Complaints

This profile includes complaints for IPSY's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  IPSY

  Pembroke Pines, FL 33027-6166

  
• 

  Ipsy

  4670 Railhead Rd Fort Worth, TX 76106-1990

• 

  Ipsy

  903 Colorado Ave Santa Monica, CA 90401

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/11/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For the last several months I have been attempting to cancel my Boxycharm subscription. My account will show as deactivated but then the next month a subscription fee is taken out of my account. The fee also mysteriously went up to 32.08$ a month (up from the ***** it was) after my first cancelation attempt. I am asked to do several things to be able to cancel. When I finally am asked to submit a confirmation of cancelation email, the email is undeliverable.

  

  Business Response

  Date: 10/12/2022

  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 werent able to locate a cancellation before subscription renewals began on the 1st of the month at 12 a.m. ET. Subscriptions must be canceled before that time 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.Since your subscription was still Active and set to renew another term, weve gone ahead and canceled your membership to prevent future subscription renewals.Please enjoy your last Boxy on us, no return required! Additionally, we made the difficult but necessary decision to add a $1.99 handling fee to our monthly subscription boxes to help us navigate rising inflation across our entire supply chain. Like most others in our industry, nearly all of our suppliers and partners have recently raised prices, and this fee will help us to continue bringing you the best products and value at the best prices. The handling fee goes into effect starting with Octobers boxes. Were also reducing the price of BoxyCharm Luxe to $57.99 starting October 1st to directly offset the handling fee.We really appreciate your understanding during this shift. Please let us know if we can answer any other questions, and thank you so much for being part of our BoxyCharm community.

  Customer Answer

  Date: 02/22/2023

   
  Complaint: 18186633
  
  I am rejecting this response because:

   

  This is the second time I have filed this complaint. I have canceled my Boxycharm subscription several times. Boxycharm continues to take money out of my account. For 10 days I left 0$ in my account so Boxycharm could not take my money. I was threatened for 10 days with cancelation. Last night on the 17th day they took my money again. I want my subscription canceled, I don't want boxycharm to take any more of my money out of my account. My next step is civil court and contacting the attorney General. This is fraud. The last time I filed this complaint, boxycharm said my subscription was canceled. They have never stopped taking my money.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/23/2023

  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 totally understand your concerns and are here to assist.
  
  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'd be happy to make a one-time exception to our usual policy and offer you a full refund for your February 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!
  
  Additionally, were required to charge sales tax on all purchases shipped to your state, including the handling fee. This fee covers the cost of preparing and packaging your order. Were still happy to be offering free shipping on all U.S. orders, and the additional fee goes toward the rising costs of fulfillment.
  
  We completely understand it can be frustrating to see your membership price increase, but charging taxes ensures were fully compliant with the law. We really appreciate your understanding.
  
  No worries though! We can confirm that your subscription has been canceled per your request on February 17. You will no longer be billed for future orders, unless you rejoin.
  
  Thank you so much for giving BoxyCharm a try. We hope to see you again one day!

• Initial Complaint

  Date:10/11/2022

  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 cancelled my subscription within a day or two of receiving my first box, as I was very unhappy with the quality and personalization of the products received (yes, I filled out their entire "beauty quiz" for personalization). Despite the fact that I contacted the company via social media, email, the chat support tool on their site, etc., and told them that I absolutely did not want another box, they charged me for and sent me another box. It's extremely predatory of them to charge you for a second box before you've even received the first box, and I was shocked by the complete and utter lack of customer service provided (they told me that they'd replied to me on social media via direct message, for example, despite the fact that they never did so). I am extremely angry and want a refund; I cancelled my subscription and made it very clear that I didn't want another box by October 6th (after receiving the first box on October 4th), and they chose to ship me another box on October 10th, regardless. They had plenty of time to cancel the order and chose not to, which says a lot about what kind of company they are.

  

  Business Response

  Date: 10/13/2022

  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 want to make this right.To prevent accidental or unauthorized cancellations, memberships must be canceled by 11:59 p.m. ET before the 1st of the month to avoid being billed for a new term.We reviewed your account and can see that we already canceled and refunded your account on October 6, 2022. Rest assured that you should see the funds back in your account within **** days depending on your bank.In the meantime, while our boxes come in different variations each month, our intention is to build equally awesome variations that suit each Charmer's unique style. It's important to us that you enjoy your boxes and we've forwarded your feedback to our team for close review. We promise that our team is working hard to include new products and brands in future boxes to give our Charmers a wide variety of products to add to their collections. We hope to have the opportunity to continue Charming you in the future! Please let us know if we can help with anything further.Best,

  
  

• Initial Complaint

  Date:10/07/2022

  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 ordered on one of those drop shops .. the bundles 19.99$ and the main item from the bundle was not received I contacted them and they said they ran out so the only sent me partial items and were going to refund me 7$ for the item.. I told them I do not want partial items unless its the full bundle and they told me they cant do nothing about it sorry for the inconvenience I text back-and-forth at least 7 times .. I absolutely wouldve never purchased it had it been only partial bundle.. I understand they dont exchange or refund which I dont want. I just want what I ordered if they cant give me what I ordered then I dont want half of the order .. I will never ever buy from boxy charm again and I will tell all my friends and family its the worst **************** Ive ever experienced.,

  

  Business Response

  Date: 10/12/2022

  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. As much as we want to process replacements, were in the process of moving to a new warehouse which will allow us to offer you the best experience possible. During this move, processing replacement orders is taking slightly longer than we expected. Thank you for letting us know about this. We really want you to feel excited about everything you receive, and were so sorry to hear that this happened.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 and Mega drop Shop while its open.$12 Coupon Code: CS102212DV51TPTP9S7A Your coupon code is valid toward one Shop transaction through [EXPIRATION DATE]. 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:10/07/2022

  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.

  Ordered 2 items on August 26, 2022.Reached out Sept 27 to "Boxybot" to follow up on my order, as less than helpful online customer service Told October 5 my order was on it's way to me Told October 7 part of my order was not in stock and would not be shipped. Assuming refund of $18USD Ordered 2 items through charm room September 28 2021 $61USD value Items not shipped out Points refunded to account Nov 8, 2021 as "items no longer available:"December 9, 2020 ordered Toner and face masks for a buy one get one Feb 1 2021 - contacted boxy about my order not having been shipped, Feb2 found out that they "no longer have product" in stock. Refunded my funds for these products $42USD I cannot be the only one experiencing this with Boxy Charm as they have tons of subscribers. It is impossible to actually speak with a representative or give feedback on this situation. Its not that different from writing a cheque you know you can't cash. Money is being taken and kept for over 30 days. Why sell products you do not have and keep customers money for a considerable amount of time. It's bad business at best.

  

  Business Response

  Date: 10/12/2022

  Hello *******,Boxy here! Thank you for bringing this to our attention through your complaint on the Better Business Bureau website, and we would like to extend to you our most sincere apologies for the way your interaction was handled and assure you were here to assist you. We honestly have no words to express how this situation makes us feel and we can only imagine the disappointment caused. Rest assured that your feedback is taken very seriously here at BoxyCharm, not only because your satisfaction is our main priority but also because it helps us grow and provide better customer service to our family of ***************************** to unexpected inventory constraints from moving warehouses, were so sorry to confirm that we wont be able to fulfill some of the items from your orders. This was not our intention, and this is not the impression we'd like to leave with our valued Charmers!We understand why you feel disappointed. 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.Worry not, we've already refunded you for all the unshipped and out-of-stock items from your purchases, and you should see the funds returned within **** days depending on your bank. If your order included other items, rest assured that this wont impact the rest of your order from shipping.Also, for all the inconvenience you've gone through, we've issued you a $25 coupon that you can use toward an item of your choosing from The Boxy Shop, which includes the Drop Shop and Mega Drop Shop while its open.$25 coupon code: CS102225AZZ45010D7RR This coupon is valid for 60 days, 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!Please let us know if we can help with anything further, and thank you for being a member of our BoxyCharm community.We deeply apologize for this inconvenience. Your experience means the world to us, and we hope to Charm you at an upcoming shopping event very soon.

• Initial Complaint

  Date:10/07/2022

  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 with Boxy Charm on August 14, 2022. Two items were not included in my last received shipment. The items display on my Boxy Charm order list without a Tracking number, when I check my items list, and there is no shipping date. When I submit a help ticket, I am told the order has been delivered, when in fact, it never shipped. I would like to get a replacement or refund for the 2 items never sent or delivered to me. In addition, there is no way to contact Boxy Charm directly, other than using the Chat, which will reply with only a scripted auto response. Thank you.*********************************

  

  Business Response

  Date: 10/12/2022

  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. The Charmer experience means the world to us and we are so sad to have let you down this way. This is definitely not the experience we want you to have. We sincerely apologize if you felt that this concern hasn't been taken care of promptly.Due to unforeseen circumstances, we were unable to fulfill your Mega Drop Shop order #********** for your KVD Beauty - Epic Curl Vegan Lash Primer and ********************************* - ***************************** According to our records, we've issued a full refund for these products on October 7, 2022, amounting to $21.94 USD. Your refund should reflect in your account within **** days. We understand you were looking forward to receiving your items, and we want to assure you that wed replace them if we could. This experience is far from the norm, and we hope to have the opportunity to Charm you with a future store order very soon. Thank you so much for your understanding.If you have any additional questions or concerns, please reach out at any time and we'll be there.

  Customer Answer

  Date: 10/17/2022

   
  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:10/07/2022

  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 had countless botched orders from this company. There have been unreasonable amounts of missing items from my orders totaling hundreds of dollars. The only way to get my money back is to talk to a ridiculously infuriating robot that then has a customer service agent e-mail me and tell me they don't have a replacement and don't give refunds...I then have to demand to speak to a supervisor..because THATS STEALING. They are constantly advertising and taking customers hard earned money for products that they DO NOT have because they have sold out of them, with ABSOLUTELY NO INTENTION OF SENDING REFUNDS unless you deal with the infuriating, inconvenient process of trying to speak to a supervisor, and threatening to start a class action lawsuit! This previous order has led me to cancel my account. I was missing one item (as usual) and 2 items were damaged beyond use (totaling about $65). When I finally got ahold of a human, they told me to send photos of the damaged items (which I had already thrown out in the dumpster, but went and retrieved). I then sent the requested photos and retuned the damaged items and box to the trash. Ten minutes later I got ANOTHER email saying I need to take all the items out of the box and take photos of them next to the shipping label...which would have made a ridiculous mess in my house considered the damaged items were completely exploded all over the inside of the box and each other. I said absolutely not and demanded a supervisor...I then got BLOCKED and could no longer contact customer support. So I have literally been robbed. Like I said, I cancelled my account. But I am going to need a supervisor to contact me and give me the refund I deserve of the items that I paid for, and either did not received...or showed up damaged. They should not be able to conduct business like this. They are stealing from people. the order # (this time) is ********** The agent that blocked me without resolving my issue is named *************. plz hel

  

  Business Response

  Date: 10/13/2022

  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. The Charmer experience means the world to us, and we are so sad to have let you down this way. This is definitely not the experience we want you to have. We sincerely apologize if you felt that this concern hasn't been taken care of promptly by the previous representative. 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.According to our records, we've issued a refund of $87.20 USD on October 8, 2022, for your This Works - In Transit No Traces, ************************* SKIN CARE - Daily Hydrating Cream, and the ***** Beauty - Diamond Bomb All-Over Diamond Veil - Cognac Candy which was for your missing and damaged items under Mega Drop Shop order #**********. If it has not been credited to your account, you should see the funds returned within **** days depending on your bank. We've also included 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.$6 coupon code: CS1022065LBCVAGUV1BE This coupon is valid for 30 days, with free shipping included. To further make things right for you, 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 while its open.$12 Coupon Code: CS102212FG4SPR26G7EU Your coupon code is valid toward one Shop transaction through November 11, 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!You can trust that we are working hand-in-hand with the carrier to ensure the proper delivery of your Boxy. Rest assured that were closely monitoring our Charmers shipping experience and are working with our shipping partners to ensure smooth and safe delivery. Your feedback during this time is important to us!We are truly sorry for the inconvenience that this situation has caused you and we appreciate your feedback. If you have any additional questions or concerns, please reach out at any time and we'll be there.

• Initial Complaint

  Date:10/06/2022

  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 bought a bundle set on 8/15/22 and just received it 10/4/22 which was an issue all in itself but then the set was missing the item that was the full reason I got the bundle in the first place. I emailed boxycharm who then said sorry they are moving warehouses and gave me a credit of $6 when I explained that was unacceptable because I would not have spent $20 if that item wasnt in the set they said there was nothing more they could do. This is deceitful practices, a bait and switch. I would like a refund for the $19.99 I paid.

  

  Business Response

  Date: 10/07/2022

  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!
  
  Weve issued you a refund of $13.28 USD, and the funds should be returned within about **** days, depending on your bank. Together with the refund you've received amounting to $6.72 USD, this make a total refund of $19.99 USD for the Ultimate Hydration & Glow Skincare Bundle. A refund confirmation email should be in your inbox momentarily.
  
  We understand you were looking forward to receiving your item, and we want to assure you that wed replace it if we could. Thank you so much for your understanding.
  
  We understand how disappointing it is when things dont go as expected, so weve worked even harder to secure the lowest possible prices for the hundreds of products available to you with the code. Your code also includes free shipping. 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.
  
  To give you an example from previous stores, weve featured all-star, industry-leading brands like *********************, Tarte Cosmetics, ********************* Beauty, Fenty Beauty, Too Faced Cosmetics, and much more at exclusive deals.
  
  We truly hope that this has been a step in the right direction. Please don't hesitate to message us for further assistance.

• Initial Complaint

  Date:10/06/2022

  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.

  I signed up for this product at the beginning of the year, after the first three months, I requested a cancelation. Regardless the subscription was renew (even when the request was within the timeline). Another request was send in July and another in September. The company continues to charge my account. There is not a phone number for me to call and no one has responded to my emails.

  

  Business Response

  Date: 10/07/2022

  Hi Milenia,
  
  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.
  
  Also, we have searched our database but were unable to locate a previous cancellation email from you. In the future, if you do not hear from us, please check your Spam/Junk folders, just in case, and submit another inquiry by visiting our *********** as it is possible we have not received your email and we want to be sure your inquiries are responded to in a timely manner.
  
  Having reviewed your account, we can see that the subscription was renewed for an additional term because it was still on an 'Active' status on the renewal date. 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 full refund of $90.07 for all unshipped boxes. You should see the funds available within **** days depending on your bank. As a result, the subscription was canceled and will not renew for additional terms.
  
  We sincerely hope this helps. Please let us know if you have any further questions!

• Initial Complaint

  Date:10/04/2022

  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 been trying to cancel this subscription for several months. They require you to click through several screens to cancel and at the end you are told that you are not cancelled until you follow the emailed instructions, however they refuse to send the email or respond to inquiries. I have checked every folder in my email and nothing arrives. They make their service literally impossible to cancel because they do not follow through with the last steps needed, then they bill you and tell you that you didn't finish the process by the deadline. They are literally stealing my money with no way for me to stop them, I cannot even delete my credit card info from their website to get it to stop as that is also not an option. This is predatory at best, criminal at worst.

  

  Business Response

  Date: 10/04/2022

  Hi ********!
  
  Boxy here! We hope this email finds you well!
  
  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 want to make this right.
  
  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 understand that you weren't able to receive the confirmation email. 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.
  
  To prevent accidental or unauthorized cancellations, members are now required to confirm their subscription cancellation by clicking the link in their email. This is definitely not the experience we want you to have.
  
  Our goal is to continuously improve the membership experience while ensuring it's both secure and amazing. Thank you for understanding.
  
  Thank you for giving BoxyCharm a try. We hope to see you again one day!

  Customer Answer

  Date: 10/05/2022

   
  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:10/01/2022

  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 membership and the company never sends the confirmation email. Ive just my spam folder and nothing. Ive emailed them and I get a response that they have updated their system so obviously my email has no issue getting their emails. I looked at my bank account and sure enough they keep taking my money for a subscription I do not want anymore!

  

  Business Response

  Date: 10/03/2022

  Hi *******!
  
  Boxy here! We hope this email finds you well!
  
  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 want to make this right.
  
  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 understand that you weren't able to receive the confirmation email. 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!