Spent more money to qualify for the free next day delivery. Still not here 9 days later. The first few days they refused to do anything claiming "it wasnt lost, look at the tracking" whilst the tracking showed it hadnt moved in days. After that they told me theyd comtact evri on my behalf for an update which i never received. After that they told me I had to wait over 9 days for a refund to be processed - the items were out of stock so could no longer receive the items I had ordered. By the time the refund is processed I'd have been without the money (£76) for 3-4 weeks, with absolutely nothing to show for it. They offered 10% off which as I said is insulting, considering the site has larger discounts on, or emailed, constantly (e.g. Today there is 20% off), so 10% is in no way an apology. Service Value Shipping Returns Quality Date of experience: February 5, 2025Customer Service with this company sadly is nonexistent and I will not be placing any more orders with them as found them rude and unhelpful when I contacted them. Service Value Shipping Returns Quality Date of experience: February 23, 2025Placed a order a month ago,still haven't received it,1UDU-UX3R-J2C1-8,they let me know they lost it.If I ever get a refund I wound consider myself lucky as they made me pay duty before shipping(Asendia) it,as it was a expensive order.Never again Tip for consumers:They give you a bargain,but if you receive shipment consider yourself lucky. Products used:Didn't receive any. Service Value Shipping Date of experience: November 17, 2024I'm extremely disappointed with Beauty Bay for their misleading terms and conditions. They clearly state no import taxes or duties are required, yet I had to pay them upon delivery. There's never any mention during the checkout process that duties might apply. I even contacted them, pointing out the misleading clause in their terms, and their response was dismissive, pretending there's no issue. This lack of transparency and customer care is unacceptable. Buyers, beware of this shady practice Products used:Shampoo Service Value Shipping Date of experience: October 3, 2024I received an email saying it was delivered, but I never got it. Emailed the company and was told to ask all my neighbors (I live in an apartment building). I checked, got the log of deliveries from my building…and then the back and forth with customer service began. At least 3 emails before I filled out their 'form' correctly - which was nothing more that a few lines inserted in the email body. And now that there is apparently nothing left to criticize about the info I've provided, it has been absolute silence. I would NEVER order from them again. Service Shipping Returns Date of experience: December 23, 2023Please never buy from this company. They sell their own brand items, which describes as absolutely amazing items. I bought hair care products, which resulted in hair loss and my be unable to brush my hair. I have emailed advising of the issue, and asking for how can i return it. THE company advised me to stop using product immediately and in next email said they not gonna accept return since the product is open. Tip for consumers:Please never buy from this company. They sell their own brand items, which describes as absolutely amazing items. I bought hair care products, which resulted in hair loss and my be unable to brush my hair. I have emailed advising of the issue, and asking for how can i return it . THE company advised me to stop using product immediately and in next email said they not gonna accept return since the product is open. Products used:Beuty Bay made hair care products Service Value Shipping Returns Quality Date of experience: April 14, 2024I don't recommend this website to anyone, be careful! I placed my order almost 2 weeks ago, yet, I didn't receive my package! And they are charging me almost 20 USD for the shipping with 2 - 4 days after dispatch Very poor experience, They replied here by you can send us email! I have Send email no swift action or an actual help! Just Auto general reply…. The worst experience ever Service Value Shipping Date of experience: November 7, 2023I placed an order worth €75 two weeks ago and still have not received my parcel. I have gotten no update on the progress of my order in over a week. The customer services are extremely unhelpful and keep referring me to the courier service who in turn, refer me back to Beauty Bay. Beauty Bay did not supply correct information for customs so the parcel cannot be passed onto the courier company. So my package is in limbo somewhere. I was also told that I can't cancel my order because it was already dispatched from Beauty Bay however 2 weeks and waiting for an order is a bit of a disgrace in my opinion. I am really unhappy with the delay in receiving my parcel and also with the lack of communication on the issues causing the delay. I never ever leave negative reviews for any company or establishment however I am just totally fed up with the lack of communication and lack of urgency to rectify the issue. Service Shipping Returns Date of experience: August 31, 2023I did not receive my parcel last week I did not receive my parcel last week, the ongoing emails back and forth all week with "customer service " was horrendous, no compassion and lack of support. Apparently my parcel was given to a neighbour which was not the case as the only photo they could show was the delivery guy holding my parcel and not the neighbour...NOT HELPFUL and unprofessional... Will not be ordering from these gangsters ever again Tip for consumers:unprofessional, not helpful, no compassion. Will not be ordering from these fraudsters again Products used:specific shampoo and conditioner and serum for my hair type Service Shipping Returns Date of experience: November 28, 2023Ordered placed 6th October, still not delivered. Beauty Bay keep on saying they are investigating with the courier (Fastway) but no updates until I again place a bad review. Fastway have lost the parcel or the items in it and have informed me of this but Beauty Bay will not refund me or send another package. Same replies constantly from Beauty Bay - we will investigate but no follow up. Terrible Customer Service - I would advise to order from Look Fantastic instead. Products used:I didn't receive my products even though Beauty Bay charged 82 euro to my account Service Value Shipping Date of experience: October 31, 2023I ordered goods worth £94 in December. Still awaiting for the parcel Dreadful customer service This company is tell me there is no trace of my order even though I have screen shots of my order and money being taking out of my Barclays Accout They fail to take accountability Company needs to be looked at. Happy to take money but don't deliver the goods Date of experience: January 23, 2024I ordered a shrek advent calendar on November 27th and here it is December 20th and still no package. Beauty Bay has done nothing to resolve this issue. Just keep emailing me the same response delays are out of their control. I will not order from this company again because it's obvious they are just in the business of taking customers money but when it comes to customer service or customer satisfaction they could care less! Service Value Shipping Date of experience: December 20, 2023Shipping took its sweet time and even when I finally received my package, they sent me two of the same eyeshadow palettes when I was supposed to get two different ones. Don't be deceived by the clean/professional/trust-worthy looking website, you'll have a much better time just ordering from Ulta or something. Don't waste your time. Thankfully I got a deal, so my order was only $23 so I didn't waste extra money on this website. If you want something cheap and you're okay with risking all of these things like prolonged shipping w/ very little updates, possibly receiving the wrong product, fighting w/ customer service, etc. then sure, go for it, I guess. Just don't be surprised if you end up regretting it. Products used:cosmetics Service Value Shipping Returns Quality Date of experience: July 26, 2022This website is so bad to orders from. They're so bad at handling basic shipment & also for some reason charge an extra fee for no reason then claim it's not their fault even though I've shown them proof. If you have an issue they won't just fix it but rather drag it until you're sick of asking them. Shipping Date of experience: May 16, 2021Wish I would have done more research before ordering from Beauty Bay! Never received package and CS is absolutely no help. They want me to try to locate it, yet it's still in the UK & I'm in the states. Do yourself a favor and order from another site. Date of experience: December 29, 2021The worst company I have had the misfortune of ordering from online. There is no way to contact anyone and you will wait a minimum of three days between each correspondence. They send packages to the wrong addresses, it took over a week between payment for the order to even be confirmed, I could go on. It's fine when it's fine but they don't carry anything particularly special enough for me to warrant this kind of treatment. I would strongly advise anyone to considering buying from other companies that can protect your data and at least answer your questions within a reasonable time and can actually tell you where the items you've paid for are. Would never order again. Tip for consumers:Honestly, don’t, it’s not worth the stress and as I said they don’t carry anything particularly special or anything you can’t get elsewhere, spend your money where it is appreciated and somewhere that actually has a customer service team. Products used:Unfortunately none as they sent my package somewhere else and have been unable to help me retrieve, I have no idea where my things are and they have been lesssssss than helpful - to say the least! Service Shipping Returns Date of experience: March 18, 2021Beauty Bay currently have more than £800 of my money that they took for orders that they cancelled immediately (refusing to provide any explanation whatsoever) and that I placed again using alternative methods of payment before I realised that they were being dishonest. They took it last week and told me that I will need to wait up to 2 weeks for a refund. There is no option to speak to anyone on the phone and their customer services email just provides the same $#*! about being sorry for the disappointment and allowing up to 10 working days to receive a refund. This is absolutely unacceptable when they've taken nearly a thousand pounds for a product that never even left their warehouse. Tip for consumers:Don't bother unless you want to pay for something you won't get. Service Value Shipping Returns Quality Date of experience: March 4, 2023Placed an order and can't even get something as basic as an order confirmation! Seeing all those bad reviews about your shipping performance on the internet I'm starting to regret purchasing from you. I'm in touch with your CS already getting nowhere. I've now asked for order cancellation, again, silence at the other end. Update: ultimately items were shipped despite missing order confirmation. Service Value Shipping Quality Date of experience: January 26, 2021Would leave no stars if I could. Ordered Saturday for next day delivery (mother's day) and it's still hasn't arrived it's now Wednesday. Company claims they're looking into it. I've explained I don't want the product now it was meant to be a mother's day gift. Apparently nothing they can do at this point. Stay well clear of this scam company Date of experience: March 22, 2023Sent the wrong foundation colour to me. Got in touch with them waited 10 days for a response been waiting over a month for my refund still no refund… keep emailing keep getting automated email back. Never buy from them again, beauty bay customer service are a joke. Tip for consumers:Don’t Service Value Returns Quality Date of experience: December 22, 2022My order was charged on December 14, but never received. I tried to contact customers service, they have a message about responding in 8 days. Well, they don't. 3 emails (after 8 days), no reply. Had to order again from another website. Beware Tip for consumers:Don't buy if you care about your money Service Shipping Date of experience: February 4, 2023I ordered a palette 2020 12/24 (It's cost more than 30 dollars) and the haul says it's in my country but still in transit.(they said this at 2021 01/07) once I ordered an ordinary product which came in 2 weeks. I don't know what to do now, I write a letter to their email and to their twitter account.It's so much money for me and I'm so sad :(( (( I didn't get an email or anything about my haul(even I paid money for tracking) This was the last time I ordered anything from beautybay, Never again. I hope I'm gonna get a refund somehow... Tip for consumers:Don’t buy anything from here bc the shipping is very bad .The quality of the products good but the shipping is worst I’ve ever seen. Products used:None of bc they didn’t arrived duhhh Service Value Shipping Returns Quality Date of experience: January 21, 2021I bought a Beauty Works hair curler for my daughter, chose this as it was supposed to work well with long hair. Not only did it not curl her hair, the product had clearly been used before as packaging was loose and included gloves were really dirty! Beauty Bay are refusing a return as they say I breached their returns policy by opening the packaging. I will be contacting my credit card company for a refund. Service Value Shipping Returns Quality Date of experience: January 2, 2023Don't be fooled by company online free shipping or express delivery, I had the worse experience with my order I ordered a express delivery and not only have not received after twenty days but also ended up to pay extra duty unpaid by this company Date of experience: September 11, 2020No idea why it's got so many negative reviews. I got my shampoo and conditioner from there since it was the only place selling it. Didn't pay for express shipping but didn't mind waiting for standard shipment times which I think was fair. Overall a fine experience, would buy again. Date of experience: July 11, 2020