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Have a question regarding anything FabFitFun related? Our Customer Care Team can be reached 24/7 by visiting fff.me/care! Xo
FabFitFun Reviews Summary
FabFitFun has a rating of 4.1 stars from 4,325 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with FabFitFun most frequently mention customer service, winter box and annual member. FabFitFun ranks 4th among Subscription Shopping sites.
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I was refunded for the product that I never ordered and had to pay to return. At least they did refund, though.
I signed up for FabFitFun back in February and have received 2 boxes so far. I thought it was a great service and lots of fun. I discovered some products that I hadn't heard of before and would not have gone out in search of. What a great way for businesses to get their products out to people, and the "hidden treasure" aspect of receiving a box of you-don't-know-what is kind of exciting. BUT... I got home from vacation a couple of days ago and had one of their brightly colored boxes waiting for me. It contained 5 bottles of a rose water face hydrating spritz. 5 bottles! That I never ordered. I checked my bank account and saw that they had debited my account for +$50. I checked my email and saw nothing from them about this "order". I checked my online account and also saw no reference to it. I was extremely perplexed.
Contacted Customer Service and was told that they don't do returns. Hmmm. Even when I never ordered these items?
CSR response copied from his email: "You might have clicked the item and added it to your cart unintentionally and you were billed for it. After checking, your package is already in the process and I can no longer make any changes to it nor stop it from shipping."
MIGHT have clicked it?!
My response: I've looked back through my emails and looked at my account and see nothing to indicate that I placed an order at all. (I sent a screenshot of my account page on their website)
I don't know what this page would look like if I had ordered something but I am assuming if I had, it would be here. Is that not correct?
CSR explanation: "It was an item from the edit sale. You might have entered the sale and you might have unintentionally clicked an item and it was added to your cart. Edit sale does not require any checkouts and members will be billed for the items in their cart on the billing day."
Again - MIGHT! What?!?!?!?
My response (still keeping it together but getting a little bit agitated): So, just to clarify: if someone "places" an order during an "edit sale" they have no way to review that order or prove that they did or didn't place it. FabFitFun just charges their account and ships it to them protected by their "no refund" policy.
If I HAD ordered something and it never came, I would not have any recourse to prove that I had ever ordered it. That does not sound efficient or ethical.
CSR final response: "Members will be given at least a day or two to review their carts before they will be billed."
They never sent an order confirmation email so please explain how having a day or two to review a cart that I am not even aware has been filled is supposed to help me.
I was then given permission to ship back the product on my own dime, >$12. Product I had never ordered and almost was not allowed to return.
So please use this cautionary tale as a warning. I felt scammed and wonder if I hadn't pushed back as strongly as I did, if I would have been stuck with 5 bottles of rose hydrating face spritz.
I hope they correct this really terrible process they've got going on. I canceled my subscription and have shared this incident with my friends, the same friends that I had raved to about this service.
So understanding and helpful, I've never been so satisfied with a company let alone a subscription box. Rolly was truly an angel
Awesome Customer Care. I appreciate it. It was a very good experience.
The site claims you'll receive your box within a month of billing. So far, I'm given the runaround about my newly purchased summer box which is being shipped out after some members fall boxes. Nobody can contact shipper to have them ship mine. Paid on July 3, still waiting for shipping email, August 9th... Super sad.
Hello Rachel! Thank you for taking the time to review. We would like to make sure you are fully taken care of. A member of our team has followed up with you directly!
Quick and Awesome Fab Fit Fun Customer Service Team! The Gentleman I dealt with was very quick to resolve an account issue! Very Pleased
Hi Sonia! Thank you for taking the time to leave a review! We are happy to hear about your experience!
Excellent customer service! I was heard and felt understood. She really resolved my issue and I left feeling happy.
My box is HOT. And I am always excited to have it.
Hi there! Yay! We are thrilled to hear you are loving your subscription with us!
Had an ongoing glitch with billing that was fixed quick and easy via live chat customer service.
Hi Shyla! We are happy to hear we were able to resolve your issue!
I accidentally ordered a seasonal subscription and a yearly subscription in one order, obviously I only wanted the yearly one, I emailed fab fit fun right away, they informed me that they would issue me a refund straight away. They explained it isn't their usual way to refund after a subscription purchase, but they would this time as it was a genuine mistake. I am very grateful of their prompt response and the outcome.
Hi Lisa! We are happy to hear we were able to help you!
Signed up for FFF after ads for the summer box peaked my interest. Great value, fun to choose from quality curated products. Already recommended to several friends and upgraded to an annual membership. Treat yo self!
Great customer service and very friendly. Was able to resolve my early customization issue in a short timely matter.
Customer service was extremely helpful and knowledgeable about what I needed
Hi Samantha! Thanks for sharing! We are so happy to have you as a member!
I received a message telling me was card was denied. When I went to the site, I did NOT have to change ANY thing. My card number and expiration date were exactly like they were on my card. I never did find out why it was denied but I was assured it went thru and not to worry.
I was told to call my bank but I don't know why.
Hi Sandra, thanks for leaving us a review! We are glad to hear you reached out to our Customer Care team and your payment was successful. We can't wait for you to receive your new items! Xo
I utilized the Live Chat option to inquire as to why I was not able to use the promo code I had. I learned that due to my prior purchase of a Starter Box, I could not use the promo code BUT the lovely people at FFF honored the code and gave me a refund for the amount the promo was worth. They didn't need to do this, but they did which is pretty rad! The person on the other end of the live chat was sweet, helpful, and went above and beyond to help me out. I will order another box based on this customer service experience alone!
Hi Terai! We are happy to hear we were able to help! Thank you for taking the time to write a review!
I have not received my first box yet, so I cannot attest to the products yet. However, I did have an issue with my subscription, and their customer service representative when well beyond my expectations in resolving the issue.
Hi Olivia! We always want our members to have the best experience possible! We are thrilled to hear we were able to help!
The customization dates had closed and I had forgot to finish choosing my selections and reached out to customer service as soon as I realized. Rolly was the representative that I was lucky enough to work with. He checked into where my Fall 2020 FabFitFun box was and realized it was being processed to ship so he went even further and checked to see if he was able to add my customization selections. He found out he was! He sent me each option for each selection and let me take the time to look at them. At one point we got disconnected from our chat and when I logged back in I was able to tell the next customer service representative who I was working with and Rolly was able to immediately rejoin my chat assistance. I made all my selections and he was able to send my request... I was so grateful that he was able to catch the box and help me with my customization selections because I had started to make my selections the date it had opened but I had got pulled away from what I was doing and then life had got busy and I was unable to finish. I am so thankful for all the assistance that Rolly was able to give me during this experience but I am also amazed at how great the customer service has been the other few times I reach out. THANK YOU SO MUCH FabFitFun!
I am so thankful for the compassion this company has shown me. I am so appreciative of Sandy and her working with me during this difficult time.
Hi Christy! We are so happy to have you as a member!
I was able to resolve some billing questions easily and quickly through the chat feature. JD was courteous and helpful.
Hi Cecily! We are happy to hear about your experience!
Missed the date for customizing the box and was able to live chat and they let me still do it. Love everything. Get inside my boxes.
Hi Margaret! We are thrilled to hear we were able to help! Thank you for writing a review!
I am satisfied with the customer services provided from FitFatFun. They helped to resolve my problems each time I called.
Hi there! We are happy to hear about your experience!
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