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Business Profile

Retail Shoes

JustFab
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

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

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    Customer Complaints Summary

    • 205 total complaints in the last 3 years.
    • 75 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:03/11/2024

      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.
      Being charged $49.99 for a VIP credit every month which I am supposed to be able to use upto that amount at check out. However at some point they decided to change the way I can apply my credits so now unless it's marked with an amount of credits I can't apply my already purchased credits or the equivalent dollar amount to my purchase. This is just a way for them to increase their profit while taking advantage of the customer. This was not what I signed up for. I have 4 credits that I want either refunded or to be able to apply them like I was able to when I signed up before they started with this new system. I would never sign up under this new way of using credits.

      Business Response

      Date: 03/14/2024

      Hello ****,

      Thank you for reaching out via the BBB. Each promotional VIP credit can be redeemed for bundles and products valued up to $80 on our website. Additionally, you can explore our '2 for 1 VIP credit shop' for special offers and curated bundles.

      Please inform us of your preferred course of action regarding your account

      Best,

      *******

    • Initial Complaint

      Date:02/12/2024

      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.
      An agent for the company accidentally deleted my VIP membership and then, after several chats to several different agents I was told that I HAD to make a purchase to reinstate my VIP membership. There was no other option. They gave me a $20 credit, but it did not cover the entire cost of the item. I asked that I be given a refund for the amount I had to pay because it was THERE MISTAKE, but I have had no luck after talking with numerous agents! Its not that much money its just dishonest business practice!

      Business Response

      Date: 03/13/2024

      Hello ******,

      Thank you for reaching out via the BBB. We sincerely apologize for the inconvenience you've experienced. Rest assured, a refund for the full amount of your order has been initiated. Please anticipate the refund to reflect in your account within 5 to 7 business days. Should you require further assistance, please don't hesitate to let us know. We're here to help.

      Best,

      *******

      Customer Answer

      Date: 03/14/2024

       
      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

      Date:02/07/2024

      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.
      JustFab offers a monthly subscription for $49.95. When you sign up for JustFab, they let you know that you have the ability to skip the month subscription. If you would like each month you have until the fifth of each month to skip the subscription before they will charge our account. ******************** has been charging my account on the second of the month and not affording me the opportunity to skip the month by the fifth. This month, the month of February 2024, I opted to skip the month on February 1, 2024. I received a confirmation email from the company stating that I had successfully skipped the month of February but was still charge the $49.95 that posted to my bank account on 2 February. When I contacted the company today, they could not explain to me why they have been consistently taking money out of my account before the fifth, which intern is not honoring the being able to skip the month by the fifth. to me that is fraudulent advertising and I had to go through a lot just to have them refund me the money for the month of February. Somebody needs to hold this business accountable for not going through with their policies that is stated on their website.

      Business Response

      Date: 02/13/2024

      Hello ******,

      Thank you for contacting through the BBB. After carefully examining your account, it appears that the charges you've noticed are not applicable to the current month, but rather to the previous one. There were unsuccessful attempts to process the payment after the 5th of the month, resulting in multiple declines. However, towards the end of the month, the charge was successfully processed. Therefore, the charge you observed on February 1st was, in fact, pertaining to your January credit. Please don't hesitate to reach out if there's anything else I can help you with.

      Best,

      *******

    • Initial Complaint

      Date:01/22/2024

      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.
      This company made me wait 3 weeks for a package. Their courier said it delivered my package at 11:30pm at night on 1/11/24. I got notification of this at 12:45am on 1/12/24. I had to get out of bed to check in the middle of the night. There was no package at all. Now they refuse to give me a refund. Even if I accepted their credit which I do not, all of the items are sold out. They are basically accusing me of stealing and lying. They should loom into their unprofessional courier system instead.

      Business Response

      Date: 01/25/2024

      Hello ********,

      Thank you for reaching out to us through the BBB. We genuinely apologize for any inconvenience you've experienced. Our records indicate that a full refund for your order was processed on January 18, ****. If there's anything else I can assist you with or if you have further questions, please feel free to let me know.

      Best,

      *******

      Customer Answer

      Date: 01/30/2024

       
      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

      Date:01/17/2024

      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 mistakenly was enrolled in a Fabletics subscription. I have tried on 3 separate occasions to cancel my Fabletics subscription only to be told that the system is down and to call back in 10 minutes. Each time I call back, I receive the same response. Today I was in contact with **** and I then asked to be transferred to the supervisor when **** was unable to cancel my subscription. I then spoke to ********* who said that there were system updates and she could not cancel my subscription, nor could she take my information down and cancel my subscription

      Business Response

      Date: 01/23/2024

      Hello ******,

      Thank you for contacting through the BBB. We couldn't locate an active account with the provided email. However, we identified a different account under your name, which seems to have been cancelled on 01-16-2024. I have successfully processed refunds for all 4 member credits on this account. Please allow 5 to 7 business days for the refund to be reflected in your account. 

      Best,

      *******

    • Initial Complaint

      Date:01/17/2024

      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 did not authorize a purchase from Fabletics. Please refund my $179.85 ($59.95 * 3 = $179.85). ********* withdraw from my account three times. I did not authorize this!!!!!?

      Business Response

      Date: 01/25/2024

      Hello ******,

      Thank you for reaching out through the BBB. To clarify, the charges you are seeing are apart of our *** membership. You were enrolled on 2/12/23 after redeeming out 2 for $24 new *** intro deal on *****. Important disclosures regarding how our *** Membership works is summarized in your shopping cart before checkout . When you continue to checkout, you must agree to the terms and conditions of the *** Membership and our Site.

      Upon enrollment in the *** Membership Program, we ask our members to log into their account and select the '**** the Month' option between the 1st and the 5th of each month. If members do not select the **** the Month between the 1st and the 5th of the month, members credit card or payment method will be charged an automatic monthly membership fee on the 6th (until you cancel) for enhanced monthly benefits, including a promotional member credit.

      Each Fabletics promotional member credit will be applied to your Account and can be redeemed for any individual item or two-piece outfits up to $100 on Fabletics or *****. You may **** as many months as you like, there is no obligation to buy. Even if you decide to **** any month, you may return to your Account at any time to make a purchase.

      I'm pleased to inform you that the membership cancellation process has been successfully completed, and you will no longer incur any charges. A total of 10 member credits has been refunded, amounting to $599.50. Please allow 5 to 7 business days for the refund to reflect in your account. If you have any further inquiries or need assistance, feel free to reach out.

      Best,

      *******

      Customer Answer

      Date: 01/28/2024

       
      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

      Date:01/17/2024

      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.
      Have called trying to cancel subscription and either get disconnected or the run around. I don't have a job and need to cancel asap.

      Business Response

      Date: 01/23/2024

      Hello *******,

      Thank you for contacting through the BBB. Your membership cancellation has been processed successfully, and you will no longer incur any charges. Out of the 8 member credits on the account, we have already initiated refunds for two of them. Please allow 5 to 7 business days for the refund to reflect in your account. Regarding the remaining 6 credits, due to the elapsed time since the billing, electronic refund is not feasible. We plan to refund this amount via check, and you can expect to receive it within 4 to 6 weeks. Kindly confirm the accuracy of the name and shipping address on the account for further processing.

      Best,

      *******

    • Initial Complaint

      Date:12/20/2023

      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 went on the website to buy shoes for a chrsitmas present, and it said it would cost ***** dollars for the shoes. I ordered them and was charged on November 26th. On December 11th I was charged another ***** dollars from JustFab. After much research I realized the website had automatically signed me up to be a VIP member. This was not clear when I bought the shoes, and I do not have the income to spend the extra ************************************************************************************** this VIP service that I did not want to be apart of. My membership is now cancelled but I would like my money back for the membership as I never wanted to sign up.

      Business Response

      Date: 12/20/2023

      Hello ****,

      Thank you for reaching out through the BBB. We are sorry to hear you disliked our *** Membership.

      Just to clarify, the charges you saw were a result of our *** membership. Your *** membership was activated on 11/26/23 after redeeming our first pair $10 *** intro deal. Important disclosures regarding how our *** Membership works is summarized in your shopping cart before checkout . When you continue to checkout, you must agree to the terms and conditions of the *** Membership and our Site.

      I have successfully refunded the credit, kindly allow 5 to 7 business days for the refund to appear. Please let me know if there's anything else I can assist you with.

      Best,

      *******

    • Initial Complaint

      Date:12/20/2023

      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.
      They don't specify state what cards they accept to say after trying to purchase that they don't accept certain cards and still take money out people account and holding there money for 5-7 business day before releasing it want the merchant info so I could contact them and they denied to give me the info

      Business Response

      Date: 12/20/2023

      Hello ****,

      Thank you for reaching out via the BBB. The charge you've observed is a pending authorization charge. As the order could not be processed successfully, no actual charge will be incurred. The pending charge related to the attempted transaction is expected to be removed from your account no later than 7 business days from the initial attempt. In the event of any issues or concerns, we recommend reaching out to your financial institution for further assistance. Your understanding in this matter is greatly appreciated. 

      Best,

      *******

    • Initial Complaint

      Date:12/20/2023

      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 charge everyone for atheist 9 months. Even though I've spoken, emailed and chatted with company to unsurscribe to them. Now, again I've been charged. Bout month ago they gave me 3 months back pay. They said they couldn't give me refund after 3 months. Now I'm charged again

      Business Response

      Date: 12/20/2023

      Hello *******,

      Thank you for reaching out via the BBB. Upon a thorough review of your account, we identified multiple accounts under both JustFab and ShoeDazzle. Your JustFab account was canceled on 03-23-2023, and it had one remaining member credit, which I have promptly refunded. Additionally, one of your ShoeDazzle accounts showed four member credits, all of which have also been refunded. Please allow 5 to 7 business days for these refunds to reflect in your account. I have also cancelled that membership.

      However, after further investigation, I was unable to locate any additional credits on the accounts associated with you. If there are any remaining concerns or if you have additional information, please feel free to let me know. We are here to assist you further.

      Best,

      *******

    JustFab is BBB Accredited.

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