Hailey Bieber’s Rhode hit with F rating by BBB for lip gloss that ‘smells like mold’ and ‘refusing’ to refund customers

HAILEY Bieber’s skincare and makeup company, Rhode, has been hit with an F rating by the Better Business Bureau after complaints from customers. 

Hailey, 27, launched Rhode in 2022 with skincare products before delving into makeup a year later. 

Though Rhode has made a name for itself in the industry with products like Peptide Lip Treatment and Glazing Milk for hydration, customers have turned to the Better Business Bureau with complaints about the brand. 

Rhode currently has an F rating with the Better Business Bureau. 

One customer complaint from August 2024 read, “I have sent this to the Rhode Team repeatedly. Dear Team Rhode, I am still having this issue, no refund. I was issued a refund on a return last July 23 of $25.86.

"It is now over three weeks later and I haven't received that refund. I contacted customer service twice, still no refund. I am upset. Can someone please fix this?”

Rhode responded to the complaint over a month later, claiming a refund was issued on August 26, 2024. 

Others complained about the quality of the products, as one customer wrote in July 2024, “I placed an order in June and I received it around the 26th of June.

"I immediately emailed Rhode because my lip glosses all smelt like mold and were grainy and my blushes were smooshed and looked like the box maybe had been destroyed in transit. They did not answer me. I sent over 10+ emails. 

“Then I moved over to Instagram to message them and they answered me twice asking to send pictures and then once I answered them, they did not answer back. It's been almost a month with no answers and it's really frustrating because I spent over $230.”

Rhode responded two weeks later, “The customer has reached out to us directly and we have issued a refund per her request. This request has been fully solved.”

Another customer alleged in July 2024, “I made an order for $179.70 on July 7th, 2024. When I finally did receive the order, it was incomplete, I received the phone case and 4 out of 5 of the lip tints I ordered. I was missing my two blushes and one Strawberry Shortcake lip tint that was purchased. 

“The four lip tint I did receive were faulty, three were coming out clear and the guava spritz had the smallest amount of color, so basically clear as well. I’ve sent multiple emails and dms and nothing has yet to be resolved with my order. 

“There's so many other people that have had issues and I’m feeling like this company is just scamming people out of money. I was sent one email from them asking for proof so I could receive replacements. I sent proof pictures and videos, and since then, I’ve received no other responses from the company.”

Rhode's response to the complaint three weeks later read, “The customer reached out to us directly and we have solved her complaint. We have issued a replacement of the missing items she did not receive and her order was confirmed delivered.

"We have also issued a refund for the item that is out of stock and was unable to be reshipped.”

In another complaint, a “loyal” Rhode fan claimed in June 2024, “On February 27, 2024, I ordered a couple [of] products from Rhode. Despite being assured I’d receive them when ordered, I received them late because they were out of stock.

"That's not the problem. The problem is that one of the products (the phone case) caused issues and I emailed customer service and the first person told me they'd send me a replacement. After that, they stopped responding.

“I had another issue with one of my lip treatments exploding (I believe due to the phone case) but have not received a response. I have been constantly ignored despite trying to reach out to the customer service team.

"This is truly heartbreaking considering I love all the products and just wanted my problems to be fixed. I keep receiving an email saying that someone will reach out in two days but it's been weeks and no one has resolved my issue.”

Rhode responded two months later, refusing to issue a refund or replacement, claiming, “Customer reached out to us in June 2024. The order placed was from February 2024. We are unable to issue a refund or replacement of an order past 30 days from when the order is delivered.”

Rhode did not respond to The U.S. Sun's request for comment.

Hailey often promotes Rhode on her social media account. 

EXPANDING RHODE

Despite the poor reviews, Hailey plans to expand her brand.

The U.S. Sun can exclusively confirm Hailey filed a new trademark for Rhode in February 2024, according to the United States Patent and Trademark Office. 

The products under the trademark include, “medicated face cream, medicated skin creams, medicated skin lotions, medicated skin-care preparations, medicated cosmetics, preparations for the prevention and treatment of acne, pimples and spots, medicated patches for the treatment and prevention of acne, pimples and spots, acne removal products, acne cleansers, compresses saturated with medical substances.”

In July 2024, she filed a trademark for Peptide Lip Shape that includes foundation, beauty masks, soap, bath salts, dry shampoo, shampoo, eyebrow pencils, nails, false eyelashes, hairspray and more products.

TAX DEBT

Hailey expanding her brand despite the reviews comes as her husband, Justin Bieber, has been experiencing alleged financial woes. 

The U.S. Sun previously reported the taxes on his $16.6 million desert property are overdue.

In total, Justin, 30, owes $380,349 - half of which was due by October 12th and the other half by April 10th next year. 

The singer also owns a stunning eight-bed, 11-bath estate in Beverly Hills that he purchased for $25.8 million in August 2020. 

But 13 months later, he asked Comerica Bank for a line of credit worth $5 million for the home.

This comes after TMZ reported Justin is "upset" over his old financial team allegedly mismanaging his reported $300 million fortune. 

Aside from business and financial strife, the couple joyfully welcomed their first child together, son Jack Blues, in August.