ComplaintsforJustFab

• Initial Complaint

  09/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered a pair of shoes on August 2nd & paid through ******* On 08/14, I received an email about shipment delayt. on 09/02, I called about order status. They said it hadn't shipped out. I explained that I had already paid for the shoes & the shipment, ask them to send it, they said they couldn't and that I would need to repurchase the item. They offered to refund the first order, but I expressed my concerns about trusting them to either refund me or ship the shoes again. I pointed out that they hadn't even canceled my order or offered a refund until I reached outif I hadn't remembered placing the order, they would have simply taken my money.After requesting the cancellation of my initial order, I received a confirmation email within 10 minutes, but it contained no additional details. I asked for a refund confirmation, which should have included what I purchased, how much I paid, the refund amount, and the original method of payment, as is standard with every e-commerce site. They claimed they had no way to provide a refund confirmation. I insisted that if they processed the refund, it should be documented.After speaking with the customer service representative and her supervisor (***** and ****), I learned that they were unable to do anything beyond canceling the order. They admitted that they wouldnt have called or canceled the order had I not reached outthis is, by definition, a scam. I paid for shoes & shipping, didn't get either one. Even the shipping is product that I paid for. The only thing they could offer was a ****** transaction number, but everyone knows that ****** transaction numbers are mostly numbers with one letter at the end; all they provided were letters. I suspect the company might be charging people for products, hoping they would forget, or sending cancellation emails without refund information, leading customers to believe theyve been refunded when they haven't. Never called or canceled, they were just going to take my money.

  

  Business response

  09/10/2024

  Hello ***,

  Thank you for contacting through the BBB. We are sorry to hear about your order.

  We can confirm that your order has been cancelled. Since it never shipped out, the funds will be reversed to your original payment method. Please allow 5 to 7 business days for the reversal to appear.

  If you have any other questions, feel free to reach out.

  Best,

  *******

• Initial Complaint

  08/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, I ordered from Justfab years ago and signed up for their VIP membership. I ended up returning most of the items and received a store credit. Since then, there were several months where I was charged for a VIP credit. In July 2023, they sent an announcement that all of a sudden all these credits would be VIP credits and expire in 12 months. These were not the terms and conditions when I earned my credits. This is just unethical. Also, I live in ******* where we have protections against expiration of store credits and credit memos. It's wrong that a customer can PAY for credits and a company can decide one day they they'll expire. Over the years I've tried my best to find items I want to buy with the credits I have so I can finally close this account, but have had no success in several years. I'm now against this unethical/illegal clock to order items I dont want or lose hundreds of dollars. I just want the money I paid back, documentation to support the amounts being provided back to me ($ from my returns and the prices of the credits as they changed over the years) and to have my account closed. I have provided my customer ID. Please help!!

  

  Business response

  08/29/2024

  Hello ****,

  Thank you for contacting through the BBB. 

  We reviewed your account and confirmed that you were charged for 9 credits, with one used on an order dated 2020-11-24. None of your credits have expired, and weve successfully refunded one credit back to you electronically.

  However, due to the amount of time that has passed since the original billing, the remaining 7 credits will need to be refunded via check. To proceed, please provide us with the name and shipping address where you would like the check to be sent. Once we have this information, the check will be delivered within 4 to 6 weeks.
  

  We appreciate your understanding and look forward to assisting you further.

  Best,

  *******

• Initial Complaint

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  OK so I ordered from just fab and they kept taking money out of my account even after I closed my account!!They have taken ****** dollars from me!!

  

  Business response

  08/06/2024

  Hello *******,

  Thank you for reaching out to us through the BBB.
  We were unable to locate an account with the charges you mentioned, as the account connected to the email provided does not show any successful billing. To assist you further, could you please confirm the customer ID or provide the correct email address associated with the account in question?
  We appreciate your cooperation and look forward to resolving this matter for you.

  Best,

  ************;

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made and order with them on April 28th. This order never arrived to me. Idk where it arrived but not to me. They did not have signature required or anything on such a large amount. They then refused to give me a refund and only allowed me to have same items shipped, which were no longer needed since they take weeks to arrive in the first place. They then told me I could not return or get refund. They would only allow store credit. Mind you, This all initially happened April 28th, its now July 17th. I have been going in circles with them reaching out to them every other day since the incident for a resolution. I then filed a dispute with my bank. They then told me they could refund me only when dispute was closed. The dispute has been now close for going on 3 weeks. I have documents to prove that. Have sent all documents to them, also had another report on here, where they CLEARLY stated that they would refund me after dispute with bank was closed. fast forward to now, they are still bringing me around in circles saying they are still investigating. They lied on this website on complaint # ******** when they said they would refund me when the dispute was closed. I have been dealing with this issue for 3 months now, and just want my refund.

  

  Business response

  07/18/2024

  Hello ******,

  Based on the information available, we anticipate that the dispute will be resolved in our favor. As such, we must respectfully deny your request for a refund at this time.

  Please note, as outlined in our terms of service, chargeback disputes in relation to product non-delivery claims are not refundable. Specifically:

  RISK OF LOSS/TITLE
  The risk of loss and title for products purchased on the Site or through the ********* Services passes to the purchaser upon our delivery to the carrier. Replacement of products and credits to your account for shipped merchandise claimed as not received are subject to our investigation. We will adjust your account at our discretion.

  We understand that this may be disappointing news. If you believe that you are a victim of theft or any other fraudulent activity, we strongly encourage you to contact your local law enforcement authorities to report the incident.

  We value your business and are committed to providing the best possible service. If you have any further questions or concerns, please feel free to contact our customer support team.

  Thank you for your understanding.

   

  Customer response

  07/23/2024

   
  Complaint: 22002826
  
  I am rejecting this response because: I never received my package. You guys were notified IMMEDIATLY about this. You guys refused refund but chose to do reshipment which I did not need anymore since it would take weeks to get to me. I filed a dispute. I also filed 2 BBB complaints regarding this. Its been 3 months. In both complaints with BBB reference number 21898272 and 21846186, you guys said that once the dispute was closed with my bank you guys would refund me via check. I have contacted you guys EVERY single day on your website for the last 3 months. Every single response is different, and false information to me as your customer. Can you please review the responses from the other complaints on BBB you guys sent me. Now your answers are completely different. 
  
  Sincerely,
  
  ***************************

  

  Business response

  08/01/2024

  Hello ******,

  Thank you for your patience while we reviewed your case. We apologize for any confusion caused by our earlier response. To clarify, our previous message aimed to explain that once a chargeback is resolved in our favor, any potential refunds are typically processed through a check. However, after a thorough investigation and in accordance with our RISK OF LOSS/TITLE terms of service, we are unable to provide a refund on this order.

  Best,

  JustFab Team

• Initial Complaint

  07/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  i ordered some shoes a while back, the service charge was hidden,, and they charged me monthly called them ********************************************************************************************** to get it to stop i cancelled my credit card. i forgot about it for a while until a friend reminded me of it and how they were scammed

  

  Business response

  07/18/2024

  Hello ******,

  Thank you for reaching out through the BBB. Unfortunately, we couldn't locate an account associated with the information you provided. Could you please check if there's another name, email, or phone number linked to the account? Alternatively, we can search using a customer ID, order ID, or the 16 to ******** transaction number found on your statement.

  Best,

  *******

• Initial Complaint

  07/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  JustFab claims to give memberships to its customers where they get to pay this exclusive price for their products. I first subscribed in 2021, making one purchase and never using it again; I tried to cancel my membership, as they kept charging my debit card $49.95 monthly. I talked to a representative, and they refunded all the money they took from me; however, they never fully unsubscribed me from the membership and, to this day, still charge me. I have been charged $349.65 in the past 7 months that I want refunded because this is ridiculous. I also want my account deleted because i will never use this service again.

  

  Business response

  07/11/2024

  Hello *******,

  Thank you for reaching out to us through the BBB. We have successfully canceled your membership, and you will no longer be billed.
  
  We have refunded 10 of the 19 credits on your account. Please allow 5 to 7 business days for the refund to be processed. For the remaining 9 credits, due to the time that has elapsed since billing, we are unable to process an electronic refund. However, we can issue a refund via check, which you would receive within 4 to 6 weeks. Please confirm the name for the check and the shipping address, and we will process your request promptly.

  Best,

  *******

  Customer response

  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.
  
  Sincerely,
  
  ******************

• Initial Complaint

  06/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  June 22 2024 I placed an order Fabletics after receiving multiple emails from Fabletics to come back and reactivate my VIP account. I went and placed an order then on June 23 2024 morning I found the order had been canceled by looking at my order status not even email. Reached out to a customer representative through their chat and was advised to try a different payment method. **** and reorder everything with a different payment method, found out my order was placed on manual review. When calling customer service they gave me a run around and could not give me a manger or corporate number to expedite this situation as they had over 300 dollars of mine on hold. This was all do to a charge back that I was advised to make through Fabletics because I used afterpay. This was years ago and I have made purchases with them since and never had a charge back. They customer services representative had no information for me. I have spent over hundreds of dollars with this company and to be treated like this for one order and not be given a straight answer. Terrible customer service.

  

  Business response

  06/27/2024

  Hello ******,

  Thank you for reaching out to us through the Better Business Bureau. We regret to hear about your recent experience.
  
  According to our records, as of June 24th, your account has been reinstated and is now fully operational. Should you have any questions or need further assistance, please don't hesitate to contact us.

  Best,

  *******

• Initial Complaint

  06/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hawaii location I paid for 1 item and agreed to a cancle-able subscription, after recieving the item, i tried cancelling and could not get anyone on the phone, customer service was down , but i noticed my bank was declining every month so i didnt bother cancelling until recently the charges have been going through and im being charged $59.95 every month, just contacted them recently and they said that there is no history of charges on my account when i am having charges on my bank. first purchase sep 6, 2023 $26.07 and ***** is telling me that there is nothing they can do for me, i keep being charged every month and there is nothing i can do to stop it because they are saying that i dont have an active membership

  

  Business response

  06/27/2024

  Hello ******,

  Thank you for reaching out to us via the BBB. Although your inquiry mentions JustFab, it appears that your concern is related to one of our other brands, Fabletics.

  We have located your account and successfully canceled your membership. Additionally, the two credits you were charged have been refunded. Please allow 5 to 7 business days for the refund to be processed and appear in your account. If there is anything else we can assist you with, please let us know.

  Best,

  *******

• Initial Complaint

  06/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The company has charged my credit card on numerous of occasions after being told cancel the membership. And i never receive the product.

  

  Business response

  06/20/2024

  Hello *****,

  Thank you for reaching out to us through the Better Business Bureau. Our records indicate that your membership was canceled on June 16, 2024. Unfortunately, a chargeback dispute is currently in place, preventing us from processing your refund at this time. We recommend withdrawing the dispute for a faster refund, or you may wait for your banks decision. If you have any questions, please let us know.

  Best,

  *******

• Initial Complaint

  06/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  June 14, 2024 I requested the immediate cancelation of my JustFab subscription. After making me go through hoops, I was able to cancel ONLY the *** subscription, not full subscription. Meaning, JustFab *** is holding my email address and billing information hostage. The site has locked my PHI and won't allow me to leave the site. I have contacted this company several times and they told me that "guest status" is permanent. That is against consumer laws. Please advise on what can be done.

  

  Business response

  06/25/2024

  Hello ********,

  Thank you for reaching out through the BBB. After reviewing your account, we noticed that you requested a deletion. Our agents had asked for confirmation but did not receive a response. We apologize for the delay and want to inform you that your deletion request has now been submitted. Your confirmation number is 52PS6G6K. The request will be completed within 45 days.
  
  Additionally, a refund of $39.95 from a member credit has been processed. Please allow 5 to 7 business days for the refund to be completed.
  
  If you have any questions, please don't hesitate to contact us.

  Best,

  *******

*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. ↩