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

  4670 Railhead Rd Fort Worth, TX 76106-1990

• 

  Ipsy

  903 Colorado Ave Santa Monica, CA 90401

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:06/18/2025

  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 want to cancel the service, and I'm getting the runarounds. I tried to cancel, but they say I don't have an account, and they are still taking money out of my checking account. I couldn't find a mailing address or an email. I want them to cancel this service and stop taking money from my checking account. I'm contacting my bank asap.

  

  Business Response

  Date: 06/25/2025

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

  We understand how frustrating it is to deal with all that confusion and not being able to get your membership canceled while charges are still coming out. We're here to take care of this for you!
  
  The most effective ways to reach us at the moment are through email on our help site at *****************************, ******** Messenger by visiting this link: *****************************, or X DM @IPSYCare.
  
  It looks like you may have two IPSY accounts, and one of them has your active BoxyCharm membership:
  
  ******************************* account
  ****************** account and ******************** subscription
  
  To make any changes or check your subscription status, please log in using the second account. Should you want to update your email address from ****************** to ******************************* instead, just let us know. We communicate regularly via email to send you updates about your membership, so we recommend using an email address that you check often.
  
  As you requested, weve gone ahead and canceled your subscription, and it will end after this months shipment. Since orders start processing on the 1st of each month, were not able to stop this one from shipping. We always recommend canceling before the 1st by 12 p.m. PT or reaching out to us during this time so we can process the request manually. 
  
  If you ever decide to rejoin in the future, weve added ***** points to your account that you can use within the next year to redeem free items from our points store: ******************************************************
  
  Your IPSY experience is important to us, and were always here to help you out. Please don't hesitate to reach out to us if you have any other concerns!

  Yours truly,

  Team IPSY

• Initial Complaint

  Date:06/17/2025

  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 canceled my subscription in May 2025well before the stated *********** May 2025, I canceled my subscription through the companys website to ensure I would not be charged for June or July shipments. This decision was made during an extremely difficult personal time, as I had just lost my child and would not be home to receive any deliveries.Despite my account status showing "inactive," the company still sent and charged me for the June shipment. When I contacted customer service, I was told they had randomly changed the cancellation deadline **without notifying customers**. This is unacceptable, especially since my cancellation occurred well before **both** the original and newly imposed ************ make matters worse, I have now been charged for **July** as welland when I reached out again, I was simply told the bag is already "on the way." No resolution, no refund, and no accountability.

  

  Business Response

  Date: 06/25/2025

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

  Were truly sorry for the distress and inconvenience this situation has caused you, especially during such a difficult time. We understand how disappointing it is to be charged and receive shipments despite canceling early. 
  
  We double-checked your account, and it shows that last April, you paused your membership for a month. Your membership resumed on 05/29/25, and we received your payment for the ************* on 05/30/25 before your cancelation was finalized on 06/01/25. It's possible that there was a glitch in our system when you tried to cancel your membership in May. We've gone ahead and passed your experience to our team to prevent any inconvenience in the future.
  
  While our policy is that members must finalize cancellations before the 1st of each month or before the order is fulfilled to avoid being charged, weve made a special one-time exception to our usual policy for you.
  
  Weve offered you a full refund for your *************. You should see the $17.51 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. 
  
  ******, you can rest assured that your membership is canceled, and you won't be billed for any more Glam Bag shipments unless you rejoin. We can also confirm that you aren't charged for a July shipment. 
  
  We genuinely want to make things right for you and are here to support you every step of the way. Please feel free to reach out anytimewere listening and ready to help.

   

  Yours truly,

  Team IPSY

• 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,
  
  ***** *******

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23440699
  
  I have had Ipsy since may. Every month since then its been a headache to even get my order. May - order sent to the wrong address even though I updated it causing me to potentially speak to an abuser to get the order. Had to send a ticket in June - order didnt move for over 2 weeks after shipping date. Had to send a ticket in and talk to corporate. July - package marked as delivered but is not here. Address on email is wrong again and I have to wait 24 hours to see if they lied about delivering. I should not have to be writing in every month to make sure my package they take money for with no problem, gets to the intended destination. This is beyond frustrating as I am disabled and I cant go and so make up stuff like normal. I have cancelled my membership as there is no hope Ill even get month 3s order.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 07/17/2025

  Hi *****,
  
  We hope this message finds you well and safe, and we appreciate you getting back!
  
  We hear you, and we apologize for everything you've been through these past few months. No one should have to follow up every month just to make sure something they've paid for arrives correctly, and especially not when dealing with sensitive personal situations and additional challenges. 
  
  Your safety, peace of mind, and trust are incredibly important to us, and its clear weve fallen short in supporting you the way you deserve. We're here to make light of your situation.
  
  After a thorough review of our records, here's what we found out:
  
  - Your May BoxyCharm was successfully delivered on May 15th to the correct address you provided. Check the tracking info here: *******************************************************************
  - Your replacement June BoxyCharm was delivered on June 20th to your correct address. Check the tracking info here: ******************************************************************************************************
  - Your replacement July BoxyCharm is currently on its way to your correct address. Check the tracking info here: ******************************************************************************************************
  
  This is not the impression we want to leave you with, but thanks for giving us a try! To make light of your situation, we've gone ahead and issued you a $35.91 refund, so your recent order will be on us. You should see the 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've also shared your feedback with the rest of the team. Your feedback is taken very seriously here at IPSY, not only because your satisfaction is our main priority but also because it helps us grow and provide better customer service to our family of members.
  
  We hope this helps, *****! Let me know if you have any additional questions, and we'll do my best to help. 
  
  Warmly,
  Team IPSY

  Customer Answer

  Date: 07/18/2025

   
  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