Complaints

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

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  IMVU

  1001 Marshall Street, Suite 100 Redwood City, CA 94063

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  IMVU

  PO Box 2772 Redwood City, CA 94063

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:11/17/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a in-game creator for the company IMVU. My account MPR was wrongfully disabled on November 12th, 2025. They claim I was laundering an excessive amount of credits through the Earn Money Program. I dont know what credit laundering is, nor is my account apart of the program. Ive NEVER sent a application to join. I reached out to the company multiple times, but theyre being difficult with re-enabling my account. Id never do anything to breach the companys policy. This is an error.

  Business Response

  Date: 11/24/2025

  Hello REMOVED,

  Thank you for taking the time to reach out and share your concerns. We understand how upsetting it is to have your account disabled, and we know this isnt the outcome you were hoping for.

  
  Weve taken another thorough look into the activity on the account, and after a full review, the decision to disable it will remain in place. The actions taken were based on clear evidence available to us, and as outlined in our Terms of Service, IMVU reserves the right to take necessary action when violations are detected.

  
  We know this isnt easy to hear, but please understand that these decisions are made carefully and with the integrity of the platform and community in mind. While we wont be able to reinstate the account, we appreciate your understanding.

   

  Regards,

  IMVU Team

• Initial Complaint

  Date:11/14/2025

  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.

  Complaint Summary:IMVU permanently disabled my account ZAMERYA and removed my Money Program eligibility under the incorrect claim of abuse of the REMOVEDprocess. IMVU did not follow the legal requirements of REMOVED512 and provided contradictory explanations. I am requesting a corporate-level review and reinstatement.Details:IMVU stated that my account was disabled due to multiple REMOVEDcomplaints, but I was never given a single REMOVEDtakedown notice, complainant information, URL, or any evidence, which IMVU is required to provide under 512(c)(3). I was also never offered counter-notice rights under 512(g). I have never filed any REMOVEDnotices, so REMOVEDabuse under 512(f) does not apply.IMVU sent conflicting messages: one email only said I was no longer eligible for the Money Program, while a support agent (REMOVED) claimed my account was permanently revoked due to multiple REMOVEDcomplaints and then stated she was prevented from providing any information. These contradictions show REMOVEDprocedure was not followed and the violation category was misapplied.Impact:My account was disabled without due process, my Money Program privileges were removed, I cannot access earned funds, and I was denied the information legally required for a REMOVED-based action.Requested Resolution:Corporate review, evidence of any alleged notices, correction of the violation category, reinstatement of my account, reinstatement of Money Program eligibility, and confirmation that VIP billing is cancelled.

  Business Response

  Date: 12/02/2025

  Hello REMOVED, 

  Thank you for taking the time to share your concerns. We understand how important your account and Creator activity are to you, and we appreciate the opportunity to review this matter.

  After a thorough internal investigation, we confirmed that a significant portion of the products in your catalog contained copyrighted or trademarked materials. This is a direct violation of IMVUs Terms of Service and our Virtual Goods Policy. As outlined in these policies, IMVU reserves the right to take appropriate actionincluding account disablement and removal of program eligibilitywhen the use of protected intellectual property is identified.

  We recognize that situations like this can be frustrating, and we genuinely understand your desire for clarity. However, the actions taken were not based on DMCA abuse or counter-notice procedures, but rather on clear violations of our platforms content guidelines and intellectual property standards.

  If you believe any of our findings are incorrect or if you wish to formally appeal, you are welcome to contact our DMCA team directly at REMOVEDThey can review any relevant rights documentation you may wish to provide.

  We hope this provides clarity, and we appreciate your understanding as we work to maintain a safe and compliant environment for all Creators and users on IMVU.

  -IMVU Team

• Initial Complaint

  Date:11/11/2025

  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 recently submitted a complaint About not having access to my account, but turns out I had my password wrong so after accessing my account I received notification that I had a hold and theres no way to get it off because I dont have the email address. I have the name of the email address but I dont have access to that email because it was closed do to inactivity also I have no way of verifying the last four digits of the card I used to purchase my credits and register my name in 2019 because It was a REMOVEDgift card

  Business Response

  Date: 11/24/2025

  Hello REMOVED,

  Thanks for reaching out. We checked the account linked to your email address REMOVEDand it appears that everything has been resolved. If you still need help accessing your account, you can update your support ticket #REMOVED. Our dedicated support team will be happy to assist you further.

  Regards,

  IMVU Team 

   

• Initial Complaint

  Date:11/04/2025

  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.

  IMVU disabled my accounts, MILLIEBARBIE and Queenmillie, for alleged credit laundering, but this was a misunderstanding. I am a legitimate IMVU Creator who regularly supports other creators and brand ambassadors within the official IMVU REMOVEDof my ambassadors, Solira, is also a verified Creator in the IMVU Earn Money Program. I made several large purchases from her shop and occasionally compensated her in credits for her ambassador work all of which were done within IMVUs official system, not through any third-party or off-platform credit trades.Despite explaining this clearly during my appeal, both accounts remain permanently disabled with no proper resolution or review. I have invested significant time, money, and creative effort into my brand on IMVU and have always tried to comply with the platforms Terms of Service.I believe IMVUs automated systems or internal review misunderstood legitimate creator-to-creator payments as credit laundering.I am respectfully requesting that IMVU:Re-review my accounts (MILLIEBARBIE and Queenmillie) and restore access, or Provide a refund for any remaining credits, VIP subscription fees, or purchases linked to my accounts.I am not asking for special treatment only a fair reconsideration and communication regarding the situation.

  Business Response

  Date: 11/05/2025

  Hello REMOVED,

  Weve reviewed your report and understand your concern regarding the disablement of your accounts MILLIEBARBIE and Queenmillie. Please know that we take every appeal seriously and have conducted a thorough review of your case.

  Our investigation confirmed that the accounts were involved in activity that violates IMVUs Terms of Service, specifically related to the creation and sale of DMCA-infringing products and the movement of credits between multiple accounts in a manner consistent with credit laundering. These actions are not permitted on the platform and can negatively impact the IMVU REMOVEDand economy.

  While we appreciate the time and creativity youve invested in your IMVU experience, the decision to permanently disable the accounts will remain in place. Because the disablement resulted from a Terms of Service violation, were unable to issue refunds for any remaining credits, VIP time, or purchases linked to the accounts.

  Thank you for your understanding.

  Regards, 

  IMVU Team

• Initial Complaint

  Date:11/04/2025

  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.

  Ive had an account hacked that I have spent money on I originally made the account when I was 12 or 13 and it means a lot it helped me find myself learn my own personality become a free thinker and now it is gone Ive reached out to them their support team emailed me and asked for more information which I did send but they never got back to me

  Business Response

  Date: 11/04/2025

  Hello REMOVED,

  Were sorry to hear about your experience and understand how important your account is to you. Wed like to look into this further and help resolve the issue.

  
  To do so, could you please provide your support ticket number and the email address or avatar name associated with your account? Once we have those details, we can locate your case and ensure it receives the appropriate follow-up from our team.

  
  Thank you for bringing this to our attention we look forward to assisting you further.

  Regards,

  IMVU Team

  Customer Answer

  Date: 11/05/2025

   
  Complaint: 24103994
  
  I am rejecting this response because: Im not ready to close this out because Ive already sent this information but the Support ticket number is 675723

  and the Username is Oneiroii please help me get it back I grew up and REMOVEDcare and my community on Imvu was my only stability and I really need that back 

  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 11/05/2025

  Hello REMOVED,

  Thank you for promptly providing your username and support ticket number. I wanted to let you know that we have escalated your case to ensure that our team prioritizes the verification process for your account. 

  We understand how important this matter is to you, and we are committed to ensuring that the rightful owner has their account returned. Our dedicated support team will continue to monitor your case closely and will provide you with updates as they become available.

  In the meantime, please keep an eye on your support ticket, as our team will be reaching out to you with any necessary information or next steps. If you have any further questions or require additional assistance, dont hesitate to reach out. 

  Thank you for your patience and cooperation as we work through this process. 

  Best regards,  

  IMVU Team

• Initial Complaint

  Date:10/30/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Recently, IMVU accused me of fraudulent activity and permanently disabled my account after a $4.99 purchase made through REMOVEDPlay. However, I never filed or authorized any chargeback or dispute related to that transaction. In fact, REMOVEDconfirmed that IMVU initiated the chargeback themselves, not me.Despite my repeated attempts to clarify this, IMVU continues to classify the payment as fraudulent, which feels like a false and damaging accusation of criminal behavior. They have also locked my other accounts until I repay the $4.99, even though doing so would mean paying again for a transaction that they themselves invalidated.

  Business Response

  Date: 10/31/2025

  Hello Victoria, 

  Weve reviewed your concern and confirmed that the hold on your account Guest_Torzi (CID REMOVED) has been removed, and you should now be able to access it normally.

  However, your other account, Guest_siiick (CID REMOVED), remains disabled due to a chargeback that occurred for order co132778352. This chargeback was processed through the payment provider, and as a result, IMVU did not receive payment for that order.

  To clarify, IMVU does not have the authority or technical ability to initiate a chargeback for in-app purchases. REMOVEDcan only be initiated by the payment provider or the account holder through their bank or app store (in this case, REMOVEDPlay). When a chargeback occurs, our system automatically flags and disables the associated account until the disputed amount is resolved.
  If you believe the chargeback was made in error, we recommend reaching out directly to REMOVEDPlay Support to request that the dispute be reversed. Once the payment is reinstated, your IMVU account can be reviewed for reactivation.

  Thank you for taking the time to share your concern, and we hope this explanation clarifies the situation.

  Best regards, 

  IMVU Team 

  Customer Answer

  Date: 11/01/2025

   
  Complaint: 24084563
  
  I am rejecting this response because:

  IMVU has only lifted the restriction from Guest_Torzi, while my Guest_Glazedpeen remains on hold, and Guest_siiick (CID REMOVED) remains disabled. The explanation provided continues to contradict verified information directly from REMOVEDPlay Support.
  IMVUs response claims that a chargeback occurred and that they do not have the authority or technical ability to initiate a chargeback. However, REMOVEDPlay Support explicitly confirmed that no chargeback was ever filed. Their exact statement reads:
  
  
  > As we review this order ID REMOVED, the order was canceled by the system because the developer didnt acknowledge the purchase in the allotted time frame.
  
  
  This confirms that neither I nor REMOVEDinitiated a chargeback. The issue was entirely due to IMVUs failure to acknowledge the purchase in time, resulting in the system automatically canceling the transaction.

  Therefore, IMVUs claim that the account was disabled due to a chargeback is factually incorrect and misleading, and the company continues to penalize me for their own internal error.

  
  I respectfully request that IMVU:
  1. Review and correct their internal records - if possible - to reflect - or at least acknowledge - that I initiated no chargeback or refund.
  2. Remove the restrictions and any fraudulent flags associated with the accounts Guest_Glazedpeen and Guest_siiick.
  3. Provide a written acknowledgement or formal explanation clarifying how this error occurred.
  
  
  Until these actions are taken, this complaint remains unresolved, and IMVUs response does not satisfy the requested settlement.
  
  
  Thank you for your continued assistance in ensuring this matter is handled fairly.
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 11/05/2025

  Hi REMOVED,

  Thank you for providing the additional details regarding your accounts and for sharing the response from REMOVED. We appreciate your patience as we work through this issue together. 

  We wanted to let you know that we've communicated with our engineering team about the situation. They will conduct a thorough investigation to determine if there is a bug on our end that could be causing this issue.

  In the meantime, the account "siiick" will remain disabled until we can confirm the status. However, Im pleased to inform you that we have successfully removed the hold on the account "Glazedpeen." You should now be able to access it without any issues.

  If you have any further questions or if theres anything else we can assist you with, please don't hesitate to reach out. Thank you for your understanding, and we will keep you updated as soon as we have more information.

  Best regards,  

  IMVU Team

  Customer Answer

  Date: 11/06/2025

   
  Complaint: 24084563
  
  I am rejecting this response because:

  I still need a written acknowledgement or explanation from IMVU clarifying how this error occurred. I also need written confirmation that if this error occurs again that my main account,( which I have spent hundreds of dollars on) Guest_Torz, will not be penalized in any way until due evidence has been provided.
  

  Thank you for restoring access to my Guest_Torz and Guest_Glazedpeen REMOVEDaccounts. I truly appreciate that progress!

  
  

  I look forward to the outcome of my wrongfully flagged account @Guest_Siiick, but if it truly cannot be restored, I will request a formal apology and acknowledgment of financial negligence. For over two months, I was repeatedly dismissed and accused of fraudulent activity despite providing clear proof that the issue was on IMVUs end.

  
  

  As REMOVEDPlay Support confirmed:

  
  

  > The order was canceled by the system because the developer didnt acknowledge the purchase in the allotted time frame.

  
  

  
  

  This shows the error originated from IMVU, not me. I only ask for written assurance that such a situation will not happen again to me or loyal, paying customers.

  
  

  Respectfully,

  REMOVEDCornell 
  

• Initial Complaint

  Date:10/27/2025

  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 account was put on hold due to some ap that is or was not on their. They said there was a warning sent, never sent one or I woupd have taken it off. My imvu name is xxnikkixx7. Since you guys can't follow your own rules. They like to watch me for no reason and not follow their own rules.

  Business Response

  Date: 10/28/2025

  Hello REMOVED, 

  Thank you for reaching out and for giving us the chance to review your concern. After carefully checking your account, we found that this is the third time it has been reported for posting inappropriate content in the General Audience (GA) space. The content in question contained strong sexual imagery thats only suitable for the Access Pass (AP) area.
  
  As this is your third violation, a 7-day suspension has been applied to your account as a warning. We understand that this may be frustrating, but please know its meant to ensure that GA spaces remain safe and comfortable for all audiences. Once your suspension period ends, youll be able to access your account again as usual.

  Best regards, 

  IMVU Team

  Customer Answer

  Date: 10/28/2025

   
  Complaint: 24070445
  
  It was not even ap. I see a lot of others with this animated pfp on imvu. I thought you were suppose to warn about it before the suspension. Did not even do that. So you can't take the suspension off since I see others with the same animated pfp on their profile. I think you guys watch my account. You all need to follow the rules too on giving a warning like it keeps saying but was no warning. 
  

• Initial Complaint

  Date:10/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am an independent creator on IMVU (operated by REMOVED) and have been an active member since 05/2017. I currently have 3 account registered in my name and have consistently maintained them in good standing. I pay at least $360 per year in VIP fees to keep my accoutns and creator shops active, ensuring compliance with all platform standards. Since April 3, 2025, REMOVEDhas withheld my payout of $929 and restricted my accounts due to the actions of another user who owed them $5. I have fully cooperated with their investigation and provided all requested documentation, yet there is no evidence that I am responsible for this user's actions. The other user's payments have been resolved, but my funds remain withheld, and I have received no communication, updates, or timeline for resolutions. This prolonged withholding of funds is causing financial hardship and is unjustified given my cooperation and long-standing relationship with the platform. I am requesting immediate release of my $929 payout and restorations of full account access.

  Business Response

  Date: 10/27/2025

  Hello REMOVED, 

  Thank you for reaching out and bringing this matter to our attention.
  
  After reviewing your case, weve removed the hold on your account so you can fully access it again. However, wed like to clarify that the original chargeback associated with your account was never settled. Despite this, weve made an exception and lifted the restriction as a goodwill gesture.
  
  We appreciate your long-standing participation as an IMVU Creator and your cooperation throughout the review process. If you have additional questions or concerns, please dont hesitate to reach out to our Support team for further assistance.

  Best Regards, 

  IMVU Team

  Customer Answer

  Date: 10/28/2025

   
  Complaint: 24067651
  
  I am rejecting this response because:

   

  Thank you for your timely response and for lifting the hold from my account. However my ShopJujitsus account REMOVEDis still on hold, and I am requesting that the restriction be removed as well. 

  The issue preventing me from accessing my shop has nothing to do with me at all. The other user, @KeepKalm, is the one who owes REMOVEDmoney -- not me. Despite that, on August 28th 2025, IMVU's staff placed my second account on hold, when I entered the live chat, the staff member asked me to make a payment on behalf of that user or reach out to that user to confirm if a payment had been made, which I did. The user provided me with proof of their transaction ID and I supplied this information to the support team as requested. On this same day, my ticket was marked "transferred to a specialist".

  Since that time, the entire conversation history within the ticket has been wiped from view (screenshots provided), including IMVU's own messages and confirmations. This has left me without any visible record of correspondence or proof that I followed all requested steps in good faith.

  While the additional hold does not prevent me from accessing my earnings, it blocks me from accessing my shops, supporting my customers, and participating in REMOVED's creator community. It also creates confusion for users who try to shop my catalog, as they receive an error message and frequently contact me for help -- which I am unable to provide due to the restriction.

  This matter should not be tied to my account, as I have no financial obligation in this situation. Therefore, I am requesting that IMVU lift the hold from my ShopJujitsus (175907563) account, as well, so that I may resume normal business operations.

  I would still like this issue to remain under review through my BBB complaint to ensure a fair and transparent resolution.

   

  Thank you for your time and understanding.

  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 10/29/2025

  Hello REMOVED,  

  Thank you so much for providing the additional information regarding your alt account, shopjujitsus (CID REMOVED). We truly appreciate your patience during this process.  

  Im happy to share some great news with you we have successfully removed the hold on your account! We understand how important this account is to you, and we hope this resolution brings you relief and satisfaction.  

  If you have any further questions or need assistance with anything else, please dont hesitate to reach out. Were here to help!  

  Best regards,  

  IMVU Team

  Customer Answer

  Date: 10/30/2025

   
  Complaint: 24067651
  
  I am rejecting this response because:

   

  Hello IMVU Team,

  Thank you so much for taking the time to review my case and for acting so quickly in lifting the holds from my accounts. I appreciate your efforts in resolving this matter and ensuring my accounts remain in good standing. I understand that, per IMVU policy, you cannot provide confirmation regarding the resolution of the case on @KeepKalm's end. I also acknowledge that I did not see any confirmation regarding the information I provided about the payment or the ticket conversation that was removed. That is completely fine, as long as it is clear that I am no longer considered part of that case or tied to the other users account moving forward.

  I also want to acknowledge the work IMVU is doing to improve the fairness for consumers and creators on the platform. I hope that when issues such as chargebacks arise, thorough investigations are conducted, since both IMVU and creators can be affected by fraudulent activity and transactions. Expecting a creator who was affected to act as debt collector to resolve these issues is unfair and puts that creator at risk of additional online safety concerns.

  I hope that in the future, there can be a smoother process for resolving these types of issues through customer service. Thank you again for your time and attention.

  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:10/15/2025

  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.

  They put my account on hold it been almost 2yrs I verified that it is my account is have spent over 5000 on this game

  Business Response

  Date: 10/17/2025

  Hello REMOVED, 

  Hello, and thank you for reaching out and sharing your concerns.

  We understand how frustrating it must be to be unable to access your account for an extended period, and we truly appreciate your patience. To assist you, weve reopened your support ticket #REMOVEDso our team can help remove the hold on your account.

  As part of our account recovery and security process, well need to verify that youre the rightful account owner. To do this, please provide:

  - A clear image of your non-expired government-issued photo REMOVED, and
  - A selfie of you holding that same REMOVED.

  Please note that we cannot accept screenshots or photos of the REMOVEDtaken from a computer or phone screen the images must be original and clearly visible.

  Once we receive and verify these documents, well be able to proceed with removing the hold from your account. This verification process is an important security measure to ensure that only the rightful owner can regain access.

  Thank you for your understanding and cooperation.

   

  Regards, 

  IMVU Team

  Customer Answer

  Date: 10/18/2025

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

• Initial Complaint

  Date:10/11/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a paying IMVU customer and content creator for over 12 years. During that time, I have invested both money and creativity into building virtual products and experiences within IMVU. Unfortunately, REMOVEDrecently encountered ongoing issues with the peer review process, which has now been delayed for over a week without clear resolution except contact us told me to upgrade my vip to diamond which means more money.When reaching out for help, I received generic responses stating that peer review times have no specific timeframe. However, it appears that faster review and better support are being prioritized for Diamond and Platinum (higher-tier paying) users, while regular-tier paying customers experience slower responses and REMOVEDa Criminal Justice student with a 4.0 GPA, I research guidelines and follow rules carefully. Yet, despite doing everything correctly, IMVUs system feels unequal and unfair, especially when staff or moderators tell users that only top-tier members receive priority support.This treatment discourages long-term creators who support the platform financially and creatively. I have friends who have stopped creating or canceled VIP memberships because they feel ignored and undervalued. Its disappointing that loyal customers are left waiting with no transparency.I respectfully request that IMVU or Together Labs:1. Review and clarify the peer review process timeline for all users.2. Ensure equal customer support regardless of membership tier.3. Address customer complaints with accountability and transparency.If this cannot be resolved directly, I am filing this complaint so IMVUs practices can be reviewed for fairness and ethics.Desired Resolution:Fair and transparent peer review timelines for all users Equal access to support for all paying customers A direct response from REMOVEDmanagement regarding these concerns

  Business Response

  Date: 10/12/2025

  Hello REMOVED, 

  Hello, and thank you for taking the time to share your feedback and concerns with us.

  
  We sincerely apologize for the delay youve experienced and for any frustration this has caused. We completely understand how important timely Peer Review completion is for our Creators, and we appreciate your patience.

  
  Please note that Peer Review completion times can vary depending on how many products are submitted in a day and how many users are actively participating in the process. Products are assigned to reviewers at random, and while there is no fixed timeframe for completion, all items are reviewed in the order they enter the queue.

  
  Creators who regularly participate in Peer Review do have the advantage of having their own products move through the queue more quickly, since active participation helps balance the overall review flow. Additionally, there are some benefits for Diamond and REMOVEDVIP Creators, which may result in slightly faster processing; however, we want to assure you that we do not purposely delay Peer Review for Platinum Creators. The system is designed to assign reviews fairly and randomly.

  
  We fully acknowledge that the Peer Review process has its challenges, and we are having internal discussions to improve its efficiency.

  
  Thank you again for your patience and for bringing your concerns to our attention.

   

  Best regards,

  IMVU Team

  Customer Answer

  Date: 10/13/2025

   
  Complaint: 24004356
  
  I am rejecting this response because:
  
  Thank you for your response, but I have to be honest your explanation doesnt address the deeper issue. The Peer Review system has become inconsistent, discouraging, and unfair to many loyal creators, particularly smaller ones.
  Ive personally completed over 125 Peer Reviews, and yet Ive seen little to no improvement in how quickly my own products move through the system. For example, some items I created on 10/6 cleared by 10/12, while others from the very same day are still pending. That is not a balanced or transparent process, and it makes paying for VIP feel like a REMOVEDinstead of a benefit.

  
  As a paying customer, I expect the full value of my REMOVEDVIP subscription, whether I create one product or one hundred. IMVU promotes VIP as a way to enhance the creator experience, not as a paywall that determines who gets fair treatment. Yet the system itself makes it clear Diamond and REMOVEDVIP creators receive faster processing, which means you need to spend more money just to get equal visibility. Thats not fairness; thats a tiered advantage.

  
  When REMOVEDtook over and rebranded IMVU in 2021, the focus shifted heavily toward mobile users, new monetization models, and investor-driven growth. Unfortunately, that shift came at the expense of the loyal creator community that made IMVU successful in the first place. The platforms reputation has suffered because of it features have been removed or restricted from the classic client, communication feels automated, and loyal creators are left feeling like numbers rather than partners in a shared creative space.
  IMVU used to be about creativity, community, and connection. Now, it feels more focused on profit, spending tiers, and algorithms. Thats why many of us are speaking up not to complain, but because we care about what IMVU once stood for and still could be again.

  
  Since I finally have your attention, Im urging IMVU to take these steps seriously:
  End the dismissive tone Creators should never be told they Need to spend more money to be heard or respected. Thats not customer service; thats disrespect.

  
  Make review times transparent Creators deserve a realistic timeframe or tracking system for Peer Review completion.

  
  Reward participation fairly If doing Peer Reviews is supposed to help our items move faster, then it should actually make a measurable difference for everyone.

  
  IMVU needs to wake up and refocus on the people who built this platform the creators. Without us, there is no marketplace, no community, and no growth. Im asking for real action, not another explanation.
  Sincerely,
  
  Sincerely,
  
  REMOVED