I had decided to purchase from Beauty Bay due to the 20% off discount they give to first time customers. As such, I spent nearly 2 hours deciding what to purchase and ended up buying $632.50AUD worth of items. Having applied the discount at checkout, I saw the amount had reduced to around $500AUD. I confirmed my payment through PayPal and was absolutely shocked to find that my confirmation email for my purchase said that I had paid the FULL $632.50.

Unfortunately, I do not have the means to spare an additional $100 or so dollars. Moreover, it's infuriating to see that I had relied on this discount code and ended up paying full price. If I had known this was the case, I would've purchased the goods from a competitor that would've treated me much better!

To say I was annoyed is an extreme understatement. I promptly contacted their customer service team who told me that they were sorry to hear the discount code hadn't been applied and that the only way I could receive the discount was if I returned the items and purchased again with the discount code. They also told me that they would arrange for a free return.

So, I asked if they could initiate the return process and they said they couldn't until the goods had been delivered. Once I received the goods, I immediately sent their team an email to notify them and asked for them to initiate the free return. I was met with a generic email stating as per their website, they do not cover postage fees for change of mind returns. Excuse me? What do you mean by this? I have no intention of returning because I "changed my mind". I am returning the goods to repurchase at the discounted price I was promised. I was also promised by a previous customer officer that I could return the goods for free. Are they blatantly lying to customers now? Is that what they consider customer service?

Throughout this whole tiring email process, I've been handed over to random customer service officers. Not one single customer service officer was the same. I presume their system is set up so whichever officer is free will reply. As such, I was left to explain my situation again and again. Why must I go through all this? I am customer who has purchased an extremely large amount of goods. Is $632.50AUD worth pennies to them? This is so incredibly frustrating and I WISH I had read other reviews before purchasing from their website. It seems I am not alone in this situation. I have found at least 3 other reviews from customers who were in the EXACT same position as me. I have yet to see any of those reviews update with a resolution to their cases.

I have already sent a lengthy email to their customer service team and I shall post another review to update everyone on their response. If they are able to rectify the situation promptly, I see no reason to give them such a low review. Perhaps there is an issue with communication amongst their team. Do better Beauty Bay. You are stealing money from customers and honestly, it seems like this whole thing is a scam.

I ASKED FOR A REFUND ONE WEEK AGO.
I HAVE NOT GET ANY REFUND AND THEY IGNORE MY EMAILS.

USELESS CUSTOMER SERVICE.

17FV-EHT8-5Q7B-Y (ORDER CODE).

Disgusting to say the least. There was a technically difficulty with my order, so it got delivered to another of my saved address, which is in the otherside of the country, a 10 hour drive. I contacted beauty bay to change the delivery address but they responded late, therefore the parcel was already delivered. I then got told they could do a return to sender' request to get the parcel back to them so I can have my full refund which was over £100. Then to be told this was impossible and that I have been lied to by the team. After 2 weeks of trying to sort this out I was told multiple times by the team that there's nothing they can do and they won't give me a refund. Once I asked to speak to a manager, suddenly I was able to return the parcel, only if I had someone in the area who could do the labels for me. Luckily the parcel went to a reception so they could, however if this was not the case BEAUTY BAY would have robbed me and thought nothing of it. Currently I still do not have the refund and have had the worse experience with customer services ever. TO SUM UP: RUDE CUSTOMER SERVICES, UNWILLING TO HELP EVEN WHEN THEIR POLICY SAYS THEY CAN, AN ISSUE ON THEIR END CAUSED THIS WHICH THEY WONT TAKE RESPONSIBILITY FOR AT ALL. I strongly advise to shop somewhere else, many people have experienced like this from BEAUTY BAY and it's disgusting how they handle them. Along with the CUSTOMER SERVICES being rude, arrogant, unhelpful, passive aggressive and to top it off lying directly to customers to push the issue aside'. If I wasn't as persistent I would have never spoken to a manager, considering I requested this 4 times before getting hold of one. AVOID AT ALL COSTS.