IPSY upsold me to their Ultimate box, their app broke, locked me out, ignored me for 3 days, and now is telling me it’s my fault I missed the selection window.

I upgraded my IPSY membership to the Ultimate box specifically because they advertised the ability to make your own product selections. The second I upgraded and tried to make my choices, their app and website got stuck in a login loop. Every time I clicked “Make My Choices” it just redirected me back to the login screen. After an hour of this, their system locked me out entirely for too many login attempts.

I contacted support immediately. It took them three days to respond. Meanwhile their automated emails kept reminding me to make my selections — selections I literally could not make because they locked me out of my own account. By the time support finally got back to me, the selection window had closed. Now they’re telling me I missed the window and that all sales are final.

I didn’t miss the window. Their broken platform caused the lockout and the slow support ate up the remaining time. And now I’m paying full Ultimate box price for a box I had zero input on. And the kicker? The box they chose for me doesn’t reflect my beauty profile at all. Not even close. So I paid more for an “upgrade” that gave me less of what I actually want.

Anyone else dealt with this? Is a chargeback my best option at this point?