Bobbi Brown Cosmetics Reviews 

I’m unable to review many of their cosmetics as I gave up on this brand after a couple experiences with one product. My review specifically concerns the long wear cream eyeshadow pencil which retails for around $30-$35. I loved the colors and purchased 3 colors at once. The first one I opened the eyeshadow pencil popped out onto the floor. Tried to save it but I have dog hair, cat hair and dust on my hardwood at times. It broke and was dented. Took a photo and tossed it. Next day I tried the second. Was very slow and careful opening it. The actual pencil part was loose but did not come out. Later in the day was going to refresh, wasn’t thinking and same thing. Out it popped onto the floor, dirty, broken and unusable. Tossed it. Basically the same with the third. I have several other brands of the same type of item and none do this. I contacted Bobbi brown, sent photos of my receipt, all three pencils and a note explaining why at this price point they could not make this product stay in the holder. I pulled the 3 pencils out of the trash, told them I wanted my money back and if they send a label I would send them back. Twice I did this. No response on phone, email, chat. Made a complaint on BBB. No response. About $75 wasted. I wouldn’t try anything else of theirs seeing this kind of quality and lack of customer service.

I honestly didn’t even want to record/write this review, but I think there comes a point where people get tired of just accepting terrible customer service in silence.

I’ve been a professional makeup artist for 10 years, and I genuinely LOVE Bobbi Brown products. I’ve used them in my kit for years on clients and on myself. That’s exactly why I decided to finally treat myself for my birthday and place a big order directly from the Bobbi Brown website after seeing all the beautiful promotions, gifts, and special offers.

I ordered products not only for my clients, but also some of my longtime favorite products for myself, plus a few new items I wanted to try. Since it was for my birthday, I even paid extra for next-day shipping to make sure everything would arrive on time.

And then… two days later, I receive a message saying my package couldn’t be delivered and was being returned back.

I contacted Customer Care immediately, expecting support. Instead, I was basically told: “Sorry, that’s not our problem. Contact UPS.”

As a foreigner living abroad, I had to figure everything out completely on my own — calling UPS through every possible route, physically going to UPS offices, spending hours trying to solve a problem that should never have become MY responsibility in the first place.

Eventually UPS told me they could redirect the package to a pickup point, but I had to pay additional import fees/taxes. Fine. I paid them from my own bank account.

Then the very next day I receive another update saying the package is STILL being returned back anyway.

At this point, days had already passed. I contacted Customer Care AGAIN. This time they apologized and told me they understood the issue and would resend the package. I provided the updated shipping address they requested.

The next day? Another email:
“We cannot resend your order. Please place a new order.”

Except now:
— the discounts are gone,
— the promotional gifts are gone,
— the birthday offers are gone,
— the exclusive sets are gone.

Which was literally the MAIN reason I made such a large order in the first place.

I asked to speak with supervisors because I know how customer service systems work. After almost TWO HOURS of conversations and wasted time, I still received vague answers like:
“Just reorder and we’ll refund the difference.”

But every time I asked the direct question:
“What about all the promotional gifts and bonus items included in my original order?”

I got no real answer.

Finally, after asking multiple times, I was told:
“That depends on the warehouse.”

So after 10+ days of stress, wasted time, additional UPS fees, paying for express shipping, and losing access to all the promotions and birthday gifts — the final solution offered to a loyal 10-year professional customer was basically:

“Just reorder everything again and maybe we’ll compensate around $40.”

No accountability.
No proper resolution.
No consideration for the money, time, stress, or experience lost.

I truly never expected this level of customer care from a brand I have supported professionally for so many years.

GARBAGE CUSTOMER SERVICE. Virtual agents are the absolute worst with slow responses (obviously watching tv or other jobs), and ZERO customer service. This is not India, yet they respond like they would if they were there.
WILL NOT BUY ONLINE OR IN-STORE!
Returning products is at the customer expense, which is not explicitly called out online. The process to return is also unclear. Do I need to submit the order number in the box?
Bobbi Brown is brown like shit.

Horrible customer service! The rewards points that you accumulate mean nothing at all. You can try to use your points, but they say you can't if you have already used a couple points. I have 1000 points just sitting there and they say I can't use it.. also I returned two unused products and I have to dispute with my credit card because they won't send the refund and they won't tell me ? They have my products and they haven't refunded. They keep saying no give it a few more days! It's been three weeks even though the email said three days.

Ordered form them and says item has been despatched to courier but tracking shows not arrived at courier. I used the virtual help system and basically told they are experiencing delays and when I asked for further information the virtual assistant ignored me. Wanted a luxury lipstick but have wasted money as I have no idea what is happening with my order. Never again will I order from this company.

What is the point of a virtual assistant who also has a 9-5 work schedule (insert eyerolling here). On their website, their tracking shows a location that the package is supposedly at. But using the tracking itself -it's definitely not. The shipment is at this point 3 days late. Definitely don't ever use the website. I will delete my account as soon as this is resolved.

I do like the extra repair moisture cream, but such tiny amount, in this huge heavy bottle, I w’dn’t want out on my cabinet, nor does it fit well in a suitcase, adding lots of weight, in my suitcase, when traveling to visit my daughter in England, is proving almost more difficult, than it is worth!!! What happened to the sleeker, lighter decanters, with sleek black lids!! It w’d surprise me if anyone loved this new, heavy bottle, with logo, shiney lid, and white ring, top! When I pick up this bottle, I feel ripped off by paying anything for this heavy bottle with little in it! Please instead add this cost, to more cream in the bottle, instead, PLEASE!!!!
Thank you!!

My products never arrived I had to call their customer service and they offered to refund me or send another parcel out so I took the refund. I waited 3 weeks for these items. Definitely buy from elsewhere.

I had to ship in 2 orders because they limited my basket to 14 items. Both orders had missing items with no explanation or adjustment to the order cost. That wouldn't be such a big deal if they actually had customer service. They don't. You'll die waiting for anyone to answer the phone or chat with you. There is no email address or form you can fill out. Just one phone number and a chat bot. Neither gets a response.

Don't wait on hold! I called the 800 phone number and they told me a beauty advisor on chat only could answer the question. I waited 80 minutes on chat while she said she would be right with me but then told me (after over an hour) that she couldn't answer the question, which was, which lip liner goes with this lip gloss? Why didn't she tell that to me when she was telling me to keep holding, walk away and she would answer my chat when she had time. Would have been faster for me to drive to the mall and check myself. Now, I'll just buy a lot of lip liners, then return the ones that are the wrong color.

I have purchased lip balm from them, only to find out after several days the bottle was leaking. When I was wiping it again-because it was leaving nasty sticky stains everywhere- the top of the bottle fell off, and it can’t be closed anymore. There is still more than half of the product left! And it wasn’t also very cheap! Won’t be buying again.

My visit to the John Lewis store was such a disappointment, the makeover was very rushed and I got an overrall tacky feeling, that they just want to make money without true regard for customer service.

Since Bobbi sold their company , they’re gone down they charge high price but looks like local drugstore products are well better ingredients than what they use. Don’t waste your money buy from somewhere else.

just spent over £300 on Bobbi Brown make up for my daughters wedding after checking with the sales staff that the products are not tested on animals. I was told they do not test so I was happy to buy, but now have discovered the products are tested on animals. I am sickened by this and the company should be ashamed. I was falsed to give one star to be able to write the review, but would give no stars if possible.

As a single dad of a 16 year old young lady as Prom night loomed I booked a make up lesson appointment at John Lewis, Reading, Bobbi Brown. The experienced and enthusiastic Eloise shared her knowledge, tips and techniques which my daughter thoroughly enjoyed.
On the day of the prom I had booked a Party Ready session with the same team. The lovely and equally product passionate professional Chloe immediately put my daughter at ease and again my daughter was very happy with her experience. She looked and felt amazing on the night. Priceless joy for me to see as her father. Thank you Bobbi Brown Reading - You were both awesome!

I stocked up on their long wear eye pencil in Jet unfortunately. I used to live in it. They were all terrible, the colour stick kept falling out of the pencil and when you got halfway would stop working entirely becoming waxy and colourless. Total fraud after raising prices on top of it. Avoid at all costs

Awful experience. I ordered some foundation online which never arrived. Couldnt ever get hold of anyone in person to discuss, just a really crappy AI bot. The AI bot on theor website advised me the order had been cancelled! No explaination, no email, nothing. Complete waste of time, awful comms and no actual real people available to speak to.

I got email from Bobbi Brown this morning reminding me to use my birthday coupon for $10 off $30+ purchase. I tried to use it but it would not go through. I chatted with customer service and he told me that they don't have that promotion at the moment. I told him that I just got email in the morning. He said it's automated email and they they will let me know when the promotion is active again. How do I know that the email will give me reliable information in the future? I'm pretty done with Bobbi Brown.

Visited the Canary Wharf branch for colour matching for a foundation and tinted moisturiser. Had the appointment and purchased the recommendations. When I applied them at home they were completely the wrong colour. I don’t know if it was inexperience of the sales advisor / the artificial lighting in the store but they look awful. I went back in to be told Bobbi Brown don’t offer refunds and if I wasn’t happy to write to their customer services. I am now in the very long process of making a complaint and trying to get a refund. I’ve had to supply photos / batch numbers / repeat myself over and over again and still nowhere near getting a refund. Visit space nk / boots etc for a much better experience. Sadly Bobbi Brown has gone so downhill that’s my last ever purchase from them.

Echoing other consumers: You will not receive product, You will not receive a refund.

I placed a Christmas order Dec 9th, and to date (Jan 3) the product has STILL not shipped, Per their own CARRIER, OnTrac who's status states 'Awaiting Package from Seller."

Translation: BB is creating shipping labels, then holding product. Period.

Contacted them today, they will NOT refund, despite still having the product in their possession. They offered to re-ship "free of charge."(geez thanks for not charging me).

I have no reason to believe product will be shipped, and no desire to waste more time following up.

Instead, Here's What I Did:
1. Contested the charge through AmEx. BB can now spend time dealing with AmEx directly.

2. Filed a BBB complaint
3. Writing a review on this site
4. Will launch a BEWARE YouTube video to my 200k+ subs specifically outlining BB DECEPTIVE PRACTICES.

Strength in numbers.