ComplaintsforIPSY

• Initial Complaint

  04/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  out of the 30 something dollars I paid to get my glam box for ***** and I do not receive all of the items I picked out and I advise Ipsy customer care team about it and you get assigned to my case and tell me you are going to replace my items that I advised of not being sent with my ****** and 2 of the 7 items I purchased were no longer in stalk and you stated you sent back $12 and some change back to my card which of whom I called my merchant provider and they stated theres no pending transactions associated with my account, not only that, I received my Ipsy package this morning and only 2 out of 7 items you sent back to me?? How did Ipsy figure that?? And then not reimburse me what I paid for with my glam bag because your company runs out of stock and think that you are just going to keep my money?? Is that how Ipsy does business for long time 10 YEAR CUSTOMER?????? I either want brand new items from the *** glam box FREE OF CHARGE AND I GET TO PICK OUT MY ITEMS FREE OF CHAGRE or I will take this to the attorney generals office, the BBB, and to your social media page if this is not rectified!! You rod advised my if the items I was getting and you blatantly lied to my via email regarding my items and the fix you stated your company IPSY was going to do and did not fulfill it as promised!!! I want a completely new glam box for *** free of charge and I want all my money back for my ***** glam box as well!! You need to get back to me immediately surrounding this matter!

  

  Business response

  04/28/2024

  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 apologize for 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.
  
  We value your trust, and its important for us to keep you informed about your payments and receive the orders you've paid for. Weve done some research, and heres what we found out.
  
  It looks like my colleague, ***, missed to send the remaining of your April *** items as well as your one of your ****Ons, the MISCHO BEAUTY Setting Spray when he processed the replacement on April 16th.
  
  We sincerely apologize for the inconvenience this has caused. Rod, is new here and he's still learning the ropes.
  
  Don't worry, ******! One of our IPSY Experts issued you a full refund for your April BoxyCharm and ****Ons.
  
  We've attached a screenshot for your reference.
  
  You can also share the *** (Acquirer Reference Number) with your bank to confirm to confirm these refunds.
  
  The *** (Acquirer Reference Number) will help your bank trace the refund.
  
  Acquirer Reference Number (***): *********************** - April BoxyCharm
  Acquirer Reference Number (***): *********************** - April ****Ons
  
  We want to make it up to you, ******, and we can see that youve been a loyal and long-time member, and we truly appreciate your continued support.
  
  On top of the refund, we've added one free box credit to your account. Your upcoming May BoxyCharm will be on us!
  
  To make sure you'll receive your free box in **** we've unpaused your membership before we added the free box credit. If you'd like to still pause your membership, you may do so after you choose your product for next month's shipment.
  
  We hope we made things right, ******! As a member, you deserve the best experience possible. Have a wonderful rest of your day!
  
  Warmly,
  Team IPSY

  Customer response

  04/29/2024

   
  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

  04/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been trying to cancel this subscription for about two years now it keeps going through my bank. I told my bank to stop payment on this, but somehow it keeps going through. I want this canceled immediately. I tried to contact ipsy, but they keep giving me the runaround. They also tried to charge me 1999 to cancel it. Theyre charging me money to cancel, the subscription I told him Im not paying it. How do I get them to stop this?

  

  Business response

  04/27/2024

  Hi ******,

  Thank you for bringing this to our attention through your complaint on the Better Business Bureau website. We strive to offer you the best IPSY experience possible to meet your expectations and we apologize for not meeting your expectations in this situation. I can understand how disappointing unexpected charges are!
  
  I double-checked our records, and I was able to locate your accounts associated with the following emails:

  1. ******************** account with no ******************** membership
  2. s******[email protected] - canceled in 2018
  3. s**************[email protected] - active Glam Bag
  
  For your convenience, I've finalized your cancellation so that you won't receive any future orders. I've also issued you a refund for your recent order, and you should see the $17.59 funds back in your account within 5-7 business days. I can't stop this order from shipping, but you're welcome to keep the order on us!
  
  Also, it looks like your payment method was automatically updated when your bank issued you a new card. This is a feature that many banks and credit card companies offer for convenience, especially for recurring payments like memberships. If you'd like, you can contact your bank or credit card company to opt out of this feature so it doesnt happen again.
  
  As a kind reminder, our official accounts on Instagram and ******* are @IPSY and @IPSYCare. IPSY emails are also sent via *************************************************** or ********************************************************** We do not have any other accounts, so if you've received a message from another account claiming to be us and asking for cancelation payments, please do not give out your information.
  
  Rest assured that you will no longer be billed for any IPSY shipments! You're welcome to rejoin in the future if you change your mind. We hope to see you again one day!

  
  Yours truly, 
  

  Team IPSY

  Customer response

  04/29/2024

   
  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

  04/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I made purchase through Ipsy and they sent it to the incorrect address. I tried contacting the company but the will not resend my items. I have a membership through Ipsy and they sent out to my new address before I dont know why they would send my big box somewhere else.

  

  Business response

  04/17/2024

  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.
  
  While we can assure you that your address is updated for your memberships, please know that the orders placed from the IPSY Shop were in a separate shipment from your monthly membership and will not default to the address where your boxes are shipped. 
  
  When shopping in the IPSY Shop, its important to double-check and ensure that you select the correct address or add a new one during checkout since this does not automatically select the most recent address. Once orders are placed, they become non-refundable and non-exchangeable.
  
  Furthermore, I want to assure that we will always replace undelivered orders to you at no cost as long as it's within 45 days of the original shipment date and we have available inventory. 
  
  We wish we could send out a replacement for your order, but we no longer have inventory available for these items. We are provided with inventory for replacements when order issues occur. Our replacement inventory is separate from the inventory sold in stores and we can confirm that we do not have replacement inventory now.
  
  I definitely want to help make up for this and do something special for you in light of this experience. Ive added ********************************************************************************* the points store: *********************************************
  
  I hope you find something you love! Once redeemed, the product(s) will ship with next month's subscription order.
  
  Your membership experience means the world to us. If there's anything else I can do for you, please reach out at any time, and I'll do my best to help!
  
  Warmly,
  
  Team IPSY

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company will not cancel my order. I want them to cancel it immediately. I do not approve them charging my card. Theyve sent me a link to cancel and the link does not work. There is no other way to resolve this so I am taking it to BBB to force them to cancel my membership. I currently have my card locked so they cant charge me, but they attempt every day. I have attached a screen shot.

  

  Business response

  04/17/2024

  Hi *******, 
  
  Thank you for bringing this to our attention through your complaint on the Better Business Bureau website. I'm sorry for any inconvenience that this situation has caused! Please know those werent our intentions and we'd be happy to assist you with this. 
   
  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.
  
  No worries, I went ahead, and I've canceled your subscription, and you won't receive any more shipments. Moving forward, you will no longer be charged for any IPSY orders, unless you rejoin. 
  
  Let me know if you have any additional questions, and Ill do my best to help. Thanks for giving us a try and we hope to see you again, *******! 
  
  Warmly,
  
  Team IPSY

• Initial Complaint

  04/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have cancelled my membership and I am still being charged every other month for 2 accounts. I have not received a package in over a year. The shipping information is invalid and doesnt show a delivery but I am being charged bi-monthly. Ipsy does not provide a phone number for customer service so I am writing the ******************** in hopes that that can cancel my membership correctly and refund my money.

  

  Business response

  04/17/2024

  Hi Cameo, 
  
  Thank you for bringing this to our attention through your complaint on the Better Business Bureau website. I'm sorry for any inconvenience that this situation has caused! We know unexpected charges are confusing, and we'd love to sort things out for you! 
  
  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.
  
  Upon reviewing your account, I can confirm that you currently have an active Glam Bag membership and a canceled Refreshments membership which was canceled on January 4, 2023. 
  
  Please take note that the classic Glam Bag and Refreshments memberships are two separate memberships under one account linked to your email. This means each membership should be paused, cancelled, or updated separately.
  
  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 canceled your Glam Bag subscription to prevent any further charges.
  
  Ive also made an accommodation for you to our usual policy, and Ive issued refunds for the 3 most recent charges. You should see three separate refunds of $16.97 USD in your account within 5-7 business days.
  
  As a heads up, we normally replace missing or damaged items within 45 days of the original shipment date. Since its been a bit longer than that, the refund issued today was a special accommodation to our usual policy.
  
  I hope this helped, *******. Let me know if you have any additional questions, and Id be happy to help!
  .
  Team IPSY

• Initial Complaint

  04/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They over charged me and took out a payment twice. My bank statements show absolutely no refund. I tried contacting the company but they just use robots and automatic emails. It may not be much but its not for them to take.

  

  Business response

  04/12/2024

  Hi Mackensie,

  Thank you for bringing this to our attention through your complaint on the Better Business Bureau website. I understand, and I'm sorry for any inconvenience that this has caused you. This was not our intention, and this is not the impression we'd like to leave with our valued members. I've reviewed your previous interactions with us, and I'm all caught up. 

  I've double-checked our records and can confirm that we have refunded you for the for the March Icon Box charge amounting to $66.33 USD on March 14, 2024, to your card ending in 2502. I understand that navigating these situations can be challenging and Im sorry you had some trouble, and I want to help you find the answers you need.
  
  In this case, we are able to provide you with the **** (System Trace Audit Number), which is a unique number assigned to the transaction that will allow your bank to locate the refund. We recommend that you provide your bank with the **** number below for further assistance with locating your refund. We also recommend reaching out to the refund specialist department of your bank, as they are more experienced in handling such matters and can provide the assistance you need.
  
  Amount: $66.33 USD
  ****: 455123

  With the ****, your bank should have no problem with locating your refund. Kindly reach out to your bank for more information and assistance! 

  I hope this helped! Let me know if you have any additional questions, and Id be happy to help. 
  
  Yours truly, 

  Team IPSY

• Initial Complaint

  04/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have requested to cancel my subscription to IPSY multiple times in the past 2 years and these requests have gone unnoticed and unanswered. Their website states, after logging in, that I have no active subscription and even requests that I start it back up. When calling customer service, there is no live person, instead you're required to leave a voicemail. I have done so requesting my cancellation and have never received a call back nor have the charges stopped hitting my bank account. I am currently working with my bank to dispute and reverse these charges made by IPSY totaling $286.11 in the last 18 months.

  

  Business response

  04/07/2024

  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 looked through our records, and it looks like we havent received any messages from the email you provided to BBB pertaining to your cancellation request. 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. We're sorry for any trouble this may have caused.
  
  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.
  
  No worries, we're here now, and we're happy to help.
  
  Looking through your account, we can confirm that your Glam Bag membership was canceled on 01/03/23; however, we've noticed that ***************** membership is still active.
  
  The charges in the screenshot you provided include Glam Bag charges for November 2022, December 2022, and January 2023, since your membership remained active until January 23, 2023.
  
  After that, our system continued to bill you for ***************** recurring product     (Razor Cartridge Refills (4 Pack)).
  
  We're sorry to hear that these charges caught you by surprise, **********!
  
  During the sign-up process for your Glam Bag membership on 01/02/22, we offer a separate membership to ************ 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 know that since ************ is a separate membership, it will not affect your Glam Bag membership and vice versa. This means that each membership should be paused, canceled, or updated separately.
  
  Alexandria, we've made sure to cancel ***************** membership, and rest assured that we'll no longer be charging your card unless you reactivate.
  
  Along with this, we've issued you 6 months worth of refunds with the following amounts and orders:
  
  - $13.17 - April ************ charge
  - $13.17 - March ************ charge
  - $13.17 - February ************ charge
  - $13.17 - January ************ charge
  - $13.17 - December ************ charge
  - $13.17 - November ************ charge
  
  You should see the funds separately back in your account within 5-7 business days.
  
  As for the remaining charges, wed recommend that you check with your bank to see if you can get those charges reversed.
  
  If you need anything else, please reach out at any time and well be there.
  
  Best regards,
  Team IPSY

• Initial Complaint

  04/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Initially I had paused my membership for three months. On 12/9/23 I reached out to Ipsy because even though I had paused my membership they were still trying to bill my card. Was assured it wouldnt happen again and it continued to happen, so on 12/13/23 I asked them to completely cancel the account as I was still receiving emails from my bank that they were trying to charge my card. On 3/31/24 I received an email from my bank that they attempted to bill my card again. I never reopened my account. I opened a ticket with the company and informed them that I had canceled my membership in December and under no circumstances were they authorized to charge my card, yet they attempted to. The representative replied stating that they looked into my account and I had requested to pause it a month prior which was an outright lie. I have the emails to prove it. I sent them a copy of the email dated 12/13/23 where I instructed them to completely cancel my account. They did not even apologize for outright lying and then proceeded to say that I should rest assured my account had been completely cancelled and I wont be billed in the future. Today, 4/2/24 I received an email from Ipsy stating that they needed my updated billing information, as they were having trouble processing the payment for my April bag. So with that being said I assume their representative must not have cancelled my account as instructed multiple times

  

  Business response

  04/02/2024

  Hi ******, 
  
  Thank you for bringing this to our attention through your complaint on the Better Business Bureau website. I understand, and I'm sorry for any inconvenience that this has caused you. This was not our intention, and this is not the impression we'd like to leave with our valued members. We really appreciate your kindness and understanding while we work to make things right.
  
  I've reviewed your previous interactions with us, and I'm all caught up. It seems like the previous representative who handled your case back in December, failed to process your cancelation request properly and your cancelation did not go through successfully. I apologize for the oversight that was made and I'll be sure to let their supervisor coach them about what happened.
  
  Upon reviewing your account, you requested to pause your membership for 3 months on December 4, 2023. Since the cancelation did not go through, our system automatically reinstated your subscription after the pause duration was over, which is why there was an attempt to charge you this month.
  
  I can confirm that your membership has already been canceled on March 31, 2024, and you will no longer be billed for any future orders. You can verify this by logging into your IPSY account and following the steps below: 
  
  1. Navigate to "Account": Look for the three lines, typically at the top on a computer or at the bottom on a mobile device. Click and select "Account" to delve into your IPSY account.
  2. Under General, click into your account and select 'Membership'
  3. From there, your status will be indicated as 'Not Active' 
  
  The cancelation was made after our deadline which is why our automated billed system still tried to charge your card for this month's shipment. Rest assured that no charge will go through, and you can simply disregard any email you receive about payment failures. 
  
  Again, I'm so sorry for any trouble that this has caused you. We take feedback seriously, and I've ensured that our management team is aware of the issues you've encountered, and we'll use your feedback to improve our service.
  
  Thank you for giving me the opportunity to help you, ******. 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

  04/05/2024

   
  Complaint: 21519214
  
  I am rejecting this response because: I dont think that it was possible for me to be any more concise. I dont understand why your representative wouldnt have asked for help from a supervisor. I also requested that your company no longer contact me, and Im still receiving multiple daily emails from Ipsy 
  
  Sincerely,
  
  *********************************

  

  Business response

  04/08/2024

  Hi ******, 
  
  Thanks for responding! I understand your frustration, and I apologize that this has been a challenging situation. We want you to have the best experience possible, and we apologize for not meeting your expectations. 
  
  Please accept our deepest apologies for the oversight that was made by the previous representatives. This was not their intention, and I'll be sure to let their supervisors know so that they can be coached. 
  
  I completely understand your frustration when it comes to receiving unwanted emails. Our goal is to make sure your experience with us is smooth and hassle-free. Typically, when you click the unsubscribe link at the bottom of our emails, you should be removed from our list within two weeks.
  
  To expedite the process and ensure your peace of mind, I'll personally take care of manually unsubscribing you from our system within the next 5-7 business days. Please keep in mind that I can only unsubscribe you from our marketing emails.
  
  We appreciate your patience and understanding. If there's anything else I can assist you with, please don't hesitate to let me know. I'm here to help!
  
  All my best,

  Customer response

  04/08/2024

   
  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

  04/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I subscribe to Ipsy more than a year ago and cancelled 4 months. They continue to bill be and I reject their projects. My credit card companies will send me new cards and they manage to get my card information anyway. I send them numerous of emails and no response. There is no phone number with live agent just a voicemail and no one calls you back. They are stealing my money and my credit card company wont help me despite of what *** reported and need help.

  

  Business response

  04/02/2024

  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 looked through our records and it looks like we havent received any recent messages from the email you provided. 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. We're sorry for any trouble this may have caused.
  
  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.
  
  No worries, we're here now, and we're happy to help.
  
  We took a look at your account and we noticed that there was no cancellation request or attempt taken in last four months which is why you were still billed for your annual renewal and Icon Box shipments for the current year.
  
  In addition to that, your payment method was automatically updated when your bank issued you a new card. This is a feature that many banks and credit card companies offer for convenience, especially for recurring payments like memberships. You may contact your bank or credit card company to opt out of this feature so it doesnt happen again.
  
  As for your shipments, we can confirm that all orders were shipped to address you provided in BBB. Your shipments from January to March were all marked delivered.
  
  Check out your tracking info here:
  - January Glam Bag - ******************************************************************************************************
  - February Icon Box - ************************************************************************
  - March Glam Bag - ******************************************************************************************************
  
  In any case, if the mentioned shipments didn't make their way to you, please let us know so we can continue to assist you.
  
  We understand if you'd prefer to cancel at this time. With this, weve canceled this months Glam Bag order along with your annual and Icon Box subscriptions, and you should see a $135.96 refund within 5-7 business days.
  
  I hope this was helpful, ******! If there's anything else we can help you with, please reach out at any time.
  
  Warmly,
  Team IPSY

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ipsy made a unauthorized charge on my account for ******. To my PayPal account which draws off my personal bank account. I emailed ********************** to return my money because it was suppost to be a $12.00 charge for a ipsy bag, I told them since this is how you conduct business cancel everything immediately and refund my money. Ipsy emailed back and said refund was coming and everything was refunded, after getting screwed over like this I only put money in my account to purchase a item I want. 3 weeks later ipsy charges my account again ****** and because of the last time they unauthorized a draw on my account there was no money in that account and it caused a $35.00 overdraft fee. I emailed ipsy telling them AGAIN you were not authorized to draw on my account and to return the money immediately, including the $35.00 overdraft fee you caused. Ipsy refunded me the ****** but said the overdraft was my problem. I want the overdraft fee paid or taken up in small claims court. Companies need to learn they cannot take from people what they want when they want with no objections. I will not budge on the overdraft fee.

  

  Business response

  04/01/2024

  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 took a look at your account to get a better understanding of the situation and understand where the confusion is coming from, so we'd be happy to explain.
  
  On 03/18/24 at 03:09 pm, our records show your wife's annual Glam Bag membership after cancelling it on 02/26/24. Your PayPal account was charged for the annual payment on the said date since your wife upgraded from monthly to annual on 09/30/20.
  
  At 3:12 pm on the mentioned reactivation date, we saw that you were re-charged after you updated your payment method, which shouldnt happen if youve already been billed.
  
  I know this is a less than desirable experience, and I've escalated your case to our tech team so they're aware of the issue.
  
  While we offer refund for overdraft fees since havent received them, I understand this unintended experience understand your concern and we'd be happy to make an accommodation for you.
  
  Since we're unable to process another refund from the two annual charges that were recently refunded, we've issued you a $35 refund from the annual charge on 10/31/22 to your card ending in 8957 instead. You should see the funds back in your account within 5-7 business days.
  
  We hope we made things right, ******! Let us know if we can answer any other questions, or concerns.
  
  Best regards,
  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. ↩