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Business Profile

Cosmetics Sales

Bluemercury, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cosmetics Sales.

Complaints

This profile includes complaints for Bluemercury, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Bluemercury, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 17 total complaints in the last 3 years.
    • 7 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/14/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Dear BBB Officer, My name is *****,  and I would like to file a complaint against Blue Mercury. Long story short: they sold expired products to me, TWICE. Long story in detail: I bought a bunch of stuff from them, two of them are "************* Blemish + Age Defense", which I have used a lot before this purchase. Due to the overwhelming hassle with them, I am not quite sure about the order number, but I think it might be "ORDER NUMBER #******* confirmed on Nov 28th, 2023" under the name of ***** ***. What happened was that the two boxes looked super old (think of those old yellowish photos) and dirty (you can see the black stains), so I immediately looked up the batch number, and found it was made in 2021, very close to expiration... I called Blue Mercury, they ran a check, and viola! it was already expired!!! So they sent me some compensation, and promised a replacement -- sounds like a happy ending, yeah? But oh no! Today I received their replacement, and god could you believe it, it looked even older and dirtier!!! I ran a check, and both of them are already expired!!! Now, problem is, everytime I needed to talk to them to fix it, it costs me at least 1 hour on the phone + all the hassle to ship the package. I want this to be over, I want closure. This is not how they should do business, sending customers expired skin care product, TWICE. I kindly ask you to help me look into the matter and see what is wrong with them, My request: their apologies + compensation as they see fit, but most importantly, PLEASE send me the products that are not EXPIRED! I don't care about $10 coupons, I just need to use the product... please. Thank you for bearing with me, dear BBB officer, I have my full trust in you, and you have my most sincere gratitude. Best, ****

    • Initial Complaint

      Date:10/18/2023

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I returned an order on September 27, 202 the return was on the above date still waiting for the credit on my account. I have emailed them serval times with no avail.I have a copy of the return from *** that this order was received, I try to cancel it the same day I ordered it and they ship it immediately the same day.

    • Initial Complaint

      Date:10/05/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased this item and the company stated it would make a big noticeable difference immediately. I used it for two weeks and nothing. Not one ounce of difference with my puffiness. I called and they said to send the email to support. I sent numerous emails and the company told me to send the product back so they could refund me. I sent it back and they never refunded. I emailed again and they did not refund me. They keep sending me around in circles, now stating they don't see the product returned, etc. It was expensive and false. I would like my money back and appreciate them standing behind their products instead of not honoring the products that don't work.

    • Initial Complaint

      Date:06/30/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Saturday June 3rd 2023, I placed a Bluemercury order for $4,400 dollars. Order number is *******. Never received my package from them. The *** tracking shows as "unable to be delivered, and disposed of according to local guidelines". *** tracking number: ****************** I called BM and they told me to wait 10 business days for a *** claim. Not sure why I am having to wait for a refund, considering *** disposed of the products, and it's clearly their fault. And I have waited over 30 days for a response at all, not just a refund. No *** claim takes over 30 days. I am out $4,400 dollars and with nothing to show for it. Do not shop out at Bluemercury, they will rob you blind and then offer terrible customer service to show for it. Never again will I deal with this company.

      Business Response

      Date: 08/22/2023

      We have addressed this matter with the individual. 

    • Initial Complaint

      Date:12/14/2022

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      order number is *******, they marked my order as shipped and gave me a *** tracking number ****************** , and then they immediately canceled that shipment, i understand that something might happened and they have to cancel my order, but they refuse to refund me! I will try here first before dispute credit card.

    • Initial Complaint

      Date:10/24/2022

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Order 2 items on 9/22/2022 was not delivered until 10/10/2022 which I refused delivery as it had taken over 3 weeks to even receive. Of course they charged my credit card immediately $209.56. I emailed them several times, each time getting a new c.s. person Never getting any resolution. Two weeks in,, I asked them to cancel the order, they did not and let it continue to process. I just want my money back! This is now over 30 days!!

    • Initial Complaint

      Date:09/04/2022

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The company advertised free overnight shipping. I have now waited 5 days without the order shipped. Upon inquiry into the status of my order, a shipping label was created to appease my complaint but the package has not actually been shipped.

    • Initial Complaint

      Date:07/28/2022

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Bluemercury was offering "gifts with purchase" of substantial monetary value ($127). Because I was buying items that are never discounted, this offer swayed me to purchase through Bluemercury rather than other retailers. After I had completed the purchase, I received an email saying that my gift with purchase had been "refunded" (i.e., $0). I complained to Bluemercury at this point, as it seems that they had made the "gift with purchase" offer without any intent to fulfill it. They countered with an offer for another similarly-valued gift (worth $125). I accepted this offer. After receiving a receipt for this exchange, I again receipt an email saying that my gift with purchase had been "refunded" (again, $0).To me, this is clearly fraudulent. They have made gift offers of significant monetary value that would sway any reasonable consumer to purchase through them rather than competing retailers without any intention of following through on those offers.

    Bluemercury, Inc. is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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