Hourglass CosmeticsReviews of hourglasscosmetics.com

Commande de 100 € passée sur ce site et notée comme "livrée" le 5 mai, mais je n'ai absolument JAMAIS reçu mon colis. J'ai d'abord tenté de contacter gentiment le service client par mail : silence radio total, ils m'ont ignorée. J'ai dû ouvrir un litige PayPal pour obtenir une réponse, et là encore, aucune considération. La marque se contente de se cacher derrière un statut de livraison automatique sans chercher à savoir où sont passés mes 100 €. Aucun sens du commerce, aucun respect pour les clients honnêtes. C’est du vol pur et simple. Plus jamais je ne commanderai chez vous,fuyer! Suzanna Astre

I have just bought hourglass veil eye primer from Liberty and think the product is awful. It was like coating your eye in upvc glue. It’s so thick & difficult to remove. I love the hourglass veil primer & hourglass mineral primer but this eye primer I didn’t find the texture nice or easy to use. I shall be binning the rest it’s that bad & wished I’d saved my money!

Horrible. Ordered $700 worth of items for Christmas TWICE. One in nov, which ended up getting cancelled. Another in Dec which also ended up getting canceled. The emails are staffed with AI and the respond I got was, “ I understand your concern, and I want to clarify that while your bank did approve the transaction, your order W077223 was canceled due to our automated fraud prevention system. This system operates independently of bank approval and is designed to protect both customers and the company.”

placed an order with Hourglass back in November for over $600 because I needed it before Christmas. They canceled my order, didn’t send my products, and still haven’t refunded me. Customer service has shown zero urgency or concern for my time or my money. This is unacceptable for any brand, especially one that claims to be luxury.

⭐ 1 Star – Serious Product Defect & Failure to Uphold Consumer Rights I am submitting this review due to Hourglass’ ongoing failure to address a defective mascara purchased from their official Hourglass counter at Stansted Airport on 13th August 2025. The product (Instant Extensions Mascara) caused significant clumping and subsequent eyelash loss shortly after use. My daughter – a minor – raised her concerns with Hourglass in September, providing full details of the purchase. Despite this, she was repeatedly ignored, and her concerns were dismissed solely because she did not have a traditional receipt, even though the purchase location and date were clearly documented. This position is legally unsound. When an item is sold at an official Hourglass point of sale, the company remains responsible for ensuring the product is safe, fit for purpose, and free from defects. The refusal to engage with a legitimate product safety issue is entirely inconsistent with basic obligations under consumer protection law. To date, Hourglass has: • Failed to provide meaningful support to a minor. • Failed to acknowledge responsibility for a product sold under their own brand. • Failed to investigate a potential safety issue involving the eye area. • Provided contradictory or dismissive responses from multiple representatives. • Attempted to avoid liability by relying on technicalities around sales channels. This is extremely concerning behaviour for a premium cosmetics brand. Customer welfare and safety should take precedence over internal processes, yet that has not been the case here. Based on this experience, I cannot recommend Hourglass. Their handling of this matter has been unprofessional, legally questionable, and dismissive of a genuine safety concern.

DISASTER from start to finish – avoid like the plague! Ordered a simple highlighter, it arrived smashed to pieces. Waited two weeks just to get a response, then another four weeks still chasing a refund that never came. What an absolute shambles. Save yourself the hassle – don’t waste your time or money!

All staffed by AI bots. Can't get any help at all no matter how reasonable the request. terrible.

I ordered products online for 90 pounds and received only samples after the due date for which I had paid. They also advertised two products for 76 and when you choose that option, it is 86, which is misleading the customer as well. However, sending your order without your products is shocking and beyond any dissatisfaction.