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.

  Private Address Staten Island, NY 10314

  
• 

  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:09/27/2024

  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 purchased a trial of products on August 21 and reached out to the company to return them before the 30 days were up. I have confirmation in the form of emails. I was still charged the total amount even after the return had been delivered and received. The total they charges was $168.20 that they are saying is pending on their end yet it has clearly posted in my end. They are refusing to refund the charge even after acknowledging my return. The products cause burning and a rash that lasted for about 2 days which is why I returned them in the first place. Per the terms you have 30 days to try it before you are charged and they approved my return within the timeframe and I sent the package out the same day. Per tracking it was already received by the company.

  Business Response

  Date: 09/28/2024

  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:09/23/2024

  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.

  Yes I sent 5.71 for a trial cosmetic product this company in return charged my account ****** after I returned the product before the trial period. They repeatedly have said they gave me a full refund on 8/22/24 . They did not. In fact theyve only tried withdrawing $ on several occasions. In fact the card I put the 5,71 charge on had been canceled where my bank called me because they knew it wasnt me making this charge in ********. But I noticed when I pulled your website up one of there addresses is in ********. My guess that was them as well. Im 62yo & live on a fixed income this ****** has hit me hard. I know if I was scamming & stealing $ from people Id be in jail. You have 3 different locations here for them. This is horrible they can just steal $ & get away with it. Isnt there something that can be done. Now theyve blocked me somehow from emailing the number listed doesnt work. I really need that $ back so bad!

  Business Response

  Date: 09/24/2024

  We sincerely apologize for the difficulties you've encountered with your order, as it is our mission to ensure every customer is satisfied. While we processed the refund on our end, it appears that the refund failed due to a technical issue. We have reached out to you privately for additional information to ensure you receive your refund successfully. Please feel free to reach out if you have any further questions or concerns.

• Initial Complaint

  Date:09/20/2024

  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 bought a product on a trial basis. I can not use the product after reading the ingredients. I have asked for a week to return the item and keep getting hassled about what they can do. I have clearly told them to send a return label. Day 6, no label. Their business practice is shady. I WANT a return label. Simple.

  Business Response

  Date: 09/23/2024

  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:09/20/2024

  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 a "try before you buy" order in July. I received the products but did not like them. It took me almost a week to get the return label from them to return it but never the less, it was shipped back. Then a few weeks later I noticed I had another charge on my card for the same products I had just returned. Low and behold, somehow I ended up with a subscription. So, okay, I must have missed some fine print but I felt like the customer service **** should have noticed this when discussing my original return but never the less, I returned the subscription products and received the refund for it. So now THIS month, I have ANOTHER charge on my card. I am highly upset so I email them asking what this charge is and I was told THREE TIMES my order was refunded. It was like they were being BLATANTLY obtuse and not listening to what my concern was only for them to FINALLY respond with this charge is for the "try before you buy" order that was already returned TWO MONTHS AGO!!!!!! I am so beyond livid at how this business is allowed to do this and it makes a lot of sense that there is no customer service number. They prefer not listening to any of your concerns and waiting 48 hours in between email responses to send yet another ignorant response. I have emailed them over the tracking confirmation that the items were returned but I can GUARANTEE you they will have another response that will be even more frustrating than the last. They have basically stolen from me. All I want is the money back for products I have ALREADY returned and for my card to stop being charged every month at the same time.

  Business Response

  Date: 09/23/2024

   
   We sincerely apologize for the difficulties you've encountered with your order, as it is our mission to ensure every customer is satisfied. We wanted to confirm that both of your orders were refunded. Please feel free to reach out for any other concerns.

• Initial Complaint

  Date:09/20/2024

  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 was doing a try before you buy. I wasn't happy with the product so the woman I spoke with told me I could just keep that product and try a different one. I should've gotten 21 days after it was delivered to try out and decide if I wanted to keep it or not. I was immediately charged$83. And never recurve the new product. After being charged immediately returned the old product and was member refunded the $83.

  Business Response

  Date: 09/23/2024

  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 have sent you a return label for this order. Once we receive the items at our warehouse, we will issue a full refund. Please dont hesitate to reach out if you have any further questions!

• Initial Complaint

  Date:09/19/2024

  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.

  The transaction date was 8/14 in the amount of $300.26. I was only ordering 1 item but when I went to check out, the automatically added a bundle of other products. I was not able to delete the bundle so I just figured I would check out with it and return what I did not order. Once I received the product, I requested a return label. After several emails and texts from Maelys continued asking for my email and order number, they finally sent the label. I decided to return everything because I did not like what I was originally buying. I returned everything on 9/6 through the ****. I have not received my refund. I've been emailing and texting back and forth and I keep getting the same response, that they need my email address and order number, and we will get back to you. Well, they never get aback to me. I just want my money back; you have the product back. This is unacceptable that you put your customers through this nonsense.

  Business Response

  Date: 09/23/2024

  We apologize for any inconvenience! We looked into your concern and found that our customer team has reached out and we are confirming that the order has now been fully refunded.
  
  Please don't hesitate to contact us for anything else.

  Customer Answer

  Date: 10/03/2024

  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 have not received an email from BBB asking for a response prior to this email. The issue has not been resolved. Maely’s sent emails that they were going to refund my money but I have yet to receive anything. They first stated a partial refund which is unacceptable then they said a full refund. I keep emailing them but they have not responded.
  
   
  
  Please reach out to them again.
  
   
  
  Thank you
  
   
  
  ********* ******
  
  Sent from my iPhone 

   

   

   

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

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

  Business Response

  Date: 10/05/2024

  We thank you for your response. The order has been split into 3 refunds, and below are the amount and the dates they were processed:
  
  $30.00 was refunded on August 15, 2024
  $168.75 was refunded on September 12, 2024
  $101.51 was refunded on September 23, 2024

  Please feel free to reach out for anything else!

• Initial Complaint

  Date:09/18/2024

  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.

  Maelys is a total Scam. They sent me a free cosmetic bag a body spray and a B-Tight cream (both of those items were try before you buy) but I ordered a total of 11 products including all the products aforementioned. I received part of my order but was advised if the items do not work out I have until 9/16 to advise them and 21 days to try the product. On 9/14 I contacted them as they tried to charge my card for 200 dollars (the total cost of the products (2) I did recv was $74). They asked if I send an image of the shipping label, as this is some time after my order was completed and no where in the company's packaging or site does it state to retain the shipping label I have thrown the original box away. Maelys thinks I am lying and is trying to charge me even in small amounts the total amount of missing items and the ones I recieved. I advised them prior to 9/16 (on 6/14 and 9/15) that I wished to return all non-free items because I did not like the products nor the company. I also contacted them to advise I never recv. my full order, they took days to respond and just apologized. I followed up again and requested the order be corrected. This was a week after receiving my items I was advised via email that they need the shipping label. I am not sure as a company why they have no records *ACCURATE RECORDS AT THAT* of what they sold and the item/box weight. They want me to provide that but they shamelessly charge my card and keep trying to charge my card. This company is a joke and a bunch of scammers.

  Business Response

  Date: 09/19/2024

  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.We also looked into your concern about the attempted charges and found that a subscription was started upon check-out of your initial **** order. Our customer service team has reached out to you privately to resolve your concern promptly. Please do not hesitate to reach out for other concerns.

• Initial Complaint

  Date:09/11/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 did a try before you buy on a skin cream from Maelys and paid $5 in shipping. The product burnt my skin and I could not use it and let them know. I did not authorize a subscription or any further charges. I did not know until 3 charges later, when reviewing my bank account, because my balance was wrong, that they charged me $41.23 three times on June 3, July 1 and Sept 9. I never received product for any of these charges so I did not know they were charging me. I contacted them to let them know I never received product for these charges and never authorized these charges. They said they will cancel the subscription I never signed up for on Sept 10, but, could only refund the most recent charge because it was past a certain number of days and only after I return the shipment they said they just sent. I have never received any of these shipments to be able to return them. Reviewing all of the claims against this company it seems this is a regular thing and how they scam people out of money. I paid the $5 trial shipping but need a refund of $123.69 for the 3 unauthorized orders I never received. You can currently reach me by email only as I arrived in ***** today for a semester abroad. thank you

  Business Response

  Date: 09/17/2024

  We apologize for any inconvenience! We looked into your concern and found that the order placed for you last June and this September was for a subscription that started upon check-out of your TBYB order. Our customer service team reached out and we are confirming that the subscription has been cancelled and fully refunded.
  
  Please don't hesitate to contact us for anything else.

  Customer Answer

  Date: 09/19/2024

  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:

  [Your Answer Here]

   

  I was going to accept the resolution of the full refund but checked and the third charge on July 1 was not refunded. There were 3 charges, June, July and September. I will be happy to accept the resolution and close this case once the third charge for $41.23 has been received. Thank you 

   

   

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

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

  Business Response

  Date: 09/30/2024

  Thank you for getting back to me. We checked our system and found that the latest 2 orders were refunded but missed the one placed last May, our customer service team has confirmed that the order is now refunded as well and should reflect in your account within the next 3-14 business days. Feel free to reach out for any other concerns.

  Customer Answer

  Date: 10/02/2024

  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

  Date:09/09/2024

  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 3 wk. trial cosmetics 6/25/24, try before you buy. Order was delivered 6/28/24. I asked for a return label 7/12/24 due to allergy to products. They lied repeatedly that they'd send a label, then they began sending labels that didn't work. Finally 15 days AFTER I first contacted them asking for a label, they sent one that worked. This was deliberate so I'd return products after 3 wk trial period. They billed my card $199.52 on August 3 2024 and I want a REFUND.

  Business Response

  Date: 09/11/2024

  We apologize for any inconvenience this has caused. Since you have opened a dispute with ****** and received a refund through them, we are unable to process a direct refund on our end. Once a dispute is resolved through ******, they handle the reimbursement, and this typically closes the case. If you have any further questions or need additional assistance, please let us know.

• Initial Complaint

  Date:09/09/2024

  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.

  Maelys is a scam. I tried 3 products for the free trial. I contacted them wanting to discontinue my trial period they kept saying you dont have a subscription and this email is not associated with a subscription . I kept emailing then telling them not to charge me and guess why they did. Now they are making it so hard to get a refund. I told them not to charge me and I will send the products back but they kept saying you dont have a subscription now they charged me almost $200. I was so confused on how they kept saying I dont have a subscription and my email is not associating with them but then they charge me. Now they want all emails within the trial period, which I have no problem doing but my whole point was I kept telling yall I was not satisfied. The fact that they make it so hard to cancel is crazy. Now Im out of $200 because Im sure theyre going to find a way to not refund me. Ugh!

  Business Response

  Date: 09/11/2024

  We apologize for any inconvenience you may have experienced with the return of your recent purchase. We understand how frustrating this can be and are committed to resolving it promptly. Our customer service team has sent a return label for your orders, and as soon as we receive them at our warehouse, we will process a refund immediately. Please let me know if you need any further assistance.

  Customer Answer

  Date: 09/13/2024

  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:

  WHAT OMG. Now you want me to send the products back after telling me countless of times you will not accept it. And after telling me countless of time you have no record of me. I have asked you to send me proof of an email about my trial ending and that I was going to be charged and no response. This was not the same thing you guys told me in numerous emails. You guys are a fraud and did not inform me my trial was ending. I would have sent the products back and great courtesy that you should at least send an email reminding me my trial was ending and that i was going to be charged. You even admitted that the email must of missed me. 

   

   

   

   

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

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

  Business Response

  Date: 09/29/2024

  We sincerely apologize for the difficulties you've encountered and miscommunications as some information is not available with our frontliners in terms of payment status. We have checked the status of your return and was successful in  processing the refund for both of your orders.

  Let us know if you need further assistance.