The Athleisure business, JustFab is getting some heat after it faces scrutiny regarding the company's Corporate Marketing Officer Shawn Gold. JustFab Inc, owner of Kate Hudson's athleisure company called Fabletics, has announced that they're going to deal with their upset customers.
The company has faced accusations that it's deceiving its customers with hard to cancel monthly subscriptions. They've already been submitted to the Better Business Bureau and the Federal Trade Commission for assessment, according to BuzzFeed. Retail Dive has it that it has previously settled a $1.8 million law suit because its consumer tactics were running "afoul of British law."
The complaints against JustFab started with its $39.95 monthly VIP membership. Customers claim that they weren't given notice that they're signing up for an ongoing monthly payment when purchasing products. The only way for the subscription to be canceled is by calling it in. There is no process for online and email cancellations.
To address the issue, last year JustFab hired an auditor to look into the possibility of unsubscribing online. However, executives have stated that the number of dissatisfied customers were low and it's not entirely alarming. "Like I said before, there will always be haters. But most of the people who complained were simply frustrated," says Gold. "Understandably so. Maybe they didn't see the notifications. Maybe they couldn't easily get through to customer service."
Complaints indicate that it's unimaginable that the company's cancellation technology cannot be accommodated. The company is working on a way to cancel its VIP memberships online and promised that it will be available in the next few weeks. There is no exact date indicated. But the company's CEO pushes on that they are reimagining the business through customer feedback. "They told me how they are changing the way customer service people are treated inside a company, in turn, changing the way customers are treated. And I heard about how groups within the company collaborate unlike any fashion company ever has or could," says Gold.