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BeautyCounter

1733 Ocean Ave, Santa Monica, California, United States, 90401-3223

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BeautyCounter Reviews (%countItem)

Failure of Beautycounter to timely respond and adhere to their refund policy after receipt of three return orders worth over $400 in refunds.
Beautycounter has a 60 day full refund policy for all orders. After trying multiple products and product lines, I confirmed that the product was making my face very irritated and requested refunds of all products I had that were eligible within that 60 day return policy. I promptly requested the returns via my account on their website and mailed them back. I had four different returns, consisting of multiple products.

Returns and tracking are listed below:

1. *** - only one I've actually received refund for. Delivered on 4/17/2020

2. *** - delivered on 4/17/2020 (same date as order 1), no refund or confirmation on refund timing (but beyond 10 business days); ***

3. *** - delivered 4/24/2020, no refund or confirmation on refund timing, this is at 6 business days, but due to Order#2 I'm doubtful I will receive any communication on this; ***

4. *** - delivered 4/24/2020, no refund or confirmation on refund timing, this is at 6 business days, but due to Order #2 I'm doubtful I will receive any communication on this; ***

The first return was refunded, and issued product credit much to my dismay for part of it and refunded the rest to my original payment method. I do not want any more of their products so this will go to waste.

The second return was received via tracking on the same date as the first but has yet to be refunded.

The third and fourth returns were received on 4/24/2020 and I have received no communication on when these will be refunded to me.

The last correspondence with a representative via email was on 5/1/2020 at which time she asked me for the tracking numbers which was a bit disappointing, given they issued the return authorization and tracking.

It has been over 10 business days for the second return, with no refund, and 6 business days since the third and fourth returns were received per tracking. They refuse to respond, and I refuse to call them as I want written documentation.

I'm so very disappointed in their customer service and inability to adhere to policy set forth on their website. I responded to the request and provided all four tracking numbers. I have not received a response since, and they have customer service hours on both days of the weekend per their website.

They are holding my refunds hostage, and given this trying time, it's a slap in the face to a customer who has spent hundreds trying their products in the hopes that my adult skin problems would finally clear. I want a full refund of all of my returns, including the Band of Beauty membership they touted. I've never felt so robbed and insulted by a company in my entire life as a responsible consumer.

Desired Outcome

I want full refunds on all of my returns immediately, including any original shipment costs, via a direct deposit back to the original form of payment. I want my Band of Beauty membership fee refunded as well as an act of good faith due to the terrible customer service and failure to follow their own publicly posted policies on customer service and refunds.

Customer Response • May 19, 2020

The business FINALLY issued my refunds. Their customer service is still severely lacking and now I'm stuck with product credit I won't use.

Order *** my account marked as fraud charged for product that never shipped. Locked out of account. Called twice to resolve no avail
I noticed strange email traffic from Beauty Counter after signing up to become a consultant.
I called and found that they marked my account as fraud. Customer Service had no further detail and informed me a supervisor would call next day (10 JUL 2019). They charged me *** to my business MasterCard for a product they never sent. I do not understand why this happened and just want a refund at this point. They are committing fraud by stealing ***. I request full amount refunded immediately. Order

Desired Outcome

I request full amount refunded immediately ***. Order

BeautyCounter Response • May 18, 2020

This issue has been resolved consumer received refund august of 2019 we did indeed flag account for suspicious activity based on him disputing charges.

Customer Response • May 27, 2020

(The consumer indicated he/she ACCEPTED the response from the business.)

Beauty counter is tryng to scam me out of $200
I ordered several items, order ***..its been over a month now and I have told beauty counter over 20 times I did not get my items becuase the box arrived damaged and all items were missing. .they told me they would refund me...its now been over a month and they still have not refudned me back the $204.00 I was billed

Desired Outcome

refund back to credit card for the $204.00

BeautyCounter Response • May 18, 2020

This issue has been resolved the client did receive refund in November of 2019

BeautyCounter Response • May 18, 2020

This customer did receive their refund and and apologized for any inconvenience.

Customer Response • May 18, 2020

This issue has been resolved customer did receive refund approximately 11/2019

Refusing to deal with a fraud issue.
Fraud

Desired Outcome

Refund for fraudulant charges.

BeautyCounter Response • May 18, 2020

This consumer purchased products then reported the charges as fraudulent however a resolution was created and money was refunded.

Customer Response • May 27, 2020

(The consumer indicated he/she ACCEPTED the response from the business.)

Beautycounter online retail overcharged my sales tax rate by double and I attempted to resolve the dispute with them.
On 1-8-19 I placed an online order with Beautycounter, a LA company. The sales tax rate they were charging me was twice the correct rate for my ZIP code. I online chatted with ***. who was not helpful in resolving my concern, and during the chat (of which I have a transcript), *** informed me that Beautycounter charges sales tax on sale items as if they were being sold at full retail. WHAT? I have never had a retailer do such a thing. I have had now three communications with support at BC and have basically been told that is what they will charge for sales tax and they hope I like my products. No attempt whatsoever to resolve the issue.

Desired Outcome

I am only asking that they correct the sales tax percentage to reflect the accurate amount! I cannot imagine anyone wanting to pay the IRS more than they are legally obligated to!

BeautyCounter Response • May 18, 2020

OUr Sales tax issue has been resolved as we explained to the consumer the information was not given correctly to them

Customer Response • May 25, 2020

(The consumer indicated he/she DID NOT accept the response from the business.)
This response took nearly 18 months. Many months after my initial complaint I attempted to place an order with BC. At that time the issue was not resolved and they again overcharged the sales tax on my order. I canceled the order and have not ordered from them again.

I contacted the company because an order went through twice, and they refused to cancel one of the orders and refund my money.
I purchased a couple of items as a gift for a friend. When I submitted my order, I received a system error that my payment did not go through, so I re-submitted my order. I then received 2 confirmation emails with separate order numbers. I let my consultant know immediately - within a minute of receiving this email to see if I had 2 orders and she confirmed I did. She reached out to the company via online chat to explain what happened, and they told her that my orders had already gone to shipping because of the time of year, and they would not cancel one of my orders and refund my money. They informed her that upon receiving the order, that I should then write "return to sender" on a package and eventually I would receive a refund. I let my consultant know of my right to cancel an order within 3 business days, and the company offered me a $10 credit for future purchases. I emailed the company's *** so that I would have my complaint in print. This was 2 hours after I submitted my order. I explained that my order was submitted twice as a result of their faulty ordering system, and requested they cancel one of my orders and refund my money. I stated that I would not accept a $10 credit for wasting 2 hours of my time over a $43 transaction that should have still been in process. This occurred on Wednesday 11/21/18. On Friday, 11/23, I received two shipment confirmation emails for each order and I received a generic response on Saturday 11/24 that asked me to rate my *** and said "sorry for the delay - if you still need additional ***, please contact us." I rated my *** as poor and unsatisfied. I had the order shipped directly to my friend, since it was a gift, so now she will be receiving 2 shipments and will have to be involved in my refund process.

Desired Outcome

It would be ideal if they would just refund my money for one of the orders and let my friend keep both of the orders so she doesn't have to find a time to get me the package when she gets it and I don't have to send back the order and wait for a refund with no timeline given since *** refuses to respond to me.

Customer Response • May 18, 2020

I did eventually get my refund from the company

Several requests to cancel order after notification of delayed shipping not heeded.
Ordered three, pricey items from BeautyCounter August 12, specifically with almost two weeks lead time because I needed these items for a trip. Received mass email two days later that shipping was delayed due to a recent promotion. I emailed customer service several times, starting on August 14, to cancel my order, as I would not receive them in time for my trip. Despite an autogenerated response that promised a response within 24 hours, that didn't happen. Did not, in fact, get a response until August 20, that they would not be able to cancel my order, it shipped on the 17th -- five days after I had ordered it, and several days after I had asked that it be canceled. Upon my further protest, I was notified that THEY DO NOT CANCEL ORDERS. What sort of business doesn't cancel orders when the seller has defaulted on their responsibilities -- i.e., shipping in a timely matter? This is exploitive of consumers. I can return, but I shop online specifically because I have no time for shopping, as I work full time and have two children. I don't have time for returns. This is the fault of the company, not mine, and I gave them several chances to avoid this.

Desired Outcome

I want my money back. I don't have time to return these now useless items.

BeautyCounter Response • May 18, 2020

this issue has been resolved consumer did in fact receive refund in oct of 2018 as well as was able to keep items

Customer Response • May 27, 2020

(The consumer indicated he/she ACCEPTED the response from the business.)
Took a while but I did get my refund

Beautycounter is a great company! Whenever I have called the contact number, I've been able to speak with someone and get all of my questions answered. They are eco-friendly and are making safer products. They are creating change by asking the FDA to remove toxic ingredients from products sold to consumers within the U.S. and Canada. I highly recommend this company and their products.

After trying for exactly one week my face started burning and a rash developed. I used the rejuvenating line of balm, night cream, and serum.

Worst products I have ever bought! No substance or any thing special about this generic line of bland products. Cheap dollar store lotions in fancy jars. Company did not respond to my questions & dissatisfaction w/in the 72 hour timeframe allotted. Very unhappy. Do not waste your money.

Beautycounter has amazing products! I am very happy with everything I have received from them and they always arrive within a timely manner. I love that I have a personal consultant that takes care of me like she is family. If you are looking to purchase skincare and make-up that works better than store bought and does not have toxic chemicals in it, look no farther, this company is the best!

I have been a customer for over a year, no issues at all. So I joined as a consultant. Im even MORE impressed with what this company is doing. Great customer service, Certified B Corp, and partaking in so many ways to reduce our carbon footprint. Highly recommend.

1. Issued a product containing bacteria that had to be recalled.
2. On another product that I returned, they initially offered a product credit of less than half of the value of the product, even though the pump mechanism was defective.
3. Did not initially issue a refund for the tax for items returned.
4. When I finally got them to provide a return credit for the tax as well(after weeks and weeks of emailing back and forth), they will not let me use the return credit for the tax toward a replacement product, thus trying to force me to purchase a product higher than the value of the product I returned.

Desired Outcome

Billing Adjustment I would like a refund of the total product and tax of $199.03. I was at first willing to purchase replacement products with the credit, but they will only allow me to use $183 of that product credit, so I just want a full refund of $199.03 instead. This back and forth has gone on for weeks and weeks and taken a lot of my time. I have never seen an e-commerce company try to cheat their customers so blatantly with partial refunds and partial store credits and response times of one week or more.

BeautyCounter Response

Consumer *** was sent the total amount (combination of a product credit and product refund) in the amount of $199.03 via check on 7/1//17. This matter has been resolved.

Beautycounter recalled a product I purchased and would not offer me a refund.
On June 12, 2017, Beautycounter recalled its Nourishing Day Cream, which I purchased as part of a set. The cream has been found to be contaminated with a bacteria. Beautycounter offered a product credit in exchange for the consumer throwing the recalled product away. I am currently pregnant and am completely unwilling to try another product from this company, given the bacteria found in the recalled product. I asked the company multiple times for a refund, which went unanswered. I do not think it is fair to expect customers to accept a product replacement for recalled items that have been tainted with bacteria, and I think it is reasonable to ask for a refund.

Desired Outcome

I am asking for a refund of the value of the cream that was part of the set I purchased. I would expect the value of it to be somewhere near $40, given the price per ounce of the larger size sold online.

BeautyCounter Response

As requested by the customer, Beautycounter is refunding the customer for the full value of the Nourishing Day Cream, including tax and shipping, for a total amount of $55.00. She should receive the check in the mail in approximately one week.

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Address: 1733 Ocean Ave, Santa Monica, California, United States, 90401-3223

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