HELP: Beautybay Experience

I’ve never purchased from from beautybay and it sounds really disappointing from all your comments. Its quite hard to work out issues with some companies that are overseas and all but i wouldve thought that such a reputable business such as beautybay wouldnt have such an issue.

I’m sorry to hear of your bad experiences, Beautybabe and lin_ny. ive ordered with beauty bay about 5 times in the past and all those times the parcels arrived perfectly. the only trouble i had once was when i ordered some essie nail polishes and they didnt turn up till a month later, but in that case it was customs here that was holding it up.

Sadly I had a bad experience with them as well… http://makeuptips-blog.com/post/41828117918/review-beautybay-beautybay-com-my-experience

I think they have a Facebook as well so if you could kick up a fuss there with photos, they will want to do something to resolve it quickly. =]

Any news, lin?

After 25 days, I finally got an email response from them, so hopefully they’ve replied to you too!!

Hey girly

I am so dissapointed to hear about your Beautybay experience because when I purchased my UD Naked palette and Sustainable Palette from them, it arrived brand new as you would expect it to.

Since email has been a bit slow, maybe try tweeting them? Because they have been quite good at replying back to me and some of my friends on there so maybe that could help speed things along (hopefully!). One of my orders took longer than expected so when I contacted them, and they were helpful.

I agree with some of the other ladies on this thread and that phoning and sending photos are good ideas as well.

Also, I wouldn’t be afraid of following up every 4-5 days in between emails. With some other companies, I have found that my persistence paid off because they were so lazy in getting back to me.

Let us know how you go and best of luck

hey guys, recently i ordered two naked 1 palettes & a naked basics from beautybay, and when i got the order, and i opened all 3 palettes, at least 1 color looked like it had been swatched before. What made it worse was that the UDPP in one of the naked palettes was EMPTY. It was like it never was filled.

I contacted UD about this problem, and they advised that i should contact beautybay about this issue, although i thought UD would take more responsibility on this, as it was their manufacturing fault, and beautybay is sort of just a reseller.

I then contacted beautybay, last week; then received two emails that day letting me know that they would have a delayed response back to me.

Up until today, theres still no word from beautybay, and i just dont know what to do.

My palettes just didnt look “new”, and there was abit of fallout on the cardboard areas of the palette (like abit under where the words were printed), and to top it off one of the UDPP was empty.

I would love to get your opinions on how i should go about this problem 🙁
PS on the plastic box of the naked palette, was there a clear circle seal on the ends? because mine didnt, and i wasnt sure if there was meant to be one there or not…

Thanks for reading this looong problem, and thanks for input in advance! xx

This is very disappointing. I agree with the other members’ suggestions.

A phone call is expensive, so you may want to send one more email stating that if you don’t receive a satisfactory response with 48 hours you will have to escalate the matter. Also quote their policy, in particular clause 10.3 (copied from their website):

10.Returns Procedure

10.1If the goods are to be rejected in the time limit set in clause 9 above, the Customer shall comply with the return procedure as defined in clause 10.2, below. BeautyBay.com will not accept any returned goods should the return not follow the aforementioned return procedure. 10.2The Customer must follow the returns policy set out on the reverse of their invoice or as detailed on http://www.beautybay.com. This requires emailing BeautyBay.com (customerservices@beautybay.com) to notify their intention to return any goods. 10.3In cases where the rejection of the goods is due to a defect or discrepancy in the order, the Customer is entitled to a full refund or replacement. The faulty or damaged product must be returned to BeautyBay.com before the refund or replacement can be issued. We will examine the returned product and will notify you of your refund within a reasonable period of time. We will usually process the refund due to you as soon as possible and, in any case, within 30 days of the day we confirm to you that you were entitled to a refund for the defective product. Products returned by you because of a defect will be refunded in full, including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us.

Tulip Love’s suggestions are excellent if you paid via PayPal or a credit card. Also, it is always useful to keep hard copies of your emails as evidence.

Let us know how you get on. x

Excellent advice Roxymisha, always pays to read the fine print – especially where it says they will refund the postage cost incurred by you for returning the product.

Thanks – I always check the terms and conditions and legals on a website if I encounter a problem. x

That’s terrible! I buy from Beauty Bay all the time and have never had a problem.

The fault does lie with Beauty Bay though, not Urban Decay, because Beauty Bay is responsible for the quality control of all products they sell.

I’d keep contacting them every couple of days until they offer you some appropriate help.

This is very disappointing. I agree with the other members’ suggestions.

A phone call is expensive, so you may want to send one more email stating that if you don’t receive a satisfactory response with 48 hours you will have to escalate the matter. Also quote their policy, in particular clause 10.3 (copied from their website):

10.Returns Procedure

10.1If the goods are to be rejected in the time limit set in clause 9 above, the Customer shall comply with the return procedure as defined in clause 10.2, below. BeautyBay.com will not accept any returned goods should the return not follow the aforementioned return procedure. 10.2The Customer must follow the returns policy set out on the reverse of their invoice or as detailed on http://www.beautybay.com. This requires emailing BeautyBay.com (customerservices@beautybay.com) to notify their intention to return any goods. 10.3In cases where the rejection of the goods is due to a defect or discrepancy in the order, the Customer is entitled to a full refund or replacement. The faulty or damaged product must be returned to BeautyBay.com before the refund or replacement can be issued. We will examine the returned product and will notify you of your refund within a reasonable period of time. We will usually process the refund due to you as soon as possible and, in any case, within 30 days of the day we confirm to you that you were entitled to a refund for the defective product. Products returned by you because of a defect will be refunded in full, including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us.

Tulip Love’s suggestions are excellent if you paid via PayPal or a credit card. Also, it is always useful to keep hard copies of your emails as evidence.

Let us know how you get on. x

Excellent advice Roxymisha, always pays to read the fine print – especially where it says they will refund the postage cost incurred by you for returning the product.

sorry i havent checked back to this in a few days, but thanks so much for all the suggestions!
I think im gunna opt for calling up next, because i prefer talking to the other person/party directly.

Thanks so much again, i’ll keep you guys updated x