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:04/29/2024

  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.

  Mother’s Day is coming up. I no longer have a relationship with my mother but I never forget to send her gifts & flowers on holidays, her birthday and Mother’s Day. It’s also my way of letting her know I’m around even if never directly. I placed an order with Fenty Beauty and had it shipped to my mother home address in ***. The minute I got an order confirmation, I opened that message and within 5-6 minutes, I had already contacted customer service via email requesting that my phone number or email not be divulged or included anywhere in this package. I placed this order on 4/28/24. I no longer live in NY. I cannot just go to *** to reroute and intercept a package. But that is the only solution provided to me when I contacted customer service about not disclosing my email and phone number. They indicated several times they don’t do that and it wasn’t in their policy and that their policy is on the website. I know for a fact that they did not begin processing my order the minute it was placed. However, within minutes of me placing it, I did contact Fenty. This company chose to respond to me AFTER 12 Noon, the next day—which is today 4/29/24, a normal working day. They could have contacted me promptly hours before at the start of the day, like 9, 10 or 11 AM. They chose to do so HOURS LATER to lock in their no refunds after an order is being processed policy so they started processing it first. I indicated that my request, for safety reasons, was that my email and phone be omitted—just an omission of that phone # which they refused while adhering to “no cancellations, no refunds.” So if something happens to me or I’m tracked because my contact information is divulged or listed when I don’t want that, then the supervisor that spoke to me implied it’s my fault for not avoiding the order to begin with had I not contacted Fenty before placing the order to see the type of info noted in their packaging slip. Horrendous customer service! Awful policies.

  Customer Answer

  Date: 05/06/2024

  
  

  Dear Sir or Madam,

  
  

  I wanted to reach up to make an edit to my complaint for several reasons.  Today is May 6th 2024.  I placed an order on the evening of April 28th 2024 and to date, Fenty Beauty has not provided tracking information for my order, leaving me to wonder if my order is in limbo, or if it was ever processed timely (the website indicates they begin processing orders within 1-2 business days, and here we are 6 business days later, with nothing).  Considering that the website also indicates it can take more than a week for delivery from time of processing, if my order was never processed within the window noted online (or at all), it will not make the intended recipient in time for Mother's day.  What was the point of me ordering a gift 14 days prior to Mother's day if one is running the risk of the product not even arriving?  I need to be refunded my money back  ASAP. I can order from Sephora or Macys--which does provide gift receipts and gift boxes and that have a much more customer centric return policy and better treatment.  Fenty Beauty has not handled my order or any requests accordingly.  

  
  

  Originally, I just wanted the BBB to know Fenty Beauty can do better with some of its policies, but definitely in how its staff is trained.  I would like to reiterate what a turn off and underwhelming experience it was to contact customer service via phone, and how unpleasant that interaction was.  Email response was no better.  The website indicates one must make sure all info entered is correct because cancellations or modifications were not allowed.  All the info was correct. My info was prefilled from the shop app which just transports the info at checkout.  I checked it.  Its correct and I cant put a different phone number that is not linked to my bank account on file or change info that doesn't match what's on record or the transaction may not go through.   Everything was fine until I realized my phone # was listed on the receipt.  I do not want my number listed on the invoice going to the recipient.  I do not even live in the state where the package is going. 

  
  

  It is a very reasonable request for a multi-billion dollar company.  This company in addition to being owned by a Celebrity, is also owned by a luxury retailer.  People buy gifts for holidays and loved ones all the time.  Millions are spent marketing sales and deals during this time or placing orders by a certain deadline for delivery by the holiday.  So to reach out to Fenty and ask that just my phone and email not be included in the receipt but to be told by Customer Service that this company, in addition to its "no modifications or cancellations" policy also did not provide gift receipts or gift packaging of any kind....  I mean... Then to be told by a supposed Supervisor (which I doubt was even a supervisor) that had I read their policy on their website before ordering, I could have avoided placing an order so that if my information is disclosed, that's on me...  After I stated that I shouldn't have to divulge my safety issues or personal matters to a rep and that I just wanted to protect my contact info from being listed for others--again just a firm stance about what I should've read and what cannot happen.  So why then was this order not processed?  Because 8 days later they have yet to follow up but they wanted to stress their policy while not adhering to their portion of it?  Makes no sense to me.  I want my money back. This company should invest in better training. In a better policy.  Or provide optional receipts.  Period. 

  
  

  First of, again this is a billion dollar company and it will not provide a gift receipt?  Okay fine.  Since that is not an option, why isn't there an option to limit the purchaser's contact info by checking off a box or something?  This would only apply anytime the recipient of the items is not the purchaser/sender.  It's perfectly logical and enables the recipient to return anything directly after receipt if the item doesn't work or fit or isn't liked.  It is also a very reasonable request to not want all my personal data--for any reason---to go to the recipient of a gift.  Fenty could just as easily add: receipt send to email or account on file (or thereabouts).  It is not okay to deal with people who lack people skills, whose tone and pitch tell-tale the fact that we are dealing with young, immature people who have not mastered the appropriate skills to deal with clients.  I went online. Or with an ironclad order policy while not adhering to the proper processing and quick shipping thereof.  I was supposed to get tracking info the minute the items were sent; that never happened.  I followed up asking for my receipt Friday evening.  Still haven't heard back.   I saw the return policy.  It doesn't say anywhere that your privacy is listed for all and sundry to see.  It doesn't say that gift receipts are never provided.  It just says to make sure info is accurate because orders are worked on immediately and their policy allows for no cancellations or modifications.  The suggestion to reroute the package to a different address---is that not a modification?  It is.  And omitting a phone number changes nothing about the order but that is unacceptable?  Customer Service at Fenty is unacceptable, the sales rep are obnoxious and they need to be aware of this.  Period.  Please pass this message to the retailer.  I want my money back.  Thank you.

• Initial Complaint

  Date:04/04/2024

  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've placed my order at least 7 times and each time my order has been cancelled. Here is my latest order. Prior to this, I had no issues placing my order. What is the problem? Order **********  This feels like I'm purposely being blocked from purchasing products.

• Initial Complaint

  Date:03/16/2024

  Type:Product 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.

  Made an online purchase with Fenty beauty and did not receive the delivery of the item so I reached out to customer service to get a full refund when I reach out to customer service. I was told that unfortunately I would not be able to get a full refund the only option they gave me was to re-ship item back to my address. When I inquired about why I was not able to receive a full refund I was told that due to orders I had placed in the past that I had received refunds for That was the only option available. I proceeded to explain to the person in customer service that unfortunately I had people in the area who were stealing packages off of peoples pages which is not uncommon so I don’t have anything to do with that when I suggested that I was going to file a dispute via my bank for the charge I was told via customer service chat, that if I filed a dispute with my bank that I would no longer be able to purchase any products for Fenty beauty online due to the bank to charge back from the bank, which I’ve never heard a business tell customer that , at this point, I just want my refund of my money and that’s it

• Initial Complaint

  Date:12/04/2023

  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.

  On 11/23 I ordered the ******** from Fenty Beauty. The item was allegedly shipped but upon arrival on 11/28 the wrong item was included in the box. I reached out to customer service via ******* asking for the correct item to be shipped. On 11/29 I reached out again via email, hoping to expedite the correct item being shipped. The item is eyeliner and I am currently out, so this item is something I'd like to get ASAP. It has been nearly a week and I have heard nothing back regarding the correct item being shipped. Please expedite shipping of the correct item: ******** LONGWEAR LIQUID EYELINER — CUZ I'M BLACK - CUZ I'M BLACK COLOR: CUZ I'M BLACK QUANTITY: 1

• Initial Complaint

  Date:12/03/2023

  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.

  I placed an order, for christmas gifts, using my credit card and checked out using the “guest” checkout option rather than to sign up and receive continuous solicitations. After a few days I noticed that I did not receive an order confirmation however the charges were pending on my credit card. I reached out to Fenty in an attempt to obtain an order confirmation or tracking. I never received an email confirming my order as well. I have reached out 5 times over the last few weeks with no response at all. I have tried calling customer service during the business hours and have not been successful in speaking with anyone. The charges ($150) have posted to my credit card but I have not received any products I purchased, no email confirmation, no order number and no tracking number. Unable to request a refund through the website or by phone. I though going directly to their site to purchase would be a “safe bet” however I am left scammed out of $150 and my daughter will not receive her gifts she was hoping for, for Christmas.

• Initial Complaint

  Date:12/01/2023

  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.

  My order from Fenty Skin was delivered on November 27th and there was a missing item. I called them right away but couln't hold of anyone. I emailed them and tried chat service.NOTHING happen. I kept calling them next day again but no one was answered. After 36 hrs since I sent an email to them but no respose.Chat service never be able to hold of any agent to take care of my order issue. What else can I do? It has been for 5days.I want the missing item that I ordered or money back.

• Initial Complaint

  Date:11/28/2023

  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.

  I placed an order for fenty skin products. Order said it was delivered never got it . Tried to reach out no response. My order number is ********** . Tried to call and email customer service

• Initial Complaint

  Date:07/01/2023

  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.

  My package was sent to the wrong address because they defaulted to an old address from 2yrs ago. They claim they can’t do anything since it’s been shipped but it’s not my fault that it was sent there. I haven’t used my account since I lived in my old address hince it being on the account. You have the option to use the address on the account or put in a different address and I put in my current address and on the email I was sent it’s still the wrong address and it’s frustrating because I have a couple of items not just 1 thing that’s expensive and can’t reorder due to being sold out now in my size. I can’t intercept it through usps because it’s not eligible and usps support wasn’t super helpful in this situation either and my old address had mail thieves so I don’t want my package being stolen either so can someone anyone please help me!!

• Initial Complaint

  Date:06/29/2023

  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.

  Date of transaction: June 23rd Date of shipping: June 23rd Order# ********** I paid for expedited shipping, and still have not received my order. The tracking information has not changed since June 23rd. I contacted Savage Fenty, and they assured my item had in fact shipped; then when I contacted *****, they told me otherwise, and the customer service people changed the story. The items ordered were for a trip, that now will not be here on time. I stated to them I no longer want the items, and they keep telling me to wait. I just want a full refund from the can take my business elsewhere.

• Initial Complaint

  Date:01/30/2023

  Type:Billing 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 visited the ******* tailgate over the weekend and upon driving home I realized that I had in fact been charged for TWO seperate orders. I only had ONE order which should have been $81 I was charged $51 and $81 . I’ve tried writing on the social media account to have this resolved and customer service and they have not been able to assist. They wanted us to use **** *** for this event as it was sponsored by them and of course **** *** has the worst service in the world so I am without my money and have been cheated I would like my refund and I’ve not got any help from this company as of yet. I have more than enough proof Per photo you can two purchase happened at the same exact time stamp how would that even be possible please just refund me

  Business Response

  Date: 02/09/2023

  Hello,

   

  We would like to apologize that the customer is showing two charges on her account.

   

  Unfortunately, this is not something that customer service can refund the customer. I have sent the customers complaint and the receipt showing the charges to the correct department for them to take care of the customer.

  I apologize for the inconvenience that this has caused.