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:11/11/2022

  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 have attempted to cancel this subscription three times now. Every time I get the final step of cancellation, where they are supposed to send an email to confirm, THEY NEVER SEND THE ****** I have checked all inboxes, including spam and promotion and nothing comes through. I keep getting charged for this monthly subscription without a way to cancel. This is a huge scam and I'm very irritated.

  

  Business Response

  Date: 11/16/2022

  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.
  
  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're so sorry to hear that you haven't received the cancellation email. We reviewed your account, and it looks like the cancellation email was sent successfully on November 11, 2022, and August 1, 2022. 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.
  
  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!

  Customer Answer

  Date: 11/21/2022

   
  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:11/03/2022

  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 paid ****** for a mystery bundle which contained 5 boxes. This was a gift for my sister in law. I received the tracking that she was being sent the 4 boxes out of 5. Then this morning I get an email that I the last package will not be sent out. This has become a practice that Boxycharm has recently adopted, items missing out of the boxes, and what is worse it that they are quick to take your money and not quick to give the money back also they never give the amount you paid, because they have all these discounts and coupons. I think that this is an outright false advertising. They have a shop that you can pick what you would like to buy. if they don't have enough items, they shouldn't let everyone buy the items that they are advertising.

  

  Business Response

  Date: 11/04/2022

  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 reviewed your account and can confirm that due to unexpected inventory constraints, were so sorry we wont be able to fulfill the H3234363***3031353536H September 2021 Luxe Kit #*** from your order. Weve refunded you for this portion of your purchase, and you should see the funds returned within **** days depending on your bank.
  
  To make this up to you, we will be emailing you with a $25 coupon that you can use toward an items of your choosing from The Boxy Shop. Please look out from an email from us with your coupon code. 
  
  This coupon is valid through December 4, 2022, with free shipping included. Be sure to save your code until youre ready to shop, and enter the code on the checkout page before submitting your order. We hope you find something you love!
  
  We're working diligently to prevent these hiccups from occurring in the future and sincerely hope that you love your purchase.
  
  Best,

  Your H3234363***3031353536H Team 

• Initial Complaint

  Date:10/23/2022

  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.

  Boxycharm promises to send 5 items in each of their base boxes each month for the subscription cost, and as a consumer the expectation is that those products will not be damaged.I received a damaged product in my October 2022 box, and Boxycharm wanted to give me **** "charms" as compensation instead of a partial refund or a replacement product. I would have gladly accepted a replacement product, but that was not offered due to Boxycharm moving warehouses. The **** charms offered can only be used by active subscribers, which I no longer am, due to Boxycharm's fraudulent business practices and bait and switch advertising tactics with their September 2022 Luxe box in which they repeatedly via email and Instagram promised all subscribers would receive a ********************* Zendo palette, and then sent many subscribers including myself a box of old products and no Zendo palette.I requested and received a refund for that, and immediately canceled my subscriptions, but I'd already been charged for the October base box.I expected to receive 5 undamaged products for the price I paid for that box. I received 4 undamaged products, 1 damaged product, and an offer of what is essentially useless store credit for the damaged item.I should not have to resubscribe and be immediately charged $30+ in order to be able to use their charm points to receive compensation for a damaged product that I paid for with actual money.I believe that it is fraudulent to promise 5 unbroken products paid for with actual currency, then only deliver only 4 unbroken products and offer credit in an online proprietary currency that I cannot use as an inactive subscriber.I am requesting a partial refund for the damaged product.

  

  Business Response

  Date: 10/24/2022

  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.Please know that we're working even harder to secure the lowest possible prices for the hundreds of products available to you with Charms. That way, instead of us choosing a replacement item that you might not enjoy, youll be able to pick the one that youll enjoy the most from an amazing assortment of brands.Also, 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, so there is always a possibility that items can be damaged in transit. Our warehouse team will continue working hard to anticipate fragile items and package them with care. Thank you for sharing your feedback with us!Although we plan carefully for the turbulence of shipping and hope you never receive a damaged item again, you can trust that we have policies in place to protect our members in these unexpected cases. To report any damages from transit in the future, all you have to do is send us a photo of the damaged item(s) side by side with the shipping label of your box, and we'll take care of the rest.In the meantime, we'd be happy to give you another store credit, which is $25: CS102225UNCC7KJOCHF7 Your coupon code is valid until November 23, 2022.No worries! Past members are invited to shop some of the amazing items from this month's store! This exclusive shopping pass is only available for a very limited time, so be sure to act fast to enjoy the exclusive deals on top brands. ????To start shopping, log in to your existing account and click the banner on your homepage to access the store. Keep in mind that the only way to create an account is by signing up for a new subscription, therefore you must use your original account from your previous membership to access the store (but you don't need to have an active subscription to shop this time).If you have any questions, just reach out at any time, and well be there. We cant wait to Charm you again!

  Customer Answer

  Date: 10/25/2022

   
  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:10/20/2022

  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.

  Boxycharm is a Beauty Subscription box, I was subscribed to all 3 Tiers , Boxycharm Base, Boxycharm Premium, and Boxycharm Luxe Box, for the month of September I was supposed to receive the Luxe Box, it said it was delivered but I never received it I contacted Boxycharm and they gave me a replacement order for the Luxe Box on 9/17/22, I waited the time they told me to wait on the replacement box to ship and i never received a tracking So I emailed them back and they told me they would look into it, they just kept on giving mew the run around, so I canceled by existing subscription out, and since I done that they will not write me back or contact me at all I have sent them over probly around 25 to 30 emails and no one will respond to me, i have every email I have sent them and the ones the have sent me, if you need them, they still owe me my BoxyLuxe Box for the month of September here is the information of all the order and replacement order date and the amount of the box BoxyCharm BoxyLuxe first order number-********** Date-9/1/22 Amount-$57.99 plus tax that is what my card was charged BoxyCharm BoxyLuxe Replacement order number-********** Date-9/17/22 They did not charge me for the replacement order because I never got the first box,I have the email confirmation of the replacement order , I am know longer a subscriber to Boxycharm, but they still owe me for my September BoxyLuxe, they will not even contact me back, they have done me wrong, and the card that they charged me for on the 9/1/22 I have canceled that card and bank account out I was afraid the would keep charging me every month that was some reviews that I have read that boxycharm did to people so I was afraid they would do that to me so I canceled my bank account out, I know this is not a lot of money to some people but it is to me so please help me get what is owed to me I have uploaded some documents that I had with boxycharm I have several more if need them

  

  Business Response

  Date: 11/14/2022

  Hi April,
  
  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 see that our colleagues responded to all of your emails with us. No worries! We've attached the last response we sent to you on October 31, 2022 for your reference:
  
  _______________________________________
  
  October 31, 03:35 pm
  
  Hi April,
  
  Thanks for contacting BoxyCharm! We're so sorry to hear that this happened. That isnt the experience we strive to offer, and were here to help.
  
  We see that there is no update on your Luxe box for more than 10 days. In this case, we usually replace the order. Unfortunately, were completely out of stock.
  
  To make this up to you, were gifting you a $6 store credit that will allow you to purchase the perfect replacement item from The Boxy Shop while its open.
  
  $6 Coupon Code: CS102206N2BGF2EGDOP9
  
  Your coupon code is valid toward one Shop transaction through November 30, 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!
  
  Thank you for allowing us to make this right. ? We cant wait to see what you purchase!
  
  
  ***
  _______________________________________
  
  Please check your Spam/Junk and Promotional folders since sometimes, our emails can land in there if you dont have ************************************************* marked as a safe sender.
  
  Moreover, we can confirm that we've already issued a full refund of $63.59 USD to your account on October 21, 2022 for your Fall Luxe box (September Luxe).
  
  In addition, rest assured that you won't be billed for or receive any more boxes from us since all of your subscriptions have been canceled successfully.
  
  We hope this clarifies things. Should you have any additional questions or concerns, please reach out at any time, and well be there.

  Customer Answer

  Date: 11/15/2022

   
  Complaint: 18252532
  
  I am rejecting this response because:
  I did not receive the box that was owed to me and a $6.00 doller coupon is in no way able to make up for a $60 doller box, All I want at this point is my money back for the box that is owed to me, that is all
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/16/2022

  Thanks for getting back to **, April.
  
  We understand how frustrating it is when things don't go as expected, and we want to assure you that we're committed to doing the best we can to fix any issues on our end.
  
  Please know that the $6 coupon code is only to make up for the wait for your replacement item, not for your Fall Luxe box. We apologize for the confusion!
  
  Also, as a kind reminder, we've already issued a full refund of $63.59 USD to your account on October 21, 2022 for your Fall Luxe box (September Luxe). If you're having trouble locating your refund, please let us know, and we'd be happy to assist you with that!
  
  If you have any questions or concerns, please let us know. Hope you have a Charming week, April!

• Initial Complaint

  Date:10/20/2022

  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 placed an order on August 13, 2022 as of today they still have not shipped my order and will no longer respond to emails requesting a refund for failure to ship. The order # is **********. I was given a partial refund of $25.00 but they have still shipped anything or refunded the balance. The original ticket number is ********.

  

  Business Response

  Date: 10/21/2022

  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.Weve issued you a refund of $73.68 USD, and the funds should be returned within about **** days depending on your bank. A refund confirmation email should be in your inbox momentarily. Together with the $25 USD refund that was issued on October 4, this makes a full refund for your Mega Drop Shop order #**********.To make up for all the inconvenience you've gone through, were gifting you a $12 store credit that will allow you to purchase the perfect item from The Boxy Shop, which includes the Drop Shop and Mega Drop Shop while they are open. No worries, inactive members can still participate in Store events for a limited time! $12 Coupon Code: CS102212G2398OCUAD99 Your coupon code is valid toward one Shop transaction through November 20, 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: 10/24/2022

   
  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:10/20/2022

  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.

  November 23rd of 2021 I purchased a mega mystery bundle from boxy charm for the amount of $200 US. I am in ****** which includes a $15 US shipping fee. From the moment I received the completely broken box in ******** winter the liquids got into everything, it was disastrous. I contacted boxy charm often and never got a reply. I went so far to resubscribe and place some orders with the argument that I am a avid fan, I love my boxes, I signed back up and would like my deposit. Nothing. So I deactivated my subscription after the month. After several attempts within the app every couple of months I moved to email. I sent several and then spoke to my credit card company. I contacted again and spoke to someone higher up, whom after sharing photos I took said that a refund of $200 was sent and I would received in **** days. I never received anything at all. I wrote 2 months later trying to be patient. I have not received anything back even after it was promised. I am terminal and being admitted into Palliative ICU This Monday, Oct 24. Every extra ***** I have made by selling things I have been putting away for medical bills, and supplies. Once I had what I needed I spent the past 10 months or so saving for the celebration of life. I really needed this money back which right now would be $305.88 in ******** as everything is in US.

  

  Business Response

  Date: 10/20/2022

  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. Also, thanks for sharing with me that you haven't been well. We'll do our best to make your experience with BoxyCharm as smooth as possible.After a thorough investigation, one of my colleague hasn't issued you the refund due to the 6-month period to process the refund. In this case, we recommend you to file a dispute of this charge to your payment provider since we have no means to process this refund as of the moment.Please let us know if there's any additional information that we can provide you or your bank to help sort this out.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.

• Initial Complaint

  Date:10/19/2022

  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 to cancel my subscription with BoxyCharm 5 times now and they still won't send me an email to confirm my cancelation. I checked to makes sure it was the correct email and I even check every email box, but still don't see it. They wont let me cancel unless I confirm it in the email they send but I am not receiving any emails from them. I tried calling but it was automated and they just transferred me to their website again. I also messaged their Boxybot which didn't help at all. It is $30 dollars a month which is basically a whole tank of gas that they're taking from me. I need it cancelled.

  

  Business Response

  Date: 10/20/2022

  Hi ****,Boxy here! Thank you for bringing this to our attention through your complaint on the Better Business Bureau website.This isnt the experience we strive to offer; were here to help.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.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're so sorry you didn't receive the cancellation email link to finalize your request. We'd be happy to make a one-time exception to our usual policy and offer you a full refund for your renewal this month. 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!Best,

• Initial Complaint

  Date:10/16/2022

  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 have been trying to cancel my subscription with this company for over a month now. I follow all the required steps. The final step is to click a link the company sends in an email. I have yet to receive the email. I have tried to use the companies help center and it says they will respond in 24 hour. No reply from the company. I used the help center 4 times and have yet to receive that email. I just want to recieve my final box or be refunded the cost of the box plus shipping, cancel my subscription and be done with it! Please help,

  

  Business Response

  Date: 10/17/2022

  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, and it looks like the cancellation email was sent successfully on October 1. 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.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.Since your subscription was still Active and set to renew another term, weve gone ahead and canceled your membership to prevent future subscription renewals.As for your October Base box, we can see that there was a delay in the processing of your box, 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 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!

• Initial Complaint

  Date:10/15/2022

  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 been waiting for my premium boxy charm Sept 1 2022 they took my money and I was still waiting September 27 2022 they keep telling me samething no real answers they sent out replacement September 27 2022 they said 5 to 7 business days well here it is October 15 2022 still nothing I want my box I'm not even asking for a refund all I want is my premium box the funny thing is I already got my October box but never got my September box or any information except order number dont think this is fair that they take my money and wont let me talk to a real person all I want is my box and tracking number please!!! **********

  

  Business Response

  Date: 10/18/2022

  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. Again, 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 this case, were gifting you another store credit, which is $25: CS102225PN3U67JCQVVM Your coupon code is valid until November 17, 2022.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!

• Initial Complaint

  Date:10/14/2022

  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.

  This company has No customer service to cancel. You click cancel 3 times and they NEVER send the final cancellation email. I have tried over 4 months to cancel. They send awful products that do not match what is promised. I want a refund for 4 months and for them to cancel my subscription!

  

  Business Response

  Date: 10/18/2022

  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.After reviewing your account, we see that you successfully canceled your subscription on October 14, 2022. Sometimes this email can be redirected to your SPAM/JUNK folder. Please mark **************************************** to your email address book as a safe sender to ensure that future emails go directly to your inbox every month. Memberships must be canceled by 11:59 p.m. ET before the 1st of the month to avoid being billed for a new term.No worries! We'd be happy to make a one-time exception to our usual policy and offer you a full refund of $31.78 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: 10/18/2022

   
  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,
  
  ***********************