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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:12/09/2022

      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.
      I ordered product as part of a pre black Friday deal and had two day shipping but never got it. I was told I could get a refund then responded to saying I couldn't unless I returned the items I never got? The email responses have been so slow and disjointed it's worse then communicating with a robot. Almost a month later and nothing. So annoying just refund me please.

    • Initial Complaint

      Date:09/09/2022

      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 am a long time customer, and have ordered many products from elf. In fact, I am an icon member because of how much I spend on their site, and I hope to continue to do so, but I am unsure I will be able to if elf doesn't fix their customer service - or lack thereof. I rarely have issues with my orders, but when I do it is impossible to get ahold of elf. I tried the chat function on their site, but it doesn't work. I have tried to contact customer service various times about issues (such as my mint foaming cleanser's pump breaking after I had been using it for only a week or two, issues with their app causing charges on my card without any record of an order after I tried to order and got an error, which happened 2 times in a row - which I had to file a paypal complaint to fix and even then did not receive the full amount back, it was rounded down to the next lowest dollar - and most recently, an issue with a product being different than the description on the website. I have NEVER been able to get a customer service representative using their live chat (the bot says "no one is available" no matter what day or time you try, then says it will file a ticket, but doesn't and says it's going to give you a case number but it then just says "(CASENUMBER)"), so I moved on to their phone line. The phone line says "please hold while we connect you to our next available agent" for about 10 minutes then hangs up on you every time. So I tried the ticket system, and never heard back, and ditto with the email system. The only time I did hear back was the first time their app error caused a charge without ordering my items - at that time they tried to claim that the order did go through and keep my money, even when I clearly specified the order number they gave was a different one of my order and told them which items I tried to buy. They were rude, fixed the issue days later, then ignored me when it happened again, and ignored any other emails I've sent about other issues.

      Business Response

      Date: 09/26/2022

      We apologize for the issue. All emails and chat cases are generally responded to within one business day. Please feel free to contact the consumer relations manager directly at *********************** for personal assistance.

      Customer Answer

      Date: 10/21/2022

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      Just saying that they are generally responsed to within a business day doesn't change the issues I've had with contacting support. It is very hit or miss in my experience. You also have not addresses the phone number never connecting to a person and hanging up on customers trying to contact you.

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

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




       

      Business Response

      Date: 12/07/2022

      Our phone system is working properly and our agents speak with hundreds of consumers daily. E-mail is also available at ********************************** for response. Agents work remotely and there may be some connectivity issues at times. E-mail inquiries are responded to within one to two business days. This is a complaint with no validity.

      Customer Answer

      Date: 01/27/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      If that's the case then why did I never receive a response. 

       

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

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




       

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

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