P Louise Avis 135

Pleased don't buy from this company if you are hoping for assistance when they get it wrong. We order a number of items including a bundle and when it arrived (admittedly in a nice box) there was a wrong item. We contacted them, they told us to send it back and as soon as it was shipped, they would send out the correct item. They haven't despite a number of emails to customer service. You are expected to then email another place (PLD Distribution - not mentioned in the T&C's or Returns) but the email address didn't work. Each time we contact customer service it takes at two days to get a reply and they keep saying contact PLD.
It looks like a great product but I'm afraid that as the customer, you are a hassle to them.

To say I am disappointed is an understatement, ordered a P Louise mini me full collection as an Xmas gift for my granddaughter, delivered on 6th December, once unpacked it was obvious that this had been returned by someone, checked all the items and the mascara was missing, emailed P Louise no response, emailed again no response, emailed a 3rd time no response, this is unacceptable customer service and such an easy fix, case is beautiful, I just want the mascara replacing can someone please help!
I will update this review daily
Order number PLS#2271116

Update…
2 days since I posted this review, another 2 emails sent to P Louise and still no reply.

Absolutely disgusting

Went to the plouise academy yesterday came over from turkey and booked as a surprise for my daughters wasn't impressed with how disorganised it was we booked thd Christmas experience and yes thd place looked thd part but it's not the be all and end all couldn't decorate a cookie as the small stall was constantly busy with a que
Got the brownie that was nice
We took my mum aged 75 who struggled to walk who was told by staff she couldn't sit down as all was booked up which wasn't the case very over rated poor customer service
Toilets absolutely rotten filthy wouldn't let my children use them
Thd only nice pleasant and helpful staff was a young girl who was on the santa letting writing bit her name was caitlin she had time for the adults and children and nothing was to much trouble for her what a outstanding part of the experience she was but all others I wouldn't waste my time or breath on

: Pity the customer service is so disappointing, placed an order on the official website over a month ago, it took weeks to arrive, was badly packaged, damaged and half the order missing, I have sent several emails over several days and they have all been ignored. Don’t bother ordering if you want in time for Christmas

Customer service is absolutely shocking all up their own hooters ! Think they're above every 1 . The empire is definitely not worth a visit . 15 pound Christmas experience and all we got was cookie designing. Absolutely crap wouldn't waste a journey

Lovely experience and the cat walk was amazing and faith was an angel.

Seven of us arrived on Sunday at 4pm for my daughter’s birthday. We had only been there maybe 20 minutes when my other daughter had taken not well. I was sitting in the car with her so everyone else in our group could enjoy themselves. My daughter was crying with pain one security guy and a girl who works at PLouise stopped at the car due to my daughter crying in pain. The security guy phoned for an ambulance and the girl spoke to my daughter while I was speaking to the nhs24. The staff had said we could all come back the next and I’m so thankful as my daughters who birthday it was has had the worst year and we had booked this to try and make her feel better. I cannot thank the staff at PLouise enough for allowing us to come and experience it all the next day. We had the time and got lots of bargains due to Black Friday, can’t wait till next time

We ordered a mystery box as a wrap for our granddaughter. It arrived fairly quickly, despite delays by royal mail. Upon opening the package we were shocked to see the paltry contents. I cannot believe the contents were allegedly worth over £60. Customer service were quick to respond to our concerns to basically say, you got what you ordered and the 'full price' of the five items = £63. They are sending a box though!!! ( Can't wait!) I would feel ashamed to give this as a Christmas present.
Parents/ grandparents be aware the mystery bundles are non returnable!! Is that even legal in the UK?
Customer service provided by Katie was very good.

Ordered 10/11/2025 only to arrive damaged I immediately contacted PLouise back to be told to send back for a new one be sent out. When ever I contact I get told it can be 14 days before they get back to me, luckily I didn’t buy for my daughter a week before Christmas otherwise she’d would be very unhappy.
Still NO communication therefore resulting in me having to make a claim with my bank.
The customer service is absolutely rubbish, don’t buy from here buy from Amazon as they offer better customer service.

Attended the Pinkmass event. Absolutely brilliant! My daughter loved it! So much to do ❤️

Georgia was absolutely amazing with my girls! Would defo come back. - brilliant place for kids

P.Louise use Amazon delivery as their their 3rd party shipping company. Unlike regular Amazon orders, they do not employ photographic evidence from the delivery driver that a package has been delivered (regular Amazon parcel delivery does).

When my P.Louise palette order didn't arrive to me in the U.S. I contacted them for a replacement or refund. I also requested a copy of the photo evidence to show the package was actually delivered to the mail room of my building.

After a bit of back and forth over email, all they could confirm was a basic digital docket that said "delivered" (no photo).

I let them know this was incorrect, nothing was delivered and that my building's mail room manager did not receive it either (we checked thoroughly together and waited a week to see if it was a false delivery and if it might arrive later. Nothing did).

Here's where things got bad:

Before replacing or refunding my item, P.Louise wanted me to make a sworn and legal declaration over email (that threatens that I would be prosecuted if I'm found not to have been honest ).

They did not supply any formal policy documentation or provide any definition of what they deem "honest" was. This would give them legal claim to interpret my "honesty" without rigor.

I was VERY uncomfortable with making such a declaration over email.

I believe it seems absolutely ridiculous to agree to such a threat that could be misinterpreted, when I noted to them in my emails that I was truly being honest.

As I reiterated to P.Louise, why the heck would I bother over a small order if I wasn't being truthful?!! I worked hard for that money, and I have nothing to show for my purchase.

P.louise refused this, and kept saying that I had to make that declaration over email before they could help.

We just went around in circles at that point. I noted to them again that I wasn't comfortable with their declaration.

Where things are at:

I feel this type of threatening approach with customers looking to get help from a business like P.Louise (the declaration) is extremely disingenuous.

After researching further online, they have a terrible reputation outside of the U.K. This is probably why international beauty influencers steer clear of discussing or repping the brand online.

My warning to you:

Unless you're prepared to have them loose your package, and you're okay with signing a threatening declaration on your honesty, do not support this company.

This is pasted quote from the email oath/declaration they wanted me to agree:

"I understand that by making a false statement could lead to prosecution.
I understand my details may be passed to our fraud prevention team for further investigation."

I haven't ordered anything yet but my experience is nothing but awful. I saw an unboxing of a 2024 advent calendar and was really impressed. Thought this would be the ideal company for a few Christmas presents. I signed up for the 15% discount giving my email and mobile details. I added a few things to the basket but deleted fairly quickly as I thought I will have a better look later. Since then I have been inundated with texts and emails chasing me to look again. I have been accused of Ghosting them and today I've "ditched them at the last hurdle". Maybe somebody finds this amusing but I feel it's like walking through a market on holiday when the sellers are in your face and follow you everywhere. I will be unsubscribing and sending STOP now as I'm completely overwhelmed.

Amazing staff all friendly and helpful. Food great quality too. Really enjoyed ourselves. Gabby the host was fabulous and really helped us at short notice. Thanks so much

We have visited for the first time. It was a Christmas experience that we attended all the staff were very friendly and welcoming & happy to help us with any questions. Staff extremely helpful and we paid extra for my daughter to build her own lip gloss which came with extra treats. This was fantastic adventure for my 11 year old who throughly enjoyed the experience xx

Fantastic experience, better than expected! Staff were great and played a massive part making it fun and fancy!

Make up bought for my daughter. Quick delivery and came in a beautiful looking box- perfect for gifting! Very impressed

Quick delivery and communication, contacted customer service for support and immediate response, issue was on my side not Plouise - this was over the weekend when most customer services are closed, very impressed, one happy granddaughter, thanks again

I ordered 6 x 30 pound mystery boxes for my 6 granddaughters which they had asked for on there Christmas lists last year but didn't manage to get them and that was my fault .so this year I thought I would order them for this year in plenty of time so I ordered them a few days ago .and 2 days later plouise delivered but not what I wanted they sent 2 boxes with everything all flung in between the 2 boxes .I emailed them and was told they all get sent in the one package box.I opened one of the boxes expecting to find individual mystery boxes after all if you ordered 6 x mystery boxes as on the picture saying mystery box but instead you find everything just flung in one box if i wanted a large box thats what I would have ordered and not paid nearly 160 pound for it contacted customer services waste of time they aren't interested so I will have 6 disappointed granddaughters this Christmas because plouise cant send the proper order that you have asked for in the first place so definitely would not rate this

Evie and Reece🐐🐐🐐🐐

The girls had so much fun 💕💕💕