Tamara F.

The order itself came in and the product was fine, it is of good quality and has unique features. The process beforehand was a big issue. The system that is set up where you can 'opt out' of the monthly payments is not executed with the best interest of the customer in mind, which made me feel taken advantage of and scammed in a way. It's not easy to remember that you have 5 days before you're charged $50. I was charged for 5 months that were never used, and when talking with Customer Service to try to remedy this I was treated as if I were a nuisance, and told I could use those points for outfits. Look, it's a great service to have $50 to get specially priced outfits, but who buys $50 worth of work out clothes EVERY month? Obviously someone who can afford to pay full price anyway. I would never recommend this company because of the customer service experience alone. The clothes and deals are great, and opting out is a good option but people have lives and other bills and can't be expected to remember with no reminder email whatsoever. My power bill, yea, I am going to remember I didn't pay that one. Athletic wear? Of course it might slip someone's mind that that they decided to sign up for this expensive and money sucking experience.

In the conversation with the customer service rep, I had to fight to finally get only 3 of my 5 months back. I had to stand up for myself, and continue explaining my problem, with being made to feel that I have greatly inconvenienced the company. Of course they could give me all 5 months, they just didn't want to. I ordered this order only because I couldn't get the other $100 back! If a customer is dissatisfied and was clearly unaware/had forgotten an ongoing program that exists to BENEFIT the customer, this customer is clearly distressed over the amount taken out, and offers solutions, and you still don't listen to their concerns and go out of your way to ensure that they will come back again and their concerns are met, that is extremely poor customer service. This comes from someone who works Customer Service, and I get treated similarly (very poorly) by customers daily as I try to assist them in finding a solution, so I would like to NOT be treated that way when dealing with other customer service reps. That $100 I lost was a big deal to me, I don't just have $100 to throw out. So, the clothes are great but I didn't need them at all and actually really needed the situation properly remedied. I will wear them and when people ask about if Fabletics is a good company, I will be very honest in my reply that they should not use this company for the reasons I have explained. If a company is not existing for the customers who keep it running then it is going to be running on empty.

Just know that if you goof up and forget that you signed up for monthly payments (not everyone is Type A and on top of something as insignificant as work out clothing), you aren't going to be treated well and their customer service department will not go out of their way to ensure that you are taken care of. If there had been an attempt to show kindness and understanding it would have gone a very long way. Forgetfulness is not stupidity, especially not when caring for your customers. Trust me, I get way bigger doozies than this on the daily.