Complaints

This profile includes complaints for IPSY's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

IPSY has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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: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.

   
  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,
  
  ******* ******

  

  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

• Initial Complaint

  Date:11/21/2024

  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.

  Hello I just had one question before I accepted the offer from offer from Ipsy. I found their resolution to be great because At least I would be getting some of my items in the mail.And the rest would be Refunded whereas I was told at first Before I contacted you guys that I would not be getting any of those things even though I paid for them and they were not included in my order at no fault of my own. So I am very glad that you were able to mediate to where I am getting what I paid for but my concern before I accept is that they included in the message a caveat that said, this was a one time exception and mentioned that if this ever happened again they wouldn't do this again per some new policy. I just wanted to clarify with them. That if I accept that if God forbid in the futurei plan on being with ipsy for years, so if at any pointthe warehouse makes a mistake, are they saying that they will not refund or replace that mistake? Because that is bringing us back to square one , which that is theft. Of course , I hope I don't have another issue but ipsy has thousands of disgruntled people on Instagram and ******** having missing orders, broken items and missing items. It's not just me. So I just wanted to Said this was a one time exception And that if in the future at some point ipsy makes A mistake that they will replace or refund. Also I wanted to.

   Verify with them that the accommodation order that they placed includes the following: 

  1. TARTE Tartelette Juicy ***************************************** style="font-size: *****rem;">2. *******************************;Bijoux Brilliance Eye Shadow Palette

  3. Briogeo Scalp Revival ******** Pre-Wash and 

  4.AMIKA Hydro Rush Intense Moisture Leave-in Conditioner

  Also I wanted to thank them for Being so courteous through this entire situation and taking care of it. I was wondering if they understood the gravity of how bad it felt to have the insinuation from that message. Be that because the warehouse had messed up one too many times That they would refund it because they felt it was too many times so that only left the option of blame on to me which as a cuit made me really upset and hurt it's especially hurtful after being a loyal member since 2019 and didn't have my first issue for several years so to be treated this way makes me feel like I'm not valued and that they were calling me either a their or a liar by way of leaving the only conclusion being that it's my fault and I hope they consider the impact of doing that to an honest customer. 

   

  If they can just answer those few questions then I am ready to accept and I appreciate thewilling to work with me. 

   

  Best, Kaytlin 

  e me instead and it's theft and insulting beyond belief after 6 years of loyalty and thousands of dollars of orders I've placed with them. I just want them to make this right because it's not my fault that they have warehouse workers who mess up. Customers are constantly complaining about these errors yet ipsy says it happens less than 1% of the time which cannot be possible. Please help, I'm offended and I've been refused items I paid for. I would like my items and a removal of this character assassination from my account because they are insinuating it's my fault.

  Customer Answer

  Date: 11/27/2024

   
  Complaint: 22589746
  
  Hello I just had one question before I accepted the offer from offer from Ipsy. I found their resolution to be great because At least I would be getting some of my items in the mail.And the rest would be Refunded whereas I was told at first Before I contacted you guys that I would not be getting any of those things even though I paid for them and they were not included in my order at no fault of my own. So I am very glad that you were able to mediate to where I am getting what I paid for but my concern before I accept is that they included in the message a caveat that said, this was a one time exception and mentioned that if this ever happened again they wouldn't do this again per some new policy. I just wanted to clarify with them. That if I accept that if God forbid in the futurei plan on being with ipsy for years, so if at any pointthe warehouse makes a mistake, are they saying that they will not refund or replace that mistake? Because that is bringing us back to square one , which that is theft. Of course , I hope I don't have another issue but ipsy has thousands of disgruntled people on Instagram and ******** having missing orders, broken items and missing items. It's not just me. So I just wanted to Said this was a one time exception And that if in the future at some point ipsy makes A mistake that they will replace or refund. Also I wanted to.

   Verify with them that the accommodation order that they placed includes the following: 

  1. TARTE Tartelette Juicy ***************************************** style="font-size: *****rem;">2. *******************************;Bijoux Brilliance Eye Shadow Palette

  3. Briogeo Scalp Revival ******** Pre-Wash and 

  4.AMIKA Hydro Rush Intense Moisture Leave-in Conditioner

  Also I wanted to thank them for Being so courteous through this entire situation and taking care of it. I was wondering if they understood the gravity of how bad it felt to have the insinuation from that message. Be that because the warehouse had messed up one too many times That they would refund it because they felt it was too many times so that only left the option of blame on to me which as a cuit made me really upset and hurt it's especially hurtful after being a loyal member since 2019 and didn't have my first issue for several years so to be treated this way makes me feel like I'm not valued and that they were calling me either a their or a liar by way of leaving the only conclusion being that it's my fault and I hope they consider the impact of doing that to an honest customer. 

   

  If they can just answer those few questions then I am ready to accept and I appreciate thewilling to work with me. 

   

  Best, *******
  

  Customer Answer

  Date: 11/27/2024

  I didn't mean to reject their offer I just wanted to know more informed about what products they had sent out to me. Once I know that I want to accept I hope I didn't mess anything up 

  

  Business Response

  Date: 11/26/2024

  Hi *******, 
  
  Thank you for bringing this to our attention through your complaint on the Better Business Bureau, and for your continued loyalty as a member of our community for the past 4 years. We understand how frustrating it must be to experience missing items and shipping issues, especially when youve come to expect a seamless experience. We also appreciate the screenshots you provided in your previous emails, as they help us better understand the situation.
  
  We want to sincerely apologize for the inconvenience youve faced with the missing Add-Ons and any delays in your shipping. We know this has been an ongoing concern, and we can imagine how its been frustrating not to see a resolution. I can assure you that we take this seriously, and I truly want to make this right for you.
  
  Firstly, your membership experience is our top priority, and we understand how important timely delivery is. When selecting our shipping partners, we carefully consider both timely delivery and customer satisfaction. Please rest assured that **** shared your valuable feedback with our shipping team, and we're actively working with them to improve our service. Were committed to ensuring that all of our members receive their orders promptly and with the highest level of satisfaction.
  
  Secondly, our warehouse team has standard packaging guidelines to follow. To ensure the safety of the products, our warehouse team is working hard to anticipate items 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.
  
  No worries, we're happy to send a replacement order to your current address. Youll get tracking info via email once your package leaves our warehouse (within 5-7 business days). As a heads up, we sometimes run out of inventory, even for recent orders, so your replacement may contain similar substitutes to your original products. 
  
  We double-checked, and the following products are now out of stock before we could process a replacement: 
  
  BY ***** **** ***** *************** Add-Ons
  FENTY SKIN Cherry Dub Triple Action Body Scrub - Add-Ons
  TOKYOMILK Let Them Eat Cake Parfum - Add-Ons
  BYROE Passion Fruit Yogurt Soothing Serum - Beauty Boost 
  
  Weve gone ahead and issued a total refund of $54.18 for the items mentioned above. You should see your funds returned to your original payment method in 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 know that we'll always do our best to help you, but we have internal checks in place at IPSY to keep things fair and safe for everyone. Special exceptions like this can only happen on a one-time basis, so we won't be able to accommodate another exception to our policy. 
  
  Thank you for your patience, and we're doing everything we can to make sure your future experiences are smooth and reliable.
  
  Warmly,
  Team IPSY

  

  Business Response

  Date: 11/28/2024

  Hello Kaitlyn,
  
  Thank you for bringing this to our attention through your complaint on the Better Business Bureau, and for sharing your concerns so thoroughly. I can only imagine how frustrating and disheartening this situation must have been for you, especially as a loyal customer since 2019. We truly appreciate your patience and understanding throughout this process, and Im glad to hear we were able to work out a solution where youll be receiving the items you paid for.
  
  I want to reassure you that we absolutely take your feedback seriously. If a mistake occurs in the futurewhether its from the warehouse or any other issuewe will always work to make it right. We are committed to ensuring that our customers are treated fairly and that mistakes are corrected in a way that reflects our dedication to providing a positive experience. While we do have updated policies in place, the goal is never to leave customers without the items theyve paid for or to cause any further inconvenience.
  
  Regarding the specific items you mentioned, please know that the items we featured in our memberships, and IPSY shops are only in a limited inventory. We're about to process a replacement for the original items; instead we processed a substitute but a comparable items. 
  
  I also want to acknowledge your feelings about the way this situation was handled. Its absolutely not our intention to make you feel undervalued or to imply that you were at fault. I can understand how upsetting it must have been to receive a message that made you feel like you were being blamed or mistrusted, especially after years of being a loyal customer. We deeply regret that our communication left you feeling hurt. Please know that your trust and satisfaction are incredibly important to us, and we take your experience to heart. 
  
  We never want to make our customers feel like their concerns aren't valid, and Ill be sure to share your feedback with the appropriate teams so that we can continue to improve.
  
  Warmly,
  Team IPSY 

  Customer Answer

  Date: 11/28/2024

   
  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. Thank you for working so hard to help facilitate a solution, I'm grateful. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:11/16/2024

  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.

   
  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,
  
  ******

   

  

  Business Response

  Date: 11/24/2024

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

  We totally get your excitement about receiving your order #o_wyqiic-i-m2ave5iu order. We can only imagine the disappointment that this situation has caused, and we owe you an apology for letting you down!
  
  Please know that it is always our intention to get your order out to you successfully and as quickly as possible, but once we hand your package over to our shipping partners, the route your package will take is chosen by them. Since we're not involved in that part of the process, we don't know the exact way your package will be delivered.
  
  Your membership experience is our top priority, so when selecting our shipping partners, we take both delivery time and customer satisfaction into account. I hear you, and I've passed your feedback along to our shipping team to help them evaluate our current partnership. We're working hard to ensure quick delivery for all of our members.
  
  I can see that one of my colleagues fully refunded your order #o_wyqiic-i-m2ave5iu as an exception. Your USD $59 and USD $35.99 funds should be returned to your account shortly.
  
  You were also issued a replacement for the following available items:

  - IPSY Skin Refresh Duo
  - AVANT SKINCARE Blue Volcanic Stone Purifying & Antioxydising Cleansing Gel
  - CIAT LONDON Dewy Blush Glossy Cheek Tint
  - NIP+FAB Salicylic ************************ ******** Skin Enhance Luminous Tinted Serum
  - CIAT ****** Brazilian Glow Bronzing Powder 
  
  Your replacement can be tracked here: ***********************************************************************
  
  Deliveries for non-contiguous U.S. and Canadian shipping addresses usually don't take longer than 20 business days to arrive, so if this replacement still makes it to you, you can keep it, on us! ??
  
  I sincerely appreciate your kind understanding! If you ever need help again, please feel free to reply to this thread so you can reach me directly, and Ill always help in any way I can.
  
  Yours truly,

  Team IPSY

• Initial Complaint

  Date:11/14/2024

  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.

   
  Complaint: 22554942
  
  I am rejecting this response because:
  
  That many months worth is more than $12 and change. You didnt explain to me why I was still getting shipments (I thought I was month to month) or all me what my preferred solution was. Additionally, all of my subscriptions were year to year and my other subscriptions, including my glam bag, were stopped immediately. Then I get notice from the bank that Im still paying for the beauty boost-not clearly explained anywhere that this is separate and must be cancelled separate. My glam bags and icon boxes didnt finish out the year, but youre claiming boxy Charm does? And that its only worth $12 for 4 whole months? More people need to know that you only ship $3/wk per product with boxy charm. Scam, one way or the other.

   The first communication made it extremely obvious that the agent did not thoroughly read my email, nor look up my account before responding. Enter contacting them again, further action was taken with no explanation and/or option given. They plainly asked me to resolve this complaint. I decline.

   I dont recommend doing business with Ipsy unless its short-term. Bad policies and practices, bad customer service, hidden subscriptions and fees, and the same brands and many times the same products on repeat, and the icon box is usually a controversial or d-list celeb trying to make a PR move. 
  

  Sincerely,
  

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

  

  Business Response

  Date: 11/14/2024

  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.
  
  Weve done some research, and heres what we found out.
  
  On March 29, 2024, we received your payment of $327.04 for your BoxyCharm annual renewal. Prior to your BoxyCharm cancellation on August 29, 5 months' worth of BoxyCharm orders were shipped to your current address. In addition to that, your Beauty Boost subscription was canceled on September 4, and your last Beauty Boost shipment was in September.
  
  *******, as a friendly reminder, when an annual membership is canceled, you will receive the remainder of the 12 orders you purchased, but your membership will not renew. After your cancellation date, you have 8 remaining credits, or 8 months' worth of orders. This explains why you continued to receive BoxyCharm boxes in September, October, and November.
  
  As of November 14th, you still have 5 months' worth of BoxyCharm orders.
  
  Don't worry, *******!
  
  We can confirm that one from our IPSY Care issued you $136.29 refund today (November 14th), and on top of the initial refund, we've issued $12.36 refund to cover the remaining 5 months' worth of unshipped orders. You should see these funds separately back in your account within 5-7 business days.
  
  Just a heads up! The second refund we've issued will reflect on your bank statement separate from the refund that was previously done on your account.
  
  If you need anything else, please reach out at any time and well be there.
  
  Best regards,
  Team IPSY

• Initial Complaint

  Date:11/08/2024

  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.

  I received a promotional mailer from IPSY advertising a free gift worth $50 plus $10 off the IPSY store with a promo code. The only term mentioned on the card was account reactivation (while supplies last). When I attempted to reactive my account, I could not apply the promo code provided on the mailer. I contacted IPSY customer service. Their initial response was that the promotion only applied for making your first purchase at the IPSY store. This condition is not listed on the mailer. I replied with photos of the mailer and expressed concern over the promotion being a bait-and-switch. The next email reply from IPSY stated I could not have the promo deal because I had not reactivated my account and therefore didnt qualify. However, I did not reactivate my account because I could not enter the promo code and I was told the promo did not apply. I asked for help reactivating my account with the promised promotion. IPSY replied 2 days later letting me know that the limited time offer had now expired. This promotion was a bait and switch.

  

  Business Response

  Date: 11/12/2024

  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.
  
  First, we sincerely apologize for the delay in getting back to you. We've received an unexpectedly large volume of DMs lately, and we truly appreciate your patience as we work to respond to everyone. Thank you for understanding.
  
  We understand how you feel about the information stated in the promo card you received, ****, and we apologize if you felt that the marketing was manipulative and misleading. We'll ask our marketing team to review it to make sure there's no further confusion.
  
  We'd be happy to explain a bit, ****.
  
  Free $50 Gift: This is exclusive for our monthly subscriptions. Once you reactivate your account, the specific promotion is still ongoing, all qualified previous members should be able to get the said gift.
  
  $10 off the IPSY Shop: The "Halloween10" code ($10 off) can only be used towards an order placed from IPSY Shop. ****, Glam Bag subscription and IPSY Shop orders are different ones, which is why this specific code cannot be applied towards a subscription order. In IPSY Shop, you can place any items of your choosing from all the products featured for the month, unlike your Glam Bag subscription where products you receive were matched based on your Beauty Quiz. In addition to that, the IPSY Shop is available 24/7 and always between 30%80% off retail prices. Shop all the bundles, sales, offers, and perks in one place.
  
  Dont worry; since the above-mentioned promotion was over, heres what we can do for you to make this right, ****!
  
  1. We can manually reactivate your Glam Bag subscription (per your initial request to **** *.), and we'll send out the free $50 worth gift.
  2. We can manually add a new $10 code to your account, which you can use towards an order in the IPSY Shop.
  
  Please let us know this works for you, ****. That way, I can give you the best possible help!
  
  Thanks so much, and we're looking forward to helping you out!
  
  Warmly,
  Team IPSY

• Initial Complaint

  Date:11/03/2024

  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.

  Supposed to allow a choice of products, website not working appropriately during window.

  

  Business Response

  Date: 11/06/2024

  Hi *****, 
  
  Thank you for bringing this to our attention through your complaint on the Better Business Bureau. 
  
  We completely understand your disappointment since you were having some trouble with customizing your BoxyCharm this month. 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.
  
  We wish we could reopen the Build Your Box feature for you; however, we were unable to do so due to system design. We understand that you're looking forward to customize your box this month, and 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! 
  
  Weve added a $25 coupon to your account. Your coupon code is CSMGM363O1X2 and it's valid for one transaction in our IPSY Shop through December 6th, excluding Add-Ons.
  
  We know that the $25 coupon wont fully fix things, and we truly believe that reopening the feature to allow you customize your box would be the best way to make it right. We really hope this helps ease your worries and makes your experience better. Above all, We hope it brings you some happiness!
  
  Here's how it works: If you select 3 items and their total is $25, you can use the coupon to get all 3 items for free. However, if you select items totaling more than $25, the coupon will cover up to $25, and you would need to pay the remaining amount.
  
  Please know that we care for you, and we want everything to be addressed, please feel free to reply to reached out to us. 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. 
  
  We're dedicated to responding to our members within 24 hours. Your patience is truly valued. 
  
  Have a wonderful rest of your day!???
  
  With kindness,
  Team IPSY 
  

• Initial Complaint

  Date:11/02/2024

  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 was contacted by two different **** from Ipsy and they truly went out of their way to make me feel heard and went above and beyond to try to make my experience moving forward a lot better! Because of this, I am going to continue my subscription with them and I would like to close this claim. I attached copies of both emails from the representatives for your information. If they contacted me because of your help, then I owe you a big thank you as well!d lines without addressing any of my concerns.I was informed that I would receive a refund of the $67.10 charged for my subscription, which I appreciate, but I am still waiting for the refund of $34.63 for the first box I never received. They said I have to track down my own refund with my bank, which means phone calls, hours wasted, and just time I do not have when Ipsy could easily send my refund right away, especially when I never received what I paid for. The lack of clear communication, the unexpected charges, and the overall unsatisfactory customer service have left me feeling disappointed and frustrated with a company I once trusted.

• Initial Complaint

  Date:10/28/2024

  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.

  I order 2 packages every month. It comes directly off my credit card. I moved back to ** in September 2024. I haven't received anything at all since August 2024. I filled out a change of address card before I left and still waiting for all of my packages or a total refund. I've always liked my packages and even referred my friends. But I can't find a contact number for them. I tried to file a complaint with them but I haven't heard anything from them yet. You can text my phone number ************.

  

  Business Response

  Date: 10/30/2024

  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.
  
  ****, ???we looked through our records, and it looks like we havent received any messages from the email you provided to BBB pertaining to your address request and unreceived shipments since August. ???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. We're sorry for any trouble this may have caused.
  
  At the moment, ???we're primarily equipped to provide support through our automated chat 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.
  
  No worries, ****, we're here now, and we're happy to help.
  
  Looking through our records, ???we noticed that you provided a different email to the BBB website, but your membership is associated with j**********2@*********.
  
  ???Would you like us to update your email address on your account to the email you provided to the BBB website? We communicate regularly via email to send you updates about your membership, so we recommend using an email address that you check often.
  
  ???As we looked through your account, ****, we saw that an address in ********, SC, was added to your account on October 2nd; however, ???we just wanted to make sure that we have your full current address to ensure it is accurate on your account for all future shipments.
  
  ???Would you mind confirming your full current shipping address? Once confirmed, we'll be able to help you with your unreceived shipments.
  
  Thanks so much, ****, and I'm looking forward to helping you out! ??
  
  Warmly,
  Team IPSY

• Initial Complaint

  Date:10/21/2024

  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've paid over $1,200 over the past year. I've tried to get it canceled a year ago. They take $43 $45 a month for a year that I've been trying to get it canceled still hasn't canceled

  

  Business Response

  Date: 10/24/2024

  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.
  
  We looked through our records, and it looks like we havent received any cancellation attempts, request or messages from the email you provided to BBB pertaining to your cancellation. 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. We're sorry for any trouble this may have caused.
  
  Don't worry, ****!
  
  We've cancelled your subscription so that you won't receive any future orders. we've also issued you a refund for your recent order, and you should see the funds back in your account within 5-7 business days. Please know that feel free to keep this month's order on us!
  
  If you need anything else, please reach out at any time and well be there.
  
  Best regards,
  Team IPSY