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

  
• 

  JustFab

  7929 National Turnpike Louisville, KY 40214

• 

  Fabletics

  4400 Sharon Rd STE 231 Charlotte, NC 28211-3774

• 

  Intelligent Beauty Inc.

  1700 Jay Ell Dr Ste 200 Richardson, TX 75081-6788

• 

  Fabletics

  300 Park Avenue Beachwood, OH 44122

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:05/09/2025

  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 tried to cancel just fab so many times. Its impossible. I have to cancel my credit card and get a new one. You can not cancel online it has to be over the phone but yet you can never speak to someone. I have been in the queue on the phone for an hour (may 9, 2025) and it still says my position is 34. Never changes. I was charged $69.61 (CAD) on May 8th even though I skipped the month. I want this refunded but can not speak to anyone about it. And I want this subscription cancelled!

  

  Business Response

  Date: 05/13/2025

  Hello ********,

  Thank you for reaching out to us through the BBB. We're sorry to hear about your experience and appreciate you bringing it to our attention.
  
  Our records show that your membership was canceled on May 9, 2025, and a refund was issued on the same day.
  
  If there's anything else we can assist you with, please don't hesitate to let us know.

  Best,

  *******

• Initial Complaint

  Date:05/08/2025

  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.

  This company has been charging my card every month the amount of $50 for a "VIP" on their website which I don't use. I've already contacted them, I've already requested the cancellation. I've already contested it in my bank. But I never get the refund of the amounts already charged.

  

  Business Response

  Date: 05/13/2025

  Hello ******,

  Thank you for reaching out to us through the BBB.
  
  To clarify, you were enrolled in our VIP Membership after redeeming one of our introductory membership offers. Key details about how the VIP Membership works are clearly summarized in your shopping cart prior to checkout. To complete your purchase, you must agree to the Terms and Conditions of both the VIP Membership and our site.
  
  Our records show that you have accounts with both ******************** and FabKids. Your FabKids account had previously been canceled, and a chargeback related to that account was resolved in your favor. Weve now refunded the two remaining credits associated with that accountplease allow 5 to 7 business days for the refund to reflect in your account.
  
  We also located a JustFab account under your information. That account has been canceled, and the two credits on file have also been refunded.
  
  Please let us know if there's anything else we can assist you with. We appreciate your time and understanding.

  Best,

  *******

• Initial Complaint

  Date:05/08/2025

  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.

  After a free trial of the JustFab VIP program, I attempted to cancel my "membership". I say attempted, because I completed the form and the website confirmed that the membership was canceled. However, this month I was charged $49.95 for their VIP membership which I never intended to pay for, and do not want. My membership page no longer shows an option to cancel this membership. And, there is no option to remove and delete the account, or the payment method that they charged, which was saved and then billed without my consent.

  

  Business Response

  Date: 05/13/2025

  Hello ******,

  Thank you for reaching out to us through the BBB.
  
  Our records show that your membership was canceled on May 8, 2025, and a refund was issued on the same day. Additionally, your account erasure request was submitted on that date as well.
  
  If there's anything else we can assist you with, please don't hesitate to let us know.

  Best,

  *******

• Initial Complaint

  Date:05/06/2025

  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 member of JustFab for years. I think since 2017. At that time credits did not expire . I'm learning that they implemented a policy in July 2023 where credits now expire. I have always attached my credits and then made a purchase. Today I went to check my account and I only have 4 credits. Meaning 8 have expired. $400 worth of credits. I contacted customer service and they seemed to not want to answer my questions about when the policy began. ****** started 2022 and ****** stated July 2023. I asked to speak to a manager and ****** denied my request several times. I felt like I was begging. When I did speak to a manager I was only offered $10 for each credit. $80. This is highly predatory to enforce a policy on previous customers. I did not agree to this when I signed up for the program.

  

  Business Response

  Date: 05/13/2025

  Hello ******,

  Thank you for contacting through the BBB. All VIP credits will expire 12 months after the date of issuance. Per the new terms and conditions that were opted in on 01/05/2024 on the account , the reinstatement of those credits is no longer possible due to the age of the initial transactions. For your reference, you can learn more about our termshttps://*************************************************************************.

  Best,

  Natasha

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23291444
  
  I am rejecting this response because:  
  Sincerely,I have been a loyal customer of your company for over seven years, during which time the monthly credits I earned did not have an expiration dateor at least not one that was enforced or communicated to me.
  It has recently come to my attention that your company has begun enforcing a new policy whereby monthly credits expire after 12 months. I was never notified of this significant policy change, either through email, account notifications, or any other standard method of communication Ive previously received from your company.
  This sudden change, without adequate notice or opportunity to respond, is both unfair and potentially deceptive, and may violate consumer protection laws in my state. It also appears to breach the implied covenant of good faith and fair dealing, which underlies all ongoing service agreements.
  Moreover, I have relied on your previous policy of retaining credits without expiration. Had I known the terms were changing, I would have adjusted my usage accordingly. This lack of transparency has resulted in the unexpected forfeiture of credits I rightfully earned and paid for.
  
  ****** *****

  

  Business Response

  Date: 05/22/2025

  Hello ******,

  We understand your concern and appreciate you reaching out. Please note that before proceeding on our site, you were presented with a pop-up outlining the updated Terms and Conditions, which required your agreement in order to continue. This step ensures that all users are fully informed before accessing our services.

  As the terms were accepted, we are unable to offer a refund or reinstate any previously held credits. We appreciate your understanding and are here if you have any other questions or need further assistance.

  Best,

  *******

  Customer Answer

  Date: 05/24/2025

   
  Complaint: 23291444
  
  I am rejecting this response because: That is not true. No box came up as a disclaimer.  I would only go on the site if I remembered to opt out for the month and most months I didn't opt out due to me forgetting. Hence why I had so many credits available. Y'all are taking advantage of your customers. I'm not the only person you have done this to. I recently went in the site to use the remaining credits before you take them and I plan on cancelling  the account bc That means that you are taking your customers money without providing a service or item.  That's illegal. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:05/05/2025

  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.

  This company is stealing from their customers, me included, by updating the terms of their subscription credits AFTER they've already been purchased so now they all of a sudden "expire." How is money that I have paid all of sudden expired? I did not knowingly agree to any update of the and did not purchase any credits AFTER this change was made but now I get nothing for the credits that are now "lost". I was offered a $10 courtesy payment, but that is pathetic. Give me what I paid for! Do not do business with Just Fab!

  

  Business Response

  Date: 05/08/2025

  Hello *******,

  Thank you for contacting us through the BBB. All promotional member credits will expire 12 months after the date of issuance. As stated in the new terms and conditions, which were opted into on 08/04/2023, the reinstatement of expired credits is no longer possible due to the age of the initial transactions. Reminders of credit expiration are included in the emails we send out. For your reference, you can learn more about our terms here: ***************************************************.

  Best,

  *******

• Initial Complaint

  Date:05/02/2025

  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 VIP of Just Fab since 2016. Unknown to me justfab changed their membership/credit policy to have a 12-month expiration period. I sign into my account monthly to either **** or accept a credit-which is a ***** charge to my credit card.When logging in yesterday I noticed my number of credits went from 3 to 1. I immediately looked into it and saw that they changed their policy, however according to their policy " Unused VIP Credits expire after 12 months, don't worry we'll remind you! "I never received an email (searched SPAM) and two of my credits were deleted as of April 1, 2025 and May 1, 2025. I also never received an e-mail stating this policy change. I contacted customer service last night and was told they could not reinstate or refund my two credits which total $99.90 I was offered a $10 credit only. I declined since I believe my purchase of a credit should be honored, especially since their are laws protecting purchases such as gift cards and short expiration dates.

  

  Business Response

  Date: 05/07/2025

  Hello *****,

  Thank you for contacting us through the BBB. All promotional member credits will expire 12 months after the date of issuance. As stated in the new terms and conditions, which were opted into on 08/01/2023 via on site, the reinstatement of expired credits is no longer possible due to the age of the initial transactions. Reminders of credit expiration are included in the emails we send out. For your reference, you can learn more about our terms here: ***************************************************.

  Best,

  *******

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23277179
  
  I am rejecting this response because:

  JustFab has failed to prove and show that they actually sent reminder e-mails warning me that my two credits would expire on 4/1/25 and 5/1/25, per their listed policy and per their generic response to my initial BBB. Since they failed to comply with their own policy of warning customers of this expiration, and since their failure prevented me from utilizing my credits I feel that I should receive a refund for these two credits. Furthermore I feel as though they did the bare minimum to educate their current and especially long term customers of this new policy, especially since the actual expiration date information for said credits is not easily accessible nor is it clearly listed in the account page where customers log into every month. 
  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 05/14/2025

  Hello *****,

  Thank you for your response. Unfortunately, were unable to refund or reinstate expired credits at this time.
  
  We sincerely apologize for any inconvenience this may cause.

  Best,

  Natasha 

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23277179
  
  I am rejecting this response because: As previously communicated I feel strongly that JustFab did not make a fair effort to notify me of their policy change and most importantly did not adhere to their own policy by failing to contact me to notify that my credits were scheduled to expire, had they upheld their policy responsibility I would have been able to use my credits in a timely manner. I want a full refund of my two credits totally 99.90.
  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 05/27/2025

  Hello *****,

  Thank you for your response. Unfortunately, were unable to issue a refund for expired credits at this time.
  
  We appreciate your understanding.

  Best,

  *******

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23277179
  
  I am rejecting this response because: I continue to reject JustFab's redundant and inefficient response. At no point have JustFab provided information, e-mails or dates that would show that they adhered to their own policy. This lack of evidence shows that they broke their own policy and should refund my credits for a total of $99.90.
  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 06/04/2025

  Hello *****,

  By accepting the terms on your account, you agreed to enroll in the new membership program. All credit details, including expiration dates, are available directly in your account for your reference.
  
  At this time, were unable to offer a refund or reinstate any expired credits.

  Best,

  *******

• Initial Complaint

  Date:05/01/2025

  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.

  My account had 8 credits on it which apparently expired and Just Fab will not reinstate these credits. Credits I paid $40 USD each for - approx. $440 USD and they are offering me an $80 ************ does not expire. Credits on my account were paid for, not earned or given by Just Fab. If I owed Just Fab $440 they would come after me for it but, they just took my credit and I have nothing to show for the monies I've spent.I want either a refund or full credit to be applied to my account in full.

  

  Business Response

  Date: 05/07/2025

  Hello ******,

  Thank you for contacting us through the BBB. All promotional member credits will expire 12 months after the date of issuance. As stated in the new terms and conditions, which were opted into on 11/04/2023, the reinstatement of expired credits is no longer possible due to the age of the initial transactions. Reminders of credit expiration are included in the emails we send out. For your reference, you can learn more about our terms here: ***************************************************.

  Best,

  *******

• Initial Complaint

  Date:04/17/2025

  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 skipped the month within the time frame on 4/3. Policy states skipping a month needs to be done before the 6th. I unfortunately have to clear emails and trash folder due to work but after the 10th of the month passed I didnt see any reason to keep the email and deleted it. On 4/14 I received a charge for the month ($49.95). This is the 2nd time this has happened with the company. I was assured it was a rare occurrence when it happened the first time and so I stayed a member when they were able to refund due to an error on their end. I reached out last night and was ignored by multiple agents. Tonight an agent spoke with me and told me since I have no email to prove their wrong doing theres nothing they can do for me and it was a courtesy when they refunded me the first time for the billing error on their end. The women ***** that I spoke with said its my fault I deleted the email and they can charge ANYTIME after the 6th.

  

  Business Response

  Date: 04/23/2025

  Hello ********,

  Thank you for reaching out to us through the BBB. We're sorry to hear about your recent experience.
  
  Weve processed a refund for the VIP credit charge. Please allow 5 to 7 business days for the amount to reflect in your account.
  
  If there's anything else we can assist you with, dont hesitate to let us know.

  Best,

  *******

  Customer Answer

  Date: 04/24/2025

   
  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. Thank you for your assistance in the matter.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:04/10/2025

  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 made an order on 3/11/25. One of the shoes I ordered was too big. I requested an exchange as well as a refund for a bag I ordered. I never got the ** codes. I contacted the agent through the chat option. They gave me a ** code and said it would work for both items. Yesterday, 4/9/25 I went to a happy returns place and they said only my return was was showing up. I left my return with them. Today 4/10/25, I contacted an agent through the Shoedazzle website. I was connected with ********. I explained my situation. She checked in to it and said both my return and exchange have been processed. I again explained they have not only my return was since they couldnt find my exchange with the ** code. I explained I needed a new code for my exchange. She said both were on the ** code and couldnt be dropped off separately. I tried to say they were trying to be done at the same time, however, she ended our chat with no resolution. She should not have done this and I would like the business to answer to this and provide me with what I was asking for, my exchange.

  

  Business Response

  Date: 04/16/2025

  Hello Nurivette,

  Thanks for reaching out through the BBB. We're sorry to hear about your experience.
  
  Your refund has been processed and the hold on your account has been released. The exchange order has been successfully placedyou can find it under Order ID **********.
  
  Let us know if there's anything else we can help with. We're happy to assist.

  Best,

  Natasha 

  Customer Answer

  Date: 04/20/2025

   
  Complaint: 23186389
  
  I am rejecting this response because: I do not want a credit. This experience has left me very dissatisfied with the company and the customer service. I was lied to and when I tried to get an answer through the chat the person ended our conversation abruptly with no resolution. I provided those screenshots in the initial complaint. I no longer want to do business with **********. I want a refund to my card card and do not want a credit, which I was given and is in my account (screenshot is attached). After the refund is given I then want to proceed to cancel my VIP membership and want no credits left on my account. 
  
  Sincerely,
  
  Nurivette ********

  

  Business Response

  Date: 05/01/2025

  Hello Nurivette,

  Thank you for your response. The credit in question was reinstated to your account on November 2, 2024, after it had previously expired. Unfortunately, we are unable to issue a refund for reinstated credits at this time.
  
  We apologize for any inconvenience this may cause and appreciate your understanding.

  Best,

  *******

  Customer Answer

  Date: 05/03/2025

   
  Complaint: 23186389
  
  I am rejecting this response because:
  The refund was asked for when I selected it on your website. If not alllwed, why was that an option?
  The credit I used wasnt reinstated. I already had used those in a previous order. If you can provide proof of that so I can see that. 
  Also, with the treatment of your customer service (explained in my initial email and screenshots provided), I no longer want to have any dealing with this company and wish my credit to be refunded so I can then cancel my membership. 
  
  Sincerely,
  
  Nurivette ********

  

  Business Response

  Date: 05/13/2025

  Hello Nurivette,

  Thank you for your response.
  
  As a courtesy, the credit on your account was reinstated on November 2, 2024, after the original had expired. The two credits used on that order were the previously reinstated credits. In accordance with the Terms of Service you accepted on October 3, 2023, we are unable to refund expired credits. Since these credits were reinstated, used, and the order was subsequently refunded, we are unable to issue an additional refund for them at this time.
  
  We appreciate your understanding and are here if you have any further questions.

  Best,

  *******

  Customer Answer

  Date: 05/17/2025

   
  Complaint: 23186389
  
  I am rejecting this response because:
  I used those expired credits on a previous order. This purchase I am inquiring about used unexpired credits. Please provide proof to show the credits used in this order were the expired ones. 
  Sincerely,
  
  Nurivette ********

  

  Business Response

  Date: 05/27/2025

  Hello Nurivette,

  The credits used for order #********** were the reinstated from November 2, 2024. The two most recent credits you were billed foron July 7, 2024, and October 9, 2024were applied to order #**********, placed on November 9, 2024.
  
  At this time, were unable to issue a refund for the reinstated credits. For more details, please refer to the Account tab in your profile.
  
  If you have any further questions, were happy to help.

  Best,

  *******

• Initial Complaint

  Date:04/07/2025

  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 been a JustFab Vip member since 2017. Now, suddenly, they have a new policy where credits expire, and I was never updated on this policy until having my credit revoked nor agreed to continue my membership under these new terms. Thus, I have paid them and received absolutely zero products or reimbursement, as they state my credit has expired. I contacted them on the EXACT date of this expiration, 2025-02-01, and was reassured by an agent that as a one-time courtesy for being a long-time customer that they would add my credit back to my account. It has been almost 90 days, and I have yet to receive my credit or refund. Every time I attempt to contact customer service regarding this matter, I express my desire to cancel my membership due to this matter. I get reassured once again that they will make it right and ask me not to cancel then I am disconnected. They are essentially stealing money!

  

  Business Response

  Date: 04/10/2025

  Hello Justyce,

  Thank you for reaching out to us through the BBB.
  
  Our records do not reflect any contact on February 1st; however, we do show communication on February 2nd, during which our agent informed you of the updated terms and conditions. As stated, all VIP credits expire 12 months from the date of issuance.
  
  Per the updated terms and conditionsaccepted on your account on September 3, 2023we are no longer able to reinstate expired credits due to the age of the original transactions.
  
  For more details, you can view our full terms here: ***************************************************.
  
  We appreciate your understanding.

  Best,

  *******