ComplaintsforIPSY

• 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

• Initial Complaint

  05/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Date of transaction may 1st for $33.87 They tried to charge Me again for 99$ so I canceled my membership and they won't give me a refund

  

  Business response

  05/03/2024

  Hi *********,
  
  Thank you for bringing this to our attention through your complaint on the Better Business Bureau website. We sincerely apologize for any confusion and inconvenience you have experienced. Your satisfaction is of utmost importance to us, and we appreciate the opportunity to address your concern.
  
  Upon reviewing your account, I can see that you signed up for both the BoxyCharm and **** Box memberships on April 30, 2024. As a kind reminder, we bill members upon signing up to secure their shipment in the current month or guarantee next month's order. This is why you were billed for your BoxyCharm membership upon signing up. 
  
  However, you are also signed up for the **** Box membership. Keep in mind this is a quarterly upgrade to your base membership, so well charge you for your BoxyCharm monthly, and in February, ***, August, and November, youll be charged for your **** Box.
  
  **** Box is $60 USD shipment, and your **** Box will replace your base subscription that month. Since *** is an **** Box month and our automated system always tries to collect payment on the day before the 1st of each month, this is why there was an attempt to bill you the amount of $65.74 USD. I can confirm that we haven't been able to collect payment for your *** **** Box due to a billing issue with your card and no successful charge went through. 
  
  No worries, I see that one of our representatives has already issued you a refund for your BoxyCharm charge of $33.87 USD and the funds should be back in your account within 5-7 business days (not including weekends or holidays) from the date the refund was issued. 
  
  Furthermore, since you have canceled your BoxyCharm membership, your **** Box was also cancelled automatically since **** Box is an exclusive upgrade only available to members who have Glam Bag or BoxyCharm subscriptions.
  
  I hope this helps clarify, *********! If you have any questions or want more information, don't hesitate to reach out. We're happy to help!
  
  Team IPSY

• Initial Complaint

  05/02/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  They overcharged me and make it impossible to cancel the subscription. They con you into joining with high end cosmetics for the first months and then junk. I owed then $12.84 ND THEY TOOK $66.00 OUT OF MY ACCOUNT!

  

  Business response

  05/02/2024

  Hi *****, 
  
  Thank you for bringing this to our attention through your complaint on the Better Business Bureau website. I know the feeling when things don't go as expected, and I want to assure you that we're here to help. We sincerely apologize for any confusion and inconvenience you have experienced. Your satisfaction is of utmost importance to us, and we appreciate the opportunity to address your concern.
  
  Upon reviewing your account, I can confirm that you previously had active BoxyCharm, Icon Box, and Refreshments memberships. I've double-checked, and I was unable to locate any cancellation requests for your memberships which is why you were still 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, I can confirm that all your active subscriptions have already been cancelled to prevent any further charges. Furthermore, one of our representatives has also issued refunds of $66.19 USD and $12.84 USD and you should see the funds back in your account within 5-7 business days (not including weekends or holidays). 
  
  With that said, since the cancellation request was made after the deadline, our automated billed system still tried to charge your card for this month's shipment. No worries, since your memberships have already been cancelled, no charge will go through, and you will no longer be billed for IPSY orders. Kindly disregard any billing notification emails that you receive or any shipment emails you receive, these are just automated emails. 
  
  You have already been unsubscribed from our mailing list and this will take effect within the next 5-7 business days. 
  
  I hope I was able to help, *****! 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

  05/06/2024

   
  Better Business Bureau:
  
  

  I received an email that stated they would issue a full refund and cancel my subscription as requested.

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

• Initial Complaint

  05/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On April 12 I purchased 12 products from Ipsy totaling $268.90. This order shipped the following week, but according to tracking never made it to the ***** I emailed the company several times, and in the end they said they would resend my items, (because there had been zero movement on my package in 2 weeks) but could not guarantee I would get the same items I ordered, because of supply issues. I told them that if I couldnt have the EXACT items I ordered, I want the cost of those items to be refunded to my original form of payment. I was told that they do not issue any refunds. I find this to be very dishonest and scammy. I ordered specific items for a reason, I do not want to substitute them for a different product. All I am asking for is any items that can be exactly replaced to be refunded to my original form of payment. I do not want store credit. I will never be doing business with this company again. Tracking Number: ********************************** Order Number: o_n8wip1-i-luxccqxj

  

  Business response

  05/02/2024

  Hi *******, 
  
  Thank you for bringing this to our attention through your complaint on the Better Business Bureau website. I know the feeling when things don't go as expected, and I want to assure you that we're here to help. We sincerely apologize for any inconvenience you have experienced. Your satisfaction is of utmost importance to us, and we appreciate the opportunity to address your concern.
  
  Firstly, I would like to apologize for the oversight that was made by one of our representatives made. It seems like they issued a replacement order for your April BoxyCharm, and not your IPSY Shop order (o_n8wip1-i-luxccqxj). They might have gotten confused and moved too fast. I'll make sure to forward your concern to the rest of the team to avoid this similar inconvenience in the future. No worries, I'm happy to help clear things up.
  
  Rest assured that we do not use substitute items when replacing your IPSY Shop orders and substitute items only apply to your monthly subscription orders. 
  
  Furthermore, I'm sorry to hear that your order has not arrived. Ive taken a look at your tracking, and it seems there hasnt been any movement (bummer!). I totally get your excitement about receiving your order and can relate to the anticipation of it not arriving on time. But dont worry, Im here to help you in any way I can.
  
  I wish I could issue a replacement, but we're now out of stock. Instead, I've issued you a full refund of $268.90 USD. You should see these funds in your account within 5-7 business days.
  
  Also, I see that you have already cancelled your membership. You won't receive any more shipments as of next month and you will no longer be billed for future IPSY orders. 
  
  Thanks for giving us a try and we hope to see you again, *******! Let me know if you have any other questions or concerns. 
  
  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. ↩