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:03/27/2023

  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.

  In September 2022 and march 2023 I was billed for a product Ive not received from dollar shave club. Each transaction for $12.81. *** attempted numerous times to make contact with DSC but the number is not good and no one will return my message.

  Business Response

  Date: 03/27/2023

  Sorry to hear you didn't get your order. We've responded to your request today. If you need anything else, please respond to that email and we'd be happy to help. 

• Initial Complaint

  Date:03/27/2023

  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 a dollar shave club member since 2015. I had to order a new handle because mine broke. They sent me a new handle with new and improved blades called the club series. I gave the new blades a couple chances. They gave me really awful razer burn and several cuts on my legs. I never had any issues before. I took photos of my cuts and had to treat them with antibiotic cream. I emailed the company on March 20th and it was difficult to even find where to complain. No response. They shut off all commenting on their ******** page. I went there to read the comments to see if others are having issues. From the comments before they shut them off, there are many complaints. They don't answer the phone or respond to any emails. I have been a loyal customer and loved the blades all the way up until they just changed my blades to the club series. There is no option to get the old ones. I ultimately canceled my subscription. I am afraid if I keep using them I will get a staph or mrsa infection from the cuts. This is a safely issue for many people.

  Business Response

  Date: 03/27/2023

  Sorry to hear about your experience with the Club Series blades. We've responded to your request you sent us 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:03/27/2023

  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.

  Today I received an email saying "We're Having Trouble Processing Your Payment." I logged into the site and tried to examine the payment information -- only to see that it wouldn't let me see it! I tried to email them -- and the email bounced back saying that dollarshaveclub didn't exist! I tried to use the chat, and saw the chat is useless! No matter how I tried to view my payment information, the site would not let me see it! If they had a problem processing my payment, what logic is there by blocking me from seeing what information is registered on the site? And of course, no phone number is listed on the site nor street address! This is unbelievable! If they are making themselves unreachable, I deserve to know it, but if they're out of business, I can go elsewhere. I just need to see which card information is on my account, only the site doesn't let me see it!

  Business Response

  Date: 03/27/2023

  Sorry about that. If you are having trouble contacting us, you can always send us an email to ********************************** and we'd be happy to help. We noticed you were able to login to the account under the email ********************* on 3/24 and update that payment info. If you need anything else from us, shoot us an email at the address above and we'd be happy to assist. 

• Initial Complaint

  Date:03/22/2023

  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 not been able to cancel shipments due to site being down. Received package I didnt need. To return site says contact us. Click on that and it brings up an error screen. No way to contact them. Didnt want to ship back without knowing that I would be refunded. The site needs to allow me to cancel shipping and make returns to unused merchandise.

  Business Response

  Date: 03/22/2023

  Sorry about that. The site is up and running, so not sure why you're running into issues. We've cancelled the account effective today. We're sad to see you go. 

  We also refunded you for the last order you didn't want. You should see this refund in your bank statement in a few business days. We don't accept returns so no need to send the order back to us. 

• Initial Complaint

  Date:03/21/2023

  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.

  DSC has unexpectedly change my regular monthly order without request or notice to products that dont benefit me or can I use and continue to charge my card and not respond to Email request They recently have no way to contact them as their Phone# is not working or any other option available

  Business Response

  Date: 03/21/2023

  Sorry about that. We're not seeing any recent requests from you recently. We would respond if you submitted a request to us. As for the products you got recently. We've sent many emails over the last few months letting members know we were discontinuing the Heritage blades and switching everyone to the Club Series going forward. Which is why you got those new blades and the free handle for the Club blade in your order. If you have any other questions feel free to email our team at ********************************** and we'd be happy to help. 

• Initial Complaint

  Date:03/20/2023

  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.

  I've been trying to cancel my account several times and it is still active. The customer service is non-existent, it will prompt you to cancel online but it just shows a spinning cursor. I want my account canceled and for them to stop charging me. Today, March 19, 2023 I have been trying to cancel by following the directions on their own web site without any success. It appears that their website exists solely to direct customers to non-functioning locations within their own website and then prevent customers from being able to actually cancel the service even though they claim to have a process in place to do so.

  Business Response

  Date: 03/20/2023

  It looks like your active account under is under the email address ***********************************. So if you aren't using that email to login to the account, you won't be able to cancel it. We've cancelled the account under that email address today. We're sad to see you go. You will no longer be billed or shipped anything going forward as well. 

• Initial Complaint

  Date:03/20/2023

  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.

  I've been unsuccessfully attempting to reach a representative from this dollar shave club. I purchased blades from them as I've had an account for 4 years. Same handle same blades the whole time. I added blades to my cart, when they arrived, the blades don't fit my base. Apparently they changed bases so I was trying to go about getting one, to no avail. Only an automated response bot to trigger my stess.. I would like my 30 day money back guarentee for being completely dissatisfied with their product. Also, lack of communication. Thank you for taking the time to hear me and hopefully expose a poorly designed business model. Customers should be able to communicate with a company or service they are paying for. Also, I do NOT give my consent for you to use my personal information to any other service or company aside from DSC and only necessary or pertinent anything regarding this complaint. Thank you.

  Business Response

  Date: 03/20/2023

  Looks like our colleague ******* was able to respond to your request via email today saying: 
  
  "Hey *****,
  
  
  I hope this email finds you well. This is ******* from Dollar Shave Club, following up on your chat. I apologize for the delay in our response, but I'd be happy to help. Upon checking, it looks like your most recent order was the Club Series 6-Blade. In this case, I can help you make an on-demand order for your Club Series Handle and waived the shipping fee for you. Before we proceed, I'll just need you to authorize the charge to your account.
  
  
  Looking forward to your response.
  
  
  Thanks,
  *******" 

  Feel free to respond to that email if you need anything else from us and ******* would be happy to help you out. If you have any questions on your data privacy send an email to *************************************** and our privacy team would be happy to help!

  Customer Answer

  Date: 03/24/2023

   
  Complaint: 19623404
  
  I am rejecting this response because:
  Immediately after receiving said response, I return messaged and yet again have had zero reply. This tells me that the only reason they initially responded is because of the BBB being involved. Hopefully, this opens back up the dialogue. However, why must I go through this essentially, 3rd party company babysitter as opposed to speaking with anyone there directly? My response to ******* was that I'd prefer a refund for the blades which don't fit the original base I purchased 3 years or so ago. They have a 30 day money back guarantee which I feel they were trying to avoid resolving, for whatever reason. The lack of communication lead me to believe that. I don't know, what I don't know. However, any communication on their end would have most definitely helped any assumptions.
  Sincerely,
  
  *******************

  Business Response

  Date: 03/24/2023

  Sorry about that, It looks like you created a new ticket, instead of responding directly to Crisdels response, which then ended up in our queue of tickets as opposed to assigning directly to her. We've sent the response to her today and she should get back to you today. 

  Customer Answer

  Date: 03/25/2023

   
  Complaint: 19623404
  
  I am rejecting this response because:
  I'd still appreciate an immediate removal of all of my personal information and data from their network/database.  Along with the genuine absolute promise that ALL of my personal information and data has been removed and that no 1st, 3rd (2nd, 4th, 5th, 6th etc.) or ANY party have access to my information. IF ANY of my personal information has been given to anyone outside of their company, I'd like to know who so that I may take action if necessary. Thank you. 
  Sincerely,
  
  *******************

• Initial Complaint

  Date:03/17/2023

  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 have my own account with which I have now cancelled for the poor service. There is another account that is constantly being charged at my same address. The email is no longer accessible; therefore, I have seeked to receive email support with a real customer service agent. I have filed to request and no responses after a week. Only the automated email that leads to nowhere. In that time I have been charged and sent another unathorized package. My families other account still to this continues receiving charges and there is no one to help me. I've lost hundreds of dollars on an unnecessary account I have no control over.

  Business Response

  Date: 03/20/2023

  It looks like our colleague ******* D sent you an email on Wednesday asking for more info and we haven't heard back yet. We found a second account under your address using the email ********************** and have cancelled it effective today. You won't be billed or shipped from that account going forward. We also refunded you for the last order on that account since you didn't want it. You should see this refund in your bank statement in a few business days. 

  Customer Answer

  Date: 03/22/2023

   
  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:03/15/2023

  Type:Delivery 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.

  On 3/6/23 I placed an order with dollar shave club. I was billed o 3/6/23. On 3/13/23 sent an email through the contact us page notifying them i have not received my order or confirmation. They still have not updated my order status or responded to my inquiry. I have tried to call thier customer support but only get a busy signal.

  Business Response

  Date: 03/16/2023

  Sorry about that. We responded to your request today. "Sorry for the delay with shipping your order. It looks like the order had a Copper Razor Stand in it. We have discontinued the Copper Stand a while ago, so this could be the cause of the delay. The order was shipped out with the rest of the products minus the stand yesterday and should be reaching you soon". Feel free to respond to the email we sent you and we'd be happy to help out. 

• Initial Complaint

  Date:03/14/2023

  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.

  Their customer service phone number doesnt work. I dont think they even have a customer service department. I had a subscription for two months worth of executive razors and received their garbage club series razors instead. Went on the site and apparently they discontinued the executive because I dont see the blade or razors anywhere anymore. They took it upon themselves to change my subscription and send those out to me which I guess is why they also threw in a club series handle, as if that would **********. Ive had them before, they **** and dont even stay on the club series handle. Will be discontinuing services permanently but I want my money back for these unusable razors.

  Business Response

  Date: 03/14/2023

  Sorry about that. We did discontinue the Heritage blades on 2/6 and have sent Many emails over the past few months letting them know. We don't see any recent support requests from you, so we have nothing to respond to, to help you out. Since you didn't like the Club blades we've refunded you for them. You should see this refund in your bank statement in a few business days.