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

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  Intelligent Beauty Inc.

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

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  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:08/08/2022

  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 have 3 credits on my account ($39.95 USD, $51.88 CDN each). I have yet to find a single item that will be covered by a credit in full. So no matter what you have to pay to purchase even when you have a credit. Total scam. I have also called to cancel twice before but have been coerced into trying to once again use the credits which they claimed on the phone should cover "most items" before I cancel my account. I have had an account for years and have had this issue throughout. I have successfully received refunded credits before when I call immediately after the charge is on my credit card but never have received a full credit amount because of the exchange rate. I want to see a full refund of $155.64 and cancellation of my account.
  

  

  Business Response

  Date: 08/22/2022

  Business Response /* (1000, 5, 2022/08/09) */
  Hello ******,
  
  Thank you for reaching out through the BBB. We are sorry to hear you disliked our VIP Membership. I can confirm that your JustFab membership was canceled as per your request on 8/9/2022 by a member of member service. Your cancellation number is *********.
  
  Just to clarify, the charges you saw were a result of our VIP membership. Your VIP membership was activated on 9/29/2017 during your purchase of the Elisha Ankle 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 you 2 courtesy refunds of $39.95 each today, 8/9/2022. Please allow 5-7 business days for this refund to appear, depending on your financial institution. Due to the remaining VIP Membership of $39.95 each being dated past 12 months, a check refund will be issued. Before we can submit this request, please reach out to me directly at********************** to verify the full name and shipping address this check should be addressed to.
  
  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:08/05/2022

  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 a member of the JustFab VIP program for a very long time (not entirely by choice). I have tried calling many times over the past few years to get them to cancel my account AND refund all the unused membership credits. The company seems to have changed their pricing multiple times without consent of its consumers, so I don't even know how much money they have taken from my account overall. I simply know that I have 7 charged credits in my account. Some are $39.95 others may be $54.95. It is VERY unclear. I have not made any recent purchases because I have not found anything worth purchasing (lots of it looks very cheap, and orders I have made when I first created the account we're never true to size.) when I'm lucky enough to reach customer service (I can't always get through), they tell me I can cancel my account after a long verbal questionnaire about why I want to quit, and that I would not receive any of my money back from used credits. I'm sick of this company's customer service (or lack there of). I just want an account refund and to close my account once and for all. If anyone is able to assist that would be greatly appreciated! Thank you.
  

  

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 5, 2022/08/08) */
  Hello********
  
  Thank you for reaching out through the BBB. We are sorry to hear you disliked our VIP Membership. I can confirm that your JustFab membership was canceled as per your request on 8/8/2022 by a member of member service. Your cancellation number is **********
  
  Just to clarify, the charges you saw were a result of our VIP membership. Your VIP membership was activated on 9/1/2015 during your purchase of the Serika shoes. 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 you 2 refunds of $39.95 each today, 8/8/2022. Please allow 5-7 business days for this refund to appear, depending on your financial institution. Due to the remaining 5 VIP Membership credits being dated past 12 months, a check refund for $249.75 will be issued. Before we can submit this request, please reach out to me directly with the full name and shipping address this check should be addressed to.
  
  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:07/21/2022

  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 5 credits with you guys. I am dealing with ****** and can't spend over an hour on hold to cancel. i signed up to get the discount on my first purchase. In store they told me i could use the VIP membership money to use on clothes, like its just "holding" my money. well yesterday I went to purchase things online and found out each $54.95 credit equals "1 item up to $80".(which they increased from $49.95 without my knowledge!!) he wanted, but all items were
  went from $49.95 to $54.95 without my knowledge!! what i wanted were all LESS than the monthly charges themselves so without the "VIP fraud membership" i would SAVE MONEY. in these times of inflation or at any time this is DESPicable!! i hade attached my account documents with dates if charges and other info including how hard it is to cancel the membership. (also to "easily skip a month" you can only do that between the first and the 5th of each month!! also attached, and i want a full $259.75 refund of unused "tokens" back to the saved CC or I will call my CC company to dispute. also full cancellation of hard to cancel account, severance of all ties.
  thank you, **********
  p.s. i didnt include the alleged allegations of ****** violence and harassment and body ****** checks of foreign, ********* women in other countries. just search for "fabletics scandal" to read about those atrocities.
  

  

  Business Response

  Date: 07/29/2022

  Business Response /* (1000, 5, 2022/07/25) */
  Hello ******,
  
  Thank you for reaching out through the ***. We are sorry to hear you disliked our VIP Membership program. After reviewing your account, I do see your VIP membership is still active. Do you wish to keep your account active or do you wish to cancel your VIP Membership? Simply reply to this message and I would be happy to further assist you.
  
  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 have issued 3 courtesy refunds of $49.95 each and 2 courtesy refunds of $54.95 each today, 7/25/2022. 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.).
  
  If you have any further questions or concerns, please reply to this message and I will assist you further.
  
  Thank you,
  
  ******
  
  
  Consumer Response /* (2000, 7, 2022/07/28) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you for the swift and professional attention to the issue. I accept the full refund charges to go back to the cc on file,
  Please cancel my subscription and delete my cc info.
  
  Sincerely,
  **********