Complaints

This profile includes complaints for Maelys Cosmetics USA Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Maelys Cosmetics USA Inc. has 6 locations, listed below.

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• 

  Maelys Cosmetics USA Inc.

  Private Address Staten Island, NY 10314

  
• 

  MAELYS Cosmetics Ltd.

  251 Little Falls Dr Wilmington, DE 19808

• 

  MAELYS Cosmetics Ltd.

  251 Little Falls Dr Wilmington, DE 19808

• 

  MAELYS Cosmetics Ltd.

  251 Little Falls Dr Wilmington, DE 19808

• 

  MAELYS Cosmetics Ltd.

  251 Little Falls Dr Wilmington, DE 19808

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.

• Initial Complaint

  Date:03/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 reqched out to tell the company I wanted a return label and have asked 3 times and hace yet received the label. I have asked for them to not charge my card becauae itnis past rhe 21days but it wasnt when I firat asked for the label. They were emailing me but now I havent heard anything for 3 days

  Business Response

  Date: 03/10/2025

  We apologize for any inconvenience you may have experienced regarding the return of your recent purchase. We understand how frustrating this situation can be and are committed to resolving it promptly.
  We have sent you a return label. If you do not receive it or encounter any further issues, please let us know, and we will ensure you have everything you need to complete your return. Please do not hesitate to contact us for any other concerns.

• Initial Complaint

  Date:03/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Received an advertisement for Try Before Buying products. The website stated that all I owed was shipping, which was roughly $6. If I decided to keep the products, then Id be charged to remaining amount of roughly $92. So imagine my surprise when I check my bank account only a few hours later to see a $6 PLUS an additional $92 debit also from Maelys. This is absolutely fraud and false advertising. After doing my research, this seems to be a common occurrence from COUNTLESS other shoppers who were lied to by Maelys false advertising! If you have to lie to your consumers to gain their banking information to debit random charges, then you shouldnt be in business!Ill be awaiting my refund asap. If not, Im more than willing to pursue litigation in the near future!

  Business Response

  Date: 03/10/2025

  We apologize for any inconvenience! Our Try Before You Buy option lets you experience our products without upfront payment. A non-refundable $5 shipping fee is charged at checkout, and you have 21 days to decide if you'd like to keep the items. If you choose to keep or exchange them, the payment will be processed automatically at the end of the trial period. If not, you can return the products within the 21-day window to avoid any charges. Please dont hesitate to reach out if you have any further questions!

• Initial Complaint

  Date:03/06/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 order some stuff online, under the pretense "try before you buy" and they charge me for the items before I even got them.

  Business Response

  Date: 03/09/2025

  We apologize for any inconvenience! Our Try Before You Buy option lets you experience our products without upfront payment. A non-refundable $5 shipping fee is charged at checkout, and you have 21 days to decide if you'd like to keep the items. If you choose to keep or exchange them, the payment will be processed automatically at the end of the trial period. If not, you can return the products within the 21-day window to avoid any charges. Please dont hesitate to reach out if you have any further questions!

• Initial Complaint

  Date:03/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 2/25/25 I received a product that was suppose to be try it before you buy it. They sent me an additional product that I did not order. They put a hold on my credit card for $125.08 which I did not approve. I contacted them a couple days after receiving the product and asked for the pre paid label to return the products because it irritated my skin. I used it once. I got a response that someone would contact me and this has not happened. I have sent numerous emails because that is the only way to contact them. The chat does not work and there is no phone number. They will not respond to me. I know the hold will release soon and I will be charged for the items, one I never asked for. I even said I would pay for the return if they would at least give me the return address but they keep ignoring me. This company is a scam and should be put out of business.

  Business Response

  Date: 03/09/2025

  We apologize for any inconvenience you may have experienced regarding the return of your recent purchase. We understand how frustrating this situation can be and are committed to resolving it promptly.
  We have sent you a return label. If you do not receive it or encounter any further issues, please let us know, and we will ensure you have everything you need to complete your return. Please do not hesitate to contact us for any other concerns.

• Initial Complaint

  Date:03/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 the 3 week trial of the booty mask and it said only pay shipping and they charged my account twice. Once for the shopping and another for the product. I almost bounced my account I only authorized the shipping costs it didnt say anything about having to pay ***** extra. I waited to see if it was going to come off my account and its still there. I need that money put back in my account.

  Business Response

  Date: 03/05/2025

  We apologize for any inconvenience! Our Try Before You Buy option lets you experience our products without upfront payment. A non-refundable $5 shipping fee is charged at checkout, and you have 21 days to decide if you'd like to keep the items. If you choose to keep or exchange them, the payment will be processed automatically at the end of the trial period. If not, you can return the products within the 21-day window to avoid any charges. Please dont hesitate to reach out if you have any further questions!

• Initial Complaint

  Date:03/04/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 recently tried to contact Afterpay 02/26/2025 and come to a resolution as to why they claimed I owed them money for ***** products that I never received. I then contacted Maelys on 02/27/2025 and with the tracking information that I was given and email confirmation of order being placed in 2021 there is no Confirmation of the order ever being received/delivered. so payments were no longer made. I reached out to Maelys trying to come to an agreement I did not receive the item. Its been this long remove it from my record and they refuse to assist me. This does not go away, and it affects my credit negatively. Yet the tracking information was never provided to prove the package was ever delivered initially.

  Business Response

  Date: 03/06/2025

  We are sorry to hear about your experience and sincerely apologize for any frustration caused. We understand how important it is to address your concerns, and we are committed to resolving this promptly.
  Our customer service team has already reached out to guide you through our process. If you have any additional questions or need further assistance, please dont hesitate to reach out.
  Thank you for your patience and understanding.

  Customer Answer

  Date: 03/06/2025

  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:

  The business has not reached out to me to correct the situation as stated on their response. 
  

  the only form of contact I have received is the contact I provided to the better business bureau that I initiated myself. Any further contact from the business needs to be through the better business bureau complaint to ensure we come to a reasonable resolution and the company actually contacts me as they fraudulently stated they have in their response 

   

   

   

   

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

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

  Customer Answer

  Date: 03/22/2025

  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:

  Again.
  

  The business HAS NOT reached out to me to correct the situation as stated on their response. 
  
  the only form of contact I have received is the contact I provided to the better business bureau that I initiated myself.
  

   

  Any further contact from the business needs to be through the better business bureau complaint to ensure we come to a reasonable resolution and the company actually contacts me as they fraudulently stated they have in their response 
  
  

   

  I would like this situation to be resolved in a timely manner, and with some form of professionalism on the end of the company, if we cannot come to a resolution, Im going to provide this documentation to Credit Karma and any other credit bureau necessary to ensure my credit score is not affected due to the businesses neglect to communicate properly through the Better Business Bureau with their customers. This documentation will show I tried to come to a resolution, and the company refused to cooperate. Instead, I have repeatedly been sent automated messages, at least they seem to be automated messages. 

   

   

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

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

  Business Response

  Date: 04/05/2025

  We sincerely apologize that you did not receive your order. We completely understand how frustrating this situation must be, and we are truly sorry for any inconvenience this has caused. Unfortunately, due to the amount of time that has passed since the shipment, we are unable to process a refund or replacement for this order.
  As part of our policy for lost orders, we advise customers to contact us via email within 21 business days (for US orders) or 30 business days (for international orders) from the date of purchase. This is the window in which we can investigate and provide support. We truly wish we could assist further with this, but as much as we want to help, we have no control over shipping delays or lost deliveries once they leave our facility. If you have any further questions or would like additional assistance, please dont hesitate to reach out.
  
  
  

• Initial Complaint

  Date:03/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 have tried to contact Maelys for a refund on this item that irritated my skin. It is impossible. I can't locate and e-mail or tracking number. I have chatted only to be told someone would contact me via e-mail. When? Meanwhile they are charging me and sending product I can't use. I would like to return the items and request a refund. It should not be this difficult to contact customer service. The complaints are adding up. Perhaps you should make customer satisfaction more of a priority.

  Business Response

  Date: 03/05/2025

  We are sorry to hear about your experience and sincerely apologize for any frustration caused. We understand how important it is to address your concerns, and we are committed to resolving this promptly.
  Our customer service team has already reached out to guide you through the return process. If you have any additional questions or need further assistance, please dont hesitate to let us know.
  Thank you for your patience and understanding.

• Initial Complaint

  Date:03/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 placed an order Feb 22 for the "free trial" of this product for a grand total of 6.39 dollars (price of shipping). We got a fraud alert from *** for the amount of ****** within two minutes after placing the order from Maely's. The fact the bank, itself, knew this was a charge without our permission said it all. The receipt actually only mentions the 6 dollar charge and the fine print says the full charge amount will only occur when the trial ends. I talked to a customer service *** who told me the charge was a "temporary hold" to secure the funds for the purchase and it will be refunded in 4 business days. We still have not received the funds after one week of waiting. That is absolutely not what a free trial consists of. These practices let me know this is a product I shouldn't trust. I am not putting it on my skin, either. I am looking forward to the class action suit. This is deceptive and disappointing.

  Business Response

  Date: 03/03/2025

  We apologize for any inconvenience! Our Try Before You Buy option lets you experience our products without upfront payment. A non-refundable $5 shipping fee is charged at checkout, and you have 21 days to decide if you'd like to keep the items. If you choose to keep or exchange them, the payment will be processed automatically at the end of the trial period. If not, you can return the products within the 21-day window to avoid any charges. Our customer service team has reached out, and we wanted to confirm that we successfully processed your refund. Please do not hesitate to reach out for any other concerns.

• Initial Complaint

  Date:03/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 placed an order for Try Before You Buy on 1 product that advertised I could try the 1 product for 21 days and not be charged. The company added another product to my order that I did not want/request/add to my order. I received my order and on the 21st day (per their policy) I reached out asking for the return label. Not only did the company make this process extremely difficult to figure out, they told me my trial period had expired and I was not able to return and immediately charged me full price for 2 items, including 1 I never even ordered. My item arrived on 2/7, I reached out on 2/28. I want my full refund.

  Business Response

  Date: 03/03/2025

  We apologize for any inconvenience! Our Try Before You Buy option lets you experience our products without upfront payment. A non-refundable $5 shipping fee is charged at checkout, and you have 21 days to decide if you'd like to keep the items. If you choose to keep or exchange them, the payment will be processed automatically at the end of the trial period. If not, you can return the products within the 21-day window to avoid any charges. Our customer service team has reached out, and we wanted to confirm that we successfully processed your refund. Please do not hesitate to reach out for any other concerns.

  Customer Answer

  Date: 03/03/2025

  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:

  The response provided by the business is incorrect. As I noted in my initial message, the return WAS requested during the initial 21 day period and was denied by the company. After repeated contact they continued to refuse to accept my return. In their response they stated a refund was initiated which is also incorrect. I received a message from their customer service with a return label stating I need to now return the items and a refund will only be initiated after they inspect my package. No refund has been provided to date. 

   

   

   

   

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

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

  Business Response

  Date: 03/16/2025

  We apologize for any inconvenience! Our Try Before You Buy option lets you experience our products without upfront payment. A non-refundable $5 shipping fee is charged at checkout, and you have 21 days to decide if you'd like to keep the items. If you choose to keep or exchange them, the payment will be processed automatically at the end of the trial period. If not, you can return the products within the 21-day window to avoid any charges. Our customer service team has reached out, and we wanted to confirm that we successfully processed your refund. Please do not hesitate to reach out for any other concerns.

• Initial Complaint

  Date:03/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 received the try before-you-buy products on the 12th of February, I originally requested a return label on the 22nd via email. I received an email from ****** wanting to know the reason before I could receive a return label. On the 23rd and 25th I received another email from ****** pretty much saying a reason was needed before I could receive a return label. On the 26th I emailed back stating the products were not purchased for me, this individual just didn't like the products and was not interested in receiving any replacements and I would appreciate receiving my return label before the 21 day trial period expires. On the 27th I received an email from Den offering me to choose 3 more trial period products. He also stated that I would be still be charged after 21 days but the good news was they would only charge me for the cheaper product. Den also stated if I declined I would receive a return label. I emailed again on the 28th declining the offer, asking for a return label and inquiring if I would be charged for the products that I have been requesting a return label for since the 22nd. Today (March 1st) I received an email from ***** stating I will be charged but I would only be charged for the cheaper product. This absolutely ridiculous and Maelys is a fraud. They have all the time in the world to email me back offering other products but still HAVE NOT sent me a return label.

  Business Response

  Date: 03/03/2025

  We apologize for any inconvenience! Our Try Before You Buy option lets you experience our products without upfront payment. A non-refundable $5 shipping fee is charged at checkout, and you have 21 days to decide if you'd like to keep the items. If you choose to keep or exchange them, the payment will be processed automatically at the end of the trial period. If not, you can return the products within the 21-day window to avoid any charges. Our customer service team has reached out, and we wanted to confirm that we successfully processed your refund. Please do not hesitate to reach out for any other concerns.