Complaints
This profile includes complaints for Fabletics's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 518 total complaints in the last 3 years.
- 190 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/09/2023
Type:Billing IssuesStatus: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 paid for some shorts from Fabletics and they started charging me a monthly fee of 59 dollars for a "VIP" service that I never wanted. I've been paying it for three months now and I don't even know how to cancel it.Business Response
Date: 11/14/2023
Hello ****,
Thank you for contacting through the BBB. Our records show you were refunded on 11-10-2023 and the membership was cancelled on the same day. Please let me know if there's anything else I can assist you with.
Best,
*******
Initial Complaint
Date:11/02/2023
Type:Service or Repair IssuesStatus: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.
So back on october fifth I bought a 100 dollar gift card for my granddaughter for her birthday. She had tried to place an order. And they seen that she had another account under a different email address.... So they cancelled her order she was placing. I have talked to them numerous times they say there is a $100 store credit on the account. She was trying to place the order on. But they temporarily cancelled her account. In the store credit is sitting in there. No way to get it out and they really don't know how to help me.Business Response
Date: 11/07/2023
Hello *********,
Thank you for reaching out through the BBB. We are sorry to hear about your experience.
Our records show the account was reactivated and may be used for future purchases. The credit is also still on the account and available for use. Please let me know if you have any questions.
Best,
************;
Customer Answer
Date: 11/09/2023
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:11/02/2023
Type:Service or Repair IssuesStatus: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 paid for expedited shipping and Fabletics charged me $15.95 for the expedited shipping, however did not deliver in that time frame. Instead insisted that their policy mentions a processing time/fulfillment period which it does not. All I wanted is my money back for the services I paid for and did not receive.Business Response
Date: 11/07/2023
Hello *****,
Thank you for contacting through the BBB. We are sorry about your experience with Fabletics. The rush shipping for order 1433967775 has been refunded, 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,
*******
Customer Answer
Date: 11/07/2023
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 if received in 5-7 business days as I was informed.
Sincerely,
*******************Initial Complaint
Date:10/26/2023
Type:Order IssuesStatus: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 company employs deception marketing and sales practices. When you look at what they advertise, 2 for $24 shorts, $19 pants, etc. for first time purchases and VIP sign up, nowhere in their policy does it state it is ONLY for a single pair of pants and just 2 pairs of shorts. Beyond that they employ 70% off your purchase. I was in the process of buying 16 pairs of pants to turn over my wardrobe. Because only ONE pair of pants is $19 and the rest are 70% off, this was a difference of $150 more than I expected to pay. Upon calling I was told of this unexpected twist, however when I asked where this was clearly stated they gave a copy of their terms. They are attached. I dont appreciate wasting time and I spent quite a bit picking out my items. Out of principle I will not do business with this company and its deceptive and manipulative practices.Business Response
Date: 10/30/2023
Hello *******,
Thank you for contacting through the BBB. We're sorry to hear about your experience.
We offer multiple new VIP introductory deals that can be stacked. You can find detailed information about these promotions on our Homefront page for new VIP sign-**** which will comprehensively explain all the terms and conditions. Your feedback is invaluable to us, and we will ensure it reaches the appropriate team.
Best,
*******
Initial Complaint
Date:10/23/2023
Type:Service or Repair IssuesStatus: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 is regarding an order I made on Oct 9. The order # is **********. I have not received it. The delivery date was Oct 18 and then it changed to Oct 20. I still have not received it.I want a full refundBusiness Response
Date: 10/26/2023
Hello ****,
Thank you for contacting through the BBB. We are sorry to hear about your experience.
According to our records, you successfully arranged for a reshipment on October 23, and your order is currently en route. Please expect delivery on October 26th and 27th, as it has been split into multiple shipments. If you have any further questions or require additional assistance, please do not hesitate to let us know. We are here to help.Best,
*******
Initial Complaint
Date:10/18/2023
Type:Product IssuesStatus: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 had a case number with BBB for Fabletics, Complaint ID: ********. ******************** offered a refund in the form of a check, but needed my information and address to mail it. I have been traveling the last 2 weeks, and have been unable to respond to the email due to work obligations. I would like to submit the information for this case to receive the refund as suggested. I have not received the refund check yet, so Im assuming with the case being closed that Fabletics will not send it, even though they have my information in their system and I provided the information in this entry the first time. I am including the report as submitted last time.Business Response
Date: 10/24/2023
Hello *****,
The delay in processing your check was due to our need to verify the accuracy of the account information for the shipment. I'm pleased to inform you that I've now processed the check, and you can expect to receive it by mail within the next 4 to 6 weeks. If you have any further questions or require any additional assistance, please don't hesitate to reach out.
Best,
*******
Customer Answer
Date: 10/28/2023
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. Thank you for your assistance and collaboration with this matter.
Sincerely,
***************************************************************
************ 46157
Initial Complaint
Date:10/11/2023
Type:Sales and Advertising IssuesStatus: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.
A complete clown show! For starters, Fabletics takes money out of your account when they want to without warning! Not to mention, I placed an ordered which was damaged upon arrival on top of being completely too big! So, I had to ship it back. A return label was created on 09/22/2023 and I proceeded to mail it back via **** shortly thereafter. Supposedly, the exchange would initiate once the carrier scanned the return package. However, this didnt happen. So, in the interim of me shipping back the damaged exchange, no updates where provided and I had no clue was going on so finally I called tonight to see what was going on. Supposedly the carrier scanned the exchange package but there was no other updates relating to when I would receive my item. I became ****** off and requested a supervisor who only made things worse by lying about the possibility of me getting back the full amount ($49.95 member credit) plus the $6.95 that I paid additionally. Instead he continued to repeat himself stating that I had already used the member credit so only the $6,95 would be refunded back to my card. At this point, I want A FULL REFUND AND MY ACCOUNT DELETED BECAUSE THE CUSTOMER SERVICE AT ******************** ***** AND FEELS LIKE ONE BUG SCAM WHERE AGENTS REFUSE TO ISSUE REFUNDS BY USING COERCION, FORCE, AND DECEPTIVE PRACTICE TO FORCE CUSTOMERS INTO USING MEMBERS WHICH IS THE COMPANIES WAY OF MAKING SURE ALL OF MONIES REMAIN IN HOIUSE VERSUS ISSUING REFUNDS TO CUSTOMERS UPON REQUEST. This has been a s***** experience not to mention the products are not even that great and the celebrity enforcements make it even worse! I became so agitated with the supervisor that I spoke with, that I just disconnected the call because he was oblivious and seemingly thought that I was going to beg for a credit/and or refund! This company should be sued for deceptive practice and coercion!Business Response
Date: 10/11/2023
Hello ******,
Thank you for contacting through the BBB. We are sorry to hear about your experience with Fabletics.
Our records indicate that your exchange item was dispatched on October 5th. Please note that our standard shipping timeframe typically ranges from 6 to 10 business days. As you are still within this designated timeframe, we kindly ask for your understanding that we are unable to process a refund or initiate a reshipment until after October 19th. We genuinely appreciate your patience as we work to address this matter
Best,
*******
Initial Complaint
Date:10/11/2023
Type:Sales and Advertising IssuesStatus: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.
The company engaged in predatorial practices. I had a one-time purchase on September 7. They charged me another ***** dollars on 10/8. Without my knowledge, they added me to a subscription service and I don't even know what am I subscribed for. I want Fabletics to cancel that service and give me my ***** dollars back.Business Response
Date: 10/11/2023
Hello ******,
Thank you for reaching out through the BBB. We are sorry to hear you disliked our *** Membership program. You were enrolled on 9/06/23 after redeeming our 70% off everything and $24 pants new *** introductory 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.
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. 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 purchaseI have successfully cancelled your membership and refunded the member credit. Kindly allow 5 to 7 business days for the refund to appear.
Best,
*******
Initial Complaint
Date:10/09/2023
Type:Product IssuesStatus: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 made an order from Fabletics.com and while I thought I was just ordering pants but they also signed me up for a VIP membership which charges me a ***** monthly membership fee. I never signed up for this. I call and apparently it was buried in the fine print, but it was never presented to me or did I ever approve the charge. They then said they would only refund 12 months or approximately $700 of the $1129 they incorrectly charged me. This company is a scam.Business Response
Date: 10/11/2023
Hello *****,
Thank you for reaching out through the BBB. We are sorry to hear you disliked our *** Membership program. You were enrolled on 1/26/22 after redeeming our 70% off everything and $24 Pants new *** introductory 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.
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. All promotional credits will expire 12 months after the date they were issued
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. 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.We show you were able to cancel your membership on 10-09-2023 and receive a refund of the remaining credits on the account. In accordance with the terms and conditions which were accepted on 1/26/2022, the reinstatement of the expired credits is no longer possible.
Best,
*******
Customer Answer
Date: 10/11/2023
Complaint: 20715301
I am rejecting this response because: I understand that I technically signed up for a membership, but I have gone back and looked at the check out process and this info intentionally made to be hard to find and checking out without a membership is extra difficult. This is deceptive. Second, I have gone back and looked at all my emails from Fabletics and nowhere does it make it clear that I am being charged. When I get a bill from a reputable company like my credit card or cell phones bill, I get an email saying that a bill had been posted and then another saying that's its **** paid. Fabletics makes their emails look like any brand promotion with absolutely no indication that I was being changed. Again, this is deceptive.Finally, when I did call to complain I was hung up on and then placed on a long hold on my second call. No one has explained why only active credits can be refunded. There is no legal or legitimate banking reason why all my charges can't be refunded, only that you created a system that works this way. That doesn't not mean they "can't" be refunded, it means you don't want to.
Overall, all these interactions show that Fabletics main business plan is to deceive customers into unknowingly signed for a membership and make it difficult to get their money back and cancel, and this is the priority over selling good products and having returning happy customers. I believe this is in a gray area of legality, even if it hasn't risen to the attention of the *** yet, but regardless this is the exact opposite of "Better Business." It is deceptive and shameful.
Sincerely,
***************************** ***Business Response
Date: 10/18/2023
Hello *****,
Please be informed that any promotional member credits will have a 12-month expiration period from the date of issuance. According to the updated terms and conditions that were accepted on January 26, 2022, on your account, we regret to inform you that the reinstatement or refund of these credits is no longer feasible due to the elapsed time since the initial transactions. For more details, you can review our terms by visiting: ********************************************.
Best,
*******
Initial Complaint
Date:10/04/2023
Type:Service or Repair IssuesStatus: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 cancelled my membership with Fabletics last year (2022) after being unhappy with the terms of the membership and having an issue resolved through BBB. However, recently I have discovered that Fabletics have not closed my account and since charged me for 3 member credits! I skipped this month as I realised in time but I would like a refund and my account closed permanently as I thought it was last year.Business Response
Date: 10/10/2023
Hello *****,
Thank you for reaching out to us via the BBB. Our records indicate that you received a refund of the member credit on your account following your initial contact. However ,a cancellation was not confirmed.
We have now processed a refund for the remaining credits on your account. Please allow 5 to 7 business days for the refund to reflect in your account. Furthermore, we have canceled your membership, ensuring that you will no longer be billed for it. An email confirmation will be dispatched shortly to confirm this cancellation.
If you require any further assistance or have additional questions, please don't hesitate to reach out.Best,
*******
Customer Answer
Date: 10/10/2023
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,
*************************
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