Just Fabulous, JustFab.com
Complaint 75093 Details

  • Date Occurred: 06/06/2013
  • Reported Damages: $359.55

The complaint is against an online dating profile

The complaint is a listing fraud posted on public forums or sites against an anonymous entity

The complaint is mobile text spam or smishing related against an anonymous entity

The company or person contact no longer exists

International boundaries

    • JustFab.com Complaint / User Submitted Image #75093

I saw an ad for JF that said I could sign up for free to have monthly fashion consulting emails sent to me with my personalized style. I was in the market for shoes for a friend's wedding, so I went through their questionnaire and started shopping for shoes. I found some I liked and the customer reviews said they neither ran big or small, so I bought my normal heel size (1/2 size up from my flats). I received my shoes in a timely manner but the toe peaks were mismatched and the shoe ran VERY small. I ended up not being able to wear them for the wedding. I left an honest review on their website and was actually pleasantly surprised when they called me back to try and work something out. I wasn't interested as I only went there for a one-time purchase so I just cut my losses and life went on. Months go by. Many months. I was not as organized or on top of things as normal because my husband was deployed in Iraq and life was chaotic. Around the holidays he returns and I am able to return to my normal routine of checking our bank accounts closely. I find charges from JustFab.com for $39.95 and I am absolutely baffled. I think it must be some kind of mistake and I intended to call, but anytime I get to myself to check the bank accounts is late in the evening. I log onto JF and do not see any pending orders, nor do I see where I can cancel whatever was the causing the charge. Another month goes by and I notice ANOTHER charge for $39.95. So I call. I'm stunned to discover that I was charged $39.95 every month from June 2011 until February 2012. I had "9 credits" according to their account. After scrutinizing the website I see there is a "skip" option and as I'm listening to the customer service rep explain that I was charged because "I" signed up for a monthly membership to JF. This is all news to me. Never once during my checkout process was it ever made clear or plain to me that I was authorizing JF to automatically withdraw funds from my bank account. It was only after I scoured their website that I found a tab for "Getting Started" that says it is a monthly PAID (not free, as it was advertised to me) membership. And even in the Terms & Conditions it is buried in the 2nd or 3rd paragraph and is not highlighted or put in bold print, as an honest company would do. I asked for a refund. I had to jump through at least 4-5 sales pitches before the rep finally said that she could not refund the full amount as it was not their "policy" (my, how convenient!). I was refunded 5 credits (so $199.75) but was told the remaining 4 credits ($159.80) would be required to remain as in-store credit. However, I do not want to buy anything from them. I never wanted to sign up for a monthly paid subscription. And I feel I rightfully deserve ALL my money back that was so deceptively and shadily taken from me. Now everywhere I go to find reviews about JustFab I see that I am NOT ALONE in feeling I was conned into signing up for a service I did not want, nor would I have bought shoes from them at all if I knew I would have to manually opt-out every month or cancel after my purchase was made. I have left a complaint with BBB and I read some 185 other complaints almost all of which have stock responses from JF. None of those responses is very satisfying and instead they shift the blame to the consumer instead of taking any responsibility for their deceptive and misleading business practices. I even left a comment on their Facebook page and was harassed by employees. I am not happy at all and I would love to participate in this class action lawsuit against them. I not only want my 4 "credits" refunded me, I also want them to change how they do business. I think they need a pop-up screen that, in clear and plain writing, states by clicking on this box the buyer agrees to automatic monthly charges of $39.95 unless buyer signs into the website and opts-out every month until cancellation. Anything short of that is a unacceptable cop-out.

Update: 02/25/2012

JustFabulous refunded remaining 4 credits ($159.80) February 21, 2012. This is a complete about-face from their original policy that they could not refund all my money. Their website and deceptive advertising remain unchanged.

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  • Alexys
  • Alexys SBID #3c923f60be
  • Posted 11/23/2014
  • You aren't alone! I'm glad you got all your money back! I'm glad I was only charged once before I found out (though I was not refunded)! I ABSOLUTELY agree that it should be made clear when people sign up to the site that they will be charged a monthly fee. You're right! It was buried in the terms and conditions, and they play on the fact that they KNOW many people don't read the T&C! Deceptive and shady!
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  • peachs1981
  • peachs1981 SBID #9747f3f60a
  • Posted 11/25/2014
  • Alexys, you should call back and request your money back. If they don't do that, file a complaint with the BBB. They will resolve it if it gets to that point because all they care about is remaining in good standing...and as long as they resolve their disputes with BBB they will still get a positive rating. Which is crazy, but that's how it works.
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  • kkbt
  • kkbt SBID #bd54d28fbd
  • Posted 08/09/2013
  • I just called them and didn't have a hard time cancelling (I just said no to all the offers) but they wouldn't give me my refund. The agent said they'll refund if I stay a member. No way! I love how he ended the conversation with "Like us on Facebook, have a great day!" YEAH RIGHT!
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Business Profile Summary

  • JustFab.com logo

Company Statistics

  • Complaint Against JustFab.com
  • Complaints Filed: 240
  • Reported Damages: $56,381.92
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