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Business Profile

Beauty Supplies

Merit

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Beauty Supplies.

Complaints

Customer Complaints Summary

  • 10 total complaints in the last 3 years.
  • 5 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:06/12/2025

    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 ordered some make-up products, I use Merit regularly, my package showed up not only already opened, but what I had ordered had obviously been removed and a half empty container of some random odor deodorizer had been put in its place, most likely so the package would have a similar weight. It was sent via *****, obviously along the way the package was opened and the product stolen and replaced. I have tried twice now to get in touch with someone at Merit to facilitate in the remediation of this issue. They say to wait 24 hours for a guaranteed response, I waited 48 and nothing, then tried again and still no one has replied to me in any way or addressed the issue in any way, its been another 48 hours. There is no phone number to call, only an email address. They obviously arent checking their email or are willfully ignoring it. I just want what I ordered. Its not my responsibility to deal with ***** and the fact that they guarantee a response within 24 hours is obviously a lie.

  • Initial Complaint

    Date:04/16/2025

    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.
    On 12/26/2024, I purchased items (Order #*******) from ****************************** of the amount $210.11. The tracking number was not emailed to me for a week and I opened a case with customer service. They were unhelpful and outright ignored me after 2 weeks, so I opened a chargeback with my credit card. The moment that happened, customer service stopped ignoring me and told me they will refund my purchase if i lifted the chargeback. I did as I was told and informed customer service, but after several business days they still claimed that it was an open dispute. I called my bank to confirm it was closed and then reopened the dispute as I had evidence of being defrauded. Bank sided with me after seeing the email chain and immediately awarded the purchase amount back to ***** be clear, I have received my refund but not out of good faith from the business. Through the month of chasing down my refund I have experienced inconvenience and complete disregard from the company. My demands for further action are as follows: that Merit Beauty is punished to the fullest possible extent according to state and federal laws, and I am asking for compensation in cash for the extreme inconvenience this company has put me through.

  • Initial Complaint

    Date:02/13/2025

    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.
    I have been trying to get my refund which they already approved over a month ago. They are now giving me the run around. Not answering my questions and no phone number to speak to someone. I have tried solving this matter for approximately a month and a half.

  • Initial Complaint

    Date:01/27/2025

    Type:Sales and Advertising 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 purchased a few items from Merit Beauty on December 5, 2024 and received my order on December 11, 2024 (Order #*******). On December 12, I requested a return for an item in this order: the Organic Gold Vermeil Studs. I heard nothing from Merit and did not receive return label or instruction so on December 29, I reached back out regarding the request. 5 days later (1/3), I received a response that my return will not be denied if it surpasses the *********************************************************** had my request accepted. On January 5, I received a return label to print. I was unable to access printer this week. On January 12, I received an email from Merit stating that they are unable to receive my return, because it fell outside of the 30 day window. I responded with previous communication. Merit stated I was provided inaccurate information. Merit then stated inaccurately that they had provided me extended time (they had not: request placed 12/12, return rejected 1/12). Merit provided a window of 5 days for me to return my item through ****, disregarded previous assurance I would be provided extended time, and lied about providing said extended time. I have shared all communication with them and it has been ignored. My item has been returned and I would like to receive a full refund, especially as the return fell only 4 days outside of the original timeline provided by Merit and Merit took almost a month to generate my return label. I understand some of this was during the holidays, but there was plenty of time to generate this and provide the same leniency to me as was asked of me to provide to them. I have attached all correspondence below.

  • Initial Complaint

    Date:11/08/2024

    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 Oct 28th I ordered a bottle of retrospect. The cologne was ***** and said that it would last for 12 hours. However, after using it I noticed that I could not smell it after 30 mins. I asked other people could they smell it and they said no. I did not pay close to $100 for a perfume to last for a few mins. I contacted the company and they said no refund on the cologne because of hazard concerns. I have previously returned perfumes via the mail. I would like to be compensated for a product that does not live up to the company's promise Thank you! ********* *******

  • Initial Complaint

    Date:07/01/2024

    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.
    Under state and federal regulations, businesses are prohibited from using outright false statements or misleading advertising.In order to ****** attention- Merit allegedly hosted a raffle online for 10 winners. The winners were never announced and they gained attraction, money (from TikTok), and higher traffic to their websites from this misleading advertisement. I am seeking compensation for what I could have won or at least for them fulfill the raffle on their end. It is unfair for them to get away with it, without at LEAST announcing that the raffle had been canceled. It is unethical and I am severely dissatisfied. I cried knowing I used to support I brand I cared about and now know they could care less about its consumers.

  • Initial Complaint

    Date:09/12/2023

    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.
    I bought a product from a 3rd party retailer - the manufacturer being merit beauty. the product broke, and the third party told me to seek a defective replacement from merit - as it was a manufacturer defect. the product broke and disassembled well within a reasonable time frame of new use - and the product was only used minimally as was evidenced by the remaining product in the broken container. The company refuses to honor their quality controls for defective merchandise and refuses to issue me a replacement - I was not even requesting a refund.

  • Initial Complaint

    Date:04/06/2023

    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 never received my $90 order from this company and it has been impossible to get a response and refund from them. They have not responded to my complaint and request for refund for two weeks.

    Business Response

    Date: 04/06/2023

    We have emailed the customer to resolve this issue.

  • Initial Complaint

    Date:12/06/2022

    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 ordered a makeup set valued at $200.00 on 11/21/2022. The order was shipped on 11/22/2022 via DHL (tracking number **********************). The delivery was completed in its last leg with **** (was not aware that **** would be involved otherwise would have looked into other shipping options). **** reported that the package was delivered 11/29/2022 at 5:52 pm; however, when I checked, there was no package delivered in my mailbox or delivery room. I reported this to Merit Beauty via email (the only method of contact) Dec 29, and I received an email from Merit on 12/1 restating the tracking information and recommended that I look in the surrounding area for the package. This canned response did not read my email specifically detailing the steps I took to already look for the package. If they did, then time could have been saved to a quicker resolution. I emailed in response 12/1/22 outlining again all the steps I took to locate the package including reaching out to **** online, in person, and via phone - **** has been completely unhelpful or never responded. I reached out to Merit via Instagram; they requested I reach out the customer service (via email) and expect a response within ***** hrs. I have not received a response to my 12/1/22 email. I sent another follow-up email on 12/6/22 asking for a response to my 12/1 email - they automatically reply to await for another ***** hrs for a response. This has been a frustrating process of trying to reach a fair and timely resolution to this problem. It is disappointing that this company is not taking the time to hear what I, as a consumer, is informing them of what is going on with the situation so that they can actually assist in an efficient manner. I have since moved to a new address on 12/4/22 (**** is already aware) and would like Merit to be aware as this should not have been a variable to a delivery that was to have taken place over a week ago without issue at my prior residence.

  • Initial Complaint

    Date:10/06/2022

    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 ordered cosmetics from this company and decided that it was going to be delayed for too long so asked for a refund. As soon as I asked for the refund they shipped it by UPS. I requested that they recall the package from UPS but they said I could refuse the shipment. UPS advised me that the shipment had been delivered but there is no package and none of my neighbors have seen the package. I want a full refund for the product $198. This company makes it very hard to contact them and find information about them.

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