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Business Profile

Beauty

Il Makiage

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Beauty.

Complaints

Customer Complaints Summary

  • 1,578 total complaints in the last 3 years.
  • 527 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/19/2023

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a product from Il Makiage a month ago. IIn addition to this order, Il Makiage placed another order I never made and charged me for it. When I contacted them about this, they said that they will cancel the order and assured me it won't be sent to me. They reversed the charge (at the time) but the order wasn't cancelled and the product was shipped. A month later I was charged for it. What is very concerning is that they have my credit card information even though I didn't save this info on their website and that they essentially placed a fraudulent order. When I log into my account, none of the orders (the one I placed and the one they created) are in the system. I contacted them regarding this but haven't heard back from them. Originally when I made an order they were very quick to respond. Not this time.I would like a refund of USD51.75 and I would like them to erase all my information from their system (wherever they keep that info) to prevent future unauthorized transactions. Thank you

    Business Response

    Date: 10/20/2023

    Hi ****** - I apologize for the inconvenience. A supervisor has emailed you directly to assist.

    Customer Answer

    Date: 10/20/2023

    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 and the matter has been resolved.

    Sincerely,

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



     

  • Initial Complaint

    Date:10/12/2023

    Type:Product Issues
    Status:
    Answered
    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 never told to return any of the items in the email. The items did not match description. Color did not match as a website described. I was told they would be sending another without my approval. I never stated I wanted to see if another product match. Those words were never written and yet they still send another product charge me for it . Gave me 14 days when I was out of the country . I came back told them I was out of the country and tried the product and still didnt match my color. Still didnt match ,color is not like prescribed on the website.And then they charge me twice ***** when they told me to keep the items and never once said I had to return any of the items. Plus $82.02 for the other items that were sent. I dont want any of items I am and was willing to return. I still have the other items ready to be returned as the shade did not match.

    Business Response

    Date: 10/13/2023

    Hi *******! 

    I am happy to help explain. After reaching out to us about your original order not being a perfect match, on 9/2 we gave you two options - an exchange or a return. The options stated to reply with the answers to some questions if you would like an exchange, or gave you instructions on how to download a return label if you preferred to return. You did reply with details on what was wrong with the shades you received, letting us know you wanted something lighter. Based on this information, we told you that we processed an exchange for the foundation and concealer. No action was taken with the primer. We explained that with the exchange you had a new 14 day trial from the date of delivery to return or exchange the new products. 

    Because the primer from the original order was not returned within your trial period, you were charged for this product at the end of your trial period. Due to an issue with a payment processor, unfortunately, this charge was charged 2 times, 1 of which was immediately refunded. I do also see that the second charge was refunded as a one time courtesy on 10/12 through our customer support, despite not returning the item. This refund can take up to ****************************** your account. 

    As mentioned by the agent after they processed your requested exchange, your trial was restarted. Because you did not return the new shade within the 14 day trial period, you were charged for the price of the foundation and concealer. Again, as a one time courtesy only, these were refunded despite no return being made through our customer support on 10/12.

    At this time we do see that you have both orders in your possession, the original and exchange, for the price of the non-refundable shipping fee only as all other charges have been refunded. These refunds were a one time courtesy and all future orders must adhere to our standard return policies! 

     

  • Initial Complaint

    Date:10/12/2023

    Type:Product Issues
    Status:
    Answered
    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 never purchased anything,I saw it on facebook,then I saw all these charges on my account.Be very careful,they will steal your money

    Business Response

    Date: 10/12/2023

    Hi *****- I apologize for the inconvenience. A supervisor has emailed you to assist with this.

  • Initial Complaint

    Date:10/11/2023

    Type:Product Issues
    Status:
    Answered
    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 tried to cancel my product being delivered at regular intervals and they Re charging me to do so. The charge is for a registered letter and I am sending an email. I just want the product cancelled

    Business Response

    Date: 10/12/2023

    Hi ****- I apologize for the inconvenience. This is the first we're hearing of this from you as we don't have any emails to my customer service team regarding this issue, but we are here to help! Please email us at ****************************************** with the subject BBB and we will get this sorted out for you ASAP.  

  • Initial Complaint

    Date:10/11/2023

    Type:Product Issues
    Status:
    Resolved
    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.
    The Il Makiage company uses multiple deceptive tactics and attempts to put every hurdle at their disposal to make it as difficult for customers to make changes or cancel an upcoming auto-replenishment order. By making their website and billing practices as confusing and difficult as possible this enables them to scam their customers out of as much money as possible. 1. In order to login to your account on their website you must enter in your email address and then wait to receive an email with a link to login. The website does say that you can enter in with a password but I have never been able to login with my password despite updating it every time. A lot of times I would be logged out after only being logged in for a few minutes and would have to start over and request a login link multiple times on one visit to their website. 2. There is no listed customer service phone # on their website or not one that is easy to find, making it difficult for customers who have limited access to internet or online services. 3. Their website does not allow you to easily cancel an auto-replenish order. The only changes that can be made on their website are to change the date for an auto-replenish order. 4. There is a FAQ section on their website for multiple topics including one for auto-replenishment; however there are no example questions and answers on the auto-replenishment FAQ on how to cancel an auto-replenishment order. This is an obvious omission. Therefore, there are no instructions on how to or where to go to cancel an auto-replenish order that are readily available. 5. Their form to submit to contact them on their website is broken. Every time I completed the form with my info and submitted it I would get a lost connection page. This lost connection page is also on their end and is not from an internet browser. 6. In order for me to contact them I had to search for and find an email address and copy and paste it into my email message, thus making the process to contact them even more difficult. 7. The ONLY email that is sent to notify customers of an upcoming auto replenishment order has a very generic subject line and does not contain the word order in it. This makes it very easy to miss or to disregard as a normal advertisement email. 8. Auto-replenish orders are labeled and shipped prior to being charged or notifying customers making it impossible to cancel an order prior to shipping. This is so you have to wait until you receive the order, request a return label, mail the product back and wait for them to process the return. Adding several steps and additional time makes it more likely that the customer will forget about the return and they will not have to refund the customer their money.9. My order confirmation email was received several hours after I was charged for the product. This makes it very confusing and could be misconstrued as a mistake or identity theft. 10. Lastly I requested to speak with a supervisor regarding my order. I was told that I would be contacted by one as soon as possible. That was over 18 hours ago and I still have not heard back from them. That is completely unacceptable that a customer is unable to speak with a supervisor or manager for a retail company during during the work week or be contacted within a reasonable time frame. I was given no time frame of when I could expect to be contacted making it likely that I would miss their contact if I am even contacted by them at all.

    Business Response

    Date: 10/12/2023

    Hi ************** apologize for the inconvenience. A supervisor has emailed you to assist with this.

    Customer Answer

    Date: 10/18/2023

    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 and the matter has been resolved.

    Sincerely,

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



     

  • Initial Complaint

    Date:10/10/2023

    Type:Customer Service Issues
    Status:
    Answered
    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 tried the try and no buy option and I have been charged for something that I didnt consent for.I only should have paid the shipping fee, and now I am paying for everything.I do not want the products anymore I want my money back immediately.I want someone to help me with this. I have send a email and I want I response.I will be waiting to hear from you with my money transferred back into my account

    Business Response

    Date: 10/10/2023

    Hi **************** apologize for the inconvenience. A supervisor has emailed you to assist with this.

  • Initial Complaint

    Date:10/09/2023

    Type:Billing Issues
    Status:
    Answered
    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.
    On May 23, 2023 I bought Il Makiage's "Woke Up Like ***** ********** for $49.66, and they automatically signed me up for their auto-ship program. I canceled my subscription, but didn't receive any emails about it so I removed my payment method from my account as well. Then, on October 3, I received an email notifying me that my payment bounced so my order was on hold. When I checked my bank account this morning, I noticed that I had a pending charge for $39.69, which I've been unable to cancel.

    Business Response

    Date: 10/10/2023

    Hi ************** apologize for the inconvenience. This is the first we're hearing of this from you as we don't have any emails to my customer service team regarding this issue, but we are here to help! Please email us at ****************************************** with the subject BBB and we will get this sorted out for you ASAP.  

    Customer Answer

    Date: 10/13/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    I was told that I still have auto-replenish on for my account (connected to email ************************** even though I cancelled auto-replenishment weeks, if not months ago, and my account shows that I do not have any recent orders. Furthermore, I never should have been charged because I removed my saved payment from my account. I am just trying to get a refund, and I'm willing to return the product I received, but never ordered.

     
    Sincerely,

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




     

    Business Response

    Date: 10/25/2023

    Hi ***** - I see that your auto-replenishment was canceled on 10/15 and you were refunded for the unwanted order on 10/18. Please allow up to ten business days for the refund to reflect on your statements.

  • Initial Complaint

    Date:10/09/2023

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    Around 10/6/2023 we were charged 81 dollars after canceling this order a month ago. We had gotten a refund back a month ago but a month later they charged us back. We don't want the product. They need to stop charging people who cancel orders after a month later. On top of that you call the number and can't speak to anyone.

    Business Response

    Date: 10/09/2023

    Hi **************** apologize for the inconvenience. We dont offer customer support over the phone but we are here to help! Please email us at ****************************************** with the subject BBB and we will get this sorted out for you ASAP.  

  • Initial Complaint

    Date:10/06/2023

    Type:Billing Issues
    Status:
    Answered
    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.
    On 10/4/2023, charged $82.85 for a "replenishment"??? There was no clear information on the website that this was going to happen. After I received the first one, it didn't even work. I went to cancel my account and I thought I did, but here we are. Order # *********

    Business Response

    Date: 10/06/2023

    Hi ****** - I apologize for the inconvenience. A supervisor has emailed you to assist with this.

  • Initial Complaint

    Date:10/05/2023

    Type:Product Issues
    Status:
    Answered
    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.
    Even after I made my purchase in August, despite the Try-it policy, I am still being charged three months later, even though I haven't made a purchase since August. I want a refund because I can't take away my card info from them.

    Business Response

    Date: 10/06/2023

    Hi ************ apologize for the inconvenience. I see that youve been in communication with my team and they explained the charge youre seeing and that youve been refunded as of 10/5.

Il Makiage is NOT a BBB Accredited Business.

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