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 has 11 locations, listed below.

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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:03/14/2023

  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.

  Tried to cancel service for over a year and was unable to speak to anyone. You have to cancel membership speaking to a live agent. When I finally spoke with someone. I was told that they would only refund one month and I would have to use the rest of my credit s on account to purchase merchandise. I explained several times that I tried to cancel for over a year and was unable to speak with someone. Clearly if I havent purchased any products that means Im no longer interested. The shoes are very uncomfortable and hurt my feet. That is the reason I wanted to cancel subscription and get a refund.

  

  Business Response

  Date: 03/16/2023

  Hello ******,

  
  Thank you for contacting through the BBB. We are sorry about your experience with ShoeDazzle. Your membership has been cancelled. 7 of the 9 member credits have been refunded totaling $329.65. Kindly allow 5 to 7 business days for the refund to reflect. For the remaining two, your financial institution is blocking our ability to refund them. This could be because of a chargeback dispute. I suggest contacting the bank to withdraw the dispute so we can refund you the credits. You may also wait for the decision, however if the dispute is closed in our favor we will only be able to refund you via check. Please let me know if you have any questions.

  
  Thank you,

  
  *******

• Initial Complaint

  Date:03/01/2023

  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 have been trying for months to cancel my "membership" with JustFab. I have called the ***** number, engaged with online chat, and used ******** messenger. Every time I try to contact them, I get hung up on, the chat mysteriously ends, or the person engaging with me on social media just stops responding. If you don't cancel the membership or skip a month, they automatically charge your credit card for the month. I am tired of remembering to skip a month. I just want someone to cancel my membership. This shouldn't be that difficult.

  

  Business Response

  Date: 03/16/2023

  Hello ******,

  Thank you for contacting through the BBB. Our records show a represntative was able to sucessfully cancel your account on 03-01-2023 through ******** Messenger. You will no longer need to dkip the month or be billed. Please let me know if there's anything else I can help you with.

  Thank you,

  *******

• Initial Complaint

  Date:02/26/2023

  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.

  I opened a fabletics account when I lived in *******. When I moved to *********** asked many times to close the membership as they do not ship items to ********* so I was paying for something that I couldnt receive. It took over 12 attempts via online chats and FB messenger to get them to agree to close the account. They didnt close and still kept taking money out of my account. Its then taken nearly 20 times to agree a refund. I gave clear instructions not to refund through PayPal as I have no access to that account and cannot fix from ********. I was promised on numerous occasions they would refund to provided account. Theyve refunded to PayPal. I cannot get that money so didnt do what I have in writing that they told me they would do. Now not helping to get the money into the account I requested. I urgently need the money. I am extremely unhappy with the service and want compensation for the hours *** spent on chat trying to resolve this issue. This system of locking people in to a membership and then making it so difficult to cancel should not be allowed. To keep taking money out of my account when *** said you cant should be illegal.I need help please. Ive been patient and kept trying but enough now.

  

  Business Response

  Date: 03/01/2023

  Hello ******,

  Thank you for contacting through the BBB. We are only able to refund to the payment method used for the charges. Our records show you have a chargeback dispute filed, therefore the bank is blocking the return and any other attempts on our end. We suggest reaching out to Paypal or your financial institution to withdraw the dispute so we can further help. You may also wait for the settlement of the dispute should you wish. 

  Thank you, 

  *******

• Initial Complaint

  Date:02/23/2023

  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 purchased a pair of boots back in November. Within the purchase I thought it was a one time thing. I put my credit card information and I kept getting charges on my credit card I was unaware of I got 3 charges of ***** without my ******* on my credit card. Apparently according to them I signed up automatically for a service they did not provide as I didnt receive anything from them at all. So I got charges and didnt receive any goods at all. Its unfair as I am a low income and those are unfair charges fooling people and stealing their money. I can use that money to purchase food and provide for my family. I did not authorize any charges and tried to have them refund and only refunded two charges. I need help getting my third charge now I have a balance and no item ever sent.

  

  Business Response

  Date: 03/16/2023

  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 2022-11-06 during your purchase of the 75% Off First Pair 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.

  Our records show you were refunded the remaining two credits on 02-24-2023. I have cancelled your membership, you will no longer be billed. Please let me know if there's anything else I can help you with.

  Thank you,

  *******

• Initial Complaint

  Date:02/23/2023

  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 feel as if JustFab is dishonest in the wording of their advertisement that you can use accrued VIP member credits towards future purchases. Implying that these credits will cover your entire purchase. These VIP credits pile up on your card because you happen to forget to go in and skip your purchase for the month. I accrued two $39.95 VIP credits, and five $49.95 VIP credits. For a total of $329.65. I added 3 pair of shoes to my shopping cart to use my credits and theyre still charging shipping and only applying one credit! They still want me to pay them money when I have over $300 in VIP member credits that I have already paid for! Absolutely ridiculous way to run a business. Then they want me to go in and purchase each pair separately to use the credits, but there would still a shipping charge for each pair. In my opinion, this company is deceiving and has found a way to cheat their members out of money by taking advantage of their forgetfulness to skip the month. And also by implying that their purchases will be fully covered with these accrued VIP member credits later. I am requesting my credits be refunded immediately and my account canceled. I have called to cancel in the past and they always say they recommend you use your credits before you cancel. This is because they are trying to get more money out of you. I am appalled.

  

  Business Response

  Date: 03/16/2023

  Hello *******,

  
  Thank you for contacting through the BBB. We are sorry to hear you dislike our membership. As per the terms of service, each JustFab member credit can be redeemed toward the purchase of any item on the site valued at $49.95 or more. If your purchase is more than $49.95, simply pay the difference with your credit/debit card. We appreciate your feedback, you can find more information on our terms of serivce here ***************************************************

  Thank you,

  *******

• Initial Complaint

  Date:02/17/2023

  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.

  Monthly payment of ***** USD comes out of my account under Debit for Justfab. I do not have an account with them and after changing my bank card and account they still manage to remove the money almost every month. My bank cannot help. They tell me that since it is a debit transaction I had to have made it. This has been going almost 2 years adding up $$. Just fab customer service is unable to find my account and when I try to recover my password, my email isnt associated to an account.

  

  Business Response

  Date: 03/16/2023

  Hello ********,

  Thank you for contacting through the BBB. We apologize for your expierence with JustFab. Your card would only be billed monthly if it is attached to an account that is a part of our VIP membership. I am also unable to find the account with the information provided. Our other options to locate an account include looking for it with the first six and last four digits of your card, any other alias names, friends or familiy member names, or email addresses. This can be done through our customer service number, here on this complaint, or you can email us at ************************************* We can then continue to find your account to further assist with the charges.

  Thank you,

  *******

• Initial Complaint

  Date:02/17/2023

  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 recently purchased 2 items (boots) for a ****** Child from this site and have identifed this not so good business changed me an additional $49.95 on 2 of my credit cards. I DID NOT authorize this charge in addition, they charged me for the boots. I called them and they told me that it was some type of membership fee however and again......... I DID NOT ASK FOR OR APPROVE this. In addition, I had to return the boots because the size was not correct. I indeed want them to refund my money and WOULD ENCOURGE them to be more UP FRONT with any other fees associated with simply ordering from them online. The totay debited from my checking account was $49.95 and they took the same amount of $49.95 from a second order I placed with them from my credit card. Very disappointed and want a FULL REFUND as I will NEVER be using them again.

  

  Business Response

  Date: 03/16/2023

  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 2022-12-21 during your purchase of the 75% Off First Pair 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.

  Our records show your membership was cancelled and you have been refunded as of 03-15-2023. Please let me know if there's anything else I can help you with.

  Thank you,

  *******

• Initial Complaint

  Date:02/14/2023

  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 wish to Cancel my Account with JustFab. I have 3 Member Credits @$39.95 a piece Plus $77.42 in Store Credit. My account is on Automatic Stop and Company will Not *Refund my Money in order to Cancel / Close my Account. I do Not like any of the Styles, nothing is appealing to me / If I should, my Size is out of stock. I've been skipping the month for quite a few months / I've met my membership obligations several years ago. I've been VIP Status quite sometime now. ************** (ShoeDazzle) will refund Me but Not *JustFab where-as I have a higher store credits. Something is Not right here? Please HELP.

  

  Business Response

  Date: 03/16/2023

  Hello ***********,

  Thank you for contacting through the BBB. We are sorry to hear about your experience with JustFab. I will be glad to help you, however it looks like there is a chargeback dispute on your account. Any attempts we try to refund are being denied by your bank. I suggest withdrawing the dispute so we can refund you electronically. You may also wait for your bank's decision, however if it is won in our favor we will only be able to refund you in the form of a check. Please let me know if you have any questions.

  Thank you,

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

• Initial Complaint

  Date:02/08/2023

  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 returned shoes for which I received an email on from shoedazzle Jan 19 they my refund have been processed. I called Jan 25 and they said they processed the refund. It is now Feb ********* haven't received my refund in the amount of ***** for order number **********. I keep calling and all they can say is it's been processed. They not trying to escalate it to billing like they have done previously. I would like my refund back to my original payment of afterpay.

  

  Business Response

  Date: 03/15/2023

  Hello ******,

  Thank you for contacting through the BBB. Our records show there was an error through Afterpay and we processed a manual refund on 2/13/23. Please let us know if there were any further issues. Thank you for your time a patience with this concern.

  Best,

  *******

  Customer Answer

  Date: 03/15/2023

   
  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 because I finally received my refund.  
  
  Sincerely,
  
  ************************************

• Initial Complaint

  Date:02/07/2023

  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 was a member with ********* and got member credits. After a couple months the inventory on the website was ALWAYS out of stock for my size leaving me with minimal options to purchase. I canceled my membership and then they changed it to instead of getting a whole outfit for 1 credit now it looks like I only get either one pants or one item! On top of that they started having the credits EXPIRE! So basically they took my money and then the ability to get my item expired! This is fraud. Most gift card never expire why do you feel the need to make peoples credits expire! I called customer service to help me and I have 6 credits they expired and customer support was only willing to give me two back, and ONLY if I gave them my credit card info back and agreed to become a VIP member again! What a scam!! Make me become a VIP member, charge me, have limited product so I cant buy, then make my points expirehopefully a class action lawsuit will come of this shady business, I will definitely be looking for it and signing up to get my money back!!

  

  Business Response

  Date: 03/13/2023

  Hello *********,

  Thank you for contacting through the BBB. As stated in your previous complaint, I have submitted the check request for $199.80 to be written out to you and shipped to the address on file. You will be receiving this check in 4 to 6 weeks from Feb 24th. Please let me know if there are any issues.

  Thank you,

  *******