SmallBizGenius Analysis

Burt's Bees receives mixed reviews, with customers praising the effectiveness of certain products, particularly lip balms and foot cream, while also reporting significant issues with customer service and online ordering. The brand's image as a natural and ethical company is sometimes undermined by complaints about misleading ingredients and poor handling of customer issues.

Category Breakdown

Scores based on analysis of 96 recent reviews

Lip Balm Quality

8.0/10

Many reviewers praise the moisturizing and healing properties of Burt's Bees lip balms, particularly the original beeswax formula. Some users specifically mention its effectiveness in treating dry or chapped lips, with one reviewer stating it "repaired my lips within 48 hrs...not for the first time either, never failed."

25 reviews mention this

Customer Service Issues

2.5/10

A significant number of reviewers report negative experiences with Burt's Bees customer service, citing issues such as unresponsiveness, difficulty obtaining refunds or returns, and unhelpful support representatives. Some customers describe the customer service as "disgusting" and "the worst customer care I have ever dealt with!"

28 reviews mention this

Online Ordering Problems

3.0/10

Many reviewers complain about problems with Burt's Bees' online ordering system, including cancelled orders, delayed shipping, missing items, and website glitches. Several reviewers describe the online ordering experience as "the worst" they have ever had, with one customer stating, "I have ordered online from Burt's Bees several times. I do a lot of online shopping, this has to be the worst website I have ever ordered from."

22 reviews mention this

Product Effectiveness (Other)

7.0/10

Beyond lip balm, some reviewers praise the effectiveness of other Burt's Bees products, such as the foot cream and moisturizers. One reviewer raves, "The foot cream works wonders!! Have trouble with cracked heels, but this stuff took it away in about 2 weeks."

10 reviews mention this

Misleading Promotions & Discounts

3.5/10

Several reviewers express frustration with Burt's Bees' promotional offers and discount codes, reporting that they do not work as advertised or are not honored at checkout. One customer states, "NEWBEE code doesn’t work and the free gift for £25 spend did not activate. Tried to cancel order unsuccessfully."

8 reviews mention this

Product Quality Concerns

4.0/10

Some reviewers raise concerns about the quality of Burt's Bees products, citing issues such as expired items, inconsistent colors, and unexpected ingredients. One reviewer received an expired lip balm, stating, "This company has no qualms about sending its customers expired products."

10 reviews mention this

Pros & Cons

What Customers Love

Effective lip balms for moisturizing and healing Mentioned 25x
"Took me a lifetime of trial and error "different products" to find this..repaired my lips within 48 hrs...not for the first time either, never failed."
Foot cream effectively treats cracked heels Mentioned 3x
"The foot cream works wonders!! Have trouble with cracked heels, but this stuff took it away in about 2 weeks."
Some products work well for sensitive skin Mentioned 4x
"I recently purchased the Sensitive Eye Cream from Burt's Bees online...the customer service that was provided was excellent and friendly."
Wide range of products available Mentioned 2x
"Burts bees do an excellent range of products that really do work! Great gifts for people you love or for yourself! :)"
Quick delivery when ordering direct (in some cases) Mentioned 2x
"I am so glad I did order, I chose standard free delivery, ordered on the Friday and it arrived by courier on the Sunday! So quick!"

Common Complaints

Poor customer service with unhelpful and unresponsive representatives Mentioned 28x
"Disgusting customer service...they hang up on you and keep avoiding the question and passing it off disgusting service would strongly advise to stay away from the company"
Frequent issues with online orders being cancelled or delayed Mentioned 15x
"Ordered product December 14th, 2020 and still not arrived Jan 7, 2021. I paid extra $10 for two day delivery."
Promotional codes and free gifts not being honored Mentioned 8x
"My order was ‘20% off a bundle of 4 items’, which included free gifts of lip balm and cleansing towelettes.The order arrived minus the free gifts."
Products sometimes arrive expired Mentioned 4x
"This company has no qualms about sending its customers expired products. I received an all weather SPF 15 lip balm, which expired in December 2019!"
Inconsistent product quality and unexpected ingredients Mentioned 6x
"!00% Beeswax lip balmThe lip balm smells like Vicks vapour rub, it burns and stings when used on the lips."

Common Questions About Burt's Bees

Answers derived from customer review patterns

Is Burt'S Bees legit and trustworthy?

While Burt's Bees is a well-established brand, these reviews suggest caution when ordering directly from their website. Many customers report issues with order fulfillment, shipping delays, and customer service responsiveness. While some customers have positive experiences with the products themselves, the risk of encountering problems with the ordering process and support is significant. Therefore, it's advisable to purchase Burt's Bees products from reputable retailers or physical stores to minimize potential issues.

Based on 45 reviews

Does Burt'S Bees have good customer service?

Based on these reviews, Burt's Bees customer service is a major area of concern. A significant number of customers report negative experiences, citing issues such as long response times, unhelpful representatives, and difficulty resolving order-related problems. Some reviewers describe the customer service as "horrible" and "disgusting," indicating a lack of effective support and resolution. This suggests that customers may face challenges when seeking assistance with their orders or product issues.

Based on 38 reviews

Is Burt'S Bees worth it for small business?

For small businesses, the inconsistent experiences reported in these reviews make Burt's Bees a potentially risky choice. While the products themselves may be suitable for gifting or resale, the high number of complaints regarding order fulfillment, customer service, and promotional issues could lead to frustration and negative customer experiences. Small businesses relying on timely deliveries and reliable support may want to consider alternative suppliers with a more consistent track record. The potential for ordering problems and poor customer service outweighs the benefits for many SMBs.

Based on 20 reviews

What is Burt'S Bees' return policy like?

The reviews suggest that Burt's Bees' return policy can be problematic. Several customers report difficulty obtaining returns or refunds, even when there were errors with their orders. Some reviewers claim they were denied returns altogether, while others faced lengthy delays and unresponsive customer service when attempting to initiate a return. This indicates that the return process may not be straightforward or customer-friendly, potentially leading to dissatisfaction and frustration.

Based on 12 reviews

Why does Burt's Bees lip balm sometimes cause irritation?

Some reviewers report that Burt's Bees lip balm, particularly those containing peppermint oil, can cause irritation or a burning sensation. This is likely due to the peppermint oil, which can be sensitizing for some individuals, especially those with sensitive skin or allergies. One reviewer mentioned that the peppermint was "so irritating." Customers sensitive to peppermint or other essential oils should consider opting for Burt's Bees lip balms without these ingredients.

Based on 7 reviews

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