ComplaintsforFabletics

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went online to www.fabletics.com on July 22, 2024 at around 9:30 am. On the site there is a promotion for 80% off on all scrubs. The website clearly states "sign in or sign up to receive this offer". I made an account to obtain this offer but the discount dropped to 50% instead of being 80% as advertised on their website. I reached out to multiple Fabletics representatives via their website and also their customer service phone number. I was told I am not a true "VIP member" by not only a representative but also by a floor supervisor. I was told the only offer available was 50% scrubs even though their website says 80% off. I sent multiple screenshots to each representative and was gaslit that only true VIP's can get this deal. However, my husband is a Platinum VIP member and the 80% scrubs listed on the website was no longer valid when I logged into his VIP account. The representatives told me they cannot fix this issue and instead further instructed me to pay the 50% off price and then I would have to initiate a refund after I received them for the difference. It is fraudulent advertising as it states " New Members Save Big" on their website. They would not honor what was advertised and instead eluded that I was making these prices up even though their website said otherwise. There was nothing in the disclaimer or fine print that stated I could not receive the 80% off as a new "VIP member" that just signed up. I would appreciate investigation because this is deceptive pricing and advertising that is used as click bait.

  Business response

  07/28/2024

  Hello *****,

  Thank you for reaching out to us through the BBB. We appreciate you bringing this error to our attention.

  Our lines occasionally offer different VIP promotions. We've manually adjusted the prices in your cart as detailed below. This adjustment has been noted on your account. If you encounter any further issues, please don't hesitate to contact us.

  Best,

  *******

  Customer response

  07/29/2024

   
  Complaint: 22025907
  
  I am rejecting this response because; the promotion is still advertised on your website as a general sale. I spoke to several representatives for Fabletics and none of them helped resolve my issue prior. Customers should not have to go through hoops and hurdles to get the prices your website has advertised. I do not want to be a VIP member after how I was treated and I would rather spend full price on scrubs at other reputable businesses like FIGs and Mandalas than to support a business like Fabletics. Please cancel my login information, I will never return to Fabletics. Thank you 
  
  Sincerely,
  
  *************************

  Business response

  08/01/2024

  Hello *****,

  Thank you for your response and feedback. Your account has been cancelled.

  Best,

  *******

  Customer response

  08/02/2024

   
  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

  07/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on Fabletics and never signed up for any VIP membership. Apparently I was automatically signed up and was only notified at the bottom of the order confirmation email in small print below the pertinent order information. Ive been getting charged $60 a month for a year without my knowledge or consent, thats $720.

  Business response

  07/18/2024

  Hello ****,

  Thank you for contacting through the BBB. We are sorry to hear you dislike our membership. 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. 

  Your membership has been successfully cancelled, you will no longer be billed. A refund of the 12 member credits you were charged for have been refunded, kindly allow 5 to 7 business days for the refund to appear.

  Best,

  *******

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Fabletics Advertises 10$ shorts and other deals, however when you go to their site to try to purchase they add small text at the bottom of the page notifying you that by purchasing the shorts you agree to a 50$ per month recurring membership. This information is clearly hidden lower on the page and you have to scroll down to find it. I feel like this clearly falls under False and Misleading Statements and Bait and Switch.

  Business response

  07/18/2024

  Hello *******,

  Thank you for reaching out through the BBB. We're offer a range of new VIP member promotions on our site, clearly marked as "New VIP Offer." Before checking out, these membership options will be highlighted in your cart, and you'll need to agree to our terms of service to proceed.
  
  VIP membership is completely optional. If you prefer not to join, you can choose to check out as a guest by selecting the "guest checkout" option in your cart which will check you out with retail pricing. Our VIP membership can be canceled at any time. The $59.95 member credit is also optional. If you don't want the credit for a particular month, you can log in between the 1st and the 5th to skip the month. This will skip the credit billing, but you'll still retain access to all membership benefits, including VIP pricing and exclusive outfits.
  

  Best,

  *******

• Initial Complaint

  07/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  To whom this may concern, When I had purchased from Fabletics, I did not realize that I had to sign up for VIP Membership. I placed an online order, but by the next month I got charged again for said membership without realizing I was subscribed. I was charged $59.95 for the membership.

  Business response

  07/16/2024

  Hello ********, 

  Thank you for contacting us through the BBB. Our records indicate that you successfully canceled your membership via our online portal on July 11, 2024. We have initiated a refund for the member credit you were charged. Please allow 5 to 7 business days for the refund to appear in your account.

  Best,

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

  Customer response

  07/17/2024

   
  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

  07/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Fabletics continues to charge me $59.95 every month for a membership that was already canceled months ago.

  Business response

  07/16/2024

  Hello *****,

  Thank you for reaching out to us through the Better Business Bureau. Our records indicate that the account associated with the provided email was canceled on April 1, 2024, and has not been billed for membership credits since 2016. We were unable to locate any accounts with recent membership ********.
  
  If you have any other accounts linked to your payment method, please let us know. Additionally, if you can provide the ***** digit transaction ID from your bank statement, we may be able to locate the relevant information.

  Best,

  *******

  Customer response

  07/16/2024

   
  Complaint: 21969262
  
  I am rejecting this response because: they have continually deducted $59.95 off my credit card for 3+ months now. No credits to my account were made, they keep saying they have not charged my card, but I can gladly provide my billing statements showing otherwise. They do this to thousands of hard-working people and it is not ok!!
  
  Sincerely,
  
  *************************

  Business response

  07/16/2024

  Hello *****,

  Thank you for your response. We are happy to issue a refund; however, the only account we can locate under your information has not been charged or active. To process your refund, we need to identify the account being charged. This is why we ask if you could  provide any additional email addresses you may have used, or let us know if any friends or family members might be connected to the payment method.

  Best,

  *******

  Customer response

  07/16/2024

   
  Complaint: 21969262
  
  I am rejecting this response because: FOR THE FOURTH TIME- I have no other accounts or emails, but you have gladly continued to charge my credit card multiple months for $59.95 each! You are nothing but thieves and I will not stop.
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made one purchase from them and they automatically signed me up for a monthly subscription. I am embarrassed to say they have been charging me for months now. They won't even let you cancel it without chatting or calling someone. They know it is a scam and they are just flat our steal money until they get caught. I am only posting this in the hope I save someone else.

  Business response

  07/11/2024

  Hello ***,

  Thank you for reaching out to us via the BBB. Our records indicate that you successfully canceled your membership on July 9, 2024, through our self-service portal. If you require any further assistance or have additional questions, please don't hesitate to let us know

  Best,

  *******

  Customer response

  07/17/2024

   
  Complaint: 21963719
  
  I am rejecting this response because:

  They are running a scam and they know it. If they don't issue at least a partial refund I will dedicate at least an hour a week making sure the world knows about their scam. I never agreed to them charging me monthly and they know it.

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

  Business response

  07/17/2024

  Hello ***,

  Please note 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. Should anyone not want to check out as a member, there is always the option to check out as a guest. 

  A refund of the 9 credits on your account has been initiated, kindly allow 5 to 7 business days for the refund to reflect.

  Best,

  *******

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have received nothing from Fabletics, yet they have charged me four times. Back in April, 2024, I cancelled the transaction before finalizing it when I saw that it was a subscription. Their customer service is set up to stonewall. I can see from other online complaints that this is common. I wonder how many other people are out there that have not yet realized they have been scammed.

  Business response

  07/11/2024

  Hello ******,

  Thank you for contacting through the BBB. To clarify, the charge you are seeing is from our *** membership which you were enrolled in on 6/04/23 after redeeming our new *** offers. Upon enrollment in the *** Membership Program, we ask our members to log into their account and select the 'Skip the Month' option between the 1st and the 5th of each month. If members do not select the Skip 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.

  Our records show the membership was cancelled on 07-08-2024 and 4 credits were refunded. We've initiated a refund for the remaining 5 credits, kindly allow 5 to 7 business days for the refund to appear.

  Best,

  *******

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Fabletics is withholding stock to their existing customers and saving it in an attempt to generate more revenue from new membership sign **** Ive tested this on my phone and computer and clearing cookies/cache and on VPN when doing so. If I click their ******** ad and sign up under a different name than my own and pretend Im going to buy some of their shorts and sign up as a new member they have TONS of options in all sizes. If I log out of that new account and sing into my existing account where *** spent hundreds of dollars there are TWO color options under my size short. This is absolutely ridiculous, malicious, and unethical. An existing customer of theirs should not be punished just so they can try to sucker a new member into purchasing their VIP membership. Something needs to be done about this unethical practice.

  Business response

  07/11/2024

  Hello ******,

  Thank you for bringing this to our attention. We sincerely apologize for any inconvenience you have experienced. At Fabletics, we strive to provide a consistent and fair shopping experience for all of our customers, both new and existing.
  
  We take your feedback very seriously and will investigate the matter to understand the discrepancy you've encountered. Your satisfaction is our priority, and we appreciate your patience as we work to resolve this matter.

  Best,

  *******

  Customer response

  07/11/2024

   
  Complaint: 21950333
  
  I am rejecting this response because:

  It is a very cookie cutter reply.

  Id like a a timeline of how quickly a fix to this issue can be implemented and an explanation as to how this gross oversight could occur.

  I really enjoy the product and have spent hundreds of dollars on it so a thanks for letting us know response is fairly insulting.

  My trust in the brand has been completely tarnished so I believe a more thorough response is appropriate.

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

  Business response

  07/16/2024

  Hello ******,

  Thank you for your response. Rest assured, your feedback has been shared with the appropriate team. If there is a specific item you would like to add to your cart, our team is here to assist you further.

  Best,

  *******

  Customer response

  07/16/2024

   
  Complaint: 21950333
  
  I am rejecting this response because:
  
  *******, 

  How should I go about adding these items to my cart when they show as non-existent?
  

  Therein lies the issue.

  I should not have to circumvent whatever bait and switch technique is being deployed here.

  All available stock should be shared with ALL customers, not just the new revenue generating customers. 

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

• Initial Complaint

  07/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I placed an order with the company 3 weeks ago. They informed me that the package had shipped. When I didnt receive it, I complained. I was then informed that the warehouse cancelled the order. My request for refund was denied and I was informed that I would get a credit. This is unacceptable. I want my money back and my subscription cancelled.

  Business response

  07/12/2024

  Hello *****,

  Thank you for reaching out to us through the BBB. We regret to hear about your experience.

  We have processed a full refund for your order, including the member credit applied. Please allow 7-10 business days for PayPal to process the return. Additionally, your membership has been cancelled, so you will no longer need to skip the month or worry about future billing.

  If you have any questions or need further assistance, please let us know.

  Best,

  *******

  Customer response

  07/12/2024

   
  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

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  my order #**********.I paid $158 and returned items totalling $109.74. I kept items worth $41.98, so I should have been refunded $116.02. However, Fabletics only refunded $109.73.I tried to talk to customer service,but they didn't help

  Business response

  07/03/2024

  Hello *******,

  Thank you for reaching out through the BBB. Please note that the $6.29 in tax was not refunded initially because it was applied to items that were not returned. However, as a courtesy, we have now refunded the $6.29.

  If you have any further questions, please let us know.

  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. ↩