Complaints
Customer Complaints Summary
- 229 total complaints in the last 3 years.
- 23 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/16/2025
Type:Product IssuesStatus: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.
As of today, we realized we haven't been receiving our shipments. They were going to our old address. We went to log in and couldn't. Dollar Shave Club said it changed their website. Ok. Went to contact them through their site, it referred to "resending the updated website link". Nothing. There is no chat that's working, no response to resetting password and phone number gets us no where. Called our bank to end payment, they can not cancel it because of their coding. Seems shady. We would have to cancel our credit card, seems over kill. I thought companies are suppose to make it easier to cancel subscriptions, this is not. We just want to end our subscription with Dollar Shave Club entirely. Thank you for your time.Business Response
Date: 01/16/2025
Sorry for the trouble. It looks like our colleague Migs responded to your request via email a little bit ago. He cancelled the subscription. If you have any other questions or concerns, feel free to respond to that email thread and Migs would be happy to help with anything else.Initial Complaint
Date:01/06/2025
Type:Product IssuesStatus: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.
Dear Dollar Shave Club,I am writing to express my frustration as a longtime customer regarding unfulfilled orders and the lack of communication about changes to my account.For over a year, I have been paying for products that I never received. This issue began after I moved, and when I attempted to log in to my account to update my address, I discovered that my account was no longer accessible. I later learned that accounts created before May 2023 had been deleted or migrated, yet I never received any notification or instructions about this change.I attempted to contact customer service to resolve the issue, but I was met with further frustration. There was no phone number listed, and the chat option was useless as they were unable to locate my account, confirming it had been deleted.With no resolution from your customer service, I was left with no choice but to contact my bank to stop further payments and request cancelling future withdrawals and a refund for the products I was charged for but never received.I have been a fan of Dollar Shave Club products for years, but this experience has left me deeply disappointed. Please delete my account, stop future withdrawals and provide a refund. ThanksBusiness Response
Date: 01/06/2025
Sorry for the trouble. No accounts were deleted when we switched to the new platform. We just migrated accounts and needed Members to activate the accounts to login. We sent an email to all Members using the email address on the account at the time of migration. Its possible your account is under a different email address if you didn't get the email from us in May of 2023. We tried to locate an account under the email you submitted this to and we don't see an account.
Please send us an email to ********************************** and our Club Pros would be happy to help locate the account and help our with the orders you missed.
Initial Complaint
Date:01/06/2025
Type:Product IssuesStatus: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 several times to cancel my subscription with DSC. I cant get into my acct anymore as I have tried several times. I cannot get an email response from them to cancel. Frustrating!Business Response
Date: 01/06/2025
Sorry to hear you'd like to leave the Club. We're not seeing any emails sent from you using the email address on your account. No worries, we've gone ahead and cancelled the subscription under the email ******************************* effective today. We're sad to see you go. If you need anything else, feel free to send us an email to ********************************** and our Club Pros would be happy to help.Initial Complaint
Date:01/02/2025
Type:Order IssuesStatus: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.
Trying to end contract with them. They will not let me on the website to end contract.Business Response
Date: 01/02/2025
Sorry for the trouble. it looks like our colleague **** responded to your email and was able to help you out. The subscription was cancelled today, we're sad to see you go. If you need anything else, feel free to respond to that email thread and **** would be happy to help you out.Initial Complaint
Date:12/31/2024
Type:Service or Repair IssuesStatus: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 vent unable to access my account to cancel my subscription because it says my password is wrong. I repeated have requested a reset password and never get an emails I have repeatedly requested a response from their chat by providing my email and I never get a response. There is no phone number. There is no human on the chat. They literally are holding my subscription hostage, billing my credit card regularly when I no longer want the pedicure.Business Response
Date: 01/02/2025
Sorry for the trouble. It looks like our colleague ******* responded to your request via email yesterday. The subscription was cancelled on 12/31. We're sad to see you go. You shouldn't be automatically billed or shipped anything going forward.Initial Complaint
Date:12/24/2024
Type:Sales and Advertising IssuesStatus: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 that I was charged for an auto refill order. I had turned this option off and had not received any items for over a year. It stated that I was signed up for every four months for auto refill and would be charged December 24th. When I went to sign in I needed to reset my password and I could not get the site to email me the reset information. When I went to send an email to customer service it would not recognize my email although this is the same email I received the notification from. I find it incredibly sneaky and quite frankly stealing to re-enroll a past client in autofill without their consent and to do so at a time of the year where there may be uncommon charges on one's accounts and maybe some people won't notice.Business Response
Date: 12/26/2024
Looks like our colleague Rayban responded to the email you left us the other day and cancelled the subscription on our end. The subscription was still active, however we were having trouble billing the card on file for the last 4-5 orders. So you haven't been billed or shipped anything for a while. Now that the subscription is cancelled, we will no longer even try to bill the card on file. If you need any other help with the account/subscription, feel free to respond to the email with Rayban and they would be happy to help.Initial Complaint
Date:12/02/2024
Type:Order IssuesStatus: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 multiple times to log in to my account to cancel my subscription. Since my subscription was created before May 2023, I needed to activate my account to create a new password as theyve changed their website platform. After many attempts, I never received an email from them allowing me to access my account, therefore I can't cancel my account. Please cancel my account.Business Response
Date: 12/02/2024
Sorry to hear you'd like to leave the Club. We've cancelled your subscription effective today, 12/2/24. We're sad to see you go.Customer Answer
Date: 12/02/2024
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:11/08/2024
Type:Product IssuesStatus: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.
We moved to a new state so I updated our shipping address on the website. However, *** kept sending my orders to my old address. I tripple checked that I had updated it correctly and it was correct. They took my payment for 2 separate orders so the site is correctly matching my updated billing address to my card, but no matter what I do they will not send it to the updated address. (They take my money no problem--no suprise there). We contacted the resident of our old house and confirmed that my shipments have indeed been showing up there. I tried using the customer support but the only methods they offer are email and chat (no phone). I found a phone number by googling it but that number is a recording directing us to their email or chat. The chat seems to be an AI bot (not a real person), and I got no response from my email (that I am aware of). Despite being a loyal customer for years, I had to resort to permanently suspending my auto- shipments. I hope that they do not continue to bill my card. What a shame. A great company that will be bankrupt and gone within a few months. I wouod like them to refund my money since my old house was in ****** and paying for the new resident to ship it to me will not be worth the shipping cost or their time. I hope DSC refunds my money or sends me the last 2 shipments I never got. But either way they have lost me as a customer for good. My new address is:***************************************************************************************************** I have to shave every day for my job in the military. It is a shame they will lose my business and my wife's business as well.Business Response
Date: 11/08/2024
Sorry for the trouble. It looks like our colleague *** responded to your past email back on 10/3 and we never got a response back. No worries, we've gone ahead and updated the address on your account and sent the 2 orders you missed to the new address today. They should reach you in a few business days. We've also updated the address to the one you posted here. So if you decide to come back to the Club, the address on the account and subscription will be correct. In the meantime, the subscription is cancelled and you will not be billed or shipped anything going forward if the subscription is cancelled.
If you ever need to contact us in the future, you can email us anytime at ********************************** and we will get back to your request as quick as possible.
Customer Answer
Date: 11/13/2024
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:10/30/2024
Type:Product IssuesStatus: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.
Tried to contact Dollar Shave Club to cancel my account. Can't call, email or use customer service to cancel.Business Response
Date: 10/30/2024
Sorry to hear you'd like to leave the Club. We found the account under the email ****************************************** and have cancelled the subscription effective today. You will no longer be billed or shipped anything going forward.
If you need to contact us in the future, you can email us anytime at ************************************************************
Initial Complaint
Date:10/04/2024
Type:Billing IssuesStatus: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 for years, I wanted to end my subscription with this company for over 1 year unable to get a response from company or end subscription, attempted phone calls , emails and using there live chat link with no success, can you please help me cancel this service . Name on account is ******* *****Business Response
Date: 10/07/2024
It looks like our colleague Eric sent you an email this morning asking for more info to find your account. We aren't seeing the account under the [email protected] email. Please respond back to that email and we'd be happy to help get the subscription cancelled for you.
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