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Horrible, possibly non-existent customer service. I purchased a concealer and it is extremely thick and dry, even though I use a tiny amount and my skin is oily. I also sent them an email to ask about something else, and received a generic robot reply that didn't even answer my question. Very shady that there is no location or more information about this company on their website, not to mention there are so many reviews on the site, of course all excellent, but I couldn't post a review to share my opinion after my purchase. Where are these reviews coming from? I don't recommend Beautycounter.
The wand applicator tip fell off the wand applicator rendering the product useless. This is the second time this happened. The first time, they replaced the item. This second time I requested just the wand applicator and was told they would not replace the wand.
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I accidentally placed an order for the wrong product and called immediately (within minutes) to cancel. They would not cancel it. I was told that if I don't want the product I have to wait for it to be delivered to me (ETA 6 days from now) and then return it. I adore clean beauty but not at the cost of service. For this complete lack of service, I couldn't imagine ever using BeautyCounter again. I will order Amazon Aware products instead-just as clean and actual service.
I purchased this sunscreen called Countersun from Beautycounter in July 2021 and used it three times after finishing my older sunscreen. Then I didn't pick it up until after the 60 day return period was up. The can's weight indicated almost full, but NO product would come out. I was not able to return it, so I proceeded to look for a way to review on the site, and there is none. Then, I tried to write a review on Beautycounter review sites. They were all positive reviews, but no way to add my review. Finally, I came to this site because it was the only way to review this product. I feel robbed and will never buy from Beautycounter again.
First time purchasing from this company but so far very happy with their customer service. I ordered two items one was damaged upon arrival. I quickly put in a request and it was answer within mins. They apologized no questions asked and my new replacement item is on its way!
I’ve been purchasing Beautycounter for a few years now and slows purchasing more products. Outside of the spray on tinted sunscreen I have really loved everything I purchased. Side note on the sunscreen it stains clothes and if it gets on the floor is very slippery. Just don’t buy it no matter how good it sounds. One of the moisturizers was recently repackaged into an airtight container. Two issues exist with this, one you can’t tell how much is in it at any point and two when initially packed it can get air bubbles that prevent the cream from dispensing. The first is a fairly easy fix, or so one would think, order two and always have an extra one ready. The second one they now have instructions on the box about, you need a paper clip, not provided, to poke into toe small holes in the bottom of the container to help release the air. The first 3 times this worked, after a few attempts and I was able to use the moisturizer, all be it frustrating.
However, on the fourth container after multiple days of trying with no luck I called customer service assuming they would send me a replacement. I mean it’s a $60 thing of moisturizer that can’t be opened. Well I was wrong. You see while trying to solve that first issue and buying two I had now surpassed the 60 day return/refund period and according to Beautycounter there is nothing they can do for me. So now I toss a full, unopened, $60 container of moisturizer in the trash all because they have a ** design for their dispenser. I’ve also requested a refund of my $29 membership renewal for this year. Seeing as I haven’t bought anything since renewing and clearly won’t be purchasing anything further from this company I don’t see why they should get to steal another $29 from me. At this point I have little faith they will choose to refund my $29. As I’ve stated, they do not care about their customers, just profits.
I typically never leave negative reviews but felt compelled to about this company. I had a horrible skin reaction to their products which have left many scars. I stopped using the product in January after realizing my skin was not getting 'adjusted' as they claim or better but rather, so much worse. My skin was dry and has always been sensitive but I started getting major breakouts and scarring and was convinced that if these products did not work, I would be getting a FULL REFUND.
I stopped using the products in January and still have these horrible scars from the acne it caused. I returned the product expecting a full refund but instead I got Product Credits for the shipping cost - when I called to explain that obviously I would not be using the Product Credits as my skin did not do well at all with their products, they told me they could not help and could not return my shipping cost.
I had also purchased their Band of Beauty membership which came with a free gift, I returned this as well but was not refunded the $30 (this is written in small font somewhere on the site) but on their Refund Form they send to fill out, it states 'If your entire order is returned, we will refund up to $9.95 of the shipping and handling fees you paid.' It also says 'return Free items received'. So I returned everything including the Free gift thinking this is what I needed to do in order to get a partial refund (it cost over $16 to ship everything back to them!), only to find out they are not refunding the $30 for the Band of Beauty and free gift and are also not refunding the shipping but rather gave me product credit for $9.95. This is absurd and horrible customer service for a company who claims to want to change the industry for the better. :( I am truly so disappointed.
I went to their website and chose two items and signed up for that membership and for some reason it didn't seem like the PayPal went through so I went back in and ordered again. Only this time, I just ordered one item. Then I thought, let me just double check and went to order entry and both orders were there. Chat was the only way I could find to talk to anyone, so I told them what happened. They said they can't cancel the order, I have to wait until it gets delivered and write RTS and refuse shipment. The other order, with the membership on it, I could go to my email and click on decline and that would void the order. SO I go to my email and click on decline and it gives me some bogus error message leaving you only one option to accept. OH HECK NO! I exited the email and contacted PayPal. I read someone else say they didn't send products and wouldn't refund. Have a feeling I'm in for a fight.
I bought the lip conditioner duo set at the end of October as a Christmas gift. Within two weeks of opening the lip conditioner, mold started growing all over the top. I tried to scrape it off and keep using it but it came right back. When I contacted customer service, they told me that it was outside the 60 day return window and they could not replace my items. I tried to explain to them that it was a Christmas gift and hadn’t been opened until the end of December. That didn’t seem to matter to them which is concerning. Having mold grow on top of a lip conditioner scares me to continue to use their products especially if they don’t stand by them when they are defective.
I am a high school teacher. One of my student's mothers apparently got brainwashed into selling BC. I finally relented because my student kept "reminding" me to purchase BC. I thought it was in very poor taste and felt pressured to buy. No joke. I wanted to support the mother and purchased a number of items, including the limited time Jewel tone eye cream set of four that came out over the holidays. Absolute garbage product: no true color to the cream-based eye makeup, doesn't last, smears off and is just a mess! Eyes itch from using to boot. I've purchased better makeup from the dollar store. I will NEVER purchase makeup from these guys again. The collagen face cream is decent but otherwise, their makeup is junk. Better off buying Burt's Bees or Mineral Fusion line from Whole Foods (where you can just walk in and return it if it doesn't work).
Beautycounter author review by Jessica Assaf & Alexis Krauss
Founder Gregg Renfrew started Beautycounter after she learned about the beauty industry’s lack of regulations. Beautycounter empowers consumers by offering them to join the company as a Consultant.
Beautycounter safety promise: Beautycounter is one of the few companies in the world to actually test their products for safety before they go on the market.
Mission-driven: The company’s mission is to get safe products into the hands of everyone.
The Never List: Beautycounter has banned more than 1,500 ingredients from their products and is setting a new health and safety standard for consumers.
Beautycounter Company Information
- Company Name:
- Year Founded:
- 2803 Colorado Avenue
- Santa Monica
- Postal Code:
- United States
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