Complaints

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

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  Maelys Cosmetics USA Inc.

  Private Address Staten Island, NY 10314

  
• 

  MAELYS Cosmetics Ltd.

  251 Little Falls Dr Wilmington, DE 19808

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:07/31/2025

  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 have reached out to the customer support team multiple times to request a return label for 2 try before you buy products. Each time I request they offer me an exchange or store credit for a different product. When I decline the request and ask for a return label communication ceases. I would like to be able to return the products I do not wish to purchase in order to not be charged for them within the 3-week window, which will close on Monday, August 11.

  Customer Answer

  Date: 08/01/2025

  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:07/29/2025

  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 tried the advertised try before you buy and gave the product a chance but it keeps giving me irritation. I requested for help with the refund and the email just went back and forth stating claiming Im ineligible for refund when in fact my initial email was sent within the 21 days. When I sent proof, my email went back to 'generic' customer service and they said they will forward again to proper department which means we are back to where we ********** feels this company is not being true to what they are trying to advertise. Now the full amount was charged to my account and have not received any confirmation of the return shipping label and confirmation that i will get refunded.

  Business Response

  Date: 07/30/2025

  We apologize for any inconvenience! Our Try Before You Buy option lets you experience our products without upfront payment. A non-refundable $5 shipping fee is charged at checkout, and you have 21 days to decide if you'd like to keep the items. If you choose to keep or exchange them, the payment will be processed automatically at the end of the trial period. If not, you can return the products within the 21-day window to avoid any charges. Our customer service team has reached out, and we wanted to confirm that we successfully processed your refund. Please do not hesitate to reach out for any other concerns.

  Customer Answer

  Date: 07/30/2025

  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:07/28/2025

  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.

  Like most other complaints, I did the 21-day Try Before You Buy trial. I'm disappointed in my experience and seeking a refund. My trial began on June 24, 2025 when I received their B-TIGHT Mask. The deadline to return it if I wasn't satisfied was July 15, 2025. On July 7, 2025 (around 2 weeks later), I reached out to their customer service to initiate a return. It was an incredibly difficult process as the only options for contact are the ** bot on their website or email, neither of which lends to an immediate response and prolongs the return process. On July 10, 2025, I finally had the return label and instructions about how to return the product (they asked that I return the free gift as well). Their policy states the label must be used before the deadline so on July 12, 2025, I dropped the product off at my local shipping store. I was surprised when I saw a charge to my credit card for nearly $60 less than a week later. When I inquired about it, I was informed that I didn't make the return within the window and I could only receive store credit. I shared the receipt of my drop off that showed the date and time, along with the **** tracking number, and they denied me a refund anyway. According to them, the return only counts once **** begins processing it, a technicality that the customer has absolutely no control over. There is no flexibility on their end despite the information I've provided. I'm not interested in store credit because I'm not interested in their products. Hence, why I made the return in the first ******** biggest regret is not checking BBB before ever engaging with this business.

  Business Response

  Date: 07/29/2025

  We apologize for any inconvenience! Our Try Before You Buy option lets you experience our products without upfront payment. A non-refundable $5 shipping fee is charged at checkout, and you have 21 days to decide if you'd like to keep the items. If you choose to keep or exchange them, the payment will be processed automatically at the end of the trial period. If not, you can return the products within the 21-day window to avoid any charges. Our customer service team has reached out, and we wanted to confirm that we have successfully processed a refund for your order. Please do not hesitate to reach out for anything else.

  Customer Answer

  Date: 08/01/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and though I wish I had not had to seek out multiple forms of resolution including this one to receive a response, I find that this resolution is satisfactory and the matter has been resolved. I encourage the business to re-examine its 21-day trial practices. They are considered predatory as demonstrated by the fact that my complaint is one of many more about this same issue.
  
  Sincerely,
  ****** *
  
  
  
   
  
  

• Initial Complaint

  Date:07/28/2025

  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.

  I ordered a trial "try before you buy " on July 2nd 2025 and in the email that was sent to me it said my trial ends on July 30th 2025. I have to return the product to not be charged the full amount of $116.91.I was given a shipping label and I have sent the package with their product back out as I do not want to be charged. That is their policy. So today is Monday July 28, 2025 and the company decided to charge me. They overdrawn my account. I reached out to them via email and chat a feature on their website. ****** was with whom I spoke to in the chat and in email. She told me in the chat that unfortunately my trial ended on July 26th and that is why they cannot refund me my money. I told her no that is inaccurate I have an email stating it ends on July 30th. She then said she was ending the chat and handing it over to another team. Then she stopped responding to my emails after she logged out of our chat. This is unjust and wrong and not what the company policy provided to be true to what they say. I would like my money back and I am currently trying to dispute the transaction to ****** and my bank.

  Business Response

  Date: 07/29/2025

  We sincerely apologize for the difficulties youve experienced with your order.
  Its always our goal to ensure every customer feels valued and completely satisfied with their experience.
  
  Weve reached out to you privately to provide more information and assist you further.
  
  In the meantime, please dont hesitate to reach out if you have any additional questions or concerns were here to help in any way we can.

  Customer Answer

  Date: 07/29/2025

  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:07/27/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered products. I didnt like them and returned them in the window date. You cannot call ************* They tell me my subscription is canceled but then process a new order and send it to me! They told me the pending charge was to be canceled because they see my return is in progress and now Im feeling shipped more products. I want my money back. I dont want the product!!!! Im sick of getting generic emails from what seems to be a robotic system.

  Business Response

  Date: 07/27/2025

  We apologize for any inconvenience! We looked into your concern and found that the order placed for you last monthwas for a subscription that started upon check-out of your TBYB order. Our customer service team reached out and we are confirming that the subscription has been cancelled.  We have sent you a return label. If you do not receive it or encounter any further issues, please let us know, and we will ensure you have everything you need to complete your return. Please do not hesitate to contact us for any other concerns.
  

• Initial Complaint

  Date:07/27/2025

  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 daughter had ordered from this company without my knowledge using my information. When the package came in I asked for it to be returned to sender. This was 2 weeks ago. I then realized 2 weeks ago it was a subscription based order, and I cancelled the subscription. HOwever was then charged yet again, for an order or subscription that I did not have nor placed. I have reached out to the company multiple times regarding both of the charges and they refuse to refund the orders that I did not place nor have any of thier products and continue to charge me.

  Business Response

  Date: 07/27/2025

  We sincerely apologize for the difficulties youve experienced with your order.
  Its always our goal to ensure every customer feels valued and completely satisfied with their experience.
  
  Weve reached out to you privately to provide more information and assist you further.
  
  In the meantime, please dont hesitate to reach out if you have any additional questions or concerns were here to help in any way we can.
  

• Initial Complaint

  Date:07/26/2025

  Type:Order 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 placed an order with ******************************** and it states all over the web site, free shipping and money back guarantee within ******************************************************* enough time to supposedly get a refund if I didnt like the product allowed time. And I forgot to cancel my auto-ship within the first 14 days so the sent another box that I didnt want. I started the process of returning the un-opened box which cost me *****. They took a few days to respond to my email for return instructions which now I know they delay responding to make you miss the return window. I finally got the shipping label to return the un-opened box on July 23rd and I sent the box back the next day. They send me a email stating my return wasnt within the 14 day return period, and offered me a store credit for *****. Which the product was never used because I never opened the box it was sent in.

  Business Response

  Date: 07/27/2025

  We apologize for any inconvenience! Our customer service team reached out and we are confirming that the subscription has been cancelled and fully refunded.
  
  Please don't hesitate to contact us for anything else.

• Initial Complaint

  Date:07/25/2025

  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.

  This company offered a try before you buy promo and they took the money out of my account, will not ship my product and will not refund me. When I attempt to contact for a refund, they give me a generic message and say my order cannot be cancelled and they will not give me my money back.

  Business Response

  Date: 07/27/2025

  We apologize for any inconvenience! Our Try Before You Buy option lets you experience our products without upfront payment. A non-refundable $5 shipping fee is charged at checkout, and you have 21 days to decide if you'd like to keep the items. If you choose to keep or exchange them, the payment will be processed automatically at the end of the trial period. If not, you can return the products within the 21-day window to avoid any charges. We have sent you a return label. If you do not receive it or encounter any further issues, please let us know, and we will ensure you have everything you need to complete your return. Please do not hesitate to contact us for any other concerns.

• Initial Complaint

  Date:07/25/2025

  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.

  Try before you buy: 5/2025-NEVER RECEIVED!!!never received anything 7/25/2025-Money taken from DEBT card. NEVER AUTHORIZED THE PURCHASE.I AM NOT ABLE TO REMOVE MY DEBT CARD-THIS IS FRAUD ON THE COMPANYS ACCOUNT!!

  Business Response

  Date: 07/27/2025

  We apologize for any inconvenience! Our customer service team reached out and we are confirming that the subscription has been cancelled and fully refunded.
  
  Please don't hesitate to contact us for anything else.

• Initial Complaint

  Date:07/25/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have ordered from ******** cosmetics 2 weeks ago they charged my card for 67 I never received my order it states that once you order a product from them that it is processed and shipped that same business day is no later than 4 days I have reached out to them several times about this issue and just getting the runaround they told me that even though I have not received my product even though they have not sent it out I cannot get a refund they told me my order was already processed they keep just giving me a runaround it has not been processed it shows went up on checking my order through the order number that it was ordered but never shipped out I feel like I'm being scammed I want my refund they are trying to hold on to the money as well as a product they have millions of complaints against this company I want my refund! Keep saying they will get back to me but they never do they're just prolonging the issue that has a refund guarantee on their site but I never even got my product! They did not want to respond my money!

  Business Response

  Date: 07/25/2025

  Thank you for reaching out, and Im truly sorry to hear about the experience youve had. I completely understand how frustrating this situation must have been, especially when you were expecting your order to arrive in a timely manner.
  After reviewing your order, I can confirm that a full refund has already been processed back to your original payment method. You should see the funds reflected in your account within 314 business days, depending on your banks processing times.
  We sincerely apologize for any confusion or delay you experienced, and we appreciate your patience. If theres anything else I can assist you with, please dont hesitate to reach out.

  Customer Answer

  Date: 07/25/2025

  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,
  
  ********* ******