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.

close

Find a Location

Maelys Cosmetics USA Inc. has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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

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:08/07/2024

  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.

  I tried to return the product, but was offered to try another product. They said to keep the orginal one at no cost and a new product would be shipped to me. I never received the other product and then i was charged for the original one after they said i wouldn't be charged. I have emailed over and over again and can not get a clear answer or a phone call. I feel like they are ripping people off by just charging and then not resolving the emails or even listening. As you can see in the email they agreed to send me a new product to try and at no charge and to keep the one I had. What was i supposed to do different to keep from being charged, if i was told to keep it? Please help!

  Business Response

  Date: 08/15/2024

  Were sorry to hear about your experience and apologize for any confusion regarding the offer we presented. Our customer service team has been in touch with you, and to address the miscommunication, we have issued a refund for your order. If you have any further questions or concerns, please dont hesitate to reach out. Were here to help!

• Initial Complaint

  Date:08/07/2024

  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 purchased a try before you buy through Maelys cosmetics. I purchased as a gift for another party. I agreed to pay the introductory charge of $51.94 in July. I specifically stated to representative that this is a one time purchase and I didnt want to be enrolled into a subscription. I was told that I would not be charged any additional money. Im not enrolled in a subscription. I was billed in August an additional charge of $51.94. Ive contacted Maelys several times and was told a manager will be contacting me. A manager never called me. I was actually charged twice. I submitted proof of this and was told that I was not charged twice. After I pushed back, I received an email saying that they had experienced a technical issue and that I was charged twice. I was told that a second refund would be issued, but as of today, i still have NOT been refunded the second charge.

  Business Response

  Date: 08/14/2024

  We are sorry to hear about your experience. When you placed your order, you placed a Try Before You Buy order. Try Before You Buy allows you to try any of our products without paying for them upfront. However, you are charged a non-refundable $5 shipping fee at checkout. As a part of our Try Before You Buy program, we use a pre-authorization hold to guarantee the safety of certain transactions. However, the funds are not withdrawn from your account unless you decide to keep your products. Typically, pre-authorizations clear within a few days, varying by financial institution. After the trial period is completed, youll be automatically charged for the products in your order. The charge you are currently seeing on your account is the charge at the end of your trial period for the products you ordered and have not yet paid for. To clarify, you were charged once for the $5 shipping fee and once again for the total amount of your order at the end of the trial period. We understand this may have been confusing and apologize for any inconvenience. If you have further questions or concerns, please feel free to reach out to us.
  

• Initial Complaint

  Date:08/07/2024

  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.

  On June 8th, 2024, I subscribed to the Try Before You Buy and purchase the B-TIGHT *********** Booty ************* Belly Firming Cream. The order I received included extra items that I did not purchase. However, I tried on the products but it burned my skin and I got rashes all over my body. I have to take a shower and applied the hydrocortisone and it took a whole night until the next day for my rashes to go away. on Jun 13th, ****************************************************************************************************************** with the refund process and to cancel my subscription but have not hear from them. I have to follow up for days and finally got an answer. They asking me to fill out the information about the items and the return reason. But when I email back there is no one reach out to me again. I have to follow back and forth and if I received one email responding, they asking me over and over the same questions as if I am speaking to a different person every time. This is very frustrating because it is getting over the 2 weeks trial and Ive been talking with them for a month. I keep asking them to please process my return as soon as possible and cancel my subscription because I will be leaving out of the country for 2 weeks on the 13th. Somebody finally reach out to me and send me the return label for but they did not cancel my subscription. On the Jul 8th, I received another charge for my 2nd order and I have to email back and forth again for my return label but I couldnt mail my 2nd package on back on b/c I was out of the country. The tracking on my first order return showing as it was delivered on July 12th, 2024 but as of now is August 6th, 2024. I still have not received my refund on my first order yet. *** contracted them twice but no one is response to my email. Ive also mail the 2nd order back as soon as I return back to the country. This is a SCAM ! I please be aware everyone.

  Business Response

  Date: 08/15/2024

  We sincerely apologize for the frustration and inconvenience you've faced with your orders and our customer service. We want to confirm that both your orders have been refunded. If you have any further questions or if there is anything else we can assist you with, please dont hesitate to reach out. We're here to help!

• Initial Complaint

  Date:08/07/2024

  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.

  I signed up for a *****'s subscription several months ago. After giving the product an honest try. I chose to cancel due to lack of results. I submitted 4 requests to cancel my future shipments and membership via email to costumer service and the "help" email, as instructed on the web page. Every email response seemed automated and refused to cancel my future orders or membership. I requested instruction on how to cancel online, and was answered in a round about way that I could only postpone shipments. There is no costumer service number and the online chat option does not work. And there seems to be absolutely no way to cancel a membership or subscription. I chose to unauthorize future charges to my card. I am extremely unhappy with this business model.

  Business Response

  Date: 08/14/2024

  We sincerely apologize for the inconvenience youve experienced with canceling your subscription and the challenges with our customer service. We understand that our initial guidance may have been unclear. To manage your subscription details, including cancellation, you can visit the Subscription section in your account. We have now confirmed that your subscription has been canceled. If you have any further questions or concerns, please dont hesitate to reach out. 

• Initial Complaint

  Date:08/07/2024

  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.

  From the first transaction of the trial of $5, I was charged $127. I returned the merchandise on 07-16-2024 and I was charged $180.78. Dealing with Maelys has been a nightmare from day 1. I called the customer service # ************ that appears on bank transaction and it is disconnected.

  Business Response

  Date: 08/14/2024

  We are sorry to hear about your experience. When you placed your order, you placed a Try Before You Buy order. Try Before You Buy allows you to try any of our products without paying for them upfront. However, you are charged a non-refundable $5 shipping fee at checkout. As a part of our Try Before You Buy program, we use a pre-authorization hold to guarantee the safety of certain transactions. However, the funds are not withdrawn from your account unless you decide to keep your products. Typically, pre-authorizations clear within a few days, varying by financial institution. After the trial period is completed, youll be automatically charged for the products in your order. The charge you are currently seeing on your account is the charge at the end of your trial period for the products you ordered and have not yet paid for. To clarify, you were charged once for the $5 processing fee and again for the total amount of your order at the end of the trial period. We have already issued a full refund for your order. If you have any further questions or concerns, please feel free to reach out to us.

• Initial Complaint

  Date:08/06/2024

  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.

  ordered one item and was sent a trial subscription of 3 items. Canceled order before I received it and asked for return instructions. After several emails and explaining that i was unable to print provided return label, asked to provide me with a physical return address so I could return items myself through Fedex>They only stated I could not return items without the return label. I will be charged $ ****** if I don't return the items within 21 days.No valid customer svc phone number and no return info online either.This company is scamming people

  Business Response

  Date: 08/14/2024

  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 we already sent you a return label. Please feel free to reach out with any further questions or concerns!
  
  
  

• Initial Complaint

  Date:08/06/2024

  Type:Sales and Advertising 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 saw an advertisement for a try before you buy, at checkout they offered an addt'l product to try & said they would throw in a free ******** would pay $5 shipping. So I got the 2 products. Next day after I got the products . I notified them via email to let them know that the products did not work for me and gave me allergies and wanted to return them. I was emailed back very quickly by someone telling me that I had other options but I keep emailing back that I just needed the return label to finally return the product. After almost a week they finally send me the return label and I shipped the products back two weeks before the trial ended. But they still charged me for it and every time I send them an email they send me an automated response.

  Business Response

  Date: 08/11/2024

  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

  Date:08/06/2024

  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.

  I placed an order with Maelys cosmetics for (4) different items during a "Try before you buy" program. I didn't see a difference from any of the products so I cancelled the subscription a week prior to the deadline and requested a return label so I could send the product back. It took 12 attempts before the company provided a return label. I was assured that I would not be charged since I cancelled by subscription in plenty of time, but I was charged. I was told I would receive a refund within 14 days of returning the product. It has been 30 days and I still have not received the refund. I have over 30 emails with customer service with empty promises and untrue comments. The company has failed on every level. I would appreciate the money to be refunded please. Thank you.

  Business Response

  Date: 08/11/2024

  We sincerely apologize for the inconvenience youve experienced with your recent order and the return process. Regarding the return label, we did send it multiple times as requested, and we apologize for any issues you faced in receiving it. Our team has confirmed that your refund has been processed. If you have any additional questions or need further assistance, please feel free to reach out.

• Initial Complaint

  Date:08/05/2024

  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.

  I had a free trial period through 7/18/24. I emailed on 7/12/24 to cancel & return the products. I didn't receive a response so I emailed again on 7/17/24. When I finally received a response, they just said I could return the products & asked why I wanted to return them. I had already requested how to return the products twice at that point. I explained why I wanted to return the products & asked how to return them for a 3rd time. Again, I did not get a response. I was charged the full amount for the products as the trial period ended. I tried to cancel for a week in advance & received no help on how to actually do that. I emailed them again & again I was asked why I wanted to return the product & not provided any information on how to actually return them. Their website explains the "Try Before You Buy" ********* there's a section where you can "click here" to process a return or exchange. When you click the link, it brings you to the contact page where it only gives you an option to chat or email. I tried to chat but that option never works stating that their volume is too high & says to send an email. My return was not processed & I was eventually told it was too late & outside the trial period, though it was on them to assist me with my return I contacted them about within the proper return window. They never processed my request & that's THEIR fault, not mine. This is false advertising, it falls under Unfair, Deceptive, or Abusive Acts or Practices. What they're doing is illegal. I disputed the charge with ************** response to the dispute was to ask why I wanted a refund. They are MORE than aware of why I want my money back. Their perpetual confusion & stating that I'm responsible for an issue they caused continue to reflect their incompetence & serious lack of customer service. I have also requested that they stop emailing me with their cut-and-paste auto-responses saying they can't help ********* continue to regularly send messages which is harassment.

  Business Response

  Date: 08/25/2024

  We apologize for any inconvenience this has caused. Since you have opened a dispute with ****** and received a refund through their platform, 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. We're here to help.
  

  Customer Answer

  Date: 09/12/2024

  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:

  PayPal has absolutely not refunded me, nor should they because it is not on them to do so. It is the responsibility of Maelys to refund my money that they took from me when they shouldn't have. ****** doesn't have my money, Maelys does. Maelys continues to act like they cannot refund me due to the dispute but all they have to do is respond to the dispute and state that they would like to refund me, which they clearly haven't. The process would then be closed and we could all move on with our lives. I have received multiple emails from the business stating they FINALLY want to refund me, but that has yet to happen. More false claims when they could have never charged me in the first place or refunded me long ago. This is the game they continue to play and clearly why they have hundreds of BBB complaints against their company. I am unable to close the ****** dispute, even if I wanted to, due to the pending review. On ******'s website, it clearly states that disputes should not be closed until the issue is resolved and if the business has agreed to provide a refund, the dispute should not be closed until the refund is actually received. I notified the business to the best of my abilities MULTIPLE times before the "trial period" expired and their inability to perform their job duties or complete disregard of my communication should not be my problem. I just want my money back that they should have never taken from me in the first place. It is a wonder how they are still operating with these kind of business practices. It is not about the money at this point but principle that they should not be acting this way. It is beyond terrible customer service and their practices are in clear violation of UDAAP, as I have stated before, which deems their operations as not just frowned upon or upsetting, but ILLEGAL.

   

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

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

  Business Response

  Date: 09/17/2024

  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 an open dispute with ******. Our customer service team has reached out to you to get more information. Please feel free to reach out for anything else!

  Customer Answer

  Date: 09/24/2024

  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:

  AGAIN, the refund is not being blocked by the dispute. You keep claiming that you're trying to refund me but you're not. You can either process the refund directly to my account or respond to the dispute with Synchrony/****** and let them know you want to refund me so the dispute can be closed DUE TO THE REFUND. ******'s dispute section clearly states that I should not request that the dispute be closed UNTIL the refund is received so it's a lie that you cannot just send my money back. You have had the option to give me my money back for MONTHS and are simply choosing not to. You are making things more difficult and making false claims that you are unable to provide a simple refund. THIS is why I have reported this issue on multiple platforms. THIS is NOT customer service, it's theft and I can't understand why you're choosing to draw it out over and over and over again just proving how bad your company is. If you give my money back, that you should have never taken in the first place, this would all be resolved. It is not on Synchrony or ****** to refund the money YOUR COMPANY took from me after I provided ample notification that I did not want to continue with the free trial in advance to it expiring. Your business slacked and LIED to me for a long time saying that I could not get my money back and NOW you've been claiming that you've tried to refund me? This is a joke and you are the only one who can end this ridiculous situation yet you continue to perpetuate it and show how terrible your operation is. For the 100th time, refund my money and be done with it!

   

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

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

• Initial Complaint

  Date:08/05/2024

  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.

  For 2 weeks Ive messaged back and forth over and over trying to get a return label for try before you buy products. They try to get me to try different products in place of the ones I wish to return and I say no ** I just need the return label . They have me ready to pull my hair out. What they are doing is trying to run the trial period time out so they can charge my account. This a horrible way to do business. Very manipulative company preying on consumers .

  Business Response

  Date: 08/11/2024

  We sincerely apologize for any inconvenience you've experienced with the return of your recent purchase. We understand how frustrating this situation can be and are committed to resolving it as quickly as possible. Our customer service team has sent you a return label and we have just resent it again. If you have any other questions or concerns, please don't hesitate to reach out.