ComplaintsforCity Beauty

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order on May 16th, order# ORD-095600960/CB8189674. By May 28th I still didn't have my order so I contacted support. I was told on May 29th, by ******************, they would be sending the item again, free of charge. I received a text saying I paid $44.89, although my email said differently. By June 7th I STILL didn't have my order so I contacted support again. The first agent said they would refund my card and to keep the item that's coming because it's "on its way". We got disconnected so I called right back. This time I got a different agent, ****, who now says they cannot refund my money and I keep the item. She told me that the post office said they "couldn't deliver it"!! Why did the first agent offer me a refund and tell me to keep the item that was "on its way" yet the 2nd agent says the items that were shipped were "returned to sender" because they "couldn't be delivered" and she can't do what the previous agent had offered (literally2 minutes prior) ?? I am beyond irritated that a company this big would rather lose a customer than to uphold what I was told by the first agent. **** said she couldn't get authorization to do that. That is just nonsense! I was previously a repeat customer, with no complaints, and after waiting a MONTH, never receiving my item AND being told two different things I feel I should have been given what the first agent offered, for the extreme inconvenience! The order was for my mother and they could have possibly had a new customer, but now they won't! I am extremely irritated and I will repeatedly tell anyone how my order was handled! I am so disappointed and really wish this company would stand by their word, without giving customers the runaround.

  

  Business response

  06/26/2024

  We wish  to extend our sincere apologies for the inconvenience you have experienced with your recent orders. Unfortunately, we are unable to resend the free of charge product a third time, as it has been returned to sender twice before. We understand how frustrating this must be, and we deeply regret any inconvenience this may have caused you. Please be assured that we have already processed your refund as of 6/10/2024.
  
  Thank you for your understanding and patience.
  Once again, we apologize for the inconvenience and appreciate your continued support.

• Initial Complaint

  03/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I ordered the offered Free Trial of City Beauty uplift firming serum. Looking at credit card charges I find I was charged sixty some dollars for it. I contacted them about it saying I wanted them to refund the charges. Please help

  

  Business response

  03/25/2024

  We sincerely apologize for any confusion regarding our Money Back Guarantee policy.
  At this time, City Beauty does not have any offers promoting a "Free Trial." However, we do stand by our products with a 60-Day Money Back Guarantee if they do not meet your satisfaction. This guarantee is detailed in the Terms and Conditions section of our website.
  We strive to address customer concerns promptly and are committed to finding a resolution for your complaint. As a gesture of goodwill, we have processed a full refund to the original form of payment. Please allow 3-5 business days for the refund to reflect in your account.
  Thank you for bringing this matter to our attention, and we appreciate your understanding and patience. If you have any further questions or require assistance, please do not hesitate to contact us.
  Thank you for your time and for choosing City Beauty.

  Customer response

  03/25/2024

   
  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,
  
  *******************************

  Customer response

  03/25/2024

   
  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

  03/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered City Lips lip gloss on 2/19/2024. Upon my first use of it, the skin on and around my lips became terribly red, it burned and even blistered. It is still healing. When I called the company to let them know about this, They just offered to refund my money and sent me a refund return label which I took to **** They didn't provide a pre-paid label so it would cost me as much to return it as it did to purchase it. How is that a legitimate return policy? It's a scam.

  

  Business response

  03/07/2024

  We are so sorry to hear you did not see the results you had hoped for. To honor our commitment to you and the money-back guarantee, we have processed a full refund for your order. The refund should reflect in your account within the next 3-5 business days. You do not need to return the product. Your feedback is invaluable to us, and we thank you for sharing your personal experience.

• Initial Complaint

  02/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Paid ***** for product and **** to ship tiny lipstick size tube! False advertising. Product did nothing as advertised! To get a refund I have to jump through hoops. I have to repackage item, go to post office, and pay additional for tracking in case it gets lost in mail. I am out the return shipping amount plus the $**** to have the product shipped to me. Company offered me a measly 30% refund. Outrageous. There is no place on their website that I can make a comment on their product. I should have known better.

  

  Business response

  02/07/2024

  We are so sorry to hear this did not make for a good fit and for any frustration caused while working with our **************** teams. Our Return Policy within the Terms and Conditions listed on our website does state the consumer's responsibility in return ************* can view this at ********************************************. We want to ensure our customer concerns are being heard so we have refunded you for the order in full as of today. Please allow 3-5 business days for that refund to reflect back to your account. Thank you for reaching out, have a great rest of your day!

• Initial Complaint

  01/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased 10 lip glosses during the thanksgiving weekend sale, 11/25/23. Online it stated they would be delivered in 2-7 business days from purchase. As of today, January 2nd, ****, I have only received 3 of the 10. Ive called 5 times now to be told each time they would be shipped by the 10th of December, the 13th of December, before Christmas (since I bought them as gifts), after Christmas and within 5 business days (most recently told this when I called to complain again 12/26 that I still havent been shipped 7. They know I havent, its not a question of delivery. They literally just havent shipped them. I literally paid $182.32 over 5 weeks ago for product I havent received that states it will be delivered within 2-7 business days. Order number *********. I would like these immediately shipped and I believe I should get a refund/discount for how long its taken and how many times Ive had to call and its still not resolved.

  

  Business response

  01/10/2024

  We wish to express our sincerest apologies for the unexpected delay in shipping your recent orders. Your dissatisfaction with our service is truly regrettable, and we understand the frustration this situation has caused.
  
  Based on shipping records through ***** the orders previously mentioned have been shipped and delivered:
  Order CB7784756 Shows "Delivered on front door/porch" 1/4/2023 at 2:53 P.M
  (4)City Beauty City Lips - ***** Kiss
  (1)City Beauty City Lips - ************
  (2)City Beauty City Lips - Crimson
  Order CB7784764 Shows "Delivered, parcel locker" 12/23/2023 at 2:31 PM
  (1)City Beauty City Lips - Nude
  Order CB7780772 Shows "Delivered, parcel locker" 12/19/2023 1:52 P.M.
  (2)City Beauty City Lips - Clear
  
  I want to assure you that we take your concerns seriously, and we are taking immediate steps to rectify the situation. To make amends for the inconvenience you've experienced, we have initiated a 60% refund of your entire order ($109.40).
  
  Please accept our heartfelt apologies once again. Your satisfaction is of utmost importance to us, and we are dedicated to ensuring that your future experiences with us reflect the service excellence we strive for.
  
  If there's anything further we can do to assist you or if you have any questions, please don't hesitate to contact us directly. Your feedback is invaluable and helps us improve our services for all our valued customers.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on 11/26/23. I cancelled my entire order today 12/17/23 and requested a full refund. I never received any updates by email or on my on-line account with ********************** regarding my order that I placed unless I called the City Beauty directly. Each time, I was told that there were a few items out of stock and were waiting for them to come back in stock. When asked, the associate on the phone could not tell me which items were or were not in stock and nor when the items would ship. They would not ship the items that were in stock until all items I ordered were in stock. The website should not claim items are in stock and lure customers to purchase items with discounts and not provide items within a reasonable amount of time. A month without reaching out to the customer regarding delays with their order is not acceptable. I should not have to continually reach out to find out the status of my order. It is very unprofessional and gives the appearance of dishonesty. This was my first order and will be my last. I usually like supporting small businesses, but on this occasion, I will pass.

  

  Business response

  12/19/2023

  We genuinely acknowledge your dissatisfaction with the responses given earlier, the issued refunds, and the product delay itself that prompted the refund request. We truly empathize with your situation and the frustration it may have caused. Please know that we've thoroughly reviewed your concerns, and the solution offered is the most viable resolution we can currently provide for your complaint. Your feedback is invaluable, and we remain committed to improving our service to ensure a more satisfying experience for you in the future.

• Initial Complaint

  12/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order placed end of November last day of cyber Monday promotion. Ordered 5 items with 40% off plus $40 off when spending over $200. Total was $172. Ordering after sale is $358. It is a $186 difference. The site wasn't working properly , I imagined it was bc if the sale and was busy. I tried removing 1 item and replacing with another and wasn't able to. Decided to order and emailed them immediately telling the issue and asked if it was possible to switch the 1 product. No big deal if it wasn't. Just thought I would ask. Instead of telling me it wasn't possible they decided to completely cancel my entire order!!!! I told them no, I wanted my order and never asked to cancel! They told me to reorder and now would cost me an extra $186 dollars. When I explained this issue and again told them I never asked to cancel my order, why would they do that, they completely ignored me. I am disgusted with the lack of customer service .

  

  Business response

  12/19/2023

  We wish to extend our sincerest apologies for the inconvenience caused by the cancellation and refund of your recent order. We understand the frustration and inconvenience this must have caused, and for that, we are truly sorry.
  
  We have taken immediate steps to rectify the situation. Your order has been reinstated today at no additional cost to you. We deeply value your patronage and want to express our gratitude for your patience and understanding throughout this matter.
  
  Your support means a lot to us, and we are committed to ensuring that such mishaps do not recur in the future. Should you have any further questions or concerns, please do not hesitate to reach out to us. We are here to assist you and make things right.
  
  Once again, we apologize for any inconvenience this may have caused. Thank you for your continued trust in us. We look forward to serving you and providing you with an exceptional experience in the future.

  Customer response

  12/21/2023

   
  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

  12/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order October 14,2023. It is now December 10,2023. I have not received my order. According to my account it has not been fulfilled. I have emailed support regarding the order and have not received a response.

  

  Business response

  12/21/2023

  We have initiated a full refund for the order amount to ensure that you're not inconvenienced by this error.

  However, we are committed to ensuring you receive the items you intended to purchase. To expedite this process, we kindly request your assistance in providing us with your current shipping address. With this information, we will promptly arrange for the shipment of your order at no additional cost to you.

  We sincerely apologize for any inconvenience this situation may have caused and appreciate your understanding and cooperation in resolving it.

  Thank you for your continued support and patience.
  
  

• Initial Complaint

  12/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The process of purchasing the product at the end was very confusing and I was charged for two extra tubes when I clearly clicked the button that said I did not want to purchase extra tubes. I was surprised to see that I ended up purchasing a total of three tubes. It is very confusing when trying to check out of their website.

  

  Business response

  12/12/2023

  I'm truly sorry for the frustration you experienced with our ordering process. Our discounted offers are intended to complement your original purchase, and I understand how this might have caused inconvenience. We deeply value our customers' concerns, and as a gesture of our commitment to your satisfaction, we've processed a full refund for the additional order today. It may take 3-5 Business Days for the refund to appear in your account. Thank you for getting in touch with us. Wishing you a fantastic day ahead!

• Initial Complaint

  12/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  See Attached Summary - 11/12/2023 Ordered 6 Lipgloss products for $112.38 / ALL In Stock per the website, except only 1 (Crimson Lip Gloss) (see note on their website in red) will ship No Later than this statement on their website when ordered on 11/12/2023: Important: City Lips Crimson is on backorder and will ship no later than 11/27/2023.11/14/23 I expected the other 5 to be shipped and delivered within their stated timeframe of 2-7 Business Days Delivered. However I wanted to clarify this, so I Contacted them on 11/14/23 and stated if the Crimson which is out of stock, will hold up my order; I would like to swap for something else, so I can get my order, and ensure someone would be home. I have not done business with this company, and it is very concerning to say the least. I feel like I have been scammed here. It appears they are dragging their feet deliberately. The same responses, yet different stock or not in stock. Their website still shows the items are IN Stock, even though they tell me differently by email. I keep getting emails advertising sales for the very product they state is Out of Stock. My Credit Card has already been charged for items that are Non Existent. I don't trust a company that does this, and deliberately stalls the order or pushes the timeline further out. They are misleading Customers by not reflecting Out Of Stock on their website. The 1 or 2 that do clearly state this has changed availability times as well, pushing it further out. I have received nothing; not 1 out of the 6 that I ordered. Clearly, per their website in RED, only the Crimson would be Delayed and ship no later than 11/27/2023. I have emailed and gotten responses from **************, ******************, and ****. What was an order of 6 -the 5 would be shipped out/delivered 2-7 Bus Days, turned into All out of Stock, then 4 out of stock, then 2, then 1, and Still Nothing has been delivered. The 1 out of stock Shipped no later than 11/27 per their website.

  

  Business response

  12/06/2023

  We understand the frustration and inconvenience this situation has caused you, and for that, we truly apologize. Please know that we have been diligently working to rectify this issue and expedite the process to get the product to you as soon as possible.
   We wanted to inform you that a full refund for your purchase has been processed today. You should expect to see the refund reflected in your account within 3-5 Business days.
  Once again, we apologize for any inconvenience or disappointment this situation may have caused. If there's anything else we can assist you with or if you have any further questions, please don't hesitate to reach out to our customer service team

  Customer response

  12/11/2023

   
  Complaint: 20953209
  
  I am rejecting this response because:  While I appreciate the Refund; what does it mean when you state the following:  "we have been diligently working to rectify this issue and expedite the process to get the product to you as soon as possible" 

  Furthermore, I bought these for gifts ON SALE - Buy one, get one free.  There is no longer that option, and this seems to be the reason for the issue to begin with.  How is one to assure this won't happen again?  I am very hesitant to try this again, and the sale won't be honored now either.  But, these were for Daughters gifts.

  
  Sincerely,
  
  *******************************

  

  Business response

  12/12/2023

  We genuinely acknowledge your dissatisfaction with the responses given earlier, the issued refunds, and the product itself that prompted the refund. We truly empathize with your situation and the frustration it may have caused. Please know that we've thoroughly reviewed your concerns, and the solution offered is the most viable resolution we can currently provide for your complaint. Your feedback is invaluable, and we remain committed to improving our service to ensure a more satisfying experience for you in the future.

  Customer response

  12/12/2023

   
  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,
  
  *******************************

*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. ↩