Complaints

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

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  IPSY

  Pembroke Pines, FL 33027-6166

  
• 

  Ipsy

  903 Colorado Ave Santa Monica, CA 90401

• 

  Ipsy

  4670 Railhead Rd Fort Worth, TX 76106-1990

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:07/05/2025

  Type:Order 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 was charged ****** for a yearly subscription that I did not authorize. I have communicated by email and received several responses. I had a monthly subscription and never authorized a yearly one. When I log into my account, it shows it was cancelled. They admit I cancelled my and yet they charged me ****** and will not refund this amount. I have contacted my credit card company.

  

  Business Response

  Date: 07/10/2025

  Hi *****,
  
  We hope this message finds you well and safe! Thank you for bringing this to our attention through your complaint on the Better Business Bureau. 
  
  We completely understand how you're feeling, and we can see why this charge felt unexpected for you. Your experience is our top priority, and we're here to further look into this and clarify everything from here.
  
  After a thorough review of our records, it seems that you upgraded to annual membership by taking advantage of a limited-time promotion/gift on June 10th. This is the reason why you were billed the annual price of $181.00.
  
  As a kind reminder, clicking the promotion will automatically sign you up for this subscription and charge your account. We try our best to outline these expectations in the terms of the promotion, but we understand you may not have seen it.
  
  No worries, we'll take care of this. While we don't usually offer refunds on orders, we'd love to make a one-time exception this time. You should see refund of $165.93 for the remainder of your annual payment within 5-7 business days. If this charge is under dispute or review with your bank, well need to wait for your banks resolution before processing any outstanding actions.
  
  We hope this addresses everything, *****! Let me know if you have any other concerns. You're welcome to rejoin in the future if you change your mind, and we hope to see you again one day! ???
  
  Thanks for giving us a try!
  
  Take care,
  Team IPSY

  Customer Answer

  Date: 07/10/2025

   
  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.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:06/27/2025

  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 was gifted a 3 month subscription for xmas...we have not been able to redeem and it's been 6 MONTHS. I even had to get the gift giver involved (which is embarassing). They continue to give both of us the run-around, claiming it's fixed, but I still get an error message every time I try to redeem. They continuously waste my time and switch customer service **** so I have to start over. They have never offered refund or alternative solution to redeem this gift. HORRIBLE EXPERIENCE.

  

  Business Response

  Date: 06/30/2025

  Hi ****,
  
  We hope this email finds you well!
  
  Thank you for bringing your concern to our attention through the Better Business Bureau regarding your daughters unredeemed gift subscription, which was affected by an unexplained error.
  
  First, we sincerely apologize if you feel your concerns havent received the attention and care they deserve. We can truly understand that waiting for your orders can be frustrating and we can relate to the disappointment of those orders not arriving as expected. You deserve a smooth and enjoyable experience with IPSY, and we're sorry that weve fallen short of that. We hear you, loud and clear and we're here to help.
  
  ****, after investigating, we discovered that this error happens if you try to use the redemption link without being logged into your ************************ account.
  
  To proceed with the redemption, please log in to ************************ using the original email address to which the gift subscription was sent. After that, click the redemption link: **************************************************************************************;
  
  Following that link, you can simply click, 'REDEEM MY GIFT' at the bottom.
  
  Please let me know if you still run into any issues.
  
  If you need anything else, please reach out at any time and well be there. Have a wonderful rest of your day!
  
  Warmly,
  Team IPSY

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23528746
  
  I am rejecting this response because:

  I HAVE ALREADY TRIED THIS MULTIPLE TIMES.  Same error message.  This did not solve the problem and I'm sick of wasting my time.
  
  Sincerely,
  
  ***

  

  Business Response

  Date: 07/01/2025

  Hi ****, 
   
  We appreciate you letting us know you still receive the same error.
   
  Don't worry, ****! We've already coordinate with the designated team to resolve the issue internally. We want to assure you that we are actively working to find the best possible resolution for your concern and that your issues are not being neglected.
   
  We appreciate your patience as we try and have this resolved for you this time.

  Warmly,
  Team IPSY

  Customer Answer

  Date: 07/04/2025

   
  Complaint: 23528746
  
  I am rejecting this response because:  I am still waiting for a resolution.  
  
  Sincerely,
  
  ***

  Customer Answer

  Date: 07/08/2025

  Good faith effort???  Are you kidding me???  They STILL have not resolved this and it has been 7 MONTHS.  This is ridiculous...you claim to help the consumer????

• Initial Complaint

  Date:06/25/2025

  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.

  1.Non-Delivery of Products:Ipsy failed to deliver my subscription for two consecutive months. Despite my payments being processed, I received no shipments for those months and it totals $68. When I reached out to customer service about these non-deliveries, I was told there would be no refund or reshipment. I was further informed that they would not resend the products or issue a refund for the missing shipments. This lack of fulfillment of a paid service is unacceptable.2.Lack of Accessible Customer ****************************** does not offer a direct phone number for customer service. All communication is done through email or live chat, which has proven to be inefficient. I have repeatedly reached out through these channels but have not received the level of support needed to resolve my issues. My inquiries often go unanswered, and when I do receive a response, its generic, not addressing my specific concerns. This lack of accessibility and effective customer support has made it incredibly difficult to resolve any issues.3.Unresolved Billing and Service Complaints:After being charged for services that were never delivered, I requested a refund multiple times, but Ipsy refused. They have stated that no refund will be issued, and they will not resend the products I have paid for. This response shows a disregard for customer satisfaction and a lack of accountability for their failure to deliver the promised services.

  

  Business Response

  Date: 06/30/2025

  Hi Farheen,
  
  We hope this email finds you well!
  
  Thank you for bringing your concern to our attention through the Better Business Bureau website regarding the 2 months of unreceived BoxyCharm, as well as the recent interaction you had with one of our colleagues.
  
  First, we sincerely apologize if you feel your concerns haven’t received the attention and care they deserve. We can truly understand that waiting for your orders can be frustrating and we can relate to the disappointment of those orders not arriving as expected. You deserve a smooth and enjoyable experience with IPSY, and we're sorry that we’ve fallen short of that. We hear you, loud and clear and we're here to help.
  
  At the moment, we're primarily equipped to provide support through the following platforms:
  
  1. Our automated chat bot (the Glam Bot) through our website help.IPSY.com.
  2. Our direct email ([email protected] and [email protected])
  3. Our social media channels (Facebook Messenger by visiting this link: m.me/IPSY and Twitter DM @IPSYCare)
  
  Through this, we believe that this allows us to offer the best customer care experience possible. Rest assured, we're fully committed to responding to our members within 24 hours.
  
  We want you to know that IPSY and our shipping partners are doing their best to ensure that your order will arrive to you within 15 business days after the original shipment date. Your membership experience is our top priority, so when selecting our shipping partners, we take both delivery time and customer satisfaction into account. Rest assured, we're working hard to ensure quick delivery for all of our members.
  
  Rest assured that we stand by the quality of our service, and we will always offer replacements for undelivered orders at no cost to you (as long as it's within 45 days of the original date of purchase).
  
  For future reference, to help ensure the safe delivery of your package, you may also contact your local post office to request a signature requirement upon delivery or arrange to have your mail held for pickup. We also recommend updating your address.
  
  Farheen, we understand that this has been a frustrating experience and we know that your patience is wearing thin. To make this right, I've issued you 2 sets of $36.54 refunds for your May and June boxes. You should see these amounts returned to your original payment method within 5–7 business days. The refunds that we have issued today was a special accommodation to our usual policy and we may not be able to offer this again in the future.
  
  We’ve carefully noted your concerns and appreciate you giving us the chance to learn from them. Your insights are helping us take a closer look at how we can improve the overall experience for you and all of our members.
  
  If you need anything else, please reach out at any time and we’ll be there. Have a wonderful rest of your day!
  
  Warmly,
  Team IPSY

  Customer Answer

  Date: 06/30/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23518929, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Farheen Damani-hussain

• Initial Complaint

  Date:06/20/2025

  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.

  At the beginning of May 2025 I paid for a subscription of $72 from this company. I canceled my subscription this month because I didnt recieve any of the items I paid for. And with a previous subscription I didn't recieve 4 boxes. So after upgrading and still not receiving I canceled. I am owed my $72 back. They're saying they can't refund me. And they sent my order out. With no tracking number.

  

  Business Response

  Date: 06/30/2025

  Hi *****,
  
  We hope this email finds you well!
  
  Thank you for bringing your concern to our attention through the Better Business Bureau website regarding the 4 months of unreceived BoxyCharm, as well as your May Icon Box.
  
  First, we sincerely apologize if you feel your concerns havent received the attention and care they deserve. We can truly understand that waiting for your orders can be frustrating and we can relate to the disappointment of those orders not arriving as expected. We sincerely apologize for the inconvenience this has caused. You deserve a smooth and enjoyable experience with IPSY, and we're sorry that weve fallen short of that. We hear you, loud and clear and we're here to help.
  
  We want you to know that IPSY and our shipping partners are doing their best to ensure that your order will arrive to you within 15 business days after the original shipment date. Your membership experience is our top priority, so when selecting our shipping partners, we take both delivery time and customer satisfaction into account. Rest assured, we're working hard to ensure quick delivery for all of our members.
  
  Rest assured that we stand by the quality of our service, and we will always offer replacements for undelivered orders at no cost to you (as long as it's within 45 days of the original date of purchase).
  
  Weve done some research, and found out that all your missing boxes were sent to you current address. We also noticed that your tracking info were marked delivered as well.
  
  1. May Icon Box - ******************************************************************* ( Delivered on 5/14/25, 11:12 AM)
  2. April BoxyCharm - ******************************************************************* (Delivered on 4/9/25, 6:03 PM)
  3. March BoxyCharm  - ******************************************************************* (Delivered on 3/9/25, 5:02 PM)
  4. February BoxyCharm  - *******************************************************************(Delivered on 2/15/25, 12:22 PM)
  5. January BoxyCharm  - ******************************************************************* ( Delivered on 1/14/25, 11:43 AM)
  
  Because of our 45-day policy, my colleague was unable to process any refunds or replacements at the time you first reached out.
  
  To help ensure the safe delivery of your package, you may also contact your local post office to request a signature requirement upon delivery or arrange to have your mail held for pickup. We also recommend updating your address.
  
  *****, while we're unable to send replacements for all your orders as we are completely out of stock for those items, I've issued you 5 sets of refunds and you should see the following amounts returned to your original payment method within 57 business days.
  
  1. $74.03 - May Icon Box
  2. $37.47 - April BoxyCharm
  3. $37.47 - March BoxyCharm
  4. $37.47 - February BoxyCharm
  5. $37.47 - January BoxyCharm
  
  *****, we normally replace missing or damaged items within 45 days of the original shipment date. Since its been a bit longer than that, the refund issued today was a special accommodation to our usual policy and we may not be able to offer this again in the future.
  
  If you need anything else, please reach out at any time and well be there. Have a wonderful rest of your day!
  
  Warmly,
  Team IPSY

  Customer Answer

  Date: 07/11/2025

   
  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.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:06/12/2025

  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.

  6/11/25 was the date of the incident. I have a subscription with Ipsy for 14$ a month that I indeed did subscribe to. The issue is that Ipsy charged me 72$ for an icon subscription that I have not subscribed to. When I contacted them I was told they would not give a refund even though I canceled it immediately to finding out they charged my account. I would like my refund for the icon subscription that I did not consent to nor did I subscribe to. I feel like that is bad business and thief

  

  Business Response

  Date: 06/24/2025

  Hi ********,
  
  Thank you for bringing this to our attention through your complaint on the Better Business Bureau.

  We're so sorry the Icon Box charge caught you by surprise! We value your trust, and its important for us to keep you informed about your payments.
  
  It looks like we havent received any recent messages from your email address. If you responded to a marketing email, that inbox isnt monitored and you may not have received a response. Its also possible there may have been a glitch in our email portal or website when you wrote in. No worries, we'd love to take care of this for you!
  
  First, our records show you have two accounts associated with the following email addresses:
  
  ********************************** - canceled since 2021
  ************************** activated on 05/11/25, and recently canceled
  
  We reviewed your account under ************************* and we can confirm that you did sign up for the Glam Bag membership on 05/11/25. It appears that on 06/11/25, you added the Icon Box membership to your account and we immediately received your $72.35 payment for the May Icon Box.
  
  We'd like to clarify that clicking the promotion will automatically sign you up for this subscription and charge your account. We try our best to outline these expectations in the terms of the promotion, but we understand you may not have seen it. We've passed your feedback along, and we'll try to make our marketing and policies clearer in the future.
  
  ********, please know that we always want you to have a good experience with us, so wed be happy to make a special one-time exception to our usual policy for you!
  
  Weve offered you a full refund for your Icon Box order! You should see the $72.35 funds returned to your original payment method within 5-7 business days. If this charge is under dispute or review with your bank, well need to wait for your banks resolution before processing any outstanding actions. 
  
  We can also confirm that your memberships are canceled, so rest assured that you won't be billed for any more Glam Bags or Icon Box shipments unless you rejoin. 
  
  If you have any additional questions or concerns, IPSYs got your back! Reach back out to us anytime, and well be right there to help you.

   

  Yours truly,

  Team IPSY

• Initial Complaint

  Date:06/08/2025

  Type:Service or Repair 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 have a subscription with auto draw for the first of each month. My subscription has a label created as of June 4th. It has not moved it had any updates.I am being told I have to wait at least 19 days which would put us in June 25th without possible product to alert them, only to be charged possibly without product only 6 days later. That would be about $70 charged with no product to show only to be told I will have to wait if I dont see movement. They also say dont count weekends or holidays. How is it fair that I purchased something, and have to wait almost all the way through the month to alert that I have not gotten it? Asking customers to wait until almost the next charge to request assistance for missing product is unprofessional and inconsiderate to the people who keep their company running.

  

  Business Response

  Date: 06/10/2025

  Hi *****,
  
  We hope this email finds you well! ??
  
  Thank you for bringing your concern to our attention through the Better Business Bureau website regarding the shipping issue with your June BoxyCharm and your recent interaction with one of our colleagues.
   
  First, we sincerely apologize if you feel your concerns havent received the attention and care they deserve. We can truly understand that waiting for your order can be frustrating, especially when the tracking shows no recent update and doesn't provide clear details about their whereabouts. We sincerely apologize for the inconvenience this has caused. You deserve a smooth and enjoyable experience with IPSY, and we're sorry that weve fallen short of that. We hear you, loud and clear and we're here to help.
  
  We want you to know that IPSY and our shipping partners are doing their best to ensure that your order will arrive to you within 15 business days after the original shipment date. Your membership experience is our top priority, so when selecting our shipping partners, we take both delivery time and customer satisfaction into account. Rest assured, we're working hard to ensure quick delivery for all of our members.
  
  Rest assured that we stand by the quality of our service, and we will always offer replacements for undelivered orders at no cost to you (as long as it's within 45 days of the original date of purchase).
  
  While we're unable to expedite your original order as we dont currently offer expedited shipping (but might be in the future!), we've sent a replacement order for your June BoxyCharm to your current address. Once it ships, youll get tracking info via email to follow its progress (within 5-7 business days). Please keep an eye on your inbox for your tracking link! ??
  
  At times, we may run out of inventoryeven for recent ordersso your replacement might include comparable alternatives to the original items. 
  
  As a way to make it up to you, and to express our appreciation for your continued support since 2020, we've added a $20 coupon to your account. Your coupon code is CSMGMBR0EWGE, and it's valid for one transaction in our IPSY Shop through July 10th, excluding Add-Ons.
  
  $20 coupon code: CSMGMBR0EWGE  
  
  You can take advantage of the $20 coupon and use this as a discount on your purchased items in our IPSY Shop. Happy shopping!
  
  Here are some coupon tips and reminders:
  
  If you are copying/pasting your code, please ensure there are no additional spaces before or after the code, since the coupon code won't be accepted this way. In any case an error occurs, please try typing the code out exactly as it appears. While doing this, keep an eye out for similar characters, such as:
  
  0's and O's
  I's and l's and 1's (which is i and L and the number 1)
  
  We know that the replacement and $20 coupon wont fully fix things, but we really hope this helps ease your worries and makes your experience better. Above all, I hope it brings you some happiness!
  
  If you need anything else, please reach out at any time and well be there. Have a wonderful rest of your day!
  
  Warmly,
  Team IPSY

  Customer Answer

  Date: 06/10/2025

   
  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.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:06/04/2025

  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 had yearly subscription with the company Ipsy for their glam bags containing a variety of things ranging from makeup to hair care products. Unfortunately I didnt realize I had two subscriptions (one was used with an email I dont use much ******************************** going on, again these are annually paid subscriptions (once a year) so last year 2024 or the year before 2023 I cancelled the subscription because I really didnt use it and most of the stuff I was sent I gave away so I cancelled thinking I only had one subscription. So May 31, 2025 I had a charge of $176.23 from Ipsy to my ****** account and did realize it until today because I guess the payment took some time to process. Once I realized I was charged I went on to my Ipsy app to check to make sure I cancelled it and it said I have no subscription. I tried to get through to a customer service representative through their chat which only had the bot so when I said I needed more help they told me to give a description of the problem and someone would email back so I did. So *** from Ipsy emails me letting me know that I had two subscriptions and they understood how I was confused but in the same sentence stated they dont give refunds, so I asked for the subscription to be cancelled which they did but the money they took from my account was for the yearly subscription not a monthly subscription, he goes on to tell me after stating I wont getting a refund that nomore glam bags will be sent out. So they took my money for a years worth of glam bags that they are refusing to refund and also not send me the bags that they just took $176.23 out my account for! If you not going to refund me give me what I paid for then!! And after I asked about them taking my money and not sending me the bags that were just paid for the email chat was closed and I was sent an email to rate the customer service! I AM HIGHLY ****** OFF!

  

  Business Response

  Date: 06/09/2025

  Hi Carlita,
  
  We hope this email finds you well! ??
  
  Thank you for bringing your concerns to our attention through the Better Business Bureau website regarding the annual charge to your PayPal account and the continued Glam Bag shipments following your cancellation on June 4th.

  First, we sincerely apologize if you feel your concerns haven’t received the attention and care they deserve. This is not the IPSY experience we intended for you, Carlita, and we will make sure we address this issue promptly. Your experience is important to us, and we want to ensure that you feel heard and supported.
  
  We just checked our records, and it looks like Ken responded to your last follow email on June 4th, December 6th. Sometimes, ??? our emails can land there if you don’t have [email protected] or [email protected] marked as a safe sender.
  
  Don't worry, Carlita! We've attached their response below.
  
  // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // //
  
  Thanks for getting back!
  
  I do apologize for the confusion. I'd be happy to explain!
  
  Even though your annual membership has already been canceled. You're still all set to receive your remaining Glam Bag credits/shipments.
  
  Our records show that you still have 11 Glam Bag credits left so you're all set to receive your Glam Bag shipments for the following months until the 11 Glam Bag credits are depleted.
  
  I hope this clarifies things. If you have any other concerns, please let me know!
  
  With kindness,
  Ken
  IPSY Insider
  
  // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // //
  
  Carlita, we understand how you feel about the annual charge and why it caught you by surprise.
  
  We’ve done some research, and found out that this account has remained active until June 4th with no cancellation attempts or requests in the past. However, we appreciate you letting us know that you did canceled it.
  
  Additionally, we noticed from the screenshot you provided that the account you accessed—showing no active subscription—is your old account associated with the email [email protected]. You also mentioned that the email linked to your annual subscription is one you rarely use.
  
  Carlita, we communicate regularly via email to send you updates about your membership, so we recommend using an email address that you check often.
  
  No need to worry, Carlita!
  
  We will be shipping your paid Glam Bag orders starting this month through May 2026—a total of 12 months’ worth of shipments, which corresponds to the amount you paid.
  
  To receive updates and track your monthly shipments, we can update the email associated with your account to one you use more frequently. Just let us know, and we'll take care of the rest.
  
  If you need anything else, please reach out at any time and we’ll be there. Have a wonderful rest of your day!
  
  Wamrly,
  Team IPSY

• Initial Complaint

  Date:06/02/2025

  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 was charged for a subscription that I did not subscribe for. I was charged for IPSYs Icon Box, and I did not sign up for it nor did I consent to being charged for this subscription. I attempted to get a refund for this charge and was told that they do not give out refunds. I cancelled my subscription that I did sign up for, the Glam Bag (the only subscription I have with IPSY), and cancelled my subscription to the Icon Box that they placed on my account without my knowledge. I was not notified of the Icon Box Subscription.

  

  Business Response

  Date: 06/04/2025

  Hi *********,
  
  Thank you for bringing this to our attention through your complaint on the Better Business Bureau.

  We're so sorry the Icon Box charge caught you by surprise! We value your trust, and its important for us to keep you informed about your payments. Please know that we're always here to help you out.
  
  As you may already know, clicking the promotion will automatically sign you up for an upgrade and charge your account. We understand that you may not have seen the terms of the promotion, so as you preferred, we've canceled your Icon Box order. Your $71.01 charge was also refunded, and your funds should be returned to your original payment method shortly.
  
  It seems like you've also canceled your Glam Bag membership. Don't worry, you'll still receive your ************* as planned! It's already being prepped in our warehouse, and a tracking email will be sent to you once your package ships, so be sure to keep an eye on your inbox for updates!
  
  *********, please know that we always want you to have a good experience with us. If you ever decide to rejoin, weve added ***** points to your account that you can use within the next year to redeem free items from our points store: ***********************************************************;
  
  Your satisfaction is our main priority as it helps us grow and provide better customer service to ******************** members! Let us know if you have any other concerns.

   

  Yours truly,

  Team IPSY

• Initial Complaint

  Date:05/25/2025

  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 spend alot of money with this company and they refuse to refund or issue replacement of products anymore. I can't help it if the shipping team misses a product or a product breaks in transit. I just want a solution because they are stealing my money. I have no other problems with other businesses and there's no phone number to directly speak with someone especially a manager. This is just wrong.

  

  Business Response

  Date: 06/05/2025

  Hi *****,
  
  Thank you for bringing these issues to our attention through your complaint on the Better Business Bureau website, and for giving us the opportunity to assist you.
  
  *****, we can only imagine how disappointing it must be to deal with the shipping and fulfillment issues back-to-back, and we sincerely apologize for the inconvenience this has caused. You deserve a smooth and enjoyable experience with IPSY, and we're sorry that weve fallen short of that. We hear you, loud and clear! We're here to help.
  
  Currently, our warehouse team has standard packaging guidelines to follow. To ensure that all of the products are included in your shipments, they're working hard to rigorously check each items and package them with care, especially for damage prone items. They always ensure that they meet the quality of the packages during the packing process.
  
  Rest assured that we've shared these thoughts with our warehouse and hope to avoid future issues with your shipments.
  
  Don't worry, *****! Here's what we did.
  
  Weve gone ahead and processed a replacement for your damaged and missing items (TOKYOMILK Radiant Gem Parfum and VACATION *** Classic Lotion SPF 30) . Once it ships,  youll get tracking info via email to follow its progress (within 5-7 business days). Please keep an eye on your inbox for your tracking link! 
  
  *****, typically an average of 1% of our monthly shipments require replacements or refunds. The replacement we've issued today was a special accommodation to our usual policy. Thank you for your understanding that we may not be able to offer this again in the future.
  
  Thank you for giving us the opportunity to help you, *****.  Have a wonderful rest of your day! 
  
  

  Best regards,

  Team IPSY

  Customer Answer

  Date: 06/05/2025

   
  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.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:05/22/2025

  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 have a monthly subscription and on top of it. I ordered over $331 worth of stuff. I keep asking them where is my stuff andone of them is sitting in their warehouse still which is 300 and some dollars worth they keep playing the games of like they dont understandthe questions. I keep emailing them almost every single day. They have not sent me anything or they say that that certain items are out of stock even though they sell it on their shop as their add-on and I am out basically give or take about $500.

  

  Business Response

  Date: 05/25/2025

  Hi *****,
  
  Thanks you for reaching through the Better Business Bureau website regarding the shipping issues you experienced for your IPSY Shop order #o_tsw89s-i-manxa903, May Glam Bag and May Icon Box along with your Beauty Boost.
  
  We can only imagine how disappointing it must be to deal with the shipping issues back-to-back, and we sincerely apologize for the inconvenience this has caused. You deserve a smooth and enjoyable experience with IPSY, *****, and we're sorry that weve fallen short of that. We hear you, loud and clear! We're here to help.
  
  *****, while we can confirm that your address is accurate for your subscriptions, please note that (the one you referrer to as Add-Ons) are orders placed from the IPSY Shop, which are shipped separately from your subscription orders and do not automatically default to the address where your bags or boxes are sent.
  
   This explains why your IPSY Shop order #o_tsw89s-i-manxa903 (amounting $353.66) has been shipped to your old address. This also means the shipping address must be entered manually for all orders placed in IPSY Shop. Additionally, IPSY Shop orders cannot be canceled or modified, regardless of whether they were placed minutes or even seconds ago.
  
  Moreover, we've noticed you mentioned that you have not yet received either your May Glam Bag or Icon Box orders, even though the tracking information shows they were delivered.
  
  Don't worry, here's what we did, *****.
  
  A replacement for your IPSY Shop order #o_tsw89s-i-manxa903 was processed on May 18th and is currently being prepared for shipment. Except for the following out-of-stock items, you can expect to receive the rest of the products your order:
  
  1. SLEEK'E Silke Hair Detangler Spray
  2. PURLISSE BEAUTY Radiant Glow Illuminating BB Cream SPF 30 in Medium
  3. NEOGEN DERMALOGY A-Clear Soothing Pink Eraser
  4. **** BOTANICS Deep Serum
  5. ******* ******** HAIR CARE Scalp Scrub Exfoliating Anti-Dandruff Treatment Duo
  
  Weve also sent replacement orders for your May Glam Bag and Icon Box to your current address. *****, youll get three new tracking info via email to follow their progress (within 5-7 business days). Please keep an eye on your inbox for your tracking links! 
  
  *****, you can expect to receive a refund of $15.98 for the Beauty Boost and $33.03 for the five items in IPSY Shop order #o_tsw89s-i-manxa903, as these items are no longer available for replacement.
  
  We understand that you would much prefer to receive replacements for the out of stock items rather than a refund; however, our inventory management system handles purchases and replacements separately. Our replacement inventory can differ from what you see in our shops. Despite our best efforts, we're currently unable to provide a replacement order for these items order due to inventory constraints.
  
  We want to assure you that well always try our best here in IPSY Care to provide you with a replacement as long as we have it in our inventory.
  
  We value you being part of our community, and the last thing we want is for you to feel let down.
  
  *****, as a way to make it right and express our appreciation for your continued support since 2023, we've added a $25 coupon to your account. Your coupon code is CSMGMB45TI2P, and it's valid for one transaction in our IPSY Shop through June 24th, excluding Add-Ons.
  
  $25 coupon code: CSMGMB45TI2P
  
  You can take advantage of the $25 coupon and use this as a discount on your purchased items in our IPSY Shop. Happy shopping!
  
  Here are some coupon tips and reminders:
  
  If you are copying/pasting your code, please ensure there are no additional spaces before or after the code, since the coupon code won't be accepted this way. In any case an error occurs, please try typing the code out exactly as it appears. While doing this, keep an eye out for similar characters, such as:
  
  0's and O's
  I's and l's and 1's (which is i and L and the number 1)
  
  Your feedback means the world to us, and well be using your valuable feedback to make our service even better in the future, so thank you!
  
  Please know that we care for you, and we want everything to be addressed, please feel free to reach out, and well always help in any way we can.
  
  Best,
  Team IPSY

  Customer Answer

  Date: 05/25/2025

   
  Complaint: 23363984
  
  I am rejecting this response because: the package that is worth over 300$ is not being addressed at all as i said I want to receive all of that plus a full refund not 25$.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 06/02/2025

  Hi *****,
  
  Hope you're enjoying a great start to your day! ??
  
  We're following up on your response to our initial message regarding your IPSY Shop order #o_tsw89s-i-manxa903 (amounting $353.66).
  
  *****, IPSY Shop orders cannot be canceled or modified, regardless of whether they were placed minutes or even seconds ago. IPSY Shop orders are shipped separately from your subscription orders and do not automatically default to the address where your bags or boxes are sent.
  
  This explains why your IPSY Shop order #o_tsw89s-i-manxa903 (amounting $353.66) has been shipped to your old address. ?? This also means the shipping address must be entered manually for all orders placed in IPSY Shop.
  
  On May 18th, a replacement for your IPSY Shop order #o_tsw89s-i-manxa903 was processed and is currently on its way to you. ?? You can expect to receive the rest of the items in your order #o_tsw89s-i-manxa903, except for the following out-of-stock products:
  
  1. SLEEK'E Silke Hair Detangler Spray
  2. PURLISSE BEAUTY Radiant Glow Illuminating BB Cream SPF 30 in Medium
  3. NEOGEN DERMALOGY A-Clear Soothing Pink Eraser
  4. **** BOTANICS Deep Serum
  5. ******* ******** HAIR CARE Scalp Scrub Exfoliating Anti-Dandruff Treatment Duo
  
  Your order should arrive no later than June 19th (the 15th business date from its shipped date, which is May 28th).
  
  You can check out your replacement order (#o_tsw89s-i-manxa903) tracking info here, *****:
  ******************************************************************************************************
  
  Some tracking tips:
  1. Once your package arrives at your local post office, tracking info may not update until it leaves for delivery (this may take a few days).
  2. If your package status is "delivered," it may take up to 24 hours for your order to arrive at your door.
  3. The delivery date is an estimate. If you have yet to get your order by the estimated date, give it a few extra days to arrive.
  
  A partial refund of $33.03 for five items in IPSY Shop order #o_tsw89s-i-manxa903 was issued on May 18th, as these items are no longer available for replacement. ?? The refund should have been reflected in your Afterpay account within 57 business days from the date of issuance.
  
  We're here to assist you with any further questions or concerns, *****. Have a wonderful rest of your day! ???
  
  Warmly,
  Team IPSY

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23363984
  
  I am rejecting this response because I feel as a huge company that you guys are and as much money as Ive spent with you guys, I deserve more than a $25 coupon I believe at least made me halfway refund me $150 and since you sent me all of new packages, which means all of my May products and whatever it is that I bought and whatever Im out of stock its out of stock whatever but tried to replace them with something and then I will be more than satisfied. Thats when I will be more than satisfied because my other thing is to also let social media know. 
  
  Sincerely,
  
  ***** ******