Complaints

This profile includes complaints for Younique, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Younique, LLC

  3400 W Mayflower Way Lehi, UT 84043-3261

  
• 

  Younique, LLC

  2889 W Ashton Blvd Ste 2 Lehi, UT 84043-4968

  

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:09/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchases made between 9/13-9/17/24 - 4 Unauthorized Transactions - Over $1,000 STOLEN! One of your representatives stole my credit card information and submitted 4 separate transactions under my husband's name, each over $250, with each labeled a *different variation* of his name. Neither of us have ever been to your website, nor have we ordered from you in the past. We did not place these orders and received the product last week. I have attempted to reach Younique customer service but they conveniently do not have a phone number, and I've received no response to my email (it's been over 72 hours). We did not authorize these purchases, we do not want your product, and we want the money that was STOLEN from us returned! This company is a SCAM and so are their representatives!

  

  Business Response

  Date: 09/23/2024

  Thank you for making this report. 

  We have contacted our Customer Care team and have been notified that we received Complainant's messages on September 19, which were forwarded to our Loss Prevention department. The orders in question were refunded today, September 23. Our Loss Prevention department will continue to handle the situation in both investigation and communications to Complainant moving forward. We trust that this will sufficiently resolve Complainant's concern. 

  Customer Answer

  Date: 09/26/2024

   
  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID 22323643, and find that this resolution is satisfactory to me.

  Sincerely,
  
  Jessica Mackenzie

• Initial Complaint

  Date:07/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They owe me $189 in credit and they will apply to my account and I go and try and place an order. It comes up try a different payment method. I have emailed them screen shots of what the message shows. I have done what they have told me to try to fix the issue. I called my credit card company and was told by them that they are not putting the charge through. That the issue is not with my payment method. Now they are coming up trying to say I need to change my mailed address. Changing my mailing address has nothing to do with it saying use another payment method. I don't see why I can't tell them what items I would like to order and them put the order in since I have a credit. This has been going on for months. I have went and created 2 cases in there contact form on the website and waiting weeks for them to contact me with no response. I went in again yesterday and created another one and told them I would give them until today to reach out and fix this or I would file a complaint. They emailed me today telling me to change my shipping address. They are just trying to get out of giving me what they owe me. They have no phone so a customer can call and get help with issues or even places orders over the phone. Due to them saying try this and it not being fixed the credits on my account runs out. Because they will only be good for 1 month. But, you can't get anyone to help fix the issues. they will say we looking into this and will reach back out to you. They say give us 7 business days then they ghost you. You can't just have something shipped to someone address if you don't live there. That is crazy for younique to even say that.

  

  Business Response

  Date: 07/23/2024

  This appears to be a continuation of BBB Complaints 20346317 and 21122731. As explained in complaint 21122731, customer has a history of return policy abuses and chargebacks. As a protective measure, we no longer ship to customer's address, and this has been communicated to her. To place the order in question, we recommend that customer use a different shipping address.

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 21997411
  
  I am rejecting this response because:  Here is from the last email I received from them

  Hello *****,
  
  
  Unfortunately, we are not able to ship to the address we on file. Please choose a different address. Regarding your product credit, starting April 1, 2023, product credit will expire on the last day of the month following the month the product credit was applied. For example, any product credit applied to your account during the month of April, whether it was on April 1, or April 30, would expire on May 31.  This expiration timeline applies to any product credit applied to a Younique account starting April 1, 2023, at 12:01 a.m. PDT, regardless of why the product credit was awarded. However, product credit applied prior to April 1, 2023, will expire on its original expiration date. To view when your product credit will expire, please refer to your product credit ledger.   Expired product credit is automatically removed on its expiration date and will show as a deduction on the product credit ledger in your account.
  We have already made many exceptions and added the product credit multiple times. No further exceptions will be made.
  
  Thank you,  
  **************  
  
  Loss Prevention Team  
  
  From: *********************
  Sent: 2024-07-15 07:47:03.000
  To: ***********************************
  Subject: REF_5-7ctpABnIzD2jcXgMu8|Orders-Problem placing order
  
  
  Case Reference is REF_5-7ctpABnIzD2jcXgMu8|Orders-Problem placing order I have reached out to you several times with no response. I have also called you today and left a message. I have also sent an email to the support email address. This has been an on going issue for month that has not been fixed. The issue is on your end not mine. I have sent you screen shots showing the issues. If not address by tomorrow Tues 7--16 will file complaint with BBB.
  
  
  
  
  
  ********************* Tue, Jul 16, 12:24?PM (7 days ago)
  
  Why u saying now the issue is with address? There was no issue with address before. Sent from my iPhone On Jul 16, 2024, at 10:21 AM, customercare@youniqueprodu
  
  
  ********************* Tue, Jul 16, 12:25?PM (7 days ago)
  
  If the problem is with address why does it say use another form of payment? Sent from my iPhone On Jul 16, 2024, at 12:24 PM, ********************* wrote: ?Why
  
  
  ********************* Fri, Jul 19, 1:23?PM (4 days ago)
  
  
  
  to me
  
  
  
  
  
  
  
  ??
  Sent from my iPhone
  
  On Jul 16, 2024, at 12:25?PM, ********************* wrote:
  
  
  ?If the problem is with address why does it say use another form of payment?

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

   

   

• Initial Complaint

  Date:07/15/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I wrote them regarding using my credits and they never wrote back. Now the time has passed and they still havent wrote back and looks like everything on the website has been updated to where I can no longer use my credits which was $97 in Y-cash. Would love some help being able to use them still!

  

  Business Response

  Date: 08/01/2024

  We have collaborated with our ************* team in requesting that customer's product credit be added back to her account. Our records show that this credit was added to customer's account in March of 2021, and expired per company policy a year later on the first of April 2022. Customer inquired in February of 2024 to request the credit be reinstated, and we acquiesced, notifying customer that it would expire at the end of the following month. 

  As an exception, we have extended the credit expiration date for this final reinstatement to last for a year once again. 

  Customer Answer

  Date: 08/01/2024

   
  Better Business Bureau:
  
  I will gladly await the credit as I do not see on my account yet. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I can't find a younquie presenter in my area this has becoming a issue the link to the younquie won't let me type the zip code even when I googled to find a younquie presenter

  

  Business Response

  Date: 03/12/2024

  We are sorry to hear that the customer has been having a difficult time finding a distributor in their area. We have contacted our ************* team and provided them with customer's email address. They will be reaching out shortly to assist in finding the nearest distributors.

• Initial Complaint

  Date:02/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a package of products in December that I did not order from this company. There was no invoice or return information. 2 months later I noticed a chard on my HSA Medical Reimbursement debit account in the amount of $271.11. I did not authorize this amount and it was debited from my account on December *********.

  

  Business Response

  Date: 02/15/2024

  We appreciate receiving this information. We have identified the charge in question and are working to have it promptly reversed. In reviewing this request, we see that the customer requested not to receive further contacts from us. Should they wish to have any of their information removed from our records, they may reach out to **********************************. 

• Initial Complaint

  Date:02/08/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have yet to receive my refund for my starter kit and also I have yet to be deactivated on their site as a beauty influencer.Just refund my money you have all products including the starter kit

  

  Business Response

  Date: 02/08/2024

  We appreciate receiving this message. We have been in touch with our ************* team and they have been able to locate the customer's request to remove her as a distributor. We have forwarded that request to the appropriate department to assist with the cancellation of the distributor account. 
  
  As to the refund for the return, we see that we have not received tracking information for the return, so we are unable to confirm at this time that it has arrived in our return center. If it has arrived, then the return and refund should be processed within the regular processing window. We have also contacted our ************* team and advised them to watch both cases so that a resolution may be reached soon. 

  Customer Answer

  Date: 02/09/2024

   
  Complaint: 21264133
  
  I am rejecting this response because:
  I did return the merchandise in the same package they received the other return.

  So I'm gonna need my refund.

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

  

  Business Response

  Date: 02/13/2024

  Our records show that the distributor account has now been cancelled and a refund has been issued for the distributor kit box. We hope this resolves the customer's concern!

  Customer Answer

  Date: 02/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told from a previous complaint that they would put $189 on my account. I had went in several times to my account to place an order and the items I was looking to order was out of stock. Due to this issue the $189 dollars expired on my account. They refuse to put it back on my acct. Also they was holding money to be put on my card as well. I told them to go ahead and release $52 dollars of it. I was told when I wanted to use that money to contact support for that. Which I did. It was more than $52 dollars. Now they coming up saying Please note that we have granted one-time agreement on adding the $52 Product Credit and we are unable to add any further Product Credit. Which I stated to them The credit was more than $52. So that would not be correct. Thank you for your quick response. We are unable to fulfill your request, since we have already granted a one time exception on adding the $52 Product credit to your account. So they are trying to steal more of my money. I have advised them they need to keep there products in stock. They refuse to even ship to my mailing address. I have to have it shipped to my neighbors house. They need to stop trying to take people's money. Which is what they have done. They stole that money from me. Since you never keep products in stock and you are stealing my money then just refund my money with a check. That way I can be done with your company!

  

  Business Response

  Date: 01/29/2024

  The $189 in product credit in question was added in August of 2023, following customer's ******************** complaint. While restating the company's product credit expiration policies, we advised customer that, as an exception, we would hold an amount of $189 to be added to customer's account at a date when the ********************** she desired were available. This decision specifically countered the customer's complaint about in-stock **********************, since we gave her the power to decide when the product credit would be added to her account. Our records indicate that she asked for it to be added to her account that month, and thus should have been used before its natural expiration date. 

  The company's decision not to process orders to customer's address follows a history of credit card chargebacks and abuses of our returns policy. This is intended to protect the company from further abuses at the hands of this customer. As mentioned in past responses to customer's ******************** complaints, we'd advise that if customer is continually having a negative experience consuming our products, she may find a more suitable experience purchasing from a different entity. 

  Customer Answer

  Date: 01/30/2024

   
  Complaint: 21122731
  
  I am rejecting this response because I had informed them the products was out of stock.  I just had them weeks ago to add $52 dollars to my account that is owed to me plus more.  They added that then come up and say they will not add the rest.  After this was done I went to place my order on the product and it comes up an error message about payment.  I have sent several emails about this and was told last week someone would reach out to me within 2-3 days.  They have not done so.  I guess they waiting for that to expire as well.  I was told it would expire in Feb.  This is not my fault the error is on there end.  Like I have stated several times they need to keep the products in stock.  I just wish to use the credits that are owed to me so I can be done with Younique!  So they can either pay cash on what they owe me or ship the products I need when they in stock.  It was not my fault when the $189 was applied you didn't have the items.  You need to stop trying to steal from people 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 2 different foundations. Received them and they are way to dark. I did a return with the love it guarantee. It came up saying products didn’t need to be returned. Then I get a email saying I need to return. I told them to email me a prepaid label and they refuse. I told them it came up it they didn’t have to be returned. Said they could do me a favor and give me $10 dollar credit to use to cover cost of shipping. Told them I was not interested in that. They also have not credited the money to my ycash for the products either which is what was chosen.

  

  Business Response

  Date: 08/18/2023

  After reviewing the customer's complaint along with their tickets with our Customer Care and Loss Prevention teams, the following has been determined:
  
  Firstly, Younique's official return policy (the "Love It Guarantee") requires products to be shipped back at the customer's expense for exchanges. We have attached the policy to this message, but also quote the following for convenience. “Orders eligible for return will receive a return mailing address and a Return Merchandise Authorization (RMA) number that will be needed to process your return. You are responsible for any shipping costs associated with sending the product back.” The ability to receive product credit without returning items as an exchange option is offered as a goodwill gesture, but is not necessitated by our official policies.
  
  Secondly, customer has shown a history of receiving a high rate of initiating exchanges to receive product credit without returning the purchased items. This history and multiple chargeback issues, as well as a history of making BBB complaints to force concessions higher than those received by other consumers, have led us to the decision to not make further concessions at this time. We will still happily honor the Love It Guarantee and provide the customer with a product exchange should they wish to pursue that route. 
  
  Should the customer feel that the company's policies and solutions are consistently dissatisfactory (as customer's activity shows), we would suggest that they find alternative cosmetics to purchase.

  Customer Answer

  Date: 08/21/2023

   
  Complaint: ********
  
  I am rejecting this response because:  As I stated it came up that the products didn't need to be returned.  And if you get the message saying they do not need to be returned then you get an email saying they need to be returned then you need to pay for the shipping not me.  You also stated the following: The ability to receive product credit without returning items as an
  exchange option is offered as a goodwill gesture, but is not
  necessitated by our official policies.

  SO i WOULD SAY IT IS NOT A GOODWILL GESTURE.

  Maybe Younique needs to look at making changes to there policy's.  sounds like Younique don't need to offer a love it guaturatee.  Maybe if the younique rep tells a customer they need a certain color and it does not match them maybe make them pay for the return.  Because that was the issue.  I was told that was the color that I need from a younique rep and the color is way to dark for me skin tone.  I'm not paying to ship it back!  Maybe if you do what you suppose to do then people would not have to file complaints with the better business bureau.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:07/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have right much YCash to use on there products. The products I was always interested in buying was always out of stock when I would look. So I was not able to use the ycash that I had. It expired so I sent them an email in regards to this. Letting them know they needed to keep products in stock so people can use there ycash before it runs out. They refuse to put all of it back. Which is not right because that is my money. I asked them if they would refund the money instead of ycash and they also refused. Said they don't do that. your account has been flagged and forwarded to the Loss Prevention Department. From now on, all claims will be forwarded directly to the Loss Prevention Department, who will decide on the outcome of your claims after investigation. Which makes no sense why they are having to deal with this. anytime you send an email you have to wait for response then they say someone will reach out. previous activity of receiving large amounts of product credit in the past, we will not be issuing the other expired product credit (I will allow you to keep the 71.20 product credit which was given yesterday). Please be aware that product credit cannot be transferred to a payment method such as PayPal or a credit card since it is only product credit that can be used at Younique-WHICH I'M TRYING TO USE AT YOUNIQUE BUT, CAN'T WHEN YOU DON'T HAVE STUFF IN STOCK. that was on the July 7th from them. I emailed them back asking for there address so I could file this. Sent a couple emails and didn't get response back until July 18th. and this is what she said Please let us know if there is anything we can do to work with you further regarding your concerns to your satisfaction. Thank you, Kimberly M Younique Loss Prevention Team I emailed back today saying this- The only thing you can do is put the money back on ycash. AND I HAVE YOU HEARD BACK FROM ANYONE. TOTAL AMT LOST WAS $260.20. NEVER GOT EMAIL ABOUT IT GOING TO EXPIRE EITHER.

  

  Business Response

  Date: 08/01/2023

  We have contacted our Customer Care team and worked with them to provide a solution for the customer. While customer elected to engage in no-shipping returns and receive product credit (which expires after 30 days as noted in the returns portal), we have secured an exception to add the product credit back to the customer's account once the products they desire are in stock. 

  We trust this will resolve the issue to the customer's satisfaction. 

  Customer Answer

  Date: 08/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:  Again went to order and says out of stock until Oct 6th.  Which is the Gleaming moodstruck stick eyeshadow.  so they are saying in the email that it will expire on Aug 31st.  We have added $189.00 in product credit back to your account. This credit is set to expire on August 31st 2023 if not redeemed. This expiration date is visible in your product credit ledger.
  
  Again. this is a one time exception to our policies and procedures surrounding product credit. In the future we will not be able to make the exception to add product credit back to your account once it has expired. 
  
  If you should have any further questions or concerns please let us know. 
  
  
  They are bad to always be out of there products.  Due to them always being out of products they need to change that policy about the time frame you have to use the product credit.  OR either keep the products in stock

  

  Business Response

  Date: 08/10/2023

  We have continued to correspond with the customer and, after adding the product credit back at her own request, she expressed concerns about its potential expiration before the restock of product she desired. We've notified her that should this amount expire before it's used, we'd be willing to re-add it as an exception, while advising that other product credit going forward will be subject to regular expiration policies.

  We believe this matter can be resolved as all the current product credit in question is available for use now or at a later date.

• Initial Complaint

  Date:03/16/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a spray foundation from Younique. When it arrived the nozzle was broken off and foundation was everywhere. They did not provide either a receipt nor a return address which was very fishy. I had to ****** the address to the company to ship the product back. I included all of my information on a piece of paper and also put it in the box. After weeks of not hearing anything I reached out to Younique who claims they never received my return. They refuse to refund me. I have researched and reached out to quite a few people and there are many complaints of the same exact thing happening to others. This is not right and they need to be held accountable.

  

  Business Response

  Date: 03/21/2023

  We have investigated the facts of this complaint and have been in direct contact with the Complainant to resolve this matter.  Thank you.