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Business Profile

Cosmetics Sales

e.l.f. Cosmetics

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cosmetics Sales.

Complaints

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

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e.l.f. Cosmetics has 4 locations, listed below.

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    Customer Complaints Summary

    • 16 total complaints in the last 3 years.
    • 2 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:05/23/2025

      Type:Product 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.
      On May 23, 2025, an order was placed on my e.l.f. Cosmetics account (Order #*********. However, I did not place this order, and I believe it may have been the result of unauthorized activity or a system ******** soon as I noticed the order, I immediately tried to cancel it before it shipped. I contacted e.l.f. by email and also sent a message through Instagram, but I received no response at all. Despite my attempt to stop the order, it was still shipped ****** make matters worse, the order was shipped to an address I do not recognize, and I have no way to retrieve or return the items. I have asked for the shipping address in order to investigate possible account misuse, but ********************** has not replied.I paid for the order through ******, and since the company has failed to help or respond, I am now requesting the following:A full refund for the unauthorized order A review of the account activity associated with this order Assurance that my account is secure and any unauthorized activity will be addressed I have done everything I can on my end to resolve this issue directly, but I have not received a single reply. I am filing this complaint because I feel completely ignored and want this issue resolved properly.

      Business Response

      Date: 06/09/2025

      This order was refunded in full on June 3rd after the consumer contacted us. We advised the consumer to contact her bank/credit card since at first she stated that she did not place the order but she refused to do so.

      Customer Answer

      Date: 06/10/2025

      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:03/14/2025

      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.
      On Tuesday, March 11, 2025, after experiencing a serious product reaction to an e.l.f. Beauty product, I sent several urgent communications to senior **************************** at the Company in effort to resolve this matter urgently at the present stage. To date, I have been unsuccessful in reaching any member of e.l.f. Beautys senior management to aid in this issues remediation (via multiple unanswered emails and telephone calls and voicemail messages to *** ***** ***************************** I therefore request immediate escalation of this profoundly distressing matter to fully and finally resolve this matter at the present stage.Thank you kindly in advance for your immediate response.

      Customer Answer

      Date: 04/07/2025

      Better Business Bureau:

      At this time, I have not been contacted by e.l.f. Cosmetics regarding complaint ID ********.

      Sincerely,

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

    • Initial Complaint

      Date:05/09/2024

      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.
      I have emailed them several times about my items being wet and damaged and asked about the refund. They have refunded me for one item meanwhile that item leaked and got on the other products and inside the packaging as well and I have shown them the proof with photo of everything wet and damaged. They have said I got a refund but I only see for that one item. My order number ********!

      Business Response

      Date: 05/09/2024

      We apologize for any inconvenience.  It looks like the refund was not processed in full due to an error. We have refunded the balance of the order. We do not any additional correspondence requesting the balance of the refund. Thank you for your patience and understanding. 

    • Initial Complaint

      Date:01/24/2024

      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 made an online order. I used promotional codes that were accepted by the website. I followed all requirements of the promotional codes in order to use them. I then paid and received a confirmation e-mail for my purchase. Two days later I was sent an email saying my order was canceled. I just want my items that I paid for.

      Business Response

      Date: 01/24/2024

      We are sorry for any inconvenience or confusion that a technical error on our website caused with respect to the Here For The Haulidays Bundle (the Promo) and we thank our consumers for bringing this to our attention.

      As noted on our website, the Promo required consumers to purchase all of the items in the bundle to qualify for the Promo pricing. Due to an inadvertent technical error on the website, consumers were able to remove required items for the bundle from their shopping cart but still maintain the Promo pricing.

      Before submitting an order, consumers are required to accept our Purchase and Sale Terms (linked here), which states Completion of the online checkout process does not constitute our acceptance of your offer to purchase products from us. Following receipt of payment from you, we will ship the products and send you a shipping confirmation, which will constitute our acceptance of your order. Prior to shipment of the product(s), we have the right to decline an order for any reason, including legal and regulatory reasons. If we are unable to accept your order, we will inform you of this and will not charge you for the product.

      Consumers who were able to apply the Promo pricing without satisfying the requirements of the Promo offer (e.g., not having each required item) had their order cancelled before acceptance by us. Consumers were not charged-a pending authorization may have shown on consumers credit card statement, but consumers were not actually charged. Consumers also likely received an automatic confirmation email after submitting an order (but not a shipping confirmation).

      Once the issue was discovered, we immediately notified all affected consumers of the order cancellation and, to honor the existing Promo, provided consumers with two new valid promotional codes to use.

    • Initial Complaint

      Date:12/26/2023

      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 put in for order ******** and I had a military discount for 25% and the two different blush that I brought did not take off the discount I contacted the business but they did not answer I also know there aren't any exclusions for the make up I brought this company as well is purposely keeping certain individuals from fully benefiting from a full discount this is very discriminatory, bias behavior thanks

      Business Response

      Date: 01/09/2024

      Please note that a $3.75 refund was issued on 12/25/23 for the 25% off for the blushes, to the original payment method, and the consumer e-mail was responded to.

    • Initial Complaint

      Date:09/20/2023

      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 the order number #*********** on September 6th. I ordered 5 products but only 4 arrived. A concealer was missing. I try to contact an Elf, but he doesn't answer me. What can I do to resolve it.

      Business Response

      Date: 09/21/2023

      We are confused as to how/why this has become a complaint. The consumer contacted us on Sept. 20 at 5:09 AM local time and was responded to at 6:36 AM with the following response:

      We are sending the item(s) to you as quickly as possible. You will receive an email with tracking information when the item(s) are shipped. 

      Be well,
      the e.l.f.Care team

      The reshipment order has already been shipped via Whistl tracking # ***************, this morning 9/21. Please allow an additional several days for tracking to update, reshipment to arrive.

    • Initial Complaint

      Date:04/19/2023

      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.
      - Time 19:30 (GMT+3) at 18th of april. - To sum it up, it was my first time ordering elf cosmetics directly through their website. i told my dad and he got convinced, he used his card in the checkout but it said payment failed and to review it. the total was ***** dollars but my dads card got deducted. the order didnt go through nor i received a confirmation email. i just need to make sure i didnt get scammed because im willing to wait i just need the order to come customer service hasnt responded either.

      Business Response

      Date: 04/20/2023

      We are sorry for any confusion.  Please note that the order failed to process due to an issue with the credit card used. You may be seeing a "pending authorization hold," however the card was not and will not be charged. Please see the below information explaining what a pending authorization hold is.

      ABOUT AUTHORIZATION HOLDS
      An order placed via debit or credit card may trigger a hold on your available funds, equal to your order total. This is called an authorization hold. The money is technically still in your account, however the bank restricts it from use. This procedure ensures that the funds necessary to complete the transaction are available when the order is shipped, at which time they are completely deducted. Most holds last 3 to 7 days, however this can vary greatly from bank to bank. For more policy information, please contact your card-issuing bank or feel free to contact our customer service representatives.

      This would have been explained easily to the consumer by contacting our customer service department either by phone or e-mail and does not warrant a BBB complaint.

    • Initial Complaint

      Date:04/18/2023

      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 placed an order that totaled $40.09 on April 1 2023 for E.L.F. cosmetics. The order number was #********. The tracking number was ***** ***** ***** *****. Three different dates were given to me for delivery. Finally ***** said they delivered the package on April 10 at 12:34pm and sent me a picture of someone elses porch with the correct house number but the wrong street. I emailed E.L.F. Cosmetics but received no response. So I tried three times to contact them by phone and all three times I was put on hold for anywhere between20-30 minutes after which all three times they hung up on me. How do you run a business if customers cant contact you. Ive order from them before with no issues but now I realize if there is an issue no one at that company really cares about the customer.

    • Initial Complaint

      Date:04/12/2023

      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.
      On March 30, 2023, I placed an online order from e.l.f. cosmetics (Order Number: ********) totaling $117.31. The order was delivered to my home address on April 10, 2023. I ordered two foundations in two different shades: ********* (Quantity: 1) and ********* (Quantity: 1).However, instead, I received two foundations in the same shade:********* (Quantity: 2).My complaint is that I never received *********. The product cost $6 before shipping and tax.I have attempted to contact the company via their customer service email and phone number. The phone number left me on hold and then they dropped the call without connecting on two separate occasions. I am awaiting a response to my email. I have attached a copy of my receipt as well as a picture of the products I received with the **** visible.

      Customer Answer

      Date: 04/12/2023

      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.

      Sincerely,

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



       

    • Initial Complaint

      Date:01/04/2023

      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 from ELF cosmetics on December 27,2022. There was an option for express delivery on 3rd January. I selected that option and paid $24 extra. On 3rd January I called at ELF customer care service, the lady was so rude, she told me listen to me otherwise I will put u on block list. I never hear such kind of wording by any company in my whole life. I do not get any tracking information yet. I am travelling outside of ****** and no one can receive my order afterwards. My money of $89 will go to h*** because of this cheap company policies. They said they can not do anything now. I want refund as soon as possible

      Business Response

      Date: 01/22/2023

      We apologize for the issue and will be conducting an internal investigation. We will be reaching out directly to you regarding this issue.

      Customer Answer

      Date: 01/23/2023

      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,

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



       

    e.l.f. Cosmetics is NOT a BBB Accredited Business.

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