meritbeauty.com Arvostelua 

My daughter ordered a product that I typically purchase from Sephora, but this time she wanted to surprise me with the free holiday gifts offered. The order shows as delivered, yet we never received it. It has now been a week since we contacted customer service through their only option—email—and we have not received any response. My 16-year-old daughter is genuinely upset, as she was trying to buy me a holiday gift. Due to this experience, I will no longer be purchasing my eyebrow gel or any product from this company.

I ordered from Merit on the 29/11 and have still not received my order. I contacted the courier EVRI and they have lost my parcel! I have been emailing Merit for the past week asking for their help but I am just being ignored. I am so disappointed - I have been really impressed in the past but unfortunately Merit have let their standards slip. I appreciate it is a busy time of the year however I would expect better customer service. Perhaps if you cannot cope with the volume of your orders/customer enquiries you should make some changes?!? I wish I had not ordered from you, this was a Christmas present and now it is too late for me to re-purchase.

Placed an expensive order over a month ago now and still not received it. There is only an email address for customer services so you’re at the mercy of whether they decide to email back. I’ve emailed twice now with no reply and no indication of whether I will receive what I ordered. It was also a Christmas gift so I need to spend out on something else now. I trusted them because of their partnerships with some influencers I follow, but please steer clear.

I have waited more than 2 weeks for my order to arrive, contacted customer service about this and got no response. I finally received my order and now it is unfortunately incomplete: i ordered two flush balms and only received one. So I have waited more than 2 weeks for an incomplete order. Very poor service, I want my money back and will never order here again.

Ordered 11 days ago and have had no update on my order, it hasn’t been dispatched yet. Emailed customer services and had no reply. First time I’ve ordered from them, really bad experience.

Placed an order 10 days ago and still not received. I understand they might be busy due to Black Friday but they haven’t even bothered to send an email to say this. I emailed them 3 days ago to ask where my delivery was and still no response.

I have purchased from merit before and love their products but this has made me think twice about any further orders.

The brand is so well known on socials, I never checked Trustpilot reviews!

It’s been 2.5 weeks since my order and I haven’t received anything. Evri say my parcel is lost and it’s up to the seller to rectify it, but Merit say I need to contact Evri.

Their response time is over a week and they don’t care about the customer experience at all.

I placed an order and received the parcel, but the products I purchased were not inside. I immediately contacted the company by email requesting either the items I paid for or a full refund, but I haven’t heard anything back yet.

I’m disappointed with this experience. I just hope they resolve this soon and send the products or issue a refund as soon as possible.

I’ve still not received my order and not had any emails updating me on the order. Terrible customer service and no way to get hold of them. Avoid buying from this company.

I was going to order but shippings costs at £7. I think not.

Genuinely impressed. The products are even better than I expected — amazing quality. My order was delayed, but their customer service reached out quickly and handled everything with so much care and professionalism. It’s rare to feel this well taken care of as a customer. I couldn’t be happier with the whole experience.

Glad I made my own decision and didn't get put off by the reviews. I am SO happy to have found Merit so had to give them a review myself. The hero products for me are the 'The minimalist' foundation stick and the 'Clean lash' mascara. The foundation covers what it needs to, doesn't break me out (I'm acne prone around the chin) and looks weightless on the skin. My only complaint is that it was about half the size of what I was expecting for the price (hence the 4 stars). The mascara is great and doesn't smudge/leave specks like so many do, it also washes off so easily with normal cleanser. It's also vegan and cruelty free which I love!! As a clean beauty girl, this is a great brand for me albeit a little on the pricey side...

Merit Beauty Supply Co. sent my $180 order to the wrong address, and they won't issue a refund. I recommend avoiding this company.

I am writing to you today about a missing order, #1685924, which I placed on 30th August 2025. The total amount was £126.02 GBP.

Unfortunately, the shipment of this order failed, and I have not received my MERIT products. Since you do not ship to my location in the Netherlands but do ship to the UK with only one shipping option EVRI - I was forced to ship the items to a friend in the UK, creating this complicated situation.

Situation:
The tracking information for my order shows it was delivered on 3rd September, but my friend in the UK never received the package. My friend was home at the time of delivery, and no one rang the bell for the delivery, but when I received the message of the delivery, she went down to check, but nothing was there.

The courier, Evri, left two other packages from Vinted, which are the ones visible in the proof of delivery photo. My friend was able to confirm with the neighbor that these two packages were indeed meant for them. The Vinted packages are the ones in the Evri photo, not my Merit order, and you can see them open in the hands of her neighbour.

My package was never delivered, despite being marked as such. The photo serves as evidence of the courier's error, not a successful delivery. And I don’t know where my package is as it is now listed as delivered. But where?

I invested in your brand because I love your products, and I have been trying to find a solution to buy them since May. I have asked many times on Instagram, "When are you going to ship to Europe?". This is a very frustrating situation because I was really looking forward to getting the order and to finally enjoying your products. At the moment I not only lost the money I spent on this order, but I also lost the products I wanted—including the "everything bag" that was a key part of my purchase, as I spent over the $125 threshold to receive it.

I kindly request that you take one of the following actions to resolve this un-nice situation:

A full refund of £126.02 GBP to my original payment method.

A new order containing all the items, including the "everything bag," shipped directly to me in the Netherlands. I can provide a locker box address at my building, where the package can be picked up safely.

As the retailer, your contract is with the customer, and you are accountable for the delivery of the goods, as specified in the UK's Consumer Rights Act 2015. This situation is not my fault, and I should not have to pay for a courier error.

I was SO MUCH looking forward to my products...I hope you can find a solution for this issue.
Thank you for your immediate attention to this matter.

The make up is lovely but I’ve emailed them twice about two separate issues and heard absolutely nothing!

I purchased the Merit Makeup Intro Set and had a fantastic experience from start to finish. The delivery was fast and free, and I was pleasantly surprised to receive a beautiful free makeup bag with my order.

The standout for me was their online shade matching tool – it was spot on! The perfecting complexion stick matched my skin tone perfectly and performed exactly as promised. The textures are lightweight, easy to apply, and give a natural, polished look.

I noticed some poor reviews online, but honestly, my experience was nothing but positive. I wouldn’t hesitate to recommend Merit to anyone looking for high-quality, minimalist makeup. I’ll definitely be purchasing again!

Absolutely shocking customer service. Goods bought in February still have not arrived despite a number of emails back and forth. It is now July. Avoid!

Before Merit was on Sephora, I ordered, as a UK-based customer, and the £7 delivery charge was painful, but the Black Friday/ Cyber Monday reduced prices were very generous!

I used the colour match service on their website, which was very accurate. However, the cream bronzer I ordered arrived in the wrong shade and one of the free gifts I hoped for (the mini signature bag) wasn't sent as they had sold out. The customer service team were so helpful and quick, they immediately put it right, by offering me either a refund or replacement, and they even gave me an honest timeframe for the next delivery and said it could be slightly longer as it was nearly Christmas.

I accepted a replacement in the correct shade, it was fuss-free and they invited me to discard or pass on the incorrect item to someone I know, to save on carbon / postage and packaging. What is more, because the mini bag wasn't available, they kindly sent me a sample of their new perfume, because I said it wasn't available to sample in the UK at that time but was keen to try it.

The replacement and free perfume sample did not take long to arrive and I was so impressed by the service.

Beautiful packaging, my free large bag, and the cream bronzer are my perfect go-to staples. (It has been 6 months and there is still lots left of the bronzer!)

I received a product that I want to return (less than 24 hours later) and since there is no customer service number you have to email Merit so they can "review" the request. It's 3 business days later and the response was to go to the website and do the same thing over again. They are deliberately stalling as I only have a 30-day window. They have no intention of refunding my money or anyone else's.

I recently purchased Merit’s moisturizer, serum, and foundation with high hopes, but the results were disappointing. Despite following the instructions carefully and ensuring my skin was completely clean and free of other products, I experienced severe pilling and every time I applied the foundation, it would roll off, making it impossible to achieve a smooth application. After multiple attempts to solve the issue, I gave the products to my mum—only to find that she had the exact same experience.

To address the problem, I contacted customer service for advice. To their credit, they responded quickly and provided a refund link. However, since I was just outside the 28-day return policy, the refund was not an option, and no other advice was given.

Later, I was sent and email inviting me to leave a review, which I did—giving only one star. However, my review does not seem to appear anywhere and I was unable to find an option for customers to leave reviews directly on their website. Instead, only five-star ratings seem to be visible, raising possible concerns about the transparency of their review system.
While my orders arrived quickly and their refund policy is excellent, customer support and overall product performance left me disappointed.