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:01/23/2025

  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.

  My sister in law purchased three separate 3-month subscriptions for my 3 daughters for Christmas. She did this in three transactions - each with their specific names, but all under my email address given they are minors. Once I tried to activate each one, I realized that Ipsy only allows you to have one subscription active at a time under the same email address. I quickly messaged them the day after Christmas to get my issue resolved. They take 2-5 days to respond to each message. They said there is nothing they can do because their system does not allow them to have separate accounts with one email address. And they told me they issue no refunds. Its hard for me to believe that in 2025 they cannot figure out how to resolve this issue. As of right now, they told me I will get 9 months of subscription boxes instead of 3 for 3 months. Im fed up with their slow response times and lack of customer service.

  

  Business Response

  Date: 01/27/2025

  Hello *****,
  
  Thank you for bringing this to our attention through your complaint on the Better Business Bureau website and for giving us this opportunity to assist you.
  
  First, we sincerely apologize for the multiple delayed responses you experienced when you reached out to us. Due to the complexity of the issue, we have to reach out to the designated team to resolve it internally, which caused the delay in our response.
  
  *****, based on our records, the three gift subscriptions were redeemed under ********* The three sets of 3-month Glam Bag gift subscriptions have been combined, and ****** has now has a total of 9 months' worth of Glam Bag gift subscriptions.
  
  At this time, we're unable to reroute the two gift subscriptions to ****** and ******, as both have already been fully redeemed. We can see how this may have fallen short of your expectations, *****. We want you to know that your feedback is valuable, and well make sure its passed along to the team to improve the experience moving forward.
  
  We highly suggest reaching out your sister-in-law's financial institution for further assistance with the two charges.
  
  Thank you for your understanding, *****. Have a wonderful rest of your day!
  
  Warmly,
  Team IPSY

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22851103
  
  I am rejecting this response because: When my sister in law sent these gifts to my daughters in december, she did it in 3 separate transactions, so I received 3 separate emails (to my email address) with each of their names on it. Naturally, I clicked on "redeem gift" for each one because I assumed your system was smart enough to be able to connect 3 different accounts to one email address (as most systems are). I did ******** first and then when I clicked on the other 2 girls, it kept defaulting to my ******** account and that's when I got confused and frustrated and reached out to you on December 26th. It is VERY hard for me to believe that you can't go into the back end of your server and either re-route the other 2 subscriptions to a different set of email addresses that I could provide you OR refund the other 2 subscriptions so that we could start over with ****** and ****** and create new accounts for them/re-buy the subscriptions. For a company that seems to be 100% online, I am not sure how this has been such a big oversight for you. We cannot be the first household that has wanted multiple subscriptions to come to one address. Again, I ask that YOU make this right versus me having my sister in law chase you down through her credit card company.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 01/28/2025

  Hello *****,
  
  Thanks for following up regarding the gift subscriptions your sister-in-law purchased for your three daughters.
  
  Could you please provide us with the email your sister-in-law used to purchase the gifts? That way, we can provide you with the right support!
  
  Thanks so much, and we look forward to hearing from you, *****.
  
  Warmly,
  Team IPSY

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22851103
  
  Here is the email address that she used for all 3 gifts.....  

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

  She gifted a 3 month subscription to ******* ******, and ******.... each. 

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

• Initial Complaint

  Date:01/23/2025

  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.

  In December 2024, I purchased the Boxy Charm 12 month subscription for my daughter. At the time of purchasing, the *** on Ipsy's website indicated that the subscription was available for shipping in ******. I have uploaded a screen shot of these ***s for reference. When my daughter attempted to redeem the subscription, she was not given the option of shipping here. She reached out to Ipsy who indicated their subscription boxes were not available to be shipped to ******. The last communication my daughter received was on January 6th. In that email, we were told they were looking into the issue. I followed up as the purchaser, on January 18th and was informed it was policy to not issue a refund, but they would look into it. I have followed up twice, with zero response. At this point, I accept that the subscription box is unavailable but feel a refund is in order as Ipsy cannot honour the purchase. Any assistance to recoup these funds would be appreciated.

  

  Business Response

  Date: 01/27/2025

  Hello ******,
  
  Thank you for bringing the gift subscription 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've checked our records, and it looks like a member of the IPSY Care Team followed up with you today, January 27th, regarding your initial email. Sometimes, our emails can end up in your spam folder if you haven't marked *************************************************** or ********************************************************* as safe senders.
  
  Don't worry, ******! We've attached their response below.
  
  // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // //
  
  Hi ******,
  
  Thanks so much for your patience while we're looking into this.
  
  Our records show that we already processed a $360.00 refund on your card ending in ***** on 01/19/25 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. I suggest that you reach out to your bank for more information.
  
  I hope this helps, and please let me know if I can answer any other questions for you.
  
  All our best,
  Nik
  IPSY Expert
  
  // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // //
  
  Rest assured that your refund has been issued and you should see the funds returned to your original payment method within 5-7 business days. We've attached a screenshot for your reference.
  
  If you need anything else, please reach out at any time and well be there.
  
  Warmly,
  Team IPSY

  Customer Answer

  Date: 01/27/2025

   
  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:01/23/2025

  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.

  A few weeks ago I placed an order for some mystery items and some candles. When I received the package I opened it and there was no cushion in the box at all. Several items were damaged including the 2 candles. I contacted Ipsy and they offered me a dollar and some change for the broken items and replacements for the 2 candles. I received the candles yesterday and the were in a plastic envelope and once again they were broken. I reached out to Ipsy again and again included pictures of the broken candles. This time I was offered a partial refund. I am unsure of why they would only offer a partial refund when the damaged items were caused by their very poor and unsafe packaging.

  

  Business Response

  Date: 01/23/2025

  Hi ****, 
  
  Thanks for reaching out on the Better Business Bureau website regarding your damaged order. 
  
  We completely understand your disappointment since your items arrived damaged due to poor and unsafe packaging. We also understand that you're looking forward to receiving these items instead of a refund. This is far from the IPSY experience we wanted you to have, and well make sure we take care of this right away. Your experience matters to us, and we want to ensure you feel heard and supported.
  
  Currently, our warehouse team follows standard packaging guidelines. To ensure the safety of the products, our warehouse team is working hard to anticipate items and package them with care. They always strive to meet the quality standards during the packing process. Weve shared your feedback with our warehouse and hope to avoid future issues with your shipments.
  
  We always replace damaged products, but if were out of inventory for a replacement, the only option we have is to issue a partial refund. We want to assure you that well always try our best here in IPSY Care to provide a replacement, as long as we have it in our inventory.
  
  If there are any other items that arrived damaged besides the THE LYFESTYLE *** Mood Candle and IPSY November 2024 LE Sample Size Mystery Bag #3, please dont hesitate to reach out to us and let us know so we can take a closer look.
  
  Dont worry; heres what we can do to make this right!
  
  No worries, ****! Weve added a $25 coupon to your account. Your coupon code is CSMGM69UUZ2Y, and its valid for one transaction in our IPSY Shop through February 22nd, excluding Add-Ons.
  
  We know that the $25 coupon wont fully fix things, but we really hope this helps ease your worries and makes your experience better. Above all, we hope it brings you some happiness!
  
  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!
  
  All the best, 
  Team IPSY 

  Customer Answer

  Date: 01/24/2025

   
  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:01/13/2025

  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 am writing again about my request refund for the purchase below that cannot be shipped to ******. This subscription for three months was purchased and after waiting for its arrival, it never showed up. Upon further outreach with the company it turns out that such a gift cannot be shipped to ******. I have written many many times seeking a resolution and refund and each time I was told they were investigating it further. I have waited and followed-up; and I am being ghosted. Order number: o_w9i8gc-i-m3avb0wy Order date: 11/10/24 Payment method: 5257 Billing address: ***************************************** Send date: 12/15/24 Subscription length: 3 months I have attempted to reconcile this issue for over a month now and the company has stopped responding and has not issued a refund My ticket number is Ticket #********

  

  Business Response

  Date: 01/26/2025

  Hi ********,
   
  Thank you for bringing this to our attention through your complaint on the Better Business Bureau website.
  
  Regarding the gift subscription, Im sorry to inform you that its currently only available in the contiguous U.S. However, *** noted your interest in expanding this option to ******, and Ill make sure to share that feedback with our team for future consideration. Please keep an eye out, as were always working on new options!
   
  I also took a look at your account and noticed that my colleague ***** had escalated your case, and it appears your refund was processed. The refund was issued on 01/17/2025 to the card ending in 5257 for the amount of $50.00 USD.
   
  To confirm the refund with your bank, you can provide the Acquirer Reference Number (ARN) below. This unique number will help them locate the transaction:
   
  Refund Amount: $50.00 USD
  ARN Number: 24011345016000060894381
   
  Please let me know if you need any further assistance, and thank you for your patience.
   
  Yours truly,
  Team IPSY

• Initial Complaint

  Date:01/11/2025

  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 was my second time canceling two different subscriptions with this company. Their customer service is horrible. They oversell products so when you purchase something or ask for it in your box, it does not come or comes unsealed or broken. Then when you ask for a replacement you get told that youll get one, but then something completely different arrives. They say they try their best to send a relatively close product but theyre nowhere close to the same, and its always something that I would never use or a completely different color than my skin tone. There have been issues where I cant pick my product multiple times where I used my points And had to wait a whole month for product, but yet it was out of stock by a month later. And when you get told that youre gonna receive a replacement and that youll get a tracking number things never come even when you get a tracking number Ive had many items never make it to my house. They tell you to take the beauty quiz, but yet the items that you get to choose for your box or nothing that you would even use I feel like I wasted a lot of money and canceled two different subscriptions for the second time because when you try to talk to customer service, all they wanna tell you is that they gave you points, but they only give you points for one product that you have to wait an entire next month for And then by then those products have run out too! There was a 2 months where on my box that I get to pick three full sized products I didnt even get to pick them because of a glitch in the system and basically got told oh well we picked them for you. Heres some points but then the points that I got the next month came and I didnt even receive two of the items Because they ran out and got sent completely different things that I will never use.

  

  Business Response

  Date: 01/26/2025

  Hi ******,

  Thank you for bringing this to our attention through your complaint on the Better Business Bureau.

  We understand this isnt the first time youve experienced issues with your orders. We always strive to provide the most delightful customer experience possible, so we sincerely apologize for any disappointment! 
  
  I reviewed the previous conversation we had with you, and it seems like my colleague has issued a partial refund since we're unable to send a replacement for your original item. 
  
  While we aim to make the best selections when substitutions are necessary, I can see how this may have fallen short of your expectations. ******, please know that your feedback is taken very seriously here at IPSY, not only because your satisfaction is our main priority but also because it helps us grow and provide better customer service to our family of members.
  
  To help make up for your experience, I'm adding a $25 coupon to your account! Your coupon code is valid for one transaction in our IPSY Shop through 02/25/25, excluding Add-Ons. 
  
  Coupon code: CSMGM6E7NEOO
  
  Thank you for sharing your feedback with regards to some of the items you were matched with, ******!
  
  Please keep in mind that your Beauty Quiz isn't meant to exactly predict which products we'll send you. Just because you selected "rarely" for a product doesn't mean that we'll never send you that kind of product. Were a sampling service, and want to introduce you to products you might not have tried otherwise. All our bag combos include a little bit of everything. Since we try to match you with the best overall combo, you may not love every product we sendbut we encourage you to try everything you get. 
  
  I can see that you did cancel your Glam Bag and BoxyCharm memberships, and you'll no longer be billed for any future shipments. 
  
  If you ever decide to rejoin in the future, here are a few tips that can help to help ensure you get the products that are right for you:
  
  1. Be sure to review your products. Your feedback helps us fine-tune your beauty profile, so the more you review, the better we can personalize your future selections.
  2. Sometimes, less is more. If you have a lot of preferences in your Beauty Quiz, our IPSY Match system may put you into a broader category, which can mean you get items that aren't your absolute favorites. To make things more personalized, try adjusting how often you'd like to receive certain products (Rarely, Sometimes, or Often) in your quiz!
  3. For Glam Bag, be sure to take advantage of Choice around the 20th-26th of each month, where you can choose one product for your next bag. For BoxyCharm, don't forget about Build Your Box on the 1st of each month! You can choose 3 out of 5 products at 12 p.m. PT. Make sure you jump in early for your top picks!
  
  We appreciate your patience and kind understanding, ******! Your experience means the world to us, and well always have your back. 
  
  Please let us know if you have any other concerns or if there's anything else that we can do for you! 

   

  Yours truly,

  Team IPSY

• Initial Complaint

  Date:01/10/2025

  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.

  I bought a gift subscription and accidentally used an incorrect e-mail for my granddaughter to claim the gift. **** has received the payment for this gift subscription. I would like for the company to help me correct this issue so my granddaughter will receive her gift subscription. I purchased the gift subscription on Jan. 2, 2025. IPSY was sent payment on Friday, Jan 3, 2025. I have made several attempts to contact from **** using their recommended avenues: e-mail; Instagram; and IPSY help center. I am very frustrated and would like to get this situation resolved immediately.

  

  Business Response

  Date: 01/21/2025

  Hello *****,
  
  Thank you for bringing the gift subscription 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've checked our records, and it looks like one from the IPSY Care Team responded to your email on January 2nd. Sometimes, our emails can land there if you dont have *************************************************** or ********************************************************* marked as a safe sender.
  
  Don't worry, *****! We've attached their response below.
  
  // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // 
  
  Hi *****,
  
  Thanks for reaching out to IPSY Care! We want our customers to have a great experience with us. I'd be happy to get this taken care of for you.
  
  No worries, this happens and Im happy to help sort things out.
  
  Could you kindly provide me with the correct email address of the gift recipient?
  
  On the other hand, I noticed that you purchase this gift subscription under n************************** email and you're using ********************** as your write in email.
  
  This could also be the reason why you're not seeing the 6 month's gift subscription you purchased
  
  Thank you so much for your patience! Looking forward to assisting you further!
  
  // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // // 
  
  *****, could you please provide the correct email address to which the gift subscription should be sent?
  
  That way, we can give you the best possible help!
  
  Thanks so much, and we're looking forward to helping you out!
  
  Warmly,
  Team IPSY

  Customer Answer

  Date: 01/21/2025

   
  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:01/09/2025

  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.

  Ive been subscribed to this business for years, but this isnt the first time Ive had to file a complaint against them. My December box got lost in the mail. When I brought it to their attention they dragged their heels. I have literally been in a back and forth with the customer service department every other day (at least) since December 16th. Finally they shipped a ***lacement order which arrived on January 7th. It contained 6/16 items in the original order. When I brought that to the attention of the customer service department, they assured me the order had been split into two shipments and the second shipment was already on its way. I checked with my account. There is no second shipment. At this point, my January box should already be on its way. When I inquired about that, the customer service *** said it would be shipped in the middle of the month, but that I had to reselect items (and item selection is first-come, first-serve, and its been over a week since I made my selection, which means I wont receive most of the products I originally selected). I didnt receive any official notice saying this, it was only revealed in their most recent response to my question. When Ive asked for specific answers with concrete information, none have been given. Essentially this company has taken my money without providing me the things Ive paid for. I cant give a tracking number or order number because at this point there have been too many and the way the app is set up theres almost no way to find all of them. I just want the items Ive paid for, and I want them within a reasonable timeframe.

  

  Business Response

  Date: 01/21/2025

  Hi *****, 
  
  Thanks for reaching out about your complaint regarding December and January BoxyCharm order on the Better Business Bureau website. 
  
  We completely understand your frustration and the sense of being stuck in this never-ending back-and-forth. Its deeply concerning that youve had to deal with so many issues, from missing items to confusion over shipments, and we can see how exhausting this situation has become. You've been incredibly patient, and its absolutely not okay that your experience has been so disorganized and stressful.
  
  It looks like your December BoxyCharm contained 14 items, and here are the following:
  
  1. APPEAL COSMETICS Hydrating Eyeshadow Primer
  2. W3LL PEOPLE Expressionist Pro Mascara in Pro Black
  3. AMIKA Soulfood Nourishing Mask
  4. ******* ****** **** & **** Eyeshadow Palette
  5. **** LONDON Cherry Bomb Blush and Highlighter Palette
  6. ***** ***** Joyful Hands (Beauty Boost)
  7. EVIO BEAUTY Pink Perspective De-puff Hydrogel Eye Therapy (Add-Ons)
  8. ONE/SIZE Ultimate Blurring Setting Powder in Ultra Pink (Add-Ons)
  9. BYOD 5pc Eye Brush Set (Add-Ons)
  10. PATCHOLOGY Serve Chilled Ros Sheet Mask - Two Pack (Add-Ons)
  11. FENTY BEAUTY Hella Thicc Volumizing Mascara in Cuz I'm Black (Add-Ons)
  12. TOYFACTORY Dreamset Highlighter in Metaverse (Add-Ons)
  13. BAREMINERALS Complexion Rescue Liquid Blonzer in Kiss of Mauve (Add-Ons)
  14. FLYTE.70 Fundamental.Mascara (Add-Ons)
  
  Wed like to clarify that the points items (BYROE Peach Kombucha Tea ******************* and THE ****** Skin Filter Phyto Retinol Serum) you redeemed on December 1st were shipped along with your January BoxyCharm.
  
  On December 18th, our colleague, Rica, issued a replacement order for your December BoxyCharm, along with your Add-Ons. Wed like to highlight as well that the following items were refunded due to limited inventory:
  
  1. December Beauty Boost (***** ***** Joyful Hands) - $16.33 USD
  2. ONE/SIZE Ultimate Blurring Setting Powder in Ultra Pink (Add-Ons) - $19.60 USD
  3. PATCHOLOGY Serve Chilled Ros Sheet Mask - Two Pack (Add-Ons) - $3.81 USD
  
  On January 13th, our colleague, ****, issued a replacement order for the (2) EVIO BEAUTY Pink Perspective De-puff Hydrogel Eye Therapy. It was shipped on January 14th, and the estimated delivery date is January 23rd.
  
  Heres the tracking link: *************************************************************************************************
  
  Secondly, it looks like your January BoxyCharm, along with your Beauty Boost, Points items, and Add-Ons, was marked "Delivered" on January 18th.
  
  Heres your tracking link for the January BoxyCharm: ******************************************************************************************
  
  Its absolutely not okay that your experience has been so disorganized and stressful. You should never have to chase down your orders like this, and we completely understand why youre feeling let down by the process. We hear you, loud and clear! The last thing we'd ever want for you is to feel dissatisfied with the experience you had with IPSY. 
  
  Dont worry; heres what we can do for you to make this right! 
  
  We want you to have a good experience with us. To help make up for it, **** added one free credit to your account. Your March ********************** will be on us! We hope that helps.
  
  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!
  
  Warmly,
  Team IPSY 

  Customer Answer

  Date: 01/24/2025

   
  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:01/04/2025

  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.

  I saw an AD that advertised reserving your spot for the next icon box. I thought I was just joining a wait list since I have done that multiple times in the past with boxycharm and ipsy. It charged me saying I was being charged for November. I contacted Ipsy and the only response I have gotten is that it wasn't for November but for February. I wouldn't of went through with the reservation if I knew it would charge me 2 months before I would get it. There was no mention of pay now to reserve your spot. It feels like It was a bait and switch situation. This has ruined my whole day and I don't think I will ever want an Icon box ever again. I have been with ipsy and boxycharm since the beginning and I have always trusted the company so I never expected this.

  

  Business Response

  Date: 01/09/2025

  Hi ********,
  
  Thank you for bringing this to our attention through your complaint on the Better Business Bureau.

  We're so sorry for any confusion that the charge has caused! We value your trust, and its important for us to keep you informed about your payments. We'd love to provide a little more information on how our billing works.

  I can see that you reactivated your Icon Box membership on 01/04/25. Upon signing up or reactivation, we will bill you as soon as you choose a plan and provide us with your payment information. By billing you right away, we make sure youre fully set up and can enjoy all the perks of being a member without any uncertainty on your subscription status.
  
  This explains why you were immediately charged for the February Icon Box upon signing up, but no worries! 
  
  We've seen that you canceled your Icon Box membership, so we've gone ahead and issued a refund for $71.68. Your funds should be returned to your payment method shortly. ??
  
  I can see how this may have fallen short of your expectations. I want you to know that your feedback is valuable, ********, and Ill make sure its passed along to the team to make our marketing and policies clearer in the future.
  
  To help make up for the trouble this has caused, I'd love to offer you ***** points, so you can treat yourself towards some items in the points store: ******************************************************. We hope you find something you love! Once redeemed, the product(s) will ship with next month's subscription order.
  
  Right now, you have active BoxyCharm and Beauty Boost memberships, and you'll only be billed for them unless you make changes to your account.
  
  We sincerely appreciate your kind understanding, ********! Let us know if you have any other concerns or questions.

   

  Yours truly,

  Team IPSY

• Initial Complaint

  Date:12/30/2024

  Type:Sales and Advertising 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.

  Ive been an Ipsy customer for approximately 4 years. Theyve had their occasional problems. But have generally been accommodating to rectify them.I received an email on December 4th of this year stating my monthly subscription package had been shipped. I noticed on the 14th that the tracking info hadnt changed, and my package was still in Pre-shipment. I contacted Ipsy, and was told I needed to wait 15 business days to see if my package would arrive, and if not, they would assist further. With this month being Christmas, and less business days, 15 business days from the 4th would have been the 27th, and I was not waiting that long and I let them know that. On December 19th, when my package still hadnt moved, I contacted them again and they said they would send out a replacement accommodation. I received an email from Ipsy on the 20th that my packaged was shipped, and as of today, December 30th, there has been no movement. I called the shipping company, ***, and they confirmed that they have yet to receive the package. They can just see that a label was created, which is the same problem I had with the original package on the 4th. I contacted Ipsy asking for a full refund, and so far all Ive gotten is that my package is on the way, which it clearly isnt, and they gave my 600 points to apply to a future purchase. Today I spoke with **** from Ipsy. I was very clear that all I was looking for was a refund for my monthly December Ipsy, and a refund of the add on I purchased with it, roughly $34 and $3.75. Attached are the screen shots from the original order from the 4th, and the replacement order from the 20th. I look forward to your reply.

  

  Business Response

  Date: 01/08/2025

  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 understand how you feel, especially since you're excited to receive your December BoxyCharm and Add-Ons and can relate to the disappointment of it not arriving as expected.
  
  While we aim to get your order to you as quickly as possible is so important to us, we can see how this may have fallen short of your expectations. ******, your feedback is valuable, and well make sure its passed along to the team to improve the experience moving forward.
  
  We want you to know that when selecting our shipping partners, we take both delivery time and customer satisfaction into account as your membership experience is our top priority. We've made sure to pass this info along to our shipping team to help them evaluate our current partnership.
  
  Don't worry, ******!
  
  One of our IPSY Experts has already issued a full refund for your December BoxyCharm on December 30th, and for your Add-Ons on January 1st. You can contact your bank and provide them with the *** (Acquirer Reference Number), which will help them trace the refunds.
  
  $34.23 - Acquirer Reference Number (***): 24011345001000026794532
  $3.75 - Acquirer Reference Number (***): 24011345002500022135761
  
  If you need anything else, please reach out at any time and well be there.
  
  Best regards,
  Team IPSY

  Customer Answer

  Date: 01/22/2025

   
  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:12/30/2024

  Type:Sales and Advertising 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 purchased a gift membership for my granddaughter for 6 months for $190 from Ipsy/Boxycharm On 11/10/24. They were suppose to email her the membership on 11/25 to : When nothing was received after that date I went to there support desk at : support @********************************** and emailed them questioning when it would be sent. I emailed them on Nov 27, 29, 30, Dec 4, 6,7,20,11,12,18,22,24. Ticket# ******** and # ********. All I was asking for while emailing them was to resend the email with the correct email address. Once CHRISTMAS WAS HERE AND HER BIRTHDAY HAD PASSED I just want my money back. They refuse to return my money when nothing has been received on my end. A phone number is not available to the public to speak to anyone. The answers I have gotten are of a stock computer generated message. I have not received an answering email since Dec 22.

  

  Business Response

  Date: 01/09/2025

  Hi ******,
  
  Thank you for bringing this to our attention through your complaint on the Better Business Bureau website.
  
  Im truly sorry to hear about the trouble youve had with your granddaughters gift membership and the challenges in resolving this issue. I completely understand how disappointing this situation must be, especially with such meaningful occasions like Christmas and her birthday having passed. Please know that we hear your concerns, and Im here to help.
  
  I want to address your request for a refund. While were unable to issue refunds for gift subscriptions once theyve been purchasedwere committed to ensuring that the gift membership is redeemed successfully.
  
  To proceed, your granddaughter can redeem the gift membership through this link:
  *********************************************************************************
  
  If theres an issue with the email address or any other challenges preventing her from activating the membership, please let us know. We want to ensure she gets to enjoy the membership you so thoughtfully gifted her.
  
  Thank you for bringing this to our attention, and I truly appreciate your patience as we work through this. If theres anything else you need, dont hesitate to reach out.
  
  Yours Truly,
  IPSY Care
  

  Customer Answer

  Date: 01/28/2025

   
  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,
  
  ****** ***********