Urban Decay Cosmetics
reviews and complaints

I received an email advertising their palettes on sale. I purchase 2 to get to my over $50.00 min purchase to receive 2 free gifts. Shipment was split into 2 different packages. Never received the makeup brush, after 30 minutes and 3 different calls I was told I will not be getting the brush...No substitution or anything just SOL. Terrible customer service, and based on the other reviews Im not the only one with issues..Buyer beware and I will be checking other makeup brands before my next purchase.

The eyebrow pencil has two ends and every time I pull the lid off the brush end it gets stuck in the lid and detached from the actual pencil and I have to retrieve it with my teeth and pop it into the actual pencil to use it.

I have complained to urban decay by filling out a form. I've had no response. I spoke to someone over the phone who was sending an email for me to follow instructions. That hasn't turned up in my inbox after repeating and clarifying the email address.

I have bought five brow beater pencils and all have the same issue from the get go.

I first attended an interview/audition with Urban Decay on the 15th of August 2018. After being unsuccessful (from assumption as I didn't get contacted) and due to this being disappointed, I continued my job search within the beauty industry in hopes that a job with Urban Decay would soon arise again as it is a company I have always wanted to work for. To my luck, I received an email on the 24th of October, from C., who I had previously had my interview with. In the email she asked if I was still looking for a job move as they had had some new opportunities arise. Enthusiastic and eager to respond, I replied straight away stating that I most certainly was still looking for that job move and explained where I had got to in the interview stage previously as this was information that she required. This email was sent on the 24th of October in which she then took until the 1st of November to respond. In her response, she asked if I was free to meet the following Friday the 9th, in which I immediately took up her offer. She had not stated a time in the email, so I asked her to send me a time and place so I could book it off work and be there. After 4 more emails from my end, requiring a time and response, I still heard nothing back. I took it upon myself to book the day off work anyway and travel back to Birmingham (as I had moved back home momentarily after finishing university) as this was an opportunity that I could not miss and had hoped that she would reply on the morning of the meeting. That morning I decided to try and contact her via the mobile number which I had found at the bottom of her email, in which she replied that she had sent an email confirming a time this morning. I responded to say I had not received it but again heard nothing back stating the time that she had apparently confirmed. I sat and waited all day until 4pm until deciding to leave Birmingham after already wasting the whole day. I then received an email from C. at 4:30pm that day asking to meet at 3:30pm, which made no sense as the time stated had already passed by the time she sent the email and I was already out of Birmingham and on my route home. I emailed again the following day to explain to her what had happened and if she still wanted to meet with me and that a time and date needed to be arranged in plenty of time if so, as doing it on the day was completely unprofessional and didn't allow for possible delayed emails. However, judging by her poor responses throughout the whole thing, I don't believe the email regarding a time was sent in a wide enough time frame. C. replied saying she plans her visits to Birmingham ahead but would still be happy to meet with me. I responded and asked her to let me know when she was next going to be there as I was so keen to meet with her and have the opportunity to get this job. This final email was sent on the 13th of November in which I've still had no response and quite frankly do not intend to. C. not only got my hopes up regarding a job I have been wanting and hoping for, for so long, but she also wasted my time and money and I think she has been completely unprofessional through this whole situation. Photographic evidence can be provided for every single email sent between C. and I.

Online order [protected]
No response to my complaint ehich I emailed last week and chased:
Copy below:

Good evening,

Would like to know if my below email was being dealt with?

Would appreciate some feedback on the below matter.

Regards,

Greta
Sent from my iPhone

Begin forwarded message:

From: Greta Vadapale
Date: 22 November 2018 at 21:31:55 GMT
To: [protected]@urbandecay.co.uk
Subject: Order Number: [protected]

Good evening,

I have tried to get in touch with your ‘after sales'/‘enquiry dep.' through the online contact form 2 days ago, but have't had an acknowledgement or reply yet. I do however understand- it is busy time of year for everyone.

I just wanted to bring to your attention, an issue with my recent order. The primer potion has a very sharp end to the applicator, which feels like a wire, therefore making the application rather painful to the eyelid. I do have some images if needed to show this.

Very happy with the product, it is just a shame I cannot though roughly enjoy it.

Hoping to hear from you soon,

Regards,

Greta

Sent from my iPhone

My mum recently went on holiday and bought so Urban Decay setting spray on the flight. She bought 5 bottles as my brother is getting married so she bought it as a present for the bride and the bridesmaids. On getting them back to the UK, she gave us the bottles only to find they had leaked inside the plastic and cardboard box so the box was soggy. This was very disappointing as they were a present and half the product is now missing!

She proceeded to contact the customer service on the website which has been an absolute hassle! They asked us to send the product codes over so she had to contact each bridesmaid to get them to send that over. They then requested a picture of the bottles so she then had to contact the bridesmaids again. They have now requested that we send all the bottles back! This is unacceptable as we have already given the gifts out and the remaining content is being used so this is not suitable to have to send them back!

As someone who buys a lot of Urban Decay products I am very disappointed with the service we have received and it has put me off buying products from your company in the future.

How are you going to sort this situation?
Thank you in anticipation of your reply!

Many thanks,
Megan Howe

I placed an order on 11/25/17 on urbandecay.com. As of today, 12/5/17, it is still showing as "processing" I have tried contacting the company three times. Once they respond telling me how "insane" the response was to their recent promotion and that they were backed up. No offer of compensation or anything for the trouble. So I wait a couple more days and still not shipped. I have tried to contact them twice asking them to cancel the order. No response (surprise surprise). Now I login to their site today and since yesterday, they changed my order date from 11/25/2017 to 11/26/2017. Very dishonest company. I would never order from them again,

Their US number ending with 8722 doesn't work.
I had an issue with my order, needed them to provide some information regarding it, but unfortunately, I couldn't reach them.
To me when a company treats customers this way it looks like a scam. Because I paid for my order but got no assistance once I had an issue with this. It's very suspicious and I regret I dealt with them... :(

I was a long time customer of Urbandecay and bought a lot of things from them and never had problems. But when I received my last order I was quite disappointed because it was incorrect. I contacted Urbandecay support and asked for a replacement. Since I was a long time customer I thought that there will be no problem with that, but everything turned out worse than I thought! They refused to accept anything back and offered me a discount on my next order. I was not satisfied with that decision because they did not give me a single chance and asked for a manager. They refused to give me managers contact information and literally did nothing to fix the problem! I never expected something like that from Urbandecay! That's not a good way to do business. I'm sorry Urbandecay, but I'll never buy from you again, you just lost a customer.

I and my sister placed large order on the website www.urbandecay.com. We paid for the delivery as well, but the seller informed us that some items were sold out. We told him that it was ok, and asked to return money for these items. The rep agreed and promised to transfer money. After that he also told me that my order was sent out. It was blah-blah, ‘coz I haven’t received the order and money back. Maybe someone has any ideas how to return money back, please contact me then or leave a comment. Thanks.

I bought cosmetic and cream from the company www.urbandecay.com. I paid through PayPal and the payment was clear. After that I got the confirmation email from the seller and the tracking number. I waited 4 weeks, but my order never arrived. Also the seller provided fake tracking number and didn’t reply to my emails. I wonder if there are other people, who had the same experience. Can you provide any good piece of advice?

I ordered eye shadows, eye liner and body cream from the website www.urbandecay.com. The order arrived on time, but I was shocked when I opened it, because the eye liner was opened and dry already. The body cream wasn’t the same as I ordered. I sent them several emails, and they promised to return half of the sum, but after several weeks I received nothing. I wonder if there are other people, who had the same experience. Can you provide any good piece of advice?