Business Profile

Beauty

Henry Rose

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Henry Rose's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

44 total complaints in the last 3 years.
44 complaints closed in the last 12 months.

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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:02/10/2025
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 two bottles of perfume several weeks ago (Jan 17th) from Henry Rose (order #******) and the items never arrived. ***** told me the package is lost. No one is responding to my emails at **************************. ***** told me the vendor is the one who has to contact them to initiate an investigation but Henry Rose is not responding to my emails. My bank won't do a charge back since I willingly purchased these items. So now I am out $233.75.This is wrong. Henry Rose effectively stole my money. What kind of company ghosts their customers? I am writing to the ********************** in the hopes that something can be done. Thank you for your help.
Business Response
Date: 02/24/2025
Hi - on behalf of Henry Rose, please accept our sincere apologies for the mistake in fulfilling your order. A customer service representative recently reached out to you via email.
Your order is now refunded. Please email ******************************** if you have any further questions or concerns.

Thank you,
Henry Rose team
Customer Answer
Date: 03/05/2025

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:02/07/2025
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.
I purchased a $120 perfume from Henry Rose and it came broken. I have emailed the company several times to request a resolution and I have not heard anything back from the customer service team.
Business Response
Date: 02/24/2025
Hi - on behalf of Henry Rose, please accept our sincere apologies for the mistake in fulfilling your order. A customer service representative recently reached out to you via email.
Your order is now fulfilled and a gift was added to the shipment as an apology for not fulfilling your order in a timely manner. Please email ******************************** if you have any further questions or concerns.

Thank you,
Henry Rose team
Initial Complaint
Date:01/31/2025
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.
Placed an order# ****** which was supposed to be product Discovery G and Discovery J but was sent two of the discovery G sets. These were for a Christmas present and when it arrived it noticed that it was incorrect. Since that time I have sent numerous emails to the company trying to get the correct items order. I have even gone as far as stating I would pay to send the incorrect product if needed. I have averaged about 1 email a week since Christmas and have heard nothing back from customer service. I have even gone so far as searching out a phone # since it is not listed on their website and leaving messages with no response. I have ordered before and have always been happy with the products but the lack of customer service has me questioning if I will order again.
Business Response
Date: 02/04/2025
Hi **** - on behalf of Henry Rose, please accept my sincere apology for the mistake in fulfilling your order. A customer service member reached out to you to address this matter and I left you a voicemail last week.

Please accept our sincerest apology and hopefully the issue is resolved in an acceptable manner now.

Thank you,
****
Customer Answer
Date: 02/05/2025

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:01/31/2025
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.
I have been trying to contact Henry Rose via the contact email address on their website. I have emailed them 6 times between 12/19 and 1/22 and have not gotten any reply. Complete frustration led me to leave a negative review on their site. Suddenly, I DID get an email from them, saying they were flagging the review for administrative review so it would not be posted!At that point, after my frustration and anger subsided, I assumed that Henry Rose was having some sort of customer service department crisis. They dont supply a phone number for customers, something that customers dislike, so I came to ******************** to try to get my issue resolved. Below is the third email I sent Henry Rose. It describes the issue, which is a stolen package delivered to me from them. Hi, Ive written to you guys twice now, starting about 2 weeks ago. I really hope I get a reply, as Id expect from a high end brand like *********************** order was delivered to my back gate in an alleyway! Not my front door. It was left on top of my garbage can!! So of course, it was stolen before I got home. You can see the delivery confirmation photo left by *** Ex to validate what Im telling you.Please get back to me ASAP. I want the order to be resent and delivered properly!I look forward to hearing from you very soon.******* I would like BBB to help me get a response from Henry Rose, and a replacement of my stolen order. Thank you.
Business Response
Date: 02/05/2025
Hi on behalf of Henry Rose, please accept our sincerest apologies for the issue with processing your initial order. A customer team representative recently reached out to you and refunded your order. Please let us know if the issue is now resolved as your order was resent as well.

Thank you
Initial Complaint
Date:01/24/2025
Type:Service or Repair 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 placed the order on 11/29/24. The order took longer than usual to process and ship. When it arrived it was incorrect. I spent 4 hours on a chat hold trying to contact customer service during the entire window of them being open without any response. I send multiple emails with no response. I finally posted on Instagram and was contacted that way on December 18th. I informed the person I was chatting with that I had reached out multiple times etc and had filed a bank claim. They apologized for the inconvenience but did not offer to remedy the situation in any way further. Today I have a reversal of the bank claim on my account and still cannot get in touch with anyone at customer service.
Business Response
Date: 01/27/2025
On behalf of Henry Rose, I sincerely apologize for the issue with your order and the lack of a customer service response to date. There was a technical issue processing some orders in Dec due to overwhelming demand. The lack of a response from customer service however, there is no excuse. ******* ******* recently reached out to you to resend your order and a gift to please accept our sincere apologies.

A new customer service team is now in place to help improve the level of customer service going forward.

Thank you,
Henry Rose team
Customer Answer
Date: 01/29/2025

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:01/21/2025
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 3 bottles of perfume - a 2-pack of two travel bottles of two different perfumes, and a 3rd bottle of a standalone travel-size perfume. The second bottle in the two-pack (the Torn fragrance) was not included in my shipment. The only way Henry Rose lets you contact any kind of ************* is via email -- I wrote at least 3 times in the past 2 months and never received a response. There is no way available to contact them via telephone. I feel a bit stolen from, to be honest! (Even if it isn't that much money; they need to actually respond to their customers).
Business Response
Date: 02/04/2025
Hi ***** - on behalf of Henry Rose, please accept out sincere apologies for the mistake in fulfilling your order. A customer service member reached out to you to refund the order as well as send a replacement. Please accept our sincere apologies.
Customer Answer
Date: 02/04/2025

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:01/21/2025
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 a discovery set on 12/22. I received the order shortly after but it contained incorrect items, not those marketed to be included in the set. In addition, it did not include a code for a $20 credit off a full sized bottle as advertised. I have contacted Henry Rose 6 times since December and have not received a single response or any attempt to resolve my issue.
Business Response
Date: 01/21/2025
Hi - on behalf of Henry Rose, please accept our sincere apologies. The customer service team recently transitioned to new individuals to help improve on the overall customer service levels.
******* ******* reached out to you today, Jan 21st. Your order was refunded and a gift is being sent to your address on behalf of Henry Rose.

Please confirm your receipt of the email and refund.

Thank you -
Henry Rose team
Customer Answer
Date: 01/21/2025

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:01/21/2025
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 a bottle of Queens and Monsters Perfume for Christmas. I packed it in my suitcase securely to fly back to **********. When I got home the perfume had leaked out all over my clothes and shoes. It ruined a pair of my shoes and some clothes. The rest had to be taken to the laundromat and professional cleaned. I am asking this company to replace my perfume. If they wont then I will file a lawsuit for product liability for the perfume as well as the items of clothing it ruined, the shoes and the laundry bill.
Business Response
Date: 02/04/2025
Hi ******** - I am sorry to hear that your bottle of fragrance was damaged during your travel. A Henry Rose customer service member reached out to you a couple times but did not hear back. In case the emails are going to your SPAM or JUNK email by accident, I am providing my personal information here. Please contact me so we can resolve the matter.
************************************************************* / ************
I am the head of finance for the company. I sincerely apologize the customer service team has not been able to contact you to resolve this matter and I will personally handle. Please call or email me at your earliest convenience.

Thank you,
****
Initial Complaint
Date:01/15/2025
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 the ************** Mini Trio (50ml) . A bottle of Menace (10mL) was added to the order as a free gift. I ordered Dec 1. I received my delivery Monday , Dec 16 . In the package, I only received the free gift of Menace 10ml. The ************** Trio was NOT in the package. I only received 1 tracking # and 1 order #. I contacted the company via email ( the only contact option) 6 times. They did respond to my emails and have not sent the missing product nor given a refund. This order was a Christmas gift for my sister who regularly orders from the company. She never received her Christmas present.
Business Response
Date: 01/15/2025
Hi - on behalf of Henry Rose, please accept our sincere apologies for the issue with your order and lack of prior response. Henry Rose hired a new customer service team to address the lack of response from a prior team. You should of received communication today from a customer service individual who also refunded your order as well as sent a complimentary gift.
We sincerely apologize for the issue with processing your order and recently changed tech platforms to help ensure these issues do not occur again.

Thank you,
Henry Rose team
Customer Answer
Date: 01/20/2025

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. They sent the following response, refunded my purchase amount and sent a sample set of perfume as a gift.
Sincerely,
****** ********

Henry Rose's Response:
"I want to begin this message by offering our sincerest apologies. We are so sorry about the amount of time it took for us to respond and to assist you. It is unacceptable and we take full accountability. We are working diligently to rectify this situation. The holiday season brought us many obstacles that we were not prepared for.
We have refunded your account, and we have sent you a gift to show our gratitude.
Thank you so much for your patience and understanding. We appreciate your business!
Please let me know if I could be of assistance with anything else.
Initial Complaint
Date:01/14/2025
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.
Ordered 12/30/24. Says in email will ship via ***** smartpost 3 to 7 days for delivery. It is now 1/14/25 and still have not received a tracking number. I've emailed them twice for information but as of yet have not received a response. I paid extra for expedited shipping but again no word from them.
Business Response
Date: 01/15/2025
On behalf of Henry Rose, I sincerely apologize for the issue in processing your order. Some orders experienced a technical issue given the overwhelming demand November-December.
Please accept our sincere apologies for the issue. The Henry Rose customer service team issued a refund and will be sending product to you as an apology.
Customer Answer
Date: 01/22/2025

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,

******* *****

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Henry Rose is NOT a BBB Accredited Business.