JustFab.com
Complaint 209508 Details

I bought 2 pairs of boots at $39.95 USD in Nov 2012 and proceeded to checkout like I did for other online stores.

I was stunned to check my bank transaction history in Feb 2013 to realise that JustFab has been deducting $39.95 monthly since Dec 2012. I called my bank and cancelled my card immediately. The bank told me that this monthly deduction from my account was due to some membership sign up so I revisited JustFab website again (I never bought anything else other than those 2 boots).

Then I saw the VIP membership program that slyly appears like you have the choice to get out of, but this option was not well highlighted to me at the point of my purchase/checkout. Neither was this mentioned in any of the confirmation emails JustFab sent me after I've ordered the boots.

Under normal circumstances, an online shopper would not have expected JustFab to ASSUME that they are willing to sign up for a VIP membership, let alone signing the customer up AUTOMATICALLY after a purchase. Customers do not know, nor was this made clear to them: That if you wanted to buy something from JustFab, you needed to set up an account. By having this account you are AUTOMATICALLY accepting the VIP membership and the responsibility to pay for the VIP membership monthly fees.

Should the customer NOT want the membership, he/she has 5 days to opt OUT of it. This is highly unreasonable and a incredibly unscrupulous way to ensure that a customer continues to shop at JustFab WITHOUT the customer even knowing that the monthly deduction goes towards a points system where he/she can redeem it for JustFab products.

I hope JustFab realises it is NOT fair to refuse a refund because

1) ANYTHING that happened after the first transaction (2 pairs of boots for $39.95) was NEVER a mutually agreed transaction

2) Just because the points we have accumulated are redeemable does not mean we should settle for redemption of other JustFab products. This will never be a good enough reason to reject a refund because WE DO NOT CARE for other products. This is why I have not bought anything else after my first transaction. Instead, I experienced immense shock when I found I have been paying for things I do not want at all.

3) If I am willing to just request for a refund of what JustFab has taken from me without my knowing (I'm NOT even asking for an amount greater than my losses), JustFab has no reason to FORCE me to accept a redemption of my points instead.