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Business Profile

Online Retailer

HelloIce

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 42 total complaints in the last 3 years.
  • 15 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/03/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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 had placed an order between 3/21/25-3/23/25 and I received the order on 4/1/25 (order # *****************). There was one item in which when received (which was a necklace) the length was shorter than what I anticipated. The item is 8mm Solar Luminous Beads Glow in the Dark Necklace Item HE25205271032892001 Metal Color:White Chain Length:20 where the cost was $60.99. I contacted the seller on 4/1/25 to inquire about sending the item back as via their website states, that items returned without authorization wont be accepted (as to why I contacted them), timeframe to return within 30-days from order received (I am within timeframe), contact seller for address return (which I did), "For the ************** and ** countries, 20% of Value-added taxes (VAT) will be deducted" (I am not in the ** or ** countries). I received a response from the seller stating the following: "As the high returning shipping cost, we sincerely suggest that you keep the item and we will offer you a 30% off coupon or a $20cash voucher for your next order. " and another response "Our returning shipping address is in ********. If you return back the order, the shipping cost is high. At the same time, 20% of the return to the warehouse fees and freight will be deducted."..That is not acceptable as this does not give the consumer the option to make returns. This response is more forceful than anything else and the site is misleading about the return policy. I am expecting a full refund per their return guidelines stated on their website. I will only take their offer of the 30% off coupon or a $20 cash voucher as a last resource.

  • Initial Complaint

    Date:02/24/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 merchandise from HelloIce on 2/7/2025 and it still hasnt been shipped. I have made numerous attempts to reach out them asking when the product will be shipped and I get no response

  • Initial Complaint

    Date:02/20/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    Helloice is saying jewelry is real but its not I have asked for rfund all they willing to do is allow me to keep jewelry and order more with 40% off coupon I want my refund

  • Initial Complaint

    Date:02/03/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Tried to contact company for a return by phone and email. On the website it claims returns are easy. However they have no streamlined way to do this through their website or through email. I have received no instructions on how to return my unused items (that are too small).

  • Initial Complaint

    Date:01/22/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    This my first time purchasing from this jewelry i been waiting since ************************************************************ different time frames I told them I want my money back i haven't received my necklace in memory of my daddy feel like I been scammed

    Business Response

    Date: 01/22/2025

    Dear team, We have cancelled the order and refunded the customer.

    Customer Answer

    Date: 01/27/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ********* ***********

  • Initial Complaint

    Date:01/14/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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 package which was delivered to the entirely wrong address. I reached out to the company multiple times and have been essentially told it is not their problem and they will not do anything to help at all. I have been patient as it has been over a week since the wrong delivery, although I contacted them that same day. Communication is only via email as their customer service phone number on their website is disconnected.

  • Initial Complaint

    Date:12/18/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    Hello ice is the company I ordered from and I would like a full refund the company asked me to pay for more shipping when I had free shipping included in the purchase. The proceeded to try and charge me for shipping when they could not fulfill my order and when I asked for my money back they are trying to charge me 20 percent for some sort of imaginary fee thats on their return policy when they could not fulfill my order to the agreed terms they dont have a place to leave a ****** review Im sure they are scamming a lot of people out of money if thats the case

    Business Response

    Date: 12/29/2024

    Dear BBB of **************:

    We have fully refunded the customer on December 18th.

  • Initial Complaint

    Date:11/20/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 and order with the company Helloice on 08/26/2024. I was given a buy one get one free coupon when signing up. I ordered a cross pendant ($49.99) as well as a free bracelet. My order total was $57.98 which included $7.99 shipping. I have not heard from the company about my order, so I sent a message on 09/05/2025 asking about it. They told me the address was wrong and to resend, after resending the company told me to wait a few days I waited, yet again heard nothing. I was told to contact the last ************** with my package, whom proceeded to tell me it was sent back to the sender. I contacted customer service and was told my package had been destroyed even after trying to reschedule for delivery. I was given a $55 coupon. When I went to reorder the SAME items, my total was $28.97 for an item I was getting for a free before and an item I already paid for as well as shipping. **************** (******) has been repeatedly going back and fourth with me since the beginning of September, I have asked for her bosss information 3 times she has still yet to send it to me, I do NOT want to order from here I would just like a refund. I have uploaded screenshots for proof, please feel free to contact me for more information if needed!

  • Initial Complaint

    Date:11/04/2024

    Type:Product Issues
    Status:
    Unanswered
    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 purchase an item from the website Helloice. The item was huge and didnt look anything like the picture on the site. They offered a 30 day guarantee which is not true. My purchase was *****. I received the item from ******** ny. They claim the package has to be shipped back to *****. They offered me 10 dollars to keep the item. This is a scam and they are taking advantage of customers when they offer a refund within the 30 days.

  • Initial Complaint

    Date:07/18/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 5/31 I placed an order with HelloIce. It was expected to be delivered by 6/13. First thing I noticed is the order is coming from ***** even though its based out of ********** (first red flag). I tracked the order all the way to my local **** only to see it was returned to sender. I submitted a claim with my local **** who stated they have no idea why it was processed return to sender since the address is correct. I then contacted HelloIce who said that the address was wrong. I corrected them and said it was not. They told me I have to wait for them to receive the package before they can resend or issue a refund. I waited until July 14th only for the helloice support team to tell me the package was destroyed and that they will resend the package but I also have to pay an additional $8 shipping fee. I told them no and to refund me. They then sent 4 additional emails asking for my address and refused to waive the shipping fee or refund me. The jewelry isnt even real and not worth the wait or trouble.

HelloIce is NOT a BBB Accredited Business.

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