jonesroadbeauty.com Reviews 

Very poor customer service, wish I had read the reviews first!No phone number. I have a gel eyeliner which I believe is faulty.it has no depth of pigment and flakes on application. The first response was a tip on how to load the brush! As I explained I have another in a different colour and it hasn’t got this problem, I felt that unnecessary advice.
I was asked for photos for “evidence “ and batch number and they would “see what they could do “ Since submitting the photos requested have had no replies to 3 more emails. So they sell substandard products and then ignore so that they don’t have to deal with it. I also bought a powder shadow which shattered into crumbs after a couple of uses. It irritates my eyes. As a long time user of Bobbi Brown products, very disappointed in this brand. I won’t be buying again.

I love everything about Jones Road Beauty.  Phenomenal customer service, they mean it when they say satisfaction guaranteed. Superb quality in every product that I have purchased and I have bought a lot over the last couple of years. Switching to this product line has been a game changer for my early 50’s skincare routine. My favorites include: miracle balm in most colors but especially Au Natural for base, just a sec for eyes, shadow sticks, brow pencil and shimmer oil. Customer service has been phenomenal from start to finish and even beyond when I’ve had questions!

What I did and didn't like: they sent an extra color, I didn't order. But I liked it so I kept it. The au naturel doesn't look like the pictures. My hair was sticking to my face, however I added a little vail powder on top and that worked without taking that fresh look away. It's extremely easy to use and last a long time. You don't have to use a lot and the cheek and lip tint looks perfect because it doesn't go on heavy like a powders and lipstick. The sent is amazingly calming and nice, without fading. It makes your skin feel so soft and fresh, without clogging your pores. Removal is very easy as well. Overall, it's my go to makeup all the time. So happy with my purchases.

Very disappointing. I purchased the roll up moisturiser which was damaged on opening. Emailed the company twice with accompanying photo of damaged product. No reply. Ended up claiming back a refund through PayPal. I can forgive a damaged product.. it happens..but poor customer service from a high end brand is not good enough. Won’t buy from them again.

Your products are exceptional! I am 75. WTF and your Miracle Balm are so moist and natural looking. Also purchased the Dusty Rose kit. I love it! Hope you consider making mini travel versions of your Miracle Balm.

I was a longtime fan of Bobbi Brown, so I was genuinely excited to try Jones Road Beauty. Unfortunately, after just one use, my entire face erupted into the most severe rash I’ve ever experienced. It was immediate, painful, and alarming. Weeks later, I’m still dealing with the aftermath and trying to repair my skin.
What’s even more concerning than the reaction itself is the complete lack of response from customer service. I’ve emailed multiple times explaining exactly what happened and asking for help, and I have received no reply whatsoever. When a customer reports a serious skin reaction, the bare minimum should be acknowledgment and concern.
It’s incredibly disappointing and honestly alarming that a brand built on trust and “clean” beauty would ignore a customer describing this kind of experience. Between the severe reaction and the silence from their support team, I cannot recommend this brand.
Buyer beware — I strongly suggest avoiding this company.

I had a very positive experience with Jones Road’s customer service. They were helpful and informative.

Please, please, please promise that you will always sell the Cognac lipstick. It is absolutely divine. Gorgeous, and I absolutely love it.

Thank you Jones Road Beauty. I think you may have created the perfect lipstick.

Jacqui

Once you find your correct shade that's it. It is the best foundation with the easiest application -like a moisturizing cream. Feels good on skin, looks very natural not cakey. The ease of application is truly a gift for everyone. The only wish I have is that they should have more retail space locations. Would try on more stuff from there. Good job Jones Road Beauty team!!!!

What went wrong is I never received my order from Jan 12th and DHL says they never received the package. I'm waiting for Jones Road to contact me.

Placed an order, address looks perfect, carrier is returning saying address is incorrect. I write to support asking for a full refund, and no reply nor refund yet. Still waiting.
When I try to request support for my order again via their website, it says there are no orders. Very sketchy company! Don't order anything from there! Save the headache.
I'm giving some more days and then making a complaint to the ECC.

I really like these eyeshadows but resisted buying more for a while because of £5 postage seemed a lot for 2 tiny products. I did eventually order and while I love the products I was shocked by the packaging. An enormous box full of paper with the two products hidden in the bottom. Such a lot of waste.

The owner sounds half dead on her ads.
She also needs a makeover. How could I believe her products are any good. The company bombards the internet with excessive amounts of disrupting ads that makes me hate the company.

I really enjoy their products, but if you have to order online beware. Twice now my shipment was substantially delayed. The first time it was lost by the post office. The 2nd time, notified again that it's delayed. it's been almost a month since my original order. And they do not have a a customer service phone number to call. They seem to put all of their service up front with
product guidance but literally don't deliver.

I sent this email to the Jones Road Beauty brand stating that I had not received the item ordered on December 12, 2025:
"Hello,

I am writing regarding Order #5545001, shipped via UPS under tracking number 1ZRJ70536821983310, which was returned to the sender and never delivered.

The delivery address provided at checkout was correct. The return resulted from a logistics/formatting issue, which does not fall under the customer’s responsibility.

As the goods were not delivered, the contract was not fulfilled, and the delivery risk remains with the seller until the consumer receives the goods.

I therefore formally request a full refund of the total amount paid, including shipping costs, to the original payment method.

Please confirm the refund and the expected processing timeframe."

Today is January 28, 2026, and I have not received any response. Since the first email, I have sent about 4 emails to get a refund and still no response. DO NOT BUY FROM THIS WEBSITE. For over a month I have not seen either the product or my refund. And the shipping company they selected told me that they had already received the product back.

Horrible experience!!!! If I could give zero stars, I would. I don't recommend anyone buy from here!

Quick and personal response. Your customer service makes people feel seen.

From my second experience shopping with Jones Road Beauty, I believe these products are not worth the wait, nor the appalling customer service. I purchased a number of Jones Road Beauty products on November 19, 2025, and when my order failed to arrive, I raised my concern with both the courier company and Jones Road Beauty. From mid-December, I contacted Jones Road Beauty through both their support widget, which was utterly useless, and their one email contact for customer support enquiries. For almost one month, I attempted to contact Jones Road Beauty with no response or acknowledgement from a human being. In that time, the courier company declared my delivery as ‘lost in transit’, only to laughably arrive on January 10, 2026, more than six weeks after it was ordered.

To my genuine shock, on January 15, 2026, I received my first email response from Jones Road Beauty customer support acknowledging my issue. I was advised that their delay was due to an “influx of inquiries”. For me, the explanation of “we’ve been busy” was completely insufficient to justify being left in limbo for weeks and clearly signalled that Jones Road Beauty simply doesn’t care. As a customer based in Australia, my warning is ‘buyer beware’ with this company; particularly if you reside outside of the US, there appears to be little recourse for resolving consumer complaints. It’s a shame as their products have potential, but my second experience buying from Jones Road Beauty has eroded all trust and I would be a fool to buy from them again.

I have been adding Jones Road to my Boom regimen little by little. I love makeup and I have always enjoyed playing around but I have realized as I age I can’t wear a lot of color or heavy textures or I look like a bad character. Jobes Road has given me so many fun choices that help me play and change my look without looking strange or made up. Thank you Jones Road for giving the mature girls some fun!!
I’m 62 by the calendar but 38 at heart❣️

Ordered goods on 4 January 2026; despatched 6 January, arrived at a main mail centre on 8 January. And no movement since then. Have sent multiple messages to Jones Road via the customer services widget on their website, and several emails. Absolutely no response. My parcel is paid for yet missing and Jones Road are not engaging at all. AWFUL experience. Will not purchase from them again. Very angry.

What the foundation is simply the best beauty find for me . I was expertly colour matched by the team at Jones Road , Liberty London . I'm delighted with my product