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Business Profile

Cosmetics Sales

bareMinerals

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cosmetics Sales.

Complaints

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

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bareMinerals has 34 locations, listed below.

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    Customer Complaints Summary

    • 60 total complaints in the last 3 years.
    • 3 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:01/31/2023

      Type:Product 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.
      12/14/2022 ****** Ordered makeup 7 pieces I never received a confirmation and when I looked up my order, the order stated items no longer available,yet they refuse to refund my money,I have spoke to numerous people and they stated every single time, a manager is not available, they have been lying to me about giving a refund, they stated a refund will be issued and I will receive an email pertaining to refund and now I have been trying to call in regards to refund and phone just rings, this companyis a fraud and needs to be shut down and I need my refund.Order number ********

      Business Response

      Date: 02/07/2023

      Dear ********,
      Thank you for shopping with bareMinerals Cosmetics. We greatly apologize for your poor experience and any miscommunication or confusion that *** have occurred. Upon reviewing your case, we can confirm that your order was cancelled due to items being out of stock and therefore you weren't charged. We apologize and understand how disappointing this *** be. Any pending authorizations will have fallen off your credit card within 3-7 business days, and your card was not charged.

      We are very sorry for the inconvenience you were caused and understand that a promotional code towards your next order was shared with you previously.

      We greatly hope you will shop with us again in the near future!
      Many Thanks,
      bareMinerals Cosmetics Customer Care 

    • Initial Complaint

      Date:01/31/2023

      Type:Sales and Advertising 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.
      Made online purchase 12/26, with shipping promised within **** business days.Product not shipped, and upon looking up order, multiple products from the order are out of stock. I was not notified nor received a credit or refund.Ive attempted to reach customer service via email three times, and via phone twice. Both using contact info on their website. Emails go unanswered and the service phone line does not pick up. This seems like a wide-reaching problem, based on similar comments made on the company instagram page. They continue to post content and promote sales for products they clearly dont have.

      Business Response

      Date: 02/07/2023

      Dear ****,
      Thank you for shopping with bareMinerals Cosmetics. We greatly apologize for your experience and any miscommunication or confusion that *** have occurred. Upon reviewing your case, we can confirm that your order was cancelled due to items being out of stock and therefore you weren't charged. We apologize and understand how disappointing this *** be. Any pending authorizations will have fallen off your credit card within 3-7 business days, and we can confirm that your card was not charged.

      We are very sorry for the inconvenience you were caused and understand that a promotional code towards your next order was shared with you previously.

      We greatly hope you will shop with us again in the near future!
      Many Thanks,
      bareMinerals Cosmetics Customer Care 

      Customer Answer

      Date: 02/16/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

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



       

    • Initial Complaint

      Date:01/19/2023

      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.
      I purchased an item online from Bare minerals. I decided it was not the product for me so I returned it by mail. It was delivered back to bare minerals on 12/21/2022. I have yet to receive a refund. I have made several calls and have been told my refund is being processed and should have the credit back on my account. Its been almost a month dealing with this and I still have not received my money back. I have asked to talk to a manager or supervisor and was told they would not help me.

      Customer Answer

      Date: 01/24/2023

      Better Business Bureau:

      I have disputed the charges with my credit card and received a credit. I have not heard anything from Bare Minerals. As of yesterday they still have not refunded my money,which is why I called my credit card. I would still like to file a complaint against them but I no longer need assistance with getting a refund. This reference to complaint ID ********.
      Sincerely,

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



       


    • Initial Complaint

      Date:01/19/2023

      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 order on website almost a month ago (December 26th to be exact) and products still not shipped. Emailed 5 times and one response was received about they cannot find my order as the website is being updated. I called and spoke to someone that spoke broken English and kept repeating her responses as if she was reading prompts from a paper. I asked her how long it takes to update a system as it has been almost a month. Also if they cannot ship anything and find orders how are they checking inventory and allowing consumers to order some of the closeout holiday collection items without inventory control? I also asked her if their system is down how could the system charge anyone for anything? Because they had ZERO problems taking my money. To date nothing has been shipped and there are several other complaints of the exact same thing on Consumer Affairs'. I requested they inactivate their website for online ordering and that has not been done. They keep posting sales and sending emails to but their products and what is coming out, yet cannot properly track or inventory what they have. They are taking peoples money and not shipping anything. How is this even legal? Order Placed On: 12/26/2022 Order ******** STATUS: NEW Type: Web SHIPMENT# 1 ************************* ********************************************************************************************** ****************************************** Phone: ************** Type:Shipping Status: Not Shipped Tracking Number: ********

      Business Response

      Date: 02/07/2023

      Dear ******,

      Thank you for shopping with bareMinerals Cosmetics. We apologize for your experience and any miscommunication or confusion that *** have occurred. Upon reviewing your case, we can confirm that your order was cancelled due to items being out of stock and therefore you weren't charged. We apologize and understand how disappointing this *** be. Any pending authorizations will have fallen off your credit card within 3-7 business days, and your card was not charged.

      We are sorry for the inconvenience you were caused and understand that a promotional code towards your next order was shared with you previously. We can assure you that when you place your next order there will not be any shipment errors. Again we apologize for the trouble you have been caused.

      We greatly hope you will shop with us again in the near future!
      Many Thanks,
      bareMinerals Cosmetics Customer Care 

    • Initial Complaint

      Date:01/17/2023

      Type:Service or Repair 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 order with this company on 12/22/2022. I have not received my order yet. They have took the money out of my bank account. When I try to call or contact customer service about my order, you can never get in touch with anyone or they tell me that they are going through computer system upgrades and are unable to look up my order. I have sent messages and was told last week that they would like into it and expedite my order. Now one of the items that I ordered is out of stock and they are refusing to give me a reply back as to whether or not they are going to refund me or replace it with another. My order still has not shipped and cannot be refunded because they are going through upgrades

      Business Response

      Date: 02/07/2023

      Dear ******,  

      Thank you for shopping with bareMinerals Cosmetics. We apologize for your experience and any miscommunication or confusion that *** have occurred. Upon reviewing your case, we can confirm that your order was cancelled due to items being out of stock and therefore you weren't charged. 

      Next time you log into your Paypal portal you will be able to see that your balance will reflect accordingly. In addition and for reference we are attaching a copy of your cancelled order as reference so you can feel confident that funds were not paid for this order.

      We are sorry for the inconvenience you were caused and understand that a promotional code towards your next order was shared with you previously.

      We greatly hope you will shop with us again in the near future!
      Many Thanks,

      bareMinerals Cosmetics Customer Care 

    • Initial Complaint

      Date:01/17/2023

      Type:Delivery 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.
      I placed an order with bare minerals for three products on 12/5/22. I received the order soon after, missing two of the items ordered plus the free gift that was said to be enclosed. My credit card was charged the full amount On 12/12/22, I called to report the discrepancy and was told the system was down and there was no way to leave a message or file for a replacement item. I should email instead....they said that would work. I emailed that same day.On 12/26/22, I received an email saying they could access the content of emails....they could just tell I had emailed....and that I should email again. So I sent another email on 12/26/22.Heating nothing, I called customer service on 1/9/23. I was told I would receive the missing products and the free gift in the mail...and they would be sending an email confirmation of that.Hearing nothing, on 1/14/23, I called customer service again. This time I was told she could not send the product or free gift but that she would issue a $52 refund. But she couldn't see the order at all and seemed very confused. I have zero confidence this will actually happen.

      Business Response

      Date: 02/07/2023

      Dear *****,

      Thank you for shopping with bareMinerals Cosmetics. We apologize for your experience and any inconvenience you may have been caused.

      Upon looking into this case, I understand we promised you a refund for $52 so I have gone ahead and refunded you for that. Please allow 3-5 business days for this to reflect on your account. In addition, I have sent you an email receipt of your refund for reference. 

      We apologize again for your experience and hope you will shop with us again in the near future!

      Many Thanks,

      bareMinerals Cosmetics Customer Care 

      Customer Answer

      Date: 02/12/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
      I did, at long last, receive my refund.


      Sincerely,

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



       


    • Initial Complaint

      Date:01/04/2023

      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.
      I made a purchase on BareMinerals website in November 2022. I received an email confirming the purchase with tracking. After a couple of days, I tracked the package but instead of seeing where the package was in the shipping process, I got a message that no order could be found. I tried chatting with a representative on the website but was told that they are updating the system and no information could be pulled up at the time, to try back in a few days once the system was done updating and they could help. I give it another week and still have no luck finding the package so when I call them, they tell me once again the system is updating and they cannot pull up any order information, to try back. After a couple weeks and with the tracking information still showing no items available and after calling, chatting and emailing them I receive a package in the mail. I open it and it is not what I had ordered. I once again call them and was told they are still updating the system and could not give me a refund because they don't have any order history. I finally spoke to a lady on ***** and was told the system would be back up and to call back 1/2/23 or later. I called today 1/3/23 and spoke to another lady and was told they are still working on the system and cannot provide any information or a refund. The only thing she told me was they are still working on the update and are unable to provide a refund or any assistance. I have tried speaking, chatting, and emailing and it has done nothing to help. I got the wrong item and cannot even be refunded because I keep getting told the same thing. They never give me a definite answer on when I can speak to them and get a refund, only that the system is updating, and they can't look up any information.

      Business Response

      Date: 02/13/2023

      Dear ****,


      Thank you for shopping with bareMinerals Cosmetics. We greatly apologize for your experience and any miscommunication or confusion that *** have occurred. Upon reviewing your case, we can confirm that your order wasn't charged and the authorization expired. We apologize for the trouble you have been caused. Any pending authorizations have fallen off your credit card and we can confirm that your card was not charged.

      We are very sorry for the inconvenience you were caused and a customer service member will be reaching out to you with a  promotional code towards your next order with us.

      We greatly hope you will shop with us again in the near future!
      Many Thanks,
      bareMinerals Cosmetics Customer Care

      Customer Answer

      Date: 02/17/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

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



       I would like it noted that they are inaccurate, my card was charged, I do have the documentation to prove it but after finally filing a complaint I was issued a refund. They never responded to my complaint but did finally issue a refund after filing a complaint with BBB. 

    • Initial Complaint

      Date:01/03/2023

      Type:Delivery 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.
      I placed an online order with Bare Minerals on 11/29/22 (Order #***********).I received the order on 12/12/22 but the item was incorrect.I contacted the retailer via phone and email on 12/12/22 and multiple times after. Each time, I am told their computer systems are down and they are unable to access my order, therefore unable to help me. I have asked to speak to a supervisor and there is never one available.

      Business Response

      Date: 02/22/2023

      Dear *******,

      Thank you for shopping with bareMinerals Cosmetics. We apologize for your experience and are sorry that you received the incorrect item however we would love the opportunity to make this up to you!

      A team member will reach out to you personally to place a complimentary reshipment order on your behalf for the foundation you are interested in, along with provide you with a special offer towards your next purchase with us.

      Many Thanks,
      bareMinerals Cosmetics Customer Care

      Customer Answer

      Date: 02/24/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. This process took so much longer than it should - order was placed in November, wrong order received in December, and refund/replacement issued in February. Additionally, it took over 10 phone calls and emails to finally get a resolution. Nonetheless, I do appreciate ****************** we landed.

      Sincerely,

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



       

    • Initial Complaint

      Date:01/03/2023

      Type:Customer Service 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.
      I purchased some product from Bare Minerals on November 6, 2022. Order number ********. It was not the correct product, so I contacted their customer service, and they sent me a Federal Express label to return the product for a full refund. I did as instructed and returned the product. BareMinerals received my product, and signed for it, on November 25. I have called eight separate times to check the status of my refund, as well as sending three emails. My emails went unanswered and I never received a phone call back. Each time I called them, I was told that due to a system update my account is unavailable for them to access. They keep telling me to call back the following Monday. Each time I call, I am told the same story. Now, when I login, my account shows zero purchase history. I am due $73, plus tax. I am trying to reach their corporate office and get disconnected every single time before I am able to speak to a person. The customer representative I spoke to this morning verified that I am still able to purchase product through their online site, but they are unable to look up accounts or refund via their online system. They will not even let me speak to a supervisor or a manager. I am told nobody is available each time I request.

      Business Response

      Date: 02/13/2023

      Dear *****,

      Thank you for shopping with bareMinerals Cosmetics. We apologize for your experience and any inconvenience you may have been caused.

      Upon looking into this case, we can confirm you were refunded in full on 1.20.23 and a message was sent to you via the Paypal portal. 

      We greatly hope you will shop with us again in the near future!
      Many Thanks,

      bareMinerals Cosmetics Customer Care 

      Customer Answer

      Date: 02/15/2023

      Better Business Bureau:

      I did finally receive my refund. This was after no fewer than 10 phone calls, and countless hours spent on hold. The customer service response was so bad that I will no longer order any product from this company again.


      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

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



       


    • Initial Complaint

      Date:12/28/2022

      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.
      I placed an online order, number ********, on November 28th. I received a confirmation email stating the order would ship by December 5th. I never got an update from there and started calling the customer service line of ************** on December 6th. I have called 8 times this month asking for a refund since my order has not yet shipped. I have been informed each time that their system is undergoing an update and given a date in the near future that the update will be completed. During the update, they are not able to access any order information or process refunds. They are however still taking orders online with no issue. Ironic they can take new orders but cant assist, ship, update or refund them for the past month. The update was supposed to be completed by December 19th. On my call today, I was told the update will now extend through the first week of January. My order has it shipped and the money has not been refunded. This seems like a low tier scam operation at best, shocking for such a large company. They should not take orders month after month without the capacity to fill, ship or provide customer service once the money has been snatched up. Ridiculous.

      Customer Answer

      Date: 01/22/2023

      Better Business Bureau:

      At this time, I have not been contacted by Bare Escentuals Beauty, Inc. regarding complaint ID ********.

      I did dispute the purchase with my credit card company. The company has not reached out at all.

      Sincerely,

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


      Business Response

      Date: 02/22/2023

      Dear *******,

      Thank you for shopping with bareMinerals Cosmetics. We apologize for your poor experience and any miscommunication or confusion that *** have occurred. Upon reviewing your case, we can confirm that you initiated a chargeback and have been refunded in full for your order.

      Again, we are very sorry for your experience and hope you will shop with us again in the near future!
      Thank You,
      bareMinerals Cosmetics Customer Care 


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