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Business Profile

Beauty

Truly Beauty, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Beauty.

Complaints

Customer Complaints Summary

  • 35 total complaints in the last 3 years.
  • 11 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:01/16/2025

    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.
    My brother, Brandon Jerz, ordered an item from them online as a Christmas present for me. The item is very obviously a counterfeit (a different friend bought me a real one for Christmas and there are many differences in packaging and performance). I contacted True Beauty Glow via their online contact form twice with my brother's order number to return it for a refund and I still have not received any response. It's been over 2 weeks, and I cannot find a customer service number online, just the contact form.

  • Initial Complaint

    Date:12/11/2024

    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.
    Ordered from them 2 weeks ago and they still have the order unfulfilled. I asked to cancel and they told me they couldn't because it was already on the way. Gave me a fake tracking number. This company scammed me out of $160. They refuse to fix the problem, they just keep telling me it "should arrive in a couple days".

  • Initial Complaint

    Date:12/06/2024

    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.
    Missing products and contacted business by email and response was unrecognized confirmation number which I pulled from the order confirmation they sent me. I am unable to find a contact number for this business.

  • Initial Complaint

    Date:08/19/2024

    Type:Customer Service 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 placed an order to Truly Beauty nearly 3 weeks ago. I have not received the first order update; there is no evidence to suggest the order has even began to ship. I have contacted their “24/7” customer service with no response. I have emailed with no response. I have combed my emails for any chance of them sending me an order update- nothing to be found.

  • Initial Complaint

    Date:03/22/2024

    Type:Order 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.
    Made a large purchase of a wide array of their product line after confirmation that the 30 day 100% refund was in fact contact within 30 days get refund. When I informed them after 14 days that I was having skin issues and wished to use the 30 day money back guarantee. I was sent one email asking which product. I responded that I was using all the products I purchased and had rashes, dry and itchy skin all over so not sure which product or if ingredient/s found across the line that were the issue. I was told I had to pay for the return, then sent an FAQ showing 30 day refund with nothing about the you pay to return info. I sent screenshots from my pre-purchase question of their customer service showing that I asked for clarification of the refund policy in the "we'll make it right" statement and was told specifically that if I let them know there was a problem in 30 days that I would get a 100% refund. After recieving an ad text asking when I was getting the return lable for the unused product. Suddenly they now don't pay for you to return. Then had a post that they would send return lable, then next day went back to they don't pay for the return. And today as I am asking for legal name and address to use for lawsuit filing or if should just send direct to the CEO Maxx in Miami they said they do pay and use attached lable with no attachment. Obviously a attempt to be funny and mocking. This is called fraud when you make the return process costly so that it is a financial loss to the injured party.

  • Initial Complaint

    Date:03/14/2024

    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.
    These are the worst beauty products I have ever used, and they are insanely expensive. Worst of all, they package their shower products in GLASS. I dropped the “body polish” and it shattered all over my shower floor! I was stunned. I cut my foot. I have NEVER had that happen before. Every other company is smart enough to make shower products with plastic packaging. I won’t be buying their products ever again. I contacted them to get a refund but since I bought it from Ulta they refused to do so. I believe that Truly should refund me since 1) I had already passed the 60-day refund limit at Ulta and 2) Truly is the company that made the defective product, no Ulta.

  • Initial Complaint

    Date:04/14/2023

    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 purchased blemish patches from this company a while ago, but only recently opened the box. I put the patch on the bridge of my nose, and it completely ruined two brand new pair of glasses (both less than ten days old). It stained the nose pads a bright, neon pink that will not come out regardless of how many cleaning agents I try. I then posted a review on their page, which was not posted. This means they are hiding negative reviews (which makes sense considering all of the reviews posted are positive), and intentionally providing inaccurate product information. When I reached out to the company, they refused to take any responsibility at all, with the excuse being that my order was over 30 days old. This means they are also intentionally misrepresenting their guarantee policy- the site literally says right on the product page "try now risk free." I don't think my purchase was very risk free, do you? The product page also says "We promise you'll love everything in your order if not, just let us know and we'll make it right." This is clearly not the case, and is deceptive advertising. All they offered me was a 15% discount off of my next purchase, as if I'd ever order from them again. I don't want a refund, I want my glasses replaced.

  • Initial Complaint

    Date:02/03/2023

    Type:Product 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.
    On 11/9 I ordered from Truly beauty who was having a BOGO sale.*** purchased some back *** to products ide tried before and liked. I received my order and it seemed OK so I put them on my trunk to store till I needed then. A few days later a horrible stink came from the trunk, and it was 2 of the polishes ide ordered . I has to throw them out and the room stunk for days. I emailed CS and they NEVER got back to me. Then a few days ago I go to open one of the eye creams and I got a wiff of that smell again. I assumed it was just my trunk from the polishes until I used the eye cream. The cream felt differant upon putting it on, but ide used it before and figured I wss buying the same product as last time. Then the next day I woke up with RED CIRLCES around my eyes!!! I went to email truly and I see I had an email, it was them replying to my 8 week old email ! So I told them about the eye cream. They responded by sending me a bot message, then replied again by offering a 15% coupon saying it was past 60 days. It wasn't when I initially emailed! I want a refund for the eye cream and the polishes. They are UNUASABLE!

    Business Response

    Date: 02/10/2023

    Hi,

     

    We have refunded the customer for the items mentioned and are investigating the issue. Please let us know if we can help with anything else!

     

    Sincerely,

     

    Customer Answer

    Date: 02/10/2023

     
    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:01/12/2023

    Type:Product Issues
    Status:
    Unresolved
    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.
    Truly beauty is NOT honoring their return policy. This company is a SCAM with false advertising and has permanently damaged my skin. Do NOT buy. This company needs to be taken down. After further research so many other bad reviews Truly even fakes reviews on websites. How is this company still selling?? I tried contacting the company multiple times with awful customer service their employees don’t even know the return policy!! I’m still waiting to hear back this is awful my husband said I should contact a lawyer especially cause now I have permanent skin damage

    Business Response

    Date: 01/12/2023

    Hi,

     

    We have fully refunded the customer for their purchase; please let me know if I can help with anything else!

     

    Sincerely,

     

    Customer Answer

    Date: 01/12/2023

    Thank you for the refund of one of my orders. I wanted a full refund for both orders since I can’t even use these products that permanently damaged my skin and also the $12 credit off of $50 purchase is a joke like your laughing at me is how I feel. 

     
    Complaint: ********

    I am rejecting this response because:

    Sincerely,
    ****** *****

  • Initial Complaint

    Date:12/18/2022

    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.
    On Thanksgiving they offered some mystery items and bag as a bonus if you ordered $180 or more, which I did. It did not state that the actual bag you received would be a mystery too. The promotion ran for 3 days and each day there were 3 different options of items. I received only one bag even though another was pictured with my confirmed order. They said it stated that I would only get one bag and that it was a mystery. I have asked several times for this documentation BUT they ignore and keep sending me the same reply; that the heart-shaped purse (confirmed in my order) did not come included.

Truly Beauty, Inc. is NOT a BBB Accredited Business.

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