Hourglass Cosmetics Reviews

They made a major mistake with my order and I ended up paying a huge tax charge in Denmark even though the site clearly states all taxes are included. When I reached out about it, customer support just ignored the whole thing. Really frustrated because I used to order from them regularly and had recommended them to friends.

Total disaster from beginning to end. Run the other way! I ordered a highlighter and got it in pieces. Customer service took two weeks to even respond, then another month of back and forth trying to get my refund, which never actually happened. It was such a mess. Do yourself a favor and shop somewhere else. Not worth the frustration or the money.

The whole operation is just AI chatbots. You can't get real help no matter what you ask for. Pretty terrible situation all around.

I paid 90 pounds for an online order and got only samples delivered late. Plus their pricing is deceptive - they advertised products at 76 pounds but when you try to buy at that price it rings up as 86 pounds. That alone is sketchy. But sending someone their order without the actual products? That's shocking and way beyond just being unhappy about it.

Placed my order back in May and still haven't gotten it. I've contacted customer service several times and keep getting the same copy-paste responses about waiting 3-4 business days for a reply. It's been weeks with nothing real happening. You'd think a high-end beauty brand would do better than this. If you want actual customer service and dependable delivery, look elsewhere. Really let down and won't be ordering again.

Bought a product, it shipped, and now it's disappeared somewhere. I've been waiting 17 days with nothing. There's no one to actually talk to and nobody seems interested in helping. I've sent multiple emails and haven't heard back. The makeup quality is fine but the shipping department and customer support are a complete disaster.

Worst customer service I've experienced! My order never showed up. I contacted them several times about the express delivery I paid extra for but got nowhere. They'd take a week to reply each time and never actually looked into it. Over a month later they finally said the package probably got lost. Don't order from here unless you want major headaches.

I get zero communication about my package status. For a brand that positions itself as luxury, this is really disappointing and damages the whole reputation. What they need is someone actually managing the shipping and logistics to make it efficient and professional. Right now it feels like ordering from some cheap overseas knockoff site instead of a quality brand.

Would give zero stars if I could. My package has been sitting for a month and I have no idea where it is. It's been stuck on 'ready for shipment' for almost ten days now. Nobody from Hourglass will answer my emails and neither will Global-e. I spent about 100 euros and got nothing in return.