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:01/27/2023

  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 been a customer of this company for over 2 year. I ordered their January because of a eye shadow palette I wanted box .When you get a box you get to pick 1 out of the 5 that you get. December 12 2022 was choice day and I got the palette. I do month to month so if I dont want what they offer or dont have the money. They start billing the last day of the month. I needed to change my card on file so i was charged the 3rd of JANUARY. They are required to notify you before they charge you if the dont have the item you chose in stock so I can accept or deny the box. They never did they just took my money without giving me a option. So it take till January 25th to receive my package. I open the box and its a bunch of expired old items that I did not order. No palette and nothing advertised that would be in the box. I contacted them about this and as usual they dont care they think if they give you a $12 COUPON CODE that its gonna make it right . First of all I paid $32.75 . $12 for $32.75 and they do this all the time . This company is a scamming company who bait and switch send you wrong items damaged items all the time. it switches items you order with random stuff and when you report the problem to them they blow you off and talk to you like there doing you a favor . This company like to bait and switch, Beware they will do the same to you. All I want is my money they took without permission.

  

  Business Response

  Date: 01/30/2023

  Hi *******,
  
  Thank you for bringing this to our attention through your complaint on the Better Business Bureau website. We cannot begin to stress how apologetic we are for the experience you had with us. Please know that we pride ourselves on creating a wonderful Charmer experience, and we would like to extend our sincerest apologies to you for the impression you have been left with.
  
  We see that this months box became unavailable due to high demand, and you were matched with a fan-favorite variation of the box that our personalization database determined was your best match. We do our best in these cases to send an equally amazing box that we think youll love, but we completely understand it wasnt what you were expecting.
  
  Its important to us that you feel excited about your boxes. As a one-time exception, we see that one of our team members already issued a refund of $32.75 USD for your box on January 29, 2023, and you should see the funds returned within **** days depending on your bank. Please keep this box on us - we hope you still enjoy it!
  
  As an active member, rest assured that youll be receiving the featured monthly box moving forward while inventory is available.
  
  If theres anything else we can help with, please reach out at any time and well be there. Thank you for being a member of BoxyCharm!

  Customer Answer

  Date: 02/02/2023

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

• Initial Complaint

  Date:01/27/2023

  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 tried several times in the last several months to cancel my subscription and when I open the email that is supposed to contain the confirmation link, it says that that email is no longer active and doesnt give me a link or any other option to contact them. This is extremely frustrating and seems a little dishonest and shady. Reading the reviews, it appears Im not the only one that has experienced this.

  

  Business Response

  Date: 01/30/2023

  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. Again, we apologize for your less-than-perfect experience. This was not our intention, and this is not the impression we'd like to leave with our valued Charmers!
  
  After reviewing your account, we see that you began the cancellation process, but it doesn't appear to have been finalized before subscription renewals began on the 1st of the month at 12 a.m. ET. To prevent accidental or unauthorized cancellations, we require that members confirm the cancellation of their subscriptions by clicking the link in an email that is sent as a final step of the cancellation process. Subscriptions must be fully canceled before the 1st of the month, 12 a.m. ET, to avoid being billed for that months box.
  
  We see that your membership was canceled on January 27, 2023, after membership billing was completed. Memberships must be canceled by 11:59 p.m. ET before the 1st of the month to avoid being billed for a new term.
  
  We'd be happy to make a one-time exception to our usual policy and offer you a full refund of $32.15 USD for your membership renewal. You should see the funds back in your account within **** days depending on your bank.
  
  Please enjoy your last Boxy on us, no return required!
  
  Thank you for giving BoxyCharm a try. We hope to see you again one day!

  Customer Answer

  Date: 02/02/2023

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

• Initial Complaint

  Date:01/23/2023

  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.

  Boxycharm has been unable to fill orders on so many occasions in the last 3 months. I order products and they take my payment immediately. Then if I'm lucky enough to get shipping notification, after weeks of no movement, I have to follow up (again and again) with them and they tell me it has been lost by their carrier. When they try to issue replacement - awww no more inventory, sorry! Today they skipped a step and sent me an email saying the items that I ordered are out of inventory. I placed that order within 10 minutes of the items being available online. I'm so upset - I really feel like Boxycharm doesn't care about their existing customers but are only interested in taking our money and not making sure we're happy. Buyer beware indeed!!

• Initial Complaint

  Date:01/20/2023

  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 ordered their black Friday special. However, delivery was never received. I followed up it then and service was pathetic so I requested a refund. They over sold a product they did not have capacity to deliver. I was told the refund was processed of 21 December 2022 and that it would be **** working days. It is now 20 January 2023, numerous email and still nothing. Further, I also notice when I subscribed deductions and refunds and deductions again are always processed. But they refund are always continuously short of a few cents. That's reminds me of a scam that happened a few years ago...

  

  Business Response

  Date: 01/20/2023

  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. Again, we apologize for your less-than-perfect experience. This was not our intention, and this is not the impression we'd like to leave with our valued Charmers!
  
  We checked our records and we can confirm that we already processed a $30.99 USD refund on your card ending in **** on December 21, 2022 for your Mega Drop Shop order #**********.
  
  Additionally, we are able to provide you with the Acquirer Reference Number (***), which is a unique number assigned to the transaction that will allow your bank to check the refund. In this case, we recommend that you provide your bank with the *** number below for further assistance with your refund.
  
  Refund amount: $30.99 USD
  *** number: 24492162356000022090693
  
  Furthermore, as a US-based company, we will always charge you in USD for your orders. Your bank will then convert the amount charged to CAD based on the exchange rate that is in effect that day.
  
  We don't have control over the exchange rate but can understand why you feel frustrated! The exchange rate from USD to CAD changes multiple times each day, so your payment amount will likely be different each month. For more information about the exchange rate, refund and how this process is carried out by your bank, we recommend contacting your bank directly.
  
  We hope this helps to clarify, but please let us know if you have any additional questions or concerns. Thank you for being a member of BoxyCharm!

  Customer Answer

  Date: 01/23/2023

   
  Complaint: 18867778
  
  I am rejecting this response because:

  The business has not done sufficient effort form their side to attempt to satisfy the issue.

  My bank has no record of the payment and therefore once again they want me to do all the work, when legally they over sold and under delivered. Once again the are absolving themselves of any responsibility.

  I refuse to continue to chase up funds that clearly have not been paid.

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

• Initial Complaint

  Date:01/18/2023

  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 placed the order on December 26th for the premium subscription where I would get six premium full size items and be able to choose two of those items I paid more for this subscription because I had the choice of two items with the total of six all together. I was also supposed to receive a free gift for signing up which I did not receive I never got the option to choose my two items for my premium box and I did reach out to customer service about the problem but it was ignored I did ask to speak to someone but that request was ignored three times I've sent over three emails trying to communicate with this company. To my surprise I was charged a few days later for ******* box which they did not give me a choice option either . I canceled the subscription. I reached out again about the estimated delivery I never received a tracking number from December 26th I just received two packages today ******* 17th. I did not get to choose any of the premium items as listed with the subscription also I did not receive my free gift. I communicated this also with the company and I was told I did receive the free gift for the December box which I did not because I only had a total of six items in that box not six items plus a free gift for signing up nor did I get to choose the two items I only signed up for one box and was charged for two received to after they claim the estimated shipping which was not given any time frame when you order I requested a refund none of these issues are being addressed I would just like a refund I would like to return the items or I could destroy them or donate them but I just need a refund of the $44.95 * 2 thank you.

  

  Business Response

  Date: 01/19/2023

  Hi *****,
  
  Thank you for bringing this to our attention through your complaint on the Better Business Bureau website. We cannot begin to stress how apologetic we are for the experience you had with us. Please know that we pride ourselves on creating a wonderful Charmer experience, and we would like to extend our sincerest apologies to you for the impression you have been left with.
  
  Choice is made available each month. Since the Charmer Benefits Calendar is available to see the specific dates for all upcoming Charmer Benefits, Choice notification emails may not be sent each month. Instead, the calendar is available at all times on the front page of www.boxycharm.com. The calendar is posted once dates are available and you must be logged in to your Active account to see the calendar.
  
  Opening times will be announced on the day of Choice on @boxycharm on Instagram Stories or ******** Stories. Check our Choice FAQs for more info about Choice.
  
  Furthermore, we have reviewed your account and can see that your account was created and billed on December 27, 2022, for your December Premium box. Then, you were billed on January 1, 2023, for your January Premium box. According to our billing cycle, you will be billed for your first box upon subscribing and your first box will be that month's box (unless our site is featuring a different box). Then, your next payment will automatically be scheduled for the 1st day of each following month, per your subscription term, moving forward. Boxes ship within 15 days from the date of purchase with a tracking email.
  
  Upon further investigation, we see that you have filed a dispute with your bank for your January Premium box. We wish we could offer you a refund but unfortunately, we are unable to ignore the dispute until it has been finalized. Please note that once a dispute has been submitted, our system will not physically allow us to make any adjustments to your account until the case is settled.
  
  We're also sorry to hear that you did not receive your free sign-up gift. It is our intention that you feel excited about everything you receive. As per our policy, all purchases are considered final at the time they are placed, and we are unable to offer refunds or exchanges. However, we'd be happy to make a one-time exception to our usual policy and offer you a full refund for your December Premium box.
  
  Weve issued you a refund of $44.50 USD, and the funds should be returned within about **** days depending on your bank. A refund confirmation email should be in your inbox momentarily. In the meantime, if you have any additional questions or concerns, please let us know and well be there to assist.
  
  We hope this was a small step in the right direction. If you have any additional questions or concerns, please reach out at any time and we'll be there.

  Customer Answer

  Date: 01/20/2023

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

• Initial Complaint

  Date:01/12/2023

  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.

  1/12/23 I placed two orders with boxy charm, one was in error. It was a duplicate purchase, I didn't realize I had already checked out and went to put more in my basket. The duplicate order was $127.46, the order I meant to place was $188.53. I noticed within seconds of placing the 2nd order what had happened. I immediately looked for a way to reach out to boxy charm. They have NO customer service, no email or phone to reach out to. I finally reached out to them on ********* When I found their ******** page, I was surprised to see that their advertising comments sections were kept blank, despite having many followers. ZERO comments. I then posted a comment advising of my issue, and advising I had been told their was no refunds, and what I was wanting wasnt' a refund, but a cancellation of an unprocessed error. I was told to "DM" them through a private message, and that they take this very seriously and would get this resolved. I did. I was told they would NOT process any cancellation, refund, or exchange. My comment on their post? Deleted. I have now been in touch with MANY users who have had the same experience. Boxy Charm INTENTIONALLY takes consumers money without providing any avenue for assistance. The last comment boxy charm made to me on ******** when I said they didn't have anyway to contact them? They referred me to "Boxybot". Yes, they referred me to a robot. I'm so mad I'm shaking. Please HELP the us little people!!

  

  Business Response

  Date: 01/13/2023

  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.
  
  First and foremost, we would like to extend to you our most sincere apologies for the way your interaction was handled and assure you were here to assist you. We honestly have no words to express how this situation makes us feel and we can only imagine the disappointment caused. Rest assured that your feedback is taken very seriously here at BoxyCharm, 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 *************************.
  
  As a fully online service, we don't offer a customer service phone number. Instead, we're available 24/7 by email, and we do our best to respond to all emails within 24 hours.
  
  In the meantime, per BoxyCharm policy, all orders are final once placed and can't be canceled or modified after that time.
  
  No worries though! As a one-time exception, weve issued you a full refund of $127.46 USD for this order. You shouldve received a refund confirmation email, and the funds should be back in your account within **** days depending on your bank.
  
  To make this up to you, were gifting you a $25 store credit that will allow you to purchase the perfect replacement item from The Boxy Shop, which includes the Mega Drop Shop while its open.
  
  $25 Coupon Code: CS012325APZC3YNRNJTE
  
  Your coupon code is valid toward one Shop transaction through February 12, 2023. Be sure to save your code until youre ready to shop, and apply it on the checkout page before submitting your order. And dont worry, any shipping costs will be waived as soon as your code is applied.
  
  Our stores are where we feature hundreds of amazing products and brands on a monthly basis at mega-low prices. To give you examples from previous stores, weve featured incredible brands like Smashbox, Hourglass, ********************* Beauty, Glow Recipe, MAC, *********************, and more at ******************. Youll be sure to find the perfect item!
  
  Again, we deeply apologize for any inconveniences caused! If you have any additional questions or concerns, please reach out at any time, and we'll be there. Thanks for being a member of BoxyCharm. ??

• Initial Complaint

  Date:01/12/2023

  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'm highly frustrated. I've been a member of Boxy Charm since March of 2018. I'm charged every month on the 1st . They are never late getting their money! But NEVER in a hurry to send what you pay for! My December 2022 box has still yet to be shipped or arrive.1) I was never contacted that my box was supposedly " LOST " . 2) I sent several e-mails without a response.3) I went to Instagram and made a comment on one of their post, and I was responded to by a " ROBOT" . Which told me that they were sorry, my box had been lost and they requested a replacement box. Said " ROBOT " also stated that I would be receiving my box in 5-7 days. 4) 12 days later, I sent yet another message through Instagram because I've still yet to receive a e-mail reply. Yet another "ROBOT" replies advising that they checked my profile and it seems there was a issue with the processing of replacement box and it may take up to 15 days or more for the box to ship! When I questioned them, they sent me a 12 coupon to use in the store! REALLY? 5) January 2023's box was paid for on the 1'st and I still haven't received tracking for that, which has been the norm for the past year! 6) I've tried over and over to get a human to communicate with instead of a automated system and no luck! You can't run a business, take peoples money and expect them not to be mad! The December box was going to be a Christmas gift for my sister as I was unable to shop due to having surgery for cancer! I've been with them for years and it's been declining for some time. I no longer receive emails for any updates what so ever. I've had to e-mail them more often than not to try and locate the products that I paid for! The boxes have been arriving later and later sometimes into the next month. You have a company that your customers can't even speak to someone, or get a timely response to an issue! How about being transparent with your customers?

  

  Business Response

  Date: 01/13/2023

  Hi Charmer,
  
  Boxy here! We hope you're doing great!
  
  Thank you for bringing this to our attention through your complaint on the Better Business Bureau website. We cannot begin to stress how apologetic we are for the experience you had with us. Please know that we pride ourselves on creating a wonderful Charmer experience, and we would like to extend our sincerest apologies to you for the impression you have been left with.
  
  As a fully online service, we don't offer a customer service phone number. Instead, we're available 24/7 by email, and we do our best to respond to all emails within 24 hours. We're very sorry if you feel our responses were robotic!
  
  No worries! We want to help, but we attempted to search for your account using the email address you reached out to us from and weren't able to locate one. We take your account security very seriously and kindly ask that you respond with all of the following information so that we may locate your account and assist you further:
  
  ?? The full name and email address that you used to subscribe
  ?? The shipping address currently on the subscription
  ?? The payment method on the account. If it's a credit or debit card, please provide the last 4 digits and the expiration date of the card currently on the subscription. If it's PayPal, please provide your PayPal email address registered with BoxyCharm.
  
  We look forward to hearing from you!

  Customer Answer

  Date: 01/13/2023

  *************************

  ( It was ***************************** prior to my marriage ) I messaged to have them change it in the system, but I'm unsure if they did.

  Address: ************************************************************ 32640

  Debit Card: 9664

  Exp 11/24

  Email: ***********************

  If they did not change it, it would be *************************
  

  

  Business Response

  Date: 01/17/2023

  Thanks for getting back to **, ******** ***.
  
  Upon checking our records, we also don't see any recent emails from you under your ************************** ************************ and ********************** emails. In this case, could you please send us a screenshot of the emails you recently sent to us regarding your missing Boxy?
  
  Moreover, we can see that your subscription is under your ************************* email address.
  
  We checked your account, and see your replacement order indeed hasn't been shipped out yet. We are so sorry if you have been impacted by these delays!
  
  Unfortunately, we did face unexpected challenges that have contributed to processing delays. We've added additional shifts to our operations and are currently working around the clock to fulfill all orders as a top priority. We sincerely apologize and understand the confusion and frustration. We are working diligently to get all packages back on track this month.
  
  In the meantime and to make up for the wait, weve issued you a full refund of $31.94 USD for your December box, and the funds should be returned within about **** days depending on your bank. A refund confirmation email should be in your inbox momentarily.
  
  You may still receive your December replacement box, and if you do, no need to return it. Please keep it, on us!
  
  As for your January box, we located the following tracking number for it and can see that it was reported as delivered on January 13, 2023.
  
  Tracking Number: ************************************************************************
  
  Sometimes, emails with your tracking information can be redirected to your SPAM/JUNK folder. Please mark **************************************** as a safe sender or add to your email address book to ensure that future tracking numbers go directly to your inbox every month.
  
  You can also check your order status and locate tracking numbers on the My Items page of your account.
  
  We hope this information was helpful. If you have any additional questions or concerns, please reach out at any time and well be there.

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 18727517
  
  I am rejecting this response because: I received this e-mail directly from boxy charm and I have responded to them. I've yet to get  a response.
  

  I've sent them a screen shot of the email sent to them. I only had the latest 12/30/22,  as I deleted the older ones due to phone storage.

   The verbiage " You may still get your box, and if so keep it on us "

  tells me that there is a possibility they are not going to send it to me. I've promised the boxy to my sister for Christmas due to not being

  able to shop for recovering from surgery for cancer. My sister is patiently awaiting the gift and she really wanted items in that months subscrition! I appreciate and accept the refund, due to the

  delay and horrible lack of communication on their part, as I feel it's fair. What is not fair is that they refuse to acknowledge my e-mails, they refuse to update me with " lost packages" and

  " Shipping Delays " or " Shipping " in general. They refuse to be transparent with their " Charmers " who are far from Charmed at this point!

  Then try to be untruthful about it, saying they are sorry I feel they sound robotic , when in fact they've gone on Instagram and admitted to using a " Boxy Bot " and it gets confused easily!

  The emails do not go to spam/junk folders.They simply just don't get sent! Likewise with them updating their website under " My Items " . The My Items usually gets updated the day my package is delivered.

  Furthermore, I've e-mailed they asking them to update my e-mail, stickily for sign in purposes due to the krevers and kgoad being linked so I receive emails for both. So this can't even be utilized as an excuse.

  It's almost February and still nothing! This is a problem! When they don't hesitate to take my money on the 1st of the month like clock work! I'm sorry to sound rude, but this is unacceptable!  Then I receive

  my January's box and they sent 2 lip glosses/balms that are " ORANGE and RED " . Seriously ? I would have given that box to my sister and just been done with it. But it was horrible! They are scraping the bottom of the barrel! But that neither here nor there! It's clear they have quit trying and I'm going to have to make a decision weather to cancel my subscription or not.  Which I've been with them since March of 2018, and steadily watched it go down hill.
  
  Sincerely,
  
  ********************************

  

  Business Response

  Date: 01/30/2023

  Hi ******** ***,
  
  Thanks so much for being so patient while we work diligently on your case. We're now following up on this!
  
  Please know that we've passed all your feedback to our assigned team so we can find a better resolution next time, and we can give you a Charming experience that would surely satisfy you, or every Charmer.
  
  As much as we want to process another replacement order for your December Boxy, we really have no inventory left. We're really sorry about this! However, rest assured that we've already issued you a full refund for this.
  
  We would also like to kindly remind you that when an order leaves our warehouse with the carrier, were no longer part of the process. The carrier takes full control over the shipment and determines how the delivery will be carried out. However, we will always replace an item/box/order when our inventory allows us to.
  
  As for your January Boxy, we're sorry again that we didn't meet your expectations! To ensure that our members are always able to discover new amazing products, normally, we won't ever intentionally send you the same product or shade twice if you already received it in a monthly or specialty box within 12 months. Your experience is very important to us, so we want to make this up to you by gifting you a $25 store credit that will allow you to purchase the perfect replacement item from The Boxy Shop, which includes the Drop Shop and Mega Drop Shop while they're open.
  
  $25 Coupon Code: CS012325ND7XH6M28W0R
  
  Your coupon code is valid toward one Shop transaction through March 12, 2023. Be sure to save your code until youre ready to shop, and apply it on the checkout page before submitting your order. And dont worry, any shipping costs will be waived as soon as your code is applied.
  
  Our stores are where we feature hundreds of amazing products and brands on a monthly basis at mega-low prices. To give you examples from previous stores, weve featured incredible brands like Smashbox, Hourglass, ********************* Beauty, Glow Recipe, MAC, *********************, and more at ******************. Youll be sure to find the perfect item!
  
  Moreover, we've updated your email on file from ************************* to ************************ You can now use that email to sign in to your account, using your same password.
  
  Lastly, to make up for all the trouble, weve deposited **** Charms into your account toward a product of your choosing from the Charm Room. The Charm Room is regularly stocked with more amazing options to redeem your Charms with, and we hope you find something you love.
  
  If we can help with any other questions or concerns, please reach out at any time!

• Initial Complaint

  Date:01/09/2023

  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.

  Three times over the past four months I have attempted to cancel my base box subscription. I follow all of the prompts repeatedly clicking boxes where I confirm that yes, I really want to cancel. There are several. Then it tells me that for the cancellation to be final, they will send me an email and I will need to click a link in the email. THEY NEVER SEND THE ****** Ive checked my email, the junk folder and they never ever send anything and continue to charge me my monthly fee. Ive talked also with their automated help chat to no avail. Im so angry.

  

  Business Response

  Date: 01/10/2023

  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. Again, we apologize for your less-than-perfect experience. This was not our intention, and this is not the impression we'd like to leave with our valued Charmers!
  
  After reviewing your account, we see that you began the cancellation process, but it doesn't appear to have been finalized before subscription renewals began on the 1st of the month at 12 a.m. ET. To prevent accidental or unauthorized cancellations, we require that members confirm the cancellation of their subscriptions by clicking the link in an email that is sent as a final step of the cancellation process. If you dont see it in your inbox, our members are usually able to locate the email in their Junk or Promotional folders. We recommend checking these two folders, as well as any other folders that your inbox mightve rerouted the email to. The email will be called, Open to Complete Your Cancellation.
  
  Subscriptions must be fully canceled before the 1st of the month, 12 a.m. ET, to avoid being billed for that months box.
  
  We'd be happy to make a one-time exception to our usual policy and offer you a full refund for your January renewal. You should see the funds back in your account within **** days depending on your bank.
  
  Please enjoy your last Boxy on us, no return required!
  
  Since your subscription was still Active and set to renew another term, weve gone ahead and canceled your membership to prevent future subscription renewals.
  
  Thank you for giving BoxyCharm a try. We hope to see you again one day!

  Customer Answer

  Date: 01/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  THANK YOU!!
  
  
  ***************************

• Initial Complaint

  Date:01/07/2023

  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 subscribed to Boxycharm Subcription boxes in July of 2017. The last 3 months Ive had continued issues with shipping and customer service. The month of December more specifically the 1st of December, 2022, Boxycharm withdrew $65.85 from my bank account for the Boxyluxe box for the month of December per my subscription with them. It is now January 7, 2023 and Ive yet to receive the box which I paid for. Ive been emailing back and forth with their customer service since December 20th, 2022. Ive been promised that they are doing everything to resolve this issue and a new box will be issued. I received an email stating the reissued a box but its still sitting in my account with no shipping information. *** reached out again and again asking for updates and get the same response. They are doing everything they can to ensure I receive the box. *** continuously asked for a refund. Ive cancelled my subscription with them completely because of their lack of customer support and resolving issues. *** reached out asking if this needed to be taken legal due to their company not upholding their end of the contract of sending product in which I paid for.

  

  Business Response

  Date: 01/09/2023

  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 cannot begin to stress how apologetic we are for the experience you had with us. Please know that we pride ourselves on creating a wonderful Charmer experience, and we would like to extend our sincerest apologies to you for the impression you have been left with.
  
  We reviewed your account, and we can see that your Winter Luxe box was lost in transit and your tracking information was last updated on December 6, 2022. Please do accept our sincerest apologies for any inconvenience caused.
  
  Furthermore, we see that one of our team members has already requested a replacement box for you on December 21, 2022. We took a careful look at your order and see that there was a delay in the processing of your replacement box, but we want to assure you that it should be on its way very soon.
  
  It's really important to us that you receive your Boxys in a timely manner and we understand your frustration. To make this up to you, one of our team members has issued a refund for your Winter Luxe box amounting to $65.85 USD on January 8, 2023. You should see the funds reflected within **** days depending on your bank.
  
  We understand if you wish to part ways with us and we can confirm that you have successfully cancelled your subscription. You will no longer be billed for future orders unless you rejoin.
  
  We hope this was a small step in the right direction. Thank you again for reaching out to us. We hope to see you again one day!

  Customer Answer

  Date: 01/10/2023

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

• Initial Complaint

  Date:01/06/2023

  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'm sorry I know you guys have much better things to tend to, and I am being such a ***** right now but I'm genuinely upset. This is my second complaint and I haven't found any help to resolve my problem... I did received an email from the company but it was a dupe email because when I replied it was returned in error. Also when you call their "customer service number" the message says to go through their website/bot which doesn't work! This is a subscription service. You pay for the box once a month and it gives you access to a discount product shop. The payment for the box and access is taken the first of the month and the box is sent out around the middle of the month and it is received before the end of the month. December I never received my monthly box and several items were never received regarding shop orders placed. Total of 5 items I want refunds for and the box I never received. This has been an ongoing issue. There is no way straight-forward way to request a refund. You can go through their bot and request an email from customer service. This does not resolve the problem, it is basically a formality and gives you the run around.This is regarding less than $*** probably. I just want my money back and to not feel taken advantage of. (I also think I should not pay for a **************** and not receive it in December, that is not how the general public believes these subscription services work.) My problems have been with the following order:December 2022 Box Order#********** never received.Order #********** Missing Elemis Foot Cream, Missing Concealer Shade #*** Order #********** Missing Wrinkle Serum Order #********** Missing Hand Serum 1 of 2 Order #********** Never received i am sorry to waste BBB's time over a minimal amount of money but it is the principal. I can only imagine how many other people have been having issues. A lot of their products come damaged or are defective and it is really a service proving to not be worth anyone's trouble

  

  Business Response

  Date: 01/07/2023

  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 cannot begin to stress how apologetic we are for the experience you had with us. Please know that we pride ourselves on creating a wonderful Charmer experience, and we would like to extend our sincerest apologies to you for the impression you have been left with.
  
  As a fully online service, we don't offer a customer service phone number. Instead, we're available 24/7 by email, and we do our best to respond to all emails within 24 hours. We're here for you!
  
  Our goal is to continuously improve your experience, and we understand how important it is to get support when you need it. BoxyBot was designed to provide immediate answers and support to you during your BoxyCharm subscription, but BoxyBot is still learning. Its important to us that you can easily reach us, and if BoxyBot cant understand you after three tries, shell automatically proceed to open a ticket for you so that a member of our team can assist you further. You can also say Contact Support at any time to open a ticket.
  
  In the meantime, we can assure you that all of our products are purchased directly from the Brand(s) themselves without defect and stored properly until they are packaged into your box.
  
  Unfortunately, once your box leaves our facilities, we don't have any control over what your box encounters during the shipping process. We try our best to package strategically to avoid damaged items, but some product packaging can withstand the turbulence of shipping better than others. But don't you worry, we will always do everything possible to offer you a replacement for any damaged item that you receive!
  
  Moreover, we reviewed your account and can see that your December box payment was successfully processed on December 12, 2022. Your box will always ship within 15 days from the date your payment is received, and your tracking information will be sent via email once your box has shipped.
  
  We can confirm that your December box is on its way to you and will be at your doorstep very soon! Tracking: ************************************************************************
  
  In addition, we try our best to send replacements for your missing items, but were currently out of stock. To make this up to you, weve issued you a full refund for the Item Beauty by ********************* Air Hug Concealer 100, VITABRID C12 - Wrinkle Serum, and one Serumkind ************************* You shouldve received a refund confirmation email, and the funds should be back in your account within **** days depending on your bank. As a kind reminder, we already refunded your missing Elemis Treat Your Feet Foot Cream on December 20, 2022.
  
  We understand you were looking forward to receiving all your items, and we want to assure you that wed replace your order if we could. This experience is far from the norm, and we hope to have the opportunity to Charm you with a future store order very soon. Thank you so much for your understanding.
  
  As for your Drop Shop order #**********, we see that you purchased this on December 20, 2022, and it is currently processing. It should be on its way very soon. You'll receive a tracking email as soon as your order is ready to Charm you.
  
  Drop Shop orders ship through the following month from when the store is featured (for example, orders placed in January ship through February). Rest assured that you'll receive another separate tracking email as soon as your order is ready to Charm you.
  
  To make this up to you, weve issued you a refund of $28.55 for this order, and the funds should be returned within about **** days depending on your bank. Please the keep the items on us!
  
  We hope this was helpful and are glad you reached out! If you have any additional questions or concerns, please reach out at any time and well be there.
  
  Take care,

  Your Boxy Team