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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:08/15/2023

    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.
    The razors are fine. I used them for several years but now find that there are other options I prefer. The customer service is horrible. I cancelled my subscription in June and have been billed twice since then. I contacted the company through all three options given - there is no way to call - and have gotten zero responses.

    Business Response

    Date: 08/15/2023

    Sorry about that. We responded to your request via email today asking for some more info. Please respond to that email when you get a chance and we'd be happy to look further into this for you. 

    Customer Answer

    Date: 08/25/2023

     
    Complaint: 20470731

    I am rejecting this response because:

    Their answer to me was that I must have another account under a different email address and they could not find it. They asked for additional addresses or email addresses - neither of which I have. They asked for pictures of the charges from my bank statements.  I responded with the information they asked for and received no further response. 

    Sincerely,

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

    Business Response

    Date: 08/25/2023

    I just sent you a follow up email. We don't see your response to ** with the screenshots, so we had nothing to respond to. If you can try to resend it on that same email thread, we can look into it further. 

  • Initial Complaint

    Date:08/14/2023

    Type:Sales and Advertising 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.
    My BBB complaint: ************ will not let me cancel my subscription!! Isn't that illegal?!? I've tried the website and got the errors in the screenshot I'm including. I tried their chat box. I tried emails to the address given. I tried ******** messenger AND I tried commenting on their social media posts!! The is no phone number and no other way to cancel!! Just for the record, here's why I was cancelling: "After years of subscribing to DSC, I've discovered that I can buy these as needed, significantly cheaper on Amazon. I'm ****** to be quite honest. What's the point of the subscription? I pay $13+ to get 4 refill blades. On Amazon, I can get 8 for $15-16 bucks whenever I want or need. Shipping is free, I can usually get same-day or next & there's no risk of a phantom charge if I forget to pause subscription! DSC doesn't even have the newsletters anymore, which was at least a unique aspect of the subscription. I also hate the phasing out of handles they do randomly just to increase sales temporarily."

    Business Response

    Date: 08/14/2023

    Sorry about that. Not sure why you were getting that error message when trying to cancel. We will have out tech team look into it. In the meantime, we responded to your request via email today and have cancelled the subscription. We're sad to see you go. 

    Customer Answer

    Date: 08/14/2023

     
    Better Business Bureau:

    The business has canceled my subscription in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  • Initial Complaint

    Date:08/14/2023

    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.
    Ordered product based on estimated shipping. Product arrived two weeks late. Attempted to track product and no details were provided. Attempted to contact company and received no response. The method of shipping has shipment tracking baked-in and was not provided.

    Business Response

    Date: 08/17/2023

    It looks like our colleague *** responded to your request via email on Monday. If you have any other questions or concerns feel free to respond to that email and our team would be happy to help. 

    Customer Answer

    Date: 08/17/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is neutral to me - will never engage in business again with DSC as they have demonstrated they're not interested in remedying the system failure that led to the complaint. All you need to do is provide tracking. 

    Sincerely,

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

  • Initial Complaint

    Date:08/14/2023

    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.
    Date of transaction started in January of 2023(which was just recently found out) about two or three years ago. I was with an ex partner of mine, and I purchase something for him from Dollar Shave Club, using my PayPal. I have not been with this partner for about two years now. On 11 January this year 2023. I woke up to an email from PayPal and it was a Receipts from Dollar Shave Club. and an order being shipped to my exes house so being confused I reached out to my ex and asked him of course if he was using my PayPal which didn't make sense because he would need my password and he said no he was also curious why he was getting dollar shave club every other month he just assumed maybe he did it and forgot but he could not log onto his account. So as we were having this conversation, I checked my bank statements and unfortunately, I wish I seen them sooner, but they have been taking out $11.13 every other month so January March May and July were taken out of my account without my knowledge. I never signed up for a subscription or renewed any subscription, considering I haven't spoken to my ex-boyfriend in well over a year I never received any other shipping notifications for the packages he received randomly no receipts or nothing emailed except this one in July I have course reached out to Dollar Shave Club to resolve my issue and beforehand canceled the payment that I had no idea was coming out of my PayPal. I did not receive an email back for well over two weeks possibly three from Dollar Shave Club after I sent three emails. They offered a partial refund which obviously I was very upset with because they access my PayPal without my permission and randomly restarted a subscription. I never asked to restart and got not one single email and I have not heard back from them since August 2 it's definitely not fair that they can randomly take money from customers and have no source of customer service.

    Business Response

    Date: 08/14/2023

    Looks like one of our colleagues responded to your request on 8/2 and we don't see a response from you. The response said: 

    "Hey *******,


    Thank you for your reply. Yes, I've located the account and cancelled the subscription so nothing will be automatically shipped out or charged to you.


    With regards to the refund, we'll be happy to honor any refund requests that fall within 30 days of the date of shipment, as stated in our 30 Day Money Back Guarantee. In this case, I'll be stepping outside to refund you for the last 3 months of your shipment. This is for your July, May and March shipment amounting to $33.39. Let me know if this option works for you.


    I'll just need your confirmation and we'll process the refund right away.

    Thanks,
    *******"

     

    We did refund you for those 3 orders today, you should see this refund in your bank statement in a few business days. We also removed the payment info from the account so it can't be reactivated with that payment info automatically. 

  • Initial Complaint

    Date:08/10/2023

    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.
    Last month I was charged for an order that never shipped out. I received notification and a tracking number, but the tracking number does not exist. I have sent 2 emails requesting resolution that have gone unanswered and there is no other way to contact the company, I would like a full refund for the charges - I do not want the product and am only holding until this is resolved to cancel my account as I'm concerned I will never receive my refund if I cancel prior. Order ##DSC-US-SX-1404018

    Business Response

    Date: 08/10/2023

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

  • Initial Complaint

    Date:08/10/2023

    Type:Sales and Advertising 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.
    Ive been a subscriber to this service for many years. They recently changed their razors to a low quality product. Their new website requires that I get my account activated by having an email sent to me. The email never arrives. To make matters worse, theres no phone number to call, their chat option is a dead end bot, and they havent replied to my message on the Messenger app. Their website now has us in it, so apparently it has gone overseas and is now managed by either inept or fraudulent people. I have no method of stopping auto-shipments and being charged for them, other than closing my bank account. Whoever made the decision to sell the business or make these changes made a horrible mistake, or just didnt care what would happen to their customers.

    Business Response

    Date: 08/10/2023

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

    Business Response

    Date: 08/10/2023

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

    Customer Answer

    Date: 08/10/2023

     
    Complaint: 20448861

    I am rejecting this response because (1) they said they emailed a response, but I didnt receive it (I clearly stated in my original complaint that their emails arent reaching me), (2) I havent received the refund requested, (3) I havent received a call from a person as I requested, and (4) I havent received any notification of my subscription being cancelled. As far as I can tell, theyve done nothing at all to resolve this issue. 

    Sincerely,

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

    Business Response

    Date: 08/10/2023

    Here is the message we sent to you via email this morning. 

     

    "Hey *****,


    Sorry to hear you're having trouble getting the activation email. We've just resent it to you from our end. If you don't see it in your inbox, please check all your other folders in the email account. We have heard from other Members they found it somewhere else besides their junk folder.


    If you still don't see it. Do you have another email address we can send it to? If so, we can change the email. send you the activation link and then change the email back after you activate if you'd like. Just let us know.


    Let me know if you need anything else, I'm always happy to help!


    Thanks,
    *****"

    Did you want to cancel your subscription now? 

    Customer Answer

    Date: 08/10/2023

     
    Complaint: 20448861

    I am rejecting this response because (1) still no mention of the refund for auto-shipment during the period when I wasnt able to login or get ANY response from the company. (Only way to get them to communicate is filing a complaint with the BBB) (2) I dont want to give this company a different email address, as they have requested, (3) my account still hasnt been cancelled, and (4) I requested to speak with a person - still hasnt happened. I wonder how many more times they will respond without addressing my issues?

    Sincerely,

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

    Business Response

    Date: 08/11/2023

    We've cancelled the subscription today and refunded you for the last order. You should see this refund in your bank statement in a few business days. 

    Customer Answer

    Date: 08/11/2023

     
    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:08/09/2023

    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 want to cancel my subscription with Dollar Shave Club. Ive tried calling, email and chat. They emailed me that someone would be in contact with me. I havent heard anything. I simply want to cancel further shipments.

    Business Response

    Date: 08/09/2023

    Sorry about that. We've responded to your request via email today and have cancelled the subscription. Feel free to respond to that email with any other questions and concerns and we'd be happy to help. 

  • Initial Complaint

    Date:08/07/2023

    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 was automatically billed for my subscription for razor blades on **** and have yet to receive them I've tried every means to contact dollar shave club email messenger and live chat to no avail id like to receive the product I paid for

    Business Response

    Date: 08/07/2023

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

    Customer Answer

    Date: 08/07/2023

     
    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:08/01/2023

    Type:Customer Service 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 tried repeatedly to resolve this issue with Dollar Shave Club through email. After several weeks and several attempts I have not received a response and am now being charged for razors I never received. The website will not allow me to change my shipping address, cancel my order, or cancel my subscription. 1. Update my address as requested 2. Refund me for the July 22 order 3. Send future shipments as directed

    Business Response

    Date: 08/01/2023

    Sorry about that. We responded to your request via email today. If you have any questions/concerns, feel free to respond to that email and our Club Pros would be happy to help. 

  • Initial Complaint

    Date:07/31/2023

    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.
    Got a delivery from them and this is how it arrived. Top of shampoo bottle was loose and leaked all over. Have sent an inquiry to their customer service office and have not received a response.

    Business Response

    Date: 07/31/2023

    Sorry to hear about that *******. We've responded to your request via email today and have sent a new bottle of the Shampoo/Conditioner out to you today. It should reach you in a few business days. 

    Customer Answer

    Date: 08/02/2023

     
    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,

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

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