Tracy Colman  |  April 3, 2019

Category: Legal News

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A woman looks concerned while using a laptop and holding a credit card.A number of Fabletics customers allegedly end up frustrated and angry with the online retailer of women’s athletic wear. JustFab—the parent company of subsidiary Fabletics—has a controversial business model based upon internet membership monthly subscriptions. The model allows them to offer leggings and other athletic clothing at a considerable discount.

Yet customer complaints to the Better Business Bureau (BBB) tell a different story altogether. Purportedly, Fabletics customers complain of poor follow-through on behalf of outsourced customer service representatives (CSRs) when the company is called.

Several people say that after they called to terminate their monthly subscriptions, they later find out that their credit cards continue to be charged month after month.

Many Fabletics customers indicate through these BBB complaints that they never remember actually signing up for the $49.95 monthly membership. Some visitors to the website might make one purchase and then discover two months later the recurrent monthly charge.

One customer complaint said that he purchased a gift certificate for his wife and when she tried to actually use it, the company asked her all sorts of questions regarding her fashion preferences. She finally made a purchase and discovered six months later a number of monthly subscription charges made on their credit card.

A call requesting a refund of these charges was allegedly met with hostility and refusal. The wife used the balance to make a sizeable purchase of athletic wear and then attempted to cancel. A number of months later, the couple says, they discovered they were still being charged for a monthly membership.

Complaints like these are similar to those raised against many different kinds of businesses that rely on automatic renewal of a subscription to keep customers engaged. These subscription auto-renewals have been the subject of a few consumer class action settlements.

What is the Controversy Surrounding Fabletics?

Fabletics
was started by famed actress Kate Hudson along with co-founders Adam Goldenberg and Don Ressler in 2013. Although begun as an online e-commerce retailer, the company has since opened brick-and-mortar stores in malls across the U.S. These physical locations are meant to offer the convenience of allowing members to try on active wear for appearance and fit and to bolster sales of subscriptions.

Forbes reports that BuzzFeed investigated the parent company JustFab and discovered over 1,400 customer complaints over a three year period. Many of these complaints have been from people finding it difficult to end the monthly subscription charge that by default continues to show up on their credit card statements.

Cofounder Adam Goldenberg told Forbes that complaints have radically decreased in number and are now more about customer service or shipping issues. Purportedly, the BBB has supported his claim but says that the reduction seen is directly attributable to JustFab listing its subsidiaries separately for the purposes of review.

In addition to complaints about the difficulty in discontinuing membership charges, Fabletics has been criticized for their advertising campaigns which have zeroed in on direct business competitor Lululemon.

Join a Free Fabletics Class Action Lawsuit Investigation

If Fabletics continued to charge your credit card even after you canceled your subscription, you may qualify to join this free Fabletics class action lawsuit investigation.

Learn More

This article is not legal advice. It is presented
for informational purposes only.

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3 thoughts onFabletics Customers Complain They Are Charged After Canceling

  1. Nia Huggins says:

    In bought form Fabletics and didn’t realize I was being charged for 3 months. I wanted to use my leftover balance to buy more and be done. They keep trying to make me offers to stay instead of just canceling my account. I told them sever times I just want my account canceled and payment information removed from the sight. Their opt out should not be temporary and only during 5 days of the month. It’s ridiculous.

  2. Felicia R Reddick says:

    add me in

  3. April says:

    I just called the Fabletics customer service center and the representative has been very calm and nice. However, according to their financial adviser they are not able to refund me the full amount of almost $500.00 that has been charged since last year 2018. They didn’t give me enough reasons as to why I can only get refunded half of it when I never know I signed up for such terms or VIP membership. I can only recall purchasing 2 piece of leggings and paying for it in full. They also had my email address and phone number all this time but I never received messages, reminders or confirmation for such terms. I felt terrible that I can’t get my money back at all.

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