Complaints

• Initial Complaint

  01/14/2025

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Months ago I subscribed to receive a Jeffree Star Cosmetics mascara to be ordered/delivered every 3 months. Despite having an online account with the company, the only way to manage the subscription is through a link the company sends via email. You cannot manage your subscription by logging into your account via the website (which seems misleading).At the beginning of September 2024 I received the email stating my subscription was going to renew soon and to manage the subscription via the link. The link did not take me to my subscription and gave me an error message. On 9/5/24 I submitted a request to their customer service stating the link did not work and to skip my upcoming order (which was done). On 1/3/25 I received an email stating my subscription was renewing and to manage it via the link sent. Again, the link did not work. On 1/3/25 I emailed customer service stating the link was still not working and to skip this next order. I did not receive a response. I emailed again on 1/7/25 stating it was renewing the next day and to cancel my subscription before it renews. I did not receive a response. On 1/8/25 I was charged and the subscription order was placed. I forwarded the confirmation email on 1/8/25 stating to refund me, cancel the order and cancel my subscription immediately. I received a response stating my request would be forwarded to the relevant team who would get back to me. I did not receive any further contact. I followed up again on 1/10/25 and 1/13/25, I have not received a response. **************** is obviously non existent and its outrageous that a person cannot manage their subscription. I need my subscription canceled asap and want a refund for the last order. I should not have to jump through hoops or have this much stress in order to do so. Clearly the company is misleading and does not have the consumers best interest.

• Initial Complaint

  12/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am unsure why the order I placed on. 12/2 has shipped but none of my others have shipped. I need the other items for Christmas. NOBODY is answering me. Please see the screenshot below. Can you please help me with my orders? This is like crazy. I dont understand what is happening with my orders.The order numbers and the screen shot below JSC7961302/JSC7954936 Can someone please help me? Like this is crazy

  Business response

  01/06/2025

  Both of these orders shipped and delivered. There were some items OOS which caused additional processing time to remove the items from the order and reprocess and ship them. They were both received before Christmas. 

• Initial Complaint

  12/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order number : JSC7961447.I ordered on 11-28-24. The website was very overloaded and slow due to the release of the anniversary set. My order finally went through and it showed that I could pick it up in two days. I immediately contacted support because I live in ********. For the last four years I have used this same account to ship my items to me for my wife. Support answered quickly and told me that it would be escalated to the team responsible and it would be handled.The next day my order was marked as ready for pick up. I contacted support again and was ignored until I contacted them one more time during the evening. Support told me the team responsible would contact me and fix this... The next day I still had no response and was emailed by the Star email with "what can we do for you?". Again, I spent the time to type out everything that happened and had no response. Fast forward a few days to now, 12-2-24 and I contacted support once more and was told an agent would be with me. I still have not heard anything and my pick up order will be cancelled soon.All I want is for my items to be shipped to me as they always have been. The customer service team will not respond and continues to ignore my messages. I do not want an apology for the website erroring. I want my order shipped and I do not know how to make their customer service do their jobs.

  Business response

  01/06/2025

  Hello, 

  The customer unfortunately selected the option for local pick up instead of shipping at time of purchase. Due to the way this system operates, we cannot change this and had to cancel the order. He placed the order during the holiday weekend closure and our agent responded the first business day back, which was December 2nd. The situation was handled properly and the response and complaint was premature and unreasonable considering that it was a holiday weekend. 

  Thank you, 

   

• Initial Complaint

  11/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered this on October 27, 2024. The live sale I watched on Tiktok had a special sale with buy one palette, get 2 free and receive other products also, ****** kept saying this was THE BEST offer in the show and that we wouldn't believe everything that was coming with this purchase. I ordered it while it was still being shown. I only received one palette and one sample lip gloss. I've been trying to resolve this with the company for over a week now. They will not address my concern of bait and switch and the original sale NOT being fulfilled.

• Initial Complaint

  11/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On October 27, 2024 - I was watching content creator - Jeffree Star - do a live segment on TikTok. He was selling his skin care and make up products. Every couple of minutes he would announce a new deal or a giveaway. My favorite line by him is his Espresso line. He announced a special deal - that when you buy the lotion for $28.00 - in the TikTok shop, then you will receive every single item from the Espresso line - for free. That is exactly what I did. I immediately ordered - I knew the deal was still on - because Jeffree was still talking about it after I finished paying. When I tell you - I ordered immediately - I mean that. Today, the product arrived - and the box ONLY had the lotion. No additional products included as promised. It was very disapoining. I reached out to the TikTok shop - who knew nothing of this deal and recommended that I buy MORE items - and include a comment in my purchase about what happened - and maybe I will receive the free items after that. Well, frankly - I do not want to order more items - when I didnt even get the items I was promissed.I then reached out to the main customer service email - and I was told that they cannot help me - because they dont deal with TikTok orders - although as a brand - they should have tried to assist a customer - but they did nothing of the kind. They just pushed me aside just as the other people did. I was even told that all the gifts went out already - so if I did not get one, I must have done something wrong. However, the special deal only stated - buy 1 lotion and receive the rest of the Espresso line for free. I would like to get the items I was promised. I expected better of this company. Very disapointing.

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have ordered things 10 days ago and it still has yet to ship. I have reached out over 3 times to customer service and have sent them DMs on instagram with no responses. This isnt cheap makeup so I am very disappointed with this situation to be honest.

  Business response

  01/29/2024

  Order shipped and delivered to address indicated on the order: 

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

  Customer response

  01/30/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On May 13th 2023 I placed an order on jeffree star cosmetics website during a sale they were having for lip products. I ordered 7 different shades of liquid lipsticks, 3 lip masks and 6 lip balms. My order cost $140. On May 23rd I received notification that **** had delivered my package to inside my mailbox. I was home and immediately checked however my package was nowhere to be found. I waited a couple more days then contacted *** customer service. They informed me I had to file a claim with **** myself and get proof of the claim in order to receive a replacement or refund. After a week of dealing with bad customer service from ****, I finally had the things I needed for ***. I sent them everything, and received an email asking me to verify I wanted the replacement sent and to give my address. I replied and gave my address, triple checking that it was correct. I received a confirmation email shortly after, of my replacement being processed, however the *** customer service put in an incorrect address. An address I did not provide, have never used or seen before. I responded to that immediately, sending them screenshots of my email exchanges with their service team showing I provided my correct address and they put a different one. I urgently pleaded the address be fixed before the replacement package was shipped so that I'd actually receive the replacement. I live at ***********************************************************. The address they put was for ********************************************************* ********** with a different zip code. I have yet to receive any reply from *** after sending numerous frantic emails and customer service help ticket requests. I move to ***** June 26th and was relying on my package coming before then. Now the first package I ordered got misdelivered, and *** carelessly messed up my replacement so the replacement might not come before my move. I'm stuck trying to figure out if I'll have to contact the delivery service once it ships to try and fix this and end up paying for reroute

• Initial Complaint

  04/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered four liquid blushes from jeffree star cosmetics through TikTok using a coupon. I ordered two Lavender Fame and two Delicious Diva. I got my package on the 20th and opened it up to find two Delicious Diva and two Never Subtle. I did not order Never Subtle. I contacted JS Cosmetics through tik Tok, PayPal and through their website. Tik Tok told me JS Cosmetics rejected the refund due to products were shipped by multiple packages which is not true it was one package and I have cameras outside my house to show that. Then I compared the receipt from what I purchased and Lavender Fame wasnt even on it just Never Subtle. It is incorrect and might have been a mistake in processing. Then when I proceeded with a claim with Tik Tok they were not clear and I kept getting mixed messages. I would like this settled as I have not received the correct order, I do not have multiple packages, and have not opened the Never Subtle because I did not order it.

  Business response

  05/09/2023

  Reached out to customer via email.

• Initial Complaint

  03/08/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Order: JSC7586730 I placed an order for 3 items, only two were received. The shipping box was not tampered with, it was 100% sealed with company logo shipping tape. I contacted customer service and received an email reply to send additional photos of received items and invoice when I had already sent invoice picture. The product was purchased as a birthday gift for someone and since it took 9 days from the date of purchase to receive, I immediately put what was delivered in a birthday gift and contacted cust-serv. Once I explained that I had already gift packaged (sent photo proof to customer service) the items and was only missing 1 (least expensive) item I was then ghosted. No reply, no offer to refund or replace said item. I have been a huge supporter and purchaser from Jeffree Star Cosm. for years; hundreds of dollars spentthis just ruined it for me. My first issue ever with them and have been ghosted. Very unprofessional. Its not the cost of the inexpensive item but the treatment received that bothers me. Yeah, the item was bought on sale but I deserve to receive my item or either get a refund.

  Business response

  03/27/2023

  A replacement was sent on March 13, 2023.

• Initial Complaint

  02/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On February 4th I placed an order with Jeffree Star Cosmetics after numerous calls and emails to the company I still have not received my order they will not answer the phone I have left numerous messages and emails they refuse to respond. their customer service is Horrid! They do not have any concern for customers at all. Jeffree Star needs to seriously take more interest in his company this is totally unacceptable. ************************* Product imageDescriptionQuantityPrice Secret Admirer Mystery Treat11$12.00 Valentines Mystery Treat11$6.00 Heartbreaker Hoodie ******* 1$55.00 Cost summary DescriptionPrice Subtotal$73.00 Shipping$13.99 Taxes$6.12 TotalUSD $93.11 02/04/2023 04:05PM#JSC7559416

  Business response

  03/09/2023

  We canceled and refunded your order as you requested, please allow up to 3-5 business days for the refund to process! If you don't see your money returned, we recommend reaching out to your bank to clear up any possible issues. Let ** know if there's anything else we can do to assist you! 

  Customer response

  03/21/2023

   
  Complaint: 19403025
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Business response

  04/11/2023

  The items were out of stock unfortunately, and a refund has been processed at this time. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩