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:01/23/2023

  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 been trying to cancel my membership with Dollar Shave Club since October of 2022. On numerous occasions logged in to my account to cancel - only to have a loading screen load for an eternity. I have contacted them, asking to cancel and have heard no response. I can not at this point even contact the company to cancel. Their business phone number sends you back to a chat bot that gives you a response ticket that is never addressed.

  Business Response

  Date: 01/23/2023

  We responded to your initial request on 11/29 saying "Hey *******,
  
  Thanks for getting in touch. We're sorry to hear that you're leaving the Club. The account associated with the email address you are writing from ************************** doesn't have an active Subscription. This is why the option to cancel online *** not be working. We're sorry for any confusion here.
  
  When searching with your shipping address we located another account under a different email and first name. Is it possible the active Subscription was set up under the name of another member of the household?
  
  As we're always looking to improve our service, if you have any additional feedback regrading the reason for the cancelation please let us know. Looking forward to your reply and any other questions that *** come up.
  
  Thanks,
  ****"
  
  We never got a response to that. We responded to your request today as well. We need more info find the account since there isn't on under the email you contacted us with.

• Initial Complaint

  Date:01/21/2023

  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've tried to cancel my account several different times to no avail I've been charged two times now $45 after my initial contact to the company via email. There is nowhere to cancel. I've done everything right I've clicked on the member settings I've clicked cancel membership every time I click cancel membership it just spins around and takes me back in circles I have tried to chat with the chat pro I've done everything including waste 2 hours of time on their stupid website trying to cancel .this is ridiculous ! I feel like I'm stuck forever because I'm going to be charged another $22 . so I'm going to have to cancel my credit card just to get out of my Dollar shave club account ?that is ridiculous. I feel sick

  Business Response

  Date: 01/23/2023

  We responded to your request via email back on 12/14 asking for more info cause we couldn't find the account under the email ******************** We never got a response from you from that email.
  
  Based on the shipping address provided here, we found the account under ********************** We've cancelled that account today and refunded you for the last order. You should see this refund in your bank statement in a few business days.
  
  

• Initial Complaint

  Date:01/20/2023

  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'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: 01/26/2023

  Business Response /* (1000, 5, 2023/01/23) */
  Looks like the active account is under the email ********************* We have cancelled that account effective today. We're sad to see you go.
  
  We don't see any recent contacts from you.
  
  
  Consumer Response /* (2000, 7, 2023/01/26) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  They got in touch with me through email stating that they just cancelled my subscription. They responded because your company *** was able to get hold of them. I would like to thabk you guys for your immediate help and feedback. It made it less stressful and appropriate action was done. More power.
  
  ***

• Initial Complaint

  Date:01/20/2023

  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.

  DSC charged me for a product that I didn't receive and the shipping status says shipped on a date that was almost a month ago with no other information. The real issue is there is no way to contact customer service other than an automated response. I would like the product I paid for and some sort of response from this company.

  Business Response

  Date: 01/20/2023

  Looks like our colleague ******** responded to your request via email today:
  
  "Hey ****,
  
  This is ******** from Dollar Shave Club following up on your chat. We deeply apologize as we have encountered system outages on our site and high contact volume, but we're working hard to get back to each request as quickly as possible.
  
  I'm also sorry you still haven't received your most recent order. Can you confirm your shipping address, please? Once I have that info, I'll be happy to get this resolved for you right away.
  
  I look forward to hearing from you soon. Please let me know if you need anything further.
  
  Thanks,
  ********"

  Customer Answer

  Date: 01/21/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Although we did receive a response from ******* was not a satisfactory response. It stated they are giving us a credit for items we already paid for almost a month ago and plan to ************* on February 27th. That is when we are supposed to be receiving our next shipment. I see this becoming confusing due to a new charge and the next product ship date. The company should be shipping the product we were supposed to receive immediately not in February with the next order ship date.

  Business Response

  Date: 01/23/2023

  We didn't credit the account. We reshipped the order you didn't get out you. We just used credits to send the order for free. It should reach you in a few business days.

• Initial Complaint

  Date:01/17/2023

  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.

  Have tried to cancel my subscription. Followed directions to do so, and the link just spins and doesn't work. It could not be any more obvious that this company makes every effort to make it extremely difficult to cancel subscriptions. No live help, no phone number, no active link to cancel. This is a crooked and dishonest way to do business. Looking at the reviews left by a multitude of others here, this has been an ongoing issue that the BBB has chosen to ignore solely based on Dollar Shave Club doing "damage control" on the back end, once customers get so frustrated that they report them. I will never do business with this company again, and I will suggest to anyone that will listen that they avoid them as well.
  

  Business Response

  Date: 01/18/2023

  Business Response /* (1000, 5, 2023/01/17) */
  We responded to your request today.
  
  Hey ****,
  
  Thanks for contacting us. It looks like the account under the email ***************** was already cancelled. So if you were logged in to that account trying to cancel, it wouldn't work. I searched your address for another account and found one under the email ********************
  
  I've cancelled that account effective today. We're sad to see you go.
  
  Let me know if you need anything else, I'm always happy to help.
  
  Thanks,
  *****
  
  
  Consumer Response /* (2000, 7, 2023/01/18) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The process to cancel the account is still extremely convoluted and done so very much on purpose. Do better for your customers.

• Initial Complaint

  Date:01/12/2023

  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 but every time I go to the web page to sign in it goes blank. I tried to do the online chat but it is an automated bot that keeps giving suggestions that do not relate to my issue. I sent an email and got an automated response of no help. I'm ok with the starter pack I paid for but I want to cancel the subscription going forward but have been unsuccessful for the last 3 days.

  Business Response

  Date: 01/12/2023

  Business Response /* (1000, 5, 2023/01/12) */
  We found the active account under the email ************************* and have cancelled it today. We're sad to see you go.
  
  
  Consumer Response /* (2000, 7, 2023/01/12) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I was contacted by *** confirming the membership was cancelled. Thank you.

• Initial Complaint

  Date:01/12/2023

  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.

  Order was shipped 12/20/2022, over 3 1/2 weeks ago. Tracking info has not been updated since 12/22. I've reached out to customer service via their online system and get a message saying they are experiencing high volume. Zero updates or responses to my repeated inquiries. There is no phone number to call. I've been a customer for over 10 years and this is the first problem I've had, but the lack of response to my issue has me wondering about the future. I'd like a new shipment sent and if that's not possible, a refund for the order.

  Business Response

  Date: 01/20/2023

  Business Response /* (1000, 5, 2023/01/13) */
  We responded to your request today.
  
  "Hey *******,
  
  Sorry to hear you didn't get your order. I took a look at the tracking for the order and it stopped updated on 12/22 for some reason. I've reshipped the order out to you today. It should reach you in a few business days. Sorry for the delay.
  
  Let me know if you need anything else, I'm always happy to help!
  
  Thanks,
  *****"
  
  
  Consumer Response /* (2000, 7, 2023/01/19) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:01/10/2023

  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.

  I have been trying to cancel my subscription but every time I go to the web page to sign in it goes blank. The app is gone from the App Store. I tried to do the online chat but it is an automated bot that keeps giving suggestions that do not relate to my issue. I sent an email and got an automated response of no help. I want them to stop sending the product and STOP billing my card!

  Business Response

  Date: 01/11/2023

  Business Response /* (1000, 5, 2023/01/10) */
  We responded to your request today:
  
  "Hey *****,
  
  Thanks for contacting us. Sorry to hear you'd like to leave the Club. I've cancelled the account under the email ******************* effective today. We're sad to see you go.
  
  We also refunded you for the last order on 1/8 since you contacted us before that order was billed. You should see this refund in your bank statement in a few business days.
  
  Let me know if you need anything else, I'm always happy to help!
  
  Thanks,
  *****"
  
  
  Consumer Response /* (2000, 7, 2023/01/10) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  They cancelled my account and refunded for the shipment that went out.

• Initial Complaint

  Date:01/10/2023

  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 purchased one of their heavy weighted handles a few years ago and would receive blade orders regularly. I stopped service for a while and restarted it late last year and just re-ordered more blades. Those blades do not match the handle I had been using. Also, the blades order would say they were shipped and it would be weeks to get to me. The biggest thing now though, is I ordered a NEW handle (to be able to use my blades) on December 6th 2022. I paid $12 for this and have received no order confirmation and no update on when I will receive it. It's January 10th 2023. I tried using their website to "find my order" and all of it says orders are processed in 2 days, could take 14 days to receive etc. etc. There is NO number to call. I sent an email yesterday asking for an update on the order and got an auto response about how they have a "high contact volume" and would get back to me soon. That doesn't give me a good feeling about this company anymore... If they can't keep up with order volume anymore, then I want to cancel my membership and get a full refund.

  Business Response

  Date: 01/23/2023

  Business Response /* (1000, 5, 2023/01/10) */
  We responded to your email today:
  
  "Hey *****,
  
  Thanks for contacting us. Sorry to hear you didn't get your handle. I checked the tracking for the handle and it stopped updating on 12/8 for some reason. Here is the tracking for your reference: *********************************************************************************************XXXXXXXXXXXXXXXXXXXXXXXXXX**************************
  
  Sorry again for the delay. Unfortunately, we are now out of stock on that Body Shaver handle. I'd be happy to send you a different handle in its place if you still wanted the handle. Just let me know what color handle you wanted and I'll get it sent out ASAP.
  
  I look forward to hearing back from you soon!
  
  Thanks,
  *****"

• Initial Complaint

  Date:01/07/2023

  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.

  My regular subscription order says, "Delivered on Dec. 17th" but I never received my order. I have tried to contact them MULTIPLE times and all I get is a "We are experiencing high volumes" message. Since their departure from human interaction customer service (i.e. phone call, non-automated emails, etc.) their customer service is absolutely horrible! I have been waiting since Dec 31st, 2022 for an answer to my issue and have received ZERO resolution. We are witnessing the death of a company in my opinion.

  Business Response

  Date: 01/10/2023

  Business Response /* (1000, 5, 2023/01/10) */
  Looks like our colleague *** responded to your email thie morning. Here is their last email to you:
  
  "Hey ****,
  
  Thanks for the quick reply! I've gone ahead and issued a refund of ****** to cover the amount spent on the recent order. It should reflect back on your method of payment within a few business days.
  
  And here's a direct link where you can cancel your subscription: **************************************************
  
  If you need anything else or have any questions in the meantime, please let me know. I'm one email away.
  
  Thanks,
  *****
  
  
  Consumer Response /* (2000, 7, 2023/01/10) */
  (The consumer indicated he/she ACCEPTED the response from the business.)