Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/21/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This was probably my 7th or 8th order from Rhode and the first time my package was lost by DHL / ****. My shipping address is a ********* (a business) located near my house. I pay for a mailbox there as a secure way to receive packages. My home is a few blocks away and I have historically had issues with carriers delivering things securely there and have also had experiences with stolen packages from people walking by. I asked Rhode to look into my order being missing and they said since it was a "freight forwarding address or drop-off" location, they were not liable for any missing packages in transit. They also said, "If you decide to use a freight forwarder or third-party international shipping service to have packages delivered to a country where we do not currently ship, we cannot guarantee that any items in your order will arrive properly, on time, or without potential damage." The ********* is a regular business, not a freight forwarding service. So Rhode is essentially saying they don't allow customers to deliver items to businesses, which is truly absurd. I'm looking for a replacement package of my items or a full refund.

  Business Response

  Date: 07/21/2025

  We appreciate the customer reaching out to our team via ********************. We've continued correspondence with them and were able to issue a courtesy refund for items not received. We believe this matter is resolved at this time. 

• Initial Complaint

  Date:07/11/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did not receive my item. **** shows it as delivered, but nothing was left in or near my mailbox. I talked to mail man today and he said he didnt put anything in my mail box yesterday. Im disappointed with how this situation is being handled. Instead of offering a real solution, Rhode is asking for two business days just to reply plus an additional two more business days to wait in case **** actually delivers it, which makes no sense since **** even recorded the exact time of the alleged delivery.This experience has been frustrating and disappointing. At this point, regret best defines this purchase.

  Business Response

  Date: 07/25/2025

  We appreciate the customer reaching out and fully understand the frustration that can come from a delivery marked as "delivered" when the package is not yet in hand.
  Our team follows standard carrier guidance in these situations, as it's not uncommon for tracking to show as "delivered" prematurely, particularly in high-volume delivery areas or during seasonal surges. In many cases, the package arrives within a few business days after the initial scan.
  For this reason, we ask customers to allow a short window of time for the order to surface before moving forward with a replacement or refund. This approach ensures we're able to provide the most accurate resolution without causing unnecessary delays or confusion on either end. That said, we remain committed to ensuring every customer receives their order and is fully supported through the process. If a package does not arrive within the advised timeframe, our team is always ready to step in and resolve it quickly. We appreciate the opportunity to clarify and have continued the discussion with the customer since this notification and consider this matter resolved. 

  Customer Answer

  Date: 07/26/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:07/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am requesting store credit for 14 lip tint products (7 returned items + 7 unopened backups), which were affected by a serious odor issue. I already agreed to accept store credit instead of a refund due to ******* time limitation, but I have not received the credit yet despite multiple follow-ups via email, contact form, Instagram DM, and TikTok comments. I would like the store credit to be issued before July 14, the release date of the next collection, as it is the only way I can use the credit.

  Business Response

  Date: 07/21/2025

  We appreciate the opportunity to resolve the customer's concerns. We have since reached out to them to provide an agreeable solution and consider this matter resolved. 

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23582503
  
  I am rejecting this response because:
  
  

  Thank you for the opportunity to respond.
  
  
  While I appreciate that store credit was issued for the 7 returned lip tint items and I have since used it for a purchase from Rhode, the main issue remains unresolved.
  
  
  The remaining 7 items, which were unopened backups and had to be discarded due to a clear product defect, have been denied any compensation. Rhode has attempted to shift responsibility onto me by implying improper storage or misuse, despite the fact that these products were stored in a cool, dry place and handled hygienically. In addition, many other customers have publicly reported the same odor and spoilage issues on social media, suggesting this is a wider issue related to a defective batchnot an individual storage problem.
  
  
  Initially, store credit was issued for only 6 returned items ($97). I had to point out the missing $18, which was eventually refunded, but Rhode referred to it as a courtesy, even though it was simply correcting their own error. I found this response inappropriate.
  
  
  The 2 Cinnamon Roll tints caused immediate physical symptoms such as headaches, nausea, and a lingering soapy taste in the mouth, making them unusable. These were discarded for health reasons. A similar issue had occurred with Sugar Cookie tints previously; I returned one and was refunded for the remaining four that I had discarded. It is hard to understand why Rhode refuses to do the same for the Cinnamon Roll tints, given the identical nature of the complaint.
  
  
  As for Salty Tan, Guava Spritz, Shortcake, and Peach Pit, all of these were stored in a cool, dry place away from heat and direct sunlight. I also took care to wipe the applicator after each use, maintaining proper hygiene. Nevertheless, a foul smell developedcomparable to mold or an old gym bag. Salty Tan (2 units), Guava Spritz, Shortcake, and Peach Pit are all from the same lot, and it is clear that the same issue is present across them. I have seen multiple reports from other users on social media describing the same problem. It is highly likely that you are already aware of this issue, and shifting the blame onto users by suggesting it is a matter of storage or handling is irresponsible.
  
  
  Despite this, there has been no explanation regarding the root cause of these product issues, and the refund for the remaining 7 unopened products has been denied. Instead, your language implies that the $18 refund was a gesture of goodwill to conclude the matter, which I find disappointing and evasive.
  
  Multiple customers have reported similar complaints regarding Cinnamon Roll and other tints, indicating this is not an isolated incident but a reproducible defect in the same production batch.
  This is not a matter of dissatisfaction or complaint for the sake of it. In fact, I genuinely enjoy Rhodes products and want to continue purchasing from the brand. That is exactly why I chose to request store credit instead of a refundeven though getting a refund and spending it elsewhere would have been easier. I made this choice because I want to continue using Rhode products, not switch to alternatives.
  

   

  Business Response

  Date: 07/25/2025

  We truly appreciate the customer taking the time to share their experience. We're sorry to hear about the concerns raised and understand how frustrating this has been. While the order exceeded our 30-day return policy, our goal is to always make things right. Store credit was issued for all eligible items, and we refunded the remaining $18 to ensure the total value was honored. Regarding the scent concerns: with our recent formula update, we improved texture and added stabilizing ingredients to help prevent any scent changes that may occur over time after use. Still, **** shared this feedback with our product team for continued review. Were grateful for their continued support of rhode. At this time, we would be unable to honor any additional requests for this concern. We appreciate their understanding. 

  Customer Answer

  Date: 07/26/2025

   
  Complaint: 23582503
  
  I am rejecting this response because:
  

  I sincerely appreciate Rhodes previous responses and efforts thus far, but I must formally reject the most recent response for the following reasons.
  
  
  First, in its recent reply, Rhode acknowledged that it has updated the formula by improving texture and adding stabilizing ingredients to prevent scent changes over time. This effectively admits that the previous batch lacked sufficient stability, supporting my claim that the odor issue I experienced was caused by a product defectnot improper storage or user mishandling.
  
  
  Four of the products (Salty Tan, Guava Spritz, Shortcake, and Peach Pit) developed a strong and unpleasant odor, described as moldy or like an old gym bag. These were all stored in a cool, dry place away from direct sunlight and heat, and the applicators were wiped clean after each use to ensure proper hygiene. Despite this, the problem occurred, which strongly suggests a defect affecting the entire lot.
  
  
  Furthermore, I had to discard five additional unused products (Salty Tan 2, Guava Spritz, Shortcake, and Peach Pit), which were all from the same lot. Multiple customers have reported the same issue on social media, clearly indicating this is a reproducible defect. I believe Rhode is already aware of this situation.
  
  
  I would also like to once again raise the issue of the two Cinnamon Roll lip tints. These caused noticeable health effects, including headaches, nausea, and a lingering soapy taste in the mouth. Due to these symptoms, I had no choice but to discard them.
  
  
  A similar issue had previously occurred with Sugar Cookie. At that time, I returned one item and received a refund for four additional units that I had discarded without returning. However, with Cinnamon Roll, I received no compensation at all. This inconsistent response to identical problems feels unfair.
  
  
  Rhode has stated that the matter was resolved with store credit and an $18 refund. However, the $18 refund was issued only after I pointed out that one of the seven returned items had been mistakenly excluded from the store credit. Referring to this correction as a courtesy is inappropriate.
  
  
  Lastly, I specifically chose store credit instead of a refund becauseaside from the problematic batchI genuinely like Rhodes products and intended to continue purchasing them. Had I simply wanted to buy alternatives from other brands, asking for a refund would have been easier. I chose store credit based on trust and loyalty to the brand. That is why I feel so disappointed with the way this has been handled.
  
  
  Despite Rhodes admission of a stability issue and its formula update, the company is refusing compensation based on its return policy and the fact that the defective products were discarded and could not be returned. This places blame on the customer rather than acknowledging a clear product flaw, which is not acceptable.
  
  
  Therefore, I respectfully request that Rhode reconsider fair compensation for the seven unopened lip tints that were discarded (Salty Tan 2, Guava Spritz, Shortcake, and Peach Pit), as well as the two Cinnamon Roll tints that caused health issues and had to be discarded.
  
  
  I hope you will continue to handle this matter with sincerity.
  
  

  
  

• Initial Complaint

  Date:06/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  order # ******* I talked to someone via email, they confirmed my order was probably lost so they offered me a replacement or store credit. I am going out of town tomorrow and im planning to buy it there. So i requested for a refund on my original payment method. Please refund me instead id prefer it thank you

  Business Response

  Date: 06/16/2025

  We appreciate the customer reaching out to us via BBB. We've gone ahead and refunded the customer on 5/29. Please allow approximately 5-10 business days for credit card refunds to process, depending on the bank or card's policy. It will be refunded to the customer's original form of payment. We appreciate the opportunity to make things right and consider this matter resolved. 
  

• Initial Complaint

  Date:05/07/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March 2024, I made an order on this website. It is a lip gloss product. After payment, I found that my address was incorrect. I immediately sent an email to the customer service to tell them that I needed to change the address or cancel the order for me and place the order again. But they actually replied to me after shipping, telling me that they could not change the address and could not handle my problem. What he meant was that it was impossible for someone else to receive my package if the address was wrong, and if the package was returned, they would help me process the refund. result! My express delivery was signed for by someone else! And this business has not dealt with this matter! Keep sending emails and no reply. I spent $195 and received nothing! This is really outrageous! This behavior is so infuriating! I need a formal channel to complain! I have email records to provide.

  Business Response

  Date: 05/13/2025

  We appreciate the customer reaching out to our team via ********************. Please note that our FAQs states the following:

  Our fulfillment center begins processing orders quickly so we arent able to accommodate changes to most orders. Please contact us immediately with your order info and we will do our best to address your cancellation request, but cannot guarantee any changes can be made after an order is placed. During times of high order volume we are unable to cancel or edit orders. We are not responsible for any address errors or order delays after your package leaves our facility.

  There are a number of factors that influence whether the CX team can make changes to an address after an order has been submitted. While we do our best to prioritize these types of requests, we regret that we werent able to make the necessary update in this case, and the package was delivered to the original address provided.

  Weve followed up with the customer via email to explain that were unable to process a refund at this time due to a pending chargeback. We understand this situation may be frustrating, and while we're unable to assist further, we encourage the customer to work with their bank to continue pursuing a resolution.

   

   

  Customer Answer

  Date: 05/19/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, ?

  ********************** asked me to contact the bank to handle it, but they informed me that the bank refused to handle it and told the bank that the courier had been delivered. (Even though it was known that they delivered the package to an incorrect location, they did not cancel the order or change the address as I requested). I asked them to authorize the bank to refund this order! 
  Sincerely,
  
  *** ****

• Initial Complaint

  Date:04/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with Rhode Skin that was marked as delivered, but I never received the package. I contacted their customer service and was told they would investigate. After several emails, Rhode initially promised a refund, but then stopped responding completely.This morning (April 29, 2025), I finally received an email offering store credit instead of the refund they previously promised. I do not want store credit. I had to repurchase the items elsewhere, which caused an additional financial burden, and I should not be forced to keep store credit for a product I never received.There is no phone number to call, and customer service has been inconsistent and unhelpful. Im now left mentally drained and frustrated from chasing a resolution that should have been straightforward.Desired Resolution: A full refund to my original payment method, as initially promised by Rhodenot store credit.

  Business Response

  Date: 05/05/2025

  We appreciate the opportunity to continue this dialogue and for bringing this matter to our attention. We understand the frustration and inconvenience the customer experienced, and we are committed to making it right. We are pleased to confirm that we have come to a resolution with the customer and consider the matter resolved. We remain dedicated to improving our processes and ensuring that every customer interaction reflects the level of care and responsiveness we strive for.

• Initial Complaint

  Date:03/21/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally express my dissatisfaction regarding my recent order. The tracking status shows that my package has been delivered, but I never received it. When I contacted customer service, I was told that because my address is a hotel, you are unable to provide further assistance.I cannot accept this response. What is wrong with a hotel address? If my order could be placed successfully, why was I not informed at checkout that deliveries to hotels would not be your responsibility? This response is completely unacceptable.Despite multiple attempts to resolve this issue, I have received the same reply each time. I demand a refund. It is unreasonable for me to have paid for an order and received nothing in return. Please address this matter seriously and provide a resolution immediately.Sincerely,

  Business Response

  Date: 03/25/2025

  We appreciate the customer reaching out to our team via ********************. When reviewing the details regarding the order, tracking indicates the package was delivered via USPS  at 11:27 am on March 5, 2025 in ********************. Rhode is not responsible for orders that result in potential misplacement by hotel staff or theft after a successful delivery has been confirmed. Having said this, we have since reached out to the customer to offer a resolution and consider this matter resolved.

• Initial Complaint

  Date:03/13/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 5th 2025: i paid for lip tints from Rhode and used a forwarding service because they dont ship to my country March 11th: they arrive to freight address, i ship them immediately to my country March 13th: the package arrives to my home, but they didnt send me what i paid for. they sent two completely different tint. i ordered two of the limited edition sugar cookie lip tints and they sent me an espresso lip tint and a raspberry jelly lip tint. i contacted them because they got the order wrong in their warehouse. they reply by saying that they cant issue a refund because i used a forwarding service. my problem is that they sold me items i didnt buy and are refusing to refund me because it violates their terms and services, but their terms and services are not in compliance with american federal law.

  Business Response

  Date: 03/14/2025

  Per our terms of service: We do not support the use of freight forwarders. If you choose to place an order using a freight forwarder or third party international shipping service for packages to arrive to a country where we currently do not ship, we cannot guarantee any goods in your order will arrive properly, on time, or without potential damage. Additionally, we cannot accept returns or offer refunds for any items delivering to a freight forwarder or shipment locations other than our approved list of destinations.

  As a one time courtesy, we've refunded of the customer's order. They'll receive a refund notification by email. Please allow approximately 5-10 business days for credit card refunds to process, depending on the bank or card's policy. It will be refunded to their original form of payment.

  For future issues, we cannot guarantee assistance if you are using a freight forwarder or third-party international shipping service to have your packages delivered.

• Initial Complaint

  Date:03/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im filing complaint because I accidentally used one of rhode orders (total 5 order and I dont know which orders return label I used). So Id like ********************** warehouse to look into it and return my box Hello rhode Im reaching out regarding urgent matter Among this order return there was 1 box i returned by mistake and I think I used rhode Return label to return package that was meant to be sent to other person Please check with warehouse and let me know asap Its one of these orders and I used one of these orders return label with wrong box One of the below 5 order return label was used to return the big box by mistake (Its a big brown box ) if found please return it to **** *** ***************************************** ******* ******* ******* ******* *******

  Business Response

  Date: 03/13/2025

  We have reviewed the customers request and ask that ******************** remove this complaint from our account as this is a customer error that theyve expressly communicated. We will attempt to locate the incorrectly returned package with our DC and return to the customer at our earliest convenience. The customer has been refunded their orders and consider this matter resolved and their complaint invalid. 

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23047775
  
  I am rejecting this response because:
  Hello Id like **********************  to contact me directly but when I emailed their customer service numerous times And over their Instagram they havent responded to me at all 
  Sincerely,
  
  **** ***

  Business Response

  Date: 03/24/2025

  We have followed up with the consumer asking for more information regarding the contents of the incorrectly returned products as well as the tracking number that it was returned on so that we can relay this information with our warehouse team. We will do our best to retrieve the package, unfortunately, we cannot guarantee that well be able to locate the package without further information. 

• Initial Complaint

  Date:03/07/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received the Rhode Peptide Lip tint for Christmas and started using shortly after that. However, I noticed that after 3 weeks of using, the lip tint has an extremely bad odor (smells like wet mold). As a result, I reached out to Rhode hoping to get a resolution. Here is how it went:First reply from Rhode: We can't help you until you need to provide the confirmation number. Second reply from Rhode: You need to be the person who ordered it for us to help you resolve it.Since then I have not had a response. They've followed up twice now but now I'm being ghosted. Literally just looking for either a credit for a future purpose or a replacement.

  Business Response

  Date: 03/10/2025

  We appreciate the customer reaching out to our team via ********************. Part of our policy is verifying that a purchase was made through ******************************, our only sales channel, in order to assist with any order-related concerns. We apologize for the delay in response and are happy to inform that we were able to resolve their concerns.