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Business Profile

Perfume

Stila Cosmetics

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Perfume.

Complaints

Customer Complaints Summary

  • 9 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/12/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    Stila sent me the wrong product. I emailed them right after receiving the product because they have a time limit for returns, twice and I also just called--but they still won't get back to me.

  • Initial Complaint

    Date:02/21/2024

    Type:Customer Service Issues
    Status:
    Resolved
    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 been calling the Stila Cosmetics customer service number***************) provided on their website and emailing the customer service email address provided on the website and not receiving any response. I have contacted the *************** Officer as well as the *** via thier Linkedin profile about this issue, with no response. No one ever answers the customer ervice phone line and no one ***** calls back. This is the worst customer service and no one seems to care.

  • Initial Complaint

    Date:07/29/2023

    Type:Product Issues
    Status:
    Resolved
    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 followed the procedure on the Stila website to request a return authorization for a recent order. I have left several voicemails, sent emails, contacted via ********* and even contacted their *************** Officer via LinkedIn. I have received zero responses. They state returns have to be authorized and have to be done within a certain timeframe. However, since they do not respond it is now getting close to the deadline. All I am requesting is a return authorization so that I can get refunded on 1 item in an order of several items. Most of their products are great, but the one product I am trying to return does not match description nor does it function as described in their marketing. The color does not match and the product goes on splotchy. and is not usable. My order # is STL286571 and the *** for item I am requesting a return authorization for is SE08120001 Calligraphy Lip Tint - Alexandria.

    Business Response

    Date: 08/03/2023

    Customer's initial inquiry was received during peek holiday (Memorial Day). The team was unable to look into this inquiry until 2 business days post initial received inquiry -the customer was refunded for the item she requested to return. As a courtesy for the delay in response, the customer was allowed to keep the item on top of the reimbursement.

    Customer Answer

    Date: 08/25/2023

     
    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. They have already reached out to me directly and provided a refund. They handled it with professionialism.

    Sincerely,

    ***************************

  • Initial Complaint

    Date:07/29/2023

    Type:Product Issues
    Status:
    Answered
    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 reached out to their customer care email per instructions on my invoice to obtain return instructions for part of my order on 6.7.23. Order #STL286158.I received an automated reply stating I'd receive instructions in 1-2 business days. I have never received instructions. I have emailed ****, **** and **** without reply. I've also called their customer support number without reply. I need someone to provide instructions on how to make this return and refund my money.The customer support ticket Id # is ******

    Business Response

    Date: 08/03/2023

    Customer's initial inquiry was received during peek holiday (Memorial Day). The team was unable to look into this inquiry until 2 business days post initial received inquiry -the customer was refunded for the item she requested to return. As a courtesy for the delay in response, the customer was allowed to keep the item on top of the reimbursement.

  • Initial Complaint

    Date:02/10/2023

    Type:Delivery Issues
    Status:
    Answered
    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.
    Date of transaction:11/24/2022 Paid amount: $85.83 USD Committed to provide me five Stay All Day Waterproof Liquid Eye Linerand one Deluxe Mini ****************** Nature of the dispute: the package that Stila cosmetics only sent me only included one Deluxe Mini ****************** which is a free sample. The five Stay All Day Waterproof Liquid Eye Liner I paid $85.83 USD for werent included in the package and the package is not damaged. The only possible reason is the person who packed the package missed to send me the eyeliners that I paid for. I emailed customer service and told them what happened. The customer representative asked me to take pictures of the box that I received. After I sent them the pictures, I never hear back from them again. I sent them follow up email, and couldnt get a response from them. The company didnt try to resolve the problem. Order number: STL000268087

    Business Response

    Date: 03/28/2023

    Customer's initial inquiry was received during peek holiday (Black Friday). The team was unable to look into this inquiry until 2 business days post initial received inquiry - at which point the customer had opened a claim with her bank and we are unable to remedy or assist until the bank removes the claim. The customer has received their desired resolution with their bank directly. 

Stila Cosmetics is NOT a BBB Accredited Business.

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