• ELF Cosmetics

2021 CUSTOMER CHOICE AWARD

ELF Cosmetics

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Overview

ELF Cosmetics has a rating of 3.85 stars from 238 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with ELF Cosmetics most frequently mention good quality, free shipping, and affordable prices. ELF Cosmetics ranks 2nd among Cruelty-Free sites.

  • Service
    36
  • Value
    39
  • Shipping
    34
  • Returns
    17
  • Quality
    40
  • Full refund
  • Free shipping
  • Price
  • $ $ $
Positive reviews (last 12 months): 35.7%
Positive
5
Neutral
0
Negative
9
14
See all photos

What reviewers want you to know

Positive highlights

Critical highlights

  • How is it that they can get away with taking money from people and horrible customer service?
How would you rate ELF Cosmetics?
Top Positive Review

“ELF Cosmetics has been a delightful discovery for me!”

Nyla R.
11/21/23

ELF Cosmetics has been a delightful discovery for me! Their products offer great quality at such an affordable price point. I've been particularly impressed with their primers and lipsticks. Although I find that some of their eyeshadows don't last as long as I'd like, a good primer helps with longevity. I love that they're cruelty-free and have a wide range of vegan options. Definitely a brand worth trying!

Top Critical Review

“Terrible customer service”

Emily M.
1/3/24

I had a terrible experience with their customer service department after my order showed up with missing products. They were not able to refund me or offer to reship the products. I won't buy from them again and wouldn't recommend them to any friends after their customer service team was rude and was unable to address the missing products.

Reviews (238)

Rating

Timeframe

Other

Reviews that mention popular keywords

customer service (36) elf cosmetics (16)
Thumbnail of user emilym2133
1 review
0 helpful votes
January 3rd, 2024

I had a terrible experience with their customer service department after my order showed up with missing products. They were not able to refund me or offer to reship the products. I won't buy from them again and wouldn't recommend them to any friends after their customer service team was rude and was unable to address the missing products.

Tip for consumers:
I requested to be put in touch with management of the customer service rep and was ignored multiple times.

Products used:
I was missing products

Service
Value
Shipping
Returns
Quality
Thumbnail of user lisad3399
1 review
0 helpful votes
January 22nd, 2024

Worse customer service. They do not accept exchanges. All products made in China and not up to USA standards. Customer service does not respond only email.

Tip for consumers:
Unethical business practices reported to attorney general and BBB.

Products used:
None

Thumbnail of user odessal4
1 review
1 helpful vote
December 3rd, 2022

Just bought from them the Black Friday deal and it was supposed to be forty percent off. They overcharged me and didn't send all the products. In total I got 6 lip products and was charged 50.00 dollars. I should've just gone to the store! Have sent three emails and I get nothing but promos for discounts on prods. No customer service response. They better fix this or I am going to post this everywhere beginning with my 7k followers.

Tip for consumers:
Buy at store! You will pay less!

Products used:
I entered high end because I over paid. They didn’t send all the items.

Service
Value
Shipping
Returns
Quality
Thumbnail of user tiffanyb24
3 reviews
5 helpful votes
March 13th, 2024

This is the best primer in the market that I have found. Really great coverage for pores. Goes on smooth

Products used:
E.L.F primer

Value
Quality
Thumbnail of user samr199
77 reviews
47 helpful votes
August 7th, 2018

This brand is very affordable but some products really prove that it's worth the $1 because of how bad it is.

Thumbnail of user crysi9e
1 review
0 helpful votes
June 27th, 2023

I have been using elf for many years and I will no longer use their product. Product sizes are down to half to a quarter of what they used to be and yet the prices are astronomical. What happened to this company? Old product on the left new product on the right. Old product $3 new product 16 dollars. And I have seen it for as much as 20 dollars.

Thumbnail of user kimm9
14 reviews
69 helpful votes
March 23rd, 2023
Verified purchase

This is a very affordable line of cosmetics. I have ordered from this company several times in the past. I have never had a problem with any of my orders. They have a great customer service department if you ever have a question. The products they sell are cruelty free, and this company has integrity. I like they give you fre samples with your orders and offer discounts on your purchases. Highly recommended company and their products are quality made.

Products used:
Foundation, cosmetics, skin care

Service
Value
Shipping
Returns
Quality
Thumbnail of user marisat47
1 review
1 helpful vote
May 16th, 2022

The site is hard to navigate. I never received emails until I lodged a complaint. I bought quite a few products, two separate times and the service was the worst ever.

After many emails back and forth, they totally ignored my complaints.
Staying away from this company. There are other drug store cosmetics companies that appreciate you as a customer and offer better products.

Products used:
Make up

Service
Value
Shipping
Quality
Thumbnail of user robyng149
1 review
3 helpful votes
January 12th, 2022

I bought the Ride or Die lip balm (cheeky cherry) and can honestly say it tastes like old lady perfume. So I hit up Elf customer support to find out if I got a bad tube or something else was messed up because there is no way they meant for it to taste like this! They answered my first inquiry with a few vague paragraphs BUT they never addressed the lip gloss taste in question. I sent 2 more inquiries and have heard nothing from the company. Leads me to believe the company is $#*!e and I won't spend money with them again.

Thumbnail of user spamitall66
2 reviews
1 helpful vote
April 5th, 2023
Verified purchase

I have purchased many products from this company online and have accumulated many points, yet when I redeemed my rewards, I did not receive them. Especially the gift card for Walmart. And every time I emailed about not receiving the reward I was told it would be there shortly and it's been over a month. If you were looking to use your rewards, don't get your hopes up. I highly doubt I'm ever going to see it even after spending so much money on this website. It's really sad because I really thought the after spending so much money with them I would be able to use my rewards. Such a shame.
Mind you I have sent many emails. This is just a picture of the very last response on April 1 after sending the same response for a month.

Products used:
A huge assortment

Thumbnail of user angelab2762
1 review
0 helpful votes
March 22nd, 2023

I have to say that the commercial showing a celebrity receiving a gift package of the product line that causes everything she touches after applying the product to literally stick to anything she touches is NOT a ringing endorsement. It's actually stupid and I certainly am dissuaded from using the product if that is the effect it creates. DUMB CONCEPT. You do know that there are some intelligent people left in this world. Try to advertise with that in mind. Who would really want to use a product that has that effect

Thumbnail of user bethanyb226
1 review
0 helpful votes
August 23rd, 2023

"I believe it's important for all women to be aware of ELF (eyeslipsface)! The majority of products on their website are priced at less than $5, and they frequently offer special deals. Currently, they are providing free shipping for orders over $25!

One of my co-workers introduced me to ELF, and she has purchased over $30 worth of supplies. She claims that all of the products work wonderfully and that the shipping was swift. She's become quite addicted to the site, and I must admit, I've also developed a fondness for it.

What sets the makeup on this website apart is that it's not ""fake"" makeup, which appears appealing in its packaging but disappoints when applied. Instead, it's composed of high-quality substances.

I apologize if I've inadvertently gotten you hooked as well... :)"

Thumbnail of user dawnb1354
1 review
0 helpful votes
June 15th, 2023

I am a healthly 49 yr old. This product while gentle, has done nothing to improve my lashes. Will not purchase again. I hope others have different results.

Thumbnail of user karenw2075
1 review
2 helpful votes
May 2nd, 2022
Verified purchase

This website is a great choice if you're looking for good quality makeup at a low price. Awesome deals and rewards program! Earn points and redeem them for money off your order, free products, etc.

Tip for consumers:
Nothing, super easy to browse

Products used:
Cosmetics

Service
Value
Shipping
Quality
Thumbnail of user kims2513
1 review
0 helpful votes
August 23rd, 2023

I started using ELF in 2007 after reading a magazine article about a new company. I've never had 1 bad experience with service or products (in 16 years!) & was excited to see their products come to stores. I gave products to all my bridesmaids & bought items for friends to "spread the word" since they were so cheap. Today I logged in and could only view 1 of my past orders & none of my "favorites" (heart icon). I called customer service and a woman said I only had 1 order in 2022 and past order info was "all gone". I explained I've ordered online for years, and have ALWAYS been able to see all past orders + favorites as that's how I track the products/colors I use, including items I try out and determine I need a lighter/darker colors. She said she'd worked their 15 years and that "no company keeps that info". I asked if they changed systems (w/o telling customers) which would cause them to loose all past order info and if so that was kinda $#*!ty. She raised her voice, said she would not stand for me swearing at her and hung up. I called back and she continued to argue with me before saying she was blocking my number and hanging up.

To be clear, I called the situation $#*!ty (not her) because there was a problem on ELF's side (not mine) and the woman couldn't be bothered to help - isn't that why you call customer service? If ELF did somehow loose all order information older than 9 months I'd think ELF would want customer service employees to HELP customers figure out what items they want and take a new order, not argue and block customers from calling! I hope this is just one bad employee upset they were forced to answer phones today because ELF has done a fantastic job of growing from a tiny to a huge company and if I was the owner I would be pretty upset to learn that's how my customer service person handles phone calls.

Service
Thumbnail of user nanettee19
1 review
0 helpful votes
May 2nd, 2023

Worst ever under eye mask due to the red swollen splotches it left me with. In addition, the primer also left me with red swollen blotches under my eyes.

Tip for consumers:
I’ve bought makeup and face care products for 50-years and never run across something like this. There’s something in your products that don’t agree with my skin.

Products used:
I couldn’t use the mask or primer so I threw everything in the garbage. The red swollen splotches were horrible and painful. These products are not for me.

Service
Value
Shipping
Quality
Thumbnail of user mellye2
1 review
1 helpful vote
January 18th, 2023

Poor customer service and resolution with regards to issues with their products. Will not use again.

Service
Value
Returns
Quality
Thumbnail of user josih3
1 review
3 helpful votes
December 30th, 2022
Verified purchase

I am not impressed with the process of completing my order on elfs website. I had a $25 gift card I was going to use and an additional $5 off the website offered me. Although, to my surprise, It was not easy to find where to put this information in since I don't shop with gift cards or promo codes often. It was the ONLY drop down that wasn't extended fully in the payment part of the process, leaving it to not be seen, what's so ever! Once I realized there wasn't going to be another menu to put my codes in, it was too late. My order had already been placed. So, I look up how to cancel my order, email, and they tell me cancels cannot be made. What?!? I've seen this problem with so many brands and it is just infuriating. I love elf products but I am salty my whole order had to be payed for by me when originally it was going to be "free".

Thumbnail of user imnylarose
4 reviews
1 helpful vote
November 21st, 2023

ELF Cosmetics has been a delightful discovery for me! Their products offer great quality at such an affordable price point. I've been particularly impressed with their primers and lipsticks. Although I find that some of their eyeshadows don't last as long as I'd like, a good primer helps with longevity. I love that they're cruelty-free and have a wide range of vegan options. Definitely a brand worth trying!

Service
Value
Shipping
Returns
Quality
Thumbnail of user kylag26
2 reviews
1 helpful vote
August 14th, 2022

I am from Canada and did my research before ordering online knowing that it can take 3-4 weeks for my order to arrive. The day before my order was supposed to arrive, they emailed me saying it had a delay in shipping and will take another week! I waited 1 week for my order to ship and after it was said to be "shipped", for another week it did not notify me of ANYTHING or maybe it just didn't move at all. Now they're saying there was a delay. Absolutely disappointing. 3-4 weeks already takes enough considering the fact that I paid an extra $14 for shipping for it to come faster but all that gone to waste! Will not be ordering again.

Service
Value
Shipping
Returns
Quality
Thumbnail of user lisaq635
1 review
2 helpful votes
January 16th, 2023
Verified purchase

I have always been a fan of elf and their affordable product. Their customer service was so bad that I am completely turned off from the company. If you order from them, be prepared to wait way beyond the estimated delivery date with NO communication. You can't email them. You can't call them. Emailing them, you have to wait 2 weeks for a response with a different email for you to reach out to. Calling, you will wait an hour or more which I couldn't do cause I work fulltime. You can't cancel it, you can't inquire about it. I felt very frustrated and helpless. I literally thought I lost my money until I got the package randomly one day.

Service
Value
Shipping
Returns
Quality
Thumbnail of user mistyy16
3 reviews
0 helpful votes
January 28th, 2023

I really like ELF makeup and their 60% off sales are a good time to stock up. I've had so much bad luck with primers and foundation in my life and they are one if the only companies that agrees with my skin. They have great quality items for really discounted prices.

Products used:
I've used all their products.

Service
Value
Shipping
Quality
Thumbnail of user danielb3377
1 review
0 helpful votes
July 14th, 2023

I just bought the elf primer (power grip) for my birthday to make my day and it's auwfull I have it and it's feels super sticky and doesn't feel good at all in fact it feels like glue on my skin and it feels uncomfortable plus it doesn't smell the best

Service
Value
Shipping
Returns
Quality
Thumbnail of user kimberlyr1433
1 review
0 helpful votes
May 20th, 2022
Verified purchase

This is my all time favorite make up and (silly me) always bought it at Target because it was convenient. Little did I know you could just order direct AND it saves you money; I'm all in on always ordering direct now. The package came relatively fast but it was missing an item. I reached out to customer service a couple of days later to let them know and they got the missing item in the mail immediately, I mean WOW. There was no arguments, no making me feel like I was trying to scam them, nothing; just an honest apology and made it right. Hands down 10 out of 10 great experience.

Products used:
Eye shadow

Service
Value
Shipping
Quality
Thumbnail of user crissya2
3 reviews
1 helpful vote
February 7th, 2022

Elf offers affordable, high quality products that often rival some prestige products! What does Elf stand for? Eyes, Lips & Face! And has a huge range of products that are vegan and cruelty-free from complexion-perfecting foundations and concealers to ultra-pigmented liquid and powder eye shadows to cult-favorite face and eye primers to achieve a glam or natural look. The one product I love is the poreless putty primer. It includes squalane, which helps prevent moisture loss during wear, perfect for my dry skin. It has a velvety texture, so when I apply my foundation afterwards, it goes on smoothly.

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About the business

Buy professional makeup and beauty products at e. L. f. Cosmetics that are affordable for any budget. Cruelty-free makeup and tools with free shipping on orders over $25!

Business Attributes

  • Full refund
  • Free shipping
  • Value

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3.9
238 reviews
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