Bluemercury Reviews 89

Customer service never actually reads your email - they just respond with some long boring template that doesn’t actually help you with your issue. Very inefficient and I feel like I wasted so much time trying to get an answer from them.

I had ordered a dyson air wrap over weeks of searching in stores and online. When I found blue mercury, I was super excited that they had the dyson in stock, so I had ordered it. The order was around 600 dollars and I had paid for 2 day shipping. Now it has been around 3 weeks and when i am tracking the parcel it has been on “label created” for this whole time. I will flag this on paypal as a scam tomorrow instead of calling because their customer service is terrible! NEVER ORDER!

Wow. I'm really glad I read these reviews first. I went into the store and they were so unhelpful and really kind of dismissive. They were out of the moisturizer and suggested I order it online. After reading about others' experiences, I will just find another product to try! Thank you everyone for posting before me.

I received one of the two products I ordered one week late (with 2 day express shipping). Abysmal customer service. Was lied to about the order already being shipped the first call. On the second call I was just told over and over they’d resend me emails I’d already received and read. Waited on hold for 5 minutes for a supervisor, told no supervisor was available at that time but they’d call me back, which never happened.

Over a month now and I still don't have my order. Tracking number just says "Label Created", from a month ago. Spoke to customer service 3 times and they "can't cancel my order". Credit card chargeback took care of the problem. There physical stores are great, online is terrible!

Excellent customer service. My order was delayed by a couple of days probably due to the holiday season and since I was no longer going to be at the same address, they refunded my order immediately and apologized for the inconvenience (even if the package had already shipped). Very professional and cordial team, which is not seen much nowadays.

OMG, I wish i had read these reviews before i ordered
Its been weeks waiting on one product. Still has to arrive. Tried canceling and the rep was super uncooperative. They double charged me and then tried to expedite the order over to me, but charged me extra $23 for expedited shipping. Just craziness. AVOID AVOID AVOID them

Do not shop here. Made an online purchase, it took an entire month to fulfill. They claimed warehouse problems. I am not confident my products are fresh or were well stored. I will never shop here again. Also, it is impossible to unsubscribe from their emails. Really terrible company.

Placed an order on 9/1/2021 and the order still has not been processed as of 9/21/2021.
It was initially due to the wild fires, covid, and new warehouse transition, then it was new warehouse transition and lack of warehouse staff.
BlueMercury leadership needs to be honest with customers and post an update to their website about any issues and the delay in receiving orders.
I still have no idea as to when I can expect to receive my order and would just like an honest answer.

Placed my order 3 weeks ago. I still have not received it. Sent multiple emails and no response. Spoke to a rep they assured me my package was in the hands of UPS and my tracking would be updated on their site. A week later, still haven’t received my package and nothing has been updated. I wish I read the reviews before ordering. Horrible customer service. Very dishonest. This is my first and last order with them.

I placed an order in May and it took forever but I stupidly gave it another try, since I was given a gift card by a friend. I placed my order on Sept. 5, 2021, it is now Sept. 19, 2021 and my order is still in the unfulfilled mode. I have talked to them and have been given a multitude of reasons,warehouse was flooded, not enough personnel to fill orders, moving warehouse from one state to another. Emails are not answered so I guess they didn’t pay their internet or phone bills. This is insane!!! Do not order. It’s disgraceful, unless their products are being shipped from China and they don’t want to say. I’m reporting it to the better business bureau, at the very least they should respond to customers or indicate on their site that orders will be very delayed. Then they offer customers nothing for this total inconvenience!!! Disgusting!!

HORRIBLE is an understatement! DO NOT TRUST THIS COMPANY and everything it claims on the website. Its utterly disrespectful and deceiving to people that trust their products and services. Their guaranteed shipping time of 3-7 business days is a pure LIE!!! After placing the order do not expect them to ship it out until 1-2 months later; 1 month to say the least if you are lucky and their system is not down on that specific day as EVERYTIME i ended up calling either their system was DOWN or there facing HUGE BACKLOGS DUE TO COVID (Hah! who are we kidding they been using the same old BS excuse for the past 9 months now). Sorry to say but their logistics are in the GUTTER! If you come across these representatives Melissa Brown, Alissa or the supervisor Gabrielle Thunderhorse just keep in mind you will be DISAPPOINTED as they are sure as hell going to make FALSE CLAIMS AND PROMISES on their assured call back to follow-up with your order / resolve your issue but 1 month later NOTHING has been resolved -- Melissa Brown has promised to ship out my order within the next 2 business days following my call 2 weeks after placing the order when it was still not processed at their warehouse, it was never shipped nor my cancellation request has been processed as per my last call request to cancel my orders and issue me a refund which to my surprise is still PENDING!

SO WHAT IS THE NEXT THING THEY ARE GOING TO TELL YOU AFTER USING THE SAME OL BS: 1) COVID BACKLOG, 2) MOVING WAREHOUSES 3) 5000 ORDERS BACKLOG DUE TO SYSTEM BEING DOWN BECAUSE OF THE CURRENT WEATHER SITUATION

PATHETIC TO SAY THE LEAST!!!!!

Extremely disappointed and disgusted by their customer service and UNPROFESSIONALISM.

I have to start by saying, I have NEVER gone out of my way to write a negative review online before but I have never had such an awful customer service experience in my life. Blue Mercury sells high-end products, meaning that customers, including me, spend a lot of money when placing an order. I purchased 2 products almost 2 full weeks ago with the promise of 3-7 day shipping. I contacted customer service about my order because I have received a confirmation that my order has been processed but never received a confirmation that my order has been shipped. I received an email back from their customer service explaining that they are currently moving their warehouse and that the wildfires out West are affecting my order. I live in Florida and have been receiving on-time shipments from UPS (the currier that is being used for Blue Mercury) so I know this is not the reason for my order still not being shipped 2 weeks later. Also in that email, they said they marked my order as 'still wanting my order' after simply asking where my items were. I came on here and found many people with similar stories which is disappointing to see that such a company continues with these antics. I requested a cancellation and a refund of my order and I was met with an email saying my order has been marked to ship so that cannot be done. Mind you, this email I am talking about was sent last Wednesday and this won't shock you, my order still just says processed and is not on its way. I am just appalled by the lack of customer service and I feel as if the company is just scamming me out of my money and holding my money hostage at this point.

Worst. Don’t order from them if you actually want to receive your order in a timely manner. It’s now going on week three and I still don’t have my order. They refused to cancel my order bc it was “processing”. They also offered recently free overnight shipping to customers… but can’t get my simple conditioner out to me within a three week span? I reached out to customer service three times and all three times is the generated answer of we are backlogged and no we won’t cancel your order. Smh. Worst company to do business with - try your luck with Ulta or Sephora, they really can’t be worse than BlueMercury.

Customer service in Ponte Vedra store is terrible.not sure what I need to do in order to get help. Purchased what I went in for and left. I arrived in store with intent of purchasing new foundation and skin care.
Your loss. Will not return.

I purchased an expired product from here- I am unable to return to the store to exchange it and when I alerted their customer service team they were unable to help me and directed me to the store, who asked me to come in after I told them I couldn't. a manager was going to call me back and i am still waiting. There are so many other stores, go there, they will treat you far better.

I bought Dermalogica retinol cream and never been sooo regret like this. The retinol is so runny that it just looks like yellow water! I have been using Dermalogica retinol for 2 years and their products aren't like this until I bought this on Bluemercury. I return the item with UPS label they provided, it shows delivered but I never got my money back, its been a month since they received my returned item! Sent them several messages but still no refund, what's going on Bluemercury!? And buyers please watch out for fake products here!.

Racist to Asian name. As long as your name is asian, they cancel your orders for no reason. Horrible online store!!

Trust the 88% of 1 star reviews. I made a purchase online which was canceled the following day. When inquiring why this occurred I was given three different reasons. First it was a suspicious IP address (my home PC), second was an error in my billing address (which was correct), and third was that I used a coupon twice. There was no fine print that the sale was not eligible on multiple items. This was my first and last experience with this company. Shady customer service and just an overall untrustworthy site.