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:10/04/2022

  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 had JustFab for over 2 years, when I first purchased the membership it was great and I could purchase my size in shoes. I have wider feet so I need the wide option. I have 4 member credits that I can't use because my size is almost never available. Not to mention even when I find something in my size my member credit won't cover it, either because it's on sale so it doesn't qualify or it's more than the amount of the credit. What Is the point of having the membership or getting charged monthly if I can't use the money on my account for anything so it's just sitting there. I've called for refunds as well but they always tell me they can't refund anything and my credits should work for most items which is no help. I want to cancel my membership but also don't want to be out of $170. So frustrating.
  

  

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/10/07) */
  Hello *********, thank you for contacting through the VIP. I am sorry to hear about your recent experience with Justfab. Thank you for letting us know! We always want to know what our members have to say and always want to be aware of what is happening.
  I have refunded the 4 member credits back to your payment method, totaling $169.80. Please allow 5-7 business days for the refund to appear on the payment method. Kindly let me know if you want to continue with cancellation of the account. Simply reply here and I will be more than happy to assist.
  
  Many thanks,
  Natasha

• Initial Complaint

  Date:09/26/2022

  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.

  I closed my account with this company in July and requested a refund for a credit that was on my account. The company agreed to refund my money and stated it would be 4-6 weeks as they had to mail the check. As of September 26th, I still had not received my money back. I reached out to them and they have given me nothing but the run around stating things like they'd look into it, there was an issue with the check, they couldn't mail it to my home address (which has been an address for the last 100 years, and my address for the last almost 5 where they have previously sent items to). They've continued to not address my concern and have not at this point sent me my refund check. All I want is my money back like they stated they'd send me weeks ago. I want my money sent back with a tracking number and priority mailing as this is ridiculous at this point.
  

  

  Business Response

  Date: 10/31/2022

  Business Response /* (1000, 5, 2022/09/27) */
  Hello *******,
  
  Thank you for reaching out through the ***. After reviewing your account further, I do see a check refund (Check ******) was issued and mailed originally previously. However, it was returned back to our office due to invalid shipping address. Member services assisted in verifying the shipping address and resubmitted the check refund request. Please allow 4-6 business weeks for this process.
  
  If you have any further concerns or questions, you can reach out to me directly at ********************* and I would be happy to help.
  
  Thank you,
  
  ******
  
  
  Consumer Response /* (3000, 7, 2022/09/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This response is a cop out. My address was verified with the company originally when I requested the refund. No one from the company reached out when the check was supposedly "returned". In fact it took me reaching out twice to get any kind of response. It's completely unreasonable to request I wait an additional 4-6 weeks for something I should have received 2-3 weeks ago. This is terrible customer service and I have a hard time trusting that they will actually send anything.
  
  
  Business Response /* (4000, 9, 2022/10/04) */
  Hello *******,
  
  Thank you for reaching back out to us so quickly! Again, our apologies for your overall experience and the inconvenience this may have caused. A new check refund has been resubmitted by member services after verifying the shipping address. Please allow 4-6 business weeks for this process. We appreciate your patience.
  
  Thank you,
  
  ******
  
  
  Consumer Response /* (4200, 11, 2022/10/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is absolutely absurd that you think another 4-6 business weeks is an acceptable solution. It does not take that long to refund or send someone back their money. Your company should be ashamed of yourselves.
  
  
  Business Response /* (4000, 13, 2022/10/18) */
  Hello *******,
  
  Thank you for your response. My deepest apologies for your experience with this process. At the time, we so do not have a way to expedite the check refund. Your check was reissued with the correct address. I truly appreciate your patience. Your check should be received between Nov 4th through the 18th. Once again my sincere apologies, please let me know if you have any questions.
  
  Thank you,
  *******

• Initial Complaint

  Date:09/25/2022

  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 placed an order with JustFab on 9/25/22 using 4 of my 5 credits. The order was confirmed. I decided to cancel my membership because I haven't been using the credits and I keep being charged. I opened the chat to initiate canceling my membership. The rep kept offering deals and coupons for me to keep my membership going. I declined and asked to simply cancel my membership. After a few more minutes, the rep tell me that she cancelled the order I had placed using the credits I had accrued over the past 5 months. So because I did not want to continue the membership, the company decided not to honor the credits that I had previously paid for while an active member. To reiterate, I placed the order using my credits prior to cancelling the membership. The rep then offered to resubmit the order at full price. What a scam!
  

  

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/09/27) */
  Hello ******,
  
  Thank you for reaching out through the BBB. We are sorry to hear you disliked our VIP Membership. After reviewing your account, I do see your VIP Membership was cancelled per your request on 9/25/2022. Just for your reference, your cancellation number is *********.
  
  Just to clarify, the charges you saw were a result of our VIP membership. Your VIP membership was activated on 3/9/2019 during your purchase of the Britte Pump and Lyssa Classic Pump. 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.
  
  I do see member services assisted in cancelling your order on 9/25/2022 and assisting in placing a new order redeeming your pending credits in your boutique. You order is currently in fulfillment batching and will ship shortly. Once it ships, you will receive an email with tracking details.
  
  Again, your account has been canceled and you will not be billed for future months. If you have any further questions or concerns, please reply to this message and I will assist you further.
  
  Thank you,
  
  Summer

• Initial Complaint

  Date:09/24/2022

  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 never had a more frustration interaction! And at this point, I am just tired. I have called this company 4 times (5 if you count the time I requested a callback but it never happened).
  I never received my order (# **********) but on the 9/15/22, they sent me an email saying it was delivered! Nothing. I called right away to let them know I had not received my shoes and I was told to wait a day or two. Which makes absolutely no sense- why wouldn't the company just contact the carrier then? When I called the company again, their suggestion was for me to walk around and ask my neighbors. We are now a week in and, you guessed it, waiting a day or two did not help. I am filing this dispute because frankly I am desperate. I just graduated college this year and I am in the middle of moving back home. I cannot afford to pay for shoes I never received. I don't think that's fair. The company has NOT tried to solve anything and I do not have the time to call everyday to chase shoes. I want my refund! And despite having been a longtime member, I would like a cancellation too!
  

  

  Business Response

  Date: 10/21/2022

  Business Response /* (1000, 5, 2022/09/27) */
  Hello*******,
  
  Thank you for reaching out through the BBB. Our deepest apologies for your overall experience you have encountered and for the inconvenience this may have caused. Thank you for bringing this to our attention! I will share this feedback with the appropriate teams.
  
  After reviewing your order, due to the size of this order, I do see it was split into 4 shipments. All tracking indicates it was successfully delivered. To better assist, please reach out to me directly at ********************* to verify the full shipping address and I would be happy to further assist you.
  
  Thank you,
  
  Summer
  
  
  Consumer Response /* (3000, 7, 2022/09/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Summer-
  
  I am aware that it was split into 4 packages. As I mentioned in my complaint, I have reached out multiple times to JustFab and have confirmed my full address each time. I am assuming you can see the history. I am afraid I do not know what more information I could provide. I just want this resolved as soon as possible - I am tired of chasing.
  
  Kat
  
  
  Business Response /* (4000, 9, 2022/10/04) */
  Hello*******,
  
  Thank you for reaching back out to us so quickly! To better assist you, please reach out to me directly to verify the full shipping address at ********************* and I would be happy to further assist you.
  
  Thank you,
  
  Summer

• Initial Complaint

  Date:09/16/2022

  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 been signed up as a JustFab VIP member since December 9th of 2020, have been charged $39.95 every month since, and this past month was charged $49.95 and haven't purchased anything since my very first purchase over two years ago. That is the equivalent of exactly $769.05 dollars. 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 credit card since with a new security code--thinking this would do away with the monthly charges, but I AM STILL BEING CHARGED and even more now for which I was not notified of an uncharge. If this website is supposedly "just holding my money in case of a purchase to be used as credit" I DEMAND that I receive a full refund of $769.05 to the card you have on file for my account, and CANCEL MY ACCOUNT IMMEDIATELY.
  

  

  Business Response

  Date: 10/06/2022

  Business Response /* (1000, 5, 2022/09/18) */
  Hello ******,
  
  Thank you for reaching out through the BBB. We are sorry to hear you disliked our VIP Membership. Per your request, I have cancelled your VIP Membership today, 9/18/2022. Just for your reference, your cancellation number is *********.
  
  Just to clarify, the charges you saw were a result of our VIP membership. Your VIP membership was activated on 12/05/2020 during your purchase of the Linette Color Block Bootie. 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.
  
  After reviewing your account, I do see you accumulated 21 VIP Membership credits. I have issued 14 courtesy refunds today, 9/18/2022. Please allow 5-7 business days for this refund to appear, depending on your financial institution. Due to the remaining 7 being dated past 14 months, a check refund will be issued. Before we can submit this request, please reach out to me directly at [email protected] to verify the full name and shipping address this check should be addressed to.
  
  Thank you,
  
  ******

• Initial Complaint

  Date:09/10/2022

  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 called this company on 3 times requesting the cancellation of my membership and if they can stop charching the 50$ fee to my account. The are not been helpful AT ALL, they said the VIP membeship does not work like that and that if I dont skip the month they will continue charching my card. I explained them that Im not interested on buying more from their merchandise and would like to cancel my account. IM filling this dispute because today 9/10/2022 they just charge my bank account for the amount of 49.99 that I needed to pay my **** bill, I called them right away and they refuse to gave me a refund, the laidy on the phone said she can only give me a credit, and I cannot cancel my membership. I would like to resolve this because I think is not fair that they are not willing to help with something that they can do but dont want to do. I want the cancellation of my membership and my credit refunded.
  

  

  Business Response

  Date: 09/16/2022

  Business Response /* (1000, 5, 2022/09/13) */
  Hello *****, thank you for reaching out through the BBB. We are sorry to hear you disliked our VIP Membership. I can confirmed your VIP membership was cancelled on 9/10/22. You are no longer enrolled and will not have to skip or be billed. I have refunded the two member credits you acquired back to your payment method. Please allow 5-7 days for this to reflect. I will be reviewing your calls with our agents to go over any coaching opportunities to improve our service. I appreciate your feedback. Please let me know if there is anything else I can assist you with.
  
  Thank you,
  Natasha
  
  
  Consumer Response /* (2000, 7, 2022/09/15) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The business resolved my case.

• Initial Complaint

  Date:09/10/2022

  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 several (11) credits on my account that I have been unable to use for going on a year. I have tried several times to cancel, unsuccessfully (which I attribute to Just Fab trying to scan customers into staying). The credit amount doesn't even fully cover the costs of most items (scam alert). I was charged again for a credit after attempting to cancel. Furthermore, the monthly costs increased without my knowledge so now an even higher fee is being withdrawn from my account. Ridiculous! I've tried but I am at my wits end with this company. I would like a full refund for all unused credits on my account. I have not successful made a purchase in ages and would like to be refunded for the full amount of credit just sitting in my account that Just Fab withdraws. The concept of this company is great but the execution is poor. Please give me a refund!!!!
  

  

  Business Response

  Date: 09/22/2022

  Business Response /* (1000, 5, 2022/09/13) */
  Hello********
  
  Thank you for reaching out through the BBB. We are sorry to hear you disliked our VIP Membership. After reviewing your account, I do see your VIP Membership is still active. Can you please confirm if you wish to keep your account active or do you wish to cancel your VIP Membership? Simply reply to this email and I would be happy to further assist you.
  
  Just to clarify, the charges you saw were a result of our VIP membership. Your VIP membership was activated on 12/7/2020 during your purchase of the Sinclaire Hiker Lace-Up Boot and Edde Lace-Up Bootie. 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.
  
  I have issued 7 courtesy refunds today, 9/13/2022. Please allow 5-7 business days for this refund to appear, depending on your financial institution. Due to the remaining 4 VIP Membership charges being dated past 12 months, a check refund for $199.80 will be issued. Before we can submit this request, please reach out to me directly to verify the full name and address this check should be addressed to.
  
  Thank you,
  
  Summer
  
  
  Consumer Response /* (2000, 7, 2022/09/19) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Refund has been offered.

• Initial Complaint

  Date:09/08/2022

  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 cancelled justfab in March 2022 and have still been getting billed monthly. Please take screenshots of the chat showing the cancellation conversation because they will tell you that no cancellation took place!! Horrible business practice as they continuously took 49.95 out of my account every month!
  

  

  Business Response

  Date: 09/29/2022

  Business Response /* (1000, 5, 2022/09/13) */
  Hello *******,
  
  Thank you for reaching out through the BBB. We are sorry to hear you disliked our VIP Membership. Per your request, your VIP Membership has been cancelled per your request on 9/8/2022. Just for your reference, your cancellation number is*********** After reviewing your account further, I do not see any previous cancellation request in March of 2022. Can you pleas provide exact date of cancellation? Simply reply to this message and I would be happy to help.
  
  Just to clarify, the charges you saw were a result of our VIP membership. Your VIP membership was activated on 8/30/2019 during your purchase of the 5 Scrunchie Set and Vaida Burnished Faux Leather Flat Boot. 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.
  
  I have issued you 9 courtesy refunds of $49.95 each today, 9/13/2022. Please allow 5-7 business days for this refund to appear, depending on your financial institution.
  
  You have now been refunded in full for all membership fees billed to you. Unfortunately, we do not reimburse members for non-company charges (such as bank fees, phone bills, etc.).
  
  Again, your account has been canceled and you will not be billed for future months. If you have any further questions or concerns, please reply to this message and I will assist you further.
  
  Thank you,
  
  ******

• Initial Complaint

  Date:09/07/2022

  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.

  On August 23, 2022 I saw an advertisement that Fabletics was having a sell on certain items with a percentage off. I bought two leggings for $30.63 with invoice ID **********. Today on 9/7/22 I was charged $54.95 from Fabletics for a membership token which I did not authorize. I contacted the company through online chat. They said that if I do not log on to the website and mark skip month between the 1-5 of every month then I will be charged $54.95. This was not explained at checkout and I did not see the option to skip this membership. The representative said they would cancel my membership, but I want my money refunded. This is such a scam and I have read hundreds of accounts where the same thing happened. They are taking advantage of people.
  

  

  Business Response

  Date: 09/30/2022

  Business Response /* (1000, 5, 2022/09/12) */
  Hello ******, thank you for reaching out through the BBB. We are sorry to hear you disliked our VIP Membership program. When the 2 for $24 bottoms deal was redeemed, you were enrolled into the VIP membership with the introductory offer. I can confirm your account has been cancelled and will no longer be billed. I have also refunded the member credit back to your payment method. Please allow 5-7 days for the refund to reflect back onto your payment method. Please let me know if I can assist you with anything else.
  
  Many thanks,
  *******

• Initial Complaint

  Date:08/28/2022

  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.

  January 13, 2022 I purchased a pair of shoes online from JustFab for $16.10 using my ****** account. I do not use my ****** account very often so I did not check the activity on it. I was not told I would be charged a monthly subscription charge. I then look in to my ****** account and see charges of $39.95 to $49.95 monthly beginning February 7, 2022. Deductions are as follows:
  02/07/2022 $39.95
  03/09/2022 $39.95
  04/07/2022 $39.95
  05/07/2022 $39.95
  06/13/2022 $39.95
  07/08/2022 $39.95
  08/11/2022 $49.95
  
  As of August when I became aware of the automatic withdrawals I stopped payments on this account. At this point a sum of $289.65 had been to my credit card without my permission. I ask that this be refunded by this company as I did not authorize these charges.
  
  If ****** documents are needed as supporting proof I am happy to supply them. As well as credit statements.
  

  

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 5, 2022/08/31) */
  Thank you for reaching out through the****. 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 1/12/22 during your purchase of the ***************** Boot. 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.
  
  I have issued a refund of $289.65 back to your ****** account. Please allow 5-7 business days for this refund to reflect. I have downgraded your account to "guest", meaning you will not be billed any longer. You are free to reactive whenever if you wish. Please let me know if there is anything else I can assist you with. Thank you, *******.