Complaints
This profile includes complaints for IPSY's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 559 total complaints in the last 3 years.
- 78 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:09/29/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Boxy Charm is refusing to refund me despite me not receiving anything. It has been 18 days since my initial order which is past the 15 days listed on the website per the attached website literature. They have no phone number to call for these issues, only emails that take over a day for a response. They still have no ship date for me. The "September" box has not shipped and tomorrow is the last day of September. I feel these business practices are unethical and I just want my money refunded for both orders. I have one order for $134.36 and one for $43.39.
Business Response
Date: 09/30/2022
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 peeked into your account and see that your Drop Shop order #********** is currently processing, so it should be on its way very soon. You'll receive a tracking email as soon as your order is ready to Charm you.
Please know that Drop Shop orders ship through the following month from when the store is featured (for example, orders placed in January ship through February). Rest assured that you'll receive a separate tracking email as soon as your order is ready to Charm you. Please note that it may take multiple shipments to complete your order. If your order is split into multiple shipments, you'll receive a tracking number for each shipment, and your tracking email(s) will list the items that were shipped within that package.
In the meantime, we took a careful look at your September Premium box and 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.
Additionally, we would like to remind you that all purchases are considered final at the time they are placed, and we are unable to offer refunds or exchanges. Thank you for your understanding.
To make this up to you, were gifting you a $12 store credit that will allow you to purchase the perfect replacement item from The Boxy Shop, which includes the Drop Shop while its open.
$12 Coupon Code: CS092212A8T6EST24G0N
Your coupon code is valid toward one Shop transaction through October 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.
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 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:09/28/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On September 2, 2022 I signed up for Boxycharms subscription plan. My package was to be sent to me within 10 business days. It is not September 28, and not only has my product not arrived I am unable to reach customer service after several attempts and I am unable to cancel my subscription. Due to their lack of response and delay in delivering the product I wish to cancel my subscription. I am unable to do so as the final step involves an email sent by BoxyCharm that does not get sent, Ive checked all my folders and requested said email at least 3 times.Business Response
Date: 09/29/2022
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.
We are so sorry to hear that you have not received your September Premium box yet!
Our records indicate that your box was mailed out earlier this month, however, no additional tracking activity is available from our shipping partner at this time. We are working hand-in-hand with the carrier to ensure the proper delivery of your Boxy.
Although we're unable to speed up the delivery of your box, weve issued you a full refund of $42.79 USD, and the funds should be returned within about **** days depending on your bank. A refund confirmation email should be in your inbox momentarily.
Also, we see that you began the cancellation process, but it doesn't appear to have been finalized. So sorry about that!
Don't worry, weve gone ahead and canceled your membership to prevent future subscription renewals.
We hope to see you again one day!Initial Complaint
Date:09/23/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I tried to cancel my subscription by sending an email to ******************************* and putting UNSUBSCRIBE in the subject line. This is the process described on their website. The email failed. I got the following:Message not delivered There was a problem delivering your message to *******************************. Contact the remote server administrator for details.Business Response
Date: 09/23/2022
Hello Charmer,
Thank you for taking the time to reach us and provide feedback about your experience through the Better Business Bureau.
We're so sorry to hear that this happened. That isnt the experience we strive to offer, and were here to help.
In order for us to assist you, kindly contact our customer service team. Visit our website ****************************** and scroll to the bottom of the page. You can select the 'Help' option under 'Support' which leads you to our **************** page. Kindly select 'Ask BoxyBot' and BoxyBot will assist you with opening a ticket. Allow our team 24 to 48 business hours to provide a response to your inquiry.
We look forward to hearing from you!Initial Complaint
Date:09/22/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This month, September 2022, I subscribed to Boxycharm Luxe bc I was told I would get the ********************* Zendo palette. I didn't receive the palette. I contacted them and asked for a refund OR the palette they promised. I was told they ran out and substituted other item. It didn't say you'll get the palette UNLESS we run out. It said I WOULD get the ** Zendo palette! This is fraud!Business Response
Date: 09/23/2022
Hi *****,
Thank you for bringing this to our attention through your complaint on the Better Business Bureau website. Were so sorry to hear that your Luxe box this month didnt meet your expectations. That isnt the experience we strive to offer, and were here to help.
We see that this months featured Fall Luxe box became unavailable due to high demand, and you were matched with a fan-favorite variation of the box that our personalization database determined was your best match. We do our best in these cases to send an equally amazing box that we think youll love, and we hope you still give these all-star products a try!
We'd be happy to make a one-time exception to our usual policy and offer you a full refund for your Luxe box this month. You should see the funds back in your account within **** days depending on your bank.
Rest assured that youll be receiving the featured monthly box moving forward while inventory is available. We look forward to delighting you with many amazing products to come!
Please let us know if theres anything else we can help with, and thank you for being a member of BoxyCharm.
Best,Initial Complaint
Date:09/20/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
It was my first month subscribing to Boxycharm. I was billed august 30th and it said online My order would have been shipped **** days within being billed. I messaged the company and they said my order number didnt exist. Its currently August 20th and I still have no trace of my order. Extremely disappointed and if I dont receive my box I will dispute with my credit card. Seems like a scam and communication is horrible.Business Response
Date: 09/21/2022
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.
Upon checking on your account, your order #********** or September Premium box, is currently processing. You may also check your order status and locate tracking numbers on the My Items page of your account.
Furthermore, we've checked our records, and it looks like you missed our email regarding your concern. Please be sure to check your Spam/Junk folders just in case. In the meantime, we've attached the response for your reference.
_______________________________________
Hello Charmer,
We're reaching out to confirm that your September box will be on its way to you very soon! Processing took a bit more time than we anticipated, and we're so sorry for the wait. Your tracking email will be in your inbox ASAP and by no later than the end of next week. Please be sure to check your Spam/Junk folder just in case.
We know your Boxy is important to you, and we want to assure you that delivering you Boxys you'll love in a timely manner each month is our highest priority.
Thank you so much for your patience, and a special thank you for being a Charmer. We hope you love your Boxy!
_______________________________________
We hope this was helpful, and please do not hesitate to email us if you need further assistance.Initial Complaint
Date:09/19/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed an order with the company on 8/15/22 and still have not received any further update (shipping). I wish to cancel the order because I am still paying payments on these items I have not received and am unable to resolve the issue after multiple attempts to reach a customer support person.Business Response
Date: 09/19/2022
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 all orders are final once placed and can't be canceled after that time. For this reason, we're unable to offer a refund, return, or exchange on this order. Thanks for understanding!
For more information about our policies, please visit support.boxycharm.com
No worries! We peeked into your account and see that your Drop Shop order #********** is currently processing, so it should be on its way very soon. You'll receive a tracking email as soon as your order is ready to Charm you.
Mega Drop Shop orders ship through the following month from when the store is featured. Please note that it may take multiple shipments to complete your order. If your order is split into multiple shipments, you'll receive a tracking number for each shipment, and your tracking email(s) will list the items that were shipped within that package.
We hope this helped and that you love your items! Let us know if you have any additional questions, and we'll be there.Initial Complaint
Date:09/13/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I've tried to cancel this subscription over a month now and once I follow steps they say I can't cancel until i confirm with the email link they sent me. I never received the email. I've reached out to support and they never responded to my request. They continue to bill me. I don't want this subscription anymore.Business Response
Date: 09/13/2022
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, 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.
Sometimes, cancellation emails 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.
We'd be happy to make a one-time exception to our usual policy and offer you a full refund for your September 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: 09/14/2022
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:09/09/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been subscribed to the BoxyCharm Base Box since August 2020 and have been trying to cancel my subscription for months now. I visited my account on their website and clicked "Cancel Subscription". I have been told multiple times that they sent me an email to finalize my cancellation, but I never receive anything. Yes, I have checked my Primary, Spam, Promotions, and Social folders and nothing. I sent multiple emails to ******************************* with the subject line "UNSUBSCRIBE" and get a "message failed" response every time. I called the phone number on their website and the prerecorded message said to check their website. I just want them to cancel my subscription. I simply just have acquired too much makeup and would like to stop being charged every month for a box I cannot enjoy anymore. My account is under the email I used to process this complaint.Business Response
Date: 09/09/2022
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. If you dont see the cancellation confirmation email in your inbox, our members are usually able to locate the email in their Junk or Promotional folders. Sometimes the cancellation confirmation email can end ** in your spam folder if you dont have *************************************************** marked as a safe sender.
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 of $29.95 USD 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: 09/09/2022
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. I checked my BoxyCharm account and have finally been successfully cancelled from the subscription. Thank you.
Sincerely,
*******Initial Complaint
Date:09/02/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I closed my membership with the help of the company over a month ago. I was advised the acct was deactivated and I could not use the perks and benefits of the shop, I understood. A few days ago I got a charge for 44 dollars showing boxycharm membership. I reached out to the company and received a generic response stating I was shopping in the online store. I advised I had to reactive my account and I was. It aware my card was still saved online or that my acct was active. I requested a refund the company has left me on read for two days now. I have sent DMs commented on their post sent an eml requesting help and no response. I feel I have been scammed and I dont know what else to do.Business Response
Date: 09/06/2022
To whom it may concern: Thank you for bringing this to our attention through your complaint on the ************************** website and for giving us this opportunity to assist you. Your experience is very important to us, and we understand your frustrations. We can confirm that your subscription has been canceled per your request on July 1. Also, we checked your account, and we can confirm that you've purchased a Drop Shop order #********** on August 31 amounting to $44.87 USD.Please know that all orders are final once placed and can't be canceled after that time. However, as a one-time exception, weve issued you a full refund of $44.87 *** for this order. You shouldve received a refund confirmation email, and the funds should be back in your account within **** days depending on your bank. Again, we deeply apologize for any inconveniences caused! If you have any additional questions or concerns, please reach out at any time, and we'll be there. Thanks for being a member of BoxyCharm. ??Customer Answer
Date: 09/06/2022
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:09/01/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been trying to cancel my subscription to boxy charm since the beginning of May of 2022. They will not send me the confirmation email to confirm and finalize cancellation. I have verified my email and account info. I have messaged over 10 times attempting to cancel this service. I also walked through the instructions on their webpage for cancellation (see attachments). I even went as far as to let my card on file expire. AND THEY STILL CHARGED ME. I AM LIVID with the standard of business practice. I am LOCKED into a subscription I do not want and have lost over 100 dollars in the process. I have tried every avenue to cancel and remove my information from their business platform and have been unable to do so.Business Response
Date: 09/06/2022
Hi *****, We hope this email finds you well! We are reaching out to you regarding your recent concern about your cancellation request via **************************.After reviewing your account, we can see that you only began the cancellation process today. We're sorry you weren't able to finalize your cancellation 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!Thank you for giving BoxyCharm a try. We hope to see you again one day!
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.