Beauty Bay

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.

Please never buy from this company. They sell their own brand items, which describes as absolutely amazing items. I bought hair care products, which resulted in hair loss and my be unable to brush my hair. I have emailed advising of the issue, and asking for how can i return it. THE company advised me to stop using product immediately and in next email said they not gonna accept return since the product is open.

I received an email saying it was delivered, but I never got it. Emailed the company and was told to ask all my neighbors (I live in an apartment building). I checked, got the log of deliveries from my building…and then the back and forth with customer service began. At least 3 emails before I filled out their 'form' correctly - which was nothing more that a few lines inserted in the email body. And now that there is apparently nothing left to criticize about the info I've provided, it has been absolute silence. I would NEVER order from them again.

I ordered goods worth £94 in December.
Still awaiting for the parcel
Dreadful customer service
This company is tell me there is no trace of my order even though I have screen shots of my order and money being taking out of my Barclays Accout
They fail to take accountability
Company needs to be looked at.
Happy to take money but don't deliver the goods

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.

Shipping took its sweet time and even when I finally received my package, they sent me two of the same eyeshadow palettes when I was supposed to get two different ones. Don't be deceived by the clean/professional/trust-worthy looking website, you'll have a much better time just ordering from Ulta or something. Don't waste your time. Thankfully I got a deal, so my order was only $23 so I didn't waste extra money on this website. If you want something cheap and you're okay with risking all of these things like prolonged shipping w/ very little updates, possibly receiving the wrong product, fighting w/ customer service, etc. then sure, go for it, I guess. Just don't be surprised if you end up regretting it.

Wish I would have done more research before ordering from Beauty Bay! Never received package and CS is absolutely no help. They want me to try to locate it, yet it's still in the UK & I'm in the states. Do yourself a favor and order from another site.

The worst company I have had the misfortune of ordering from online. There is no way to contact anyone and you will wait a minimum of three days between each correspondence. They send packages to the wrong addresses, it took over a week between payment for the order to even be confirmed, I could go on. It's fine when it's fine but they don't carry anything particularly special enough for me to warrant this kind of treatment. I would strongly advise anyone to considering buying from other companies that can protect your data and at least answer your questions within a reasonable time and can actually tell you where the items you've paid for are. Would never order again.

Placed an order and can't even get something as basic as an order confirmation! Seeing all those bad reviews about your shipping performance on the internet I'm starting to regret purchasing from you. I'm in touch with your CS already getting nowhere.
I've now asked for order cancellation, again, silence at the other end.

Update: ultimately items were shipped despite missing order confirmation.

Beauty Bay currently have more than £800 of my money that they took for orders that they cancelled immediately (refusing to provide any explanation whatsoever) and that I placed again using alternative methods of payment before I realised that they were being dishonest. They took it last week and told me that I will need to wait up to 2 weeks for a refund. There is no option to speak to anyone on the phone and their customer services email just provides the same $#*! about being sorry for the disappointment and allowing up to 10 working days to receive a refund. This is absolutely unacceptable when they've taken nearly a thousand pounds for a product that never even left their warehouse.

Would leave no stars if I could. Ordered Saturday for next day delivery (mother's day) and it's still hasn't arrived it's now Wednesday. Company claims they're looking into it. I've explained I don't want the product now it was meant to be a mother's day gift. Apparently nothing they can do at this point. Stay well clear of this scam company

Sent the wrong foundation colour to me.
Got in touch with them waited 10 days for a response been waiting over a month for my refund still no refund… keep emailing keep getting automated email back. Never buy from them again, beauty bay customer service are a joke.

My order was charged on December 14, but never received. I tried to contact customers service, they have a message about responding in 8 days. Well, they don't. 3 emails (after 8 days), no reply. Had to order again from another website. Beware

I ordered a palette 2020 12/24 (It's cost more than 30 dollars) and the haul says it's in my country but still in transit.(they said this at 2021 01/07) once I ordered an ordinary product which came in 2 weeks. I don't know what to do now, I write a letter to their email and to their twitter account.It's so much money for me and I'm so sad :(( (( I didn't get an email or anything about my haul(even I paid money for tracking)
This was the last time I ordered anything from beautybay, Never again.
I hope I'm gonna get a refund somehow...

I bought a Beauty Works hair curler for my daughter, chose this as it was supposed to work well with long hair. Not only did it not curl her hair, the product had clearly been used before as packaging was loose and included gloves were really dirty! Beauty Bay are refusing a return as they say I breached their returns policy by opening the packaging. I will be contacting my credit card company for a refund.

Going by all the horror stories here, it feels like I've been incredibly lucky, but I ordered a handful of times from them and I'm over the moon so far.
Even though they ship from the UK to my EU-country the delivery time is very reasonable every time: between 5 to 10 days. Contacted the customer service on 2 occasions and received a helpful reply within 2-3 days, so that's OK too.
Throw in their selection of make up that I have a hard time finding anywhere else and their insanely good eyeshadow formula (price vs quality unmatched) and I'm a very happy customer.
Nice little bonus: very often there's set-deals, free gifts or discounts.

I don't recommend this website to anyone, be careful! I placed my order almost 2 weeks ago, yet, I didn't receive my package! And they are charging me almost 20 USD for the shipping with 2 - 4 days after dispatch
Very poor experience,

They replied here by you can send us email! I have Send email no swift action or an actual help! Just Auto general reply…. The worst experience ever

Don't be fooled by company online free shipping or express delivery, I had the worse experience with my order
I ordered a express delivery and not only have not received after twenty days but also ended up to pay extra duty unpaid by this company

I placed my order over two weeks ago and have heard nothing since from the company. After contacting the customer service team, they told me they were having delivery issues for any orders placed after a certain date and orders may take longer as a result. My order, however was placed a number of days before this. When I input my tracking number into their website nothing comes up as though my order no longer exists. They have taken my money but give no response as to when I can expect my order. Fraudulent.

First of all I am from Europe. I ordered a couple of things from beauty bay 3 weeks ago and they arrived today. I must say that delivery time to my country was about 10 days according to the website and it took 12 days to deliver the products which I understand, given the whole pandemic situation. I was pretty satisfied with delivery time, HOWEVER their customer service regarding delivery issues is non existent. This might be a problem for some people whose orders are delayed. Also the packaging wasn't very protective (my products were fine though). Its a relatively soft cardboard box with the products wrapped in paper inside.
I have bought online from many websites and I have come across much better delivery services (asos, sports direct etc.) so I am putting a 3 star review here.

I ordered a palette from this website 3 days ago and it arrived today even though I didn't pay for express delivery. Free delivery, arrived quickly and the palette is great so I'm confused by the negative reviews. Maybe I just got lucky with this company but I would order from them again.

I placed my order a month ago or so, but after it appeared as despatched the carrier site showed no clue of the package even tho i paid for tracked service... i waited about a week then contacted BB... first an automated response is what i've got, telling me to wait 25 work days for it to arrive... i understand and had no problem waiting due to pandemic situation and also 'cause for me is truly rare to receive an international package in less than a month but as my request was just to know where my package was at, i responded that email and got an answer back a day after, now from an agent, telling me my package got lost in i'ts way to the carrier and as for that my money was refunded back completely including shipping... my advice is to don't overflow attempts of reaching them, just be as clear as it can be in your few approaches, and maybe it's easier to have a response. After a week my money was back into my account. Luck to all! ;)

Okay, the site is expensive and shipping takes a while, let's get that out of the way.
But if you're from Europe, this site is the only way to get certain items, as it's placed in the uk.
If you're from Europe, you can't buy anything over 22 euros outside of the EU without having to pay 30+ border customs, which gets annoying really quick.
If you're from the EU, this site is our solution to border customs, if you're from any other continent, there are better sites