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Business Profile

Makeup

Laura Geller Makeup

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Laura Geller Makeup's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 229 total complaints in the last 3 years.
    • 118 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:04/02/2025

      Type:Product Issues
      Status:
      Answered
      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 am yet another customer tricked into the VIP Gal program. I placed my first order with Laura Geller for two items. When the order came, there were three items listed on the invoice: the two items I ordered, plus an item called VIP Geller Gal Rewards Program, for which there was no charge. I assumed it was a free points program based on purchase being $0. When the order came it showed a charge for $***** for the same program. I did not authorize this charge and did not want the program, so I went to their website to look for a way to contact them, request cancellation and a refund of the $***** charge. There is no customer service phone number, so I sent an email to the address provided. I got no response. I wrote three more times and never heard back.I looked on their website and (supposedly) customers have to physically sign up for this program. I never did sign up. I have emails that I can prove that I sent with no response. I also have a chat with absolutely no help. I have been on hold for over an hour once again bc you can only cancel over the phone. I was charged initially on Nov 29 for $*****. Then on Jan 16 for $***** and again on Jan 28 for *****. I was just recently charged $***** on Feb 27. Stop charging me and refund my money! Im going to report to Utah Attorney General and ************* as fraud!

      Business Response

      Date: 04/04/2025

      Hello ***** ********, 

      We sincerely apologize for any confusion or inconvenience that this matter may have caused. It looks like you accidentally opted into our monthly loyalty rewards subscription.
      We went ahead and refunded you for the (1 months) worth of charges that you incurred for this subscription. Attached is the refund proof for each months charge. 

      We also reached out to our VIP rewards department below to cancel any active subscriptions that they have on file for you.
      VIP rewards department via:
      Phone: ************
      Email: **********************************************************************************************

      You can reach out to them as well if you have any additional question regarding your refund or the cancellation of your subscription.

      Thank you for your understanding and we hope this helps resolve that matter for you.

      Laura Geller ************* Team

    • Initial Complaint

      Date:04/01/2025

      Type:Service or Repair 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.
      Laura Gellar makeup charged me $16.95 for two months. I did not sign up for the VIP membership. Thats crooked. She did it to my friend as well.

      Business Response

      Date: 04/04/2025

      Hello ***** *******, 


      We sincerely apologize for any confusion or inconvenience that this matter may have caused. It looks like you accidentally opted into our monthly loyalty rewards subscription.
      We went ahead and refunded you for the (2 months) worth of charges that you incurred for this subscription. Attached is the refund notifications you received to your email address- (one for each month). 

      We also reached out to our VIP rewards department below to cancel any active subscriptions that they have on file for you.
      VIP rewards department via:
      Phone: ************
      Email: **********************************************************************************************

      You can reach out to them as well if you have any additional question regarding your refund or the cancellation of your subscription.
      Thank you for your understanding and we hope this helps resolve that matter for you.

      Laura Geller ************* Team

      Customer Answer

      Date: 04/07/2025

      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.

      Sincerely,

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



       

    • Initial Complaint

      Date:03/29/2025

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Today there was a sale on the website advertising 55% off everything. I ordered two foundations. It came out to a total of *****. So I paid with my debit/credit card and after clicking pay, your company charged me 196.00$ I am confused and angry. I did not agree to this exorbitant charge as I ONLY bought two baked foundation items. I want a refund of my money less the 36$ i agreed to pay for my items. I do still want to purchase the items but any charge past the 36$ I agreed to pay needs to be refunded please. I am 72yrs old and on a fixed income, which is why I only purchased 2 items as a gift. I cannot afford to lose what little money I have.

      Business Response

      Date: 04/04/2025

      Hello *** ******* *********, 

      I reviewed you recent order with us (order  #**********) and I am showing that you ordered 3 foundations with us at the 50% off discount. You also then your ordered three other items - two kits and a spackle primer under your 14 day - Try Before you Buy trial, where we authorize your card for the items chosen and you get 14 days to try the products out. If you don't like them, then you would initiate a return and receive your money back for the items purchased under the Try now trial. I provided an outline of your ordered items below. 

      Three foundations - purchased as regular check out items with the 50% off discount 
      ** 1x - Baked ************************************************ shade - light - $15.39
      ** 2x - Baked ********************************************** shade - light - $30.78 

      Two kits and a Primer under the Try before you buy - 14 day trial (the 50% promo does not apply to kits but did apply to the primer) 
      ** Cult Classics Full Face Kit (6 PC) - shade - light - $59.40
      ** Baked Starter Kit (3PC) - shade - light - $56.70
      ** Spackle Skin Perfecting Primer: Hydrate - $14.58

      The whole order shipped and is actually out for delivery today - April 4, 2025. Below is your tracking  # and your tracking link
      TRACKING ID: **********************
      Tracking link - *****************************************************************************

      I will initiate a return today once the package is delivered for the 2x kits and the spackle primer. You do no have to return them as all Laura Geller customers get to keep their first return under the try now trial. I also attached a copy of the refund notification email you should have received today informing you of the refund on the 3x try before you buy items. 

      Thank you kindly and we hope this helps resolve things. 

      Laura Geller Beauty 
      Customer Care Team 

       

       

       

    • Initial Complaint

      Date:03/23/2025

      Type:Product Issues
      Status:
      Answered
      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.
      February 2025 $16.75 March 23, 2025 $16.75 They continue to take money out of my bank *********** haven't ordered anything, they don't have a number to call them, n it looks like they continue to rip people off.

      Business Response

      Date: 04/04/2025

      Hello ******* ******, 

      We sincerely apologize for any confusion or inconvenience that this matter may have caused. It looks like you accidentally opted into our monthly loyalty rewards subscription.
      We went ahead and refunded you for the (4 months) worth of charges that you incurred for this subscription. Attached is the refund notifications you received to your email address - ******************** (one for each month). 


      We also reached out to our VIP rewards department below to cancel any active subscriptions that they have on file for you.
      VIP rewards department via:
      Phone: ************
      Email: **********************************************************************************************


      You can reach out to them as well if you have any additional question regarding your refund or the cancellation of your subscription.
      Thank you for your understanding and we hope this helps resolve that matter for you.

      Laura Geller ************* Team

    • Initial Complaint

      Date:03/21/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Never received my order , contacted them and they did nothing about it

      Business Response

      Date: 04/04/2025

      Hello Ms. **** ******,

      We sincerely apologize if you did not receive your order #**********. Tracking does show that it was delivered on 02/24. 

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

      We went ahead and refunded you in full for this order as of 04/04/25. I also attached a copy of the refund notification that was emailed to your current email on file with us - **************************************. 

      If you ever need to reach us immediately please feel free to visit us at ************************************************** and live chat with one of our customer care specialists 24/7. 

      Thank you for your patronage and we hope this helps resolve the matter. 

      Laura Geller Beauty 

      Customer Care

    • Initial Complaint

      Date:03/19/2025

      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.
      I ordered makeup and was automatically entered into this VIP membership for $16.95 a month.I emailed for a return of the membership I never agreed to and they sent a response showing my order was updated removing it but my charge card was just charged $********* I need to dispute this and its a monthly reoccurring charge.************ has no live customer service and when you enter into a chat and start a complaint they ask you to pay money and put up a screen you cant get past to pay this money I didnt pay but I am so angry ************ is being unethical

      Business Response

      Date: 04/04/2025

      Hello ***** ****,
       
      We sincerely apologize for any confusion or inconvenience that this matter may have caused. It looks like you accidentally opted into our monthly loyalty rewards subscription.
      We went ahead and refunded you for the (1 months) worth of charges that you incurred for this subscription. Attached is the refund notifications you received to your email address ***************************. 


      We also reached out to our VIP rewards department below to cancel any active subscriptions that they have on file for you.
      VIP rewards department via:
      Phone: ************
      Email: **********************************************************************************************


      You can reach out to them as well if you have any additional question regarding your refund or the cancellation of your subscription.

      Thank you for your understanding and we hope this helps resolve that matter for you.

      Laura Geller ************* Team

      Customer Answer

      Date: 04/04/2025

      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 not received any refunds from Laura Geller.  When I ordered makeup and the receipt came back with this VIP Geller Membership for $16.95 a month I knew I didnt order it. I started a return and got a confirmation that I returned that VIP membership.  I was still charged.  I had to dispute and close my credit card after trying to contact this company.  You can not speak to a human.  I went on chat to complain about what happened and was told my request needed to be escalated.  A screen popped up and asked for my credit card info and stated I would be charged a refundable $52.00.  I clicked out of the chat.

      this company needs to be reported to the **** and FTC.  Again I dont even have a pending refund.  I am totally outraged by this companys actions 

      thank you
      ***** ****

      PS: I did keep and pay for the makeup I purchased.  

       

       

       

       

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


      Sincerely,

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




       

    • Initial Complaint

      Date:03/17/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      Same complaint as everyone else here. I bought one item of makeup, and now I'm being charged every month. Some membership I do not recall being warned about. I canceled in february by sending a message to cancel. I was charged again in march. No number to call, no other way to reach this business. No acknowledgment.Of the cancellation that I did again in march. This is dishonest, and they are doing it on a blanket scale. I'm pretty certain Some sort of law was passed, stating a company has to make it just as easy to cancel any subscription as it is to sign up for it. Laura geller, cancel this subscription and DO NOT charge my credit card again for any membership or any recurring fee ( especially a fee for absolutely no product at all).

      Business Response

      Date: 04/04/2025

      Hello **** ****, 

      We sincerely apologize for any confusion or inconvenience that this matter may have caused. It looks like you accidentally opted into our monthly loyalty rewards subscription.
      I went ahead and refunded you for the (4 months) worth of charges that you incurred for this subscription. Attached is the refund notifications you received to you email address- *********************** (one for each month). 

      I also went ahead and contacted the VIP rewards department on your behalf to go ahead and cancel any active subscriptions you have for tour Geller Gal VIP Rewards program. 

      VIP rewards department
      Phone: ************
      Email: **********************************************************************************************

      Thank you for your understanding.
      Laura Geller ************* Team

    • Initial Complaint

      Date:03/13/2025

      Type:Product Issues
      Status:
      Answered
      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 order a product from Laura Geller for the first time just to try it in January of 2025. On February 13th I saw a charge from Laura Geller for $16.95. I tried calling, phone was not connected. I was sent to Chat. Chat then sent me to a company called **********, which was going to charge me $1.00 for the phone call and $55.00 a month for membership, which would give me access to lawyers, etc. We are a law firm. I didn't want that I wanted to get off of Laura Geller's list. This is the worst customer Service I have ever dealt with in my 83 years. It feels like a scam. I wasted three working hours trying to get some help. I'm hoping BBB can help me.

      Business Response

      Date: 04/04/2025

      Hello ***** *******, 

      We sincerely apologize for any confusion or inconvenience that this matter may have caused. It looks like you accidentally opted into our monthly loyalty rewards subscription.
      I went ahead and refunded you for the (1 month) worth of charges that you incurred for this subscription. Attached is the refund notifications you received to you email address- ******************** (one for each month). 

      I am also having my team reach out to our VIP rewards department below to cancel your subscription so that no additional monthly charges are incurred. 

      Phone: ************
      Email: **********************************************************************************************

      You can also log into your account on **************************************************************************************** and go to the "account tab" - from there you will have the option to cancel any active subscriptions as well.

      Thank you for your understanding and we hope this helps clear things up regarding the $16.95 charge.

      Laura Geller ************* Team

    • Initial Complaint

      Date:03/08/2025

      Type:Delivery 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.
      I purchased a makeup kit on February 24th. It has been over 10 days and I have not received a tracking number. I have contacted customer service 4 times and been told that it hasnt even been processed yet. I was also told that because they decided to run a big sale, that my order wont be filled on time. This is a them problem, not a me problem. I should not have to suffer because they decided to run a sale. In the world of Amazon, which I could have decided to ship at, I would have had my product in 2 days. 10 days later and not even a tracking number from Laura Geller is disgraceful in 2025. I would like a full refund, will be taking my hard earned money elsewhere.

    • Initial Complaint

      Date:03/06/2025

      Type:Product Issues
      Status:
      Answered
      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 phoned last mo and questioned charge I hadn't authorized.I was told it was some kind of club with a monthly charge of ***** I told them to cancel immediately as it was not approved they told me they would but couldn't refund the money since I canceled after ,but there would be none going forward I just found a new charge weeks after I spoke to them for ***** 03/02 I tried to call but they no longer take calls only chat online impossible to find a place to complain on line

      Business Response

      Date: 04/04/2025

      Hello ******* *****, 

      We sincerely apologize for any confusion or inconvenience that this matter may have caused. It looks like you accidentally opted into our monthly loyalty rewards subscription.
      Our VIP rewards department went ahead and refunded you for the (2 months) worth of charges that you incurred for this subscription. Attached are both months refunds processed to the payment method on file.  

      If you would like to cancel your subscription or check if your subscription is still active, you can do so by contacting the VIP rewards department via:
      Phone: ************
      Email: **********************************************************************************************


      You can also log into your account on **************************************************************************************** and go to the "account tab" - from there you will have the option to cancel any active subscriptions as well.

      Thank you for your understanding.
      Laura Geller ************* Team

    Laura Geller Makeup is NOT a BBB Accredited Business.

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