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:02/27/2025

  Type:Product 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.

  On or about February 19, 2025, I alerted Tarte Incs senior management and *** ******* ***** of a significant reaction to a product, requesting assistance in resolving ************** date, the company has ignored my emails and refuses to assist in resolving this matter. I therefore request expedient contact from the senior management level to resolve this matter immediately and at this stage.Thank you kindly in advance.

  Customer Answer

  Date: 02/27/2025

  Immediate contact from Tartes ***************** to fully and finally resolve this ongoing matter, as noted in my initial Grievance.

  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 and the matter has been resolved.

   

  this complaint has been resolved please close this complaint expediently.

  Thank you.
  
  Sincerely,
  
  ** ********
  
  
  
   
  

  
  

• Initial Complaint

  Date:02/17/2025

  Type:Delivery 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 attempted to place an order on 2/15/2025 from ************************ and it did not go through multiple times. When it finally did go through, I thought things were fine. A little over an hour later, I got an email from Tarte customer service saying that they had canceled my order. It said:"Hello Lia,Thank you for contacting tarte Customer Service.We understand how frustrating it may be to have your order cancelled & apologize for this inconvenience. It appears our processing system flagged & cancelled your order for potentially violating our ****************** as stated on our website ******************************?: you may not sell or resell any of the products, services, or samples that you purchase or otherwise receive from us.Customers may not purchase more than 6 units of a single item in one transaction &/or within a 24 hours window. We reserve the right, with or without notice, to cancel or reduce the quantity of any orders that we believe, in our sole discretion, may result in the violation of our ******************.If you feel this was cancelled in error, please reach out to us so we can investigate further.Thank you.xo, **** tarte squad"Now my order is both not being fulfilled, and my loyalty points that I used on my order are missing as well. My order contained 2 items, and only 1 order was placed, so according to their policy, I did absolutely nothing that would violate any of it. All I want is the products that I ordered so that I can have them and never have to deal with Tarte again.

  Business Response

  Date: 02/18/2025

  An email was sent to this customer on 2/16/2025. Below is full correspondence to customer explaining the reasoning behind cancellation of orders. Her order pattern was deemed suspicious by our fraud department. We have approved two orders of hers and reinstated her points.
  
  "Dear ****
  I want to personally apologize for the frustration and confusion caused by the cancellation of your recent orders, as well as for the incorrect information you initially received. After reviewing your case with our fraud department, I want to clarify that you did not violate our terms and conditions. Your orders were flagged due to a pattern that appeared suspicious as we received five orders for the same amount with different billing and shipping addresses. While our security measures are designed to protect our customers, we understand that this caused an unnecessary inconvenience for you, and I truly apologize for that.
  As previously communicated, we've reinstated the points for your canceled orders and made updates to help prevent this from happening again. We also approved your most recent order, #********, which will be processed as expected. Our goal is always to create a seamless and enjoyable experience, and Im sorry that this wasnt the case for you.
  Here is a summary of all the orders received;
  Approved-********, $5.42
  System Cancelled-********, $5.42 - 'new/different billing address used' 
  System Cancelled-********, $5.42 - incomplete address
  System Cancelled-********, $5.42 - incomplete address
  Approved-********* $5.42
  Approved-********* $5.42
  We appreciate your patience and value you as a customer. I truly hope you'll give us another chance to provide the kind of experience you deserve. If theres anything else we can do to make this right, please dont hesitate to reach out.
  Best regards,"

• Initial Complaint

  Date:12/17/2024

  Type:Delivery 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.

  On 11/30/24 I placed an order via the Tarte website. Checked the tracking info on 12/13/24 and it says the package was delivered via *** on 12/11/24, however, it was not delivered to me. I reached out to *** and was told to contact the merchant, which I did. Tarte customer service advised that I should call ****. What is the point of having customer service if you're not going to assist your customers?

  Business Response

  Date: 01/29/2025

  This customer was refunded on 12/15/24 as per the customer request. The amount of $26.72.

• Initial Complaint

  Date:12/03/2024

  Type:Delivery 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 placed an order that I have yet to receive, I have attempted to chat live on the website, and waited on hold for hours without an answer. Then, when I was given an answer, I was told they do not have a tracking number. They dont have the information and that they could not refund me although my order has yet to be shipped.

  Business Response

  Date: 12/18/2024

  This customer reached out on 12/3. We cancelled her order as per her request and processed a refund back to the original form of payment. The customer was abusive to the CS agent that tried to assist her. We apologized for the delay in the order shipping.

• Initial Complaint

  Date:12/03/2024

  Type:Product 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 made my purchase on 11/15/2024 on TikTok and The ADVERTISING lip shade in the bundle Tarte was having a sale for was CHAI an "EXCLUSIVE" shade to the social media platform. When I reached out to the company all I am told is that the shade I received is correct and the advertised shade is incorrect. Ok, but why is that information STILL being advertised??!! That is called false advertised, it is also called Bait and switch! The only option given by Tarte was to request a return not a store credit or to be sent a replacement for an items they're STILL advertising and selling to unknown customers. If you read the reviews, I am not the only person who feels robbed or fooled by the promotion. I will not be returning and paying for costs to send back to a company who falsely advertised items to only obtain sales. I demand this to be corrected or to receive some kind of compensation for their own company error!

  Business Response

  Date: 01/30/2025

  Regarding your concern, a full refund for your order was processed on December 18, 2024, as per your request. If you have not yet received the funds, we recommend checking with your payment provider, as processing times may vary depending on your financial institution.

• Initial Complaint

  Date:11/19/2024

  Type:Delivery 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 placed an order on 11/11/24. It is 7 days later, and the order hasnt shipped. When asking customer service, I am just told they are experiencing shipping delays. There's no time frame given. When I placed the order, there was no indication they were experiencing delays, and it said I would have it within 5-8 days, which has now passed. I would like the order shipped.

  Business Response

  Date: 01/29/2025

  The order was successfully delivered on November 23rd. The customer initially reached out on November 17th, at which time our agent informed them that orders were experiencing delays due to high order volume from our recent promotion.

• Initial Complaint

  Date:11/19/2024

  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 on 11/11/24, website stated it takes 2-3 business days to ship out orders. On Friday I still hasnt received a tracking number so I messaged Tarte - they stated my order would ship out by the end of the weekend. Today is Monday, a week later, my order still hasnt shipped and they refuse to give me an update on when I will receive my products.

  Customer Answer

  Date: 11/19/2024

  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 and the matter has been resolved. My order was shipped yesterday. 
  
  Sincerely,
  
  ******* *******
  
  
  
   
  
  

• Initial Complaint

  Date:08/07/2024

  Type:Product 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 did two different purchases via tarte cosmetics official website on 8/6/2024. I bought three different sets in total. My husband's card was charged for both purchases. I did not received any mail confirmation (checked my spam), and my others aren't showing my tarte's account. However, the website prompts me to "buy again" the same sets. Finally, i was able to speak via chat with one representative called "*******". This representative told what so many have been told here, that my address and cvv were wrong and that the orders did not go through in hopes I took that for granted. But when I told her, and I quote, "if those where wrong your system wouldn't be able to get the funds from my bank account", she changed her speech and said it was a tenporary hold that should disappear in 10 business days. I told her no and that I want my products shipped ASAP. She said she would escalate to another team that would investigate. I asked her if they would get my products shipped and how long would that take. She said "certainly" and "24hrs". I feel I have been scamed like so many here. **** says the purchases went through correctly and that I should claim my products. Apart from that this is a gift for my sister-in-law's birthday, she has been asking for these for the last few weeks. I thought these would be the perfect gift for her to feel beautiful again after she got her las reconstructive surgery. Now, I feel me and husband should have thought it twice before buying from tarte cosmetics directly. Scam, scam, scam.

  Business Response

  Date: 08/07/2024

  This customer has two orders that were successfully placed. Order ********* ********. We have voided the charges for both orders since the incorrect information was provided by our agent and she will receive both orders as expected. We have emailed the customer to let her know that both orders were successful and will ship out accordingly. We apologized for the confusion. 

  Customer Answer

  Date: 08/13/2024

  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 and the matter has been resolved. They did in fact shipped the items (they arrived today) and they cancelled any charges in my card.
  
  Thank you.
  
  
   
  
  

• Initial Complaint

  Date:12/21/2023

  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 tried to order multiple times the same product but keep stating that a should review my address or my cvv and I keep doing it but everything is correctly, nothing is wrong, tried with 2 cards and nothing, I dont know what is happening. I just wan to buy my products.

  Business Response

  Date: 01/08/2024

  Hello,

  We have investigated the linked information in order to troubleshoot for this customer and are unable to find any failed or blocked orders using this information. We were able to discover that the phone number provided is linked to a Freight Forwarding business, which could be why we are not able to see this information. Shipping to Freight Forwarders is against our terms and conditions, as explained on *********. We suspect this may be the reason for these issues, so we would recommend shipping to a home address and always being sure to use a payment method with a US billing address, as INTL payment methods will not work on the US site. 

• Initial Complaint

  Date:11/20/2023

  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.

  Hi I placed this order on tik tok shop using a new customer coupon. I placed this order while it showed no sign of low stock. To my surprise a few days ago I got a notification saying if the order doesnt ship out in a few days the order will be cancelled. However yesterday, my order for cancelled. I checked tik tok shop and Tartes website and these products are in stock. I am really upset as I lost the amazing sale price off tik tok but the products suddenly went out of stock. I am looking for my products to be sent out or to be able to reorder these products and pay the same price.

  Business Response

  Date: 11/28/2023

  After receiving Ritika's feedback, we were able to find her account through the TikTok Shop app. We can see that ****** was able to successfully place (1) order on 11/12/23, order # ******************. We were not able to locate a second order placed 11/17/23 under this account with the details provided in the image attached to the complaint. We can find no record that ****** reached out to tarte customer service directly so that we could help resolve the issue. We have since reached out to ****** by email (from ********************************** and through the TikTok Shop app chat to confirm the (1) order received was not cancelled & had been delivered. Message below. To date we have not received a reply to either contact. We would like the opportunity to serve ****** again & would be happy to honor the price for the items in the order that was not successfully placed. 

  ******,

  I am sorry to hear about your experience placing an order with tarte on the TikTok Shop app. The message you received from TikTok Shop is their standard update for all orders that *** be taking a little longer than usual to ship, as was the case for your order due to the success of the Singles' Day Sale. You should not have received any notification that your order was cancelled, as we did have your items in stock. I apologize for any confusion!I have looked into this further for you & see that your TikTok Shop order ****************** was successfully shipped and delivered. Below is a snapshot of the **** tracking confirming delivery; tracking number **********************.I know how excited you were to receive your goodies and I want to make sure you have received your items. Please let me know if this is not the case.I look forward to hearing back from you.