HauteLook
Reviews and Complaints

Why does it look like Hautelook models mostly in their athletic section are positioned in a way that they now and then look like they are hanging? The women stand on their toes or wearing nude colored high heels, and their arms are literally limp from their sides and the picture doesn't show the face, so it looks like they are hanging. So weird!

I placed an order for an off the shoulder dress that included a picture. I had to wait over three weeks to receive the dress which I planned to take on vacation with me to Rome. The dress arrived and it was not the dress in the picture nor was it an off the shoulder but a cap sleeve dress. I called the customer service line and was told that the dress was no longer available. I tried to explain the issue with the picture and what I received and was told that I could return the dress to the post office or to the store. I asked about the image and was told I could return the dress if I did not want it. I tried the chat feature and was told that they would take it back and they were sorry that the dress was not the one in the picture. I took it to the store and the employee actually laughed at the difference in the dresses; and stated that it was nothing like they had pictured in the system. Quality control nor customer service was a concern of the store and all that I received in response was that they were following written policy; they would take it back but it was not there concern if the picture and description was completely wrong.

I purchased a Dream Weaver Nail Lacquer, style #20289. It wasn't cheap, but I thought that spending almost 20 dollars on that was worth it.
Maybe it was, but I will never find it out.
The problem is that they weren't able to deliver such a small item.
And I don't understand their reasons. In the email that they sent me, I found a tracking number that was false. I called them to get another one, but they said that the number that my order had was the only one and couldn't be changed. Great.
I really don't know what to do. I have been waiting for 4 stupid weeks for my nail lacquer to arrive. It's unbelievable!

Order a cole haan boots, it's supposed to be ship in 1-3 days, after a week still haven't received the product, we called, customer service said the shoes will are going to be ship the next day and will arrive in 3 days, 4 days later still haven't received the product, called the customer service and they admitted they don't understand what is going on, I have to wait 3days for them to find out about the status in the mean time they took my money 15 days ago. I demanded an answer even the lead customer service can't help me, she claims that they don have a system that can tell me if they even have the products on hand. And she doesn't have a fast way to get answers even though they took my money so fast when we placed the order. The company is a thief and in real life you can file a police report when someone did this to you.

Dear Sirs I have reached out 4 times now, to be told there is a 15 day wait for a reply regarding a DAMAGED ( smashed in transit) photo evidence sent. This is absurd, I have given the company a benefit of the doubt trying you again after my account was hacked Haute Look data breach) Sadly I have to say its the last time shopping ever. I still have no reply no refund or not even a replacement item. I am not returning broken crown jewels just a cheap primer spray!

Treat your customers with some respect and courtesy, read your online reviews they are terrible!

I do not envisage getting reply but thought I would try here as I have no other places within your company that can offer a glimpse of hope.

Thank you
1 of a zillion disgruntled customers.
Setting Spray - Order Number [protected][[protected]]

I have ordered 5 pairs of shoes from HauteLook website and it took a long time to get my order. When I opened the package I saw that two pairs were missing. I immediately contacted customer service and they promised they'll send out the missing items right away. Few weeks passed and I received another package which contained only one pair. I contacted HauteLook again and said that they were supposed to send me two pairs and they claimed they did, but in the package there was only one! They refused to believe me! Never received the last pair. Think twice before you order from this website!

Ordered some items from HauteLook and everything seemed fine, I paid and got a confirmation message that they received the money. Later they contacted me and told that my items were no longer in stock and offered me a refund. I was very disappointed since I really liked the items and in fact one of them was supposed to be a gift for my mother.
When I checked the site it still said that these items were available. HauteLook is totally unprofessional, they should update their site more often.

I buy a lot of items from Nordstrom, Nordstrom Rack, and HauteLook. I return items as well. It's such a hassle to receive the correct credit! I have lost so much money in the returns process. I return items with lables on them, the computer generated returns, and HauteLook does not credit me on all of the items.

When I try calling, there is a 15-30 minute wait time. Some girl with a super patronizing voice will act like she is trying to help but totally an act.

I have got to delete that HauteLook App from my phone! I've lost about $500 at least in credits. There is no way for them to track the boxes and what was in them.

They may say that I have been credited, however my credit card never reveals those credits.

I LOVE Nordstrom but this HauteLook has the worst service!

Stick with regular Nordstrom people!

I purchased two items from the HauteLook website when they had these really cool sales! After I paid I received a payment confirmation email and was told that it would take 7-14 business days. One month later I sent them a message asking about the status of my order. Only then was I informed that they were unable to fulfill my order. I wasted days fighting with them and then they finally refunded me. This company is totally unprofessional. They don't even know how many items are available before a sale begins. Never again!

I made my order over a month ago and received nothing. When I contacted HauteLook customer service they told that they cancelled my order because things I paid for were no more in stock! I made a really huge order and bought 15 items from them! My order was never shipped. Their reps were quite nice, until I asked for a refund. After that they stopped replying to my messages at all! I have never seen this kind of website before.

I purchased two items from the HauteLook website. I received the order confirmation email and was promised to get my things in 2-3 weeks. 4 weeks passed and nothing arrived so I decided to contact their customer service to see what was going on. I sent an email inquiring about the status of my order. Only then was I informed that things I ordered were no more in stock. They refused to give me a full refund and offered me a store credit. I received a partial refund. I'm very disappointed. In my opinion, it is a very poor business model to not have exact knowledge of how many items are available. Very poor service.

I have purchased several items from HauteLook. Things I received were great and I was very happy about my purchase. But one item was missing, so I contacted their customer service and asked about it. They said that item was out of stock and offered me two options. I could get a refund or wait few more weeks. I decided to wait, because I really wanted the product. Well, since then I heard nothing from them, no product and no refund. I have contacted customer service like many times now and never received a reply. I'm very disappointed and will never order anything from them again.

I made an order in early January. I bought 2 items (eyeshadow palette and a eyebrow pencil) from HauteLook. I checked the reviews and thought it must be a good company, but I was so wrong. It took them over a month to deliver my order, and I had to continually remind them to send me my product. Their customer service is extremely slow and unprofessional, it takes forever for them to reply. However, I received only one items which was eyebrow pencil. After waiting over a month, I was so disappointed. I contacted them and they promised to refund me. Well, I'm still waiting for my money and I'm not sure what to expect. Don't use HauteLook!

Who would have know that such a well known company have such a bad service and reputation. It is actually my fault that I never checked the reviews before I made an order. I made my ordered over a month ago and spent more than $150. After they charged my credit card I received a confirmation email. I had no idea what's going to happen. One months later I decided to contact HauteLook customer service because my order was never delivered. I emailed them many times and received only computer generated responses stating that they will contact me back later. I'm very disappointed, I spent $150 for nothing and have no idea how to get my money back.

I purchased some items three months ago and have not received my order yet. I've been in queue on their chat for up to 55 minutes only to be disconnected after all that waiting! I sent them many messages but they never replied! Every time I try to get in contact, they just ignore me. I don't know what do to get the items I paid for. When I place my order I received a confirmation email stating it would take two weeks my items to be delivered. It is now already three months since them! Where are my items? I tired to cancel my order, but every time I tried there was an error! But I was still charged the full amount. I want something! Give me my item or a refund! HauteLook, please stop ignoring me!

Haute look delivered my order to the wrong address, not even in the same city. I called and they said they would look into it and refund me the money and it would take between 3-6 weeks. That was in September. I can't get a hold of anyone now and no one calls back when you leave your number. I have tried 5 times. SO basically they stole my money? Who do you talk to about this? The customer has no recourse.

Ordered an Alexis Bittar necklace and received an ugly pair of clown pants.
Ordered a Rachel Roy black leather dress and receive an ugly polyester dress that is filthy,
worn, half tag ripped off and wrinkled.
Ordered a sweater, not yet made in China presumably, and they charge my card probably hoping that I would forget about it so they could keep the money.

Who the hell runs this place? Do they hire illiterates? Another return and another 10.00 credit.
The rest of the order has yet to arrive.
Response at Nordstrom Rack: This happens all the time.

Unable to reach ANYONE on phone line. Customer Service Rep was trying everything in her power to get receiving phone number or me transferred but she was limited to information she was able to access. If the Customer Service Rep, who is the front line to this HAautelook, Sub company of Nordstrom's, is limited to contact information internally, tell you what type of service they offer to the general public trying to place orders. Is Nordstroms even listening to their Customer complaints about this hokey joke Company representing them? And, I AM ONLY TRYING to schedule a receiving department to bring in a truckload of HOT freight they needed delivered, which we have been trying to schedule appt for nearly 2 weeks without 1 person contacting our Carrier back, either email or phone.

*******STAY AWAY***********STAY AWAY************STAY AWAY********STAY AWAY*******

Yes, they have good prices. But when add in the shipping charges plus the wait time (on average about a a month or so, why are we paying shipping?), then it just makes more sense to get it somewhere else. You'll get faster (guaranteed) and most likely at the same price after you paid Hautelook shipping + wait time, as most other places no longer charge shipping. When it comes to returns, well, that's a whole different issue on it's own. It takes the FOREVER to credit you the money back. Anyone else I shop with, it takes at most one week and you get your money back. With Huatlook, on average, it takes about one month, if you are lucky, it will take 3 weeks. Ridiculous. I've been deleting emails from them more and more often. Getting very disappointed and irritated with them!

I have been shopping on this site since 2011. Ever since mid-2013, the service has gone downhill and I would not shop there anymore. Orders placed are not received and rep has no insight into it. i waited 2 months one time and inquired every few weeks with a message that it was just received at the warehouse and then later to find out that it was never received and never will be due to stock shortage. My credit card has been charged at the point of order. a refund was later posted with loss in exchange rate.
Refunds I sent back were voided and said it was never received. When I inquire about it, they would tell me it was received and incorrectly voided and they will credit my account. This happened 3 times in a row. If you did not pay attention and follow-up, your money would have been lost.
I got escalated to a manager and her final message to me is i will relay to the right department and then she hung up on me on web chat. Her name was Elaine, i never had anyone hang up on me on Web Chat. usually ends with a "Is there anything else i can help you with?"