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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:01/21/2025

      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 3 bottles of perfume - a 2-pack of two travel bottles of two different perfumes, and a 3rd bottle of a standalone travel-size perfume. The second bottle in the two-pack (the Torn fragrance) was not included in my shipment. The only way Henry Rose lets you contact any kind of ************* is via email -- I wrote at least 3 times in the past 2 months and never received a response. There is no way available to contact them via telephone. I feel a bit stolen from, to be honest! (Even if it isn't that much money; they need to actually respond to their customers).

      Business Response

      Date: 02/04/2025

      Hi ***** - on behalf of Henry Rose, please accept out sincere apologies for the mistake in fulfilling your order.  A customer service member reached out to you to refund the order as well as send a replacement.  Please accept our sincere apologies.

      Customer Answer

      Date: 02/04/2025

       
      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:01/21/2025

      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 discovery set on 12/22. I received the order shortly after but it contained incorrect items, not those marketed to be included in the set. In addition, it did not include a code for a $20 credit off a full sized bottle as advertised. I have contacted Henry Rose 6 times since December and have not received a single response or any attempt to resolve my issue.

      Business Response

      Date: 01/21/2025

      Hi - on behalf of Henry Rose, please accept our sincere apologies.  The customer service team recently transitioned to new individuals to help improve on the overall customer service levels.

      ******* ******* reached out to you today, Jan 21st.  Your order was refunded and a gift is being sent to your address on behalf of Henry Rose.

      Please confirm your receipt of the email and refund.

      Thank you - 
      Henry Rose team

      Customer Answer

      Date: 01/21/2025

       
      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:01/21/2025

      Type:Sales and Advertising 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 was gifted a bottle of Queens and Monsters Perfume for Christmas. I packed it in my suitcase securely to fly back to **********. When I got home the perfume had leaked out all over my clothes and shoes. It ruined a pair of my shoes and some clothes. The rest had to be taken to the laundromat and professional cleaned. I am asking this company to replace my perfume. If they wont then I will file a lawsuit for product liability for the perfume as well as the items of clothing it ruined, the shoes and the laundry bill.

      Business Response

      Date: 02/04/2025

      Hi ******** - I am sorry to hear that your bottle of fragrance was damaged during your travel.  A Henry Rose customer service member reached out to you a couple times but did not hear back.  In case the emails are going to your SPAM or JUNK email by accident, I am providing my personal information here.  Please contact me so we can resolve the matter.
      *************************************************************  /  ************
      I am the head of finance for the company.  I sincerely apologize the customer service team has not been able to contact you to resolve this matter and I will personally handle.  Please call or email me at your earliest convenience.

      Thank you,

      ****

    • Initial Complaint

      Date:01/15/2025

      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 the ************** Mini Trio (50ml) . A bottle of Menace (10mL) was added to the order as a free gift. I ordered Dec 1. I received my delivery Monday , Dec 16 . In the package, I only received the free gift of Menace 10ml. The ************** Trio was NOT in the package. I only received 1 tracking # and 1 order #. I contacted the company via email ( the only contact option) 6 times. They did respond to my emails and have not sent the missing product nor given a refund. This order was a Christmas gift for my sister who regularly orders from the company. She never received her Christmas present.

      Business Response

      Date: 01/15/2025

      Hi - on behalf of Henry Rose, please accept our sincere apologies for the issue with your order and lack of prior response.  Henry Rose hired a new customer service team to address the lack of response from a prior team.  You should of received communication today from a customer service individual who also refunded your order as well as sent a complimentary gift.
      We sincerely apologize for the issue with processing your order and recently changed tech platforms to help ensure these issues do not occur again.

      Thank you,

      Henry Rose team

      Customer Answer

      Date: 01/20/2025

       
      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. They sent the following response, refunded my purchase amount and sent a sample set of perfume as a gift. 

      Sincerely, 
      ****** ********

       


      Henry Rose's Response: 
      "I want to begin this message by offering our sincerest apologies. We are so sorry about the amount of time it took for us to respond and to assist you. It is unacceptable and we take full accountability. We are working diligently to rectify this situation. The holiday season brought us many obstacles that we were not prepared for.
      We have refunded your account, and we have sent you a gift to show our gratitude.
      Thank you so much for your patience and understanding. We appreciate your business!
      Please let me know if I could be of assistance with anything else.


    • Initial Complaint

      Date:01/14/2025

      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.
      Ordered 12/30/24. Says in email will ship via ***** smartpost 3 to 7 days for delivery. It is now 1/14/25 and still have not received a tracking number. I've emailed them twice for information but as of yet have not received a response. I paid extra for expedited shipping but again no word from them.

      Business Response

      Date: 01/15/2025

      On behalf of Henry Rose, I sincerely apologize for the issue in processing your order.  Some orders experienced a technical issue given the overwhelming demand November-December.
      Please accept our sincere apologies for the issue.  The Henry Rose customer service team issued a refund and will be sending product to you as an apology.

      Customer Answer

      Date: 01/22/2025

       
      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:01/14/2025

      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.
      My order #****** was ordered on December 11, 2024. On December 16th I received part of my order: The Travel Spray Duo, however, I have yet to receive the remaining part of my order: ************** Mini Trio. I have contacted the company via the contact email from the Henry Rose Website multiple times to get this resolved either by resending the remaining portion of my order or applying a refund for these products.I have not had any response from the company, even after multiple contact attempts. Please help me contact the company to get this resolved.Thank you.

      Business Response

      Date: 01/15/2025

      On behalf of Henry Rose, I sincerely apologize for the issue in processing your order.  Some orders experienced a technical issue given the overwhelming demand November-December.
      Please accept our sincere apologies for the issue.  The Henry Rose customer service team issued a refund and will be sending product to you as an apology.

      Customer Answer

      Date: 01/15/2025

       
      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:01/14/2025

      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 for a gift kit of a 50 ** ***** bottle and free travel bottle of ***** perfume, along with another free item Char fragrance 10mL, on 11/27/2024. I paid $151.55 as the 50mL bottle is that price originally. The other two smaller items were on promotion due to Thanksgiving/Black Friday. My order was severely delayed and I was never notified of this delay until I reached out. However. I finally received my order on 12/23/24. Unfortunately, the gift box was opened and the 50mL bottle was missing and the two smaller items were also removed but individually wrapped within the large shipping box. I immediately reached out to ******************************** on 12/23/24 with the issue and photos. No response or resolution. I reached out a second time on 12/27/24 requesting my missing product or a return for a full refund. No response. I did receive an email requesting I leave a review online, so I left a customer review about my poor experience on 1/5/25, still no response. So, I sent a final email on 1/7/25 with a request for resolution, either my missing product or full refund or I would report to BBB for assistance today. Still no response.

      Business Response

      Date: 01/15/2025

      On behalf of Henry Rose, I sincerely apologize for the issue in processing your order.  Some orders experienced a technical issue given the overwhelming demand November-December.
      Please accept our sincere apologies for the issue.  The Henry Rose customer service team issued a refund and will be sending product to you as an apology.

      Business Response

      Date: 01/15/2025

      On behalf of Henry Rose, I sincerely apologize for the issue in processing your order.  Some orders experienced a technical issue given the overwhelming demand November-December.
      Please accept our sincere apologies for the issue.  The Henry Rose customer service team issued a refund and will be sending product to you as an apology.

      Customer Answer

      Date: 01/15/2025

       
      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.

      Additionally, thank you kindly for reaching out directly to resolve the issue. I took the holidays into consideration. However, when I didn't recieve any response over weeks and many attempts, I felt further assistance was warranted. I appreciate you taking the time to address my concerns and resolving the problem. It is very much appreciated as I love doing business with your company. Thank you again. 


      Sincerely,
      ******* *******

    • Initial Complaint

      Date:01/14/2025

      Type:Service or Repair 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 placed an order on Dec 29. I have an upcoming trip on Jan 13 I needed the products for, so I felt placing the order this far in advance would allow for shipment to be here. Ive reached out via the email provided three times to inquire on the status. I received no responses and my items have not even shipped yet. I would like a refund and it noted that the customer service is very poor. Love the products; dislike the service/experience.

      Business Response

      Date: 01/15/2025

      On behalf of Henry Rose, I sincerely apologize for the issue in processing your order.  Some orders experienced a technical issue given the overwhelming demand November-December.
      Please accept our sincere apologies for the issue.  The Henry Rose customer service team issued a refund and will be sending product to you as an apology.

    • Initial Complaint

      Date:12/30/2024

      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 placed an order on 11/26/24 and received confirmation of the order. Received an email that the order was shipped on 12/12/24, with a Federal Express tracking number. However, ***** indicates that a label was created on 12/10/24 and a delivery date will be added when they get the package. There has been no movement since then. I have emailed the company twice asking for the status of my order and have not received a response.

      Business Response

      Date: 01/06/2025

      Hi ***** - please accept our sincere apologies from Henry Rose.  There was a logistical issue with ***** that unexpectedly held up your order.

      The order is confirmed as delivered on 12/28.  FedEx tracking number; 74890308920224627017.


      Please accept our sincerest apologies for the delay in this order arriving.

    • Initial Complaint

      Date:12/26/2024

      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.
      On 12/11/24 I ordered perfumes from HenryRose. To date they have not responded to any inquiries about why this order is not fulfilled yet. Upon further research, MANY of their customers are complaining that ********************** is taking money for orders but not sending products after months have passed. This company needs to be investigated for Fraud.

      Business Response

      Date: 01/06/2025

      Hi - Henry Rose sincerely apologizes for the delay in shipping your order.  There was an expected system issue related to the high demand experienced in December.  The package shipped via ***** and reports a delivery date of Jan. 2nd.

      FedEx tracking number:421892194763

      Please confirm receipt and accept our apologies.

      Thank you

    Henry Rose is NOT a BBB Accredited Business.

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