Bluemercury

I was very pleased with my experience and received help right away. I would particularly recommend Jeannie for makeup—she shared wonderful tips and tricks for achieving a natural look. She was incredibly knowledgeable, patient, and took the time to understand what I was looking for. Her guidance made the process easy and enjoyable, and I left feeling confident and well taken care of.

Unfortunately, our experience at this Blue Mercury location was far below the standard expected from a brand positioned in the premium segment. Throughout our time in the store, the sales associates were more focused on chatting among themselves than on assisting customers. We were actively trying to make a purchase and had to ask for assistance more than three times, which already indicates a serious service failure. When we were finally acknowledged, the sales associate’s attitude was arrogant, unwelcoming, and completely misaligned with any concept of hospitality or customer-centric service. What makes this situation even more disappointing is that we fully intended to purchase multiple products, but ultimately decided not to proceed due to the way we were treated. In a high-potential area with a discerning clientele, this type of behavior not only impacts immediate sales but also damages the brand’s long-term reputation. I strongly recommend that management review staff training, team posture, and overall focus on customer experience, as the current level of service does not reflect the quality one would expect—especially given the location and the customer profile. Customer service is not just about selling products; it is about welcoming, listening to, and respecting the customer.

So what I thought was a good deal turned into be a major headache! I've been on the watch for a fragrance sale and found that Bluemercury sale was better than Nordstrom although I'm an avid Nordstrom shopper. I decided to order 3 Parfums de Marly Paris fragrances at a discounted price. I was expecting the package to arrive in the evening but it showed delivered at an earlier time than expected. When I arrived home I could not locate my package at all and from the photo provided by UPS it did not show what building or door the package was left in front of. I immediately contacted Bluemercury who was less than helpful and quite rude and condescending. I was immediately told they will not help me with a UPS claim although they are the one responsible for initiating a claim, because the package was shipped from their account. In a smug condescending way I was asked about the price point of my package and advised that Ashley in upper management stated Blue Mercury would "ABSOLUTELY"not help me. After speaking with UPS they were able to verify that the photo provided was NOT proof of delivery and that could not identify exactly where the package was left. I was told directly by UPS that the merchant needed to file the claim so the investigation will be administered and a refund will be paid out to BLUEMERCURY not me as I'm not the shipper. I called BlueMercury again who was still not helpful or understanding at all. I was advised to call my credit card company and put in a dispute instead of them doing their diligence to file a claim with UPS. When you contact customer service the intro states the place for Honest, Friendly & Luxury beauty shopping. I received none of the listed. The solution was not a honest approach to the situation nor what is required from a business, Friendly was definitely not on the call with me and Luxury was questionable since my purchase amount was questioned in a condescending way. If this is a hub for Luxury beauty why is it surprising that my purchase amount reflected that? Nonetheless I would never shop with this store again or even step foot inside any of their brick & mortars located through out the city. A brand that has several locations inside the heart of New York City, should be aware of known issues. Packages being misdelivered or stolen is not surprising living in NYC these issues should be met with a little empathy and helpfulness. It would have took nothing for Bluemercury to start a UPS claim and if that investigation was not in favor, they could've relinquished the information and THEN advised me to file a credit card dispute. Horrible company that is not worth the risk! customers need reassurance and real solutions when purchasing from merchants that sell high price goods. If anything happens to your order this company WILL NOT HELP YOU.

I walked in this store because I could not find a competitor’s store. I am so glad I found this instead! In this store I received personalized service. I forgot what that was like. The associates at this location were approachable, kind, personable, and extremely helpful. They are the reason I doubt I will be shopping the competitor again. Thanks ladies you were awesome!

Had a great experience that prompted a review. Went in looking for a better shade in a foundation I love. A sales associate spent time looking up and testing to find the right shade. She had to open product to test on me but sold me a new, unopened product. To me that is excellent customer service.

I have to echo the reviewer below who complained about making a return. I was refused a return from my unopened and unused products because, according to them, the products are higher priced, thus I need to return them at the store I originally purchased them. No where on the return policy does it state that products must be returned to the original store if over a certain amount. Usually new and unopened products are ideal to return since the store can resell them. Not this store. The embarrassment I faced when I was explained this made me feel like I did a disservice. More clarity and transparency is needed with their return policy. I refuse to step into this store again and show face. I will not patronize this store anymore. Buyer beware if you decide to make a return.

In NYC when you return a product within the grace period allowed by the company, it should be refund in the same way it was paid. After arriving at 10:30 am to return a product I was told the store had no cash for the refund and they told me they had to go to the bank. I told them I was returning at 2 pm for my lunch break. At 2:10 pm, I was again told that they had been to the bank but they had no cash. Finally, I received a call to come to get my refund. To my disappointment, they offered me a partial $ 50 in cash and the rest in a gift card. They never told me that at the very beginning. If the store cannot provide cash-refunds they should not accept cash payments. I’d like to report this to @nycmayor of this unlawful practices. ‘Businesses must conspicuously display their return policy at each register, point of sale, or store entrance. The policy should include all conditions, limitations, and fees associated with returns’

This is the BEST Bluemercury in Manhattan!! The store is fully stocked and is in a great location. Anita was exceptional! She introduced me to new products and took great care of me! I can’t wait to return.

I go across the country, and Bluemercury is still a disaster. I walk in, and although there were a couple of associates with customers, there were also a couple who were not, blatantly going out of their way not to assist. One was leaving a voicemail about an upcoming promotion, and even made eye contact, but once off that call, she completely ignored me. She was also sitting on one of the chairs so I wasn't sure at first if she was a customer, but it then became apparent she was not. I had a question about some of the Skinceuticals, but I now know not to bother with majority of bluemercury stores even though they carry a decent amount of stock. From California to Nevada now to here, it's a failed situation no matter where I go.

Very, very disappointed !!! I purchased several lipsticks in the same shade. Turned out to be spoiled (smelled like crayons). I contacted customer service, but received no response. Will never shop there again.

This review is actually about the manager of this Flagship store manager, Joann and her amazing customer service. I had made a rather large on line purchase as I had watched a zoom program on their site and really enjoyed the program. After which I decided I wanted to try the products recommend so I placed the order. When the products arrived they were damaged. I took pictures and sent an email and didn't receive a response. I emailed again notifying them I would be returning the merchandise. To get back to Joann , I had a terrible experience with on line customer service so in desperation I called the flagship store in NYC and was so lucky to have her answer the phone. I explained to her what happened and though she was with customers she got back to me just as promised as soon as she was finished. She listened and completely understood my situation and more than made up for the poor on line customer service by saying she would contact them herself and get back to me ASAP. That's exactly what she did! My account was credited immediately and she was a dream at customer service. I couldn't have been more pleased. If it wasn't for her amazing empathetic and wonderful service this review of the on line service would be one star.

This store and their employees, particularly Michael are so helpful: knowledgeable, attentive, and kind. I left pleased with my purchase, but even more so my experience!

I went to this location since they were the only Bluemercury that had the LED mask in stock that I was looking for. I was helped by two sales associates and they were so friendly! You know that feeling when you're in a small store and an associate hovers around you? I definitely did not experience that here, so I appreciate that. The sales associates we knowledgeable and seemed sincere. Also, not a huge incentive, but I appreciate the samples Bluemercury typically gives.

I am APPALLED by how I was treated at this location by the SAs, and frankly, despite a bulk of them being women of colour, would not recommend other women of colour come to this location (I've never had issues at Flatiron, and would recommend that store instead). I took a short break from the office today to pop in and look at some blushes I'd been eyeing. Two saleswomen kept gawking at me and one repeatedly kept asking if I knew the brand and how much it cost because "sometimes people don't know and experience sticker shock," and kept referring to me to other SAs as someone who was "just playing," (and that too, rather disdainfully). I really don't appreciate being judged in this way, especially the SAs insinuation that I couldn't afford this product (which I very well can). Employees here need a real attitude check.

I went to this location yesterday (located in the ground floor of the New York Hilton Midtown), and they could not have been more helpful and professional! I normally get very good service from the sales associates in any Bluemercury location that I stop in at (they're all very helpful and friendly), but this one was the best. I was looking for a very hard to find brand that's not at all locations, and they had it (Chantecaille). I wish I'd gotten the names of the women who helped me, but they were all fantastic. I work way downtown, and I live in Queens, so midtown isn't one of my regular stops, but this location is worth going out of the way for. I'd also rather give Bluemercury my business over Sephora and Ulta if it's a brand they carry there.

Brooke was seriously amazing. She took time to make me feel welcome to New York. 100% genuine and honest about the products. Give her a call.

I was never a bluemercury shopper, until I found the M-61 line. The products are wonderful. The in-store experience in NYC is usually excellent. The online experience is horrible--promises that aren't kept, rudeness, using Covid as an excuse (while Sephora and DermStore answer their phones normally), not responding to emails. After 2 emails, I held on the phone for 31 minutes and was then cut off. Even though they have one superior product line, I feel as though they really don't want my business.

Underwhelming. 1st time in one of their stores. It was a not busy Saturday. Went in specifically for a certain product. No greeting, no engagement from the sales people standing around. Not interested in letting me know what they are all about or the many brands they carry, or about the services. Checkout experience fine. Not sure I need to go back. Can find the product I wanted elsewhere.