My 15 year old daughter ordered some shoes using my credit card (which I allowed) and she set up an account to get the offer on the cheap shoes. My 15 year old and myself (a 47 year old woman) did not know that she had entered into a VIP agreement on my behalf in which they take £35 a month. She thought it was free in that you just signed up, like you do with a newsletter (no obligation) just to get a discount code. It was not clearly obvious in any way and although I received monthly emails I did not really understand what they were saying, I thought it was some marketing ploy that they put £35 in your account (and that this would be taken off a minimum spend of £100, for example - that's what I thought so I deleted them as I get enough junk email). I only noticed this on my credit card as a payment was taken when we were all overseas so I knew we had not ordered anything.
I spoke to a nice lady in accounts today and she explained that I have paid £140 to date. I was absolutely shocked as it is not at all clear this was a subscription (even the VIP benefit list online in the account section does not say it costs £35) and I was under the impression under consumer law this type of thing should be spelt out in very clear and highly visible wording. Anyway the lady spoke to the finance dept. and they have agreed to refund the money in full (£140.00). The only concern I have is that they cannot send an email confirming this. The phone call is recorded (I pressed the record option) but I would like a response from the company that they will be refunding the money.
I have had an email to state they have stopped the subscription following my phone call (you cannot cancel online or seem to contact the company online in anyway). My daughter orders from PLT, Boohoo and all high street online shops and this is the first time I have ever encountered this scheme which I (and clearly everyone on this site and other review sites) do not think is clearly detailed enough about what you are actually entering into. If Justfab can respond to this with an email address I will write to them asking for written confirmation of my refund.