In November, 2012, having recently suffered a stroke as well as being 15 weeks pregnant at the time, I found myself house bound and unable to venture to my local mall or retail shops to purchase much needed footwear for the upcoming winter season.
I noticed a television commercial for an online company named JustFab.com that offers footwear for a low price of 39.95 and thought i would try it out.
Through searching, I also discovered that there appeared to be a Canadian affiliate of this company under the web address of Justfab.ca and decided to use this site being Canadian.
There was also an option on the website to become a VIP member (free of charge to my understanding) where every month a "fashion consultant" will send you various shoe selections on the first of each month.
With this VIP membership, you have 5 days from the first of the month to skip the aforementioned selction sent to you by clicking a button that says 'skip this month' and you will not be charged an automatic 39.95. If you do not click "skip this month" and do not purchase any shoes within those first five days, a so called $39.95 "credit" is applied to your account and then your credit card is promptly charged that amount. Simple enough I thought, right? WRONG!
I ordered 4 pairs of boots, received confirmation of the order being processed and my credit card was charged the amount that I expected. Within a few weeks I received a notice that my order was available for pick up at my neighborhood post office.
When I picked up the boots there was an additional charge of almost $100.00 that I needed to pay to the post office. It is my understanding that these were duty charges but I left a little confused because I was sure I had ordered from the CANADIAN version of this website and ignorantly assumed that the boots I ordered were being shipped domestically.
At this point, I shrugged my shoulders and figured that it was a naive oversight on my part and that I should have paid closer attention to additional costs incurred at the time that I ordered.
December rolled round and I received my email at the beginning of the month with my selected shoes from an apparent "fashion consultant" and I declined to purchase and was satisfied with clicking the "skip this month" option button.
January then came and again I received the email at the beginning of the month with various shoe selections picked just for me. I again was not interested and intended on opting out by clicking the "skip this month" button but could not find it in the email.
I wondered again if this was some oversight on my part and as an alternative I found an "unsubscribe" button and promptly clicked on it.
Immediately another screen popped up saying that because I was a VIP member, in order to unsubscribe, I needed to call contact a JustFab consultant directly at an indicated number.
Being a flight attendant and there will be periods of time that I cannot respond to my email for a few days I then decided that this "VIP" arrangement might end up costing me more than it is worth if I don't have the opportunity to click a "skip the month" button, or directly call a consultant.
So yesterday I called the indicated number and was automatically put on hold for half an hour when suddenly a prerecorded voice announced that the number i had dialed was unavailable and please try my call again. And so I did and again was on hold for half an hour and again was cut off with the same pre recording.
I then attempted the "live chat" option with my concerns and inquiries and waited another 20 minutes while the screen message indicated that a "live chat operator" would be with me shortly. so I typed my message thinking that this might be how I initiate a conversation via live chat. When I hit send to submit my queries, an immediate typed prompted came back saying that a live chat session was not available at this time.
At this point I then find an email address where I can send questions that will receive a reply "shortly". So then complete an email briefly explaining my plight, I want to cancel my membership and the effort it has taken for me to try to get a hold of someone.
24 hours later I receive an email from JustFab support indicating that they received my email but if I still wanted to stay a member that they'll keep me on, otherwise if I still want to cancel, here's ANOTHER number I needed to call to speak with someone directly!
Day 2 and I call the second number I have been give and finally a representative answers the phone.
I very sternly explain that I want to cancel my membership and am not impressed with how my attempts have been futile in doing so.
Without even skipping a beat, the rep cheerily responds OK, i will cancel your membership and as we value our customer...blah blah blah (script reading) would just like to inquire why you have decide to cancel today.
I explain the circumstances to her as I have written here in the above letter.
She responds OK, I've cancelled your membership, would you some assistance in using your $39.95 credit accrue in January from out boutique?
I said no, I would like some validation or acknowledgement at the way my experience has been handled and I am not interested in buying more shoes with my credit.
Rep then explains that she has cancelled my membership but I can call back at anytime to use my credit for some more shoes. I then ask if I was actually charged for January and she replies, you have a "credit". I then ask, so was my credit card charged and she replied, "yes".
So I asked, you mean that you are cancelling my membership as I requested but my options are to buy more merchandise or lose that credit which I have been charged for?
She replies yes.
So I then ask to speak to a supervisor or a manager and she promptly explains that there isn't anyone available that I can speak with.
I then ask that she have her supervisor call my back and she insists that the phones ca only receive inbound calls and cannot make outbound calls.
I seriously inquire that she doesn't have a supervisor I can talk to and she keeps repeating that at this time no one is available.
So i explain that I want some sort of resolution to my inquiries that as aa consumer I can feel satisfies with and she asks if I'd be willing to accept 100 additional points in my account (not to be confused with credits...whatever that means).
I angrily explain that I have had enough and now have intentions of reporting this poor business practice and complete lack of customer service and have no problem having a lawyer handle the shadier aspects of this matter and the rep then oddly repeats a few times that she never indicated that she did not have a supervisor and offers an email address where I can contact her "floor supervisor".
I take down the address ask the rep for her full name and employee number which she will not give to me. then ask for the floor supervisors name and she gives me just the first name.
I state that I am finished with dealing with this matter with her and hang up the phone.