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:11/14/2024

  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.

  This company continuously has taken $49.95 out of my account for the last 3 months. Ive called them. Ive emailed them. I dont have a stored card. When you call they recognize your calling about the charge and put you in a queue to wait for an hour and hang up before you talk to anyone. Theres not way on the website to remove subscription they say you signed up for. I ordered from them once time and did not sign up for it. Ive called my bank. Ive disputed the charges and they keep doing it. The chat feature on their website never works.

  

  Business Response

  Date: 11/19/2024

  Hello ********,

  Thank you for reaching out to us through the BBB. Were sorry to hear about your dissatisfaction with our membership. Key details about how our VIP Membership works are clearly summarized in your shopping cart before checkout. To complete your purchase, customers must agree to the VIP Membership terms and conditions as well as our site policies.
  
  Our records show that one member credit was refunded through a dispute filed with your bank. The second credit is still pending settlement, and we are unable to issue a refund on our end until the settlement decision is finalized. Please note that your membership has been successfully cancelled.
  
  If you have any further questions, feel free to reach out to us. Were here to assist you.

  Best,

  *******

• Initial Complaint

  Date:10/16/2024

  Type:Order 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 attempted to cancel my account(s) with this business. Although I have been assured the account is cancelled I continue to be charged. I have spoken to them, exchanged emails and ******** messenger for months. Now I would like to cancel both accounts with ********************, have my credits refunded and the last payments refunded to my ****** account.

  

  Business Response

  Date: 10/22/2024

  Hello *********,

  Thank you for reaching out to us through the BBB.
  
  To clarify, there is a second account associated with the email you provided. The account you were previously assisted with has been canceled, and refunds were issued via ****** and check. We have also refunded the charge applied to your account for the month of October and canceled that account.
  
  If you have any further questions, please dont hesitate to let us know.

  Best,

  *******

• Initial Complaint

  Date:10/09/2024

  Type:Delivery 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.

  Been a customer for 10 years+Being g VIP member included points for purchases made which could be used for items and discounts. Membership was ***** per month. If you did not buy or forgot to skip the month they would charge your card on file. These would become credits on your account. Which I had accrued at least 15 member credits. I had also accrued points at least *****. In recent years selection and choices to use points and find items in my size diminished and also my points and just recently all my credits. With no email, no call, messages on the app., or text. All gone. To say I am upset absolutely just that. I would expect after being a long time member something but received nothing. Called their CS they basically gave me no consideration at all. Now with all my credits gone just at a loss. They never asked why are you not using your rewards or credits, I had plenty of items on a saved list to order when back in stock or my size. Like their marketing decisions were my fault. Please help.

  

  Business Response

  Date: 10/16/2024

  Hello Sara,

  Thank you for reaching out to us through the BBB. Promotional Member Credits expire 12 months from the date they are issued. These updated terms and conditions were accepted on your account on 08/02/2023. For your reference, you can view the full terms here: link to terms.
  
  We’ve reviewed your account and show that 8 Member Credits have expired. As a courtesy, we’ve reinstated all 8 of these credits, and you will have 12 months to use them.
  
  If you have any further questions, feel free to reach out.

  Best,

  Natasha

  Customer Answer

  Date: 10/16/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22402739, and find that this resolution is satisfactory to me.  Better than what I received when I called customer service.

  
  I greatly appreciate your assistance.

  
  
  Sincerely,
  
  
  
  Sara Taylor

• Initial Complaint

  Date:10/07/2024

  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 been a JustFab VIP member since December of *****. At $49.99 a month unless skipped I have been auto drafted monthly. I have attached screenshots of the number of times I have been billed as far back as JustFab will show you online. I go to log into my account today and see that of the over 15 of my VIP credits have been expired and basically taken my money without any product being purchased. I reached out to the company chat for details on what the email was that was sent out that these would be expired they said they did not know. I asked for a contact in legal to make sense of this what seems to be stealing of customers money. How can you charge me money and then take my credits before I can use them. Then offer no refund for the money you have charged. Hello *****! You've reached Justfab. Thank you for contacting us. My name is ****. Rest assured that I'm here to help you in any way I can.Thank you, I understand you are missing credits. It seems you credits expired already Credits expire after 12 months of issuance. We have sent you emails to use them, 3 and 6 months before they expire. Unfortunately, we cannot add them back, But what I can do to help you is add 50% off 1 item as a courtesy. Would that be ok with you?So i was paying $40 a month and now you all keep that money without me getting any product? Do you have a email for a legal department at JustFab? Or a phone number to the legal department? No, Im sorry, we don't have a number from a legal department but you can contact us at ************ available 24/7.what would the email title be on this email you send out? Sorry, I don't know that information, *****.Are we still connected? I'm ready to assist you ********** there someone that you could get that information from? with it being something that you send out on the mentioned cadence i would believe someone knows it No, Im sorry, as this is an automated email sent. We don't know which is the title of the email.

  

  Business Response

  Date: 10/09/2024

  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 08/01/2023 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: 10/09/2024

   
  Complaint: 22387658
  
  I am rejecting this response because: How can you charge me for something, deliver no product and then take the money because I have not found anything that I wanted to purchase on your site? When I first signed up with JustFab this is not how it was explained this worked. If I knew this company would just steal my money because I did not find anything in the time that they wanted I would have never signed up for this. 
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 10/16/2024

  Hello *****,

  Thank you for your response. Since you opted into the updated terms and conditions, your credits are now subject to a 12-month expiration period, and email reminders will be sent out to keep you informed. As a one-time courtesy, weve reinstated 15 of your expired credits. Please note that we wont be able to offer another reinstatement in the future. You will have 12 months to use these credits.
  
  If you have any further questions, feel free to reach out.

  Best,

  *******

• Initial Complaint

  Date:10/07/2024

  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.

  Ive been getting charged on my credit card each month by this company, *** never purchased anything from them. Ive called and disputed these charges. I cant get any resolution on there part. I just discovered they all together charged up to ******* on my mission lane credit card . I definitely want reimbursement. Thank you! Its a scam.

  

  Business Response

  Date: 10/09/2024

  Hello Sue Ann,

  Thank you for reaching out to us through the BBB. We’re sorry to hear that you’re dissatisfied with our membership.
  
  According to our records, your membership was canceled on August 17, 2024, and we have successfully refunded 6 member credits to your account. Please allow 5 to 7 business days for the refund to be processed.
  
  Regarding the remaining credits, due to the length of time since billing, we are unable to process them electronically. However, we can issue a check, which will be delivered within 4 to 6 weeks. Kindly confirm if the name and address on your account are accurate, and we will proceed accordingly.Best,

  Natasha

• Initial Complaint

  Date:10/07/2024

  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 placed an order with Just Fab for shoes. They have a hidden addition in their checkout cart for eMagazine subscriptions. There are ads all over the page and I did not see it because there was not a dollar amount associated with the purchase nor a trash icon to delete that addition. I am now receiving emails for eMagazine subscriptions through **** and *********************** that I do not want.When I tried to locate a contact or email to request a cancellation, I could not find anything. It took 30 minutes just to find a generic email. I still cannot find a contact for the companies that are sending me emails for these eMagazines. In this day and age, there are enough scams out there taking your email address and using it to send you unnecessary and solicited emails. It's infuriating that my information is out there without permission, and I do not think it is good business to sneak this type of e-commerce into a shoe order.Please advise.

  

  Business Response

  Date: 10/09/2024

  Hello Lori,

  Thank you for reaching out to us through the BBB. Please note that our magazine offer is entirely optional. To cancel your subscription, you can contact bPrex directly via phone at 888-965-8903 or by email at [email protected].

  We appreciate your feedback and are here to assist with anything else you may need. Please don’t hesitate to let us know if we can help further.

  Best,

  Natasha

• Initial Complaint

  Date:09/27/2024

  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 have been a VIP member with JustFab paying for "credits" monthly since 2013. I also have a second account under the email *************************** I have had these credits in my account to use at my leisure when I am ready to shop. Without any communication, my credits on both accounts have all expired. I last logged in this summer and know that I had credits to use. My account profile shows a new chart that I have not seen in 10 years of being a member that states the "expires on" date is 09/01/2024 for all of my credits. Through their chat system, they told me that the credits do expire and can not be refunded. They also stated that this is NOT a new policy. Previously when I had credits expire, I was emailed and sent an electronic gift card. Both of my accounts have had the credits expired and I have no communication from JustFab about credits expiring. I cancelled my account and will be cancelling my second account once this is resolved. I'd like to be refunded for my expired credits.

  

  Business Response

  Date: 10/03/2024

  Hello Jennifer,

  Thank you for contacting through the BBB. 

  Our updated terms and conditions were acknowledged on both accounts on 08/07/2023 and 08/08/2023. The transition to our new program is contingent upon the member's consent, which is obtained after logging in and accepting the pop-up notification outlining the revised terms. As the credits have now expired, refunds are no longer available or can be refunded. 

  Best,

  Natasha 

• Initial Complaint

  Date:09/03/2024

  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 ordered a pair of shoes on August 2nd & paid through ******* On 08/14, I received an email about shipment delayt. on 09/02, I called about order status. They said it hadn't shipped out. I explained that I had already paid for the shoes & the shipment, ask them to send it, they said they couldn't and that I would need to repurchase the item. They offered to refund the first order, but I expressed my concerns about trusting them to either refund me or ship the shoes again. I pointed out that they hadn't even canceled my order or offered a refund until I reached outif I hadn't remembered placing the order, they would have simply taken my money.After requesting the cancellation of my initial order, I received a confirmation email within 10 minutes, but it contained no additional details. I asked for a refund confirmation, which should have included what I purchased, how much I paid, the refund amount, and the original method of payment, as is standard with every e-commerce site. They claimed they had no way to provide a refund confirmation. I insisted that if they processed the refund, it should be documented.After speaking with the customer service representative and her supervisor (***** and ****), I learned that they were unable to do anything beyond canceling the order. They admitted that they wouldnt have called or canceled the order had I not reached outthis is, by definition, a scam. I paid for shoes & shipping, didn't get either one. Even the shipping is product that I paid for. The only thing they could offer was a ****** transaction number, but everyone knows that ****** transaction numbers are mostly numbers with one letter at the end; all they provided were letters. I suspect the company might be charging people for products, hoping they would forget, or sending cancellation emails without refund information, leading customers to believe theyve been refunded when they haven't. Never called or canceled, they were just going to take my money.

  

  Business Response

  Date: 09/10/2024

  Hello ***,

  Thank you for contacting through the BBB. We are sorry to hear about your order.

  We can confirm that your order has been cancelled. Since it never shipped out, the funds will be reversed to your original payment method. Please allow 5 to 7 business days for the reversal to appear.

  If you have any other questions, feel free to reach out.

  Best,

  *******

• Initial Complaint

  Date:08/27/2024

  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.

  Hello, I ordered from Justfab years ago and signed up for their VIP membership. I ended up returning most of the items and received a store credit. Since then, there were several months where I was charged for a VIP credit. In July 2023, they sent an announcement that all of a sudden all these credits would be VIP credits and expire in 12 months. These were not the terms and conditions when I earned my credits. This is just unethical. Also, I live in ******* where we have protections against expiration of store credits and credit memos. It's wrong that a customer can PAY for credits and a company can decide one day they they'll expire. Over the years I've tried my best to find items I want to buy with the credits I have so I can finally close this account, but have had no success in several years. I'm now against this unethical/illegal clock to order items I dont want or lose hundreds of dollars. I just want the money I paid back, documentation to support the amounts being provided back to me ($ from my returns and the prices of the credits as they changed over the years) and to have my account closed. I have provided my customer ID. Please help!!

  

  Business Response

  Date: 08/29/2024

  Hello ****,

  Thank you for contacting through the BBB. 

  We reviewed your account and confirmed that you were charged for 9 credits, with one used on an order dated 2020-11-24. None of your credits have expired, and weve successfully refunded one credit back to you electronically.

  However, due to the amount of time that has passed since the original billing, the remaining 7 credits will need to be refunded via check. To proceed, please provide us with the name and shipping address where you would like the check to be sent. Once we have this information, the check will be delivered within 4 to 6 weeks.
  

  We appreciate your understanding and look forward to assisting you further.

  Best,

  *******

• Initial Complaint

  Date:07/24/2024

  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.

  OK so I ordered from just fab and they kept taking money out of my account even after I closed my account!!They have taken ****** dollars from me!!

  

  Business Response

  Date: 08/06/2024

  Hello *******,

  Thank you for reaching out to us through the BBB.
  We were unable to locate an account with the charges you mentioned, as the account connected to the email provided does not show any successful billing. To assist you further, could you please confirm the customer ID or provide the correct email address associated with the account in question?
  We appreciate your cooperation and look forward to resolving this matter for you.

  Best,

  ************;