ComplaintsforJeffree Star Cosmetics, Inc

Cosmetic Manufacturers

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Initial Complaint
01/17/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have ordered things 10 days ago and it still has yet to ship. I have reached out over 3 times to customer service and have sent them DMs on instagram with no responses. This isnt cheap makeup so I am very disappointed with this situation to be honest.
Business response
01/29/2024
Order shipped and delivered to address indicated on the order:
**************************************************************************************************
Customer response
01/30/2024

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
06/01/2023
Complaint Type:
Delivery Issues
Status:
Unanswered
The business failed to respond to the dispute.
On May 13th 2023 I placed an order on jeffree star cosmetics website during a sale they were having for lip products. I ordered 7 different shades of liquid lipsticks, 3 lip masks and 6 lip balms. My order cost $140. On May 23rd I received notification that **** had delivered my package to inside my mailbox. I was home and immediately checked however my package was nowhere to be found. I waited a couple more days then contacted *** customer service. They informed me I had to file a claim with **** myself and get proof of the claim in order to receive a replacement or refund. After a week of dealing with bad customer service from ****, I finally had the things I needed for ***. I sent them everything, and received an email asking me to verify I wanted the replacement sent and to give my address. I replied and gave my address, triple checking that it was correct. I received a confirmation email shortly after, of my replacement being processed, however the *** customer service put in an incorrect address. An address I did not provide, have never used or seen before. I responded to that immediately, sending them screenshots of my email exchanges with their service team showing I provided my correct address and they put a different one. I urgently pleaded the address be fixed before the replacement package was shipped so that I'd actually receive the replacement. I live at ***********************************************************. The address they put was for ********************************************************* ********** with a different zip code. I have yet to receive any reply from *** after sending numerous frantic emails and customer service help ticket requests. I move to ***** June 26th and was relying on my package coming before then. Now the first package I ordered got misdelivered, and *** carelessly messed up my replacement so the replacement might not come before my move. I'm stuck trying to figure out if I'll have to contact the delivery service once it ships to try and fix this and end up paying for reroute
Initial Complaint
04/27/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I ordered four liquid blushes from jeffree star cosmetics through TikTok using a coupon. I ordered two Lavender Fame and two Delicious Diva. I got my package on the 20th and opened it up to find two Delicious Diva and two Never Subtle. I did not order Never Subtle. I contacted JS Cosmetics through tik Tok, PayPal and through their website. Tik Tok told me JS Cosmetics rejected the refund due to products were shipped by multiple packages which is not true it was one package and I have cameras outside my house to show that. Then I compared the receipt from what I purchased and Lavender Fame wasnt even on it just Never Subtle. It is incorrect and might have been a mistake in processing. Then when I proceeded with a claim with Tik Tok they were not clear and I kept getting mixed messages. I would like this settled as I have not received the correct order, I do not have multiple packages, and have not opened the Never Subtle because I did not order it.
Business response
05/09/2023
Reached out to customer via email.
Initial Complaint
03/08/2023
Complaint Type:
Order Issues
Status:
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.
Order: JSC7586730 I placed an order for 3 items, only two were received. The shipping box was not tampered with, it was 100% sealed with company logo shipping tape. I contacted customer service and received an email reply to send additional photos of received items and invoice when I had already sent invoice picture. The product was purchased as a birthday gift for someone and since it took 9 days from the date of purchase to receive, I immediately put what was delivered in a birthday gift and contacted cust-serv. Once I explained that I had already gift packaged (sent photo proof to customer service) the items and was only missing 1 (least expensive) item I was then ghosted. No reply, no offer to refund or replace said item. I have been a huge supporter and purchaser from Jeffree Star Cosm. for years; hundreds of dollars spentthis just ruined it for me. My first issue ever with them and have been ghosted. Very unprofessional. Its not the cost of the inexpensive item but the treatment received that bothers me. Yeah, the item was bought on sale but I deserve to receive my item or either get a refund.
Business response
03/27/2023
A replacement was sent on March 13, 2023.
Initial Complaint
02/14/2023
Complaint Type:
Delivery Issues
Status:
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.
On February 4th I placed an order with Jeffree Star Cosmetics after numerous calls and emails to the company I still have not received my order they will not answer the phone I have left numerous messages and emails they refuse to respond. their customer service is Horrid! They do not have any concern for customers at all. Jeffree Star needs to seriously take more interest in his company this is totally unacceptable. ************************* Product imageDescriptionQuantityPrice Secret Admirer Mystery Treat11$12.00 Valentines Mystery Treat11$6.00 Heartbreaker Hoodie ******* 1$55.00 Cost summary DescriptionPrice Subtotal$73.00 Shipping$13.99 Taxes$6.12 TotalUSD $93.11 02/04/2023 04:05PM#JSC7559416
Business response
03/09/2023
We canceled and refunded your order as you requested, please allow up to 3-5 business days for the refund to process! If you don't see your money returned, we recommend reaching out to your bank to clear up any possible issues. Let ** know if there's anything else we can do to assist you!
Customer response
03/21/2023

Complaint: 19403025

I am rejecting this response because:

Sincerely,

*************************
Business response
04/11/2023
The items were out of stock unfortunately, and a refund has been processed at this time.
Initial Complaint
01/09/2023
Complaint Type:
Product Issues
Status:
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.
I received my order, however, several products were missing and half the products I did receive were not what I ordered. I contacted customer service, and they told me to send pictures of the packaging, items, and involve. After sending the pictures, I was told it was my local courier's fault for possibly being tampered with, but the box was completely sealed when it was delivered to me, not left at the doorstep or outside.
Business response
01/23/2023
Our quality review team has reviewed your claim and at the current time, we are unable to process it. According to the tracking information the carrier has provided, they have scanned your package at a weight of **** LBS. Therefore when the parcel left our facility, it consisted of your complete order. In the event that you feel your package was tampered with, you will need to file a claim with the carrier. Let us know if you have any additional questions! Thank you for the support and shopping with Jeffree Star Cosmetics! '
Initial Complaint
09/07/2022
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased make up products from Jeffree Star Cosmetics and they were delivered at the end of august. One of my products came damaged. I reached out to the company and they sent me a **** tag to return it. I returned it the same day and tracked it till it was delivered. It was delivered on sept 1st. I never heard from the company. I reached out again, and nothing. It's now been almost week they have had my return and haven't sent me my replacement. I am filing this complaint since I can't get ahold of them and there is no way to talk to someone on the phone it's all through email.
Business response
10/05/2022
Business Response /* (1000, 8, 2022/09/28) */ A replacement was sent on September 9th and delivered on September 13th. Please see tracking number below: ****************************** Consumer Response /* (2000, 10, 2022/10/04) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Complaint
08/15/2022
Complaint Type:
Product Issues
Status:
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.
Jeffree Star Cosmetics order number JSC7245496, was bought on April 4th, 2022. The package tracking says delivered, but I never received the package. I tried to file a dispute with them and my bank for a refund, and my bank told me that because the package said delivered, JSC would not allow me to receive a refund. I paid $108.42 for an order I never received, and they are refusing to help me, and my bank's hands are tied. They are claiming the bank has the money and they don't have it to refund, but my bank confirmed that they do not TAKE money, all they can do is request a refund on my behalf, which they did, and they refused to accept. This has been going on for months,I just want a refund for the products I never got.
Business response
08/22/2022
The tracking on this order shows delivered. A chargeback was filed but unfortunately we are unable to process a refund until the bank responds.
Customer response
09/04/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
My bank informed me multiple times that the case with them had closed, meaning they have sent that over to you already. My bank also informed me that the only one who can refund me at this point, is you guys. I still want my refund. It's been MONTHS, please just refund me.
Customer response
09/04/2022
I have contacted my bank again, they are sending me a copy of the letter for the closed case, I will upload that once they send it to me. I also asked them to reach out to you again to let you know the case was closed.
I promise I just want my refund... $108 is a lot of money to spend on products I never got.
Business response
03/09/2023
The order was refunded on 9/22/22
Initial Complaint
08/03/2022
Complaint Type:
Product Issues
Status:
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.
I placed this order on July 22, 2022, I ordered 2 bundles and a skincare bag, and the candle was missing from the box. I have emailed them and their telling me that the weight is correct from when they shipped it and to file a claim with the shipping company but it's not the shipping companies fault they didn't add my candle to the box! I sent them the picture ** there's no where to put the candle in the box but they just don't care! I feel totally ripped off! I'm also disabled and don't receive benefits so I have to use PayPal pay in 4 to check out, so I'm paying on something I didn't receive my order number #JSC7337399
Business response
08/22/2022
Our quality review team has reviewed your claim and at the current time, we are unable to process it. According to the tracking information the carrier has provided, they have scanned your package at a weight of **** LBS. Therefore when the parcel left our facility, it consisted of your complete order. Thank you for the support and shopping with Jeffree Star Cosmetics!
Customer response
08/29/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I sent a picture to them showing that a candle I'm missing would not fit in the package and their ignoring every email or Instagram message I've been sending them , I'm attaching the photo, I had to use buy now pay later to purchase from there so I'm paying on a item I NEVER RECEIVED!!!
See Attachment/File: IMG_20220802_123343839.jpg
Business response
09/28/2022
Our quality review team has reviewed your claim and at the current time, we are unable to process it. According to the tracking information the carrier has provided, they have scanned your package at a weight of **** LBS. Therefore when the parcel left our facility, it consisted of your complete order. Thank you for the support and shopping with Jeffree Star Cosmetics!
Business response
10/13/2022
Our quality review team has reviewed your claim and at the current time, we are unable to process it. According to the tracking information the carrier has provided, they have scanned your package at a weight of **** LBS. Therefore when the parcel left our facility, it consisted of your complete order. Thank you for the support and shopping with Jeffree Star Cosmetics!
Customer response
10/19/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
If you notice they are giving a copy and pasted response, they are not giving a actual answer. They can't even admit someone made a mistake. They want me to file a claim with the shipper, when there was nothing wrong with the package!! JSC tape was still on the package and did NOT seemed to be tampered with!! They want me to blame someone else besides themselves which I've sent pictures that the candle would not fit in the package!!! I paid for something I never received. I'm disabled and have to use buy now pay later sites. And paid for this candle I never received. And their ignoring my emails and my messages on Instagram and have blocked me!! They just says their thieves!. I think it's his customer service team doing this not ******************** star himself. I don't believe he would act like a thief! I still have not taken anything out of the package and they won't take it back bc they want me to pay for the return and won't give me the credit for the candle I never received. So that still means I paid for something I NEVER received. That is a thief!! I want my candle or a refund period. I sent the picture proving it won't fit in this package!!
See Attachment/File: IMG_20220802_123343839.jpg
Business response
03/27/2023
We are not able to process the complaint at this time.
Initial Complaint
07/31/2022
Complaint Type:
Product Issues
Status:
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.
I purchased a mystery box in October 2021, and was charged ******, I NEVER RECEIVED box. I have been requesting a refund for since November 2021. The company requested that I do a police report, which I did, then requested I fill out a specific form for them for my refund, which I did. I the received numerous Emails and text messages stating that my refund has been processed.And yet still no refund, it has been 10 months, AND I WANT MY MONIES, AND I WANT IT NOW!!!!!
Business response
08/22/2022
Proof of the refund has been sent to the customer via email. If you have not received the funds, I suggest reaching out to your bank for assistance.
Customer response
08/29/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Have not received any info about refund, and bank (as of August 15, 2022), has not received any or any refund request or form or any number for refund. Ask them to either send again or refund directly to my account, ASAP

THANK YOU

******
Business response
01/23/2023
Proof of the refund has been sent to the customer via email. If you have not received the funds, I suggest reaching out to your bank for assistance.

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ComplaintsforJeffree Star Cosmetics, Inc

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