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:04/25/2023

  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.

  Ive been a JustFab member for several years. I would cancel my membership, but they told me Id lose all of my credits which are a significant amount monthly fees Ive paid. I first started experiencing issues when making returns. I wasnt properly credited for the returns. After doing an in depth investigation on my account, I learned ******************** transferred my monthly payments into loyalty points instead of credits. In fact, *** had to pay additional money when placing orders because I hadnt realized my money wasnt being allocated the way its advertised and outlined in their service agreement. Theyve withdrawn a significant amount of money from my debit and credit cards (well over $1,000) and now my account reflects no credits and no loyalty points. Ive spend significant time trying to resolve issues with the company but it is not resolved.

  

  Business Response

  Date: 04/27/2023

  Hello ******,

  Thank you for reaching out to us via the Better Business Bureau. We understand that you have concerns about the charges for your member credits and we would like to address them as soon as possible.

  We have reviewed your account and can confirm that all the member credits you have been charged for have either been redeemed or refunded to your original payment method and through a mailed check. We would like to assure you that we do not convert member credits into reward points.

  We apologize for any confusion or inconvenience this may have caused you. If you have any further questions or concerns, please do not hesitate to contact ** directly.

  Thank you for being a valued member and for bringing this matter to our attention.

  Sincerely,

  *******

• Initial Complaint

  Date:04/25/2023

  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 can't even tell if and how much shoe dazzle has charging me $49.99every month for years and I rarely order from them. I haven't for many years!I see nowhere where I could even the total credited to my shoe dazzle account even.Tried calling many times and either a recording I can't state my requests/complaints nor a person who can give me any info! You'd think this would be basic info.even I canceled there's no way to find that out, dates of etc.I want my total I paid them for nothing refunded to me/my **** card immediately.I can't afford to throw away $50 a month.

  

  Business Response

  Date: 04/25/2023

  Hello *****,

  Thank you for reaching out through the BBB. As of April 20th, 2023, you have been refunded three member credits of $49.95 for the chargeback that was won in your favor on account *********. Our records show you have an additional account, *********, with 11 member credits totalling $439.45. I was able to refund one member credit of $39.95, please allow 5 to 7 business days for the refund to appear. Because of the pending chargeback on that account and the age of the credits, I am unable to refund the rest electronically. However I can refund them to you via check which would be delivered in 4 to 6 weeks. Kindly confirm if the name and shipping address on the account are correct and I will be happy to assist with the check refund.

  Thank you,

  *******

• Initial Complaint

  Date:04/20/2023

  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've had a JustFab membership for a few years now. I haven't always found something I want and as a result I've skipped the month. During the beginning of covid I was sick. Since I was in the hospital so much I was unable to skip . All my other subscription froze . JustFab only cares about money and not its customers. After being charged over and over I called to cancel. I was told if I canceled I'd loose the ability to use My credits at membership prices . JustFabs items are grievously overpriced. The *** price makes it more resonable. I chose to keep it and cancel after using my credits to avoid wasting my money. After making a purchase using my credit I decided to return the items that did not fit . JUSTFAB gave me a partial refund for the returned items. Instead of it being credits it was a dollar amount not equal to the credit used. I had to call to have them fix it and give me credit for the returns. Each time I've done this I've had to explain to the opporater why the math was wrong . If I personally don't catch the mistake it goes unchecked. Knowing I was stuck with credits I've continued to skip each month . After looking at my account I learned that I was charged anyway after skipping. I'd like a refund so I can be done with this company . At this point its just a scam . If I can't I will do a charge back with my bank .

  

  Business Response

  Date: 04/20/2023

  Hello *******,

  I am writing to let you know that we have processed a refund of 2 member credits to your account. The refund should reflect in your account balance within 5 to 7 business days.
  We appreciate your feedback and time in bringing this matter to our attention. We strive to provide our customers with the best possible service, and we regret that we fell short of your expectations. Your satisfaction is of utmost importance to **, and we are committed to resolving any issues that you may have.
  Thank you for your understanding and continued patronage. If you have any further concerns or questions, please do not hesitate to reach out to **.

  Thank you,

  *******

• Initial Complaint

  Date:04/20/2023

  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.

  After called to close account ******************** continued to charge credit card, Called again and they still continued to charge the credit card.

  

  Business Response

  Date: 04/20/2023

  Hello *****,

  Thank you for contacting us regarding your membership cancellation. We apologize for any inconvenience you may have experienced during this process.

  
  After reviewing your account, we were unable to locate any records of a cancellation request prior to 04-10-2023  . However, we have taken immediate action to ensure that you are no longer billed for our services. We have also refunded 4 credits to your account, not including the one that was refunded due to a chargeback dispute. Kindly allow 5 to 7 business days for the refund to appear.

  
  Please be assured that you will no longer be billed for your membership, and your account has been cancelled as per your request. We appreciate your business, if you have any further questions or concerns, please do not hesitate to contact **.

  
  Thank you.
  Best regards,

  *******

• Initial Complaint

  Date:04/17/2023

  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.

  In short, I have been charged a monthly VIP credit by JustFab for eight years without knowing it. I request to get my money back.Full story: I accidentally noticed a recurring payment to JustFab for VIP credit while checking a credit card statement. I don't do this often and it is not a card that I use daily. Though puzzled, after figuring out how to use these credits, I made a few purchases totally out of panic. When the initial panic passed, I started tracing back when this started. It started in 2014/11 with a purchase of a pair of boots that WERE NOT MY SIZE and WERE NOT SHIPPED TO MY ADDRESS and NEVER REACHED ME. Then in 2015/5, I received the first email regarding my credit. But it's subject was YOU HAVE NEW CREDIT TO USE. Come on, it was not "your monthly charge for ... had been processed", which definitely would attract my attention. But "new credit to use" sounds too much like a promotion email. All the way from 2015/5 to 2023/3, I have been charged monthly. To my astonishment, the credit card associated to the membership has been updated several times for the validation date , which was NOT by me. The billing address and shipping address were never updated until my purchase earlier today. My unawareness of this membership can be further proved by the fact that I NEVER used the "skip this month" function.Based on the above facts and arguments, I request to get refunded for ALL my unused credits and electronic gift cards which was turned into by credits.

  

  Business Response

  Date: 04/20/2023

  Hello *****,

  We understand that you have recently contacted us regarding the member credits charged to your account. After reviewing your request, we wanted to inform you that we are able to process a refund for the credits in question, but please note that it will have to be issued as a check.

  
  The check will be mailed to you at the address we currently have on file. If you have recently moved or need to update your address, please log in to your account and update your shipping information as soon as possible. This will ensure that the check is sent to the correct address and arrives in a timely manner.

  
  Please be advised that it may take up to 4 to 6 weeks for the refund check to be processed and mailed to you. We apologize for any inconvenience this may cause and thank you for your patience and understanding.
  If you have any further questions or concerns, please do not hesitate to reach out to us. We are always here to assist you.

  
  Best regards,

  *******

  Customer Answer

  Date: 05/03/2023

   
  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,
  
  Yishu ****

• Initial Complaint

  Date:04/11/2023

  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.

  Justfab has continued to Bill my account for 2+ years, even after two different card cancellations. I don't even see that I have a valid card on file with them, but they continue to bill me somehow. In 2020, I attempted to cancel and received enormous push back, and finally agreed to stay to use the 8 membership credits I had at the time. These were then deleted at the turn of 2021 without prior notice. I called to cancel again, received the same push back, but told them to cancel. The card on file was cancelled. However, they continued to Bill me somehow. Then at the turn of 2023, they increased the price from $39.95 to $49.95, an amount I never explicitly approved of. They report never receiving cancellation requests and feel that even the increased rate was approved. It seems to me that a company of this magnitude would audit their subscriptions that have not been used in excess of 2 years, especially when charging an increased rate and altering the terms of my contract. I am cancelling another card because of this. I need this refunded.

  

  Business Response

  Date: 04/17/2023

  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 2019-09-09 during your purchase of the 2 for $29 new VIP 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.

  
  A refund has been processed for 11 of the most recent credits you've been billed for, totaling $519.45. Kindly allow 5 to 7 business days for the refund to appear. For the remaining credit, because of the time that has passed since billed, they cannot be refunded electronically, but can be refunded via a check which you would receive in 4 to 6 weeks. Please confirm if the name and address on the account are correct for the check, and I will submit it soon after. 

  Thank you,
  *******

• Initial Complaint

  Date:04/11/2023

  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 paid for 20 member credits on JustFab, only used 16. They deactivated 4 of my unused credits starting they expired, without notification of any sort. Their website states that is credits are unused within 12 months they are converted into gift cards, but they were not. They stole what was about the equivalent of $160. My account is now deactivated and i can't get my purchases that include purchased credits

  

  Business Response

  Date: 04/13/2023

  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 us. 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 giftcars, but you can also find them at ************************** with your email address.

  
  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.

  
  Best regards,

  *******

  Customer Answer

  Date: 04/28/2023

   
  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:04/11/2023

  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.

  Hello,I have been trying to reach out to the customer service chat to get a refund for my member credits. I cannot get ahold of anyone and there are 9 credits that I will not ever use.

  

  Business Response

  Date: 04/13/2023

  Hello *****,

  
  Thank you for contacting us regarding your request for a refund of your remaining member credits. We apologize for any inconvenience this may have caused.

  
  We have reviewed your account and can confirm that you are eligible for a refund of your remaining member credits. Please note that we can only issue a refund of these credits via check at this time because of the time passed since billed.

  
  To proceed with your refund request, please provide us with your current mailing address and the name to which the check should be made payable. Once we receive this information, we will process your refundand it will be delivered to you within 4 to 6 weeks.

  
  If you have any further questions or concerns, please don't hesitate to let us know. We appreciate your understanding and look forward to resolving this matter for you.

  Best regards,

  *******

• Initial Complaint

  Date:04/07/2023

  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.

  On March 20, 2023 I called my bank to make a payment on my credit card. After making the payment I asked why my credit card always have a balance, since I don't use the card, I asked her to explain the charges. The young lady at my bank informed me that I have a monthly charge of $60 every month from Just Fab. I don't have an account with them never purchased anything from the so why are they charging my card? She informed me the furthest she could see back was April 2022 and that they could've been charging before that. She gives me their contact information and I call. Just Fab said they couldn't find an account for me, I know because i don't have one. So I ask so why are you charging me monthly for something that I don't have and asked for them to refund the money they've been stealing from me since last April, she insisted they weren't and to have my bank issue a refund. My bank isn't charging me you all are. So after going back and forth I called my bank back and now they're getting irritated because this company has clearly been stealing money from me for almost a year. So the bank and I decide to call them and do a three way call. When we called back we spoke to ***** who admitedly stated that yes they are stealing my money and no they're not giving me my money back. My banker (*****) then informed me that she was canceling that card and issue me another. She also stated that I should retain a lawyer and contact BBB about JustFab. This is totally unacceptable and I feel violated and robbed from my hard earned money. I sincerely hope that you can assist me in getting my money back and to investigate thus company. I look forward to hearing from you all soon. Have a great day. P.S. JustFab number is ************* number that is on my credit card statement.

  

  Business Response

  Date: 04/12/2023

  Hello ******,
  
  Thank you for contacting through the BBB. We are sorry to hear about your experience. The charges sound like your card is linked to an account the is enrolled in our VIP membership program. Your card will be charged $49.95 for a member credit each month if you do not make a purchase or skip the month by the 5th. Each member credit can be redeemed for JustFab products worth $49.95 or more and never expire. You can always choose to skip the month between the 1st and the 5th and not be charged for a member credit.
  
  I am unable to locate any account with the information provided here. If you could kindly let me know of any other emails, alias, or phone numbers that could possibly be attached. We can also locate with the first 6 and last 4 digits of your card. You can email ************************************ or call us if you would like to provide that information for us to track the account the card is attached to. Another option is to provide the transaction id from the charge. From there, we will be able to assist with refunding and cancelling the account.
  
  Thank you,
  
  *******

• Initial Complaint

  Date:03/22/2023

  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.

  I called in months ago to cancel my account with shoedazzle. I used the last of my credits and asked to cancel because you have to call in. Now I have 4 credits, I switched my debit card info due to fraud and they still was able to take out money out of my account.

  

  Business Response

  Date: 03/23/2023

  Hi there,

  We're happy to take a look at your account and help with your membership. There doesn't appear to be an account associated with this email address, can you provide the email address associated with your account so I can look into your concerns?

  Additionally, I'd like to inform you that you are also able to cancel your membership through live chat here. Still, if there's anything else I can help you with, feel free to reach out, I'm happy to help!

  Best,

  *****