Sophie L.

In May last year I decided to order a pair of shoes for a wedding and thought JustFab was a good deal. Little did I know I was signing up to 'VIP membership' without even realising! It wasn't until August that I noticed they had been taking £35 from my account every single month. I phoned to complain and cancel my membership (which I didn't even know I had) immediately. They basically only offered me a part refund and that the other £35 would be transferred as 'credit' but I still insisted on cancelling as I wouldn't be purchasing anything further from them. I then checked my bank statement yesterday and discovered they had taken another £35! I was absolutely furious and phoned JustFab immediately to make a complaint and request a refund. The first time I phone the lady explains that I cannot receive a refund and that I did not actually cancel my membership back in August... I then obviously begin to get more frustrated. I demand that she goes back through their phone records to prove that I cancelled. She puts me on hold for about 2 minutes and hangs up on me! I call again... same lady... different name. She claims that she will put me on hold while she listens to the phone recording... she puts the phone down on me yet again. I phone for the third time. Same lady again... another different name. I called her out on this and asked her why she was claiming to be someone else and using different names to which I did not get an answer. In the end she refused to refund me and called me a lier denying I ever cancelled in the first place. I even asked to be put through to her supervisor/manager... her response was that no one was available to talk to.
Obviously still extremely frustrated as my complaint had not been settled, I phoned my bank and explained the situation. My bank informed me that they had not only taken a payment in January, they had also taken £35 in October, November and December so £140 all together! As my bank account is VISA, they confirmed that the £140 would be back in my account the same evening and would block any future payments. Although I am happy that I have received my money back, I am certainly not happy that JustFab will continue to do this to other people! AVOID THIS COMPANY LIKE THE PLAGUE!

TIP: contact your bank immediately if unauthorised payments have been debited from your account

In May last year I decided to order a pair of shoes for a wedding and thought JustFab was a good deal. Little did I know I was signing up to 'VIP membership' without even realising! It wasn't until August that I noticed they had been taking £35 from my account every single month. I phoned to complain and cancel my membership (which I didn't even know I had) immediately. They basically only offered me a part refund and that the other £35 would be transferred as 'credit' but I still insisted on cancelling as I wouldn't be purchasing anything further from them. I then checked my bank statement yesterday and discovered they had taken another £35! I was absolutely furious and phoned JustFab immediately to make a complaint and request a refund. The first time I phone the lady explains that I cannot receive a refund and that I did not actually cancel my membership back in August... I then obviously begin to get more frustrated. I demand that she goes back through their phone records to prove that I cancelled. She puts me on hold for about 2 minutes and hangs up on me! I call again... same lady... different name. She claims that she will put me on hold while she listens to the phone recording... she puts the phone down on me yet again. I phone for the third time. Same lady again... another different name. I called her out on this and asked her why she was claiming to be someone else and using different names to which I did not get an answer. In the end she refused to refund me and called me a lier denying I ever cancelled in the first place. I even asked to be put through to her supervisor/manager... her response was that no one was available to talk to.
Obviously still extremely frustrated as my complaint had not been settled, I phoned my bank and explained the situation. My bank informed me that they had not only taken a payment in January, they had also taken £35 in October, November and December so £140 all together! As my bank account is VISA, they confirmed that the £140 would be back in my account the same evening and would block any future payments. Although I am happy that I have received my money back, I am certainly not happy that JustFab will continue to do this to other people! AVOID THIS COMPANY LIKE THE PLAGUE!