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Business Profile

Beauty

Fenty Beauty

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Beauty.

Complaints

Customer Complaints Summary

  • 34 total complaints in the last 3 years.
  • 13 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:06/10/2025

    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.
    Thank you for allowing me the space to share my experience with Fenty Beauty — a brand I once trusted and supported as a loyal customer.

    On may 17, I placed an order for three hair products. When the package arrived, the only items inside were the complimentary samples; the three full-size products I actually paid for were completely missing.

    I immediately contacted Fenty Beauty’s customer service on May 24, 2025, to report the issue and request a resolution according to their own policy, which states that in cases of missing or incorrect items, customers are entitled to either a full refund or a replacement.

    Instead of addressing the matter properly, I was treated unfairly: they implied I was lying about the missing products, even though they were unable to provide any proof that the full order had been delivered. Despite following every step required by their policy and providing all necessary information, they ignored my claim — and ultimately refused to offer any refund or solution at all.

    Since May 24th, I have written to them approximately ten times (even from another email address to try to get their attention), but I have only been met with silence and dismissive replies.

    What started as a simple shipping mistake has turned into a frustrating and humiliating experience for me as a loyal customer. I am only asking for what is fair: either a full refund for the items I paid for and never received, or the immediate shipment of the missing products.

    I appreciate your time and help in facilitating a just resolution to this matter

  • Initial Complaint

    Date:05/09/2025

    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.
    Actively stalking and impersonating self, family, friends, coworkers, social media followers and following, and minors, coordinating sexual harassment, imitation of social media accounts and online activity for self gain and social image and status, pedophilic activities and behaviors, instigation of abuse and crimes, including war crimes, stalking and imitation of purchases with Chase Bank, forcing associations to criminals and perverse behavior, use of degradation and defamation, concealment of crimes including pedophilia and terrorism, identity theft, using products and marketing as a way to threaten, steal, sabotage and exploit, device and account hacking and tampering, stealing images and information for personal gain and use, use of murder to retaliate and falsely accuse, exploitation of US military association and involvement and relationships to service members

  • Initial Complaint

    Date:05/01/2025

    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.
    My return was received by Fenty on April 7, 2025. I still don't have the refund on my credit card.

  • Initial Complaint

    Date:03/25/2025

    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.
    I accidentally ordered the wrong item. I reached out to a Fenty customer service rep and she told me once the order was delivered, I could contact them to inform them and while the order is to be returned, they could email an e-gift card so that the correct items can be ordered as soon as possible. When I reached out to Fenty as previously instructed, a rep told me that I was misinformed and that the order would have to be returned and processed before I could even get a refund.

  • Initial Complaint

    Date:01/24/2025

    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.
    Honestly the products are amazing but the shipping and customer is horrible I have always bought my stuff in store I have alot of fenty skin items and make up they are really the only products in make up routine at the moment. However again customer service and shipping is horrible. I made a purchase and it was not delivered usps advise it was lost so they refunded me so I went ahead snd reordered and even push my trip back just so I can receive these products. The tracking was a mess it kept giving me we a delivery date and never showed up then it stopped updating and then it updated to delivered today the package was never received I called customer service and spoke to some rochelle and firstly her line was terrible she kept breaking up and act like she wasn’t hearing me I message the email they didn’t help instead they close the ticket honestly it’s been a nightmare just to receive the products I paid for the only reason I reordered was because I definitely needed then but at this point I will go to ******* and try ti find the items I will never order online again ever .

  • Initial Complaint

    Date:01/07/2025

    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 a large ORDER #: ********** from fenty which requires a signature and neither ups nor Fenty’s customer service is able to help me with scheduling the packing for me to pick up from a ups store. I’m more than happy to sign for the package but in order to do so I need be able to be home and with the package being delivered while I’m on call I am unable to guarantee a time I will be home to sign for the package. Also the delivery window given wouldn’t even work on a regular week since I’m not home till about 4pm and the delivery window is 11:45am-2:45pm. If I’m not able to sign for the package within 3 delivery attempts then the package just automatically goes back to Fenty. This is has been the worst experience just trying to buy make up and skincare.

  • Initial Complaint

    Date:01/02/2025

    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 of transaction: 11/27/2024
    Order was never received. The company claims that there was an attempt to deliver the package, but I was home all day and there was no delivery. I have emailed Fenty Beauty MULTIPLE times and they will not answer any of my emails. They have taken my money and never given the product.

  • Initial Complaint

    Date:12/17/2024

    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.
    This is my first time buying online from Fenty Beauty and I just couldn’t be more disappointed…I typically buy in person from Ulta but decided to do this, as I had no time to do so. These were supposed to be gifts.

    I got an email notification that they were delivered on Friday (12/13) but I couldn’t locate where it was left, if someone stole it, etc…my neighbors didn’t have it and neither did more doorman. I reached out to Fenty support throughout email and nothing…then followed up the next day, and still no reply back, as well as yesterday (12/16). I also sent them various messages on instagram with no response back, which is insane considering they’re replying to comments in their posts.

    This experience and the lack of customer service has totally killed any interest and goodwill I had in this company, and at this point, I just want a refund like I’ve been asking for. I’ve already opened up a dispute with my credit card and this is just my last attempt to settle this.

  • Initial Complaint

    Date:10/23/2024

    Type:Billing 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’ve been trying to cancel a subscription I did not know I had. I first tried in November of 2023. I then noticed I was still being charged in May and got online, used the credits I had and canceled again. Today I see an email saying that my card isn’t going through. They were trying to charge me again. I got on their site and canceled via Live Chat. For 12 months at $59, they’ve taken quite a bit from my account and that’s not counting the time before Dec ‘23 when I first noticed a recurring charge. They are refunding me $179.

  • Initial Complaint

    Date:10/19/2024

    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 have shopped on Fenty before and went online to order some items. My sister also ordered around the same time as I did using my information with my permission for financial reasons. My order was delivered and it had a large gash on the side of the box. Given the environment and current political atmosphere I was concerned the items are tainted. I went online, posted the photos and requested a return on all my items. They automated return portal noted that I should discard the items while my return was being reviewed (it stated it would take 3-5business days). I took the items to my garage out of reach of my child and wanted to wait on their response. After giving enough time I reached out to them about the process of my return and I was met with conflicting information. They asked for more photos and I sent it. They then assumed I was being fraudulent because unknown to me, my sister was also returning her products but I wasn't involved in her process. After going back and forth they decided to not approve my refund but did not provide me with a return label/option to return my items for a refund. I have been contacting them for more than 6 days with no real response. These aren't final sale items. I told them I have true concerns that the items are tainted given how damaged the packaging was when I got it from my mailbox. I can't use the product and they are not given me an option to return it to them and get my money back. I have sent emails (no response). They initial return request instructed me to discard the item but I do still have it. I just want my money back. Either refund it and I'll dispose it for them, or send me a return label so I can return and get my money back.

Fenty Beauty is NOT a BBB Accredited Business.

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