Cult Beauty review: Failure to deliver next day service & poor customer support

I am writing to make a formal complaint regarding both my order and the extremely poor customer service I have received.

Order Number: 765731965

I paid extra for Next Day Delivery, expecting my parcel to arrive on the promised date. Instead, I received an email from Evri confirming that my parcel had been delayed and would not be delivered until the following day. This means the service I paid for was not provided.

I contacted your customer service to request a refund for the Next Day Delivery charge, as I paid for a premium service that was not fulfilled. Unfortunately, after waiting almost three hours, I received only two generic responses, neither of which addressed my actual concern. Instead, I was repeatedly told to “allow more time for delivery,” despite me clearly explaining several times that my complaint was about receiving a refund for the failed Next Day Delivery service—not about the parcel itself.

I also noticed that my order status on your website showed “Delivered” while Evri’s tracking clearly stated that the parcel had not been delivered, which added further confusion.

I find it extremely disappointing that:

* I paid for a service that was not delivered.
* My concerns were repeatedly ignored.
* I spent almost three hours trying to get assistance without receiving a proper response.
* Customer service failed to address my actual request and instead sent automated or generic replies.

I therefore request:

1. A full refund of the Next Day Delivery charge.
2. An explanation as to why my complaint was ignored for almost three hours.
3. A review of the customer service I received, as it fell well below an acceptable standard.

As a regular customer, I expected much better from Cult Beauty. This experience has left me extremely disappointed and has affected my confidence in ordering from you again.

If this matter is not resolved promptly, I will have no option but to escalate my complaint further through the appropriate consumer channels.

I look forward to your prompt response.

Yours sincerely,

Vassi Staneva

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