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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.
    • 845 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:07/24/2024

      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 ordered through Try Before You Buy and received the product on Friday 6/28. My 21-day trial ended on 7/19 so I emailed on 7/17 that I wished to return it and why, then received a reply that I would receive the return label in a separateemail. I did not receive a label, was charged $50 for the product on 7/20. When I followed up, I was told it was past the trial period so I could get notget a refund. I emailed a screenshot of the original email, which was alsostill part of the email stream we were communicating through, as well. Still going around the mountain just to get a return label. No other company I have done business with has so much trouble keeping their commitment to their own return policies.

      Business Response

      Date: 07/25/2024

      We're so sorry to hear about your experience as 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. Please feel free to reach out with any further questions or concerns!

    • Initial Complaint

      Date:07/24/2024

      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.
      I signed up for the try before you buy program. Pay the shipping, use their products, money back guarantee if dont like the products, you dont get charged.Within the 21 day trial period I tell them I dont want the two products. I specifically say I do not want the products and DO NOT WANT TO BE CHARGED. They tell me no problem would you like to try another product with no extra cost. I say fine but Im traveling not sure if I will have time to use the new product. They send me the new product (just one) and days later I get charged for BOTH of the original products I specifically said I did not want and did not want to get charged for.I have emailed them at least 20+ times, they continue to offer me more product but refuse to refund my money, although their website said our satisfaction is guaranteed. If you need any more info please let me know, but this business is scamming customers left and right. Their ******** and Instagram is riddled with other people who have had the same issues with this company.

      Business Response

      Date: 08/01/2024

      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 your order has been refunded. Please feel free to reach out with any further questions or concerns!

      Customer Answer

      Date: 08/05/2024

      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:07/24/2024

      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.
      Didnt make an order wiht this company and have been trying to get the company to delete the account and not send any products to me again and get my money back for orders I didnt make! Have been communicating with them by email only and get this taken care of and the company is fighting me to correct the fraud that was done in my name! I keep on trying to delete the account and all the information and they have refused up till now! Box sent got returned dont have order numbers didnt make order

      Business Response

      Date: 08/01/2024

      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:07/24/2024

      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 through Maelys 'Try Before You Buy" program. The advertising says you will just be charged a $5 shipping fee. It isn't until you place the order you are informed by email you will be charged the full amount as a "pre-authorization." The full amount was drafted from my bank account and inaccesible for over 10 days. Because I did not want to be charged again, I made sure to begin the return process well in advance of their 21 day window (began at 17 days ***** they gave me the run around about sending a return shipping label, which I see from other complaints is common practice, however after complaining I was able to get it emailed to me. I message with a CSR via IG and she ensured me if the package was returned before the 21 days were up I would see no charges. Per my **** tracking it was delivered and accepted to their warehouse in time. Now, a full WEEK later, I have a charge for the full amount drafted from my account. God knows how long it will take to be refunded. This is an absolute scam, it's as if they are borrowing customer's money to float themselves through. It's gross.

      Business Response

      Date: 08/01/2024

      We're so sorry to hear about your experience as 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 your order has been refunded. Please feel free to reach out with any further questions or concerns!

    • Initial Complaint

      Date:07/24/2024

      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.
      I ordered products from Maelys for the try before you buy service. I did not end up even trying the products as I had some pretty severe skin breakouts from unrelated products, and based on other reviews I decided trying them wasn't worth the risk for me. I cannot send the items back as I need a return label from the company. I emailed their customer service email (on their website) multiple times only to get a bounced email response saying the email doesn't exist. I reached out on their website twice as well- once over a week ago and once today. I have heard nothing back. I just want a refund. I'm happy to send the items back, and I am within the timeframe to do so- I just am unable to as I haven't heard back from the company after multiple attempts to reach out. I don't want to exchange the products, I don't want to be stuck in a subscription for products I don't want and that continue randomly showing up at my door after charging my card for hundreds of dollars, and I don't want to continue being ignored. The customer service is severely lacking and makes it difficult to get any assistance.

      Business Response

      Date: 08/01/2024

      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 wanted to confirm that we have sent you the return label. If you did 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. 

      Customer Answer

      Date: 08/05/2024

      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:

      I did receive the return labels and have returned my items. I am still waiting for my refund in the total of $256.15 (for the two separate orders).  

       

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 08/13/2024

      We wanted to confirm that both your orders have been refunded. Please feel free to reach out with any further questions or concerns!

    • Initial Complaint

      Date:07/24/2024

      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.
      This company advertises for a free trial of a product, and they charge you $5 for shipping. After they send you the product, they then send an email stating that you will be charged the full price of the product after 30 days (this was not communicated in the original offer). I tried the product, and it irritated my face, so I contacted the company to send the product back. The company has NO phone contact only an email. It took them many days to respond to my email. They finally sent the return shipping label, and I sent them an email prior to mailing the product back to remove all my billing information and cancel the order as I sent the product back. Of course, they charged my card after sending the product back as I ordered them NOT to. I then had to ****** search for a customer service number. When I called the number, they simply answered the phone "customer service". I asked which company they represented, and they said they represented many companies?! They had very thick accents and were hard to understand. They then tried to obtain my banking information from me. When I refused, they chastised me and SWORE at me, calling me a *************

      Business Response

      Date: 07/29/2024

      We apologize for the inconvenience you experienced and regret any confusion regarding our trial offer terms. These terms are communicated via email and prior to checkout. Please note that we provide customer service only through email and social media, and not by phone. The call you mentioned is not affiliated with our company. Our customer service team has been in touch with you via email, and we want to confirm that your order has been refunded. Please feel free to reach out with any further questions or concerns.

      Customer Answer

      Date: 07/31/2024

      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:07/24/2024

      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.
      Purchased items from maelys online. There was a money back return policy if the items Were not kept. I started the return before the window of opportunity was up and the just kept procrastinating any ability to return it including offering me other items. The whole transaction is near to $300 and they never afforded me the opportunity to return it

      Business Response

      Date: 07/30/2024

      We're so sorry to hear about your experience. Our customer service team has already reached out and sent you a prepaid return label. Once the product arrives at our warehouse, we will process a refund for the full amount of your order. Please feel free to reach out with any further questions or concerns. Have a great day!

    • Initial Complaint

      Date:07/23/2024

      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 ordered the 21 day try before you buy on 6-25-24. I received the product on 6-29-24. After using it for 17 days I decided I did not see results and wanted to return it. When I contacted customer service on 7-16-24 I was told I would need to return it within the 21 days. That gave me 4 days to get it mailed back. No one tells you that the mailing time is also part of the 21 day time frame. I printed out the shipping label provided by the company and stuck it in the package with my product. I paid myself for an overnight fed ex to ensure it will get back to the company before the 21 day time frame so I would not be charged! The fed ex was sent on 7-16-24 to the same address as the shipping label the company provided. Tracking shows that package was delivered and signed for on 7-18-24 at 2:14pm signed by K.KKL. That is two days before the trial deadline. Today 7-22-24 I have a charge for the price of the product. I dont have the product. I returned it within the 21 days and I was charged anyway. I have sent numerous messages today and have not received one reply about this charge and when I will get it refunded. It shouldnt have been charged to begin with. The return label is in the ***** with the product and I also wrote my name and order number on the label. This is not ok and I want my refund!

      Business Response

      Date: 08/01/2024

      We're so sorry to hear about your experience as it is our mission to ensure each and every customer is satisfied! Please note that a return shipping label was sent to your email on July 20, 2024. We wanted to confirm that your order has been refunded. Please feel free to reach out with any further questions or concerns.

       


    • Initial Complaint

      Date:07/23/2024

      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.
      On June 22, 2024 I placed a try before you buy order for **tight cream. Order . I received the order around June 27th. On July 11th I reached out via email and asked how to return the product. I was offered to get another product like Get-dreamy or Get -cheeky and I would get to keep the **tight cream at no charge and only be charged for the cheaper product. I found it to be a great deal and accepted it and asked for the Get-Cheeky. After a couple of days I reached out again to ask about when I would receive the product because I hadn't received an email like with the previous order stating it shipped or even that the order was placed. Then I received this email; "On Wed, Jul 17, 2024 at 4:45 AM <*****************************************************> wrote:** **************** ****** **** *********** ******* ********* **** ******** *** ********** **** ** ** *** *** ** *** ******** ****** ** **** ** **** ******* ** ** ***** ******** **** *** **** ** ****** *** ********* *** **** ***** **** ***** *** ** **** *** *** **** **** ** ******* *** *** ******* ******** ***** ** **** **** ** ********** *** ********** * ******** **** **** **** **** *** ******* ****** ****** *************** *** ** *** * ***** ******** *** ***** *** ** ****** **** *** ****** *** *** **** ****** *** *** *** ****** *** **** ****** * **** ******* *** ******** **** ******** * *** ***** ** ******* * *** ******* *** **** ** **** ****** *** **** ******* ** ** ********** *******

      Business Response

      Date: 08/04/2024

      We apologize for any inconvenience this may have caused. We've reached out to address and resolve this matter privately, and we wanted to confirm that everything has been resolved. Please feel free to reach out with any further questions or concerns!

    • Initial Complaint

      Date:07/23/2024

      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 tried on numerous occasions to contact them in regards to refunding my card that I was charged incorrectly. I mailed back the package and stated that it was delivered on 18 July. It is now the 23rd and I still have no refund of $75 back on my credit card.

      Business Response

      Date: 07/24/2024

      We're so sorry to hear about your experience as 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 your order has been refunded. Please feel free to reach out with any further questions or concerns

    Maelys Cosmetics USA Inc. is BBB Accredited.

    BBB accredited business seal

    This business has committed to upholding the BBB Standards for Trust.

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