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Tatcha

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 1 complaint 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:06/28/2025

    Type:Delivery 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.
    I placed an order & and received an entirely incorrect item. Instead of the Mini Rice Face Wash and Dewy Skin Cream set, I was sent a ************* and one sample. I immediately contacted customer service and spoke with a representative named ******* who unfortunately demonstrated a lack of professionalism and customer care.I followed all instructions, including sending photographic evidence of the incorrect items. Due to time sensitivity I am preparing for my wedding and international travel I proactively followed up. Eventually, I was told by ****** that the warehouse reported no stock discrepancies, so Tatcha had fulfilled their duty, and I should contact my bank for a chargeback.This response is both contradictory and unacceptable for several reasons:1.Tatchas own policy states that initiating a chargeback may result in account closure, yet this was the action their team suggested.2.Their terms also indicate refunds or replacements may only be refused if there are repeated claims this was my first online order with Tatcha. I usually purchase their products in-store at ******** I escalated the issue by emailing **** *** (Tatcha CEO), but received no response. I then contacted the Tatcha US live chat, where I was told that my email had been received and someone would follow up as soon as possible.A quick look at Trustpilot reveals that many UK customers have had similar problems with delivery and customer service. If ********************** genuinely valued customer satisfaction, they would recognise this as a systemic issue rather than isolate and dismiss individual cases. All these customers cannot be ******** appears that ********************** only prioritises support for influencers and PR recipients, rather than paying customers. I will be sharing my experience publicly so others are aware of the lack of accountability and service.This has been an incredibly frustrating and disappointing experience, particularly given the premium nature of the brand.

  • Initial Complaint

    Date:05/30/2024

    Type:Service or Repair 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.
    On 5/4/2024 I received Tatcha Rice Face Wash and Tatcha Face Cream. But wouldnt open and use it until Monday, 5/20/2024. I washed my face and applied the cream before work. While at work I came down with a fever, out of nowhere. I went home took some Motrin and went to sleep. I woke up better on Tuesday but had to miss work because of the fever I had less than 24 hours prior. On Wed, 5/22/2024 I return back to work and that morning I used the face wash and the face cream again. Later on that day I start breaking out in hives. I got home and my face and hands were breaking out. The only ********** had was my sons childrens liquid so I took that and went to sleep. I woke up around 2:45am with extremely swollen hands and feet. I couldnt close my hands thats how bad it was. I took more Benadryl and alegra that I had until I could get to the store in the morning. Thursday morning I got Benadryl in pill form and proceeded to take it. I scheduled a drs appointment that afternoon while still covered in hives. My doctor prescribed me antibiotics and a steroid for the hives and put me out of work until Monday. On Saturday I had a busy day of events. Around 1pm I started getting ready and washed my face with the tatcha and applied the tatcha face cream. The last time I used it was Wednesday. By this point I still had no idea what was causing the hives. But about 4 hours later the hives starting coming back. Then 4 hours after that, even worse. My entire face was covered and my hands were swollen again and every part of my body itched. My ********** were at a graduation party 30 minutes from home. On the drive home that Saturday, 5/25/2024 it hit me. The Tatcha face wash and face cream. Sure enough thats what caused my allergic reaction. I posted to my social media and had countless messages from women saying they had the same experience or heard about other women having similar allergic reactions. I missed work, incurred medical bills all because of this company.

  • Initial Complaint

    Date:03/27/2024

    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.
    The moisturizer and cleanser in order ********* came damaged and in an unusable state. I was told I would receive a resolution. I am extremely disappointed in receiving products in such a way and an agent promised a resolution would be received. A refund of $139 is requested, please honor this.

  • Initial Complaint

    Date:04/06/2023

    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.
    Placed order on Tatcha.com using the payment service Afterpay. Order arrived incomplete and missing items, receiving only 3 out of the 8 items ordered. Amount disputed is $573.80 of the $664.69 total. Contacted merchant and they refused to help, recommending to open a dispute with the financial institution Afterpay. Contacted Afterpay but they keep deferring to the merchant, refusing to open a merchant dispute. Afterpay claims that the merchant has direct control over their return and refund policies, but this dispute is regarding neither of those - it's for an incomplete delivery of goods promised. Afterpay is failing to open a dispute and offer consumer protection services.

  • Initial Complaint

    Date:01/19/2023

    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 tried to make a purchase with a $50 gift card on 12/30/22.The site was not working and the purchase did not go through.I tried the following day and it said my gift card had $0 balance.I emailed Tatcha customer service 4 times with no response.Also sent a private message on instagram Cant find a phone number to call.Thanks for your help.*********************** .

    Business Response

    Date: 01/25/2023

    Client's order was placed and she accepted an extra gift for the delayed response on our end. 

  • Initial Complaint

    Date:01/04/2023

    Type:Sales and Advertising 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.
    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,

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

    Business Response

    Date: 01/05/2023

    A refund was credited to the customer's original form of payment on 12/24/2022. Attached is a receipt of said refund.

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