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Business Profile

Beauty

Il Makiage

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Beauty.

Complaints

Customer Complaints Summary

  • 1,508 total complaints in the last 3 years.
  • 452 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/08/2022

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered this product one time a few months ago, I opted out to receive anything else from this company and I had an alert on my phone saying my card was charged with their information with it so I went on the site and told them I didnt make any purchases and to send my money back, no response as of yet..

    Business Response

    Date: 10/19/2022

    Hi ******* - I apologize for the inconvenience. I see that youve been in communication with my team and they provided you with the directions on how to cancel your auto-replenishment on 10/9, but they did not hear back from you. I checked on this for you and see that your subscription is canceled as of today, 10/19. Ive gone ahead and refunded you for the unwanted order today, as well. Please expect to see the refund reflected in **** business days. Please let me know if theres anything else I can do to assist. 

  • Initial Complaint

    Date:10/08/2022

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I did not sign up for auto refills. I did not give this company permission to charge my credit card, yet this is exactly what they have done, despite assuring me I was not enrolled in auto refills. I want the company to stop sending me products including its recent email saying I ordered products-order number #*********+1. This company needs to return my funds and keep its products. I DID NOT ORDER THIS-STOP, JUST STOP.

    Business Response

    Date: 10/19/2022

    Hi ****************** apologize for the inconvenience. I see that youve been in communication with my team and they confirmed that your subscription has been canceled as of 10/10 and your refund was processed that day as well. Please allow up to 10 business days for the refund to reflect on your statements. Please let me know if theres anything else I can do to assist.

    Customer Answer

    Date: 10/21/2022

    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 and the matter has been resolved.

    Sincerely,

    ***********************************



     

  • Initial Complaint

    Date:10/07/2022

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    In January 2022 I asked for my account/subscription to be canceled with IK Makiage. I then received a charge in my bank account today, October 7, 2022. I reached out to the company and told them I did NOT want any of their products and I request for my account/subscription to be canceled immediately. I got an email back telling me they cannot cancel the order or refund the money and that if I want to cancel my account I would need to do it on their website. There is no where to cancel the account on their website and no where to cancel the order I did not place nor the auto shipment. I never received the refund in January and I am requesting the refund from then as well as from the most recent charge. In January I was charged $50 and today I was charged $36.00 for a total of $86.00.

    Business Response

    Date: 10/19/2022

    Hi ******* - I apologize for the inconvenience. I see that youve been in communication with my team and they informed you on 2/24 that your original order was beyond the trial date so this is why you were charged for it, but they did not hear back from you. Additionally, they have canceled your subscription as of 10/8. You will not receive any other unwanted orders going forward. I also see that your refund for the unwanted order has been processed on 10/12. Please allow up to 10 business days for the refund to reflect on your statements. Please let me know if theres anything else I can do to assist.

    Customer Answer

    Date: 10/20/2022

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    I did not hear anything on 2/24 and I would request a refund of that unwanted order as well.

     

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

    ***************************




     

    Business Response

    Date: 11/21/2022

     Hi ******* - Weve sent you an email directly to resolve this. So sorry for the inconvenience!

    Customer Answer

    Date: 11/23/2022

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    I got an email that only basically told me they would not be able to issue me a refund for the 1st charge I received. They did refund the 2nd charge, but only after extensive emailing back and forth.

     

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

    ***************************




     

  • Initial Complaint

    Date:10/05/2022

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I bought two products, and I canceled my subscription immediately, but they still charged me for the third time the product to my account with no authorization. I emailed multiple times the first two times now they did it again.

    Business Response

    Date: 10/17/2022

    Hi ***** - I apologize for the inconvenience. I see that youve been in communication with my team and they reached out on 10/13, but did not hear back. However I see that they have confirmed that your subscription has been canceled as of 10/5. You will not receive any other orders going forward. You have also been refunded for the recent unwanted order on 10/14. Please expect to see the refund reflected in **** business days. Please let me know if theres anything else I can do to assist.

  • Initial Complaint

    Date:10/04/2022

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    In July of 2021, I sent an email to IL Makiage cancelling my subscription. Today, I noticed an email in my promotions tab from IL Makiage stating that my package would be arriving soon. I logged in to my old account to inquire about the order because I had not placed any orders after cancelling my subscription over a year ago. Apparently, they only cancelled my subscription for one month. After that, I noticed three charges on the account. These were charges placed after I cancelled. On top of that, I never received any of these orders because I moved in May 2021. My moving was another reason why I cancelled my subscription. When I got in touch with IL Makiage, ****** stated that I did not unsubscribe properly. He also stated that since 30 days had passed since each following order, I would not be eligible for a refund or exchange. I reminded him that I did not place any orders because I cancelled my subscriptions, so any following orders were automatic, unauthorized, and sent to my old address.

    Business Response

    Date: 10/17/2022

    Hi ****** - I apologize for the inconvenience. I see that youve been in communication with my team and they explained what happened regarding your auto-replenishment. Your auto-replenishment has been canceled as of 10/5 and I see that they have refunded you for the recent unwanted order as well. You will not receive any other orders or charges going forward. Please let me know if theres anything else I can do to assist.

  • Initial Complaint

    Date:10/03/2022

    Type:Sales and Advertising Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I decided to try this make up that promises to match skin tone based on questions through their site. I was already skeptical about the color it chose and tried to make sure of what I wanted them to put me in. I did not sign up for reoccurring ****** nts/charges regardless of what the company say. Several times while trying to complete this purchase the screen kept refreshing and would revert back to recurring shipment. The last time I did it, I was certain that it stayed to one time purchase but now the company is billing me another $108 for the same product that I already do not want, which did not as they promised, match my skin tone. I decided to deal with disappointment of the initial purchase but I should not have to pay for recurring shipments of this product do the the fault of their website. I believe this is something intentional with the company and I have asked them to look into it further but they are adamant that I signed up for this service. I DID NOT.I WOULD LIKE FOR MY $108 TO BE REFUNDED TO MY CARD AND I will send them back their merchandise!Thank you for any assistance you can offer. Order ************

    Business Response

    Date: 10/10/2022

    Hi **************** apologize for the inconvenience. I see that youve been in communication with my team and they explained the way that the auto-replenishment program works, which has to be selected and opted into, as well as provided directions on how to cancel it. I see that its canceled as of today 10/10. Ive gone ahead and refunded you for the unwanted order today as well. Please expect to see the refund reflected in **** business days. Please let me know if theres anything else I can do to assist. 

  • Initial Complaint

    Date:10/03/2022

    Type:Billing Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Twice in the last 3 months I have tried to get this company's auto-replenishment subscription cancelled. There is no customer service number to call, all you can do is put in an email request, which no one ever responds to. Their system will not allow you to remove payment information or to stop auto-pay. I would like my account and subsequent auto-replenishment subscriptions cancelled.

    Customer Answer

    Date: 10/03/2022

    Better Business Bureau:

     

    After repeated attempts to get them to cancel my account, I can verify that they have deleted my credit card information on their site (which appears to be their way of cancelling) and I am hoping that in the future, no more charges will be made.

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

    Sincerely,

    *********************************



     


  • Initial Complaint

    Date:10/02/2022

    Type:Billing Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Automatically signed up for a subscription I didnt want and no way to cancel it. Charged my card for merchandise that I do not want and did not sign up for.

    Business Response

    Date: 10/10/2022

    Hi ****** - I apologize for the inconvenience. I see that youve been in communication with my team and they explained that an auto-replenishment was signed up for during the initial order. They canceled the auto-replenishment on 10/3 so you will not receive any other unwanted orders. Ive gone ahead and refunded you for the unwanted order today, 10/10. Please expect to see the refund reflected in **** business days. Please let me know if theres anything else I can do to assist.

    Customer Answer

    Date: 10/11/2022

    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 and the matter has been resolved.

    Sincerely,

    ***************************



     

  • Initial Complaint

    Date:09/28/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a free trial makeup with Il makiage on 9/21/22. I was supposed to be sent a tracking number for my order as well. I was charged $6.39 for shipping as well as a hold placed for$135.34 at the time of the order which was fine. With today being the 8th day I reached out by email to try and find out why no tracking info had been sent, no order received, and why the hold was still there. The site says the hold will drop in about 4 days and it hasnt dropped yet. I got a response with a tracking number that said it was delivered 20 minutes ago. I still dont have it. And I didnt get a answer in regards to the hold. Please cancel this order and release my funds. At this point I dont even want it. Its already to many problems going on.

    Customer Answer

    Date: 09/29/2022

    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 and the matter has been resolved.

    Sincerely,

    ***************************



     

  • Initial Complaint

    Date:09/28/2022

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On September 4th, I had made a purchase for the IL Makiage's Woke Up Like This liquid foundation and my order number was ********* which was $45.00 plus tax which had end up totaling up to $53.18. I had missed the time frame to return the product but still got charged the second time for the amount of $47.86 but I had disabled my transactions on my credit card and tried to use a different payment method which was a debit card in order to remove the original one. When I logged into my IL Makiage account and tried to remove the payment methods, they wouldn't allow me due to the Try Before You Before trial still being active. I had unknowingly selected the Auto Replenishment option, thinking that it was going to be a one time purchase but I would like for the payment methods to not only be removed but also not have any further charges. I do not want to keep getting charged for one bottle of makeup. I never had issues canceling other subscriptions. It has been such an hassle trying to get in touch with these people and only one person has responded but they were not helpful and then having to wait 24 hours to hear back from the Auto Replenishment team is ridiculous. I need this matter to be resolved as soon as possible.

    Business Response

    Date: 10/04/2022

    Hi ****** - I apologize for the inconvenience. I see that you have been in communication with my team and they confirmed that your subscription is canceled as of 9/28 and your refund was processed that day as well. Please allow up to ten business days for the refund to reflect on your statements. Please let me know if theres anything else I can do to assist.

    Customer Answer

    Date: 10/05/2022

    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 and the matter has been resolved.

    Sincerely,

    *************************



     

Il Makiage is NOT a BBB Accredited Business.

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