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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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:10/18/2023

    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 updated my mailing address in their portal for my account 6 times in the last 6 months. Every time I order from this company, they ship to my old address which is magically restored in my account even though I have removed it every single time. I have contacted the company every time and they refuse to respond.

    Business Response

    Date: 10/18/2023

    Sorry about that. We've responded to your request via email today asking for some more info on the account. Feel free to respond to that email and our Club Pros would be happy to help. 

  • Initial Complaint

    Date:10/09/2023

    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.
    There is no way to contact or get in touch with Dollar shave club to cancel the subscription I've had for 5 years and they don't answer emails

    Business Response

    Date: 10/10/2023

    Sorry about that. We emailed you today asking for more info to locate the account you want to cancel. Please respond to that email with that info and our team would be happy to help. 

  • Initial Complaint

    Date:10/02/2023

    Type:Product 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 never received my order. I have been trying for almost two weeks to ************** or a refund. I have made multiple attempts to contact Dollar Shave Club. They refuse to answer me. I just want my money back

    Business Response

    Date: 10/02/2023

    We responded to your request via email today and have reshipped the order out to you. The original order does show it was delivered. Not sure why it didn't reach you. 

  • Initial Complaint

    Date:09/25/2023

    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 paid 15 dollars for the starter kit and was told it would arrive within 4-6 business days, I ordered on Sunday September 10th, the box was shipped on the 11th of September. 13 days later and no updates, I have filled out a "Contact Us" form on 3 separate occasions and have received no support whatsoever.

    Business Response

    Date: 09/25/2023

    Sorry to hear you didn't get your order. We responded to your request via email today and reshipped the order out to you. If you have any other questions/concerns feel free to respond back to that email. 

  • Initial Complaint

    Date:09/25/2023

    Type:Service or Repair 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.
    ** latest subscription box did not arrive and repeated emails to customer service went unanswered. This is unacceptable and I have canceled my account and would like a full refund for my August shipment which I did not receive.

    Business Response

    Date: 09/25/2023

    Sorry about that. We've responded to your request via email today. If you have any other questions/concerns please feel free to respond back to that email and we'd be happy to help. 

  • Initial Complaint

    Date:09/25/2023

    Type:Service or Repair 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 unable to log in to my account. I have my email address and password written in a physical book, so it's very strange that it won't work. I've tried the "forgot password", I tried all of my different email accounts, in case a change occurred that I didn't write down. The website offers a chat option for help, but it errors out. There is no phone number. I have emailed the company, to no effect.I want to cancel my account, and have no way to do so.

    Business Response

    Date: 09/25/2023

    Sorry about that. We've responded to your request via email today. It looks like there may be a typo in the email on your account. Please respond to that email with additional info and we'd be happy to help you out. 

    Customer Answer

    Date: 09/25/2023

     
    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.

    ***********************

  • Initial Complaint

    Date:09/22/2023

    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.
    Bought the 'starter pack' Aug 29th to try the product. Website claimed delivered in 4-6 business days it is now September 22nd and still nothing. Don't get any confirmation via email for the purchase so don't have a purchase or account number that I can find. Reached out to customer support a couple weeks ago through the website which hasn't been responded too and I can't take a picture of it as it's not in my 'sent' folder as it was sent through the website. I linked a picture of the bank transaction and a picture of when it was shipped via the companies website

    Business Response

    Date: 09/22/2023

    Sorry to hear that. We've responded to your request via email today and reshipped the order out to you. If you have any questions/concerns feel free to respond to the email and we'd be happy to help further. 

    Customer Answer

    Date: 10/01/2023

     
    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

    Package was received, thanks

    Sincerely,

    *****************************

  • Initial Complaint

    Date:09/21/2023

    Type:Product 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 a customer since approx. 2014. Recently, ********************* Club changed its website address to access accoungs. I have tried muliple times to access my account but the website ways it does not exist. Contacted $Shave Club multiple times response is to use the website. Last message from $Shave Club asked if have another email address. I use the current $Shave Club website. Need detailed answers to: 1. Does my account exist? 2. Reason cannot access my account? 3. If cannot access account, how do I cancel account? 4. Direct telephone number and email address with person with actual authority to answer my questions and assist me.

    Business Response

    Date: 09/21/2023

    Sorry for the trouble. As mentioned in the email thread with the Club Pro. The activation emails to activate your account on our new site sometimes have trouble sending to hotmail email addresses. If you have a different email address we can use, we can send the activation email to the new email address and then you can activate the account. We can then change the email back to the hotmail one, once its been activated. 

    Customer Answer

    Date: 09/28/2023

     
    Complaint: 20635687

    I am rejecting this response because:

    I have been a customer for approx. 10 years and did not have an issue until the company revised its website. What specific steps is the company doing to correct this? As of now I am locked out of my account and the company has my credit card information and PII. 

    *****************************

    Business Response

    Date: 09/28/2023

    In the last email we sent, we sent you a temp password you can use to sign in. Once signed in, you can then request an email to reset the password to one of your choosing. We also had our director of the team reach out in case you had more questions/concerns. Feel free to respond to that email and he would be happy to help. 

  • Initial Complaint

    Date:09/19/2023

    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 received a charge for products not ordered and not received.

    Business Response

    Date: 09/19/2023

    It looks like you sent an email to us today. We've responded to your email. You have an active subscription with **, which is why you are getting billed and shipped products. Feel free to respond to that email we sent today with any questions or concerns and we'd be happy to help further. 

  • Initial Complaint

    Date:08/30/2023

    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 cancelled dollar shave club in May. I have sent multiple emails and finally received a messages indicating that my subscription has been canceled. Since then I have received two debit transactions removing money from my checking account, one of which was refunded

    Business Response

    Date: 08/30/2023

    Sorry for the trouble. We've responded to your request via email today. There was a second account for you under a different email address you were being billed from. If you have any other questions/concerns, please respond to the email and we'd be happy to help you out. 

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