BEAUTY BAY Reviews 

Customer service is awful, don't bother.

I made an order online but the shipping address for some reason automated to my bank address, so I emailed to change it to my current address 5 minutes after purchase, despite saying someone would get back to me in 3 days, they didn't get back until 5 and therefore too late to amend the order apparently. If the customer service actually got back to my customer request then I wouldn't have wasted my money with them. I don't even know how to solve this solution so I would advise not to bother with this website and just stick to your local boots that have normal customer service.

After having written a gleaming review of beauty bay I’m sad to re-write a negative one. Despite a counter at checkout claiming ‘submit your order in the next XX hours to get your haul by tomorrow” my last THREE orders with them have been sent via 48 hour delivery. There’s a reason I chose beauty bay for those products, because I wanted them the next day. I feel like it’s completely false advertising. I gave them three extra chances having alerted the to this issue on previous orders and received a lacklustre and insufficient reply. “Sadly our warehouse was not able to send this today”. And that’s it. No apology, no decent explanation or ways to make amends. And then it happened again another two times.

Lost a very loyal customer.

Another day, another one star review for this pathetic excuse of a company. My last order was in December and never arrived thanks to them using Evri. I received a refund after disputing the payment through PayPal. I highly doubt I'd have got that refund back so easily if I hadn't used PayPal, and if I didn't also work in the financial industry and know my rights. A month later and I decided to order a couple of the items that never arrived in December, especially since some of them were for a Xmas gift and I would like to get these items to my niece even if I did have to buy her something different for the day. Placed the order yesterday and within an hour received an email to say my order had been cancelled due to 'security checks' and that a full refund had been processed. Well, I beg to differ but my payment plan in Clear pay is still active and they've received no notification the order is cancelled. I have therefore disputed the payment with Clear pay and provided them with the cancellation email. This company clearly hates customers who know how to screw them. They hate disputes. They even tell you to cancel your dispute so they can process your refund. These are consumer rights in the UK. They exist for a reason. Trying to force customers into cancelling their disputes, and therefore removing the last hope they may have of getting a refund, is decidly shifty behaviour at the very best and bordering on illegal at worst. I highly suspect that because I had the 'nerve' to exorcise my consumer rights last time in order to get a refund for an order that was clearly stolen by some Evri chav, I've now been blacklisted from ordering from them. I made the order on the same device I always use, from the same IP address and logged into my usual account. Cancelling orders under the guise of security checks is a joke. I work in fraud prevention and detection so I am well aware of the anomalies that can occur which result in something being flagged as suspicious and there was NOTHING different about this order compared to all my others. The items were going to the same address. Anyone considering using the company needs to take heed of the myriad of recent poor reviews. Something has clearly happened or changed at this company and it's not for the better. Most of their products are heavily discounted and the brands that made them what they used to be have all but disappeared. Shopping on here feels like a digital trawl through the beauty equivalent of TK Maxx. I am now waiting for Clearpay to sort out my refund and I've also emailed their inept customer service department to request my account is closed and all data deleted. After this latest farce I want nothing more to do with this shockingly poor excuse for a business and I wish them nothing but bad fortune. Entirely deserved.

Sent a faulty LED mask which doesn’t charge and customer services don’t respond. Absolutely disgusting service. Mask was a Christmas gift for my daughter who is serving in The Navy and would help her keep her skin in tip top condition while on deployments. Unfortunately the item doesn’t hold charge and is completely unusable. Beauty Bay customer service don’t reply and are a nightmare at replying…..I’m still waiting for a response & help to return the faulty LED mask

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 either at a locker, or on Thursday as it is the only day I am home.
No answer. I would be disappointed if I miss the deliveries to be honest, it is a 230€ haul ordered mid-December.
Please, open a phone customer service !!

All I can do is hope that if I post again, it gets noticed by an employee that cares.

I placed an order with BEAUTY BAY on 23rd November 2025 that is still “stuck in transit”.

The company have decided to ignore my multiple attempts to chase this via email.

Really disappointed and still £30.70 out of pocket.

Don’t bother ordering from them, their customer service is impossible to get in touch with, no number, no agent chat, just email and they take their time to get back to you. Even once they do, they are super unhelpful and really disregarding of customers. I had an auto saved address on my account of a previous rental address, I noticed I didn’t enter an address but the order went through and I it was the wrong address on the email confirmation. I tried to contact them straight away and the order was delivered by the morning to the wrong address. Instead of trying to help, they told me I should go get it from that other address. That’s how unprofessional they are.

Most propably scam, never deliver the order, No refund.

Ordered a £185 item. Was sent a £5 one instead. Reached out to sort it, no response to multiple communications. Shocking

I ordered Christmas gifts from Beauty Bay and the parcel was marked as “delivered” despite being left on a public pavement outside my building. No doorbell, no attempt at proper delivery. Unsurprisingly, the parcel disappeared.

I reported this immediately in December, cooperated fully with their courier investigation, completed all required declarations, and chased repeatedly. At the beginning of January, Beauty Bay confirmed in writing that a full refund had been processed and told me to wait 3–5 working days.

Weeks later and still no refund.

What’s worse is the total lack of urgency or care. These were Christmas gifts. I was left without the items, out of pocket, and had to spend hours chasing a resolution that should have been straightforward. Their responses are slow, automated, and dismissive, even after admitting fault.

At this point I’ve had to escalate via my bank because Beauty Bay has taken my money and failed to either deliver the goods or return the funds.

This has been an exhausting, frustrating experience and completely unacceptable from a company of this size. I will not be ordering again.

Terrible customer service, no telephone number, no response to communications I have sent. I opened my parcel to find Neom Bubble bath bottle smashed and leaked all over a Neom candle ruined box etc - both presents unable to give and now left to find alternative. I’m upset as they cost a lot of money and when you do not receive assistance or able to speak to someone it leaves you worried. I haven’t been offered a refund or replacement!

Ask your driver's to actually knock on the door not leave the parcel in clear site it could have been taken 😤

Terrible customer service. Can only email and they have stopped replying to my pleas that my order was NOT delivered even though it says it has been. Someone was at home at the time and no photograph uploaded to show where it was supposedly left. I am at my wits end. Do NOT order from this company.

Placed an order yesterday for next day delivery. I paid the extra money for it to be delivered today as I needed it today. Marked as delivered but I have not received it at all. Feeling extremely stressed out as I need this for a gift today.
Can’t contact as there’s no live chat or anything.
I just want a refund now

I placed my order and never heard anything. No update at all on delivery, app doesn't work as it doesn't allow for tracking and says my parcel is still on its way. This is all okay- I understand sometimes delivery issues can happen but after I contacted Beauty Bay (as I would still be waiting now if I hadn't) I was treated with such disregard and with absolutely no care. Horrible customer service from Clare, no questions answered just told to reorder (even though items were out of stock) As a long time beauty bay customer I can guarantee I will never be back.

Was a bit panicked after ordering having seen so many negative reviews on here. Paid for next day delivery, ordered at about 8pm. Everything has just arrived now at 11am - all looks perfect. Palette is gorgeous and really excited to use the eyeliner pomade and lip stains. A lot of these reviews seem to be a problem with the courier rather than BB - would and will definitely order again!

The quality of this eyeshadow palette is excellent for such amazing price really good service

Got these for Christmas, arrived damaged , I’ve sent 3 separate emails the first two wasn’t responded too , this time they finally respond and offer 40% refund , I asked can they replace the broken items yet again it’s been 2 days and no response.