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:09/01/2022

  Type:Billing 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.

  Requested this subscription cancelled each month for several months and the continue to charge me. They have responded to emails but do not cancel the account

  

  Business Response

  Date: 09/02/2022

  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 want to help, but we attempted to search for your account using the email address you reached out to us from and weren't able to locate one. We take your account security very seriously and kindly ask that you respond with all of the following information so that we may locate your account and assist you further:?? The full name and email address that you used to subscribe ?? The shipping address currently on the subscription ?? The payment method on the account. If it's a credit or debit card, please provide the last 4 digits and the expiration date of the card currently on the subscription. If it's PayPal, please provide your PayPal email address registered with BoxyCharm.We look forward to hearing from you!

• Initial Complaint

  Date:09/01/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried to cancel my two subscriptions multiple times and they purposely make it hard. It tells you that you have to confirm in the email sent but that email never comes and I check spam and promotional folders but its not there. I now have two subscriptions because they also make it confusing about how to get the luxe subscription and you think you can upgrade the premium but you end up with a second subscription for the base that can then be upgrade to luxe. I want to cancel both, and I want a refund for the charges from 9/1/22

  

  Business Response

  Date: 09/01/2022

  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. After reviewing your account, we see that you began the cancellation process, but it doesn't appear to have been finalized before subscription renewals began on the 1st of the month at 12 a.m. ET. To prevent accidental or unauthorized cancellations, we require that members confirm the cancellation of their subscriptions by clicking the link in an email that is sent as a final step of the cancellation process. If you dont see it in your inbox, our members are usually able to locate the email in their Junk or Promotional folders. We recommend checking these two folders, as well as any other folders that your inbox mightve rerouted the email to. The email will be called, Open to Complete Your Cancellation.Subscriptions must be fully canceled before the 1st of the month, 12 a.m. ET, to avoid being billed for that months box.We'd be happy to make a one-time exception to our usual policy and offer you a full refund for your renewal. You should see the funds back in your account within **** days depending on your bank. Please enjoy your September Base Boxy on us, no return required!Since your subscriptions are still Active and set to renew another term, weve gone ahead and canceled your memberships to prevent future subscription renewals.Additionally, since BoxyCharm Luxe is a quarterly upgrade to the BoxyCharm subscription, you must first have an active BoxyCharm subscription before being able to get Luxe.If you have an active Base subscription, log in to your account and click The Box > Luxe on the top menu bar (or visit www.boxycharm.com/boxyluxe directly). On that page, click the Join button and follow the steps until your spot is confirmed. Depending on when you join the Luxe Waitlist, your first Luxe box will either be a BoxyCharm Luxe box that replaces your Base box OR a Luxe Starter box that ships in addition to your Base box. Then, every March, June, September, and December moving forward, your Base box will automatically be upgraded to Luxe, and you'll receive one amazing Luxe box that replaces your Base box.Furthermore, it's not possible to upgrade the BoxyCharm Premium subscription to Luxe for now. On Luxe months (March, June, September, December), you must sign up to the BoxyCharm Base subscription while Luxe is still available and then **immediately** upgrade to BoxyCharm Luxe. We'll attempt to bill you within 24 hours if Luxe inventory is available. That way, you can get Premium and Luxe.**Be sure to cancel your Base AND Luxe subscriptions before each new month afterward to prevent being billed for Base.** Since Luxe is an upgrade to the Base subscription, canceling your Base subscription will automatically cancel your Luxe subscription. BUT, canceling your Luxe subscription will NOT automatically cancel your Base subscription.To learn more about Premium, check out our *********** articles here:https://bit.ly/3EgqPZ6 Thank you for giving BoxyCharm a try. We hope to see you again one day!

  Customer Answer

  Date: 09/02/2022

   
  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 agree that I was unable to finish the cancellation as the emails to finalize never came through and as I stated in my original complaint I did check the spam and promotional folders also. I do appreciate the fast response from Boxycharm with the appropriate resolution.
  
  Sincerely,
  
  ************************

• Initial Complaint

  Date:08/19/2022

  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 tried canceling my boxycharm subscription 4 or 5 times. Each time, I get a message on their site telling me that I have to click the link in the confirmation email, but they NEVER send me the email. I have also tried emailing support just to get a reply back letting me know that there are no live support and to use the cancelation process (which fails). There is also no support number to call to talk to a person.

  

  Business Response

  Date: 08/23/2022

  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 a fully online service, we don't offer a customer service phone number. Instead, we're available 24/7 by email, and we do our best to respond to all emails within 24 hours. We're here for you!
  
  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.
  
  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!
  
  Thank you for giving BoxyCharm a try. We hope to see you again one day!

  Customer Answer

  Date: 08/25/2022

   
  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:08/11/2022

  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 ordered boxycharm on August 1 2022 using the coupon boxy 50 for a half off price. It showed on the boxy site and it showed on PayPal but when I checked out it somehow charged me *****. I talked to boxy about this within 5 minutes. And I filed a complaint w PayPal. PayPal couldn't do anything but boxy did say they would do a one time refund but couldn't while a PayPal dispute was on going. I've emailed boxy about 10 times this week after the PayPal dispute closed to resolve this and they won't answer me. That's very unprofessional. I just want my half off. Shiena promised me a refund and I'm attaching the part of her email that says so. I tried to call them and Thier phone number is a dead end. Please help me get them to answer me.

  

  Business Response

  Date: 08/11/2022

  Hi *****,
  
  Boxy here, and we hope you're doing great!
  
  Thank you for bringing this to our attention through your complaint on the Better Business Bureau website. We cannot begin to stress how apologetic we are for the experience you had with us. Please know that we pride ourselves on creating a wonderful Charmer experience, and we would like to extend our sincerest apologies to you for the impression you have been left with.
  
  We're here for you and will do everything in our power to make this right.
  
  Don't worry, we've issued a refund of $14.88 from your original order. Youll be receiving a separate refund confirmation email, and should see the funds back in your account within **** days.
  
  We hope this helps and that you love your upcoming items! Let us know if you have any additional questions or concerns and well be there. ??

  Customer Answer

  Date: 08/12/2022

   
  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:08/08/2022

  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.

  Boxy Charm is a monthly cosmetic subscription service that has held my money hostage by making it impossible to cancel. I followed all the obtuse steps required on their website for cancellation and they said they would send a cancellation email to me to finalize cancellation, which they never did. They have provided no other way to cancel other than to receive that email and have discontinued use of their own email address, ******************************* for assistance.

  

  Business Response

  Date: 08/08/2022

  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 reviewed your account, and it looks like the cancellation email was sent successfully on August 8, 2022. If you dont see it in your inbox, they 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.No worries, one of the BoxyCharm representatives cancelled your **** and Luxe subscriptions. You will no longer be billed for future orders as of todays date, unless you rejoin.Please be reminded that 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'd be happy to make a one-time exception to our usual policy and offer you a full refund for your membership renewal for this month's box. You should see the funds back in your account within **** days depending on your bank. Please enjoy your August **** box on us, no return is required.Thank you for giving BoxyCharm a try. We hope to see you again one day!

• Initial Complaint

  Date:08/06/2022

  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.

  To whom it may concern,I had a monthly subscription with BoxyCharm for years. These past few months have been a NIGHTMARE trying to get my box(es) I paid for. Its August and I havent even received ****s box and Julys box as well. Theyre given me fake tracking numbers that arent moving. Im being told by their reps that theyll let me know when the boxes are going to be shipped. Ive asked them several times whats going on, now theyre ignoring my emails. Mind you when you sign up for these boxes they say that youll get them by mid month. I see other customers complaining about not receiving their box on time that month but no customers are several months behind. Like I explained to them I paid for those boxes and Im not getting them Ive already had them ship them to ******** and other locations where I dont live they think that this is clearly some kind of joke and its not a joke because what theyre doing is stealing by NOT giving me my items. Every month youre allowed to pick two items well the past few months I havent been getting those items because of how LATE theyre! Im mind boggled by how Ive been treated and told to just wait and keep paying for my subscription that I havent received in MONTHS. Im ready to take this to the news, will be my next course of attention. I have countless emails I have one tracking number for **** or Julys box I dont know but its a fake tracking number because it hasnt moved in over half a month and one of the boxes hasnt even been shipped out yet. Then I have countless emails of me trying to get my items and Im telling me just to wait.

  

  Business Response

  Date: 08/08/2022

  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.Again, we are terribly sorry to hear that you've been waiting for so long for your June and July Premium boxes. We can see that you were affected by the warehouse and shipping process delays.As much as we want to speed up and prioritize your boxes, we are really facing unexpected challenges right now. Rest assured that we are working diligently to get all packages back on track last month and this month.Nonetheless, upon checking our records, we can confirm that an agent already issued a full refund for your June and July Premium boxes in case you won't still receive them soon. The funds have been issued to your account successfully today, amounting to a total of $79.98 USD (worth two months of Premium boxes), and should be returned within about **** days depending on your bank.In the meantime, if you have any additional questions or concerns, please let us know, and well be there to assist!

  Customer Answer

  Date: 08/09/2022

   
  Complaint: 17681098
  
  I am rejecting this response because:

  Ive been PROMISED my items and that hasnt happened. Ive been waiting months when I should of been refunded for the time/inconveniences this company has put me through. Then giving me false tracking numbers that have been made and not a single movement for **** & Pitney ***** (June/July boxes.) Ive been with BoxyCharm for along time. You have customers complaining about their boxes being ***** days late **VER months. I dont like being lied too and you ONLY issued a refund when I stated what your doing is STEALING. Then advised Id be contacting the BBB and having my cousin bring this to the attention to your customers in the ** area where hes works at channel 7 news. I think customers and potential customers have the right to know exactly how they could be treated I feel like this is being drug on so long at a spitefulness when Ive asked numerous times to speak to a supervisor that has never been done not once Ive been promised that I would love what I was getting and how sorry you are with a six dollar gift card if thats not a slap in the face my times worth more than six dollars when Im having to email company nonstop looking for my items that I paid for and having to get a third party involved possibly another party. Ill be happy when I get my goods and an explanation why I was given fake tracking numbers to lead me to believe FINALLY the items I picked out were coming. Then I was told that my choice items were all gone. That Id love what was picked out nothing. By the time Julys box is pack my items will be given out to customers who had issues with their original boxes. When Im still WAITING on 2 of mine. If I can please get the items Ive been promised and lied to about several times it would be appreciated. Its 6 items per a box 2 I pick out monthly. Its been over 60 days, yet others have had their items buying more off the drop shop. Thats taking priority over my boxes that would take minutes to assemble. Ive worked in factories my entire life I know how it works. I dont enjoy games if I wanted those Id play with my 6 year old. Im being extremely blunt, not lying to you.

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

  

  Business Response

  Date: 08/11/2022

  To whom it *** concern:We just received an update from our assigned team and can confirm that your July ******* Boxy was reported as delivered on July 22, 2022 to the following address:**********, ************************************** Tracking Number: https://pitneybowes.shipment.co/track/92612927005761000000951824 As for your June ******* replacement box, we can see it was lost in transit. So sorry about that! Rest assured that we'll take care of everything. If you haven't already, we recommend checking with members of your household that *** have collected the box (your July ******* Boxy) on your behalf. Also, as mail carriers practice safe delivery protocols due to COVID-19, be sure to check your doorstep, driveway, gate, etc. for your Boxy. If you're still unable to retrieve your July ******* Boxy, please let us know, so we can go ahead and process replacements for your boxes. We look forward to your response!

• Initial Complaint

  Date:08/05/2022

  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 have on multiple occasions attempted to cancel my subscription I've emailed them and I'm still being charged and sent boxes. I have emailed them on multiple occasions also attempted to call the customer service line **************. This has been happening for over a year. No matter how many times I attempt to cancel continue to build me and send boxes. I could provide all the multiple emails if needed as proof including the responses from their employees back. All we ask moving forward is for this to be canceled. At one point I had attempted to block the payments from coming out but they sent a few boxes still and a **** and threaten to send to collections even after we had already attempted months before to cancel.

  

  Business Response

  Date: 08/08/2022

  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. As a fully online service, we don't offer a customer service phone number. Instead, we're available 24/7 by email, and we do our best to respond to all emails within 24 hours. We can only imagine how unnerving this whole experience has been for you, and this is not what we would want any of our Charmers to go through. Rest assured that making this right is our priority.We checked our records, and our team was able to locate two accounts with different email addresses. We've included further information below:?? Account 1 - Subscription status: Cancelled (Failed status)- Created on: March 25, 2018 - Name: ******************- Address: *********, ******,- Email address: g************[email protected] ?? Account 2 - Subscription status: Active (**** and Luxe subscriptions)- Created on: **** - May 19, 2019, Luxe - April 24, 2019 - Name: ********************- Address: *********, ****** - Email address: ************************** We can confirm that the charges and boxes you've been receiving originated from the second account, which has a typo on the email address. To prevent further additional charges, we went ahead and cancelled your **** and Luxe subscriptions under ************************** per your request. You will no longer be billed for future orders as of todays date, unless you rejoin.We'd be happy to make a one-time exception to our usual policy and offer you a full refund for your membership renewal for this month's box. You should see the funds back in your account within **** days depending on your bank. Please enjoy your August **** box on us, no return is required.Thank you so much for giving BoxyCharm a try. We hope to see you again one day!

• Initial Complaint

  Date:08/03/2022

  Type:Order 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 tried to cancel my subscription last month with BoxyCharm through their website before August 1st so I wouldn't get charged for a new box. I fulfilled ALL the steps they ask of you in their website in order to cancel. They said they would send an email to complete my cancelation. I NEVER received it. I still got charged on August 1st. I tried Again on August 3rd 2022 four times to cancel my subscription and received no email I checked my junk/spam and all folders. I have notice they have similar complaints from other costumers raising red flags. Please look into this business.

  

  Business Response

  Date: 08/03/2022

  To whom it may concern:
  
  We are terribly sorry to hear that you had trouble cancelling your account. This is definitely not the impression that we want Charmers to have. We're here to help.
  
  After reviewing your account, we can confirm that you began the cancellation process on July 29, 2022, 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 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.
  
  To prevent accidental or unauthorized cancellations, we require that members confirm the cancellation of their subscriptions by clicking the link in an email that is sent as a final step of the cancellation process. Subscriptions must be fully canceled before the 1st of the month, 12 a.m. ET, to avoid being billed for that months box.
  
  We'd be happy to make a one-time exception to our usual policy and offer you a full refund for your renewal. You should see the funds back in your account within **** days depending on your bank.Please enjoy your last Boxy on us, no return required!
  
  Since your subscription was still Active and set to renew another term, weve gone ahead and canceled your membership to prevent future subscription renewals.Thank you for giving BoxyCharm a try. We hope to see you again one day!

  Customer Answer

  Date: 08/04/2022

   
  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,
  
  ******** Childs

• Initial Complaint

  Date:07/27/2022

  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 am a small business owner of a *********** a makeup artist as well as an esthetician. Most of these products are horrible on the skin and carcinogenic. I have had allergies to numerous products. I have been trying to cancel in every way possible for over 6 months now. This is a horribly run company that avoids all contract or help with the customer. I would just like to be free of this subscription. I believe I should be refunded for the months of constant contact to end this subscription. I can provide proof of multiple contact attempts. Absolutely unreal.

  

  Business Response

  Date: 07/29/2022

  Hi Juliette,
  
  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're so sorry to hear that you experienced an allergic reaction to some of our products! We do our best to test our products on different skin types before we decide to feature products to reduce the chances of something like this happening. However, at this time, we're unable to customize our boxes to accommodate specific allergies. Since everyone's skin is so unique, we suggest that all Charmers review ingredients and patch tests before trying new products.
  
  Although we're not currently able to customize based on allergies, we'd love to do something for you in light of this experience. As a one-time exception, weve issued you a refund of $30.44 USD (worth one box), 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 have searched our database, but were unable to locate a previous email from you about the allergic reactions you experienced with us. We do our best to respond to all inquiries within 24 hours.
  
  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.
  
  Lastly, we can confirm that your subscription has been canceled per your request. You will no longer be billed for future orders as of todays date, unless you rejoin.
  
  We hope this information was helpful and are glad you reached out! Thank you so much for giving BoxyCharm a try. We hope to see you again one day!

• Initial Complaint

  Date:07/25/2022

  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.

  I have a month to month subscription for a basic box. I upgraded to premium (which now i regret) and I want to cancel the basic box. I have tried endlessly with no success. They say you have to finalize via an email they send. The emails all say the link expired. Even when I click within seconds of receipt. I tried chatting with them on ******** via a post and they say send a direct message i try and it's like they blocked me from being able to send message. It says something went wrong with each attempt. I believe their practice of not allowing consumers to terminate is intentional and illegal. I would like to terminate my basic monthly membership. I am stuck with the premium membership as I prepaid 6 months. I have no choice with that subscription. Unfortunately I wasn't aware of their unethical business practices.

  

  Business Response

  Date: 07/26/2022

  Hi *****,
  
  Thank you for contacting BoxyCharm. Thank you for bringing this to our attention through your complaint on the Better Business Bureau website. We're so sorry to hear that this happened. That isnt the experience we strive to offer, and were here to help.
  
  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. The link currently expires after 48 hours but you can request a new link by going through the cancellation process again if needed. Subscriptions must be fully canceled before the 1st of the month, 12 a.m. ET, to avoid being billed for that months box.
  
  To save you from the hassle, we went ahead and cancelled your Base subscription per your request. You will no longer be billed for your Base subscription as of todays date, unless you rejoin. In reviewing your account, we can see that your last Base box will be the July Base box.
  
  Your Premium subscription is still active, and you'll continue receiving your Premium boxes.
  
  Also, we're so sorry that we weren't able to follow up with the concern you sent to us via ********* In the future, we highly recommend sending us a DM with your email address in order to take a closer look and make things right for you. This is also to prevent posting personal information publicly (e.g., Email address and shipping address). We value your privacy and security and make sure that we make things right for you.
  
  We really appreciate your patience. Please reach out if you have any additional questions and well be there.

  Customer Answer

  Date: 07/27/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************