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:08/23/2022

  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 made a purchase, and requested a refund. The refund was granted. Fenty customer service said that they issued a refund on 8/18. There were some issues and the phone disconnected. I then called again and spoke with Vicky. She said I would receive it in 3-5 business days. It’s passed that time so I contacted them. They said they I needed to call my bank. I called the bank and they said nothing was ever issued by Fenty. I have emailed them and have not received a response on several occasions and customer service has been no help. I attached some photos to help assist. Thank you Kindly for your immediate assistance in resolving this manner.

  Business Response

  Date: 08/24/2022

  Hello,

  I have listened to the customer original call, at first she was told that she would receive a refund and then when we realized that the order was a year old and the refund could not be processed due to the order being over a year old. The agent that she spoke with advised the customer that we could not process the refund but we could send the customer a new gift card. 

  The customer stated that she didn't really want the gift card since she doesn't use the product, the agent again explained that we could not process a refund due to the order being from July 2021. The customer then stated that the original gift card was for only $25.00 and not $50.00. The agent was advised by the Supervisor on duty that the gift was for $50.00, this is when the call the disconnected.

  The customer sent us an email on 8/17 from email address [email protected] showing that the gift was for $50.00 and not $25.00. 

  I understand that Vickie informed the customer that the refund would take 3-5 business, this was the attempt to refund and it failed due to the age of the order. We can send the customer a new GC or the customer will need to file a dispute with her bank because we can not process refund for orders that are over 90 days.

  I apologize for the inconvenience. 

  Stephanie

  Customer Service Supervisor. 

• Initial Complaint

  Date:08/16/2022

  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.

  The product literally melted and fell apart. I tried customer service who explained because the product is over 30 days old it’s to late. I purchased the product in June. It’s about 45 days old.
  Spoke with a manager name Nick who stated he would refer my complaint to the quality team. No one ever got back to me
  Fenty is a WORLD wide product and should not have a 30 expiration for quality.

  Business Response

  Date: 08/18/2022

  Hello,

   

  We would like to apologize that no one contacted the customer back and the experience that she had with her customer service. We will be reaching out to the customer to offer a reship or a refund for the item today. 

   

  Thanks,

   

  Stephanie 

• Initial Complaint

  Date:08/07/2022

  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 need order ********** refunded for $317.56 from Fenty Beauty. The order shows delivered on July 20th but arrived empty. I contacted Fenty Beauty on July 21st and they started an investigation with UPS. I was told to wait 8-10 business days for a response. On August 4th I contacted Fenty Beauty again because I didn’t hear back and they said the investigation with UPS was closed on July 23rd and I needed to file a police report. Again, I didn’t hear anything from Fenty Beauty after July 23rd. I did the police report and contacted again on August 5th and was told that someone would call me back within 24 hours. I didn’t hear back so I called myself on August 6th and was told to dispute the charge with my bank and that it was out of their hands. Nowhere on their website does it state that Fenty Beauty is not responsible for lost or stolen packages. I’m being treated like a criminal because my order arrived empty. I want a refund and to be done with the situation. I’ve done everything they have asked me to do and I have no resolution and no products.

  Business Response

  Date: 08/08/2022

  Hello,

   

  I looked into the customers account. The customer contacted us via chat on the 21st about finding her package by the dumpster at her apartment complex and the it was torn open and empty. It appears that the agent she chatted with did try to file a damaged claim however because the customer stated that it was opened and by the dumpster at her apartment, UPS considers this a stolen package stating that they delivered the order to the customers residence. 

  The customer contacted us the day after her initial investigation would have been over, she asked that we refile the claim stating that she did not say that the package was found by the dumpster but that it was an empty box. The agent reached out to her support team to check to see if we could reopen the claim due to the customer now saying that it was just an empty package. We asked that the customer file the police report due to the initial contact being that the box was found by the dumpster. 

  The customer was told someone would contact her back within 24 hours on Friday and what should have been said was 24-48 business hours not including weekends. I did process the refund for the customer as a one time courtesy back to her Afterpay account, it already reflecting in their system. 

  Customer Answer

  Date: 08/08/2022

  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,
  
  
  
  ***** ******
  

• Initial Complaint

  Date:07/27/2022

  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.

  On 07/24/2022 I placed an order for the Fenty Eau De Parfum and the two cookies n cream clay mask products. The package was delivered on 07/27/22 and I opened the packaging and saw the two clay mask and NOT the parfum. I immediately contacted customer care and they were not compassionate or professional. They advised me of a tracker and investigation that was launched which will take up to 8 business days. I am requesting a refund for the parfum that was never received.

  Business Response

  Date: 08/01/2022

  Hello,

  We would like to apologize that the customer is not happy with the service that she received from our customer service or the Supervisors that she spoke with on the 27th. We will be listening to all the calls that were placed. 

  The customer was given the correct information an investigation must be filed and it can take up to 10 business from the date that UPS receives it. The investigation was sent to UPS on the 27th as well at the latest date we would have the results back would be on the 10th by the end of business day. Once we have the results, we can further assist the customer. 

  I did check the customers account history with us, since we usually offer a one time courtesy reship or refund when packages or items go missing. It appears that we reshipped the customer a missing package in March of 2021, instead of waiting on the investigation. 

  Thank you,

  Stephanie 

  Fenty Customer Service Supervisor