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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:08/13/2022

    Type:Order 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 cannot cancel my membership. The cancellation link on the company's website does not work. Also, the help center chat bot does not seem to be functional.

    The company bills me for blades that are incompatible with all of the razor handles they currently sell. My razor handle broke and I cannot replace it, so I cannot use any of the blades I have purchased.

    Business Response

    Date: 08/16/2022

    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 account, and please know we are here to help.

    Per your request, I have canceled your subscription

    We still offer the ** handle via our website, if you log in.

    Please note, Live **** is only available during business hours. If you ever need assistance, just email us at ***************************

    I've sent out a free ** handle, so you can use up your remaining ******* You'll be emailed tracking for that soon.

    Thanks,
    *****


    Consumer Response /* (2000, 7, 2022/08/15) */
    (The consumer indicated he/she ACCEPTED the response from the business.)
    Thank you.

  • Initial Complaint

    Date:08/10/2022

    Type:Order 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've tried cancelling my subscription and I keep getting deliveries and am charged every month. I try logging on to their website but it does not work. It is blank or it crashes. I would like them to stop delivering and charging me.

    Business Response

    Date: 08/11/2022

    Business Response /* (1000, 5, 2022/08/10) */
    Hey ***,

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

    Per your request, I have stopped your subscription. I'm not seeing any previous log ins to your account and please know you can email *************************** should you need assistance.

    Thanks,
    *****


    Consumer Response /* (2000, 7, 2022/08/10) */
    (The consumer indicated he/she ACCEPTED the response from the business.)
    Apparently they say they will cancel my subscription and stop the monthly charges. Let see if it's true.

  • Initial Complaint

    Date:08/01/2022

    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.
    Been trying to cancel my membership for several months. Followed their steps for how to cancel that they give to you. I can get to the point in my account to click on "cancel membership" then I just get a red wheel and the page never loads. I finally got a "pro" in live chat and was kicked out of chat after giving my address so they could cancel my membership.
    I'm obviously not the only one that can't cancel membership. They make it impossible!

    Business Response

    Date: 08/16/2022

    Business Response /* (1000, 5, 2022/08/02) */
    Hey ******,

    My name is ***** and I'm a Manager here at Dollar Shave Club. I'm sorry to hear about the trouble you had with canceling, and please know we are here to help. We're always standing by to assist and troubleshoot why you are having trouble.

    I see you were able to connect with a Club Pro but then your chat got disconnected. That Club Pro honored your cancelation request, and followed up with you via email.

    Thanks,
    *****

  • Initial Complaint

    Date:07/25/2022

    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.
    Dollar Shave Club does not allow you to cancel account. Product has changed from before and is cheap and unusable. I just want this account cancelled and no longer charged for anything.

    Business Response

    Date: 08/10/2022

    Business Response /* (1000, 5, 2022/07/26) */
    Hey *******,

    My name is ***** and I"m a Manager here at Dollar Shave Club. I'm sorry for any confusion regarding managing your subscription. I took a look, and the reason you are having trouble canceling a subscription is because you do not currently have one. Your purchase via *********************** was set up as a 1 time order, so there is nothing to cancel. I've confirmed you will not be billed further.

    Thanks,
    *****

  • Initial Complaint

    Date:07/22/2022

    Type:Delivery 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 am on an every four month shipment schedule, and I was notified that a package was on the way. UPS is showing a label was created on 7/7/22, but they haven't received it into their system. If there are fulfillment issues or UPS issues, I understand - it's common now everywhere. However, here's the biggest issue: No phone number, and ALL email addresses (***************************, ***************************, etc.) are auto-replying that the inboxes are not monitored. In addition, I have sat on the online chat over a few days with NO response from anyone. So, is this company still in business? I'd like to receive my package and I've liked the products, but this is NO way to run a business. It makes me highly suspicious and I believe there could be something nefarious going on right now (bankruptcy, taking orders with no intention of delivering, etc.).

    Business Response

    Date: 07/27/2022

    Business Response /* (1000, 5, 2022/07/26) */
    Hey ******,

    My name is ***** and I'm a Manager here at Dollar Shave Club. I'm sorry to hear about the shipping troubles you've experienced, and I can assure you we are here to help. We would never accept an order we did not intend to fill.

    It's important to note that Live Chat is only available during business hours. You can leave a message and we'll get back to it usually the next day. Also, there may have been some miscommunication, as *************************** is a monitored email address.

    I took a look and see you were able to connect with a Club Pro and they reshipped your box free of charge.

    Thanks,
    *****


    Consumer Response /* (2000, 7, 2022/07/26) */
    (The consumer indicated he/she ACCEPTED the response from the business.)
    I was contacted immediately after posting this complaint. I will say that they need to review their auto-reply function on their email addresses - **********. had an autoreply, thus prompting this complaint. I am content with the response and the way the company resolved.

  • Initial Complaint

    Date:07/20/2022

    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.
    I've been using *** for many years. In **** I relocated to a new address. Shortly after moving, I stopped receiving my razors. I got an email from the *** to update my mailing address. I did this on their website under my account and thought the problem was solved. It was not! It's been two years since I've received razors. I noticed that *** has been continuing to charge my account this entire time. I logged into my account and saw that they claim the most recent shipment arrived this past ****** ********** I keep checking my mail, and still no ******* It suddenly hit me that the *** has been stealing my money every quarter for the past two years and claiming on their website that it has been ********** The ****** ***** CLUB ****** from its ********** I demand a refund for the past two years!

    Business Response

    Date: 08/03/2022

    Business Response /* (1000, 5, 2022/07/20) */
    Hey *****,

    My name is ***** and I'm a Manager here at Dollar Shave Club. I'm sorry to hear about the shipping trouble you've experienced, and please know I am here to help. We would never want to not deliver a product a Member of ours has paid for.

    Please note, as per our Terms of Service, we require notice within 30 days for reshipment or refunds. That being said, I sincerely want to help.

    I took a look, and as you stated your shipping address was successfully updated on your account. Every 3 months, we have shipped your box to:

    ************************************************
    United States

    If this is correct, I strongly urge you to contact your local postmaster and inquire about the missing boxes.

    We were never contacted about this, so we had no way to know that you were not receiving your box. I'm glad you are making me aware of this now, so I can assist.

    For reference, you can always contact us at ***************************

    I have immediately issued the maximum amount of refunds our payment processor will allow. However, after a year, your funds are no longer in our system and it can not issue a refund back to your card. You will see ****** reflect back to your card in a few business days

    Additionally, I have sent out 4 packs of missing blades. Please contact me as soon as possible at *******@dollarshaveclub.com if they do not arrive. You'll be emailed tracking information to keep an eye on.

    Once again thank you for letting us know, and we appreciate you being in the Club for all these years.

    Thanks
    *****

Dollar Shave Club is BBB Accredited.

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