Hourglass CosmeticsReviews of hourglasscosmetics.com

I regret ordering directly from Hourglass. My order has been stuck for nearly 3 weeks. Hourglass says it shipped, but Purolator still only shows that a shipping label was created, with no indication that the package was ever handed over to them. Customer service initially told me to wait a few more business days. That time passed, I followed up again, and again, and being ignored. At this point, I have paid for an order I have not received, Hourglass has not provided proof that the carrier ever received it, and I still have no resolution. I am now documenting the full timeline and preparing to dispute. For a premium brand, this level of fulfillment and customer service is unacceptable. I should not have to chase a company repeatedly just to find out where an order I already paid for is.

I placed my order for the Holiday palette and the brush on September 08th which is 17 days ago now and I paid for express courrier service which is an extra €6. I have been contacting them since September 16 and they send me the same message that due to nationwide shipping volume, I should expect a delay in receiving my products. They haven't even shipped the package yet. I called DHL EXPRESS and they told me that Hourglass just created a label but hasn't given them the parcel yet. It's mind-boggling that we have to wait almost a month to get our products. I don't know what happened this year. At this point, I prefer a refund and frankly I will not reorder from them. They have no customer service number or chat, just email. Lousy way to treat customers. I will stick to European brands from now on.

I'm waiting for 10 days, I still not received my package and no reply of customers service

Very disappointing customer service and communication I placed my order on September 11, and as of September 23, it still has not been shipped. I contacted customer service specifically to ask when my order would actually be dispatched, but instead I received a generic response that did not answer my question. I followed up, but received no further response. I understand that delays can happen, but what is most disappointing is the lack of clear communication. I was simply asking for an actual update on when my order would be handed over to the carrier. Providing a generic shipping policy instead of answering the customer’s specific question, and then not responding at all, is very frustrating. I expected much better customer service from Hourglass.

Zelfs 1 ster is dit bedrijf niet waard. Heb 2 weken geleden alle 3 de palettes besteld..nog niks ontvangen. Je kan niemand benaderen...als terugkoppeling krijg je een standaard robotmail....zal nooit maar dan ook nooit meer bij hourglass bestellen....leg je rond de 330 euro neer...geen 1 cent zijn jullie waard

This has been one of the worst customer service experiences of my life, honestly on par with buying goods from a sketchy street market corner. As a loyal fan of Hourglass, I was incredibly excited for their new launch and ordered the limited-edition Ambient Lighting Edit - Unlocked - Wish palette on day one. I paid the full international retail price of 860 DKK (~$130). Just 5 days later, the price on their official website dropped to 655 DKK for my region. That is a massive $30 (205 DKK) difference right after the launch! This was clearly a technical pricing mistake or a currency glitch on their website, as there were no active sales running. Yet, instead of taking responsibility for their own corporate error, they are forcing the customer to bear the consequences. When I contacted customer care to ask for a simple price adjustment, or even a flexible alternative like a store credit/promo code for a future purchase, I was completely brushed off. They hid behind their third-party system restrictions (Global-E) and basically told me: 'If you don't like it, pay for international return shipping, lose your non-refundable taxes/duties, wait 3 weeks, and re-order.'For a high-end luxury brand that charges premium prices, this level of rigid bureaucracy and total lack of customer appreciation is embarrassing. They clearly do not care about their international and European community at all.I am keeping the product because they left me no choice and I don't want to wait another month, but this corporate greed and 'flea-market' support left a terrible taste in my mouth. Never ordering from their official website again. International customers, beware! Update: When I posted about this issue on their official Instagram, Hourglass instantly shadowbanned/hid my comment so other customers couldn't see the truth. They are actively trying to hide their mistakes instead of fixing them

The worst company ever you get robotic answers no real person to speak to plus order says awaiting to be recieved . ??? Placed an order on Tuesday morning day it launched and till now no proof dispatch ! I contacted Royal Mail who confirmed they only bought a shipping label and have not got the package ! What a joke of a company . UK0146439

I am very disappointed with Hourglass customer service and the way my order has been handled. I placed an order with Hourglass using a cargo forwarding address in the United States. I was not aware that Hourglass does not deliver to cargo/forwarding addresses. The company itself noticed that the address was a cargo address and contacted me, saying that the order would most likely need to be cancelled. However, since yesterday, they have still not cancelled my order. I asked them to cancel it themselves, but they told me that they cannot cancel the order and that I would have to receive the package myself, put a return label on it, and send it back. The problem is that I am physically not located in the United States. This is a cargo forwarding address that I provided specifically because I am outside the US. I also have not even received a tracking number yet, so I asked them not to ship the order and to cancel it instead. Alternatively, if they are unable to cancel the order, I asked them to simply ship it to the cargo address as originally provided so that I can receive it through the cargo company. Unfortunately, all I receive from customer service are generic, copy-and-paste responses that do not actually address my situation or provide a solution. I find this extremely frustrating and disappointing. Order number W0866705