ComplaintsforBella Terra Cosmetics Group

• Initial Complaint

  08/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Items were purchased on 08/10/24 and I had an ALLERGIC REACTION to the products, when I we to their kiosk where the items were purchased to obtain a refund as I was not able to use their products. I asked to speak with the manager and was DENIED that option and the persons there kept trying to pursuade me to exchange it for a different product, I kept telling no that I need a refund as I am not able to use their products. I was told that due to their no refund policy that they would not refund. When I told them that on the website it indicates that I have 14 days to refund or exchange. I was told oh well by law we don't have to obide by that.

  Business response

  08/16/2024

  Good Afternoon,
                I am sorry you’re not satisfied with your product. If you’re wanting to inquire about any returns from purchases made at a physical location, then you would need to speak to the manager or owner at the location that you made your purchase at. There should be a number on your receipt. I am not sure of their specific return policy. I know that most of the return/exchange policies are within 1-30 days. We, here where you have contacted, are a wholesale company that supplies to independent retailers across the world. They're their own smaller independent companies. We handle our wholesale customers and our online retail store. Again, I am sorry you are not pleased with your product(s). I hope that this is helpful and that you have a great day! 

  Customer response

  08/17/2024

  Better Business Bureau:
  
  This letter is to inform you that Bella Terra Cosmetics Group has carried out to my satisfaction the resolution it proposed for my complaint, filed on 8/15/2024 and assigned ID ********.
  
  Regards,
  
  

• Initial Complaint

  03/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 17, 2024 I purchased some eye liner. The lady doubled the price and then I imagine she felt guilty and spontaneously decided to give me another eye liner for free. When I arrived home I discovered the either of the eyeliners worked and when I looked up the bar code or the batch number I was unable to determine the expiration date. I feel like the makeup is counterfeit makeup with fake with untraceable bar codes.

  Business response

  03/20/2024

  Hello,

  We have been communicating with the customer via email, she informed us of the issue and we replied back to her letting her know that we are the wholesale company that supplies to independent retailers across the world, they are their own individual companies and that she should contact the location from where she bought it in order to get a refund. she then had notified us that there is no phone number on the receipt so we asked her to let us know in which of the locations she made her purchased at so that we can get in touch with them and have them process a refund but she never provided us with that information.

  we are able to help only after knowing in which location the purchase was made in order for us to get in touch with them and ask them to process a refund.

   

  please let us know if you have any additional questions.

   

  Thank you,

   

  Bella terra cosmetics.

   

• Initial Complaint

  12/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought some of your makeup and brushes at Willowbrook Mall. I left without a receipt because I was being pressured to purchase skin care products in the amount of $1600. I had no idea what the cost of the makeup was because when I asked, he whispered so softly, I could not hear what he said, and honestly just wanted him to leave me alone. I felt so incredibly pressured and overwhelmed because even after I said ok to the makeup, he just kept getting more products to try on me. After I got home, I saw the makeup I purchased was $385 by looking at my credit card statement. After contacting the salesperson, I discovered my card had been charged for $1600 for skin care products I didn't even take home! The charged was declined on my card and i received a text about fradulant charges. I replied it wasn't fradulant and he ran it again. It was declined a second time so he ran it through a square attachment on his phone. I told him I couldn't afford it and did not sign the transaction but it went through anyway. I went back to the mall to get the products because I was charged for them and there's no way I was leaving it there at the kiosk. He said no refunds just exchanges. This is a dirty business!!!!! Soemone needs to be held accountable for the behavior of the salespeople!!!

  Business response

  12/21/2023

  Hello,

  Thanks for reaching out.

  We received notifications about this matter via multiple communication platforms and have already responded by email.

  Here is our response to the customer-

  Good Afternoon,
                  I am sorry you’re not satisfied with your product. If you’re wanting to inquire about any returns from purchases made at a physical location, then you would need to speak to the manager or owner at the location that you made your purchase at. There should be a number on your receipt. I am not sure of their specific return policy. I know that most of the return/exchange policies are within 1-30 days.
  In that case, since you don’t have the receipt, you may send me your phone number and I will forward it to the manager at the Willowbrook location so that he can reach out to you directly.
  We, here where you have contacted, are a wholesale company that supplies to independent retailers across the world. They're their own smaller independent companies. We handle our wholesale customers and our online retail store. Again, I am sorry you are not pleased with your product(s). I hope that this is helpful and that you have a great day!
  

  Customer response

  12/22/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I emailed them as well and hopefully it will be resolved soon. 
  
  
  
   
  

• Initial Complaint

  03/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 9th, I purchased over 500.00 in skin and makeup products at the Woodlands mall. In the following days, I got a massive skin reaction from all the products I bought. I attempted to call the customer service number on the receipt; however, it is not in use. I also called the wholesale number, and they weren’t much help. The representative told me a manager would contact me within 24 hours, but they couldn’t provide me with the manager's number because it was “private.” Considering the number of complaints here on the BBB website, social media accounts, and good reviews, it seems customers' issues are never resolved. The independent retail kiosks are disconnected from the wholesale company, which is odd because you are able to purchase products online as an individual customer. I demand a refund for myself and the others you scammed. I don't want to hear from the wholesale company but the manager of the retailers!!!

  Business response

  03/17/2023

  Hello,

  We received your inquiry by email this morning and as we mentioned on our reply- we would need your phone number in order to forward it to the owner of the location in the Woodlands mall. Once we get your phone number , they will contact you directly and will be able to assist with the refund process.

  please reply back to the email that was sent to you this morning with your contact information and we will make sure this gets resolved today.

   

  Best regards,

  Bella terra cosmetics.

  customerservice@bellaterracosmetics.com

   

• Initial Complaint

  03/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was at the Grapevine Mills Mall in Grapevine, TX kiosk on March 13, 2013. I was told a price and charged more than double that on my credit card! I went back to the kiosk and they told me no refunds only exchanges. I have also called the mall to speak to the kiosk. RUDE RUDE RUDE. I was on vacation for Spring Break and live 4 hours away and cannot go back to them in person. I am wanting to send all of the products back and get a full refund.

  Business response

  03/16/2023

  Hello,

  we have received this inquiry by email. copied below is the reply that was send via email to the customer-

  "Good Morning,
                  I am sorry you’re not satisfied with your product. If you’re wanting to inquire about any returns from purchases made at a physical location, then you would need to speak to the manager or owner at the location that you made your purchase at. they're customer service phone number is 817-808-1193.  I know that most of the return/exchange policies are within 1-30 days. We, here where you have contacted, are a wholesale company that supplies to independent retailers across the world. They're their own smaller independent companies. We handle our wholesale customers and our online retail store. Again, I am sorry you are not pleased with your product(s). I hope that this is helpful and that you have a great day!"

   

   

  We still haven't heard back from the customer, she may contact the number above in order to get a refund.

   

   

   

  Best regards,

   

  Bella terra cosmetics.

   

  Customer response

  03/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I have called the number and the makeup counter is not willing to help or refund money if I return products. 
  
  Regards,
  
  
   
  

  Business response

  03/17/2023

  We are in contact with the customer by email communication and we will make sure that the retailer is able to assist and resolve this issue.

  As we mentioned on our previous response- this customer is not a direct customer of Bella Terra cosmetics as we are the wholesale company, we are in contact with the retailer that sold the products to the customer and will make sure that this gets resolved.

   

  Best regards,

   

• Initial Complaint

  11/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  11/21/22 $117.57 $44.78 Makeup Product Scammed Throughout your BBB reviews for this company, It has scammed countless OTHERS. If you call they will say sent it to this address in Houston Texas, and when they get it , they will refund you HOWEVER ...People all over BBB reviews NEVER GET THE RETURN OF AND THE COMPANY KEEPS THE MONEY AND THE PRODUCTS !!!!! ACCOUNT TRANSACTION # 000011 000012 PLEASE HELP ME, I WANT ALL MY MONEY RETURNED TO ME, and this to never happen to anyone else!!!!!Please

  Business response

  11/23/2022

  Hello,

  Thank you for reaching out.

  we have received your inquiry via email and replied to you directly. As we mentioned on the reply, we are the wholesale company that supplies to independent retailers across the world, they are their own individual companies, therefor you would need to perform the refund process directly with the owner of the location where you made your purchase at, you can locate their phone number on the receipt or if you'd like you can send us your phone number and we will send it to the owner at that location and they will contact you directly. i know that in most of the locations they accept refunds within 7-14 business days.

  i hope that this is helpful and that you have a great day! 

• Initial Complaint

  11/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  - Date of Transaction: Wednesday, 09 November 2022, 11:48AM - Amount Paid: $124.48 I was walking around the Galleria Mall in Houston, Texas, when all of the sudden, one of the Kiosk representatives for Bella Terra Mineral Cosmetics pulled me aside and sat me in her chair, and started applying makeup on my face without asking for my consent. I was feeling a little exhausted because I had taken the Metro for an hour (I don't have a car since I'm just a college student) to get to the mall to fix my phone, so I just let her be. After going along with her show, she started putting different products into a bag and telling me how good of a deal she gave me. Without even asking whether I wanted to purchase these products, she asked me whether I wanted to pay with cash or card. Feeling flustered, I just sat there for a bit, but then she started adding another product into the bag. She kept pushing so I just said I would pay with a card, with a plan to return them later for a refund. However, I did not know and was not told that they don't accept refunds. I was furious and extremely worried when I got back to my dorm, and since my parents live 15 hours away, I'm trying to resolve this on my own...

  Business response

  11/15/2022

  Hello,

  Thank you for bringing this to our attention.      I am sorry you’re not satisfied with your product. If you’re wanting to inquire about any returns from purchases made at a physical location, then you would need to speak to the manager or owner at the location that you made your purchase at. We can help with getting you connected with the , please send us your phone number and we will forward it to them or There should be a number on your receipt and you can reach out to thm directly.  I know that most of the return/exchange policies are within 1-30 days. We, here where you have contacted, are a wholesale company that supplies to independent retailers across the world. They're their own smaller independent companies. We handle our wholesale customers and our online retail store.  I hope that this is helpful and that you have a great day!
  

• Initial Complaint

  01/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i purchased bella terra make-up at a kiosk in the chandler mall. i only purchased because i was being hassled by the sales representative. i fully planned on returning the make-up, only to see on the receipt that they dont accept refunds. there was no sign on the kiosk, or tag on the item saying there was no refunds. i was scammed and i need help getting my refund. i included the reciept for your reference.

  Business response

  01/26/2022

  Good morning,

  We responded to the emails that you sent with all the information you would need in order to get a refund.

  As i mentioned in my last email- we are the wholesale company and since you made your purchase at a retail location, you need to contact the manager of the location where you bought it from, there should be a number on your receipt.

  As i mentioned to you in the email, in case you don't have the receipt or cant find their phone number, please let me know and i will be happy to connect you with the manger of this location.

  i hope that this is helpful and that you have a great day! 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩