Amelia B.

I ordered two pairs of boots back in October 2016. Both came, were VERY uncomfortable to walk in and I can barely wear them for over an hour. This wasn't even the worst part. It's January now and I was just checking my back account, and saw that JustFab had taken £35 from my account this month! I emailed just fab, asking why this had happened and I was told that it was due to their VIP membership scheme. So, I replied saying ok but I need a refund of this and I needed my account to be cancelled - I received the same automated email that I had received the first time around. I emailed again asking for a refund and my account to be cancelled - no response. So, I got on their online chat, waited for almost 2 HOURS and nothing. No one came online. Following this I gave up and went to my bank, hoping they could help.

The bank gave me the JustFab customer service number to call and so I did. I was told by customer service that £35 had been taken for the last 3 months (£105 in total!). I received NO EMAIL telling me this was happening. There was no indication that I noticed when I bought the boots that this would happen - I simply assumed that signing up to be a VIP got me cheaper boots! Little did I know they would be taking my money every month WITHOUT SAYING A WORD. So, my account was cancelled and I'm still waiting for a confirmation email of this. However, I found out that since I'm under 18 it was ILLEGAL for JustFab to sign me up to VIP and take my money at any point over the last 3 months! They NEVER even asked for proof of my age! As soon as they had my details, they were taking my money. It took me at least 2 hours of arguing with a woman on customer service (who was clearly reading a script, and not actually trying to help my exact problem) for her to tell me that I needed to send proof of my age to them to get my refund. So, HOPEFULLY now I'll get my refund and they will stop stealing my money! Honestly, this company is not even worth the trouble, I would have rather paid twice the price for good quality boots from a website that wasn't going to scam me. I would avoid JustFab like the plague if I were you.