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

  
• 

  Shoe Fabulous

  6901 Riverport Drive, Unit A Louisville, KY 40258

• 

  Intelligent Beauty Inc.

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

• 

  Just Fabulous

  508 8th ave New York, NY 10018

• 

  Shoe Fabulous

  7201 Intermodal Dr. STE C Louisville, KY 40258

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:11/15/2023

  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 cancelled my Membership with Fabletics / Justfab in October, and they reactivated it without my permission in November. When I checked my account i noticed this. When I called the representative to cancel and request a refund, I was told that they cancelled my membership and processed a refund. When I asked for a confirmation email be sent to me regarding the cancellation and refund. The representative sent me 2 receipts/ invoices, which i did not request. The company will not send me a confirmation email of my cancellation or refund.

  

  Business Response

  Date: 11/21/2023

  Hello ****,

  Thank you for reaching out through the BBB. According to our records, you canceled your membership using our online portal on October 11, 2023. Subsequently, on October 18, 2023, your membership was reactivated following an order placed with VIP pricing, resulting in a charge for November. We can now confirm that your membership was successfully canceled again on November 15, 2023. Going forward, you will not incur any further charges. If you have any additional questions or if there's anything else I can assist you with, please let me know.

  Best,

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

• Initial Complaint

  Date:11/07/2023

  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 was fraudulently subscribed to a monthly program, without asking any questions if I indeed want to be subscribed. I completed a non-member purchase on ShoeDazzle website because I wasnt a member and did not want to become one so I paid higher price. However, I was still subscribed to their monthly program without them ever asking me or indicating that I would be subscribed. I am now trying to contact their customer service because the website is no help, and I am currently waiting over 3 hours for someone to answer even though it said I was the 3rd caller in the queue and it would be under three minutes. Considering all the lies I experienced from this company so far, I dont think they will be willing to help.

  

  Business Response

  Date: 11/09/2023

  Hello ******,

  Thank you for contacting through the BBB. We are sorry to hear about your experience. Our records show your membership was cancelled on 11-04-2023, you will not be charged. Please let me know if there's anything else I can help you with.

  Best,

  *******

• Initial Complaint

  Date:10/26/2023

  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.

  I purchased an item from justfab for 13,19 on September 21 using PayPal. On October 12 I received an email from PayPal where justfab had taken a payment of *****. I contacted just fab just fab by email and was informed that since my initial purchase was 75% off to that I became a VIP member and if a VIP member is not able to skip the 1st five days of the month there is a ***** charge generated. This was not clear information when I made my initial purchase and they were going to take this amount out every month. They changed this to a credit and wont refund. They gave me instructions on how to skip this monthly VIP Credits- I never authorized a monthly amount to be taken out.

  

  Business Response

  Date: 11/01/2023

  Hello *******,

  Thank you for contacting through the BBB. Just to clarify, the charges you saw were a result of our *** membership. Your *** membership was activated on 9/20/23 after redeeming our 75% off new *** introductory offer. Upon enrollment, you must log into your account and select the 'Skip the Month' option between the 1st and the 5th of each month. If you do not Skip the Month between the 1st and the 5th of the month your credit card or payment method will be charged an automatic monthly membership fee of $49.95 on the 6th (until you cancel) for enhanced monthly benefits, including a promotional *** Credit. All promotional *** Credits will expire 12 months after the date of issuance. Each promotional *** Credit will be applied to your Account and can be redeemed for bundles or products up to $80 on the Site.

  I have successfully refunded the *** credit, back to the payment method. Kindly allow 5 to 7 business days for the refund to appear. Your membership has also been canceled, you will no longer need to skip the month or be billed. Please let me know if there's anything else I can assist you.

  Best,

  Natash

• Initial Complaint

  Date:10/26/2023

  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.

  Transaction date 10/24 Company the is promoting 2 different shipping methods and 2 different price points. That website indicates that the shipping time are different, however after contacting employees due to not receiving purchase, they stated that timeframe are the same. That site does not provide disclaimers in regards to processing times

  

  Business Response

  Date: 11/01/2023

  Hello *******,

  Thank you for reaching out through the BBB. The shipping time frame begins once your item has successfully completed the processing phase and is then shipped from our  warehouse. Following this, you can expect to receive your order within the expedited delivery window of 1 to 2 business days.

  Best,

  *******

• Initial Complaint

  Date:10/18/2023

  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.

  Just Fab signed me up for a VIP membership and took money out of my account with out my authorization. They wont refund money

  

  Business Response

  Date: 10/24/2023

  Hello ***********

  Thank you for reaching out through the BBB. We are sorry to hear you disliked our VIP Membership.
  
  Just to clarify, the charges you saw were a result of our VIP membership. Your VIP membership was activated on 9/20/23 during your purchase of the $10 first pair new VIP intro deal. During checkout, we offer two checkout options: regular and VIP. Checking out as a VIP gets you a discount off your first order, as well as special pricing, free shipping, and other perks on future orders. However, it does activate a monthly membership, as explained during checkout. Our membership charges $49.95 a month, which turns into $49.95 of store credit to be used on future purchases.

  Our records show your membership was cancelled on 10-18-2023. I have refunded the credit you were charged for, 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:10/11/2023

  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 purchased clothing items and also paid for expited shipping for it to be here on the 10th. I shortly after asked to have the whole order canceled. They said that they could not because it was processed *** being shipped. I have chatted with them multiple times asking them to please cancel the order since it has not left the warehouse or been picked up by ****** They told me yesterday that it would be here today, it still shows per the tracking that they still have and they refuse to cancel it. So at this point I am wanting for it to arrive to go through their refund process, but it is still at their warehouse waiting to be picked up and today is the 11th. They have failed to even ship out for expitied shipping per their policy and they refuse to cancel it. I would like to receive my clothing and be reimbursed for the shipping cost since they have failed to comply. We are know sitting on the 5th business day.

  

  Business Response

  Date: 10/18/2023

  Hell ****,

  Thank you for contacting through the BBB. We are sorry to hear about your experience.

  Our records show you received a full refund, including this shipping fee, on 10-13-2023. Please let me know if there's anything else I can assist you with.

  Best,

  *******

  Customer Answer

  Date: 10/22/2023

   
  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.  However, I did not receive that refund till the fourth conversation with your customer service and I told them I contacted the BBB over the issue.  That is when I received my cancelation and refund.  Prioe to that every conversation ended with, we can not cancel.  I had to screen shoot that conversation,  cause when I asked for a recored of the chat conversation I was told they do not keep them.  So, if a customer does a chat they need to screen shot the conversation for their safety of purchasing through this business. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/09/2023

  Type:Delivery 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 order a pair of *********************** August 29th. They were delivered September 6th, September 8th the whole top came off the seam. I reached out to Just Fab the same day and let them know the situation. The agent informed me I could just discard of the shoes and they would send me new ones. It is now October 7th and I still haven't received a replacement. I've reached out ************** with no help. Do not buy from this company, they send you faulty shoes and refuse to send you replacements or help you at all.

  

  Business Response

  Date: 10/11/2023

  Hello *******,

  Thank you for your communication via the BBB. Upon a thorough review of your account, we identified a potential misunderstanding regarding the return process with our representative. It appears that a return label for the item was generated by our representative, but the exchange was not initiated due to the absence of the item's return, which would trigger the dispatch of the replacement.

  We are pleased to inform you that the item has been scheduled for release on 10-10-2023. According to the tracking information, you can anticipate its delivery on October 12th. We appreciate your patience throughout this process, and should you require any further assistance, please do not hesitate to reach out.

  Best,

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

  Customer Answer

  Date: 10/12/2023

   
  Complaint: 20708051
  
  I am rejecting this response because: I would like some kind of credit for the trouble and the rudeness of employees.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/03/2023

  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.

  The company advertises a reward program which is false advertising as they do not honor it. They claim 100 points per review which accumulates for discounts but upon reviewing my account they only give 20 points per review making it near impossible to achieve discounts. I am not asking for money, simply that they honor their posted advertising.

  

  Business Response

  Date: 10/05/2023

  Hello **,

  Thank you for reaching out to us via the BBB. We deeply regret the inconvenience you've encountered, and we sincerely appreciate your feedback. Your concerns have been promptly forwarded to our dedicated site team to ensure a swift and effective resolution of this issue.
  
  As per our records, we can confirm that you successfully received the reward points with the assistance of one of our representatives. In light of the inconvenience you've experienced, we have taken the liberty of adding an extra **** points to your account as a gesture of our commitment to your satisfaction.
  
  Should you require any further assistance or have additional inquiries, please do not hesitate to contact us. We are here to assist you in any way we can.

  Best,

  *******

• Initial Complaint

  Date:09/25/2023

  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.

  Back in July, I reached out 3 separate times to JustFab customer service support to cancel before my card would be charged after the very vague window of skip the month had passed. They FLOOD your email inbox with sales and coupons and in my opinion, false advertising (one email said your extension has been approved) but they cant send an email to remind you that you have to skip the month or be charged. I have since figured out how to cancel the membership, but have 2 VIP credits that cost $49.95 each and I can use them for shoes that are marked below $30 as a credit or lose them. So either way, I am out money! This company is outrageous and should more clearly explain the costs vs. benefits more clearly. Im obviously not the only one who feels this way. They make it virtually impossible to contact, if you wait longer than 5 minutes in a chat queue waiting for a response, you get bumped out and sent an email survey asking how the service was before anything gets resolved. Its absolutely frustrating and I wish I had never signed up. They should allow full refunds for customers who did not get an email to skip the month.

  

  Business Response

  Date: 09/27/2023

  Hello *******,

  Thank you for getting in touch with us through the BBB. We genuinely apologize for the inconvenience you've faced. I'm pleased to inform you that I have initiated a refund for one of the two credits on your account. Please allow 5 to 7 business days for the refund to be processed and reflected in your account.
  
  Regarding the remaining credit, it appears that a chargeback has been filed, which is currently preventing us from processing the refund. We recommend reaching out to your bank to resolve this matter or waiting for the chargeback to be settled.

  Best,

  *******

  Customer Answer

  Date: 09/28/2023

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

• Initial Complaint

  Date:09/22/2023

  Type:Customer Service 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.

  Got email that I Am a VIP but ******** would not cancel.

  

  Business Response

  Date: 09/27/2023

  Hello ******,

  Thank you for reaching out to us via the BBB. Our records indicate that there are multiple accounts linked to your name; however, none of them are currently active memberships. We'd like to inform you that the account you recently activated on September 14, 2023, has been canceled in accordance with our terms of service. You can find out more here ***************************************

  Best,

  *******