BEAUTY BAY Reviews 

Every time I've purchased from BeautyBay, it's been amazing. Prices aren't too crazy, although when I order it's usually items on sale, and I usually order the same things, hair dye (GoodDyeYoung), lip balms, the occasional hair mask. I've never had an issue with BeautyBay. I will say though, I wish they used a different courier than Evri/Hermes. The courier is known for losing packages and delivering things to the wrong addresses. BeautyBay though as a brand, always amazing.

Fast shipping and happy with my products and their offers.

Really disappointed with the service from Beauty Bay. I placed an order and 6 days later received an email saying it had been dispatched via Evri. However, Evri’s tracking showed that they were still waiting to receive the parcel, despite Beauty Bay claiming it had left their HQ on 11 December.

Then on 17 December, Evri updated the tracking to say “The sender has asked us to return your parcel” — with no explanation given to me at all.

I contacted Beauty Bay customer support to ask what was happening and received an automated response saying their response time is up to 72 hours. I also messaged via Facebook, only to be told a day later that Facebook Messenger “is not typically monitored” and to contact customer services instead.

Overall, the lack of communication, conflicting information, and slow response times have been really frustrating. Waiting days just to find out what’s happened to an order is unacceptable. Very poor customer service experience.

This is continuing from my previous bad review about my delivery not arriving and Beauty bay not helping.

Ive now had an email to say "problem with your delivery, being returned to sender" after Beauty bay replied to my complaint, being yet again unhelpful, to say "please allow extra time for delivery" I placed this order 2/12/25 and think that 16 days is pretty extreme to wait for two brow gels.

I have had no notification of refund, no help, and now I'll be travelling up to Leeds this weekend without part of someone's Christmas present. I will never use Beauty bay again, I have lost complete trust and ill be reminding friends and family members not to use this website.

My BondiBoost Infrared Bounce Brush arrived last night. Regrettably, it is defective and does not heat up at all. When it's switched on, what appears to be an error code appears in the display. When I tried to contact Beauty Bay this morning I was disappointed to find out that I could not speak to a person about this. After an exchange with a 'bot', and providing a requested photo, my issue was referred to customer services and I received an email stating that someone will be in touch with me as soon as possible, and that their current response time is 72 hours. Given that my appliance is faulty and completely unusable,
it is unacceptable that I will now have to wait three days for someone to contact me about this. My intention is to request a refund of my money so that I can order the brush from a supplier with a more accessible customer service department.

I ordered a massage/vibration sleep mask. The ordering process went really well and I received the item on next day delivery. Unfortunately when I tried the mask, I couldn’t feel any vribrations eventhough the mask was on and making a loud noise. I would like to return it and was directed to the Beauty Bay Chat Bot. All went well until I had to send a video of the issue. Each time I tried to send the video, the chat bot would not accept it and I got no more responses. I guess I will have to accept that I won’t be able to return and that this was a miss buy. First and last time :-(
Update after response of Beauty Bay: I did as mentioned in the reply and contacted them directly by email (took some time getting the contact information). I explained my issue and submitted the video. Haven’t heard back. Lesson learnt, sleep mask in the recycling and Beauty Bay on my black list :-(

Appalling. My package never arrived, and these things happen but I contact Beauty bay and Evri to get help. I’m now on the 4th week of getting no where. Evri won’t assist and have told me to go back to beauty bay, who takes days to reply. I have finally received a refund but now my items have gone up or are no longer in stock. I have asked them for a discount count as I still want my products but don’t want to pay more as this isn’t my error. Still waiting on a response. I also had to sign a disclaimer due to my package never arriving which I was happy to do, but the customer service throughout has been poor. No offer of compensation or discount or even to resend my products back to me. And now the order has gone up by £20. It states when you email customer service that it can take 72hours but I have waited way over that to hear anything from them. 24 emails and counting. I really hope they see this and sort out my issues.

I’m really disappointed with the customer service I’ve received from this company. I was sent a faulty item and was originally told in writing that I would receive a full refund. Two days later, they tried to retract that offer and it has taken days between each reply, making it extremely difficult to resolve the issue.
I hope they sort this out soon and honour they email, but I wanted to share my experience so others are aware of the slow response times and the inconsistency in the information given by customer service.
It's been over 96 hours now since they have responded. Is there a way of escalating this problem?
I have now sent a letter, in the post, as I have been unable to escalate this problem to a manager.
Update: after writing in to escalate this problem I have had a reply and a refund

Item wasn’t in box. Contacted customer service no reply

My order number is
QP2U-E68I-J64M-P made on 08/12/2025

Am very pleased with the consistent quality of products received and the speed of delivery.Get so excited when I've a Beauty Bay package on its way.LOVE their products.😍

Items delivered on time. Easy service

I’ve recently had an issue of a parcel from beauty bay not being delivered. I’ve been waiting nearly 2 weeks for it despite paying £5.99 for next day delivery, when in fact, what i got was the most appalling (none) delivery service I’ve ever experienced. I never leave reviews for anything but this company is an exception.

Before writing anything I thought I’d look at some other reviews and I was shocked to see the sheer amount of similar cases within just the last couple of weeks. The same exact thing has happened repeatedly. People not receiving their orders, getting in touch with customer service (as advised by Evri) and then being accused of lying about not receiving what they’ve paid for without absolutely no offer from beauty bay to correct the situation.
If you order from here and on the off chance do not receive your parcel, based on mine and others experiences, I wouldn’t expect to get anything back. The blame seems to lie solely with the customer, and the expense from your own pocket.
I can’t believe a company is allowed to operate with these standards. If I’d have known about this previously I would have placed the order elsewhere.
1 star is honestly too much.

Parcel was ‘delayed’ and delivery was never reattempted. Contacted Beauty Bay with proof it was never delivered and was told that it was delivered (despite there being no evidence that it was ever even assigned to a courier, so they cannot resend the items.
I had raised the issue with Evri several days prior and was just repeatedly told it was ‘under investigation’. 1 week later and still no further forward.

I placed two BeautyBay orders back in early November. The first order didn't even arrive and I had to dispute it with Evri that I never got the order so that I could get my full refund back from beauty bay. The customer support agent refunded me for the wrong order meaning I got refunded less money than I was supposed to be. I tried getting in contact to tell them they had refunded me with the wrong order straight away when I realised I had been given the wrong amount of money. They assured me to wait two weeks and that I would be fully refunded. After two weeks they still did not refund me the remaining amount of money. I had to reach out again to get them to refund me the remaining money. What's more is that for my second order I made a partial return. I waited two weeks after sending it off and BeautyBay still has not processed my return. I got in contact with them and they assured me that because of the delay, they would refund me for that return because they are taking so long to process it. I waited the recommended time and still no refund was made. I got in contact again and the customer support agent provided a screenshot of the incorrectly refunded order stating they had already done it , even though that refund was dated to before my return had been sent off. Every time you get in contact you have to wait so long to get a reply, and every time it is with a different customer support agent who clearly does not take the time to read through the case and understand the issue at hand. They just send over the same messages and screenshots insisting that nothing needs to be done, when they don't actually consider their own incompetence and mistakes and I need to consistently chase them up. This has been an ongoing issue for at least one month now and Beauty Bay still owes me money for my return.

A great palette for a great price. A great all rounder with shades that are perfect for day and some that are great for a night out.

I have never had a bad experience until now. They are refusing to address my lost parcel until it’s been two weeks or until Evri tell them it’s been lost - even after I have provided them an email from Evri saying they have lost my parcel. Awful customer service team which take FOREVER to contact you back. They have ruined the beauty bay experience for me and I will not be using them again.

I have ordered two parcels within a week and both of them have been lost. I have sent a number of emails which has gone unresponsive. You can't even call them.

Fab company. Good prices nice to see they now do limited Edition beauty boxes. Fab 👌

I wouldn’t even give 1 star if it wasn’t for having to in order to leave this review! The returns process is ridiculous and even when you have and provide confirmation that the item has been returned they hold onto your money! Will now have to go through the lengthy process of retrieving my refund from the bank - avoid!

Great all round experience