Hayley
Whilst the products are wonderful the…
Whilst the products are wonderful the customer service is absolutely awful. I had 2 orders, I returned both and one has been refunded the other still outstanding. I emailed to chase this up in the correct email chain relating to the order outstanding. They proceeded to reply with my other order number that had already been refunded - which may I add, had never been in this email chain. Highly frustrating as attention to detail doesn’t seem to be given to emails and it takes a very long time to receive a response. I would suggest customer service agents actually read the emails properly. My goods were delivered on 13th March, I’m still awaiting a refund and have had to email back correcting the “customer service” agent to actually look into this correctly and not add random order numbers to my emails.
Response from ILIA BeautyMar 27, 2026
Thank you for taking the time to share your feedback. We’re truly sorry to hear about your experience with our customer service and understand how frustrating this situation must have been for you. We sincerely apologize for the confusion caused and for the delay in resolving your issue. This is certainly not the level of service or attention to detail we aim to provide, and your comments will be shared with our team so we can improve moving forward. We’re glad to hear that you were ultimately able to receive your refund, even though it was processed through your bank, but we regret that it required additional effort on your part to reach that resolution. Thank you again for bringing this to our attention, and we appreciate your patience.