Unsafe, Unprofessional, and Unacceptable
I wish I could give this company zero stars, but unfortunately, that’s not an option. My experience with Truly Beauty has been incredibly frustrating. It all started with a body butter product I purchased in-store, which I had previously enjoyed. But this time, the product was rotten. It had a terrible smell—something like chemicals mixed with sour milk. The texture was completely off, with a hard crust on top and a PlayDough-like consistency underneath. It was unusable and clearly not fit for sale. I provided detailed photos, proof of purchase, and even the product's serial number in hopes of getting this resolved. Instead, I was met with long delays and a lack of follow-up. Each time I reached out, I had to explain my issue to a new representative who seemed unaware of the situation. This made the process incredibly frustrating. Eventually, I was given a discount code for a replacement, but I had to pay over $30 for shipping on a product that was already defective. Not only was I expected to pay for this shipping, but it also took over two weeks for the replacement to arrive with no updates or tracking information. When the package finally arrived, I found that it was damaged. As I opened it, I ended up with cuts on both of my hands from the broken glass. This is not only disappointing but also dangerous, and it’s unacceptable for a company to allow this kind of issue to occur. I also reached out about the $32 shipping fee, which I believe should have been refunded, considering the situation. Unfortunately, I received no response, and the silence just added to my frustration. Truly Beauty has shown a complete lack of responsibility when it comes to customer service and product quality. The lack of communication, the dangerous packaging, and the disregard for customer satisfaction have left me feeling completely let down. I won’t be buying from Truly Beauty again, and I will make sure to warn others about this experience. I would strongly advise thinking twice before spending your money here. Truly Beauty has failed on multiple levels, and I would not recommend their products or service to anyone.