Complaints

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.

• Initial Complaint

  Date:05/23/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 $30.03 for my order(Order #: *********** | Order date: May 19, 2025). It was supposed to be delivered by ****** Tracking Number: ************.NARS assigned ***** for delivery. ***** allowed someone named FCarter to sign for it, someone that I dont know. I never received the package so requested a refund. I have been ignored by **** **************** and my $30.03 has not been refunded. I continue to receive poor customer service. I want my money returned since I never received the package delivery.

  Business Response

  Date: 05/23/2025

  Please accept this as the NARS Cosmetics response to the BBBs complaint by R *****.NARS Cosmetics takes consumer concerns and satisfaction seriously. We have previous history with this customer where another NARS order was sent back for return and never received by our distribution center. As a courtesy, we resolved this matter on the customers behalf on 1/11/25.

  Per the most recent complaint, we can confirm that we delivered the order to the customers shipping address as listed and inputted by the customer. In response to the ********************* message, we attempted to call, and have emailed R ***** for additional information today, on 5/23/25, but we have been unsuccessful in reaching this customer. If there are multiple shipping issues affecting the same customer over a period of time, we will open an investigation with ***** for more information. Were happy to resolve this issue once ***** has concluded their investigation.

  
  

  Customer Answer

  Date: 05/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  This is untrue regarding the following:

  We have previous history with this customer where another NARS order was sent back for return and never received by our distribution center. As a courtesy, we resolved this matter on the customers behalf on 1/11/25.

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ** *****
  
  
  
  
   
  

  Business Response

  Date: 06/17/2025

  Hello. We are sorry to hear of the customer's feedback on their previous order history; however, after the conclusion of the ***** investigation, we can confirm we resolved this matter to customers satisfaction on May 29, 2025. No further resolution is required at this time. 
  

• Initial Complaint

  Date:06/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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'm filing a complaint against NARS Cosmetics for selling me used makeup and not issuing a refund or replacement, despite their assertion that they are not responsible for orders after shipping (see Attachment 1).I purchased five items during the Black Friday sale on Nov. 27th, 2023, including promotions. Although marked as delivered by *****, the package never reached me. Despite following up with NARS and ****** and checking with my building manager and neighbors, it remained missing. **** eventually agreed to a reshipment on Dec. 8th.The reshipment lacked two items, reported as out of stock, with only one refunded. Yet, these items were listed as available online immediately after I received the notification (see Attachment 2). NARSs explanationthat the item was out of stock at ordering but available shortly afterwas unconvincing. They also refused to refund one item from a buy-one-get-one-free promotion, arbitrarily deeming it the "free" item.Expected on Dec. 10th, the package was delayed and only arrived at my former U.S. residence on Jan. 5th, 2024 (see Attachment 3), after I had moved. I later accessed it through a friend on May 24th, 2024. It included a visibly used lipstick, with a rounded tip, scratch marks, and smudges, contrary to NARSs claims of selling only new products (see Attachments 4, 5, 6). They attributed the wear to possible heat damage, a claim contradicted by the storage conditions and seasonal climate.**** dismissed my complaint, insisting they are not responsible once the product is shipped. This attitude is unacceptable, especially when the product sold is defective. They also stated they would not respond to further inquiries after reshipping my order. This issue concerns the quality of their products, not just the delivery. Selling used lipstick violates hygiene standards, and NARS must take responsibility.

  Business Response

  Date: 06/13/2024

  Dear ********
  
  Upon reviewing your purchase history on *****************, we have noticed that you have made multiple claims stating issues with your order. As a gesture of goodwill, we have replaced the orders in question for you. However, we must inform you that any future claims for replacement or refund will not be honored.
  
  This behavior is not in line with that of our typical customers, and we kindly ask that you adhere to our terms and conditions when making purchases on *****************. Failure to comply may result in the revocation of your shopping privileges on our website. Furthermore, we regret to inform you that we cannot offer any additional refunds or exceptions for your orders.
  
  We can assure you that all products shipped to our customers are unused and new.However, if you wish to make a return for a full refund we will honor the return even though you're over 90 days outside of our 30-day return policy.
  
  We appreciate your cooperation and understanding.

  Best regard,
  NARS

• Initial Complaint

  Date:05/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 was the first time I purchased multiple make up items from this company and was so excited to get them. Yet 2 weeks later the items still not arrived. I went to their website and logged in to see where the items were located. It said no status. I was very concerned and called them. The 1st girl said there was a problem with the payment and that's why the items were not shipped and canceled. Refund was on the way. As soon as I got off the phone I went to check my email to see if the refund was issued. Funny enough that same girl canceled the order bacause the time it showed from cancellation is when I hung up the phone with her. So I waited couple of days and still no refund. I called again and this new girl said your items were out of stock and thats why the items were cancelled and I should get the refund soon. Since than all I been doing is calling them. Items were bought on March 27, 2024 and its now May 5, 2024. Still no refund. Managers are never available when you call, you have to wait for them to call you and usually they don't or they call you in a weird time. They also write you emails regarding your issue and ask for your reply, but its a no reply email. Also everytime you call you get an email asking for your feedback. I wrote on the feedback what has happened and no one called or wrote an email back. The whole time no one asks for any information, managers write me email saying refund was issued and its your bank problem or afterpay through who I made the payment through. I dont have any issues with afterpay. I used it multiple times and same with my bank, but this is my first purchase I made with Nars and so many issues and lies. I will definitely never purchase with them again. Also will make sure none of my friends and family will buy anything from this company. I had high hopes for this company and wanted to buy more items from them in the future, but with this experience and losing $78.29 never again. ORDER NUMBER: ***********

  Business Response

  Date: 05/07/2024

  Dear *****,

  I am sorry to hear that your order was canceled. The cancellation happened because the item was out of stock at the time of fulfillment.
  We have partnered with Afterpay to process your refund. Your refund has been issued directly through Afterpay. Please note that the credit may take three to five business days to be posted to your Afterpay account.

  Please let us know if you have any questions or concerns. We consider this case resolved.

  Best regards,
  NARS Cosmetics

• Initial Complaint

  Date:01/23/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 wife placed an order on their website but the form autopopulated the wrong shipping address. We immediately contacted NARS customer service via phone, chat and email. While they said someone would contact us, no one did. When I finally did get a hold of someone on the phone, they said that they don't allow cancellation or modifications to any order (even though the order had not yet shipped). They said I should return the order for a return charge (which I cannot do because no one lives at the old address anymore) and order the items again to the correct address. No attempt at a resolution has been made and no supervisor was available to discuss the issue further. NARS also advertises incentives such as "15% off your purchase" which don't actually exist. So overall the way in which they treat their customers is reprehensible.

  Business Response

  Date: 01/23/2024

  Dear ***/*****,
  
  We regret to inform you that we could not find any communication from the customer regarding their order issue. We kindly request the customer to contact our **************** team via email at ****************************************** for further assistance with their order. 
  
  We consider this case closed. Thank you for your attention to this matter.
  
  Best regards,
  NARS Cosmetics
  

  Customer Answer

  Date: 01/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here] The business claims that they have had no correspondence, but we have email correspondence with them and also spoken over the phone. Their latest response has been that they are not sure if they can have ***** return the shipment and that, in case they are able, the refund would take 2 billing cycles (2 months) to issue. This is clearly unacceptable. Since the fault lies with the business, they should resolve this in a timely manner (to say nothing of the rude treatment throughout, such as claiming that they tried to call us when they clearly did not).
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 01/26/2024

  Dear Sir/Madam,
  
  We regret to inform you that we could not find any communication from the customer regarding their order issue. We kindly request the customer to contact our **************** team via email at ****************************************** for further assistance with their order. 
  
  We consider this case closed. Thank you for your attention to this matter.
  
  Best regards,
  NARS Cosmetics

• Initial Complaint

  Date:12/19/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 November 26, 2023 with the order#: ***********. I only received 2 out of the 5 items, my package was not tampered with at all. I contacted customer service and they did not resolve my issue, I received an email December 11, 2023 stating my order was 100% satisfied when it truly was not. They have refused to replace or refund the 3 missing items that totaled over $60 which is completely unfair as a loyal customer. The three items I paid for and never received are: -Powermatte High-Intensity Lip Pencil SHADE : 180 Walkyrie $21.00 -Powermatte High-Intensity Lip Pencil SHADE : 182 Endless Love $21.00 -Powermatte Lipstick SHADE : 101 No ***** $223.80 I hope to have my claim resolved as I have told the truth and paid for the complete order. I did my part as a customer and need the company to do their part.

  Business Response

  Date: 12/20/2023

  The customer placed her order on November 27th, and she contacted us on December 5th stating that she was missing her lip items and that the lid to her foundation was damaged. Our team handled the damaged foundation claim without delay. However, we received conflicting information on how many lip products the customer was actually missing from her shipment which caused a delay in resolution. As of today, December 20th, 2023, we can confirm that the customer has been contacted and the matter has been resolved. 

  Customer Answer

  Date: 01/03/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  Date:12/11/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 11-27-23, I placed Order #: *********** via the NARS Cosmetics website. I received an email with order confirmation directly thereafter. On 11-30-23, I received an email from **** with tracking information. By 12-6-23, as the package had not yet arrived, I followed up on the tracking information. Tracking indicated the package had been delivered on 12-2-23. Upon looking at the detailed tracking information on the carrier's website ******** it was clear that the package was delivered to the WRONG address. I say clear because the photo included showing the package at the door depicts the package at a doorstep and house that does not match mine. Further, the detailed tracking indicates that delivery was made to the "side door" which does not exist for my house. On 12-6-23, I reported the issue with **** and the carrier. For ****, I sent an email and chatted with an agent via their website. Both ***** (specifically stated to follow up with the carrier on 12/9) and the **** chat representative said to follow up one week after the alleged date of the delivery to initiate lost package procedure. Today (12-9-23) is seven days from the date of alleged delivery. **** Chat agent was extremely rude and told me that they cannot help me until *****. I truly wanted the **** products that I ordered, but at this point I just want a full refund. The carrier that **** selected clearly made a mistake, but **** accepted my money for products that were never received and is now refusing to correct the error. The date by which they can "help" me keeps getting pushed back. I just want my money refunded for an ordered not recieved.

  Business Response

  Date: 12/11/2023

  Hello,
  
  According to the ***** tracking number ************, the customer's order was delivered on 12/2/23 at 8:24 PM. The customer was advised to follow these steps:
  
  - Double-check the shipping address on their order confirmation to ensure it was shipped to the correct address.
  - Check their mailbox or anywhere else they receive mail. The shipping carrier may have left the package somewhere discreet to prevent it from being stolen.
  - Check with their neighbors, family, or roommate(s). They might have accepted the package for them.
  - Check for a notice of attempted delivery on their tracking link. This will give them more information on the following steps to receive their package.
  
  The customer was asked to give it a little more time. Some shipping carriers will scan items as delivered before arrival. We suggested they wait seven business days to account for this. If it has already been past seven days and your package is still missing, please get in touch with the shipping carrier with your tracking number to start a claim and contact us with your order number to let us know.
  
  The customer never reached out to us after the seven business days, and they have disputed the charge for their order. Since they have filed a dispute for the payment, we must now engage the credit processor to find a resolution for the customer. This case is considered closed as we can no longer engage with the customer directly. 

  Best regards,
  NARS Cosmetics

• Initial Complaint

  Date:12/05/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 made an order a couple weeks ago My order number is *********** I received my box and I ordered 14 items. When I receive my box, I only got 10 items. I contacted NARS and they were absolutely terrible and handling my situation. I never received a follow up email and its been over a week. Finally when I called them they said they sent me an email that I had never received when they forwarded my email the manager for customer experience name ******* emailed me telling me that they will not replace or refund my items, that were missing. He said that my order was completed and that all items were shipped and I can confirm that my items were not all there in my box. Im very displeased on how they handle the situation and I want my money back or I want my items missing reshipped.

  Business Response

  Date: 12/12/2023

  Hello,

  We are writing to let you know that customer ****** was informed that all items in her order had been shipped. Our fulfillment center is committed to ensuring the accuracy of all orders, and we stand by our guarantee that all items will be shipped. The customer has been advised to contact their credit card company for further assistance regarding a refund. We consider this case to be successfully resolved.

  
  Best regards,
  NARS Cosmetics

• Initial Complaint

  Date:11/29/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 eGiftCards from NARS at *************************************** in 2015, and as of now still have $$42.52 unused. I was trying to place an order this black Friday but only found that NARS had upgraded their system so their website can no longer recognize my gift card. After contacting their customer service, they confirmed I still have $42.52 left on my card. Given that, I requested them to reissue a gift card with $42.52 so that I can use it to place the order online, or add that as a store credit to my online account, and after that they can purge my previous gift card. I thought that was a reasonable request since I'm entitled to the money and it was NARS who changed the system and caused inconvenience to their customers. But then, I was surprised to hear their decline of my suggestion. Instead, ** rep asked me to go to a physical NARS boutique to use my old card. It was a ridiculous ask, since 1) when I purchased the gift card, the card was eligible for online purchases. 2) NARS doesn't even have a boutique in **********. Then after I pointed that out to the ** and requested escalation to a manager for resolution, still I received a decline from "*******, Manager, Customer Experience" saying that they can't transfer the unused amount and I should call a boutique out of the state and ask that store to ship the products to me. But the boutique is operated differently and I was hoping to get the online sale and don't think it's fair for me to pay extra shipping cost.I am very disappointed in how NARS has been handling the issues caused to customers by their online system changes and did not take customer needs or best interest as a priority. Their responses showed lack of understanding of or care about all the inconveniences this issue has caused to a long-time customer. I've spent much time reaching out to their customer service (phone call, emails, online chat) and still got this response.

  Business Response

  Date: 12/01/2023

  Greetings,
  
  We would like to clarify that the gift card in question was purchased at an NARS Cosmetic boutique and not through *********************. Unfortunately, in-store gift cards cannot be used online as both POS systems differ. We recommended that the customer contact one of our boutiques for assistance in redeeming the gift card. Please be assured that we have taken all necessary steps to help the customer and find a satisfactory resolution.
  
  Best regards,
  NARS Cosmetics

  Customer Answer

  Date: 12/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The response from NARS is not factual. The gift cards are electronic gift cards, not physical cards. They were purchased at *****************, not from a boutique store. NARS doesn't even have a boutique in **********, how could I possibly purchase the gift cards from a boutique store and in electronic form?  The response from NARs was an inaccurate statement and appears to have ignored the details that I provided in my claim. Please see attached purchase confirmation emails from ***************** back in 2015.  Again, ***************** should be held fully responsible for any system or technology issues on their end that caused issues for their customers. As a long time customer, I had in the past purchased over a thousand dollars' products from their online store. But they system update wiped out all my purchase history.  Thank goodness, there were also email confirmations and I had the habit to save purchase records. 

  Again, I would like to request a refund at this point, given all the inconveniences and lack of due diligence and customer care from NARS. I'm no longer a happy customer with NARS and just want to get this over with and move on. Please help me close this claim satisfactorily. Thank you. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******
  
  
  
  
   
  

  Business Response

  Date: 12/21/2023

  Hello,
  
  We ask that the customer please contact our **************** team. We will require proof of purchase and all gift card details to further assist. We can be reached via email at ****************************************** from Monday - Saturday - 9:00 AM to 11:00 PM EST. We will do are best to try to offer further assistance.
  
  Best regards,
  NARS Cosmetics

• Initial Complaint

  Date:10/16/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  To BBB:I placed a NARS order on October 9, 2023.My order number is: *********** ...I received the product/package on October 12, 2023.When I opened the package, one item was missing. The missing item was Air Matte Lip Color SHADE: PIN UP (SKU: ****************** invoice statement indicated that all ordered products were shipped out. However, that is not true because one product was missing. I contacted customer service and told them that one product was missing. They responded by telling me that all products were sent out.and they confirmed with their warehouse that all products were sent outbasically calling me a liar. My question is.how does this company confirm with the warehouse?If that is true, why not send me video confirmation or proof that all products were shipped out to me?The customer service agent *** said, We ask that you please recheck the shipping box, as things can get stuck under the box folds.I told her that my product arrived in a plastic bag, not a box. I never received any other response from NARS. In other words, they gave me a cookie cutter initial response and no other communication after that. I'm deeply concerned by this behavior from what I believed was a reputable company. This is beyond suspicious conduct. I'm filing this complaint as NARS is not compliant with good business practice and with its own consumer protection laws/regulations. I also don't want other consumers to be treated this way. I ask that NARS send me the missing item because I have not received what I paid for.

  Business Response

  Date: 10/17/2023

  To whom it may concern,

  Our company can confirm that this issue was resolved by the NARS Cosmetics **************** team who processed a replacement item for this customer on 10/16/23. Tracking number: ***********************************************************************************************;Since the customer has received a replacement for the item in question, we would like to close this case. Thank you for your patience.

  Customer Answer

  Date: 10/21/2023

  Better Business Bureau:

  Dear BBB,

  Thank you for your consumer protection efforts.
  I received the missing item. However, I should not have battled to get an item that I already paid for. In my opinion, NARS has very poor business practice. NARS should not use mistakes that occur in their warehouse to portray the innocent customer as NOT a truth-teller.

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  

  
  

• Initial Complaint

  Date:08/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 Nars Foundations from Sephora. The product states that it is good for up to 24 months after open date. I recently opened the products and used them afterwards I contracted a bacterial infection which caused breakouts. I spoke with ******* in customer service who stated that even though it was purchased within 24 months there is nothing that **** could do to assist me.

  Customer Answer

  Date: 09/18/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding NARS Cosmetics, Inc has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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