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Business Profile

Cosmetics Sales

Urban Decay Cosmetics

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cosmetics Sales.

Complaints

Customer Complaints Summary

  • 10 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/19/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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 eye products from Urban Decay On January 21, 2025. It was received on 1/28/2025, per an email thanking me for shopping with them. I've had an account with ********************** Decsy since 2019 and never had a problem before.I'm still waiting for my order! I sent several compaints via their email and called and called! All their numbers are not in service! I was never given an order number either. They even gave me 800 more reward points!!!The order total with shipping was $93.41!!! I changed my address on my account because we moved into the building next door.

  • Initial Complaint

    Date:12/06/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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.
    Only half of my order arrived. UDK_05595743. No packing note - just a very thin, envelope to protect the eyeshadow that was sent. The website, ****** message and emails all said to call 1?.800?.?784?.?8722? but the phone number is completely disconnected and the automated message tells you the number is completely out of service. Emails are not being answered in a timely manner or are being kicked back as the email address is invalid and closed -- and it's hard to even find any sort of contact email on their own website. I had to reach out via the email address on the ****** invoice but they don't allow emails to be sent at ************************************************************** very alarming to say the least. I just want my Naked 2 Mini that was missing from my order, or a partial refund. Something to show some kind of care about this mess that they have made. It looks like the Naked 2 Mini is Out of Stock and maybe that is why it was not shipped but I should have been notified and refunded immediately not have to find this out on my own after I open my package and start looking for a way to reach out to them. That's not okay. It escalates this situation even more when all the contact information to reach out is unavailable, and outdated. That's scammy if I'm being honest.

  • Initial Complaint

    Date:11/29/2024

    Type:Order Issues
    Status:
    Resolved
    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 online order with Urban Decay around Nov 22 2024 for 2 liner pencils *********************** & selected a third (Zero) as a bonus gift. I was not given an order number. The order arrived today with all the wrong items (2 pencils in ************* plus an eyeshadow palette). There is no customer service number for the **********************, only an online form, so there is no way to contact them.I want my correct order shipped **** at their expense.

  • Initial Complaint

    Date:04/05/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 products on Feb 12, 2024. I received a shipment notice but no order number. My card was billed, but I can't even talk to them because they never gave me an order number, and I did not create an account. I have a tracking number, but it has changed weekly to indicate it is still awaiting pickup.

  • Initial Complaint

    Date:03/18/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 this eyeshadow palette this company on Friday march 15,2024. And went into the package and found the back of the palette was broken I just want an exchange of the same one .Its the metal manic

  • Initial Complaint

    Date:12/19/2023

    Type:Product Issues
    Status:
    Unanswered
    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 Urban Decay cosmetics products in November 2023. Order # UDK_04978304. I requested a return of the products as the ingredients that are used are not safe for me and instructed by my doctor to avoid. I requested a return of the products and the customer representative indicated that sales items are final sale. Please kindly note that all their items were on Thanksgiving sale and this deceptive practice. I was provided no warning when I placed the order that it is a final sale and my receipt doesnt indicate that all sales are final. Instead I was provided with return label with my order. Please note that online return policy indicates return up to 60 days if dissatisfied with the products.Consumer should have the same legal refund rights on sale items as they would have on full price products. Urban Decay cannot take away rights by claiming they have a no refund policy for sale items.

  • Initial Complaint

    Date:10/09/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    Problem with Urban Decay eye pencils after you use pencils very difficult material impossible shapen the pencils this is ripped off. Even use shaper they use very difficult wood unable to shapen it one eye pencil they sell 19 to 30$

  • Initial Complaint

    Date:09/15/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Had a auto ship that I forgot about received a email saying they will ship out soon so I contacted urban decay right away and explained that I forgot about this auto ship because it was from months ago and I would like to cancel because I don't even use that product anymore and can't and the order wasn't even shipped out yet they reply sorry we cannot cancel due to Shipping going out to fast but you're more then welcome to return when you receive it there will be a return label in the box. Which makes no sense to waste money Shipping it when it wasn't even shipped yet. I received today and there is no return label only the invoice I contact support and they said they can't send a return label there's no way too. How the heck do you have a company that can't do that. And told me I can ship it myself back. I refuse to use my money to return when I didn't want the product in the first place. I want my pre paid shipping label I'm owed. There's a reason why I don't buy from you guys anymore.

  • Initial Complaint

    Date:08/24/2022

    Type:Delivery Issues
    Status:
    Resolved
    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 #: UDK_03994638 Purchase Date: 7/13/22 Status: Picking Purchase Price: $21.04 I purchased Urban Decay Setting Spray and never received my item. There has been no communication on their end stating why the item has not shipped. I contacted the customer service number 8/13/22 inquiring about my order and asked for them to cancel my order and refund me. I was told to give them **** business days. I still have not received a refund, the order status was never changed to cancel, and no product was ever mailed out to begin with.

    Customer Answer

    Date: 09/18/2022

    In regards to Urban Decay, they did end up refunding me. So this case can be closed.

    Thank you so much for your time & energy

     

Urban Decay Cosmetics is NOT a BBB Accredited Business.

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