City Beauty (citybeauty.com) has a 3.9 out of 5 rating on OK.one, based on 104 user reviews collected here. It is listed under Beauty & Well-being and its reputation is mixed. 72% of reviews are 4 stars or higher and 14% are 1 star; The business has replied to 100% of negative reviews; 103 of them were added in the last 12 months. Last updated 2026-08-10.
What people say
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Melissa Jones · 1 review · Experienced 2026-07-14 ·
★★★★★
I saw this on social media
I saw this on social media and I was highly disappointed. I didn't notice any difference in my lips. I have tried other products and it didn't give the cinnamon sting feeling but in my opinion it's nothing but a lip moisturizer.
Reply from City Beauty2026-07-20
Hi Melissa, we're sorry to hear this. We always want you to love the product, but we understand not every product works the same for everyone. Our customer support team would be happy to share tips for getting the best results, as well as return instructions if you'd like to take advantage of our 60-day money-back guarantee. You can reach them by email at [email protected] or by phone at 1-800-347-1558
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Rania · 5 reviews · Experienced 2026-07-15 ·
★★★★★
I am still haggling with these people…
I am still haggling with these people for a refund for their fake product. 100$. They have not sent me any sheets where you need to fill up and send them so you can get the refund back. Aweful experience. Not recommended.
Reply from City Beauty2026-07-18
Hi Rania, we understand your frustration and want to assure you that this has our full attention. As noted in our response to your first review, our team has been in contact regarding your refund, and we're committed to resolving this promptly. Please check your email for the refund instructions we've sent, or reach out to us directly if you haven't received them so we can move this forward without further delay.
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Rania · 5 reviews · Experienced 2026-06-26 ·
★★★★★
Overpriced and Waiting for a Refund.
The price that you spend on such a product is NOT worth a dime. Found something much cheaper and more effective somewhere else. Paid 100 dollars for them to send a hydrating lip gloss- waiting for their customer service. It is now Tuesday the 30th of June- I am still waiting for a customer service to contact me for a refund and their phone number is DISCONNECTED.
Reply from City Beauty2026-07-02
Hi Rania, we're sorry to hear that your experience didn't meet your expectations. Our team has already reached out with instructions to help you return your order for a refund. If you have any questions or need additional assistance along the way, please reply to that email and we'll be happy to help. We appreciate your feedback and the opportunity to make this right.
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Lori Orth · 1 review · Experienced 2026-06-06 ·
★★★★★
Not a 100% money back guarantee
I purchased their city lips product but saw no results. When I returned the product, I only received a portion of what I paid. Not their 100% money back guarantee as stated on their website. I called the company twice and was told both times that I would receive the full refund in 5-6 business but have yet to see anything from city beauty nor have I received any follow up via email from them, even though the customer service reps told me that I would receive a response on 24 hours.
Not satisfied at all!
Reply from City Beauty2026-06-25
Hi Lori, we're sorry to hear your experience didn't meet your expectations. We've requested your account details here so we can look into your refund, but we haven't heard back yet.
We'd like the opportunity to review your refund request, check the status of your emails and previous contacts with our support team, and make sure everything was handled correctly.
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Kat Ponz · 25 reviews · Experienced 2026-05-31 ·
★★★★★
NO PLUMPING EFFECT
I bought the lip plumping moisturizer. Moisturizing is perfect but no plumping at all. Customer support was very helpful and very honest saying that plumping effect doesn't work for everybody. She refunded my payment for $11.36. Now that is GREAT CUSTOMER SERVICE! THANK YOU!
Reply from City Beauty2026-06-23
Hi Katrina, thank you for your feedback. As noted in your previous review, our team had the opportunity to connect with you directly and address your concerns. At that time, we offered either a full refund upon return of the product or a 30% courtesy refund if you chose to keep it, and we're glad we were able to reach a resolution. We appreciate your giving the product a try and wish you all the best in finding a product that better meets your expectations.
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Kat Ponz · 25 reviews · Experienced 2026-05-25 ·
★★★★★
NO PLUMPING AS DESCRIBED
I just received my lip plumping hydration gloss. I was very excited to try and was disappointed, it's just a regular gloss, it was very thick and so sticky. And the most important finding, NO PLUMPING so there's really no tingling. I've read the reviews and there are some customers said the same thing. For others that works for the plumping, I don't get it, are the tubes formulated differently that's why customers are getting different results? FYI my review is NOT FAKE!
Reply from City Beauty2026-06-01
We're sorry to hear that City Lips didn't meet your expectations, Katrina. While our products are formulated consistently, individual experiences and results can vary. Our support team has reached out to assist and discuss options available under our 60-Day Money-Back Guarantee. Please reply directly to our email so we can continue working with you and help make this right.
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Heather · 16 reviews · Experienced 2026-02-02 ·
★★★★★
Brought city lips for plumping effect…
Brought city lips for plumping effect and really there is NO plumping effect. You get a lipgloss that’s quite thick and sticky on the lips. After watching the ad, I’M NOT SURE WHERE THESE REVIEWS HAVE COME FROM, BUT IT CERTAINLY DOES NOT GIVE YOU LIPS LIKE THEY’RE SHOWING. Save your money and buy a gorgeous lipstick instead.
Reply from City Beauty2026-05-22
Hi Suzy, we’re sorry to hear City Lips didn’t meet your expectations. Our support team did try to look into your concern using the details provided, but we were unable to locate an order in our system. We have also sent an email to the address provided in your review. Please feel free to reply to our support team so we can continue working toward a resolution.
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Donna Maynard · 5 reviews · Experienced 2026-05-09 ·
★★★★★
pricing
I used to buy a lot of city beauty! I was one of your first customers but you raised your prices so high i can't afford to buy it!!! it makes me sad.
Reply from City Beauty2026-05-19
Hi Donna, we’re really sorry to hear this, and we truly appreciate you being one of our early customers. We did reach out asking for your account details so we could look into this and help further. We understand how disappointing price changes can feel. If you’d like, our support team is still here to help at [email protected] or 1-800-347-1558.
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Cydne Morgan · 2 reviews · Experienced 2026-05-02 ·
★★★★★
Ordered a trial of lip gloss
Ordered a trial of lip gloss, was not impressed. Apparently I was subscribed to a lip gloss shipment. Order shipped, cx'd on my credit card and disputed. reached out 6 times without any response. Lip gloss sent back return to sender.
Update: City Beauty requested I alter/change my review 5/6/2026. I will not change my review. It should not take 6 emails to get a CS response. That is just BAD business. I received a return label FINALLY. Funny you cannot "locate my account." Its under my email. No accountability.
Reply from City Beauty2026-05-11
Hi Cydne, we’re sorry for the frustration caused by delays in communication. We requested your order details in this review but haven’t received them.
We understand you’ve since received a return label. If you still need assistance or would like us to review your account, please contact us at [email protected], through contact form or 1-800-347-1558.
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Mary Virgilio · 2 reviews · Experienced 2026-05-03 ·
★★★★★
The product instelf works great for…
The product instelf works great for upper lip line removal but it costs way to much for what you get. Also on line it takes you into a free shipping website that charges more than doulble for shipping, not zero as it states free shipping.
Reply from City Beauty2026-05-08
Thanks so much for sharing your feedback. We’re glad to hear the product worked well for your upper lip lines. We also appreciate flagging your concerns around pricing and shipping. Please email [email protected] or call 1-800-347-1558 so we can look into this issue.
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Sara Lewis · 4 reviews · Experienced 2026-02-28 ·
★★★★★
Order has still never shipped after a…
Order has still never shipped after a month! I finally received a confirmation this morning - but with no shipping information and a series of letters and numbers that correspond to no carrier I can find. What a joke! Why bother even keeping up the pretense of a company?
Reply from City Beauty2026-04-06
Hi Sara, we completely understand how frustrating this must be. We’d love to make it right—please reach out to us by email at [email protected] or by phone at 1-800-347-1558 to get this sorted.
I placed my order two weeks ago, and it never shipped. I reached out to customer care. They said they were sending a replacement shipment. That was five days ago. My replacement is yet to ship. I sat on hold forever and eventually gave up. That's $50 down the drain. Beware. They had great service for many years, and they have tanked. When I finally reached a "customer service rep," she was rude and unhelpful. She was apparently the supervisor. If I had to guess, I would say I have ordered from them 30+ times, totaling about $1500. They just lost me as a customer.
Reply from City Beauty2026-03-23
Hi Kristine, we’re sorry to hear about your experience! We always want every order to arrive smoothly and meet your expectations. Our customer support team has provided an update on your replacement shipment and is happy to assist with any further questions.
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Stasia · 5 reviews · Experienced 2026-02-05 ·
★★★★★
Order not received
I place my order on February 5th and made my purchase via Shop. The tracking showed is was going to be delivered and the next notification I received it was sent back to sender for incomplete information. I reached out to City Beauty's support via email on February 15th and received an automated reply to wait 24 to 48 hours for a response and so I did. Three days later still no reply. I had to contact my merchant and provide supporting documents to open a dispute and received a refund.
Reply from City Beauty2026-02-19
Hi Stasia, we’re very sorry to hear about this and for the delay in response from our team. That’s not the experience we want for our customers.
Our customer support team reached out via email. Feel free to drop them a reply when you have the time.
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JanW · 2 reviews · Experienced 2026-01-02 ·
★★★★★
DO NOT buy any products from this…
DO NOT buy any products from this company. I made a purchase of a product for 46.00. I never received the product. I contacted customer service and they said they had no record of purchase but took the money. I contacted then again with receipt and was informed they would ship it that day. Never received it. I contacted them again and they said it was never shipped but they would ship it again. I asked why this keeps happening and if i could escalate my complaint. Next day no response but a refund for only 14.00 of the 46.00. Horrible company practice and customer service!!!
Reply from City Beauty2026-02-09
Hi Janet, we’re really sorry to hear about your experience. Our customer support team is working with you to resolve this, and we’d love to make it right. Please drop them a reply at their email so we can ensure everything is sorted properly.
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Christine Arnold · 3 reviews · Experienced 2026-01-02 ·
★★★★★
Company doesn't send the full order & doesn't reply to queries
There has been a problem with orders that involve offers which has happened on several occasions; one of the most annoying was purchasing three creams and then buying six more as an add on offer and only receiving three more and being hit with a blank wall on querying it. More recently the offer was to buy an item and "receive" samples with it, the samples did not arrive with the item and I was told that although I had paid for the product, because it was a sample, they considered it s a free sample and they would not be replacing it!
Reply from City Beauty2026-02-08
Hi Christine, we’re so sorry for the trouble with your orders and understand how frustrating this must be. Our customer support team would love to sort this out for you—please contact them at [email protected] or 1-800-347-1558.
After being mesmorised by the ad on Youtube, I thought I would order from City Beauty. I bought 4 CityLips. Beside hydrating my lips like a $2 lip salve, I paid a fortune for a product which does not work for me, and I am not the only one. The reviews may be fake or there is something wrong with certain lips, I don't know, but this is it for me, no more ordering from CityLip. They also did a crepey skin cream over one year ago and the same happened. No result at all. I will not have the opportunity to say "third time lucky" because I am not ordering any more product from City Beauty. They do not do what they claim to do.
Reply from City Beauty2026-02-06
We’re sorry to hear this and completely understand your frustration, Michele. While results can vary from person to person, many of our customers do see benefits. Our customer support team has emailed you tips for getting the best results from City Lips, along with return instructions if you’d like to take advantage of our money-back guarantee. We’re here to help however we can.
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Rie · 14 reviews · Experienced 2026-01-21 ·
★★★★★
Zero stars if that were possible.
Zero stars if that were possible.
I purchased the clear City Lips and followed the instructions exactly. The product does not deliver any of the results claimed in the advertising. There is no visible plumping effect whatsoever.
This is nothing more than an overpriced lip gloss. A £1.50 Vaseline does a better job for a fraction of the cost. I feel completely misled by the marketing.
To make matters worse, when I contacted customer services, I was told I could return the item only if I paid return postage — despite already paying for delivery. Being expected to pay twice for shipping to return a product that does not meet its advertised claims is unacceptable.
I would strongly advise others to think twice before purchasing.
Reply from City Beauty2026-02-02
We’re sorry to hear about your experience, Rie. Our customer support team has reached out to help resolve this and guide you with the process. Please check your email and reply so we can make things right.
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Susan Mitchell · 13 reviews · Experienced 2025-11-28 ·
★★★★★
Product true to advertisement
Product true to advertisement. No problem with customer service or delivery. Product lives up to expectation.
Reply from City Beauty2026-01-15
Thank you so much for your wonderful review, Susan. We’re thrilled to hear the product met your expectations and that your experience with our team and delivery was smooth. We truly appreciate your support!
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customer · 15 reviews · Experienced 2026-01-11 ·
★★★★★
From the start I have loved it ! City Lips…
From the start I have loved City Lips plumping gloss in clear and also colors! I have recommend it to friends and had given it as gifts. Love it!
Reply from City Beauty2026-01-12
Thank you so much for your wonderful review! We’re thrilled to hear you love City Lips in both clear and colors, and that you’ve been sharing it with friends and gifting it too. Your support means the world to us.
