Delivery was fast and good. Product was a little disappointing as seemed much thicker but coverage was less effective than previous concealers I have purchased from Rose Inc. have they changed t... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Beauty Bay is my preferred destination for all skincare needs. Their selection of Laneige products is consistently impressive, and their pricing remains highly competitive. The only drawback I have ex... See more
Company replied
I love BB, but they should have a customer service phone number... I contacted them by email last week in order to try and contact the courrier as I cannot track my parcel, and to make it arrive eit... See more
Company replied
My order wasn't delivered at home but to a relay, despite choosing and paying extra to have it delivered directly to me. It's the second time it happens. An eyeshadow was damaged from shipping, which... See more
Company replied
Company details
- Cosmetics Store
- Beauty Product Supplier
- Cosmetics Industry
- Hair Product Store
- Skin Care Clinic
- Wellness Center
Written by the company
BEAUTY BAY's mantra is to share our beauty obsessions with the world. We started out in 1999 as a fragrance retailer before expanding into skincare and cosmetics, introducing some of the big names in beauty to the UK, and establishing ourselves as a key player in the industry. In 2018 we launched our own beauty brand, By BEAUTY BAY, a growing selection of high-quality, affordable, and cruelty-free skincare and makeup products, which is now our top-selling brand on site. As well as showcasing must-have beauty essentials from known and loved brands, we source and create the hard-to-find products you can't find anywhere else - in order to bring our customers the best, first. From graphic liners to jade rollers, we're the go-to destination for the next generation of beauty obsessives who look to us to seek, discover, and showcase the ultimate selection of products. Beauty is about community. From the most inspiring makeup artists to influencers across the hair, skincare, and makeup worlds, we create spaces for people to connect and share their beauty obsessions. We have over 12,000 products on site and new launches every week, so whatever your vibe, you'll find the products and the inspiration on BEAUTY BAY.
Contact info
PO Box 518, M5 0BN, United Kingdom
- customer.services@beautybay.com
- www.beautybay.com
4.0
Great
171K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 85% of negative reviews
Typically takes over 1 month to reply
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Absolutely horrendous
Absolutely horrendous! My order was sent out three weeks ago, then said it had been returned due to damage. I’ve contacted Beauty Bay twice, spoken to online bot/agent and still nothing back from them! Will be taking this further from this point.
2 February 2026
Unprompted review
Reply from BEAUTY BAY
Hi Dean,
We’re sorry to hear about your experience and understand your frustration. Beauty Bay has since entered a new era under new ownership, and we’re committed to providing a better experience for our customers.
We hope to have the opportunity to welcome you back to Beauty Bay in the future.
Clearly took orders knowing they were…
Clearly took orders knowing they were never going to send the goods. Haven’t issued a promised refund.
They have since gone out of business and clearly had no intention of delivering the good so I have reported them as a scam to be investigated
3 February 2026
Unprompted review
Reply from BEAUTY BAY
Hi Nick,
We’re sorry to hear about your experience and understand your frustration. Beauty Bay has since entered a new era under new ownership, and we’re committed to providing a better experience for our customers.
We hope to have the opportunity to welcome you back to Beauty Bay in the future.
Zero customer service
Used to be a good company. My parcel states it was delivered to the collection point a week ago and the people there can't find it. I understand the delivery issue isn't beauty bays fault directly but I have had zero response in my requests to help locate it or send me a replacement shipment. If this continues I'll have no choice but to file a dispute with my bank as it's I'm now down the money with nothing to show for it.
18 February 2026
Unprompted review
Reply from BEAUTY BAY
Hi Rachel,
We’re sorry to hear about your experience and understand your frustration. Beauty Bay has since entered a new era under new ownership, and we’re committed to providing a better experience for our customers.
We hope to have the opportunity to welcome you back to Beauty Bay in the future.
Treat your customers better…
My order wasn’t fulfilled and items were missing. Customer service have been painful and are not refunding me or providing a replacement. They’ve asked me to send a photo of the order … which I haven’t received?
Don’t shop here
5 February 2026
Unprompted review
Reply from BEAUTY BAY
Hi Neve,
We’re sorry to hear about your experience and understand your frustration. Beauty Bay has since entered a new era under new ownership, and we’re committed to providing a better experience for our customers.
We hope to have the opportunity to welcome you back to Beauty Bay in the future.
Great services and lovely products
Great services and lovely products, very impressed by beauty bay skin care own brands,, can't wait to try them all; very generous free gift as well, excellent service.
16 February 2026
Unprompted review
Reply from BEAUTY BAY
Hi Dominga,
Thank you so much for your lovely review! We’re delighted to hear you had such a positive experience with our products and service, and we truly appreciate your support. 💖
Since then, Beauty Bay has entered a new era under new ownership, and we’re excited about what’s ahead. We’d love to welcome you back and invite you to explore our current range.
My order wasn't delivered at home but…
My order wasn't delivered at home but to a relay, despite choosing and paying extra to have it delivered directly to me. It's the second time it happens. An eyeshadow was damaged from shipping, which also isn't the first time. They closed the Tribe reward program without telling their customers so we couldn't redeem our points.
The Beauty Bay products themselves are good but the delivery and customer services are terrible now.
23 January 2026
Unprompted review
Reply from BEAUTY BAY
Hi Nasu,
We’re sorry to hear about your experience and understand your frustration. Beauty Bay has since entered a new era under new ownership, and we’re committed to providing a better experience for our customers.
We hope to have the opportunity to welcome you back to Beauty Bay in the future.
Awful experience
Awful experience, my daughter used the older genuine original version of this product with no issues. This latest version has caused a massive alergic reaction. Be very careful when purchasing this product.
The product was : Babe Original Essential Serum 2ml
8 February 2026
Unprompted review
Reply from BEAUTY BAY
Hi Elan,
We’re sorry to hear about your experience and understand your frustration. Beauty Bay has since entered a new era under new ownership, and we’re committed to providing a better experience for our customers.
We hope to have the opportunity to welcome you back to Beauty Bay in the future.
Price has gone up a lot and not as many deals
I used to be obsessed with them and spend hundreds on lots of makeup and skincare items, but now they have gone up in price a lot and don’t do as many deals as they used to. I would spend £100 and get lots of boxes from them, but now you spend £100 and you get only one tiny box. It’s just not the same anymore
14 January 2026
Unprompted review
Reply from BEAUTY BAY
Hi Holly,
We’re sorry to hear about your experience and understand your frustration. Beauty Bay has since entered a new era under new ownership, and we’re committed to providing a better experience for our customers.
We hope to have the opportunity to welcome you back to Beauty Bay in the future.
Reply from BEAUTY BAY
Hi Linda,
Thank you so much for your lovely review! We’re delighted to hear you had a positive experience with Beauty Bay and were happy with the delivery. 💖
Since then, Beauty Bay has entered a new era under new ownership, and we’re excited about what’s ahead. We’d love to welcome you back and invite you to explore our current range
Excellent all round
Excellent all round. Great value products and brilliant prices. Arrived next day and can’t fault. Highly recommended 🥰
13 February 2026
Unprompted review
Reply from BEAUTY BAY
Hi Hayley,
Thank you so much for your lovely review! We’re delighted to hear you had such a positive experience with Beauty Bay, and we truly appreciate your support. 💖
Since then, Beauty Bay has entered a new era under new ownership, and we’re excited about what’s ahead. We’d love to welcome you back and invite you to explore our current range
Reply from BEAUTY BAY
Hi Julie,
No worries at all, and thank you for taking the time to leave a review. 💖 Since then, Beauty Bay has entered a new era under new ownership, and we’re excited about what’s ahead.
We’d love to welcome you back and invite you to explore our current range
Reply from BEAUTY BAY
Hi,
Thank you so much for your lovely review! We’re delighted to hear you had such a positive experience with Beauty Bay, and we truly appreciate your support. 💖
Since then, Beauty Bay has entered a new era under new ownership, and we’re excited about what’s ahead. We’d love to welcome you back and invite you to explore our current range
I’ve been a loyal Beauty Bay customer…
I’ve been a loyal Beauty Bay customer for years and an active member of the TRIBE programme. Through genuine purchases and engagement, I accumulated close to €100 in TRIBE value.
When the programme was closed, I unfortunately did not see or receive clear communication that would have allowed me a practical opportunity to redeem my balance within the limited gesture window. As a result, the entire accumulated value expired.
I contacted customer service politely and multiple times, not to dispute the terms and conditions, but to ask whether a one-time goodwill gesture (such as store credit) could be considered from a customer-experience perspective. While the responses were courteous, they were strictly policy-based and no goodwill solution was offered.
I understand that companies can close loyalty programmes at their discretion, but losing earned value without a realistic chance to use it feels disappointing as a loyal customer. This experience has made me reconsider my future purchases with Beauty Bay.
Products are good, but loyalty is built on how customers are treated when things don’t go perfectly — and unfortunately, this fell short for me.
5 February 2026
Unprompted review
Reply from BEAUTY BAY
Hi Zafrir,
We’re sorry to hear that your experience with Beauty Bay at the time was not what you expected. Since then, Beauty Bay has entered a new era under new ownership, and we’re excited about what’s ahead.
We’d love to welcome you back and invite you to explore our current range.
Great sale and prices and products are…
Great sale and prices and products are great
7 February 2026
Unprompted review
Reply from BEAUTY BAY
Hi Sarah,
Thank you so much for your lovely review! We’re delighted to hear you had such a positive experience with Beauty Bay, and we truly appreciate your support. 💖
Since then, Beauty Bay has entered a new era under new ownership, and we’re excited about what’s ahead. We’d love to welcome you back and invite you to explore our current range
Great product and super quick delivery.
15 January 2026
Unprompted review
Reply from BEAUTY BAY
Hi Zoe,
Thank you so much for your lovely review! We’re delighted to hear you had such a positive experience with Beauty Bay, and we truly appreciate your support. 💖
Since then, Beauty Bay has entered a new era under new ownership, and we’re excited about what’s ahead. We’d love to welcome you back and invite you to explore our current range
my order never arrived
I ordered a palette on 18/01/26 and it still hasn’t arrived as of 07/02. I contacted customer service requesting a refund and have received no response at all.
Waiting weeks for an order is bad enough, but being ignored is unacceptable. This has been a really frustrating experience and I won’t be ordering from Beauty Bay again.
7 February 2026
Unprompted review
Reply from BEAUTY BAY
Hi Rama,
We’re sorry to hear that your experience with Beauty Bay at the time was not what you expected. Since then, Beauty Bay has entered a new era under new ownership, and we’re excited about what’s ahead.
We’d love to welcome you back and invite you to explore our current range.
Ordered on the 29th jan still no order…
Ordered on the 29th jan still no order or refund I can't stress enough how bad this company is had to start a dispute on clear pay to try and get my money back which is nearly£100 so angry
29 January 2026
Unprompted review
Reply from BEAUTY BAY
Hi Harry,
We’re sorry to hear that your experience with Beauty Bay at the time was not what you expected. Since then, Beauty Bay has entered a new era under new ownership, and we’re excited about what’s ahead.
We’d love to welcome you back and invite you to explore our current range.
You delivered my parcel to another…
You delivered my parcel to another house!! This isn’t the first time it’s happened!
6 February 2026
Unprompted review
Reply from BEAUTY BAY
Hi,
We’re sorry to hear that your experience with Beauty Bay at the time was not what you expected. Since then, Beauty Bay has entered a new era under new ownership, and we’re excited about what’s ahead.
We’d love to welcome you back and invite you to explore our current range.
I gave them a second chance
After a failure with an order six weeks ago (order didn't even make it to Evri) I gave Beauty Bay another chance.
My order arrived next day (today)!
The delivery box is flimsy and they aren't using proper tape to seal. My parcel was ripped underneath and the tape was only holding a small part together. I can't believe all the contents were still in there (relieved), that was pure luck.
I have to award 5 stars as they delivered everything. But they need to secure their parcels.
5 February 2026
Unprompted review
Reply from BEAUTY BAY
Hi Nicola,
Thank you so much for your lovely review 💖
Since then, Beauty Bay has entered a new era under new ownership, and we’re excited about what’s ahead. We’d love to welcome you back and invite you to explore our current range at www.beautybay.com.
Item never received shocking customer service
Item never received.
Poor customer service ignored my emails no contact number.
Shocking service
3 February 2026
Unprompted review
Reply from BEAUTY BAY
Hi Dina,
We’re sorry to hear that your experience with Beauty Bay at the time was not what you expected. Since then, Beauty Bay has entered a new era under new ownership, and we’re excited about what’s ahead.
We’d love to welcome you back and invite you to explore our current range.
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.