Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed my order (IVOUS-663180) on December 4th and it still has not shipped. After a week of not being shipped I called and was told it can take 5-10 business days to process before shipping. The customer service agent also said this order was on track to arrive before Christmas. I waited. Still no shipping/tracking info. I called again, all the sudden the phone wasnt working. So I kept calling, over and over and over until surprise surprise someone answers. They apologized, said it was passed the date it shouldve shipped, said theyll contact the warehouse and I should absolutely getting shipping info this week and it should only take a couple days to ship to me because of where Im located. Cool. I wait, now this week is over and still no shipping info. They did however email me and let me know the chair I ordered in this order is out of stock and gave me options 1. Pick a different color 2. Take store credit 3. Refund I OBVIOUSLY chose refund because this company is clearly trash. I also stated that Im STILL waiting on my shipping info. I emailed back almost immediately. That was hours ago still no response. I called the phone line, now theyve added a voicemail option after it rings twice. I kept calling and calling like before but after calling a bunch now the call wont even go through and it says user busy. So I tried on my work phone instead and that one allows the calls to go through so theyve essentially blocked my number on my other phone. So now Im going to have to contact my bank and inform them Ive been scammed because these people wont just send my f****** order out. This was a $1600 order. **************** should be ****** better for having spent so nuch. The lady tried to blame the holidays but clearly this is a year-round issue. If production cant keep up with sales, stop selling items until they can catch up, this is INSANE.

  Business Response

  Date: 12/23/2024

   

   

  Hello **** *****,
  

  Thank you for reaching out to the Impressions Vanity Company team.
  

  After reviewing your order, I see that we previously sent an email regarding the chair included in your order. Unfortunately, the item is currently out of stock. Ive also located your email requesting a refund for the chair, and I will process that accordingly.
  

  Additionally, I will ensure the warehouse ships out the remaining items in your order promptly.
  

  Thank you for your patience, and please dont hesitate to reach out if you have any further questions or concerns.

  Customer Answer

  Date: 12/23/2024

  This is a non-answer answer. Youve been saying for over a week now that my order will be shipped out promptly so Im going to need a specific date that my items will ship, because my next course of action is contacting my bank and reporting fraud. I ordered this item on the 4th and it is now the 23rd. WHEN IS IT SHIPPING?????? IT SHOULDVE ALREADY SHIPPED. You cant just keep saying its essentially going to ship soon, but not actually give me a date or ship my items. If my order is not shipped out this week I will be escalating the issue. 

  Business Response

  Date: 12/24/2024

   

  Hello **** *****,

   

  Again, I am so sorry that the order was not shipped.  I have reached out to the fulfilment team to have this order shipped out.  

  Due to the dely, I would like to offer you compensation of a free chair.  Please let me know what intrest you and befor the order is placed I will make sure to pull the item so it can be shipped out. 

  Thak you for your patience. 

• Initial Complaint

  Date:12/20/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Made purchase on 11/30/24 Purchase total- Made purchase before a special, stating that if you order before a specified deadline, you would receive your order before Christmas. Since I ordered before this promotion, my order should take precedence. How can they make these claims when there are still outstanding orders?Tried to contact customer service. Their phone rings for a bit and then it gets declined. They want you to respond to them on ******** Messenger but they do not respond. There are several others who have also not gotten their orders and have also not been able to contact Impressions

  Business Response

  Date: 12/24/2024

   

   

  Hello ******** ********,
  Thank you for contacting the Impressions Vanity Company support team.
  Upon reviewing your order, I see that your items were delivered on 12/22/24, except for the Hello Kitty 50th Brush Set.
  If you would like to replace this item, please respond to the email we sent regarding this issue.
  We appreciate your patience, and if you have any further questions, please dont hesitate to reach out.

• Initial Complaint

  Date:12/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered Dec 2 to guarantee delivery by December 25. I have gotten no updates to my order with no tracking number. I have had to call for several weeks to finally get through to a representative who told me that the company was delayed that they would reach out to the warehouse in regards to my order. She did see that it was in stock, but did not know it had not shipped but that i would be updated. I have sent an emails with no response and they never answer the phone either. To advertise guaranteed by delivery for Christmas yet not even provide any updates to the tracking information for the order is absurd.

  Business Response

  Date: 12/20/2024

   

  Hello ***** *****,
  

  Thank you for reaching out to the Impressions Vanity Company support team.
  

  After reviewing your order, I see that it is scheduled to ship out today. Once ***** scans the tracking information, it will be sent to you automatically.
  

  Thank you so much for your patience and understanding.

  If you have any further questions, please dont hesitate to reach out.

   

  Customer Answer

  Date: 12/21/2024

  no changes have been made to the order. 

  Business Response

  Date: 12/24/2024

  Hello ***** *****, 

  Sorry for the delay- the tracking number for your Fed-X order is 283690446960.

  Please let me know if you have any questions. 

• Initial Complaint

  Date:12/17/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with this business and once I received my order, I noticed that there was an item missing (Cest La Vie Marble Makeup carrying case $27.00 ) missing (the item Is also not marked off on the boxs Packing sticker) I sent 3 emails to their customer service / support email and my inquiry has not been answered. The customer service phone number also appears to be invalid Or unavailable. I am requesting that the item be sent to me or refunded.

  Business Response

  Date: 12/18/2024

   

  Dear ****** ******,
  

  Thank you for contacting the Impressions Vanity Company team.
  

  I sincerely apologize for the delay in responding to your inquiry. I have created a new order for the missing item, IVOUS-******, and you should have received a confirmation email regarding this.
  

  If you have any further questions or need assistance, please don't hesitate to reach out.
  

  Best regards,
  ***

   

   

• Initial Complaint

  Date:12/17/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with impressions vanity co November 25, this is to be my daughters Christmas gift. I have yet to receive any tracking information or my order. I need an update on my order asap, as I have also called numerous times and emailed. This is very unprofessional. This was expected way before Christmas. I ordered the SlayStation Pro Premium Mirrored Vanity Table - White / Hollywood Glow Pro / Cl...$1,951.60 and paid for route tracking for a safer delivery and complete updates. Order Number IVOUS-******

  Business Response

  Date: 12/19/2024

   

  Dear ***** ******,
  

  Thank you for contacting the Impressions Vanity Company team.
  

  Please accept my sincerest apologies for the delay in our response.
  

  Upon reviewing your order, I see that it has shipped via ***** with tracking number ************. The estimated delivery date is 12/23/24.
  

  If there is anything else I can assist you with, please dont hesitate to reach out.
  

  Best regards,

   

  Customer Answer

  Date: 12/24/2024

  I originally placed this order November 25, after several attempts of contacting impressions vanity I resorted to reaching out to the bbb. After contacting the bbb I did receive finally tracking info. My purchase was to be sent in 4 packages. 3 of them arrived yesterday, and last one today. Everything about this transaction has been wrongly done. I expected this way before Christmas and this was to be my daughters present. Now I have half an order. I need a replacement piece as the top left corner of the table top vanity part is cracked. I would appreciate an immediate shipment as this was an almost $2000 purchase. Upon arrival of the new package I can send with the same fed ex company the damaged piece. I tried contacting via email with pictures, and still no response. If this transaction was processed as it shouldve been then none of this would have happened. Or at least it wouldve been resolved already. 

  Business Response

  Date: 12/27/2024

   

   

  Hello ***** ******,
  Thank you for your email.
  Upon reviewing your account, we are currently unable to assist with this order because a chargeback has been opened. Unfortunately, this action has locked the order and frozen the account, which restricts us from providing further support at this time.
  Please let us know if there are any updates or if the chargeback is resolved so we can assist you further.

  
  

• Initial Complaint

  Date:12/17/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed an order December 5th for two mirrors, total $124.84. No follow up from company after reaching out by email twice for status update. Order has not processed or shipped but money was taken from my account the day after the order was placed. **************** number does not go to a customer service agent - call is not able to be completed as dialed. Info on website pertaining to shipping and returns has dates from 2022 listed. Also reached out on instagram with no response. There seems to be no customer service department whatsoever, and as it is holiday and the site said 7-10 days for shipping I assumed I would receive my order by Christmas with this timeframe but now I do not believe that is the case. I would like to either receive shipping confirmation on my order or cancel my Order for a refund. Thank you.

  Business Response

  Date: 12/19/2024

   

  Dear ****** ********,
  

  Thank you for contacting the Impressions Vanity Company support team.
  

  On behalf of the company, * sincerely apologize for the delay in our response. Your order was shipped via ***** with tracking number ************. The estimated delivery date is 12/23/24.
  

  If you have any other questions or need further assistance, please feel free to reach out to me.
  

  Wishing you a wonderful day!

  Customer Answer

  Date: 12/19/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ********
  
   
  

• Initial Complaint

  Date:12/09/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Never received product or any response from email. **************** phone number is not working.Added a protection plan without my nolage.

  Business Response

  Date: 12/10/2024

   

  Dear ****** ********,
  

  Thank you for reaching out to the Impressions Vanity Company support team.
  

  Ive located your order and wanted to confirmwould you like the Route coverage to be removed from your order?
  

  I look forward to hearing from you soon.

   

• Initial Complaint

  Date:10/09/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a Barbie Mirror and a compact mirror. The Barbie mirror arrived damaged. Initially I filed a dispute with ******. Impressions Vanity Co. advised me they would send a replacement mirror IF I closed my ****** dispute as that was their procedure I did close the dispute and on September 18th, 2024 per their own email, a replacement mirror was ordered. Every week I check in to see the status and keep getting told the warehouse is processing delayed. I feel at this point, I should have received the replacement mirror. I want the mirror shipped **** or full refund.

  Business Response

  Date: 10/15/2024

   

  Hello Beth Ritter,
  

  Thank you for your email. Upon reviewing the order, I see that a replacement order (IVOUS-642873) has been created. The FedEx tracking number is 280468750596.
  

  The item is currently in transit, with an estimated delivery date of 10/16/24.
  

  If you have any further questions or concerns, please feel free to reach out, or you can email [email protected], Attn: Manager Call.
  

  Thank you for your patience.

  Customer Answer

  Date: 10/16/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22399645, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Beth Ritter
  
   
  

• Initial Complaint

  Date:10/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 23 ***** I placed an order with impressions vanity total order 1,046.23$ i waited the 1-3 day shipment **** and once that didnt happen I contacted impression vanity customer service on September ******* where I was told that due to high volume of orders delays are currently 7-10 days fast forward its been 13 days now October 6, **************************************************** tracking number it is ridiculous

  Business Response

  Date: 10/07/2024

   

  Hello *****,

  Thank you for your email. I would like to apologize for the delay in shipping. I have contacted the warehouse manager regarding your order.  He will make sure this is shipped asap. 

  Thank you for your patience, and have a wonderful day!

  Customer Answer

  Date: 10/07/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ******
  
   
  

• Initial Complaint

  Date:09/30/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 18, 2022, I purchased Mini SlayStation ***** 1.0 Vanity Table + Vanity Mirror Bundle- Silver Mirrored/Hollywood Glow Pro/Frosted LED Globe Bulbs (Cool White) in the amount of $1,421.17 USD. I received the item on 1/16/2023, I assembled it and used it a few times. Order # IVOUS-******. On 3.29.23 the lights on the mirror went out completely. I emailed the company on 4/1/23 letting them know of the issue. The last time I used it and the lights were working on was 3.28.23, the next day they went out completely. I sent them a video of the product not working to show proof of the issue on 4/4/23 via email to ****** ****, Client Relations Specialist.I only had it for two months. Ive emailed Impressions Vanity for months and called their customer support and they have been telling me that mirror is out of stock, and they dont know when it will be back in stock. Also, their alternative mirrors are out stock, and they would reach out to me once something is available. But they never do. I keep calling and emailing and they told me I have talked with ****** **** Client Relations Specialist, ***** *., Client Relations Specialist, ********* ******, Client Relations Specialist. I emailed them at ********************************** and called at ************** Monday through Friday, 10AM - 5PM PST. I emailed them to see if they had a replacement for me. In August 2023, ****** ****, told me they had a replacement item: Hollywood Premiere Plus was available. Impression Vanity Client *** asked me if I was interested in the item and I responded and told them, Yes. On 8/18/23, I received notification that the mirror was ordered, and route was placed. Then on 8/22/23, I received another email providing a tracking number and, in the email, it stated the mirror was shipped. A week later I was notified by them that the mirror was no longer being shipped to me because it was out of stock. To this day I still do not have a replacement mirror. Please help me.

  Business Response

  Date: 10/02/2024

   

  Hello ****,

  
  Thank you for your email, and Id like to apologize for the delay.
  

  I can see that the order has been created, and due to the issue you're experiencing, we are providing you with a complimentary chair. A new order has been created, and a copy of the order confirmation should have been sent to your email.The order number is IVOUS-633969.

  If you have any further questions or concerns, please let us know so we can resolve them promptly.

  Customer Answer

  Date: 10/02/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** ****