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

  903 Colorado Ave Santa Monica, CA 90401

• 

  Ipsy

  4670 Railhead Rd Fort Worth, TX 76106-1990

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:12/30/2024

  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 purchased a yearly subscription for my daughter as a Christmas gift. She put my email address and contact information since my daughter is a minor. This subscription was purchased for approximately $180 on 11/13/24. Since that time, both my sister and myself have emailed back and forth with customer service representatives at least 50 times. They do not have any sort of phone number or any other way to contact their business beyond email. The gift email was received by me but the subscription is not on my account page and the ********************** quiz was never completed. When I try to open the link where I can redeem the gift it says that The gift card you are trying to redeem has already been used. The several different customer service **** have closed out our email chats as if the problem was resolved.but here we are almost 7 weeks later and our $180 has basically been stolen because we have received nothing in return and cant even get a live person to call us. We have asked for our money back since we have received absolutely nothing for this payment but all the customer service **** continue to say that Ipsy does not offer refunds.

  

  Business Response

  Date: 01/08/2025

  Hi *****,
   
  Thank you for bringing the gift a subscription email reminder to our attention through your complaint on the Better Business Bureau website and for giving us this opportunity to assist you.
  
  We've checked your account and we can confirm that you were successfully redeemed the 12-month gift subscription. Since the gifted subscription was sent and redeemed to the email linked to your existing account, the 12 months of Glam Bag shipments equivalent to the gifted subscription were added instead.
   
  We will begin shipping the gifted subscription you provided in January, followed by 11 more shipments in the succeeding months.
   
  Regarding the email reminder you and your sister both received, we truly appreciate your bringing this email error to our attention so we prevent it from happening in the future. Don't worry, *****! We have alerted our email team about this oversight, and they will get it corrected right away.
   
  If you need anything else, please reach out at any time and well be there.
   
  With kindness,
  Team IPSY

• Initial Complaint

  Date:12/29/2024

  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.

  his is our email interaction. -My name is Jessa, a supervisor and I'll be happy to clarify. I understand your frustration in wanting two bags for your daughters under 1 membership account. Currently, our IPSY Match system isn't designed to optimize for multiple BoxyCharm under one membership account. Our ******************** Quiz is designed to predict bag combination for one person only, I hope you understand! Let me know if you have any additional questions or concerns.Stay safe,Here is our PROBLEM two daughters got sent two boxes from their grandparents to my email only. I couldnt even transfer the gifts to another email since my minor daughters do not have email. Where is IPSY legal disclaimer that shows that two boxes cant come under the same email address when the gift was purchased for my daughters? Also when I received the email Christmas morning, where does it say that I can redeem the gift under a different email? This will be escalated legally since you have no grounds to stand on that there is a disclaimer that you cannot send two family members two gift certificates with one email. I have clearly read through all the terms and conditions, and I will I send a letter to the legal department with my attorney. I am not asking to have a gift certificate refunded canceled or transferred. I am simply asking ipsy to honor a gift certificate that was purchased for two different people that have now been changed to one person by your own company without any legal disclaimers. Unless I am able to get two boxes for three months, which is what was purchased. I will never do business with this company again I would highly hope no one would consider buying a present for someone through them. It will not be honored as intended.

  

  Business Response

  Date: 01/03/2025

  Hi *****,
   
  Thanks for reaching out on the Better Business Bureau website about the purchased gift subscriptions. 
   
  First, we want to sincerely apologize for the confusion and frustration this situation has caused you, especially with the gifts purchased for your *********. We completely understand how disappointing it must be to experience this, particularly when you were expecting two separate boxes for your *********. Thank you for sharing your concerns with us, and were here to help clarify everything for you.
  
  To start, we want to provide some clarification on our policies regarding memberships and gift subscriptions:
  
  At IPSY, we allow only one active membership per email address. This means that each email can be tied to only one Glam Bag, one BoxyCharm, or one Icon Box subscription, but not more than one of the same type. So, for example, while you can have a Glam Bag and a BoxyCharm under the same email address, you cannot have two Glam Bags or two BoxyCharm memberships tied to the same account. Since you purchased two Gift Subscriptions for your *********, you were hoping to receive two BoxyCharm boxes per monthbut unfortunately, our system cant accommodate that request. You will receive one BoxyCharm per month for each subscription, totaling six boxes in six months (since you purchased two BoxyCharm three-month plans).
  
  Additionally, our system personalizes each box based on the results of the Beauty Quiz. Since this is done on an individual level, we can only match the products and preferences for one person per email. This is why we cant have multiple personalized subscriptions for different people under the same account.
  We understand that you purchased these Gift Subscriptions for your ********* and sent them to your own email, since your ********* are minors. While this is perfectly understandable, the Gift Subscription system is designed to give a subscription for one person, tied to one email. This is why the memberships were set up under your email, but we can only send one BoxyCharm order per month for each gift subscription.
  
  We highly recommend that you keep the first three months of the subscription for your first ********* Once the first three-month plan is complete, you can update the Beauty Quiz to match your second ********* preferences for the next three-month plan. This way, each daughter will receive boxes tailored to her individual preferences for the remainder of the subscription.
  
  Secondly, its important to note that Gift Cards and Gift Subscriptions are different. A Gift Card is used for purchases in the IPSY Shop, Add-Ons, and memberships until the balance of your gift card runs out. On the other hand, a Gift Subscription is a specific gift of a subscription (like Glam Bag or BoxyCharm) for a person, which is tied to a single account. (As a kind reminder, gift cards are temporarily unavailable for purchase at the moment, but we hope this helps explain the difference.)
  
  We completely understand your concern about the lack of a clear legal disclaimer regarding the ability to send two boxes to different recipients with one email. While our system is designed to assign one active membership per email, were always looking for ways to improve and accommodate our members. That said, we are unable to change the system for this particular case.
  
  Dont worry; heres what we can do for you to make this right!
  
  Weve added a $25 coupon to your account. Your coupon code is CSMGM5HBJMW0, and its valid for one transaction in our IPSY Shop through February 2nd, 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!
  
  We completely understand that this doesnt meet the expectations you had when purchasing gifts for your *********. While we cant change the systems limitations around having multiple subscriptions under a single email, we want to reassure you that we are always looking for ways to improve the member experience.
  
  We truly hope this clears up the confusion, and once again, we apologize for any frustration this has caused. We value your feedback and will continue working to improve the experience for our members.
   
  Thank you for your understanding, and feel free to reach out if you have any further questions or concerns.
   
  Warmly,
  Team IPSY 

• Initial Complaint

  Date:12/27/2024

  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.

  In December 2024, I purchased two subscriptions to this company for holiday gifts. I gifted them to my own email address because they were for children who dont have email addresses. The company is refusing to send both subscriptions simultaneously even though they are both paid for and nowhere in the terms does it state you cannot run two subscriptions concurrently. I sought a refund or to change the email address and they will not fix their issue. There is no phone number and I have contacted customer service many times, they refuse to help.

  

  Business Response

  Date: 12/29/2024

  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.
  
  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.
  
  *******, weve done some research and found that the redemption email was sent to your ****************** email address, which is the same email you used to purchase the gifts.
  
  You can only have one active Glam Bag membership per email, we understand you're expecting to receive two bags each month. However,??? our records show that both gift subscriptions were redeemed under Joss's name. ??? The two 6-month gift subscriptions have been combined, and **** now has a total of 12 months' worth of Glam Bag gift subscriptions.
  
  At this time, ??? we're unable to reroute the second gift subscription to Siennas' as both have been completely 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.
  
  Thank you for your understanding, *******. Have a wonderful rest of your day! ???
  
  Warmly,
  Team IPSY

  Customer Answer

  Date: 12/29/2024

   
  Complaint: 22738584
  
  I am rejecting this response because the company is failing to deliver the product in accordance with their terms and refuses to rectify by simply refunding or sending the two subscriptions as purchased. A easy fix is to request a second email address if their system is so incapable of delivering the purchased items.  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 01/08/2025

  Hi *******,
  
  We completely understand your frustration since the issue has been on going for almost a month now. Your concerns are completely justified and there's no way we can ignore this pressing matter at hand.
  
  We've already coordinated with our team, and they're actively reviewing the matter and in the process of determining the appropriate resolution.
  
  Rest assured that we are working diligently to resolve the issue, and will update you as soon as we have more information.
  
  Thank you so much for your patience and kind understanding in this matter.
  
  Warmly,
  Team IPSY

• Initial Complaint

  Date:12/27/2024

  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.

  I ordered a subscription from IPSY in September 2024 for the one month only and then discontinued it. However my ***** Pay notified me I was charged by Ipsy again in October 2024 for another subscription. I went on their website and cancelled it AGAIN! I didnt have any available funds in my Apple Pay and lo and behold in November I get notification that ***** Pay declined payment to Ipsy again then AGAIN in December!!!! After me canceling 2 more times! RIDICULOUS!!! They have a **************** phone number but its just a recording. I DONT want anyone else having to deal with this issue. You are supposed to be able to cancel easily whenever you want to. Yeah, right!

  

  Business Response

  Date: 01/03/2025

  Hi ******,
   
  Thanks for reaching out about your billing and cancellation concerns on the Better Business Bureau website. 
   
  We completely understand how you feel, especially since you've noticed a few attempts to charge your account. We understand that this can be alarming because it involves money. No worries! We hear you loud and clear, and were here to help!
  
  Weve done some research, and heres what we found out:
  
  On 10/10/2024 at 12:30 PM, you signed up for the Glam Bag membership and were immediately billed $17.51 USD for your first October Glam Bag.
  
  As a reminder, we bill members right away when they sign up, rather than waiting until the last day of the month (when we usually bill all our current members with active subscriptions).
  
  On 10/31/2024 at 8:38 PM, we received your payment of $17.51 USD for your November Glam Bag.
  
  For your December Glam Bag, it looks like we were unable to collect payment due to billing issues with your card. Our system attempted to bill your card again on 12/20/2024 at 8:06 PM and on 12/25/2024 at 8:05 PM to secure your spot for the *************************** 12/27/2024 at 2:58 PM, your Glam Bag membership was successfully canceled.
  
  Dont worry; heres what we can do to make things right??
  
  Since you mentioned that you already canceled your Glam Bag membership after your first month (October), weve gone ahead and issued a refund for your November Glam Bag.
  
  Please know that we care about you and want to ensure everything is addressed. Feel free to reply to this thread, and well be happy to assist you further!
   
  Have a wonderful rest of your day!???
   
  With kindness,
  Team IPSY

• Initial Complaint

  Date:12/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a gift subscription to IPSY on Nov 13, 2024. The gift recipient never received the email to start the subscription. IPSY refused to refund me the amount I paid. Ive spoken with 5 or 6 different customer service ***** who all say the same thing. They have resent the email. Which continues to not be received. I am tired of having to re-explain the issue to each new person, who wont resolve the issue, who drag their feet on responding at all, and who refuse to refund me the full amount of the gift purchase. It has been nearly a month with no resolution and IPSY is doing nothing to resolve the issue.

  

  Business Response

  Date: 12/15/2024

  Hi ****,
   
  Thank you for reaching out on the Better Business Bureau website about your complaint in gift subscription. 
   
  We can only imagine how disappointing it must be to deal with this issue for nearly a month without a clear resolution. We completely understand how tiring it must feel to repeatedly explain the issue, especially when it hasn't been properly addressed. Please know that were here to help and will do our best to resolve this as quickly as possible.
  
  While we understand that youve requested a refund, we want to clarify that our policy typically doesn't allow for refunds on gift subscriptions. That being said, we want to assure you that we stand by the quality of our service, and were committed to finding a way to make this right for you.
  
  Good news! Weve confirmed that ****** has successfully redeemed the gift subscription you sent, and she has received 12 credits, which equates to 12 months of Glam Bag shipments.
  
  Dont worry; heres what we can do for you to make this right! 
  
  To help make up for this, weve added 1200 points to Jaimees account so she can choose a product from our points store to enjoy. Once redeemed, itll ship with next months subscription order. We hope ****** finds something they like!
  
  Please know that we care about 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: 12/16/2024

  I still have many concerns for IPSY to address  
  

  My sister, the recipient, received two emails to redeem the gift. I also received one. Their system is still clearly broken. 
  

  My sister redeemed one of the emails yesterday, 32 days after purchasing the gift. However, I also got a reminder email this morning from IPSY that the gift had not yet been redeemed. What does that mean? Did it actually get redeemed? If so, why am I getting further emails? Their system is still clearly broken.

   Another note - my sister already had an IPSY subscription. When she redeemed this new gift yesterday, her account makes no mention of now having 2 active subscriptions. Confirm that you arent just sending her an early box from her first subscription, and not the actual gift. Their system is still clearly broken. 

  Customer Answer

  Date: 12/16/2024

  I still have many concerns for IPSY to address.
  
  My sister, the recipient, received two emails to redeem the gift. I also received one. Their system is still clearly broken. 
  
  My sister redeemed one of the emails yesterday, 32 days after purchasing the gift. However, I also got a reminder email this morning from IPSY that the gift had not yet been redeemed. What does that mean? Did it actually get redeemed? If so, why am I getting further emails? Their system is still clearly broken.

  
  Another note - my sister already had an IPSY subscription. When she redeemed this new gift yesterday, her account makes no mention of now having 2 active subscriptions. Confirm that you arent just sending her an early box from her first subscription, and not the actual gift. Their system is still clearly broken. 

  

  Business Response

  Date: 12/18/2024

  Hi ****,
  
  Thank you for bringing the gift a subscription email reminder to our attention through your complaint on the Better Business Bureau website and for giving us this opportunity to assist you.
  
  We just checked her account and can confirm that she successfully redeemed the 12-month gift subscription. Since the gifted subscription was sent and redeemed to the email linked to her existing account, the 12 months of Glam Bag shipments equivalent to the gifted subscription were added instead.
  
  We will begin shipping the gifted subscription you provided in January, followed by 11 more shipments in the succeeding months.
  
  As for the email reminder you both received, we truly appreciate your bringing this email error to our attention so we prevent it from happening in the future. Don't worry, ****! We've alerted our email team about this oversight, and they will get it corrected right away.
  
  If you need anything else, please reach out at any time and well be there.
  
  With kindness,
  Team IPSY

  Customer Answer

  Date: 12/20/2024

   
  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:12/11/2024

  Type:Sales and Advertising 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 received a link for a free glam bag from a friend. I clicked the link to redeem my free bag and followed all the steps. At the end it asked for my debit card information to charge me for future bags if I did not cancel my subscription and my total due was listed as $0.00. The next morning I checked my emails and saw I had an email from Ipsy stating that they charged my card $14 for the free glam bag, plus a $1.99 processing fee, plus $1.36 in taxes. How is this free? I did not authorize any of these charges and reached out to the company in less than 24 hours in regards to this scam. I expect my money refunded and the order canceled. Others should be warned not to fall for this scam. There is no free bag they just want your account information to take your money.

  

  Business Response

  Date: 12/12/2024

  Hi ********,
  
  Thanks for reaching out about your free bag on the ********************** website. 
  
  Were truly sorry for the frustration and confusion this situation has caused. We understand how upsetting it must feel to expect a free glam bag and then see unexpected charges on your account. This is not the experience we want for our community, and we want to help make things right.
  
  According to our records, the free credit has already been added to your account.
  
  Upon further checking, we can confirm that you'll be receiving your free shipment this month. We're so excited for you to get your order! It will leave our warehouse towards the end of the month, and we'll email you tracking info once it's on the way.
  
  Wed like to clarify that to claim your first free bag, you'll need to enter your billing and shipping information, but don't worryyou won't be charged for it. It's on us!
  
  After your first free month, you'll be charged monthly unless you decide to cancel. No hard feelings at allwe will totally understand if IPSY isn't right for you. As a heads-up, if you ever want to cancel, make sure to do so by 12 p.m. PT before the last day of the month, and you won't be billed for the following month.
  
  Your feedback is incredibly valuable, and well use it to review and improve how we communicate promotions like this to prevent future confusion. Thank you for bringing this to our attention and for giving us the opportunity to address it.
  
  Warmly,
  Team IPSY

• Initial Complaint

  Date:12/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have repeatedly tried to cancel my subscription only to find no response The monthly charge was changed before I received my first order. I can't call ************************** or have any human response. The company is designed to trap people into their subscriptions with no response to cancelation

  

  Business Response

  Date: 12/12/2024

  Hi ******, 
  
  Thank you for reaching out about your cancellation concern on the Better Business Bureau website. 
  
  Thank you for reaching out and sharing your concerns. Were deeply sorry for the frustration and inconvenience youve experienced while trying to cancel your subscription. Feeling unheard, especially when dealing with billing issues, is incredibly upsetting, and we want to assure you that were here to help resolve this for you.
  
  Its disappointing to hear that your attempts to contact us went unanswered and that your first experience with us involved unexpected charges. This is not the experience we want for our members, and we truly apologize for the stress this has caused.
  
  According to our records, you signed up for the BoxyCharm membership through promotion on 11/22/2024 at 11:02 am and were immediately billed $34.63 USD for your first December BoxyCharm 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).
  
  As you requested, weve canceled your BoxyCharm subscription, and you wont receive any more shipments as of next month. Weve finalized your cancellation for next month. Unfortunately, were unable to stop this months order from shipping out, so this month will be your last with us.
  
  For future reference, if you need to make changes to your account, log into ************************ and click on the three lines (located at the top of the page on a computer, and at the bottom of the screen on a mobile device). From there, youll click "Account" and select "View membership" under the membership you would like to update. Then, scroll down and click "Cancel Membership."
  
  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: 12/12/2024

   
  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,
  
  ****** *******

  Customer Answer

  Date: 12/12/2024

  Thank you for your help 

• Initial Complaint

  Date:12/05/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the November 2024 icon box and I was supposed to revive a rare beauty highlighter in a preview it said I was going to get it but no. They decided to put a small eye cream trial size and thought I wouldnt notice. After making a complain to Ipsy I got a response and told me that they will send a similar item a highlighter they proceeded to send me a bronzer that was wrong shade. It was so light that you cant tell the difference. In my account I have it as tan skin and they proceed to send me a light bronzer. Why tell your customer your reciving an certain item and not send it

  

  Business Response

  Date: 12/11/2024

  Hi ********,
  
  Thank you for reaching out regarding your incorrect item in your November Icon Box on the Better Business Bureau website. 
  
  Were truly sorry to hear about your disappointing experience with your November 2024 Icon Box. We understand how frustrating it must have been since the RARE BEAUTY Positive Light Liquid Luminizer Highlight in Mesmerize was missing in your original order, only to have it replaced with a small eye cream instead. To add to your frustration, the follow-up with the incorrect bronzer in the wrong shade only 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, we did our best to send a comparable substitute, but we understand why you feel this way. We'd love to offer you something additional to help make up for this experience.
  
  Weve added a $20 coupon to your account. Your coupon code is CSMGM4K93WE4, and it's valid for one transaction in our IPSY Shop through January 10th, excluding Add-Ons.
  
  We know that the $20 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!
  
  Your feedback means the world to us, and we want you to know that weve made sure our management team is fully informed about the challenges youve faced lately. Well be using your valuable feedback to make our service even better in the future, so thank you!
  
  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 us directly, and well always help in any way we can.
  
  Warmly,
  Team IPSY

  Customer Answer

  Date: 12/11/2024

   
  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:12/05/2024

  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.

  My issues started early November when I initially opened the account with **********************. I have still never received that order from November 3rd. It never progressed past shipping. They made me wait 15 days before issuing a new order which has also never progressed past shipping. Included with that is also an add-on order which I've never received and has never progressed past initial shipping. They are refusing to refund my money. $50 that I am just at a loss for because they refuse to help. They just want to keep sending these replacements that I never get. Awful experience and reading other reviews I'm seeing that it's not just me.

  

  Business Response

  Date: 12/11/2024

  Hi *****,
   
  Thanks for reaching out about your November Glam Bag and order #o_rjohwh-i-m3upiq9h on the Better Business Bureau website. 
   
  We are deeply sorry to hear about your experience and the frustration it has caused. We understand how upsetting it must be to have placed your order on November 3rd and still not received it, along with the replacements and add-on items. Waiting and not getting a resolution, especially after multiple attempts, is understandably disappointing and unacceptable.
  
  Your trust is important to us, and we regret that weve let you down. While it seems replacements were offered, its clear this hasnt resolved the issue. We sincerely apologize for the inconvenience and for not meeting your expectations.
  
  Good news! Your replacement order for the November Glam Bag was shipped on November 26th, and the estimated delivery date is December 12th.
  
  Heres your tracking link for your replacement order: ******************************************************************************************************
  
  Additionally, your order #o_rjohwh-i-m3upiq9h was shipped on November 25th, and the estimated delivery date is December 11th.
  
  Heres the tracking link for your order #o_rjohwh-i-m3upiq9h: ******************************************************************************************************
  
  Tracking tips:
  1. If your tracking info hasnt been updated for a few days, just hang tight. Once your package arrives at your local post office, tracking may not update until it leaves for delivery.
  2. Even if your tracking status is "delivered," it may take up to 24 hours for your order to actually arrive at your door.
  3.The delivery date is an estimate based on when your package arrives at your local post office, so if you haven't received your order by the estimated date, it may just need a few extra days to arrive.
  
  We want to let you know that IPSY and our shipping partners are committed to delivering your orders within 15 business days, excluding weekends and holidays, from the original shipment date. Each month, there are a lot of different factors that affect the shipping process of your order. The number of products included in your order, the number of days in the month, holidays, or weather conditions impacting our shipping partners all play a role in the shipping process of your orders.
  Rest assured, we are working hard to get your order to you as quickly as possible.
  
  Dont worry; heres what we can do for you to make this right??
  
  Weve added a $20 coupon to your account. Your coupon code is CSMGM4K7YSYV, and its valid for one transaction in our IPSY Shop through January 10th, excluding Add-Ons.???
  
  Even though your membership has already been canceled, you can still take advantage of the $20 coupon and use this as a discount on your purchased items in our IPSY Shop. Happy shopping!??????
  
  We know that the $20 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!?????? We hope you will reconsider reactivating your membership in the future.
  
  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 us directly, and well always help in any way we can.
  Have a wonderful rest of your day!???
  
  With kindness,
  Team IPSY

• Initial Complaint

  Date:12/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want to cancel my subscription. They communicate online only. They want to charge me $17 to cancel. That is wrong. Im not paying that. But how do I cancel my subscription? No phone number can be found. Is this illegal? They also make it difficult to cancel.

  

  Business Response

  Date: 12/04/2024

  Hi *******!
  

  Thank you for reaching out through the Better Business Bureau website regarding your cancellation and billing concerns.
   
  Im truly sorry to hear about the challenges youre facing with canceling your subscription. I understand how frustrating this process can feel, especially with the added fee and lack of direct communication options. 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.
  
  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.
  
  Now that we've gotten in touch, please know that I hear you, loud and clear! I've done some research and here's what I've found out:
   
  I confirmed that your Glam Bag membership has already been canceled on 12/04/2024 at 12:52 pm. Rest assured that you won't be billed for future shipments.
   
  As a kind reminder, cancellation requests must be made by 12 p.m. PT on the day before the 1st of the month to be effective for that month. For future reference, just log into ************************ and click on the three lines (located at the top of the page on a computer, and at the bottom of the screen on a mobile device). From there, youll click "Account" and select "View membership" under the membership you would like to update. Then, scroll down and click "Cancel Membership."
   
  Dont worry; heres what I can do for you to make this right??
  
  Ive offered you a full refund ($17.43) for your December Glam Bag. Please enjoy your last shipment on us. 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 really hope this helps ease your worries and makes your experience better. Above all, I hope it brings you some happiness!??????
   
  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: 12/06/2024

   
  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,
  
  ******* ******