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Business Profile

Skin Care

Maelys Cosmetics USA Inc.

Headquarters

BBB accredited business seal
BBB Accredited BusinessB Rated by BBB

Complaints

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

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Maelys Cosmetics USA Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 1,181 total complaints in the last 3 years.
    • 849 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/19/2024

      Type:Order 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.
      Maelys offers various skin products. They offer you a 30 day trial with a lot of red flags. A reputable merchant doesnt try to trick a buyer out of their money. This company has complaints in every state.. my first attempt to return ( product unused in box) was unsuccessful as their chat wasnt working. I emailed them and by the time anyone responded they claimed my 30 days was over. My package wasnt even delivered here initially but left at a neighbors house ,after many emails Maelys agreed to send me a return label. By that time my credit card company was trying to dispute it and now maelys said I didnt use the label ! Trickery at every opportunity . Ill be happy to receive a new label and send it back. Next step is filing a fraud case with the post office

      Business Response

      Date: 08/25/2024

      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.

    • Initial Complaint

      Date:08/19/2024

      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 placed an order for a free trial of 2 items all I had to pay was $5 - or so they tell you. They place a hold on your account for much more. Then they provide a label to return the items within the trial period but still charge you for a recurring subscription even when they've told you it is canceled. They claim the items haven't been received the warehouse. I returned within the agreed upon time, using their label and they refuse to help me get my money refunded.

      Business Response

      Date: 08/21/2024

      We are sorry to hear about your experience. Our customer service team has been in touch with you and we wanted to confirm that we have refunded your for your order. Please feel free to reach out with any further questions or concerns!

    • Initial Complaint

      Date:08/15/2024

      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 accepted the "try before you buy" offer and placed the order on 7/13. I received the order and used the product as directed until it was finished. I contacted Maelys customer support before the trial period ended(trial ended 8/8 and I contacted them on 8/4) and let them know the product was pretty much done and didn't provide any results. The representative assured me that I didn't need to return anything and I would not get charged. We emailed back and forth and she assured me several times I wouldn't get a charge for the trial items.To my surprise, on 8/11 I receive an email saying I was charged $127.15!Now for the past 3 days I've been trying to contact them with no response. It's like they vanished into thin air after they had been so prompt in responding(seems like they only wanted to lure me in to purchase some other items but now that I want my money back that they said they wouldn't charge, I get no response.I regret falling for their tactics and just want my money back. Simple

      Business Response

      Date: 09/01/2024

      We apologize for any inconvenience caused. Weve reached out to help resolve this matter privately. Please dont hesitate to contact us with any further questions or concerns.

    • Initial Complaint

      Date:08/14/2024

      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.
      Did the Try Before you Buy where you pay $5 and then if you keep the products they charge you. After 1 day I reached out about a return. While annoying and trying to upsell me, they did send me a label. I shipped the products out on 7/22 and they delivered on 7/29. They then decide to charge me the full amount even though the return was completed. I have emailed 6 times, reached out on Instagram and they keep ghosting me. I am Fed up with these people. Horrific customer service, I called the number no answer, I escalated the claim with ****** as well.

      Business Response

      Date: 08/21/2024

      Were so sorry to hear about your experience, as it is our mission to ensure every customer is satisfied! We wanted to let you know that you refund has already been processed. If you have any further questions or concerns, please don't hesitate to reach out.

      Customer Answer

      Date: 08/21/2024

      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:08/14/2024

      Type:Service or Repair 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 company sent out expired products have tried for two days to get in touch with someone to resolve issues and have not been able to I have asked to return all products since they are expired and get a full refund.

      Business Response

      Date: 08/21/2024

      We're so sorry to hear about your experience and sincerely apologize for the inconvenience this has caused. Please know that we take this matter very seriously and are currently investigating the issue further. In the meantime, we have sent you a new order to replace the expired products. If you have any further questions or concerns, please feel free to reach out to us. We're here to help and ensure you're fully satisfied.

      Customer Answer

      Date: 08/21/2024

      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:08/14/2024

      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.
      Business advertised try before you buy option. (Trial for 21 days and will not be charged for product of returned)Trialed 2 products but they didn't work out so I filed for a return at day 16. Recieved and automated response for over 3 weeks before receiving the return label promised with a message that said they will refund if the item is returned within the original 21 day period. Business will now not return my email or refund my money (>$100)

      Business Response

      Date: 08/25/2024

      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. Our customer service team has been in touch with you and we wanted to confirm that we have sent you a return label for your order. Once the products have arrived at our warehouse, we will be sure to issue a refund for your order. Please feel free to reach out with any further questions or concerns!

      Customer Answer

      Date: 08/31/2024

      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:

      Package has been sent but due to history or lack of response until BBB was involved, I do not feel comfortable closing this case until refund has been distributed.

      The effort I have had to put into getting my money returned includes this case filed AND 20+ emails over nearly 2 months that received generic responses or no response. 


      Sincerely,

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




       


      Business Response

      Date: 09/08/2024

      We wanted to confirm that we have already refunded you for your order. If you have any further questions or need additional assistance, please feel free to reach out to us.

      Customer Answer

      Date: 09/10/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is less than satisfactory to me but the matter has been resolved. I have spent too much time addressing this to ensure they refund my money and their solution did not account for the time I've lost. 

      Sincerely,

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



       

    • Initial Complaint

      Date:08/14/2024

      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 have been trying to get a refund for over 2 months with no luck I keep emailing them and they have told me numerous times that my refund should take 3-14 days and it has been well over that now its August ****************************************************************** my account. This is been going on since June when they took the money out of my account. Its like its a computer generated message telling me my refund should be processed. Im not receiving an actual message from a human $300 is a lot of money to be waiting for for that long

      Business Response

      Date: 08/25/2024

      We apologize for any inconvenience this has caused. Since you have opened a dispute with ****** and received a refund through them, we are unable to process a direct refund on our end. Once a dispute is resolved through ******, they handle the reimbursement, and this typically closes the case. If you have any further questions or need additional assistance, please let us know. We're here to help.


    • Initial Complaint

      Date:08/14/2024

      Type:Sales and Advertising 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.
      try before you buy. sent back after asking for return label multiple times. finally given one. returned with confirmation and then still charged anyway. non-responsive for refund.

      Business Response

      Date: 08/21/2024

      We're so sorry to hear about your experience as it is our mission to ensure each and every customer is satisfied. We wanted to confirm that you were already refunded. Please feel free to reach out with any further questions or concerns!

      Customer Answer

      Date: 08/21/2024

      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:08/13/2024

      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.
      ordered products for free if you don't like return for a refund. Ended up with a rash emailed several times with no response for some reason they do not have a phone number, I finally received email back asked about all 3 products I received and how to return so that I would not get charged, only received a response on my free item stating i didn't need to return nothing on the ones they were going to charge me for. now 2 weeks later still no response on how to return and 100% was charged for both products sounds pretty scam to me all i want it to return and refund my $100+

      Business Response

      Date: 08/19/2024

      We are truly sorry to hear about your experience. It is our mission to ensure each and every customer is satisfied. Our customer service team has been in touch with you, and we wanted to confirm that we have sent you a return label for your order. If you have any further questions or concerns, please feel free to reach out. Have a great day!

      Customer Answer

      Date: 08/19/2024

      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:

      [Your Answer Here]

      I am requested my refund as per email states I wouldnt be charged  

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 09/01/2024

      We wanted to confirm that we have received your return and have refunded you for your order. If you have any further questions or concerns, please feel free to reach out. Were here to help!

    • Initial Complaint

      Date:08/13/2024

      Type:Service or Repair 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.
      Took advantage of the offer try before you buy do not like the product it breaks my skin out would like to send it back. Tried to get a return label from the company in the manner in which they provided me to do so and now theres no way to get a hold of them, and now theyre going to take the money out of my account and Im stuck with the product that I do not want or like

      Business Response

      Date: 08/29/2024

      We apologize for any inconvenience you may have experienced regarding the return of your recent purchase. We have just 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. 

    Maelys Cosmetics USA Inc. is BBB Accredited.

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