Complaints

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.

• Initial Complaint

  Date:07/01/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 package was sent to the wrong address because they defaulted to an old address from 2yrs ago. They claim they can’t do anything since it’s been shipped but it’s not my fault that it was sent there. I haven’t used my account since I lived in my old address hince it being on the account. You have the option to use the address on the account or put in a different address and I put in my current address and on the email I was sent it’s still the wrong address and it’s frustrating because I have a couple of items not just 1 thing that’s expensive and can’t reorder due to being sold out now in my size. I can’t intercept it through usps because it’s not eligible and usps support wasn’t super helpful in this situation either and my old address had mail thieves so I don’t want my package being stolen either so can someone anyone please help me!!

• Initial Complaint

  Date:06/29/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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: June 23rd
  Date of shipping: June 23rd
  Order# **********
  
  I paid for expedited shipping, and still have not received my order. The tracking information has not changed since June 23rd. I contacted Savage Fenty, and they assured my item had in fact shipped; then when I contacted *****, they told me otherwise, and the customer service people changed the story. The items ordered were for a trip, that now will not be here on time. I stated to them I no longer want the items, and they keep telling me to wait. I just want a full refund from the can take my business elsewhere.

• Initial Complaint

  Date:01/30/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Hi I visited the ******* tailgate over the weekend and upon driving home I realized that I had in fact been charged for TWO seperate orders. I only had ONE order which should have been $81 I was charged $51 and $81 . I’ve tried writing on the social media account to have this resolved and customer service and they have not been able to assist.
  
  They wanted us to use **** *** for this event as it was sponsored by them and of course **** *** has the worst service in the world so I am without my money and have been cheated
  
  I would like my refund and I’ve not got any help from this company as of yet. I have more than enough proof
  
  Per photo you can two purchase happened at the same exact time stamp how would that even be possible please just refund me

  Business Response

  Date: 02/09/2023

  Hello,

   

  We would like to apologize that the customer is showing two charges on her account.

   

  Unfortunately, this is not something that customer service can refund the customer. I have sent the customers complaint and the receipt showing the charges to the correct department for them to take care of the customer.

  I apologize for the inconvenience that this has caused. 

• Initial Complaint

  Date:01/12/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 on 12/17/22 containing two Fenty perfumes. My order number is **********. I never received my order/package. Although, UPS marked it as delivered. I contacted UPS and I was told to give it a few days and I did, I checked back and then was told to contact the shipper. I checked with neighbors and all denied receiving or seeing a UPS truck in front of our house on the date it was "delivered." It is almost a month later and no contact from UPS or Fenty. This was a gift for my mom and I am out over $300 and no refund since everytime I call I get told to wait. I want my refund for something I did not receive. Fenty said that they would send a tracer and nothing has shown up or called. I have waited and done what was asked and still no resolution. I would like a refund for the full amount.

  Business Response

  Date: 01/12/2023

  Good morning,

   

  We are sorry to hear that the present was not delivered correctly. This has been refunded to the card on the order. 

  Business Response

  Date: 01/12/2023

  Good morning,

   

  We are sorry to hear that the present was not delivered correctly. This has been refunded to the card on the order. 

  Customer Answer

  Date: 01/12/2023

  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. 
  
  
  
  Regards,
  
  
  
  ******* *****
  

  Customer Answer

  Date: 01/12/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******* *****
  

• Initial Complaint

  Date:01/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 purchased the Fenty lip stain lipstick one time on ****** and one time in *******. After using the lipstick, I noticed small pimples/rash around my lips. I also noticed my lower lip swollen a little bit as well as extremely dry and chapped- to the point it was painful and no product would soothe them. I researched that the brand has common complaints with allergic reactions and that there are excessive chemicals that are harsh and dangerous in the product.

  Business Response

  Date: 01/11/2023

  Good morning,

   

  We are sorry that the product that the customer used caused such a negative reaction. Since ****** is not an authorized reseller of our products the customer would have to reach out to ****** for the purchase made through their website. For the ******* order we would be able to offer a gift card for the amount spent on the lip stain in question, the customer would just need to provide a receipt for the purchase and we can process that gift card to the email that was provided in the initial complaint. Since the item was not purchased from our website we'd be unable to provide a direct refund and if they would like a direct refund from ******* they would have to reach out to them.

   

  Please let us know how we can assist moving forward.

• Initial Complaint

  Date:12/07/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 23/11 I made an order to Fenty beauty. On the 29/11 I received an email about my parcel been shipped. Checking the tracking information the last update was on the 30/11. Not updates since then. Contact Fenty via the contact form in the website, via email. Since I didnt receive any answer I request a refund via ****** (no receiving answer from Fenty yet). The order include some products for a Christmas present.

  Business Response

  Date: 12/07/2022

  Hello,

   

  We apologize that *** ********* did not receive a response back from the emails that were sent to us. Unfortunately, we realized that we were not receiving a large number of emails since the 2nd. It does appear that the customer was refund today for the full amount of her order, 142.64 USD.  

  However, if the customer opened a complaint with ****** it could delay her receiving the refund. 

   

• Initial Complaint

  Date:12/01/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 two orders on Monday and was advised that orders take up to two business days for processing. I am now four business days out so I inquired through the customer service chat about the status. I was told by the rep that they are behind due to the holidays, and she could not give me any timeframe for my order. So it could take one day, one week, one month, she had no idea how long it would take. I understand times are tough with the holidays and people don’t want to work, but as a consumer, who works hard for the money, I deserve to know when my orders will arrive, and should not be left waiting indefinitely. Very disappointed, and still with no information as to when I will receive merchandise.

  Business Response

  Date: 12/04/2022

  We are sorry to hear that it took longer than expected for your packages to ship out. There is higher than usual demand this time of year and our warehouse is working as fast as they can to keep up with all the orders shipping out. Our agents are not informed of the statuses of each order unless they are updated by the warehouse in the system. When looking at your orders they are both showing that they shipped out Friday, 12/02/2022, and should be to you Monday 12/05/2022. We again do apologize for the delayed shipping.

  Customer Answer

  Date: 12/05/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******** ********
  

• Initial Complaint

  Date:11/22/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 was emailed a 30% off promotional code. I used it and got a confirmation for my order. A few seconds later I received another email advising my order was cancelled due to a payment error which was odd since I used the card earlier that day and have a high credit card limit. I called fenty’s customer service and was told the system couldn’t confirm my address so they cancelled my order. Again that was strange because I shop on this website constantly and have an account with my information saved. The representative told me I would have to repurchase my items. I went to repurchase the items but it wouldn’t let me use my promo code this time. I called the customer service again and was told the promo code is only a 1x use. I requested they provide me with another code since it wasn’t my fault they canceled my order and they said they couldn’t help me. The best they could do was give me a 20% off prom code. I told them it wasn’t right for them not to give me my whole 30% off and they said they couldn’t do about it.

  Business Response

  Date: 11/23/2022

  Hello, we show the customer placed order ********** and it is being processed. The order has 20% off and once the order ships we will issue a refund for the additional 10% to honor the original 30%. Unfortunately, we do not have extra 30% off codes available to provide, we only have 20% off codes. I apologize if the customer was advised we would not honor the full 30% but we absolutely will. Once the order ships the additional 10% will be refunded and we will send the customer an email to advise once complete.

• Initial Complaint

  Date:11/21/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 Fenty, it shows 2 days free shipping for order over $85. I spent over $186. I called spoke to rep, at first it didn’t seem like she wanted to help. She said I have to call back, I informed her last representative took care of the same situation without me calling back. She placed me on hold came right back saying she can’t validate information so I’m not honoring anything. I told her what i saw and Fenty always have this going in. She said I can’t help you. She didn’t say she will have supervisor look into it. She flat out said no. I said i spend alot of money with Fenty skin. Obviously she didn’t care so here I am filing a complaint.

  Business Response

  Date: 11/21/2022

  Hello,
  
  I have listened to the customers call with the agent. The customer called in stating that she placed an order via Rakuten for Fenty Beauty and Fenty Skin and that they are showing free 2nd day shipping for orders over $75.00. The agent advised that this is not a promotion she could verify, the customer then get upset and stated that she had this problem the last time and the gentleman she spoke with fixed the issue for her. I did look back at her previous order on 9/8/22, this order went out standard delivery. The customer did not request to speak to a supervisor nor did the agent offer a supervisor she stated that she spends a lot of money with Fenty and Rakuten would not have an incorrect promotion. The agent tried to apologize to the customer, but the customer stated she was filing a BBB complaint and hung up. We will be coaching the agent on the tone of the call. 
  

  We are not currently offering Free 2nd day shipping for any orders that are being placed, we are offering free standard shipping for all orders. We will be advising our marketing team that Rakuten is running the incorrect promotion for them to get fixed. 
  

  The customer's order is currently in processing and should ship out within the next 24-48 hours. At time, we can offer the customer a 20% off code for a future order *********. This code can not be combined with any other promotion.

  Customer Answer

  Date: 11/22/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  Natasha Charles
  

• Initial Complaint

  Date:09/02/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 8/1/22 I placed an order for a ********* hydrating lip stain in the amount of $21.83. My order number was **********. I set up ******** for my method of payment and the first payment of $5.46 was taken off my card. On 8/2/22 I received an email stating that the item I ordered was out of stock and that I would be issued a refund. In the email though the refund amount stated was $0.00. I emailed customer service just to clarify that I would be getting a refund and that my ******** agreement would be retracted. On 8/3/22 I received a response stating that I would receive a refund in 3 to 5 business days and that my agreement with ******** would be retracted. On 8/15/22 I emailed again, as it had been 14 days and I had still not received a refund. In that time another payment was made to ********. I received no response so I emailed again on 8/18/22 and finally got a response stating it would take up to 30 days to receive a refund. So on 8/31/22 I emailed for the last time to ask about the status of my refund. I got an automated response asking if I was satisfied with their customer service. As of today 9/2/22 I still have not gotten any response or answers as to when I will receive my refund. During this time 3 of the 4 payments has been made to ******** for a product that I will not receive. I just want my refund so that I can move on and never use this company again.

  Business Response

  Date: 09/03/2022

  Hello, after reviewing the order, I can confirm the order was cxld due to the item ordered being out of stock. It appears the refund was not processed in our secondary payment system, so I have taken care of that now. ******** will be notified and any installments the customer has paid on this purchase will be refunded by ******** to the customer's original form of payment linked to ********. The customer can confirm this with ********.

  Customer Answer

  Date: 09/03/2022

  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. 
  
  
  
  Regards,
  
  
  
  ********* ****