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:03/05/2023

  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.

  On March 2nd of 2023 I received my box shipment from dollar shave club. online my account said I would be receiving the executive razor blades, what I recieved were not those but different blades. come to find out dollar shave club had discontinued the other blades without any notice and automatically switched everyone to these new blades. I did not want these new blades as I have tried them before and did not like them however I was charged unwillingly for a product I did not know I was receiving nor want. Ive emailed dollar shave club twice now with no response. I simply want a refund.

  Business Response

  Date: 03/06/2023

  It looks like our colleague ******* responded to your request today and was able to help you out.

  We have sent many emails over the last few months letting Members know we were discontinuing the Heritage blades on 2/6 and all orders after that will come with the Club blades. 

• Initial Complaint

  Date:03/01/2023

  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.

  I contacted DSC via live chat about my missing order. This is to a new address and I didn't receive my items. I was told that I would be refunded the $25 or so but I haven't received any confirmation of this, and my DSC account still shows I was charged for these items. Can I please be refunded

  Business Response

  Date: 03/14/2023

  We checked in our system and the refund was successfully processed on 2/27. If you have any more questions on the refund please email us at **********************************. 

• Initial Complaint

  Date:03/01/2023

  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.

  Dollar Shave Club has claimed to have shipped my last 3 orders on my subscription service and I have never received anything. Ive tried to cancel the service and tried to cancel the payment with no success. I cannot even contact them. They used to be fine but something has happened and I need resolution. Thank you.

  Business Response

  Date: 03/01/2023

  Sorry to hear you didn't get those last 3 orders. They were shipped out and sent to the address we have on file for you. Not sure why they didn't reach you. We'll go ahead and reship those orders out to you. They should reach you in a few business days. 

  We've also cancelled the account effective today, so you won't be billed or shipped anything going forward. We're sad to see you go. 

  Customer Answer

  Date: 03/02/2023

   
  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:02/15/2023

  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 purchased a ***** and body trimmer from Dollar shave in 12/13/2023. I used this trimmer maybe 3 times since I received it. Since mid January I have not been able to use this Dollar shave trimmer because the trimmer will not charge or stay charged. I believe the battery is bad. I've had this trimmer plugged for several days and weeks and the trimmer will not stay charged. I can't contact Dollar Shave to request customer service assistance because their is no way to contact dollar shave customer service. I've been trying to contact Dollar Shave customer service for two weeks now with no luck. So, now I am writing the BBB for assistance. I am requesting a new trimmer or a refund because this trimmer is garbage.

  Business Response

  Date: 02/15/2023

  Sorry to hear about that *******. Can you please send us an email to ********************************** and we'd be happy to help you our with that Electric Trimmer. 

  Customer Answer

  Date: 02/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I do not accept this response because I can not contact Dollar Shave customer service department. I have tried to access the website you provided in your response. I was not successful after several attempts. This is why I contacted the BBB. Dollar Shave customer service department is not available, not able to access, not able to be contacted. I am requesting Dollar Shave to contact me via phone or email so that we can resolve this issue. 
  Sincerely,
  
  *******************

• Initial Complaint

  Date:02/13/2023

  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.

  The company "upgrade" my subscription without notifying me. And there is NO way to cancel my subscription even though the company claim you can do it easily by going to the "membership setting". There is no such thing on their website. Even the link they provided through the chat is perpetually in the loading mode without even without loading any information. This obviously a scam!!

  Business Response

  Date: 02/14/2023

  Your active account was under the email ********************. If you weren't logged in to the account with that email you wouldn't see the Membership Settings option. We've cancelled that account effective today. We're sad to see you go. 

  We've sent 4-5 emails to that email address over the last few months letting you know we will be discontinuing the Heritage blades and switching Members to the Club Series blades on 2/6. 

  If you need any support from us feel free to email us at ********************************** and our Club Pros would be happy to help. 

• Initial Complaint

  Date:02/11/2023

  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 bought razors from dollar shave club thinking it was a one-time thing. I didn't realize it was a subscription service. They have since charged my account 21 dollar 25 cents on two occasions without goods or services being rendered. I want a refund of my money.

  Business Response

  Date: 02/13/2023

  Looks like the customer put the incorrect Zip Code in when they signed up and the original orders were not shipped out. We updated the Zip Code and resent the orders out to them. They show they have been delivered. 

  We are a subsctiption service so when they signed up with the starter set they were signing up for a subscription. The account is cancelled now, as of 2/11, and nothing will be billed or shipped from the account going forward. 

  Customer Answer

  Date: 02/13/2023

   
  Complaint: 19389981
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 02/13/2023

  The excuse they gave was completely wrong, I didnt make a mistake when filling out my information. They dont make it clear its a subscription service and they ended up charging my account for 2 months without receiving anything in return. I didnt even expect to have my account charged after the initial purchase. They basically trick you into purchasing razors and then bill you for subsequent months without telling you that you are subscribed to their service. I am not exactly sure what the service is that they offer that is worth over 20 dollars a month. In my case I got nothing in return.

  Business Response

  Date: 02/13/2023

  The Zip Code entered when Signing up was 02854. We updated the Zip code on 12/21 and reshipped your orders to the correct address. THey show they were delivered on 12/29. 

  When you signed up with the starter set, we mentioned that we are a subscription service and the second box would be billed 2 weeks after signing up, then every 2 months after that. It shows in our terms as well that we are a subscription service. 

  We do have a 30 day money back guarantee, however, we've refunded you the order from 2/11 since you didn't want it. You should see this refund in your bank statement in a few business days. 

  If you ever need help with anything else, feel free to email us at ********************************** and our Club Pros would be happy to help out. 

• Initial Complaint

  Date:02/04/2023

  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.

  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.

  Business Response

  Date: 02/04/2023

  We cancelled ******'s ****** account under the email **************************************************** effective today. We don't see any recent contacts from him. Since he has a ****** account he could have been trying to cancel on the US site and it wouldn't allow him to. The account is cancelled now though and he won't be billed or shipped anything going forward. 

• Initial Complaint

  Date:02/01/2023

  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 contacted Dollar shave club numerous times. My account shows inactive, but then every couple of months they charge my credit card. I can't cancel the account online as the page just reloads with a round scrolling circle. No response to emails. No live human to contact. I haven't received product in over a year and continue to fight this issue.

  Business Response

  Date: 02/01/2023

  Looks like our colleague ****** responded to your request via email today saying:
  
  "Hey ******,
  
  I'm ****** from Dollar Shave Club. My apologies as our Chat Bot wasn't able to assist you. I'm sorry for any confusion, but we appreciate you providing that information. I'll be happy to check on this for you. I'm able to locate your active account under your @yahoo.com email address. If you're unable to access that, we can edit the email on file for you. I'll just need the last four digits of the card on file and the new email address you wish to use.In the meantime, I stopped your subscription effective immediately. You can expect an additional email regarding the cancellation to the email address on file. As a one-time courtesy, I've processed a refund for the amount of $16.96 to cover your last box and should reflect back in a few business days.
  
  We've also had to temporarily close our phone lines, but we're working hard to bring them back as soon as possible. We are still available via live chat and email to handle any of your support needs at this time. Hours of operation and how to get in touch are available on our Contact Us page here: ************************************************************
  
  Please let me know if I can help with anything else, I'm only an email away.
  
  Thanks,
  ******"

  Customer Answer

  Date: 02/06/2023

   
  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:01/27/2023

  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 was advised with the company was switching over to new razors. I took advantage of a deal to purchase new razor and made an additional purchase of several other items. I have been waiting since November it says that my items would ship within a few weeks when I checked back it said that they were experiencing delays. That was at the end of december. It has now been another 30 days and still no shipment no update to the tracking number. You cannot reach anybody over at customer service. Their customer service hours are while everybody else is at work. I just want to know where my shipment is. It's so bad they've sent me out my next shipment with brand new razor blades and I don't have a razor to go with the new style blades.

  Business Response

  Date: 01/30/2023

  Sorry about that. We responded to your request via email on Friday:
  
  "Hey *****,
  
  Thanks for getting back to me on this. I do appreciate you confirming that information. I see your order was shipped on 11/13/22. However, there hasn't been a recent scan of it since 11/15/22. Looks like your order might have hit a snag during its transit.
  
  To make this right, I will be sending a replacement order immediately at no cost. However, our ********* Series Handle and Copper/********* Series Handle are currently out of stock and we're unable to replace them with the same colors. I'll be happy to replace them with a different colors.
  
  You can choose 2 of the following Club Handles below:
  
  Grey/White: ******************************************************************
  Black Smooth: *****************************************************************
  Black Diamond: *******************************************************************
  Body Shaver Handle: *************************************************************************
  
  If you ever need anything else please don't hesitate to ask.
  
  Thanks,
  *****"
  
  Feel free to respond to the email and our Club Pro will be happy to help.

• Initial Complaint

  Date:01/25/2023

  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.

  I've tried unsuccessfully for months to cancel the subscription! The website doesn't work and the chat is always unsuccessful! My husband died over a year ago and they still charge his account!

  Business Response

  Date: 01/25/2023

  We found the account under the email ****************** and have cancelled it effective today. You will no longer be billed or shipped anything from that account going forward.