in thinking 'Justfab' is a con?

(33 Posts)
hellsbells99 Tue 30-Apr-13 11:58:16

Not sure if I should be posting this in legal. DD now 16 but was 15 when she ordered some boots through this site a couple of months ago. Everything fine. But she clicked on some more boots a couple of weeks ago, these arrived. She says she didn't understand that she'd actually ordered them as she didn't put in any payment details. I have just phoned to return these - website says good can be returned for refund. BUT apparently not! Apparently by her putting her detaisl in initially to purchase 1st pairs of boots, she has signed up to be a member and they are taking £35 out of her account every month - these are called member credits and can be used to purchase items. She is now apparently £70 in credit (next payment having just been taken out) - that is £70 that has been taken out of her account without her realising. We cannot have a refund. Do I phone trading standards....or just strangle my daughter? Is this the biggest con out? She has as a debit card for an account where she puts in birthday.Xmas money and her very low part-time earnings (£10 per week). AIBU in thinking this is a con??? - please don't be too harsh on me as this is my 1st AIBU. Any advice gratefully received

YMorton Tue 15-Jul-14 16:15:30


When you order a product from JustFab they automatically sign you up to a 'VIP Membership' which charges you �35 every month. I only noticed the �35 charge by accident when checking my account and when I called their customer service department they just patronised me and said that I hadn't read the information correctly when I signed up. After explaining that I never signed up to any VIP service and certainly didn�t agree to a �35 per month charge, I was advised that they would refund my money but only if I agreed to keep the account open! I politely declined and asked for a refund to be processed immediately.
The JustFab website advises us that their VIP MEMBER PERKS are the following;
FREE delivery & easy exchanges*
Hundreds of styles to choose from & new styles added monthly
Free to join and no obligation to buy
Quality Guaranteed
Designed in LA
Your own personal stylist

None of the above are things you cant get directly from any website and certainly not worth �35 per month!
I wont be holding my breath for this refund as I have read other reports of the same thing happening and no refunds being received.
In my mind, JustFab are just thieves!

RooneyMara Tue 30-Apr-13 16:57:46

Nice work Hells smile I am so relieved for you.

hellsbells99 Tue 30-Apr-13 16:55:02

Hello all. Hopefully we have a successful outcome. The bank were very nice and said they will try and ensure no future payments are paid to this account and said we are entitled to our money back due to her age. They said to go back to them if we had no success with the company. It was a visa debit RooneyMara. In response to a strongly worded letter that I emailed to Justfab (thanks to somebody's very kind help writing it), the company have agreed to refund all the money as in their words DD "unknowingly entered a a minor"- so I will be watching DD's account to see if it does get refunded. Thanks for everybodies help and advice.

RooneyMara Tue 30-Apr-13 15:58:20

They sound like a shower of charlatans tbh. I am sorry your dd got taken in...I think it's safe to say that sort of thing has happened to most of us once or twice.

I hope you get a result, sounds like you're covering all your bases. I recently bought from a fake website, got the money back through visa debit chargeback so if it was visa debit you might well have a case with them.

hellsbells99 Tue 30-Apr-13 14:31:14

I have just had to phone Justfab again as the email address stated in their T&Cs doesn't exist! After getting a little ratty, I have been given another email address to email to cancel the account. I am also posting a letter by special delivery too.

hellsbells99 Tue 30-Apr-13 13:45:18

Thenks borninastorm. I have told Justfab to stop the payments and cancel the account, and we are going to contact the bank as well.

borninastorm Tue 30-Apr-13 13:13:00

That money saving expert advice also explains how to get your outstanding money back.

borninastorm Tue 30-Apr-13 13:11:25

Here is Martin Lewis' (moneysaving expert) tips on how to fight and win re recurring payments on your card:

how to fight recurrent payments

Hopefully this should have some really good advice for you he's normally spot on with his help.

hellsbells99 Tue 30-Apr-13 12:59:00

didn't say I was going to ban her online - just that it would only be under supervision!!!
I know she has been conned and it is not her fault - but if she had read the conditions at all, she would have noticed the bit about being 'over 18'. ......and this she should have taken notice of! She is not daft but she is a typical teenager. I won't really strangle her - she needs to do her gcses first!

HDEE Tue 30-Apr-13 12:55:44

You can't ban her from buying online for one mistake! If she is spending her own money, at 16 she can do as she likes. No doubt she will learn from this. Making mistakes is how we all know how to do better in the future.

HDEE Tue 30-Apr-13 12:54:26

Why do you keep saying you are going to strangle your daughter? Why are you so cross with her? She's still a child, it was a mistake.

hellsbells99 Tue 30-Apr-13 12:51:49

I will also ban her from buying anything online again without supervision!

hellsbells99 Tue 30-Apr-13 12:51:05

Thanks ATJ - On the phone, they said they would cancel her subscription but not entitled to her money back sad
I am waiting to see if they reply to my email otherwise I will take it further ....and strangle my daughter, although I know she honestly didn't understand this at all.....

ATJabberwocky Tue 30-Apr-13 12:43:19

In there Terms of Service agreement:

"By placing an order through our Site or using the JustFab VIP Membership Programme, you warrant that: are legally capable of entering into binding contracts;
0.*you are at least 18 years old*; and are the authorised user of the credit or debit card used to access the Services."

"If you are contracting as a consumer, you may cancel a Contract at any time within seven working days, beginning on the day after you received the Products or, in the case of JustFab VIP Membership Programme, beginning on the day we send you a Confirmation Receipt. In this case, you will receive a full refund of the price paid for the Products or the subscription fee in accordance with our Refunds and Exchange Policy below.

To cancel a Contract, you must inform us in writing. You must also return the Products to us immediately, in the same condition in which you received them, and at your own cost and risk. You have a legal obligation to take reasonable care of the Products while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation"

Sorry for the copy and pasting, but you should be able to cancel her subscription, but I don't think you will be able to claim back the money; however, I would remind them that she wasn't old enough to join/sign a contract and did not have parental permission, and that as a good faith gesture they should return the money, otherwise you will take it further.

SlumberingDormouse Tue 30-Apr-13 12:37:12

I had exactly the same thing with a wine company. I believed (and I like to think I'm an intelligent adult!) that I'd bought a case of wine but in fact I'd signed up for a recurring payment exactly like this one. If I didn't order any wine each month it took money out of my account anyway! Thankfully, I discovered that the money was just sitting in the online account and I could get it back. Leaving wasn't easy (lots of trick screens, emotional blackmail, etc) but I managed it and they did refund my 'subscription' costs in full. Good luck.

hellsbells99 Tue 30-Apr-13 12:32:38

Thank you freddie - much appreciated! smile

Hellsbells you have mail smile

hellsbells99 Tue 30-Apr-13 12:27:12

I have just emailed them explaining she is under 18 and asking for a full refund, but I am not holding my breath! The boots that I was arranging to send me are horrible and cheap looking too - just to add to the insult!

She's under 18. She can't legally enter into a contract except for necessaries. Tell them and make them cancel.

NeoMaxiZoomDweebie Tue 30-Apr-13 12:20:49

It's not a scam it's a marketing trick. A very effective one but one which will garner huge amounts of complaints for exactly the same reason as you are complaining. Teens won't read the small print.

hellsbells99 Tue 30-Apr-13 12:17:46

Thanks Mumford - I will grill daughter as soon as she gets home from school......and then go to the bank....

MumfordandDaughter Tue 30-Apr-13 12:15:29

Hellsbells - this is called a recurring payment instead of a direct debit. They can be tricker to put a stop to, but you still have the legal right to do so. Definitely get to the bank and ask for a new card.

Reading their small print, it says that you must be 18+ to buy from JustFab. So long as your dd didn't wrongly input her age, you should be entitled to a full refund.

RooneyMara Tue 30-Apr-13 12:13:59

yes go in asap. good luck.

hellsbells99 Tue 30-Apr-13 12:11:20

Thank you for your advice. She obviously hadn't a clue what she was signing up for. I have just googled this company and there are loads of complaints saying this is a scam. She honestly thought she had signed up to buy a pair of boots not to have £35 taken out of her account every month. We will phone up the bank once she gets home from school - or may go straight into the local branch to ensure it is cancelled straight away.

RooneyMara Tue 30-Apr-13 12:05:21

Bank will deal with it. I am sure the bank will cancel any further payments if you ask them to. Explain that dd is a minor and signed up by mistake.

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