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:12/15/2022

  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 tried for three months emailing, using ******** to post the issue, going to messenger without any luck at all. The response from computers have failed your ability to communicate professionally, and correct the issue at hand. I have an account that I need to cancel. With all of the correspondence I've stated that I do not have access to the email anylonger that I used. Also, I'm not even sure if that is the email I registered with on BoxyCharm. The email that I use to have an active account with BoxyCharm isn't the correct one. I need someone to help me locate the correct email and account that is active to cancel. This is beyond frustrating for me. To not have a phone number to call and only have robots is complete laziness. I want my account information and I want to cancel it. I do not wish to be given an email that at one time was associated with an active account. I need someone to do their job. Three months I've been dealing with this nonsense.

  

  Business Response

  Date: 12/16/2022

  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 definitely 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. We're here for you!
  
  We reviewed your account under ********************** and this was canceled in April 2020. The good news is that we have located your Active account under a different email address (ga******************), and it was recently canceled.
  
  Rest assured that your subscription will not renew for additional term, and your final Boxy will be this month's box.
  
  Thank you so much for giving BoxyCharm a try. If you have any additional questions or concerns, just let us know and well be there.
  
  Take care,

  Your Boxy Team

• Initial Complaint

  Date:12/04/2022

  Type:Delivery 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 ordered another 6 months and I've been a customer for 6 months previous and I was very happy with everything. After I ordered this last 6 month subscription I canceled it but now I'm no longer able to choose anything and I don't know when my shipments are coming. There's absolutely no way to contact customer service about this. From what I've heard from people I don't know if I'm even going to get my next shipment. I just want to be able to choose my items for the last 6 months of the subscription.

  

  Business Response

  Date: 12/05/2022

  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.
  
  We peeked into your account and can confirm that you've successfully canceled your 6-month subscription plan. Please know that you can no longer avail of the Choice feature once you cancel your subscription.
  
  Also, the Choice disclaimer explains,
  
  Canceling your account or falling into payment failure status on or before the 1st of the month will render your Choice forfeited.
  
  We understand this may be disappointing news, but rest assured that your Boxy will always be personalized based on your beauty preferences if this happens.
  
  To make this up to you, were gifting you a $12 store credit that will allow you to purchase an item from The Boxy Shop, which includes the Drop Shop while its open.
  
  $12 Coupon Code: CS122212GFG9TH0LOWLD
  
  Your coupon code is valid toward one Shop transaction through January 5, 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!
  
  Thank you for allowing us to make this right. ? We cant wait to see what you purchase!

• Initial Complaint

  Date:12/03/2022

  Type:Order 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.

  Hello, I unsubscribed from Boxy Charm over a year ago. But, apparently they have still been charging me around $90 a month for their subscription service. Now, that I see this I went back on their website and it shows the subscription as still active. I tried to cancel the subscription again, but it wont allow me to. They say you can send them an email to cancel but that email is not active. They also say you can cancel online, but you have to verify via an email link that they send you. But they never send it. I have not received anything from them since August of 2021, but they have been charging me quarterly. I think its a scan where they continue to charge and do not honor someone canceling their subscription.

  

  Business Response

  Date: 12/05/2022

  Hello ****,
  
  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 on December 4, 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'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:12/01/2022

  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 subscribed to two annual memberships last year and did not want to renew either. Knowing it was close to renewal time, Ive been watching for an email stating renewal would be coming soon so I could stop that process. Ive checked multiple times and no such email was received. Thats poor transparency on the part of the business and feels like a scam. Furthermore, I have been unable to log into one of the accounts due to a message that it might be suspended though it shouldnt be because they just took $333.39 times two from my bank account for 24 more boxes that I do not want and cannot use. Despite no warning of renewal, I couldnt have canceled one account due to not being able to access it.

  

  Business Response

  Date: 12/01/2022

  Hello *********,
  
  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.
  
  In this case, we're able to offer a one-time exception and have issued a partial refund of $306.16 for all of the remaining unshipped months of this subscription term. You should see the funds available within **** days depending on your bank. We can confirm that your subscription will not renew for additional terms, and your final Boxy will be this month's box. You can expect a tracking number for it within 15 days from the renewal date.
  
  We hope this helped and will be here if you have any additional questions or concerns. Thank you for being a member of BoxyCharm!
  
  We'd be happy to make a one-time exception to our usual policy and offer you a full refund for your membership renewal. You should see the funds available within **** days depending on your bank. We can confirm that your subscription will not renew for additional terms, and your final Boxy will be this month's box. You can expect a tracking number for it within 15 days from the renewal date.
  
  Also, we want to help, but we take account security very seriously and kindly ask that you respond with all of the following information so that we may locate your other account and assist you further:
  
  ?? The full name and email address of the other account
  ?? 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! Thank you for giving BoxyCharm a try. We hope to see you again one day!

• Initial Complaint

  Date:11/26/2022

  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.

  A premium November subscription box was ordered. I received a box of trash from previous months that they could not sell. The items in the box were not premium items that were advertised but instead some cheap face clothes, hair product that I cant use as I am bald due to cancer and products meant from someone of dark skin. The customer service rep stated that they had run out and shipped a box of past favourites. I did not pay for that. I paid for a premium box. The rep said the items were chosen by the computer based on my account preferences but that isnt true as I cannot use any items sent. Again I have no hair and am as pale white as it gets. I asked the rep where and how to return the box to be refunded. He instead sent me a $12 voucher (less than half the cost of the premium box and requires a purchase to use) I explained that this was not what I requested and was unsatisfactory. They send out thousands of free PR boxes and new customers ordering premium boxes receive them so to me there is absolutely no excuse for running out and then refusing to refund a customer for a bait and switch. Bottom line- I paid for a premium product and was sent something else completed and they refuse to refund me for it.

  

  Business Response

  Date: 11/29/2022

  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!
  
  We really want you to feel excited about your products each month, and our goal is to provide you with the best personalized options based on your beauty preferences.
  
  Our system matches you with the best overall product combination based on your product reviews, Beauty Quiz, and the types of products being featured. We always do our best to honor your product preferences and match you with products we know youll love in addition to those we think youd love that you might not normally pick up. BoxyCharm is an opportunity to explore, so we hope you still give each product a try (you may discover some unexpected favorites). Although we cant change the selections ************** this month, well be sharing your feedback with our team, and we appreciate your feedback as we continue refining this feature.
  
  Wed like to share some tips that might help moving forward:
  
  ?? First, we recommend reviewing your Beauty Quiz preferences regularly to ensure your preferences are up-to-date. We offer a variety of product combinations each month, and we strive to match you with the best assortment possible considering your Beauty Quiz preferences and how they fit with the products were featuring. Keep in mind that if too many product categories are selected as 'rarely' on your Beauty Quiz, it may limit the number of products we view as potential matches for you each month. If this is the case for your Quiz, we recommend revisiting your Beauty Quiz to allow for better matches each month.
  
  ?? Secondly, we strongly encourage you to keep sharing your feedback by reviewing the items you receive each month on your account. The more feedback we receive via your product reviews and Beauty Quiz, the better we can determine the best product combination for you each month.
  
  We appreciate your feedback and will be forwarding your suggestions to our Boxy-Curation team so that they may take this into consideration when building our boxes. We promise that our team is working hard to include new products and brands into future boxes to give our Charmers a wide variety of products to add to their collections.
  
  In the meantime, we can confirm that weve issued you a full refund of $44.29 USD for this box on November 26. You shouldve received a separate refund confirmation email, and the funds should be back in your account within **** days depending on your bank from the issuance date.
  
  To make this up to you, were also 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: CS112225Q742JK465I06
  
  Your coupon code is valid toward one Shop transaction through December 29, 2022. 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.
  
  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:11/23/2022

  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.

  *** had a recurring sub for several years. Auto paid every 1st of the month every month. Auto- Ordered the Tarte Takeover premium box October 1st. Boxes are to be shipped out no later than 15 days into the month charged. Oct 28 I contacted boxy as i haven't rcvd notification that my box shipped. Emails between boxy and I have not come to any resolution. I still don't have a premium box or a tracking # that its been shipped. In looking in my boxy acct i can see a" Boxycharm Gift With Purchase Kit #***" but no tracking and it does not indicate its a premium box (the box i paid for) I have canceled my sub as their cust service is less than helpful, so a store credit is not acceptable.

  

  Business Response

  Date: 11/23/2022

  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. Your experience means the world to us, and it's really important to us that you receive your Boxys in a timely manner. 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 *************************.
  
  We located the following tracking number for your October replacement box and can see that your Boxy was reported as delivered on November 23, 2022, to your address in *********, ************. 
  
  Tracking Number: 4201507492612927005761350008912588
  
  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.
  
  We see in your tracking information that your order was reported as delivered within the last 24 hours. Because packages are updated in the system prior to being dropped off, please allow 24 hours from the time your order was marked as delivered to receive it. If it doesnt turn up after 24 hours, please follow up with us with your shipping address and well take care of the rest.
  
  If you havent already, we recommend checking with household members that *** have collected your order for you. As mail carriers continue practicing safe delivery protocols due to COVID-19, we also recommend checking your driveway/gate, doorstep, mailbox, and other surrounding areas for your package.
  
  To make up for the inconvenience, were gifting you a $12 store credit that will allow you to purchase the perfect replacement item from The Boxy Shop, which includes the Mega Drop Shop and Drop Shop while they are open.
  
  $12 Coupon Code: CS1122121SG6RZIFE8XK
  
  Your coupon code is valid toward one Shop transaction through December 23, 2022. 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 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.

  Customer Answer

  Date: 11/29/2022

   
  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.

   

  the company has terrible customer service.  They use the bait and switch tactic enticing customers then letting them down. 

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

• Initial Complaint

  Date:11/22/2022

  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.

  All I want is to close my account. I cancelled my subscription a long time ago, and now Id like to have my information removed and deleted. I called ************ and wasnt able to get through to a live person. They just tell me to go to support.boxycharm.com - no help.I emailed ******************************* to get the account closed and received: Hi Charmer,You have reached *******************************. We recently upgraded a few of our systems to better serve you, and this is email address is no longer monitored.If you need us, dont worry, weve got your back! Visit our *********** at support.boxycharm.com for the latest FAQs and tons of helpful information. To reach us directly, simply click Ask BoxyBot and well be there. ??We look forward to hearing from you!-Your BoxyCharm Support team So I did some digging on the website and found ********************************** and emailed my request again. This was the response I received: Thank you for contacting BoxyCharm!This inbox, **********************************, is not monitored at all times. If you are emailing about **************** related concerns, please visit our BoxyCharm *********** to find helpful articles about your subscription. For immediate assistance and support on your account, you may also start a chat with BoxyBot found at the bottom of our support page, so that we can directly address your concerns.Have a great day!Privacy and ******************* Team All I want is to have my account closed and my information wiped from their system. Theres no reason that this should be so difficult. Unsubscribing and closing my account are NOT the same. Please close it.

  

  Business Response

  Date: 11/23/2022

  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!
  
  We reviewed your account using this email you have reached out to us and can see that this account had already been in canceled status for over a year now. If you wanted us to remove your payment method, please respond confirming the following account details:
  
  Date of your last transaction with BoxyCharm (Month/Year)
  The last 4 digits of the credit card registered with BoxyCharm (please do not include the complete credit card number)
  Shipping address where you received your last BoxyCharm order
  
  
  Thank you for taking the time to confirm this information. Your privacy and security are very important to us. We look forward to hearing from you!

  Customer Answer

  Date: 11/29/2022

   
  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:11/18/2022

  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.

  I made an order on October 14, 2022 in the Boxycharm Drop Shop. The Ren Face wash was $12 from this order and whenever the pump is pushed large amounts of product leaks from the bottom. I did everything I could to contact them and get this resolved but the only responses I am getting are automated. I have contacted them numerous times and did not want to have to make a complaint against them. I have supported the company since 2015 and am sad that it came to this. It took 2 uses to realize what was happening because I assumed my son was playing with the face wash the first time it was on the counter and realized when it happened again. My order number is ********** and I just want to be able to use the product I paid for. It is currently unusable unless I want to scoop the product from a plastic bag. Attached are proof of purchases and a picture of the leaking product. There is also a receipt on my account on their site on the ************************* email address.

  

  Business Response

  Date: 11/23/2022

  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.
  
  Upon checking our records, we can see that one of our colleagues already issued a full refund of $11.77 USD for your damaged REN Clean Skincare - Evercalm Gentle Cleansing Gel - 150 ml. The refund was issued on November 19, 2022 and it should appear in your account within **** days, depending on your bank.
  
  We understand how frustrating situations like this can be and are so sorry to hear that this happened. We wish we could offer a replacement, but were really out of stock.
  
  In the meantime, we'd be happy to give you another store credit, which is $12: CS1122126HPYV6IK6893
  Your coupon code is valid until December 23, 2022.
  
  Please rest assured that we will always replace an item when our inventory allows us to. Again, we thank you for your understanding, ********!
  
  Should you have any questions or concerns, please let us know!

  Customer Answer

  Date: 11/29/2022

   
  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:11/16/2022

  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 signed up for the monthly subscription box, with the understanding it could be canceled at anytime. I selected the more expensive option because I wanted to choose two items each month, the basic box only allows you to choose one item and I wanted more control and it is advertised to come with 6 items. The basic box is $27.99/mth while the premium is $39.99/mth. I received my first box, had selected two items and had 6 items in the box. With the first box, I was to have received a free item, It wasnt included. After receiving my second box, I cancelled the subscription because it had a lot of similar products that I didnt need and I didnt see the value. I didnt realize Id prepaid for a six month subscription with no refund option however, and I dont recall seeing that in the sign up. I just left it figuring it was my error. When the next month rolled around, I didnt receive an invite to select the products for my box. I thought maybe I missed it, but when I didnt receive the invite again, I contacted the company. They told me that since I canceled the service, I no longer was able to select my products, stating: Charmer Benefits like Choice and our monthly shops are for "Active" members, our system uses the current subscription status in order to determine eligibility. Our system will no longer register an account as "Active" once the membership has been canceled, even if a previous prepaid subscription still has remaining shipments. Rest assured that you're still able to participate in Charmer Benefits by reactivating your existing prepaid subscription so that the status reverts back to "Active". As you can see, they acknowledge that I have prepaid for the service but cannot use it and they wont give any money back. I went to reactivate my subscription and found that to do so, I have to sign up for an additional prepaid period. I think they are falsely advertising and should either give me a portion of my money back or allow me the service I paid for.

  

  Business Response

  Date: 11/18/2022

  Hi *******,
  
  Boxy here! 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 confirm that you indeed signed up for a 6-month prepaid Premium subscription plan.
  
  We're sorry to hear you didn't receive your free gift in your first Boxy! We took a peek into your August box and see that you were meant to receive the following items:
  
  ?? ************
  ?? "ATHR BEAUTY Desert Sunset Eyeshadow Palette"
  ?? COVERFX Custom Enhancer Palette
  ?? JUICE BEAUTY Bamboo pore refining mask
  ?? LYS Secure Skin Gripping Serum Primer
  ?? PUREHEALS Real Rose ***** Sleeping Mask
  ?? PERSONA COSMETICS Persona Lip Liner 90210
  
  Per BoxyCharm policy, we can only send out replacement boxes within 45 days of shipment, so we ask that all members reach out to us within that time. After 45 days, were no longer able to offer replacements due to inventory. Thank you for understanding!
  
  In addition, to ensure that our members are always able to discover new amazing products, 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.
  
  Our system matches you with the best overall product combination based on your product reviews, Beauty Quiz, and the types of products being featured. We always do our best to honor your product preferences and match you with products we know youll love, in addition to those we think youd love that you might not normally pick up. BoxyCharm is an opportunity to explore, so we hope you still give each product a try (you may discover some unexpected favorites).
  
  To make this up to you, were gifting you a $12 store credit that will allow you to purchase the perfect replacement item for your free gift from The Boxy Shop, which includes the Drop Shop and Mega Drop Shop while they're open.
  
  $12 Coupon Code: CS112212WG3B93EJHR2D
  
  Your coupon code is valid toward one Shop transaction through December 17, 2022. 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!
  
  Moreover, right now, only "Active" members are indeed eligible for Choice. We always suggest our Charmers to keep the prepaid subscription "Active" until the last month of the prepaid term because canceling a subscription also forfeits the Choice made. Sorry for the disappointment!
  
  No worries! To avoid site trouble, we went ahead and reactivated your subscription on our end. You can now pick items for your December Premium box.
  
  Lastly, please remember that Charmers who canceled their prepaid subscriptions online won't be able to receive refunds automatically unless they reach out/request via the Boxy Customer Experience team ************************************.
  
  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: 11/22/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I have had further responses from them and after a frustrating back and forth, I agreed to the refund they offered. This was the satisfactory solution. Thank you for your assistance.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:11/15/2022

  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 been messaging back and forth with Boxy Charm for over two weeks regarding customer service request number #********. They said they would resolve the issue and requested information regarding the order numbers in question. I provided the information requested and followed up with them four or five times regarding the request and they have not cared to resolve the issue yet and continue to ignore me. I am a longstanding customer of ********************** and I have experienced appalling and horrific customer service regarding this issue. I hate supporting a business that treats me like trash. All the details of my complaint are within the customer service request with **********************. I spent hundreds of dollars in their sale and they dropped prices the next day, although the items were already supposed to be discounted for the sale. I have been a customer for years and have spent thousands on Boxy charm and they have not done this practice before. They should have told customers they would be dropping prices mid-sale so I would have been informed. I would not have spend hundreds of dollars on items if I knew they would be discounted the next day. Boxy charm said they would resolve the issue and requested the order numbers and the items discounted. I provided the information requested and they have ignored me for an extending period of time since despite my numerous follow **** I calculated the difference and sent them it per item along with the order number (all information they requested) and I am seeking ***** in the form of a refund immediately. They said they would resolve the issue and requested information which I provided. They have ignored me and treated me awfully as a customer despite being a huge longstanding customer of theirs and having referred friends and family. I will stop supporting their business and stop the support of my friends and family with them if they do not resolve the issue as they said they would.

  

  Business Response

  Date: 11/16/2022

  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 do our best to keep things exciting for new, current, and even past members, and one of our favorite ways is by offering a variety of promotions.
  
  As part of a flash sale, select inventory was discounted. This sale began November 7, 2022, and the prices are exclusive to the sale.
  
  To make this up to you, wed like to offer you a one-time exception and refund you the price difference of $49.99 in total to honor the promotional price. The refund has been issued, and you should see the funds returned within **** days depending on your bank.
  
  Please keep in mind that all orders are finalized once placed, and we dont offer refunds per our Terms and Conditions, but if you ever have any questions or concerns about your membership or order, you can reach out at any time, and well do our best to assist you. Thank you for being a member of BoxyCharm.
  
  Best,

  Your Boxy Team