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:03/24/2025

  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.

  I learned Maelys was running a promotion try before you buy for their B tight lift and firm booty mask where they stated simply pay $5.95 for shipping and theyll let you try the cream for 21 days. They said in the email if you are not satisfied with the product, simply contact them and theyll send you a prepaid label no questions asked. I originally ordered the cream on 2/15/25. I contacted Maelys customer support to let them know I was unhappy with the results and was looking to return the cream on 3/11/25. I have since been charged full price for the cream & received multiple emails with no resolution or instructions on how to return the cream. They keep asking me to complete survey and they will forward to appropriate department but no prepaid label to return cream and no refund. This company is using scam to get people to buy their useless products pretending theyll let them try before you buy.

  Business Response

  Date: 03/25/2025

  We apologize for any inconvenience you may have experienced regarding the return of your recent purchase. We understand how frustrating this situation can be and are committed to resolving it promptly.
  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:03/22/2025

  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.

  February 17, 2025. I paid 5.90 for shipping and free trial period. Try before you buy. Then they tried to charge another card , different card for $100.54 the same day. My bank canceled card and said there was unauthorized fraudulent activity. I contacted Maelys and told them to cancel order. They said I had to wait and get product and return. I still have not received return label or information as of today after several emails. . And they continue to try and charge my card. They just tried again this morning to charge me.

  Business Response

  Date: 03/23/2025

  We apologize for any inconvenience you may have experienced regarding the return of your recent purchase. We understand how frustrating this situation can be and are committed to resolving it promptly.
  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:03/21/2025

  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.

  Yesterday morning I sent my first e-mail requesting a return label for the two products I had in the Try before your buy period. After several deflecting e-mails from the company and me replying every time that I am not interested in different products, or keeping the products longer, I am still not provided with the return label. They advertise it is a hassle free procedure for customers to return products but they deliberately make it very hard for customers. I need a return label.

  Business Response

  Date: 03/22/2025

  We apologize for any inconvenience you may have experienced regarding the return of your recent purchase. We understand how frustrating this situation can be and are committed to resolving it promptly.
  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.

  Customer Answer

  Date: 03/22/2025

  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:03/21/2025

  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.

  I placed an order from MAELY'S COSMETICS on 3/21/25, responding to their "Try it before you buy" promotion. The terms as stated were that the customer would pay just shipping and then have 30 days to try the product before being charged the full amount if the customer decided to keep it.However, *****'S not only charged my bank account $6.25 shipping, but also an additional $126.85 which I must assume is the full amount of the product I was going to ****** attempt to contact the company at the telephone number they list is met with a recorded message saying that "the person you are trying to contact is not available". I have attempted several times at different times of the day with the same result.THIS COMPANY IS CLEARLY A SCAM. I have contacted them by email informing them to cancel my order and refund my money. In the meantime, ********** has deducted all the funds from my balance making that money unavailable for use. This is completely unacceptable. This company needs to be put out of business!

  Business Response

  Date: 03/22/2025

  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. Please dont hesitate to reach out if you have any further questions!

  Customer Answer

  Date: 03/22/2025

  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:

  ************ *******
  
  
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  *** ***** ****** ************ *****r Answer Here]

   

   MAELYS has already processed the $6.34 shipping fee, but the additional $126.85 is still pending against my account even though I have not even received any product to try. I plan to return any shipment unopened and have informed them of this. I have no doubt that MAELYS has every intention of processing this additional amount as soon as they possibly can and ********** has informed me that they cannot return my funds until they do. 

  Their bad faith is obvious and the research I have done indicates that this is in no way an isolated incident. It appears that this is a routine practice of theirs and is not only unacceptable but is also unethical. 

  I expect for them to remove the hold on my funds immediately.

  Every attempt I have made to contact them by telephone has been met with the same result that I indicated to you previously. It is clear that they want to avoid any real contact with their customers because they are a SCAM.

  Your assistance in resolving this problem is greatly appreciated.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *** ****
  
  
  
  
   
  

  Business Response

  Date: 04/05/2025

  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:03/21/2025

  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.

  I refused #********* and order #*********. Both done at ****! When I contacted Maelys they are thrilling me I need to contact **** Why? They are not the shipping company. BOTH PACKAGES **** REFUSED!! They have taken $94.40 and $100.30 from my account and are refusing a refund for either. I HAVDD EF NO PRODUCT!! Everything has been refused and returned! I want my money back!! Account should be cancelled!!

  Business Response

  Date: 03/22/2025

  We apologize for any inconvenience! 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.

• Initial Complaint

  Date:03/21/2025

  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.

  Subject: Request for Product Return and Refund Dear Maelys,I am writing to express my dissatisfaction with the product I received, which has proven to be ineffective and unsatisfactory. I would like to initiate a return for this product. Additionally, I would like to address the issue of being charged for a subscription to which I never consented.I kindly request a full refund for the amount charged to my account, as I did not authorize any transactions related to this service. If this matter is not resolved promptly, I will feel compelled to leave a review on social media and report the unauthorized charge to my bank.Thank you for your attention to this matter. I look forward to your prompt response.Sincerely, ******** ****** ******

  Business Response

  Date: 03/22/2025

  We apologize for any inconvenience you may have experienced regarding the return of your recent purchase. We understand how frustrating this situation can be and are committed to resolving it promptly.
  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:03/19/2025

  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 advertises a try before you buy offer on their website and on social media (********). I ordered 3 items on 3/4/25. On 3/16/25 I requested the return label and instructions, as the product is not for me. I followed up several time between 3/17-3/19 via email, chat, and direct message. Every time I get the same generic response that my issue has been "escalated to the proper department." I still haven't gotten my return label, and my requests have been ignored. If I am charged for these items fraudulently, I will have to go through the hassle of disputing this with my credit card and cancelling the card. This is criminal and false advertising. I want my prepaid labels and I want to return the items and I refuse to pay for them.

  Business Response

  Date: 03/21/2025

  We apologize for any inconvenience you may have experienced regarding the return of your recent purchase. We understand how frustrating this situation can be and are committed to resolving it promptly.
  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.

  Customer Answer

  Date: 04/06/2025

  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 returned the items within the specified time period and I was still charged the full price in 3/29  I have still not been issued a refund for this fraudulent charge   

  
  

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  
  
  Sincerely,
  
  
  ******** *********
  
  
  
  
  
  
  
  
  
   
  

  Business Response

  Date: 04/07/2025

  We apologize for any inconvenience! 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.

• Initial Complaint

  Date:03/15/2025

  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 placed an order that had products that allowed you to try them before you officially bought them. This allows you to have 21 daysto try the products out and if they dont work, you can contact their customer service to get a shipping label created so you can send it back the 21 days are up. I first contacted them on March 3 to which the response was very simple saying fill out a form and then I would have a shipping label sent to me shortly. I then reached out again on March 7 stating I still have not received the label to which they replied. It was forwarded to the team that handles that it should be processed shortly. I then contacted them on March 9 stating I need the return label quickly because my due date was quickly approaching to which they assured me. I would once again get the return label shortly. After this, I also contacted them on March 11 and 12th to which I got no reply. On March 13, I got a email stating to fill out the form once again due to the nature of me wanting to return the product. I filled it out again and heard no reply. I then contacted them again today March 14 and have heard no reply as well. I also got charged for these products today on March 14.

  Business Response

  Date: 03/17/2025

  We apologize for any inconvenience you may have experienced regarding the return of your recent purchase. We understand how frustrating this situation can be and are committed to resolving it promptly.
  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.

  Customer Answer

  Date: 03/20/2025

  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 am seeking a full refund, I had reached out to your customer service with plenty of time. I do not plan on being penalized for their negligent actions of forwarding my email to the correct address! As I had stated in my emails the product gave me an allergic reaction which is totally fine I understand some products are not for my skin, but only offering store credit is not the solution. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** ******
  
  
  
  
   
  

  Business Response

  Date: 04/20/2025

  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: 04/30/2025

  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:03/14/2025

  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 signed up to do a free trial just pay shipping. I did this and I never received said product. I then emailed asking where it was and they ignored my request and said sending you a new product but then charged me $117??? I have reported this as fraud with my bank and ******. I never asked to be sent more product. I never received anything from this company product wise. I want my $117 back and the previous shipping for the free trial. It seems to be impossible when they keep closing the chat on me for customer service as well as referring me to email which I never get responses for. Stealing peoples hard earned money is a crime. This company should be ashamed of this ongoing scam. I cannot wait til there is a class action lawsuit against them.

  Business Response

  Date: 03/16/2025

  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.

• Initial Complaint

  Date:03/14/2025

  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.

  TRY BEFORE YOU BUY - Was supposed to be set 1 product - I was sent 2 I contacted company to let them know I did not want to keep items per their offer of try before you buy return within ******************************************************************************************* succession and then silent - when they need to send the return label Two days later they charged my card $125 - when I only authorized 5.95 to ship the product The offer only included 1 product and they sent 2 (to the tune of $125 worth of stuff)I contacted them again to ask where my return label was and that I would be disputing their transaction with my bank - they answered only with more questions again in succession and them went silent - again This is a bait and switch situation and they are swindling who knows how many people out of $125 a pop

  Business Response

  Date: 03/16/2025

  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.