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Business Profile

Retail Shoes

JustFab
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

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

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    Customer Complaints Summary

    • 216 total complaints in the last 3 years.
    • 87 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/20/2023

      Type:Product Issues
      Status:
      Answered
      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 went on the website to buy shoes for a chrsitmas present, and it said it would cost ***** dollars for the shoes. I ordered them and was charged on November 26th. On December 11th I was charged another ***** dollars from JustFab. After much research I realized the website had automatically signed me up to be a VIP member. This was not clear when I bought the shoes, and I do not have the income to spend the extra ************************************************************************************** this VIP service that I did not want to be apart of. My membership is now cancelled but I would like my money back for the membership as I never wanted to sign up.

      Business Response

      Date: 12/20/2023

      Hello ****,

      Thank you for reaching out through the BBB. We are sorry to hear you disliked our *** Membership.

      Just to clarify, the charges you saw were a result of our *** membership. Your *** membership was activated on 11/26/23 after redeeming our first pair $10 *** intro 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.

      I have successfully refunded the credit, 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,

      *******

    • Initial Complaint

      Date:12/20/2023

      Type:Product Issues
      Status:
      Answered
      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 charge everyone for atheist 9 months. Even though I've spoken, emailed and chatted with company to unsurscribe to them. Now, again I've been charged. Bout month ago they gave me 3 months back pay. They said they couldn't give me refund after 3 months. Now I'm charged again

      Business Response

      Date: 12/20/2023

      Hello *******,

      Thank you for reaching out via the BBB. Upon a thorough review of your account, we identified multiple accounts under both JustFab and ShoeDazzle. Your JustFab account was canceled on 03-23-2023, and it had one remaining member credit, which I have promptly refunded. Additionally, one of your ShoeDazzle accounts showed four member credits, all of which have also been refunded. Please allow 5 to 7 business days for these refunds to reflect in your account. I have also cancelled that membership.

      However, after further investigation, I was unable to locate any additional credits on the accounts associated with you. If there are any remaining concerns or if you have additional information, please feel free to let me know. We are here to assist you further.

      Best,

      *******

    • Initial Complaint

      Date:12/13/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 charges $50 a month for "Credits" which you then can use to purchase items that are $10. The only items on the site that are over $50, you can't even use the credits for. This is disgusting, should be illegal. If your products are so poorly made and copied from other designers that you have to force people into your scammy "VIP" program, you shouldn't be in business at all.

      Business Response

      Date: 12/19/2023

      Hello ***,

      Thank you for contacting through the BBB. We are sorry to hear you dislike our membership. Each month, if you decide not to Skip the Month, we will charge you $49.95 for exclusive membership benefits including a promotional VIP Credit that can be redeemed for products and bundles up to $80. If you don't want to be billed, just log in and Skip the Month between the 1st and 5th of each month. When you skip, you won't be charged, and can come back anytime to shop at VIP prices. 

      I am unable to locate an active VIP account, if you could kindly confirm the email or customer ID so I may further look into your issue.

      Best,

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

    • Initial Complaint

      Date:12/13/2023

      Type:Product Issues
      Status:
      Resolved
      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 returned an item back to the company, JustFab, about a month ago. I have not yet received my refund. Everytime i send a message to speak with a representative, they tell me to check back in again in ***** hours and that they have to escalate it again. This has gone on for over a week.

      Business Response

      Date: 12/19/2023

      Hello ***,

      Thank you for reaching out via the BBB. We sincerely apologize for any inconvenience you've encountered. Our system reflects an attempted refund for OID **********; however, due to its current record status, a manual refund couldn't be completed, likely due to a block from your bank. To expedite the resolution, we are prepared to issue a refund by check upon your confirmation of the name and address associated with the account. Your cooperation is greatly appreciated.

      Best,

      *******

      Customer Answer

      Date: 01/02/2024

       
      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

      Date:12/08/2023

      Type:Product Issues
      Status:
      Resolved
      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 Jul 09, 2023, 11:17 AM I made a one-time purchase from *****/Fabletics and received my items. At the time of purchase, I was unknowingly enrolled in a subscription service through this company. The enrollment in this subscription is hidden in the company's Terms of Service on a different page entirely. The initial purchase was paid for using afterpay -- a pay-later site -- so all purchases did not show as being Fabletics purchases. Speaking with customer service, they were unwilling to refund the amount of $239.80 for this subscription, citing that the subscription enrollment is "clearly" included in TOS that I agreed to. My receipt for the original purchase does not include the subscription enrollment, and TOS does not explicitly state enrollment in the subscription upon purchase. I am currently in contact with my bank to dispute the unauthorized charges.

      Business Response

      Date: 12/13/2023

      Hello ******,

      Thank you for reaching out through the BBB. We are sorry to hear you disliked our *** Membership program. You were enrolled on 7/09/23 after redeeming multiple of our *** intro deals. [9/12 9:45 AM] ******************************* 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 purchase.

      Our records indicate that your membership was officially canceled on December 8, 2023. I've successfully processed refunds for 4 out of the 5 member credits on your account. Please allow 5 to 7 business days for the refund to be reflected. However, for the remaining credit, it appears there is a block from your financial institution. We recommend reaching out to them to lift the block so that we can promptly assist you with the refund for that particular credit.

      Best,

      *******

      Customer Answer

      Date: 12/14/2023

       
      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,

      Daille Held

    • Initial Complaint

      Date:12/07/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 am a Fabletics VIO member which means I pay a monthly fee ($60/mo) to receive discounted pricing on their merchandise. I have just found that they **** their products out of stock for me and my discount (assuming all VIO members) however they are available for non members to purchase at full price. One photo uploaded is choices to non members the other is to me VIP (all out of stock )

      Business Response

      Date: 12/12/2023

      Hello *********,

      Thank you for contacting through the BBB. I would be happy to look into this if you can confirm which specific color you are inquiring about. 

      Best,

      *******

    • Initial Complaint

      Date:12/06/2023

      Type:Delivery Issues
      Status:
      Answered
      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 four pair of shoe on Nov 24/23 My shipping address is and always has been a PO BOX. Shoe Dazzle/Just Fab negligent .They SHIPPED the order by ****** ***** doesn't deliver to PO BOXES. Shoe Dazzle/Just Fab Wear house employees should have been aware of this. The order ion Nov/29/23. ***** has refused to deliver the order to a residential address. The address was updated on Nov 29/23. To my mother address.***** had the package at a facility for four days. stating the ot was in route for delivery. Which a lie. The order never left the facility. I have missed four days of work. I live in high crime area if the package is left outside it would be stolen. On Dec2/23 I requested the order be held a location. So I could pick it up. Now ***** is refusing to release the package because the delivery address is not on my ID. Shoe Dazzle employees, couldn't provide me with contact information for the wearhouse that shipped the order.

      Business Response

      Date: 12/12/2023

      Hello ******,

      Thank you for contacting through the BBB. We are sorry to hear about your experience. Your tracking number indicates that your order was successfully picked up on December 4th. We sincerely apologize for any inconvenience caused. If there's anything else I can assist you with, please feel free to let me know.

      Best,

      *******

    • Initial Complaint

      Date:11/29/2023

      Type:Delivery Issues
      Status:
      Answered
      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 just placed an order for some boots... and it went through on my debit card but it hasnt said that it went through on your website? or my account?"Thank you for the information, ******. I do apologize for the confusion but I did review your account and noticed that the order was not successfully placed which means the charge you are seeing on your end is just an Authorization Charge.An Authorization Charge is a temporary hold on an amount related to the order but will be removed immediately once the order ships out. In this case, since there was no successful order placed, the amount will just be reversed in 5 to 7 business days. I can assure you that you will get your money back."can you just process my order for me instead? all i wanted was the pair of shoes, you all advertised as free... i paid the shipping fee... and now youve stolen my money"I totally understand where you are coming from and we appreciate your honest feedback, ******. However, I can confirm that the order did not go through, and the temporary hold on your card will just be reversed within 5 to 7 business days. You may also contact your bank to confirm it. Right now, we suggest using another payment method in placing the order. Let us know if you have any other inquiries.

      Business Response

      Date: 12/05/2023

      Hello ******,

      Thank you for reaching out via the BBB. We want to assure you that the order did not successfully process on our site, and no order was generated. Although there is a pending charge due to the attempted order, rest assured that this charge will automatically be removed, and you will not be billed for the unsuccessful attempt. If you have any further questions or concerns, please feel free to let us know.

      Best,

      *******

    • Initial Complaint

      Date:11/21/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      JustFab auto enroll you into their VIP status and charge your credit card automatically without making that very clear. I have tried cancel my subscription several times. My card kept getting charged. The last two months I have contacted them directly and they have refunded the charges but its a struggle and then continue to charge my card.

      Business Response

      Date: 11/22/2023

      Hello *********,

      Thank you for contacting through the BBB. 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.

      Our records show your membership was cancelled on 11-18-2023. I have refunded all the credits left on the account. 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,

      *******

    • Initial Complaint

      Date:11/20/2023

      Type:Service or Repair Issues
      Status:
      Unpursuable
      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.
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