Complaints

• Initial Complaint

  01/24/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I have been paying into my membership through Just Fab within 2 accounts and one account with ********************** kids. (3 accounts total). Each is $49/mo USD #1) ********************** since Jan 8, 2020 = 22 credits (requesting all credits be reinstated)#2) ******************* since Feb 7, 2015 = 11 credits (requesting all credits to be reinstated)#3) Just fabkids - ********************** - 43 credits = $2107 (Merchandise) since Nov 9, 2016 (requesting full refund)As of recent, I went to spend my credits to find that the company had arbitrarily put expiry dates on these without notice. Basically nullifying the money I had contributed to my account. The equivalent of $1250.00 that I wanted to spend towards product. When I called them to escalate this, multiple individuals said I was out of luck and there was nothing they could do. Of course, I wasn't happy about this as I explained I had been a long time customer and my account statement shows many of my credits never had an expiry and this was a very inconsistent customer experience. I basically was only asking to spend the money on their products that i had put in, but they have taken those funds. My Just Fab kids account has a huge balance and I would just like a credit back now from my experience. I have left multiple messages for management to call me and I have had no response. Disappointing for a long standing client. Any help you can provide me to get to some resolution would be appreciated. I feel right now, I am being taken advantage of for them to profit. Appreciate your support.

  

  Business response

  01/30/2025

  Hello ******,

  Thank you for reaching out to us through the BBB. All promotional member credits expire 12 months after the date of issuance. As outlined in the updated terms and conditions, which were accepted on both accounts on 11/01/2023, expired credits can no longer be reinstated due to the age of the original transactions. We also send credit expiration reminders via email. For your reference, you can review our terms here: ***************************************************.
  
  Both accounts previously had 5 credits each, and we have successfully processed refunds for both. Please allow 5 to 7 business days for the refunds to reflect in your account. There is still remaining store credit on both accounts, which we are unable to refund electronically but can issue via check.
  
  Additionally, your FabKids account has a total of 43 credits. We were able to refund 8 of them electronically, but due to the length of time since billing, the remaining 35 credits can only be refunded via check. All checks would be delivered within 4 to 6 weeks.
  
  Please confirm the name and shipping address for the checks, and we will process them as soon as possible.
  
  Let us know if you have any questions.

  Best,

  *******

  Customer response

  02/05/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not fully satisfactory to me.  It is unfortunate that you cannot extend the use of my expired credits to this month so I can use them, I still think that it is unreasonable that you expired more than 12 months of credits without an option to return them to me, it ultimately is $1,248.00 USD that you have taken from me and won't even let me use it towards product.  That ultimately was what I was looking for is to be able to use those funds for product. Please let me know the value of the Just Fab Kids in the form of a cheque.  The credits on the accounts can also be mailed to the same address.  Please close all three accounts once settled.  

  Cheques can be mailed to ***************************************************************

  
  Sincerely,
  
  ****** *******

• Initial Complaint

  01/14/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I got charged &***** by ************************** I was just adding my card details but did not buy the shoes added in cart, and It still charged me with a forceful subscription. I dont need the shoes or any subscriptions from them. Help me get them cancelled and my card details removed (because its forcing me not to remove card details by not giving me an option)

  

  Business response

  01/22/2025

  Hello Bhushan,

  Thank you for reaching out to us through the BBB. According to our records, your order was placed on January 13, 2025, and has already been shipped and delivered. We're happy to assist you with setting up a return if needed.
  
  Additionally, we have canceled your membership, and you are no longer enrolled. If you have any further questions or require assistance, please don't hesitate to let us know.

  Best,

  *******

• Initial Complaint

  01/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I became a member of Justfab in 2012 at the time the policy was that credits do not expire only points that are earned from purchases. Apparently, in 2023 there was a change in a policy that I never acknowledged or was aware that they now expire credits after 12 months. So I had 6 credits that expired that I was not aware of. I called and spoke with a Supervisor named ****** and this person told me that it was just the policy and that my $300 was just gone. The credits I had accumulated happened because there was nothing that I wanted or multiple time they were out of my size in most everything I was interested in so I was holding on to them unaware that they would all be taken away. $300 is a lot of money to just be taken away and when I called three different times I got told oh well sorry. I canceled my membership and want a refund for the credits I did not get to use.

  

  Business response

  01/16/2025

  Hello *****,

  Thank you for contacting through the BBB. All promotional member credits will expire 12 months after the date of issuance. Per the new terms and conditions that were opted in on 08/04/2023 on the account , the reinstatement of those credits is no longer possible due to the age of the initial transactions. An email reminder will be sent out a month before the credit expires. For your reference, you can learn more about our terms: ***************************************************

  Best,
  *******

• Initial Complaint

  01/08/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had two credits on my account which I paid for $49.95 US funds. I hadn't used them as I didn't see anything I liked. I logged on today to take a look and possibly purchase new boots using my credits to discover the credits are now gone. Tried calling customer service, disconnected after on hold for 30 minutes. Tried customer service chat, told my I was #2 in que and they appreciated my patience, ******************************** for no response. Logged back on and was told #** in que now, they appreciated my patience and disconnected again. I paid for those credits and have received nothing for the money spent. Than unable to get in touch with anyone at company. This appears to be a scam that takes people's money and offers nothing in return.

  

  Business response

  01/14/2025

  Hello *****,

  Thank you for contacting through the BBB. All promotional member credits will expire 12 months after the date of issuance. Per the new terms and conditions that were opted in on 11/01/2023 on the account , the reinstatement of those credits is no longer possible due to the age of the initial transactions. An email reminder will be sent out a month before the credit expires. For your reference, you can learn more about our terms: ***************************************************

  Best,

  *******

• Initial Complaint

  01/06/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I've been a member for several years and was not made clearly aware that VIP credits now expire. Ive been saving VIP credits over months as there was nothing I wanted to buy in that moment. Recently 3 credits I had saved up were removed. When I reached out to JustFab, they only offered $10 for each credit. $120 dollars stolen. No goods or services were ever exchanged, because of a sneaky policy change. I checked my emails and have only received promotional information, but no notification that my credits would expire.

  

  Business response

  01/14/2025

  Hello *****,

  Thank you for contacting through the BBB. All promotional member credits will expire 12 months after the date of issuance. Per the new terms and conditions that were opted in on 08/01/2023 on the account , the reinstatement of those credits is no longer possible due to the age of the initial transactions. An email reminder will be sent out a month before the credit expires. For your reference, you can learn more about our terms: ***************************************************

  Best,

  *******

• Initial Complaint

  01/06/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I've been a member for several years and was not clearly notified that all VIP credits now expire. I had multiple VIP credits over the years to recently lost due to new expiration rules. The credits I had. Have been there before an expiration rule existed. 59 dollars a credit went down the drain, because of a seemingly sneaky policy change. I checked my emails and have received multiple promotional information, but no notification that my credits were expiring.

  

  Business response

  01/14/2025

  Hello April,

  Thank you for contacting through the BBB. All promotional member credits will expire 12 months after the date of issuance. Per the new terms and conditions that were opted in on 08/04/2023 on the account , the reinstatement of those credits is no longer possible due to the age of the initial transactions. An email reminder will be sent out a month before the credit expires. For your reference, you can learn more about our terms: ***************************************************

  Best,

  *******

  Customer response

  01/14/2025

   
  Complaint: 22770050
  
  I am rejecting this response because:
  The credits are payments automatically withdrawn from my credit card. Unused credit should be converted to gift cards without expiration, especially if earned prior to change in terms. Credits should have been grandfathered for customers who were VIP prior.  As a member for years the fact that credits expired seem equivalent to taking payment and never receiving your paid merchandise 
  Sincerely,
  
  April Ammasi

  

  Business response

  01/23/2025

  Hello April,

  Thank you for your response and feedback; we truly appreciate it. Unfortunately, we are unable to reinstate or refund the credits at this time. We apologize for any inconvenience this may cause and appreciate your understanding.

  Best,

  *******

• Initial Complaint

  01/06/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ive been a customer since 2014. When I signed up I was told the credits dont expire. Ive saved credits over the years as I like to use them to order multiple items at once. I logged into my account 1/5/25 and found I had six credits expire. I reached out to customer service to see if there was anything I could do to have them reinstated as I was unaware of the policy change. I was told they would reimburse me for four credits. I agreed with reimbursement for four of the six credits and ended the chat. I reviewed the website after the chat and found the change of terms and conditions. I do not recall seeing nor agreeing to the changes prior to this issue. I do not have any emails from JustFab regarding the changes either.I attempted to place an order after the chat and found out I was not reimbursed for the four of the six expired credits, but instead they refunded me for the four active VIP credits I still had, leaving me with zero credits. I called JustFab to rectify the issue in hopes it was just a misunderstanding and my four credits would be reinstated. Unfortunately, I was told there is nothing they can do for the six credits that expired. I asked for the customer service employee to review the chat log, which he did. He stood by the previous transaction that took place, the reimbursement was for the four active credits and there was nothing they can do for the expired credits. I let him know it was not clear the reimbursement I agreed to was for the active credits and not for the expired credits.I asked to cancel my account and he then offered to give me $10 credit to my account for each expired credit. I declined the offer and asked to cancel my account. He then offered $20 credit and I declined. He then offered to pause my account for three months and $20 credit would remain and I declined, canceling my account. I donated $300 to JustFab. I dont have any emails stating credits were expiring although the site states they will let us know.

  

  Business response

  01/14/2025

  Hello ******,

  Thank you for contacting through the BBB. All promotional member credits will expire 12 months after the date of issuance. Per the new terms and conditions that were opted in on 08/01/2023 on the account , the reinstatement of those credits is no longer possible due to the age of the initial transactions. An email reminder will be sent out a month before the credit expires. For your reference, you can learn more about our terms: ***************************************************

  Best,

  *******

  Customer response

  01/14/2025

   
  Complaint: 22770552
  
  I am rejecting this response as I do not recall agree to the updated terms and conditions. I am also rejecting this response because I never received any email reminders prior to the credits expiring. I only learned of the expired credits when I logged into my account and found I was missing six credits. I would never have knowingly allowed for six credits (nearly $300) to go unused. I used credits within the month of the others expiring and received no other communication stating they were going to expire. I would have ordered additional items to avoid losing them. I am also rejecting this response as it did not acknowledge the chat conversation I had with the JustFab customer service representative on 1/5/25. The representative told me I would receive reimbursement for four of the six expired credits, which I agreed to. Instead, the customer service representative refunded me for the four active VIP credits I had. 
  
  Sincerely,
  
  ****** *****

  

  Business response

  01/23/2025

  Hello ******,

  Thank you for your response.
  
  Please note that the terms were agreed upon on 08/01/2023. These terms were presented via a pop-up notification on the website, requiring your acknowledgment and agreement before proceeding.
  
  Upon review, our agent extended an offer of $10 per expired credit. Unfortunately, we are unable to refund or reinstate the credits at this time.
  
  We appreciate your understanding.

  Best,

  *******

  Customer response

  02/07/2025

   
  Complaint: 22770552
  
  I am rejecting this response because your terms stated customers would be notified when their credits were going to expire. I never received a pop up notification, text message, or an email notifying me of the credits expiring as your site stated it would do.
  

  A $10 credit for six expired credits is adding insult to injury considering JustFab took $300 of my money. I did not receive any products or services for the money stolen.

  I would also like to add, another reason I did not spend the credits was because the items offered on the site became dismal, at best. I was unable to find items I felt were of value for the cost of a credit. JustFab made it difficult to find items worth spending the credit on, hence why I would accumulate them. 

  it is disheartening a company would treat loyal customers of over a decade in such a deceitful manner.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  01/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reached out to JustFab customer service using the online chat twice last month to request the cancellation of my account. I also attempted to call, but the hold times were excessively long. During my first chat, I spoke with a ***resentative who wanted to know why I wanted to cancel and tried to convince me to stay. Unfortunately, the chat was disconnected (the *** ended the chat). Later that same day, I reached out again to request the cancellation and assumed everything was taken care of. However, I noticed that I was still charged for the month of December. I have made several attempts this past week to cancel my account, but have not been successful. I would like my account to be canceled and request a reimbursement for the charge in December. If a customer says to cancel that request needs to be honored.

  

  Business response

  01/14/2025

  Hello *******,

  Thank you for reaching out to us via the BBB. Weve processed your refund, and it should appear within 5 to 7 business days. Additionally, your membership has been canceled, and you will no longer be billed.
  
  If theres anything else we can assist you with, please dont hesitate to let us know.

  Best,

  *******

• Initial Complaint

  01/02/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been a customer with ******************** for over 10 years. When checking my account to skip this month I noticed my three credits were gone. I was never properly made aware that they expire after 12 months and after reading the policy below I searched my emails for the reminders and could not find any. I reached out via chat and was told " I understand where you are coming from, *******. We no longer send notifications about the VIP credits expiration. One way to be reminded of the VIP credit is through our email about new collection every first day of the month."The policy clearly states " don't worry we will remind you" This is ****** US dollars which is lot of money to just lose. I am extremely disappointed in JustFab and was offered a 30 dollar credit which is not nearly enough. The policy on their webiste ..." **** The Month by the 5th of each month. After you skip you can still shop VIP prices all month long. If you don't opt for a VIP Credit or **** the Month by the 5th of each month, you'll be charged $49.95 on the 6th of the month for your exclusive membership benefits, including a VIP Credit. Unused VIP Credits expire after 12 months, don't worry we'll remind you! "

  

  Business response

  01/08/2025

  Hello *******,

  Thank you for contacting through the BBB. All promotional member credits will expire 12 months after the date of issuance. Per the new terms and conditions that were opted in on 11/01/2023 on the account , the refund of those credits is no longer possible due to the age of the initial transactions. An email reminder will be sent out a month before the credit expires. For your reference, you can learn more about our terms: ***************************************************

  As a courtesy, we have reinstated the 3 credits to your account. You will have 12 months to use them. If you have any questions or need further assistance, please dont hesitate to reach out.

  Best,

  *******

  Customer response

  01/09/2025

   
  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

  12/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have been a loyal JustFab member for over nine years. As of my last account check, I had accumulated about 17 VIP credits, a value of around $850. Upon logging into my account recently, I discovered that all my credits were gone, and JustFab claims they expired after 12 months due to a policy change implemented in 2023.I was never adequately informed of this policy change. JustFab states that I accepted their updated terms in August 2023, but I have no recollection of agreeing to such a significant alteration to the use of my credits. There was no explicit, direct notification alerting me that my credits would now expire, nor was I provided with a reasonable opportunity to use my credits before they were removed.When I contacted JustFab customer service to resolve this issue, they offered only $100 credit, which is unacceptable given the significant monetary value of the credits I lost. This policy change feels like a breach of trust, and the lack of proper notification demonstrates poor business practices.I request that JustFab reinstate my expired credits in full or refund the equivalent value. As a long-term paying member, I find this situation deeply unfair and wrong.

  

  Business response

  01/07/2025

  Hello Chantelle,

  Thank you for contacting through the BBB. All promotional member credits will expire 12 months after the date of issuance. Per the new terms and conditions that were opted in on 09/04/2023 on the account , the reinstatement of those credits is no longer possible due to the age of the initial transactions. An email reminder will be sent out a month before the credit expires. For your reference, you can learn more about our terms: ***************************************************

  Best,

  *******
  

*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. ↩