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 ComplaintThe 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:07/05/2023
Type:Delivery IssuesStatus: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 purchased razors and handles from Dollar Shave Club around May 22nd. I have yet to receive my order. Despite the considerable delay and email I sent 2 weeks ago, and again on June 30th, I have yet to receive any updates or communication from them, except an automatic email response saying, "Thanks for contacting us! We are currently experiencing high contact volume, and therefore, reply times may vary up to a few days. Requests will be answered in the order received, so please only submit one service request per issue so we can get back to all Members ASAP."I feel it's been It's been well beyond a few days, and I am concerned about the lack of information or resolution. Seeing the numerous complaints on the BBB site, I believe a refund of $36.95 is the only way to go from here.I am a loyal customer who has experienced great communication by Dollar Shave Club, which makes this experience all the more frustrating.Business Response
Date: 07/05/2023
Sorry about that. We've responded to your request via email today and have reshipped the order out to you. If you have any other questions/concerns please respond to that email and our team would be happy to help.Customer Answer
Date: 07/07/2023
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:07/03/2023
Type:Product IssuesStatus: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 reached out to customer service more than once and it is always this: Hey There, Thanks for contacting us! We are currently experiencing high contact volume, and therefore, reply times may vary up to a few days. Requests will be answered in the order received, so please only submit one service request per issue so we can get back to all Members ASAP. DSC Club Pros Only, they never respond.I am supposed to get a replacement of my shampoo which they sent an email adding that they would replace it but they never have done that yet. In addition their customer service *****....badly. You get an email response saying how busy they are and they never follow up.I want my replacement shampoo qas promised and I want improved customer communication.Business Response
Date: 07/03/2023
Sorry about that. We've responded to your request via email today. If you have any other questions/concerns please let us know and we'd be happy to help.Initial Complaint
Date:07/03/2023
Type:Delivery IssuesStatus: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.
Our last two shipments of blades are of a different design and do not fit our existing handles. We did not order a new design, but were charged for them. We would like blades that fit our current handles, or for two new handles to be mailed to us for free that fit the new blade design. I emailed ********************************** on June 25, 2023, but have not received a response. Their website indicates I should have received a reply within 48 hours, but I have not. I have also attempted to message them on ********* but no one responded.Business Response
Date: 07/03/2023
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: 07/03/2023
Complaint: 20263787
I am rejecting this response because they did not resolve my complaint. DSC made false claims about the product I ordered, false claims about communications, switched the product I was billed for without my consent, and did not provide a meaningful resolution within a reasonable amount of time.
Sincerely,
*********************************Business Response
Date: 10/27/2023
We did respond to your request and had a few back and forth with us. As well as our Data Privacy team. We sent a handle for the Club Series out to you then as well and mentioned why you were getting those new blades.Customer Answer
Date: 10/27/2023
Complaint: 20263787
I am rejecting this response because they did not resolve my complaint. DSC continued to make false claims about the product I ordered, false claims about communications, and switched the product I was billed for without my consent. They did not provide a meaningful resolution within a reasonable amount of time.I would also like to add that those responsible for correspondence were condescending and rude. We were with Dollar Shave Club for more than a decade but unfortunately things have changed for the worse, dramatically.
Sincerely,
*********************************Business Response
Date: 10/27/2023
We responded to all of your emails and ******** Messages that you have sent to us. As mentioned in those emails, we have discontinued the old heritage blades and switched all Members to the new Club blades after 2/6. Which was why you were getting the new Club blades in those 2 order. We do have some back stock of the old heritage blades left. If you need more before we run out, you can get them here: *************************************************************Customer Answer
Date: 10/27/2023
Complaint: 20263787
I am rejecting this response because they did not resolve my complaint. It has taken over 90 days to get a response. DSC continued to make false claims about the product I ordered, false claims about communications, and switched the product that I originally ordered without notification or consent. Those responsible for correspondence were condescending and rude.In their responses to BBB it also appears that they no longer have record of our correspondence or history. They appear to be making things up just to close out this complaint.
Sincerely,
*********************************Initial Complaint
Date:06/30/2023
Type:Delivery IssuesStatus: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 placed an order from Dollar shave club on 6/12/2023 and the order was lost in transit. I have attempted to reach anyone at dollar shave club several times with all 3 methods of contact, email, chat, ******** messenger as directed from their website. I have reached out several times for over a week regarding this and NO one has contacted me back. Attached several documents and those don't include what "message" was left through their website because there is NO ONE TO CHAT with throughout the day!Business Response
Date: 06/30/2023
Sorry about that. We've responded to your request via email today and have reshipped the order out to you. If you have any other questions/concerns feel free to respond to that email and we'll help you out.Initial Complaint
Date:06/30/2023
Type:Delivery IssuesStatus: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 ordered razor blades on 5/18/2023. I have still not received my razor blades. I have written them multiple times, but their email tells me to just be patient. Wait a few more days. Its been 6 weeks. I want my $15 back. The order number is DSC-**-SX-62035. Thank you.Business Response
Date: 06/30/2023
Sorry about that. We've responded to your request via email today and have reshipped the order out to you. If you have any other questions/concerns feel free to respond to that email and we'd be happy to help!Initial Complaint
Date:06/27/2023
Type:Product IssuesStatus: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 went on this website Dollar shave club to just buy a handle a razor handle without any blades which I did then I realized that they did not match the blades that I previously owned so I went to Target and bought blades then I got charged for subscription of ***** stating that I would be receiving my subscription I emailed them multiple times they then said that they would issue me a refund and still have not they told me my issued refund was on June 21st 2023 I looked on my bank statement I've called the bank there is no refund I called them and there is nobody to answer the phone they just tell you to email so I emailed again letting them know that I did not receive my refund and that it was stating that I had a subscription they looked on their stating that I did not have a subscription they said they don't see one on file under my name and would go ahead and issue the refund they did send me an email showing a refund but I never received that refund then when I reached out emailing them back asking them for help they refuse to help me and told me to take it up with my bank when in actuality they are the ones who have to do my refund they took my money without asking I did not sign up for subscription I would like them to be reported and I would like other people to know that this company does this but also has terrible customer servicedoes this but also has terrible customer serviceBusiness Response
Date: 07/10/2023
It looks like we responded to your requests on 6/28 to let you know what happened. If you have any other questions/concerns feel free to respond to that email and our Club Pros would be happy to help.Initial Complaint
Date:06/27/2023
Type:Billing IssuesStatus: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 subscribed to a plan on June 11 2023, wich the first box was supposed to include a free Club handle (black color) and a a pack of blades (''The 6 blade'' one).It was shipped June 13 2023, and I have received my box/order on june 16 2023.However when I opened the package, there was only the black club handle in it. They were no pack of blades, they were missing. I have already been charged for the plan/box and the blades I paid for were missing from the package!I have attempted to contact Dollar shave club through their website via the support form(email) about my situation 3 times, and never got any response regarding the problem.The amount I was charged was ***** CAD$ in total (including taxes) . My name on the account is ************************************************* and the email of the account is ********************Business Response
Date: 06/28/2023
Sorry about that. We've responded to your request via email today and have sent those blades out to you. If you have any questions/concerns, please respond to the email and we'd be happy to help!
Customer Answer
Date: 07/04/2023
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. The blades were shipped and I received them today.
Sincerely,
****************************************Initial Complaint
Date:06/26/2023
Type:Service or Repair IssuesStatus: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.
Hi - Dollar Shave Club changed their blades and the new blades are poor quality. Multiple cuts, not smooth, etc. I've now reached out via email 2x, chat 2x, and ******** Messenger. They are not responding. This is unacceptable. I've been a member for many years and am appalled at the poor customer service and poor quality of their new products. The company used to be phenomenal in both of these areas. I'm not willing to use these new blades. They are too dangerous and not comfortable. I attempted to give them a try multiple times when they discontinued what I had previously and moved to these new blades. but I don't feel safe using them. I've asked for a refund for this shipment and still have not heard back.Business Response
Date: 06/26/2023
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 you out.Customer Answer
Date: 06/27/2023
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:06/26/2023
Type:Delivery IssuesStatus: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 contact dsc for 4 weeks concerning my order.I have sent 4 emails with no response I received an email saying my order was returned to sender due to an insufficient address being provided.Mt postal shipping # is ************************** Their chat line does not appear to be working and no one has acknowledged receipt of my emails If they are out of business I want to ************* with ****** shave material.This is very frustrating as I have been a member of dsc for about 10 years.Please look into this matter and advise me how I should proceed Thanks *********************************** Cell # ************Business Response
Date: 06/26/2023
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: 06/26/2023
Complaint: 20237654
I am rejecting this response because:
There is no indication they will resolve my request.my order was supposed to be delivered on June 3rd and I have yet to receive it or an explanation as to when I will receive it!!!
Sincerely,
*********************************Business Response
Date: 06/28/2023
Here is the tracking for your order we reshipped the other day: *****************************************************************************************************************************************Initial Complaint
Date:06/26/2023
Type:Product IssuesStatus: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.
They updated their website and require me to activate my account. I have tried at least 4 different times to complete this with no success. I have reached out to them via chat and email and either receive no response or an auto generated response that does not answer my questions or solve the problem. It is frustrating there is no phone number to call to get help. I would like to cancel my subscription with them at this point.Business Response
Date: 06/26/2023
Sorry for the trouble. We've responded to your request via email today asking for more info. Please respond to that email and we'd be happy to help.
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