Complaints
This profile includes complaints for IPSY's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 556 total complaints in the last 3 years.
- 74 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/04/2023
Type: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.
Attempts have been made to cancel service for *********************** *********************************************************. We continue to get merchandise and have charges applied to our credit card.
Business Response
Date: 01/04/2023
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 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!Initial Complaint
Date:01/04/2023
Type: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 emailed 12/20/22 about tracking, which they NEVER send.I got a response that day saying that the **** said it was undeliverable and of course sent me tracking. I rushed to my **** only to find out they sent the box BACK the day before.She then shows a label with NO ADDRESS! I again wrote customer service who wrote back next day and said after an "investigation" they realized that they messed up and ordered another box on the 21st.And got told tracking will be available in a couple days.(we already know how that goes)! And today it's still there!The last time C.S. responded was on the 30th and the response goes like this.Your request (********) has been updated. ***************** Support)Dec 30, 2022, 10:22 PM PST Hello ****,Thanks for reaching out! We understand your concern. We took a careful look at your account and see that there was a delay in the processing of your Winter Luxe box replacement, but we want to assure you that it should be on its way very soon. Youll receive a tracking email as soon as it ships. Please keep an eye on your Spam/Junk folders, just in case.We would also like to remind you that all purchases are considered final at the time they are placed, and we are unable to offer refunds or exchanges. Thank you for your understanding. However, if you experienced any hiccups with your order, please let us know and we'll do our best to assist you.We know youre looking forward to your box, and we really appreciate your patience.Please reach out if you have any additional questions and well be there. Thank you for being a Charmer! Delay with my Boxyluxe replacement? It been 2 weeks since it was ordered.I never seen the first box. I'm an 8 year sub,kept broken things!THEY NEVER OFFERED ANYTHING FOR THIS, NOT 1 THING, AND AS OF RIGHT NOW, ITS NOT SHIPPED! C.S. doesn't care, if they have a pulse. They say "We always make it right".No, you don't. So now I wait, just another person with a bank account, no Luxe, same lame answers (see above)!Business Response
Date: 01/04/2023
Hi ****,
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.
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, weve issued you a full refund of $66.94 USD for your Winter Luxe 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'll still receive your Winter Luxe box, so once it arrives, please keep it, on us!
Should you have any further questions or concerns, please feel free to contact us. Hope you have a Charming week!Customer Answer
Date: 01/06/2023
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:01/03/2023
Type: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.
Hello, I unsubscribed from Boxy Charm over a year ago after bying a subscription for 1 year ending December 2022. I notice that my subscription was active in October and did cancel again and was told after answering questions that they would send me an email for cancellation and to open it to finalise cancellation. I did receive the email but never got the confirmation of cancellation. On January 1st of this year was charged through paypal for another year of subscription. So again tried to send an email at the adress given info@.... but received an email telling me that they did not read those emails anymore and to make sure to go in your account to make any changes or to cancel. Which I did to no avail, my account stayed active, received 4 emails that asked me to open the email to confirm cancellation. Again no confirmation and account still active. Today, tried again and this time it did work, but I still want to be refunded for this last subscription since it was cancelled 11 months ago and then again in October...Business Response
Date: 01/04/2023
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!
Having reviewed your account, we can see that the subscription was renewed for an additional term due to the cancellation taking place after the renewal occurred. Since we're an automated subscription service, subscriptions must be canceled prior to the 1st of the renewal month to prevent an unwanted renewal.
If you dont see the cancellation email 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.
In this case, we'd be happy to make a one-time exception to our usual policy and offer you a full refund of $369.99 USD for your membership 12-month annual Base subscription. 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: 01/05/2023
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:12/30/2022
Type: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.
On 3 separate occasions I have ordered specific products from Boxycharm only to wait over 30 days and not receive the items. It is after fervently complaining that the company then apologizes and refunds me my money. This is not an acceptable solution as I wanted the product which is mysteriously no longer in stock and after having my money for an exceptional amount of time I am only refunded after I complain. This time I waited for a Christmas present which I never received. I am NOT ok with this company taking my money for any amount of time and not giving me my product. My bank pays me interest for money that I have in my accounts and they took said money and held it in their accounts where they also got interest or some other benefit. 3 times this has happened and I will not stand for it. The only acceptable solution is for Boxycharm to give me like products at no charge to me. I am not a bank and I do not loan money to companies like this for free. This company is notorious for doing this and there is no compensation on my end so that tells me that they are profiting from my money that I inadvertently loaned them.Business Response
Date: 01/03/2023
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 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're here to help.
We understand why you feel disappointed and frustrated. We try to always offer replacements as long as we have them in stock and usually dont issue refunds on shipped items. The only time we have to make an exception and issue a refund is if we run out of inventory of an item we cant restock. We hope you can understand.
Furthermore, we wish we could send out free products but unfortunately, we are unable to do so. Since our stores are separate events, the allotted inventory for our stores is separately accounted for. Here in Boxy Support, we are provided with inventory for replacements to help Charmers like you when order issues occur. Please rest assured that we will always replace an item when our inventory allows us to.
To make this up to you, were gifting you a $25 store credit that will allow you to purchase the perfect item from The Boxy Shop, which includes the Drop Shop while its open. No worries, inactive Charmers are still able to participate in our Store events.
$25 Coupon Code: CS012325WITE9NFH9TF8
Your coupon code is valid toward one Shop transaction through February 1, 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!
We appreciate you for taking the time to let us know about this and we are committed to improving our standards and processes to get the best resolution and timely responses to all our Charmers. We have passed your feedback to the team to help us improve your experience, since it is our motivation to provide a Charming experience and to ensure this does not happen again.
We hope this was a small step in the right direction. Thank you again for reaching out to us. If we can help with anything further, please reach out at any time and well be there.Initial Complaint
Date:12/26/2022
Type: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 company is an absolute joke. They are taking hundreds and hundreds of dollars from my mother. She has tried to cancel the subscription following all of their methods to no success. They are stealing money from people. DO NOT SIGN UP!Business Response
Date: 12/28/2022
Hi ****!
Boxy here! 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 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're here to help.
We see that ***** began the cancellation process, but it doesn't appear to have been finalized. To prevent accidental or unauthorized cancellations, members are now required to confirm their subscription cancellation by clicking the link in their email.
If she doesnt see it in her 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 her inbox mightve rerouted the email to. The email will be called, Open to Complete Your Cancellation.
Don't worry! We reviewed *****'s account, and we already finalized her cancellation on December 27, 2022. She will no longer be billed for future orders, unless she rejoins. In addition, we have refunded her Winter Luxe box this month, so she can keep her last box on us.
We hope this information 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.
Best,Your Boxy Team
Initial Complaint
Date:12/22/2022
Type: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 is a subscription service in which I havent received what I subscribed to. They charge first of month but its almost end of month and it hasnt shipped or been delivered. There is no point of contact aside from a bot. Additionally I purchased individual items from shopwhich turned out to be out of stock and there is no one to contact about refunding me. One item they noticed on their own but I was refunded only $4 it cost $10 and it being out of stock is their fault why am I punished? I know chump change but thats not the point.One item I ordered shade 100 I got shade 320 because it was only shade they had left. To them it was sufficient to me its false advertising. No refund no one to contact. The big issue is having no one to contact if you get lets say moldy makeup youre stuck with it, no refund damages? I am missing several items I ordered this month and I want my money refunded. I want a point of contact not a bot. This has been happening for over a year and I have had enough.Business Response
Date: 12/28/2022
Hi Charmer!
Boxy here! Thank you for bringing your concern 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.
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. We really thank you for your understanding while we work to enhance the BoxyBot experience.
In the meantime, 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.
Looking forward to resolving this for you.
Best,Your Boxy Team
Initial Complaint
Date:12/21/2022
Type: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 sent damaged product and requested a replacement, which they sent, but it was far more damaged than the first. I reached out and got a reply that they were busy and would respond when they were able to - that was 1 month ago and I have not gotten help. Another replacement or partial refund for unusable product would have been a nice resolution but I have since unsubscribed and maybe that is why I am no longer worth their time and energy.Business Response
Date: 12/22/2022
Hi Charmer!
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 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 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.
Looking forward to resolving this for you.
Best,Your Boxy Team
Customer Answer
Date: 12/27/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************Initial Complaint
Date:12/20/2022
Type: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.
This is an ongoing issue with Boxycharm. Their policy says orders will be shipped within ***** days after payment, it is now December 20, 2022 and I still have yet to receive, at the very least, a tracking number for my package. This has occurred several months in a row, and once I was charged the second months payment before the previous months package arrived. There is no customer service outside of email and that seems mostly automated now. This, to me, seems to be a predatory business practice and does not provide any confidence in the reliability of the company. I just want to be informed about my shipments after you receive your payment . Boxycharm acts nonchalantly in regards to delivering on their part of the transaction, consistently and provides us no recourse for correcting the issue. Boxycharm won't even put out a forward facing customer service program for customers to voice their frustrations, that makes your customer base feel so unappreciated.Business Response
Date: 12/22/2022
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!
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.
Our priority is to ship your boxes as soon as possible. While we're experiencing a slight shipping delay right now, we want to assure you that your box will be on its way and at your doorstep very soon.
Your tracking number is now available and should begin updating shortly: https://pitneybowes.shipment.co/track/4202607092612927005686000018533227
To make up for the inconvenience, were 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 while its open.
$25 Coupon Code: CS122225HYMYC7ZG3VR6
Your coupon code is valid toward one Shop transaction through January 21, 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 unbelievable deals. Youll be sure to find the perfect item!
We've passed your feedback along to our shipping team to help them evaluate our current partnership. We're working hard to ensure quick delivery for all of our members, and we appreciate your feedback.
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. ??Customer Answer
Date: 12/27/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************Initial Complaint
Date:12/19/2022
Type: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 purchased multiple items from BoxyCharm including 2 candles. The package arrived on 11/22/2022 4:40pm (PST) with both candles poorly wrapped in one layer of bubble wrap, in a large box with no additional padding. Due to the improper packaging both candles arrived entirely smashed with glass shards all over the box and other items. I immediately contacted the company on the above date to notify them. Their policy requires proof of the shipping label with your items next to it. Without it they will not solve your issue. This of course posed a hazard to me but I obliged nonetheless resulting in glass entering my hand as I finagled multiple pictures of both candles and inside the box where glass shards are scattered. I also informed the company that I have on multiple other occasions purchased glass products from them (specifically these exact candles) over the last 2 years and had the same issue in which I had to clean glass that had fallen out of the box and injure myself disposing of it due to poor packaging practices. On the above date at 5:31 pm (PST) a representative promptly responded stating that they would look into this matter and reach out with a resolution.Since that time I have reached out on 12/03/2022 with no response from the company. And again on 12/14/2022 with a final warning to remedy the situation or I would be taking further action. BoxyCharm has behaved negligently and recklessly in packaging their glass products resulting in injury and loss of product. I have not received a refund, an apology, nor a solution for how going forward they will package properly and with their consumers safety in mind and not cheaply to save money.Business Response
Date: 12/21/2022
Hi Esraa,
Boxy here! 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 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 refund or a replacement for any damaged item that you receive!
In addition, we ask for a photo of any damaged items alongside the shipping label of the box for quality and documentation purposes. We request it following our replacement policy, which you can see here. **********************************************************************************************************
When we receive the photo, we proceed to document the incident so that we can process a replacement or a refund. The photos help our warehouse team continue improving future deliveries and our shipping processes.
In this case, we can confirm that weve already issued you a refund for the ********************* - Candle on December 21, 2022, and the funds should be back in your account within **** days depending on your bank. The refunded amount is $9.36.
Wed also like to offer you a $25 store credit toward The Boxy Shop, which also includes the Drop Shop while its open.
Your experience means the world to us, and were here if you need us. If theres anything else we can do for you, please reach out at any time and well be there. Thank you for being a member of BoxyCharm.
Best,Your Boxy Team
Initial Complaint
Date:12/16/2022
Type: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.
On 11/14/2022 I purchased 13 items from BoxyCharm during a sale event. The company proceeded to send me confirmation of the purchases along with a tracking # for shipping. The funds, in the amount of $120.26 was withdrawn from my ************* account on the same day as my purchase, 11/14/2022. I was given tracking #********************************** on 11/17/2022. The last update I received regarding my purchase was on 11/18/2022 when the tracking was updated to reflect: Electronic Shipping Info Received. No further updates were given. I proceeded to check for updates, and still received nothing. I would check via BoxyCharm website and the status remained the same. On Monday 12/12/2022 I emailed the Boxycharm staff, requesting to get an update. After numerous, frustrating emails, of confirming exactly what I purchased and how disappointed I was in their delay they resolved my issue by advising: While we cannot fulfill your replacement item, weve issued you a full refund for your order, and you should see the funds returned within **** days depending on your bank. A separate refund confirmation email should be in your inbox now.Thanks for being patient with us while we enhance your experience with BoxyCharm. Below is a $6 coupon that you can use toward an item of your choosing from The Boxy Shop, which includes the Drop Shop while its open.The company didnt even attempt to replace ANY of the 13 items that I purchased. Adding insult to injury, a $6 coupon?? Not to mention I have been a long time monthly Boxycharm member, (for over a year) which they were even made aware of. Completely unhappy with the outcome of me having to reach out for my never shipped products, while they took and kept my money for over a month. The funds were originally taken 11/14/2022. The issue was acknowledged to BoxyCharm 12/12/2022 and no resolution has been received as of yet, please help.Business Response
Date: 12/20/2022
Hi Autumn,
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.
Upon checking our records, we can see that one of our colleagues indeed issued a full refund of $120.26 USD for your Mega Drop Shop order #**********.
As much as we want to process a replacement order for this, Autumn, we're already out of stock, and were in the process of moving to a new warehouse. We sincerely apologize for any disappointment! Were working hard to complete the moving process and resume normal operations as soon as possible. Were estimating by this month. We really appreciate your patience. Please rest assured that we will always replace an item when our inventory allows us to.
Also, we can see that aside from the $6 coupon code, one of our colleagues gifted you a $25 coupon code to make up for the trouble. In case you missed it, please see the details provided below:
---------
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 Drop Shop and Mega Drop Shop while its open.
$25 Coupon Code: CS122225OCTC6PJVUD56
Your coupon code is valid toward one Shop transaction through January 16, 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.
---------
We hope this helps, Autumn. Should you have any additional questions or concerns, please reach out at any time and well be there!Customer Answer
Date: 12/23/2022
Complaint: 18601863
I am rejecting this response because: the lack of response and or compassion of this valued customers. The companys lack of sincerity and efforts to make this right does not justify for what they offered.Sincerely,
*********************Business Response
Date: 01/02/2023
Thanks for reaching out back to ** through the Better Business Bureau website, Autumn and we want to offer our apologies again for the less-than-perfect experience you had with us!
We pride ourselves in always giving our Charmer the best experience, and we are so sad to have let you down this way. This is definitely not the experience we want you to have.
As much as we want to process replacements for your order, we really have no inventory left. Please rest assured that we will always replace an item when our inventory allows us to.
We'd be happy to list down all the compensation we gave you for this trouble:
- A full refund of $120.26 USD
- $6 coupon code: CS122206JKW6LFCLECK5
- $25 coupon code: CS122225OCTC6PJVUD56
We thank you for your understanding, Autumn. Should you have any questions or concerns, please let us know!
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