February 2024 by TW JL
Terrible customer serviceI had a product I had issues with (was off when I opened it) from the SpaceNK advent calendar and wanted to see if I could have it exchanged to one that was usable. I went into the store where the manager was extremely rude. She told me in an unacceptable tone that the advent calendar was for December and how do I imagine she can do something about it now in the middle of February as it's past the 28-day returns period. The advent calendar is full of products and no way anyone would be able to use it all up within one month. I still have plenty of the products unopened as I am opening them only as I am starting to use them. Also, if the product is off at the point of opening when it's within it's use by date, I feel that returning it for a replacement is justified. She made me and my young daughter feel very awkward. I am definitely not going to return to the Richmond SpaceNK store.Subsequently, I called customer services who were very polite and helpful and remedied the issue by providing a credit on my account.
January 2024 by Klea Vlladi
I had such lovely customer service from Sherine and the assistant manager. I felt really comfortable and I appreciate their kindness during my time there. They gave me great recommendations. ?
January 2024 by Christie Teed
Really unhelpful. Wanted to return an unwanted gift was told she couldn?t give me a gift card and it was exchange only and at the current discount price not the price it was bought for. I know my consumer rights and the rights literally printed on the receipt in my hand. She wouldn?t even look at that or scan it? In the end I left and went to a different store the next day where it took them 2 seconds to process what I thought was a simple transaction
December 2023 by Zara Brindley
Just left the shop where the most foul customer service assistant shouted behind me saying 'how rude'. This is as a dared to ask if a mask advertised for £50 less yesterday (£450 retail price today) can be made available to me after the promotion ended, today. I attach the photo of the Rudest, most Foul customer service assistant that has ever lived. The one with the dark hair. What a terrible face of a most amazing brand. Despicable and should not be in her job. Head office also informed and I will be filing a formal complaint against this person.
December 2023 by Kathy Jaloussis
I visited the store in Richmond today which is my local store. My daughter had a tough week at school with lots on and I told her she could have my £5 reward voucher to get the Mario Badescu facial spray. I had previously become a member at the Clapham Junction store after purchasing some beauty products and received excellent customer service. Family also shop at Space NK at Clapham Junction and have reported helpful and friendly service. However my experience was very dissappointing in the Richmond branch. When I asked the sales assistant (tall, glasses and long brown hair) if she had the product and mentioned the reward, she said no. I asked if she had something similar for my daughter and she quite loudly told us there was nothing in the shop for £5. Other customers turned and looked at us. We found the product ourselves and at the counter, the other sales assistant served us (long dark wavy hair and freakles). She was very helpful and told us that there would have been extra products in the back or drawers. She gave us some samples and overall we really appreciated her helpful customer service. I would like her to be acknowledged for this. The way the other assistant left us feeling was like Julia Roberts on Pretty Women! This is not how you treat customers and not how you treat people in general.
December 2023 by Karen Yeadon
Another bad experience in this store. Non-welcoming manager. Told that non of the products are tested on animals which I know isn?t true. Terrible customer experience - best to shop online or elsewhere.
November 2023 by Sarah Gray
stalk you around the store with arrogant looks on their faces like they expect you are there to steal!
November 2023 by Nicki M
I am a huge fan of all things Hourglass and went to my local store (Richmond) to have a look for Christmas gifts. The store assistant, Xanthi persuaded me to have a look at their eyeshadow sticks. She was knowledgeable and very patient and I purchased a couple of them. They don?t crease and are beautiful to apply and have excellent staying power. The colours are just gorgeous and even I can apply them and I wasn?t as talented as her. I shall be buying more colours in the future .
November 2023 by Massy Dhd (Worldtraveller87)
Terrible service and support from shop assistants. Don?t know why the bother to be there if they stand around doing nothing and not selling! Surely they are incentivized on that!!!Every time I go in the same few people are standing around or trying products themselves. The simplistic questions I ask about products or stock are not really listened to - I was told what?s there is there.Also I?ve read the other reviews which are very similar to my experience. Why as a customer should we be expected to take the time to email you? Management (who are paid to do this) need to sort out their shop and staff themselves.
October 2023 by J C
Thanks Xanthi! I almost didn't go to this store due to reviews but then Xanthi asked if she could help. Lovely young lady found me the perfect base of makeup products (I hope they look good in the real light of day at home!!). She listened and responded perfectly. Very helpful and friendly and involved me in decision making. I would definitely recommend seeking her out x
September 2023 by Alice W
Meh experience - I went to the store looking for two specific products as the stock availability tool indicated that the branch had both of them in stock. When I arrived I couldn?t find the brand I was looking for so I asked the employee if they had it. She was very vague in her response, ?we have some things?. I told her the exact product that I wanted and she said ?I don?t think we have those yet?, even though the product came out about a month or two ago. Only after telling her that the website indicated that they had it in stock, she stopped whatever else she was doing and checked in the drawers. I actually had to be quite pushy for her to actually check whether they had the products which, by the way, they did have in stock. It is almost like she was reluctant to do her own jobs which is to sell, very bizarre. When I was paying I notices her tag, which said that she was the assistant manager. It is white telling that someone in that position is totally unaware of product launches/new product availability, especially when it comes to popular brands like Rare beauty. Overall, even though I got the product that I wanted, I felt like the employee was not very interested in helping me and she was quite dismissive. Will probably avoid in the future
July 2023 by Sabina Shah
Visited today with a friend in search for a concealer. Asked a young Asian assistant for help on colour matching who decided to make negative-comments in a condescending manner on the make up we had on - seems as if pointing out minor imperfections and giving insecurities is a new technique for selling products at SpaceNK.
June 2023 by Lucy F
I was planning on avoiding this shop due to the reviews.However, found myself on 20th May @approx 2:30pm desperate for last minute make up help- so trudged in looking somewhat dishelved. I'm so glad I went in.The shop assistant was not judging me on what I was wearing and couldn't be more helpful to get me minute make up for a wedding I was attending. She went over and above. Nothing was forced upon me with a hard sell and she continually to checked I was happy with her suggestions. I wish I remembered her name to say thank you!
May 2023 by Sonia Diaz
Not great customer service! I agree with the previous reviews on this issue, and they are all right! Some are from more than a year, but nothing seems to have changed!
March 2023 by Arvind Jay
Was looking to get a Tom Ford cologne but didn?t really like the fragrance once I tested the range. The sales assistant Anya was great in suggesting colognes and I left having purchased Acqua di Padma?s Colonia Club. Will definitely recommend this store and their staff! Cheers.
