Complaints
This profile includes complaints for JustFab's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 216 total complaints in the last 3 years.
- 88 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/08/2022
Type: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 want my money back that they have been taking and I didn't know they were,they told me to cancel my subscription and account with them or they would take 49.95 after the 5th so I did and they never stopped taking that amount for 4 years and shoedazzle did me the same way as just fab,I want my money back, I've been trying to figure out what was happening to my money
Business Response
Date: 12/08/2022
Business Response /* (1000, 5, 2022/11/16) */
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 12/05/19 during your first purchase. 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 $39.95 a month, which turns into $39.95 of store credit to be used on future purchases.
Your JustFab membership was cancelled on 11/03/22 and your ShoeDazzle membership was cancelled on 5/18/21 so neither should be billed henceforth. Your JustFab account has 12 member credits on it and your ShoeDazzle account has 9 member credits. Because of the time that has past since billed, we can only refund these as a check which you would receive in 4 to 6 weeks. You may also still purchase on the site with the credits if you would prefer. If you would like the check refund, kindly reply here or email ********************* with the name you want on the check and the address it should be shipped to and I will gladly set that up soon after. Please let me know if you have any questions or concerns.
Thanks,
NatashaInitial Complaint
Date:11/06/2022
Type: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 to cancel my VIP membership for over two years now. While I understand how absurd that sounds, i have been turned off being told everytime I cancel that i will lose ALL of my credits that I paid toward. It felt completely unfair to be paying $40 per month to receive credits, and when I choose not to pay that $40 every month, I lose everything. Regardless, my credit card connected to my account expired 12/19. I see it specifically listed in my account profile. However, I have continued to be charged monthly. My credits, additionally, no longer appear. How I am being charged on a debit card that I never updated, or otherwise provided to the company? And how did I lose earned benefits if my account apparently was still being charged for the VIB membership? The website states that monthly VIB charges increased by $10 in August 2022, so I was charged without permission $39.95 from January 2020 - July 2022, and $49,95 from August 2022 - November 2022. That equals $1,438.25. I don't know how many previous credits I lost, but I know it was not a small sum, but I am exhausted by the runaround I always get with customer service so I just want the money I shouldn't have been charged in the first place.Business Response
Date: 12/01/2022
Business Response /* (1000, 5, 2022/11/09) */
Hello *******,
Thank you for contacting through the BBB. My apologies for your experience with JustFab. I am glad to help you with this issue. The email provided through this complaint brings up an account that was cancelled september 2020. I have found an account that might be the one you are talking about that is under a ************** email address. If you can confirm the email, I can continue to assist with your concern. Kindly reply here or email **********************
Thank you,
*******Initial Complaint
Date:11/06/2022
Type: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.
Im super disappointed in everything iv purchased from here. Its very cheap and falling apart. I actually had to thow the shoes out almost within the same month i got them. They are so cheap. Have nothing to the soles. They killed my feet. The clothes literally feel apart. Just all in all not happy with this company.
Order number **********Business Response
Date: 12/02/2022
Business Response /* (1000, 5, 2022/11/10) */
Hello*********
Thank you for contacting through the BBB. Our deepest apologies for your experience with JustFab. We appreciate your feedback! I've refunded the order back to the original payment methods. Please allow 5 to 7 business days for this to reflect. Thank you for your time and feedback on our products.
Please let me know if there's anything else I can assist you with.
Thank you,
NatashaInitial Complaint
Date:11/05/2022
Type: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 my first purchase and actually didn't receive my shoes because it had the wrong address . I called and complained and told them to cancel my membership. They still charged me and it's been weeks since they've been saying they were gonna refund me . They are CROOKS !Business Response
Date: 12/01/2022
Business Response /* (1000, 5, 2022/11/10) */
Hello ******,
Thank you for contacting through the BBB. My apologies for your recent experience with JustFab. Our records show your order was originally refunded as store credit. I can see that a check request was submitted for your refund since it became store credit. Please allow 4 to 6 weeks for delivery.
Please let me know if there's anything else I can assist you with.
Thank you,
*******Initial Complaint
Date:10/28/2022
Type: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 calling and trying chat for about a week now. Never received my package. None of their customer support number nor chat even works. They are a scam this is the second time this has happened and they never do anything. They refuse to refund my money when I tried to dispute with my bank.Business Response
Date: 11/21/2022
Business Response /* (1000, 5, 2022/11/04) */
Hello *****,
Thank you for contacting through the ***. My apologies for your recent experience with JustFab. I would like to confirm if the number your tried reaching is *************** You package is showing as delivered on October 24th and showing delivered at your front door. I can offer a courtesy reship, I will just need confirmation on the address to ensure proper delivery. Kindly reply here or email at **********************
Thank you,
*******Initial Complaint
Date:10/25/2022
Type: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.
Bought a pair of shoes I saw from an IG add. Looked great but they sent me a size too small. I kindly exchanged them. They sent back the incorrect size againnn. When I spoke to customer service they just kept telling me to send back once again or they can give store credit. If you already sent the wrong size twice in the same month why would I want store credit. I would have sent them back but their apathy about the situation just did not seem like they really needed my business again so I guess they won't care if I put a complaint either. I saw many bad reviews about similar situations. Can not trust this company.Business Response
Date: 11/23/2022
Business Response /* (1000, 5, 2022/11/04) */
Hello ****,
Thank you for contacting through the BBB. My deepest apologies for your recent experience with JustFab. Thank you for letting us know! I will make sure to review your interactions with our customer service agents and provide proper training for future service.
I do apologize for the inconvenience of receiving the wrong size twice. Unfortunately, the shoe in size 6 looks to be sold out so I cannot send another as a courtesy, but could send in another color or size. I can also offer a courtesy refund instead. Please let me know how you would like to proceed.
Thanks, *******Initial Complaint
Date:10/23/2022
Type: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'm writing this complaint due to having NO help from Justfab's customer service. I signed up as a JustFab VIP member 4+ years ago I have been charged $39.95 every month since, the few times I have been able to skip and now monthly charges has raised to $49.95 and haven't purchased anything in years I am asking for a refund of $779.05 dollars. This website is a complete and total scam. Each time I have attempted to cancel my "membership", the help chat agent closes the chat I never get a chance my last attempt was today and yet again same thing, I will attach a screenshot, the phone line either doesn't connect or I get hung up on. I am requiring that I receive a full refund of $769.05 to the card you have on file for my account, this account should be terminated immediately after receiving my refunds.Business Response
Date: 11/18/2022
Business Response /* (1000, 5, 2022/11/01) */
Hi *****,
I'm sorry to hear you've had trouble reaching us! So you're aware, although we have sent notice of our price changes over the year, our process for skipping the month can still be done via self-service within your account.
Of course, if you wish to speak to an agent to walk you through we are available via chat and phone. I only see one attempt to chat with us where it appears you disconnected this year so I've gone ahead to send you an email so we can address your refund status.
Please feel free to contact us if you should need anything else in the interim or outside of my correspondence!
Best.
********Initial Complaint
Date:10/17/2022
Type: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 sent a complaint with the wrong email address before on 10/17/2022 @ 2:40 AM.
Here is my correct information:
*************
***************************
Member ID: *********
This website is a complete and total scam. Each time I have attempted to cancel my apparent membership, the website or help chat crashes, I have gotten a new debit card since with a new security code--thinking this would stop the monthly charges, but I AM STILL BEING CHARGED and even more now for which I was not notified of. I DEMAND that I receive a full refund of $269.70 (Member Credits 3-$39.95 and 3-$49.95 for a Total= $269.70) and CANCEL MY ACCOUNT IMMEDIATELY.
Also, a side note there is no way to remove your payment method once it is added. This seems like it should be illegalBusiness Response
Date: 11/01/2022
Business Response /* (1000, 5, 2022/10/19) */
Hello ****,
Thank you for providing the account information! I am sorry to hear about your experience JustFab. The information about the chat crashing will be sent to the correct team for feedback.
I have refunded 6 member credits back to your account, totalling $269.70. Please allow 5 to 7 business days for the refund to appear back to your payment method. I have also cancelled your VIP membership, you will no longer be billed henceforth. Please let me know if there's anything else I can assist you with.
Thank you,
*******
Consumer Response /* (2000, 7, 2022/10/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
refundedInitial Complaint
Date:10/10/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I cancelled my acct in June and used my banked money for shoes and a top. They continued to charge me monthly @ $49.95 x 4 I just went thru statements and found these charges. I called Shoedazzle and they said I rejoined & I explained exactly that I did not rejoin & that I positively cancelled in June due to illness and they wouldn't refund or apologize. I spoke with a man named ****.and he wouldn't help me at all. He said I checked a box stating that I rejoined... this is a scam & I am sure you have had other complaints. I am 70 yrs old... they took advantage of the aged.Business Response
Date: 11/03/2022
Business Response /* (1000, 5, 2022/10/12) */
Hello ******** thank you for contacting through the BBB. We are sorry to hear you disliked our VIP Membership.
Upon looking into your account, it looks like it was only skipped for in June not cancelled. I apologize for any miscommunication or confusion. I can only see two member credits you were billed for in August and September. You were not billed in July since your placed an order between the skip period of the 1st - 5th. I have refunded the 2 member credits back to your payment method, totaling $99.90. Please allow 5 to 7 business days for the refund to appear.
I can also confirm your VIP membership was cancelled on 10/8. You will no longer be billed for the membership. Please let me know if there's anything else I can assist you with.
Thank you,
NatashaInitial Complaint
Date:10/07/2022
Type: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 to cancel my membership for over a year because I'm constantly charged for the membership when I miss the month. I do not shop I have too many bills. Every time I call the phone is never answered. How do I cancel my membership and have my credits refunded? This is very frustrating.Business Response
Date: 10/28/2022
Business Response /* (1000, 5, 2022/10/10) */
Hi ********, thank you for contacting through the BBB. My apologies for your recent experience with JustFab. Thank you for bringing this to our attention! We always want to know what is happening. I have refunded 2 member credits back to your payment method, totaling $89.90. Please allow 5 to 7 business days for this to appear. For your remaining 3 credits, they will need to be issued as a check refund because of the amount of time that has passed since they were billed. Kindly reply here or email ********************* if you would like to proceed and with the full name and address the check should be addressed to.
I have also canceled the membership, you will no longer be billed. If you could also confirm if the number you've been trying to reach is ****************. Please let me know if there's anything else I can assist with.
Thank you,
*******
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