ComplaintsforbareMinerals

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been purchasing from this company(BareMinerals) for many years, over the last few years they implemented something called the Good Rewards Program. There are tiers to this program, depending on how many points you have. You accrue points by making purchases on their website or in their boutiques. But they also used to let you purchase their products from other beauty boutiques, and submit those receipts for points up to a certain amount(they no longer allow this anymore) I had about ****** points(and I have emails proving that I had ***** before I ever got to 12k) from all the purchases I made and receipts I submitted. BareMinerals decided to change their system over to a new one, and instead of transferring our points to the new system, they awarded us the minimum that it takes to be in the particular tier that we were in before they switched over. So to be in the Diamond tier you have to have made ************************************************** when I checked my Good Rewards status. I have emailed multiple people and they have given me no reason or solution as to why this happened and why they refuse to fix it. I even sent them an email from mid 2022 showing them I had close to ***** points. And Im sure I could find more emails to that effect if I tried. I want them to give me the points that I earned, and also give everyone else the same. They did what was best for the company and not the consumer and we have suffered for it, while they made money.

  Business response

  07/14/2023

  Dear ****,

  Thank you for being a loyal bareMinerals customer; we greatly appreciate your support!

  We completely understand your frustration, but were so happy to welcome you to our new and improved Good Rewards program!

  We've made some new, exciting changes to our loyalty program, but we made sure that you stayed in the same tier you had earned before and weve awarded you points to get you started in our new points system. Plus, you now have access to our revamped Rewards Shop, full of better benefits, rewards and services. 

  But the best part is that your points actually do more for you now. Weve made it easier than ever to move up tiersfor instance, before you needed *****+ points or $800+ to reach our Diamond tier, and now you only need *****+ points, or $401+. That means you dont have to spend as much to gain access to rewards and benefits reserved exclusively for our top-tier Good Rewards members. 

  As a sign of our appreciation for your loyalty I have gone ahead and awarded you a one-time addition of ***** Good Rewards points for you to use at your discretion.

  Thank you for being a bareMinerals customer and Happy Shopping!

  Customer response

  07/19/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  03/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On March 12, 2023 I placed an online order of 4 items. These items were either on sale or discounted with a special limited time offer. I received a confirmation email the same day. I then tried to check on the status of my order online on March 20 and 21. I was unable to find any of my order information, the system was apparently down. On March 22, I called customer service and found out they CANCELLED my order. One or two of the items sold out after I placed my order, so they cancelled my ENTIRE order rather than sending me the two in stock items. I did not receive any notice of this cancellation or the option to receive the two items in stock. I am angry, since I received a special discount code that I used on items I needed. Now the code is expired and I still do not have the needed items. I have been using bareMinerals since the late 1990's!

  Business response

  04/04/2023

  Dear ***,

  Thank you for shopping with bareMinerals Cosmetics. We apologize for your experience and the fact that your entire was cancelled due to some items being out of stock. 
  

  A team member will reach out to you personally to help place an order for any items that you are interested in that we have inventory of and will honor the discount that you missed out on being able to use.
  
  We thank you for your loyalty and hope this helps!

  
  Many Thanks,
  bareMinerals Cosmetics Customer Care
  
  

   

• Initial Complaint

  03/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Dec. 12, 2022 using the *** return label provided by BareMinerals, I returned one of the items I had purchased on-line on Nov. 24, ****. Order #********. I didn't receive a replacement item or a refund so I"1. 1st contacted BareMinerals via email at ****************************************** on Jan. 13, ************************************************** if they couldn't send a replacement than send a refund. No Reply.2. 2nd sent another email Jan. 29, 2023 stating I wanted a refund. I said I was going to dispute the charge with my ******************** Later I realized I paid through PayPal. No Reply from BareMinerals.3. 3rd I called BareMinerals at the beginning of February at **************. I provided the order number and item returned. They said they would contact me about the refund and it would take 1-2 months to be reflected. NO refund.4. 4th I called BareMinerals on Mar. 20, 2023 at ************** again to ask about the refund. The customer service representative checked with Refunds but they couldn't find a refund. They said they would issue one today but it would take 1-2 months for it to be reflected on my mode of payment. I told them that would be a problem since I paid via PayPal, however, I have recently closed my PayPal account. I have been waiting over 3 months for a refund. Since my account with PayPal is closed and that is how BareMinerals supposedly this time was going to refund me for the item I returned, I probably won't get a refund at all now. Can BBB help me get a refund for the item I returned on Dec. 12, 2022 to BareMinerals using the *** return label they provided?

  Business response

  04/05/2023

  Dear ********,  
  
  Thank you for shopping with bareMinerals Cosmetics. We apologize for your poor experience and any miscommunication or confusion that *** have occurred & we want to help.

  We contacted Paypal and sadly are unable to refund you via their portal as you closed your account with them. The easiest solution would be to temporarily reopen your account so we can refund you back and then close it again if you so wish. 

  In order to figure out the best resolution and ensure we provide you the level of service you deserve, one of our dedicated supervisors will reach out to you personally to collaborate on a timely resolution.

  We apologize again for your experience and hope you will remain a loyal bareMinerals customer!

  Many Thanks,
  ********************** Cosmetics Customer Care 
  

  
  

• Initial Complaint

  03/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  There is a serious ongoing issue with the BareMinerals website, shipping and order tracking. It's all been down for several months now, and I see hundreds of comments and complaints about it online. I have had to cancel all of my auto ships as I was being charged, but nothing was being shipped and the order status/order history portion of the website, along with the profile and other areas have been down for several months now. Today, I received a charge $66.70 on my credit card, even though I have no current orders, and all of my auto ships were cancelled over a month ago, and I have removed my credit card information from my profile. I cannot reach anyone via the customer service number, and would like a refund of this erroneous charge, and to ensure that there are no future charges for items I haven't ordered. I have been trying to get a response for months regarding part of the profile area of the website being down, as well as the order history portion being down - since at least December of last year.

  Business response

  03/15/2023

  Dear *****,  
  
  Thank you for shopping with bareMinerals Cosmetics. We apologize for your experience thus far and any miscommunication or confusion that *** have occurred.

  Upon reviewing your case, we can confirm that your most recent AutoDelivery order from February 9th was delivered yesterday to your doorstep however it shipped very late and we apologize for that. As a token of our appreciation I have refunded you in full for that order and you can enjoy the order with our compliments.

  We also apologize for any issues that occurred in the recent months in which you were unable to view your account online and are glad to announce that those issues have been rectified. I can confirm that your future AutoDeliveries are all cancelled and will not charge or ship. If you wish to create new subscriptions in the future please feel free to do so by visiting your account or by contacting one of our dedicated beauty advisors.

  A member of our CS team will reach out to you personally to offer a promotional code towards your next order with us.
  

  Thank you for your loyalty and support.

  bareMinerals Cosmetics Customer Care 
  
  

  Customer response

  03/19/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  03/10/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered makeup from this company. The shade was too dark so I returned it Jan 23 2023. *** sent numerous emails wanting to know where my refund was. As of March 9th still no refund and the last response email was to send screenshot of my bank statement from Feb9-March 9 so they can see that Ive not received it. Why would I waste my time for 2 months to get a refund If Id gotten it.. if you can reach out and get my refund. Thanks

  Customer response

  04/04/2023

  At this time, I have been contacted directly by Bare Escentuals Beauty, Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   

   Ive been corresponding via email. When I first returned product my card had not expired. If theyd dont this refund in a timely manner theres been no problem. My card expired at the end of February. I sent them the new exp date and CVV code to refund, since they had my debit card number. Theyre still wanting to just give me appeasements and Im not interested in that. I have no desire to order anything. I also sent a email stating that if they could not refund my money to just send a check via mail. That email was sent on March 30th and Ive not had a response since. This has been an ongoing problem since January 23rd. I would appreciate my refund someday..

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  *********************

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transaction date: 2/23/23 I ordered a skincare kit advertised at $85.00,After tax the total came out to $91.59. Which the company advertises a $164.00 value.So I ordered my kit, I received a receipt, and a confirmation number.Today I called and asked about the status of my order and I was told that unfortunately my order will not be filled as the company is unable to fill the skincare kits. I was instructed to purchase the skincare items at full price in order to be able to receive my skincare.I told the customer service representative that the company advertised the savings if I ordered the kit, (and is still currently advertising the same savings opportunity) I already paid for it and I expect my order to be fulfilled. They said they were not able to fulfill the order but did not provide a solution other then to purchase the individual products at full price, and that I can expect a refund.I have my confirmation number, I have my receipt. I want the skincare that I purchased at the price I paid. And I would like for the company to correct its advertising immediately to provide full transparency when it comes to costs.It is not my problem that the company is negligent with their pricing procedures. I should not be losing out on advertised price because the company cannot full-fill them due to financial losses.

  Business response

  03/15/2023

  Dear *********,  
  
  Thank you for shopping with bareMinerals Cosmetics. We apologize for your experience and any miscommunication or confusion that *** have occurred. Upon reviewing your case, we can confirm that your order was cancelled due to an internal glitch on the kit and that you weren't charged for this order.
  
  We apologize again for your experience and a team member will reach out to you personally to help you recreate this order with a promotional offer.
  
  We greatly hope you will shop with us again in the near future!
  Many Thanks,
  bareMinerals Cosmetics Customer Care 

  Customer response

  03/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [I have confirmation of a receipt saying that I was going to receive said products for a specific value. This is a written contract between your company and myself saying that your company has agreed to proved me with said products for the price I agreed to pay for whether or not the funds were taken out of my account is irrelevant, I received a confirmation of this agreement. I am not responsible for your website, however, you are. So you are responsible for the glitch and any promises made by the company like a receipt contract. I do not want a new promotional offer, I expect the promotion that I was supposed to have received upon agreement shown in the receipt that I referenced in the case documents attached with this case file.]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  04/04/2023

  Dear *********,  
  
  Thank you for shopping with bareMinerals Cosmetics and for your response.

  One of our Beauty Advisors will be reaching out to you to help recreate the skincare bundle you wanted to purchase and will honor the price of the bundle.

  We greatly hope you will shop with us again in the near future!
  Many Thanks,
  bareMinerals Cosmetics Customer Care 

• Initial Complaint

  02/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  1/29/2023 order #******** $112.19 **************** selling products online that they do not have in stock. After reading and relating to other complaints, its appears **************** will let you purchase, charge you but not send you your order. I do believe that we are purchasing items they do have. After 1 week I followed up with ****************************************** email team response was that my order has been processed and will be shipping soon from the warehouse.The following week I called **************** ************** **************** they reprocessed my order with the expedited shipping and said I will receive my order soon. I would the like the truth and a refund. Thank you

  Business response

  02/22/2023

  Dear **************;,  
  
  Thank you for shopping with bareMinerals Cosmetics. We apologize for your experience and any miscommunication or confusion that *** have occurred. Upon reviewing your case, we can confirm that your order was cancelled due to items being out of stock and therefore you weren't charged. 
  
  Next time you log into your Paypal portal you will be able to see that your balance will reflect accordingly.
  
  We apologize again for your experience and hope you will shop with us again in the near future! A team member will reach out to you personally with a special offer towards your next purchase with us.
  
  Many Thanks,
  bareMinerals Cosmetics Customer Care 
  
  

• Initial Complaint

  02/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been a customer of ******************** for at least year and didn't start having issues until December 2022. I've been trying to access my account and keep receiving an error message. My account was originally set up by signing in through ********* I emailed in December asking what could be done and was told that since I have always accessed my account by FB that I could continue to do so. This was not a solution because it wasn't working. I called in early January to find out what to do. I was told they had an issue with FB sign in and they are working on it. I asked if they could cancel all of my auto ship orders and was told yes they could do it for me. He assured me that every auto ship order I had in my account was cancelled. I asked for a confirmation email with a list and he said he would send that to me. I never received the confirmation email. I then received an email saying that one of my orders was going to ship soon and my card was charged. I called again and explained what I was told by the 1st rep. *** 2nd rep told me that the only solution is to wait for the item to come and then contact them to return it and have my money refunded. I told him that I was told that my auto ships were canceled and he said that is not possible due to a system update they also cannot access the account. After going in circles. I asked several times for a supervisor, he evaded my request several times until finally saying someone would call me back. That was a couple of weeks ago and a supervisor never called me. I've been watching the charges and I've been receiving pending charges some of which has fallen off & none of the items have shipped. I've contacted my bank and will depute any further charges through them if they post. I've also requested a new card. This is highly frustrating. ***re is something very strange going on with the company and the reasons given by customer service aren't making any sense. Reading through reviews I can see I'm not alone in this.

  Business response

  02/09/2023

  Dear *****,
  
  Thank you for shopping with bareMinerals Cosmetics and being a longtime, loyal customer. We greatly apologize for your experience and the many inconveniences you've recently incurred with your subscription orders. Please know that we have escalated this concern internally and are actively working to ensure that your orders are successfully cancelled and you will no longer receive emails or authorization charges.

  Upon looking into your account, I see that you were charged for one order in December 2022 and I have refunded you in full for that and emailed you a refund confirmation.

  We want to ensure that your concerns are all resolved so a member of our team will be reaching out personally to make sure that you can log in correctly and help with anything else you may need. In addition we want to keep you as a satisfied customer so our ******************** Advisor will be discussing some ways in which we would like to do that.

  Again, we apologize profusely for the inconvenience you've been caused and thank you for being a loyal customer.

  Thank You,
  ********************** Cosmetics Customer Care 
  
  
  
  

  Customer response

  02/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, they have told me all auto ships have been cancelled but I will be unable to access my account.  They are aware I will no longer be doing business with them online. I did receive a refund and consider this issue to be resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  01/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a purchase November 25, 2022 which was never received. I called the company on December 10 and they told me it was in transit (although never provided me a tracking number) and to call back if not received by December 14. I called December ************************************************************************************************************************ help at this time, to call back Monday. I called the following week and was told the same information over a two week period (computers arent working, unable to track packages). I called after the holidays beginning of January. they were going to ship a new product since I never received the order. I called middle of January requesting a refund since I never received the initial order or the replacement. They told me they would process the refund on Jan. 16. I called Jan. 25 to check the status and no refund had been completed. I have waited over 2 months with no resolution. I am requesting a refund as my debit card was charged on 12/5 for $60.17. I have called and emailed the company several times with no resolution.

  Business response

  02/07/2023

  Dear ********,
  
  Thank you for shopping with bareMinerals Cosmetics. We greatly apologize for your experience and any inconvenience you may have been caused.
  
  Upon looking into this case, I understand we promised you a refund for $60.17 so I have gone ahead and refunded you for that. Please allow 3-5 business days for this to reflect on your account. In addition, I have sent you an email receipt of your refund for reference. 
  
  We greatly apologize again for your experience and hope you will shop with us again in the near future!
  
  Many Thanks,
  
  bareMinerals Cosmetics Customer Care 
  
  

• Initial Complaint

  01/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  12/14/2022 ****** Ordered makeup 7 pieces I never received a confirmation and when I looked up my order, the order stated items no longer available,yet they refuse to refund my money,I have spoke to numerous people and they stated every single time, a manager is not available, they have been lying to me about giving a refund, they stated a refund will be issued and I will receive an email pertaining to refund and now I have been trying to call in regards to refund and phone just rings, this companyis a fraud and needs to be shut down and I need my refund.Order number ********

  Business response

  02/07/2023

  Dear ********,
  Thank you for shopping with bareMinerals Cosmetics. We greatly apologize for your poor experience and any miscommunication or confusion that *** have occurred. Upon reviewing your case, we can confirm that your order was cancelled due to items being out of stock and therefore you weren't charged. We apologize and understand how disappointing this *** be. Any pending authorizations will have fallen off your credit card within 3-7 business days, and your card was not charged.
  
  We are very sorry for the inconvenience you were caused and understand that a promotional code towards your next order was shared with you previously.
  
  We greatly hope you will shop with us again in the near future!
  Many Thanks,
  bareMinerals Cosmetics Customer Care 

*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. ↩