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:02/27/2025

  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 ordered 2 peptide lip tints on July 25, 2024 from Rhode. After a few days of using them, they became really grainy and gritty. I emailed the customer service team and they said they would provide a refund. They approved the refund on August 17, 2024 and said it would be multiple business days. I emailed a month later on September 19, 2024 because I had not received a refund. They responded that it was approved on August 17, 2024 and I should have it within 10 business days. It is now February, 6 MONTHS later, and I still have not received anything refund or store credit. Everytime I email them, they tell me the same thing; that it was approved and its on the way. I spent $39.89 in total. I emailed them multiple times and they ignored me. I had to keep emailing them in order for them to respond.

  Business Response

  Date: 03/03/2025

  We appreciate the customer for reaching out to us via ********************. Weve connected with them directly and worked together to find a solution theyre happy with. We're appreciative of the customer's patience and we hope they come back to shop with us again. xo team rhode

  Customer Answer

  Date: 03/04/2025

   
  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:02/20/2025

  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 have emailed the Rhode skincare company 4 times. They send me a standard "getting back to you notice" and not to send any further emails.I feel that I am being ignored. I just want to return the items because they didn't work for **** am extremely disappointed and would not have expected to be treated this way.I thank you for your help with this matter.***** L. *******

  Business Response

  Date: 02/20/2025

  We appreciate the customer reaching out to ********************** via ********************. When reviewing their interaction with our team, we see that they requested to return an order on 2/12/25. Our customer service team responded promptly on 2/13/25 with returns instructions including the link to process a return. We're happy to share that we do see updates on 2/13/25 that the customer processed a return and received an email confirming that a refund was on their way. We ask that the customer allow 5 - 7 business days for the refund to reflect on their account. At this time, we consider the matter resolved. If the customer would like to reach out for any additional support, please contact us via ************************************ and our team will be happy to assist. 

  Customer Answer

  Date: 02/27/2025

   
  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:02/06/2025

  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 was gifted the following items: Peptide Lip Treatments Tinted peptide lip in Ribbon and Toast pocket blush in sleepy girl.I have been a user of these for years so when I had the reaction I had I was shocked. The reaction came two days after my use of the new *********** face and lips got red and itchy and I had a horrible rash on my cheek. I had to go to the emergency room and get steroids and antihistamines and it was awful. The products were sent to the lab and they found bacteria that isnt supposed to be there as well as mold on the pocket blush. I tried contacting the business about this but they say since I dont have a receipt of the order they cant help. I told them the items were a gift. I have contacted a lawyer and I was advised to file a complaint with BBB and ask for Rhode to replace the products because all of them had to be discarded. If they refuse to do so I will be filing a product liability lawsuit.

  Business Response

  Date: 02/21/2025

  We appreciate the consumer reaching out to us via BBB. At rhode, we are committed to formulating products that are safe and gentle to ensure they hold up to rhodes high standards, and we take all feedback seriously. In order to review this matter, we ask that the customer provide the email address used to contact our customer service team as we do not have any record of communication with ****************************. Upon reaching out to them on this email, we received a hard bounce back, which could mean an invalid email address, a non-existent domain, or a blocked server. We encourage the customer to provide our team updated information so we can work to resolve their concerns. xo team rhode. 

• Initial Complaint

  Date:02/03/2025

  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.

  My order number ******* has not been delivered. According to their website to contact them if 2 days after expected delivery is not received. I contacted them 4 days after I didnt receive and all they say is wait for another 3 business days making it a full 10 days and still refusing to give refund for an order that clearly has not been delivered, we all can see the tracking! I attached a photo that includes the tracking and that it has not delivered.

  Business Response

  Date: 02/03/2025

  We're sorry to see that the order has yet to arrive to the customer and appreciate their patience as we typically allow the carrier a few additional days to make another attempt. At this time, the customer has been refunded in full, as requested. Please allow 3-5 business days for your refund to fully process. If there is anything we can help you with please dont hesitate to let us know. - Team rhode
  
  
  

• Initial Complaint

  Date:01/27/2025

  Type:Service or Repair 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.

  The lip gloss smells moldy and rotten

  Business Response

  Date: 01/28/2025

  We appreciate the customer reaching out to our team via ********************. We have reviewed the customers' request and have ser that we've responded and provided a solution on 1/24/25 and consider this matter resolved. If the customer has any additional concerns or questions, we kindly request that they reach out to our team directly at ************************************* Thank you.

• Initial Complaint

  Date:01/16/2025

  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.

  I placed an order for several products on 11/17/24. They were Christmas gifts for my daughter who was looking forward to receiving them. I received the package on 11/23/2024, which I then wrapped to save for Christmas. When my daughter opened the box, there were only 2 items in the box (Espresso Peptide Lip ************** ******************* neither of which was in the original order that I placed on 11/17/24. I emailed their customer support and explained the problem. I requested a replacement order. They responded back and refused to provide a replacement order for the correct items and refused to refund my money. They stated that the problem with the order was reported past their 30-day window for refunds & exchanges. I feel that this is unfair because the mistake was on their end, they sent me the wrong products, so this situation should not apply to their standard 30-day window for refund/exchanges. They should be respectful of their customers and value their business. At this point, I feel robbed of $132 and think that they should do the right thing and either send me the items that I originally ordered or refund my money.

  Business Response

  Date: 01/27/2025

  We appreciate the customer reaching out to ********************** on ********************. After further discussions with the customer, we were able to come to a solution and consider this matter resolved. 

• Initial Complaint

  Date:01/07/2025

  Type:Service or Repair 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 have made purchases from rhode on a few different occasions. i was hesitant to purchase because a lot of people complain about her lip products being grainy but some people say they dont have that issue. so i decided to find out for myself. the first lip treatment i purchased (i only used maybe 2 times) and when i reached for it again, the formula had what felt like grains on sand in it. i dont know why i continued to buy them here and there. i guess people on tiktok would say sh fixed the issue when the company mind you, has never said anything about this problem ever. never addressed it. so i would give it another shot just for it to arrive grainy or turn that way after 2-3 uses. i recently started seeing people complaining on social media about it and how they emailed customer service and they refunded them even if the purchase was months prior. i emailed them and they said i had to send them back the used faulty lip products which from everyone ive spoken to, they were not asked to do that and were still refunded. if everyone was asked to send back the item in order to receive a refund then theres no issue. but to pick and chose who youre going to send a refund to is beyond me. its the principle. now 2 weeks later, they are ignoring my emails without the issue being resolved. they say they are working on the formula but its been an issue since the company started in 2022 and still restocking and putting out new products with the same flawed formula. i sent them my order numbers. i sent them pictures of the products, how they have barely been used and also showed pictures of the grains in the formula. they told me they smooth upon application when they dont. people boil these products in water to make the grains go away which ive unfortunately tried and it doesnt work. i just want my money back as a single mother who now has wasted money on products i simply cannot use.

  Business Response

  Date: 01/13/2025

  We appreciate the customer reaching out to our team via the ********************. We take all complaints seriously and carefully review each request to address it in accordance with our policies. While we are happy to honor the customer's request, due to the length of time that has passed and the number of products involved, we would require the return of all items using the free return labels we have issued.
  We see that they've reached out to us on Nov 24, 2024 to report receiving items that were damaged in transit. On December 5th and 17th, our team requested that the affected product be returned to us at no cost to them, as this is part of our standard procedure before providing a solution. Unfortunately, the customer has requested a refund without returning the products. We require return of any items they receive if they are reporting an issue, as this helps us offer a prompt refund or replacement. We will continue to engage with the customer directly.

• Initial Complaint

  Date:12/17/2024

  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.

  Hello,My order was received opened may I have a reship. Originally I sent a email but have not received a response. The item has been tossed since delivered due to being damaged.Order # *******

  Business Response

  Date: 12/17/2024

  We appreciate the customer reaching out to our team on ********************. We see that they've reached out to us on Dec 13, 2024 to report receiving items that were damaged in transit. On December 14, our team requested images of the affected product, as this is part of our standard procedure before providing a solution. Unfortunately, the customer has informed us that the items have already been discarded. We encourage all customers to share images and/or videos of any items they receive if they are reporting an issue, as this helps us offer a prompt refund or replacement. We will continue to engage with the customer directly.

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 22698404
  
  I am rejecting this response because: if a reship of a simple $18.00 product cannot happen I would like to request a refund.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 01/03/2025

  We have submitted a refund of the order as of 1/2/25 as requested. The customer should see this reflected on their end within 3 - 5 business days, depending on their banking institution. 

  Customer Answer

  Date: 01/13/2025

   
  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:12/16/2024

  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.

  my first purchase from rhode was 12/26/23. i had been hesitant from buying their lip products because so many people online had said they were grainy but also some people said they werent so i finally decided i would see for myself. the first one i ordered i used once and my dog chewed it up so i purchased another one. that one unfortunately arrived grainy (it felt like there was grains of sand in it) im not one to complain so i just put it in a drawer and i reached for it a few months later and it i. fact was still grainy. some people said the tinted ones arent grainy just the scented treatments so i placed another order in february. that product after using twice started having the same issue. so i never used it again. in june, she released limited edition summer shades. i guess i had hoped since time had passed and the grainy issue has been talked about since she started her brand, that it would be fixed. i ordered two as well as a skincare product that broke me out after one use and ive never used again, but the two lip products both arrived grainy/unusable to my standards. i ordered again at the end of july (my fault i shouldnt have) giving it another chance hoping for the best, and again the products grainy and unusable. they just sit in a cup on my bathroom counter. i started seeing a lot of people on tiktok in november saying how they emailed them and they received a refund/replacement and it didnt matter how long ago they ordered. so i decided i should email them considering it was a waste of money and i never use them. i sent them an email with all my order numbers as well as pictures showing the products still full and the grains in them. they asked me to mail them back the products. i have talked to 30+ people that said they were not asked to mail them back. it wouldnt be an issue if that was what was asked of everyone. picking and choosing who to refund is beyond me. since 12/1 they have ignored my emails. wont refund. wont respond. im appalled

  Business Response

  Date: 12/17/2024

  We appreciate the customer reaching out to our team via the ********************. We take all complaints seriously and carefully review each request to address it in accordance with our policies. While we are happy to honor the customer's request, due to the length of time that has passed and the number of products involved, we would require the return of all items using the free return labels we have issued. We will follow up with the customer to ensure a prompt resolution.

• Initial Complaint

  Date:12/07/2024

  Type:Service or Repair 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.

  Hi Im filing complaint ******* and *******due to order these orders not being refunded after it was delivered back Originally I tried to cancel the order but was told it was too late for this order to be cancelled I tried contacting rhode via their cs email and their Instagram but no one from rhode customer service is reaching out Id like refund issued for my 2 returns Thank you

  Business Response

  Date: 12/09/2024

  We appreciate the customer reaching out to us via ********************. We try to fulfill orders as quickly as possible so that customers can receive their products in a timely manner and we were unable to cancel these two orders in question. The customer initiated a return on ********. Our ****************** processes all incoming returns and can take 5 - 10 business days to issue refunds. We thank the customer for their patience as we work through all incoming requests. The refunds were issued on 11-19-24 and we consider this matter resolved at this time.