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: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,
  
  ***** ******

• Initial Complaint

  Date:05/21/2025

  Type:Customer Service 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 been a loyal subscriber to a Ipsy for several years, receiving monthly product deliveries. I also frequently took part in adding on items each month. However, for the past two months, I have experienced repeated delivery failures due to the company's choice of *** Logistix as their delivery service. The delivery service has been unable to deliver within my gated community, despite my providing the necessary gate information to ACL multiple times. On each occasion, *** has acknowledged receiving the gate details and has confirmed that the driver was informed. Additionally, the company has documented failed delivery attempts even when the gates are left open for school traffic, which should have facilitated entry. I have reported these ongoing issues to Ipsy, but despite my efforts to resolve the problem, they have failed to take any meaningful action to ensure future deliveries. I requested my items to be mailed via a more trusted service such as *********** or ***** but Ipsy declined. I have been left without responses from Ipsy after asking how I can be assured my package is being redelivered with the items I originally chose. Ipsy requests I wait unitl June 3 (a new subscription month) to request a redelivery. However, when this occurred last month, I lost the ability to receive my chosen items and the add on items as they have limited supply. The choice of product and add on opportunity is the perk of the membership I have. As a long-standing customer, I am frustrated by the lack of support and assistance from the company and its chosen logistics partner, and I am seeking a resolution to this matter.

  Customer Answer

  Date: 05/21/2025

  I have included the last email from Ipsy stating I would hear from someone within 24 hours that has still gone unanswered. 

  

  Business Response

  Date: 05/22/2025

  Hi *******,
  
  Thank you for bringing your complaint to our attention through the Better Business Bureau regarding the shipping issues you experienced for two consecutive months with ACI Logistix.

  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.
  
  Your membership experience is our top priority, *******, so when selecting our shipping partners, we take both delivery time and customer satisfaction into account. 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 can't guarantee that your future orders wont be shipped via ACI Logistix, as our system currently doesnt support manually selecting a specific shipping courier, please know that your feedback means the world to us, and weve made sure our management team is fully informed about the challenges youve faced lately. Well be using your valuable feedback to make our service even better in the future, so thank you!
  
  *******, as a way to make it right and express our appreciation for your support since 2019, we've added one free credit to your account. Your upcoming June BoxyCharm will be on us! With your free credit, it'll be applied automatically towards next month's box, and you'll definitely have the opportunity to build your box and pick 3 items.
  
  We know that the free credit 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!
  
  Please know that we care for you, and we want everything to be addressed, please feel free to reach out anytime, and well always help in any way we can. Have a wonderful rest of your day!
  
  Warmly,
  Team IPSY

  Customer Answer

  Date: 06/03/2025

   
  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:05/15/2025

  Type:Customer Service 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 recently tried to sign up with Ipsy for one of their cosmetic subscriptions. At that time I was informed that there was already an account under my email. Apparently quite a while back I had started to order a subscription and never completed it.. at any rate I went through the motions of recovering my password to login and I was going to update the information for cosmetics so I could go ahead and start a subscription. Next thing I knew I got a message that my account had been blocked for security reasons. So I went to the Help page as instructed and was told that someone would reach out to me via email. Well, nobody did. I cannot access my account. I cannot change my preferences. I cannot even consider ordering a subscription because I cant even get intothe account. I think this site is a scam and I am just glad that they do not have my financial information. If this is not a scam, I hope they fix the site soon.

  

  Business Response

  Date: 05/21/2025

  Hi ****,
  

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

  We understand how frustrating and disappointing it must be to run into so many issues while simply trying to sign up for a subscription. We can assure you that we're not a scam. Your trust and time are valuable, so we're here to address your concerns!
  
  As you may already know, you already have an IPSY account associated with your email address, but you haven't signed up for an IPSY membership yet. Please be advised that your account is currently locked for security reasons.
  
  We work to provide the best and most secure experience to all of our members. We use sophisticated security systems to notify you if we detect unusual attempted login activity in your account.
  
  To regain access to your IPSY account, please use the Forget Password? option on the login screen of ************************, or go directly to this link: ***************************************************. When copying and pasting, be sure to remove any spaces before or after the email address and password. This small, additional step will go a long way in ensuring you a safe online shopping experience.
  
  If for some reason you're still unable to access your account after that, don't worry! Just let me know, and I'd be happy to further assist you. 
  
  If you're able to log in to your account, you can update your Beauty Quiz anytime to keep your beauty picks aligned with your current preferences. Heres how:
  
  Quick Update:
  - Scroll below your featured products for the month.
  - Click Update Profile to instantly access your Beauty Quiz.
  
  Full Profile Edit:
  - Go to Account.
  - Select Edit Account Settings.
  - Click Update Beauty Preferences to refine your selections.
  
  Keep in mind that while we do our best to match your preferences, we cant guarantee full exclusion of items marked as "Rarely."
  
  Thanks for being patient, ****! We are here to assist you and ensure that you have a seamless experience with our service.

   

  Yours truly,

  Team IPSY

• Initial Complaint

  Date:05/12/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged $36.71 through ****** 4/30/25 for a monthly subscription. I received only 3 items, not the 5 items that are part of the subscription. I reached out to customer service via email & online, no response to find out how to return the 3 items they sent and be refunded.

  

  Business Response

  Date: 05/20/2025

  Hello *******,
  
  This is Rosewell from IPSY Care! We're following up on your complaint via BBB. We completely understand how you're feeling, and we're truly sorry to hear your May BoxyCharm arrived incomplete! Please know our team works hard to prevent these kinds of mistakes, and were committed to making things right and improving your future experiences. Rest assured that we're here to make light of your situation.
  
  To begin with, for your reference, the most effective ways to reach us at the moment are through email on our help site at *****************************, ******** Messenger by visiting this link: *****************************, or ******* DM @IPSYCare. We're dedicated to responding to our members within 24 hours.
  
  After a thorough review of your account, it seems that my colleagues successfully assisted you. We're happy to confirm that we've successfully issued a replacement order for two of your missing items, and it's already marked as delivered! If for some reason it hasn't arrived yet, don't worry, just reply letting us know and we'll take care of it.
  
  Check the tracking info here: ******************************************************************************************************
  
  Additionally, we've looked over your tracking info for your IPSY Shop order, and it appears there hasnt been any movement, so its likely that the package got lost in transit. Therefore, we've also processed a replacement order to be shipped to your current address, and it's already on its way to you!
  
  Check the tracking info here: ******************************************************************************************************
  
  I want to make light of this situation. To brighten your day and show our appreciation, Ive added a $25 coupon to your account. Your coupon code is valid for one transaction in our IPSY Shop through June 19th excluding Add-Ons. Happy shoppingyou deserve a little treat! ??
  
  Here's the coupon code: CSMGMAX0YI2E
  
  We have so many amazing deals for you to enjoy, with discounts of at least 30% off! ?? Im sure youll find something you absolutely love. You can check out all the fantastic offers in the IPSY Shop here: *****************************************.
  
  Lastly, we truly appreciate honest feedback, and we'll make sure to pass this on to 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.
   
  If theres anything else you need or if theres any way we can make your experience even better, please dont hesitate to reach outwe're always here to help! ??
  
  All the best,
  Team IPSY

• Initial Complaint

  Date:05/06/2025

  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.

  Ipsy really treats customers poorly. I was charged for a bag and now they are sending me completely different items than first revealed due to a glitch. This happened to a LOT of people in May such that they sent out a generic email basically saying 'We screwed up but your stuck with something different sorry.'Their website is riddled with glitches, their customer service uses nonsensical template responses whereby it's like pulling teeth to resolve any of the frequent issues. One of the worst beauty box companies I have dealt with. I just want my money back instead of being sent something I don't want.

  

  Business Response

  Date: 05/10/2025

  Hi *****, 
  
  Thanks for reaching out about your complaint in Better Business Bureau website. 
  
  We want to sincerely apologize for the confusion around your May Glam Bag, and that our responses came off impersonal. Due to a glitch on our site, some members, including you, were shown incorrect product selections. We know how frustrating it is to be excited about specific items, only to have that change without warning.
  
  While these items were still thoughtfully selected by our beauty experts based on your profile, we understand they may not be what you were expecting or hoping for. Although we don't issue refunds, the last thing we'd ever want for you is to feel dissatisfied with the experience you had with IPSY. 
  
  Dont worry; heres what I can do for you to make this right!
  
  ???Weve added a $25 coupon to your account. Your coupon code is CSMGMAINMP2Z and it's valid for one transaction in our IPSY Shop through June 9th, excluding Add-Ons.
  
  Here's how it works: If you select 3 items and their total is $25, you can use the coupon to get all 3 items for free. However, if you select items totaling more than $25, the coupon will cover up to $25, and you would need to pay the remaining amount. (The exact amount of products you can buy will, of course, depend on the price of the items you choose.)
  
  Please keep in mind that this coupon can't be applied towards shipping costs for orders sent to ******, which is USD $5 per order to cover broker and entry fees. Due to fluctuating exchange rates, the final price you see may vary slightly once exchanged to CAD. Thank you so much for understanding.
  
  We know that the $25 coupon wont fully fix things, but we really hope this helps ease your worries and makes your experience better. Above all, we hope it brings you some happiness!???
  
  Please know that we care for you, and we want everything to be addressed, please feel free to reply to this thread so you can reach me directly, and we'll always help in any way we can.
  
  Have a wonderful rest of your day!???
  
  Warmly,
  Team IPSY 

  Customer Answer

  Date: 05/21/2025

   
  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:04/18/2025

  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 ordered the monthly BoxyCharm subsciption. I also ordered two add-on products. One of the items arrived damaged and not usable. The second item was missing from my order. I did receive a full refund for the damaged item since it was unavailable. I was sent an "accommodation" order of the missing item on 03/20/25. I still have not received the item. Tracking shows it is in another city and no movement for over two weeks. Ipsy says to contact them after 15 days. They will not offer any solutions and only state that it is still on it's way. It has been 29 days. I prefer a refund at this point, but have asked for both refund or repacement and they refuse. I have contacted three customer service **** and they will not help.

  

  Business Response

  Date: 04/18/2025

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

  We truly appreciate your patience and we apologize for the frustration and inconvenience you've been experiencing! We can only imagine how disappointing it must be to have your replacement item stuck in transit for so longespecially after the trouble with your original order. Your experience matters to us, and we're here to help! 
  
  Please know that delays like this are not common. We work with trusted shipping partners to make sure our packages arrive on time, and most of them do. What youre going through is not the kind of experience we want for our members. Were truly sorry that your replacement which was meant to fix a mistake has caused even more inconvenience.

  Our records show that we already processed a $3.79 refund on April 18th and the funds have been released on our end. The amount of time it takes for your funds to be returned to you depends on your bank. I suggest that you reach out to your bank for more information.
  
  Dont worry; heres what we can do for you to make this right! 
  
  Weve added a $25 coupon to your account. Your coupon code is CSMGM9N41R70 and it's valid for one transaction in our IPSY Shop through May 18th, excluding Add-Ons.
  
  We take our members' feedback seriously, and we've ensured that our management team is aware of the issues you've encountered recently. We're laser-focused on delighting our members, and we'll use your feedback to improve on our service moving forward. 
  
  Were here to make sure you feel supported, and we appreciate you being part of the IPSY community. Please feel free to reach out via our help site at ***************************** or social media channels if you have any other concerns, and we'll always help in any way we can.
  
  Warmly,
  Team IPSY 
  

  Customer Answer

  Date: 04/21/2025

   
  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:04/03/2025

  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.

  This week, I discovered that Ive been charged by a company called Ipsy for over six months. After looking it up, I learned its a makeup subscription servicewhich immediately raised a red flag, as Im a man who has never worn makeup. My wife owns just three makeup products, all of which shes had for over three years and rarely uses.Naturally, I suspected fraudand I was right. After contacting Ipsy via email, a representative confirmed that the products were being shipped to someone in *****, *******. I have never met this person in my life. I dont live in ********* fact, Im all the way up in Upstate ******** and have never lived in or even visited ********Despite clear evidence that these charges were fraudulent and unauthorized, the representative only offered to refund two months worth of charges. That is completely unacceptable. I will continue my bank claim until I receive a full refund for every single cent that was stolen from me. It is a disgusting business practice to think that keeping stolen money will somehow encourage customer loyalty. all it makes me want to do is one everybody to stay away from your company.

  

  Business Response

  Date: 04/17/2025

  Hi Lishai,
  
  Thank you for bringing this to our attention through your complaint on the Better Business Bureau. We completely understand your concerns about the unauthorized charges, and we understand how you feel. Your experience and peace of mind are so important to us, and we're here to get this taken care of as soon as possible.
  
  After a thorough review of our records, we noticed that we sent you an email regarding this issue on April 4th. We're happy to confirm that we've issued an additional refund of $109.11 back to your account. In this case, weve fully refunded a total of $218.22, covering six months worth of shipments. As always, you should see your funds returned to your original payment method in 5-7 business days. For more information regarding your refunds, we highly suggest you contact your bank for further assistance.
  
  Additionally, weve successfully removed your payment information from our system to help ensure no unauthorized charges happen moving forward. We appreciate your patience and understanding!
  
  We hope this clears everything up for you, Lishai! If there's anything else you need, dont hesitate to reach outwe're always here for you. Take care and have a wonderful day!
  
  Respectfully,
  Team IPSY

• Initial Complaint

  Date:04/01/2025

  Type:Delivery 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.

  Deceptive billing practices. NO warning that an order is resuming/going through to give the option to edit/pause/etc. Extremely deceiving and **************** just laughs. Difficult to cancel, as well.

  Customer Answer

  Date: 04/01/2025

  The company has already followed up with a refund, so I would like to close that part of my complaint.

• Initial Complaint

  Date:03/26/2025

  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.

  Since 4/3/23, every single month, I have been being charged by IPSY even though I never signed up, never received a package. I have contact IPSY support on their website multiple times, the "glambot" says they will have someone reach out but no one ever does. Today I messaged them on ******** and the lady quit responding. I don't have an account with them and they have no phone number to call. This is going to be taken out again in April and that will be TWO YEARS of being charged over $30!!! Please help me.

  

  Business Response

  Date: 03/30/2025

  Hi ******,
  
  Thank you for bringing this to our attention through your complaint on the Better Business Bureau website and for giving us this opportunity to assist you.
  
  ******, we understand how concerned you were about these charges on your card that you're unfamiliar with. We want you to know that we're on your side, and We would feel the exact same way!
  
  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 *****************************.
  2. Our direct email **************************************************** and *******************************************************************************************)
  3. Our social media channels ********* Messenger by visiting this link: ***************************** and ******* 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.
  
  ******, to help you further, could you please provide me with the following information?
  
  - What type of card was charged ****** MC, AMEX, etc.)
  - Which issuing bank?
  - Your current full shipping address
  
  That way, we can better understand and provide you with the right support!
  
  Thanks so much, ******, and we're looking forward to helping you out!
  
  Warmly,
  Team IPSY

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23120053
  
  I am rejecting this response because:

  I have contacted the glambot and spoke to someone on ******** messenger, I have sent them all the information asked for and more and zero resolution. I have repeatedly asked for someone to call me and you refuse.
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 04/21/2025

  Hi ******,
  
  We appreciate you following up through the BBB website, and we completely understand where you're coming from.
  
  We've sent a separate email on March 30th, and the conversation was lasted on April 8th.
  
  ******, using the details you provided on March 30th, weve identified an account that appears to match your information. While your name, city, state, and ZIP code match the account we found, the street address doesn't. This likely explains why you havent received any shipments.
  
  Weve canceled the associated account to prevent future charges and have issued refunds for the past 10 months on April 6 and April 8, as follows:
  
  $34.49 - November
  $34.49 - December
  $36.65 - January
  $36.65 - February
  $36.65  - March
  $36.65 - April
  $34.49  - October
  $34.49 - September
  $34.49 - August
  $34.49 - July
  
  You can expect the funds to be returned to your card within 57 business days of the refund being processed.
  
  We know this is not the full resolution you were expecting, ******, and please know that we hear you loud and clear. We removed your card details from both the account in question and our system to prevent any future unauthorized charges.
  
  We highly suggest reaching out to your financial institution for assistance with the remaining unrefunded charges.
  
  Thanks for your understanding, ******.
  
  Warmly,
  Team IPSY