Complaints
This profile includes complaints for JustFab's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 216 total complaints in the last 3 years.
- 87 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/18/2024
Type:Service or Repair IssuesStatus: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 made and order with them on April 28th. This order never arrived to me. Idk where it arrived but not to me. They did not have signature required or anything on such a large amount. They then refused to give me a refund and only allowed me to have same items shipped, which were no longer needed since they take weeks to arrive in the first place. They then told me I could not return or get refund. They would only allow store credit. Mind you, This all initially happened April 28th, its now July 17th. I have been going in circles with them reaching out to them every other day since the incident for a resolution. I then filed a dispute with my bank. They then told me they could refund me only when dispute was closed. The dispute has been now close for going on 3 weeks. I have documents to prove that. Have sent all documents to them, also had another report on here, where they CLEARLY stated that they would refund me after dispute with bank was closed. fast forward to now, they are still bringing me around in circles saying they are still investigating. They lied on this website on complaint # ******** when they said they would refund me when the dispute was closed. I have been dealing with this issue for 3 months now, and just want my refund.Business Response
Date: 07/18/2024
Hello ******,
Based on the information available, we anticipate that the dispute will be resolved in our favor. As such, we must respectfully deny your request for a refund at this time.
Please note, as outlined in our terms of service, chargeback disputes in relation to product non-delivery claims are not refundable. Specifically:
RISK OF LOSS/TITLE
The risk of loss and title for products purchased on the Site or through the ********* Services passes to the purchaser upon our delivery to the carrier. Replacement of products and credits to your account for shipped merchandise claimed as not received are subject to our investigation. We will adjust your account at our discretion.We understand that this may be disappointing news. If you believe that you are a victim of theft or any other fraudulent activity, we strongly encourage you to contact your local law enforcement authorities to report the incident.
We value your business and are committed to providing the best possible service. If you have any further questions or concerns, please feel free to contact our customer support team.
Thank you for your understanding.
Customer Answer
Date: 07/23/2024
Complaint: 22002826
I am rejecting this response because: I never received my package. You guys were notified IMMEDIATLY about this. You guys refused refund but chose to do reshipment which I did not need anymore since it would take weeks to get to me. I filed a dispute. I also filed 2 BBB complaints regarding this. Its been 3 months. In both complaints with BBB reference number 21898272 and 21846186, you guys said that once the dispute was closed with my bank you guys would refund me via check. I have contacted you guys EVERY single day on your website for the last 3 months. Every single response is different, and false information to me as your customer. Can you please review the responses from the other complaints on BBB you guys sent me. Now your answers are completely different.
Sincerely,
***************************Business Response
Date: 08/01/2024
Hello ******,
Thank you for your patience while we reviewed your case. We apologize for any confusion caused by our earlier response. To clarify, our previous message aimed to explain that once a chargeback is resolved in our favor, any potential refunds are typically processed through a check. However, after a thorough investigation and in accordance with our RISK OF LOSS/TITLE terms of service, we are unable to provide a refund on this order.
Best,
JustFab Team
Initial Complaint
Date:07/15/2024
Type:Billing IssuesStatus: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 some shoes a while back, the service charge was hidden,, and they charged me monthly called them ********************************************************************************************** to get it to stop i cancelled my credit card. i forgot about it for a while until a friend reminded me of it and how they were scammedBusiness Response
Date: 07/18/2024
Hello ******,
Thank you for reaching out through the BBB. Unfortunately, we couldn't locate an account associated with the information you provided. Could you please check if there's another name, email, or phone number linked to the account? Alternatively, we can search using a customer ID, order ID, or the 16 to ******** transaction number found on your statement.
Best,
*******
Initial Complaint
Date:07/09/2024
Type:Billing IssuesStatus: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.
JustFab claims to give memberships to its customers where they get to pay this exclusive price for their products. I first subscribed in 2021, making one purchase and never using it again; I tried to cancel my membership, as they kept charging my debit card $49.95 monthly. I talked to a representative, and they refunded all the money they took from me; however, they never fully unsubscribed me from the membership and, to this day, still charge me. I have been charged $349.65 in the past 7 months that I want refunded because this is ridiculous. I also want my account deleted because i will never use this service again.Business Response
Date: 07/11/2024
Hello *******,
Thank you for reaching out to us through the BBB. We have successfully canceled your membership, and you will no longer be billed.
We have refunded 10 of the 19 credits on your account. Please allow 5 to 7 business days for the refund to be processed. For the remaining 9 credits, due to the time that has elapsed since billing, we are unable to process an electronic refund. However, we can issue a refund via check, which you would receive within 4 to 6 weeks. Please confirm the name for the check and the shipping address, and we will process your request promptly.Best,
*******
Customer Answer
Date: 07/11/2024
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:06/25/2024
Type:Sales and Advertising IssuesStatus: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.
June 22 2024 I placed an order Fabletics after receiving multiple emails from Fabletics to come back and reactivate my VIP account. I went and placed an order then on June 23 2024 morning I found the order had been canceled by looking at my order status not even email. Reached out to a customer representative through their chat and was advised to try a different payment method. **** and reorder everything with a different payment method, found out my order was placed on manual review. When calling customer service they gave me a run around and could not give me a manger or corporate number to expedite this situation as they had over 300 dollars of mine on hold. This was all do to a charge back that I was advised to make through Fabletics because I used afterpay. This was years ago and I have made purchases with them since and never had a charge back. They customer services representative had no information for me. I have spent over hundreds of dollars with this company and to be treated like this for one order and not be given a straight answer. Terrible customer service.Business Response
Date: 06/27/2024
Hello ******,
Thank you for reaching out to us through the Better Business Bureau. We regret to hear about your recent experience.
According to our records, as of June 24th, your account has been reinstated and is now fully operational. Should you have any questions or need further assistance, please don't hesitate to contact us.Best,
*******
Initial Complaint
Date:06/24/2024
Type:Billing IssuesStatus: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.
Hawaii location I paid for 1 item and agreed to a cancle-able subscription, after recieving the item, i tried cancelling and could not get anyone on the phone, customer service was down , but i noticed my bank was declining every month so i didnt bother cancelling until recently the charges have been going through and im being charged $59.95 every month, just contacted them recently and they said that there is no history of charges on my account when i am having charges on my bank. first purchase sep 6, 2023 $26.07 and ***** is telling me that there is nothing they can do for me, i keep being charged every month and there is nothing i can do to stop it because they are saying that i dont have an active membershipBusiness Response
Date: 06/27/2024
Hello ******,
Thank you for reaching out to us via the BBB. Although your inquiry mentions JustFab, it appears that your concern is related to one of our other brands, Fabletics.
We have located your account and successfully canceled your membership. Additionally, the two credits you were charged have been refunded. Please allow 5 to 7 business days for the refund to be processed and appear in your account. If there is anything else we can assist you with, please let us know.
Best,
*******
Initial Complaint
Date:06/17/2024
Type:Billing IssuesStatus: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.
The company has charged my credit card on numerous of occasions after being told cancel the membership. And i never receive the product.Business Response
Date: 06/20/2024
Hello *****,
Thank you for reaching out to us through the Better Business Bureau. Our records indicate that your membership was canceled on June 16, 2024. Unfortunately, a chargeback dispute is currently in place, preventing us from processing your refund at this time. We recommend withdrawing the dispute for a faster refund, or you may wait for your banks decision. If you have any questions, please let us know.
Best,
*******
Initial Complaint
Date:06/14/2024
Type:Product IssuesStatus: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.
June 14, 2024 I requested the immediate cancelation of my JustFab subscription. After making me go through hoops, I was able to cancel ONLY the *** subscription, not full subscription. Meaning, JustFab *** is holding my email address and billing information hostage. The site has locked my PHI and won't allow me to leave the site. I have contacted this company several times and they told me that "guest status" is permanent. That is against consumer laws. Please advise on what can be done.Business Response
Date: 06/25/2024
Hello ********,
Thank you for reaching out through the BBB. After reviewing your account, we noticed that you requested a deletion. Our agents had asked for confirmation but did not receive a response. We apologize for the delay and want to inform you that your deletion request has now been submitted. Your confirmation number is 52PS6G6K. The request will be completed within 45 days.
Additionally, a refund of $39.95 from a member credit has been processed. Please allow 5 to 7 business days for the refund to be completed.
If you have any questions, please don't hesitate to contact us.Best,
*******
Initial Complaint
Date:05/28/2024
Type:Product IssuesStatus: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 tried to cancel this membership with JustFab and FabKids and I they just give me the run around. I don't have time to go rounds with a customer service rep., I just want both subscriptions cancelled. I don't want 50% off my next order or any other deals, I just want to cancel. How do I get this done without spending excessive amounts of time on a chat or a call only for it not to get done?Business Response
Date: 06/04/2024
Hello Hope,
Thank you for contacting through the BBB. Both memberships have been cancelled, you will no longer need to skip the month or be billed. Please let us know if there's anything else we can assist you with.
Best,
*******
Customer Answer
Date: 06/04/2024
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:05/08/2024
Type:Product IssuesStatus: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 had a JustFab account for two years. I have tried closing this account. My husband has also tried closing this account. We have done so several times in the last two years. They have yet to close the account and the account is still active as of today. We have had several unauthorized charges made to our accounts from ******************** that ended up accruing multiple credits with them. I finally ended up spending said credits April 14th 2024. It was 3 separate orders. I received two orders but was missing an order that had multiple items in it. I have called twice, emailed 6 times and went on chat support and spoke to two separate CSRs. The first CSR said the issue would be fixed within 48 hours, that was 6 days ago. Second CSR I spoke to was very rude and refused to help. I want my items I didnt receive replaced, or the credits given back or my money credited back. I also after that part of my issue is resolved want my account to be closed. I no longer want any charges made without my permission and want an apology from the company.Business Response
Date: 05/14/2024
Hello *********,
Thank you for reaching out via BBB. We can confirm that your account was successfully canceled on 05-12-2024. Following a comprehensive review of your order, we have verified with the carrier that the delivery was completed. Regrettably, we are unable to process a refund or initiate a reshipment at this time.
Best,
************;
Customer Answer
Date: 05/20/2024
Complaint: 21671668
I am rejecting this response because, the package was delivered weeks after it had posted as delivered. It was also severely damaged. And after speaking to a representative named **** letting her know (which I have the emails) that the package was severely damaged, there was no offers made to fix the situation. As for canceling, I was never given proof of cancellation after I requested it. And it took me asking 7 different times to have another account closed that I wasnt even aware I had. I was also never given an answer or an apology as to why my bank account was charged by just fab on and off for two years without my permission and authorization. With both accounts now closed, pictures of a very late damaged box and credits left on both accounts-I am not satisfied. I want answers. I want my credits that are still on the accounts credited back to me as i paid for them and I also want the multiple items that were water logged in my late package reshipped.
Sincerely,
*****************************Business Response
Date: 06/06/2024
Hello *********,
Thank you for your response.
An email confirmation is sent upon cancellation. Regarding the credit on your account, due to the time elapsed since the billing date, we are unable to process an electronic refund. However, we can issue you a refund by check.
Please confirm your shipping address for the check, and we will proceed accordingly.
Thank you for your understanding.Best,
*******
Customer Answer
Date: 06/18/2024
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.My confirmed address is ********************************************************************
Sincerely,
*****************************Business Response
Date: 06/25/2024
Hello *********,
Thank you for confirming. Your check request has been submitted, and you can expect to receive it within the next 4 to 6 weeks. If you have any questions, please don't hesitate to reach out to us.
Best,
*******
Customer Answer
Date: 06/25/2024
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:04/24/2024
Type:Service or Repair IssuesStatus: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.
********* often sends me promotional text messages about deals they are running. This weekend I got 3 texts telling me about a limited time promotion for 80% off all items. When I tried to access the deal I wasnt having any success so I called their customer support number. I was told the discount I was referring to was their permanent discount for anyone reenrolling in their subscription service. Since my account is still active I dont have access. I am filing a complaint due to the false advertising of the claims and have included a screenshot to substantiate. This form of advertising seems to be a pervasive part of their business practices.Business Response
Date: 04/30/2024
Hello *****,
Thank you for reaching out via BBB. Upon review, our records indicate that you have two accounts linked to your phone number. Due to one account being downgraded, the *** was inadvertently sent with one of our new VIP offers instead of the intended existing VIP deal. We are actively working on rectifying this error and sincerely apologize for any inconvenience caused. Your understanding is greatly appreciated.
Thanks,
************;
JustFab is BBB Accredited.
This business has committed to upholding the BBB Standards for Trust.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.