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:12/18/2023

  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 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

  Date: 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

  Date:12/13/2023

  Type:Delivery 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.

  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

  Date: 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 Answer

  Date: 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

  Date:12/11/2023

  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 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

  Date: 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

  Date:12/07/2023

  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.

  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

  Date: 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

  Date:12/04/2023

  Type:Delivery 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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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,
  
  *******************************

• Initial Complaint

  Date:11/28/2023

  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.

  On the 4th September I ordered two lip tubes for ***** USD. They are still sitting in status Pending Fulfillment in my account. I have paid the balance via PayPal. On the 27 September I submitted a request to the company asking why I hadn't received a confirmation email but had been charged by PayPal and followed up again on the 4th October. Both times I only received an automated response indicating my email had been received.

  

  Business Response

  Date: 11/30/2023

  We deeply apologize for the considerable delay in shipping your product. The unprecedented surge in demand resulted in the product being on back order until recently, causing delays in our shipment schedule. We anticipate that your order will be dispatched shortly.
  Regrettably, we are unable to process a refund from our end, as records indicate that a refund was already issued via PayPal on October 27th. For your reference, the transaction details are provided below:
  Transaction Date: October 27, 2023 Transaction ID: ***************** Payment Status: COMPLETED Refunded Amount: $54.85 USD
  Please be assured that our warehouse is diligently expediting the shipping process for your order. We genuinely appreciate your patience and understanding during this time of delay.
  Once again, we apologize for any inconvenience caused and thank you for your continued patience and support.

• Initial Complaint

  Date:11/17/2023

  Type:Delivery 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 lipglosses from City Beauty. They were supposed to deliver in 2-7 days. It is now 12 days, and the order has not been fulfilled. There is not any sort of update from the company, and it is concerning. I am thinking I got scammed.

  

  Business Response

  Date: 11/20/2023

  We deeply regret to inform you of the delay in fulfilling your order. Owing to an unexpectedly high demand, both the City Lips Clear and City Lips Crimson products are currently on back order. Our warehouse team has been diligently working to expedite the process and ensure timely shipment of orders.
  To address this inconvenience, we have processed a full refund for the affected items today. You can expect to see this reflected in your account within the next 3-5 business days. Rest assured, once the products are back in stock, your order will be promptly shipped to you without any additional charges.
  We sincerely apologize for any frustration or inconvenience this delay may have caused. Your satisfaction is of utmost importance to us, and we appreciate your understanding and patience in this matter. Should you have any further concerns or inquiries, please do not hesitate to contact us. Thank you for your continued support and understanding

  Customer Answer

  Date: 11/20/2023

   
  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

  Date:11/13/2023

  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 made a purchase on 11/3/2023 for the lip plumper for a sale price of $35. While trying to complete the checkout process I was offered a deal if I added two more bottles to my purchase. When reviewing my card I learned the second order had not been added to my first, but instead was another separate purchase. At first I decided it was my fault for not looking for fine print. Now however it is 11/13/23 and the product still hasn't been shipped even though I have paid for both orders.

  

  Business Response

  Date: 11/13/2023

  We would like to extend my sincerest apologies for any frustration you may have experienced with our ordering process.
  We want to assure you that our warehouse team has been diligently working to expedite the processing of orders and ensure timely shipments. Unfortunately, we must inform you that the products you ordered are currently in a backorder status.
  Understanding the inconvenience this may cause, we have taken immediate action to address the situation. Today, we have processed the cancellation of your orders and initiated the refund process. You can expect to see the refunded amount reflected in your account within the next 3-5 business days.
  We truly appreciate your understanding and patience during this matter. If there's anything else we can assist you with or if you have any further concerns, please feel free to reach out. Your satisfaction is our top priority.
  Thank you for bringing this to our attention, and we sincerely apologize for any inconvenience caused.

• Initial Complaint

  Date:09/25/2023

  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.

  TOTAL CREDIT CARD SCAM...BEWARE>>>>I purchased an order on their website and it showed my card was declined. I entered my card in again, still declined. I tried a few other cards, all came back declined. I got email confirmation from my credit card company that a purchase was charged from city beauty. I contacted other card and all transactions had been charged YET their website told me card declined. I never received confirmation of purchase from city beauty. They charged me 5X for product. I contact customer service and she said they are only showing card declined and that I wasn't charged. I told her it was in fact charged as I have confirmation from credit card company. She hung up on me. I DO NOT PURCHASE PRODUCTS ON THEIR WEBSITE AS THEY ARE A SCAM

  

  Business Response

  Date: 09/25/2023

  I sincerely apologize for any frustration with the ordering process and for any inconvenience it may have caused. We would never want you to feel scammed by our company in any way and always want to be sure your concerns are being heard. I can assure you that the 5 transactions from 09/23 were declined and sent back the same day in the amount of $50.35, so any pending status should fall off after 3-5 Business Days. Thank you for reaching out, have a great rest of your day!

• Initial Complaint

  Date:09/18/2023

  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.

  I have been lawfully purchasing AUTHENTIC City Beauty Items from City Beauty directly. I then resell the items on ***** I can prove that the items were directly purchased from City Beauty. City Beauty is reporting me to **** under their VeRo policy as selling counterfeit items. **** is threatening to suspend my account because of ********************** reporting me. I have contacted City Beauty about this issue and have not received a response.

  

  Business Response

  Date: 09/18/2023

  Hello, We apologize for any confusion regarding our terms as they pertain to resellers. This terms and conditions can be accessed directly on our website, or you may visit this page: ********************************************
  Thank you.