Bobbi Brown Cosmetics Anmeldelser 251

I’m unable to review many of their cosmetics as I gave up on this brand after a couple experiences with one product. My review specifically concerns the long wear cream eyeshadow pencil which retails for around $30-$35. I loved the colors and purchased 3 colors at once. The first one I opened the eyeshadow pencil popped out onto the floor. Tried to save it but I have dog hair, cat hair and dust on my hardwood at times. It broke and was dented. Took a photo and tossed it. Next day I tried the second. Was very slow and careful opening it. The actual pencil part was loose but did not come out. Later in the day was going to refresh, wasn’t thinking and same thing. Out it popped onto the floor, dirty, broken and unusable. Tossed it. Basically the same with the third. I have several other brands of the same type of item and none do this. I contacted Bobbi brown, sent photos of my receipt, all three pencils and a note explaining why at this price point they could not make this product stay in the holder. I pulled the 3 pencils out of the trash, told them I wanted my money back and if they send a label I would send them back. Twice I did this. No response on phone, email, chat. Made a complaint on BBB. No response. About $75 wasted. I wouldn’t try anything else of theirs seeing this kind of quality and lack of customer service.

I honestly didn’t even want to record/write this review, but I think there comes a point where people get tired of just accepting terrible customer service in silence.

I’ve been a professional makeup artist for 10 years, and I genuinely LOVE Bobbi Brown products. I’ve used them in my kit for years on clients and on myself. That’s exactly why I decided to finally treat myself for my birthday and place a big order directly from the Bobbi Brown website after seeing all the beautiful promotions, gifts, and special offers.

I ordered products not only for my clients, but also some of my longtime favorite products for myself, plus a few new items I wanted to try. Since it was for my birthday, I even paid extra for next-day shipping to make sure everything would arrive on time.

And then… two days later, I receive a message saying my package couldn’t be delivered and was being returned back.

I contacted Customer Care immediately, expecting support. Instead, I was basically told: “Sorry, that’s not our problem. Contact UPS.”

As a foreigner living abroad, I had to figure everything out completely on my own — calling UPS through every possible route, physically going to UPS offices, spending hours trying to solve a problem that should never have become MY responsibility in the first place.

Eventually UPS told me they could redirect the package to a pickup point, but I had to pay additional import fees/taxes. Fine. I paid them from my own bank account.

Then the very next day I receive another update saying the package is STILL being returned back anyway.

At this point, days had already passed. I contacted Customer Care AGAIN. This time they apologized and told me they understood the issue and would resend the package. I provided the updated shipping address they requested.

The next day? Another email:
“We cannot resend your order. Please place a new order.”

Except now:
— the discounts are gone,
— the promotional gifts are gone,
— the birthday offers are gone,
— the exclusive sets are gone.

Which was literally the MAIN reason I made such a large order in the first place.

I asked to speak with supervisors because I know how customer service systems work. After almost TWO HOURS of conversations and wasted time, I still received vague answers like:
“Just reorder and we’ll refund the difference.”

But every time I asked the direct question:
“What about all the promotional gifts and bonus items included in my original order?”

I got no real answer.

Finally, after asking multiple times, I was told:
“That depends on the warehouse.”

So after 10+ days of stress, wasted time, additional UPS fees, paying for express shipping, and losing access to all the promotions and birthday gifts — the final solution offered to a loyal 10-year professional customer was basically:

“Just reorder everything again and maybe we’ll compensate around $40.”

No accountability.
No proper resolution.
No consideration for the money, time, stress, or experience lost.

I truly never expected this level of customer care from a brand I have supported professionally for so many years.

GARBAGE CUSTOMER SERVICE. Virtual agents are the absolute worst with slow responses (obviously watching tv or other jobs), and ZERO customer service. This is not India, yet they respond like they would if they were there.
WILL NOT BUY ONLINE OR IN-STORE!
Returning products is at the customer expense, which is not explicitly called out online. The process to return is also unclear. Do I need to submit the order number in the box?
Bobbi Brown is brown like shit.

Horrible customer service! The rewards points that you accumulate mean nothing at all. You can try to use your points, but they say you can't if you have already used a couple points. I have 1000 points just sitting there and they say I can't use it.. also I returned two unused products and I have to dispute with my credit card because they won't send the refund and they won't tell me ? They have my products and they haven't refunded. They keep saying no give it a few more days! It's been three weeks even though the email said three days.

Ordered form them and says item has been despatched to courier but tracking shows not arrived at courier. I used the virtual help system and basically told they are experiencing delays and when I asked for further information the virtual assistant ignored me. Wanted a luxury lipstick but have wasted money as I have no idea what is happening with my order. Never again will I order from this company.

What is the point of a virtual assistant who also has a 9-5 work schedule (insert eyerolling here). On their website, their tracking shows a location that the package is supposedly at. But using the tracking itself -it's definitely not. The shipment is at this point 3 days late. Definitely don't ever use the website. I will delete my account as soon as this is resolved.

60 ans de maquillage et jamais le moindre problème. Sauf, dernièrement, je change de marque et après utilisation du crayon contour de l’œil de Bobbybrauwn, j’ai eu à chaque œil une allergie : paupière gonflée, œil qui fait mal et gratte ; pas de contact possible

I do like the extra repair moisture cream, but such tiny amount, in this huge heavy bottle, I w’dn’t want out on my cabinet, nor does it fit well in a suitcase, adding lots of weight, in my suitcase, when traveling to visit my daughter in England, is proving almost more difficult, than it is worth!!! What happened to the sleeker, lighter decanters, with sleek black lids!! It w’d surprise me if anyone loved this new, heavy bottle, with logo, shiney lid, and white ring, top! When I pick up this bottle, I feel ripped off by paying anything for this heavy bottle with little in it! Please instead add this cost, to more cream in the bottle, instead, PLEASE!!!!
Thank you!!

Compré unos productos el 10 de enero y los devolví el 23 de enero porque mi madre los había comprado. Llevo desde el 23 de enero esperando un correo electrónico de que el paquete ha llegado a su almacén y se me hará el reembolso. Si no estás encima de ellos no te devuelven nada. Más de 25 esperando a la devolución y todavía no hay noticias. Es de vergüenza

My products never arrived I had to call their customer service and they offered to refund me or send another parcel out so I took the refund. I waited 3 weeks for these items. Definitely buy from elsewhere.

Experiencia muy decepcionante con el servicio de atención al cliente. Tras detectar un error en la dirección de entrega apenas unas horas después de realizar el pedido (que aún no había sido enviado), la marca se negó a realizar cualquier tipo de modificación alegando que su sistema está completamente automatizado.

Entiendo y respeto los procesos internos, pero una automatización que no contempla incidencias reales deja al cliente totalmente desprotegido. En lugar de asumir la gestión del problema, se me indicó que debía contactar personalmente con el proveedor de mensajería —sin facilitar siquiera dicha información— y esperar varios días para obtener una respuesta.

Que una marca de este nivel traslade la responsabilidad al cliente y no ofrezca una solución clara (ni preventiva ni correctiva) resulta incoherente con el estándar de atención que cabría esperar. La tecnología debería estar al servicio del cliente, no al revés.

Una experiencia que, sinceramente, no está a la altura del posicionamiento de la marca.

Un site et le service parmi les pires de ma vie. Le site de vente en ligne fait des aller retours (bugs?), mais l'argent est bloqué à chaque moment sans toutefois confirmer la commande par email. De plus, le site affiche le contact par messagerie (WhatsApp), mais c'est faux: le numéro n'est pas sur WhatsApp (je les ai même invité de le rejoindre) . Ils renseignent que c'est possible d'annuler la commande dans une heure qui suit la commande: faux, ils ne le font pas pour maximiser les ventes : la preuve est qu'ils peuvent annuler que la commande dupliquée. Les frais de transport ne sont pas remboursés même en cas de leur erreur, alors le seul choix reste de faire une lettre recommandée à la société de groupe (Estee Lauder) ou chargeback à travers la banque.

I had to ship in 2 orders because they limited my basket to 14 items. Both orders had missing items with no explanation or adjustment to the order cost. That wouldn't be such a big deal if they actually had customer service. They don't. You'll die waiting for anyone to answer the phone or chat with you. There is no email address or form you can fill out. Just one phone number and a chat bot. Neither gets a response.

Don't wait on hold! I called the 800 phone number and they told me a beauty advisor on chat only could answer the question. I waited 80 minutes on chat while she said she would be right with me but then told me (after over an hour) that she couldn't answer the question, which was, which lip liner goes with this lip gloss? Why didn't she tell that to me when she was telling me to keep holding, walk away and she would answer my chat when she had time. Would have been faster for me to drive to the mall and check myself. Now, I'll just buy a lot of lip liners, then return the ones that are the wrong color.

I have purchased lip balm from them, only to find out after several days the bottle was leaking. When I was wiping it again-because it was leaving nasty sticky stains everywhere- the top of the bottle fell off, and it can’t be closed anymore. There is still more than half of the product left! And it wasn’t also very cheap! Won’t be buying again.

Muy mala, pues a pesar de presentar toda la documentación solicitada de una máscara de pestañas en mal estado no se hacen cargo, por no tener el tique el porque ha sido un regalo de mi marido.
Cómo clienta me siento decepcionada

My visit to the John Lewis store was such a disappointment, the makeover was very rushed and I got an overrall tacky feeling, that they just want to make money without true regard for customer service.

Since Bobbi sold their company , they’re gone down they charge high price but looks like local drugstore products are well better ingredients than what they use. Don’t waste your money buy from somewhere else.

just spent over £300 on Bobbi Brown make up for my daughters wedding after checking with the sales staff that the products are not tested on animals. I was told they do not test so I was happy to buy, but now have discovered the products are tested on animals. I am sickened by this and the company should be ashamed. I was falsed to give one star to be able to write the review, but would give no stars if possible.

Me han cancelado dos pedidos sin explicación alguna. Solo espero que no me los cobren.
El servicio de atención al cliente, pésimo.
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