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JustFab UK don't have JustFab customer service!!

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  • OMG I was literally just about to buy boots on their buy one get one free. Decided to do a quick review check - totally would have missed this VIP thing :(

    Will have to think if I'm willing to go through the hassle
  • Hi All

    Im new to the forum but i wanted to leave a review for this awful company. I bouht boots which were completely different to the photo. So I returned the cheap looking boots the same day . It took 2 weeks to get a refund.

    Also they use your bank details to take a monthly direct debit if youre not careful. You can only cancel the subscription by calling them ( great for an internet company eh!)

    They are awful in responding you get a cut and paste response full of sale and inticements without resolving the issue. They also email you ALL the time !

    They are pretty poor , avoid them IMHO its not worth the hassle. I know its bad but theyre getting sarcastic messages from me now if they cant respond like Im a human !

    Thanks for your time :)
  • Hi I'm in the uk. My girlfriend bought two bags for £8.75 from justfab.co.uk and, to her knowledge, selected not to join the VIP Club. A month later they deducted £35 twice in one day from her bank account. She had to go to the bank to stop them taking further payments.

    Their dismissive and uninterested call centre staff insisted she had joined the club twice, despite not having sent her a single email declaring this. They tried to hide behind terms and conditions.

    Under my guidance, she wrote to their registered address demanding they repay the money, plus compensation for wasted time. They ignored this so she took them to the County Court, using the Money Claim Online government website.

    Suddenly they were keen to pay up, being aware that a Judge would take a very dim view of their little "scheme". A Judge can overturn any contract they deem unfair, and I am sure this would have been the case.

    They ended up paying £155, including a court cost of £25.

    These are the correct contact details if you want to complain to them formally:

    Jo Smith
    Office Manager, UK | JUSTFAB.co.uk
    E: [EMAIL="jsmith@justfab.com"]jsmith@justfab.com[/EMAIL]
    8-10 Dryden Street, Covent Garden, London WC2E 9NA

    His full name is Jonathan.

    I have written an e-booklet about how you can do exactly what I did, to get compensation. Search amazon for Damien Fletcher.
  • I have just had the same problem.

    My wife has made a purchase on here, and have just noticed a charge of £35.00 on my credit card statement.
    Her account shows 0 credit, but they have charged us £35.00 anyway.

    They are refusing to cancel unless I ring their premium rate number. I have sent them an email to the address above, and have informed my credit card company.

    I can't cancel as I have never joined!
  • I strongly advise everyone to avoid these scammers. My wife purchased some shoes from them after seeing justfab.co.uk advertised on television.

    When the shoes eventually arrived they were so cheap and poor quality that they're not worth £1, let alone the £35 she paid. :(

    The packing note was illegal by failing to provide full information on returns. Instead it referred us to a premium rate telephone number, which after a long hold gets you through to a barely intelligent American agent who tries their hardest to talk you out of returning the items.

    But the biggest problem was being conned into joining their £35 per month subscription service. They did this by disguising it as a tick box for having read the normal terms for making a purchase! :mad:

    Trading Standards advised me that justfab.co.uk are breaking the information cancellation and additional charges regulations 2013. There are thousands of complaints about this firm if you Google for them. I'm amazed that they are allowed to advertise on national television! I have made my report to Trading Standards and I suggest everyone else who is affected does so too then hopefully some action might be taken.
  • garry232 wrote: »
    I strongly advise everyone to avoid these scammers. My wife purchased some shoes from them after seeing justfab.co.uk advertised on television.

    When the shoes eventually arrived they were so cheap and poor quality that they're not worth £1, let alone the £35 she paid. :(

    The packing note was illegal by failing to provide full information on returns. Instead it referred us to a premium rate telephone number, which after a long hold gets you through to a barely intelligent American agent who tries their hardest to talk you out of returning the items.

    But the biggest problem was being conned into joining their £35 per month subscription service. They did this by disguising it as a tick box for having read the normal terms for making a purchase! :mad:

    Trading Standards advised me that justfab.co.uk are breaking the information cancellation and additional charges regulations 2013. There are thousands of complaints about this firm if you Google for them. I'm amazed that they are allowed to advertise on national television! I have made my report to Trading Standards and I suggest everyone else who is affected does so too then hopefully some action might be taken.

    Garry - did you get your £35 back? I have made a complaint to my credit card company listing the transaction as fraudalent. In addition, they claim you get a 'credit' for buying more shoes, however, I never even received this! If I did the wife would probably just take another pair of shoes and cancel to avoid the hassle, but right now I have nothing!

    I have sent off emails and had a response as follows. Complete fob off saying they cannot accept cancellations by email, which, as far as I am aware is complete rubbish.

    Thank you for contacting JustFab UK Member Services
    We are so sorry to hear that you want to leave us so soon!
    As a member, you can access the latest styles at the first of each month in your boutique. When you made your 1st purchase you became a VIP member. All of our members have the ability to access their JustFab boutique between the 1-5th of each month. You have the option to make a purchase, store a credit or Skip the Month. The Skip the Month option is for those members who do not wish to make a purchase. There is never an obligation to order monthly! To store a credit on your account, simply do not take an action of skipping or purchasing.
    If you don't select the Skip the Month option or make a purchase between the 1st and the 5th, a £35.00 Member Credit will be added to your boutique for a future purchase; it doesn’t expire and rolls on. It will pay for your entire next purchase whenever you decide to place an order.
    VIP members can earn reward points towards free shoes and handbags with every purchase and by inviting friends to make purchases! For every 2 friends, a VIP can earn 1 free credit towards any item on the website.
    We've included a welcome letter along with your first package explaining how our VIP programme works for your reference.Pay As You Go members get access to the seasons' hottest styles handpicked by our Stylists for just £49-£79 each. You can buy the styles you want, when you want with no need to skip the month. Delivery is free both ways and we offer easy exchanges.
    If you are wanting to cancel or switch to pay as you go, we do ask you call us at 0800- 433- 4114 Monday- Friday 8AM to 8 PM. OR
    You can also send us a postal cancellation letter addressed to:
    JustFab UK,
    Second Floor, 8 - 10 Dryden Street,
    London,
    WC2E 9NA
    We will cancel your account as soon as we receive the letter.
    Due to security we can not assist you with your billing inquiries over Email correspondence, kindly give us a call.
    If you have any questions, please contact our Fashion Consultants on 0800 433 4114, we are available 8 AM to 8 PM Monday to Friday.Alternatively, you can chat with us via Live Chat from 10 AM to 6 PM Monday to Friday.
    Looking Forward to hearing from you.
    Kind Regards,
    Denise
    Fashion Consultant
    JustFab UK
  • Well, nothing yet back from JustFab, and they are ignoring me both on their facebook page and on email. Never mind.

    Anyway, they have had written confirmation not to charge me, both by snail and email. My credit card company meanwhile has confirmed they have blocked all transactions from JustFab ltd on my card and have initiated a chargeback for the £35 they took last week.

    Is there anyone who has won a small claim against them AND managed to get the money paid, as I can see they have outstanding CCJ's against them, and their registered address seems to be a mail drop.
  • now had a refund on my credit card for the £35.00 and an email from jsmith@justfab.co.uk telling me they still think its my fault, but refunding the money as gesture of goodwill.

    I sent all emails to Jsmith and support. Support are useless and keep telling me how the system works. Be assertive and Jsmith (Jonathan Smith) will eventually give your money back...

    Oh, and they've blocked me from their facebook page and deleted my messages telling people how to get their money back! LOL.
  • Vedrina
    Vedrina Posts: 27 Forumite
    Whilst I accept people have had bad experiences the terms and conditions are pretty clear. The second bullet point is the most important point. Also if they're taking £35 in advance as a credit then that's not right!

    We only sell to individuals, and not traders or businesses.
    JustFab is a membership service. It’s free to register for an account, and there is no obligation to purchase.

    You may purchase as many products with regular retail pricing as you wish as a Regular / Pay As You Go member, or you may choose to enter into a VIP membership to receive members–only pricing and other perks.

    You become a VIP member when you checkout using the VIP option. As a VIP member:
    You will receive a handpicked monthly selection of styles at members-only pricing of £35 per style, along with other member perks.

    Your VIP membership obliges you to make the following choices each month: either make a purchase, or if you are not interested, to skip the month by the 5th of the month. Note: If you do not take action by the 5th, you will be charged £35 for a member credit, which can be redeemed at any time for 1 JustFab style worth £35.

    You may cancel your VIP membership at any time.

    You have a 14 day statutory withdrawal right of your purchase for a full refund. In addition, you have a 30-day period for exchanges or return the item for a Credit.
  • Vedrina
    Vedrina Posts: 27 Forumite
    In addition to my previous post I've done some digging I'm slightly concerned by the fact the company hasn't done a financial return-

    Accounting Reference Date: 31/12
    Last Accounts Made Up To: 31/12/2012 (TOTAL EXEMPTION SMALL)
    Next Accounts Due: 30/09/2014 OVERDUE
    Last Return Made Up To: 08/06/2014
    Next Return Due: 06/07/2015

    The accounts in 2012 indicated heavy debts, this combined with their failure to file accounts has adversely affected their credit rating-

    Cash at bank: £65,827
    Debtors: £441,971
    Creditors due within one year: £536,674
    Total Assets less Current Liabilities: -£28,876
    Shareholders Funds / Net Worth: £1,571

    Given that they appear to have county court judgements against them a serious of other problems I'd advise people to steer clear!
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