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:07/20/2023

  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 made a purchase on the site and had a member credit. I used my card for the shipping. The company then went back and charged me a VIP membership fee. I have not had a membership in over a year. It had been cancelled almost 2 years ago. I tried getting a refund and they would not refund it. They then told me that I could file a dispute with my bank. This company apparently takes money and takes their chances with banks filing disputes!

  

  Business Response

  Date: 07/20/2023

  Hello ******,

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

  We show no cancellation outside of the the downgrade processed 07-19-2023. The charges for the months prior were not successfully processed. 

  Upon reviewing, we had required maintenance the day that your member credit was charged, this caused an error once processed that did not show the credit on the account. Our agents were also not able to identify this. We have processed the refund of $49.95 manually, please allow 5 to 7 business days for the refund to appear.  

  Thank you,

  *******

• Initial Complaint

  Date:07/12/2023

  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 initially bought two pairs of shorts online. I was not informed that I would be charged monthly or this was a membership. I was charged $59 on May 13, 2023. I called the company and canceled. They informed me by phone that my service was canceled. I was charged $59 again on June 11, 2023. I canceled online and by phone this time. I asked to have the charge reversed as I had previously canceled the month before. They refused, but said I would not be charged again. I was charged $59 again on July 12, 2023. I have canceled again by phone and online. I asked to have the charge reversed and they refused again. This company is a complete SCAM and MUST be stopped.

  

  Business Response

  Date: 07/13/2023

  Hello ******,

  Thank you for reaching out through the BBB. We are sorry to hear you disliked our *** Membership program. You were enrolled after redeeming our new *** intro offers. 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 your account was cancelled on 07-12-2023 but the member credit was charged that same day. We do not see any other contact prior to that date. I have successfully refunded the three member credit charges, 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,

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

  Customer Answer

  Date: 07/17/2023

   
  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:06/30/2023

  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.

  I purchased a pair of leggins from Fabloetics in a store in ****. I was told about a monthly subscription and signed up. I never received an email confirming the subscription and never received a charge. I checked back a month later and still no charge. A few months later, i noticed that i had been charged each month for *****. I tried to access my account to recieve my garments. There wasn't an account associated with my email, phone number, or name. I called for help and didn't receive a strong answer of what to do. I filed a dispute with the credit card and the payments stopped for a couple months, but then they started back up again. I called again to try to access the money i was putting in to this subscription and stop payments and again, no one could find anything linking an account with me. We tried several email addresses, physical address, names, credit card numbers, and nothing could be found. they told me to file a dispute with my credit card. I did again and the payments didn't stop. Finally after fighting for over a year, I had to cancel the credit card completely. But i have still payed out over $800 and not received anything in return.

  

  Business Response

  Date: 07/03/2023

  Hello *****,

  Thank you for contacting through the BBB. Your account has a misspelled email attached, which is why there has been no email communications sent out. The email the account is under is ***********************. 

  I have successfully cancelled the membership, you will no longer be billed. I have also refunded the credits 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. 

  Thank you,

  *******

  Customer Answer

  Date: 07/05/2023

   
  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:06/09/2023

  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.

  This company charges me every month unless I log into my account and choose an option to 'Skip The Month' between the 1st and 5th of the month. However, their website does not ***** me access whenever I am traveling.Thus they charge me each month even when I had to have the option to cancel the payment. I was trying to contact them through their website or live chat but the access was always blocked. I was calling, emailing, and texting them, but they never responded. On ********* they said they will transfer me to their agents but never did. It is already happening for a year and a half. I had changed my phone and laptop during this time, so I am only attaching screenshots from the email and ******** messages, as well as their website that doesn't let me log in. They charged me:49.95 each time on Sep 6th 2022, October 9th 2022, January 6th 2023, March 11th 2023, and April 8th 2023 ***** on November 8th 2021, May 6th 2022, and July 6th 2022

  

  Business Response

  Date: 06/18/2023

  Hello ******,

  Thank you for contacting through the BBB. We are sorry to hear about your experience with JustFab and are working to ensure a better site and service experience. 

  I have successfully cancelled your membership, you bill no longer need to skip the month or be billed. I have also refunded 7 of the 8 member credits back to your payment method, kindly allow 5 to 7 business days for the refund to appear. For the remaining credit, I am unable to refund it electronically because of the amount of time that has passed since billed. However, I can refunded it via check which would be delivered in 4 to 6 weeks. Please confirm the name and shipping address on the account and I will submit the request soon after.

  Best,

  *******

• Initial Complaint

  Date:06/02/2023

  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've been a customer of ************************ for over 10 years. I have a monthly subscription charge of $49.95 that will automatically be charged to my debit card if I do not log onto Justfab.com website on the 1st day of every month and "SKIP THE ****** in the Account tab. However, this month (June 2023), for the first time in 10 years, there is no such option to "Skip The Month". Being that I can't "skip the month", JustFab is about to charge me at least $49.95. Something is very fishy here. The account info tab looks different. The website will not allow me to remove my debit card number and somehow it auto-renewed my new card exp. date, even though I have not purchased from them in more than 8 years. I want to cancel my JustFab account and when I call the number on the main page website ************, the woman who answers tells me they are a Medical Supply facility, that they are NOT Justfab.com and that she cannot help me. More than once, I call and get the same medical supply company, NOT JUSTFAB, and she is asking me to provide all sorts of personal information to sign me up for something else I do not want. This is a Scam! I respectfully request that JustFab.com please cancel my member account effective immediately and I DO NOT give permission to charge my debit card for any type of membership fees. 6/2/2023

  

  Business Response

  Date: 06/07/2023

  Hi ******,

  Thank you for contacting through the BBB. To clarify, our records show you canceled your membership through our online portal on 05-01-2023, which is why there was no option to skip the month for **** since you unenrolled in the *** membership. 

  We appreciate your time and feedback, please let me know if there's anything else I can assist you with.

  Thank you,

  *******

• Initial Complaint

  Date:05/22/2023

  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.

  My package was delivered to the wrong address so I contacted package delivery service who told me to take it up with the seller, which was JustFab. The customer service representative told me to contact the package company and was rude and dismissive when I simply requested a <$100 refund. Your degenerate business has put me in a ridiculous loop and now you refuse to refund both my membership and that particular order. I have contacted my attorney about this who is standing by in case action is required.

  

  Business Response

  Date: 05/24/2023

  Hello *******,

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

  I will be happy to look into this and further help. Could you confirm which order was the one that was not delivered? There is no recent notation on your account to look into your call with the agent. If you have the name or ************* of the call, I can also look more into the interaction. 

  Thank you,

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

• Initial Complaint

  Date:05/16/2023

  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 am a customer of ********************** and of Shoedazzle. Sometime over the past several months they have put charges on my account when I chose to skip the month. They are both owned by the same company. There ** is always glitchy. I am seeking a refund of $49 from JustFab which is one months membership fees and a refund of $49 from Shoedazzle which is one months membership fees as I have been skipping the month in the app. That is all. I have canceled my VIP membership ad I have had this problem repeatedly in the past. Thank you. Sincerely *******************. I'm sorry but I don't know the dates of the transactions. Over the past few months these charges were put on to the best of my knowledge. Skipping must happen by the 5th of the month but they claim they can't see it on thier end. Thanks.

  

  Business Response

  Date: 05/18/2023

  Hello *****,

  Thank you for contacting through the BBB. We are sorry to hear about your experience with JustFab and ShoeDazzle. All credits on both accounts have been refunded, kindly allow 5 to 7 business days for the refunds to appear back onto your payment method. Also confirming the membership for both brands have been canceled. Please let me know if there's anything else I can help you with.

  Thank you,

  *******

  Customer Answer

  Date: 05/19/2023

   
  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:05/03/2023

  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.

  On 11/26/22 I purchased 2 pairs of shoes. With the discount I paid $38.78 (order #**********). I returned those shoes due to them being too small and uncomfortable. Then on February 1, 2023 I had 2 VIP member credits which is $49.95 each to use towards a new purchase. I purchased 3 more pairs of shoes (#**********) which all were returned due to size issues and fit. I requested a refund which I was refused because the items were bought with member credits. As a VIP member most purchases will be bought with never credits. I had at least 3 member credits which total ~$150.

  

  Business Response

  Date: 05/09/2023

  Hello ********,

  Thank you for contacting through the BBB. We apologize for your experience with ShoeDazzle. 

  Our records show you were refunded the three member credits on your account on 04-12-2023 back to your payment method. Orders purchased with member credits are eligible to be returned and refunded. We apologize for any incorrect information shared. Please let me know if there's anything else I can assist you with.

  Thank you,

  *******

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 20012028
  
  I am rejecting this response because the member credits refunded were for the months of February, March, and April. Im asking for the months of November, December, and January.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 05/11/2023

  Hello ********,

  The account associated with this email only shows being charged for the months stated. There are no other credits on it. Is there another account they may be on?

  Thank you,

  *******

  Customer Answer

  Date: 05/14/2023

   
  Complaint: 20012028
  
  I am rejecting this response because: I only received credits for 3 months. After reviewing my bank account. Im due for a refund for my purchase in November 2022 for $38.78 and the member credit for December of $49.95. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/02/2023

  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.

  My last order was placed on 11/3/2019 after which I have tried calling to cancel my membership. I have never been successful in getting through to someone and talking to a live agent is the only way to cancel. I want all my money back from the months that I have been charged for this "membership."

  

  Business Response

  Date: 05/05/2023

  Hello ********,

  Thank you for reaching out to us regarding your membership cancellation. We apologize for any inconvenience you may have experienced in trying to reach us by phone.

  Upon checking our records, we were unable to find any record of your phone attempts to cancel your membership. However, we want to assure you that we offer various other channels for customer service, including chat and social media, which you can use to cancel your membership.
  Additionally, you can also cancel your membership online through your "account info" page on our website. We understand that cancelling a membership can sometimes be frustrating, but we want to make the process as seamless as possible for you.

  We would like to inform you that out of the 26 member credits you currently have, 15 of them can only be refunded as a check due to the amount of time that has passed since billed. However, you are still able to use these credits towards any of our products or services if you prefer.

  If you would like to receive a check refund for the 15 credits, please confirm that the name and shipping address on your account are correct. We want to ensure that the refund is delivered to the correct address. Please confirm how you would like to proceed before I cancel the membership.

  
  Best regards,

  *******
  
  
  

  Customer Answer

  Date: 05/05/2023

   
  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. Please mail me a check for the 15 credits.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/02/2023

  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 a subscriber to Shoedazzle since 2011. They have stolen 12 member credits from my account each that I have paid $39.95 for. Per my store credit history on their website, I still have those remaining credits, however, they are no longer available for me to use. I would like to be reimbursed for the all of the 12 credits since I no longer have the confidence to shop with them in future. I do not want the store credits to come back, I want my money back at this point. I have attached the documents stating my purchase history, since I purchase the store credits on a monthly basis, as well as one with my customer number.

  

  Business Response

  Date: 05/03/2023

  Hello *****, 

  Thank you for your inquiry regarding your member credits. We would like to inform you that your member credits do not expire, but they do have a conversion process when they become too old.
  
  When your member credits reach a certain age, they will automatically convert to gift cards that you can use towards future purchases with **. This is our way of ensuring that you are still able to enjoy the benefits of your membership even if you have not used your credits for some time. I have emailed you links to the gift card, but you can also find them at ************************** with your email address.

  Should you want a refund, we can only refund them via check because of the time that has passed since billed. You would receive in 4 to 6 weeks. If you would like to continue, kindly confirm if the name and shipping address on the account is correct.

  
  We want to reassure you that the conversion process does not affect the value of your credits. You will still be able to redeem the full value of your credits through the gift cards that you receive.
  If you have any further questions or concerns, please do not hesitate to contact us. We appreciate your continued loyalty to our brand and look forward to serving you in the future.

  Thank you,

  *******