Laura C.

Definitely Pros and Cons.
I like a few other reviewers, thoroughly read everything when performing transactions online. As such, I knew exactly what I was getting into regarding the VIP status. I'm also a pretty savvy shopper, so I am familiar with the adage "you get what you pay for". My dissatisfaction is neither with the VIP program (in any capacity - labeling, enrolment, implementation, TofS, etc.), nor the quality of product. My issue is with the management of Customer Service issues, and the ethical handling of legitimate complaints.

My first purchase with JustFab went off without a hitch. I even love the product (a pair of genuine leather boots for a decent price). My second purchase however, has left a poor taste in my mouth. This round, I purchased another pair of genuine leather boots, and a jacket. Jacket is fantastic... have already worn it twice since receiving it a week ago. The boots however, were a problem. When I opened the box, the wrong product (incorrect style, colour, AND size) were inside. Outside of the box reflects what I ordered... inside not so much. Contacted Customer Service through the chat feature to inquire about resolution, only to discover I won't be able to have them ship me a replacement pair of the correct boot, as they are sold out. Customer Service rep offers me a credit. Excuse me? Not only is it clearly indicated in the Returns Policy that full refund (minus a re-stocking fee) is an option, but this is not an issue of "it doesn't fit" or "I don't like it/I changed my mind". They physically sent me the wrong boot, and in the wrong size, so even if the style was agreeable to me, it doesn't fit. It is nearly the equivalent of a defective item. So far, my requests to customer service for a refund have gone unaddressed. I've shipped the boots back in order to at least obtain my credit, but I suspect that short of having to get extremely aggressive, this vendor won't honour their policy, nor do the right thing with regards to not charging me a re-stocking fee and/or waiving replacment product shipping should I use the credit.

I'm truly disappointed. Consumers deserve to be able to rely on the published policies and be treated with respect when a company makes a mistake... regardless of how much they spend on an item.