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

• 

  Shoedazzle

  7865 National Turnpike Building 2 Louisville, KY 40214

• 

  ShoeDazzle

  17300 Slover Ave Fontana, CA 92337-8000

• 

  Fabletics

  112 Main St Ste 1005 Cleveland, OH 44145

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:01/26/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'd like to report Fabletics for being deceptive in their charges of $59 for a monthly membership to their VIP program. I was originally signed up for the program for over a year and decided to cancel it after I decided it was not of benefit to me. I called their customer service to cancel, as you are not able to over their chat or email functions, you must speak to a live rep. I cancelled the membership and all was well, until I ordered a piece of clothing from them again. After that purchase, I noticed that I once again began receiving the $59 monthly charges on my credit card. I just called them to cancel this, receive a refund, and to get answers on why I began being charged again. I was told by the representative that they would cancel and provide a refund for the charges, but if I ever order from my phone again that I will automatically be signed up for the membership again. I asked if there was any way that I can decline the monthly $59 charge and he told me no, this is not an option when ordering from your phone, you must order from a computer and check out as a guest. This is purposely deceptive and a scam and I would like the company to have to make the option to decline the membership available when ordering on your phone and give the option to opt out. The company does offer a month "opt out" option of the charges, but somehow all of those messages end up going to my spam folder, yet other emails from them come directly to my inbox. I suspect they are doing this purposely to make it more difficult for customers to opt out.

  

  Business Response

  Date: 02/01/2023

  Hello ******,
  
  Thank you for contacting through the BBB. We are sorry to hear you dislike our membership.
  
  At checkout, you have the option to enroll in the *** membership or continue as a guest. This is on your cart page before you continue to check out, on both mobile and desktop. Our records show that you were refunded for the credits on your account and your membership was cancelled on 1/26/23. We also show that your email preferences are set to all, I would suggest reporting emails going to your spam folder as "not spam". Your call with our representative will be audited to ensure they are aware of the correct information. Thank you for your feedback, please let me know if there's anything else I can help you with.
  
  Thank you,
  *******

• Initial Complaint

  Date:01/24/2023

  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 called JustFab to ask if they would refund my 6 credits and cancel my account and they told me that they cannot refund any of the credits as they have expired because they stem from 2019-2022 and as such they have been converted to a gift card that I must use on their merchandise. I informed them that I am currently not employed and could really use that money and they did not care. I have no need for their merchandise as the quality is not great. I started this membership many years ago when they were shoe dazzle and I only purchased one pair of shoes at that time. I have been trying to cancel since and they always get you with the line of "you will lose your credits if you cancel the membership". I don't agree with the way they conduct business. They should refund customers their money if they are unhappy with the products they offer.

  

  Business Response

  Date: 02/01/2023

  Hello ******,
  
  Thank you for contacting through the BBB. We are sorry to hear about your experience with JustFab.
  
  I can refund your remaining 6 credits, however I cannot refund them electronically because of the amount of time that has passed since billed. I can however offer a check refund which you would receive in 4 to 6 weeks. Kindly confirm if you name and address on the account is correct for shipping and I will gladly issue the check refund after.
  
  Credits can be used after cancellation, however the *** pricing and deals do go away. I will make sure to go over your calls to ensure all agents are giving proper information. Please let me know if you have any questions or concerns.
  
  Thank you,
  *******

  Customer Answer

  Date: 02/03/2023

   
  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. I confirm the address on file is the correct for the business to refund my money. Thank you. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/21/2023

  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 12/8/22, I placed order #********** for $184.24. This included an expedited shipping charge of $14.95. On 12/18, the order showed a shipping label had been created but had never been shipped. I was told by one of your phone representatives that they were refunding the expedited shipping fee back to Afterpay and to wait until 12/21/22 to see if the order shipped. The order never shipped, and I called on 12/21/22 to cancel it for a refund. I was told the refund was being processed to the original form of payment (Afterpay account in the name of ********************************************, ************************* NOT ********************************* ************************** I was told a refund of:$15.70 was issued on 12/18/2022 for expedited shipping with a reference number of 27918044 $168.51 was issued on 12/21/2022 for the rest of the order with a reference number of ******** To this day, Afterpay has no record of a refund, and according to their records and accounting, I still owe them for this entire order for merchandise I never received. I have explained this situation to Afterpay, and Afterpay opened a dispute with Just Fab about this issue on 1/11/2023. As of today, Afterpay has not received any response to the dispute from Just Fab. I have made multiple phone calls, and been on multiple chats to resolve this issue and Just Fab has done nothing but tell me the refund has been processed. It's time to research this issue and get it resolved.

  

  Business Response

  Date: 01/31/2023

  Hello *******,
  
  Thank you for contacting through the BBB. Apologies for your recent experience with JustFab. Our records are showing the refund of $184.21 was refunded 12/21 and then processed again manually on 1/26. Refunds for Afterpay can take an additional 14 days outside of our 5 to 7 business days.
  
  Thank you for your time and patience with this concern. Please let me know if there's anything else I can help you with.
  
  Thank you,
  *******
  See Attachment/File: thumbnail_image001 1.png

• Initial Complaint

  Date:01/10/2023

  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 have never subscribed to Fabletics. I called to cancel whatever membership they thought existed. I gave them the dates of charges, the transaction number of the charges, the invoice number of the charges. They could NOT find an account in my name. However, they have charged me $477 since last April. They can't find the ****** email address as the account, my email addresses or my husbands. They say it doesn't exist yet they CONTINUE to charge me. How do I get out of this and where do I go to complain. I talked to ******* yesterday at Fabletics and she was absolutely NO HELP.
  

  

  Business Response

  Date: 01/26/2023

  Business Response /* (1000, 5, 2023/01/18) */
  Hello ********,
  
  Thank you for contacting through the****. My apologies for the experience you had with Fabletics. I have found your account with the email provided. It was enrolled in our VIP membership on 4/27/22 after your purchase of the ****************************** Upon enrollment in the VIP Membership Program, we ask our members to log into their account and select the 'Skip the Month' option between the 1st and the 5th of each month. If members do not select the 'Skip the Month' between the 1st and the 5th of the month, member's 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 $80. You may 'Skip' as many months as you like, there is no obligation to buy. Even if you decide to 'Skip' any month, you may return to your Account at any time to make a purchase.
  
  I was successfully able to refund your account the 9 months you were charged for the VIP membership credit totalling $449.55. Please allow 5 to 7 business days for the refund to appear back onto your card. I have also cancelled the membership, you will no longer be billed henceforth. I will also make sure to find your call to provide coaching for the agent that helped you since finding your account was simple with your name and email. Please let me know if there's anything else I can help you with.
  
  Thank you,
  *******
  
  
  Consumer Response /* (2000, 7, 2023/01/20) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:01/07/2023

  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 haven't used JustFab in months and had believed I cancelled the monthly membership. Somewhere between midnight and 6am they took money off my card. It doesn't show the merchant as being JustFab it's shows as a personal purchase. I went Into the account and surly enough it was indeed JustFab that took the money because now I have another credit. I don't want the credits and I've been trying to get my money back from this company for quite some time now. In a time where things are extremely high I'm in no place to have money being taken on a membership that hasn't been used in months.
  

  

  Business Response

  Date: 01/30/2023

  Business Response /* (1000, 5, 2023/01/13) */
  Hello**********,
  
  Thank you for contacting through the ***. The account I have found through the email provided does have one member credit on it, however that credit was charged in June 2022. All other member credit charges are showing as payment failures. The $39.95 credit from June has been refunded, please allow 5 to 7 business days for the refund to appear.
  
  Since this account is not showing a charge for this month, please let me know if you have the member id or another email it could be attached to and I will happily assist. Let me know if you have any questions.
  
  Thank you,
  *******

• Initial Complaint

  Date:01/01/2023

  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 have had a membership with JustFab for some time now. over the years I have become more and more frustrated with the site. Over the past year I have had several orders canceled using credits with no explanation from the brand. I have sent emails and called, as well as, attempted the live chat all to no relief. I would like my credits refunded and my membership canceled. I have been patient and I am really tired of getting the run around and feeling like I am getting scammed every time I try to use what I have already paid for. this site seems to be working overtime to collect funds but not deliver goods.
  

  

  Business Response

  Date: 01/19/2023

  Business Response /* (1000, 5, 2023/01/10) */
  Hello*********,
  
  Thank you for contacting through the ***. My apologies for your recent experience with Justfab.
  
  I have refunded the 5 credits on your account totalling $239.75. Please allow 5 to 7 business days for the refund to reflect back onto your account. I have also cancelled your membership, you will no longer need to skip the month or be billed henceforth. My apologies again, I thank you for your time and patience with this issue. Please let me know if there's anything else I can assist you with.
  
  Thank you,
  *******
  
  
  Consumer Response /* (2000, 7, 2023/01/14) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:01/01/2023

  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 am seeking a refund for the numerous credits incurred and did not want. The apparel options have decreased a great deal and the quality does not last.
  
  Many thanks in advance.
  

  

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 5, 2023/01/10) */
  Hello*****,
  
  Thank you for contacting through the****. We are sorry to hear you dislike our product.
  
  I have successfully refunded you 9 of the member credits on your account, totalling $379.55. Please allow 5 to 7 business days for the refund to appear back onto your payment method. For the remaining 27, because of the time that has passed since billed, I am unable to refund them electronically. I can refund them via check, which would be delivered in 4 to 6 weeks. Kindly reply back with the name the check should be written out to and the address it should be shipped to. Please let me know if you have any questions.
  
  Thank you,
  *******
  
  
  Consumer Response /* (2000, 7, 2023/01/13) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:12/29/2022

  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.

  They charged my PayPal account for a service I didn't request or authorize. When disputed, they would not help since I did not know who made the charge.

  

  Business Response

  Date: 01/09/2023

  Hi *******,
  
  Thank you for contacting through the BBB. My apologies for your experience with Justfab. I am unable to locate your account with the email provided here. If you could kindly reply back with your member id or email address the account may be under, I'd be glad to further assist you with this concern. Please let me know if you have any questions.
  
  Thank you,
  *******

  Customer Answer

  Date: 01/13/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Because charging someone's PayPal account and taking their money, but refusing to give them information is just aiding criminals who steal other peoples money. My name and account have never, nor will ever use JustFab for their lack of customer service and for not helping professionally with this issue

  

  Business Response

  Date: 01/19/2023

  Hello *******,
  
  Thank you for you response. I am very much willing to help you, but I need to be able to find any transaction connected with your Paypal. I have found an account under your name, but the address is different from the one you have provided here. If you can confirm the address on the profile or email/member id, I will help with this concern. You can reply her or ************************************
  
  Thank you,
  *******

  Customer Answer

  Date: 01/23/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  It is the same as before. Generic reply trying in brush off the blame

  

  Business Response

  Date: 01/31/2023

  *******,
  
  We are unable to find any Paypal charges associated with any of the information provided. There is an account that was recently refunded under the same name as yours. If this was not your account, I will need additional information or more information from your Paypal such as a transaction id.
  
  Thank you,
  *******

  Customer Answer

  Date: 02/06/2023

   
  Complaint: 19321993
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/26/2022

  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.

  Nov 15th I contacted and chatted with an supervisor regarding cancelling cards on their system, because I had last a cell phone and obtained a police report. I also informed them that there was not an interest of membership with my credit card. She stated that she was going to cancel pending charge of 49.95 on credit card *********** Now I have noticed there is charge of two more membership on credit card ***********
  
  Today, before the agent disconnected the call at 9:12pm. He told me that I ha accounts but the card was declined? Refused to transfer me to a supervisor. Asked about a ************ an stated she didn't skip. Then hung up after I reminded them their is no membership on neither party. They actually agreed to remove the cards from the system Now I have 3 membership charges.
  
  I want an refund for Nov and December.
  

  

  Business Response

  Date: 01/24/2023

  Business Response /* (1000, 5, 2023/01/09) */
  Hello ******,
  
  Thank you for contacting through the****. My apologies for your experience with JustFab. I will be auditing your calls to ensure proper coaching is given to the agents that need it. All charges should be refunded now, please allow 5 to 7 business days for the refund to appear back into your payment method. Please let me know if there's anything else I can assist you with.
  
  Thank you,
  *******

• Initial Complaint

  Date:12/16/2022

  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 purchased a pair of boots last month. That was my only purchase from JustFab ever. I thought I had to create an account to purchase and found out JustFab taken out $49.95 for my VIP membership. I didn't even know I had membership that I didn't even know existed. I did not authorize this money to be taken out i didn't want any membership or VIP, I just want my money to return to my account the $49.95. I have never taken any advantage of the membership. I didn't know there was a charge to order from them please return my money the $49.95
  

  

  Business Response

  Date: 01/03/2023

  Business Response /* (1000, 5, 2022/12/20) */
  Hello ***,
  
  Thank you for contacting through the ***. My apologies for your experience with Justfab.
  
  I see you were able to cancel the membership online on 12/15. I have gone ahead and refunded you the $49.95 member credit you were charged for. Please allow 5 to 7 business days for the refunded to appear back onto your payment method. Please let me know if you have anything else I can assist with.
  
  Thank you,
  *******