Beauty Bay

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.

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.

Ordered 4 months ago. I have written several times by email and using the contact form on the site with no reply to me, no refund and no product. DO NOT SHOP HERE you will be robbed.

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!

Been trying to through to this company after they got my order wrong. I have tried through various channels to contact them but not one response

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!

I have ordered on the 4th of april
It was due in 7 days... looks like im not the first to fall
So sad

I ordered product on 4/05 and was told 7 days but still have not received it but they already charged my card

They would not issue me a refund cause the items are sent already but tracking says it has not left dispatch.

I ordered something on 3rd May but unfortunately, due to a PayPal glitch it entered my old delivery address, I noticed immediately and went to fix. Usually this can be rectified with any company, oh but not Beauty Bay! There is no number or email for customer service and the chatbot is the most useless thing I've ever had the unpleasantness of trying to use. It would be easier to get more sense out of a toddler. Finally, the bot refers my problem to BB and they very snarkily tell me that they will try and cancel. Then later, they tell me it is cancelled (despite their website still showing it as active even today) and refund will be 24hrs. Then it became 48hrs, then 7 days and now I'm told to wait til the 17th. I doubt very much that I will have a refund on the 17th! I've opened a ticket with PayPal and I will spread the word about this thieving, lying company to anyone who will listen. Check out other reviews if you dont believe me. Beauty bay, if you think you can silence me, you're wrong! And I wont stop til you sort it out!

Stole my money, stupid customer service, don't reply to my emails, still haven't got a refund! Do not recommend. :(

Never received my package had to have my credit card go after this company. Stay far away from them.

Used Beauty Bay previously and they fulfilled their obligation to fulfill an order and its delivery was good. However, as with most companies that grow well, the service drops; I recently placed an order and paid an additional 4.70 for secure, tracked postage. The postage guaranteed 3-5 days delivery. I complained when the order hadn't arrived after 14 days. There was daily communication over about 6-7 days; they were great at responding but didn't really read my points, just kept being polite and saying it was out of their control. The address was correct but BB believed the courier when they said it was not correct. Eventually, after 23 days I stepped in and went to the courier office who confirmed that the address was correct and they didn't know why it wasn't delivered earlier. Due only to my intervention, I received the item on the 25th day after ordering! Not acceptableBeauty Bay had dispatched the item on time but then seemed to think it wasn't their duty to ensure it arrived with me in time. They did refund the extra postage when I insisted on it but they should have simply dispatched a 2nd item and send it to me Express delivery whatever the cost to them. There was tracking evidence that proved I had not received the first item. Too much of my valuable time and trouble to bother again. In future I'll order everything from Amazon who are consistently super efficient in every way.

Don't buy anything from this beauty bay company. If you want to waste your money and time then go for it. You never received your product.

I ordered a Christmas gift from Beauty Bay - my first order from them. When it showed as delivered but I didn't receive anything I sent an email and explained. Each contact has taken 24hrs or so to get a response - and all have been rude and unhelpful. I think we've all had this happen at least once before - usually a store corrects it quickly and easily... this was NOT the case here. They emailed a list of questions, all basically asking me if I checked my mailbox (and similar) for the package (DUH), when I responded curtly that I had, they sent the list back again and said I needed to answer EACH ONE before they would escalate.
Frustratedly, I did so.
When I mentioned this was a Christmas gift, ordered at the beg. Of Dec with plenty of time to arrive - they didn't care. Barely apologized for the issue and said they couldn't do anything for me other than file a case with the USPS. *eyeroll*
So apparently I'm out $40, don't have a Christmas gift, and am waiting on a decision from the USPS - and then maybe Beauty Bay can finally help.

This is ridiculous. I've emailed twice since hearing this - to let them know what horrible customer service they have... they've never responded. I also think its been too long now to contact my bank - so they've successfully scammed me.
Will never use again.