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:06/05/2023

  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 deleted my DSC account sometime in January 2023 because i no longer order their products from them directly now that i can get them from a local store. I received an email on May 30, 2023 for a subscription ORDER #DSC-**-SX-357828 that has a tracking number to my home address. I tried logging in w/ my email and their website said that my email is not associated w/ an account. I have tried contacting DSC through their only three options over the last 5 days. live chat that doesn't connect me to a person just gives general answers to questions, I have had no reply to the email i sent on May 30, 2023, and no reply to the Face Book message I sent June 1, 2023. I found a phone number online for DSC that only had a message to go to their website for the options to contact them. Im very concerned that they were able to charge my credit card for this order which is a new number than what would of been on my account before I deleted my DSC account. I was able to reset my account today and cancel anymore future subscriptions, but they don't allow you to delete your credit card information and only allow you to update it by sending an email. There is also no option to delete your account. I would like to return the order they sent me, be refunded for the order and have my DSC account permanently deleted.

  Business Response

  Date: 06/05/2023

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

  Customer Answer

  Date: 06/05/2023

   
  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:06/05/2023

  Type:Service or Repair 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 at my existing email *********************** telling me i need to Activate my account because of a new website. The activation did not and still does not work. I am told that this email does not exist with an account. I have tried this numerous times. I have used their chat and get no response. Emails go unanswered because they are helping other customers and will respond in a few days. I asked via email to not send a a scheduled order because I was not able to get into my account and the the products. *** sent the order anyway, #***-**-SX-225426. Email confirmation May 26. I have emails sent to *** from May 24 asking to not ship. Did anyway. This issue has been going on since may 15th. *** has no phone number. The one posted on the BBB sight is no longer in service. **************** is non existent. I am not even able to get into the account i have had for about 12 years. If I could this account would be cancelled. it is absolutely ridiculous to not be able to talk to a live person at ***. Quite frankly I do not expect a response from *** based on how they have ignored 20 days of emails, chats and messages. I have sent via email and chat my emails, ( ********************* and ******************* and cell# ************ ) and all I have received is the same answer, we will contact you in a few days. The *** website says response time on messenger and chat should be within hours or at most a few days. this has not been resolved in 20.

  Business Response

  Date: 06/05/2023

  Sorry about that. Looks like one of our colleagues responded to your request via ******** message today. If you need anymore help, feel free to response to that request. 

  Customer Answer

  Date: 06/06/2023

   
  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:06/05/2023

  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 sent this to DSC:I have an issue. I just got an email regarding a shipment that is about to take place. I tried to go on the website and change it. The website needs me to log in. Website says If your account was created prior to May 2023, please activate your account below to create a new password as weve changed our website platform. So I enter my email which was shown in the first picture I provided. And then I get your account couldnt be found. So tell me how the heck I get an email about my accounts shipment with my money linked to it but I DONT HAVE AN ACCOUNT APPARENTLY? My email is g*******@gmail.com and Id like the shipment to be cancelled. Please fix this ASAP so i dont have to dispute this charge thanks This was sent to them on Wednesday. I have not heard anything back.

  Business Response

  Date: 06/05/2023

  Sorry about that. We've responded to your request via ******** message today. Feel free to respond to that with any questions/concerns. 

• Initial Complaint

  Date:05/31/2023

  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.

  Dollar Shave Club changed its website in May. They say they sent out a link to log back into your existing account. I have note received it in any folder. After repeated attempts to get the link with no response from Dollar Shave Club, I cannot cancel my account and they continue to charge me and send monthly product that I do not want. The only way to contact them is by email, to which they NEVER respond. I am now being held hostage to pay for product I do not want because I cannot log in to my account and change it or cancel it! I am frustrated to no end! The only way to not pay them is to close my bank account and that is not happening!

  Business Response

  Date: 05/31/2023

  Sorry for the delayed response. We just responded to your request asking a follow up question. Please respond to that email with any other questions/concerns and we'd be happy to help. 

• Initial Complaint

  Date:05/30/2023

  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.

  Over the last 10 months DSC has been charging me for a subscription as well as additional accessories (handles, etc.). I provided the company proof (emails, back statements, etc.) and once these materials were received I never heard anything again. I will be pursuing with my bank as the the fraudulent charges, and take whatever other measures that they suggest.

  Business Response

  Date: 05/30/2023

  Hey ***************** 

  Sorry about that. It did look like our Club Pro responded to the request back on 2/21 asking for more info and we didn't hear back. I do see you submitted a new ticket. I'm having trouble locating that order from 12/3 is our system, so I will be reaching out to you via the email you left us over the weekend shortly. Please respond to that email with the follow up info so we can look into it further. 

  Customer Answer

  Date: 05/30/2023

   
  Complaint: 20120830
  
  I am rejecting this response based on the following:
  
  (1) The business had ample opportunity to correct their fraudulent behavior after receiving NUMEROUS emails over the last few months from myself.
  

  (2) The tepid response from DSC today offers no proof or evidence that corrective action has been attempted  

  (3) The response to the complaint only offers some vague checks in the mail promise of well send you an email sometime  

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/31/2023

  I sent a new email out to you yesterday with some follow up questions to help us locate the charge you are referring to and the order:

   

  Hey ********,
  
  
  Thanks for contacting us. Sorry for the trouble. I do see our Club Pro tried to reach back out on 2/21 and we never heard back. However, happy to help you now. I was looking into your account from the past ticket you left us, and you showed a screenshot of an order from 12/3 for $28.20. I'm not able to see that order on your account or in our billing system. So i need to more info from you in order to find it.
  
  
  Can you let me know the date of the most recent charge you see from us, the amount of that charge and the last 4 digits and expiration date of the card that was charged. Since you didn't get the order, I'd be happy to send it out to you, I just need to find it first.
  
  
  Sorry again for the trouble. I do see you were able to login to the account and cancel the subscription going forward. We're sad to see you go.
  
  
  I look forward to hearing back from you soon.
  
  
  Thanks,
  *****

   

  Please respond to that email so I can help you out further. 

   

   

• Initial Complaint

  Date:05/25/2023

  Type:Customer Service 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 cannot access my online account and I cannot get anyone to reply to my emails or the online chat, and their phone numbers don't work at all... but somehow they can email me about automatically delivering products and charge my (probably expired) credit card. Their customer service is suddenly NON EXISTENT. They say CONTACT ** and then won't even allow you to contact them.... "Sorry about that. We've updated our website and need you to activate the account to login to the new site. We sent an email to you from ********************************** with the subject line "Your account activation - Our new site is live" within the last few days with a link to activate the account. Just click through that email and you will be able to login. Don't see the email? Please check your spam or other email folders as it could have ended up somewhere besides the inbox. Need ** to resend the email, contact **"

  Business Response

  Date: 05/25/2023

  Sorry about that. We've responded to your request today and have sent a new activation email out to you. If you have any other questions/concerns feel free to respond to that support request we responded to today. 

  Customer Answer

  Date: 05/25/2023

   
  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:05/18/2023

  Type:Order 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 trying to cancel my subscription for months. I have emailed and called the company multiple times with no response. The website does not allow me to access my account (my login information is correct).

  Business Response

  Date: 05/18/2023

  Hey *******, 

  It looks like your active account was under the email *****************. We're not seeing any emails from your under that email or the one you submitted this request with. We do respond to every email that comes to ** so if you left ** an email you should have got a response. 

  I've cancelled that account under the email ***************** effective today. You won't be billed or shipped anything automatically going forward. 

  If you need any more help feel free to shoot ** an email at **********************************

  Thanks. 

  Customer Answer

  Date: 05/19/2023

   
  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:05/16/2023

  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.

  Want to cancel subscription. Orders incorrect, no one to contact to help.

  Business Response

  Date: 05/16/2023

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

  Customer Answer

  Date: 05/17/2023

   
  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:05/10/2023

  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 ordered a handle with my razors. They sent and charged me 8 handles which overcharged me. I only ordered one. I tried to contact the business and they won't get back to me. There customer service is terrible. I can only contact them by email and it's been over a week with no response.

  Business Response

  Date: 05/10/2023

  Sorry for the delayed response. We responded to your request via email today and refunded you for those extra handles. If you have any other questions feel free to respond to that email and our team would be happy to help. 

• Initial Complaint

  Date:05/08/2023

  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 initially signed up to recieve the starter set for $9.99 from Dollar Shave Club on 5/1/23. I recieved my starter set on 5/6/23 and noticed it included everything except the the razor cartridges it was supposed to. I immediately reached out to DSC via the customer support page on the same day and received an automated response that ****** would get back to me. On the morning of 5/8/23 I still had not recieved any response so I sent an email directly to DSC stating I would have to cancel if no one got back to me soon as at this point I was concerned I would be billed for the following shippment that was scheduled for 5/13/23. Still I did not recieve any response and had to cancel my account todsy 5/8/23 to prevent additional billing. I regret spending my $9.99 with this company.

  Business Response

  Date: 05/08/2023

  Sorry about that. We responded to your request via email today. If you need anymore assistance feel free to respond to that email and out team would be happy to help you out. 

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 20033948
  
  I am rejecting this response because:
  

  I would like a full refund of the $9.99.

  
  Sincerely,
  
  *************************************

  Business Response

  Date: 10/26/2023

  We did respond to your request via email on 5/8 and resent the blades out to you. The tracking on our end shows the reshipment was delivered on 5/15.