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

• 

  Intelligent Beauty Inc.

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

• 

  Just Fabulous

  508 8th ave New York, NY 10018

• 

  Shoe Fabulous

  7201 Intermodal Dr. STE C Louisville, KY 40258

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: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,

  *******

• Initial Complaint

  Date:12/13/2024

  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.

  Money was paid for no services or goods rendered. 2 credits that expired because there was nothing on the site worth buying and 2 credits that became gift cards that are currently unusable as is. Credits paid for prior to the program change also expiring is crazy. Those credits should've been grandfathered in or turned to gift cards.

  

  Business Response

  Date: 12/17/2024

  Hello ******** ,

  Thank you for reaching out to us through the BBB.
  
  All promotional member credits expire 12 months after the date of issuance. According to the updated terms and conditions, which were accepted on your account on 08/03/2023, refunds for those credits are no longer possible due to the age of the initial transactions.
  
  As a courtesy, weve reinstated 2 credits to your account, which will be valid for the next 12 months.
  
  If theres anything else we can assist you with, please dont hesitate to let us know.

  Best,

  *******

• Initial Complaint

  Date:12/11/2024

  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 tried canceling. They refused to cancel my account. I tried in writing which I provided those screenshots. I also tried calling. I cant cancel through the app. They are refusing to cancel my account and they keep charging me every month.

  

  Business Response

  Date: 12/17/2024

  Hello ******,

  Thank you for reaching out to us through the BBB. Were sorry to hear about your experience.
  
  We have located and canceled your account, and weve also processed a refund for the credit. Please allow 5 to 7 business days for the refund to appear in your account. Additionally, we will take appropriate corrective action with the agent who assisted you.
  
  If theres anything else we can help you with, please dont hesitate to let us know.

  Best,

  *******

• Initial Complaint

  Date:12/09/2024

  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 wanted to cancel my membership so went to my profile online. It wont let me cancel on the website. It forces you to talk to an associate via chat. But the line is forever long and if your computer times out youll lose your place in line and have to start over. They make it impossible to cancel. I want my membership canceled without having to wait hours to chat with them about it. Should be a button click to cancel.

  

  Business Response

  Date: 12/12/2024

  Hello ******,

  Thank you for reaching out through the BBB. Weve successfully canceled your membership, so you will no longer be billed or required to skip the month.
  
  If theres anything else we can assist you with, please dont hesitate to let us know.

  Best,

  Natasha 

• Initial Complaint

  Date:12/06/2024

  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'm hoping to get a refund of this amount back to my account. I understand I forgot to skip a month here or there, but I was excited to use my VIP credits for ***** each, as I had 2 of them. I never got an email saying it was due to expire soon, and if so, I would have used them. My credit card at the time was hacked, and I forgot to go in and change some information on my account and others. I was dealing with way more issues at the time, even thinking about $50 to get my other month resolved. As I got online today, I was excited to use these for black Friday and Cyber Monday deals and was told they expired and could not help. Maybe I could help with $15, but I spent $100. I'm sorry, but that is ridiculous. I should be able to help resolve this and give someone back the money they spent, as well as being a valid member for over 10 years now. After this experience, I am canceling my membership with your company and will let everyone know. I am very disappointed in the customer service and cannot help resolve this. I want my refund of this money.

  

  Business Response

  Date: 12/11/2024

  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 08/02/2023 on the account , the reinstatement of those credits is no longer possible due to the age of the initial transactions. For your reference, you can learn more about our terms: ***************************************************

  Best,

  *******

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22624211
  
  I am rejecting this response because: These terms where never emailed to me about the changes in the company policy. How are we to know if things change if not emailed to the consumer rather than expected to look up the terms if they changed. We do not know they changed to look into anything further. I had been a customer for many years like stated and yes time were tough and skipped knowing at some point I would love to use the credits I had stored knowing I was looking for certain items and was not able to find what I would even wear so I continued to store up said credits until finding something I would actually purchase and not just random items. The items sent each month I never liked so no I skipped yet another month to purchase. Then when I finally see something worth it, I logged in to buy and didn't see these credits. I was never informed time was coming up that they even expired. No email sent, nothing. It is just a crappy way to do business and even not simply making it right on the customer. 
  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 12/26/2024

  Hello *****,

  Thank you for your response. The terms were agreed upon and displayed as a pop-up on our website. We also send email reminders regarding the expiration of credits one month prior to their expiration date.
  
  We appreciate your feedback.

  Best,

  *******

• Initial Complaint

  Date:11/26/2024

  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've been a member for several years and was not made clearly aware that VIP credits now expire. I went from saving VIP credits over the years to recently losing the 2 credits I had. When I reached out to JustFab, they only offered $10 for each credit. 80 dollars went down the drain, because of a seemingly sneaky policy change. I checked my emails and have received promotional information, but no notification that my credits would expire.

  

  Business Response

  Date: 12/03/2024

  Hello *******,

  Thank you for reaching out to us through the BBB. As outlined in our updated Terms and Conditions, agreed upon on August 18, 2023, credits expire 12 months after issuance.
  
  As a courtesy, we have reinstated both credits to your account. You will now have 12 months to utilize them.
  
  If you have any additional questions or need further assistance, please dont hesitate to contact us.

  Best,

  *******

• Initial Complaint

  Date:11/21/2024

  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 11/20/24 and notice that 3 months credits had expired. I was not given any email notification that my credit will expired. When I called them today the lady was helpful at. I don't know if she couldn't understand my complaints. 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. Also. i think its a bit fraud going on my account because it is a weird ****** account attached to my profile and I didn't add to it.

  

  Business Response

  Date: 11/27/2024

  Hello *******,

  Thank you for reaching out to the BBB. As outlined in our updated terms and conditions, which you accepted on August 12, 2023, all promotional VIP credits expire 12 months after issuance. While we are unable to issue a refund for expired credits, we have reinstated them as a courtesy. You will now have an additional 12 months to use them.
  
  To clarify, ****** was used for your order placed on February 24, 2023, which automatically saved ****** as a payment method in your wallet.
  
  If you have any additional questions or need further assistance, please dont hesitate to let us know.

  Best,

  *******

• Initial Complaint

  Date:11/20/2024

  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 order several times from the site and my order never arrives to my address . When trying to find information as to why theyre unable to deliver my packages they have not answered, they refuse to put the money of the order that was placed back on my card and told me they can only send me a check that will not get to me in 6 weeks . They never sent the check and the money went to my account as a store credit without my knowledge. They are not returning my money or delivering my orders.

  

  Business Response

  Date: 11/26/2024

  Hello *****,

  Thank you for reaching out to us through the BBB. Were sorry to hear about your experience and appreciate you bringing this to our attention.

  It appears that the carrier may be experiencing difficulties recognizing your address. We are escalating this matter to the appropriate team for further investigation. According to our records, your check was processed today, and you can expect to receive it within the standard 4 to 6-week timeframe.

  We sincerely apologize for the inconvenience this has caused. If theres anything else we can assist you with, please dont hesitate to let us know.

  Best,

  *******