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:12/23/2022

  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 am unhappy with the new product and have tried to reach DSC for over a week. I went on line to cancel and there is only a plea not to cancel. There should be a way to cancel asap. Thank you
  

  Business Response

  Date: 01/03/2023

  Business Response /* (1000, 5, 2022/12/23) */
  Hey ******,
  
  Sorry to hear those new blades didn't work out for you. I see you got the 6 blade razor in your last order. We also have a 4 blade Club Series razor. Did you want to try those out? If you do I'd be happy to send you some on us to try it out.
  
  I also see you put in another request to cancel your account. I've cancelled the 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,
  *****

• Initial Complaint

  Date:12/22/2022

  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 tried to contact this company and regarding the razors that I do not need anymore. I call I receive the message phone service is busy. I have tried numerous of times to cancel this order. I can not afford the product any longer and wish to stop receiving the product.

  Business Response

  Date: 12/22/2022

  We don't see any support requests from you.
  
  I was able to find the account under the email ************************ I've cancelled that account effective today. You won't be billed or shipped any product going forward.

• Initial Complaint

  Date:12/21/2022

  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 originally opened an account for ********************** Then I started using ************************ There was no way to delete the account information for ********************** so I just left it alone thinking someone would delete it, like normal people do.After being with Dollar Shave since 2015, I decided I did not want to use dollar shave any longer. Now I cannot delete my payment information or change my email to some bogus address, or anything because Dollar Shave never sends a passcode and the information to "cancel your account" per their webpage does not work either. Please delete my accounts. I havent done business with Dollar Shave in years.Thank you

  Business Response

  Date: 12/21/2022

  We removed the payment info for the account under the email ************************ That account is also cancelled as well.
  
  We don't see an account under the emaail *********************
  
  If you need help with your account feel free to email us at ********************************** and we'd be happy to help!

• Initial Complaint

  Date:12/21/2022

  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.

  Would give negative score if I could. This company is filled with crooks. They overcharge and under deliver. All show, no go. They charged me for my order three weeks ago and the order has yet to even ship. The customer service is only open from ******* to ****** mon-thursday. I also have a job (that is more than 16hrs a week. I have no way to contact them during these extremely limited hours. Do not recommend buying anything from them. This is a company that could clearly care less about their customers.

  Business Response

  Date: 12/22/2022

  We responded to the request today.
  
  Hey *****,
  
  Sorry to hear you didn't get the order. I checked the tracking and it stopped updating on 12/8 for some reason. Looks like it got lost in the mail. If you still want this order I'd be happy to reship it out to you today. If not though, no worries, I can just refund you for it. Let me know either way.
  
  I look forward to hearing from you soon!
  
  Thanks,
  *****

  Customer Answer

  Date: 12/24/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  Looks like the package was delivered today. No refund needed. I would recommend exploring alternate shipping services to prevent this from occurring again in the future.

• Initial Complaint

  Date:12/20/2022

  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 have a dollar shave club account and I cannot log in to quit my recurring order for blades. I have looked every where and their is no way to contact this company. I find that very shady.
  

  Business Response

  Date: 12/21/2022

  Business Response /* (1000, 5, 2022/12/20) */
  There are a number of ways to contact us. However, we've cancelled the account effective today. you won't be billed or shipped anything going forward.
  
  
  Consumer Response /* (2000, 7, 2022/12/21) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:12/16/2022

  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.

  My shipment has been lost in the mail for more than two weeks. When trying to resolve the issue DSC only lets you talk to a pitiful chat bot and never a human. They allege after two weeks of waiting to talk to a human that the bot is still trying. Their support system is the worst. After many years of DSC loyalty I'll be finding something new.

  Business Response

  Date: 12/16/2022

  Hey *******,
  
  Sorry to hear you didn't get your order. Looks like the tracking for the order hasn't been updated since 12/1 for some reason. I've reshipped the order out to you today. It should reach you in a few business days.
  
  Let me know if you need anything else, I'm always happy to help!
  
  Thanks,
  *****

• Initial Complaint

  Date:12/10/2022

  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.

  Order states shipped 11/23, still haven't received. Attempted to contact customer service 12/7-12/9 each day with no response and through the site chat tool, during hours of op, and it's radio silence. Looked at ******* today to try and get help there as well, and there are many many customers having the same issue. Where are our orders? Why is no one available during your customer service hours listed on your site?

  Business Response

  Date: 12/12/2022

  Hey ******,
  
  Sorry to hear you didn't get your order. I've reshipped the order out to you today. It should reach you in a few business days.
  
  Let me know if you need anything else, I'm always happy to help!
  
  Thanks,
  *****

  Customer Answer

  Date: 12/12/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Issue will not be considered resolved until I have the order in hand. It's been nearly a month, all in which time they neglected to return any contact attempts through multiple channels (site chat and ******** messenger even during times they were listed as "open", ************* until I filed this complaint. Once the issue is fully resolved (IE my order is here), I will consider this satisfactory. With that said I think the company needs to HEAVILY evaluate it's turnaround time for customer service. 10+ business days with no human contact until a BBB case is file is disappointing at best.

  Business Response

  Date: 03/14/2023

  Looks like we did respond to your request back in December and we reshipped an order out to you on 12/12. The tracking for that order shows it was delivered on 12/28. That reshipment was for the November order. 

  Customer Answer

  Date: 03/14/2023

   
  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. Seems this response from the business/BBB is exceptionally delayed.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/09/2022

  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.

  This appears to be a recent thing, but their customer service is non-existent. I recently attempted to contact them because of an issue w/ my order (missing item). No "club pros" available to chat, and a ticket is opened and I get an email. That's where issues seemingly go to die; I have not gotten word at all from an actual human to solve my issue. At this point, I cancelled my service this morning and I'm trying to get a refund for the box I inevitably never received (even though they say they delivered it). No surprise, I get sent to the email bucket of death.

  Business Response

  Date: 12/09/2022

  We responded to the request today in ******** Message.
  
  "Apologies for the **********************. Definitely not the kind of experience we want our Members to have. We've gone ahead and refunded you $20.47 for your order, so you should see that on your bank statement within a few business days. Please let us know if there's anything else we can help with."

  Customer Answer

  Date: 12/09/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  

• Initial Complaint

  Date:12/09/2022

  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.

  They've been billing me for years despite my payment method expiring. I signed up and hated the razors because they CONSTANTLY fell off while I was using them, but I couldn't cancel my account because I no longer had access to the email address I used to sign up and my password stopped working. The only option was to send a password reset link to an email address that I couldn't login to. In three years, I have not been able to get ahold of an actual customer service agent to cancel my account. I just keep getting chat bots offering to send me a password reset link to an email address I don't have anymore. They have been billing me this entire time and sending razors to an address that I no longer live at, so I haven't even received any product for the money they are withdrawing from my bank account. At this point, I feel their ability to keep me from contacting them has amounted to them stealing my money because I don't receive any product, I don't consent to the charges, and I'm unable to stop them.
  

  Business Response

  Date: 01/13/2023

  Business Response /* (1000, 8, 2022/12/27) */
  We responded to your request on 12/9.
  
  "Hey *********,
  
  Thanks for getting back to me. I found the account and it was still active. I've cancelled that account effective today. We're sad to see you go.
  
  We do have a 30 day refund policy. We won't be able to refund 3 years worth of orders. They were shipped out as normal. We've gone above that 30 day policy though and refunded you for the last 6 orders on the account. You should see these refunds in your bank statement in a few business days.
  
  Then account is cancelled now and you won't be billed or shipped anything from that account going forward.
  
  Let me know if you need anything else, I'm always happy to help!
  
  Thanks,
  ******

• Initial Complaint

  Date:12/08/2022

  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.

  I ordered $49.57 worth of product. The price was deducted from my checking account on 11/17/22. I received *** tracking info on 11/19/22. The shipment has not moved since 11/22/22 per tracking. I contacted *** who said *** innovations need to be tracked by the company you purchase from. I have tried 3 emails, 2 chats and 2 phone numbers for customer service that are out of service or say they are for information only and then they hang up on you. No response to emails or chats on their website. I canceled my subscription but I want a refund for the never received product and I want my cc info deleted from my canceled subscription.

  Business Response

  Date: 12/08/2022

  Hey ******,
  
  Thanks for reaching out to us! I'm sorry for any delay in responses as we're experiencing high contact volume. I also apologize for the trouble with your order, this certainly isn't the experience we would have hoped for. As one of our long-time Members, your feedback and experience is extremely valuable to us.
  
  I've gone ahead and issued a refund amount of $49.57 which should reflect back on your bank statement within a few business days or so.
  
  Please let me know if I can help you with anything else. I'm only an email away.
  
  Thanks,
  Mhyca

  Customer Answer

  Date: 12/10/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  They refunded my money as soon as they received this complaint from the BBB so I accept this response.