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JustFab.co.uk, don't bother

(34 Posts)
TigsytheTiger Mon 27-Jan-14 14:00:33

Word of warning to anyone considering buying shoes or boots from JustFab.co.uk! A friend at work recommended them to me back in October and I went online and bought a pair of boots. When they arrived I thought they were ok but not of a great quality, but as they were only £17.50 I decided to keep them and made a mental note not to bother looking at the website again. Fast forward to today, when I actually sat and read my credit card statement properly - JustFab had taken £35 from my card in early January.

I have just called their Customer Service department to query the charge and was told that when I placed my first order, I signed up to their VIP agreement !!! (really??). They have taken a total of £105 since my first order in October. I asked for the agreement to be cancelled immediately and said I had no knowledge of the agreement and asked for a refund. Cue 25 minutes of to and fro arguments with them claiming that if they cancel the agreement then my £105 of credit will be worthless and it is their policy not to refund. They then put me on hold for 10 minutes when I asked to speak to someone more senior and I ended up ringing off.

Luckily my credit card company are very understanding and have cancelled any further payments and I will dispute the 3 lots of £35 already paid.

I have had a quick look online and lots of people seem to have fallen into the same trap. As far as I can see, when you agree to their standard T&C's you are also signing up for VIP membership and a £35 per month fee for the honour!

Yes, I should have read the smaller than small print, but I promise it is not obvious in the slightest.

So if you are tempted by the adverts on TV, don't bother, the quality is sub standard and their trading methods and customer service STINK!!

SnakeyMcBadass Mon 27-Jan-14 14:05:56

I looked into this and when I realised it was a monthly subscription I backed away fast. You're right, though, it isn't overly obvious.

furlinedsheepskinjacket Mon 27-Jan-14 18:41:10

ooo thank you op noted

BreakoutQueen Mon 27-Jan-14 18:53:07

So what do they give you for £35 a month? Even if they did send you shoes and or a bag who would want them every month. Thanks for warning op will be steering well clear smile

TigsytheTiger Mon 27-Jan-14 20:30:34

As far as I can work out they don't actually give you anything, you just build up credit. I've looked online and there are loads of reviews about this. Apparently when you tick their t&c's you are automatically enrolled and then have opt out if that makes sense. They wouldn't entertain any sort of refund and just kept spouting from their script. Useless!

Frozenatchristmas Mon 27-Jan-14 20:34:31

Thanks for the warning.

nicelyneurotic Mon 27-Jan-14 21:23:08

What a con. I'm angry on your behalf OP and will warn others!

LadyMud Mon 27-Jan-14 21:25:30

Tigsy, please report them to your local Trading Standards Dept. I'm sure you're not the only one to be tricked by this company.

NachoAddict Mon 27-Jan-14 21:28:59

I bought some boots from there and thought it was very clear that I was taking out a membership. They might have made it more obvious in light of complaints maybe?

Nombrechanger Mon 27-Jan-14 21:36:16

Thanks for the heads up.

TigsytheTiger Mon 27-Jan-14 21:38:29

When I go back on the website knowing what I now know I can see how it works but at the time I just thought I had bought boots and the VIP stuff would just be emails about 'special offers' I genuinely had no idea until 3 months later that they were taking money from my account. Gripe number one is that it isn't at all clear, backed up by plenty of online reviews and gripe two is that they make no effort to refund your money, they've had £105 of my money and I've not had nor do I want any products or services. It may be legal but it certainly has left a bad taste in my mouth and they judging by the script I was spouted they are well used to dealing with complaints like mine. I was thinking Watchdog actually. I'll certainly be more circumspect when buying online in future!

YMorton Tue 15-Jul-14 16:19:14

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!

StepAwayFromTheEcclesCakes Tue 15-Jul-14 18:39:04

that is a pain, I have fallen foul of this kind of thing with another offer MN promoted for fathers day. DS got DH the beer pack promoted on MN because it was heavily discounted. ordered it but later got an e mail that suggested they were sending me another full price pack, I logged in and realised I had inadvertently signed up for a monthly delivery at full price. It certainly was not clear when I bought the discounted pack but fortunately I realised and cancelled before they took money from me. At least in my case I would have actually had something though. glad you can highlight this Tigsy

damienxx Sun 12-Oct-14 15:52:52

Message deleted by MNHQ. Here's a link to our Talk Guidelines.

Greengardenpixie Sun 12-Oct-14 16:02:34

What a disgrace! I have had this sort of thing happen to me with my mobile phone. Some random text you may click on by accident and signing you up to £5.oo a week! My dd had my phone and this is the only thing i can think happened, its theft. I think its disgusting. I got my money back in this case from virgin mobile although it was nothing to do with them. I made a fuss.

SofaCanary Sun 12-Oct-14 16:35:04

Cheeky bastards!

OnIlkleyMoorBahTwat Sun 12-Oct-14 21:28:24

I've seen an advert for this today, on TV and also on the web. All it appeared to say was BOGOF shoes for £35.

I thought it seemed to either be too good to be true, or shite quality. So it would appear that it is a con after all.

FrontForward Sun 12-Oct-14 21:33:12

They are advertising on here aren't they (banner at the top)

I noticed today because I've been getting regular spam addressing me by name and suggesting I'd like to review my recent purchase etc etc. it's pissing me right off and I'd like to know where they got my details and email address

Greengardenpixie Sun 12-Oct-14 21:49:57

The banner at the top depends upon the individual and what they have been searching for..the googlebots pick it up. On mine it is Toast.

OldCatLady Sun 12-Oct-14 21:54:27

Wow thanks for the heads up! What a ridiculous system!!

FrontForward Mon 13-Oct-14 06:30:36

I have never searched for JustFab. Not ever. Until I saw the banner on here I didn't realise it was an actual retailer rather than just spam.

Currently and most commonly it's suggesting I become a court approved special advocate for children <totally confused>

Ledkr Fri 16-Jan-15 14:41:54

I'm reopening this thread largely because I'm too furious to make any sense but also to see if anyone has had any sucess with getting a refund.
I'm ashamed to admit that the payments have been coming out for over a year so they actually have taken over 400 pounds via PayPal and I just haven't noticed blush
I spoke to a supervisor who said they'd refund me 300 pounds only and leave the rest as credit on the account but only if I leave it open!
I mentioned that I'd be contacting PayPal and trading standards and they just hung up on me!
Does anyone have any advice or experience for me please.
Thanks

Fluffycloudland77 Fri 16-Jan-15 17:13:17

Open a dispute with paypal straightaway. I've had refunds via paypal for things the company didnt want to refund me for.

chickydoo Fri 16-Jan-15 17:30:01

I think the same company do a sports range Fabletics. The same VIP system thing. I ordered a couple of items, then a friend told me they would keep taking £35. I rang up the company cancelled the agreement before any money could be taken out of my account.
It is such a con & the clothes are poor quality too.

Ledkr Fri 16-Jan-15 20:52:07

Thanks for replying.
I rang back and accepted the 9 month refund but they still owe me four lots of 35 quid. We will be disputing the remainder with pay pal.
I had real trouble cancelling too. He said I had to opt out each month. I told him I didn't have the time to do that each month do he did end it.
He said I'd get an e mail each month to offer me the opt out, I said that as I'd not had one of those e mails for over a year then I wasn't keen to take my chances.
What a bloody nightmare

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