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Business Profile

Beauty

Henry Rose

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Beauty.

Complaints

This profile includes complaints for Henry Rose's headquarters and its corporate-owned locations. To view all corporate locations, see

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Henry Rose has 2 locations, listed below.

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    • Henry Rose

      10960 Wilshire Blvd STE 1100 Los Angeles, CA 90024-3714

    • Henry Rose

      2708 Wilshire Blvd Santa Monica, CA 90403-4706

    Customer Complaints Summary

    • 49 total complaints in the last 3 years.
    • 49 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/22/2025

      Type:Order 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.
      Company sent me an empty box when I purchased. Ive attempted to contact them several times over email and still havent heard back from them. Its been over a week now with absolutely no answers to my emails.

      Business Response

      Date: 07/29/2025

      Hi - on behalf of Henry Rose, please accept our sincere apologies.  A customer service representative recently reached out to you via email.
      A replacement order was sent.  Please email ******************************** if you have any further questions or concerns.

      Thank you,
      Henry Rose team

      Customer Answer

      Date: 07/30/2025

       
      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:07/21/2025

      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 placed an order with Henry Rose and did not receive full bottles. The order was received July 12, 2025. Out of the 3 bottles I received, 2 were not completely full. One was missing about 1/6 of perfume and the other was missing about 1/5 of perfume. I emailed them at ******************************* about this issue on July 13, 2025 and have not gotten any reply from the company. There is no phone number for me to contact them either. I sent pictures to Henry Rose so they could see the problem. The order number is ****** shipped to *************************************. I don't want a full refund because I do have good product and would like to use my product I received (I haven't used any of it yet because I don't know if they are going to ask me to ship it back or what). I would like some type of refund or billing adjustment that the company considers fair for the amount of product missing. Even a $10 credit to my credit card I feel would be fair.

      Business Response

      Date: 07/23/2025

      Hi - on behalf of Henry Rose, please accept our sincere apologies.  A customer service representative recently reached out to you via email.
      Your order is now refunded and a replacement was issued.  Please email ******************************** if you have any further questions or concerns.

      Thank you,
      Henry Rose team

      Customer Answer

      Date: 07/24/2025

       
      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.  Henry Rose went above and beyond with their resolution and I will forever be a loyal customer.  Thank you!

      Sincerely,

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

    • Initial Complaint

      Date:07/17/2025

      Type:Delivery 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 ordered a sample set and their special they had going Menage a Trois. 3 for 75 dollars. I received the sample set but no menage. I keep getting apology emails. Emails saying it was shipped they are having trouble etc. So sorry etc. They now say they shipped it on july 11th. It is now the 16th. They have no phone number and they have automated emails. Never any personal contact email or otherwise. I either want my perfume I paid for or my money returned. Simple solution one way or other. This has been ongoing for over 2 weeks. Very disappointed a company is run this way.

      Business Response

      Date: 07/18/2025

      Hi - on behalf of Henry Rose, please accept our sincere apologies.  A customer service representative recently reached out to you via email.
      Your order is now refunded.  Please email ******************************** if you have any further questions or concerns.

      Thank you,
      Henry Rose team

      Customer Answer

      Date: 07/23/2025

       
      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:06/09/2025

      Type:Service or Repair 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 received the wrong product and made five (5) requests for an exchange. I have received no responses. I received my shipment but it had the small purse size tube of monster and queens fragrance and i ordered sheeps clothing fragrance. I would like to exchange it for sheep which is what i ordered.

      Business Response

      Date: 06/10/2025

      Hi - on behalf of Henry Rose, please accept our sincere apologies.  A customer service representative emailed you on June 9th offering to ship a replacement order.

      Please email ******************************** if you have any further questions or concerns.

      Thank you,
      Henry Rose team

      Customer Answer

      Date: 06/13/2025

       
      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:05/27/2025

      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.
      I paid $45 for a Henry Rose Full Collection (12 x 1.5ML) on May 7. After patiently waiting for two weeks, and then contacting Henry Rose after not receiving my package by May 20 via ****** I started reaching out to Henry Rose daily with no response at any point, except to say "you will be contacted within 48 hours." That never happened. No one responded. No package arrived, but of course I was successfully charged by Henry Rose. I even contacted ***** because tracking shows my package having been shipped, but stuck in transit or LOST as the ***** *** shared. She said only the shipper can file a claim for your missing package. However, it is impossible to reach customer service at this business to have them address the shipping issue. No phone #available and no response to emails. This was a gift, the time has passed, I want what I paid for or a refund. Communication would be great. This is unacceptable. I have ordered before from Henry Rose, and this experience makes me question their business ethics. They clearly have no customer service standards. Very disappointed.

      Business Response

      Date: 05/30/2025

      Hi - on behalf of Henry Rose, please accept our sincere apologies for your order being lost in transit.  A customer service representative recently reached out to you via email.
      A replacement order was sent along with the tracking information.  Please email ******************************** if you have any further questions or concerns.

      Thank you,
      Henry Rose team

    • Initial Complaint

      Date:04/17/2025

      Type:Delivery 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 had an order in November for $79.50 that never arrived (for Christmas presents). As soon as it said it was delivered, and it wasn',t I called ***** and they said that it had been returned to sender for improper packaging and would probably be resent. It never did, and then I sent an email on December 13th to your company that was never responded to. I still get all your promo emails, but after that I never wanted to place an order again, since it's not normal to get no response from a company's customer service department. I just happened to check BBB about this and it seems like people got more of a response through this method.

      Business Response

      Date: 04/30/2025

      Hi - on behalf of Henry Rose, please accept our sincere apologies for the mistake in fulfilling your order.  A customer service representative recently reached out to you via email.

      The replacement order, tracking number ************, was delivered on 4/23/25.  Please email ******************************** if you have any further questions or concerns.

      Thank you,
      Henry Rose team

      Customer Answer

      Date: 04/30/2025

       
      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:04/01/2025

      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 paid (via Affirm) for a bottle of perfume from ************************ and received it. I did not want to keep it, so I looked up the return policy and was told to email ******************************** After repeatedly reaching out, my request has gone nowhere. No one has answered, and they have a very tight return policy-14 days, so the clock is ticking. I tried to find a phone number, but they do not list one. This is a high end perfurme brand-I can't understand why they won't take care of their customers. I am happy to send it back-but they won't give me a return code, or answer me. This is going to cost me $120-I have to pay return shipping, a $7 restocking fee, and I don't want to keep it. help.

      Business Response

      Date: 04/03/2025

      Hi - on behalf of Henry Rose, please accept our sincere apologies.  A customer service representative recently reached out to you via email and provided a return label.
      Your order is now refunded.  Please email ******************************** if you have any further questions or concerns.

      Thank you,
      Henry Rose team

    • Initial Complaint

      Date:03/31/2025

      Type:Service or Repair 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.
      This complaint is in regards to my two most recent orders with Henry Rose. Back in January, I ordered a $120 gift card and sample set. After several days with no update on my order, I started emailing. I emailed at least four or five times and never got a response. After about two weeks, my order did finally arrive, however the sample set was damaged with two vials being completely empty. I never received a response for any of my emails, even weeks after the fact. I placed an order on March 15 for a full size perfume and a travel size, using my gift card plus another $30. It's now Maexh 29th and I have not had any updates on the order. It hadn't shipped...and the only way to track shipping is by downloading the Shop app, which I reluctantly did. I don't need another app, especially one that has access to all my emails. It feels like a scam just to get you to download this app. The app shows no movement on my order. I emailed Henry Rose but have no reason to believe they will get back to me, based on my previous experience. It seems the only way to get them to respond is by submitting a complaint with the BBB, so here I am. It seems that this company has gone downhill and many customers have had the same issues that I'm having. You'd think ******** ******** would want her business run better. It feels like a scam when you can only email the company for customer service, and then no one responds. There is no phone number, no chat, not even a guarantee that someone has received your email and will reply within a certain amount of time. Do better, Henry Rose. For a luxury fragrance company, you should provide customer service to match.

      Business Response

      Date: 04/03/2025

      Hi - on behalf of Henry Rose, please accept our sincere apologies.  A customer service representative recently reached out to you via email on 4/2.
      Your order is now refunded.  Please email ******************************** if you have any further questions or concerns.

      Thank you,
      Henry Rose team

      Customer Answer

      Date: 04/04/2025

       
      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:02/27/2025

      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.
      My husband had purchased a perfume from Henry Rose as a gift for our 18th anniversary. Unfortunately, he purchased the wrong scent. As I was well within the return window, I emailed Henry Rose to make an exchange. After 1 week without a response, I emailed them again. It has now been nearly 2 weeks and I have heard nothing from Henry Rose. I have purchased from this company multiple times before so this is very disappointing. I would just like to return this perfume for the scent I requested in the email or I would like a full refund.

      Business Response

      Date: 02/27/2025

      Hi - on behalf of Henry Rose, please accept our sincere apologies for the mistake in fulfilling your order.  A customer service representative  reached out to you via email on 2/27/2025.
      Can you please confirm receipt of the email and reply to the customer service team, verifying your order number.  A refund will then be processed.  Please email ******************************** if you have any further questions or concerns.

      Thank you,
      Henry Rose team

      Customer Answer

      Date: 02/28/2025

       
      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:02/26/2025

      Type:Customer Service 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 have tried to contact Henry Rose several times about my incomplete order #****** from Dec 2024!!. I did receive the 2 8ML bottles of menace, but not the 8ML bottle of Flora ********** I have tried to contact via email and text and have not received any response. I am very frustrated that there is no way to speak to someone and get this resolved.

      Business Response

      Date: 03/10/2025

      Hi - on behalf of Henry Rose, please accept our sincere apologies for the mistake in fulfilling your order.  A customer service representative  reached out to you via email on 2/27/25.
      A refund was issued and replacement sent.  Please email ******************************** if you have any further questions or concerns.

      Thank you,
      Henry Rose team

    Henry Rose is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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