ComplaintsforIPSY

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This dollar amount has been taking out every single month since march after I canceled it. They kept taking it out so I canceled my debt card then they still took it out. So Ive tried to contact them to which you can not talk to a human and I had to talk to a computer bot and they say I dont have any accounts w them. I told them I have proof and can screenshot it to them that they are taking out money monthly in total approx ****** a month and they said they do not accept photos. Completely a scam I just want my money back and I have made a claim through my bank as well and they have blocked them completely going forward. But now theyve gotten away w 8 months of withdrawals from my account which to me is fraudulent. They need to be stopped. Please help make them accountable. And if they say Ive received the product no I havent because they refused my change of address back in march 2024. I live at ************************************. So you can check that with them and ask for proof of mailing product because they didnt ,they are sending it to my old I would think which is a Waukesha address. But they wouldnt even help w that because they say I dont have a membership so I cant win. Again please help stop them.

  

  Business response

  09/17/2024

  Hi *******,
  
  Thank you for bringing this to our attention through your complaint on the Better Business Bureau. We understand why youd feel disappointed with the unexpected charges even though you already canceled your memberships and not receiving your orders! I want to assure you that we're committed to doing the best we can to fix any issues on our end.
   
  Firstly, I hear you and completely understand how important it is to get support when needed. Glam Bot was designed to help you as quickly as possible by providing immediate answers. Well always be here to help you, and you can say Contact Support at any time to open a ticket. For our pro-tips on using our Glam Bot, check out this article here: ********************
   
  Secondly, it looks like you may have two IPSY accounts, and one of them is active.
   
  **************************** account with no active membership
  **************************** active Glam Bag, BoxyCharm and Icon Box memberships  
   
  It could be that the email you provided to our bot is ****************************, the reason why it says you don't have active membership.
   
  I've done some research and here are the following payments we received since March 2024:
   
  Glam Bag orders:
  1. March Glam Bag - was billed for $16.79 USD on 02/29/2024 at 10:26 pm
  2. **************** was billed for $16.79 USD on 03/31/2024 at 10:44 pm
  3. May Glam Bag - was billed for $16.79 USD on 04/30/2024 at 10:50 pm
  4. *************** was billed for $16.79 USD on 05/31/2024 at 11:01 pm
  5. July Glam Bag - was billed for $16.79 USD on 06/30/2024 at 11:09 pm
  6. ***************** was billed for $16.79 USD on 07/31/2024 at 11:44 pm
  7. September Glam Bag - was billed for $16.79 USD on 08/31/2024 at10:31 pm 
  
  BoxyCharm orders:
  1. March BoxyCharm - was billed for $33.59 USD on 02/29/2024 at 07:41 pm
  2. April BoxyCharm - was billed for $33.59 USD on 03/31/2024 at 07:24 pm
  3. June BoxyCharm - was billed for $33.59 USD on 05/31/2024 at 07:33 pm
  4. July BoxyCharm - was billed for $33.59 USD on 06/30/2024 at 07:40 pm
  5. September BoxyCharm - was billed for $33.59 USD on 08/31/2024 at 07:53 pm
   
  Icon Box orders:
  1. May Icon Box - was billed for $65.09 on 04/30/2024 at 04:51 pm
  2. *****************  was billed for $65.09 on 07/31/24 at 07:01 pm 
  
  No worries, *******! I'm happy to make a special accommodation for you and send replacements for this month and last (August and September Glam ***** *************** and September BoxyCharm) to your new address. They'll ship within 5-7 business days. ??
  
  I wish I could send you a replacements for any of the orders outside our 45-day window policy, but we are completely out of stock of these items. Ive refunded you a total of $67.16 for the Glam Bag orders, a total of $134.36 for the BoxyCharm orders and $65.09 for the Icon Box order, and you should see the funds in your account in 5-7 business days. If this charge is under dispute or review with your bank, well need to wait for your banks resolution before processing any outstanding actions.
  
  Rest assured that all of your memberships are already canceled, and that you won't be billed for future shipments.
   
  We take our members' feedback seriously, and I've ensured that our management team is aware of the issues you've encountered recently. We're laser-focused on delighting our members, and we'll use your feedback to improve on our service moving forward.
   
  I hope I made things right! You deserve the best experience possible.?? Our goal is to make you have a good experience with us!
   
  Have a wonderful rest of your day, *******!
   
  With kindness,
  Team IPSY

• Initial Complaint

  09/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order for a product that cost $12. The website made the claim that there was an $11 credit in my account. Right before I pressed confirm order, I reviewed the charges that the website said that I would be charged. Sure enough, it showed $12, an $11 credit, and some tax, totaling just over $1. When I placed the order, however, I was charged $12. I reached out to them to ask for the difference, and was told there is nothing they could do.

  

  Business response

  09/04/2024

  Hi ******,
  
  Thank you for bringing this to our attention through your complaint on the Better Business Bureau website, and for giving us this opportunity to assist you.
  
  ******, we understand how you feel since you're expecting the $11 Add-Ons credit stated in the website to automatically apply to your Add-Ons purchase for the month.
  
  ???We've checked this with our team and have confirmed that you should have received the discounted. However,??? it looks like there's a glitch on the site that prevented the discount amount from being applied towards your September Add-Ons. That is not the experience we intended, ******, and I am sorry that this happened.
  
  We know this is a less than desirable experience, and we've escalated your case to our tech team so they're aware of the issue.
  
  Don't worry, ******! ???We received your message on September 1st under your p****************[email protected], and ??we can confirm that one of our IPSY Experts was able to issue a refund of $11 towards your add-ons on September 3rd. ??We've also added ***** points to your account as a special gesture for your understanding and to also make up for the trouble.
  
  ******, ???please allow the funds to reflect in your account within 5-7 business days.
  
  Your membership experience means the world to us, and were working hard to prevent issues like this from happening in the future. Thank you so much for understanding.???
  
  Our goal is to make you have a good experience with us, ******!??If you ever need help again, please feel free to reach out anytime, and well always help in any way we can.
  
  With kindness,
  Team IPSY

  Customer response

  09/04/2024

   
  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

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Against my better judgement I placed more orders with Ipsy after they lost packages and dragged their heels until many of the products I ordered were no longer available to replace. Its happened again. My package is clearly lost in transit, it was originally supposed to be delivered on Tuesday. **** doesnt have it, ***************** says to contact the merchant, I have contacted Ipsys customer service and not only are they abysmal at response times, they are refusing to contact ***************** *or* send a replacement package in a timely manner. This order was placed on August 8th. I just want to receive what I ordered.

  

  Business response

  08/22/2024

  Hi *****,
  
  Thank you for bringing this to our attention through your complaint on the Better Business Bureau website, and for giving us this opportunity to assist you.
  
  We appreciate you sharing your honest feedback, *****, and we totally understand how you feel about these issues with your orders.
  
  First, we sincerely apologize for the inconvenience this has caused you, as we totally get your excitement about receiving your orders and can relate to the anticipation of them not arriving as expected. That is not the experience we intended, *****, and we're sorry that this happened. We want to assure you that we're committed to doing the best we can to fix any issues on our end.
  
  Currently, ???our warehouse team has standard packaging guidelines to follow. To ensure that all of the products are included in your shipments, they're working hard to rigorously check each items and package them with care. They always ensure that they meet the quality of the packages during the packing process.
  
  Rest assured that we've shared these thoughts with our warehouse and hope to avoid future issues with your shipments.
  
  *****, ???we looked through your account and we can see that our order is on the move! Your tracking shows you should expect your order tomorrow, August 23rd. ????
  
  Check out your tracking info below for the latest updates:
  ************************************************************************
  
  ???Just a heads up: once your tracking marks are delivered tomorrow, August 23rd (Friday), ???sometimes it means that they were scanned for delivery before being actually dropped off by your mail carrier, and ???you should receive them by the end of August 26th, as your local post office might not deliver on weekends.
  
  We appreciate you letting us know that this is the third time you encountered shipping issues with your orders, *****, so heres what we can do for you to make this right!
  
  ??We've issued you a $165.34 refund, and you should see the funds back in your account within 5-7 business days (depending on your bank). *****, if your order did arrive on August 26th, please consider it as a gift from us! ???
  
  We hope we made things right, *****! As a member, you deserve the best experience possible. Have a wonderful rest of your day!???
  
  Best regards,
  Team IPSY

• Initial Complaint

  08/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  For several years, I gifted a year long Ipsy subscription (monthly beauty products bag) to my niece as a birthday present. She received the bags at her home but they were paid for by my credit card. I cancelled it last year as my niece went off to college and no longer needed the products. However, somehow it didnt cancel and I didnt realize it was still being sent. Again, in June, it got rebilled for a 12 month subscription that I do not want. I tried many times to use the chat bot to cancel it but it just put me in circles, making it nearly impossible to cancel. Since I couldnt get anywhere with the online bot, I tried to find a way to contact the company, which again, proved very difficult as they dont have any phone number listed to call for customer service. I finally found an email and emailed them to get help on July 10. They responded, and were very nice at first stating that they would cancel the subscription for the remaining 11 months and would reimburse me if the credit card company wouldnt. After a few more emails of them promising to reimburse me, the email replies completely stopped and they have yet to reimburse me. They have not responded to my email since July 17. I am filing this complaint because the company intentionally makes it incredibly hard to cancel a subscription and to contact them. I have been trying to cancel this for well over a year and should not have to pay for the bags that had not been delivered as of July. The company is refusing to even communicate with me at this point and no refund has been given. I have all of the emails and screenshots from the chat bot tracking my repeated requests for help from the company and attempts to cancel.

  

  Business response

  08/21/2024

  Hi *********,
  
  Thank you for bringing this to our attention through your complaint on the Better Business Bureau. We understand why youd feel disappointed with the annual renewal! Please know those werent our intentions, and well always do our best to make things right.
  
  At the moment, we're primarily equipped to provide support through our automated chat bot (the Glam Bot), email, and social media channels as we believe this allows us to offer the best customer care experience possible.
  
  In the future, the best way to reach us is via email using our help portal: ************************************, or you can tweet us @IPSYCare. IPSY Care responds to all emails and ******* direct messages within ***** hours.
  
  According to our records, you were charged for the annual renewal on 05/08/24 and your cancelation was finalized on 07/10/24. As you may already know, we weren't able to refund the remainder of your annual payment by then because of the open dispute.
  
  The good news is that we issued the refund for 10 months of orders on 07/31/24! Your $132.48 funds should've been returned to your account now.
  

  The reference number of your refund is ***********************. If you're not seeing this in your bank statement, we recommend contacting your bank company for more information.
  
  Thanks for understanding! If you need further assistance or if you have any other questions, please don't hesitate to ask.

   

  Yours truly,

  Team IPSY

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ipsy doesnt have a phone number to call. I have been paying 50 dollars debited from my bank account and I havent received any product since December 2023. I cant log in to cancel my account and *** tried several times to get help from them through the chat. I just need to talk to someone to cancel my account. There is something wrong with the email being sent to me to reset a password. The chat bot just tells me over to log in and I cant. Since December I have moved and got married but cant update any new info without logging in to the account.

  

  Business response

  08/21/2024

  Hi ***,

  Thank you for bringing this to our attention through your complaint on the Better Business Bureau. 

  Thanks for letting us know you haven't been receiving your monthly shipments, and we're so sorry you're also having trouble logging in to your account! We understand this situation is less than ideal, and we're always here to help you out.

  At the moment, we're primarily equipped to provide support through our automated chat bot (the Glam Bot), email, and social media channels as we believe this allows us to offer the best customer care experience possible.
  
  I reviewed our records, and I see you reached out to us this month regarding your concerns. One of my colleagues already sent a temporary password. In case forgotten, you can always resend your password by visiting IPSY.com/forgotpassword
  
  You were sent replacements for your July Glam **** August Glam **** July BoxyCharm, and August BoxyCharm shipments. Since we're unable to send replacements for your past packages, you were given 4 credits for each of your memberships. To confirm, you won't be charged for your September to December Glam Bag and BoxyCharm packages!
  
  Your replacements are on their way, and here are their tracking links for visibility:
  
  Replacement for your July and ****************** ******************************************************************************************************
  Replacement for your July BoxyCharm - *******************************************************************************************
  Replacement for your August BoxyCharm -*************************************************************************************************
  
  To help make up for your experience, I've added ***** points to your account so you can choose a couple of sample products or one full-sized product from our points store to enjoy. Theyll ship with next months subscription order once theyve been redeemed. I hope you find something that you like!
  
  I hope you'd like to continue your memberships, but I understand if you'd prefer to cancel. If you would like to end your Glam Bag and BoxyCharm memberships, please let me know and I'll process your request right away.
  
  Thanks for understanding! Please feel free to reach out to us if you need further assistance.

   

  Yours truly,

  Team IPSY

• Initial Complaint

  08/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Last year I bought an annual Ipsy subscription to the monthly Glam Bag for my daughter for her birthday. She received her monthly glam bag for the year that I paid for. On May 1, 2024 Ipsy renewed the annual subscription and charged my credit card for ****** for another annual renewal. We did not intend to renew and so my daughter logged into the account and cancelled the membership. The cancellation confirmation email stated that the account would be cancelled AFTER the year that I just paid for, however we wanted to cancel immediately and get a full refund. We tried getting ahold of customer service, however ********************** will only let customers chat with their "Glam Bot" which was not helpful at all and I was unable to get the account cancelled and get a refund of the charges. I also was not able to get the Glam Bot to get me to an actual person to speak with. So I called my credit card company and disputed the charges. My credit card company denied the dispute because Ipsy responded that I would have had to cancel before my credit card was charged. So I went ahead and paid my credit card company the balance due for the ****** balance that Ipsy had charged. Then my daughter told me that she was not getting the monthly packages, when she logged into the account, it said that the account was cancelled. I was able this time to get the Glam Bot to open a ticket for customer service to reach out to me. They told me they cancelled the account because of the dispute, however my credit card company HAS paid them. I sent them a screenshot of the charge that had been processed and paid on my credit card account as well as the letter from my credit card company showing they denied the dispute and recharged my account for the ****** and I also asked them what else they needed to resolve this issue. I have not gotten a response back from Ipsy at all. I have paid for 1 years worth of product that they are now refusing to send and I want a full refund.

  

  Business response

  08/14/2024

  Hi ******,
  
  Thank you for bringing this to our attention through your complaint on the Better Business Bureau.
  
  We always strive to provide the most delightful customer experience possible, and we apologize for not meeting your expectations in this situation! I get where you're coming from.
   
  I double-checked our records, and you were right! The dispute was in favor of IPSY, so the annual payment wasn't returned to you.
   
  I understand it's never your intention to **************** membership. As you may already know, the membership was already canceled due to your chargeback request. 
   
  Please don't worry! Ive gone ahead and issued a $183.44 refund, and your funds should be returned to your account within 5-7 business days.
   
  Your experience means the world to us, and well always have your back. Let me know if I can help with anything else, and I hope you have a wonderful day!
  

  
  Yours truly,

  Team IPSY

  Customer response

  08/17/2024

   
  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

  08/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Each of the last 3 boxes have arrived filled with ants. The last box was a replacement box and this current one was our August monthly box. I reached out to the glambot for a second time but it stated no refunds and replacement product only.

  

  Business response

  08/11/2024

  Hi ******,
  
  Thank you for bringing this to our attention through your complaint on the Better Business Bureau website, and for giving us this opportunity to assist you, ******.

  We double-checked our records and it looks like we havent received any recent messages from the email you provided to BBB. If you responded to a marketing email, that inbox isnt monitored and you may not have received a response. Its also possible there may have been a glitch in our email portal or website when you wrote in. I'm sorry for any trouble this may have caused.
  
  No worries, ******, we're here now, and we're happy to help.
  
  We were able to locate an account under *****, with the shipping address in ***********, ***
  
  For your account security, can you please confirm the last 4 digits of the card you use for your membership?
  
  Once we have that info, we can help further.
  
  Thanks so much for your patience.
  
  Warmly,
  Team IPSY

• Initial Complaint

  08/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered this as a gift 3 years ago I was going to pay for it for a year It was for a ********************* I couldnt cancel it bc she did different log in to change products in her box I called I emailed over and over you cant get anyone to help me I dont speak to person anymore got gift for But your charging my card but wont let me cancel or answer cancel You do not answer any emails **************** awful if I get no response I will call my bank get years worth back of 30 dollars a month despite everything as I have this now and emails sent

  

  Business response

  08/14/2024

  Hi *******,
  
  Thank you for bringing this to our attention through your complaint on the Better Business Bureau.
  
  Apologies for your less-than-perfect experience! I understand how disappointing unexpected charges are. Let's get this sorted out for you!
  
  It looks like we havent received any recent messages from your email. If you responded to a marketing email, that inbox isnt monitored and you may not have received a response. Its also possible there may have been a glitch in our email portal or website when you wrote in.
  
  At the moment, we're primarily equipped to provide support through our automated chat bot (the Glam Bot), email, and social media channels as we believe this allows us to offer the best customer care experience possible. 
  
  According to our records, your membership under ***************** was canceled in January 2023, and you weren't charged again after the cancelation. 
  
  I'm unable to locate ****'s account from our records though. For us to further assist you, would you mind providing me with the following details?
  
  - What's the complete shipping address of ****'s IPSY account?
  - What's the first 6 and last 4 digits of your billed card?
  - What type of card is it?
  - Whats your billing zip code?
  
  Please also include screenshots of the charges you're seeing, so I can look into this for you.
  
  Thanks for being patient! I'll watch out for your response.
  

  
  Yours truly,

  Team IPSY

  Customer response

  08/15/2024

   
  Complaint: 22090585
  You found **** account and cancelled it we send the info

  but you only gave me one month I been trying to cancel I see since Feb 2023 after a year of giving it as a gift 

  you make it impossible to cancel for a givt

  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  

  Business response

  08/21/2024

  Hi *******,
  
  We're reaching out in response to your message through the BBB website pertaining to charges for ****'s BoxyCharm subscription.
  
  Looking through our records, we can confirm that one of our colleagues, was able to cancel ****'s BoxyCharm subscription on August 14th and removed your card info from her account after issuing a 3-month worth of refund for ****'s June, July, and August orders.
  
  *******, please know that the three refunds we've issued are special exception to our usual policy. Special exceptions like this can only happen on a one-time basis, so we won't be able to accommodate another exception to our policy.
  
  If you need help with any remaining charges, we highly recommend contacting your card provider.
  
  Thanks for understanding, and please let me know if you have additional questions.
  
  Warmly,
  Team IPSY

• Initial Complaint

  07/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a one-year subscription to this company and paid upfront. I then requested a cancellation approximately 7 months into the subscription, as the products were just not up to par. I received a response back that they would refund me the remainder of my subscription. I reached out to them over 6 times for this refund, and they've stop replying to my emails. Their excuse is they are "unable to send the refund back to my form of purchase" and I call my bank and ****** and neither of them see any issues. It's a normal transaction. They have stolen my money and won't return it back. I've been reaching out to customer support since the beginning of June, with no resolve, and as mentioned, they stop emailing me back. It's now almost the end of July. BUYER BEWARE

  

  Business response

  07/20/2024

  Hi ******, 

  Thank you for bringing this to our attention through your complaint on the Better Business Bureau website, and for giving us this opportunity to assist you. Again, we apologize for your less-than-perfect experience.

  I've been in touch with our billing provider, and unfortunately, we're encountering some difficulties in processing the refund for the remaining balance of your annual Glam Bag membership.

  To resolve this as quickly and smoothly as possible, our billing provider has recommended that you contact your financial institution and ****** for further assistance in getting your funds back.

  I'm really sorry for the inconvenience and appreciate your understanding and patience.

  If you ever need help again, please feel free to reply to this thread so you can reach me directly, and Ill always help in any way I can.
  

  Best, 
  Team IPSY

  Customer response

  07/24/2024

   
  Complaint: 22015133
  
  I am rejecting this response because:

  I have reached out to ****** and my bank already and ****** requested Ipsy to call them to resolve and they wouldnt. 
  

  Ive worked in many customer support jobs, there is ALWAYS a workaround for refunds. 
  

  So easy to blame it on ****** and the bank when they cant figure out what to do.

  Sincerely,
  
  ******* ******

  

  Business response

  07/26/2024

  Hi ******, 
  
  Thank you for bringing this to our attention through your complaint on the Better Business Bureau website, and for giving us this opportunity to assist you. Again, we apologize for your less-than-perfect experience.
  
  Due to the automatic system design, we were unable to refund the charge(s) from ****** once 180 days have passed from the charge. Any attempt on our end this time will fail in our system, and ****** will not give us the option to refund. 
  
  I totally understand your disappointment since you weren't being refunded for your annual payment. Your experience is important to us, and well work on making improvements. 
  
  Right now, the best action that we can take is to reach out to your financial institution and ****** and ask for advice from them on the alternatives to getting your funds back. 
  
  If you ever need help again, please feel free to reply to this thread so you can reach me directly, and Ill always help in any way I can.
  
  Best, 
  Team IPSY

  Customer response

  07/31/2024

   
  Complaint: 22015133
  
  I am rejecting this response because: Ive already notified them I have not only contacted my bank but contacted ****** the only way for ****** to do anything is for Ipsy to call them. Still waiting and we are going into month 2! 
  

  If a company cant make refunds after 180 days with their normal process,  they need a process of how to do it over the 180 days - there is always a way and its absurd to the point I want my entire money back at this point. I shouldnt have to keep doing this back and forth. 
  
  Sincerely,
  
  ******* ******

  

  Business response

  08/14/2024

  Hi team, 
  
  Thank you for reaching out regarding this case. We are actively reviewing the matter and are currently in the process of coordinating with our team to determine the appropriate resolution.
  
  Please be assured that we are working diligently to resolve this issue and will update you as soon as we have more information. We appreciate your patience and understanding in this matter. 
  
  Thank you so much for your kind consideration! 
  
  Best,
  Team IPSY 

  Customer response

  08/17/2024

   
  Complaint: 22015133
  
  I am rejecting this response because: after 2 months I still have no refund
  
  Sincerely,
  
  ******* ******

  

  Business response

  08/22/2024

  Hi ******, 
  
  We completely understand your frustration, and we want to assure you that we are actively reviewing the matter

  While we don't have an immediate update right now, we are currently in the process of coordinating with our team to determine the appropriate resolution.

  Your experience is our priority, and we appreciate your continued patience.

  Thank you so much for your kind consideration! 
  
  Best regards,
  Team IPSY

  Customer response

  08/27/2024

   
  Complaint: 22015133
  
  I am rejecting this response because: It's been almost 3 months and I still have no refund promised. 
  
  Sincerely,
  
  ******* ******

  

  Business response

  09/04/2024

  Hi ******, 
  
  We understand that you're expecting a resolution at this time, as this ongoing issue has been for months.

  We want to assure you that we're taking this seriously and working towards a solution. We'll be actively following up with the team for updates and reaching out to you as soon as we have any new information.

  We appreciate your continued patience, ******, and thank you so much for your kind consideration! 
  
  Best regards,
  Team IPSY

  Customer response

  09/04/2024

   
  Complaint: 22015133
  
  I am rejecting this response because:
  Its been almost 3 months with no refund. 
  
  Sincerely,
  
  ******* ******

  

  Business response

  09/23/2024

  Hi ******,
  
  Thank you for reaching out through your complaint on the Better Business Bureau website and allowing us the opportunity to address your concerns. Were truly sorry that your experience with us wasnt what it should have been.
  
  After working closely with the ****** team, Im happy to inform you that your refund of $166.37 has been processed. I know this issue has been ongoing since June, and I deeply appreciate your patience and understanding during this frustrating time.
  
  The refunded amount should appear in your account within 5-7 business days.
  
  We genuinely value your feedback and have taken this experience to heart. Please know that we are committed to learning from this situation and making improvements to prevent similar issues from occurring in the future.
  
  Thank you once again for your patience and understanding.
  
  Best regards,
  Team IPSY

• Initial Complaint

  07/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  All the products I have received have had broken powders and applicators. I am very frustrated.

  

  Business response

  07/13/2024

  Hi *******, 

  Thank you for bringing this to our attention through your complaint on the Better Business Bureau website, and for giving us this opportunity to assist you. Again, we apologize for your less-than-perfect experience.

  I'm sorry to hear that you have kept receiving damaged items in your order! We want our members to have a great experience with us, and it is always our intention to make sure that all items are delivered to you in perfect condition.
  
  We try our best to package strategically to avoid damaged items, but some product packaging can withstand the turbulence of shipping better than others. Unfortunately, once your package leaves our facilities, we don't have any control over what your box encounters during the shipping process.
  
  We take our member's feedback seriously, and I've ensured that our management team is aware of the issues you've encountered recently. We've addressed this issue with our warehouse and hope to avoid future issues with your shipments.
  
  Furthermore, if you encounter any other issues with your orders, kindly reach out to us and we'll always be here to assist you! 
  
  We value you being part of our community, so the last thing we want is for you to feel let down. To show our gratitude, Ive added a $20 coupon to your account. Your coupon code is valid for one transaction in our IPSY Shop through August 12, 2024, excluding Add-Ons.
  
  $20 Coupon: CSMGLYKL04PO
  
  Be sure to keep your code in a safe place until you're ready to shop and apply the code on the checkout page before submitting your order. Please also keep in mind that your coupon can't be applied towards shipping costs for orders sent to ******, which is USD $5 per order to cover broker and entry fees.
  

  Thank you for giving me the opportunity to help you, *******. I hope you have a fantastic day!
  
  Best regards, 
  Team IPSY

  Customer response

  07/19/2024

   
  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,
  
  *****************************

*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. ↩