Bobbi Brown Cosmetics Reviews 13

Fantastic service! I placed an order of 3 items, 1 palette and 2 eyeshadow sticks. I encountered problems 3 times from this order outside of the returns period too and the customer service was just absolutely spectacular! Everything was sorted very quickly and smoothly. Special thanks to Lazar V. and the two other wonderful ladies who helped me a few weeks ago. ❤️

I am a life long Bobbi Brown purchaser, but after my recent experience, I will never purchase anything more. I ordered nearly £100 worth of makeup because there was an offer to receive a full-size eye base worth £41. Had there not been the offer, I would have waited to order some foundation as I didn't quite need it yet. On receipt, the eye base wasn't included - on querying 'customer services' stated it was now out of stock n(despite being available online to order), and basically if items are out of stock, the free gift doesn't apply! They didn't do one single thing to put this right. Terrible customer service.

Received an email with a promotional discount that would ‘be applied automatically at checkout.’ Tried to place an order. Discount not applied at checkout despite being over the required sales amount. Tried contacting live chat - no one responds. Waiting 9 minutes between responses and then nothing. Logs you out. Tried 5 times and gave up.

EDITED TO ADD: 15ml Face Base STILL available as a complimentary extra at checkout. It’s just the tube rather than jar, still 15ml. So to tell me there is no suitable alternative is an absolute lie!

Would advise against ordering from this company.
Placed my first order in 31/12/24 which included 3x Gift With Purchase ‘stocking fillers.’ I specifically increased my spend to meet the gift threshold and was permitted to choose all three and place them in my bag and checkout. All 3 items are shown on my order confirmation. However I did not receive one of them (a mini Face Base cream) so I spoke to a CS rep on Live Chat who said GWP items are ‘subject to availability’ and they would not consider providing an alternative ‘stocking filler’ in place of the Face Base (which is worth £19 so a huge reason as to why I increased my overall spend).
Furthermore I was told if I was not happy to return my entire order.
Now I understand that promotional items are often subject to availability but, to me this means that they may sell out before an advertised promotion end date…. NOT that a customer would be permitted to add them to basket and checkout.
After looking at other reviews with similar comments I feel I’ve been duped into spending more when this company had no intention of honouring the advertised GWP. There were lots of other ‘stocking filler’ items they could have subbed for so that I would receive the advertised number of 3 products.
As a first time customer I’m quite disheartened by this experience and will not be shopping again!

S Wilkinson

I strongly advise against purchasing anything from Bobbi Brown. Their service is extremely poor, and if I had to rate their level of service, I wouldn’t even find a suitable negative number to describe it. Believe it or not, I ordered a variety of makeup products from different brands for my mother’s birthday, and all of them arrived on time — except for the item I ordered from Bobbi Brown.

I placed my order 15 days before my mother’s birthday, but it never arrived. When I contacted their customer service, they always gave excuses, saying, “We’ll call you back,” but they never did. This happened four times! Their delivery service claimed they couldn’t deliver my order due to a “problem” and sent it back. Can you believe it?

Even though it was very frustrating, I stayed patient. Then, I received an email asking if I wanted my order resent or if I preferred a refund. I replied, requesting them to resend the order. However, three days later, I was informed that they had refunded my money because my address was supposedly incorrect. I checked again, and my address was correct the entire time.

I cannot understand how this company can so carelessly play with people’s time, gifts, and plans. It’s incredibly unprofessional. Please, do not order from this company — your order will not arrive!

If you don’t believe me, here is my order number: 284288539
And the delivery tracking number: 60120187604892

Spent £130 on a set of make up brushes for my daughters birthday, when they arrived I realised that the leather case there were in is useless, the brushes all fall out on opening the zip, half of the brushes didn’t have plastic covers on them, just badly designed packaging. Contacted Bobbi brown on live chat, but just got the usual reply…. Sorry I’m disappointed and they would pass it on to the relevant parties. I don’t want to return them because my daughter did ask for them, I’m disappointed for £130.

Promotional offer are a lie

This is the second time this has happened with a promotional if spent a certain amount get more stuff upped the purchase then only the free samples come not the brush said because I had a offer on the cream a purchase?! Why send half of it then. SCAM just buy what you need or go to MAC or CHARLOTTE T they are honest.

Won’t he purchasing again.

I've used Miracle Balm in Flushed for the last few months and can honestly say it's the best blush I've EVER used, bar none! Has a fabulous highlight/sheen and leaves you looking gorgeous with a natural...well, flush! Absolutely perfect, I'm 55 and this is the key to a younger looking skin. Thanks Bobbi, this absolutely lives up to the hype!

A big order, which included lots of Black Friday extras, was lost in the post. At first, all I was offered was a refund but, after three phone calls chasing my lost parcel, I asked to be referred to a manager and the manager was extremely helpful. She was able to replace my order, give me a discount and send a bonus package for the inconvenience. A good result in the end.

Placed an order last week it’s been cancelled without any emails as to why.
Last I heard it was being packed. Checked my account and it’s cancelled and at this time of year when you’re Christmas shopping it would be nice to know the situation so you can order elsewhere. Useless company

I contacted Bobbi Brown via WhatsApp as I was dissatisfied with their foundation.
I asked for return label and was refused and told to pay for postage myself. Pretty basic stuff really
Agents responses are patronising and rude.
I am very disappointed and will never purchase from this business again

I signed up for a free "EASY SMOKEY EYE" lesson.
It was booked for 2pm today, and it's meant to last 20 minutes.
I've had a few reminder texts to say when it is but all I can see is "Just joining us? Your video will load shortly"
It is now 2.16pm, and nothing has changed.
A COMPLETE WASTE OF TIME!!

I tried to make an order using an offer code. It appeared to work but they didn't add the promotional items. As it was they evening there was no help available.
The next day I tried to use the help chat to clarify and the first help person was very rude - if you didn't place and order I can't help and ended the chat with no warning.
The second help person was more helpful and offered to meet some parts of the promotion but not all as she couldn't price match the previous promotion (given two stars instead of one because she was as helpful as she could be).

The help information provided by Bobbi Brown outside the hours of live chat is poor. There is an email address displayed the doesn't work. The help page also says the website works best with a range of browsers and version like Chrome 3 (what!?!) and Internet Explorer 7 & 8 (blast from the past). I'd suggest someone takes a look at that.

There is currently (6/2/23) flash sale page claiming up to 30% off where some items are full price. I guess 0% off is UP TO 30% - but just a bit misleading.

From my experience today it looks as if the best option would have been to make the order and then retrospectively claim the promotion items. That is a risky approach though and a bit of a hassle.

Edit: at the end of my chat there was an option to have the chat emailed. I entered my email address to get this but hour later still no email, have checked junk too. This is basic feature of chat. The web experience really isn't good BB!