ComplaintsforIPSY

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I initiated a membership with Boxycharm/Ipsy several years ago. However, at the end of **************************** my monthly subscription box. I thought that was weird but figured my membership ended. A while later I noticed on my bank account that they have charged me every single month and are STILL charging me to this day, yet sending me nothing. *** reached out to them several times and they have said they cannot find my account or billing information. *** provided several screen shots from my bank of the charges. They advised me to go to my bank and submit a charge back. My bank was unable to complete the chargeback because of how long ago this claim goes back. I told this to Boxycharm and told them they owe me $550.56. They responded and basically said they will not refund me and their decision is final. So, Ive handed this company over $500 and they have given me nothing and will not stop charging me. I have proof of all of this that I will attach.

  

  Business response

  06/10/2024

  Hi ******,
  
  Thank you for bringing this to our attention through your complaint on the Better Business Bureau website. We sincerely apologize for the back and forth you had with our IPSY Care agents, which led to your less-than-perfect experience. This was not our intention, and this is not the impression we'd like to leave with our valued members.
  
  ******, your satisfaction is of utmost importance to us, and I appreciate the opportunity to address your concerns.
  
  We want you to know that we value your trust, and its important for us to keep you informed about your payments and make sure you'll receive what you've paid. Weve done some research, and heres what we found out.
  
  ???Firstly, we were able to locate the account where all the charges are linked, and it was under your name with your previous shipping address listed as the address where all orders were shipped to. ???This explains why you were still billed until this month.???However, I noticed that the email address associated with your active account mirrors your email but appears to have a typo in the domain name or extension.
  
  ******, ???we communicate regularly via email to send you updates about your membership, so we recommend using an email address that you check often. In this case, would you like us to update the email on file? If so, please provide us an active email that you use more often, and we'll take care of it.
  
  ???Secondly, since your boxes were shipped to your previous address, **** usually isn't able to offer forwarding services on packages. ???From what I see in their shipping policy, it's possible your orders may not be forwarded to your new address. You can check out this policy by searching "Mail Forwarding Options" in their FAQ page here: *******************
  
  Although we don't issue refunds, we always offer replacements for lost or damaged items (as long as it's within 45 days of the original shipment date).
  
  Dont worry; heres what we can do for you to make this right, ******!
  
  ???We went ahead and updated your shipping address to ensure it is accurate on your account for all future shipments. We send replacements for this month and last to your new address. They'll ship within 5-7 business days. ??
  
  ???As for the remaining unrelieved boxes, we would be happy to add 14 monthly credits to your account for each month that we're not able to replace due to limited inventory. This means that your BoxyCharm boxes starting July until August 2025, will be on us!??
  
  ???As a heads up, we normally only replace missing or damaged items within 45 days of the original shipment date. Since its been a bit longer than that, the credits issued today was a special accommodation to our usual policy. Thank you for your understanding that we may not be able to offer this again in the future.
  
  With your free credits, they'll be applied automatically and you'll definitely have the opportunity to build your box and pick 3 items each month.??
  
  ???To make sure you're on track with your orders and will be able to customize your monthly boxes, please provide us with an active email that you use more often so we can update the email on file.
  
  Lastly, ???we noticed you mentioned the intention of cancelling this membership, and experience means the world to us. Well always try to do everything in our power to make your experience the best it can be. If you still would like to cancel your membership, please let me know, and well process your request immediately. well keep an eye out for a response from you.
  
  We hope we made things right this time, ******, and thank you again for giving us the opportunity to help you. We hope you have a fantastic day!

  
  With kindness,
  Team IPSY

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have tried to stop this subscription service since August of last year. They do not have phone support, and will not respond to emails. I finally went through my bank to stop payment to them and they just changed the amount so it would go through and get their money. I have not received anything from them since August of last year and they still keep charging me.

  

  Business response

  05/29/2024

  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.

  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. Rest assured, we're fully committed to responding to our members within 24 hours. 

  It looks like we havent received any recent messages from the email youre writing in from. 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. 

  I noticed that you wrote in from ******************* but your IPSY membership is associated with the email address *******************, which is similar but has a typo. I took a look at your account, and I can confirm that it was still active up until May 2024, which is why you were still being billed for your subscription(s).

  As a kind reminder, cancellation requests must be made by noon PT the day before the 1st of the month to be effective for that month. No worries, all your subscriptions have now been cancelled and you will no longer be billed for any IPSY orders.

  With that being said, Ive also made an accommodation for you to our usual policy, and Ive issued refunds for your December 2023 to May 2024 charges. Each refund is $34.63 USD, so your total refund is $207.78 USD.  You should see the funds in your account within 5-7 business days.

  As much we'd love to issue more refunds, however, our system will not let us because you have filed a dispute for these orders with your bank. Please note that once a dispute has been submitted, our system will not physically allow us to make any adjustments to your account until the case is settled.

  Your bank will be in communication with us, and we will assist them in every way needed so that they may reach a resolution for your open claim. Please rest assured that we are standing by with urgency to assist them throughout its resolution process.
  
  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.
  
  Warmly,
  Team IPSY

  Customer response

  05/30/2024

   
  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

  05/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been a member of Ipsy (www.ipsy.com) for nearly 10 years. I pay for two monthly subscriptions. One for me and one for my niece. In October 2023, I found out through general small talk that my niece had not received her packages in two years. She thought I'd just cancelled the membership so she hadn't mentioned it before. What I later learned through my research with the post office was that Ipsy chose a cheaper method of delivery that does not accept mail forwarding. So the change of address my sister submitted in 2021 was never honored by Ipsy, just the ***** Instead of being sent to my sister's new address, the packages were being sent back to Ipsy per Ipsy's delivery methods with ***** However, Ipsy still charged my card every month for approximately two years without delivering packages. They never notified me that the packages were being returned nor did they notify me in their policy that they do not accept mail forwarding, so I had no way of remedying the issue myself. I reached out to Ipsy to resolve the issue in October 2023, but they only issued two months' worth of credit. I checked my bill this month (May 2024) and saw they were still charging me for our current subscriptions when I should have a credit from the two years' worth of packages that were never received. I reached out to Ipsy last week to once again ask if they could resolve this issue. They claimed to have issued a credit to my account for four months and stated that's the best they can do. I advised them that I wanted all of the months my niece didn't receive her packages credited because it's against the law to take money out of my account without providing a product. Can you please assist in resolving this issue? I don't even necessarily need a cash refund. If I could just get the Ipsy credit for the full amount of months I was erroneously billed, I'd be happy with that. I was charged approximately $17 per month for two years. Thank you for your help with this matter.

  

  Business response

  06/18/2024

  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.
  
  On top of the four bag credits and two replacements that were previously issued, we've added another 12 months worth for bag credits to your niece's account for each month that I'm not able to replace.
  
  *******, we normally only replace missing or damaged items within 45 days of the original shipment date. As a heads up, the additional credits we've issued today was a special accommodation to our usual policy, and we may not be able to offer this again in the future.
  
  We truly value your membership and support. If theres anything else we can do for you, please reach out at any time, and well do my best to help! ??
  
  Warmly,
  Team IPSY

  Customer response

  06/20/2024

   
  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

  05/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased $300 of products from this company online. I was sent the tracking number and it was supposed to arrive on April 27th. It never arrived so I gave it a little more time just in case. It says that it has been delivered but it wasnt delivered to my house and there is zero possibility that it was stolen. I spoke with the post office and it was not delivered to my house. I have tried contacting them multiple times (via support chat bot that will open a ticket and have a representative contact me) and I have heard back from one person saying theyll send me a surprise for my troubles. I have written them multiple times begging for them to just refund me for the amount of the purchase and no one ever responds. Please help me.

  

  Business response

  05/27/2024

  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.
  
  We definitely want to resolve this for you as quickly as possible. I've forwarded the information you provided to our team for them to further investigate, and I'll get back to you through email as soon as I have an update.
  
  Let me know if you have any other questions or concerns and thank you so much for your patience.
  
  Warmly,
  Team IPSY

• Initial Complaint

  05/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  IPSY sends me cosmetics monthly and bills my credit card. The company has locked me out of my account and I cannot cancel. They have no customer service (humans) to talk to, just online bots that don't help. At this point they are now just stealing from me. All I want to do is cancel the account and have no further business with them.

  

  Business response

  05/21/2024

  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.
  
  Firstly, thanks for letting us know about your experience with our Glam Bot. We hear you, and we especially know how important it is to get support when needed. Our Glam Bot was designed to provide immediate answers to assist you with your membership. You can also say Contact Support at any time to open a ticket. For more tips on how to use our Glam Bot, you can visit our FAQ page here: bit.ly/3FlboBi.
  
  Don't worry, ******! Now that were in touch, we'll do everything we can to resolve this for you.
  
  Secondly, we currently don't offer phone support, but we're still here for you! The best way to reach us is via email on our help site at help.IPSY.com, via ******** Messenger by visiting this link: m.me/IPSY, or via DM on ******* @IPSYCare. We're committed to responding to members within 24 hours.
  
  Also, thanks for informing us you're having trouble accessing your account.
  
  We've temporarily reset your password in our system so you can regain access to your account. First, we recommend clearing your browser's cookies and cache, which usually does the trick. Check out this website for helpful instructions on how to clear your cache: ***************************************
  
  After your clearing your browser's cookies and cache, please try logging in using the following information:
  
  Email: *********************
  Password: LK5k87Nw
  
  Just a little heads up, passwords are case-sensitive, and emails are usually case-sensitive as well. If you cannot log into a computer or account, make sure the caps lock key is not on and that you are using the correct case for each letter in your email and password. Keep an eye out if there is space at the end of your email and password.
  
  Once you've logged in, please be sure to update your account with a new, secure password. I also recommend double-checking your email address as well just to make sure it's current.
  
  For future reference, you can double-check your spam folder just to make sure the email didn't slip past your inbox as this can sometimes happen. You can also try searching "IPSY password" in your email search box.
  
  While we're bummed to see you go, ******, we understand if you'd prefer to cancel at this time.
  
  With this, we've finalized your cancellation so that you won't receive any future orders. we've also issued you a refund for your recent order, and you should see the funds back in your account within 5-7 business days. Please feel free to keep this month's Glam Bag on us!
  
  We hope we made things right, ******. Feel free to let us know if you have any additional questions or concerns.
  
  Best regards,
  Team IPSY

• Initial Complaint

  05/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I cancelled the service back in January. The company keeps charging me ***** a month and keeps sending me razors. I contacted my credit card and told them I did not authorized the transactions. I received another pack of razors and I tried to sent them back but was returned back to me by the post office.

  

  Business response

  05/10/2024

  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.
   
  Upon reviewing your account, I can see that you have a cancelled Glam Bag membership and an active Refreshments membership. 
   
  During the sign-up process for your Glam Bag membership, we offer a separate membership to Refreshments that begins with a free starter kit. There is a checkbox to enroll that is checked when you sign up for your Glam Bag membership, and enrollment details are located beneath the offer. The checkbox has to be unchecked if you would like to decline this offer. 
   
  Please take note that the classic Glam Bag and Refreshments are two separate memberships under one account linked to your email. This means each membership should be paused, cancelled, or updated separately. I apologize for the extra work this brings and any inconvenience caused.
   
  As a kind reminder, cancellation requests must be made by noon PT the day before the 1st of the month to be effective for that month. No worries, Ive gone ahead and cancelled your Refreshments membership to prevent any further charges. Rest assured you won't receive any more shipments as of next month.
   
  Ive also made an accommodation for you to our usual policy, and Ive issued refunds for this month and last months shipments. You should see two separate refunds of $12.99 USD in your account within 5-7 business days.
   
  I hope this helped, *****! 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.
   
  Team IPSY

• Initial Complaint

  05/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I wanted to buy a gift certificate for someone but when I ordered it, I had a typo in the email address so it ended up going to the wrong email. That was my fault. When I contacted Ipsy, they would neither transfer the gift certificate to the correct email address nor refund me the amount of the gift certificate. They were able to transfer the gift certificate to my Ipsy account, which seems odd. If they could do that, why couldn't they transfer it to a different account? So I went ahead and bought a second gift card for the intended recipient and transferred the original one to my account.So then I had a gift balance on my account. I subscribed to a monthly "Glambag" and I think that the balance was applied to a couple orders, but recently I wanted to use up the gift and cancel my account so I placed an order for some items. At the time that I placed the order, it said I would be charged nothing since the amount was coming out of the gift card. Even now, when I look at my account, it says "Your balance will be applied to all purchases." But Ipsy charged me anyway. Order history has so little information that it's impossible for me to find out which orders were paid for with the gift card and which were charged to my credit card. I have an order confirmation for the gift cards I originally bought, but the confirmation doesn't show the email address it went to so I can't provide that.

  

  Business response

  05/07/2024

  Hi *****, 
  
  Thank you for bringing this to our attention through your complaint on the Better Business Bureau. That is not the experience we intended, and I am sorry that this happened. I want to assure you that we're committed to doing the best we can to fix any issues on our end.
  
  I totally understand your disappointment since you were having some trouble with the gift cards you purchased. Although, we were not able to issue a refund for gift cards that has already been used, I'd be happy to do some research as to why you were being billed for the IPSY Shop order you recently purchased: 
  
  It looks like you recently purchased three $100 Gift Cards. 
  
  The first gift card was successfully redeemed by ******. 
  The second gift card was sent to your IPSY account. 
  The third gift card was successfully sent to ******. 
  
  According to our records, you were able to redeem your gift cards under the following IPSY orders: 
  
  March Glam Bag - $15.99
  March Add-Ons - $10.50
  April Glam Bag - $15.99
  May Glam Bag - $15.99
  
  Total: $58.47
  
  Currently, you have a gift card balance of $41.53. I know how confusing this can be since you recently purchased the order #o_oosiqo-i-lvthv6az amounting to $23.97, yet due to a system glitch, you were being billed for your order through your card. 
  
  No worries, *****! I definitely understand your concern. I've issued you a $23.97 refund, and you should see the funds back in your account within 5-7 business days. You're welcome to keep the order on us!
  
  If it happened that you were being charged through your card while you still have enough gift card balance, please feel free to reach us through email on our help site at help.IPSY.com, ******** Messenger by visiting this link: m.me/IPSY, or ******* DM @IPSYCare. 
  
  Rest assured that we are always here to help you with any of your concerns, and more than willing to resolve it positively. 
  
  Have a wonderful rest of your day!
  
  Warmly,
  Team IPSY 

  Customer response

  05/08/2024

  Hello,

  I am mostly satisfied with the response from the business. However, I would like to have my credit card information removed from their system entirely. It may be linked to any or all of the three accounts they listed: me, ******, and *****.

  I would also like to ask them to delete my personal account.

  Many thanks for your assistance,

  **********;

  Customer response

  05/08/2024

   
  Complaint: 21680170
  
  

  Hello,

  I am mostly satisfied with the response from the business. However, I would like to have my credit card information removed from their system entirely. It may be linked to any or all of the three accounts they listed: me, ******, and *****.

  I would also like to ask them to delete my personal account.

  *****
  

  
  
  

  

  Business response

  05/09/2024

  Hi *****,

  Thank you for bringing this to our attention through your response to your complaint on the Better Business Bureau. I understand you'd prefer to have your billing and account information deleted. I hear you, and I'd be more than happy to help!
  
  As you requested, I've deleted your billing and account information from our system. 
  
  Your May **** Bag will be your last, and you can track it here: ******************************************************************************************************
  
  If you'd like to learn how to unsubscribe from our marketing emails, follow this link for more information: ***********************************************************************************************************************************
  
  Thanks for your patience! Please don't hesitate to ask if you have any other concerns.

   

  Yours truly,

  Team IPSY

• Initial Complaint

  05/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  They make you take a beauty test, where you tell them what kind of product you would like and I have always noted that I do not want eyeshadow in my boxes. *** also known that you had the option of reaching out and letting them know to not send some items for like 6 months. I mean, all the $ we pay, we should be getting what we like. I have been using Ipsy on and off for about 10 years , they have the worst customer service , But I only reach out if I really hate the box. So this month I ordered a box that was more expensive than the others and it took a while for the the money to pull out of my account for whatever reason. I do regularly have this issue with IPSY, but the fact of the matter is theyve never advertised as being first come first serve. With the option that I chose ($67) plus the beauty boost ($15) I was supposed to be able to choose three items from my box as long as I chose them before May 3 at 3 PM. I reached out to them that morning and told them The website wouldnt let me pick the products. She emailed me back and said the window had closed, even though it wasnt and the website itself since I had till 3 PM on on the third. So I explained that to her. We went back-and-forth for a while and she finally reached out to me five minutes prior to 3 PM and told me that she made a mistake and that I should be able to pick my items. Yet the one thing she did not address was the fact that the website was not working out for me to pick my item and now I had five minutes and no way of fixing the situation. **** was the worst help ever. At some point, she gives me 600 points towards my next box after I already let her know that I had canceled my ipsy account due to her poor customer service.I did tell them I wanted all my items for **** that Id be canceling my feature account which I did, and that I signed up for Birchbox where I got to pick all five of my items. I told her I didnt want the points, she canceled my order with no permission.

  

  Business response

  05/05/2024

  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.
  
  First, we're sorry that our IPSY Care's previous responses came off as impersonal. Please know that this isnt the impression we want you to have. We hear you, and we're here to help.
  
  Lauren, we'd like to be transparent with you that some of our members missed out the build your box feature when we couldn't collect their payments after the first attempt or by 3 p.m. PT on the 2nd.
  
  We are still improving our build your box feature to ensure that everyone can take advantage of this.
  
  Meanwhile, for future reference, we highly recommend to secure your payment every last day of each month (when we usually bill all our current members with active subscriptions) to ensure that you'll be able to participate for the build your box feature on the 1st - 3rd of the month. The sooner the better!
  
  We know that you're really looking forward customizing and receiving this month's Icon Box and Beauty Boost, dont worry; heres what we can do for you to make this right, ******!
  
  Even though your account was canceled, you can still use the $25 coupon we've added to your account. Your coupon code is CSMGlvua4tel and it is valid for one transaction in our IPSY Shop through June 4th, excluding Add-Ons. ???
  
  Lauren, here are some coupon tips and reminders:
  
  If you are copying/pasting your code, please ensure there are no additional spaces before or after the code, since the coupon code won't be accepted this way. In any case an error occurs, please try typing the code out exactly as it appears. While doing this, keep an eye out for similar characters, such as:
  
  0's and O's
  I's and l's and 1's (which is i and L and the number 1)
  
  Thank you for giving me the opportunity to help you. I hope you have a fantastic day!
  
  Warmly,
  Team IPSY

  Customer response

  05/06/2024

   
  Complaint: 21669000
  
  I am rejecting this response because:
  This wasnt about being in personal, this was about the fact that they did not seem to know the policies, did not adequately help me fix the technical issue or explain that it wasnt a technical issue and proceeded to cancel my box whenever at any point did I mention I wanted my box canceled, which seems ***** Not impersonal. I was expecting those items in the icon box.
  Sincerely,
  
  *************************

  

  Business response

  05/06/2024

  Hi ******, 
  
  Thanks for your response! We're glad that you reached out so we can take care of this immediately. 
  
  I'm sorry for the oversight made by the representative who handled your case. They're still new here and she's still learning the ropes. They might have been moving too fast and got confused which caused them to miss out on a few key details of your account. 
  
  I'll make sure to forward your concern to the rest of the team to avoid this similar inconvenience in the future. Our sincerest apology for the trouble.
  
  With that said, I see that all of your IPSY memberships are cancelled. In this case, should you choose to rejoin, we'll be happy to add one monthly credit to your Icon Box membership, so that your next Icon Box (August) will be on us, free of charge. 
  
  Just let us know and follow up with us if you've reactivated your membership, and we'll process your Icon Box credit immediately. 
  
  I hope I made things right, ******! Have a wonderful rest of your day! 
  
  Team IPSY

  Customer response

  05/09/2024

   
  Complaint: 21669000
  
  I am rejecting this response because:
  you keep trying to give me options that require me to sign back up for the service. I simply want the last order I paid for.

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

  

  Business response

  05/10/2024

  Hi ******, 
  
  Thanks for writing back! I understand you'd prefer to have your May **** Box and Beauty Boost this month. 
  
  I wish there was an option for us to provide you with your shipment this month and unfortunately, we regret to inform you that we're unable to reactivate your shipment at this time. 
  
  Once a cancellation has been processed, reinstating the shipment becomes unfeasible. We understand this may not be the news you were hoping for, and we sincerely apologize for any inconvenience this may cause. 
  
  However, we'll still be happy to add one monthly credit to your **** Box membership, so that your next **** Box (August) will be on us, free of charge. Let us know if you'd like us to proceed! 
  
  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.
  
  Team IPSY

  Customer response

  05/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory contingent only on the fact that the company applies the credit to my account so I can redeem the August icon box without renewing my subscription.
  
  Sincerely,
  
  *************************

  Customer response

  08/07/2024

   
  Complaint: 21669000
  
  A few months ago , I filed a complaint against ipsy, it was confirmed that I would receive August icon box for no cost after my previous icon box being cancelled against my wishes. When reach out about supplying me with the August icon box claims they have no record.
  
  Sincerely,
  
  *************************

  

  Business response

  08/13/2024

  Hello ******,
   
  We're reaching out in response to your feedback through the BBB website about the promised free **** Box credit.
   
  We've exhausted our records using the previous interaction details you had with us through the BBB website, and we were able to locate one of our colleagues responses on May 10th pertaining to the **** Box free credit.
   
  We've attached their response below for reference:
   
  //
   
  Hi Lauren,
   
  Thanks for writing back! I understand you'd prefer to have your May **** Box and Beauty Boost this month.
   
  I wish there was an option for us to provide you with your shipment this month and unfortunately, we regret to inform you that we're unable to reactivate your shipment at this time.
   
  Once a cancellation has been processed, reinstating the shipment becomes unfeasible. We understand this may not be the news you were hoping for, and we sincerely apologize for any inconvenience this may cause.
   
  However, we'll still be happy to add one monthly credit to your **** Box membership, so that your next **** Box (August) will be on us, free of charge. Let us know if you'd like us to proceed!
   
  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.
   
  Team IPSY
   
  //
   
  ******, since your subscription was not reactivated, the free **** Box credit was not added to your account.
   
  Don't worry, ******! We're here to help.
   
  For us to reactivate your **** Box subscription and add the free box credit, ???first we'll have to reactivate either your Glam Bag or BoxyCharm subscription. ???But before that, we'll be asking for your consent to reactivate. ???We'll also be sure to cancel and delete your account after we add the free box credit.
   
  Just a heads up, ******, ???if a spot is available for this month, you'll get the August **** Box but will no longer be able to pick 3 items as this month's build your box has closed.
   
  With this, please respond to the email we've sent with your confirmation, and we'll take care of the rest.

  We appreciate your continued patience, and looking forward to hearing from you, ******.
   
  With kindness,
  Team IPSY

  Customer response

  08/15/2024

   
  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.
  

  they have confirmed that they can supply an August icon box and I have confirmed that I would like to receive it. I have not had any follow-*** since they asked me which box I wanted, but I do expect to get a confirmation email and tracking for the package. 

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

• Initial Complaint

  05/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up with Ipsy as an extra Christmas gift to my daughter . I have been trying to cancel since March to no avail . I also mistakenly signed up for an extra add on and in the 4 months Ive been charged for it , I havent received anything . They make it impossible to speak to an actual person . Im being charged for add ons and refreshments but have not gotten anything of the sort. Not that I would want it anyway. The boxes are honestly garbage and overpriced but if Im going to be way overcharged at least send me what youre charging me for . Last month I recieved razor blades but no razor ! They are ripping people off assuming they wont notice or will be distracted by the shiny box . I just want this canceled and to be refunded for the many many items I was charged for but did not recieve over the past few months . You can not speak to a human being and emails only answer part of the issue with no resolution. The customer service is absolutely atrocious.

  

  Business response

  05/05/2024

  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 hear you, *******, and we especially know how important it is to get support when needed.
  
  Our Glam Bot was designed to provide immediate answers to assist you with your membership. You can also say Contact Support at any time to open a ticket. For more tips on how to use our Glam Bot, you can visit our FAQ page here: bit.ly/3FlboBi.
  
  Thanks so much for your patience, and now that were in touch, we'll do everything we can to resolve this for you.
  
  Aside from our automated chat bot (the Glam Bot) and email ************************************* you may also reach us through our social media channels as follows:
  
  Facebook Messenger by visiting this link: m.me/IPSY
  Twitter DM @IPSYCare
  
  Looking through our records, we can confirm that the address you provided in the BBB website was the exact one we have on file and all your shipments were shipped to your address.
  

  While we're unable to provide tracking for your January shipment as it is now inaccessible even on our end, here's your tracking numbers for February to April shipments, which look marked as "delivered."
  
  - February BoxyCharm and Refreshments - ************************************************************************
  - March BoxyCharm and Refreshment - ************************************************************************
  - April BoxyCharm and Refreshments - ************************************************************************
  
  Brianna, we rarely see instances of a "delivered" tracking status if the package hasn't been received.
  
  Since you haven't received these packages and they showed as delivered, wed like to encourage you to file a **** Missing Mail Search Request for help with the missing package.
  
  They are responsible for helping to locate your missing packages. Please check out this link: ******************************************
  
  Dont worry; heres what I can do for you to make this right, *******!
  
  We've finalized your BoxyCharm and Refreshments cancellations so that you won't receive any future orders. Just a heads up, we're unable stop your May BoxyCharm order from shipping, but you're welcome to keep the order on us!
  
  *******, we don't usually offer refunds on orders, but we definitely understand your concern. we're happy to make an accommodation for you, just this once.
  
  On top of the first refund that was processed, we've issued you these refunds as follows:
  
  Refreshment
  - $13.04 - February
  - $13.04 - March
  - $13.04 - April
  
  January Add-Ons
  - $39.12
  
  BoxyCharm
  - $34.75 - March
  - $34.75 - April
  - $34.75 - May
  
  As a kind reminder, BoxyCharm refunds were based on the month the cancellation attempt took place, while Refreshments refunds were based on the first month you were billed.
  
  You should see these funds separately returned to your account within 5-7 business days. Please understand that this is a special exception to our usual policy, and we may not be able to offer this again in the future.
  
  *******, we want you to know that we take our member's feedback seriously about our prices, products, and services we offer. We've ensured that our management team is aware of the issues you've encountered.
  
  Thank you for giving us the opportunity to help you. I hope you have a fantastic day!
  
  Warmly,
  Team IPSY

• Initial Complaint

  05/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  March 21st I created an account for ******************** and subscribed for their $14.99 subscription. I had not subscribed to anything else. I cancelled said subscription April 26th after deciding it wasnt valuable to me. I had no intention of buying or receiving anything further from IPSY, however without my knowledge or permission, instead of fully canceling my subscription, they continued to keep me on a subscription that was slightly cheaper at $12.99. I was not given any notice of this and had no knowledge until this morning, May 1st, when an unknown charge came out of my account.

  

  Business response

  05/06/2024

  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.
  
  Upon reviewing your account, I can see that you were previously signed up for the **** Bag and Refreshments membership. We offer a separate Refreshments membership during the sign-up process for your **** Bag membership. There is a checkbox to enroll that is checked when you sign up for your **** Bag membership, and enrollment details are located beneath the offer. If you would like the offer, the checkbox has to be unchecked. 
  
  To clarify, Refreshments is our personalized membership to great, clean fun. Banish boring care routines with superstar essentials made by a sister brand to IPSY. Think: face and body products with sparkling-clean ingredients at itty-bitty prices. Once you sign up, youll get an exclusive free trial offer, so you can test it out and see what you like.
  
  I can confirm that your Refreshments Starter Kit, shipped together with your April **** Bag. With that said, your recurring membership will begin in the 2nd month.
  
  No worries, I see that one of our representatives has already issued a refund for your Refreshments charge amounting to $12.99 USD on May 1, 2024. If it has not reflected in your account, kindly allow 5-7 business days (not including weekends or holidays) from the date the refund was issued.
  
  I hope I was able to help clarify, *******! 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.
  
  Team IPSY

*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. ↩