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Business Profile

Cosmetics Sales

Juvia's Place

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cosmetics Sales.

Complaints

Customer Complaints Summary

  • 77 total complaints in the last 3 years.
  • 6 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/09/2025

    Type:Delivery Issues
    Status:
    Answered
    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 3/30 I put in an order for the double bronzed duo in the color dark and the blushed duo volume 5. The company switched my order and sent me 2 blush Duo volume 1 on place of what I originally because it was out of stock. The website did not reflect that they were out of stock nor did they advise me it was out of stock!

    After receiving my package I noticed that I had the correct blush but they sent me 2 blushes I did not order. I contacted the customer support email to advise that I did not order the volume 1 in which they told me it was my accident on my end that I ordered the wrong thing abc since it has left the warehouse they can’t do anything about due to their no return policy.

    They have not contacted me since and have ignored my emails.

    Business Response

    Date: 04/19/2025

    Thank you for reaching out. I’d be happy to clarify your order details.

    We’ve reviewed your transaction and can confirm that the following item(s) were selected and successfully submitted at checkout:
    (2) Blushed Duo Blush - Vol 1
    SKU: 1001611

    (1) Blushed Duo Blush - Vol 5
    SKU: 1002330


    Please note that all items added to the cart and confirmed at checkout are selected by the customer. Our system processes orders exactly as entered at the time of purchase, and any additional products or services are displayed and require manual confirmation before the order is finalized. The same order will be shown after purchase in the confirmation email sent to you.

    We understand that it’s easy to miss certain details during checkout, so we’re here to help clarify anything if needed. If you believe there may have been an error or would like further assistance reviewing your order summary, feel free to reach out—we’re happy to help.

    Thank you again for your order and for choosing us. 


    Warm regards,

     

     

  • Initial Complaint

    Date:02/05/2025

    Type:Delivery Issues
    Status:
    Answered
    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 placed an online order on 12/18/2024 and was charged in full. Upon receiving the order, I noticed not even half of the products I ordered were sent. When I reached out to customer service, they offered me credit for ONE of the items and didn’t address the $75+ of other missing products. Then they just stopped responding so I’m filing a fraud charge with my bank.

    Business Response

    Date: 02/08/2025

    Thank you for bringing your concern to our attention. We want to assure you that we are actively working to resolve the issue you raised regarding the missing items from your order.

    Upon investigating the situation, we found that one of the items in question is unfortunately unavailable. However, we have already reached out to you to discuss the possibility of replacing it with a similar item or alternative shade. We are committed to ensuring your satisfaction and will be happy to proceed with this replacement once we receive your confirmation.

    In addition, we will promptly replace the remaining missing items as soon as possible. We sincerely apologize for any inconvenience this may have caused and are doing everything we can to resolve this to your satisfaction. We apologize for any delays in response due to our backlogs from Black Friday and Cyber Monday. Rest assured that we are working on this and you will not be left behind.

    Please let us know how you would like to proceed with the replacement option, and feel free to reach out with any further questions or concerns. We appreciate your patience and understanding.

  • Initial Complaint

    Date:12/16/2024

    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.
    Placed an order on Thurs, Dec 12th, attempted to cancel order on Sun, Dec 15th. Order was during a major sale and was only around $35USD. Customer service Agent Mari said my order couldn't be cancelled because it was too far into the "processing stage" to be cancelled. It had only been one business day, Juvia needs a 3-5 days to process orders and the agent said that they had "a high volume of orders" which actually meant processing times were more like 5-10 days. I sent Agent Mari screenshots of the FTC regulations that clearly state when a customer requests a cancellation prior to shipment, you MUST PROMPTLY cancel the order and issue a refund. Agent ignored what I said and insisted the order couldn't be cancelled because it was processing. I did threaten legal action and sent the agent screenshots of the FTC's definition of shipped which is when a package is in the hands of the courier for delivery and specifically NOT when a package is still being processed in the company's facilities. Agent blatantly LIED and attempted to mislead me by saying my order was "preparing for shipment" therefore it was somewhat technically "kinda" shipped. I also pointed out that the company does not have ANY means for easy cancellation, no buttons, no nothing on their website and the FTC ALSO states that business MUST be able to cancel an order without having to contact "virtual representation", which I had to do. So Juvia's Place is violating more than ONE FTC regulation and refuses to do anything about it. I have filed a complaint with my Attorney General, the Attorney General in New Jersey where Juvia's Place headquarters resides, a complaint with the FTC and next a chargeback with my credit card company. Ridiculous, fraudulent company. File with the FTC. They are the ones that will investigate and take legal action on behalf of customers!

  • Initial Complaint

    Date:02/09/2024

    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 PLACED AN ORDER WITH JUVIAS PLACE ORDER WAS 'DELIVERED' BY THE POST OFFICE BUT I DONT HAVE MY PACKAGE BECAUSE IT WAS STOLEN ...***** ADVISED ME OH WELL WE DID OUT SHARE GO FIGHT WITH **** ...THATS IT THATS THE RESOLVE

  • Initial Complaint

    Date:01/30/2024

    Type:Product 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 several items from them but upon checking out, apple pay changed my shipping address without me realizing it. I reached out and they offered me no help. I paid $17 each to have my 3 packages intercepted and sent to the correct address. Yet, somehow one of my packages returned to them. I reached out to let them know that I would like a refund at this point because I have paid a large sum of money and just can’t seem to receive my item. They insist that I either pay to have the item reshipped or accept a store credit, minus shipping and handling, to have it reshipped. This seems unfair to me because I paid full price to have it shipped and I had no clue what apple did. I either want my items reshipped because I have already paid to have it shipped or a refund.

  • Initial Complaint

    Date:01/19/2024

    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 #******* paid extra money for expedited shipping to receive my products in 2 days. It has been 10 and there is no status on my items. They sent emails claiming to have shipped it 2x but when you track it the carrier still hasnt recieved the product from the merchant

  • Initial Complaint

    Date:01/11/2024

    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.
    Date if transaction was December 20 2023 I spent ******. Its January 11 2023 I still havent received my order. Either I want my order soon or a refund.

  • Initial Complaint

    Date:01/10/2024

    Type:Product 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.
    This company stated that my package was shipped out and provided me a tracking number, the tracking number is not accurate, Ive called both shipping companies and they have no such package. I paid for these items and I should receive them. Theres several complaints on this site about this company and yet they are still in business, WHY!? I would like my money back ASAP, there is no phone number for the you to call the scammers just an email which is not from a valid source, the same person responds to my question yet no package shipped out.

  • Initial Complaint

    Date:01/04/2024

    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 placed an order on November 14, 2023. Order # ******* I have not received my order as of todays date.I have reached out to the company several times to no avail.I love the products and have never had a problem with my orders in the past.I am very disheartened about this experience.I expected at the very least better communication.I have been a customer for several years.

  • Initial Complaint

    Date:12/20/2023

    Type:Product 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 placed an order November 16 2023 on their website. The order number is *******. On November 26 the tracking information said they attempted delivery but no one came to my house. I was home all day. I contacted the company on Instagram on December 19 2023 and they are refusing to give me a refund despite the fact that the products were sent back to them. They only offered me store credit or to reship but want me to pay again for shipping when I already paid 21.50 for shipping. It is not my fault the package was sent back. The system says I was notified it would be sent back but I never got any notices. This is not my fault. I do not want store credit because as an international customer I would lose most of that in shipping costs plus the conversion from u.s dollars to cad dollars. It does not make sense. I want the products but it is not fair that I have to pay to have it reshipped therefore I want a full refund.

Juvia's Place is NOT a BBB Accredited Business.

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