Bobbi Brown Cosmetics Reviews 

Wish I'd have looked on here before placing my order 73397994
Put an order in over a week ago and they can't find the order - but they took my money!
Don't respond to emails and this wasn't cheap
I feel I might have been scammed or lost my money.
Awful! Will be taking this further, AVOID!

I'm back as despite previous assurances that Bobbi Brown would pay the outstanding money as this was their error, I've still not received it. I was last told 5-7 which have now lapsed and the funds still haven't been returned. Again, they're not adhering to their 1) own promises, 2) their 'no question returns policy' or 3) conversations I'd had with their team prior to purchase which I am told are on the system.

So I would save you the hassle and stress of chasing and avoiding using them. As nice as they seem over email or what they say, they just cant seem to be trusted, and now given the opportunity to put the whole issue right, are still not upholding their end of the agreement.

Despite asking why this has happened or whether I can escalate this as a complaint they've evaded a direct answer to both. Really not happy - I can't stand companies like this. They're the absolute worst.

And the email address they give in the reply here soc at gcc.bobbibrown.com doesn’t even work. Jokers!

*No Question Returns:
This offer is intended to permit a customer to use a small amount of a product to establish if they are happy with the shade, we reserve the right to cancel any order that in our reasonable opinion demonstrates an abuse or ineligible use of this offer. If your purchase is eligible for free replacement delivery, please fill out the Returns Note enclosed in your original order (indicating whether you want a refund or a replacement product) and place it inside the return package and follow the Returns Process. If you choose to order a replacement item which is the same price as the item you originally ordered, then we will send you your replacement item without any additional cost. If you choose to order a replacement item which is a different price to the item you originally ordered, we will contact you to confirm that your order has been refunded and to arrange payment for the replacement product. This promotion does not affect your rights under applicable law or under our standard returns policy. Offer is only available on bobbibrown.co.uk.

Don’t buy online !! Zero stars

I placed an order with Bobbi Brown. They took my money and I never got my order. I was asked to wait another two day but this was 4days. Contacted them and said that courier has lost the order. I need to wait another 7 days for a refund! Just sorry tough luck.

Missing items. Not resolved by customer service. I ordered 6 items. I only received 3. I asked for them to be sent out again. 1 item was out of stock. The other 2 were in stock. However, all 3 items are apparently being refunded and I’ll have to re-order (at a more expensive price as the 20% offer is no longer on). The out of stock item was eye liner. I ordered a liner brush to go with it, which I received but obviously have no use for now. Apparently the only way I can get a refund for the brush is to return it via a drop off point which involves a 30 minute trip (and petrol cost). Do not order with Bobbi Brown direct.

UPDATE i received a reply on trust pilot from Bobbi Brown asking me to email them so they could help. It was a waste of time. They just reiterated what they’d already said. I’m now £20 out of pocket. A disgraceful company which I’ll never use again (I have been buying their products for 25 years). To be honest, the quality of their products hasn’t kept up with the rest of the market and there are much better quality products out there now. I still use a few of their products but won’t now buy replacements.

Just bought a lipstick, and a lip pensive, and wasted £50, as it looks .
The lipstick doesn’t last even an hour on my lips, and the pencil is the worst ever quality I bought .
Wouldn’t recommend this 2 items, not sure about the rest , but a very cheep lipstick from L’Oréal is about 100 times better quality . Will never buy anything from Bobby Brown ever, total ripoff

If only I had searched Trust-pilot reviews re Bobbi Brown Cosmetics before I placed an order for £125.00.
It all seemed normal procedure I chose and paid then
I had an email informing me of dispatch followed by one from their chosen delivery service Elvi sating delivery date and time .
My products did not arrive that day or the next and no means of speaking with that company.
Bobbi Brown customer services were apologetic but can do nothing for 72 hours and then I may need a refund or a second parcel sent out.
What is the use of a second parcel being put into the hands of a low rated company.
This is ridiculous I don’t usually order directly from Bobbi Brown and will never do so again if indeed I continue to buy their products .
I have now checked Elvi ratings and they too are very poor so a disastrous combination where service is concerned.

Bobbi brown sold me an EXPIRED MASCARA.. I bought the mascara I used it to use it but it came out really dry and looked funny I went back to get a refund or exchanged as it was expired and couldn't be used at all I told the company that I bought the mascara like this and they argued with me why its opened and nothing could be done which was stupid because how would I know its expired without opening and seeing... I was told some of their items come in that state which was extremely odd !!! Anyhow I kept the mascara and I thought I'll see if it could be applied and IT GAVE AN ALLERGIC REACTION I ignored it I thought maybe it's something else .... I APPLIED IT AGAIN AND THE SAME THING HAPPENED SO I APPLIED THE FOURTH TIME AND ALL OF MY EYES SWELLS UP AND MY FACE ALL 3 TIMES I HAD TO GO TO THE A&E ..... I also have the pictures of my face....
NEVER EVER PURCHASING ANYTHING FROM.BOBBI BROWN .. WOULD NEVER RECOMMEND TO ANYONE..
Ive been prescribed steroid creams, tablets, antibiotics, ointments.
So disappointed

I am looking for weeks/months for the Brow Shaper Brunette.

Bobbi brown is doing a national advertisement/campaign with their brow shaper, but not having any stock for multiple colors, neither online or at physical resellers.

When trying to submit a review on their site, it is denied, because "it is not about the product, but *probably* about the shipment or our service".

I agree with the last review. I like there products but if there is any problem customer services is hopeless.

Made a complaint via the email address I found on Trustpilot as I could not find any other way to contact them, got a response and was asked to send pictures and descriptions etc all which I did, been a week now and decided to resend my email and ask what was happening. Just got a bounce back. Obviously not bothered to follow up with customer complaints, very annoyed as I just spent around (probably more) £300 on their makeup. Will have to look for a more customer focussed brand in the future which is a shame as I do really like their products and would give them five stars but not their customer service.

UPDATE
I have re-emailed my original complaint.

UPDATE ON UPDATE
Did absolutely nothing!

It’s been 2 weeks and I’m still waiting for my order. This is the first time I’ve ever used Bobbi Brown and I’m shocked by the poor customer service. I’m told my order has been lost in the post and then they ignore my replies so I go on the online chat and they tell me it will arrive in 2-3 days. Nothing. I’ve emailed them three more times and get no information! It’s infuriating! Still waiting for my order…

I have had 2 recent orders where things have gone wrong and the customer service, both online and on the telephone, has been fantastic. If all their products suited me I would buy everything from them just because their customer service is so good. Well done.

Impossible to order through their website. I’ve tried 15-16 times to place an order and finally given up. Apparently my address doesn’t exist. Website errors. Online chat help wasted 8 minutes filling in forms with all my personal details to then say no-one is available come back tomorrow. Exhausting process and in the end I ordered from Chanel which are superior products anyway do nothing lost.

Having purchased an item from House of Fraser whilst away from home, I then discovered that it was quite apparent as it was old as it seemed empty. I called Bobbi Brown customer service and with no hesitation Debbie took all of my details and arranged a replacement to be sent to my home address. She also advised me of their online purchase policy (something of which I was nervous about, if I didn't like it etc.) which was that if something doesn't suit or the colour is wrong or similar you can return it free of charge for a full refund! I am fully an online shopper with them now and would highly recommend.

I visited your Guildford Tunsgate Store this morning with a view to updating my makeup. Your two assistants were busy giving facials to customers, so asked me to wait. Even though I am over 70, they did not offer me a chair or interact with me in any way. After about five minutes I left and bought my cosmetics from another company. Was I considered too old at 74 to be of interest to Bobbi Brown or was I just invisible? Poor show.

Great products, fast shipping (I may live far from their warehouse so it takes some days but at least BB ships really fast).

I've been using their foundations and eye shadows for years. My favorite is the personalized eyeshadow / cheek palette.

Had no problem with customer service, I did return a few things over the years and the refund process is smooth.

I bought the skin serum foundation from bobbi brown online site when they had their promotion. And I received it today, but the item already expired 3 months ago. Expired date was nov. 2021.. speechless.. they basically sold trash to customers. How is this possible?
Don’t they know the expiry of their product in the system? A big company like this should have an item number that correspond to a expiry date. No wonder it was on sale. Trying to off load expired items to consumers. Beware.. everyone should check expire date of your item when you receive them.

For about 20 years I almost exclusively used Bobbi Brown products. I purchased direct from the company website. Several times a year I received emails for a special discounts which was lovely and a reward for being a loyal customer. The company sold a few years ago and things have changed in terms of appreciation of loyal customers. There is a plan where you get points and they expire if you don't use them and it's poor. I don't use Bobbi Brown anymore. I have found substitute products with Laura Mercier and Nars that I'm satisfied with.

Absolutely appalling customer service in Bobbi Brown, John Lewis, Kingston. The manager there has not an once of compassion.

I will be never purchase from this brand again and will advise others to do the same.

I bought some products as my friend recommended me. While I was not decided between the XMAS and the 15% discount as first time buyer and applying the discounts back and forth, somehow I've omitted to add any in the end. When the products arrived, I noticed that none of the discounts have been applied. I've contacted the customer service live chat and nothing could be done. It's a very robust company and the client doesn't seem to put the client first but the company. Very disappointed and I'll return the extra products I ordered for myself