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

  
• 

  Just Fabulous

  508 8th ave New York, NY 10018

• 

  Shoedazzle

  7865 National Turnpike Building 2 Louisville, KY 40214

• 

  ShoeDazzle

  17300 Slover Ave Fontana, CA 92337-8000

• 

  Fabletics

  112 Main St Ste 1005 Cleveland, OH 44145

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:01/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had two credits on my account which I paid for $49.95 US funds. I hadn't used them as I didn't see anything I liked. I logged on today to take a look and possibly purchase new boots using my credits to discover the credits are now gone. Tried calling customer service, disconnected after on hold for 30 minutes. Tried customer service chat, told my I was #2 in que and they appreciated my patience, ******************************** for no response. Logged back on and was told #** in que now, they appreciated my patience and disconnected again. I paid for those credits and have received nothing for the money spent. Than unable to get in touch with anyone at company. This appears to be a scam that takes people's money and offers nothing in return.

  

  Business Response

  Date: 01/14/2025

  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 11/01/2023 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,

  *******

• Initial Complaint

  Date:01/06/2025

  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've been a member for several years and was not made clearly aware that VIP credits now expire. Ive been saving VIP credits over months as there was nothing I wanted to buy in that moment. Recently 3 credits I had saved up were removed. When I reached out to JustFab, they only offered $10 for each credit. $120 dollars stolen. No goods or services were ever exchanged, because of a sneaky policy change. I checked my emails and have only received promotional information, but no notification that my credits would expire.

  

  Business Response

  Date: 01/14/2025

  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 08/01/2023 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,

  *******

• Initial Complaint

  Date:01/06/2025

  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've been a member for several years and was not clearly notified that all VIP credits now expire. I had multiple VIP credits over the years to recently lost due to new expiration rules. The credits I had. Have been there before an expiration rule existed. 59 dollars a credit went down the drain, because of a seemingly sneaky policy change. I checked my emails and have received multiple promotional information, but no notification that my credits were expiring.

  

  Business Response

  Date: 01/14/2025

  Hello April,

  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,

  *******

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22770050
  
  I am rejecting this response because:
  The credits are payments automatically withdrawn from my credit card. Unused credit should be converted to gift cards without expiration, especially if earned prior to change in terms. Credits should have been grandfathered for customers who were VIP prior.  As a member for years the fact that credits expired seem equivalent to taking payment and never receiving your paid merchandise 
  Sincerely,
  
  April Ammasi

  

  Business Response

  Date: 01/23/2025

  Hello April,

  Thank you for your response and feedback; we truly appreciate it. Unfortunately, we are unable to reinstate or refund the credits at this time. We apologize for any inconvenience this may cause and appreciate your understanding.

  Best,

  *******

• Initial Complaint

  Date:01/06/2025

  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.

  Ive been a customer since 2014. When I signed up I was told the credits dont expire. Ive saved credits over the years as I like to use them to order multiple items at once. I logged into my account 1/5/25 and found I had six credits expire. I reached out to customer service to see if there was anything I could do to have them reinstated as I was unaware of the policy change. I was told they would reimburse me for four credits. I agreed with reimbursement for four of the six credits and ended the chat. I reviewed the website after the chat and found the change of terms and conditions. I do not recall seeing nor agreeing to the changes prior to this issue. I do not have any emails from JustFab regarding the changes either.I attempted to place an order after the chat and found out I was not reimbursed for the four of the six expired credits, but instead they refunded me for the four active VIP credits I still had, leaving me with zero credits. I called JustFab to rectify the issue in hopes it was just a misunderstanding and my four credits would be reinstated. Unfortunately, I was told there is nothing they can do for the six credits that expired. I asked for the customer service employee to review the chat log, which he did. He stood by the previous transaction that took place, the reimbursement was for the four active credits and there was nothing they can do for the expired credits. I let him know it was not clear the reimbursement I agreed to was for the active credits and not for the expired credits.I asked to cancel my account and he then offered to give me $10 credit to my account for each expired credit. I declined the offer and asked to cancel my account. He then offered $20 credit and I declined. He then offered to pause my account for three months and $20 credit would remain and I declined, canceling my account. I donated $300 to JustFab. I dont have any emails stating credits were expiring although the site states they will let us know.

  

  Business Response

  Date: 01/14/2025

  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 08/01/2023 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: 01/14/2025

   
  Complaint: 22770552
  
  I am rejecting this response as I do not recall agree to the updated terms and conditions. I am also rejecting this response because I never received any email reminders prior to the credits expiring. I only learned of the expired credits when I logged into my account and found I was missing six credits. I would never have knowingly allowed for six credits (nearly $300) to go unused. I used credits within the month of the others expiring and received no other communication stating they were going to expire. I would have ordered additional items to avoid losing them. I am also rejecting this response as it did not acknowledge the chat conversation I had with the JustFab customer service representative on 1/5/25. The representative told me I would receive reimbursement for four of the six expired credits, which I agreed to. Instead, the customer service representative refunded me for the four active VIP credits I had. 
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 01/23/2025

  Hello ******,

  Thank you for your response.
  
  Please note that the terms were agreed upon on 08/01/2023. These terms were presented via a pop-up notification on the website, requiring your acknowledgment and agreement before proceeding.
  
  Upon review, our agent extended an offer of $10 per expired credit. Unfortunately, we are unable to refund or reinstate the credits at this time.
  
  We appreciate your understanding.

  Best,

  *******

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22770552
  
  I am rejecting this response because your terms stated customers would be notified when their credits were going to expire. I never received a pop up notification, text message, or an email notifying me of the credits expiring as your site stated it would do.
  

  A $10 credit for six expired credits is adding insult to injury considering JustFab took $300 of my money. I did not receive any products or services for the money stolen.

  I would also like to add, another reason I did not spend the credits was because the items offered on the site became dismal, at best. I was unable to find items I felt were of value for the cost of a credit. JustFab made it difficult to find items worth spending the credit on, hence why I would accumulate them. 

  it is disheartening a company would treat loyal customers of over a decade in such a deceitful manner.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:01/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reached out to JustFab customer service using the online chat twice last month to request the cancellation of my account. I also attempted to call, but the hold times were excessively long. During my first chat, I spoke with a ***resentative who wanted to know why I wanted to cancel and tried to convince me to stay. Unfortunately, the chat was disconnected (the *** ended the chat). Later that same day, I reached out again to request the cancellation and assumed everything was taken care of. However, I noticed that I was still charged for the month of December. I have made several attempts this past week to cancel my account, but have not been successful. I would like my account to be canceled and request a reimbursement for the charge in December. If a customer says to cancel that request needs to be honored.

  

  Business Response

  Date: 01/14/2025

  Hello *******,

  Thank you for reaching out to us via the BBB. Weve processed your refund, and it should appear within 5 to 7 business days. Additionally, your membership has been canceled, and you will no longer be billed.
  
  If theres anything else we can assist you with, please dont hesitate to let us know.

  Best,

  *******

• Initial Complaint

  Date:01/02/2025

  Type:Billing 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 a customer with ******************** for over 10 years. When checking my account to skip this month I noticed my three credits were gone. I was never properly made aware that they expire after 12 months and 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 " I understand where you are coming from, *******. We no longer send notifications about the VIP credits expiration. 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" This is ****** US dollars which is lot of money to just lose. I am extremely disappointed in JustFab and was offered a 30 dollar credit which is not nearly enough. 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! "

  

  Business Response

  Date: 01/08/2025

  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 11/01/2023 on the account , the refund 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: ***************************************************

  As a courtesy, we have reinstated the 3 credits to your account. You will have 12 months to use them. If you have any questions or need further assistance, please dont hesitate to reach out.

  Best,

  *******

  Customer Answer

  Date: 01/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:12/31/2024

  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 have been a loyal JustFab member for over nine years. As of my last account check, I had accumulated about 17 VIP credits, a value of around $850. Upon logging into my account recently, I discovered that all my credits were gone, and JustFab claims they expired after 12 months due to a policy change implemented in 2023.I was never adequately informed of this policy change. JustFab states that I accepted their updated terms in August 2023, but I have no recollection of agreeing to such a significant alteration to the use of my credits. There was no explicit, direct notification alerting me that my credits would now expire, nor was I provided with a reasonable opportunity to use my credits before they were removed.When I contacted JustFab customer service to resolve this issue, they offered only $100 credit, which is unacceptable given the significant monetary value of the credits I lost. This policy change feels like a breach of trust, and the lack of proper notification demonstrates poor business practices.I request that JustFab reinstate my expired credits in full or refund the equivalent value. As a long-term paying member, I find this situation deeply unfair and wrong.

  

  Business Response

  Date: 01/07/2025

  Hello Chantelle,

  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 09/04/2023 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,

  *******
  

• Initial Complaint

  Date:12/24/2024

  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 have acquired Credit with Justfab after being charged to my credit card their monthly fee on months that I forgot to skip the month. I went to use some of those 9 credits today to find out that ALL OF THEM were removed by JUSTFAB from my account and they claim that all credits expire after 12 months. This was not the terms I signed up with, and most of these credits were from 2022 and only expired in Dec of 2024, so that 12 month expiry thing is clearly a lie. After speaking with customer service I was offered an apology for the "inconvenience" and refused to have my credits (which were acquired by me paying them money for those credits) reinstated. They offered me $80 worth of credits, which hardly makes up for the ***** OF over $400(CAD) worth of charges on my credit card. They claim that an email was sent, but cannot provide a date, or proof that this email was sent, only a statement that "an email should have been sent out". I have proven that I received NO email about credits expiring...I have copies of EVERY EMAIL THEY SENT IN THE LAST 6 MONTHS and NONE are about this new policy as they call it.

  

  Business Response

  Date: 01/01/2025

  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 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,

  *******

• Initial Complaint

  Date:12/24/2024

  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 logged into my account today 12/21/24 and notice that 9 months credits had expired on 12/01/24. I was not given any email notification that my credit will expired. I spoke to customer service they told me they cant do anything because my credits expired. I had been with them since 2012 and they could mail us these kind of changes asking us to accept the new terms and conditions but they didnt. They are just out to steal our money.

  

  Business Response

  Date: 01/01/2025

  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 11/01/2023 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: 01/02/2025

   
  Complaint: 22721983
  
  I am rejecting this response because I have seen them extend credits or refund credits for other members recently. I expect the same especially since the credit expired on Dec 1/2024 and I raised this Dec 21/2024. I need a resolution. 
  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 01/14/2025

  Hello *****,

  Thank you for your response. Unfortunately, we are unable to issue a refund for these credits at this time.

  Best,

  Natasha 

• Initial Complaint

  Date:12/18/2024

  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.

  Here's a rewritten version of your text:I'm warning others about my experience with FUSTFAB (JUSTFAB). I purchased discounted shoes from their website but unknowingly signed up for a monthly shoe club subscription. The company cleverly concealed this information below the visible area of the checkout page, using a deceptive web design tactic known as a "dark pattern."This dark pattern tricked me into subscribing to their monthly service. They charged my ****** account a month later without my knowledge or consent. I disputed the charge, and the case was closed in my favor. However, JUSTFAB refuses to accept the outcome and has denied my request for a refund, even after I canceled my membership.ase status:Closed Thank you for reporting this case. After our review, we found that certain transactions were *************** timeline Dec 12, 2024 You filed a case Dec 12, 2024 This case was closed Case details Case ********************* Seller info:JustFab ************ *************************************************** Date reported:December 12, 2024 Invoice ************* Account changes reported Address was upgraded on 12/12/24 Address was removed on 12/12/24 Transactions not refunded J JustFab Dec 12, Preapproved Payment Transaction ID: ***************** -$49.95 USD Additional Info Note I did not order any product from justfab today Item details Quantity:1

  

  Business Response

  Date: 12/26/2024

  Hello *******,

  Thank you for reaching out to us through the BBB. Our records indicate that a check refund was processed for the chargeback resolved in our favor. Please allow 4 to 6 weeks for delivery.
  
  We appreciate your understanding.

  Best,

  *******