ComplaintsforFenty Beauty

• Initial Complaint

  10/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  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

  10/19/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  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.

• Initial Complaint

  10/10/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On September 21, 2024 I placed an order on the FentyBeauty.com for some makeup and skincare totaling 264.75. Order number **********. My order was scheduled to be delivered September 24th. Due to hurricane Helene which devastated our area the order was delayed and lost by USPS then later found by USPS and delivered to me September 29th. When I finally got my order I realized it was damaged. I called Fenty and they informed me to request a return for a refund on their site; which I completed the same day of September 29th. Later that day I received an email stating my refund was not approved because I didn’t not provide detail photos to document the damage. I again called Fenty and they informed me that I would need to email them additional photos or the damaged product, shipping box and packaging. Again I completed that request the same day. Days go by and I didn’t hear from anyone. I eventually emailed them again requesting a status on my return. I informed them if they wanted the damage items back to send me a return shipping label and I would send back the damage items for a full refund. That is when the agent tells me that my return request could not be accepted but that they could do a partial refund of $120 and I keep the damaged products. I said, why would I want to pay any amount of money for damaged products. I informed them that I have no desire to keep damage products and to please send me a return label to return the items so that I may get a full refund. She then closed my case and denied my refund!! What!! The Fenty site clearly says customers are eligible for a refund of not 100% satisfied. I am within the timeframe. I have sent multiple emails asking why my return was denied. I have asked for a supervisor to call or email - they never do. I have asked why I cannot return the items for a return and each time they automatically close my case without even addressing my concern. It’s such a shame, Fenty Beauty is a thief/scam!

• Initial Complaint

  09/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  On 9/10/24 I received a text from fenty beauty in response to a promotion they had. After clicking the link, it brought me to the website which advertised 50% off everything vip members. I clicked the link to start shopping. I added items which immediately showed up 50% off. There was a count down on the sale. I text my daughter a screenshot of my cart and told her she still had a couple hours to shop. I went to confirm the colors of foundation needed and proceeded to check out. I went back to cart and noticed my items were switched back to full price. During this time, I received another message from Fenty saying hey boo we were busy and sent the wrong link. After trying to figure out why my discount was removed, I saw they had changed it to a new code with only 30% off. *****. Instead of the ******** attached in the shop now link. I immediately emailed fenty after the chat option said they were now closed. I sent photos of my cart, hoping they would be honest and fix it. I’ve shopped many times with them and it’s always seemed honest. Today, I spoke with Brea who was on hold back and forth speaking to management. She basically passed a message back to me and had me sending text messages and photos of my proof. She then said they say if I don’t get a picture of the sale on their page they can’t help me. I would’ve only done that if I expected a bait and switch and I did not. But my cart photo was proof. I was when gas lit with her saying they said that was no such thing, that code is not part of their system, She basically attempted to make me out to be dishonest in this situation. I am utterly offended that they are being dishonest about this even with proof. In further conversation she admitted that the first link could have created the issue and caused the 50% sale and code but they fixed it. But it wasn’t fixed before I put it in my cart. So instead of owning their mistake, try to make me seem like I didn’t see it. This is bait and switch. They can’t honor it

• Initial Complaint

  08/29/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I received two return Label to return items from 2 orders placed. I put 4 items into one of the 2 packages with the 2nd return label. I received credit for 1 item in the amount of $11. I spent days speaking with Chad without resolution. Item were received that was evident fron the 1 credit received. Return not credited Total Pending Due $29.49 Items Micro Fiber Bra Supple Flex Leggings Curbside Bra

• Initial Complaint

  04/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Mother’s Day is coming up. I no longer have a relationship with my mother but I never forget to send her gifts & flowers on holidays, her birthday and Mother’s Day. It’s also my way of letting her know I’m around even if never directly. I placed an order with Fenty Beauty and had it shipped to my mother home address in ***. The minute I got an order confirmation, I opened that message and within 5-6 minutes, I had already contacted customer service via email requesting that my phone number or email not be divulged or included anywhere in this package. I placed this order on 4/28/24. I no longer live in NY. I cannot just go to *** to reroute and intercept a package. But that is the only solution provided to me when I contacted customer service about not disclosing my email and phone number. They indicated several times they don’t do that and it wasn’t in their policy and that their policy is on the website. I know for a fact that they did not begin processing my order the minute it was placed. However, within minutes of me placing it, I did contact Fenty. This company chose to respond to me AFTER 12 Noon, the next day—which is today 4/29/24, a normal working day. They could have contacted me promptly hours before at the start of the day, like 9, 10 or 11 AM. They chose to do so HOURS LATER to lock in their no refunds after an order is being processed policy so they started processing it first. I indicated that my request, for safety reasons, was that my email and phone be omitted—just an omission of that phone # which they refused while adhering to “no cancellations, no refunds.” So if something happens to me or I’m tracked because my contact information is divulged or listed when I don’t want that, then the supervisor that spoke to me implied it’s my fault for not avoiding the order to begin with had I not contacted Fenty before placing the order to see the type of info noted in their packaging slip. Horrendous customer service! Awful policies.

  Customer response

  05/06/2024

  
  

  Dear Sir or Madam,

  
  

  I wanted to reach up to make an edit to my complaint for several reasons.  Today is May 6th 2024.  I placed an order on the evening of April 28th 2024 and to date, Fenty Beauty has not provided tracking information for my order, leaving me to wonder if my order is in limbo, or if it was ever processed timely (the website indicates they begin processing orders within 1-2 business days, and here we are 6 business days later, with nothing).  Considering that the website also indicates it can take more than a week for delivery from time of processing, if my order was never processed within the window noted online (or at all), it will not make the intended recipient in time for Mother's day.  What was the point of me ordering a gift 14 days prior to Mother's day if one is running the risk of the product not even arriving?  I need to be refunded my money back  ASAP. I can order from Sephora or Macys--which does provide gift receipts and gift boxes and that have a much more customer centric return policy and better treatment.  Fenty Beauty has not handled my order or any requests accordingly.  

  
  

  Originally, I just wanted the BBB to know Fenty Beauty can do better with some of its policies, but definitely in how its staff is trained.  I would like to reiterate what a turn off and underwhelming experience it was to contact customer service via phone, and how unpleasant that interaction was.  Email response was no better.  The website indicates one must make sure all info entered is correct because cancellations or modifications were not allowed.  All the info was correct. My info was prefilled from the shop app which just transports the info at checkout.  I checked it.  Its correct and I cant put a different phone number that is not linked to my bank account on file or change info that doesn't match what's on record or the transaction may not go through.   Everything was fine until I realized my phone # was listed on the receipt.  I do not want my number listed on the invoice going to the recipient.  I do not even live in the state where the package is going. 

  
  

  It is a very reasonable request for a multi-billion dollar company.  This company in addition to being owned by a Celebrity, is also owned by a luxury retailer.  People buy gifts for holidays and loved ones all the time.  Millions are spent marketing sales and deals during this time or placing orders by a certain deadline for delivery by the holiday.  So to reach out to Fenty and ask that just my phone and email not be included in the receipt but to be told by Customer Service that this company, in addition to its "no modifications or cancellations" policy also did not provide gift receipts or gift packaging of any kind....  I mean... Then to be told by a supposed Supervisor (which I doubt was even a supervisor) that had I read their policy on their website before ordering, I could have avoided placing an order so that if my information is disclosed, that's on me...  After I stated that I shouldn't have to divulge my safety issues or personal matters to a rep and that I just wanted to protect my contact info from being listed for others--again just a firm stance about what I should've read and what cannot happen.  So why then was this order not processed?  Because 8 days later they have yet to follow up but they wanted to stress their policy while not adhering to their portion of it?  Makes no sense to me.  I want my money back. This company should invest in better training. In a better policy.  Or provide optional receipts.  Period. 

  
  

  First of, again this is a billion dollar company and it will not provide a gift receipt?  Okay fine.  Since that is not an option, why isn't there an option to limit the purchaser's contact info by checking off a box or something?  This would only apply anytime the recipient of the items is not the purchaser/sender.  It's perfectly logical and enables the recipient to return anything directly after receipt if the item doesn't work or fit or isn't liked.  It is also a very reasonable request to not want all my personal data--for any reason---to go to the recipient of a gift.  Fenty could just as easily add: receipt send to email or account on file (or thereabouts).  It is not okay to deal with people who lack people skills, whose tone and pitch tell-tale the fact that we are dealing with young, immature people who have not mastered the appropriate skills to deal with clients.  I went online. Or with an ironclad order policy while not adhering to the proper processing and quick shipping thereof.  I was supposed to get tracking info the minute the items were sent; that never happened.  I followed up asking for my receipt Friday evening.  Still haven't heard back.   I saw the return policy.  It doesn't say anywhere that your privacy is listed for all and sundry to see.  It doesn't say that gift receipts are never provided.  It just says to make sure info is accurate because orders are worked on immediately and their policy allows for no cancellations or modifications.  The suggestion to reroute the package to a different address---is that not a modification?  It is.  And omitting a phone number changes nothing about the order but that is unacceptable?  Customer Service at Fenty is unacceptable, the sales rep are obnoxious and they need to be aware of this.  Period.  Please pass this message to the retailer.  I want my money back.  Thank you.

• Initial Complaint

  04/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I've placed my order at least 7 times and each time my order has been cancelled. Here is my latest order. Prior to this, I had no issues placing my order. What is the problem? Order **********  This feels like I'm purposely being blocked from purchasing products.

• Initial Complaint

  03/16/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Made an online purchase with Fenty beauty and did not receive the delivery of the item so I reached out to customer service to get a full refund when I reach out to customer service. I was told that unfortunately I would not be able to get a full refund the only option they gave me was to re-ship item back to my address. When I inquired about why I was not able to receive a full refund I was told that due to orders I had placed in the past that I had received refunds for That was the only option available. I proceeded to explain to the person in customer service that unfortunately I had people in the area who were stealing packages off of peoples pages which is not uncommon so I don’t have anything to do with that when I suggested that I was going to file a dispute via my bank for the charge I was told via customer service chat, that if I filed a dispute with my bank that I would no longer be able to purchase any products for Fenty beauty online due to the bank to charge back from the bank, which I’ve never heard a business tell customer that , at this point, I just want my refund of my money and that’s it

• Initial Complaint

  12/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On 11/23 I ordered the ******** from Fenty Beauty. The item was allegedly shipped but upon arrival on 11/28 the wrong item was included in the box. I reached out to customer service via ******* asking for the correct item to be shipped. On 11/29 I reached out again via email, hoping to expedite the correct item being shipped. The item is eyeliner and I am currently out, so this item is something I'd like to get ASAP. It has been nearly a week and I have heard nothing back regarding the correct item being shipped. Please expedite shipping of the correct item: ******** LONGWEAR LIQUID EYELINER — CUZ I'M BLACK - CUZ I'M BLACK COLOR: CUZ I'M BLACK QUANTITY: 1

• Initial Complaint

  12/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed an order, for christmas gifts, using my credit card and checked out using the “guest” checkout option rather than to sign up and receive continuous solicitations. After a few days I noticed that I did not receive an order confirmation however the charges were pending on my credit card. I reached out to Fenty in an attempt to obtain an order confirmation or tracking. I never received an email confirming my order as well. I have reached out 5 times over the last few weeks with no response at all. I have tried calling customer service during the business hours and have not been successful in speaking with anyone. The charges ($150) have posted to my credit card but I have not received any products I purchased, no email confirmation, no order number and no tracking number. Unable to request a refund through the website or by phone. I though going directly to their site to purchase would be a “safe bet” however I am left scammed out of $150 and my daughter will not receive her gifts she was hoping for, for Christmas.

*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. ↩