ComplaintsforMary Kay Inc.

• Initial Complaint

  06/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I place an order online on April 26 for a pressed powder and matte foundation. I reveived an email right away with the order confirmation number ******, stating I would get another email with tracking once it ships out. I waited for about a month, no tracking, no product received. I contacted the business regarding the status/tracking. I waited a few more weeks with no response, so I contacted asking again for the status/tracking. Still nothing. I have reached out again today as it is going on for so long just to get an answer which is very unacceptable as I, myself work in customer care and to not contact a customer back for this long is bad service. Please let me know where my order is and any type of credit for the poor service received.

  Customer response

  06/11/2024

  Hello,

  Mary Kay has called me directly and the matter has been resolved. You can close this complaint.

   

  Thank you!

• Initial Complaint

  05/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a product with the assurance that it could be replaced exchanged or refunded the full price. I tried the product which I hated due to the texture of the product so I contacted the representative that I bought it from who told me that she had no way to refund the item that she could give me other products to equal $50 + tax as I told her I didn't want other products I simply wanted my full refund as stated in their catalog

  Business response

  05/29/2024

  We acknowledge receipt of your email dated May 15, 2024, regarding the complaint filed by Ms. **************************** She alleges that she purchased Mary Kayproducts from an Independent Beauty Consultant (Beauty Consultant) and that the Beauty Consultant failed to provide a refund for products purchased by **************.

  Generally, if we receive a complaint from an Independent Beauty Consultants customer alleging that the Beauty Consultant has failed to comply with our 100%Satisfaction Guarantee, we reach out to the Beauty Consultant involved and advise her to promptly resolve the issue with her customer.  If the facts support it, we will also notify the Beauty Consultant that the Company views her failure to honor the Satisfaction Guarantee as a violation of the terms of her Independent Beauty Consultant Agreement with the Company which require her to maintain the highest standards of integrity, honesty and responsibility in dealings with the Company, consumers and other Beauty Consultants.   

  Upon receiving this complaint, we reached out to ************** and, as a goodwill gesture, offered her a full refund, which she accepted. A refund check for $52.65 has been sent to **************.

  As a reputable company that has been serving women for over 60 years, we strive to ensure that everyone who interacts with Mary Kay has a positive experience. Therefore, we will address our concerns with the Beauty Consultant regarding her adherence to the terms and conditions of her Agreement with the Company.
  Should you have any further questions or concerns, please feel free to contact me.

  
  Best regards,
  
  ***********************************

• Initial Complaint

  04/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My Sales Director has deceived me and manipulated me from the start by pushing me into not only buying Mary Kay products but becoming a new consultant. I signed up last month and it was more money than she said it would cost upfront was $15 not $10 because of the fact that the 3rd party company called ProPay charges $5 to start a new Merchant account. *** tried calling her multiple times also to get help with technical issues with my MK website so customers can place an order and she hasnt walked me through the process of fixing this issue and told me tonight that again to contact ProPay which that company this past week already told me the issue was fixed but its still not connected their account to my MK website so thats why now I feel scammed.I also went on my MK website to place a small order for myself and had to use ProPay to invoice myself and pay to see if that would work so I could receive a few products and my director was rude and texted me as usual and blamed me for what happened and said Id have to call ProPay in the morning for a refund.So, Ive lost $51 at this point and want to quit and also the other ladies in my unit are bragging about their success and making money and Ive lost money and my friends on ******** may have tried to order but cant because shipping isnt an option and I have no inventory and was told I have to spend $225 for my first wholesale order. My main income is Social Security Disability so again this is fraudulent and Im going to call my bank in the morning and get the money back and I hope my complaint gets seen as a warning to others and I hope this company gets shut down by the government. I have friends that work in cybersecurity for the government so Im going to report Mary Kay to them as well. Lastly, I was calling corporate and was on hold too long and dont have time to wait all day.

  Business response

  04/29/2024

  We are in receipt of your email dated April 15, 2024 regarding ************************ complaint.   ******************** alleges that the Mary Kay Independent Sales Director who introduced her to the opportunity, made certain misrepresentations.  In addition, she alleges that the Sales Director pressured her to sign up as an Independent Beauty Consultant and to order products.
  
  We had a lengthy conversation with the Sales Director and, as is often the case,she has a very different picture of the events that transpired between her and ********************. She alleges that she provided truthful and accurate information regarding the Mary Kay business opportunity to ******************** and that she willingly chose to become a Beauty Consultant and also stated that ******************** never placed a product order with the Company to her knowledge.  Our records also confirm that ******************** has not placed any product orders from the Company since starting her Mary Kay business, and the only purchase made by her was the Mary Kay eStart in the amount of $10.
  
  Regarding Ms. ********* request for a $51 refund for the order she placed via her own Mary Kay Personal Website, it is important to note that this charge was processed through ProPay, not Mary Kays system.  ******************* informed us that she had already contacted ****** and requested a refund.  ******************** also informed us that she has recently been in communication with the Sales Director and indicated she was satisfied with the outcome of this issue.
  
  Should you have any additional questions, please do not hesitate to contact me.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  03/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hello. Several months back I filled out the form for the free samples of eye cream, never got it, I emailed our so called Assistant *************** ( for her last name). And told her that I hadn't gotten my free sample, supposly she re entered my request. I am looking for a great new line of skincare products, my skin is so sensitive That's why I fill out for free samples. Thank you

  Business response

  03/18/2024

  We are in receipt of your email dated March 4, 2024 regarding the above referenced complaint. ************** expresses her disappointment with the customer service she received from a ********************** Independent Beauty Consultant (Beauty Consultant). We thank you for alerting us to this situation because we consider any report of an unsatisfied customer to be an important matter.  
  
  Despite our repeated attempts, we have been unable to reach ************** by phone to discuss this matter. While she did respond to our email, we requested additional information multiple times without success. Should ************** contact us at any time in the future,we are hopeful that she can provide additional information that *** help resolve this matter.  
  
  As an honorable Company that has been serving women for over 60 years, we certainly never want anyone who comes into contact with Mary Kay to walk away with anything but good feelings about the Company.  Should ************** need our assistance with finding a Beauty Consultant in her area, we welcome her to reach out to our *************************** at ************. 
  
  Should you have any additional questions, please do not hesitate to contact me.
  
  Sincerely,
  
  ***********************************

  Customer response

  03/19/2024

  I am rejecting this response because:   I have sent request least ,3 times for my free sample of the eye cream, I was responded to 1 time stating they would get on it and I would receive them in 2 to 3 week's, never got anything. So I decided to email ****** (******) I think is her last name, and said I was just wondering when I would get free sample of the eye cream never got a return response. So that's. When I decided too contact you. The whole point isi have had bad skin my whole life and it is very extra sensitive, so when a free sample is offered I take it  before I buy I'd like too try it . Offer was available and no Samples yet. Thank you 

  Business response

  03/20/2024

  We are in receipt of your email dated March 18, 2024 regarding the above referenced rebuttal filed by **************. 
  
  ************* alleges that she sent numerous emails to an Independent Beauty Consultant by the name of ************************* to request free samples, and as of the date of the complaint, she had not received the free samples as promised by ****************.  As you may know, the cornerstone of the Mary Kay opportunity is the independent contractor relationship that exists between each member of the independent sales force and Mary Kay Inc.  As such, an Independent Beauty Consultants relationship with Mary Kay Inc. has always been that of an independent contractor, not an agent or employee of the Company.  Therefore, we cannot and do not direct or control the activities of Independent Beauty Consultants.  However, we will reach out to ********************* and remind her of the importance of Golden Rule customer service and maintaining goodwill with her customers and potential customers. 
  
  We sincerely apologize for the inconvenience that ************** may have experienced because of the alleged actions of ****************. Therefore, as noted in our previous response, we tried repeatedly to contact ************** to express our sincere apologies for her experience and any inconvenience this may have caused.  We tried to contact ************** by phone on March 5th, March 7th and again on March 8th.  To date, ************** has not returned our calls. Should ************** need our assistance with finding a Beauty Consultant in her area, we welcome her to reach out to our *************************** at ************.  Also, another option is to visit our website at www.marykay.com, and click on Find a Beauty Consultant , enter your zip code to connect with a Mary Kay Beauty Consultant in her area.    
  
  For all the above reasons, we respectfully request that you close your file on this matter.  Should you have any questions,please dont hesitate to let me know.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  11/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  A consultant for this company made a fraudulent charge of $628.75 on my credit card. I contacted the company to have this order canceled and to get the name of the consultant who had placed the fraudulent order so I can provide it to the proper authorities. They absolutely refused to help me in any way, refusing to cancel the order that was made on my card or provide me any solution. I was flat out told it was not their problem and they were not doing anything about it.

  Business response

  12/12/2023

  We are in receipt of your e-mail dated November 29, 2023, regarding the above referenced complaint in which *********************** expresses her concerns relating to an unauthorized credit card transaction. She additionally alleges that when she contacted the Company to attempt to resolve the matter, we refused to assist or to provide any detailed information pertaining to the charge.
  
  We have spoken with ************ and collected the information needed to research the charge in question.  Our investigation of this matter has revealed that an individual made a purchase of Mary Kayproducts using ************** credit card without her knowledge. We reached out to ************ and informed her that the order in question was cancelled.  ************ also informed us that she has already disputed the unauthorized charge in the amount of $628.75 with her credit card company.  We also sincerely regret that ************ feels her experience with the Company regarding this issue was not a positive one and have expressed our heartfelt apologies regarding same. 
  
  It is our understanding that ************ is satisfied with the outcome of this matter and that she will contact us directly should she require additional assistance.  Therefore, we would respectfully request that you close your file on this matter.
  
  Should you have any further questions or concerns, please do not hesitate to contact me.

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

  Customer response

  12/12/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  10/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order on line for my Mary Kay Products August 29, 2023. I paid to have them shipped to me. my Consultant, *************************, *****, ended up with my items. She wanted to come to my house and deliver the items and I said no I want them shipped to me as I stated. She refuse to ship my items to me. I have asked her on numerous occasions about my products. As of this date, October 25th, I have not received my items. I am very disappointed.

  Business response

  11/13/2023

  We are in receipt of your email dated November 8, 2023 regarding the complaint filed by ************* Your email appears to be a second notice to Mary Kay; however, we have no record of receiving the first notice. We apologize for any delay and omission of a timelier response.
  
  Upon receipt of this complaint, we spoke with ***************************** who informed us that she did in fact mail Ms. ***** product order. She also stated she notified ************ once she received confirmation that the order had been delivered, but she did not receive a response from her.  We also reached out to ************ and expressed our sincere apologies for the lack of ******************* she feels she received from **************, and as a gesture of goodwill, we offered to send her the products she ordered from **************, which she accepted.  Therefore, we respectfully request that you close your file on this matter.
  
  Should you have any additional questions, please do not hesitate to contact me.
  
  Sincerely,
  
  ***********************************

  Customer response

  11/16/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  10/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased products in good faith. I have gotten older and have not very good about the way I look. I thought I should try something new so I set up a meeting with ***** after finding her on the Mary Kay website. I met her and when she got there she was in wrinkled up clothes had her husband child and her manager with her. Not what I expected from a Mary Kay sales lady. We sat and her manager did most of the talking while ***** sat and played on her phone. I was never offered a catalogue. Finally after they showed me what they wanted me to see I asked if I could look at some kind of printed lnformation. I mostly when with what they showed me. However I got home and looked at the info they gave me and seen that I could have had all different choices that were sold to younger women but I also seen the original products. That is what I wanted but it was not shown to me. I have tried several times to contact the sales rep ***** she said I could exchange what I had. I said that would be fine. Another week went by and I told her I just wanted to go ahead and return all of it. It seemed as if she had her money and had no intention of making the exchange. I have tried several times to contact her but she nor her manager will answer any of my attempts to make it right. So much 100 satisfaction guarantee. I just want to give back the mostly unused product and get my money back. Very unhappy and I am sure Mary Kay would never ignored a customer. I also doubt if she would have showed up looking like she just rolled out of bed with her husband and child with her. I also don't think Mary Kay would have brought her manager because she knew her products very well.

  Customer response

  10/17/2023

  Thank you for your help. I received a full refund

  Business response

  10/19/2023

  We are in receipt of your email dated October 10, 2023 regarding the above referenced complaint filed by ********************.
  
  Upon receipt of this complaint, we reached out to ************** regarding this matter.  According to **************, she and ******************** had previously made arrangements to meet but ******************** had to cancel.  She agreed to contact ******************** as soon as possible to resolve this matter. Nonetheless, we reminded her of the importance of Golden Rule customer service and maintaining goodwill with her customers and potential customers.  
  
  We also contacted ******************** and expressed our sincere apologies that she felt her experience with ************** was not a positive one. She confirmed that she returned the products to ************** and has already been reimbursed.As a gesture of goodwill, we offered to send ******************** complimentary products in the retail amount of $50.00, which she accepted.
  
  We respectfully request that you close your file on this matter. Should you have any additional questions or concerns, please do not hesitate to contact me. 
  

  Customer response

  10/20/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  10/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Someone charged $2700 worth of Mary Kay using my stolen debit card. Since the charges are still pending, my bank had me call them directly to see if they would reverse it so I could pay my rent. They claimed they had no record of the charges, which is a complete lie as they show up on my bank statements. As far as I am concerned, they are just as guilty as whoever stole my debit card. They refused to work with me at all. The bank will reverse my charges eventually, but this is shady as h*** This was my rent money and had they just reversed the charges, everything would have been fine.

  Business response

  10/13/2023

  Dear Sir or Madam:
  
  We are in receipt of your email dated October 9, 2023, regarding the above referenced complaint wherein *********************** alleges that her credit card was used to purchase Mary Kay products without her consent.
  
  Naturally,we were very concerned when we received this complaint.  In an effort to try and determine the identity of the Independent Beauty Consultant who *** have used ************** credit card, we made several attempts to contact her. As of the date of this response, we have not received a response from her.  Nonetheless, please know that should ************ contact us at any time in the future, we will be happy to speak with her to obtain any additional information she *** have that *** be helpful to us. 
  
  Regarding ************** allegations that she sought the Companys assistance prior to filing a complaint with your office, we searched our records and we are unable to confirm this. As we have not heard back from ************, we trust this matter has been resolved. Therefore, we respectfully request that you close your file on this matter.
  
  Should you have any further questions or concerns, please do not hesitate to contact me.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  09/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered 3 personalized car magnets for my Mary Kay business. Mary Kay requires us to buy them only from ** Connections or we are in violation of copyright and logo infringement. I placed the order on 8/17/2023. ** Connections website indicates delivery in ***** business days. I am able to track progress of my order on the ** Connections website. The order has never left "in production" status. I called 9/5/2023, representative promised to call me with an update in 1 hour, no call. I called on 9/6/2023, ****** from ** Connections promised to call same day, no call. I called today, 9/7/2023. I was told a manager named ******** will call today. I am not confident for obvious reasons. All 3 representatives said "they" are waiting to hear from the "plant" about my order. Unacceptable that 48 hours to answer an in house email is ok with them, WELL after they fully charged my credit card over 15 business days ago. Extremely disappointed.

  Business response

  09/18/2023

  Complaint Case #: 20569300
  Consumer:             ***********************
  
  Dear Sir or Madam:
  
  We are in receipt of your email dated September 7, 2023 regarding the above referenced complaint wherein Mary Kay Independent Beauty Consultant *********************** alleges that she purchased promotional items from MKConnections that were not delivered by the estimated delivery date.  
  
  It is important to note that MKConnections is the entity who provides a service through which Mary Kay Independent Beauty Consultants can purchase promotional materials relating to their Mary Kay businesses.  All purchases made through MKConnections are administered by a third-party contractor, Vericast.  Therefore, upon learning of Ms. ******** complaint, we contacted Vericast to notify them of the same.  It is our understanding that ****************** has recently been in communication with MKConnections and the items she ordered have been shipped.  And as a gesture of goodwill, a full refund was issued to ****************** for the total cost of her order. Unless we hear otherwise from ******************, we will assume she is satisfied with the outcome of this matter.
  
  Should you have any further questions or concerns, please do not hesitate to contact me.
  
  Sincerely,
  
  ***********************************

  Customer response

  09/18/2023

  I was informed a refund was issued on 9/11/2023. I was asked to allow 5 business days for refund to show on my credit card. There has been no activity. I called MK Connections today to alert that no refund has been received nor is pending in my transaction history on my credit card. The customer service rep with MK Connections was very nice and said she was sending another email for resolution. Unfortunately, this was the response I got every time I called to find out where the delayed order was to being with so my faith of promised refund coming to fruition is thin. I just ask that MK Connections completes their refund promise of $158.99 asap. 

  Customer response

  09/25/2023

  I am rejecting this response because:   

  I was informed a refund was issued on 9/11/2023. I was asked to allow 5 business days for refund to show on my credit card. There has been no activity. I called MK Connections today to alert that no refund has been received nor is pending in my transaction history on my credit card. The customer service rep with MK Connections was very nice and said she was sending another email for resolution. Unfortunately, this was the response I got every time I called to find out where the delayed order was to being with so my faith of promised refund coming to fruition is thin. I just ask that MK Connections completes their refund promise of $158.99 asap. 

  Business response

  10/04/2023

  We are in receipt of your email dated September 25, 2023, regarding the rebuttal filed by ******************. Upon learning that ****************** had not received her refund, we reached out to Vericast to notify of the same.  They reviewed their records and acknowledged that they had, in fact, made an error in processing Ms. ******** credit to her credit card.  As a result, Vericast promptly informed us that Ms. ******** credit has been processed for the full amount of her order.  It is also our understanding that they reached out to ****************** with a sincere apology for any inconvenience this may have caused as a result of this error.  They also informed us that ****************** confirmed that she is in receipt of the refund to her credit card.  Therefore, we respectfully request that your file on this matter be closed.
  
  Should you have any further questions or concerns, please do not hesitate to contact me.
  
  Sincerely,
  
  ***********************************

  Customer response

  10/05/2023

  I have reviewed the business response and accept this resolution. The refund was .90 shy of a full refund but Ill pay that and move on. Full price was $158.99, refund was $158.09. This was relayed to MK Connections manager, ******** but to no action. I paid the .90 with my credit card.  Thank you 

• Initial Complaint

  08/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ***************************** sent me a eye gel patches with the lotion I bought. Apparently Mary Kay thinks $40 worth of product(how much the patches are worth ) is enough for a chemical burn from their bad product. I will spread it like wild fire on my beauty channels nd ******** about what their eye patches do! I'm also attaching pictures. My eye burned and watered right away underneath and my actual eye. I washed my eye three times! My eye and underneath skin was red and burning for an hour and still sore the next day. Apparently they think a chemical burn is worth 40$. I do not accept . Yes I paid ******** through PayPal and yes the patches was a gift since I'm having to second successful party with her. But now I have a bad taste in my mouth. I will only accept a resolution that is to my standard. Thank you for understanding. I'm aware there is no giftcards. I will take products or a check.

  Business response

  08/21/2023

  August 21, 2023
  
  Via online complaint ******.app.bbb.org
  
  Dispute Resolution Department
  Better Business Bureau of Metropolitan ***********.
  *************************************************************
  
  Re:     Complaint Case #******** and #********
  Consumer: *******************
  
  
  Dear Sir or Madam:
  
  We are in receipt of your emails dated August 7, 2023 and August 8, 2023.  It appears that **************** filed two separate complaints.  Please allow this to serve as Mary Kays response to both the above referenced complaints.  Ms. ******* complaints allege that she was gifted a Mary Kay product from Mary Kay Independent Beauty Consultant *********************** and that, after using the product, she had an allergic reaction. 
  
  We are sorry to hear that **************** claims she had an allergic reaction to the Mary Kay product she used as Mary Kay Inc. (Company) ensures our products meet the highest standards of safety, quality and performance. Upon receipt of these complaints from your office, we made numerous attempts to reach ****************  As of today, **************** has not returned our telephone calls. 
  
  Although the Company will not accept legal liability for Ms. ******* reaction since any number of factors may affect the skin, including but not limited to, diet,illness, medication, environment and physical condition, we would advise **************** to furnish the name, address and statement from her attending physician, along with itemized receipts for her medical treatments and prescribed medications. 
  
  We respectfully request that you close your file on this matter.  Please let me know if you have any questions or concerns.
  
  Sincerely,
  
  ***********************************

  Customer response

  08/21/2023

  I am rejecting this response because:   

  I did receive phone calls but I did not know they were corporate. I had personal matters going on and a death in the family. I didn't answer them because I spoke to somebody from the same number previously that was from the science department explaining to me what the reaction could have been and that's why I thought it was that's why I didn't answer. ***** can feel free to call me and I will answer now that I know it was corporate I will keep spreading this like wildfire and I have pictures to prove it if you guys do not take action and make it right thank you and have a nice day

  Business response

  09/14/2023

  Dear Sir or Madam:
  
  We are in receipt of your emails dated September 5, 2023 and September 11, 2023 regarding the above referenced rebuttal filed by *****************  Please note that we have reached out to **************** and she assured us that she is satisfied with the outcome of this matter.  Therefore, we would respectfully request that you close your file on this matter.
  
  Please let me know if you have any questions or concerns.
  
  Sincerely,
  
  ***********************************

*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. ↩