Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/21/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally express my dissatisfaction regarding my recent order. The tracking status shows that my package has been delivered, but I never received it. When I contacted customer service, I was told that because my address is a hotel, you are unable to provide further assistance.I cannot accept this response. What is wrong with a hotel address? If my order could be placed successfully, why was I not informed at checkout that deliveries to hotels would not be your responsibility? This response is completely unacceptable.Despite multiple attempts to resolve this issue, I have received the same reply each time. I demand a refund. It is unreasonable for me to have paid for an order and received nothing in return. Please address this matter seriously and provide a resolution immediately.Sincerely,

  Business Response

  Date: 03/25/2025

  We appreciate the customer reaching out to our team via ********************. When reviewing the details regarding the order, tracking indicates the package was delivered via USPS  at 11:27 am on March 5, 2025 in ********************. Rhode is not responsible for orders that result in potential misplacement by hotel staff or theft after a successful delivery has been confirmed. Having said this, we have since reached out to the customer to offer a resolution and consider this matter resolved.

• Initial Complaint

  Date:03/13/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 5th 2025: i paid for lip tints from Rhode and used a forwarding service because they dont ship to my country March 11th: they arrive to freight address, i ship them immediately to my country March 13th: the package arrives to my home, but they didnt send me what i paid for. they sent two completely different tint. i ordered two of the limited edition sugar cookie lip tints and they sent me an espresso lip tint and a raspberry jelly lip tint. i contacted them because they got the order wrong in their warehouse. they reply by saying that they cant issue a refund because i used a forwarding service. my problem is that they sold me items i didnt buy and are refusing to refund me because it violates their terms and services, but their terms and services are not in compliance with american federal law.

  Business Response

  Date: 03/14/2025

  Per our terms of service: We do not support the use of freight forwarders. If you choose to place an order using a freight forwarder or third party international shipping service for packages to arrive to a country where we currently do not ship, we cannot guarantee any goods in your order will arrive properly, on time, or without potential damage. Additionally, we cannot accept returns or offer refunds for any items delivering to a freight forwarder or shipment locations other than our approved list of destinations.

  As a one time courtesy, we've refunded of the customer's order. They'll receive a refund notification by email. Please allow approximately 5-10 business days for credit card refunds to process, depending on the bank or card's policy. It will be refunded to their original form of payment.

  For future issues, we cannot guarantee assistance if you are using a freight forwarder or third-party international shipping service to have your packages delivered.

• Initial Complaint

  Date:03/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im filing complaint because I accidentally used one of rhode orders (total 5 order and I dont know which orders return label I used). So Id like ********************** warehouse to look into it and return my box Hello rhode Im reaching out regarding urgent matter Among this order return there was 1 box i returned by mistake and I think I used rhode Return label to return package that was meant to be sent to other person Please check with warehouse and let me know asap Its one of these orders and I used one of these orders return label with wrong box One of the below 5 order return label was used to return the big box by mistake (Its a big brown box ) if found please return it to **** *** ***************************************** ******* ******* ******* ******* *******

  Business Response

  Date: 03/13/2025

  We have reviewed the customers request and ask that ******************** remove this complaint from our account as this is a customer error that theyve expressly communicated. We will attempt to locate the incorrectly returned package with our DC and return to the customer at our earliest convenience. The customer has been refunded their orders and consider this matter resolved and their complaint invalid. 

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23047775
  
  I am rejecting this response because:
  Hello Id like **********************  to contact me directly but when I emailed their customer service numerous times And over their Instagram they havent responded to me at all 
  Sincerely,
  
  **** ***

  Business Response

  Date: 03/24/2025

  We have followed up with the consumer asking for more information regarding the contents of the incorrectly returned products as well as the tracking number that it was returned on so that we can relay this information with our warehouse team. We will do our best to retrieve the package, unfortunately, we cannot guarantee that well be able to locate the package without further information. 

• Initial Complaint

  Date:03/07/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received the Rhode Peptide Lip tint for Christmas and started using shortly after that. However, I noticed that after 3 weeks of using, the lip tint has an extremely bad odor (smells like wet mold). As a result, I reached out to Rhode hoping to get a resolution. Here is how it went:First reply from Rhode: We can't help you until you need to provide the confirmation number. Second reply from Rhode: You need to be the person who ordered it for us to help you resolve it.Since then I have not had a response. They've followed up twice now but now I'm being ghosted. Literally just looking for either a credit for a future purpose or a replacement.

  Business Response

  Date: 03/10/2025

  We appreciate the customer reaching out to our team via ********************. Part of our policy is verifying that a purchase was made through ******************************, our only sales channel, in order to assist with any order-related concerns. We apologize for the delay in response and are happy to inform that we were able to resolve their concerns. 

• Initial Complaint

  Date:02/27/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 2 peptide lip tints on July 25, 2024 from Rhode. After a few days of using them, they became really grainy and gritty. I emailed the customer service team and they said they would provide a refund. They approved the refund on August 17, 2024 and said it would be multiple business days. I emailed a month later on September 19, 2024 because I had not received a refund. They responded that it was approved on August 17, 2024 and I should have it within 10 business days. It is now February, 6 MONTHS later, and I still have not received anything refund or store credit. Everytime I email them, they tell me the same thing; that it was approved and its on the way. I spent $39.89 in total. I emailed them multiple times and they ignored me. I had to keep emailing them in order for them to respond.

  Business Response

  Date: 03/03/2025

  We appreciate the customer for reaching out to us via ********************. Weve connected with them directly and worked together to find a solution theyre happy with. We're appreciative of the customer's patience and we hope they come back to shop with us again. xo team rhode

  Customer Answer

  Date: 03/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ***

• Initial Complaint

  Date:02/20/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have emailed the Rhode skincare company 4 times. They send me a standard "getting back to you notice" and not to send any further emails.I feel that I am being ignored. I just want to return the items because they didn't work for **** am extremely disappointed and would not have expected to be treated this way.I thank you for your help with this matter.***** L. *******

  Business Response

  Date: 02/20/2025

  We appreciate the customer reaching out to ********************** via ********************. When reviewing their interaction with our team, we see that they requested to return an order on 2/12/25. Our customer service team responded promptly on 2/13/25 with returns instructions including the link to process a return. We're happy to share that we do see updates on 2/13/25 that the customer processed a return and received an email confirming that a refund was on their way. We ask that the customer allow 5 - 7 business days for the refund to reflect on their account. At this time, we consider the matter resolved. If the customer would like to reach out for any additional support, please contact us via ************************************ and our team will be happy to assist. 

  Customer Answer

  Date: 02/27/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:02/06/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was gifted the following items: Peptide Lip Treatments Tinted peptide lip in Ribbon and Toast pocket blush in sleepy girl.I have been a user of these for years so when I had the reaction I had I was shocked. The reaction came two days after my use of the new *********** face and lips got red and itchy and I had a horrible rash on my cheek. I had to go to the emergency room and get steroids and antihistamines and it was awful. The products were sent to the lab and they found bacteria that isnt supposed to be there as well as mold on the pocket blush. I tried contacting the business about this but they say since I dont have a receipt of the order they cant help. I told them the items were a gift. I have contacted a lawyer and I was advised to file a complaint with BBB and ask for Rhode to replace the products because all of them had to be discarded. If they refuse to do so I will be filing a product liability lawsuit.

  Business Response

  Date: 02/21/2025

  We appreciate the consumer reaching out to us via BBB. At rhode, we are committed to formulating products that are safe and gentle to ensure they hold up to rhodes high standards, and we take all feedback seriously. In order to review this matter, we ask that the customer provide the email address used to contact our customer service team as we do not have any record of communication with ****************************. Upon reaching out to them on this email, we received a hard bounce back, which could mean an invalid email address, a non-existent domain, or a blocked server. We encourage the customer to provide our team updated information so we can work to resolve their concerns. xo team rhode. 

• Initial Complaint

  Date:02/03/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My order number ******* has not been delivered. According to their website to contact them if 2 days after expected delivery is not received. I contacted them 4 days after I didnt receive and all they say is wait for another 3 business days making it a full 10 days and still refusing to give refund for an order that clearly has not been delivered, we all can see the tracking! I attached a photo that includes the tracking and that it has not delivered.

  Business Response

  Date: 02/03/2025

  We're sorry to see that the order has yet to arrive to the customer and appreciate their patience as we typically allow the carrier a few additional days to make another attempt. At this time, the customer has been refunded in full, as requested. Please allow 3-5 business days for your refund to fully process. If there is anything we can help you with please dont hesitate to let us know. - Team rhode
  
  
  

• Initial Complaint

  Date:01/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The lip gloss smells moldy and rotten

  Business Response

  Date: 01/28/2025

  We appreciate the customer reaching out to our team via ********************. We have reviewed the customers' request and have ser that we've responded and provided a solution on 1/24/25 and consider this matter resolved. If the customer has any additional concerns or questions, we kindly request that they reach out to our team directly at ************************************* Thank you.

• Initial Complaint

  Date:01/16/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for several products on 11/17/24. They were Christmas gifts for my daughter who was looking forward to receiving them. I received the package on 11/23/2024, which I then wrapped to save for Christmas. When my daughter opened the box, there were only 2 items in the box (Espresso Peptide Lip ************** ******************* neither of which was in the original order that I placed on 11/17/24. I emailed their customer support and explained the problem. I requested a replacement order. They responded back and refused to provide a replacement order for the correct items and refused to refund my money. They stated that the problem with the order was reported past their 30-day window for refunds & exchanges. I feel that this is unfair because the mistake was on their end, they sent me the wrong products, so this situation should not apply to their standard 30-day window for refund/exchanges. They should be respectful of their customers and value their business. At this point, I feel robbed of $132 and think that they should do the right thing and either send me the items that I originally ordered or refund my money.

  Business Response

  Date: 01/27/2025

  We appreciate the customer reaching out to ********************** on ********************. After further discussions with the customer, we were able to come to a solution and consider this matter resolved.