JustFab UK don't have JustFab customer service!!

A question about : JustFab UK don't have JustFab customer service!!

I have tried searching for this company but couldn't find anything....but STEER CLEAR!!!

What a nightmare!!! Chose some boots with their half price offer of Ј17.50, parcel never arrived although they took the money pretty fast from my account.
Emails to their customer service were totally ignored. I then had emails telling me because I was a VIP they would be taking Ј35 a month from me unless I signed into my account & 'skipped the month'!! I then spent nearly an hour on their live chat trying to get a refund for my money & cancel my account, but they only cancel via phone!
Cue me spending another 40 minutes on hold to the worst song ever (something about being a model!!) & then having a Barbie doll voiced lady tell me over & over that I am very important to them & that I'll miss out on such wonderful things if I cancel...

She had no idea what to say when I took her 'off script' and she began to really really p*ss me off as she just wouldn't cancel my account & apologise for all the cr*apness.

Fingers crossed my refund arrives back asap, but I wouldn't touch this company with a barge pole!!
Keep away if you value your sanity folks!!

ETA: Apparently you can only 'skip the month' between the 1st & 5th of each month, any date outside of that means they take your money & keep it on your account with them as a credit!!!!

Wish I'd seen this before I used them...

https://www.consumeraffairs.com/online/justfab.html

Best answers:

• Hi Lissy Loo,
  Just made the same mistake - ordered a pair of shoes two hours ago and only just looked and seen the horror online about the site. Really REALLY wish I hadn't ordered them now, I literally just signed up to their site a few hours ago but will cancel straight away with them in the morning. DO NOT want to be scammed with them
  Did you manage to get a full refund back eventually?
• I have just fallen for this marketing ploy (scam) too. At least I received my handbag, and quickly as well. It was when I read the leaflet enclosed that I realised that I had signed up to be a "VIP" member, which entitled me to have Ј35 removed from my account each month whether I wanted to buy anything or not.
  It is only possible to cancel your membership by phone as Lisey Loo says. I spoke to someone who sounded like a robot with an American accent who said his name was Apple (?).
  Apple had a script and would not deviate from it, telling me all the advantages of the VIP membership, despite me interrupting, most politely, insisting that I would like to cancel my membership, completely, now.
  I have also logged on to my account and sent an e mail to confirm that I have cancelled, do not wish to purchase anything and do not want my bank account debited.
  I hope I have done enough to ditch JustFab.
  AVOID!
• This must be a candidate for miss-spelling!
  I can only echo the comments of the others
• They took Ј175 of mine made a small claims court claim all online took 10 minutes to complete the form and cost Ј25 but got a full refund Ј200
• I realised that they took Ј70 from my account. After ringing them and complaining I got the money refunded. When you buy from them, they automatically sign you up to a VIP membership which is hidden in their Terms & Conditions. All this rubbish about checking between 1-5th of each month and skip or they take out Ј35 to add to your account. I also rung my bank and they informed me that this Company set up monthly payments without my knowledge but they will stop it. I was also advised to check my account this month just to make sure. Them boots cost me more than they are worth and in the future I will be careful to check reviews before buying anything online.
• My daughter just noticed that Ј35 has been taken out of her account every month since December '13, we have just been into our bank and hopefully cancelled the direct debit, it mean that this company has extracted Ј280 from us, equivalent to about 50 hrs of my daughter's working life. I haven't attempted to phone them yet to try and get money returned, I am not looking forward to it, any advice would be welcome. How can it be that companies can set up and legally operate money scams like this in this country. They are oviously targeting youngsters who may not be savvy enough to look into the details and small print first. We had a similar problem with a company hooking my daughter into a monthly fee for ringtones last year.
• just had the same with my daughter! they should not allow 17 year olds to sign up! the just fab woman just put the phone down on me before I could check how to prove she cancelled this time! i was telling her that it was a crooked way to run a business! but i did not swear and I was not abusive! they also would not let her cancel and then use the credit she has (as she has had the money taken out of her account) she has to use the credit 1st and then cancel!! another phone call for us then later! i agree with daughter being responsible for reading what she signs up for but at 17 if you have never heard of repeat payments you think you are just paying for the good like on ASOS etc! as soon as I saw her statement and worked out what it was we were on to it but I'm fuming!
• 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 Ј8.75 from justfab.co.uk and, to her knowledge, selected not to join the VIP Club. A month later they deducted Ј35 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 Ј155, including a court cost of Ј25.
  These are the correct contact details if you want to complain to them formally:
  Jo Smith
  Office Manager, UK | JUSTFAB.co.uk
  E: jsmith@justfab.com
  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 Ј35.00 on my credit card statement.
  Her account shows 0 credit, but they have charged us Ј35.00 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 Ј1, let alone the Ј35 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 Ј35 per month subscription service. They did this by disguising it as a tick box for having read the normal terms for making a purchase!
  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.
• 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 Ј35 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 Ј35.00 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.
• 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 Ј35 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 Ј35 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 Ј35 for a member credit, which can be redeemed at any time for 1 JustFab style worth Ј35.
  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.