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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:11/28/2023

    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.
    Two weeks ago I ordered 2 pairs of earrings. They are too big for the person I bought them for. I asked to return and two times they said they won't let me return because the cost to send it in the mail is to high. They are only giving me 8 dollars compared to the 48 I bought the items for. They still won't give me an address to even send the product back to.

  • Initial Complaint

    Date:10/26/2023

    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.
    Good evening, I ordered these two rings from HelloIce online. They billed my credit card, but I never received my product. Ive called them several times and no one answers the phone. Ive emailed them back on several occasions waiting for someone to respond within ***** hours like their customer service website says, but no one has gotten back to me. The product # is H102660026. Please help rectify this if you can. Thank you.

  • Initial Complaint

    Date:07/10/2023

    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.
    Please be advised that I placed in order on June 1, 2023 (order # H102594214, amount $69.99) and June 17, 2023 (order # H102609051, amount $76.98). The post office claimed the packages were delivered, but I did not received my items. A complaint was submitted to ************* ************** ****** regarding the above mentioned items. The **** sent me a notification (see attached) regarding the non-receipt of these items. I contacted the company (Helloice) regarding this incident and why I am receiving additional packages that does not list my name and address on the label. I am only able to view the tracking number on the label. I have been having serious delivery issues with this company and they never corrected the issue. The company replied that they will look into this matter with **** to start investigation (see attached email). However, they informed that the items were never shipped out, and they did not submit a refund. In fact, I replied back to them, and I reminded them that an investigation was already done and please refund my money for the above-mentioned items. Please have this company send me a refund for the items that I did not received. Thank you for looking into this matter.

  • Initial Complaint

    Date:06/21/2023

    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.
    5/11/2023 I purchased a beautifully knit multi colored cardigan for $59.99. The photos of the item were so detailed that you could see the fibers of the yarn, it was gorgeous.5/23/2023 I received a ghastly cardigan. I use the word cardigan lightly here. It was literally a cotton sweatshirt cut down the middle. 5/23/2023 I immediately reach out complaining that I had received the wrong item. Without requesting a picture or anything they immediately state it was the correct item and sometimes just items look different in person do to the lighting. Simply put, the product looked NOTHING like the picture. The colors werent even close and the material was clearly different. No reasonable person would mistake the picture for what they sent me. After explaining this I referenced the money back guarantee and asked for a refund. 3 times I went back and forth with them asked to return and get my money back. All 3 times I got a generic response offering me a 40% discount on my next purchase. Eventually I ended up having to. contact my bank informing I never received the product I ordered.

  • Initial Complaint

    Date:05/22/2023

    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 took my money on 5-13-23 and when I wanted to cancel they took forever to respond AND STILL HAVE YET TO GIVE ME MY MONEY. Never buy from them if you value your hard earned money.

  • Initial Complaint

    Date:04/20/2023

    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 purchased a necklace as a gift, I even paid an extra fee for their jewelry insurance. The necklace arrived defective, I contacted them and they sent a replacement. The replacement was horrible quality and fell apart after 1 use. I contacted them for a refund. After a few days they emailed me asking me to send pictures of the issue, which I did. They then emailed me a few days after that asking for more pictures, which I sent. I waited a few more days and they emailed me asking me to pick another item of equal cost and for me to pay for them to ship it to me. I responded that I didn't want a different item and that I wanted a refund. I have yet to get a reply and it's been over a week since I first contacted them about the issue. I had also reached out on Instagram when I wasn't getting a response about the first issue. I still haven't received a response or a refund.

  • Initial Complaint

    Date:04/07/2023

    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 ordered a Buy One, Get One Chain and Bracelet set on 10Mar23, the set was received on 16Mar23. Upon receipt my husband tried on the items and they were too small. I immediately called the number on the website, which turns out to be a non-working number. I emailed and got a response back from ***** on 17Mar23 "May we know which item is small? Could you please take some photos for the real item you received?". After responding and indicating again the issue I didn't get another response until 19Mar23 at 4:14am from ***** "Please offer the sku# of the items you want to return.If you have any other questions, please feel free to contact again." I in turn provided the original order email. Since 19Mar23, I've been going back and forth with ***** whom only provides response around 4am my local time. He suggested a $25 credit which due to 'costly postage return fees', I declined and requested the full mailing address. Until this day 29Mar23 I do not have the full mailing address. On 18Mar23 I reordered the Chains Buy One, Get One Free in a larger size, thinking I would receive those while still working out the return. Upon receipt of the package on 25Mar23, the package was empty. I emailed on 25Mar23 immediately upon discovering the package was empty. ***** provided response on 26Mar23 "Could you please contact your local post office and ask them to write an unreceived package letter then E-mail it to us. And then we will help you better on our end." I went to the post office, whom in turn directed me online. I submitted a claim and was provided a Service Request number, which again ***** wants to email asking for a paper form which the *********** does not provide only the electronic Service Request number to refer to upon inquiry. This company is deceptive and uses stall tactics to run the time down to not accept returns. I would like full refund of two seperate orders for $257.98.

  • Initial Complaint

    Date:02/05/2023

    Type:Product Issues
    Status:
    Unpursuable
    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.
    Hit purchase too quickly without getting second (free) item AND learned at purchase The item wouldnt arrive in time for Christmas. Emailed IMMEDIATELY to cancel. Email was ignored and they shipped the item 2 days later. They told me I could not get a refund because the item already shipped , and the item never arrived!! I tried using PayPals protection, but PayPal ***** as much as Helloice.

  • Initial Complaint

    Date:01/23/2023

    Type:Product 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.
    I purchased a ring for my husband on 12-23-22 for $109 for our wedding day 12/31/22. When the ring arrived it didn't fit and it looks absolutely nothing like the picture. I have been in contact with customer service but they are trying to convince us to keep it and my husband wear it on another finger, we would like our money back we have found something better at Zales and would like to return it but they won't give us instructions for returning.

    Business Response

    Date: 02/19/2023

     Return address:Jewelry Town, *********,*********  511400, *****

    Return and exchange Conditions
    1. Items returned without authorization will not be accepted.
    2. The time frame for return & exchange must not exceed 30 days from when the original order was received.
    3. All items must be returned in their original condition, without scratches or signs of wear, and must not be resized or altered in any way.
    4. When returning or exchanging items, customers must use a shipping method that has tracking on it. Returns or exchanges with no tracking will not be processed.
    5. For return, any promotional gifts received must be included with the returned items. Otherwise, the retail price of the promotional gift will be deducted from the refund.
    Refunds
    Returns will be processed within 7 days upon receiving your package. The refund will be issued to your original payment account.
    Please Note:
    * Customers need to pay return shipping and customs duties by themselves.
    * The shipping rate before discount will apply and is non-refundable. Although you may have enjoyed free or undervalued shipping, we do incur the original cost of shipping for every order. Therefore, we do not refund our original shipping cost. 

  • Initial Complaint

    Date:12/21/2022

    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 bought clothing items for over $100 and they are very cheap quality & comparable to******. The only difference is****** would've charged me around $20-$30 for such items. I've been trying to contact them about setting up a refund but they refuse to respond. Both of the numbers listed for them are out of service. I regret spending this much money on such low quality products. It's hard to know what you're getting into when shopping online

HelloIce is NOT a BBB Accredited Business.

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