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

  
• 

  Just Fabulous

  508 8th ave New York, NY 10018

• 

  Shoe Fabulous

  7201 Intermodal Dr. STE C Louisville, KY 40258

• 

  JustFab

  7929 National Turnpike Louisville, KY 40214

• 

  ShoeDazzle

  17300 Slover Ave Fontana, CA 92337-8000

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:09/19/2023

  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.

  I placed two orders, order numbers ********** and **********. I contacted support because I attempted to use my reward points (****) on the orders. I also used my VIP credits. The customer support person told me that reward points cannot be used on orders where VIP credits are used. So, my reward points should have remained at **** points. However, my points were deducted and now stand at **** reward points. This does not make sense because VIP credits were used on both of these orders, and my points should not have been deducted. I would like my reward points returned to **** points as well as some type of customer loyalty reward. I have been a member of JustFab for years and have spent hundreds, if not thousands, of dollars on justfab.com. I would like some type of remedy to this since this website essentially stole and reduced my reward points when they weren't even used.

  

  Business Response

  Date: 09/21/2023

  Hello *********,

  Thank you for reaching out to us through the BBB. We deeply regret any inconvenience you may have encountered with JustFab. To make amends, we have credited your account with $20 in store credit and reinstated any redeemed points.
  
  If there are any other matters or concerns you'd like us to address, please feel free to inform us. We are committed to ensuring your satisfaction and are here to assist you further.

  Best,

  *******

• Initial Complaint

  Date:09/13/2023

  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 made a one time purchase. I a month later a got charged $59.95, when I called they said it was for an annual fee. I told them I didnt sign up for a membership and to please cancel. They canceled but will not refund my $59.95. I think they are tricking people into signing up for this membership.

  

  Business Response

  Date: 09/19/2023

  Hello *******,

  Thank you for reaching out through the BBB. We are sorry to hear you disliked our *** Membership program. You were enrolled on 2023-06-24 after redeeming our 2 for $24 bottoms and 70% off new *** member 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.
  
  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 show you were able to cancel your membership on 07-08-2023. We've attempted to refund you the $59.95 credit, however since there is a chargeback dispute filled we are unable to since your bank is blocking us. We suggest reaching out to lift the block so we may refund it sooner. 

  Best,

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

• Initial Complaint

  Date:09/11/2023

  Type:Order 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.

  After reviewing bank statements, this week, I was very surprised to see that I am still being charged for a service that I thought I'd canceled many months ago. 7 months ago after navigating an online system that seems to be designed to make it impossible to cancel, it looks like I have only been able to "skip" a month and did not cancel entirely. I send several chat logs during that time with no response and continued to navigate and attempt to communicate that I would like to cancel, Due to being active duty military and my time zone varying greatly from their online chat communication, I seem to never be able to get someone to respond. This week after discovering the charges, I send sent several chat messages and continued to see "transferring you to a live representative now" and NEVER did someone come online. I have 8 "credits" and I do not wish to spend these credits on their products but rather CANCEL a membership that seems to be impossible to cancel, and get a REFUND for the money charged to my account for these 8 credits. My membership ID is *********. Even though the app shows "Cancel Anytime", this is false and I have not been able to "cancel anytime". Please help.

  

  Business Response

  Date: 09/14/2023

  Hello *******,

  Thank you for contacting through the BBB. Our records show you were able to contact us on 09-13-2023 to obtain a full refund and cancel the membership. Please let me know if there's anything else I can assist you with.

  Best,

  *******

  Customer Answer

  Date: 09/15/2023

   
  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:09/07/2023

  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 have had cancer and realized that monthly JustFab has taken out of my account. I cannot wear their shoes, as I have had to have a foot surgery that limits the type of shoe I can wear. My Account has accumulated over $900K and I cannot use credits on shoes, clothes or even on the Kids Fab side because I don't have children in my life. I did not realize that every month that was coming out, I thought I had canceled the membership, and now I have a tremendous amount of money with a company that I will never use what they are selling. I would like all or most of it back, seems only fair since I cannot use the product. Fighting my health issues means I need that money back. **********.

  

  Business Response

  Date: 09/12/2023

  Hello *********,
  
  Thank you for reaching out to us via the Better Business Bureau. We sincerely apologize for any inconvenience you may have experienced with your dealings with JustFab.
  
  Currently, there are a total of 24 credits associated with your account. It is important to note that 20 of these credits can only be issued as a refund via check, primarily due to the substantial amount of time that has elapsed since the initial billing. Should you wish to proceed with this option, we kindly request that you verify and ensure the accuracy of the name and shipping address on your account. The check refund process typically takes 4 to 6 weeks for delivery.
  
  Furthermore, we have successfully initiated refunds for 2 out of the most recent 24 credits back to your original payment method. We kindly request your patience during this process, as it may take 5 to 7 business days for the refund to reflect in your account. Additionally, there are 2 remaining credits that are presently being withheld by your bank. We recommend contacting your bank to address and resolve any potential blockage, enabling us to facilitate electronic refunds for these remaining credits.
  
  Thank you for your cooperation, and we are here to assist you further with any additional inquiries or concerns you may have.

  Best,

  *******

  Customer Answer

  Date: 09/20/2023

   
  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:09/06/2023

  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.

  I have been an elite member for years of just fab and cannot cancel my membership because I want to be able to use my store credit and my VIP credits but I have tried over and over to use my credits and such and it keeps telling me there is an error processing my request and now the shoes I was ordering for myself and my three daughters for my other daughters wedding wont make it here and I cant cancel because I have over $100s of dollars in credit owed to me. I am very frustrated!! Also any returns that I made because of size or quality were never refunded in creditsjust said a return was started. I love the shoes but I feel very taken advantage of.

  

  Business Response

  Date: 09/12/2023

  Hello *******,

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

  We show some of the items in your cart are out of stock and are preventing you from checking out. If you would like to continue, please clear your cart and then you can browse the website for new items and bundles. For the return, I am seeing a credit of $44.57 on the account from an order placed on 2/02/23. This credit is on the account and ready to use. If this is not the order you are speaking of, please let me know which one and I will be happy to assist.

  Please let me know how you would like to continue.

  Best,

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

• Initial Complaint

  Date:08/16/2023

  Type:Customer Service 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.

  Hello,I have been trying to use my credits so I can close my JustFab account #****** but I continue to get an error on their website. I have tried contacting customer a number of times via call and live chat and can never get an answer. Due to financial constraints, I can't afford the monthly fee so I just want to either get a refund of all my credits so the account can be closed or be able to get assistance with why I can't check out! This is extremely frustrating and I am personally tired of dealing with this company. The price has went up from ***** to ***** and I don't want to close my account.

  

  Business Response

  Date: 08/22/2023

  *********************,

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

  Upon looking at your cart, multiple items are currently out of stock which is why you are currently unable to check out. If you prefer to use the credits, I suggest shopping the site to find replacements for the cart. Please let me know how you would like to proceed and I will be happy to help.

  Best,

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

  Customer Answer

  Date: 09/01/2023

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

• Initial Complaint

  Date:08/08/2023

  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.

  I feel like I have been conned into paying out for a monthly subscription after buying a pair of shoes for my prom a few years ago. After a few months I noticed that they charged my moms bank account (since I lost my bank card). I didnt realize it was going to charge her, since they were not clear at all but I can just log in and cancel, right? I was dead wrong, on the contact page it says that: "Membership cancellations cannot be processed via email or chat. For further assistance, please call." At this point I realize that they are doing everything in their power to make it as difficult as possible for me to cancel but to the phone I go. But there were some issues when I tried to call, no one picked up and whenever I have tried to contact them a robotic like woman asks for my moms bank info which sounds weird because never in my life has any company asked for that in any circumstance. Fast forward, I gave up and ever since I have just "Skipped the month" but I can't keep doing this. I need to cancel my so called "membership". If I don't get help I will take further and drastic measures.

  

  Business Response

  Date: 08/15/2023

  Hello Snah,

  Thank you for contacting through the BBB. We are sorry to hear you dislike our membership. 

  I have successfully refunded all credits on the account, kindly allow 5 to 7 business days for the refund to appear. I have also cancelled the account, you will no longer have to skip the month or be billed. Please let me know if there's anything else I can assist you with.

  Best,

  *******

• Initial Complaint

  Date:08/07/2023

  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.

  I am listed as a Diamond Elite member of JustFab and have been purchasing shoes and boots from them since December 15, 2016. When I first signed up, I was aware I would be charged a specific amount per month (if I didn't "skip" that month) that the company explicitly stated could be used as credit in the EXACT amount charged and that NO money would be lost by signing up for their VIP program - rather it would be allocated specifically to be used with them on their site with no expiration.My complaint is based on the fact that they were not honest in the portrayal of their "VIP Program". They currently will not permit me to use the 7 monthly "credits" I've been charged on items available and listed on their site and, in addition, have now imposed an expiration date of my funds to 1 year. I have had quite a few difficult experiences with customer service, shipment issues, and product quality problems that I've overlooked because overall I have enjoyed their selection, but I cannot continue to support this company and will not allow them to steal from me anymore. I reached out to their "24/7" chat and was ignored. I am requesting a full refund of the 7 credits remaining on my account back to the payment method used and request that my account be canceled from this date forward with no additional charges.

  

  Business Response

  Date: 08/14/2023

  Hello *******,

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

  Our records show a check request was processed on 08-06-2023 for the 7 member credits. Kindly allow 4 to 6 weeks for processing and delivery. Your membership is still showing as active, please let me know how you would like to proceed.

  Best,

  *******

• Initial Complaint

  Date:08/04/2023

  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 pair of boots from JustFab in October 2016 and was forced to join the "Free Membership" in order to check out. It was not clear or easy to see that there would be a requirement to later cancel or do some online thing every month or I would be billed automatically and without receiving any invoice. My husband pays the credit card bill and did not recognize the ****** but assumed it was legitimate as it was a relatively small amount and did not mention it to me. I only recently read of other people complaining about this scam-like practice at JustFab and I asked to see the credit card bills and we have been billed EVERY MONTH since then even though I have never gone to the webpage or bought anything else from the store in SEVEN YEARS. Furthermore the charges have been increased over time without any direct notification and my credit card information has been automatically updated without my knowledge. I haven't added up all the charges but its a lot (thousands of dollars). This accident is the very predictable outcome of having an obscure membership agreement automatically added to the checkout process and its absolutely not my fault. It is unreasonable to expect people buying a pair of shoes to read all the fine details of legalese language and expect them to comprehend it. Upon discovering this disaster, I immediately cancelled the account by phone today. It should be obvious if a person hasn't made another transaction or visited the website in many months/years that they do not understand they are in the membership plan and should receive a direct email to confirm. If JustFab is serious about this membership program being legitimate (and not an intentional fraud), then I am asking JustFab to to refund me the unused membership charges. I can provide proof of purchase and monthly charges if requested, but that should be available in my account records.

  

  Business Response

  Date: 08/10/2023

  Hello *******,

  Thank you for contacting through the BBB. 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 credit to be used on future purchases. Important disclosures regarding how our VIP 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  VIP Membership and our Site.

  I have successfully refunded 13 of the member credits on the account, kindly allow 5 to 7 business days for the refund to reflect. For the remaining credits, because of the amount of time passed since billed I am unable to refund the electronically. These credits can be refunded via check which you would receive in 4 to 6 weeks. Please confirm if the name and address on the account are correct and I will proceed with the check refund.
  

  Best,

  *******

  Customer Answer

  Date: 08/20/2023

   
  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.

  The name and address on the account is correct for providing the remaining refund by mail. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:07/24/2023

  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 2 months ago and they have still debited my account 2 times @***** each. This happened on Fabletics as well. I require a refund and stop debited accounts after they cancel

  

  Business Response

  Date: 07/27/2023

  Hello *****,

  Thank you for reaching out to us via the BBB. Based on our records, there have been no indications of any cancellation requests or attempts. We have only observed skipping activity, which allows members to skip a specific month without canceling their membership entirely.

  Rest assured, I have now proceeded to cancel your membership, ensuring that you will no longer be billed. Additionally, I have initiated the refund process for the two member credits. Kindly allow 5 to 7 business days for the refund to reflect in your account. If there are any other matters in which I can be of assistance, please do not hesitate to let me know.

  Best,

  *******