florencebymills.com Reviews
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2.1 / 5
Average user rating
75
Total reviews
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florencebymills.com Reviews
Read real experiences from customers of florencebymills.com.
Brands may not incentivize or pay to hide reviews.
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Mireia Mateu González
January 21, 2026
Extremely poor customer service, refused to cancel my order
I placed an order on this website and received no updates about the shipment for almost two weeks. During that time, I did receive several promotional emails, but no information about my order, which was very frustrating.I eventually contacted customer service myself to ask for an update and request a cancellation due to the lack of communication. Coincidentally, that same day they replied saying they were “verifying my address” to proceed with shipping, which made me trust the website even less. The way customer service handled the situation was poor and uncomfortable, and they refused to cancel the order, shifting the blame to the distribution company instead of taking responsibility.The order was eventually shipped. However, after receiving an email saying the package was ready for pickup, I went to collect it and was told it had not arrived yet. It's been over a month at this point and I haven't received the package yet.Overall, a very disappointing experience and extremely poor customer service. I would not recommend this store.
Alice
June 20, 2025
Order never received
I pre ordered their coffee concentrate in August last year and never received it or had an updates about it despite the fact they’ve charged me for it. I emailed customer service and the email just bounced back.
Sixx
June 17, 2025
got a lip butter from ulta
got a lip butter from ulta. they won't post my negative review, i got an email where i was basically accused of lying but they would 'send me a replacement' anyway. i don't want a replacement, i want you to post honest reviews of your products and not call people liars after they spent FIFTEEN DOLLARS on a lip butter that came melted and tell me mine must have been a 'manufacturers issue' because 'no one else complained'. the 6 reviews on this butter being the only ones posted are suspicious because what other reviews are you not posting and why are you blaming customers for YOUR issue and implying we're liars? maybe your product needs work. i opened it less than FIVE MINUTES after i left ulta and it leaked out. i threw it away. absolutely abhorrent. unfollowed their pages and millie's page as well.
Ellie steers
June 2, 2025
DO NOT USE Florence By Mills Coffee…
Ordered from Florence By Mills Coffee on the 10th May. No email confirmation received. It is the 2nd June, I have tried contacting 4 separate email address listed for this company, they all bounce back. Money taken and no goods received, no correspondence received from the company despite numerous efforts.
Elizabeth Kelsey
May 14, 2025
poor customer service
I've ordered from Florence by Mills ( both from their website as well as on Amazon) several times now. My purchases have ranged from coffee ( which I really enjoyed) to lip gloss to clothing.The last purchase I made was from their website and was for two sets of the chunky flannel outfits ( long sleeve top and pants). The order must have been delivered to the wrong house as on the tracking it was marked as delivered but we didn't get it.I reached out to customer support to let them know and was surprised in how they handled the issue. Instead of telling me something like to wait a few days to see if it ends up getting re-delivered and to get back in touch if it does ( to get a refund or replacement shipped out), the person told me they would submit an inquiry to the shipping service and would get back to me in 14 days with what they said. She never got back to me.The other issue is that the tone of the customer service person's messages at one point seemed almost passive aggressive. I wasn't sure when I had sent her a response if the message had gotten sent so I wrote her asking if she had seen it, not to pester her but to find out if it hadn't gotten submitted, and she seemed perturbed. I may be wrong as it can be hard to tell a person's tone by writing, but it did seem that way.In summary, I never an update regarding my lost purchase from customer support nor did I get a refund. I get it's not Florence's fault my package gets lost but this sometimes happens, and as a company, they need to be able to handle it appropriately and make the customer happy so they will trust them and return to purchase again. This whole situation has deterred me from ordering in the future and if I ever do, it will probably be via Amazon so I with then know their customer support and shipping will be better.
Flo
March 17, 2025
Awful customer service - poor product performance
I ordered $100 worth of products direct from their web site: Look Alive Brightening Eye Cream, On Your Mark Dot & Line Dual-Ended Liquid Eyeliner, What's My Line? Longwear Eyeliner - Black, Claw Hair Clip Set, Glow All About It, Flo Stickers - Wonderland, Mills Golden Sparkle Bag, Plump to It! Hydrating Facial Moisturizer Sample, See Ya Later! Bi-Phase Eye Makeup Remover. The What's My Line? Longwear Eyeliner came busted and I immediately informed customer service. They asked me to send a picture. I did. They wanted another with the lot number and gave me bad information on where to find it. Is ent another pic of what they requested and they asked for another - which I emailed with what a believed was the lot number and then... nothing. I sent a follow-up email almost a week later. No reply. And I traveled with the Mills Golden Sparkle Bag overnight on 3-15-25 and the zipper broke after one use!
adeline
February 23, 2025
The coffee I pre-ordered does not exist anymore
I ordered some concentrate coffee on pre-order back in September. No news about a release date since. Emails are not being replied to. It has been 5 months. The coffee does not even show on the website anymore. That's £40 wasted. Can't get a refund as no one is replying to me.
Bianca
January 29, 2025
Terrible shipping waiting time and customer service
I placed an order for their fashion line first week of the month, which was shipped on the 5th. They charged me the only shipping option (10-12 days estimate) they had, which was $12. It is currently January 29th and no one knows where my package is. Customer service suggests I wait another 14 days as they file a claim with FedEx to find out where is my package. Never had such a distasteful experience with an online purchase.UPDATE: It's February 12, no update on the package. Had to ask for a refund.
Kat
November 30, 2024
Website isn’t up front about delivery times…
Website isn’t up front about delivery times. I ordered 9(!) days ago and the order sits there unfulfilled. I can understand the shipping itself taking a little longer since it’s coming from the US- but for an order to just sit there for 9 days?! Like what are you doing? It’s 2024 let’s sort this out mmmkay.
Wahiba Ch
August 8, 2024
i love florence
the products are so good and is good for your skin
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