Complaints

This profile includes complaints for JustFab's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  JustFab

  800 Apollo St El Segundo, CA 90245-4701

  
• 

  Shoe Fabulous

  6901 Riverport Drive, Unit A Louisville, KY 40258

• 

  Fabletics

  300 Park Avenue Beachwood, OH 44122

• 

  Just Fabulous

  508 8th ave New York, NY 10018

• 

  Shoe Fabulous

  7201 Intermodal Dr. STE C Louisville, KY 40258

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.

• Initial Complaint

  Date:02/08/2023

  Type:Service or Repair Issues
  Status:

  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 returned shoes for which I received an email on from shoedazzle Jan 19 they my refund have been processed. I called Jan 25 and they said they processed the refund. It is now Feb ********* haven't received my refund in the amount of ***** for order number **********. I keep calling and all they can say is it's been processed. They not trying to escalate it to billing like they have done previously. I would like my refund back to my original payment of afterpay.

  

  Business Response

  Date: 03/15/2023

  Hello ******,

  Thank you for contacting through the BBB. Our records show there was an error through Afterpay and we processed a manual refund on 2/13/23. Please let us know if there were any further issues. Thank you for your time a patience with this concern.

  Best,

  *******

  Customer Answer

  Date: 03/15/2023

   
  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 because I finally received my refund.  
  
  Sincerely,
  
  ************************************

• Initial Complaint

  Date:02/07/2023

  Type:Service or Repair Issues
  Status:

  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 was a member with ********* and got member credits. After a couple months the inventory on the website was ALWAYS out of stock for my size leaving me with minimal options to purchase. I canceled my membership and then they changed it to instead of getting a whole outfit for 1 credit now it looks like I only get either one pants or one item! On top of that they started having the credits EXPIRE! So basically they took my money and then the ability to get my item expired! This is fraud. Most gift card never expire why do you feel the need to make peoples credits expire! I called customer service to help me and I have 6 credits they expired and customer support was only willing to give me two back, and ONLY if I gave them my credit card info back and agreed to become a VIP member again! What a scam!! Make me become a VIP member, charge me, have limited product so I cant buy, then make my points expirehopefully a class action lawsuit will come of this shady business, I will definitely be looking for it and signing up to get my money back!!

  

  Business Response

  Date: 03/13/2023

  Hello *********,

  Thank you for contacting through the BBB. As stated in your previous complaint, I have submitted the check request for $199.80 to be written out to you and shipped to the address on file. You will be receiving this check in 4 to 6 weeks from Feb 24th. Please let me know if there are any issues.

  Thank you,

  *******
  
  

• Initial Complaint

  Date:02/06/2023

  Type:Service or Repair Issues
  Status:

  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 been trying to cancel my membership for over a while now, but every time I call the phone number I never get an answer or Im hung up on. I dont always remember to skip the month with in the time frame and ** losing out on money because I dont use my credits due to the fact that they dont always have shoes I like in my size or the sizing is wrong. Its very frustrating all the way around. How do I cancel my membership and have my credits refunded?

  

  Business Response

  Date: 02/07/2023

  Hello *******,

   

  Thank you for contacting through the BBB. Our apologies for your experience with JustFab.

   

  I have refunded you one member credit of $49.95. Please allow 5 to 7 business days for the refund to appear back onto your payment method. For the remaining three, because of the time that has passed, I am unable to refund them electronically back to your card. However, I can refund them as a check which you would receive in 5 to 7 business days in the amount of $119.85. Kindly confirm if the name and shipping address are correct for the check and I will issue it right after. I have also cancelled your VIP membership, you will no longer need to skip the month or be billed henceforth. Please let me know if you have any questions.

   

  Thank you,

  *******

  Customer Answer

  Date: 02/07/2023

   
  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.
  
  The name on the account is ********************* and the address is ************************************************************** 33880
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/30/2023

  Type:Billing Issues
  Status:

  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 bought their shoes back in Sep2022, but I didnt realized their subscription for almost $50/month!!!!No alert email has been sent to my account to make me aware until I check my bank account!!It just a sneaky action to get money like that. I have been charged since Oct 2022 until now for almost $200. I really need this to stop!

  

  Business Response

  Date: 02/01/2023

  Hello *******,
  
  Thank you for reaching out through the BBB. We are sorry to hear you disliked our VIP Membership.
  
  Just to clarify, the charges you saw were a result of our VIP membership. Your VIP membership was activated on 9/24/22 during your purchase of the 75% off new VIP member deal. During checkout, we offer two checkout options: regular and VIP. Checking out as a VIP gets you a discount off your first order, as well as special pricing, free shipping, and other perks on future orders. However, it does activate a monthly membership, as explained during checkout. Our membership charges $49.95 a month, which turns into $49.95 of store credit to be used on future purchases.
  
  Our records show your membership was successfully cancelled on 1/30/23. I have refunded the 4 member credits on your account totalling $199.80. Kindly allow 5 to 7 business days for the refund to appear back onto your payment method. Please let me know if there's anything else I can help you with.
  
  Thank you.
  *******

• Initial Complaint

  Date:01/26/2023

  Type:Sales and Advertising Issues
  Status:

  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'd like to report Fabletics for being deceptive in their charges of $59 for a monthly membership to their VIP program. I was originally signed up for the program for over a year and decided to cancel it after I decided it was not of benefit to me. I called their customer service to cancel, as you are not able to over their chat or email functions, you must speak to a live rep. I cancelled the membership and all was well, until I ordered a piece of clothing from them again. After that purchase, I noticed that I once again began receiving the $59 monthly charges on my credit card. I just called them to cancel this, receive a refund, and to get answers on why I began being charged again. I was told by the representative that they would cancel and provide a refund for the charges, but if I ever order from my phone again that I will automatically be signed up for the membership again. I asked if there was any way that I can decline the monthly $59 charge and he told me no, this is not an option when ordering from your phone, you must order from a computer and check out as a guest. This is purposely deceptive and a scam and I would like the company to have to make the option to decline the membership available when ordering on your phone and give the option to opt out. The company does offer a month "opt out" option of the charges, but somehow all of those messages end up going to my spam folder, yet other emails from them come directly to my inbox. I suspect they are doing this purposely to make it more difficult for customers to opt out.

  

  Business Response

  Date: 02/01/2023

  Hello ******,
  
  Thank you for contacting through the BBB. We are sorry to hear you dislike our membership.
  
  At checkout, you have the option to enroll in the *** membership or continue as a guest. This is on your cart page before you continue to check out, on both mobile and desktop. Our records show that you were refunded for the credits on your account and your membership was cancelled on 1/26/23. We also show that your email preferences are set to all, I would suggest reporting emails going to your spam folder as "not spam". Your call with our representative will be audited to ensure they are aware of the correct information. Thank you for your feedback, please let me know if there's anything else I can help you with.
  
  Thank you,
  *******

• Initial Complaint

  Date:01/26/2023

  Type:Product Issues
  Status:

  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.

  This is a complaint regarding order number ********** and **********. I ordered 3 pairs of shoes from Justfab on 1/4/2023. After not receiving my order for several weeks. I checked the order status and saw the mail carrier returned the shipment due to a mistake on their end. I immediately contacted JustFab for a reship due to need of work shoes. I paid a total of $76.31 for these shoes on 1/4/2023. When I tried them on 1/26/23, the shoes were to narrow for my feet and the material is not quality. I went online to initiate a return but online chat rep named **** stated that they are unable to return my payment back to the original payment method due to a "reshipment" for already paid for shoes. However, he tried to offer me a 50% off one item. Which I declined immediately, because The reship wasn't my fault. It was the mail carrier's fault and as a customer I shouldn't be penalized for a mistake. I do not want just fab credit as it is worthless to me. I want my money to go back to my card ending in ****. I will never shop here again and will tell my network to either or shoedazzle. This company is literally a waste of time and money, They participate in fraudulent business practices that will result in a class action lawsuit.

  

  Business Response

  Date: 02/01/2023

  Hello ********,
  
  Thank you for contacting through the BBB. We are sorry to hear about your recent experience with JustFab.
  
  The agent that assisted you will be coached and trained on how to properly handle situations like this. I have released the refund of $64.70. Please allow 5 to 7 business days for the refund to reflect back onto your payment method. Thank you for your time and patience with this concern.
  
  Thank you,
  *******

• Initial Complaint

  Date:01/24/2023

  Type:Product Issues
  Status:

  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 called JustFab to ask if they would refund my 6 credits and cancel my account and they told me that they cannot refund any of the credits as they have expired because they stem from 2019-2022 and as such they have been converted to a gift card that I must use on their merchandise. I informed them that I am currently not employed and could really use that money and they did not care. I have no need for their merchandise as the quality is not great. I started this membership many years ago when they were shoe dazzle and I only purchased one pair of shoes at that time. I have been trying to cancel since and they always get you with the line of "you will lose your credits if you cancel the membership". I don't agree with the way they conduct business. They should refund customers their money if they are unhappy with the products they offer.

  

  Business Response

  Date: 02/01/2023

  Hello ******,
  
  Thank you for contacting through the BBB. We are sorry to hear about your experience with JustFab.
  
  I can refund your remaining 6 credits, however I cannot refund them electronically because of the amount of time that has passed since billed. I can however offer a check refund which you would receive in 4 to 6 weeks. Kindly confirm if you name and address on the account is correct for shipping and I will gladly issue the check refund after.
  
  Credits can be used after cancellation, however the *** pricing and deals do go away. I will make sure to go over your calls to ensure all agents are giving proper information. Please let me know if you have any questions or concerns.
  
  Thank you,
  *******

  Customer Answer

  Date: 02/03/2023

   
  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. I confirm the address on file is the correct for the business to refund my money. Thank you. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/21/2023

  Type:Product Issues
  Status:

  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.

  On 12/8/22, I placed order #********** for $184.24. This included an expedited shipping charge of $14.95. On 12/18, the order showed a shipping label had been created but had never been shipped. I was told by one of your phone representatives that they were refunding the expedited shipping fee back to Afterpay and to wait until 12/21/22 to see if the order shipped. The order never shipped, and I called on 12/21/22 to cancel it for a refund. I was told the refund was being processed to the original form of payment (Afterpay account in the name of ********************************************, ************************* NOT ********************************* ************************** I was told a refund of:$15.70 was issued on 12/18/2022 for expedited shipping with a reference number of 27918044 $168.51 was issued on 12/21/2022 for the rest of the order with a reference number of ******** To this day, Afterpay has no record of a refund, and according to their records and accounting, I still owe them for this entire order for merchandise I never received. I have explained this situation to Afterpay, and Afterpay opened a dispute with Just Fab about this issue on 1/11/2023. As of today, Afterpay has not received any response to the dispute from Just Fab. I have made multiple phone calls, and been on multiple chats to resolve this issue and Just Fab has done nothing but tell me the refund has been processed. It's time to research this issue and get it resolved.

  

  Business Response

  Date: 01/31/2023

  Hello *******,
  
  Thank you for contacting through the BBB. Apologies for your recent experience with JustFab. Our records are showing the refund of $184.21 was refunded 12/21 and then processed again manually on 1/26. Refunds for Afterpay can take an additional 14 days outside of our 5 to 7 business days.
  
  Thank you for your time and patience with this concern. Please let me know if there's anything else I can help you with.
  
  Thank you,
  *******
  See Attachment/File: thumbnail_image001 1.png

• Initial Complaint

  Date:01/10/2023

  Type:Product Issues
  Status:

  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 never subscribed to Fabletics. I called to cancel whatever membership they thought existed. I gave them the dates of charges, the transaction number of the charges, the invoice number of the charges. They could NOT find an account in my name. However, they have charged me $477 since last April. They can't find the ****** email address as the account, my email addresses or my husbands. They say it doesn't exist yet they CONTINUE to charge me. How do I get out of this and where do I go to complain. I talked to ******* yesterday at Fabletics and she was absolutely NO HELP.
  

  

  Business Response

  Date: 01/26/2023

  Business Response /* (1000, 5, 2023/01/18) */
  Hello ********,
  
  Thank you for contacting through the****. My apologies for the experience you had with Fabletics. I have found your account with the email provided. It was enrolled in our VIP membership on 4/27/22 after your purchase of the ****************************** Upon enrollment in the VIP Membership Program, we ask our members to log into their account and select the 'Skip the Month' option between the 1st and the 5th of each month. If members do not select the 'Skip the Month' between the 1st and the 5th of the month, member's credit card or payment method will be charged an automatic monthly membership fee on the 6th (until you cancel) for enhanced monthly benefits, including a promotional member credit.
  
  Each Fabletics promotional member credit will be applied to your Account and can be redeemed for any individual item or two-piece outfits up to $80. You may 'Skip' as many months as you like, there is no obligation to buy. Even if you decide to 'Skip' any month, you may return to your Account at any time to make a purchase.
  
  I was successfully able to refund your account the 9 months you were charged for the VIP membership credit totalling $449.55. Please allow 5 to 7 business days for the refund to appear back onto your card. I have also cancelled the membership, you will no longer be billed henceforth. I will also make sure to find your call to provide coaching for the agent that helped you since finding your account was simple with your name and email. Please let me know if there's anything else I can help you with.
  
  Thank you,
  *******
  
  
  Consumer Response /* (2000, 7, 2023/01/20) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:01/07/2023

  Type:Product Issues
  Status:

  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 haven't used JustFab in months and had believed I cancelled the monthly membership. Somewhere between midnight and 6am they took money off my card. It doesn't show the merchant as being JustFab it's shows as a personal purchase. I went Into the account and surly enough it was indeed JustFab that took the money because now I have another credit. I don't want the credits and I've been trying to get my money back from this company for quite some time now. In a time where things are extremely high I'm in no place to have money being taken on a membership that hasn't been used in months.
  

  

  Business Response

  Date: 01/30/2023

  Business Response /* (1000, 5, 2023/01/13) */
  Hello**********,
  
  Thank you for contacting through the ***. The account I have found through the email provided does have one member credit on it, however that credit was charged in June 2022. All other member credit charges are showing as payment failures. The $39.95 credit from June has been refunded, please allow 5 to 7 business days for the refund to appear.
  
  Since this account is not showing a charge for this month, please let me know if you have the member id or another email it could be attached to and I will happily assist. Let me know if you have any questions.
  
  Thank you,
  *******