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:01/07/2023

  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.)

• Initial Complaint

  Date:01/05/2023

  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 have not received my monthly order for November and December. I received a email on 12/14/2022 saying my order has shipped but it was never delivered. My credit card was still charged. The biggest issue for me is that there is no way to contact DSC by phone, email, or chat. None of these means of communication work, even through their web site. I have tried to cancel my monthly subscription but there is no way to contact the company. None of their phone numbers, chat lines or emails are working. They are either a scam outfit or they have gone out of business, but are still charging the credit card accounts monthly. So far they have gotten me for 2 months. My latest attempt to resolve this issue through their web site was on 1/2/2023.

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 5, 2023/01/06) */
  Sorry to hear you didn't get your last 2 orders. We're not seeing any recent support requests from you.
  
  We've gone ahead and reshipped those 2 orders out to you. They should reach you in a few business days.
  
  If you ever need help in the future, feel free to email us at *************************** and our Club Pros will be happy to help.

• Initial Complaint

  Date:01/04/2023

  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 login and cancel my account and have not been able to do so for a few months now. Password ***** function doesn't work, " forgot email" function doesn't work. i keep getting emails stating my next box has shipped. I don't want anymore products from this company. It is IMPOSSIBLE to cancel your account. there is no way to speak to a live person just some annoying message bot. I've seen MANY reports of the same thing on the ***. I cant login because i forgot my password. Cant reset my password ******* the "verification email " is never sent and so I cant even try to cancel my account because I cant login OR SPEAK TO A PERSON. My credit card keeps getting charged with no way to stop it other than filing a dispute with my bank

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 5, 2023/01/04) */
  We don't see any support requests under the email you submitted this report with. We found your account with that email though and have cancelled it effective today.
  
  
  Consumer Response /* (2000, 7, 2023/01/04) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:01/03/2023

  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 put in what ended up being 3 orders which were delivered on December 16, 2022. When I received the order, I realized that I had ordered the wrong razors for the handle that I had paid extra for. I've been contacting them through their online portals since 12/26/2022 and the only response I have received is an auto-generated email. They do not have a phone number or a way to talk to a real person. It seems like it is all bots. All I was looking for was an exchange on the razors since I cannot use them with the handle. At this point, I would like a refund and will send my my products since I would rather not purchase from a company that does not have a real customer service connection.
  

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 5, 2023/01/04) */
  Looks like our team on Facebook responded to your message today and helped you out.
  
  "We just added a $6.00 credit to your Account for the 2nd Razor Cover and sent you 2 packs of Club series 4 Blade blades now. Once they ship, you should see them in 3-5 business days. Feel free to keep the 2nd razor cover on us. Let us know if you need anything else."

• Initial Complaint

  Date:01/03/2023

  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.

  Dollar Shave Club's customer service does not respond to inquiries or requests for help. They have a chatbot on their website which triggers an email case number if the scripted bot can't answer your question, but no one responds to the actual emails (it's been over a week since I reached out).
  
  It's also nearly impossible to cancel your membership on the website since they made their switch to a new set of base products (their Club Series). If you go through your account to cancel (based on their instructions on the site), it just brings you to a page encouraging you to bulk order the old product while it's still available, but it never cancels your membership and there's no CTA to finish cancelling.
  
  After trying all the various reasons for cancelling your account, I finally found one that ACTUALLY cancelled it and didn't bring me to the upsell page for bulk orders.
  
  Dollar Shave Club also recently started hiding customer reviews from their website since making the switch to new products, because the ratings on the new products were so bad (i.e. 2 stars for some of the new Club Series products). So they're misleading consumers, in addition to just providing a poor new product and poor customer service.
  

  Business Response

  Date: 01/18/2023

  Business Response /* (1000, 5, 2023/01/04) */
  We responded to your request today.
  
  "Hey *****,
  
  Thanks for contacting us. Sorry to hear the new Club Series blades didn't work out for you. I see you were able to login to your account and cancel it effective yesterday, 1/3. We're sad to see you go.
  
  Since you didn't like the Club blades, I've gone ahead and refunded you for the last order. 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,
  *****"

• Initial Complaint

  Date:01/02/2023

  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 tried repeatedly over the last month to cancel my membership as I no longer wish to receive any products from Dollar Shave Club. Their customer service is non existent. No phone number available, no email address provided. When you attempt to cancel, it won't go beyond providing a reason for cancelling, just a spinning red wheel. Their chat bot says they will connect with a club pro agent but nothing happens and it disconnects your from the chat after a minute. They will not let you cancel an auto order either but won't let you change it unless you want to add to the order.

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 5, 2023/01/03) */
  We responded to your request today:
  
  "Hey *****,
  
  Thanks for contacting us. Sorry to hear you'd like to leave the Club. We weren't able to find the active account under the email *********************. So if you were logged into that account trying to cancel, it wouldn't work, which is probably why you were running into trouble.
  
  We searched for your address on that account and found the active account under the email ************************ We'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, 2023/01/04) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  IF any further orders appear on my credit card, I will dispute the charges. This is a company with a horrible website and virtually non-existent customer service.

• Initial Complaint

  Date:01/02/2023

  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 ordered my razors on December 10, 2022. The box shipped December 13, 2022. It is January 2, 2023 and I have still not received my razors. I have tried contacting the business through its website with messaging being the only form of contact although it does say I can speak to someone, but there is no phone number listed. When I do use the messaging method, I receive a message saying that they are experiencing high volume and then a ticket is auto created saying they will be in touch with me. I have only received an email confirming they received my inquiry and its just an auto reply saying they haven't forgotten about me. When i track my order is been in transit in Houston since December 24, 2022 with no further details.
  

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2023/01/03) */
  We responded to your request today.
  
  "Hey *****,
  
  Thanks for contacting us. Sorry to hear you didn't get your order. I checked the tracking for the order and it hasn't been updated since 12/24 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, 2023/01/04) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  They are resending my product i ordered december 10, although i believe at this point i should receive the product for free and get a refund from my original order placed on december 10

• Initial Complaint

  Date:12/29/2022

  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.

  On the 27th I only added one razor handle to my order. Somehow 23 handles were added to my box. There was no confirmation on the website when adding, no redirection to review. The website did not even indicate that the ONE razor handle had added to the order. The page froze, so I refreshed tried again and nothing. I disconnected from the browser thinking I could log back in at a later time and add the handle since the website was not working.
  
  Now I received a shipment confirmation. On the 28th With 4 packs of razor blades, 1 shave cream which is correct and 23 razor handles I did not order this quantity and a charge that I did not authorize for $211.00. I could see possibly clicking the page 2 or 3 times when I didn't get a response but I definitely did not select 23 razor handles. I got a confirmation of the 1 razor handle was added and a charge of $50.93. Great I have had a subscription for a long time. The I received an email notice that the box shipped first im scheduled every other month last box in November so why is this shipping now? 2nd issue I was charged $211.00 when I look at the order 23 razor handles are added to my box.
  
  There is no way to call customer service.
  The chat option is automated and will not transfer to a live person. The Email option shows that it is also automated stating there is a delay in response. I found a verification showing only 1 razor handle was supposed to be added to the order. The total, Then what actually shipped and the additional $161.00 unauthorized amount I was charged. There is no way to call customer service the number listed online states its not a line to contact customer service and to email instead. The chat option is automated and will not transfer to a live person. The Email option shows that it is also automated stating there is a delay in response. So I have received zero help & I'm stuck with my bank account being overcharged.
  

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 5, 2023/01/03) */
  Hey ****,
  
  Thanks for contacting us. Sorry about the issues with your order. It does look like there were 23 handles added to the order. I've gone ahead and refunded you for 22 of those handles. You should see this refund in your bank statement in a few business days.
  
  The order was shipped out today, so you will get those handles. We don't accept returns, so feel free to keep some or discard them as you see fit.
  
  Let me know if you need anything else, I'm always happy to help!
  
  Thanks,
  *****

• Initial Complaint

  Date:12/27/2022

  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 purchased 4 items from this company including shaving razors, wipes, and two containers of shave gel. They charged me for all of the items and only shipped the razors and the wipes. I have been trying to contact them regarding this but they refuse to communicate with their customers or respond to any emails. They also do not provide a phone number.
  

  Business Response

  Date: 01/18/2023

  Business Response /* (1000, 5, 2023/01/03) */
  Looks like our team was able to help you our via Facebook messenger on 1/1.

• Initial Complaint

  Date:12/24/2022

  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 ordered Qty 2 of "*************** Blades" and Qty 1 of "*************** Handle". My shipment was delivered to me on 12/16/22, but it did NOT include the "*************** Handle" I ordered! I contacted customer service at Dollar Shave Club, and they just ignored me! Didn't even respond at all.

  Business Response

  Date: 01/18/2023

  Business Response /* (1000, 5, 2023/01/03) */
  We responded to your request via email on 12/28:
  
  "Hey *****,
  
  Thanks for reaching out! This is ***** from Dollar Shave Club, following up on your chat with us. I truly apologize for the delay in our response. We're currently experiencing a higher than normal volume of requests. We're working hard at getting back to everyone in a timely manner.
  
  I'm so sorry to hear you didn't receive the Heritage Handle from your package. Thank you for letting us know! To make this right, I've created a replacement order for your ****************** Handle at no cost. Once it ships out, you'll receive an automated email with tracking information if you'd like to keep an eye on it and after that, it should be there within 3-5 business days.
  
  Please let me know if I can help with anything else, I'm only an email away.
  
  Thanks,
  *******