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:07/08/2024

  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.

  This was a trial product and I decided it wasn't a fit for me. The company is dodging sending me the return label so they can charge my card (21 day trial after receiving Product). I have asked 3x and have been told twice the label would be sent and it hasn't.

  Business Response

  Date: 07/10/2024

  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. Have a great day!
  

• Initial Complaint

  Date:07/08/2024

  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 called on the 21st day of using the product to return. They insisted it was past the 3 week trial. There is no phone number to speak directly with someone. The product irritated my skin. *** tried to use it and cant.

  Business Response

  Date: 07/11/2024

  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. Have a great day!

  Customer Answer

  Date: 07/11/2024

  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:07/08/2024

  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.

  I ordered one product from this company. When I opened the package, there were 3 items. At first I thought they sent free gifts, but after reading the paperwork, it stated I would be charged for these items if I didn't send them back. You cannot send people something they didnt order and make them pay for it. Really, I am entitled to keep the items and not pay for them. I am a busy human who would not have ordered something had I known that I had a 100% chance of having to make a return. Now even though legally I am not obligated to pay for it and I could keep it, they are going to charge my card and inconvenience me. I have decided not even to give the product I wanted a chance and will return it all. This company should not be sending people items they did not order and then charge them for it.

  Business Response

  Date: 07/10/2024

  We apologize for any confusion regarding our Try Before You Buy program. To clarify, at the end of your trial period, you will only be charged for one of the three products in your order if you decide to keep it. The other two products are complimentary gifts and will not incur any charges. If you have any further questions or need assistance, please feel free to contact us. We are here to help and ensure you have a great experience with our products.

• Initial Complaint

  Date:07/08/2024

  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 participated in the Try-Before-You-Buy program offered by Maelys Cosmetics for their B-Tight cream. It gives a 21 day trial period to use a full sized jar of the product only charging for shipping. If you decide to return the product for any reason in that time you are not supposed to be charged the remainder of the amount for the product. I decided 5 days AHEAD of the end of the term that I wanted to return the product. I proceeded to reach out, as instructed, to begin the return process. Through an entire day I now have a LONG email thread of them apologizing for my frustration and repeatedly saying that I will receive a prepaid return label "in the next few minutes" via email that then NEVER comes. I am concerned that this is a fraud that they are then going to try to charge the rest of the amount to my credit card. In the box, there is a card that has a url that is a domain that is in fact for sale: maelyscosmetics.com/returns which is also highly suspect.

  Business Response

  Date: 07/10/2024

  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 sent you a return label for your order. Please feel free to reach out with any further questions or concerns!

  Customer Answer

  Date: 07/11/2024

  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 so far, and as long as there are no further charges by the company, and my return (which was shipped back once I received the label) is accepted then I will consider the matter resolved. 
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:07/08/2024

  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 signed up for the try before you buy cream. I was only supposed to be charged if I kept the cream, but I contacted them a week before my trial ended and they still charged me the price for the cream. When I asked them to refund my account. They told me that my trial period was over and there was nothing they could do. I attached an email copy showing that I contacted them before my trial was over and asked them again to refund my account and send me a return label so I could return the unopened product, but they refused. I advise that I would be filing a complaint against them .

  Business Response

  Date: 07/10/2024

  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. Please feel free to reach out with any further questions or concerns!

  Customer Answer

  Date: 07/12/2024

  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 returned the product with the label that was sent. However, I would like the business to acknowledge that I have cancelled within the trial period and will be refunded the full amount when the product is received by them. 

  In the email where they sent me the return label, they made it a point to say that they would refund me only if it was determined that I cancelled before my trial was over. I have stated over and over that I canceled before my trial was over, and even attached the original email as evidence for them. The fact that they continue to question this concerns me because I would like them to confirm they will refund my money before I accept their response. 

   

   

   

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

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

  Business Response

  Date: 07/17/2024

  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 you for your order. Please feel free to reach out with any further questions or concerns!

  Customer Answer

  Date: 07/18/2024

  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:07/08/2024

  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.

  This was a Try before you buy" situation. You could return the product within 21 days if you it didn't work. It didn't. When I attempted to get the return info I continually got an automated response that it will be sent shortly For a week I emailed over 10 times. Now the 21 days is up and I was charged $54. It's a scam.

  Business Response

  Date: 07/10/2024

  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. Please feel free to reach out with any further questions or concerns! Have a great day!
  

  Customer Answer

  Date: 07/17/2024

  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:

  L 

  They finally sent the "return label" I tried 3 different printers (two at my home and one at a friends) it would not print. They ignored my emails then took $59 out of my account today . Its a total scam. I'm a moron for buying it. How do I get my money back?

   

   

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

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

  Business Response

  Date: 08/04/2024

  We wanted to confirm that your order was refunded on July 25th. If you have any other questions or need further assistance, please feel free to reach out. We're here to help!

  Customer Answer

  Date: 08/07/2024

  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. It's ridiculous that I had to go to these lengths to get my money back! Most people will give up. This company is a sham. 
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:07/08/2024

  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.

  Dont do it, Ive done it sent an email because there was NO PHONE NUMBER to send back products, they then respond keep the products n TRY 2 other products at the cheaper price. I RELUCTANTLY AGREED. So I get the new products to try and a week later almost $160.00 was taken out of my account. So I send an email explaining what happened I am then told that it was past the ***** PERIOD. Which I have the dated emails to prove. I then ask for a SUPERVISOR to please contact me about RETURNING the products, to date one has NIT contacted me. I then receive a package with 2 Bottles of exfoliator that I DID NOT ORDER.So I send another email asking a SUPERVISOR to please contact me, to date NO RESPONSE.So I am now going to contact my bank, the attorney generals office and everybody else I can think of. SCAM SCAM SCAM SCAM SCAM SCAM

  Business Response

  Date: 07/11/2024

  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 sent you a return label for your order. Please feel free to reach out with any further questions or concerns!
  
  

• Initial Complaint

  Date:07/08/2024

  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.

  This was a pay for shipping and try the product. I was charged double plus shipping when was told $5 for shipping try for 3 week and if not satisfied contact them and I would not be charged. I did just that as shown and as show was charged not only once but twice. I look them up on social media and seen they obviously have been running the scam on a lot more than just me.

  Business Response

  Date: 07/10/2024

  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 and are waiting for you to initiate the return. Please feel free to reach out with any further questions or concerns.

  Customer Answer

  Date: 07/15/2024

  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]

   No my claim has not been resolved 

   

   

   

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

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

  Business Response

  Date: 08/14/2024

  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: 08/16/2024

  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:07/08/2024

  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 got this cream a month ago.in their advertisment, they said we could try the cream for free for 30 days, and that if we are not satisfied with the product, we could return it with not charge. well, i requested them a return label 5 days ago, and all i get from them is them saying that i should get a refund slip shortly, and twice, they sent me a fake link to supposedly print the return label, but there's not label, i keep contacting them and they doesn't send nothing to me and now they charging me with the full price. they refusing to give me a return label.

  Business Response

  Date: 07/10/2024

  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. Please feel free to reach out with any further questions or concerns! Have a great day!

• Initial Complaint

  Date:07/03/2024

  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 ordered the items on June 5 I received the items on June 14 The ad said that I had 3 weeks to try the products and that I could return for free if I did not like them. I contacted Maelys on June 23 to inform that I did not want to keep the products and would like to return before I was charged. They continued to email and try to sell me products instead of sending the return label. I continuously declined the additional products and repeatedly requested the return label. As of today, July 3 I have not received the return label.Every time I email they say that they are going to contact someone to send the return label but I haven't received anything.They said they are going to charge my credit card for the $228 because they have not received the product back.I just want to return the products and not have my credit card charged.I have the email chain but have been unable to attach because the file is too large. I can provide it separately if necessary.

  Business Response

  Date: 07/09/2024

  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 sent you a return label for your order. Please feel free to reach out with any further questions or concerns!
  

  Customer Answer

  Date: 07/09/2024

  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:

  The business took 1 week to reply with the return label which put me past the return date. I have since returned the items but I have been told that they are still going to charge my credit card. I want to ensure that I am credited for the items that were sent back on 7/6/24. The tracking number is **** **** **** **** **** *** 

   

   

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

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

  Business Response

  Date: 07/18/2024

  We are sorry to hear about your experience. We wanted to confirm that your order has been refunded. Please feel free to reach out with any further questions or concerns!