ComplaintsforBeautycounter
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Complaint Details
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Initial Complaint
06/14/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
On 4.5 I placed an order through beautycorner, order # BC4609106-01 and items were shipped on 4.11 and were received.I spent $567.18 and had earned around $150 in credit that could be applied to future purchases, exempt after 90 days.The company closed shortly thereafter and I had no emails indicating to use my credit or it would be null and void.Initial Complaint
05/23/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I submitted a return via the return portal and followed the steps to mail back the items. Within that timeframe, the business temporarily closed and they have removed all means of contacting their customer service department to check on outstanding refunds/issues. I've sent the product back, but I have not received my refund and cannot find anyway to contact customer service.Initial Complaint
05/13/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I purchased some items on sale from Beautycounter on 11/25/23. Two days later they had a better sale. I asked about a price adjustment or cancelling the order. I was told I could only repurchase the items at the better sale price and return what I had already ordered. I did that and I returned the items and Beautycounter confirmed they received my returns on 12/16/23, but have not refunded my money. I have contacted them multiple times and they kept telling me there was a problem with their system in December and I would get paid back soon. They have told the same thing to my Brand Advocate who has been trying to help me. Now they have shut down their website and phones and still not paid me back.Initial Complaint
05/08/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I returned an item and never received refund payment and now the company has dissolved. My return was at least 2 months prior.Initial Complaint
05/08/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Placed an order on April 15, 2024 for $206.38 and NEVER received my order. Per **** was sent back to **********, because package did not have a complete address. This is not the first time this has happened. Website cut off the complete street address. Phone number is disconnected and website cannot be accessed to put in a complaint and/or refund started. I also have a letter from **** as to why package want returned, Case #********. I want a credit to my credit card. My order number was BC4736583-01. Thank you!Initial Complaint
04/23/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Placed order on 2/29/2024 (Order BC4026982).I purchased 1 item: **************** Duo $19.25. Within this order I also renewed the Band of Beauty One Year Membership ($10).Members receive a surprise renewal membership gift although I only renewed for the free shipping and product credits throughout the year. I did receive the renewal gift, Beautycouter Glow First Priming Serum. A nice gift but not a product I would ever use nor would I purchase. I contacted customer service numerous times via email and their website with no response for months. I explained that I received the renewal gift but I hadnt received the 1 item I purchased. I requested a refund as it was clear the item was no longer available.On 4/4/24 I got an email order shipping notification with no response back from customer.. they shipped ANOTHER ********************** Primer Serum instead of refunding me for the Goodnight ********** that I purchased.Unbelieveable! I can ship the primer back.. I didnt order this nor do I want it. Id like a refund for the item I originally purchased and never received.Initial Complaint
03/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 11/18/23 I ordered some product. After later seeing the items on sale, I decided to return the items. Its been 4 months and I still have not received my refund even after reaching out to them multiple times. I have proof I returned the items. This is fraud!Business response
03/21/2024
Good Afternoon *****,
Thank you for reaching out. We are so sorry to hear of the issues you endured with your refund. We had an issue where the refund was not moving to the back end.
The refund was fully processed in our back end on 3/20/2024. There was also a response sent out from ticket#: ******* this morning from our Counter Support agent. We do ask that you allow 2-5 business days for the funds to arrive back in your account.
For all of the inconvenience, I have added a credit of $15 on your account as a credit to use on your next order.
Please let me know if you have further questions or concerns.
Thank you!
Initial Complaint
12/19/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I purchased product on 11/24/23. Immediately after submitting my order, I noticed that the address was wrong. I immediately contact **************** via chat while I searched to see if my transaction had posted and was editable. By the time I heard from someone via chat, they claimed it was outside the window to make changes (approximately 15 min). At that point my transaction had still not posted yet either. I was told I need to call to chat with someone live the next day. For three weeks now I have not been able to get someone on the phone or to respond to my email. I am seeing similar complaints on social media with no response from the company. I have been a customer for nearly five years and am appalled. My credit card was charged three weeks ago and I am still without product or resolution.Business response
01/02/2024
Hello *****,
We sincerely apologize for any inconvenience you have endured with your order and the business. We switched over to a new platform at the end of September which has caused a high amount of traffic through email, phone and chat.
I want you to know that the response time is not our normal. I see that you were sent a replacement on 12/24/2023 by Counter Support. I also wanted to extend a free shipping code for your next order for all of the inconvenience.
Please let me know if there is anything else that I can do for you.
Free shipping code: FXQXF2
Initial Complaint
10/30/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have been trying to contact beauty counter for two months. Their website does not work. I cannot see or cancel active subscriptions. I know they are there because I had one doubled and charged and sent to me in September. But when. Viewi g my account it doesn't show up I. Recent or past orders. There is no way to return or cancel. I am being charged and I can't stop it because my active subscriptions are hidden. When you try to co tact the company you can't because they have too many requests. I have contacted them on fb and was told to send a dm. I did. Multiple times with no response. They can freely take my money but don't show any evidence on their end. I have been trying to resolve this since September with no luck. My consultant was able to get me a refund for one product, but couldn't help me with any of my other issues because she couldn't really get in touch with them either. I am feeling scammed and taken Advantage of.Business response
11/10/2023
Hello *****,
We sincerely apologize for any delay in response as well as any inconvenience you have endured regarding your Auto-Replenishment order. We currently had a system transition which resulted in multiple reach outs which may of caused a delay in response to your inquiries.
We reached out to you via email on 10/31/2023 and again on 11/3/2023 via the email you attached to your complaint, but we have had no response. We of course would like to look into this for you, but there is no account on file for you under the email address you provided.
May we ask that you respond with an email for your account so we can better assist you?
We look forward to hearing from you.
Initial Complaint
05/14/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I made a purchase and never received the order in the mail. Tracking says delivered here at my address but it in fact was never delivered. I contacted customer service and they said they can't give refunds.Business response
06/27/2022
Business Response /* (1000, 5, 2022/06/08) */ Contact Name and Title: *************** Contact Phone: ************ Contact Email: **************@beautycounter.com This was a delivered not received complaint, and when the window of time passed to warrant it to be tagged as lost, we offered a full refund with our apologies. follow up training with the agent was scheduled and this client was personally called by head of CX.
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Contact Information
Customer Complaints Summary
16 total complaints in the last 3 years.
14 complaints closed in the last 12 months.