ComplaintsforbareMinerals

Cosmetics Sales

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Initial Complaint
09/12/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
BareMinerals sells a product called: COMPLEXION RESCUE Tinted Moisturizer with Hyaluronic Acid and Mineral SPF 30.This is their list of Ingredients:Hyaluronic Acid, ************* Squalane, Mineral-Based Sunscreen, Active Ingredients: Titanium Dioxide 6.2% ??? Sunscreen Inactive Ingredients: Water, Coconut Alkanes, Propanediol, Squalane, Trehalose, Isostearic Acid, Glycerin, Silica, Agar, Caprylic/Capric Triglyceride, Globularia Cordifolia Callus Culture Extract, Salicornia Herbacea Extract, Melilotus Officinalis Extract, Coco-Caprylate/Caprate, Butylene Glycol, Lauroyl Lysine, Sodium Hyaluronate, Succinoglycan, Polysorbate 60, Cellulose Gum, Polyglyceryl-4 Laurate/Succinate, Sorbitan Sesquiisostearate, Magnesium Stearate, Magnesium Hydroxide, Magnesium Chloride, Potassium Chloride, Calcium Chloride, Potassium Sorbate.I asked the % of Hyaluronic Acid in the product, given that most women use Hyaluronic Acid in their skincare routine and would need to adjust their routine depending on the % of Hyaluronic Acid in this makeup. This is the interaction that followed: BM rep ********** We do not have access to that information, as it is proprietary information. If you have any concerns, please contact your physician or dermatologist before using it.My response: It's an ingredient in your product, knowing if it's 2%, 5%, 10% makes a huge difference. My dermatologist can't answer your question. Women use Hyaluronic Acid in their skincare routines, we need to know how much is in your product so we can balance that out BM rep ********** I can try to send this up to the appropriate department, but once again, I cannot guarantee that they will answer it as it is proprietary information.This is unacceptable and possible fraud/deception. This skincare company is touting a beneficial ingredient but won't share the %. Everyone knows that the % is vital to their skincare. Too high and they'll destroy their skin.
Customer response
09/12/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Response from BareMinerals:
Thank you for sharing your feedback regarding our Hyaluronic Acid product. We hear your concerns and value transparency with our customers. While we are unable to disclose the exact percentage of ingredients due to proprietary formulations, please know that all bareMinerals products undergo rigorous testing to ensure safety and efficacy.

We understand your desire to balance products in your skincare routine. You will be pleased to know that Hyaluronic acid can help increase the moisture content in your skin, as It can hold ***** times its weight in water. This function can have various skin benefits including helping skin stretch and flex while reducing skin wrinkles and lines. It is also proven to help wounds heal faster and can reduce scarring.

Hyaluronic acid is not ingredient that causes burning or peeling. It should not be confused with the side effects of alpha hydroxy acids like glycolic acid that work by removing the top layers of dead skin cells or salicylic acids used to exfoliate the skin. The percentage of the ingredients will not disclosed as stated above and know that will not affect or conflict your your skincare as you suspected.

We appreciate you taking the time to share your experience. Customer feedback helps us continuously improve to deliver the quality you expect from our brand. We hope you'll give us another opportunity to delight you with our makeup and skincare offerings.
Thanks BBB. Sincerely,
***************************
Initial Complaint
05/01/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Placed an order for a particular item, received a confirmation for a similar but not exact item. Within minutes I called CS to get the item corrected, and they said they could not do that, nor could they cancel the item. I demanded to speak with a supervisor, who said he'd cancel the item and I would receive a refund (so apparently they CAN cancel orders!!) and I'd get a confirmation email immediately. I did NOT get a confirmation email, called back, demanded one. Got a very sketchy looking email, responded to the email address provided at the bottom of this confirmation email and it was immediately returned as undeliverable as the address DOES NOT EXIST. I did call my credit card company and I uploaded a copy of this email, so I will not have to pay for this, but this seems to be a scam they perpetrate all the time -- sending the wrong item or color, refusing to correct or refund. Seems like very complaint here is similar.
Business response
05/02/2024
Dear ****,

Thank you for shopping with bareMinerals Cosmetics. We apologize for your experience and any inconvenience you may have been caused.

Upon looking into this case, we can confirm that despite our standard policy in which orders are not eligible for cancellation (due to the speed of our processing and shipping timeframes) our customer care team made an exception and successfully cancelled and refunded your order in full on 4.30.23 and an email receipt of refund was sent to you for reference.

Again we greatly apologize for your experience and a Customer Experience team lead will reach out to you directly as a followup.

We greatly hope you will shop with us again in the near future!

Many Thanks,

bareMinerals Cosmetics Customer Care
Initial Complaint
02/26/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I placed an order today for tinted complexion rescue based on their online color match, it suggested DESSERT6.5. I ordered that color and checked several times to verify it was in the cart because it was out of stock on Amazon. Then when I receive my email conf. it is the wrong color and a color I cannot use. I try to chat and then call within moments of the order and cant get hold of anyone. I tweet at them and they tell me they cannot modify or cancel the order. They say I have to wait for the color to ship to me, then call again and print shipping label etc. This is unacceptable! Another thing is they have no option for me to delete my payment information in my account! They say, click on this link to edit address and payment information, but it only has address change. So forever they will have my payment information in file? This is also unacceptable.
Business response
02/26/2024
Dear ******,
Thank you for shopping with bareMinerals. We apologize for your experience and any inconvenience you may have been caused.

Upon looking into this case, I see that a member of our ************* team sent you a complimentary reshipment order (************) of the shade you were interested at no cost to you this morning.
Please know that we do not store your personal credit card details unless you manually select to add a card to your account, in which case you would be able to edit or delete that information at any time.
We hope this helps and we greatly hope you enjoy your bareMinerals Complexion Rescue Tinted Moisturizer once it arrives!
Many Thanks,
bareMinerals Cosmetics *************

Customer response
03/07/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

***********************************
Initial Complaint
02/05/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I responded to an internet offer when opening a new bareMinerals account wherein I was emailed a Good Rewards digital membership card on September 19, 2023 and when added to my mobile wallet entitled me to receive, "only-for-you loyalty perks, plus a $5 credit on your next order and other surprise offers you won't want to miss". I added it to my mobile wallet right away and have tried to use it many, many times since receiving it only to receive an error message that the code is an invalid code. I even tried my card member number in case the system needed that instead. I have reached out as well to bareMineral Representatives via telephone calls and was told that I could not use the code with any sale items or other codes. This is not the case. I tried to purchase the Loose Minerals Eye Color in Whisper by itself with nothing else in the cart and the code still stated it was invalid. It was recently my Birthday and I received an offer to redeem my free Good Rewards Birthday Gift, $20.50 value, Mini Strength and Length Mascara and Mini Ageless Phyto-Retinol Cream using code ********. This code did work. I've been trying to order the Loose Mineral Eye Color in Whisper is my first choice and if not available Water ***** I've tried to use my Good Rewards digital membership card code of ******* to take advantage of the $5.00 off order and other membership benefits and the code has never worked even utilizing various browsers, cell phone and tablet. As this code keeps coming up as invalid I'm hoping as a one time courtesy the company will ship to me of no charge the Loose Mineral Eye Color in Whisper as a first choice and if unavailable Water ***** At times when I've tried to use my Good Rewards digital membership card code Whisper had been on sale for a little over $6.00 which is about equal to my $5.00 off order. If the company would like to include in the same package as well my Good Rewards Birthday Gift, $20.50 value, Mini Strength and Length Mascara and Mini Ageless Phyto-Retinol Cream which makes it free with code ******** that would be incredible. I will attach cell phone screen shots of the original email receiving my Good Rewards digital membership card as well as my card and membership number in my mobile wallet. I thank everyone for their time on my behalf.
Business response
02/06/2024
Hi ******,
Thank you for shopping with bareMinerals! I am the CX Manager and received your BBB Complaint. I apologize for your experience thus far and want to help make this a better one for you.
I understand you had difficulty applying some Good Rewards codes: the Birthday gift code worked for you but is redeemable with purchase and the $5 off code you received an error with expired in Oct of 2023. I am happy to honor both of these offers to you as a courtesy and thank you for your support of bareMinerals.
I have emailed you a draft order inclusive of the free Birthday duo and $5 off of Whisper, your favorite Eye Shadow shade. Please enter your shipping/billing details along with completing your purchase and your new order will be placed!
I will also have a member of my team reach out to you tomorrow to ensure you placed your order successfully.
Thank You for shopping with us!
CX Manager, bareMinerals
Customer response
02/08/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, have spoken with and emailed as to a very kind resolution which I have accepted and gratefully thanked all parties involved. Thank you to everyone at the Better Business Bureau who assisted on my behalf.

Sincerely,

***************************
Initial Complaint
11/27/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My order was canceled due to a system issue. They emailed me asking me to put my order back in and offering me compensation of 25% off and free lipstick for my trouble. When I tried to redeem this, it wouldnt work on their website. I tried to reach out to their chat department and it appeared to be broken. So I completed the order and tried to contact customer service to have it fixed. She said if I wouldve placed the order over the phone they couldve done it but because I placed the order online she could not. I was also told I could not cancel the order to redo it on the phone. I asked to speak to a supervisor and was told none are available. All I want is the additional 25% off that they had offered for my inconvenience and the free lipstick as outlined in the email they sent me.
Business response
12/11/2023
Dear *****,
Thank you for shopping with bareMinerals!
We're sorry for the inconvenience our internal glitch caused you when it cancelled your order as a result. Thank you for placing your new order and I'm glad to see you were able to take advantage of our 30% cyber promotion that day which trumped the 25% off you were offered. I also see that you were able to earn a complimentary Gift With Purchase on your order and hope you enjoyed it! As for the lipstick you were offered, we are sorry for any misunderstanding and poor experience. Please know that a team member will be reaching out to you to identify your preferred shade in that lipstick and place a one-time complimentary order for you!
Thank you for your loyalty and support & Happy Holidays!
bareMinerals Customer Experience Manager
Customer response
12/14/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
Someone from your company did reach out to me to ask what I wanted and send me The free lipstick, but I never received it

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*******************************

Business response
01/02/2024
Dear *****,
Thank you for contacting bareMinerals and taking the time to respond. I apologize profusely if you were not sent a lipstick as promised and have a team member in charge of reaching out to you immediately to ensure we send the product we promised you. In addition, we will upgrade your complimentary order with 2 day shipping on us as a token of our appreciation for you and an apology.
Happy **** and Thank you for shopping with us!
bareMinerals CX Manager
Initial Complaint
11/09/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I placed an order today, 11/11, for a particular color and then when I receive my email conf. Its the wrong color. I try to chat and then call within minutes of the order and they tell me they cannot modify or cancel?! What century is this?? The agents tell me I have to wait for the color to ship and then call back in and switch. But the WORST part? THIS IS THE 4TH TIME this has happened and its the same color they send, Opal 01 instead of Wheat 4.5. I have two in my closet from the last time. I should know better than to order from this poorly executed company. Last time they told me it was because what I ordered was out of stockso then they just send you something so they can keep your money. Trash. Wont be buying again.
Business response
11/15/2023
Dear *****,
Thank you for shopping with bareMinerals and bringing this to my attention. I apologize for the inconvenience and poor experience you've had thus far and it is not indicative of the level of service we strive for.
Please note that we are currently investigating this incident to see if there is a mixup occurring and ensure this doesn't reoccur to any customers in the future.
Additionally we are sincerely sorry for your poor experience and a dedicated member of our Customer Experience team will be reaching out personally to make sure that we make this up to and resolve any issue(s) that *** be occurring.
Thank you for being a loyal bareMinerals customer!
********************** Customer Experience Manager
Initial Complaint
10/11/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I put together an order on the Bareminerals website. My order qualified for free shipping, a free sample and a welcome discount of 15% since I hadn't ordered in a while. I had many gift cards since my family liked to go to the stores to shop (sadly stores have closed) and I wanted to use them. The online system would not take the cards (although it said it would). I had to call in this order and fight to use my gift cards. The representative would only let me use one. Then I argued and they'd let me use 2. They wouldn't tell me the value of my second card (even though this was number listed to get balance of gift cards). Instead, they said they would only give me $50 since I didn't know balance (I think it was $100). Then they wouldn't apply discount. Wanted to charge me for shipping. I patiently explained to the representative that gift cards in the ****** were like cash. They aren't a discount code. If an order qualifies for free shipping or a discount then it qualifies. After a long time they agreed to zero the balance. All told I paid $150 - $200 for an order that was $135 online. I completed the transaction knowing I was being scammed because I don't think this business is going to survive and I wanted to use up some of these gift cards. All together I spent almost 2 hours on this. Can you help me be able to use my other gift cards? Can you help me to use them to not pay more for a purchase than what is listed?
Business response
10/25/2023
Dear ****,
Thank you for being a bareMinerals customer and shopping with us!
We apologize for any inconvenience and miscommunication that *** have occurred when trying to apply your gift cards and want to help. I have looked into your account and see that our Customer Service team was able to help you successfully place an order and they did so at no cost to you.
I want you to be able to use your additional gift cards with as little friction as possible and a dedicated supervisor with our **************** team will reach out to you shortly in order to help you do so.
We are sorry again for any difficulty you *** have experienced and hope you remain a loyal customer of ours into the future!
Thank You,
bareMinerals Customer Experience Manager
Initial Complaint
09/21/2023
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
After realizing within minutes of the wrong address being added to the order placed, I called customer service to cancel. You cannot cancel orders at all. Which is unheard of with all the online companies out there. This company is scamming people. **************** email bounces and doesnt work. Why is your business model set up where people cannot cancel ???? This doesnt benefit anyone. I am livid and there were zero solutions offered to me other than waiting till it got delivered ?? I dont have access to the address delivered to. It seems absurd that they would not only waste everyones time, resources, products etc to not have a cancellation policy in place. Give me a break. You magically dont have access to cancel an online order ? They get filled within the minute ? Had they offered to send out a replacement order to the correct address I would be fine with that, but they didnt.
Business response
10/25/2023
Dear ******,
Thank you for being a bareMinerals customer!
We apologize for any inconvenience you may have been caused thus far.
Upon looking into our system we cannot locate any communication from you regarding this order but understand how frustrating this may have been for you. A dedicated member of our Customer Experience team will be reaching out shortly to obtain some additional information and help resolve this situation for you as soon as possible.
We are sorry again for your experience thus far and thank you for your continued support.
bareMinerals Customer Experience Manager
Initial Complaint
09/11/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have shopped with BM for years. I placed an order on September 9, 2023. BareMinerals has outsourced their pay portal to another company. This other company pulled in a shipping address for someone that I shipped a gift to several months ago from an entirely different website. I have NEVER shipped a BM order to this address. The checkout portal did not clearly display the shipping address and I only saw that it was shipping to this other address AFTER the order was completed.BM will not allow me to cancel the order or change the shipping address now. I have to wait 3-4 weeks for the order to be delivered to the wrong address and then contact them to have it reshipped which will take another 3-4 weeks. I need the order now. I want this corrected immediately not in 6-8 weeks.
Business response
09/26/2023
Dear ****,
Thank you for shopping with bareMinerals and being such a loyal customer; we really appreciate and value your support!
I looked into your account and am sorry that your order was shipped to the wrong address accidentally and for the poor experience this has caused you. I can see you contacted out ************* team and they successfully refunded you in full for this order.
Please know that a ************* supervisor will be reaching out to you personally to offer an apology and offer you something towards your next purchase with us.
Thank you being a bareMinerals customer!
Initial Complaint
09/01/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I had heard the product I love was being discontinued but I received an ad that the shade I love was back in stock for a limited time so I immediately ordered it. My package arrived today but I received the wrong shade. When I spoke with customer support to make the exchange, assuming it was a packaging mistake, I was told the shade I wanted was sold out. The only issue is that it's still showing as in stock on the website. I asked her why this was the case and she said they were aware that what they say they have in stock online doesn't match what's at their distribution center, yet they're still letting people purchase items that aren't available. I then asked, so if I reorder this product right now would I receive a completely different product in my package, and she replied yes. So rather than canceling the order, they are sending you the wrong product intentionally to still keep your money. I have screenshots of a customer service representative even admitting it. Not to mention the customer service representative gave an attitude and was incredibly unfriendly.I received an email that I'll at least get refunded, but I'll believe that when I see it in my bank account. While I love this product, I will absolutely no longer support whatever shadiness is happening at this company now and I would recommend you do the same.
Customer response
09/26/2023
Better Business Bureau:

At this time, my complaint, ID ******** regarding bareMinerals has been resolved.
(By clicking "OK", your complaint will be closed as **********************************************************************************************

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