ComplaintsforIPSY

• Initial Complaint

  09/02/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had a subscription with Boxycharm and decided to cancel the subscription prior to its renewing, I went to their website on 06/03/21 I signed in and canceled the subscription they even sent me an email stating that my subscription had been cancelled with them but then on 06/10/21 (a week later) I received an email stating that they were sending my next box and that they had already charged me for the subscription this is a week after I canceled the subscription. I wasn't home due to traveling for my job they sent it anyway and charged my card $325.49 I tried to contact them by message, email & phone but got no response. I disputed it with my credit card they fought the dispute they also have canceled every month from June 2021 all the way through the entire year, so they took my money and I get no product either and I cannot reach them to deal with this so I'm attempting to try this way, my next step will be an attorney this is theft.

  

  Business response

  09/20/2021

  Business Response /* (1000, 5, 2021/09/02) */ Hi ********, Thank you for taking the time to reach us and provide feedback about your experience through the Better Business Bureau. Having reviewed your account, we can see that the subscription was renewed for an additional term because it was still on an 'Active' status on the renewal date (June 1, 2021). But, we can confirm that your subscription has been cancelled. In reviewing your account, we can see that you submitted a dispute and it's currently under review. While the pending dispute is being resolved with your bank, a hold has been placed on your unshipped boxes, and your subscription has been canceled to prevent further charges. If there is anything else that we may have missed, please do not hesitate to let us know, and we'll be there! Consumer Response /* (3000, 7, 2021/09/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have fought so hard for $325.00 when they could have had a repeat customer and made way more over the years from me if they had done things differently and not just with me because after what I've read here it sure looks like they do this a lot. I'm very unhappy with this companies response to my cancellation even though I cancelled this subscription a week prior to them deciding to send me the first months box out and even with the knowledge that I didn't want to continue to receive the boxes at this time and although they acknowledged my cancellation they continued to send it out and kept the money but it's okay because it's a lesson learned for each of us that has had this occur they have just lost another customer they may not care right now but eventually they will lose enough ppl that they will have to care because in business it's all about customer retention not just the money you can get right away but the returning customer is always a boon but okay they got the money this time but not ever again at least not from me because I can find another company that will do better by me and actually listen, have customer service and care about what I need not what they want. They do have a no refund policy and the way it's worded is why this occurred and why they get to keep the money and it's not just to me but reading down through here to many others as well, guess it's a good policy for them right now but nothing lasts forever and word gets around. They will be receiving a letter from my card soon then I guess we see what they decide to do at that time. I would prefer a full refund as I have not received anything from them and do not want anymore of their products as I do not want to do any business with them anymore due their response and this entire situation that never needed to be taken this far and could have easily been resolved in a much better way but this is what happens when there is a lack of communication due to lacking good customer service. Business Response /* (4000, 9, 2021/09/07) */ Hi ********, Thank you for following up with us! We want you to know that we take your feedback very seriously, and we're always taking strides to make the process better. We appreciate you for taking the time to let us know about this and we are committed to improving our standards and processes to get the best resolution and timely responses to all our Charmers. We have also passed your feedback to the team to further investigate to be able to help us improve since it is our motivation to provide a Charming experience. We can see that your disputed charge is currently showing as ""Pending"", and the decision will be made on October 22, 2021. In case your bank has informed you about this, we need a proper document to be submitted stating that the dispute was resolved in our favor, not a bank statement. Your financial institution is able to provide that for you. Once we receive the proper documents, we are able to proceed with the refund of your unshipped boxes. Here is the following information that must be shown on the document: Cardholder's name Last four digits of the card Original charge amount & date Conditional credit amount & date Reversal of conditional credit amount & date We look forward to your prompt response!

• Initial Complaint

  09/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had a Boxycharm subscription for 2 years now. I just this morning checked my bank account to realize it was in the negatives even though I just got my check because they charged me 4 charges. One 35$ one 176$ one 26$ and one 27$. I'm unsure where these charges are coming from, I CANNOT reach customer service to save my life. I was charged 2 overdraft fees because of them and I cancelled my subscriptions. I would like a refund for the 35$ and 176$ so I can get my overdraft fees waived because like I said I'm not sure what I'm being charged for I'm positive I cancelled my 6 month subscription and I do not want two of the same box or even 3. They sent me this generic email with no customer care line saying I should've cancelled before the first of the month but I had already cancelled my 6 month. I just had to go cancel everything again. I was a long time customer and would like to keep subscribing but this is too much. I've seen strange extra charges before as well.

  

  Business response

  09/24/2021

  Business Response /* (1000, 5, 2021/09/03) */ Hi *******, Boxy here! Hope you're doing well! 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. Please know that your experience is very important to us, and we know it is a frustrating situation having been billed multiple times. Also, we're very sorry to hear about the overdraft! The Charmer experience means the world to us, and we are very sad to hear that this happened. We understand your frustrations and are here to help. Having reviewed your account, we can see that the BoxyCharm Base subscription renewed for an additional term due to the cancellation taking place after the renewal occurred. Also, your BoxyCharm Premium subscription is still active on the renewal date. Since we're an automated subscription service, and as you may know, subscriptions must be canceled prior to the 1st of the renewal month to prevent an unwanted renewal. No worries! We went ahead and canceled your BoxyCharm Premium subscription. In this case, we're also able to offer a one-time exception and have issued a refund of $176.03 and $37.80. You should see the funds available within 7-10 days depending on your bank. We can confirm that your subscriptions will not renew for additional terms, and your final Boxy will be this month's boxes. You can expect a tracking number for it within 15 days from the renewal date. As for your overdraft fees, please contact your bank for more information and assistance. Thank you so much for your understanding! We hope this helped and will be here if you have any additional questions or concerns. We hope to see you again one day!

• Initial Complaint

  09/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a subscription with boxycharm that started around the beginning of 2021. My wife and I recently decided to cancel the subscription due to unrelated circumstances. My wife logged on to her online account through this company and canceled her subscription in July 2021 before the next subscription billing cycle. We were billed again in July and August. An email was sent to boxycharm customer support team to help cancel the subscription. No one has contacted us about our problem. We just recently had another payment get processed for September. I have tried contacting their corporate office number but it does not go through. I am looking to get some help canceling this subscription so they will not take any future payments from us. I am also looking for a refund of $82.32 for the three months we have been trying to cancel. Thank you for your time and hope you can help.

  

  Business response

  09/24/2021

  Business Response /* (1000, 5, 2021/09/02) */ Hello Charmer, Thank you for contacting us and registering your BBB complaint relating to your BoxyCharm account. We would like to extend our sincerest apologies for the inconvenience you have encountered with the cancellation of your membership. We attempted to search for your account using the email address (***************@gmail.com) you reached out to us from but were not able to locate one. We take your account security very seriously and kindly ask that you respond with all of the following information so that we may locate your account: The full name and email address that you used to subscribe The shipping address currently on the subscription The payment method on the account. If it's a credit or debit card, please provide the last 4 digits and the expiration date of the card currently on the subscription. If it's PayPal, please provide your PayPal email address registered with BoxyCharm. We are eager to assist you and look forward to hearing from you!

• Initial Complaint

  09/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 31st, I used a code SUMMER50 to purchase a subscription box. The code gave me a discount and I was charged for the month of August. Then today, on September 1st, I look at my bank account and I was charged for another month. I was surprised because a MONTHLY SUBSCRIPTION is supposed to occur MONTHLY, meaning that the next payment should have been 29 days LATER. Later on when I try to contact them for help, it was not after I had to DIG TO FIND that they have a policy where they charge you in the beginning of the month even if you had signed up at the end of the previous month. WHERE DOES THAT MAKE SENSE. Customers are under the pretense that just like any other monthly subscription, payments would be MONTHLY. I was charged for 2 months within a week and this is a shady business trick that they don't even tell you this policy when you sign up, you have to dig for it on the website. They need to be punished and warned that they need to start being clear with customers.

  

  Business response

  09/24/2021

  Business Response /* (1000, 5, 2021/09/02) */ Hello Charmer, Thank you for taking the time to reach us and provide feedback about your experience through the Better Business Bureau. We cannot begin to stress how apologetic we are for the experience you had with us. Please know that we pride ourselves on creating a wonderful Charmer experience, and we would like to extend our sincerest apologies to you for the impression you have been left with. We attempted to search for your account using the email address *************@gmail.com, but were not able to locate one. We take your account security very seriously and kindly ask that you respond with all of the following information so that we may locate your account: ïï��ï�� The full name and email address that you used to subscribe ïï��ï�� The shipping address currently on the subscription ïï��ï�� The payment method on the account. If it's a credit or debit card, please provide the last 4 digits and the expiration date of the card currently on the subscription. If it's PayPal, please provide your PayPal email address registered with BoxyCharm. We are eager to assist you and look forward to hearing from you! Consumer Response /* (3000, 7, 2021/09/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received a response from them not too long ago and it was a very generic response that didn't resolve the issue whatsoever. Not only will they not give me a refund, but they will not fix the other issue of hiding how their policy works so that it's fair to everyone. Business Response /* (4000, 9, 2021/09/07) */ Hi ****, Thanks for getting back to us, and we appreciate the details provided. We have reviewed your account and can see that your account was created and billed on August 31 for your August Boxy. Then, you were billed on September 1 for your September Boxy. According to our billing cycle, you will be billed for your first box upon subscribing and your first box will be that month's box (unless our site is featuring a different box). Then, your next payment will automatically be scheduled for the 1st day of each following month, per your subscription term, moving forward. Boxes ship within 15 days from the date of purchase with a tracking email. Be sure to check your Spam/Junk folders and add *******@BoxyCharm.com and *******@email.BoxyCharm.com to your email address book to ensure our emails aren't accidentally misrouted there. We hope this information has been helpful in clarifying any confusion regarding your billing and hope that you love both of your boxes! Please do not hesitate to contact us should you have any further questions or concerns regarding your account. Consumer Response /* (2000, 11, 2021/09/14) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  09/01/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have been trying to cancel over the phone and through email. Money was taken out of my account for future subscription. However had they had a correct email and/or live customer service I may have been able to cancel sooner. When I email it says it's invalid and send me to an information page. With the same ways to contact that haven't worked before. I was finally able to get in and cancel but I would like a refund. I didn't even get notified that they were going to take the money or that it was time to renew. They set you up to not be able to cancel so they can get your money. I

  

  Business response

  11/05/2021

  Business Response /* (1000, 5, 2021/09/01) */ Hi *********, We are reaching out regarding your complaint through the Better Business Bureau. We can only imagine how unnerving your experience has been and we're sorry to hear about the trouble you encounter while cancelling your subscritption. Because we are a fully online merchant, we do not have a customer service phone number and we may only assist customers with their inquiries via email. This is becoming an increasingly popular means of communications as more people continue to drop their business lines to make way for emails and social media. Other fully online merchants, particularly subscription boxes, choose to operate this way as well. Rest assured we want you to know that we take your feedback very seriously. Just a kind reminder that once you're signed up for BoxyCharm, you'll be charged for your subscription renewal on the first day of the month starting at 12 a.m. ET per the subscription term you selected (unless you cancel your subscription before you are scheduled to be billed). For more information about billing, we invite you to check out our FAQs at support.boxycharm.com Having reviewed your account, we can see that the subscription renewed for an additional term due to the cancellation taking place after the renewal occurred. In this case, we're able to offer a one-time exception and have issued a refund of ******* for all of the unshipped months of this subscription term. You should see the funds available within 7-10 days depending on your bank. We can confirm that your subscription will not renew for additional terms. Thank you for allowing us to make this right.

• Initial Complaint

  08/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  August 17th, 2021, I created an account and, having no need for Premium or Luxe options, selected Base box. Aug 18, I received an email notifying me that the current Premium was a limited-edition Takeover collaboration with ABH X Norvina, one of my favorite brands. I scoured the mailer several times to ensure it was not intended for months coming or past, then followed the embedded link to purchase. It's not uncommon for brands to list previous months' boxes for sale, so I thought nothing of the fine print noting the inclusion of June's generic box. A week later, I still had no shipping information and reached out to Boxy to ensure I hadn't mistakenly been put on September's generic box list, seeing as I had only purchased the collab. Aug 27, I finally heard back- despite ordering from the only ad in my email (in fewer than 3 hours of its arrival), not one of the promised products would be sent. No refund was to be issued, no correction. They had made an error, and I was the one to pay

  

  Business response

  11/05/2021

  Business Response /* (1000, 5, 2021/08/31) */ Hi ******, Thank you for taking the time to reach us and provide feedback about your experience through the Better Business Bureau. We cannot begin to stress how apologetic we are for the experience you had with us. Please know that we pride ourselves on creating a wonderful Charmer experience, and we would like to extend our sincerest apologies to you for the impression you have been left with. We attempted to search for your account using the email address ************@gmail.com, but this account was canceled since 2019. We take your account security very seriously and kindly ask that you respond with all of the following information so that we may locate your correct account: - The full name and email address that you used to subscribe - The shipping address currently on the subscription - The payment method on the account. If it's a credit or debit card, please provide the last 4 digits and the expiration date of the card currently on the subscription. If it's PayPal, please provide your PayPal email address registered with BoxyCharm. We are eager to assist you and look forward to hearing from you!

• Initial Complaint

  08/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have several boxy charm accounts. one is supposed to be canceled. I dont use it or login, i spend hundred of dollars every month or more with my other account I use, To my surprise this month the inactive account was charged 45 to my bank. i did not authorize it and was surprised. when I messaged them they kept telling me it was active, even tho the account had not been used or sent anything for a year, which I sent them. I wanted to know how it got activated and dispute the charge and beb refunded, I told them well in advance as soon as i got the notice I did not want this boxy I did not order it i wanted this account to be canceled as they has told me befor eit was and have my info removed, I am insulted they refuse to recoitfy this or messag eme back now as they can see my other account and how much I buy and what kind of customer I am and they still choose to ignore me. Regardless, this is not something I authrozed nor will they explain why or how it happened or even apologize

  

  Business response

  09/09/2021

  Business Response /* (1000, 5, 2021/08/27) */ Hello ******, Boxy here! Hope you're doing well! 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. Your experience is very important to us, and we know it is a frustrating situation having been billed multiple times. The Charmer experience means the world to us and we are very sad to hear that this happened. We understand your frustrations and are here to help. ****, we cannot begin to stress how apologetic we are for the experience you had with us. Please know that we pride ourselves on creating a wonderful Charmer experience, and we would like to extend our sincerest apologies to you for the impression you have been left with. Believe us, adding up frustrations on your behalf was never our intention. Our primary goal is to ensure that every Charmer will be certainly satisfied with our products and services. To make this right, we have issued you a refund of $30.00 for the above. You will receive an email confirmation of the refund shortly. The funds are typically returned within 7-10 days, depending on your bank. We have also forwarded this to our team for further investigation. In addition, we are happy to inform you that the August box is on its way to you. Please see tracking information below. Please be advised that there is no need to return the extra item to us. Go ahead and keep the bonus goodies as our gift - keep them as back-ups or share them to spread the Boxy-love! APC Tracking Number: XXXXXXXXXXXXXXXX https://us.mytracking.net/APC/track/TrackDetails.aspx?t=XXXXXXXXXXXXXXXX We understand what a big letdown this experience must have been. We can't express how sorry we are. Please understand that we are constantly working on improving ourselves and ensuring that customers like you have a smooth experience with us always. If there is anything else that we may have missed, please do not hesitate to let us know, and we'll be there! Making sure that you have a Charming experience is our top priority. Meanwhile, we wish you a Charming day ahead!

• Initial Complaint

  08/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Received monthly subscription on 8/17/2021. Upon opening the box, I discovered that there was a damaged product and bug(s). I have made multiple attempts to contact the business (Boxy Charm) to resolve the matter. However, this has been to no avail. I first attempted to contact the company through their website, but you can only speak with a robot electronically that says, someone will email you back within 2-3 days. That's never happened. The email they list on their website for customer service automatically responds by saying that no one checks it. (So why say that's the customer service email?). The company has no phone number and seemingly willfully ignores customers.

  

  Business response

  09/10/2021

  Business Response /* (1000, 5, 2021/08/24) */ Hi ********, We are reaching out regarding your complaint through the Better Business Bureau. We can only imagine how unnerving your experience has been, we're sorry to hear about how your box was when it arrived. We want you to know that we are just as invested as you in getting to the bottom of this matter. We issued a one-time courtesy refund for the entire box, which is $27.28 USD. The funds will reflect on your statement within 7-10 business days, depending on your bank. We take your feedback very seriously. Because we are a fully online merchant, we do not have a customer service phone number and we may only assist customers with their inquiries via email. This is becoming an increasingly popular means of communications as more people continue to drop their business lines to make way for emails and social media. Other fully online merchants, particularly subscription boxes, choose to operate this way as well. While we can't promise that things will be perfect right now, what we can guarantee is that we'll keep working to improve how everything works, especially with how fast we get to resolving future issues you may encounter. Thank you for your patience and understanding in this matter. Feel free to contact us again if there's anything else that we can help you with. Have a Charming day!

*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. ↩