Matthew A.

My wife signed up for their VIP program unknowingly, as did many others on this site. We didn't notice the charge for several months, and racked up monthly charges totalling over $300. After reading the reviews from others who fell for this scam, I was not confident that I'd ever see a dime of that money back.

To my surprise, my snarky attitude (and threats of a corporate lawyer) seemed to do the trick! The full $300+ was refunded into my account today. Less than 24 hours after chatting with their agent! I'm still in shock that they actually refunded it. I have a feeling they're being sued or threatened with lawsuits from many parties, and it will only get worse for them if that goes public. Full transcript of my conversation is below. GO GET YOUR MONEY BACK!

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Jan 22,2020, 5:20pm
Thank you for contacting JustFab
My name is AI Anna and I am a virtual agent who can help you with basic things like: check order status or skip the month.
How can I assist you today?
Christina Jan 22,2020, 5:20pm
Put me through to Chad

Jan 22,2020, 5:20pm
I'm sorry, but I can't process returns or exchanges.
Please wait while I transfer you to a live agent.
Customer Name - Christina
Email Address - <redacted>
Shipping Address -
Reason for this chat - I was just disconnected from an ongoing chat with "Chad"!
Customer ID - <redacted>
Please wait for the next available representative.
Waiting for agent...

RoyJan 22,2020, 5:20pm
Hi, Christina.
Thank your for contacting JustFab. My name is Roy, and I will be your fashion consultant for today.
Christina Jan 22,2020, 5:21pm
Hi, I was just talking to a "Chad", and it got disconnected. Seemed like he closed it after telling me some useless information

RoyJan 22,2020, 5:21pm
Let me assist you today.
I am sorry about that.
Christina Jan 22,2020, 5:21pm
Here's what I was trying to explain to him:
Hi, I need to 1) cancel my account, and 2) I would like a refund of the past VIP charges made to my credit card. I was not aware that I was signing up for a recurring monthly charge. Looking into this online, I see I'm not alone in falling for this deceptive practice. I would like to be refunded for all but the initial VIP charge, as that was the only one I thought I was paying for.

RoyJan 22,2020, 5:22pm
Upon checking, your membership was cancelled by Chad.
Christina Jan 22,2020, 5:22pm
So he did that and then immediately disconnected? He did not even tell me he was canceling it.
What about the refund?

RoyJan 22,2020, 5:23pm
I am so sorry about that.
Christina Jan 22,2020, 5:23pm
I didn't want him to cancel it yet, as now I can't see my info or get to this chat again Can you process my refund?

RoyJan 22,2020, 5:24pm
Let me check what I can do.
Christina Jan 22,2020, 5:25pm
I'm looking at a list of complaints from other members, who were also duped into the VIP charge. You WILL refund it, today, or I will be contacting my company's law firm.

RoyJan 22,2020, 5:26pm
I can refund you 2 charges, it will be back in your card within 5-7 business days.
Christina Jan 22,2020, 5:26pm
No
You will refund me ALL VIP CHARGES
Because I was not aware I was signing up for this recurring fee. This practice is ILLEGAL, you know that right?

RoyJan 22,2020, 5:27pm
We would like to inform you that you enrolled in our VIP program after taking advantage of our introductory promo and agreeing in our VIP program in that purchase.
We strive to ensure the terms and policy of the program is disclosed in the best way possible.
Christina Jan 22,2020, 5:28pm
Bull. I see HUNDREDS of complaints from other members, all duped into this program. This enrollment was NOT CLEARLY PRESENTED to me. I was MISLED.
So you can refund all of the charges, or you can hear from my company's law firm.

RoyJan 22,2020, 5:28pm
I am sorry, this is the only refund I can offer in your account.
The remaining credit will remain in your account.
You can still use the credit in your account.
Christina Jan 22,2020, 5:29pm
What credit? I don't want the account, and I don't want store credit. Refund the charges, TO MY CREDIT CARD.

RoyJan 22,2020, 5:30pm
Once we charge you for the month, it is converted into a member credit in your account.
You can use the member credit in your future purchase.
Christina Jan 22,2020, 5:30pm
I don't care, stop with the bullsh*t runaround. I'm not an idiot. You can refund the charges, and you will.
There will be no future purchases, this company is a scam.
Stealing money from unsuspecting customers

RoyJan 22,2020, 5:32pm
I am sorry if you think of our program that way.
Christina Jan 22,2020, 5:33pm
The word you're looking for is "ashamed".
Now please refund me these charges.
Still there?

RoyJan 22,2020, 5:36pm
I am still here.
Checking what I can do.
Because the charge was taken with the terms of our program.
Christina Jan 22,2020, 5:36pm
Thank you.
Can you also send me a copy of the contract I signed, where it mentions this recurring fee?

RoyJan 22,2020, 5:37pm
You can see that in the terms of our program.
Christina Jan 22,2020, 5:38pm
No, I want to see what I SIGNED, agreeing to this program.

RoyJan 22,2020, 5:38pm
If you also try to add an item in your shopping cart right now, you can see the condition of our membership.
Christina Jan 22,2020, 5:38pm
Still not what I asked for. Show me MY SIGNATURE, ON THE CONTRACT.
If you cannot do that, then you cannot claim I agreed to anything, can you?

RoyJan 22,2020, 5:41pm
Since this is an online purchase we do not have your signature but you hit the check button that says agree.
Christina Jan 22,2020, 5:42pm
Sure, and nowhere in that message did I see anything about the recurring charge. If it was there, it was buried in other text. THIS IS STILL MISLEADING AND ILLEGAL.

RoyJan 22,2020, 5:44pm
I am so sorry if you think of it that way.
I am able to give all the charges refunded.
It will be back in your card within 5-7 business days.
Is there anything else we can help you with?
Christina Jan 22,2020, 5:45pm
Can you confirm the total amount of those charges please?
And can you please confirm that you are refunding it to my CREDIT CARD, not some store card or anything other than my credit card.

RoyJan 22,2020, 5:47pm
$319.60
Christina Jan 22,2020, 5:48pm
I agree with that amount, thank you. Can you confirm it will be refunded to my credit card which I used to make the purchases?

RoyJan 22,2020, 5:48pm
Yes, that is correct.
Is there anything else we can help you with?
Are you still there? I would love to get your concern taken care of, but I may have to end the chat if I don't hear back from you.
Christina Jan 22,2020, 5:50pm
Sorry yes i'm here
Can you confirm that the account is closed, and no additional VIP charges will be made to my card?

RoyJan 22,2020, 5:51pm
You will receive an email confirmation that your membership has been cancelled.
You will have no additional charge in your card.
Christina Jan 22,2020, 5:51pm
Ok, thank you. If this is all truthful, and I receive the refund, then I thank you for your help, and apologize for my tone!
Hopefully you understand. Thank you.