. I ordered Fiona Franchimon hair clips from the Harrogate store and was not informed of any potential delays at the time of purchase.
Two weeks later, I am still waiting for my order. When I contacted both customer service and the store, I was only then told that there are warehouse issues causing delays. Had I been made aware of this when placing my order, I could have made an informed decision.
What is most frustrating is the lack of communication and apparent lack of concern from customer service. Rather than proactively updating customers, I had to chase for information myself. The whole experience has been poor and disappointing, and the level of customer service has fallen well below expectations.

Pathetic pathetic pathetic service. Placed an order on 13th May and have still not received part of my order. We are now almost in June. Have chased multiple times and I get the same generic reply saying it will be dispatched soon. Asked for a refund and was told this is not possible even though my order has not been dispatched? First time ordering from them and will never order again.

I order a lot from SpaceNK but I placed 2 orders 10 working days ago which were meant to arrive within 3-5 working days. One item still hadn’t been dispatched and one item that I paid full price for arrived today and with a large 40% off sticker on it. Not impressed

after hearing so many positive reviews, and unfortunately it will probably be my last.

I placed an online order for click-and-collect, which stated delivery would take 3–5 working days. The order ended up taking over a week, which was already disappointing, but I was willing to overlook it as delays can happen.

The real issue came when I travelled to the Canary Wharf store to collect my order. When I opened the package, one of the products I had ordered was missing. The store staff informed me there was nothing they could do, so I contacted customer services. Rather than receiving a genuine apology or a practical solution, I was simply told I could reorder the missing item and wait another 3–5 working days.

This completely defeats the purpose. I specifically ordered these products because I am travelling soon and wanted them in time to help with ongoing skin issues. I had already waited longer than the advertised delivery timeframe, only to be told I needed to start the process all over again.

The lack of accountability and customer care was extremely frustrating. In the end, I cancelled the missing item because there was no point waiting even longer.

My advice: if the product isn’t available in-store, think twice before ordering online. Based on my experience, the convenience simply wasn’t there.
Don’t bother ordering online useless

I made a purchase almost two weeks ago. Delivery is usually prompt so I got in touch to ask what the delay was. I was told there were issues with the warehouse and all orders were delayed.
I then received an email from shipping company DHL informing me that my parcel was being held due to customs charges and that I had to pay €110 directly to DHL in order to receive my items. I contacted Space NK customer service to inform them of the situation. Space NK thought it was appropriate to ask me as the customer to cover these charges!! I refused as this is outside the remit if my responsibilities as the customer and Space NK should have robust arrangements in place regarding customs charges.
I have emailed repeatedly looking to have my complaint escalated however response time is painfully slow. As it stands I am without the items i ordered (most of which were a birthday gift) and I am over €400 out of pocket. Space NK have merely suggested that I wait for DHL to return the item and for me to WAIT for a refund.
Bottom line- they do not care! save yourself the hassle of doing business with space NK. Give your business to other beauty retailers like look fantastic or cult beauty as they have cheaper prices anyway.
In the meantime I will have to raise a fraud claim with my bank as effectively I have had €400 taken and no products deleivered.
Space NK are not concerned about their customers or their reputation!

I bought some stuff from the shop. I accidentally bought it from Lithuanian shop. I wrote customer support that i mixed up countries and if its possible to change it. After somewhat 24 hours I was told to contact international support, they should help. I did contact them. Over 100hours since, no one writes back, there is no possibility of tracking. I know its probably not a scam (not fully convinced its not) but just save yourself some time instead of dealing with this shop, its not worth it.