jennifer t.

I signed up for JF years ago when they started.
I loved the business model- monthly enrollment, ability to skip, items tailored to me, etc.

I have pretty much always been happy, if not impressed, with the quality of the items.

I always had a positive experience with customer service reps-- even though I found it a bit outdated that I had to call for certain things, and hold times can sometimes be cumbersome.

Over the years I have had a few returns for refund or credit and those went smoothly...

Until recently.

Just before my summer vacation I made two big purchases with JF within days of each other which totals over $1,000.00.
I felt comfortable offering this amount of business, because I felt they had demonstrated good business practices over all the years that I had loyally shopped them.

When I received my items, I was unhappy with over half of the purchases:

Some of the items came in the wrong size or color (which has happened before, bit they always apologized and fixed the issue)

Some of the items looked or felt cheap (there is always that risk when buying online, but again, they had always offered a refund or exchange in a situation like this)

Some of the items didn't fit my body the way I would like ( understandable - not everything a woman tries on is going to feel flattering... But, I had never had a problem returning anything for this reason before).

So, I contacted them right away to get the refund and exchange process started.
Briefly, here are the issues that I have experienced since:

They told me I am only able to return six items per month- regardless of how many items I have purchased.
When I pointed out that none of the first e print anywhere states this, I was passed a for weeks to different reps, still not getting an answer.

Next they tell me that I can return as many items as I want- but ONLY three at a time.
I told them this was unacceptable because the policy does not state that, and I don't have time to be sorting and packaging, printing labels, a d shipping boxes for weeks on end--- and so I asked for a supervisor -- Again.

They tell me - AGAIN- that a supervisor will call me within 48 hours.
A week and a half goes by with no call.

I call again- keep in mind that at this point my hold time averages about an hour per each call.
I get the manager on the phone, explain everything - they apologize a d tell me that I can go ahead and send in all the items I want to return at the same time. And they pass me back to a service Rep to send me the two order RMAs.

Now the Rep tells me to go over each item for return so she can put it on the RMA.
About five items in and she stops me, saying she cannot make an RMA with more than 7 items.

So, we set up the RMA for the smaller order out of the two- she tells me to call back after she speaks to management about how to handle the rest.

The return they processed was received, and they issued a refund. But when I check my account- they only gave me HALF of the amount owed.
After many many calls, and weeks longer- they finally completed the refund, reimbursing my money.

In the mean time- weeks of back and forth phone calls we're taking place regarding the other, larger order.
They eventually sent me an RMA with only a couple items listed, but tell me to send everything - no matter how many items, back under this RMA. They say that the warehouse will sort it and let them know how many items to refund.

So, I send the returns back, and a couple weeks go by with no refund to my account.

More calls and back and forth - each time I call they say that "oh sorry- our mistake, this should have been refunded because we got your items weeks ago. Ill refund it now, please give up to a week to see it in your account".

The problem is- that each time they say that-- the refund never comes!
In addition, they aren't even giving me credit for all of the items! Since they refused to generate an RMA which detailed each item specifically - I have no way to prove what all I sent back, except for my records, so basically my word against theirs.

The BIGGEST issue is that even though they are screwing me on a handful of items- they still haven't refunded the amount which we agree they owe!

This has been months of back and forth and 1-2 hour conversation and hold times, promises that I will get a call back but it never happens, promises that I will have a refund in a week and yet it never comes!

I am completely disgusting with the fact that they have STOLEN all this money.
Its ridiculous.

I could have done a charge back long ago- but I wanted to keep my JF service- even after all this. I had faith that they would fix it and we could continue to do business together.

At this point, they have so burned the relationship that not only will I NEVER order from them again, but I will never WEAR any of the products I have purchased over the years. I refuse to be a billboard for a company who operates as a shady thief!

JustFab, I am canceling my fabletics, just Fab for kids, and my regular account.
Enjoy those few hundred dollars you got from me- because you will NEVER see another dime of my money.

You are a garbage company with criminal practices - you could have continued to make money from me as a patron - but instead you acted criminally and robbed me instead.

I will tell every woman I know about you unethical behavior.