Complain About Fenty Beauty - learn how to file a complaint

When your Fenty Beauty order goes wrong, knowing who to contact can feel like a guessing game. Here’s a breakdown of your best options, because sending a message into the void is not a strategy.

Honestly, waiting for Fenty Beauty to reply can feel like an eternity. Here’s a realistic look at what to expect.

• Call Early: Try calling right when their lines open at 7am EST to avoid the midday rush.
• Have Your Info Ready: Keep your order number, account email, and payment info handy before you contact them.
• Be Clear and Concise: State your problem and what you want (a refund, a replacement) in the first sentence.

If Fenty Beauty is ignoring you or won't resolve your issue, it's time to escalate. Don't just give up. Your first and best step is to file a formal complaint with the Better Business Bureau (BBB). Fenty Beauty's parent company, Kendo Holdings, Inc., is listed on the BBB and seems to respond to complaints filed there.

Filing is free and done online. You'll describe your issue and your desired resolution. The BBB then forwards the complaint to the company, which is expected to respond. It works, but prepare to wait. It's not an instant fix, and sometimes you have to follow up, but it forces the company to give your problem official attention.

Subject: Formal Complaint Regarding Order #[Order Number] - Action Required

To Whom It May Concern,

I am writing again to resolve an issue with my order, #[Order Number], placed on [[Date]]. This is my second attempt to contact your support team, as my previous message sent on [[Date of first contact]] has gone unanswered.

The problem is that [[Clearly and briefly describe the issue, e.g., I received the wrong shade of foundation, my order arrived damaged, my package has been stuck in transit for three weeks]]. Frankly, the lack of communication and the time I've had to spend chasing this down has been incredibly disappointing and frustrating.

To resolve this, I require you to [[State your desired outcome clearly, e.g., ship the correct item immediately and provide a return label for the incorrect one, issue a full refund of $XX.XX to my original payment method]].

Please confirm in writing that this has been handled. If I do not receive a satisfactory response within three business days, my next step will be to file a formal complaint with the Better Business Bureau and initiate a chargeback with my credit card provider.

Thank you for your prompt attention to this matter.

[[Your Name]]

• Ask for a Supervisor Immediately. If the first-level support agent is giving you the runaround, politely but firmly ask to speak with a manager or supervisor. Don't waste time repeating yourself to someone who can't help.
• Use Their Instagram. Some users on Trustpilot report that leaving a polite but firm comment on a recent Fenty Beauty Instagram post gets a much faster response from their social media team than the official support channels.
• Request a Transcript. If you use live chat, always ask for a copy of the transcript to be emailed to you. This is your proof of what was said and promised.

Tired of getting a generic, unhelpful email from Fenty Beauty support two days after you sent your message? Or sitting on hold just to explain your missing order for the third time? It's exhausting. Pine AI can take over from here. We handle the persistent follow-ups and deal with the customer service pushback on your behalf. No more refreshing your email for a reply that never comes or explaining your situation over and over. Sound familiar? Let us handle the headache so you don't have to.