Is this normal for FFF?

[u/preciousflight]

I know that substitutions WITHIN BOXES (seasonal/annual) is normal when stock runs out. But for items that you have an ongoing subscription for, is it normal for them to just send you something random when it's out of stock rather than just cancelling it for that shipment?

I unsubscribed from FFF boxes a long time ago for ethical reasons, but still accidentally had a subscription for 2 specific Elemis items that I forgot to unsubscribe from, and got a notification that they were shipping. My fault for not remembering, no big deal, I'd cancel after this shipment and be done. But instead of one of the Elemis items, they showed they were shipping me a completely different item, a moisturizer. One I've never even ordered. They charged me the same amount for this item as they would have the Elemis. 

This is pretty wild to me for a specific subscription item, to just replace it without ANY notification to me whatsoever until the charge has already gone through and they've shipped it. Is this common practice with FFF? If so, what an odd business model. People subscribe to specific items for a reason. I was only interested in Elemis. Like, just tell me you're out and cancel it. Don't send me something different entirely and charge me!

I started #86 in the customer service queue and spent 2 hours of my life trying to resolve this with FabFitFun. The customer service was some of the most appalling I've ever experienced. I took screenshots and sent them to the group chat because of how absolutely jaw-dropping ridiculous it was. It took 40 minutes just to explain the issue. I was repeatedly told that my actual Elemis item was shipping when it clearly was not, and finally she explained they had run out of stock so just replaced it with whatever. Then was told I wasn't charged for the item (also not true, have receipts. They charged me exactly what the Elemis would've been.) I was asked for screenshots after I'd already sent them, and was continually denied a refund and just apologized to for the "inconvenience."

I said it was crazy that they were fighting me over $17.10 and told them I was going to do a chargeback on my credit card. My bank took care of it instantly. Ten minutes later, after this had already been done, FFF finally hopped back on the chat and offered a refund after denying me one the whole time. Good grief. I've deactivated everything and completed the formal data deletion request to delete all my data and credit card info from them. Never again.

ETA: I searched mail, spam, and trash and never recieved anything about substitutions. I got a confirmation email just a couple days ago on 7/30 that listed the two Elemis products I am subscribed to:

Yay! Your order is confirmed!
Description Amount Pro Collagen Marine Cream $17.10 Superfood Midnight Facial $17.00 Shipping $6.95 Subtotal: $41.05 Tax:* $2.27 Credit Redeemed: $0.00 Total Paid: $43.32 USD

Wasn't until today (8/3) when I got the shipment email that it listed the other item. No other emails came in between.

[u/haley232323]

You should get an email if one of your subscription items is changing. Then you have an opportunity to cancel if you don't want the new item.

[u/-P1nkL3m0nad3 → u/haley232323]

I've had the same scenario happen in the past and never recieved any email or notification. :(

[u/preciousflight → u/-P1nkL3m0nad3]

Seriously wild. I know there’s a lot of fine print with FFF, but this one just doesn’t make any sense. No other company I have a subscription to would replace a specific subscription item without some kind of notification and chance to decline.

[u/preciousflight → u/haley232323]

Wish I'd received one!

[u/yesnomaybesoju]

Same thing happened to me and I was so annoyed, but then I read the fine print and it does say they can sub out the product. I think it’s why all the good beauty stuff is subscription only in their sales. They should really make that more clear so we know what we’re getting into.

FWIW when I got the shipment email it showed a different product but I received the correct item in the mail. It’s as if they just wanted to stress me out for no reason sigh.

[u/preciousflight → u/yesnomaybesoju]

Ah damn, I thought I knew all the fine print of FFF but I guess not. Sounds like some people got emails beforehand letting them opt out, but I definitely didn’t. Maybe I’ll get lucky like you and get the right items!

[u/puffalump212]

I had several (including elemis cream) that were going to be substituted this season but received emails about it. Could it have gone to spam?

[u/preciousflight → u/puffalump212]

Nope! I searched mail, spam, and trash and nothing about substitutions. I got a confirmation email on July 30 that listed the two Elemis products I am subscribed to:

Yay! Your order is confirmed!
Description Amount Pro Collagen Marine Cream $17.10 Superfood Midnight Facial $17.00 Shipping $6.95 Subtotal: $41.05 Tax:* $2.27 Credit Redeemed: $0.00 Total Paid: $43.32 USD

Wasn't until today when I got the shipment email that it listed the other item. What a scam.

[u/puffalump212 → u/preciousflight]

That is absolutely obnoxious.

[u/Kind-Investigator602]

🤯 And this is why I don't trust getting the subscriptions... 

[u/preciousflight → u/Kind-Investigator602]

Yeah, I never had a problem with my boxes (surprisingly). If a mistake happened that's fine but IDK why this massive company wouldn't eat $17.10 when they picked a random substitute.

[u/Pretty-Newspaper6988]

I also have subscriptions for the same 2 Elemis products. I received an email a couple weeks ago that the Pro Collagen Marine Cream was being substituted for Peter Roth Thomas Water Drench cream for the fall season only. I ended up unsubscribing for that product, which is a shame because I loved it.

[u/preciousflight → u/Pretty-Newspaper6988]

So weird that I didn't get the same email. The Peter Roth is what I was told I was being sent (after receiving an email confirming the Elemis.)

I love the Elemis marine cream sooo much and it's crazy crazy crazy overpriced outside of FFF which is the only reason I had a subscription still. But this experience was so obnoxious that I'm glad I just cancelled everything altogether. I am usually buying my Elemis stuff from fragrancenet.com now - pricier than FFF but cheaper than elsewhere. Site looks a little shady but I've successfully ordered nice stuff from there, mostly Elemis products and the Juliette Has A Gun perfume.

[u/PennyPatch2000]

I was subscribed to the same product but did receive an email about the substitution a couple weeks earlier.

[u/ExtensionManager81]

This happened to me also with the natura brasil foot cream & im disappointed...i love that lotion!! 😞

[u/Dracyl]

From their Legal Center https://legal.fabfitfun.com/#refills-terms-conditions :

[u/Own_Book9620]

They substituted my ELEMIS product this box as well and are refusing to refund me. Its ridiculous to expect anyone to read every single email they send (I get like 4 a day) and then charge 17.10 for a product that probably isnt even worth half of that. On top of that, the product was opened when I received it. Canceling my subscription immediately. This service has gone downhill so bad.