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:03/18/2025

  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 am presently a Ipsy Box subscriber and am a Canadian citizen. The app promotes "Gifting" a subscription, and allows Canadian customers to purchase this. What you don't see or pay attention to is the small print that advised that GIFT SUBSCRIPTIONS unlike subscriptions you sign up for ARE NOT SENT TO ******. I did not read this fine print, and did not think that an option to purchase their highly advertised option to GIFT a subscription would not be available for Canada given I have a subscription, in ******. When I contacted IPSY requesting a refund, they advised that they do not offer a refund, but I can gift the box to somebody in the **. I know nobody that lives in the **. So now I have $150 US worth of gift boxes that I can not use. ******************************************* Order # o_gegrsd-i-m6srgc58 Order date - 2/6/2025 Total - $50.00 US Funds Order # - o_wj11vz-i-m8c7mv3F Order date - 3/16/2025 Total - $105.00 US Funds

  

  Business Response

  Date: 03/25/2025

  Hi ******,
   
  Thank you for bringing this to our attention through your complaint on the Better Business Bureau.
  
  Currently, we don't offer phone support. The most effective ways to reach us at the moment are through email on our help site at *****************************, ******** Messenger by visiting this link: *****************************, or ******* DM @IPSYCare. Rest assured, we're fully committed to responding to our members within 24 hours.
   
  Now that we've gotten in touch, please know that I hear you, loud and clear! I'm here to help!
   
  I completely understand your disappointment since the tracking link of your order shows no movement. This is far from the IPSY experience we wanted you to have, and Ill make sure we take care of this right away. Your experience matters to us, and we want to ensure you feel heard and supported.
   
  According to our records, your February and March Glam Bags were marked "delivered":
   
  1. February 2025 Glam Bag (delivered on February 18th) - ****************************************************************************************;
  2. March 2025 Glam Bag (delivered on March 20th) - ******************************************************************************;
  
  IPSY and our shipping partners are doing their best to ensure that your order will arrive to you within 15 business days (excluding weekends and holidays) after the original shipment date. Your membership experience is our top priority, so when selecting our shipping partners, we take both delivery time and customer satisfaction into account. We're working hard to ensure quick delivery for all of our members.
   
  Dont worry; heres what I can do for you to make this right!
  
  ******, we want our members to be happy. Thank you for your patience. To help make up for this wait, I've added 1200 points to your account so you can choose a product from our points store to enjoy. Once redeemed, itll ship with next months subscription order. I hope you find something that you like!  
   
  I hope you will decide to stay with us!
   
  Please know that we care for you, and we want everything to be addressed, please feel free to reply to this thread so you can reach me directly, and Ill always help in any way I can.
   
  Have a wonderful rest of your day!
   
  With kindness,
  King
  IPSY Expert 

  

  Business Response

  Date: 03/26/2025

  Hello BBB Support, 

  ******** ********

  NS B2S0C5 ******
  Daytime Phone: *************
  E-mail: **************************

   

   

  Here is the correct response to sent to ********: 

  Hi ********,

  Thanks for reaching out on the Better Business Bureau website. We understand how disappointing this must be, especially since the gift subscription was available for purchase in ****** but can only be redeemed in the **** We know not having a refund option or someone in the **** to send it to leaves you in a difficult spot, and we truly appreciate you bringing this to our attention. We hear you, loud and clear! We're here to help!Our records show that we already processed a full refund on your card for the gift subscription and the funds have been released on our end. The amount of time it takes for your funds to be returned to you depends on your bank. I suggest that you reach out to your bank for more information.Please know that we care for you, and we want everything to be addressed, please feel free to reach out via our help site at ***************************** or social media channels if you have any other concerns, and we'll always help in any way we can.

  Have a wonderful rest of your day!?

  Warmly,

  Team IPSY

  

  Business Response

  Date: 03/27/2025

  Hello BBB Support, 

  ******** ********

  NS B2S0C5 CANADA
  Daytime Phone: *************
  E-mail: **************************

   

   

  Here is the correct response to sent to ********: 

  Hi ********,

  Thanks for reaching out on the Better Business Bureau website. We understand how disappointing this must be, especially since the gift subscription was available for purchase in ****** but can only be redeemed in the **** We know not having a refund option or someone in the **** to send it to leaves you in a difficult spot, and we truly appreciate you bringing this to our attention. We hear you, loud and clear! We're here to help!Our records show that we already processed a full refund on your card for the gift subscription and the funds have been released on our end. The amount of time it takes for your funds to be returned to you depends on your bank. I suggest that you reach out to your bank for more information.Please know that we care for you, and we want everything to be addressed, please feel free to reach out via our help site at ***************************** or social media channels if you have any other concerns, and we'll always help in any way we can.

  Have a wonderful rest of your day!?

  Warmly,

  Team IPSY

  Customer Answer

  Date: 04/09/2025

   
  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:03/17/2025

  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.

  Package not delivered, sitting in **********. since 3-7. The company will not respond to me with a phone number or a live customer service manager. Just keep telling me to use their bot. Delivery, Refund, and Cancelation after delivery of product paid for already

  

  Business Response

  Date: 03/26/2025

  Hi ******,
   
  Thanks for reaching out on Better Business Bureau website. 
   
  Currently, we don't offer phone support. The most effective ways to reach us at the moment are through email on our help site at *****************************, ******** Messenger by visiting this link: *****************************, or ******* DM @IPSYCare. Rest assured, we're fully committed to responding to our members within 24 hours.
   
  Now that we've gotten in touch, please know that I hear you, loud and clear! I'm here to help!
   
  I completely understand your disappointment since the tracking link of your order shows no movement. This is far from the IPSY experience we wanted you to have, and Ill make sure we take care of this right away. Your experience matters to us, and we want to ensure you feel heard and supported.
   
  According to our records, your February and March Glam Bags were marked "delivered":
   
  February 2025 Glam Bag (delivered on February 18th) - ****************************************************************************************;
  March 2025 Glam Bag (delivered on March 20th) - ******************************************************************************;
  
  IPSY and our shipping partners are doing their best to ensure that your order will arrive to you within 15 business days (excluding weekends and holidays) after the original shipment date. Your membership experience is our top priority, so when selecting our shipping partners, we take both delivery time and customer satisfaction into account. We're working hard to ensure quick delivery for all of our members.
   
  Dont worry; heres what I can do for you to make this right!
  
  ******, we want our members to be happy. Thank you for your patience. To help make up for this wait, I've added 1200 points to your account so you can choose a product from our points store to enjoy. Once redeemed, itll ship with next months subscription order. I hope you find something that you like!  
   
  I hope you will decide to stay with us!
   
  Please know that we care for you, and we want everything to be addressed, please feel free to reply to this thread so you can reach me directly, and Ill always help in any way I can.
   
  Have a wonderful rest of your day!???
   
  With kindness,
  King
  IPSY Expert 

  

  Business Response

  Date: 03/26/2025

  Hi ******,
   
  Thanks for reaching out on Better Business Bureau website. 
   
  Currently, we don't offer phone support. The most effective ways to reach us at the moment are through email on our help site at *****************************, ******** Messenger by visiting this link: *****************************, or ******* DM @IPSYCare. Rest assured, we're fully committed to responding to our members within 24 hours.
   
  Now that we've gotten in touch, please know that I hear you, loud and clear! I'm here to help!
   
  I completely understand your disappointment since the tracking link of your order shows no movement. This is far from the IPSY experience we wanted you to have, and Ill make sure we take care of this right away. Your experience matters to us, and we want to ensure you feel heard and supported.
   
  According to our records, your February and March Glam Bags were marked "delivered":
   
  February 2025 Glam Bag (delivered on February 18th) - ****************************************************************************************;
  March 2025 Glam Bag (delivered on March 20th) - ******************************************************************************;
  
  
  IPSY and our shipping partners are doing their best to ensure that your order will arrive to you within 15 business days (excluding weekends and holidays) after the original shipment date. Your membership experience is our top priority, so when selecting our shipping partners, we take both delivery time and customer satisfaction into account. We're working hard to ensure quick delivery for all of our members.
   
  Dont worry; heres what I can do for you to make this right!
  
  
  ******, we want our members to be happy. Thank you for your patience. To help make up for this wait, I've added 1200 points to your account so you can choose a product from our points store to enjoy. Once redeemed, itll ship with next months subscription order. I hope you find something that you like!  
   
  I hope you will decide to stay with us!
   
  Please know that we care for you, and we want everything to be addressed, please feel free to reply to this thread so you can reach me directly, and Ill always help in any way I can.
   
  Have a wonderful rest of your day!
   
  With kindness,
  King
  IPSY Expert 

  

  Business Response

  Date: 03/27/2025

  Hi ******,
   
  Thanks for reaching out on Better Business Bureau website. 
   
  Currently, we don't offer phone support. The most effective ways to reach us at the moment are through email on our help site at *****************************, ******** Messenger by visiting this link: *****************************, or ******* DM @IPSYCare. Rest assured, we're fully committed to responding to our members within 24 hours.
   
  Now that we've gotten in touch, please know that I hear you, loud and clear! I'm here to help!
   
  I completely understand your disappointment since the tracking link of your order shows no movement. This is far from the IPSY experience we wanted you to have, and Ill make sure we take care of this right away. Your experience matters to us, and we want to ensure you feel heard and supported.
   
  According to our records, your February and March Glam Bags were marked "delivered":
   
  February 2025 Glam Bag (delivered on February 18th) - ****************************************************************************************;
  March 2025 Glam Bag (delivered on March 20th) - ******************************************************************************;
  
  IPSY and our shipping partners are doing their best to ensure that your order will arrive to you within 15 business days (excluding weekends and holidays) after the original shipment date. Your membership experience is our top priority, so when selecting our shipping partners, we take both delivery time and customer satisfaction into account. We're working hard to ensure quick delivery for all of our members.
   
  Dont worry; heres what I can do for you to make this right!
  
  ******, we want our members to be happy. Thank you for your patience. To help make up for this wait, I've added 1200 points to your account so you can choose a product from our points store to enjoy. Once redeemed, itll ship with next months subscription order. I hope you find something that you like!  
   
  I hope you will decide to stay with us!
   
  Please know that we care for you, and we want everything to be addressed, please feel free to reply to this thread so you can reach me directly, and Ill always help in any way I can.
   
  Have a wonderful rest of your day!???
   
  With kindness,
  King
  IPSY Expert
  

• Initial Complaint

  Date:03/13/2025

  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 an Ipsy box under the premise I could pick what was in the box I could not. So I cancelled the box because of that. I was charged on the 3 cancelled on the 3rd and my refund took till the 5th to come thru. On the 6th of march I was the charged $37.30 even thought I had an email exchange with the company. So after I cancelled they then charged me again. If I had not checked my bank statements I would not have discovered the discrepancy. I told them numerous time I do not want their box as I could not customize it how it was promised. Id like a refund for what they charged me after I cancelled. I have confirmed with my bank that they charged me twice and only refund me once. The charges are not pending charges they are actual charges. It is very deceptive to charges a person after they have cancelled. The dates are included in the screen shot as well as them saying theyd give me a refund only to charge me the day after the refund (unauthorized charge)

  

  Business Response

  Date: 03/19/2025

  Hi *******, 
  
  Thank you for bringing this to our attention through your complaint on the Better Business Bureau.
  
  We completely understand how disappointing this situation is, and we can imagine how unsettling it must be to find unexpected charges after youve already canceled and were promised a refund. Its incredibly concerning to hear that youve had this experience, especially after clearly communicating that you didnt want the box. We want to assure you that this is not the standard of service we strive to provide.
  
  On March 2nd at 09:41 pm, you signed up for the BoxyCharm membership and were immediately billed $37.30 USD for your first order.
  
  As a kind reminder, we bill members right away when they sign up, rather than waiting to bill them until the last day of each month (when we usually bill all our current members with active subscriptions).
  
  On 03/03/2025 at 01:32 pm, our colleague, Riri, issued a refund of $37.30 for your first order, and the funds were released on our end.
  
  On 03/05/2025 at 09:08 pm, you were billed again for $37.30 for your order due to a system issue.
  
  No worries! Our records show that we already processed a $37.30 refund on March 16th, and the funds were released on our end.
  
  The amount of time it takes for your funds to be returned to you depends on your bank. We suggest reaching out to your bank for more information.
  
  You can also share this reference with your bank to help them trace the refund:
  
  ARN: 82305095063000046470724
  ARN: 82305095076000009946855
  
  Please know that we care for you, and we want everything to be addressed. Feel free to reply to this thread so you can reach us directly, and well always help in any way we can.
  
  Have a wonderful rest of your day!???
  
  With kindness,
  Team IPSY 

  Customer Answer

  Date: 03/19/2025

   
  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,
  
  Heather ***

• Initial Complaint

  Date:03/07/2025

  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.

  This company changed my shipping address without permission and now I can't get my order and this company isn't going to help.

  

  Business Response

  Date: 03/07/2025

  Hi ********,

  Thank you for bringing this to our attention through your complaint on the Better Business Bureau. We're so sorry your March shipment was shipped to an incorrect address! We know you're looking forward to receiving your bag, and we totally understand how you may be feeling about this.
  
  Rest assured that your address is now up-to-date for all future packages! We're also happy to confirm that you were issued a replacement, and it's already being prepped in our warehouse. A tracking email will be sent to you once your package ships, so be sure to keep an eye on your inbox for updates. ??
  
  ********, please know that well always have your back. You can rest assured that we stand by the quality of our service, and we will always offer replacements for undelivered orders at no cost to you (as long as it's within 45 days of the original date of shipment).
  
  Thanks for being patient! Please don't hesitate to reach out to us if you have any other concerns.

   

  Yours truly,

  Team IPSY

  Customer Answer

  Date: 03/25/2025

  They haven't fixed it. They sent me a replacement of used items. Nothing was sealed. The pallet was broken. Then when I brought it to their attention they sent the replacement to another address and will not get in contact with me. I do not live in ******* and I checked my profile it shows my current address and they still send it to that other address again twice. I am beyond disgusted. I got this because it was a birthday present to myself because no one gets me anything I have to do it myself and then this is how they treat me as a customer yeah they sent me a replacement of used items that is dangerous

  

  Business Response

  Date: 03/26/2025

  Hi ********,
  
  Thanks for reaching out on the Better Business Bureau website. We understand how disappointing this must be, especially since the gift subscription was available for purchase in ****** but can only be redeemed in the **** We know not having a refund option or someone in the **** to send it to leaves you in a difficult spot, and we truly appreciate you bringing this to our attention. We hear you, loud and clear! We're here to help!
  
  Our records show that we already processed a full refund on your card for the gift subscription and the funds have been released on our end. The amount of time it takes for your funds to be returned to you depends on your bank. I suggest that you reach out to your bank for more information.
  
  Please know that we care for you, and we want everything to be addressed, please feel free to reach out via our help site at ***************************** or social media channels if you have any other concerns, and we'll always help in any way we can.
  
  Have a wonderful rest of your day!?
  
  Warmly,
  Team IPSY

  

  Business Response

  Date: 03/26/2025

  Hi

  Please remove response we sent to member. This is incorrect ********. Apologies. Thank you!

  Best,

  Bekah

  

  Business Response

  Date: 03/30/2025

  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 sincerely apologize for your disappointing experience with your March BoxyCharm. We understand how frustrating it must have been when the ****** BEAUTY Goddess Eyeshadow Palette arrived damaged in your original order. To make matters worse, the issues with your replacementfirst being left open and then being sent to your previous addressonly compounded the issue.
  
  ********, your trust means so much to us, and we deeply regret that we didnt meet your expectations. We want you to feel valued and confident in your purchases with us, and its clear that we missed the mark here.
  
  Firstly, our warehouse team has standard packaging guidelines to follow. To ensure that all of the products are included in your shipments, our warehouse team is working hard to rigorously check each item and package them with care, and they always ensure that they meet the quality of the packages during the packing process. We've shared these thoughts with our warehouse and hope to avoid future issues with your shipments.
  
  Secondly, in order to ensure that our boxes are curated in the safest, cleanest, and most efficient way possible, we have a very strict system in place, and I can assure you that we would never send our members an item that has been expired, used, opened, or otherwise tampered with.
  
  ********, we appreciate you bringing the condition of the replacement order to our attention when it arrived. Rest assured that we're notifying our team about your case, and we will continue to track future occurrences if we hear from any other members. We work closely with our brand partners to make sure all of our products comply with industry standards.
  
  Meanwhile, as we've done my research, we noticed that your first replacement order was mistakenly sent to your previous address. We sincerely apologize for the inconvenience this has caused you.
  
  Don't worry, ********!
  
  A replacement was processed on March 25th, was sent to your current address and it's currently on it way to you!  According to the tracking, your estimated delivery date is April 4th while the 15th business days from the shipped date is April 17th.
  
  Just a heads-up, the date shown on the tracking and the date we've provided, based on our shipping timeframe of 15 business days, are both estimated. The tracking date is subject to change, and your replacement order may arrive on that date or earlier.
  
  Here's your replacement's tracking info for quick reference:
  ******************************************************************************************************
  
  Also, a full refund of $35.91 for your March box was issued on March 19th on your card ending in 5642 and the funds have been released on our end. I've attached a screenshot for your reference. The amount of time it takes for your funds to be returned to you depends on your bank.
  
  No worries!  You can definitely share the *** (Acquirer Reference Number) with your bank. This is a unique number assigned to the transaction that will allow your bank to locate the refund.
  
  Acquirer Reference Number (***): 24011345079500117703828
  
  ********, as a way to make it right and express our appreciation and a gift for your birthday, I've added a $25 coupon to your account.  Your coupon code is CSMGM8RXN36U, and it's valid for one transaction in our IPSY Shop through April 26th, excluding Add-Ons. 
  
  $25 coupon code: CSMGM8RXN36U
  
  You can take advantage of the $25 coupon and use this as a discount on your purchased items in our IPSY Shop. Happy shopping!
  
  Here are some coupon tips and reminders:
  
  If you are copying/pasting your code, please ensure there are no additional spaces before or after the code, since the coupon code won't be accepted this way. In any case an error occurs, please try typing the code out exactly as it appears. While doing this, keep an eye out for similar characters, such as:
  
  0's and O's
  I's and l's and 1's (which is i and L and the number 1)
  
  Even though your membership is canceled, ********, you can still redeem your coupon before the expiration date. Happy shopping!
  
  We know that the refund, replacement and $25 coupon wont fully fix things, but we really hope this helps ease your worries and makes your experience better. Above all, I hope it brings you some happiness!
  
  We're here to assist you with any further questions or concerns, ********.
  
  Warmly,
  Team IPSY

• Initial Complaint

  Date:03/04/2025

  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 accidentally signed up for ipsy and have been unable to cancel my membership. The website makes it impossible to cancel. I have emailed with customer care in December, January, and February. All these people said my account was closed and I'd never receive a charge again. Each month I'm charged! I want is to close my account and refund me for all months billed.

  

  Business Response

  Date: 03/04/2025

  Hi *****,
   
  Thank you for bringing this to our attention through your complaint on the Better Business Bureau.
  
  I completely understand your disappointment, especially after reaching out multiple times and still finding that your account hasnt been properly canceled. I can imagine how stressful it must be to continue being charged when you were assured that your account was closed.
   
  I also checked our records and see that you reached out last January about this. I'm really sorry that my colleague wasn't able to locate the other account and that only one account was canceled.
   
  I took a look at your account under ******************** and I can confirm that its still active, which is why you're still being billed for your subscription(s). As a kind reminder, cancellation requests must be made by noon PT the day before the 1st of the month to be effective for that month. Ive canceled all active subscriptions to prevent any further charges.
   
  I confirmed that we haven't received any payments for this month due to billing issues with your card. However, I've checked our records, and see that you were billed for February BoxyCharm.
   
  Ive also made an accommodation for you to our usual policy, and Ive issued refund for last months shipment. You should see the funds returned to your original payment method within 5-7 business days. If this charge is under dispute or review with your bank, well need to wait for your banks resolution before processing any outstanding actions.
   
  I hope this helped. Let me know if you have any additional questions, and Id be happy to help!
   
  P.S. If you'd like to learn how to cancel your subscriptions in the future, check out this link: ***************************************************************************************************************************
   
  Warmly,
  Team IPSY

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 23020392
  
  I am rejecting this response because: the emails show I've been requesting my account to be canceled this year numerous times.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 03/06/2025

  Hi *****,
  
  Thank you for bringing this to our attention through your complaint on the Better Business Bureau. That is not the experience we intended, and we're sorry that this happened. We want to assure you that we're committed to doing the best we can to fix any issues on our end.
  
  According to the screenshots you've provided, you responded to a marketing email since December 2024. As a kind reminder, that inbox isnt monitored and you may not have received a response. 
  
  We've done some research and we received the following payments for your orders: 
  
  December 2024 BoxyCharm - successfully billed $33.75 on 12/16/2024 at 12:10 pm
  January 2025 BoxyCharm - unable to collect payment due to billing issues with you card 
  February 2025 BoxyCharm - successfully billed $35.86 on 02/01/2025 at 07:22 pm [Refunded on 03/04/2025 at 06:58 pm] 
  March 2025 BoxyCharm - unable to collect payment due to billing issues with you card
  
  Weve made a special exception for you, and we've issued you a final refund of $33.75 for your December 2024 BoxyCharm. You should see the funds returned to your original payment method within 5-7 business days. If this charge is under dispute or review with your bank, well need to wait for your banks resolution before processing any outstanding actions. Please understand that this is an accommodation to our normal policy, and we may not be able to offer this again in the future.
  
  As a kind reminder, we already processed a $35.86 refund for your February 2025 BoxyCharm on 03/24/2025 and the funds have been released on our end. The amount of time it takes for your funds to be returned to you depends on your bank. I suggest that you reach out to your bank for more information.
  
  Rest assured that your BoxyCharm membership under ***************** has already been canceled, and you won't be billed for future shipments. 
  
  Please know that we care for you, and we want everything to be addressed, please feel free to reply to this thread so you can reach me directly, and Ill always help in any way I can.
  
  Have a wonderful rest of your day!???
  
  With kindness,
  Team IPSY 

  Customer Answer

  Date: 03/06/2025

   
  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:03/01/2025

  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.

  Tried to cancel a monthly subscription from ipsy since September of 2024. Called them , sent emails, sent letters but Instead they double charged me. I can no longer wear makeup due to my cancers. They owe me $120 plus interest. I am too sick to keep trying to get them to even answer me this is a bait and switch company too

  

  Business Response

  Date: 03/02/2025

  Hi ********,
  
  Thank you for bringing the charges and cancellation issue to our attention through your complaint on the Better Business Bureau website, and for giving us the opportunity to assist you.
  
  First, we appreciate you letting us know about your current health situation. I'm sending healing thoughts your way, and I hope you feel better soon.
  
  Wed also like to sincerely apologize if you feel your concerns havent received the attention and care they deserve. This is not the IPSY experience we intended for you, ********, and we will make sure we address this issue promptly. Your experience is important to us, and we want to ensure that you feel heard and supported.
  
  We've checked our records and it seems we havent received any recent messages from the email address youre using. If you replied to a marketing email, please note that that inbox isn't monitored, and you may not have received a response. Theres also a chance there was a glitch in our email portal or website when you reached out. I apologize for any inconvenience this may have caused.
  
  Don't worry, ********! Now that we are in touch, please know your concerns are my top priority, and Im here to help you.
  
  At the moment, we're primarily equipped to provide support through our automated chat bot (the Glam Bot), email and social media channels as we believe this allows us to offer the best customer care experience possible. Rest assured, we're fully committed to responding to our members within 24 hours.
  
  While we generally do not process refunds for orders, we made an exception for you. However, weve found that your bank dispute have impacted our ability to complete the refunds at this time.
  
  Currently, all your dispute are still under review. As a result, we are unable to proceed with the refunds until the disputes are resolved, both from your banks side and ours. The timing of the resolution is dependent on the outcome of the dispute, and we are closely monitoring the situation to keep you updated.
  
  We truly understand that this situation isnt ideal, ********, and we want to assure you that we are committed to working through it. We will reach out to you with any updates as soon as we have more information.
  
  Best regards,
  Team IPSY
  

  Customer Answer

  Date: 03/02/2025

  Ipsy responded today 3-2-25 per my email. They only responded after I filed with you. This non stop letter writing, emails, lmg on their phones they never answered. I will only accept a check sent to my address at this point. I am not willing to cancel my complaint thru my bank until they follow thru. The stress this has caused me as a cancer person is ridiculous. We're are into the 7 month of them just flat out ignoring me and double charging me. Rose vasalech 

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 23007440
  
  

  
  

  Ipsy responded today 3-2-25 per my email. They only responded after I filed with you. This non stop letter writing, emails, lmg on their phones they never answered. I will only accept a check sent to my address at this point. I am not willing to cancel my complaint thru my bank until they follow thru. The stress this has caused me as a cancer person is ridiculous. We're are into the 7 month of them just flat out ignoring me and double charging me. **** ********
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 03/04/2025

  Hi ****,
  
  Thank you for bringing this to our attention through your complaint on the Better Business Bureau. That is not the experience we intended, and we are sorry that this happened. We want to assure you that were committed to doing the best we can to fix any issues on our end.
  
  We cant imagine how incredibly frustrating and stressful this situation has been for you, especially given the added health challenges youre facing. Were truly sorry youve had to go through this for so long, and we deeply appreciate your patience in trying to resolve this. We're sending healing thoughts your way and we hope you feel better soon.
  
  The most effective ways to reach us at the moment are through email on our help site at *****************************, ******** Messenger by visiting this link: *****************************, or ******* DM @IPSYCare.
  
  It looks like we havent received any recent messages from the email you provided, but it appears that our colleague, Irysh, sent you an email regarding your complaint we received through the Better Business Bureau website. If you responded to a marketing email, that inbox isnt monitored, and you may not have received a response. Its also possible there may have been a glitch in our email portal or website when you wrote in.
  
  When we process a refund, we have a tool that allows us to issue it directly without needing to involve your bank. However, when a dispute has already been initiated, our system requires us to wait until the dispute is resolved before we can take any further action. Since the dispute with your bank was processed before we could issue the refund, we are currently unable to process the refund on our end until the bank has resolved the dispute. Once your bank has resolved the dispute, we will be able to proceed with any outstanding actions and issue the refund.
  
  No worries, ****! Our colleague, Irysh, is closely monitoring the ongoing dispute. Once the dispute process is complete and we receive an update from your bank, she will make sure to reach out to you with the next steps.
  
  Thank you for your patience as we work through this.
  
  Warmly,
  Team IPSY

  Customer Answer

  Date: 03/05/2025

  I am too sick to keep playing games. This has been going on for 7 months. The bank will not close the dispute until you give me my money. You should have responded to my letters etc. I have a copy of each and every letter etc. instead you made me file a complaint with my bank and the BBB. Just give me my money now. I don't want to get my cousin who is a lawyer but I will. Just do the right thing and let me rest in peace. 3-5-25 Rose vasalech 

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 23007440
  
  I am too sick to keep playing games. This has been going on for 7 months. The bank will not close the dispute until you give me my money. You should have responded to my letters etc. I have a copy of each and every letter etc. instead you made me file a complaint with my bank and the BBB. Just give me my money now. I don't want to get my cousin who is a lawyer but I will. Just do the right thing and let me rest in peace. 3-5-25 **** ********
  
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 03/07/2025

  Hi ********,
  
  Thank you for bringing this to our attention through your complaint on the Better Business Bureau. We understand how exhausting it must be to deal with both your health and this ongoing issue.
  
  We sincerely apologize for the frustration caused by the delay in resolving your dispute! Please know that we take your concerns seriously, and well always do everything we can to resolve this for you.
  
  As you may already know, once a dispute has been initiated, our system requires us to wait for its resolution before taking any further action. Since the dispute with your bank was filed before we could process the refund, we are unable to issue the refund until the bank has resolved the dispute.
  
  With that being said, we're unable to proceed with any necessary actions and process your refund at this time. Please don't worry, ********! Were closely monitoring the status of your dispute, and someone from our team will reach out to you as soon as we have any updates on the outcome.
  
  We're so sorry again for any inconvenience, but we truly appreciate you for being patient!

   

  Yours truly,

  Team IPSY

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 23007440
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:02/23/2025

  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.

  January 2025 I ordered a product from their website. It's been in packing stage since Febuary 5th...almost a month ago. You can not reach out to them on their website...no email or phone number. They provide no tracking number.They did get paid by my bank...$15.I think they are scamming people. I would like a refund.Thanks

  

  Business Response

  Date: 02/23/2025

  Hi *****,
  
  Thank you for bringing the refund issue to our attention through your complaint on the Better Business Bureau website, and for giving us the opportunity to assist you.
  
  First, wed like to sincerely apologize if you feel your concerns havent received the attention and care they deserve. This is not the IPSY experience we intended for you, Cammy, and we will make sure we address this issue promptly. Your experience is important to us, and we want to ensure that you feel heard and supported.
  
  We can assure you that were definitely not a scam, and we sincerely apologize if we ever made you think otherwise. *****, we have millions of members all around the country. We're working hard to bring the best in beauty to individuals across **************
  
  At the moment, we're primarily equipped to provide support through our automated chat bot (the Glam Bot), email and social media channels as we believe this allows us to offer the best customer care experience possible. Rest assured, we're fully committed to responding to our members within 24 hours.
  
  Cammy, weve done some research, and heres what we found out.
  
  On February 16th, we received $11.14 (after a $5 discount) as your first payment (on the day you signed up) for your February Glam Bag. *****, we bill our members right away when they sign up or rejoin, rather than waiting to bill them until the last day of each month (which is when we usually bill all of our members at once).
  
  Since you signed up in mid-February, your order shipped a bit later than usual, but rest assured that your first bag is now being prepped for shipment!
  
  Cammy, we understand your confusion regarding the '02/05-02/10 Assembly' timeline on your account. We'd be happy to clarify that all members see the '02/05-02/10 Assembly' on the Glam Bag homepage on ************************ as part of our timeline process, whether you were billed mid-month or at the start of our normal billing cycle, which begins on the last day of the month.
  
  Don't worry, Cammy!
  
  You'll expect to receive an email with your tracking info in the next few days and your order should arrive no later than 15 business days (not including weekends or holidays) after it shipped.
  
  We don't usually offer refunds on orders, but we definitely understand why this concerns you, so we're happy to make an accommodation for you, just this once. We've issued you a $11.65 refund, and you should see the funds returned to your original payment method within 5-7 business days. *****, the refund that we've issued today is a special exception to our usual policy, and we may not be able to offer this again in the future.
  
  Your Glam Bag will still be shipped to you, Cammy and please feel free to keep the bag, on us!
  
  We hope our explanation clears any confusion, Cammy. If you need anything else, please reach out at any time and well be there.
  
  Warmly,
  Team IPSY

  Customer Answer

  Date: 02/24/2025

  I did receive their response. A lot of what they said is not true.I sent my payment and order in January for a product called a January glam bag. Well, it is at the end of January, and I still didn't receive it.

  They have no contact phone number, no tracking number...no way to contact them. 

  After I read many complaints about them, I just knew this company was trouble.

  They have promised to send my order ...they have already received my money. If not, I will contact BBB again.Thank you for your help.

   

   

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22979043
  
  

  I did receive their response. A lot of what they said is not true.I sent my payment and order in January for a product called a January glam bag. Well, it is at the end of January, and I still didn't receive it.

  They have no contact phone number, no tracking number...no way to contact them. 

  After I read many complaints about them, I just knew this company was trouble.

  They have promised to send my order ...they have already received my money. If not, I will contact BBB again.Thank you for your help.

   

  
  

  
  Sincerely,
  
  ******* Adder

  

  Business Response

  Date: 02/26/2025

  Hi *******,
  
  Thank you for bringing this to our attention through your complaint on the Better Business Bureau. That is not the experience we intended, and we're sorry that this happened. We want to assure you that we're committed to doing the best we can to fix any issues on our end.
  
  Firstly, the most effective ways to reach us at the moment are through email on our help site at *****************************, ******** Messenger by visiting this link: *****************************, or ******* DM @IPSYCare.
  
  Secondly, you signed up for the ******** membership on 02/16/2025 at 11:14 am.
  
  You were immediately billed for $11.65 for your first February Glam Bag. We bill members right away when they sign up, rather than waiting to bill them until the last day of each month (when we usually bill all our current members with active subscriptions).
  
  Your first February Glam Bag was shipped on February 24th and was marked "delivered" on February 26th.
  
  Heres the tracking link: ***********************************************************************************
  
  We hope you love your products this month.
  
  Thirdly, we already processed a $11.65 refund on your card ending in 2254 on February 23rd, and the funds have been released on our end. Youre welcome to keep the February Glam Bag on us!
  
  The amount of time it takes for your funds to be returned to you depends on your bank. We suggest that you reach out to your bank for more information.
  
  You can also reach out to your bank about the refund, along with the *** or Acquirer Reference Number, to help them trace the refund.
  
  Acquirer Reference Number (***): 82305095055000043742414
  
  We hope this helps!
  
  Lastly, if you think that you were billed for the ***************** could you please send us the following info?
  
  -A screenshot of the charge
  -The billing zip code
  -The name on the card
  -The first 6 and last 4 digits of the card on the account that youre seeing a charge
  
  Once we have this info, we can look into this further. We look forward to your reply!
  
  Thanks for your patience and kind understanding!
  
  With kindness,
  King
  IPSY Expert
  

  Customer Answer

  Date: 02/28/2025

   
  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,
  
  ******* Adder

• Initial Complaint

  Date:02/20/2025

  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.

  Something is wrong with the website. I'm trying to cancel but it keeps saying my password is wrong on the screen that forces me to re enter it to ********* isn't wrong. It works fine to log in.

  

  Business Response

  Date: 02/23/2025

  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.
  
  First, we sincerely apologize for the difficulties you encountered when attempting to cancel through our website.
  
  Don't worry, ********!
  
  We've canceled your subscription, and you won't receive any more shipments as of next month.
  
  Let us know if you have any additional questions, and well do our best to help.
  
  Best regards,
  Team IPSY

  Customer Answer

  Date: 02/23/2025

   
  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:02/07/2025

  Type:Customer Service 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.

  1/9/25 I was charged the amount of $136.74 for merchandise I did not authorize. Items were sent to my house I returned to sender and tried to contact a human to talk to and was not successful. I am giving the run around with an AI robot. I am out of this money and merchandise that is not in my possession. I spoke to my bank and they referred me here.

  Customer Answer

  Date: 02/08/2025

  I have contacted the business via email and was sent this message. I sent the package back to sender and my bank has notified me they will close the case because the business said they do not accept refunds. I do not have the merchandise in my possession. Why am I at a loss of money of the package was sent back to them. My bank said if they allow me to have a credit they will refund me the money. This is unfair because I did not authorize the purchase of add ons that they keep referring to. 

  

  Business Response

  Date: 02/12/2025

  Hi *******, 
  
  Thank you for bringing this to our attention through your complaint on the Better Business Bureau.
  
  We understand the disappointment regarding the unauthorized charge for your Add-Ons purchase in your recent IPSY monthly shipment, amounting to $136.74. While we generally do not process refunds for orders, we made an exception and attempted to process a refund as a gesture of goodwill. However, weve found that your bank dispute has impacted our ability to complete the refund at this time.
  
  Currently, your dispute is still under review. As a result, we are unable to proceed with the refund until the dispute is resolved, both from your banks side and ours. The timing of the resolution is dependent on the outcome of the dispute, and we are closely monitoring the situation to keep you updated.
  
  We truly understand that this situation isnt ideal, and we want to assure you that we are committed to working through it. We will reach out to you with any updates as soon as we have more information.
  
  Thank you for your understanding. If you have any further questions or need assistance, please dont hesitate to contact us. We truly appreciate your continued support and hope to resolve this as quickly as possible.
  
  Warm regards,
  Team IPSY 

  Customer Answer

  Date: 02/12/2025

   
  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,
  
  ******* Saint *****

• Initial Complaint

  Date:02/06/2025

  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 was charged for an annual subscription which I cancelled and disputed with Citi. **** resolved the dispute in favor of IPSY and I reached out to IPSY and said I cancelled the subscription and they said it had looked like I reactivated my account on the day I cancelled it, 12/6/2024. I have an email that says it was cancelled on 12/6, a screenshot of my account that shows the status as not active. Ipsy sent me an email to "complete my January box" which I did not do because I knew I cancelled it and they shipped it anyway. I contacted IPSY and in an email they stated that they refunded my money but it would take 5-7 business days to post. I recontacted the merchant after two weeks and they said they couldn't refund the money because there was an active dispute with citi, which there is not, because it was "resolved" in early January. Again, they said it would have to be handled with **** directly. I contacted citi by phone and the agent was uninterested in helping me and said I would have to handle this issue with the merchant. One IPSY agent said I would receive a refund and another said they could not process it. This is unacceptable.

  

  Business Response

  Date: 02/10/2025

  Hi ********,
  
  Thank you for bringing the refund issue to our attention through your complaint on the Better Business Bureau website, and for giving us the opportunity to assist you.
  
  First, wed like to sincerely apologize if you feel your concerns havent received the attention and care they deserve. This is not the IPSY experience we intended for you, ********, and we will make sure we address this issue promptly. Your experience is important to us, and we want to ensure that you feel heard and supported.
  
  We have reviewed our records and can confirm that we received the payment dispute you submitted to your bank regarding the annual BoxyCharm charge on December 23, 2024. As of today, February 10th, the dispute is still ongoing and under review by your bank.
  
  This is why the refund attempt made on January 21st was unsuccessful, and we are unable to proceed with the refund until the review is completed. According to most banks' processing times, this may take up to 7 business days.
  
  Don't worry, ********!
  
  Once the dispute is resolved, we will process the amount mentioned in your initial interaction with one of our IPSY Care team members, as promised.
  
  Rest assured that your issues are not being neglected, ********. We appreciate your patience and understanding.
  
  Best regards,
  Team IPSY
  

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22909924
  
  I am rejecting this response because: as they stated in their response to my complaint, According to most banks' processing times, this may take up to 7 business days it has been well over 7 business days and I am yet to see this refund. I am no longer receiving the subscription service and have not received a refund. 
  
  Sincerely,
  
  ******** ******* *******

  

  Business Response

  Date: 02/17/2025

  Hello ********,
   
  Thank you for following up on the status of your annual refund and for sharing your feedback about the initial response from one of our IPSY Care team members.
   
  Don't worry, ********! We received the screenshot of the communication from your bank.

  We've coordinate with the designated team to resolve the issue internally and will follow up with you once we hear back from them. We want to assure you that we are actively working to find the best possible resolution for your concern and that your issues are not being neglected.

  We appreciate your patience.

  Bes regards,

  Team IPSY