Do not purchase from Beauty Bay! I have purchased products for myself and for my friends / family. The box was open when it came. Some of the products are upside down, leaking, and not sealed. If you think this is bad, the customer service is worse, it will ruin your customer experience more. It took them 2 months to apply for a refund, which may take few more months to appear in the bank. I will never purchase from Beauty Bay ever again.This website is so bad to orders from. They're so bad at handling basic shipment & also for some reason charge an extra fee for no reason then claim it's not their fault even though I've shown them proof. If you have an issue they won't just fix it but rather drag it until you're sick of asking them.They put the wrong address on my package took two weeks to reply to my email any another 3 to tell me they lost my package. They obviously didn't give a $#*!. I got a refund for my order but no refund for shipping or the $35 in duty I had to pay. After asking them about this they rever replied. It's so sad because I was really looking forward to the products.The worst company I have had the misfortune of ordering from online. There is no way to contact anyone and you will wait a minimum of three days between each correspondence. They send packages to the wrong addresses, it took over a week between payment for the order to even be confirmed, I could go on. It's fine when it's fine but they don't carry anything particularly special enough for me to warrant this kind of treatment. I would strongly advise anyone to considering buying from other companies that can protect your data and at least answer your questions within a reasonable time and can actually tell you where the items you've paid for are. Would never order again.They are unethical fraudulent scammers! They received my money since November! However, they never shipped the product and never refunded me! In an effort to keep the money, they keep telling me to track the package. I will also be including the shipper in my complaint! The package has been in the same place for 1 month. They claim the carrier hasn't responded! I will be taking the legal route with them!First of all I am from Europe. I ordered a couple of things from beauty bay 3 weeks ago and they arrived today. I must say that delivery time to my country was about 10 days according to the website and it took 12 days to deliver the products which I understand, given the whole pandemic situation. I was pretty satisfied with delivery time, HOWEVER their customer service regarding delivery issues is non existent. This might be a problem for some people whose orders are delayed. Also the packaging wasn't very protective (my products were fine though). Its a relatively soft cardboard box with the products wrapped in paper inside. I have bought online from many websites and I have come across much better delivery services (asos, sports direct etc.) so I am putting a 3 star review here.I ordered a palette 2020 12/24 (It's cost more than 30 dollars) and the haul says it's in my country but still in transit.(they said this at 2021 01/07) once I ordered an ordinary product which came in 2 weeks. I don't know what to do now, I write a letter to their email and to their twitter account.It's so much money for me and I'm so sad :(( (( I didn't get an email or anything about my haul(even I paid money for tracking) This was the last time I ordered anything from beautybay, Never again. I hope I'm gonna get a refund somehow...I purchased a mascara here and it came unpackaged and unsealed, with a sticker slapped on the tube. I asked for a refund, as clearly this doesn't meet safe beauty standards. They told me "if I felt passionately" I could contact the manufacturer as it was how it was sold to them. Excuse me, are you kidding me? You aren't going to take responsibility for what you purchased and resold as unsafe? Terrible customer service.Genuinely the worst online shop and most unprofessional customer support team I've EVER had to deal with. I bought a curling iron in January 2021, it stopped working in April 2021, and I sent it back to them for inspection as per their request (after numerous of emails and having to request information on the return process multiple times). We're now in September and this case is still going on. It's been taking months and at least 30-40 follow ups over email and phone from my side to request either a new curling iron or refund (no one was getting back to me and mind you, I also ended up paying for the shipment of the defect curling iron from Dubai to the UK which I also needed a refund on). They finally processed a refund in August 2021 however, not with the full amount (part of the amount was missing for what I paid for the curling iron). I started chasing them again and I've provided bank statement proof for them to see that they've refunded the incorrect amount, but still without any luck. I keep getting strange replies whenever I follow up, replies that are not even relevant to the actual issue that I'm following up on, as if the customer care representatives are not even reading my emails. It's been extremely frustrating and I won't ever purchase anything on BeautyBay again or recommend it to anyone I know.If you have problems with your order then you are basically screwed. I had an order delivered where an expensive exfoliator has spilt all over the parcel, leaving maybe 30% left in the bottle. Three other items were also missing. I emailed several times over a week, spoke to 3 different people, every single one asked me to send photos and then never responded. Eventually they offered me a 40% refund on the exfoliator which obviously isn't acceptable, and asked me to send photos of the box delivered, even though it was 10 days later. At every turn they have been incredibly unhelpful and so frustrating it's made me want to throw my laptop across the room. I would stick with LookFantastic or FeelUnique, who are brilliant at customer service and offer similar deals and discounts. Will never order from BeautyBay again, it's taken years off my life.I ordered a pricy hair product. They sent the wrong item, not what I needed or paid for. It was difficult to find a way to contact them, when I was finally able to send email, with photo required as proof, they offered me a forty percent discount to keep it, or I will have to pay shipping costs to return and receive a refund. Such a ridiculous ripoff.I ordered 3 products in late February of 2020. Due to the current shipping circumstances of the pandemic, I gave Beauty bay an excessive amount of time to send my order, and I was very understanding of the delay. However, when emailing in my disappointment of still not receiving my order, I was told there was nothing they could do, and I would not be refunded. For such a 'reputable' site I am severely angered by their service, lack of clarity and overall treatment.We ordered something november 2020 and expected it to take a little longer to arrive because of brexit and covid, we send an email and they told us to just track it. It's march 2021 and still no package! Again email send and now they tell us they can't do anything because of a 90 day rule? Why didn't they tell us in the first email?! It's fair to say we are pretty mad and losing our patience...Horrible customer service! Firstly I never received makeup brushes I have ordered. Secondly I was refunded incorrect amount for a different order which I received ages ago. And now I have no response for this scam company for the last 5 days. Do not buy from this website unless you want to loose your money! Order numberHermes left my parcel outside and it went missing. Beauty Bay refused to refund me saying they need to "investigate". Not sure why they were investigating as the pictures showed the parcel outside my front door. It's been 2 weeks and after countless emails still no refund. I've had to report them to my bank. Please avoid them- it's all fine until something goes wrong and you need to contact customer service. So many other beauty websites that provide the same products and better service.Do not buy from here! Shipping takes long, they lie, no updates and really bad customer service! If there was an option here for 0/5 stars I would choose that option.I don't know what I was thinking. I ordered an eyeshadow palette from Beauty Bay to Alberta Canada and incurred a $13 shipping charge and then a $17 duties charge. Like wtf. The palette was $20 less than at the Bay but I should have just bought from the Bay! I'm so angry with myself. AND its taking 3 weeks to get my products. Never never again. Please do not buy from this website. Just walk across the street to your nearest Sephora or Hudson Bay!Wish I would have done more research before ordering from Beauty Bay! Never received package and CS is absolutely no help. They want me to try to locate it, yet it's still in the UK & I'm in the states. Do yourself a favor and order from another site.I still have not receive my product because of duty issue and no answer back from Beauty Bay. Terrible customer service respond, they responded with cookie cutter reply. Beware if this is your first time ordering from them. I have emailed them 3 times! I just don't want others to go through a bad experienceI ordered 4 eyeshadow palettes 8/9/21. It's a month later and they still aren't here. I've made several Inquiries to no real answer. Their customer service is trash. No one should be treated this way after spending what I have spent with this company! Never again!This website doesn't have 'Cancel Order'' button, in case you needed to modify, you have to go through c. Service which is really slow and terrible. Dealing wwith their customer service is like dealing with robots, only typical responses. Very disappointing!Made an order and it arrived fairly quickly. However one of the products The Ordinary Lactic Acid was opened. The packaging had wet patches and patches of cardboard that had been wet all over it. When I got the product out I realised it had been opened. It didn't even look the same colour as my other bottle I got directly from The Ordinary. (It's a darker orange.) I contacted Beauty Bay a week ago to make an complaint. Beauty Bay never responded, absolutely poor. Will not buy a single thing from them ever again and I suggest anyone else reading this to do the same.I am terribly dissatisfied with their business. I waited 50 days for the package. I called them twice with inquiries about the package, they would just apologize and promise to let me know where the package is. After they returned my money, the package arrived in 2 days. They then demanded a refund of the amount reduced by 10%. Personally I would not recommend.Ordered on 30 Nov, item despatched since 1 Dec. Have been tracking item daily till it came to a halt since 7 Dec when it arrived in my country (it's 22 Dec today). Beautybay explanation was the logistic co did not have my address? Seriously? Not sure if this should be a Beautybay vs logistic co issue, or just plain irresponsible logistic co with excuses. Either way I could only take it up with BB as they have the cheek to charge $15 for shipping For my order above $100. This item was meant as an Xmas gift and ordered in advance. Will be disappointing if doesn't reach me in the next 3 daysI love Beauty Bay because they proved my skepticism wrong. My shipment arrived from the UK in a reasonable time. I was a little skeptical about ordering from an overseas cosmetics company but I had no choice because I could find the lipstick shade that I want anywhere else. But they proved to be trustworthy with the quality of service and product they offer. My order arrived today and I couldn't be happier. I will be ordering soon.