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Complaint Details
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Initial Complaint
08/22/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Maelys charged me $155 for a product that did not arrived i contacted them way before and complained but they dont listen they keep on going back n fort they charge me $5 for shipping then suddenly now i see a charge of $155 even though i already reported to them that i did not get any productBusiness response
08/25/2024
We are truly sorry to hear about the issue with your order and the frustration it has caused. We wanted to confirm that we have issued a full refund for your order. If you have any further questions or need additional assistance, please feel free to reach out to us.Customer response
08/27/2024
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 and the matter has been resolved.
Sincerely,
*********************************
Initial Complaint
08/19/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I placed an order for a free trial of 2 items all I had to pay was $5 - or so they tell you. They place a hold on your account for much more. Then they provide a label to return the items within the trial period but still charge you for a recurring subscription even when they've told you it is canceled. They claim the items haven't been received the warehouse. I returned within the agreed upon time, using their label and they refuse to help me get my money refunded.Business response
08/21/2024
We are sorry to hear about your experience. Our customer service team has been in touch with you and we wanted to confirm that we have refunded your for your order. Please feel free to reach out with any further questions or concerns!Initial Complaint
08/14/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Did the Try Before you Buy where you pay $5 and then if you keep the products they charge you. After 1 day I reached out about a return. While annoying and trying to upsell me, they did send me a label. I shipped the products out on 7/22 and they delivered on 7/29. They then decide to charge me the full amount even though the return was completed. I have emailed 6 times, reached out on Instagram and they keep ghosting me. I am Fed up with these people. Horrific customer service, I called the number no answer, I escalated the claim with ****** as well.Business response
08/21/2024
Were so sorry to hear about your experience, as it is our mission to ensure every customer is satisfied! We wanted to let you know that you refund has already been processed. If you have any further questions or concerns, please don't hesitate to reach out.Customer response
08/21/2024
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 and the matter has been resolved.
Sincerely,
*****************************
Initial Complaint
08/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
The company sent out expired products have tried for two days to get in touch with someone to resolve issues and have not been able to I have asked to return all products since they are expired and get a full refund.Business response
08/21/2024
We're so sorry to hear about your experience and sincerely apologize for the inconvenience this has caused. Please know that we take this matter very seriously and are currently investigating the issue further. In the meantime, we have sent you a new order to replace the expired products. If you have any further questions or concerns, please feel free to reach out to us. We're here to help and ensure you're fully satisfied.Customer response
08/21/2024
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 and the matter has been resolved.
Sincerely,
*********************************
Initial Complaint
08/14/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
try before you buy. sent back after asking for return label multiple times. finally given one. returned with confirmation and then still charged anyway. non-responsive for refund.Business response
08/21/2024
We're so sorry to hear about your experience as it is our mission to ensure each and every customer is satisfied. We wanted to confirm that you were already refunded. Please feel free to reach out with any further questions or concerns!Customer response
08/21/2024
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 and the matter has been resolved.
Sincerely,
*******************
Initial Complaint
08/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I inadvertently ordered products in my shopping cart from MAELYS, and immediately contacted the company to cancel (I have the emails). They would not cancel, but said I could send back unopened products, which I did (I have receipts). Even though I canceled and sent back the products they just took $114 out of my ****** as if I did not cancel being part of their program. I want to be completely out of their program and have my $114 refunded.Business response
08/21/2024
We are sorry to hear about your experience. Our customer service team has been in touch with you and we wanted to confirm that we have refunded your for your order. Please feel free to reach out with any further questions or concerns!Customer response
08/21/2024
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 and the matter has been resolved.
Sincerely,
*****************************
Initial Complaint
08/12/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Maelys advertised a 21-day trial period for their products, a B-Tight cream and a Get Wild body mist, with a free mystery gift that turned out to be a makeup pouch. It cost me $5.41 in shipping for what I thought was 21 days of trial. In addition, if I were to keep the products I will be charged $49 for the cream and $25 for the mist (according to the website at least, how much it actually is going to charge is unknown and not made clear by the company) and an unknown amount for the free gift. The free gift is NOT actually free, it needs to be returned or else I will be charged and it is not made known how much it will cost. I received the products. I contacted customer service and find out I do NOT have 21 days to try the products, I have 21 days to RETURN the product. *This is false advertising!* I will be returning these products (it is only my second/third day in) and I would appreciate my $5.41 in shipping costs back.I also want of course any charges from this company returned as I am returning the products asap, and I would appreciate my information being deleted from their system. I also think this company needs to stop advertising this as a 21-day trial and stop advertising the free gift as free when it is also something they will charge for, AND make known the cost of this gift and each item clearly to people ahead of time!Business response
08/20/2024
We apologize for any inconvenience caused. Our Try Before You Buy terms are communicated before checkout, in our emails, and in our terms and conditions. Our Try Before You Buy program allows you to try any of our products without paying for them upfront. However, there is a non-refundable $5 shipping fee charged at checkout. As part of the program, we use a pre-authorization hold to ensure the security of certain transactions, but funds are only withdrawn from your account if you decide to keep the products. Typically, pre-authorizations clear within a few days, depending on your financial institution. After the trial period ends, you are automatically charged for the products in your order unless you initiate a return. To clarify, you ordered one product, B-TIGHT, and received two complimentary gifts in your order. We do not charge for these gifts, as they are free. Our team has been in touch with you, and we have received your return and canceled your trial. Please feel free to reach out with any further questions or concerns.
Customer response
08/20/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
*****************
Initial Complaint
08/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased an item bundle (B Glossy, with get-cheeky and repair lotion) on 7/8/24, with a 3 week period to try before you buy. In two weeks, after seeing the product did not work, I requested to return it. They said they would send a return label (this being the only way quoted to do it). It didn't come after 2 days, I replied, she, ******, assured me, IN WRITING that it would be in my email shortly, and that as long I return the item using that label, I won't be charged. Never came, many more emails, stating it was on the way. I was in fact charged on 8/9/24 a total of $113.94. This company is clearly a scam. No way to call, and the "chat" online feature does not work either.Customer response
08/16/2024
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 and the matter has been resolved.
Sincerely,
*********************
Initial Complaint
08/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The company advertised a try before you buy and you pay shipping. The company auto ships another order before the end of the promotional trial and charges the full price for another shipment along with the trial product. When you cancel, they say you can return it on an automated message, but does not provide the label or return authorization number for the return.Business response
08/18/2024
Were sorry to hear about your experience, and were happy to help clarify. When you placed your Try Before You Buy order (order number *********), you also signed up for a subscription. The second order that was shipped to you was your subscription order (order number *********). We wanted to confirm that we have already sent you a return label for the subscription order.
To clarify, the Try Before You Buy program allows you to try our products without paying for them upfront, but a non-refundable $5 shipping fee is charged at checkout. At the end of the trial period, you are automatically charged for the products if they are not returned. The charge youre seeing on your account is for the products at the end of your trial period, which you have not yet paid for. Please feel free to reach out if you have any further questions or concerns. Were here to help!Initial Complaint
08/08/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
I paid for a try before you buy subscription on July 2nd 2024. I contacted Maelys customer service via email on 7/19/24 letting them know that the products are not working out for me and i'd like a return label to send the items back to be avoid getting charged for these items. I've been told several times since then by "******" just an AI bot.....that they will provide me with a return label and refund of these charges. However the link they provide to obtain a shipping label never works and when I notify them of the issue I just get more generic AI Bot responses. I've been charged $145.43 for these items! I want a refund immediately!Business response
08/14/2024
We are sorry to hear about your experience. Due to the inconvenience youve faced, we have issued a full refund for your order and there is no need to return the products. If you have any further questions or need additional assistance, please dont hesitate to reach out.Customer response
08/14/2024
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 and the matter has been resolved.
Sincerely,
*********************
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Contact Information
Private Address
Staten Island, NY 10314
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526 total complaints in the last 3 years.
418 complaints closed in the last 12 months.