Beauty Bay

I ordered 2 eyeshadow pallets and pin-a-dot stickers. 1.it took them 3 weeks to deliver to my country (which is fine since Covid-19 and sh** is happaning in world) 2. They ordered delivery to home and didnt give my telefone number to delivery company 3. They didnt even ask for my phone number when I orderd 4. They didnt contact me when the delivery company wrote to them that they can not contact me 5. I had to contact them to find out what is going on 6. I asked to change my number twice... in seperate e-mails TWICE 7. They still did not change my number 8.and now after 5 weeks my package is sent back and i will get a refund... At least they say i will get full refund... If you are not from UK - dont order from Beauty Bay. Because even if a smallest thing goes wrong there is no customer service and they mostly ignore you and its time, money and you nerves that are going to suffer!

Placed order for my daughter for Chrismas. Asked for order to be delivered to my local COOP. Never received confirmation EMAIL. Decided to check at my local COOP to see if my order had been delivered on the off chance to be told they hadn't got my order. (I have stuff delivered there all the time never had a problem) thought it strange but as it was Christmas assumed that my order must be delayed and id get confirmation soon. Christmas came and went so I contacted Beauty Bay to query where my order is on 31st December. Its taken 3 months of back and forth Emails to be told tough you haven't received your goods and no you can't have your money back. I've attached the EMAILits all there in black and white, I'm now £40 out of pocket.

I have been waiting two months for a refund. They have not gotten back to me and I have contacted them on all platforms. Do not shop here, they will take your money and run.

I personally really like the app it's really good and it's only flaw is that it takes a while to get to you but when It arrives everything is so good and for the price it's definitely worth the wait and I had just made my other purchase re-ordering the same products because I had finished them all from how good they were literally my Revlon contour palette is finished entirely and the Revlon lipgloss is so good that I had ordered every shade and it tastes like mint

Beauty Bay now charges different countries different prices, so check carefully what you are paying for on Beauty Bay and compare the prices with other retailers like Cult Beauty that deduct the EU sales tax at checkout if you're outside the EU.
Overnight (literally), Beauty Bay has increased the prices on hundreds of items. For instance, ABH palette, that up until yesterday retailed for $42 for everyone, now retails for 49 ($54) which is 23% higher! They've also increased the prices of other brands like Viseart, Dose of Colors, Violet Voss and others. Now, for American (non-EU) customers the prices remained the same as before, but not for Romanian, Austrian or Israeli (also non-EU) customers!
After contacting the customer service that's what they had the nerve to reply: "Kindly note that our prices will vary from country to country due to brand restrictions and differences in VAT. We do not offer any refunds of these prices retrospectively." Inappropriate, degrading and deceitful!
Never mind I've never asked for any refund, no law or "brand restrictions" will make a retailer collect EU sales tax from a non-EU customer or dictate the prices for specific countries! That's a lie and discrimination!

I don't normally write reviews but I really wanted to warn others about this company!
I ordered a pair of expensive curling irons from beauty bay however when they arrived I discover that they had sent me a less expensive similar looking pair in the box which contained the manual/ instructions of the more expensive curling irons that I had ordered and paid for!
I immediately contacted their customer service team requesting that they send me the ones that they had taken payment for!
They continued to decline even though this was quite clearly fraud on their part! And it was only after seeking legal advice that they finally agreed to exchange them for the ones that I should of received! Unfortunately my correct order did not arrive on time and I returned them requesting a full refund Which I have still not received to day!
I continue to send them countless emails requesting my refund getting the same response of it could take up to 14 days! Even though 14 days has lapsed!
DON'T ORDER FROM BEAUTY BAY!

I ordered the revolution multi acid peeling solution and the ordinary AHA 30% to Ontario, Canada. I live near Toronto. The items both cost under $25 CAD, and they charged me $10 shipping on top of that. I thought I was paying the $32.75 Canadian total charged to my card. Shipping took around two weeks, then I get a scummy email from EZ CLEAR who held my package hostage until I paid $14.80 CAD for my package to be released to canada post. I wish it was handed directly to Canada post to deal with customs, as they would have either not charged me at all or only charged $1-2 (most likely not at all). I ended up paying over $46 for items worth under $20 Canadian... scam website, I will NEVER order again. The experience wasn't too bad and my package was fully tracked. My items were only wrapped in paper, however and it was a sloppy package. If it wasn't for EZ CLEAR, I'd be a very happy customer making another order right now. I'll be waiting for ulta to bring back shipping to Canada, heard cult beauty is using the same trash scam customs collector. Ignore reddit reviews I'm sure the company wrote them all up, they charge about 80% of how much your items are worth as customs. This "EZ CLEAR" should be illegal to conduct business in Canada. Shame on you, beauty bay. STAY AWAY FROM THIS COMPANY!

Cannot easily return items. Seems like a scum - talking to automated customer service now for over an hour to return an item worth 70 EUR. Avoid. No customer focus here.

Made an order for over £100. Never received it.
Contacted customer service who told me there's nothing they can do.
Avoid at all costs.

Placed an order over 2 weeks ago with Express Delivery, but I am still awaiting the shipment. No reply via phone, e-mail, Twitter or contact form. This is a scam!

I placed an order on the 9th of May with tracked delivery, my friend also placed hers the day after. Despite both of us having identical tracking times she received hers 2 weeks ago and I'm still waiting. I contacted support 10 days ago who until today has given me NO ANSWERS, just 'closed off by their system', haha who in their right mind would display that message to their customers. They also make it very difficult to get in touch with their automated responses, conveniently blaming COVID for their LACK OF SERVICE. Looks like they are not very keen on giving refunds either. If you send them an email claiming your right to a refund cause you haven't received anything, you will be ignored! Find your products from another retailer and don't RISK wasting your precious money on this website, looks legit but IT'S NOT and you'll be in for a huge surprise if you need them.

Long story short. Beauty bay f*ckd me over! I ordered two items off their website, once it said that they emailed the items to me I had to wait 10 business days to receive my package. I waited the 10 business days with nothing so after waiting another 5 business days I emailed beautybay asking where my package was. They had me email them back and forth until they finally sent me a claim form. Once I got the claim form I had to go to FedEx to print it out just so I could email it back to them. After another few days they finally wrote to me saying I was going to get a refund on my original form of order. So I don't get my product I ordered for Black Friday which was on sale and I have to wait to get my money back, if I even get it back. I am so upset and frustrated, this was my first purchase from beautybay and I will never buy from their website again. I would also like to tell everyone not to buy from beautybay. Because now I am out product and I am waiting to receive my money back and I don't get anything for Black Friday, so thanks beautybay for being such a $#*!y company. You have lost a beauty lover and I will do everything in my power to let everyone know beautybay is a scam.

MAKE SURE YOU DON't NEED TO RETURN ANYTHING! I went through a lot of trouble trying to return merchandise that was wrinkled and had black paint stains on it. I had photos and they were very upset they weren't going to let me until I got my credit card company involved and said I would not pay for it. First they tried to off 20% off. Bags I couldn't gift to anyone or even sell who wants a wrinkled plastic bag or one with stains on it!
Finally they agreed to take them back and pay shipping back to UK. However they will not take anymore orders from me beucase I would not keep their defective merchandise I paid several hundred dollars for.

I recently made an order of The Ordinary and PTR products from the site. Even after a week when my order was not shipped, i contacted them for the same. I recieved an e-mail after 1 day, that my haul (order) did not import to their system (and they cannot do anything about it!) but they have recieved my money and so my case is escalated to their financial department and money would be refunded in 5 to 10 working days.
They said it must have happened because i typed more than 30 characters in a line in address column or wrote some latin characters. Though while adding address, there was no such guidelines etc on the web page.

When after 8 days, i did not get my refund, i contacted them again to cancel the haul and refund the money sooner. I got another reply next day that they cannot cancel my haul and 10 working days were still not completed, so i should not complain and wait for another 10 days!
I am disgusted by their attitude at handling the case and their extremely slow grievance redressal. I ordered on 8th of august and they have asked me to wait till 30th august now for refund of my money.

Earlier i had thought that i would make changes in address and make a fresh order on the site as soon as i get my money refunded, but as days are passing by i am feeling more and more disgusted at the pathetic site and will never ever order again from them and not recommend this site to anyone among my institute or family. I just want my money back.

A timeline detailing my horrendous week of Beauty Bay interactions.

9th July
I ordered my haul from Beauty Bay, adding extra items to reach the £60 threshold that unlocks free next day delivery. This order was placed specifically for an event happening that weekend.

10th July
I received an email from Beauty Bay letting me know the package had been delivered. It had not. I immediately contacted BB to inform them and seek guidance.
When checking the Evri tracking updates, the only update that Evri provided (no further comms after this date) stated:
Jul 10 12:47 PM. We were unable to deliver this parcel today unfortunately, this will be re-attempted within 24hours. EVRi
This was the only time that delivery was ostensibly attempted. However, I was home the entire time so the driver evidently never made it to the delivery address.

11th - 16th July
Frustrating is not the word to describe the BB customer services team's inept handling of the matter.
In short, they failed to provide any assistance to resolve the matter, explanation of why the package wasnt delivered, or refund when the item wasnt delivered in the week following the order.

17th July
Finally, a resolution. A generic response was received via email:
"I can see from your tracking your parcel is being returned to us after multiple failed delivery attempts. To get this resolved without delay a full refund has been issued. Please allow 3 to 5 working days for this to return to your account."

Multiple delivery attempts were demonstrably not made. Not even a single delivery attempt was made.

If you're going to outsource your delivery, make sure they actually do it. And if you choose a terrible partner, then don't make your customers pay for your poor third party selection.

This company - if it is at all a company - must have about the crappiest customer service in the world. Ordered a package on November 23, and today, 19/12 it's still not here, and most likely never will. Mailing them only results in non-constructive, not-helping-at-all standard copy-paste responses, which don't lead to any solutions at all. They keep saying I need to wait until 21/12 before they will even START to investigate this issue. Of course, that offers no guarantee any solution will come up. I needed this package as a birthday party that was yesterday. Of course, my package was not here. They promise 7-10 day delivery. "never delivery" sounds more like it. I tried calling them, got through to the switchboard, only to hear that customer services "does not have a direct phoneline". I mean, what kind of customer services department does not have a landline?! If all the rest wasn't already suspicious, this most certainly is!

I would advise everybody to stay as far away from them as possible. And to spread the word so we can protect others. This company cannot be trusted!

I placed an order early December and cancelled as it had not arrived. It is now March and after several emails, I have not received a refund. SCAMMERS

I started shopping on beautybay on 2018, the products always arrived so late in morocco. Starting march I have made an order and didn't receive it, I got a refund for that. Then again I was like it s ok, maybe it s because of the COVID 19 (knowing I purchased from other platforms in other countries and received my order during lockdown so early), I made another purchase and paid express shipping because I need it as soon as possible. It's over 24 days and I have received nothing for the second time in a row, I did send them an email after 10 days of not receiving the products, they answered and mentioned once I will receive my products I will receive a refund for the express shipping, but now after 24 days, this is just unacceptable especially as I paid extra to avoid this issue and I sent a request for a full refund! This will be the last time I shop for there, literally the worst out of all the platforms I shop in. If they have issues with the shipping company they work with for international delivery, they should fix it, until then, not shopping there at all!