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:02/05/2025

  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 been a customer with ******************** for ** years. When checking my account to skip this month I noticed my 4 credits disappeared. I was never properly made aware that they expire after 12 months and after reading the policy and chatting with customer service, I searched my emails for the notice and reminders and could not find any. I reached out via chat and was told "The policy change regarding the expiration of credits was announced via email" supposedly in August 2023. One way to be reminded of the VIP credit is through our email about new collection every first day of the month. "The policy clearly states " don't worry we will remind you." My 4 credits totaling $199.80 US dollars is lot of money to just lose as if it was a coupon. I am extremely disappointed in JustFab. Their vest offer to correct the situation was to offer $10 for each credit lost ($40) which means I am still losing $159.80. The policy on their webiste ..." **** The Month by the 5th of each month. After you skip you can still shop VIP prices all month long. If you don't opt for a VIP Credit or **** the Month by the 5th of each month, you'll be charged $49.95 on the 6th of the month for your exclusive membership benefits, including a VIP Credit. Unused VIP Credits expire after 12 months, don't worry we'll remind you! " I have yet to see a reminder. This is unfair to their many customers whom save credits until their sizes and styles are available and we're not notified of this hugebpolicy change.

  

  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. Additionally, we send reminders through our emails, which include a notification banner informing of soon to expire credits. For your reference, you can learn more about our terms here: ***************************************************.

  Best,

  *******

• Initial Complaint

  Date:02/04/2025

  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 JustFab member since 2017. Recently, JustFab amended their customer agreement, without my knowledge, permission, nor my consent to allow member credits to expire. This is not something that was a part of the service when I signed up. They proceeded to delete all of the member credits that I have paid for. This means that I have lost hundreds of dollars to something that I never agreed to in the first place. It is unethical and certainly does not reward loyal customers.

  

  Business Response

  Date: 02/11/2025

  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 10/05/2023, 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: 02/11/2025

   
  Complaint: 22897757
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 02/13/2025

  The company changed their terms of service to allow credits to expire that previously had no expiration date. However, I never signed nor agreed to their new terms of service. I never received a notification of their change to the terms of service. They did not email nor did call me about it. They also did not give me a notification of the change when I have logged in in on a monthly basis. They just quietly deleted all of the store credits that I had previously paid for. This was absolutely not a part of the terms of service that I agreed to when I signed up in 2017. I think this is an abuse of their customers trust and is illegal. At the very least, it is an underhanded and dishonorable business practice. 

• Initial Complaint

  Date:02/03/2025

  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 placed an order in August using all of me member credits and spending another $50+ dollars. I have reached out multiple times for a refund because they never sent my order. Finally on January 8th they supposedly refunded me. I never received the money refund and when I went to use my credits today they told me they were expired. After I hadnt even had the credits for a month. The ones they kept from me for 6+ months. They gave me no indication that I had to use all 4 credits in less than 3 weeks when they had never sent me my order in the first place. The order number Order #:1611483741. I reached out to the customer service and they would not do a single thing. Each credit cost 54.95$ thats a lot of money they basically stole from me. My order total was ****** before my credits and everything were applied. I paid 56$ on top of my credits and discounts.

  

  Business Response

  Date: 02/11/2025

  Hello Autumn,

  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 08/05/2023, 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. Since your order was cancelled, the credit was placed back onto the account, however the date they were charge did not change. For your reference, you can learn more about our terms here: ***************************************************.

  Best,

  *******

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22892710
  
  I am rejecting this response because: you guys gave me my credits back with less than a month to use them, the expired date should have be taken into consideration when you chose to withhold my refund for 6 months. After I had been waiting for a refund for 6 months. You guys didnt tell me I had less than 3 weeks to use my credits that you guys kept from me for an extended amount of time. You never refunded the original credit and now youre trying to take the 4 credits thats expired according you guys. I would like a refund of all credits and a refund of the original order of 56$ Im willing to settle for that  and a refund back to my bank of 4 credits for $199.8. This has been such a difficult process for a company I have been with for at least a decade. 
  this will only be resolved with receiving my money back and having my account CANCELLED. 
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 02/18/2025

  Hello Autumn,

  Thank you for your response. Since your order was canceled, the credits were returned with their original expiration date. Any pending charges were never processed, as they automatically dropped off upon cancellation.
  
  Your membership has been canceled; however, we are unable to refund expired credits at this time.
  
  We appreciate your understanding.

  Best,

  *******

• Initial Complaint

  Date:02/03/2025

  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 customer with ******************** for ** years. When checking my account to skip this month I noticed 9 credits worth $450 were gone and had all expired. I was never properly was made aware that their policy had changed and credits could expire expire after 12 months. After reading the policy below I searched my emails for the reminders and could not find any. I reached out via chat and was told from the credits could not be refunded. The policy clearly states " don't worry we will remind you" when credits are going to expire. The policy on their website ..." **** The Month by the 5th of each month. After you skip you can still shop VIP prices all month long. If you don't opt for a VIP Credit or **** the Month by the 5th of each month, you'll be charged $49.95 on the 6th of the month for your exclusive membership benefits, including a VIP Credit. Unused VIP Credits expire after 12 months, don't worry we'll remind you! " I was never reminded that I had credits expiring. Also. the credits that were lost were purchased before the new policy was in place, the date of the purchases was changed to the start date of the new policy and all expired on the same day. I would like JustFab return my store credits or refund my total purchase for all credits that were purchased under the old *************** response

  

  Business Response

  Date: 02/11/2025

  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 08/05/2023, 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:02/03/2025

  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 went to my account today to purchase with my VIP credit only to notice it was missing. I called and was notified that I had just expired, I asked if it could be reinstated and I was met with a no, that they no longer do that, I did ask what solution they could offer and all they wanted to give me was a $10 credit, which is not a fair solution, because now I would still have to pay again for a pair of shoes that I already pay for. The company took my money and I didn't receive anything back. I did not receive an email saying that my credit would expire. I canceled my subscription which I had since 2014. They say they can't give us the money back, but that is not true. I read other complaints and saw how they did it for some customers. They put their customer services in a difficult spot. I want my money back, not a credit as I have canceled my subscription.

  

  Business Response

  Date: 02/11/2025

  Hello Aniushka,

  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 08/02/2023, 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: 02/11/2025

   
  Complaint: 22890378
  
  I am rejecting this response because: I have seen here on other complaints how you have given back the credits many times, so it is possible to so you just choose not to do it and give a copy and paste statement that lacks any kind of empathy.
  
  Sincerely,
  
  ******** *********

  

  Business Response

  Date: 02/19/2025

  Hello Aniushka,

  Thank you for your response and feedback. Unfortunately, we are unable to reinstate or refund expired credits at this time.
  
  We appreciate your understanding.

  Best,

  *******

• Initial Complaint

  Date:02/03/2025

  Type:Customer Service 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.

  Had an account ********* I was charged 49 95 vip 1/31 in error . I have now canceled my account bc the *** refused to assist me I should not have been charged I demanded an instant refund of the ***** to my card ending 4374 and someone confirm all billing will cease immediately and confirm My account is closed

  

  Business Response

  Date: 02/11/2025

  Hello Ebony,

  Thank you for reaching out to us through the BBB. Our records show that your membership was canceled on February 1, 2025, and the member credit was refunded on February 3, 2025.
  
  If you need any further assistance, please dont hesitate to let us know.

  Best,

  *******

• Initial Complaint

  Date:01/24/2025

  Type:Sales and Advertising 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 been paying into my membership through Just Fab within 2 accounts and one account with ********************** kids. (3 accounts total). Each is $49/mo USD #1) ********************** since Jan 8, 2020 = 22 credits (requesting all credits be reinstated)#2) ******************* since Feb 7, 2015 = 11 credits (requesting all credits to be reinstated)#3) Just fabkids - ********************** - 43 credits = $2107 (Merchandise) since Nov 9, 2016 (requesting full refund)As of recent, I went to spend my credits to find that the company had arbitrarily put expiry dates on these without notice. Basically nullifying the money I had contributed to my account. The equivalent of $1250.00 that I wanted to spend towards product. When I called them to escalate this, multiple individuals said I was out of luck and there was nothing they could do. Of course, I wasn't happy about this as I explained I had been a long time customer and my account statement shows many of my credits never had an expiry and this was a very inconsistent customer experience. I basically was only asking to spend the money on their products that i had put in, but they have taken those funds. My Just Fab kids account has a huge balance and I would just like a credit back now from my experience. I have left multiple messages for management to call me and I have had no response. Disappointing for a long standing client. Any help you can provide me to get to some resolution would be appreciated. I feel right now, I am being taken advantage of for them to profit. Appreciate your support.

  

  Business Response

  Date: 01/30/2025

  Hello ******,

  Thank you for reaching out to us through the BBB. All promotional member credits expire 12 months after the date of issuance. As outlined in the updated terms and conditions, which were accepted on both accounts on 11/01/2023, expired credits can no longer be reinstated due to the age of the original transactions. We also send credit expiration reminders via email. For your reference, you can review our terms here: ***************************************************.
  
  Both accounts previously had 5 credits each, and we have successfully processed refunds for both. Please allow 5 to 7 business days for the refunds to reflect in your account. There is still remaining store credit on both accounts, which we are unable to refund electronically but can issue via check.
  
  Additionally, your FabKids account has a total of 43 credits. We were able to refund 8 of them electronically, but due to the length of time since billing, the remaining 35 credits can only be refunded via check. All checks would be delivered within 4 to 6 weeks.
  
  Please confirm the name and shipping address for the checks, and we will process them as soon as possible.
  
  Let us know if you have any questions.

  Best,

  *******

  Customer Answer

  Date: 02/05/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not fully satisfactory to me.  It is unfortunate that you cannot extend the use of my expired credits to this month so I can use them, I still think that it is unreasonable that you expired more than 12 months of credits without an option to return them to me, it ultimately is $1,248.00 USD that you have taken from me and won't even let me use it towards product.  That ultimately was what I was looking for is to be able to use those funds for product. Please let me know the value of the Just Fab Kids in the form of a cheque.  The credits on the accounts can also be mailed to the same address.  Please close all three accounts once settled.  

  Cheques can be mailed to ***************************************************************

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

• Initial Complaint

  Date:01/14/2025

  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've been a member for several years and was not clearly made aware that VIP credits now expire. I went from saving VIP credits over the years to recently losing the 8 credits I had, which is about $400 worth of credits. When I reached out to JustFab, they only offered $10 for each credit. Implying that they intend to keep $320 of my hard earned money, because of a seemingly sneaky policy change. When i set up the account back 2019, I was told that my credits do not expire and would remain in my account until I used them. Credits paid for prior to the program change expiring is crazy. Those credits should've been grandfathered in or turned to gift cards.I checked my emails and have received promotional information, but no notification that my credits would expire. Even though I see one of their emails mentions customers will be reminded before credits expire. This all appears to be a ploy to keep as much of the customers hard earned money as they ****** July, I attempted to use 4 credits but my order was cancelled. These credits have since expired because there was nothing on the site worth buying since my order was cancelled.I reached out to them about 2 weeks ago, as was informed my case would be escalated and resolved within 48hrs. It has been 2 weeks, and I have not heard from them. At this point, I just want my 8 credits refunded.

  

  Business Response

  Date: 01/22/2025

  Hello Oghale,

  Thank you for contacting through the BBB. All promotional member credits will expire 12 months after the date of issuance. Per the new terms and conditions that were opted in on 11/03/2023 on the account , the reinstatement of those credits is no longer possible due to the age of the initial transactions. An email reminder will be sent out a month before the credit expires. For your reference, you can learn more about our terms: ***************************************************

  Best,

  *******

  Customer Answer

  Date: 01/25/2025

   
  Complaint: 22810407
  
  I am rejecting this response because: no email reminder was sent a more th before the credits expired. Plus I had attempted to use the credits before they expired, but my order was canceled by Justfab. 
  
  Sincerely,
  
  Oghale Efole

  

  Business Response

  Date: 02/05/2025

  Hello Oghale,

  Thank you for your response. Our emails include reminders regarding this matter. Unfortunately, we are unable to reinstate or refund the credits at this time. We appreciate your understanding.

  Best,

  *******

• Initial Complaint

  Date:01/14/2025

  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 got charged &***** by ************************** I was just adding my card details but did not buy the shoes added in cart, and It still charged me with a forceful subscription. I dont need the shoes or any subscriptions from them. Help me get them cancelled and my card details removed (because its forcing me not to remove card details by not giving me an option)

  

  Business Response

  Date: 01/22/2025

  Hello Bhushan,

  Thank you for reaching out to us through the BBB. According to our records, your order was placed on January 13, 2025, and has already been shipped and delivered. We're happy to assist you with setting up a return if needed.
  
  Additionally, we have canceled your membership, and you are no longer enrolled. If you have any further questions or require assistance, please don't hesitate to let us know.

  Best,

  *******

• Initial Complaint

  Date:01/10/2025

  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 became a member of Justfab in 2012 at the time the policy was that credits do not expire only points that are earned from purchases. Apparently, in 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 6 credits that expired that I was not aware of. I called and spoke with a Supervisor named ****** and this person told me that it was just the policy and that my $300 was just gone. 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. $300 is a lot of money to just be taken away and when I called three different times I got told oh well sorry. I canceled my membership and want a refund for the credits I did not get to use.

  

  Business Response

  Date: 01/16/2025

  Hello *****,

  Thank you for contacting through the BBB. All promotional member credits will expire 12 months after the date of issuance. Per the new terms and conditions that were opted in on 08/04/2023 on the account , the reinstatement of those credits is no longer possible due to the age of the initial transactions. An email reminder will be sent out a month before the credit expires. For your reference, you can learn more about our terms: ***************************************************

  Best,
  *******