BY TERRY Reviews 150

I asked a question about a discontinued lip gloss and received a very prompt and informative response.
I love By Terry especially as they don’t experiment on animals.

Awful and frustrating experience. Don’t bother with this company! Why can’t you contact this company??! I should have checked first before buying as I am always suspicious of companies that don’t have a contact number. My order is now over a week late - it was ordered as next day delivery. Hermes have no information except a stock message saying parcel delayed. By Terry ‘Live Chat’ is permanently unavailable too! I didn’t know this was Hut Group and would not have ordered from them as have had same issue with Look Fantastic. Don’t waste your time with By Terry!!!!! Zero customer support.

I messaged them through their customer service portal multiple times to cancel my order before they shipped it and then they shipped it…refused to send me a prepaid label to send it back. Took multiple platforms to reach their CS. I WILL NEVER use their products.

WHAT A PRODUCT!
This lippy is A1
All the French makeup is superb
Went on website ordered yesterday after 6pm
3 products delivered today all good
The sale is on at moment
So take a look
Buy double while stocks last
My Daughters both over 30 love their Lipsticks
So do I at 68 years old
Never too old for your Lipstick !!!!

It took 9 days to get a next day delivery item , I expressed my concern over and over to the company and was just basically told to wait n see , I said I was not happy with the delivery company they were using H****s , item turned up after 9 days bashed and broken box to advent calendar so it’s all had to be just now opened, few items inside broken but useable . This item was on next day delivery …., 9 days it took to get it , that’s just not acceptable .
Reply : if you were that bothered you would of replied to my emails but you didn’t , so result this was my first and last order with you .

This is my second review on this company, and will be my last as I won't be buying the product again.
I've used products from just about every section, 4 different foundation, eyeshadows, mascara as well as cleaning products. I like the product but there are other on the market that are just as good. I have bought it as presents for other family members, but enough.
There are 2 of their mascaras that I particularly like, especially lash expert twist. I think I've had about 8 of them altogether. My problem with the first 2 was that they seemed to dry up really quickly, like within a couple of weeks. I was going to give up on it but then my daughter bought me one as a gift. I couldn't believe the difference, the mascara was fresh and moist, so when it ran out I got another, which was also good. The last two have been absolutely dreadful, the one I opened on Saturday for the first time has the consistency of drying cement. So disappointing. I don't know if they have a load of old stock they are filtering into the supply chain, but clearly they have problems with some batches of this stuff. When it good it's brilliant, but it's just too hit and miss, not to mention a waste of money.
My experience with their customer service has not been great, I find they take too long to deal with queries, if at all. So this is my final purchase.

Reply To ByTerry: I was contacted over two weeks ago for more information, to which I replied immediately. You had the opportunity then to ask me for these details but for some reason you have decided to wait for more than two weeks to do so. Do you think I have held on to these useless products as a souvenir? This slow response actually ties in nicely to my initial review of your company, which centred on lack of or slow customer service. You have my personal details where you could have contacted me at any time, instead you chose to make this public response as though to demonstrate your interest in my problem.

I had a Virtual Beauty Consultation with Helen. I am a 51 year old, single mom working full time. All of the makeup I had used when I was younger, just made me look older. Helen provided amazing advice on which skin care products and makeup would work best on my skin. I am in LOVE with By Terry products. I finally found makeup that stays on all day and makes me look younger!

Fabulous quality products and great customer service.
I love my concealer but unfortunately the push button bit came through so when pushed the inner tube shot out. I contacted customer services, they asked for photos and comments and then sent me a replacement free of charge which arrived the next day. Very happy with that service and assume I just had a bad tube.

I had a 30min appointment at 5pm with a ‘pro artist’ called Leanne. I was connected and ready in the zoom call at 4:59 and waited for the host to start the meeting. I waited until 5.35pm but she still hadn’t started it. There was no text, no email or message whatsoever to state why. This is poor, considering I was wanting to purchase to of their new items and was having to appointment just to clarify which shade. I’ll stick to YSL, better customer service!

Hi! I had a session with Helen and she was great. I learned about the brand and she colour matched me.

I’ve ordered a few bits previously from ByTerry, and (due to my ineptitude) thought I’d bought too pale a foundation and I’d wasted the most money I’d ever spent on a foundation

I contacted Customer Services and they suggested a virtual consultant session which I eventually got round to having this week

In the meantime I did actually follow the advice on the product information and use the foundation sponge and the product was and is amazing!. Now I know what I can add for when my complexion is more summery and I’m excited to see how it can work for me all year round.

Couldn’t have asked for a better session, loved Helen and she was amazing with recommendations and didn’t mind at all that I know very little, and explained and showed me everything she thought would help, technique that’s appropriate for my age too.

All the samples I’ve used are amazing and now I know what I’m supposed to be doing, I feel a lot braver

Chapeau!

Camilia was wonderful, and was extremely helpful as a i was on the hunt for the perfect foundation

Ordered nearly 3 weeks ago and still don’t have my order. It was a gift but never came in time. Tried contacting the customer team but nobody got back to me.

I paid 10 days ago and so far, no products, no updates, nothing. Very poor service, very slow. Will not order from them again

So disappointed:( delivery took 2 weeks and when products arrived, im sorry but apart from lip stick, the rest are rubbish! So glad i purchase during 70% off as if i paid full price ( which i now deem as way to much for the products) i would of been very upset. I had a delivery from Revolution ( generic drugstore brand) and their products were so much better at a fraction of cost. Byterry.. do better 😔

I used to buy a lot from BY TERRY, love their products. But I noticed, that after-Berxit delivery to UK is now taking much much longer. Previously the order would arrive within 3-4 days. It took 9 days for my recent order to arrive (from the day it was shipped). UK customers need to be aware of the longer delivery times. The products quality is superb though

Customer service is a joke, I explained my foundation was not worth the money as it was thin and runny, was told that I need to shake the bottle (which I did) and was told “we’re sorry to hear that and have a nice day, then disconnected my conversation. POOR QUALITY SERVICE AND PRODUCTS, !!!

I went to buy the hyaluronic face cream. I have been holding out for it so I can use my Welcome 10% discount. Unfortunately the code didn't work so I chatted with customer services who said the discount didn't apply to new launches. This isn't what it states in the welcome email. It states: '10% off your first purchase using the code WELCOME10 at checkout. Offer available on the entire site except travel size products, SETS, and marked down lines.'
Really disappointed that they wouldn't honour this. They need to change their welcome email to state 'new launches' also and if they are an ethical business they should honour this discount until they make the changes.

Ordered the face cream which I love but will never order again. It has never arrived (one month later), the courier is one with no contact details, byterry have said they can’t help me. They asked me to review the product so I gave a nice but honest review as above and they just emailed to say they won’t publish it so I wouldn’t trust the reviews on their site as clearly they only include positive ones. Really disappointed, great product but very very poor company.

I received my order in 4 days but want to let people know not to panic I received my order without a confirmation email. The order also did not show up in my online account.