Review Time
I love everything about Jones Road Beauty.  Phenomenal customer service, they mean it when they say satisfaction guaranteed. Superb quality in every product that I have purchased and I have bought a lot over the last couple of years. Switching to this product line has been a game changer for my early 50’s skincare routine. My favorites include: miracle balm in most colors but especially Au Natural for base, just a sec for eyes, shadow sticks, brow pencil and shimmer oil. Customer service has been phenomenal from start to finish and even beyond when I’ve had questions!
I was a longtime fan of Bobbi Brown, so I was genuinely excited to try Jones Road Beauty. Unfortunately, after just one use, my entire face erupted into the most severe rash I’ve ever experienced. It was immediate, painful, and alarming. Weeks later, I’m still dealing with the aftermath and trying to repair my skin.
What’s even more concerning than the reaction itself is the complete lack of response from customer service. I’ve emailed multiple times explaining exactly what happened and asking for help, and I have received no reply whatsoever. When a customer reports a serious skin reaction, the bare minimum should be acknowledgment and concern.
It’s incredibly disappointing and honestly alarming that a brand built on trust and “clean” beauty would ignore a customer describing this kind of experience. Between the severe reaction and the silence from their support team, I cannot recommend this brand.
Buyer beware — I strongly suggest avoiding this company.
I sent this email to the Jones Road Beauty brand stating that I had not received the item ordered on December 12, 2025:
"Hello,
I am writing regarding Order #5545001, shipped via UPS under tracking number 1ZRJ70536821983310, which was returned to the sender and never delivered.
The delivery address provided at checkout was correct. The return resulted from a logistics/formatting issue, which does not fall under the customer’s responsibility.
As the goods were not delivered, the contract was not fulfilled, and the delivery risk remains with the seller until the consumer receives the goods.
I therefore formally request a full refund of the total amount paid, including shipping costs, to the original payment method.
Please confirm the refund and the expected processing timeframe."
Today is January 28, 2026, and I have not received any response. Since the first email, I have sent about 4 emails to get a refund and still no response. DO NOT BUY FROM THIS WEBSITE. For over a month I have not seen either the product or my refund. And the shipping company they selected told me that they had already received the product back.
Horrible experience!!!! If I could give zero stars, I would. I don't recommend anyone buy from here!
I honestly didn't expect to receive a reply after sending in a picture and asking for product suggestions. However, I was pleasantly surprised by the detailed response I received. Thank you for the personalized assistance!
I would have rated it 5 stars if it hadn't taken so long to get my order, but I can't complain about the customer support I received throughout the process. The product is amazing, and I'm very pleased with it. I will certainly be a returning customer.
I'm really impressed with the makeup and blush! They appear very natural. I noticed that the makeup can settle into my wrinkles, so I avoid applying it in those areas. If anyone has tips on how to prevent this, I'd love to hear them. Unfortunately, the makeup brush didn't suit my needs, but I appreciate the quick refund for it.
The delivery information on their website is misleading. A month later I have not received my PREPAID order (EU resident). After raising concerns and mentioned reporting them to the EC Consumer Protection authorities, the delivery times on their site were quietly changed. Their responses have been condescending, and I feel I’m being strung along.The company claims an attempted delivery, but I never received any notification, tag, or contact information from their delivery service. There are no phone numbers for either the company or the courier, which is very concerning and raises questions about transparency. I even provided an alternative address with 24/7 on-site security, yet I began receiving alerts that my order was “held in shipping” — the same order they claimed they couldn’t deliver just a day earlier. The tracking page stopped updating days ago. This is unacceptable. I am filing a formal complaint with the European Consumer Protection authorities and initiating a payment dispute through my bank.
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