Beauty BayReviews 254

Ordered my item 3 weeks ago and still not arrived. Tracking froze after a week. No help from customer service. No refund. Added a review on their website to help other customers and it was removed. Never trust a company that deletes low reviews.

I don't know what I was thinking. I ordered an eyeshadow palette from Beauty Bay to Alberta Canada and incurred a $13 shipping charge and then a $17 duties charge. Like wtf. The palette was $20 less than at the Bay but I should have just bought from the Bay! I'm so angry with myself. AND its taking 3 weeks to get my products. Never never again. Please do not buy from this website. Just walk across the street to your nearest Sephora or Hudson Bay!

Genuinely the worst online shop and most unprofessional customer support team I've EVER had to deal with. I bought a curling iron in January 2021, it stopped working in April 2021, and I sent it back to them for inspection as per their request (after numerous of emails and having to request information on the return process multiple times). We're now in September and this case is still going on. It's been taking months and at least 30-40 follow ups over email and phone from my side to request either a new curling iron or refund (no one was getting back to me and mind you, I also ended up paying for the shipment of the defect curling iron from Dubai to the UK which I also needed a refund on). They finally processed a refund in August 2021 however, not with the full amount (part of the amount was missing for what I paid for the curling iron). I started chasing them again and I've provided bank statement proof for them to see that they've refunded the incorrect amount, but still without any luck. I keep getting strange replies whenever I follow up, replies that are not even relevant to the actual issue that I'm following up on, as if the customer care representatives are not even reading my emails. It's been extremely frustrating and I won't ever purchase anything on BeautyBay again or recommend it to anyone I know.

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.

Made an order and it arrived fairly quickly. However one of the products The Ordinary Lactic Acid was opened. The packaging had wet patches and patches of cardboard that had been wet all over it. When I got the product out I realised it had been opened. It didn't even look the same colour as my other bottle I got directly from The Ordinary.
(It's a darker orange.)

I contacted Beauty Bay a week ago to make an complaint.

Beauty Bay never responded, absolutely poor. Will not buy a single thing from them ever again and I suggest anyone else reading this to do the same.

Purchased the mermaid pro-waver pink - useless in creating waves. Asked for refund told as its been opened can't do that and that I should have researched the product. Appalling customer service currently dealing with Trading Standards and requesting my money back from credit card company as very unhappy - POOR SERVICE DO NOT BUY FROM THIS COMPANY!

I ordered a pricy hair product. They sent the wrong item, not what I needed or paid for. It was difficult to find a way to contact them, when I was finally able to send email, with photo required as proof, they offered me a forty percent discount to keep it, or I will have to pay shipping costs to return and receive a refund. Such a ridiculous ripoff.

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!

They will not supply your order... the customer services will give you the runaround... When they do respond it is with gibberish and stupid question, but mostly you can expect them to blank you because they are busy trying to game review sites with fake reviews to make themselves look good.

I contacted these people, and all threw Emails... I sent 3 videos n lots of emails. The worst comany to get ur money back. All I wanted, is to replace it. But now I want my money back. The bank is investingating it now,. Do NoT Buy From them... They Suck... Im going to mail it back after I run it over. I even eat the money at this point. I would give them 100% BAD REVEIW...

This website is so bad to orders from. They're so bad at handling basic shipment & also for some reason charge an extra fee for no reason then claim it's not their fault even though I've shown them proof. If you have an issue they won't just fix it but rather drag it until you're sick of asking them.

The salon may look good from the inside, but the inside prices are very bad. They charge you a massive fee if you decide to cancel. They did not give me a heads up for the charge. They don't take a deposit which would make more sense if you decide to cancel, anyway look at the silly mistake they made, so they took a patch test and you are suppose to wait for 48 hours before booking an appointment and guess what... they allowed me to take the patch test and the following day which was my actual appointment... mmmmmm you know where this is going now. So just imagine I went for my hair color and ended up with a allergic reaction who would be responsible. If the company is professional they should at-least tell the customer if you cancel there will be a fee, literally took money out of my account without letting me know. I lost money for no good reason, even after providing them with facts they still didn't give up and say ok as you are new to our shop and it was your first time we will refund you the amount, even if they didn't want to refund me just take all the money from the cancelation fee, but don't make me pay more money for the hair cut, in the end I did my haircut because I lost most of the money anyway, so I ended up paying more, all they said it's not in our hands it's in the system. What a joke. I don't think I'm ever going to be coming back here again. The girls that are working here are very innocent they are just not very knowledgeable. The only person in the salon who maybe ok is humira herself. The haircut was decent only if they could have negotiated with my requirements which is such a shame otherwise I differently would have rated them with a five star. I'm very disappointed, I just hope they can change this ridiculous system and make it easy for the customer, because remember a customer is ALWAYS RIGHT!

Hermes left my parcel outside and it went missing. Beauty Bay refused to refund me saying they need to "investigate". Not sure why they were investigating as the pictures showed the parcel outside my front door. It's been 2 weeks and after countless emails still no refund. I've had to report them to my bank. Please avoid them- it's all fine until something goes wrong and you need to contact customer service. So many other beauty websites that provide the same products and better service.

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!

They put the wrong address on my package took two weeks to reply to my email any another 3 to tell me they lost my package. They obviously didn't give a $#*!. I got a refund for my order but no refund for shipping or the $35 in duty I had to pay. After asking them about this they rever replied. It's so sad because I was really looking forward to the products.

We ordered something november 2020 and expected it to take a little longer to arrive because of brexit and covid, we send an email and they told us to just track it. It's march 2021 and still no package! Again email send and now they tell us they can't do anything because of a 90 day rule? Why didn't they tell us in the first email?!
It's fair to say we are pretty mad and losing our patience...

I agree with the other experience that the customer service is diabolical!

When I was buying something I did not realize the shipping address until the moment I received the proof of purchase and saw the address. Without wasting time, immediately, I sent them an email - since there is no telephone service - and the response was quick but with no intention to help the client:

"We have requested to amend your order with the warehouse.
However, please kindly be aware that once an order has been successfully placed on site the warehouse work very quickly to process the orders for dispatch. Once the picking and packaging process has started an order cannot be amended.
This is a best endeavour request and we cannot guarantee that your order can be amended at this time."

I understood guys, however I am wonder: between receiving the email order verification, writing to them, and receiving this response, less than 15 minutes passed (I have the conversation of the emails). So I congratulate you for the speed of the service since I haven't seen in my 47 years any service so fast in less than 15 minutes: receive email, review the order data, search for the items, check before send, pack and send it to the destination.

How is it possible that within 15 minutes you can do all that? Are you kidding me? Also, there was no way to change the address because it was already sent?

I kept sending several emails to see how we can solve it since I do not live there anymore, besides the place is very far from where I am living now -but no provision to fix it, or the intention to find an alternative, anything!

Result: today I received an email confirming that my order has arrived at its destination -which means, at the previous address that I no longer live there, and I don't know who lives there now! Thank you for the zero solution, loss of money, and giving the order to someone that I don't know even who he is. You are diabolical!

If you have problems with your order then you are basically screwed.
I had an order delivered where an expensive exfoliator has spilt all over the parcel, leaving maybe 30% left in the bottle. Three other items were also missing.

I emailed several times over a week, spoke to 3 different people, every single one asked me to send photos and then never responded.

Eventually they offered me a 40% refund on the exfoliator which obviously isn't acceptable, and asked me to send photos of the box delivered, even though it was 10 days later.

At every turn they have been incredibly unhelpful and so frustrating it's made me want to throw my laptop across the room. I would stick with LookFantastic or FeelUnique, who are brilliant at customer service and offer similar deals and discounts.

Will never order from BeautyBay again, it's taken years off my life.