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:11/28/2022

  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.

  I was told that my box for November was to be shipped November 14.
  I added some things to the box but not so many items to raise the price to the **** that I was charged. I attempted on the company website to no avail to understand what I ordered.
  The insult to injury is that I have never received the products that I did want. The new handle, the one wipe ********** and the blades.
  The company will not respond to any of my requests. The site appears not to work, and there is no phone number.
  I am going to block Dollar Shave from my credit card information because from my perspective they have stolen **** dollars from me on Nov 14 due to the fact that I have been charged and did not receive the products requested, or an explanation of why it cost so much considering I only ordered three different things.
  I would like the products, or my money refunded and my account cancelled.
  *** **** ** ****** ***

  Business Response

  Date: 11/30/2022

  Business Response /* (1000, 5, 2022/11/29) */
  Hey ****,
  
  Sorry for the delayed response. We had a large unexpected influx of support requests and are working hard to get through them ASAP. After looking at your order I see that it was for 1 pack of Executive blades, 1 Executive handle and 19 packs of One Wipe Charlies. Did you mean to order the 19 packs of wipes? If not let me know and I can help with that.
  
  I look forward to hearing back from you soon!
  
  Thanks,
  *****
  
  
  Consumer Response /* (2000, 7, 2022/11/30) */
  The Dollar Shave Club corrected my order, refunded a significant amount of the original charge for the order, and has shipped my order.
  
  Sincerely,
  ******************

• Initial Complaint

  Date:11/27/2022

  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 have been a loyal customer of Dollar Shave Club for years and have used their merchandise exclusively. However, I did not receive my order this month. They have a link in the email that they send to announce when an order has been shipped. However, that link only shows a screen that says tracking isn't available. I have attached a screenshot of that screen. I wrote to them to ask about my order and received the response for which I have also attached a screenshot that shows exactly their response. I paid for merchandise on time, but I see that guarantees me nothing and I'm only told not to write to them too much about not receiving my merchandise. I wonder if they sent anything if there is no tracking information about a shipment. That information would be available if a shipment had been made.

  Business Response

  Date: 11/30/2022

  Business Response /* (1000, 6, 2022/11/28) */
  Hey *******,
  
  Thanks for contacting us. Sorry to hear you didn't get your order. It looks like it was shipped out on 11/18 but the tracking was never updated. I've reshipped the order out to you today. It should reach you in a few business days. You will get an email with a new tracking link once the order ships out.
  
  Let me know if you need anything else, I'm always happy to help!
  
  Thanks,
  *****
  
  
  Consumer Response /* (2000, 8, 2022/11/29) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I withdrew my complaint. I indicated that earlier. I received my order. Thanks to ****** it's a wonder that we even have **** now.

• Initial Complaint

  Date:11/07/2022

  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 canceled my membership with DSC months ago. Nov 1 I see they charged my card $12.96 anyway. This should be refunded ASAP.Also, I cannot delete my credit card number from this company. Obviously, I need to since they ignore membership cancellations, but their system won't allow it. I demand DSC delete my card number immediately!! This shouldn't even be legal that they can refuse to allow a customer to delete their card numbers. Further, their chat is non-functional and they never respond in 48 hours as they claim. Their FB message system is for decoration only. The Contact Us link goes nowhere. And there is no phone number listed anywhere.

  Business Response

  Date: 03/16/2023

  It looks like our team was able to help you out back on 11/9. The account was still active then, which is why you were billed. We did refund you for that order on 11/9 and removed the payment info from your account. You were able to cancel the account on 11/2, so you won't be billed or shipped anything going forward. 

• Initial Complaint

  Date:11/07/2022

  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've been trying to cancel my membership for over a year now but the Dollar Shave Club makes it impossible to do so. I have followed the instructions to go to membership settings and select cancel membership, but the page just keeps spinning as if it's processing. It never completes so I can give my reason for stopping and actually cancel my membership. I find this very shady and just wrong! What's even worse is I'm being charged by this company on my credit card that I removed from the Dollar Shave account! I have not authorized payments for the product so apparently they have kept my credit card information on file and just continue to bill me! I have emailed the company and never get a response. There is no phone number on the website does not work! There is no option to speak with a live person to get the issue resolved. I want my membership cancelled! I want my credit card information completely deleted from the company so they can no longer use it without my consent! I want my money refunded to me and this company stopped!

  Business Response

  Date: 03/16/2023

  Looks like one of our colleagues was able to help you back on 11/9 and cancelled the account for you. We're sad to see you go and you will no longer be billed or shipped anything going forward. If you need anything else, let us know. 

• Initial Complaint

  Date:11/06/2022

  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.

  Have been unable to cancel a subscription to Dollar Shave Club for past two months. Their website does not allow cancellations. They do not return customer service inquiries. Their automated phone system is nothing but a word salad loop with no assistance.They have a chatbot that dispenses information but no assistance.At this point all they seem to be is a credit card number collecting service, which you can't remove from their possession. It feels like stealing at this point.

  Business Response

  Date: 03/16/2023

  Looks like one of our Club Pros was able to help you out back on 11/12. The active account was under the email ************************. If you were trying to cancel under the other email, it wouldn't have worked since that wasn't an active account. The account was cancelled by our Club Pros on 11/12 and you won't be billed or shipped anything going forward. We also removed the billing info from the account as well. 

  Customer Answer

  Date: 03/16/2023

   
  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:11/03/2022

  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 used to be a ********************************* I canceled my membership months ago everything seemed fine and then today I noticed they were taking money out of my account again I went to their site to make sure I was still not a member anymore it says I am not a member anymore but yet there's still trying to get money out of my account please stop the membership and refund my money Going to try to upload 2 photos 1 from my bank showing the date that they are taking the money out and another picture showing on their site where I am no longer a member

  Business Response

  Date: 03/16/2023

  Sorry about that. We do see two accounts for you. One under the email ********************* and the other under the email *********************. However, both these accounts have been cancelled for a little bit and nothing has been billed or shipped out from them recently. If you were billed, it means there is another account out there somewhere. Can you send us an email to ********************************** with a screenshot of your recent charge from us and we can look into it further if you were billed recently? Look forward to hearing from you soon. 

• Initial Complaint

  Date:11/02/2022

  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 have been trying to cancel my account with Dollar Shave Club for months. There is no way to cancel it. All you can do is talk to a bot and no one ever contacts you after you ask them to. The bot says you will be contacted in ************************************* It shows no billing info and no option to cancel on my account page. There is no phone number to call and speak to a live person. I just want you them to cancel my subscription and stop charging my card.

  Business Response

  Date: 03/16/2023

  It looks like one of our Club Pros responded to your request back in November and cancelled the account under the email ******************* effective 11/9. Nothing has been billed or shipped out from that account since. If you are still getting billed by us, it means there is another account out there. If this is the case please send us an email to ********************************** and we'd be happy to look into it further. 

• Initial Complaint

  Date:10/31/2022

  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.

  Trying to cancel for months now and it won't let me.
  

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 8, 2022/11/16) */
  Taking a look, you were able to connect with a Club Pro who stopped your subscription

• Initial Complaint

  Date:10/27/2022

  Type:Sales and Advertising 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 cancelled my subscription and received an email to confirm a new order. When I tried the website, live chat, and phone number, all were computers and couldn't reach a person. Then my card was charged with no order number or transaction history to obtain because no one answers. I believe this company has been fraudulently charging former members after becoming a brand and not a company. I am in touch with my banking institution to have the charges reversed and the company reported for fraud. They went to selling in retailers and began taking advantage of payment information they kept while being an online company.

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 8, 2022/11/16) */
  We are still a fully functioning online company, who also sells in retail. There was no previous cancelation on this account. Once contacted, we canceled, refunded, and removed your account.

• Initial Complaint

  Date:10/05/2022

  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 NEVER subscribed to or provided my credit card info to this company!
  I began getting a charge ********** in September. I filed a fraud claim and had my account closed! In October I had another charge post to the new account! I am unable to establish contact with this company by phone! I suspect the fraud department is having similar issues with contacting them to resolve this issue. How did they get my credit card info? They need to cease & desist!
  

  Business Response

  Date: 10/06/2022

  Hey ******,
  
  My name is ***** and I'm a Manager here at Dollar Shave Club. I'm sorry to hear about the trouble you've been having regarding charges from Dollar Shave Club. Please know, we take all fraud claims very seriously, and I am dedicated to assisting you with this. Any fraud committed hurts us as a company, and even more importantly, it hurts you.
  
  We always recommend that you immediately alert your card company's fraud team if your card is ever compromised. I'm glad you have already taken this important step. However, it's important to share with them that the type of charge being made is a subscription, so they must take further steps to assure it doesn't "roll over" to your new card.
  
  In order to locate these charges in our payment system so we can put a stop and refund them, we'll need some further information. I'll be reaching out to you personally, so we can get this taken care of as quickly as possible. In the meantime, you can always contact me directly at ***************************************.
  
  Once again, I am sorry to hear about this fraudulent activity on your account, and I appreciate you giving us a heads up about this so we can take action.
  
  Please be on the lookout for my email, and I look forward to speaking with you soon.
  
  Thanks,
  *****
  
  

  Customer Answer

  Date: 10/10/2022

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

  Business Response

  Date: 10/10/2022

  Business Response /* (1000, 5, 2022/10/06) */
  Hey ******,
  
  My name is ***** and I'm a Manager here at Dollar Shave Club. I'm sorry to hear about the trouble you've been having regarding charges from Dollar Shave Club. Please know, we take all fraud claims very seriously, and I am dedicated to assisting you with this. Any fraud committed hurts us as a company, and even more importantly, it hurts you.
  
  We always recommend that you immediately alert your card company's fraud team if your card is ever compromised. I'm glad you have already taken this important step. However, it's important to share with them that the type of charge being made is a subscription, so they must take further steps to assure it doesn't "roll over" to your new card.
  
  In order to locate these charges in our payment system so we can put a stop and refund them, we'll need some further information. I'll be reaching out to you personally, so we can get this taken care of as quickly as possible. In the meantime, you can always contact me directly at ****************************
  
  Once again, I am sorry to hear about this fraudulent activity on your account, and I appreciate you giving us a heads up about this so we can take action.
  
  Please be on the lookout for my email, and I look forward to speaking with you soon.
  
  Thanks,
  *****
  
  
  Consumer Response /* (2000, 7, 2022/10/10) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

  Customer Answer

  Date: 10/16/2022

  My email replies to this company are being rejected! I continue to receive charges to my credit card!
  ***** asked for my first & last digits of the credit card. My responses are rejected.
  

  Business Response

  Date: 03/10/2023

  Sorry about that ******. I'm not seeing anything in our system under your name. I need some more info from you to look into this. Please send us and email to ********************************** and ask to speak with *****. I;m the director on the team and would be happy to help you figure out what is going on. I look forward to hearing from you soon.