Complaints

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.

• Initial Complaint

  Date:12/31/2024

  Type:Service or Repair Issues
  Status:

  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.

  TLDR: misleading and completely bogus claims of retail prices on products to inflate the "savings" on the buyers end. Details: I paid $30 for a retro speaker product that FabFitFun had on their website as retailing for "*****".I got the order and had to laugh it is so poorly made. The speaker sounds awful, and the "retro covering" feels like extremely cheap straw hat material and is in crooked and bubbled up. I attached photos. Thinking there's absolutely no way this product is worth *****, I did some backwards searching based on manufacturing number and found this speaker only at one other place for a list price of ***** at full retail price. It was on sale for 14 dollars. I thought it could be easily resolved but after multiple back and forth with their customer service, they are taking no responsibility for this item being not as described and basically trash, and have said "oh that's a drop ship item, no refunds allowed, but here's $10 to buy something else from us." That is unacceptable and made me lose complete faith in this company. It's $30 bucks, so really this is quite small in the grand scheme of things, but if this is happening with one product, I believe it is very showing of the caliber of products and the company's poor policies for the customers. Fine print:The website does state it's a drop ship item, and said it would ship separately. However, it is on FabFitFun's site and this retailer is a partner of theirs. Knowing their entire product is based on partnerships, this makes it clear to me that they do not vet their partners well and clearly allow fabricated "retail pricing," which leads me to believe the entire business is a scam.

  Business Response

  Date: 01/03/2025

  FabFitFun apologizes for Amys experience. *** contacted FabFitFun on 12/30/2024 about a recent purchase. FabFitFun explained the amount *** paid for the item was less than the retail price provided by the manufacturer. FabFitFun applied a Shopping Credit to Amys account and processed a refund for their remaining pre-paid, unshipped boxes. Additionally, FabFitFun canceled Amys membership upon request. FabFitFun will continue to help *** if they have any additional questions or concerns.

  
  

  Customer Answer

  Date: 01/04/2025

   
  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.
  

• Initial Complaint

  Date:12/30/2024

  Type:Sales and Advertising Issues
  Status:

  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.

  A dispute was submitted through my credit card company due to a billing error and the company being slow to resolve through their poor customer serivce. In light of this, the company canceled my yearly subscription that was already paid for. The subscription entails four quarterly boxes for each season (Spring, Summer, Fall and Winter), cost is $227.I had one box/season left within my subscription, but due to our dispute over a recent charge in October 2024 they deviously canceled an unrelated transaction (my ***** subscription from April 2023), and are holding the other transaction it over my head saying that "if I withdraw my dispute, they will refund the remainder of my subscription".This is fraud.

  Business Response

  Date: 12/31/2024

  FabFitFun apologizes for Ashleys experience. ****** contacted FabFitFun regarding their membership and the remaining prepaid, unshipped box on their account. ******* account was closed due to a filed dispute. Although FabFitFun had already issued a refund previously on 11/29/2024, ****** filed a dispute associated with that transaction on 12/11/2024. FabFitFun informed ****** that in order to proceed with any further account actions and re-open their account, a letter of withdrawal must be submitted. FabFitFun processed a refund on 12/30/2024 for the remaining prepaid, unshipped box on their account. ******************** will continue to help ****** if they have any additional questions or concerns.

  Customer Answer

  Date: 01/01/2025

   
  Better Business Bureau:
  
  I wish the company would have worked with me prior to submitting this complaint because nothing changed in order for them to process the refund for my membership that I had been asking for. They were not truthful in saying my account was locked and could not have my refund prcoessed because of my credit card dispute filing. Although the actions were dishonest they immediately rectified the problem after they received my BBB complaint. 

  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:12/17/2024

  Type:Product Issues
  Status:

  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 a purchase for an annual subscription on 12/8/24 based on ads by the company for the customizable items. After I paid I went to start customizing the box and found most the items I liked that were advertised were not options. I tried to chat to cancel and request a refund within less than 20 minutes of the purchase. Below are the issues that occurred from that point. 1) false advertisement- showing customizable items for the box that were not available with purchase (ads by company within hour/minutes of purchase/after purchase too)2) I accessed the chat within 20 minutes of the purchase. I was placed as 10 in the queue. After waiting 30-minutes I refreshed the page. It said no agents were available and I would get an email reply in ***** hours. 48 hours later the reply apologized for time to respond and said more time was needed. Next they said they my account was marked as inactive. Then I sent the requested information and it took another ***** hours to get a reply. Then it was multiple back and forth emails trying to get a refund and just asking more questions, false promises (offered 3 box refund and to add 3 additional items I could pick for free the box, but then when I requested items they were denied, even though they were on the site), and then an email offering only a partial refund with an underestimate value for the 3 boxes given the amount I paid for 4 (by almost $20). They offered $159 for the 3 remaining boxes when I paid $233.18 for 4.3) I changed my email in my account for ************************* to ******************** and a system glitch must have occurred creating an additional account. 4) Account was marked as inactive within less than 3 hours of the annual subscription purchase/charge. Which was not fixed until several days later.5) I was not able to customize my box. They processed the box order without me customizing. This was done while my account was marked *********** The box processed when account was inactive.

  Business Response

  Date: 12/23/2024

  FabFitFun apologizes for Laurens recent experience. ****** reached out to FabFitFun on December 8th after signing up for an Annual Membership. She requested a refund because none of her first choice items were available. FabFitFun explained that customization is available for a limited time at the beginning of each season, and all choices are subject to availability while supplies last. FabFitFun also apologized to ****** for the delay in response due to a high volume of inquiries. ******** Winter box, along with an additional Winter box as part of a promotional offer, has been shipped and can no longer be canceled. To help better ******** experience, FabFitFun has issued a refund for the three unshipped boxes and provided a resolution regarding the Winter boxes. FabFitFun believes this issue is fully resolved and is available to assist ****** with any further questions she may have.

• Initial Complaint

  Date:12/17/2024

  Type:Sales and Advertising Issues
  Status:

  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.

  False advertising

  Business Response

  Date: 12/20/2024

  FabFitFun apologizes for ******** disappointment with their items. ****** contacted FabFitFun on 12/15/2024 regarding the Gift with Purchase items they received. FabFitFun followed up with ****** on 12/18/2024 and explained the promotion included an additional free pre-curated Winter Box. FabFitFun confirmed ****** received the correct items associated with this curation. FabFitFun offered ****** some items from the Winter 2024 Box to better their membership experience. FabFitFun will continue to help ****** if they have any additional questions or concerns.

• Initial Complaint

  Date:12/03/2024

  Type:Product Issues
  Status:

  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 signed up for a year subscription in 2023, fast forward to 2024 and I got a notice that my account was renewing and I logged on and cancelled it. I thought all was well till I get a box in the mail. Ive not been satisfied with the boxes and the quality of items for the price so wasnt going to continue. I reach out to customer service on the chat and multiple times I explain the situation and that I want this box returned and to refund me and not ship anymore and each time the *** leaves the chat after they say that it cancelled for the next year not this one. The message says chat will close in three minutes and they leave the chat before you have time to respond (less than a minute later) then youre 23 in queue again. This is horrible customer service and it says a lot that this is how they have to do business.

  Business Response

  Date: 12/10/2024

  FabFitFun apologizes for Brandys experience. ****** contacted FabFitFun on 12/03/2024 regarding their Annual Membership charge. FabFitFun informed ****** that canceling their subscription only prevents their membership from renewing and does not provide a refund for prepaid boxes. On 12/09/2024, FabFitFun processed a refund for the remaining unshipped prepaid boxes associated with their Annual Membership charge and a partial refund for their shipped Winter 2024 Box and subscription item. FabFitFun will continue to help ****** if they have any additional questions or concerns.

• Initial Complaint

  Date:11/25/2024

  Type:Billing Issues
  Status:

  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.

  FabFitFun canceled the wrong account and I have two accounts with them. I wanted them to cancel the account under the email ***************************** and they canceled the account under the email ***************************** They then told me that I had no pending orders under the ***************************** Two days ago I paid over $120 for an order and it was pending. In essence they are now stealing my money. This is on top of sending me a whole winter subscription box full of incorrect items.

  Business Response

  Date: 11/27/2024

  **** initially contacted FabFitFun on November 12, 2024, stating she was not receiving the customization choices she had originally selected. FabFitFun explained that there was a past-due invoice on ****** account for a period that prevented the order from processing with the original customization items she had selected, as those items were only available while supplies lasted. FabFitFun sent **** her box with the original customization choices and added a credit for the inconvenience. On November 23, 2024, **** reached out again, stating she had created an additional account to customize another Winter Box. However, she was unhappy with the remaining customization choices and requested to cancel and refund her membership. FabFitFun canceled her first account, but **** informed the representative that she wished to cancel the new account instead. ******************** corrected this mistake by fully canceling and refunding the second account while reactivating the first account. They also assured **** that none of her pending orders were canceled or refunded. FabFitFun believes this concern is fully resolved and will continue to assist **** if she has any additional questions.

• Initial Complaint

  Date:11/07/2024

  Type:Product Issues
  Status:

  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 a *** membership via email while traveling overseas and requested a refund. They did not cancel the membership but instead offered a different discount, which I never indicated I wanted. I indicated I objected to the charge. When I did so, they stopped sending the service (subscription boxes), yet did not do a refund. In March 2024, they said they received notice of a chargeback (which I did not file). I indicated to them that I never received the merchandise OR a refund for the merchandise. I had been charged $241.77 on 2/1/2024. They refunded $181.32. They retained the other $60 or so despite NEVER SENDING ME ANY PRODUCT or providing any service.The prior year, they DID THE SAME THING. I do not recall ever signing up for a subscription service period but was charged TWO annual subscription fees, issued NO refund for one year despite receiving no product, and then given a partial refund only the following year despite receiving no product.

  Business Response

  Date: 11/08/2024

  FabFitFun apologizes for Amandas experience. ****** contacted FabFitFun on 02/09/2024 regarding their Annual Membership renewal charge. On 11/07/2024, FabFitFun processed a refund for the remainder of ******* Annual Membership renewal charge. FabFitFun will continue to help ****** if they have any additional questions or concerns. 
  

  Customer Answer

  Date: 11/13/2024

   
  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:11/04/2024

  Type:Product Issues
  Status:

  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 purchased a FabFitFun box, which required an annual subscription (9/12/2024) based on the information that was provided. The membership commitment was opaque and ill-defined.After I had a (poor) understanding of the membership, I cancelled my subscription (9/19/2024) and received email *************** was unclear and uncommunicated that cancelling the annual membership meant that I wouldn't receive additional boxes after 9/12/2025 - but until that date I would receive seasonal boxes. You can imagine my surprise upon notification of my winter box "order". In my experience, cancelling a subscription cancels the subscription.I immediately called customer service re: this almost $300 additional charge on my credit card. I was given a partial refund for the "subscription" but no possibility of a refund for the box or option to return the box once received. The website did not allow me to neither cancel the "seasonal boxes" that should have been cancelled with my membership, nor did it allow me to retract my payment option. I requested my account and payment method be immediately removed from FFF by phone.I'm still shocked that I cannot be refunded for the order. I did receive emails discussing what the seasonal box would contain, but it was not clear to me that I would be "ordering" one, it looked like marketing materials.Based on internet reviews, cancelling a subscription has proved to be complex and frustrating for a significant number of customers similarly blind-sided by the purposely difficult cancellation policy. I can only imagine the amount of money FFF has made on the backs of people that don't have the time or resources to figure this all out.

  Business Response

  Date: 11/11/2024

  FabFitFun is sorry to hear about ******** experience. ******* reached out to FabFitFun via phone on November 4, 2024, after receiving a shipping notification for the Winter 2024 Box. FabFitFun explained their cancellation policy to ******* and clarified that ******* was not charged extra for the Winter Box as it had already been paid for by ******* upon signing up for the Annual subscription on September 12, 2024. FabFitFun issued a refund for the two remaining unshipped boxes in ******** Annual subscription and removed their payment information upon request. On November 7, 2024, FabFitFun sent ******* a follow-up email outlining the Annual subscription charge under their account and offered a few options to ******* regarding the Winter Box. FabFitFun is still waiting for a response from ******* and will continue to assist ******* if they have any additional questions.

  Customer Answer

  Date: 11/13/2024

   
  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:11/04/2024

  Type:Product Issues
  Status:

  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.

  After seeing numerous ads for this vendor on ******** advertising a special $1300 Fall gift box, items that one could customize, and an additional $200 gift box if one purchased he annual subscription I decided to sign ***** date I have received 6 items that I had customized and the $200 gift box.I have still not received the Fall box purported to contain $1300 of ************** you can see by the attached email conversation they keep deliberately misunderstanding me and the problem, also changing customer service **** every time.They sent me a box of 3 items since that I did not request after I tuned down their $20 credit offer. All I want is the Fall box that I paid for.

  Business Response

  Date: 11/11/2024

  FabFitFun is sorry to hear about Elizabeths experience. ********* initially reached out to FabFitFun on October 15, 2024, stating she had received her Fall box but was missing the promotional gift included upon signing up for an annual membership. FabFitFun confirmed with ********* the contents she should have received including her customization choices and free gift. ********* confirmed she had received all of the mentioned items but thought she was missing additional items she saw from a ******** advertisement. FabFitFun asked ********* to share a screenshot of the advertisement to address any misunderstanding but was unable to provide the specific advertisement she was referring to. FabFitFun clarified the confusion regarding the total value for individual boxes and the total value of year's worth of boxes mentioned in their advertisements. FabFitFun sent ********* an additional mystery bundle to help turn her experience around. As of now, FabFitFun has not received a response from her, but committed to assisting ********* until she feels fully supported.
  

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22505409
  
  I am rejecting this response because:

  The box they sent with the customizable items (from the Fall box)  was the additional $200 box promised for an annual sign-up. As I have said on numerous occasions, I am still awaiting the Fall box. The one that should have been mailed with the customizable items. Instead they added the customizable items to the 'supposed'  bonus $200 box.

  I did not request anything other than the Fall box which I paid for. at original sign-up.

  I fail to understand why they are finding this so difficult. In fact I believe this is deliberately trying to confuse the issue. As it is, they clearly misrepresented their sign-up items on their ******** ad.

  Again, I reiterate, I am waiting for the Fall box that I should have been sent.

   

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

  Business Response

  Date: 11/21/2024

  FabFitFun sent another email to ********* regarding her Fall box order, providing further clarification and an example of the advertisement she referenced. The six items ********* mentioned are from the Fall box, while any additional items included were part of her mystery gift. FabFitFun does not currently have a promotion for any individual box valued at $1,300, and did not have any past promotions. FabFitFun has not yet received a response from ********* and believes her concerns have been fully addressed. FabFitFun is dedicated to supporting ********* until she feels completely satisfied.

  Customer Answer

  Date: 11/21/2024

   
  Complaint: 22505409
  
  I am rejecting this response because: I am still awaiting shipment of the Fall box that I purchased. AGAIN - what they have sent me is the $200 additional bonus box for signing up for annual membership which included the customizable items. That was a bonus box - so WHERE is the original box that should have been sent to me?
  
  Sincerely,
  
  ********* *********

• Initial Complaint

  Date:11/04/2024

  Type:Product Issues
  Status:

  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 ordered two items through FabFitFun. One of them was delivered successfully. When I realize the other one hadnt been delivered, I checked the tracking and saw that a label had been created, but that the post office had never received the item. I was billed on October 10 and the label was created on the 14th. Ive contacted fabFitFun customer service multiple times and I keep being put off. First I was told that it would be two weeks from the label creation before I could do anything then I was told three weeks from the billing date before I could do anything. And then I was to wait until after the 29th. I was then told to please wait until the end of the week. With every interaction, I was told that if I waited the amount of time, I would be given a refund if I hadnt received my item and just to contact them and let them know. That was all by way of their text messaging/chat customer service feature. Ive also attempted to correct the situation by calling them. I talked to somebody who didnt do any follow up and said that he was going to forward it to a special team to deal with it. If this team exists, I havent heard from them after several business days. With each contact, they asked me to wait a little longer and offer me some sort of credit. Ive asked directly multiple times for a refund to my credit card. The text conversation comes to an end with no further response when I decline a credit for future shopping on their website and again ask for a refund. The whole process starts over the next time I contact them with further delays and no refund. At least one of their customer service **** agreed that the item has been lost, yet they have not refunded my money. The representative who agreed it was obviously the item had been lost, offered me another credit, and when I declined it, I have never heard back from them, following the usual pattern

  Business Response

  Date: 11/05/2024

  FabFitFun apologizes for Cathys experience. ***** contacted FabFitFun on 10/22/2024 regarding an issue with their order. FabFitFun explained to ***** that their order included a Drop Ship item, which required a request to an internal team in order to process the refund. FabFitFun added shopping credit to Cathys account and processed a full refund for the order upon request. FabFitFun will continue to help ***** if they have any additional questions or concerns.

  Customer Answer

  Date: 11/05/2024

   
  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,
  
  ********* ********