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

  
• 

  Shoe Fabulous

  6901 Riverport Drive, Unit A Louisville, KY 40258

• 

  Shoe Fabulous

  7201 Intermodal Dr. STE C Louisville, KY 40258

• 

  JustFab

  7929 National Turnpike Louisville, KY 40214

• 

  Fabletics

  4400 Sharon Rd STE 231 Charlotte, NC 28211-3774

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:02/24/2025

  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.

  $15.85 on 12/03/24 Only approved purchase. One pair of boots. No further charges were approved or authorized. Did not sign up for any additional services, and did not purchase or receive any additional products. This is the only order I initiated. $49.95 on 1/13/25 (Not authorized) $49.50 on 2/12/25 (Not authorized) Company signed me up for a monthly membership plan without my consent or knowledge. Absolutely nothing during my original checkout indicated that I was signing up for anything additional. I was only purchasing a pair of shoes, not a membership. My receipt only showed the boots and shipping. Over a month after I approved my initial and only authorized purchase, I began having money taken from my ******, which I only noticed after I had been charged nearly $100 by this company for goods and services I did not receive or purchase. I attempted to resolve the issue with ****** with no success, as the company lied that I authorized the purchases and they closed the case based on their word.

  

  Business Response

  Date: 02/27/2025

  Hello ******,

  Thank you for reaching out to us through the BBB.
  
  To clarify, the charges you are seeing are associated with our VIP Membership, which was activated after you redeemed a new VIP offer. Before completing your purchase, important disclosures about the VIP Membership were presented in your shopping cart, and you were required to agree to the membership terms and conditions at checkout.
  
  Both credits in question were previously disputed, and the dispute was resolved in our favor. At this time, we are unable to process an electronic refund due to restrictions from your financial institution. However, we can issue a refund via check, which will be delivered within 4 to 6 weeks.
  
  To proceed, please confirm the name and shipping address where you would like the check to be sent.
  
  If you have any questions or need further assistance, please let us know.

  Best,

  *******

• Initial Complaint

  Date:02/24/2025

  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 became a member of Justfab in 2018 at the time the policy was that credits do not expire only points that are earned from purchases. I made a purchse in October 2023 and apparently, in November of 2023 there was a change in a policy that I never acknowledged or was aware that they now expire credits after 12 months. So I had 15 in JUST FAB and 4 credits In JUST FAB KIDS that expired that I was not aware of. I called and spoke with a *** named *** and this person told me that the 15 credits woul be issued in the form of a check in 4 to 6 weeks. The credits I had accumulated happened because there was nothing that I wanted or multiple time they were out of my size in most everything I was interested in so I was holding on to them unaware that they would all be taken away. $729 is a lot of money to just be taken away and when I called three 5 different times from Dec 22 to Jan 27 and spoke to 5 ***s and was got told my check was processing. The 6 time i called on Feb 19 i was told that my case was escalated and that my refund was denied. I am pretty sure is illegal to retroactively enforce a new policy. Furthermore this should be considered misappropriation of funds. There are thousands of hard working peolple that is out of their money while JUT FAB robbing customer who entrusted them. My menbership is canceled and there is no trace of the expire credits. I want a refund for the credits I did not get to use.

  

  Business Response

  Date: 02/27/2025

  Hello ******,

  Thank you for reaching out to us through the BBB. In accordance with the updated terms and conditions, which were agreed upon on 10/07/2023, we are unable to issue a refund for the expired credits due to the age of the transaction.

  For your reference, you can learn more about our terms here: ***************************************************.

  Best,

  *******

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22962414
  
  I am rejecting this response because: I was not inform that the company policy was changing. Neither did I receive any communication regarding the expiration of available credits. 
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 03/06/2025

  Hello ******,

  Thank you for your response. We provide expiration reminders in our emails and display the expiration date in the membership section of our website for your convenience. Additionally, the updated terms were accepted on our site, and opting in was required to proceed.

  Were sorry to hear about your experience. Unfortunately, we are unable to reinstate or refund expired credits. However, we genuinely appreciate your feedback and will share it with our team.

  Best,

  *******
   

• Initial Complaint

  Date:02/20/2025

  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 pay for a monthly subscription from justfab. I logged in to my account today and noticed that 5 of my credits were missing. I pay $50 each for these credits. I did the customer service chat on the website and was informed that they credits expired and they would only give me $50 back as site credit. I asked for either a full $250 refund or site credit and they refused. They are stealing $200 from me.

  

  Business Response

  Date: 02/27/2025

  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 07/22/2023, 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,

  *******

  Customer Answer

  Date: 03/01/2025

   
  Complaint: 22948126
  
  I am rejecting this response because:

  
  I paid money for a service. Money does not expire, therefore the credit does not expire. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:02/14/2025

  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.

  December 2024, I contacted JustFab to cancel my membership due to overcharges. To keep my business JustFab advised they would send me a check in the amount of $569 to refund me. February 1, 2025, contacted JustFab because I had not received the check. They said I shouldve received the check December 13, 2024. I asked them for a routing number and they were not willing to provide. They told me I would need to wait 1-1.5 weeks because they needed to open an investigation. I contacted them again February 13, 2025, they told me they didnt know anything and they would escalate and we should receive a response in ***** hours. Based on all the negative information regarding Just Fab, Im unsure if a check was sent out to begin with and/or if Ive just got to let this go at this point. Its unfair and this is not how a company of this magnitude should do business.

  

  Business Response

  Date: 02/20/2025

  Hello ****,

  Thank you for contacting through the BBB. We are sorry to hear about your experience. We can confirm we sent your check to ******************************** sent out on Dec 14, 2024. 

  Since checks are sent via **** standard mail, tracking is not available. We have not received the check returned as "Return to Sender." At this time, we can only reissue and resend the check. Please confirm the mailing address to proceed.
  
  Let us know if you have any questions.

  Best,

  *******

• Initial Complaint

  Date:02/12/2025

  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.

  Complaint Against JustFab Failure to Refund 7 Membership Credits ($349.65)I am filing this complaint due to JustFabs failure to refund 7 expired credits, totaling $349.65, despite a clear verbal agreement from their representative that all 9 of my credits would be refunded.Background / Initial Contact On 11/25/24, I contacted JustFab and spoke with ***** regarding my 9 membership credits ($49.95 each, totaling $449.55).2 were active, 7 were marked as expired (money does not expire)I informed ***** that I was moving to ******, where JustFab does not ship, so I would be unable to use my credits. After placing me on hold three times to speak with her supervisor, ***** explicitly confirmed that I would receive a full refund for all 9 credits. I asked her twice to verify, and she assured me all credits would be refunded.Failure to Honor Agreement On 12/24/24, I checked my credit card statement and saw I had only been refunded 2 of 9 credits. I immediately called customer service and was told to wait a few more ******* 12/27/24, the 7 credits were still not refunded. When I called again, I was suddenly told that expired credits are non-refundable, even though they were now showing ACTIVE, completely contradicting what ***** had told me. It was also suggested I could place an order when I visit the ***** despite my clear explanation that JustFab does not ship to ****** and I cannot use the ***************************** JustFab misled me. I was promised all 9 credits would be refunded, yet they only refunded 2.JustFab refuses to refund credits I paid for, despite their previous agreement.Requested Resolution I am demanding an immediate refund of the remaining 7 credits ($349.65) as originally promised. JustFab must honor the agreement made by their representative on November 25, 2024, and process the full refund.If no refund, I will escalate this issue further, including contacting consumer protection agencies and financial institution ********** *******

  

  Business Response

  Date: 02/18/2025

  Hello Merceditas,

  Thank you for reaching out through the BBB. We have received your email regarding this issue and have already responded. If you havent seen our reply, here is a copy of our response via email.

  "Thank you for reaching out and for your patience while we carefully reviewed your concerns. We sincerely regret the frustration caused by the miscommunication regarding your refund request.
  
  Upon thorough review of your account and prior interactions, we identified that our representative miscommunicated how membership credit refunds are processed. We fully acknowledge that this misunderstanding led to multiple follow-ups on your end, and we sincerely apologize for the inconvenience this has caused.
  
  As of February 12, 2025, we have processed a full refund of the remaining 7 membership credits ($349.65) to your original payment method (AMEX ending in 1001).
  
  Transaction ID: ****************
  Refund Time: 6:23:08 PM PST
  Given your long-standing history with JustFab since 2012, we greatly appreciate your loyalty and regret that this experience did not reflect the level of service we strive to provide. While we have resolved this matter, we completely understand how important it is to ensure clear and consistent communication from our team, and we are actively reinforcing training to prevent similar issues in the future.
  
  To acknowledge the inconvenience, we would like to send you some items as a goodwill gesture. Would you be willing to share your new address in ****** so we can ***** you some complimentary items? While we understand that you are relocating, should you ever have an opportunity to shop with us in the future, we would love the chance to serve you better.
  
  Again, we appreciate your time and feedback. If you need any further assistance, please feel free to reach out."

  Please let us know if you have any questions.

  Best,

  *******
  
  

• Initial Complaint

  Date:02/12/2025

  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.

  Ive been a member of JustFab since 2014. I have over 45 member credits and about 35 of them are set to expire in April of 2025. Its not practical to be able to use this amount of member credits within that short of a time frame.. I contacted customer support and was advised that theres nothing that can be done. I didnt want to consult the BBB with this issue but being that the only option for assistance is an AI chat bot or the phone number for support this seems to be my only option.Please help reinstate good faith with this company. If the credits can be converted into a promotional code, or something to that effect, it would be much more practical. Please see case ID from phone conversation on 2/11.

  

  Business Response

  Date: 02/18/2025

  Hello ****,

  Thank you for reaching out through the BBB.
  
  Under the new terms and conditions accepted on February 6, 2025, we are unable to reinstate or extend the expiration of credits. However, we can offer a refund for the credits as a resolution to this issue before they expire.
  
  Please let us know how you would like to proceed.

  Best,

  *******

• Initial Complaint

  Date:02/10/2025

  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.

  I had a baby this year and have obviously had other things on my mind between work, multiple kids and jobs. Without my knowledge, my member credits expired on the 1st of January and Ive been trying to get them reinstated to my account so I can use them. The credits I had on my account, I was attempting to use but this company didnt want to fulfill my order placed in July 2024. After a month of waiting for an update with no communication, I reached out and I received notice that they would be cancelling my order and reinstating the credits only to have them all expire 6 months later??? They are trying to offer me $10 per credit when I spent $50 per credit. That is obviously not acceptable. I keep requesting a manager to speak to and Im told repeatedly that they dont have one until I keep asking. Then they say theyll call me back and dont. I wasnt asking for a refund, only an extension to use my credits that I paid for. Ive been a member since 2017 and the customer service has severely declined. I keep getting transferred to a supervisor who fights me on speaking to someone higher up. The last one I spoke to hung up on me and noted our call as disconnected. They have the worst customer service experience. The credits I purchased were less than 5 years ago and 5 of them were reissued to my account in 2024 so at the very least, I deserve to have those put back as its not 12 months. I didnt agree to this new policy with expiring credits. I just want them back.

  

  Business Response

  Date: 02/18/2025

  Hell *******,

  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 12/04/2023, 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,

  *******

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22922883
  
  I am rejecting this response because:
  The business has made no efforts to remedy this complaint. The only thing they do is keep repeating their new policies. Ive been in touch numerous times with customer service which is horrible to deal with. Ive been hung up on, passed around to people who cant help and spoken to as a child. 

  They continuously claim they will have a manager call me and no one ever does. At this point, Im incredibly frustrated with their lack of empathy and follow through. The company acts as if they have no power to meet a customer halfway. Once again, $10 per credit for every credit I spent $40-$50 on is not sufficient. I have yet to speak to a manager as no one ever calls me back and Im tired of wasting my time trying to get through. 
  

  Once again, Id like the equivalent of what I spent on credits to be returned to me  whether thats a refund, store credit, coupons or gift certificate, I honestly dont care. I just need the company to do better than $10/credit.

  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 03/06/2025

  Hello *******,

  Thank you for your response and feedback. Were sorry to hear about your experience. Unfortunately, we are unable to reinstate or refund expired credits. However, we truly appreciate your input and will share your feedback with our team. Please let us know if theres anything else we can assist you with.

  Best,

  *******

  Customer Answer

  Date: 03/09/2025

   
  Complaint: 22922883
  
  I am rejecting this response because:
  There still has been no remedy offered by the company. Just insincere apologies. I wont be satisfied without some type of resolution. 
  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 03/13/2025

  Hello *******,

  Thank you for your response. We do not have the ability to refund the credits or reinstate them as per our terms of service.

  We appreciate your understanding.

  Best,

  *******

• Initial Complaint

  Date:02/10/2025

  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.

  My card was used by a minor to purchase goods and under the law the business is entitled to refund the full amount withdrawn which they refuse to do.

  

  Business Response

  Date: 02/13/2025

  Hello ********,

  Thank you for reaching out to us through the BBB.
  
  Were unable to locate an account with the information provided. Please reply with the email address associated with your account or your member ID so we can assist you further.

  Best,

  *******

• Initial Complaint

  Date:02/10/2025

  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.

  My order was shipped to wrong address. I called to complain and ask for it to be sent to my home. I was treated rudely by the first ******** and then by my insistance spoke with a supervisor. After a very lengthy phone call and a follow up call after that two weeks later, I was told to call back when the shipment was delivered to the wrong address. I did. I had been told they would gladly re-issue my packages to me once the wrong address got the packages. I called and was now told (over a month later) to now call back again in 48 more hours while they investigate the situation . They are not standing behind their promise to re-issue promptly. It was Christmas gifts that I had to replace and never got my purchases. But they were paid. The incorrect address prepopulated on my order. I didnt put in an address as Ive ordered from them for many years. My home address should be my default address. Ive gone over this and was promised my order would be reshipped.

  

  Business Response

  Date: 02/13/2025

  Hello Lecta,

  Thank you for reaching out to us through the BBB.
  
  Were happy to offer a reshipment. Please confirm that it is for order #**********. Kindly note that one item, the Faux Leather Utility Jacket, is currently out of stock, and wed be happy to issue a refund for it.
  
  Additionally, please confirm the correct shipping address. Let us know if you have any questionswere happy to assist.

  Best,

  *******

• Initial Complaint

  Date:02/06/2025

  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.

  ************************** complaint- I had logged into my account today 2/6/2025 and notice that 4 months credits had expired in September 2024. I often skip this month' straight away without reviewing the account details. I was not given any email notification that my credits will all expire which would be equivalent to $200.00. I did the chat with agent and they said they would give me $10 credit, then i escalated to a manager to offer $40. I want all my credit reinstated (or refund) as a resolution. When i set up the account back 2016, I was told that my credits will stay on my account since they don't issue refunds. In recent researching it appears the policy changed in 2023, but this is my money that i was charged from ************************ BEFORE the policy change and I do not think it is fair this is my hard earned money that just 'expires.

  

  Business Response

  Date: 02/12/2025

  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 07/19/2023, the reinstatement of expired credits is no longer possible due to the age of the initial transactions. Previously billed credits expire 12 months after the terms were agreed upon. 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: 02/15/2025

   
  Complaint: 22909529
  
  I am rejecting this response because: I do not have recollection of accepting the new terms.

   

  I would like these credits to be reinstated, it was my money deducted from my bank account. It is not morally correct to expire these credits. 
  
  Sincerely,
  
  ****** Spike

  

  Business Response

  Date: 02/25/2025

  Hello ******,

  Thank you for your response. Unfortunately, we are unable to reinstate the credits at this time.
  
  We appreciate your understanding.

  Best,

  *******

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22909529
  
  I am rejecting this response because:
  I see in another customers similar complaint through ******************** you did reinstate the credits.  That is unfair treatment to treat different customers differently. I still reject this response and request the credits or refund  
  

  
  Sincerely,
  
  ****** Spike