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Business Profile

Razors

Dollar Shave Club
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

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 Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/22/2022

    Type:Order Issues
    Status:
    Answered
    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! The option to Pay with PayPal is not even selected. Isn't this stealing??! I have emailed the company and never get a response. There is no phone number on the website and the one I did find is for informational purposes only and it disconnects you. 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: 10/06/2022

    Business Response /* (1000, 5, 2022/09/22) */
    Hey ****,

    My name is ***** and I'm a Manager here at Dollar Shave Club. I'm sorry to hear about any trouble or confusion regarding managing your subscription and please know we are here to help.

    I took a look into this, and it seems you were logging into the wrong account via our website, which is why you were not finding the necessary cancel options.

    Your subscription is registered under ***************** and not **************** Should you log in with ****************** you'll find all you information and Membership Settings.

    Per your request, I have canceled this subscription,
    and removed your payment information. As you were on an every 4 month plan, I have issued a refund for your May box.


    I'm not locating any emails regarding your account in our email system. Should you ever need assistance, we are standing by to help via ***************************

    Thanks,
    *****

  • Initial Complaint

    Date:09/21/2022

    Type:Order Issues
    Status:
    Answered
    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 want to cancel my membership in the Dollar Shave Club. I've followed the steps to do so, multiple times and the website refuses to progress past the "Cancel Membership" field. The screen goes white with a red line spinning in a circle. The "Contact Us" field is nothing more than a robot which sends me back to the "Cancel Membership" This is a bad episode of Groundhog Day. I want OUT!!!

    Business Response

    Date: 10/06/2022

    Business Response /* (1000, 5, 2022/09/21) */
    Hey ****,

    My name is ***** and I'm a Manager here at Dollar Shave Club. I'm sorry to hear about the trouble you have with your subscription management, and please know we are here to help.

    I took a look, and it appears your account was actually registered with a typo in the email, which is why you were having trouble accessing your account. The account was registered under *********************** with the "a" missing.

    Per your request, the subscription has been canceled.

    While our Live Chat only is available during business hours, you can always email us at anytime via ***************************

    Thanks,
    *****

  • Initial Complaint

    Date:09/19/2022

    Type:Billing Issues
    Status:
    Answered
    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 attempted to cancel our subscription to Dollar Shave Club for over a year. My husband logged into the account and canceled, he ******** messaged DSC to cancel, I emailed them to cancel, disputed the charge with my credit card company - each time getting confirmation that the account/subscription had in fact been cancelled - only to still be billed monthly to date. We have now been charged well over $100 for a subscription that we have tried countless times to cancel. More frustrating still, there is no option to speak to a customer service representative over the phone to resolve the issue. At this point, we simply want the account to be cancelled, auto-billing to stop permanently, and get a refund for recent charges.

    Business Response

    Date: 09/30/2022

    Business Response /* (1000, 5, 2022/09/19) */
    Hey *****,

    My name is ***** and I'm a Manager here at Dollar Shave Club. I'm sorry to hear about the trouble with your account, and please know we are here to help.

    Taking a look, the email address registered contained a typo in it. I have made sure this account is now canceled, and issued a year of refunds. That will reflect back to you in a few business days.

    If you ever need assistance, we are standing by at ***************************

  • Initial Complaint

    Date:09/15/2022

    Type:Product Issues
    Status:
    Resolved
    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 member since 2015. I have never had a problem before and i like the products. I have an order that was charged to me but never got delivered and i only want what i paid for or a refund. Problem i have is I've spent a ridiculous amount of time on a chat with a bot that keeps telling me its getting an agent. There is no phone number to call and the chat keeps telling me im disconnected but i have not received and messages from said agent. It looks like people have been able got resolve some of these same issues through here. The order in question is the July Box.

    Business Response

    Date: 09/20/2022

    Business Response /* (1000, 5, 2022/09/19) */
    Hey ****,

    My name is ***** and I'm a Manager here at Dollar Shave Club. I'm sorry to hear your box didn't arrive.
    Please note, our Live Chat is only available during chatting hours X:XX-X:XX PST, but we are available to help anytime by emailing ***************************

    Please know, we've reshipped your box free of charge and you'll be emailed new tracking soon.

    Thanks,
    *****


    Consumer Response /* (2000, 7, 2022/09/20) */
    (The consumer indicated he/she ACCEPTED the response from the business.)
    If the box arrives with the contents that I had ordered it will be good. The web site should be revised if the chat times are only till 2:30 pm pst instead of the 6:00 pm pst states on the website. I also could not find the email address anywhere on the contact us page.

  • Initial Complaint

    Date:09/14/2022

    Type:Product Issues
    Status:
    Resolved
    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.
    The product is ok, but company is not responsive. The handle is not great quality, so the cheaper blades may not be such a great value. It seems that they may have improved their handle, but this has been an issue for many months and they are very hard to contact. Even their contus us on their website does not allow a simple contact.

    Business Response

    Date: 09/22/2022

    Business Response /* (1000, 5, 2022/09/19) */
    Hey ******,

    My name is ***** and I'm a Manager here at Dollar Shave Club. I'm sorry to hear about your handle, and please know we are here to help.

    Please know, you can contact us anytime by emailing *************************** and we are standing by to assist.

    We've sent out 2 new handles, free of charge. You'll be emailed tracking soon.

    Thanks,
    *****


    Consumer Response /* (2000, 7, 2022/09/20) */
    (The consumer indicated he/she ACCEPTED the response from the business.)
    Rapid response and great customer service. I plan to continue doing business with them for years.

  • Initial Complaint

    Date:09/12/2022

    Type:Delivery Issues
    Status:
    Answered
    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.
    just terrible. they allow you to select frequency but auto reup you for a month???? like i wanted it every 4 months? i barely shave once a month. I havent gotten my first box with the handle, etc and they are already reupping me and sending me more? What is going on? i also still get an old roommates boxes with nothing to be able to do with them?
    this really needs to be addressed.

    Business Response

    Date: 09/26/2022

    Business Response /* (1000, 5, 2022/09/13) */
    Hey ******,

    My name is ***** and I'm a Manager here at Dollar Shave Club. I'm sorry to hear about any trouble or confusion with your shipments, and please know I am here to help.

    I see you were able to connect with a ******** via our Live Chat system. They issued a refund and a reshipment to your account.

    As explained, since you ordered a trial set, a full sized version ships out shortly after. However, in this case, your first box was lost in the mail. That is why the ******** reshipped it.

    As far as your roommate, it is the responsibility of the Account Holder to reach out to us or visit the website to adjust their subscription. If you email their information including full name, I'll look into this. I can be reached at ***************************

    Thanks
    *****

  • Initial Complaint

    Date:08/27/2022

    Type:Billing Issues
    Status:
    Resolved
    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.
    Consistently posting an auto pay payment and my product doesn't get shipped. Last one was billed on August 10th 2022 and as of today, August 27th there is no record of ever shipping and customer service is useless.

    Business Response

    Date: 08/30/2022

    Business Response /* (1000, 5, 2022/08/30) */
    Hey *****,

    Sorry to hear about the shipping trouble with your recent box. I see you were able to connect with a Club Pro, and they reshipped it free of charge. If you ever need to contact us in the future, we're standing by to help at ***************************


    Consumer Response /* (2000, 7, 2022/08/30) */
    (The consumer indicated he/she ACCEPTED the response from the business.)
    Thank you

  • Initial Complaint

    Date:08/23/2022

    Type:Delivery Issues
    Status:
    Answered
    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.
    Didn't receive my order in march or may. I way charged $85.06 for product I didn't receive. Dollar shave club Canada has not responded to countless support emails sent nor have I received a refund. Either send my product or give my money back please.

    Business Response

    Date: 10/13/2022

    Business Response /* (1000, 5, 2022/08/24) */
    Hey *******,

    My name is ***** and I'm a Manager here at Dollar Shave Club. I'm sorry to hear about your shipping trouble, and please know we are here to help. I reached out to our Canada team to look into this, and it was discovered that your suite number was not listed on your shipping address. We have updated that for you, and reshipped both boxes free of charge. Those should arrive within a business week.

    It's important to state that we generally only reship within a 30 day window, however we want to help with this one time courtesy.

    We took a look, and could not locate any emails from you. Please note, if you ever need assistance to email us directly at ***************************

    Thanks,
    *****

  • Initial Complaint

    Date:08/17/2022

    Type:Billing Issues
    Status:
    Answered
    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 had a reccuirng membership with Dollar Shave Club but cancelwd over a year ago but still continue to be sent their products. I had to cancel my cars hoping that would resolce the issue but they somehow got my new card information without my consent and they charged my new which I hadn't even acticated yet. I went on their site and submitted another cancelation request. Which cause the orders to stop coming for a while but today I recieved another package. There is no customer service number to call and they have ignored my request of cancelation from over a year ago. I want charges to stop and to be reinbursed for unwanted products and charges to my card.

    Business Response

    Date: 08/29/2022

    Business Response /* (1000, 5, 2022/08/18) */
    Hey ******,

    My name is ***** and I'm a Manager here at Dollar Shave Club. I'm sorry to hear about any trouble or confusion regarding billing and account management. Please know, we are always here to help, and at anytime you can always email us at ***************************

    I looked into this, and can confirm that about a year ago (May 24, 2022) you canceled an account under ******************** However, this was not your active subscription that has been billing you. The account you are actually referring to was registered under ************************* I've reviewed the account history of ************************ and do not see any cancelation requests. I have also searched our email records and can not find any cancelation requests for *************************

    It's important to note that when registering the payment was approved as a reoccurring subscription. Therefor, it will roll over to cards associated with your banking account. This is a feature offered by your card issuer, and can be turned off in the future.

    Per your request, I have stopped your subscription, and you will not be billed any further. Additionally, as per our 30 day refund policy, I have issued a refund for your last box which will reflect back in a few business days.

    Thanks,
    *****

  • Initial Complaint

    Date:08/15/2022

    Type:Order Issues
    Status:
    Answered
    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 out of the dollar shave club shipments. there is NO way to do this; their website goes around in circles. the number listed on THIS website for Dollar Shave Club says "this is an informational phone line only" and goes NOWHERE. I want to opt out of their shipments and I want my credit card taken off their records. I need help in doing this and from the complaints on this site that I see, something should be done to stop them. I've spent HOURS trying to find out how/where to cancel. It's all a dead end. Please help!

    Business Response

    Date: 08/26/2022

    Business Response /* (1000, 5, 2022/08/15) */
    Hey ********,

    My name is ***** and I'm a Manager here at Dollar Shave Club. I'm sorry to hear about the trouble managing your subscription, and please know I am here to help.

    We're always standing by to troubleshoot and assist with anything you need. As mentioned on our voicemail, just send us an email at ***************************

    Per your request, I have stopped the subscription and removed your CC details.

    I've just tested our cancelation flow, and can confirm it is currently operational.

    Thanks,
    *****

Dollar Shave Club is BBB Accredited.

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