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
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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.
I received items from Beauty Bay last…
I received items from Beauty Bay last week, one of which was faulty. I contacted them with great difficulty, because their chat bot wasn’t allowing uploading of video/photos, so used their contact form. Having received an email from their customer service team on Monday, asking for another photo, I replied straightaway, but 4 days later still have no response. I have been back on their chat bot several times & been told that the team have the details, but have not heard from them. I have had to escalate the issue to PayPal now. I will not use them again.
31 January 2026
Unprompted review
Reply from BEAUTY BAY
Hi Jane,
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.
They sold me a used eyeshadow palette
They sold me a used eyeshadow palette. I e asked for a refund and so far nothing
2 February 2026
Unprompted review
Reply from BEAUTY BAY
Hi Izz,
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 most frustrating AI chat bot I’ve…
The most frustrating AI chat bot I’ve come across. And that’s saying something!
1 February 2026
Unprompted review
Reply from BEAUTY BAY
Hi Tom,
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.
Very competitive price
Very competitive price. Good communication. Well packaged. Fast despatch. First time buyer. Would use again
31 January 2026
Unprompted review
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
The prettiest palette ever the shades…
The prettiest palette ever the shades are pigmented and I’m so excitedddd to use it!!
31 January 2026
Unprompted review
Reply from BEAUTY BAY
Hi Sana,
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 missing and parcel damaged
The parcel was damaged and an item was missing. I have tried to contact for a refund or for the item to be resent but have received no response. I will not be ordering again.
28 January 2026
Unprompted review
Reply from BEAUTY BAY
Hi Rebecca,
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.
Beautiful products
Beautiful products, great price and very quick delivery 👌 ⭐️⭐️⭐️⭐️⭐️
31 January 2026
Unprompted review
Reply from BEAUTY BAY
Hi Laura,
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.
The bag which the item was delivered in…
The bag which the item was delivered in was covered in what looked like sick. Had to dispose of the bag. Very disappointed as is not what you expect from a delivery. Disgusting!
31 January 2026
Unprompted review
Reply from BEAUTY BAY
Hi Leanne,
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 have been a return customer of this…
I have been a return customer of this store for quite a a while now due to the range of products available, the value for money and very quick delivery. I have noticed, in recent months, that many of the items I would normally buy are continually out of stock and I have now had to source these elsewhere. I will still use this store but wondered why there was such a problem with supply of these products. There seems to be particular issues with Bondi Sands and Coco and Eve products but also now Sol De Janeiro.
29 January 2026
Unprompted review
Reply from BEAUTY BAY
Hi Clare,
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.
Was really worried after reading…
Was really worried after reading reviews after i ordered!
Ordered olaplex and was delivered in 4 days, excellent price compared to other sites.
Evri delivered as they should have and was able to track.
No issues with my order or delivery.
31 January 2026
Unprompted review
Reply from BEAUTY BAY
Hi Sharon,
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.
READ REVIEWS FOR CUSTOMER SERVICE & EVRI GHEIR COURIER CO
Hilarious... see previous posted review..got payment recalled via paypal 3 days ago..yesterday got email from Jonathon that as 30 days have passed... bb conclude that the item is lost...and they will refund my money.
Today got email from Dale advising my parcel is ready for collection??? Bearing in mind no attempt was proven to my address via security cameras..
No idea where im supposed to collect from????? Plus ive recieved my payment...they genuinely need to sort evri out...no communication between each other... evri while totally responsible have disappeared 🤣🤣🤣🥰
Well you could start by providing me with the goods I paid fir and NEVER RECEIVED...that certainly would be one way of encouraging me to be a valued customer of bb
30 January 2026
Unprompted review
Reply from BEAUTY BAY
Hi Helen,
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 items just before 11pm
Ordered items just before 11pm
And it was delivered the very next morning around 11am. Couldn’t be happier.
29 January 2026
Unprompted review
Reply from BEAUTY BAY
Hi Tchy,
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
The worst customer service
4 weeks with a missing order and no refund! The order was left unsafe on the door step, Evri confirmed this was lost and Beaty bay won’t do anything about this. Disgusting!! Over £60 down
28 January 2026
Unprompted review
Reply from BEAUTY BAY
Hi Charley,
Thank you for taking the time to share your experience. We’re sorry to hear that your experience with Beauty Bay at the time did not meet your expectations.
Since then, Beauty Bay has entered a new era under new ownership, and we’re committed to providing a better experience for our customers.
We’d love to welcome you back and invite you to explore our current range at www.beautybay.com. 💖
Arrived very quickly smooth transaction…
Arrived very quickly smooth transaction and item described as it is
27 January 2026
Unprompted review
Reply from BEAUTY BAY
Hi Rashida,
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
After a long wait of 10 days and…
After a long wait of 10 days and numerous attempts to reach out, I discovered that my order was lost without any resolution. Unfortunately, no steps were taken to provide a replacement or fix the situation.
26 January 2026
Unprompted review
Reply from BEAUTY BAY
Hi Joy,
We’re sorry to hear about the delay and the difficulties you experienced with your order. We understand how frustrating it must have been to wait so long without a resolution.
Since then, Beauty Bay has entered a new era under new ownership, and we’re committed to providing a better experience for our customers.
We’d love to welcome you back and invite you to explore our current range at www.beautybay.com. 💖
I don't get my order
Unfortunately, my experience with your company has been completely unsatisfactory.
My shipment has been pending for a full two weeks, and to this moment I have not received a clear tracking number. When I contacted you several times, I was given a number, only to later discover that the shipment has not been sent at all and its status is unknown.
It is unacceptable for two full weeks to pass while my shipment is stuck in an unknown location with no follow-up from your side.
The shipment is now lost between your company and the shipping company, with no real accountability or proper follow-up.
I would like to clarify that the shipping company itself requested my short address, which I provided to you, and according to your statement, it was handed over to the shipping company. However, no follow-up was done afterward.
It is not my responsibility as a customer to continuously chase, message, and ask for updates.
It is your responsibility to contact the shipping company and ensure the shipment is dispatched and properly tracked until delivery.
Is it reasonable for me to pay the full amount and then be left uncertain about whether I will even receive my order?
I demand an immediate clarification of the shipment’s location or a clear and urgent resolution. The current delay and negligence are completely unacceptable.
13 January 2026
Unprompted review
Reply from BEAUTY BAY
Hi Gehan,
Thank you for taking the time to share your experience. We’re sorry to hear that your experience with Beauty Bay at the time did not meet your expectations.
Since then, Beauty Bay has entered a new era under new ownership, and we’re committed to providing a better experience for our customers.
We’d love to welcome you back and invite you to explore our current range at www.beautybay.com. 💖
Excellent service.
My order was speedily processed and shipped out, received it the following day.
All items as described and delivered with care.
Thank you!
26 January 2026
Unprompted review
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
Hey @BeautyBay
Hey @BeautyBay, you took my money instantly but cancelled my order hours later claiming 'security checks' just because YOU oversold the
Vault? My Bank authorized it.
Perfectly. Now I have my money frozen and no product. Fix Your Inventory System
They really are horrible they gave me no more explanations, now I am without money and without my makeup palettes.
24 January 2026
Unprompted review
Reply from BEAUTY BAY
Hi,
Thank you for taking the time to share your experience. We’re sorry to hear that your experience with Beauty Bay at the time did not meet your expectations.
Since then, Beauty Bay has entered a new era under new ownership, and we’re committed to providing a better experience for our customers.
We’d love to welcome you back and invite you to explore our current range at www.beautybay.com. 💖
Do not order from here! Empty box received!
I ordered three products and received an EMPTY BOX!!. When I contacted customer service, they refused to take any responsibility and acted as if it was my fault that they shipped an empty package! !
I have never dealt with such an unprofessional and dishonest website and team. This experience feels like a complete scam. Do not order from here-you will be extremely disappointed.
10 September 2025
Unprompted review
Reply from BEAUTY BAY
Hi Ana,
Thank you for taking the time to share your experience. We’re sorry to hear that your experience with Beauty Bay at the time did not meet your expectations.
Since then, Beauty Bay has entered a new era under new ownership, and we’re committed to providing a better experience for our customers.
We’d love to welcome you back and invite you to explore our current range at www.beautybay.com. 💖
Never got my order
Never got my order, only after 10 days of waiting and submitting multiple requests to speak to someone did I find out my order had been lost with any attempt to resolve the issue. They made no effort to offer a solution or replacement.
22 January 2026
Unprompted review
Reply from BEAUTY BAY
Hi Anita,
Thank you for taking the time to share your experience. We’re sorry to hear that your experience with Beauty Bay at the time did not meet your expectations.
Since then, Beauty Bay has entered a new era under new ownership, and we’re committed to providing a better experience for our customers.
We’d love to welcome you back and invite you to explore our current range at www.beautybay.com. 💖
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