Complaints

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:06/14/2023

  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.

  Dollar Shave Club (DSC), announced, by email, its initiation of a website change on May 18, 2023, at which time I, as a customer, was asked by DSC to sign in to my existing account on the new page. DSC also said it would be mailing refunds of account balances on file at the time of transition (I had such a balance, the amount of which [less than $50] is now unavailable to me due to the website change). I signed in to my account but found only a message saying that I had no subscription with DSC. No promised refund of balance on account has been received after neasrly four weeks. No products have been provided for several months (normally a monthly delivery schedule). I've sent multiple emails--DSC does not provide for telephone contact--seeking information and clarification, over a several-week period. Each of my emails was immediately responded to with an (robo)email stating that DSC is experiencing "heavy communication volume" and would reply to inquiries in the order received, "which can vary by several days". After nearly four weeks, I am sill getting the same response to email inquiries. My complaint(s): 1) DSC, as a going concern(?) is not responding to my inquiries; 2) DSC is not proving the products I have received for many years, and for which I have a balance on account; 3) DSC has not returned the balance on account that its inital communication said it would; 4) DSC tells me in the new website that I do not have a subscription; and 5) DSC fails to provide for any effective alternative means of communications beyond a stone-walled email process.

  Business Response

  Date: 06/14/2023

  Sorry about that. We've responded to your request via email today. If you have any other questions/concerns please feel free to respond to that email and we'd be happy to help/ 

  Customer Answer

  Date: 06/14/2023

   
  Complaint: 20184663
  
  I am rejecting this response because: The response is insufficent because it continues to dodge the legitimate questions I have raised. That response from this morning (amazing how the business replies within a couple of hours when BBB calls and wouldn't reply to me for days or weeks) follows:

  
  DSC Members 9:47?AM (4 hours ago)
  
  to me
  
  Hey *****, 
  
  
  Sorry for the delayed response. It looks like one of our colleagues responded to your 5/21 email last week. Not sure why you didn't get that. I'm happy to help though. 
  
  
  So it looks like your account wasn't moved over to our new site, since there isn't any billing info on the account. Looks like you were using a gift card. As stated in that email we sent a month or so ago, gift cards on the new site will only be applied to on demand orders, not your subscription orders like before. 
  
  
  Also, in that email, we mentioned that anyone with Credits on their account, will be sent an email at a later date with a gift card with the remaining credits on their account. We are still working on getting those emails sent out but you should get it soon so you can use up those credits. 
  
  
  If you wanted to start your subscription back up, you would need to sign up for a new account on our new site. 
  
  
  Since its been a while, if there was anything you wanted in the meantime, before getting that email with the credits let me know and I'd be happy to help/ 
  
  
  Let me know if you need anything else, I'm always happy to help!
  
  
  Thanks, 
  *****
  

  I have already penned a long email back to "*****" pointing out my continuing difficulties and how he still hasn't clearly answered the questions I begn asking long ago. That communication follows: 

  ***********************;<*****************> 10:27?AM (4 hours ago)
  
  to DSC, bcc: *****
  
  
  
  
  
  
  
  Trent, We don't seem to be connecting. 
  
  
  I did receive an email from "Yzza" June 9 instructing me to sign in to my (new?) account (which I'd already done at least three times). Although that was never the problem, I again signed in as instructed and saw, as before, that I had "no subscription". That was the same stone wall I've been hitting since mid-May. The same day, I then got an email asking what I thought of "*********" help. I replied, again on June 9, asking "what help", etc. No reply to that email from DSC. 
  
  
  So if you look at your 'colleague reaching out', I think you'll find that both my initial question and my follow-up questions were, first, not effectively answered, and, second, not replied to at all. Hope that helps with the uncertainty. 
  
  
  I don't understand your second paragraph at all. While it's true that I declined to place a credit card on file (for security purposes), I maintained a relationship with DSC for a decade by the cumbersome gift card process. I believe I had a balance of account when you transitioned your accounting and I understood from your May roll-out email  that would be mailed to me. After receiving no substantive replies to my emails and nothing in the mail, you can understand my concern. Where on the new account is my balance? Where is the record of it being disbursed to me?
  
  
  I don't know what you mean when you say "gift cards on the new system will only be applied to on demand orders...not your subscription orders like before". It seems I either had/have a subscription (prior application?) or I don't (present website). Or did what used to be a subscription stop being a subscription? I signed in to the new system multiple times, as instructed, and arrived at a page that welcomed me by name, but indicated I did not have a subscription on file. So when you say I'd have to sign up for a new account, where did that misfire in the sign-up process I followed (three times)? It appeared to be a hopeless loop: you tell me to sign up; I sign up and see "no subscription", and I get another email saying "sign up". But no one replies to the questions I pose relative to what I'm running into.  
  
  
  But let's deal with the key question I posed that was shunted off, serially, to "high communications volume". If I do not wish to have a credit card on file with DSC (still, for security reasons, I do not) and wish to fund my purchases through a renewal of gift cards, has the new and improved DSC proscribed my participation? 
  
  
  If it has not, then I need to better understand how I can interact with the "new" account I've "created" three times. There once was a phone link one could find by digging deep enough and the gift card process worked fine when someone on the phone could act on the exception.  Now DSC has removed the telephone option and I've been left only with an email option that repeats itself without resolution. 
  
  
  If the gift card option is no longer available, then thank you for the past service; good luck with the new; and please advise as to when the balance on my prior account will be sent to me. Thanks. 
  
  
  *****    

  (No response has been received to this email.)

  ___

  1) The "collegue who reached out" did not answer the questions I was asking and, instead, essentially looped me back into the sign-in process that had already failed to serve me more than once. I replied to the colleague's insufficient communication and, again, got nothing back. Even in the above email, ******* again says that I "would need to sign up for a new account on our new site". And what does one do when that site prevents the sign up? That is precisely the trouble I'm having that everyone at the company ignores while just imploring me to "sign up". The system isn't working and there's no one top speak to by telephone and there's an unresponsive email process.

  2) While the business has lopped communications back through a non-functioning process, they have also avoided discussing the money owed to me, until now, when it remains a 'someday-soon' proposition. . 

  3) It remains unclear  to me (again, something that could have been handled in three minutes on a telephone call) whether what ******* is essentially saying is that the business is changing its accounting policies and that the relationship model I previously maintained with the business is no longer welcome. It depends on what is meant by "on demand" (?) purchses which, so far as I can tell does not add clarity in the context. In my email, I have invited '*****' to clarify precisely that . He seems to be saying that unless I change the way I have done business with the company for a decade, and conform to a newly restrictive business model, that they do not wish to serve me. That's fine and the business is something I'm glad to walk away from if that's the case, but it's something I've been trying to understand during three weeks of obfuscation.  
  

   

  Business Response

  Date: 06/14/2023

  Hey *****,

  I responded to your response a little bit ago with more detail. Please feel free to respond to me with any other questions/concerns. 

  Customer Answer

  Date: 06/14/2023

   
  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. I have further sent an email to ******* at the business, time-stamped 4:17pm PDT, this date, that expresses my understanding of clarified points and, to the extent those are verified to be correct, and I hereby request any such clarification, the matter will stand resolved. 

  My thanks to BBB for enabling meaningful communications. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/12/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reached out 3 times via email, once via instagram comment, and once via instagram DM for help with my order. I tried calling, but the phone number does not work. I cannot use the handles I received and am looking for a replacement or a refund. I purchased two razor handles that are not compatible with the blades I had previously ordered from this company. Please refund me or offer an exchange for these handles.

  Business Response

  Date: 06/13/2023

  Sorry about that. Looks like our team was able to respond to you via Instagram today and was able to help you out. Let us know if you need anything else. 

  Customer Answer

  Date: 06/13/2023

   
  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:06/12/2023

  Type:Product 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 received an email from Dollar Shave Club (DSC) over a month ago that they would have a new website and stating that if I had any gift card credit balance on the account, they would email me a new e-gift card with that amount once the new website is active. I waited a few weeks after they had the new website and never received my credit balance, which was about $50, because I don't remember the exact amount. I tried to chat with them several times, but the chat feature is turned off all the time. I tried to call, and they didn't answer. I emailed them several times about the issue on the following date, and they never responded:5/22/2023 5/31/2023 6/6/2023 I never had any issues with DSC before, and their service is excellent, but something happened, and I want my credit balance back. I tried to place an order with it, and I couldn't. In my last email, I stated that if they don't respond by the end of the week, I will file a complaint with you.

  Business Response

  Date: 06/12/2023

  Sorry about that. We've responded to your request via email today. Please respond to that email with what you were trying to get with those credits and we'd be happy to help. 

  Customer Answer

  Date: 06/12/2023

   
  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:06/12/2023

  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 was a member of Dollar Shave Club for over 10 years and once the quality of the razors changed I decided to attempt to cancel my subscription. After receiving an email stating my next shipment would be sent out soon I attempted to login to my account. I made several attempts to login into my account using my login information used for the past 10 years and each time I received an error message no account found with that email. I contacted customer service four times: twice via the website and twice by sending emails asking for guidance and to make sure the shipment wasnt mailed out as well as my membership cancelled. I received no response and my shipment was mailed out as well as my credit card was charged. I was finally able to access my account after the fact using the same login information used before and the website stated it was having past difficulties logging customers in. Im very disappointed that even to this day Ive received no response to my emails sent more than 2 weeks ago. Again, I attempted on numerous occasions to cancel my subscription in plenty of time before shipment and contacted customer service 4 times with no response.

  Business Response

  Date: 06/12/2023

  Sorry about that. We've responded to your request via email today. If you have any other questions/concerns feel free to respond to that email and we'd be happy to help. 

• Initial Complaint

  Date:06/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have sent Dollar Shave Club several emails to activate my account, as they have instructed for those who were members prior to 5/23/23 They have yet to send me an activation ********* am unable to communicate with anyone at the company. Frankly at this point I would prefer to cancel my membership but I can't communicate with anyone to do that either.

  Business Response

  Date: 06/12/2023

  Sorry about that. We've responded to your request via email today. If you have any other questions/concerns feel free to respond to that email. 

• Initial Complaint

  Date:06/09/2023

  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 cannot access my online account and I cannot get anyone to reply to my emails, the online chat, or FB messages....all of the ways they say to contact them. All I want to do is activate the account because they say their platform has changed, but the email never shows up. They make it impossible to contact anyone. Obviously at this point I just want to cancel since it's clear they don't want my business, but can't even do that.

  Business Response

  Date: 06/20/2023

  Sorry about that. Looks like our team responded to your request via ******** message the other day and was able to help you out. Let us know if you need anything else. 

• Initial Complaint

  Date:06/08/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dollar shave club sent out emails in May stating to activate my account with their new site. I never did and I was charged and shipped a new shipment. I tried to access my account via emailing dsc 5/30, 5/31 asking for a new access email, confirmation that my account/ subscription has been cancelled with no response. I messaged via ******** messenger also. All with no response. I no longer want to do business with this shady, unethical company

  Business Response

  Date: 06/08/2023

  Sorry about that. We've responded to your request via email today. If you need anything else, feel free to respond to that email and our team would be happy to help. 

  Customer Answer

  Date: 06/08/2023

   
  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:06/07/2023

  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.

  I have been a subscriber for a number of years. Recently they changed their product and it is defective. Since they no longer carry the product I like I wanted to cancel the subscription and receive a refund for the last three packs of razors that were defective. The Company doesn't have a ***** number for customer service and only offers chat and email. The chat is a bot that requires you to send an email. I have sent three emails and have not received a response. In addition, I have tried to cancel on the website 4 times but only delays the next shipment even though I have chosen 'cancel subscription'.

  Business Response

  Date: 06/19/2023

  Sorry about that. We've responded to your request via email today. If you have any questions/concerns feel free to respond to that email. 

  Customer Answer

  Date: 06/20/2023

   
  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:06/07/2023

  Type:Product 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.

  They sent me the wrong razor blades, that did not match the handle purchased from them. I've sent numerous emails over the past couple of weeks and not received a single response. They claim to have a 100% satisfaction refund policy but in reality, they are refusing to honor this.

  Business Response

  Date: 06/07/2023

  Sorry about that. Looks like one of our colleagues responded to your request via email today. If you have any other questions/concerns feel free to respond to that email and they would be happy to help. 

  Customer Answer

  Date: 06/07/2023

   
  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:06/06/2023

  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 trying to get in contact with DSC for about a week now but no one has reached out to me. I've sent many emails, messages on ********* but no one has gotten back to me. Customer service is practically non-existent, which is unacceptable for a company providing products. At this rate, I will have to stop using DSC since they have proven to be a company I can't count on, which is unfortunate.

  Business Response

  Date: 06/06/2023

  Sorry for the delayed response. We've responded to your request via email today. If you have any other questions/concerns feel free to respond to that email and we'd be happy to help.