Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/02/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I never received my order. I have been trying for almost two weeks to ************** or a refund. I have made multiple attempts to contact Dollar Shave Club. They refuse to answer me. I just want my money backBusiness response
10/02/2023
We responded to your request via email today and have reshipped the order out to you. The original order does show it was delivered. Not sure why it didn't reach you.Initial Complaint
09/25/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I paid 15 dollars for the starter kit and was told it would arrive within 4-6 business days, I ordered on Sunday September 10th, the box was shipped on the 11th of September. 13 days later and no updates, I have filled out a "Contact Us" form on 3 separate occasions and have received no support whatsoever.Business response
09/25/2023
Sorry to hear you didn't get your order. We responded to your request via email today and reshipped the order out to you. If you have any other questions/concerns feel free to respond back to that email.Initial Complaint
09/25/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
** latest subscription box did not arrive and repeated emails to customer service went unanswered. This is unacceptable and I have canceled my account and would like a full refund for my August shipment which I did not receive.Business response
09/25/2023
Sorry about that. We've responded to your request via email today. If you have any other questions/concerns please feel free to respond back to that email and we'd be happy to help.Initial Complaint
09/25/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I am unable to log in to my account. I have my email address and password written in a physical book, so it's very strange that it won't work. I've tried the "forgot password", I tried all of my different email accounts, in case a change occurred that I didn't write down. The website offers a chat option for help, but it errors out. There is no phone number. I have emailed the company, to no effect.I want to cancel my account, and have no way to do so.Business response
09/25/2023
Sorry about that. We've responded to your request via email today. It looks like there may be a typo in the email on your account. Please respond to that email with additional info and we'd be happy to help you out.Customer response
09/25/2023
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.
***********************Initial Complaint
09/22/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Bought the 'starter pack' Aug 29th to try the product. Website claimed delivered in 4-6 business days it is now September 22nd and still nothing. Don't get any confirmation via email for the purchase so don't have a purchase or account number that I can find. Reached out to customer support a couple weeks ago through the website which hasn't been responded too and I can't take a picture of it as it's not in my 'sent' folder as it was sent through the website. I linked a picture of the bank transaction and a picture of when it was shipped via the companies websiteBusiness response
09/22/2023
Sorry to hear that. We've responded to your request via email today and reshipped the order out to you. If you have any questions/concerns feel free to respond to the email and we'd be happy to help further.Customer response
10/01/2023
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 mePackage was received, thanks
Sincerely,
*****************************Initial Complaint
09/21/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I have been a customer since approx. 2014. Recently, ********************* Club changed its website address to access accoungs. I have tried muliple times to access my account but the website ways it does not exist. Contacted $Shave Club multiple times response is to use the website. Last message from $Shave Club asked if have another email address. I use the current $Shave Club website. Need detailed answers to: 1. Does my account exist? 2. Reason cannot access my account? 3. If cannot access account, how do I cancel account? 4. Direct telephone number and email address with person with actual authority to answer my questions and assist me.Business response
09/21/2023
Sorry for the trouble. As mentioned in the email thread with the Club Pro. The activation emails to activate your account on our new site sometimes have trouble sending to hotmail email addresses. If you have a different email address we can use, we can send the activation email to the new email address and then you can activate the account. We can then change the email back to the hotmail one, once its been activated.Customer response
09/28/2023
Complaint: 20635687
I am rejecting this response because:I have been a customer for approx. 10 years and did not have an issue until the company revised its website. What specific steps is the company doing to correct this? As of now I am locked out of my account and the company has my credit card information and PII.
*****************************
Business response
09/28/2023
In the last email we sent, we sent you a temp password you can use to sign in. Once signed in, you can then request an email to reset the password to one of your choosing. We also had our director of the team reach out in case you had more questions/concerns. Feel free to respond to that email and he would be happy to help.Initial Complaint
09/19/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I received a charge for products not ordered and not received.Business response
09/19/2023
It looks like you sent an email to us today. We've responded to your email. You have an active subscription with **, which is why you are getting billed and shipped products. Feel free to respond to that email we sent today with any questions or concerns and we'd be happy to help further.Initial Complaint
08/30/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
I cancelled dollar shave club in May. I have sent multiple emails and finally received a messages indicating that my subscription has been canceled. Since then I have received two debit transactions removing money from my checking account, one of which was refundedBusiness response
08/30/2023
Sorry for the trouble. We've responded to your request via email today. There was a second account for you under a different email address you were being billed from. If you have any other questions/concerns, please respond to the email and we'd be happy to help you out.Initial Complaint
08/15/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
The razors are fine. I used them for several years but now find that there are other options I prefer. The customer service is horrible. I cancelled my subscription in June and have been billed twice since then. I contacted the company through all three options given - there is no way to call - and have gotten zero responses.Business response
08/15/2023
Sorry about that. We responded to your request via email today asking for some more info. Please respond to that email when you get a chance and we'd be happy to look further into this for you.Customer response
08/25/2023
Complaint: 20470731
I am rejecting this response because:Their answer to me was that I must have another account under a different email address and they could not find it. They asked for additional addresses or email addresses - neither of which I have. They asked for pictures of the charges from my bank statements. I responded with the information they asked for and received no further response.
Sincerely,
*************************Business response
08/25/2023
I just sent you a follow up email. We don't see your response to ** with the screenshots, so we had nothing to respond to. If you can try to resend it on that same email thread, we can look into it further.Initial Complaint
08/14/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
My BBB complaint: ************ will not let me cancel my subscription!! Isn't that illegal?!? I've tried the website and got the errors in the screenshot I'm including. I tried their chat box. I tried emails to the address given. I tried ******** messenger AND I tried commenting on their social media posts!! The is no phone number and no other way to cancel!! Just for the record, here's why I was cancelling: "After years of subscribing to DSC, I've discovered that I can buy these as needed, significantly cheaper on Amazon. I'm ****** to be quite honest. What's the point of the subscription? I pay $13+ to get 4 refill blades. On Amazon, I can get 8 for $15-16 bucks whenever I want or need. Shipping is free, I can usually get same-day or next & there's no risk of a phantom charge if I forget to pause subscription! DSC doesn't even have the newsletters anymore, which was at least a unique aspect of the subscription. I also hate the phasing out of handles they do randomly just to increase sales temporarily."Business response
08/14/2023
Sorry about that. Not sure why you were getting that error message when trying to cancel. We will have out tech team look into it. In the meantime, we responded to your request via email today and have cancelled the subscription. We're sad to see you go.Customer response
08/14/2023
Better Business Bureau:
The business has canceled my subscription in reference to complaint ID ********, and find that this resolution is satisfactory to me.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
270 total complaints in the last 3 years.
46 complaints closed in the last 12 months.