Justine M.

DON'T EVER SHOP HERE!

The site doesn't even deserve a single-star rating.

Unlike some of the other reviews, I knew about the VIP Membership conditions of JustFab. My problems lie other fine print issues and lack of customer service.

I signed up about two weeks ago. For my first purchase, I was given 50% off one pair of shoes. There was also a BOGO sale going on at the time. I decided on three pairs of shoes. When I received them, all three pairs fit extremely poorly (one too big, one too small and one with a very strange fitting ankle strap). I wrote a review on one of the pairs saying I would need to return them.

The next day I received an email from JustFab addressed to "JustFab Member". It said that because the shoes were BOGO, they were not eligible for an exchange or refund. Nothing once came up during my order process to notify me of a final sale. I reviewed my order, along with all the main sections on the website and the page I got with the order, and NOTHING said that there were restrictions on refund policies.

I emailed them back saying that these unpublished restrictions were unacceptable. They emailed me back telling me they couldn't resolve the situation without me calling.

I called the next day and the woman on the phone again insisted that their policy was no refunds on BOGO. I said that this was not published anywhere and that I wouldn't have bought shoes from the site if that was the case as I had no idea how they would fit. She quickly said that because I was a first-time customer, they would offer a one-time refund for my shoes.

She kept insisting on a store credit. I kept insisting on a straight refund to my credit card because I still wasn't sure what sizes would be appropriate for me. One second she would acknowledge that I wanted a full refund and the next she would tell me she was going to process my store credit. When I final got frustrated and insisted on a refund, she said that that would be fine but there would be a $6 restocking fee. I again checked my order confirmation, the main parts of the website and the Order Info Slip in my package. The words "free and easy refund" were used four times on the slip alone... nowhere did it mention a restocking fee. I explained that I worked in public relations and that the company's lack of transparency is ridiculous. She finally agreed to wave the fee (though I haven't received the refund yet so we'll see).

I then asked to cancel my account as I was severely unhappy with the overall experience. She kept redundantly telling me about all the perks I would lose. When I said I didn't care, she just kept repeating herself. I finally insisted that she cancel my account and she claimed to have cancel it. She kept repeating "I'm soooo sad to see you go" over and over again. Then she finally ended the conversation with a plug to not forget to check them out on YouTube! How ridiculous.

I insisted on receiving a confirmation email for both my refund and my cancellation.

Once I was off the phone, I looked at more of the fine print on the website, I found a small section buried among statements about free returns that *some* promotion items weren't eligible for refunds. There was also a tiny section saying the returns were free save for a $6 restocking fee...

Regardless of it this website is fraudulent or not, their lack of transparency and poor customer service are reason enough not to shop with them. Save your time and money and hit the shoe stores in the mall!