Complaints

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

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• 

  JustFab

  800 Apollo St El Segundo, CA 90245-4701

  
• 

  JustFab

  7929 National Turnpike Louisville, KY 40214

• 

  Fabletics

  4400 Sharon Rd STE 231 Charlotte, NC 28211-3774

• 

  Intelligent Beauty Inc.

  1700 Jay Ell Dr Ste 200 Richardson, TX 75081-6788

• 

  Fabletics

  300 Park Avenue Beachwood, OH 44122

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:06/04/2025

  Type:Billing 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.

  Just fab purposely makes it extremely difficult to cancel their membership. Every time I call or use the online message it's says I am 6th in line and have to wait 30 minutes to reach someone. They have no intention of coming to the phone hoping you will give up and they can charge your card again. This is predatory. Please cancel the account under my name. Immediately.

  

  Business Response

  Date: 06/12/2025

  Hello ***********,

  Thank you for reaching out through the BBB. Were sorry to hear youre dissatisfied with our membership.
  
  We offer several convenient ways to cancel, including through your online account under the Account tab, as well as 24/7 support via chat, phone, and social media. We understand you may have experienced difficulty reaching us initially due to high call volume, and we apologize for any inconvenience this caused.
  
  Our records show that your membership was cancelled on June 3rd. A refund has been issued for the credit on fileplease allow 5 to 7 business days for the amount to reflect on your original payment method.

  Best,

  *******

  Customer Answer

  Date: 06/13/2025

   
  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.
  
  Sincerely,
  
  *********** ******

• Initial Complaint

  Date:06/03/2025

  Type:Delivery 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.

  Im reaching out regarding my recent JustFab order which, for the second time, has **not been delivered.** Ive been informed that Ive used up my courtesy credits, but this is not a courtesy issuethis is a repeated **failure to fulfill a paid order.**According to JustFabs policy and basic consumer rights, I am entitled to **either a replacement or a full refund** when an item is never delivered. This is the second occurrence, and I have been extremely patient up until now.

  

  Business Response

  Date: 06/10/2025

  Hello ******,

  Thank you for reaching out to us through the BBB.
  
  According to our records, both orders were successfully delivered, with photo confirmation provided by the carrier. As weve previously extended courtesies and in line with our Terms of Service, were unable to issue a refund to the original payment method. However, wed be happy to offer a store credit as an alternative resolution.

  Best,

  *******

  Customer Answer

  Date: 06/16/2025

   
  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.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:05/28/2025

  Type:Service or Repair 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 opened a membership with this company when they started. A big selling point was that the credits never expired. They never informed me that they changed the policy. They then expired 12 of my credits which is worth around $719.40. When I called for a resolution, I asked for my credit back and they stated that this was not possible. In addition, they inform me that the website had this new information. I took pictures of the pages and it does not inform you of this new policy. Simply put I was never informed. At this point, I no longer trust this company and would like a refund.

  

  Business Response

  Date: 06/04/2025

  Hello *****,

  Thank you for contacting through the BBB. All VIP credits will expire 12 months after the date of issuance. Per the new terms and conditions that were opted in on 08/01/2023 on the account, the reinstatement or refund of those credits is no longer possible due to the age of the initial transactions. For your reference, you can learn more about our terms ***************************************************.

  Best,

  *******

• Initial Complaint

  Date:05/23/2025

  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.

  ***** dollars, every month.I want them to stop taking my money every month, overdrafting my account, then telling me they will refund it AND saying I can't cancel their "subscription" that was a well hidden one that lead us to believe it was a promo code

  

  Business Response

  Date: 05/29/2025

  Hello *******,

  Thank you for reaching out to us through the BBB. Were sorry to hear that youre unhappy with your membership experience.
  
  At this time, were unable to locate an account with the information provided. To better assist you, please provide your Member ID, email address, or an order number associated with the account.
  
  Were here to help and look forward to resolving this matter for you.

  Best,

  *******

• Initial Complaint

  Date:05/22/2025

  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.

  Unauthorized charges: The company charged me $49.95 monthly without my consent for a "VIP" plan I never subscribed to.Partial refund: I received a refund for three out of five unauthorized payments after calling on April 23.Cancellation failure: Despite requesting cancellation on April 23, the account remains active.Non-functional callback system: Multiple callback requests have been ignored.Deceptive practices: The company uses deceptive tactics to enroll customers in the "VIP" membership.Request: Immediate full refund and account cancellation are requested.

  

  Business Response

  Date: 05/29/2025

  Hello *******,

  Thank you for reaching out to us through the BBB. Were sorry to hear that youre dissatisfied with our VIP membership.
  
  To clarify, your enrollment began on 11/02/2024 after redeeming one of our new VIP offers. Key details about how the VIP Membership works are clearly summarized in your shopping cart before checkout. To proceed with the purchase, customers must acknowledge and agree to the terms and conditions of both the VIP Membership and our website.
  
  Our records show that your membership was successfully canceled on 05/22/2025. Weve also refunded the two remaining credits on your accountplease allow 5 to 7 business days for the refund to reflect.
  
  If you have any further questions or need additional assistance, were here to help.

  Best,

  *******

• Initial Complaint

  Date:05/19/2025

  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.

  We were with JustFab for over 10 years. When we signed on there was no expiry date to the credits. We would forget to cancel the month but thought we could always buy something later. We were shocked to see all this money had disappeared. On May the first we spoke with a manager at Justfab. A partial credit was given in more credits. An order was placed, 16 days later nothing has been shipped. We would like the order that was placed 17 days ago to be cancelled and money for all unused credits to be returned. The amount in excess of 600 dollars.

  

  Business Response

  Date: 05/27/2025

  Hello ****,

  Thank you for reaching out to us through the BBB. Were sorry to hear about your recent experience.
  
  According to our records, your concern was recently addressed by our customer service team. If theres anything further we can assist you with, please dont hesitate to let us know.

  Best,

  Natasha 

• Initial Complaint

  Date:05/16/2025

  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 have been charged a $49.95 membership charge for 6 months in a row. I purchased some shoes last november and now they charge me every month. I tried contacting them to get a refund and they keep charging me and I need a refund for the total amount other than the shoes. It is either $299.70 or $249.75 total. I can't tell if the last one is still going to charge me.

  

  Business Response

  Date: 05/22/2025

  Hello ********,

  Thank you for reaching out to us through the BBB. Were sorry to hear that youre dissatisfied with our membership program.
  
  To clarify, your enrollment began on November 25, 2024, after redeeming one of our promotional membership offers. Key details about how the VIP Membership works are clearly presented in your shopping cart before checkout. By proceeding, you agreed to the Terms and Conditions of both the VIP Membership and our website.
  
  A refund for one VIP credit was processed on March 7, 2025. We have now refunded the remaining credits as well. Please allow 5 to 7 business days for the funds to appear on your original payment method. Additionally, your VIP Membership has been cancelled, and you will no longer be billed.
  
  If theres anything else we can assist you with, please dont hesitate to reach out.

  Best,

  *******

• Initial Complaint

  Date:05/12/2025

  Type:Billing 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.

  On may 5 I ****ped my vip membership account (this is a membership that gets renewed monthly if not ****ped by the 6th of every month. if the account is not ****ped you receive a charge and earn a credit to the account to use on another item. As I said i ****ped the month and everything was fine i didnt receive a credit so I didnt think much about it. I then was charged from ****** on May 11th which is associated with my account for *****. I immediately looked at my fabletics account which had no new purchases from May 11th and I didnt have a store credit so confused I contacted fabletics which at first was unable to be connected with a person then ****** and filed a discrepancy. Then today i was able to contact fabletics again I explained the situation they said the **** must not have gone through but I explained I dont have a credit so It must have been ****ped or i would have a credit to the account for the charge .., they told me they didnt know essentially , i told them i wanted to cancel everything and inactivate my accounts as well as unassociate my ****** account with them . they send me a prefabricated response saying that they are sad to see me go and explained that they will credit my account 10 dollars if I stayed. I said absolutely not.

  

  Business Response

  Date: 05/15/2025

  Hello ********,

  Thank you for reaching out to us through the Better Business Bureau. We're sorry to hear about your experience and appreciate the opportunity to address your concerns.
  
  We can confirm that your membership was cancelled on May 12, 2025.
  
  Regarding the credit in question, we are currently unable to issue a refund due to the active dispute filed through ******. When a dispute is opened, ****** temporarily freezes all related activity until a resolution is reached. If the dispute is resolved in our favor, please note that we will only be able to issue a refund via check, as the original payment method will be blocked.
  
  If you have any further questions or need additional assistance, please dont hesitate to contact us.

  Best,

  *******

  Customer Answer

  Date: 05/17/2025

   
  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.
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:05/12/2025

  Type:Service or Repair 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 had 38 credits worth $1898.10 that just expired from this store. They started this whole credit thing expires 1 year you get a member credit but most of my credit is from before a year. So I was thinking it wouldnt expire. Well they all excited April 1st and life was crazy for me this year. My daughter was sick for over 4 months with infections, pneumonia and viruses. My other half has lithium intoxicity and I thought I was losing him. Then I lost my father in February, so I had to deal with his funeral and help my mother with everything that goes with a death. I would totally show proof of all that has happened. With everything that happened I havent been in the right state of mind to check anything. I reached out to JustFab about what they could do for me Hoping they could be compassionate. The most they couldnt give me is $10 for each credit. Thats $380 total while I just lost over $1500 from all those member credits. Please be aware of the expiration and theres no real compassion here. Im so very disappointed. Thats over 3 years of credits I lost. To me it doesnt make sense because they inputted for expiration of credits for every 12 months so why do I still have 38? Why expire all of credits all of sudden now? I really feeling like Im kicked in the gut when Im already down for the count.

  

  Business Response

  Date: 05/14/2025

  Hello ********,

  Thank you for reaching out through the BBB. Our records show that your concern was addressed and resolved by one of our service agents on 05/11/2025.
  
  If theres anything else we can assist you with, please dont hesitate to let us know.

  Best,

  *******

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23314642
  
  I am rejecting this response because:  I put the resolution you team gave me; which was in my initi as l posts. They said thats all they could do.  I put it in there that I was disappointed with the resolution.  I even posted that it was right over $1500 loss of money for me.  I offered to show my fathers death certificate and everything has happen but there was no sympathy.  Just seen like a protocol.  
  
  Sincerely,
  
  ******** ****

  

  Business Response

  Date: 05/27/2025

  Hello ********,

  Thank you for your response, and we're sorry to hear you're feeling this way.
  
  As outlined in our Terms of Service, were unable to refund expired credits. The one-time reinstatement and $400 credit provided by our agent was the most we could offer under our current policies. Were sorry this didnt meet your expectations.
  
  If you have any questions or need further clarification, feel free to reach out.

  Best,

  *******

• Initial Complaint

  Date:05/12/2025

  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.

  I have been attempting to cancel the Shoedazzle VIP membership since May 1, 2025. When I try to use the chat feature, the chat closes out every time I get connected with an agent. When I call, the wait time is extremely high and I cant talk to anyone. They have since charged my card $49.95 for the VIP service and I want a refund because they are purposefully making it difficult to cancel. I also cant even remove my card from the account because that option is not there.

  

  Business Response

  Date: 05/14/2025

  Hello ******,

  Thank you for contacting us through the BBB. We're sorry to hear about your experience and appreciate you bringing it to our attention.
  
  Were actively working to address the issue. Your membership has been canceled and the credit has been refunded, kindly allow 5 to 7 business days for the refund to appear. A confirmation email has been sent to you.
  
  If theres anything else we can assist you with, please dont hesitate to reach out.

  Best,

  *******

  Customer Answer

  Date: 05/14/2025

   
  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.
  
  Sincerely,
  
  ****** *****