“Disappointed having to write this, as Beauty Bay has been one of my favourite brands to buy my cosmetics and skincare from over the last few years. The brow pencil I received was faulty - the product will not wind up, even when wound up for a long time. Occasionally, a tiny amount of product will reach the top, but then it snaps almost immediately without me touching the product itself. This has led me to believe the product inside the pencil has somehow got stuck, or even melted. I first attempted to reach customer services through Facebook messenger, to which it was an AI automated reply system. I then emailed the Beauty Bay customer service address after this. I was basically accused by a team member of being dishonest, because a small amount of product at the top became visible, despite the video I sent showing this product broke off immediately. I sent a second email in response to this, with another video, explaining the problem in full, clearly showing a faulty product. I offered to send the product back to you to be reexamined and have the quality of it properly assessed. It’s been 10 days since I sent the last email, so I’m assuming I’ve been accused of being dishonest once again. £20 is a lot of money to spend on a product which I can’t even use. I shall add that I have been using this brand of brow pencil for years, so I clearly know how it winds up, what direction etc. I have never once had an issue like this. I would not have had to leave such a negative review if your team had got back to me after my second email, accepted my offer in sending the product back to be quality assessed, and to then have an exchange issued.”
“I used to use this and thought I’d try it again as I do remember it being great, but I prefer nyx brow liner now honestly. Not so suited to filling out laminated brows in my opinion”
