I have a few Ilia products and really rate them however I had a small issue with one of their lip sketch crayons so contacted them to ask if anything could be done. WOW, without any further correspond... Mehr ansehen
Unternehmen hat geantwortet
Wir überprüfen keine spezifischen Behauptungen, da die Meinungen der Bewerter ihre eigenen sind. Wir können Bewertungen jedoch als „verifiziert” kennzeichnen, wenn wir bestätigen können, dass eine geschäftliche Interaktion stattgefunden hat. Mehr erfahren
Um die Integrität unseres Portals zu schützen, überprüft unsere automatisierte Software alle Bewertungen – unabhängig davon, ob sie verifiziert sind oder nicht – rund um die Uhr. Diese Technologie identifiziert und entfernt Inhalte, die gegen unsere Richtlinien verstoßen, wie zum Beispiel Bewertungen, die nicht auf einer wirklichen Erfahrungen basieren. Uns ist bewusst, dass wir möglicherweise nicht alles erfassen, doch Sie können uns jederzeit problematische Inhalte melden, die wir Ihrer Meinung nach übersehen haben. Mehr erfahren
Das sagen Bewerter
The Ilia products are so thoughtfully crafted. Beautiful formulations for aging skin types. The SPF serum and fo7ndations are beautiful and well worth the cost. And if thats not good enough to get you... Mehr ansehen
Unternehmen hat geantwortet
They truly have The best customer service I've ever experienced. Tavonia was so helpful and kind and quick to reply. I definitly recommand Ilia Beauty!
Ilia products are great, but their delivery system is the worst ever. Packages always seem to take forever and tracking is terrible. Once I watched a delivery person just throw a package several yard... Mehr ansehen
Unternehmen hat geantwortet
Unternehmensdetails
Vom Unternehmen geschrieben
ILIA is clean, skin-centric beauty. Wake up skin. Makeup the rest.
Kontaktinformationen
1100 S Coast Hwy, Ste 318, 92651, Laguna Beach, Vereinigte Staaten
- info@iliabeauty.com
- iliabeauty.com
4,3
Hervorragend
205 Bewertungen
Hat 88 % seiner negativen Bewertungen beantwortet
Antwortet meist innerhalb von 1 Woche
So nutzt dieses Unternehmen Trustpilot
Erfahren Sie, woher die Bewertungen stammen und wie sie ausgewertet und moderiert werden.
Five stars for Tavonia!
Tavonia went above and beyond to help fix my issue. She was kind, professional, and made an overall pleasant customer service experience. Even though the product I needed was sold out, she found an alternative solution that was even better than I hoped for!
9. September 2025
Bewertung ohne vorherige Einladung
Antwort von ILIA Beauty
Thank you so much for sharing your experience! We’re thrilled to hear that Tavonia was able to go above and beyond to support you. It’s wonderful to know she provided such kind and professional care, and that she found a solution that worked out even better than expected. We’ll be sure to pass along your kind words to her— feedback like this means so much to our team!
Shipping
Inaccurate shipping times. Difficult customer service. There is no means to contact the company by phone. I ordered my items over two weeks ago and was never sent any shipping confirmation by email nor did it show up on my account. I had to contact customer service to receive it. My order was frozen for a couple weeks. Edit: Ilia did take action and helped once I contacted them and made things right.
8. September 2025
Bewertung ohne vorherige Einladung
Antwort von ILIA Beauty
Thank you for reaching out and for sharing your experience with us. We’re so sorry that your order hasn’t been moving through transit as it should and that our team didn’t catch this right away. We completely understand how frustrating this must feel, especially after already waiting for your package and not receiving timely updates.
Please know we’re taking care of this today and will resolve the issue as quickly as possible so that your order can get to you without any further delay. Our team is actively working on it now and will keep you updated along the way until it’s in your hands.
We truly appreciate your patience and understanding, and we’re committed to making this right for you.
Absolutely shocking
Absolutely shocking! Placed an order for a number of items costing quite a bit of money. Order did not ship. Sent two emails asking where my order is, which were completely ignored. Eventually get an apologetic reply from Julia saying they are having issues in the warehouse and will despatch my order as soon as possible. I wait for a while, still no notification of shipment, so I ask for a refund. I get an email saying they cannot refund my money because the order is now being processed. I write back saying great, when can I expect to receive my order?, they don’t know because the order cant ship due to an issue they are having?!?!?!. As it stands they are refusing to refund me because it’s in “process” but also unable to send my items. If you are a fan of Ilia I strongly recommend you avoid dealing with them directly!
UPDATE: Ilia have now refunded me and went out of their way to rectify the situation so updating my review
5. September 2025
Bewertung ohne vorherige Einladung
Antwort von ILIA Beauty
We’re truly sorry to read about your experience and the frustration it has caused. This is not the level of service we ever want our customers to go through. We recognize that the communication and resolution fell short of your expectations, and for that, we sincerely apologize. Please know that we take situations like this very seriously, and we are working hard to prevent them from happening again. Our systems recently went through an update, causing more delays than usual. We've raised these concerns to the proper teams, and they've created action plans for the future.
We hope to serve you again in the future with a more positive experience. Your feedback is truly valuable.
Incredibly slow dispatch time!
Never had a company take so long to process and dispatch an order. It has been 5 working days and no further updates. I have emailed customer services but to no avail. Judging by other comments, this seems to be an issue they are having. Will order via SpaceNK or Sephora in the future if at all.
28. August 2025
Bewertung ohne vorherige Einladung
Antwort von ILIA Beauty
We’re so sorry for the frustration this has caused and completely understand how upsetting the delay must be. We responded to your email within 2 hours of receiving it today, please check your spam for a response from support@iliabeauty.com.
Our team has promised to follow up and keep a close eye on your order to ensure it ships as soon as possible.
Thank you for your patience—we truly appreciate it and are committed to making this right.
Customer service was fantastic
Customer service was fantastic! I love their makeup and company!
25. August 2025
Bewertung ohne vorherige Einladung
Antwort von ILIA Beauty
Thank you so much for your kind words! We’re thrilled to hear you’re loving both our makeup and our customer service—it truly means the world to us. We’re grateful to have you as part of our community!
The Ilia team is very dedicated.
Giam who works for Ilia, was so helpful when I realized I actually ordered the lip crayon through a different provider. Giam kindly sent me the matching sharpener so I can continue using it. What a pro!
21. August 2025
Bewertung ohne vorherige Einladung
Antwort von ILIA Beauty
Thank you for sharing this thoughtful review! We’re so glad Gian was able to step in and make sure you had what you needed to enjoy your Lip Crayon. We’ll be sure to pass along your kind words— they’ll mean so much.
Kortnii at Team ILIA to the rescue
Kortnii at Team ILIA to the rescue! I was so bummed when the first delivery was not actually at my building. When I reached out to support, Kortnii was swift to assist me with a reorder and when that did not come she was sure to do another reshipment and personally kept an eye on it. The products came and I love them. Thank you again, Kortnii for helping me, I really appreciate it!
20. August 2025
Bewertung ohne vorherige Einladung
Antwort von ILIA Beauty
Thank you so much for sharing your experience! We’re so glad Kortnii was able to step in and make sure your order got to you safely. We’ll be sure to share your kind words with her— she’ll be so happy to know her care and persistence made a difference. We’re thrilled you’re loving your products and grateful to have you as part of our community!
excellent customer service!
excellent customer service!
21. August 2025
Bewertung ohne vorherige Einladung
Antwort von ILIA Beauty
Thank you so much for your kind words! We’re so glad you had an excellent experience with our team.
Shockingly SLOW Picking & Shipping
I ordered quite a few Ilia products back in 2023. The blush & eyeliner were ehhh, but the eyeshadows & lip balms were truly lousy (both formulas & shades). I found another clean beauty company (RMS Beauty in Charleston SC) whose clean cosmetics & skincare are so fantastic, I've invested heavily in them for over a year now. Regardless, I placed a small order on 5 August 2025 with Ilia for their only item I actually like (the one cool-toned lip shade they offer). I was surprised that they wanted to charge an extra $1.67 for a "shipping guarantee," which I opted out of. Welp, my package (ordered 5-Aug-25) finally shipped on 11-Aug (and only after I emailed Ilia to ask what was going on with my order). My order finally arrived on 18-Aug. Ilia's using a company called "Cirro Commerce" for this snail's pace shipping, which is probably a great deal for them, but it's not optimal for us, the customers. Suffice it to say "lesson learned." Never again.
17. August 2025
Bewertung ohne vorherige Einladung
Antwort von ILIA Beauty
Thank you for taking the time to share your experience with us. We’re truly sorry for the delays and frustration you experienced with your recent order. Normally, orders ship within 3 business days, but our warehouse ran into unexpected system delays that impacted your shipment, and we regret the inconvenience this caused.
We’ve also recently switched carriers, and we’re actively noting all feedback like yours to share with the appropriate teams as we work to improve both speed and communication. Your input is incredibly valuable to us, and we’re grateful you shared it.
I love Ilia products and I have been…
I love Ilia products and I have been using them for years.
I am very disappointed though ordering from their website directly…
I placed an order 4 days ago and I was hoping for my items to get shipped as they say on their website - 2 or 3 business days.
I emailed their team and I have not heard anything back. I am going on holiday soon and need the package to come before I leave, I would have not ordered if their website stated something different.
I think I might need to just buy the products somewhere else and once this one comes I will return it.
Just a waste of time and the communication has not been great.
14. August 2025
Bewertung ohne vorherige Einladung
Antwort von ILIA Beauty
Thank you so much for being a loyal ILIA customer over the years. We’re truly grateful for your support. We’re very sorry for the stress and disappointment this order caused, especially because you were going on holiday. Waiting without clear communication is frustrating, and we regret that this was your experience ordering directly from us.
We see the issue has since been resolved, but your feedback is incredibly valuable and will help us improve both our shipping expectations and communication moving forward. We truly appreciate you sharing this with us and hope you have a wonderful holiday.
They helped a sister out
Love the new soft focus blurring blush!! When I dropped it just 2 days after opening it, I was so sad. I reached out to customer service to see if there were replacement options and they hooked me up! Happy customer here.
14. August 2025
Bewertung ohne vorherige Einladung
Antwort von ILIA Beauty
Thank you so much for sharing this kind review! We’re so glad you’re loving the new Soft Focus Blurring Blush, even after a little mishap. Our team was happy to help get you taken care of, and it means so much to hear you’re a happy customer. We appreciate you being part of our community!
Awful customer service
I ordered a large quantity of products from Ilia exactly a week ago, spending a significant amount of money that I was given as a birthday gift. Sadly one week later, after sending them multiple messages from their “contact us” page on their website and socials I still have not had any updates on my order. Delivery should have been 2-3 days and I’ve not even had an email to say my order has been dispatched 5 working days later. Suffice to say for a brand that is costly I would expect better communication and customer service. Sadly I don’t think I’ve ever recieved worse customer service from any other brand!
I was running out of foundation and excited to try their skin tint serum, but have had to go out and spend even more money on another foundation from a different brand which completely negates the point! I’m extremely disappointed and sadly if this is how they treat their customers I will not be buying from them again and hope my order either arrives or I receive a full refund. It’s terrible that it has resorted to me complaining on this website which I have never had to do before.
7. August 2025
Bewertung ohne vorherige Einladung
Antwort von ILIA Beauty
Thank you for taking the time to share your experience with us. We’re truly sorry to hear how disappointing this has been, especially since your order was meant to be a birthday gift to yourself. Waiting without updates is incredibly frustrating, and this is not the level of service we want to provide.
We understand how inconvenient it was to have to purchase another foundation elsewhere, and we regret that we let you down. Your feedback is important, and we’ll be working hard to improve communication so experiences like this don’t happen again. Thank you again for your patience, and we hope you are enjoying your foundation.
I ordered some make up for my holiday…
I ordered some make up for my holiday following cancer treatment I wanted something clean and non toxic. I ordered 3 days ago and I have heard nothing. My order is not shipped. I have emailed them. I got one response saying they’d help. The another saying no one is available to help. And now radio silence. I spent £80 for no reason as I doubt it’s going to get here now in 2 days. I am beyond disappointed.
Edit. I am changing my one star to three as my order just came wahoo!
The only reason it’s still only 3 is because communication was poor when I was trying to find out if it was coming. But I am super happy it came in time so 1 star is no way necessary
13. August 2025
Bewertung ohne vorherige Einladung
Antwort von ILIA Beauty
Thank you for updating your review and sharing your experience with us. We’re truly sorry for the stress caused by the lack of communication around your order— especially when timing was so important. We’re relieved to hear your package arrived in time for your holiday, and we’re glad you can enjoy your makeup during such a meaningful moment after your treatment. Your feedback is invaluable, and we’ll be working on improving our communication so future experiences feel smoother. Wishing you the very best on your holiday and beyond.
Delivery slow and responsiveness initially slow
Ok, although my initial experience with ILIA was less than satisfactory, and I experienced a lack of responsiveness - since I have written my review they have been more than helpful so I am updating my opinion.
They've actually gone above and beyond to make sure I have received my order, and also, due to being unhappy with the colour hue of my free gift, (it stated a neutral shade but it was very pink) they actually made an exception and sent me a different colour. This customer service is actually excellent, and their replies have been so swift since complaining. So, I think it's only fair my new review reflects this. Thanks.
6. August 2025
Bewertung ohne vorherige Einladung
Antwort von ILIA Beauty
Thank you for taking the time to write a review. We're sorry for the delay and the lack of communication you’ve experienced— we completely understand your frustration, especially since you placed your order expecting it to arrive within 2–3 days. Our warehouse recently encountered unexpected system errors that caused processing delays, and we apologize that this wasn’t communicated to you sooner.
We’ve been working hard to follow up with all affected customers as quickly as possible, and we’ve requested more information here in Trustpilot, so we can ensure you’re taken care of. We truly regret the inconvenience and disappointment this has caused, and appreciate your patience while we work to make it right.
Update 8/13/25: Thank you so much for sharing more information. We see you are communicating with one of our Support Specialists. Again, we sincerely apologize that this happened with your order and for the lack of communication. It's not the experience we want you to have. Our warehouse has since fixed the issue, and it shouldn't happen again in the future. Our team also continues to work diligently and improve response time. We are here if you need any further support.
Order meant to arrive after 2-3 days - 5 days later still not dispatched
Placed two orders August 6th - absolutely nothing has moved since, they both just say ‘unfulfilled’. Their website says delivery in 2-3 days and they haven’t even been dispatched yet!
6. August 2025
Bewertung ohne vorherige Einladung
Antwort von ILIA Beauty
Thank you for sharing your experience with us, and we're truly sorry for the delay and frustration this has caused. Our warehouse recently experienced unexpected system errors, which impacted order processing and caused some shipments to be delayed. They typically ship in 1-2 business days, and arrive within another 2-3. We understand how disappointing this must be, and it’s never the experience we want for our customers.
Please know we’re working hard to follow up with every affected customer as quickly as possible. We've requested additional information here in Trustpilot, so we can make sure you’re fully taken care of. We appreciate your patience and understanding while we work to resolve this.
Update 8/13/25: We see your orders were processed and delivered. One of our support specialists has followed up with this information as well. Again, we sincerely apologize that this happened with your order. It's not the experience we want you to have. Our warehouse has since fixed the issue, and it shouldn't happen again in the future. We are here if you need any further support.
Fantastic customer service from Gian 🌟
Fantastic customer service from Gian 🌟
6. August 2025
Bewertung ohne vorherige Einladung
Antwort von ILIA Beauty
Thank you so much for the kind words! We’re thrilled to hear you had a fantastic experience with Gian— we’ll be sure to pass along your shoutout. If there’s anything else you need, we’re always here to help!
Delay in delivery followed up with great client support
I made an online order and received confirmation that it was shipped and on the way. A week passed and still no package so I tracked my order only to find out there was some type of delay. The shining light in all of this was Natalie. When I reached out to try and figure out what the problem was, Natalie was there every step of the way. Her responses were prompt. She was professional and more importantly, there was a warmth and kindness that, in my humble opinion, is pretty hard to convey over emails. She acknowledged the issue and provided options she thought would work best for me. Natalie is a great communicator and I truly appreciate all of her attention and help. I love the idea of clean makeup and I love it even more when great makeup goes hand in hand with great people. Thank you, Natalie!
4. August 2025
Bewertung ohne vorherige Einladung
Antwort von ILIA Beauty
Thank you so much for your kind and thoughtful review! We're sorry to hear there was a delay with your order, but we're so glad Natalie was able to turn the experience around for you. We couldn’t agree more— she’s a true gem, and it means a lot to hear her warmth and care came through in her emails. We’ll be sure to share your kind words with her and the team. We're so grateful for your support and excited to have you as part of our clean beauty community! We look forward to helping you in the future, Stephany.
Excellent customer service
I dealt with Tavonia regarding a refund of a product that my daughter was unable to use (she found out just after ordering). Amazingly this was no problem and dealt with very professionally. Would definitely reccommend due to excellent customer service :)
1. August 2025
Bewertung ohne vorherige Einladung
Antwort von ILIA Beauty
Thank you so much for your kind words! We're so glad Tavonia was able to support you with the refund, and we truly appreciate you taking the time to share your experience. We’ll be sure to pass along your lovely feedback to her. Thanks again for recommending us!
I placed an order (ILIA2649884) and…
I placed an order (ILIA2649884) and very quickly asked to return it so I asked within the 30 days. I've sent four emails now and getting no response so I don't know how I am supposed to return all my unused items. I haven't touched them. Your return policy says that I can but I am being ignored. I have proof that I asked multiple times for this return within the 30 days.
Please tell me how to return all of my order. What is the address.
Edit - just to note I have emailed the "info" and "supportuk" at iliabeauty.com (it won't let me put the full emails down). The strange thing is that I noticed last time I emailed supportuk I got an automated email back saying you'll reply within four working days, however this time I have received no automated emails back so I am worried you are not receiving my emails. As mentioned, I can screenshot the fact that I have emailed you multiple times within the 30 days. I don't want to be told I'm over the 30 days because I have emailed the correct email address.
3. August 2025
Bewertung ohne vorherige Einladung
Antwort von ILIA Beauty
Thank you for your review— we're truly sorry for the frustration caused since you haven't heard back from us.
We’ve looked into it, and we’re unable to locate any of your emails on our end. It’s possible they didn’t come through due to a technical issue, and we completely understand how worrying that must be, especially since you’ve made multiple attempts and were careful to reach out quickly.
Please rest assured that we’ll absolutely honor your return request, and someone from our team will be in touch shortly to assist you directly with the next steps. We really appreciate you taking the time to explain what happened, and we’re here to help make this right.
The mascara wand is an epic fail
I really appreciate the clean credentials of Ilia's Limitless Lash mascara and I was excited to try it. However, I have no way of assessing how effective it really is because the wand is so defective. One side is a comb and the other is an attempt at a brush. This means you have to check before each application which side you're using. And then you have to be really careful to keep the side you want in position. This is fiddly enough for anyone, and makes application unnecessarily unpredictable and time-consuming, but it's extra difficult if you wear glasses/lenses. I have to keep putting my glasses on and taking them off to see what's happening. On one occasion, after only a few uses in, the wand got the better of me and scratched my eye. I had to leave my lenses out all day and wear my glasses which was a pain on one of the hottest days of the year! I haven't dared use the mascara since and I feel like I've wasted my money. I won't be buying it again unless the wand is changed.
26. Juli 2025
Bewertung ohne vorherige Einladung
Antwort von ILIA Beauty
Thank you so much for taking the time to share your feedback— we appreciate it, and we’re so sorry to hear about your experience with the Limitless Lash Mascara.
While there aren't plans to change the dual-sided wand design, we understand it’s not the right fit for everyone. It was designed to offer both length and separation, but it definitely shouldn't feel uncomfortable or overly complicated to use, especially not to the point of causing any discomfort. We’re truly sorry to hear it scratched your eye.
If you're still open to trying something new, you might prefer our Fullest Volumizing Mascara, which has a traditional bristle brush and a more straightforward application.
We recommend reviewing the return policy from your point of purchase— many partners, and if purchased on our website, issue refunds even if the product has been lightly used.
Again, we really value your feedback and are sorry this experience didn’t meet your expectations. If you have any other questions or need help along the way, we're here.
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