If you were thinking about joining fabletics I suggest you read through the rest of this post first.
I am no stranger when it comes to subscription services. I’ve read through the contracts before signing up and make sure that it’s something that I know I have to skip each month if I do not want the product. I signed up a few months ago because I was getting into working out and I’ve seen a lot of other bloggers post some rave reviews about it. come to think of it now they’re probably fishing for invites so that they can use the credits to get free stuff as long as they remember to skip each month or they’ve worked with a PR person who’s promised them gifts in exchange for a review.
I was not one of those so my review is based purely off of me as a customer. After receiving my first outfit at the introductory rate of $19.95 plus shipping I thought to myself that the quality was no more than just okay but that I’d be interested in maybe checking out some new outfits in the future so I kept my account active. I remembered to skip the next couple of months because there were no outfits that I was interested in however last month I did forget to skip and so I was awarded a credit of $49.95. My initial thought when entering into the program is that they would select a monthly outfit for me and send it to me if I skipped, NOT A credit for the amount they charged my card. That may have been a misunderstanding in the contract with me not fully understanding that although they did select new outfits for me but I had to still apply my credit and check out IF i wanted those.
Herein lies my problem… I went to the outfits that they had and I saw that they were hosting a Memorial Day 60% off sale. I thought to myself wow! I am lucky to have this credit right now because I can get a few of the sports bras that I wanted that were on the 60% off sale and not commit to an outfit. Unfortunately they do not tell you that you cannot apply your credits to any promotional sales, in fact they only put it on the promotional sale itself so how would you know when you have a credit that it cannot be used on that unless the promotional sale is on? It is on the terms of the PROMO, not the membership details.
Thinking that maybe I was doing something wrong as it is my first credits that I was trying to apply and maybe I had to enter a promotion code I wanted to call their customer service to ask about it at this point when I was to hit apply credits it removed the promotional sale and put the full retail value of the product so my checkout cart was coming to $63 and change when I were to unapply my credit the promotional sale was back on and instead of having to pay $49.95 for the item it was once again back to $19 so why would I want to pay $49 for an item that everybody else who is not a member is getting for $19? Am I right?
Three days in a row at different times of the day I tried to call their customer service line listed under my account it says need to cancel call our customer service line or live chat… but because I wasn’t trying to cancel initially and I just had some questions about my credit I wanted to call and speak to a live representative. But after being on hold for over 15 minutes at a time and still not speaking to not one representative during their 9 a.m. to 9 p.m. hours that they promised I was getting extremely aggravated.
I then realized they just try to make it as hard as possible for customers to cancel the membership hoping that they’ll either give up or that they would keep trying until they have to pay for their new months credit. I decided I would finally use the live chat and got a customer representative on the live chat whose name was Brian.
Conveniently enough, Brian said how can I help you today when I put that I wish to cancel my membership due to something that I did not like and coincidentally the chat went blank and Brian got disconnected from the chat. I immediately logged back into my account and chose to live chat again, this time getting a representative named Jane.
Jane did not get disconnected but she did refer back to me speaking with another representative previously to her. She kept giving me a ring around the rosie question when I told her that I wanted to cancel my membership and asking if there was anything that she can do to change my mind including a $10 credit for future use if I rejoin. I explained to her that I was having a difficult time getting any customer service to answer my question and I feel like they had misled me on my credits and the fact that other customers who are not members were getting a better deal than me just did not seem right when I was supposed to be part of their “membership VIP”.
After everything was said and done she was able to refund me for a “one-time” and courtesy she said my credits and said it would take 5 to 8 business days to go back into my bank account. She also did cancel my membership for me as promised, so thank you Jane.
Overall I highly advise against joining fabletics due to getting a better deal as a regular guest shopper, but if you do choose to do so skip the calling and go with the live chat if you need any help or wish to cancel because it’s the only way you’ll get any customer service with that company.