theBalm Cosmetics – Cashback, Rebates & Rewards

I placed an order last month and never received my order. This company is the first I’ve ever encountered that does not email you shipping notification. I heard it was 10 days processing time, so I just kept waiting. After the tenth business day, I go back to my order confirmation email. There is a link to check order status. To my surprise, it said delivered last week. I contact USPS regarding the missing delivery and they tell me to co tact the shipper (TheBalm) for a replacement or refund. I emailed TheBalm and heard nothing for 3 days. I email again, politely, and I haven’t heard back in 7 business days. I even DM’d them on Instagram and nothing. I have never had issues with a company not getting back to me. It’s too bad, because I enjoyed their products. But if there is no way to reach them for any issues, it’s not a company I will purchase from ever again. I have lost the money I spent and I feel a bit robbed.

I placed an order on this website on the 28th of August 2021, today is the 16th of September and my order was not even processed yet! My order is supposed to be shipped to Saudi Arabia as I decided to buy my friend there a birthday gift. I placed the order as early as possible to avoid it's arrival after her birthday but apparently this was not enough! I contacted the customer service via email after 2 weeks of placing the order and I got a response that I am supposed to wait for 10 business days for my order to be processed and shipped. I followed their advice in waiting for 10 business days - I waited even more - for my order to be shipped, but still NOTHING has changed regarding my order status. It is not even processed rather than shipped, and whenever I try to track it, the website tells me that the order is unfulfilled! After that, I contacted them many times via email and live chat explaining the situation abd telling them that it is a gift that has to arrive in a reasonable time but I haven't received any response until now. By the way, to day is the 14th business day but nothing has changed. They already withdrawn the money from my account on the same day the order was placed, now I have no idea how to deal with this total radio silence to get either my order or my money back!

Their lipsticks is pretty good, I tried in several colors and definitely like their texture. Though I decided to try eye-liner. And it's really one of the worst. Line will stay "ok" for max 2 hours. For such price their products should be much better.

Also had a terrible experience with the customer service. I had placed an order on their website, and had selected a wrong shade of foundation by accident so I contacted them within 30 minutes asking if they could please help switch the shade for me. I only heard a reply on the 5th day and said that they can’t change it since it’s been processed! According to the tracking number that showed that the shipping label was created 2 days before this, but wasn’t in the usps facility until the day after I contacted them. It was extremely frustrating as any brand would’ve helped with such a minor request from a (first-time!) customer, not to mention that they waited so long to respond. Extremely disappointed and definitely not a returning customer.

International buyers, stay away from this site!!!!!!! Thebalm sent my shipping with the wrong price on the customs declaration form so I got taxed. It went over the cutoff rate. The discounted price (i.e. what I said) should have been on the form. I was quite shocked and sent them an email but so far have not received a reply. Very poor service and will not buy from them again.