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:02/04/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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 2 items from Valentino Beauty Pure on January 19 in the amount of $36.17 with a delivery date of January 28. I have not received my order so VBP initiated a lost mail search with the postal service on January 31. On February 3, the company emailed me telling me that they are not responsible for packages once they leave their fulfillment centers and that the investigation by the postal service was underway. As of today, February 4 I still do not have the product that I paid for and nothing has been done by the company to remedy the situation. My emails requesting a refund go unanswered. I can only email as the telephone number they provide does not take calls.

• Initial Complaint

  Date:04/08/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Similiar to some of the other complaints, I ordered items over $200 and should have received a free pink cardholder. I added the cardholder to my cart and added a welcome code that was texted to me from Valentino. When I added the code, the cardholder was still. there. When I entered the payment information, it was still there. When I got the email order summary, the card was no longer there. I called and they said I couldn't use both. I asked why that wasn't indicated on the form before I entered my card info (maybe red text saying the code couldn't be used in combination with the card). They said it was on the terms and conditions. The terms and conditions are about 5 pages long. No one would see that. I asked them if I could cancel, they said no. They said I could return it, but I would be charged when the website says you have 60 days to return. It is SO HARD to find the information about returns. I asked to speak with a supervisor and they refused. VALENTINO is a HORRIBLE company. Buyers Beware. As soon as I get the order number, I will be contacting the shipment provider to refuse to avoid the charges. And I will see if I can get the cardholder from ****** or Nordstrom. I will NEVER buy from Valentino again.

• Initial Complaint

  Date:03/18/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Valentino offered a free travel size perfume with purchases over $150. I made the purchase and didn't recieve the free gift as advertised. I reached out to customer care and someone named ***** told me I didn't add the free gift to the cart. I didn't see the option to . I asked if they would send it to me since I made the purchase and she declined. I don't understand why this company can't honor there advertisement.

• Initial Complaint

  Date:02/13/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 the Valentino Beauty website 2 months ago. I ordered under my email address which is attached to their Loyalty program. This program is a tier based program, so the more you spend, the more perks you get. I achieved pink status with my order, which is supposed to come with a welcome gift, birthday gift, tier achievement, and free shipping. I never received the welcome gift nor the tier achievement. I contacted them one week after my order and was told to wait another week. After that call, I've called and chat several times, received several case numbers, and STILL have not received any of the promised "perks. " I decided to chat again, now 2 months later, and today was told to place another order to "test" the loyalty rewards to see if it works. I refused. I should not have to place another order when I already spent more than the amount needed to get to the pink tier. After I refused to place another order, I was told once again to wait, but this time it's wait another 30 days. That is unacceptable. Surely there is some workaround where they are capable of manually sending what they are supposed to, but according to the numerous agents I spoke with, they are not. I am truly disappointed as they are still advertising their loyalty program but not fulfilling their end. Its looking like a marketing SCAM to get you to spend more, under the guise of receiving loyalty perks that you will NEVER receive. This, in addition to the old bait and switch about the free gifts for spending a certain amount, then you get your order and conveniently, none of those free gifts are with your order. I want the company to send the tier achievement and the welcome gifts they are supposed to send.

• Initial Complaint

  Date:01/10/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 bottle of perfume as a gift for a friend. I selected Valentino Beauty because they offer engraving on the bottle. Their website said to sign up as a new customer and I would get 15% off my first order. The website also said that as a new member I would be entitled to 4 piece complementary gifts if you spent over $125. My purchase was ****** before taxes. Their website is rigged and does not allow you to get what they advertise. When I logged in with the new WELCOME15 code, it took all the complementary gifts away. So I logged out. Then when I logged out there were all these other unknown fees. So I repeatedly tried to fix it, on multiple devices. So once I thought I fixed it, I placed the order. Then they took the engraving away. I immediately sent two emails and have gotten NO RESPONSE. I called and spoke with two people who I was not able to understand due to a language barrier. My requests for a supervisor or manager fell on deaf ears. I was hung up on the first time and left on hold for ***** minutes the second time. Ultimately, both reps said that there was nothing they can do. Despite me telling them that their website screwed up the order. I said just cancel my purchase then. This was as soon as they opened Monday Morning at 9. My purchase was made at around 2AM Monday morning. They then said they will not cancel it because its on its way. Lies! They further stated When it comes to your house, just send it back and there will be a 2-3 week process for a refund. This is outrageous. Please help me. I could have easily went to Bloomingdales or Nordstrom. I only purchased from this website because they said they would engrave the bottom of the perfume bottle for NO additional fee. Instead, they let me put the perfume in the cart (with engraving), and check out only to find that the engraving (KRB) had been removed. How sneaky and underhanded of them! Then to add insult to injury, they refused to cancel my order & wont let me speak to anyone.

• Initial Complaint

  Date:03/02/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Shopping on Valentino's website put 1 cologne in the cart. The website cart asked me to add one 15 ml cologne as a gift, then it offered me to select one small bag, as well as offering me to use a promotion code to get $15 off for welcoming me as a new customer. All of this was clearly in my cart and after filling out all my information my cart was still full of all of these selections and allowed me to click purchase.I got an email saying that all I was receiving was the bottle of cologne I purchased and the $15 discount. I didn't receive the other items that were clearly shown in my cart and promised to me when I clicked purchase. This is a violation of any standard purchase agreement and completely illegal / scammy.After contacting customer service they were completely rude abrasive and dismissive saying that if I went to the main page and navigate through three or four button clicks through their website which is extremely misleading, NOT CLEAR, that I would find that only one offer at a time is valid.The checkout process, also without asking me, selected the lowest value item which was the $15. I did not get to pick which item that I received. I would have preferred the $35ml cologne. Bear in mind all the items were carted upon checkout. There are no disclaimers in the cart or item removals, no links.**************** bulked at me and told me that I was not able to cancel the order even though I contacted them within minutes after receiving the email and placing the order. They said that any type of returns would be at my expense. They would not offer me any type of one time allowance of sending me the gifts that were in my cart or any other type of gift card or discounts for future purchases. **************** was 100% worthless and enjoyed repeating the same canned response which was a lie.Their website is misleading and convinces you that you will be purchasing much more value than you actually receive this is illegal and all intents and purposes.

• Initial Complaint

  Date:12/20/2022

  Type:Delivery Issues
  Status:

  UnansweredMore 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 promised a refund. Their customer service is terrible, as well as ther products being terrible. They owe me $195 and offered me a $75 coupon code. My order number was ******.

• Initial Complaint

  Date:09/29/2022

  Type:Delivery Issues
  Status:

  UnansweredMore 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 9/28/2022 for a gel polish line being sold at discount of 93% off I paid in full received an email an text confirming my order even talked about order to a rep . Only to see a message the next day not from them but from my shop app that the order was cancelled. Then after I reached out to them they say it was an error on their site on pricing and wont send the item. I have proof of the promotion/purchase/conversation

• Initial Complaint

  Date:06/27/2022

  Type:Delivery Issues
  Status:

  UnansweredMore 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 for fathers day both orders were not received now they are asking me to wait for 10 days , not gonna happen Need a replacement order asap Order numbers are VAL ******** and VAL ******** Emails are ******************** *************************