Complaints

• Initial Complaint

  01/17/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was charged $69.95 for membership when everything online lists $59.95 for membership. When I reached out to Fabletics about this, the help chat crashed.

  Business response

  01/23/2025

  Hello ******,

  Thank you for reaching out to us through the BBB.
  
  Weve made significant enhancements to our membership, focusing on improved quality and service. While this has resulted in a price adjustment, we sent an email notification regarding the change to keep you informed. Please note that you always have the option to skip a month to avoid charges, as your satisfaction and flexibility remain our top priorities.

  Best,

  *******

• Initial Complaint

  01/15/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Today I noticed that there were two separate charges coming out of my bank account $69.95 & $59.95. I called Fabletics and explained the issue. They said that it is a membership fee, but I havent had a membership fee since 2021. They said they couldnt help me. I called my bank and they are going to submit a complaint to see about , getting back my money. I later contacted the company again about this, and they just kept telling me that I dont have a membership with them, and that I need to contact my bank. My bank can only refund me the 2 charges from today, once they hear back from Fabletics. They have been charging my account as far back as 2023.

  Business response

  01/23/2025

  Hello Emileigh,

  Thank you for reaching out to us through the BBB.
  
  Upon review, we found four accounts associated with your information. Two of these accounts were previously canceled, while the other two are currently active. The email address you provided when you contacted our customer support pulled up one of the canceled accounts.
  
  As a resolution, we have refunded the credits for the two active accounts8 credits from one and 5 credits from the other. Please allow 5 to 7 business days for the refunds to process and reflect in your account. Both active memberships have also been successfully canceled.
  
  If theres anything else we can assist you with, dont hesitate to let us know.

  Best,

  *******

• Initial Complaint

  01/13/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order# ********** on 10/29/2024 through after pay, my order was shipped with Doordash and never delivered to my address I contacted Doordash multiple times and confirmed they did not have the correct address I was instructed to add my address as a delivery instruction and still my package was delivered somewhere else. ******** refused to assist me therefore I contacted Fabletics they reshipped my order via Order# ********** and this order was not delivered sent back to Fabletics. I disputed my charge with After Pay and they did not overturn it although Fabletics received the items. I contacted Fabletics on 12/06/24 and was assured they would give me a credit within 48 hours I've followed up with them many times and still have not received my credit today I reached out to them and the representative stated they will not be crediting me because my initial order was delivered although I explained to her I never received my order and Doordash confirmed they did not have the correct address. I find this very unfair.

  Business response

  01/21/2025

  Hello *******,

  Thank you for reaching out to us through the BBB. Were sorry to hear about your concerns and appreciate the opportunity to address them.
  
  Our records show that a reshipment for your order was placed on 11/02/24 and shipped on 11/04/24. A chargeback was filed on 11/08/24, which was resolved in our favor on 12/03/24. Unfortunately, due to the dispute, were unable to provide a refund or extend additional courtesies at this time.
  
  We appreciate your understanding and are here to assist with any further questions or concerns you may have.

  Best,

  *******

• Initial Complaint

  01/13/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The company website has a video to watch which states the member monthly fee is $59.95 however they are charging $69.95 starting January 1 of this year and I was charged that amount.

  Business response

  01/21/2025

  Hello *****,

  Thank you for reaching out to us through the BBB. Weve recently enhanced our membership program to provide better quality and improved service. While this has resulted in a price adjustment, we want to reassure you that you always have the option to skip a month to avoid charges, ensuring maximum flexibility for our members. An email was sent to all members with details about this update.
  
  According to our records, the credit on your account was refunded on January 11, 2025. If you have any further questions or need additional assistance, please dont hesitate to reach out.

  Best,

  *******

• Initial Complaint

  01/13/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I feel like Im being gas litIm getting charged $70 a month for a VIP Member Credit to spend on things that are either on sale or all priced lower than $70. So why am I getting charged a ridiculous amount to money to use on items less than what Im paying for? Please see attached photos.

  Business response

  01/21/2025

  Hello *******,

  Thank you for reaching out to us through the BBB. Were sorry to hear that youre dissatisfied with our membership program.
  
  As a valued VIP member, you receive a monthly credit to select any 2-piece outfit or item worth up to $100. This benefit is valid for 12 months and can be used both online and in-store, including at **************. Additionally, every time you redeem a credit, youre eligible for a $20 bounce-back reward.
  
  Weve processed a refund for the two member credits on your account. Please allow ********************************************* your account.
  
  Thank you for your feedback and for giving us the opportunity to address your concerns. We truly appreciate your time.

  Best,

  *******

• Initial Complaint

  01/10/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Theyve been charging my debit card every month without my knowledge. When I realized this, I tried canceling my membership, but the process was a nightmare. I eventually called to cancel, and they assured me it was canceled. They even sent emails confirming a refund. I canceled the flag that I placed on the transaction with my bank on that note. However, they later claimed they wouldnt issue the refund after all, and kept charging my account. Their customer service has been a complete nightmare. They make it incredibly difficult to cancel, repeatedly asking for membership fees and creating unnecessary roadblocks.This feels like a deliberate scam. Theyve made cancellation almost impossible, and failed to honor their own refund promises.

  Business response

  01/16/2025

  Hello ******,

  Thank you for reaching out to us through the BBB. Our records show that you filed a chargeback dispute for all four charges. One of these disputes was resolved in your favor, while the other three were resolved in ours.
  
  Unfortunately, we are unable to process electronic refunds for the remaining charges due to restrictions from your card issuer. However, we can issue a refund via check, which would be delivered within 4 to 6 weeks.
  
  To proceed, please confirm if your shipping address is correct so we can initiate the check refund process.

  Best,

  *******

• Initial Complaint

  01/10/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I'm writing to seek a refund for the items that I returned. At this point, it's property theft$57.22 plus the entire order($127.13) will be returned to this garbage company. They are sharks in human ********* are you going to accept my items and withhold my money? I will never shop at this place again and I have told my family and friends to stop shopping at this place.

  Business response

  01/15/2025

  Hello ******,

  Thank you for reaching out to us through the BBB. Were sorry to hear about your experience and appreciate the opportunity to assist you.
  
  According to our records, a chargeback was filed for this order and resolved in your favor on January 12, 2025.
  
  If theres anything else we can assist you with, please dont hesitate to let us know.

  Best,

  *******

  Customer response

  01/15/2025

   
  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

  01/09/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company stole my money by claiming to have a monthly ****** button on their VIP membership, this is false. I never actually signed up for the membership, I never paid for it, yet they still charged me for the month of January. I hit **** for this current month of January and I was still charged. The membership is $59.95 and the points you receive can't buy a single item from their store.

  Business response

  01/15/2025

  Hello *****,

  Thank you for reaching out through the BBB. To clarify, our **** ****** is available from the 1st to the 5th of each month. Since you signed up after that ****** in December, we do not see a **** request on your account for January.
  
  We can confirm that your membership was successfully canceled on January 8, 2025. Regarding the monthly credit charge, we see that a chargeback dispute has been filed. Unfortunately, this prevents us from processing a refund on our end, as our attempts will be blocked until your card issuer resolves the dispute.
  
  For a faster resolution, we recommend withdrawing the chargeback dispute. Please let us know if you have any further questions or need assistance.

  Best,

  *******

• Initial Complaint

  01/04/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to formally file a complaint against Fabletics for poor customer service, improper handling of my exchange, and failure to issue a refund to my original form of payment. I recently purchased tall sweatpants from Fabletics and, upon receiving them, I realized I needed to exchange them for a different size. However, when I attempted to exchange the pants, I was informed that I could only exchange them for regular length, not tall. I spoke with a customer service representative, who assured me that they would hold the tall sizes for me while I returned the items. After I dropped off the return, the order for the exchange items was inexplicably canceled. To make matters worse, instead of issuing a refund to my original form of payment, Fabletics issued a store credit, without offering me the option to choose how I would like my refund processed. I did not authorize this store credit and am unhappy with how this has been handled. I have tried multiple timesat least 6-7 attemptsto resolve this issue with customer service representatives, including *******, **, *********, and ********* (from whom I remember their names), but all of my efforts have been met with poor service. On several occasions, representatives have either shut down the chat abruptly or refused to respond to my inquiries. I do not recall the names of the other representatives Ive communicated with, but this ongoing runaround has been both frustrating and unprofessional. I am requesting a full refund to my original form of payment. The fact that I was issued a store credit without my consent is unacceptable, and I expect this issue to be corrected promptly. Please investigate this matter and assist in ensuring that Fabletics honors my request for a refund. I would appreciate a prompt resolution to this issue. Thank you for your attention to this matter.

  Business response

  01/15/2025

  Hello *****,

  Thank you for reaching out to us through the BBB. Were sorry to hear about your experience and appreciate the opportunity to assist you.
  
  We have processed a refund for the store credit to your original payment method. Please allow ********************************************* your account.
  
  If you have any further questions or need assistance, please dont hesitate to contact us.

  Best,

  *******

• Initial Complaint

  01/03/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered $148.65 worth of merchandise on 11/1/2024. Get notice that it shipped and my order is on its way. On 11/15/2024 I receive an email that my return was received and I would be credited back to my account in 5-7 business days, but I never received my items nor initiated the return. The tracking number still shows my package has been shipped and my order is waiting to be picked up with the carrier. After multiple calls to Fabletics (and several being dropped) they said they would resend the items. They never came. I asked for a refund which I have still never received. I would just like my money back at this point.

  Business response

  01/08/2025

  Hello *********,

  Thank you for reaching out to us through the BBB. Were sorry to hear about your experience.
  
  We have issued a full refund for your order. Please allow 5 to 7 business days for the funds to appear in your account.
  
  If theres anything else we can assist you with, please dont hesitate to let us know.

  Best,

  Natasha 

  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,
  
  ********* ****

*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. ↩