Complaints

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

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  Ivystorehouse.com

  46036 Michigan Ave., Suite 304 Canton, MI 48188

• 

  Ivystorehouse.com

  4237 Normandy Ct Royal Oak, MI 48073

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/02/2025

  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 have been a subscription member of ************** since June 2024. In the fall of 2024, the company changed its cancellation policy without notifying customers, making it impossible to cancel fully through its website. Despite multiple cancellation attempts in November 2024, I was charged for a December box. Additionally, I sent an email to their listed address to confirm my cancellation, but my charges for December were not addressed. Instead, I was informed that my account was canceled, and I would not be charged in January. Complaint Details: 1. I canceled my subscription in November 2024 through their website and followed up with an email to confirm the cancellation. Despite this, I was charged for a December box. 2. I have not received the December box that I was charged for. 3. I was charged again in January 2025, despite being told my account was canceled and that I would not incur additional charges. 4. *********** claims they respond to inquiries within 48 hours, but their response times are taking weeks. This demonstrates a pattern of poor customer service, lack of fulfillment, and unethical billing practices. Customers are being charged for products that are not shipped and for subscriptions that were canceled. I have also discovered that other customers are experiencing similar issues. Resolution Requested:- A full refund for the December 2024 and January 2025 charges. - Confirmation that my subscription is fully canceled and that I will not incur further charges. - Improved communication and accountability from the company regarding cancellations and fulfillment of orders. This has been an incredibly frustrating experience, and I am filing this complaint to bring attention to what seems to be a systemic issue with Ivy Storehouse.

  Business Response

  Date: 01/04/2025

  We apologize immensely for the shipping delays this holiday season. An email was sent to our subscribers. The demand has resulted in a longer response time to emails. We've cancelled your subscription and issued a refund as requested. Depending on your banking institution, please allow 5-7 business days to see the credit reflected on your account.

  Your subscription was cancelled on November 20, 2024. As a reminder: 

  If your request was received before the 15th of the month, your subscription will be canceled before the next billing cycle, and you wont be charged again.
  
  If your request was received on or after the 15th, your subscription will be canceled after the next billing cycle.

• Initial Complaint

  Date:12/20/2024

  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.

  Monthly subscription. I have not received my November box. I am charged monthly and have not received the last two boxes. At this point, I know longer want the box and would like a refund.

  Business Response

  Date: 12/24/2024

  We understand the disappointment and concern that there was a delay with your November Ivy Box. Our subscribers were sent an email regarding the shipping delay this holiday season. We've shipped the November and December shipments. The tracking numbers are 92612903033868543475080552 and 92612903033868543475367691. If you would not like to keep the boxes and return them for a refund, please follow the return instructions included in the shipment. Please visit your account dashboard to cancel your subscription. 

  Customer Answer

  Date: 12/27/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:12/13/2024

  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.

  I paid for a monthly subscription and never received my November box. Ive emailed them several times to only receive an auto-generated response that it will be shipped in 3-5 days. Never received the box. They arent genuinely reading these emails to their customer service and providing support: They arent apologizing and offering a refund or explaining what the reason is for not receiving what I paid for. They keep pulling money from my account for Decembers box, when they havent even delivered on Novembers obligation. The amount I was charged was ***** for November and December and I want my money refunded. I refuse to pay for something I never received.

  Business Response

  Date: 12/24/2024

  We understand the disappointment and concern that there was a delay with your November Ivy Box. Our subscribers were sent an email regarding the shipping delay this holiday season. We've shipped the November and December shipments. The tracking numbers are 92612903033868543400130536 and 92612903033868543400441649. If you would not like to keep the boxes and return them for a refund, please follow the return instructions included in the shipment. We apologize immensely for the inconvenience. 

• Initial Complaint

  Date:12/13/2024

  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.

  November subscription box never arrived. Payment extracted on 11/1. I have contacted the business a multitude of times and have received a standard response of I promise you will receive your box in 3-5 business days on 2 separate occasions. As of 12/13 I still havent received the box. The payment for December was extracted on 12/1 and customers have started to receive the December boxes. I just want my November box- what I paid for and proper communication - verbal communication- provide a phone number.

  Business Response

  Date: 12/24/2024

  We understand the disappointment and concern that there was a delay with your November Ivy Box. Our subscribers were sent an email regarding the shipping delay this holiday season. We've shipped the November and December shipments. The tracking numbers are 92612903033868543400123385 and 92612903033868543475380621. We apologize immensely for the inconvenience. 

• Initial Complaint

  Date:12/13/2024

  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.

  Monthly transactions were deducted from my account of $52.94 on 10/31/2024 and 12/01/24. I have yet to receive the items from the paid subscriptions. Attempts to reach out to the company has been unsuccessful.

  Business Response

  Date: 12/24/2024

  We understand the disappointment and concern that there was a delay with your November Ivy Box. Our subscribers were sent an email regarding the shipping delay this holiday season. The email listed on your account is **************************** with the name ****** *******. We've shipped the November and December shipments. The tracking numbers are 92612903033868543475096119 and 92612903033868543400419402. We apologize immensely for the inconvenience. 

• Initial Complaint

  Date:12/11/2024

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a subscription service. I did not receive monthly product for November. Does not respond to email inquiries. Cancellation requests are not honored.Sent three cancellation requests

  Business Response

  Date: 12/24/2024

  We understand the disappointment and concern that there was a delay with your November Ivy Box. Our subscribers were sent an email regarding the shipping delay this holiday season. We've shipped the November and December shipments. The tracking numbers are 92612903033868543475095761 and 92612903033868543400419150. 

  We received your cancellation requests on November 18th, November 20th, and December 9th. As a reminder:
  
  If your request was received before the 15th of the month, your subscription will be canceled before the next billing cycle, and you wont be charged again.
  
  If your request was received on or after the 15th, your subscription will be canceled after the next billing cycle.

  Please let us know if you need further assistance. 

  Customer Answer

  Date: 12/27/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  In your email communication I was advised I would receive a $25 gift card. As of today, it has not been received.
  
  Regards,
  
  ******** ******

• Initial Complaint

  Date:12/10/2024

  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.

  As much as I regret to submit this complaint, I beleive that I am being ignored by this business. Initially, I requested and paid for an Ivy Box on November 2, 2024. I have not received the box to-date. Another soror who lives nearby received her box at least two weeks ago.On December 2, I received an email stating that I would receive the Ivy Box in 3-5 business days. It did not arrive. On today, I received an email stating that I would receive the Ivy Box in 2-3 business days. Your packages arrive via ****** so I can track whether or not a ***** delivery has been made to my home; I have not received anything from you. So, I wrote to cancel my subscription.I am willing to accept a credit for the November box upon returning it, since your refund record is not great. Since I have paid, not by my choice, for the December box, I will accept it. However, I want to official notify you that no future payments may be taken from my account, as I am notifying you once again that I WISH TO CANCEL MY SUBSCRIPTION EFFECTIVE ************** further payments should be taken from my account - I have notified the bank.

  Business Response

  Date: 12/24/2024

  We issued a refund for the November Ivy Box on December 13, 2024. Please contact your financial institution to confirm that refund. The December Ivy Box was shipped. The tracking number is 92612903033868543475450997. Please visit your account dashboard to cancel your subscription. 

  Customer Answer

  Date: 01/06/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  ************* has refunded my payment for item not received. I have received the second purchase. However, they did not acknowledge my request to cancel the subscription due to a new step involved in canceling subscriptions, of which I had not been made aware until much later. In spite of that, I am satisfied with the result.

  Regards,

  ***** *****

• Initial Complaint

  Date:03/25/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1) I returned an item on 3/01/24 and requested a refund. The company sent me a gift card on 3/18/24 which I used to order a denim jacket from their catalog. I received the jacket on 3/23/24 and returned it via the label that they sent and requested a smaller size, on 3/25/24. I later received an email that the item was a final sale. This was not disclosed when I ordered.2) I returned an Ivy Box item on 3/07/24, requesting exchange for a smaller size. They have yet to respond to the return.

• Initial Complaint

  Date:06/13/2023

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is regarding a previous complaint made toward Ivy Storehouse - complaint# ********. The merchant has yet to refund $43.49. I was to receive a refund of $130.47 on May 24, 2023 but only received $86.98. I cancelled my membership and a month later received merchandise from this store. I contacted the merchant about the cancelled membership and unwanted merchandise and informed her I am returning the box. I did not get a response. I would like to be refunded $43.49 as well as shipping cost of $13.72.UPS tracking# 1Z34E56E0396105959 on May 26, 2023.

  Business Response

  Date: 06/23/2023

  Our records indicate your 6 month subscription renewed on December 01, 2022. The 6 month renewal included monthly shipments from December 2022 through May 2023. The subscription was cancelled on April 21, 2023. Cancelling a subscription prevents future billing. It does not cancel the prepaid shipments. That means when your subscription was cancelled, there was still one pending shipment (May *** Box). We've noted your May *** Box was returned and issued a refund. Depending on your banking institution, please allow 5-7 business days to see the credit reflected on your account. If you need additional information, please let us know. 

  Customer Answer

  Date: 07/06/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  

   
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  I am owed $13.72.
  Regards,
  
  ***************************

• Initial Complaint

  Date:05/22/2023

  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 returned two boxes of merchandise two months ago and have not received a refund or store credit. I have since cancelled my membership and have not received any follow up regarding my returns. Nor have I received communication regarding cancellation my membership. My first return was sent 3/31/2023 and the second return on 4/24/2023. Initially, I was informed returns take ***** business days on 4/21/2023. I have not heard anything since then.

  Business Response

  Date: 05/24/2023

  We apologize for the inconvenience. Unfortunately, returns sent to ************** are currently experiencing delays. We've verified your returns with the tracking details and issued a refund. Please let us know if further assistance is needed. Have a blessed day! 

  Customer Answer

  Date: 05/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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