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Business Profile

Beauty

Truly Beauty, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Beauty.

Complaints

Customer Complaints Summary

  • 30 total complaints in the last 3 years.
  • 11 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:12/13/2022

    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.
    Placed an order weeks ago. Gave me the run around multiple times as to why my order hadn’t shipped. Never got an email saying they shipped my order. Received tiny box today containing only one item in it and missing 28 items. Contacted business and they said they sent the rest separately. Still hasn’t arrived.

  • Initial Complaint

    Date:12/12/2022

    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.
    They are systematically and purposely inflating their reviews. When I decided to spend $170 on their products, I read the reviews. All glowing (which should have been a red flag). After I received and used their products and realized they are just overpriced, nice smelling junk, I decided to leave some reviews. I spent over an hour posting truthful but negative reviews on each item so others don't fall for their marketing like I did. They didn't post any of them because, according to their customer support, I needed to have a personal email inviting me to do so. I asked why they have the 'write a review' option on their screen (please see attached document). She had no answer for that....
    They claim they sent the feedback link 7 days after it was delivered on June 4th, but I have no record of that.
    Gmail does not delete any of my emails so I can confidently say I never received it.
    Please see attached document with screenshots. Their $270 VIP Collection 4.0 has 5,000+ reviews that "average" to 5 stars. When you look closer at the reviews, there are only 57 reviews with NO 1- or 2-star reviews. Their “hallmark” product, Unicorn Whipped Body Butter is "lotion" that is rock hard and doesn’t blend into your skin. Two 2-star reviews and zero 1-star reviews out of 1,313 reviews – statistically impossible. I tried to leave a 1-star review yesterday. Obviously it didn't get posted.
    I am not looking for my money back (although that would be very nice). I want their product review practices to be investigated so others don't fall for their misleading reviews.
    Thank you for your time!
    *** 

  • Initial Complaint

    Date:12/04/2022

    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.
    The company has blocked my order to track from the website and customer service will not give me tracking information. They claim they are still processing the order even though I already received 2 items. I am still awaiting approx 15 more items. They refuse to give me a status so I am left to assume I am not getting the rest of the $300 order

    Business Response

    Date: 12/15/2022

    Hi,

     

    The *** tracking number for the shipment is 1Z0863F94294449261. It looks like it should deliver in a few days. Please let me know if I can help with anything else!

     

    Sincerely,

     

  • Initial Complaint

    Date:10/11/2022

    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 didn’t order from them and four of my items was missing and they’re trying to rip me off and won’t refund me my money back so can you please help me get my money back for my items that are missing I received my package today and I only received two of my items so can you please go ahead and refund me for the four items that I did not receive which are anti cellulite bath bar and the acai your boobies bath bar and the buns of glowry bath bar and my orange sutin pouch my name is ******* ****** my Order number is truly ****** my address is **** *** *** twisp Washington 98856 my. Email addresses ***************************** I am not happy to have missing items and don’t deserve to get ripped off so hopefully I can go to process my refund for those missing items now please And here is a picture of the items that I received so please help me get my money back for them

  • Initial Complaint

    Date:09/28/2022

    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.
    Truly offered a deal where if customers bought a product, they would receive a pink hard travel case valued around $300. The product itself (VIP Collection) was around $270. Many people (you can check Facebook) purchased this deal as well. My fiance purchased this because she wanted the hard case. She purchased and checked out within 15 minutes of the deal going live. This deal was still advertised on Truly's website the following day and a representative said on a live stream hours after my fiance purchased it, that hard cases were still available. Truly is now saying that the hard cases were oversold and trying to give a different item in lieu of the hard case. One of two scenarios has happened. 1. Truly deceived consumers to get them to spend more money on their products with the promise of a hard case. 2. They are giving out the hard cases in random orders, not queued orders.

  • Initial Complaint

    Date:09/16/2022

    Type:Sales and Advertising Issues
    Status:
    Unresolved
    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 does not allow reviews for their products below three stars. People cannot post an honest review of their products without it being altered and/or excluded. I found several threads on Reddit with other people claiming this has happened to reviews they have posted. On examination of the reviews on various products I could only find 1 that had a 2 star review. Everything else was no lower than 3 stars. I have a 1 star review and it would not post. I believe it goes to their vetting before it can be posted. Seems false advertising and unethical business practice.

    Business Response

    Date: 09/28/2022

    Hi,

     

    This is not the case as we do not edit or even have the ability to alter any reviews; is there a specific platform or URL you are seeing this happen on? 

     

    Sincerely,

     

    Customer Answer

    Date: 09/29/2022



    Complaint: ********



    I am rejecting this response because:

     

    I submitted a review to your website www.trulybeauty.com for one star for the unicorn hair conditioner and it is not being displayed or shown despite me submitting it several weeks ago.  I have also submitted reviews to ulta.com and the same thing.

     

    You can find a reddit thread here about the business practice here:

    https://www.reddit.com/r/BeautyGuruChatter/comments/vf9ffp/truly_is_inflating_the_stars_of_its_negative/

     

    Why aren't one star reviews showing up?  Your products aren't that good, just look here:

    https://www.tiktok.com/discover/truly-beauty-is-a-scam-bad-reviews?lang=en




    Sincerely,

    ********* ********

  • Initial Complaint

    Date:09/12/2022

    Type:Product Issues
    Status:
    Unresolved
    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.
    So I received my package on Friday and three of my items were missing out of it and I was told that I would get a refund for those items as you can see I uploaded the screenshot from Truly Beauty customer service I uploaded a picture of the products that I received and I uploaded a picture of my order number with the items that I purchased and I was told by them that I will be getting a refund and after she sent that message princess she never refund me my money back I don’t like being lied to I don’t like being scammed I want my money back for my missing items and I’m not the only person that you guys are ripping off there’s a truly beauty group call truly beauty scams me a lot of people are posting saying that a lot of things have happened to them like this to where they receive broken items don’t get replacements their items are missing so I would like my money back so can you go ahead and refund me my money back like you promised I’m sorry but you guys don’t have a lot of good reviews you guys are gonna end up losing business if you keep ripping off a lot of people I don’t appreciate being lied to And I already filed a dispute with my card on them so I would like my money back like I was promised so please go ahead and refund me and do the right thing because I don’t deserve to be ripped off I did nothing to you

    Business Response

    Date: 09/22/2022

    Hi,

     

    We have processed the refund, however please note it can take up to three business days to appear back on the original form of payment. You should receive it within the next couple of days. 

     

    Thanks,

     

    Customer Answer

    Date: 09/23/2022



    Complaint: ********



    I am rejecting this response because:



    Sincerely,



    ******* ****** I rejected it because they only gave me a partial refund they still owe me $250 that I did not receive for my missing rope I sent a screenshot hopefully you receive it with this where is somebody name princess on the chat of truly beauty said they would refund me the $333.66 and I only received a refund for two of my items that I did not receive so please go ahead and process the refund of 250 and there’s proof that I was told that I would get it and never dead I don’t deserve to be ripped off I don’t know why you guys didn’t refund me what I didn’t receive don’t know why you guys only did partial refund so please refund me my balance

  • Initial Complaint

    Date:08/08/2022

    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.
    March 29 2022 I placed an online order for skin care products from Truly Beauty totaling $81.12, Order #Truly547679. That order was shipped March 31 2022 tracking #**********************. This order was lost by the ******* ***** I attempted to contact Truly Beauty customer support April 10 after it was clear the package was lost, Truly ***** did not respond to my email. I opened a case with **** regarding the missing package April 18th, Service Request # ********. **** will not create a case for missing packages until the package is 2 weeks late. The package was never found. I began a charge back with my bank. Truly ***** has fought that charge back. They provided documentation that I received the products I paid for. I was not able to view copies of what documents were sent to my bank. To date I have not received the products I purchased from Truly Beauty. I want the $81.12 that I gave to Truly Beauty for skin care products returned to me.

    Business Response

    Date: 08/12/2022

    Hi,

     

    Thank you for bringing this to our attention. We have fully refunded the order. Please let us know if we can help with anything else!

     

    Sincerely,

     

Truly Beauty, Inc. is NOT a BBB Accredited Business.

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