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Complaint Details
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Initial Complaint
02/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I placed an order with the company, Maelys Cosmetics. The product I ordered didnt perform as advertised, so I contacted the company for a refund. A person with the name ***** replied with the application steps. I responded that I followed the directions and it still didnt work, so I wanted a refund. ***** responded saying I could have any product on their website, free of charge, and that I could keep what I originally ordered. I responded that I was not interested in another product, I just wanted my refund and have had no response from the company or *****. Their website states they have a 60 day refund policy. I want the return label, and I want a refund.Business response
02/14/2023
We're so sorry to hear about your experience as it is our mission here at ***** to ensure each and every customer is satisfied. Our customer service team has been in touch with you, and we wanted to confirm that we have already sent you a prepaid return label. Please feel free to reach out with any further questions or concerns! Have a great day!Initial Complaint
01/26/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I bought 2 creams from Maelys on 12/10/22. They have a refund policy of 60 days. I contacted them and wanted a refund as their products burn and I am allergic. After emailing on 1/14/23 and after many tries of them wanting me to try other products I exclaimed how I just want my money back, please send me the return package sticker for posting or I will contact BBB. They finally gave me the slip via email. I sent the package thru ***** on 1/20/23. They received the package on 1/24/23. I emailed asking when should I see my refund? No response. (Side note they emailed me quickly when trying to get me to change my mind) I emailed again today with no response. I let them know that I was going to file a complaint with BBB due to lack of response after receiving the products. The amount Maelys needs to refund me is $81.51. During this time *** received emails of advertisements from them. I just want my money back per their guarantee.Customer response
01/30/2023
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
01/23/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
Order# ********* When opening package I didn't receive my entire order and I cannot get in touch with anyone to request refund for my shortageBusiness response
01/26/2023
Hi! We're so sorry to hear about your experience as it is our mission here at ***** to ensure each and every customer is satisfied. We have reached out to you privately in order to assist you further. Have a great day!Customer response
02/01/2023
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
12/27/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered 2 items on same day with same tracking number from this company but only received 1 not 2. I asked this company why did you only ship one item and not 2, no answer or response. I asked this company to show me my order of the items I bought and what I paid no answer or responseBusiness response
01/11/2023
We're so sorry to hear about your experience, as it is our mission here at MAELYS to ensure each and every customer is satisfied. Our customer service team has been in touch with you, and we wanted to confirm your order has already been fully refunded. Please don't hesitate to reach out should there be anything you need.Initial Complaint
12/20/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
12-12-2022. I ordered products; and they never arrived.Business response
12/21/2022
We're so sorry to hear about your experience! Our customer service team has been in touch with you and we wanted to confirm that we are sending you a new order. Please let us know if you need help with anything else. Have a great day!Initial Complaint
12/13/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Placed and paid for order...but no confirmation from companyBusiness response
12/18/2022
We're so sorry to hear about your experience. Our team has been in touch with you privately, however, we wanted to confirm that we provided you with your order details as well as tracking information for your order. Please don't hesitate to reach out should there be anything you need.Initial Complaint
11/30/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a package form maelys on November 17th of 2022.I used the product once and felt itching sensation all over the area follow by redness , I didnt like the way it felt on my skin.The main logo of this company is my satisfaction and Im really not satisfied.I contact the customer service to start my return process, they suggested to exchange but I told them Im not interested and I would like to return the product and they ignoring me ever since, Try to contact them trough the website, got a reply, asked for a refund and that they will send the return label as they explained in the refund instructions and again got ignored.No one answered to my emails, Im super disappointed from the creams I really wanted them to work for me , but more disappointed from the customer service, they have *******************************************************I wish I never bought it in the first place! I add the emails just to show how they ghosted me after I asked for a refund.Business response
12/06/2022
We're so sorry to hear about your experience as this is not the standard we strive for here at MAELYS. We have sent you a prepaid return label and wanted to confirm that your order has already been fully refunded. Please feel free to reach out with any further questions or concerns! Have a great day!Initial Complaint
11/21/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
On October 8th I placed and order for the complete kit in the amount of $228.02. I used products exactly as directed but had an allergic reaction. I tried them several times to make this was the source. They promise easy return for full refund if not fully satisfied within 60 days of purchase. I reached out to customer service on November 15th requesting refund. To my surprise they almost immediately replied to my email. However they wanted me to exchange for different products. Why would I want more products that I would most likely have a reaction to? I replied that I just wanted a refund. Amazingly all communication from them has stopped. They will not reply again after several attempts-I requested shipping label and gave them my order info. I truly feel they are ignoring me to get past the 60 day point for a refund. And no their reply has not gone to a junk or spam folder! I dont want to say its a scam but its at the very least very poor customer service. I need my original form of payment credited to my card!Order warehouse number *********** Red #** ********Business response
11/23/2022
We're so sorry to hear about your experience as it is our mission here at ***** to ensure each and every customer is satisfied. We have already sent you a prepaid return label, and once the products arrive at our warehouse, we will process a refund for the full amount of your order. Please feel free to reach out with any further questions or concerns! Have a great day!Customer response
12/07/2022
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
11/17/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I paid for the products. I used them several times and broke out in a horrible rash. I asked them about this and was told not to use after a shower. There are no directions.I used the product in the morning several times and the heat was too intense and the itching was non stop. I had to shower to remove the product and take benadryl to quiet the allergic reaction. I notified the company that I would like my money back and they suggested I try some of their other products. I don't trust them after what I have experienced. I just want my money back.Business response
11/21/2022
We're so sorry to hear about your experience as it is our mission here at MAELYS to ensure each and every customer is satisfied. Our customer service team has already reached out and sent you a prepaid return label. Once the products arrive at our warehouse, we will process a refund for the full amount of your order. Please feel free to reach out with any further questions or concerns! Have a great day!Initial Complaint
11/03/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I placed an order last Thursday, the 27th. The order was dropped off from Maelys, in **, to **** I noticed item is not moving through *** network. I have been emailing with ****** from Maelys, about this. She is giving me the same poor answers over and over, that their logisitics department has my issue, however, nothing has been done to rectify this! Item is still not going through *** network, and upon asking via email to cancel and refund my order, ****** once again stated her copy and paste answer, that they are awaing the logistics department to get back to them. Ridiculous! I want my money back!Business response
11/07/2022
We're so sorry to hear about your experience as it is our mission here at MALYS to ensure each and every customer is satisfied. Our customer service team has already been in touch, and after confirming with you, we've shipped you a new order. We hope that you will continue to be a loyal MALYS customer, and please don't hesitate to reach out should there be anything you need.
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Contact Information
Private Address
Staten Island, NY 10314
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598 total complaints in the last 3 years.
489 complaints closed in the last 12 months.