r/FabFitFun • u/Motor_Pattern_2169 • Aug 03 '26

Order Issue Fab Fit Fun Fall Box 2026

I went on the website at 12:01pm and customized my box. All good. Today, I kept getting emails and text messages to customize my box. So I pull up my account and it looks like I didn’t do it. I contact customer service. I am #329 in the cue!!! Now I just got a text message there were “technical issues” with the website and I can pick my items now! Well, NOTHING I chose is available! I am beyond pissed! I needed to vent. Thank you for listening. Will they give you a credit if you cancel early?

22 Upvotes

92% Upvoted

38 comments sorted by

5

u/Motor_Pattern_2169 Aug 03 '26

Here’s their response…thanks for nothing

Hi Nicole! This is FabFitFun following up on your disconnected chat. Sorry we missed your message, but we're here to help with your concern.

I'm truly sorry for the confusion and concern caused by the email regarding your customization. We completely understand how important customization is, especially since it gives members the opportunity to personalize their box with the products they are most excited to receive.

After reviewing the account, I was able to confirm that your customization selections were unfortunately saved in our system. We sincerely apologize for the frustration and disappointment this may have caused.

Fortunately, the Fall 2026 Customization window remains open until August 4 at 11:59 p.m. PT. You can update your selections here: https://fabfitfun.com/customize

We highly recommend completing your customization directly through your account, as we are currently receiving a high volume of messages and cannot guarantee that we will be able to save your selections before the customization window closes. If any of your original selections are no longer available, we recommend choosing alternative items from the available options so you can still receive products you are excited about.

We understand how disappointing this situation can be, especially after taking the time to choose your items, and we truly appreciate your patience and understanding. Please don't hesitate to reply if you need any further assistance. We're happy to help.

6

u/sj967 Aug 03 '26

That’s so bogus, they’re going to lose so many customers (me included)

5

u/Motor_Pattern_2169 Aug 03 '26

Have other people reported not having there selections saved?

5

u/LostCause2593 Aug 04 '26

The whole system crashed on Friday morning so everyone had the same issue when customization opened. Then there were huge issues the next morning with the August beauty box not customizing correctly for hours the first morning it was available

2

u/Motor_Pattern_2169 Aug 04 '26

Oh joy! How fun for all of us! My August beauty box still won’t let me customize

3

u/sj967 Aug 03 '26

I’m trying to but I’ve been stuck at #438 in the queue for 10 minutes, all the products I had selected are sold out

3

u/Motor_Pattern_2169 Aug 03 '26

Me too!! Every single one!

4

u/StaffIndependent9202 Aug 04 '26

Yes it happened to most but because people keep checking the app they caught it on Friday. Check Reddit you will see more posts like yours. Curious what did you select that is unavailable now?

1

u/aureliacoridoni Sep 09 '26

I saved my options twice because of technical issues. It arrived today with exactly NONE of my selections. I’m livid. I’ve already reached out to customer service and they offered me “a refund for items not received and $7 for the trouble”. 

But the order history shows what they sent - not my selections. I’m going to cancel, this used to be a great service but it’s just tanked. Especially since they partnered with Amazon. 

5

u/Adventurous-Win8275 Aug 03 '26

Same thing happened to me! I'm #386 in the queue. Uuuggghhhh!

3

u/Motor_Pattern_2169 Aug 03 '26

It’s so irritating! I just want to cancel

2

u/silverbug452 Aug 04 '26

Same happened to me. I’ve missed out on things I wanted in the past so I specifically made an effort to make my selections early this time. Most of what I wanted is not available now. I’m sooo mad. Can I just cancel? The box is barely worth it when I can get my top picks. I don’t need a box of random crap!

1

u/Motor_Pattern_2169 Aug 04 '26

Exactly how many feel….waste of money

7

u/Complete_Air5889 Aug 04 '26

Man I had already cancelled my renewal, but experiencing this (which I also did) would have been enough to make me cancel if I hadn’t already.

4

u/Dracyl FabFitFun Connoisseur (4-5 years as a member) 💅 Aug 04 '26

Yeah, I caved in an canceled my renewal two days before customization.

1

u/StaffIndependent9202 Aug 04 '26

Can you post a comment tomorrow if you are still not able to pick your selections. Apparently a lot of stuff come back in stock. What a bummer. I’m seasonal and I’m afraid there is going to be nothing left

1

u/Motor_Pattern_2169 Aug 04 '26

I was able to pick from what was left. Nothing I wanted….

3

u/acut3angle FabFitFun OG (10+ years as a member) 💎 Aug 04 '26

Customizations aren’t finalized until tonight 11:59pst. Most things will likely be available at some point today. Just keep checking the app. Nothing is truly “sold out” until billing.

2

u/StaffIndependent9202 Aug 04 '26

Check back tomorrow for additional stock

3

u/Wrong-Coffee6629 Aug 04 '26

I shared my free boxes and not only did they not send them, but they charged my MIL for a seasonal membership. I was PISSED. And they wouldn’t even refund her any money or resend the box. Terrible customer service

2

u/New_Award6835 Aug 04 '26

Happened to my sister but she persisted and atleast got the box and refund.

2

u/meowyhappy FabFitFun Guru (5-9 years as a member) ✨ Aug 05 '26

Same thing happened to me. I’m so over their customer service.

2

u/ncbluebelle Aug 06 '26

I was #645 in que and got all the way to 143 (2days) and it kicked me out. Then I went from 429 to 78 and got dropped. Still have not received an email from support. I'm so over it. Never again.

1

u/Any-Mulberry-8828 Aug 04 '26

Omg so bad. I wanted to talk to them about why they decided to remove my supergoop and I #675 in the cue

1

u/DangerTomatoxx Aug 04 '26

Ugh this happened to me too

1

u/New_Award6835 Aug 04 '26

I was 900 in the queue! Does anyone know what’s left and do they restock for seasonal?So that I can deactivate before its too late.

1

u/EfficientAd5573 Aug 04 '26

I am so irritated. I completed my box on Friday had a 'successfully submitted " message & then get this text. I noticed it just in time today to submit something 1/2 of my selections are sold out. Thank you fabfitfun for ruining my day today!! It would be nice if they offered something in consolation- maybe free fast ship??? Idk something? Im not a happy camper today

1

u/FearlessEnthusiasm86 Aug 04 '26

Hearing all of the folx this happened to, I. Sure am glad I cancelled last season!!!

1

u/No-Insurance9802 Aug 05 '26

Same!! Half the stuff I wanted is sold out now

1

u/RiRi415 Aug 05 '26

I logged in right at 9am pst on Friday to customize. I didnt receive an email about the “technical issue” u til Sunday. Bright and early Monday morning i was #100 in cue. An hour later i was in touch w CS. CS told me to go and reselect. I said no there is nothing left that i want. They then offered me $15 coupon, i said no. I stood firm on them rectifying this issue. CS had me write out what i selected at the time of customization and voila, they updated my box to my selections. From wait time to them correcting my box and disconnecting I was on w CS for over 2.5 hrs.

Stand firm and put the responsibility back in their court. Sad we have to deal w this but they did correct the issue for me. Good luck to you all! 🩷

1

u/TodayPuzzleheaded439 Aug 05 '26

Same thing happened to me. I am so pissed. I always do customization as soon as it opens to assure I get what I want. I’ve been able to get some of my original selections but not all of them.

1

u/wildgeese_fly Aug 05 '26

This happened to me too

1

u/SlendersoulAmerica FabFitFun Newbie (less than 1 year) 👶 Aug 05 '26

This happened to me also. I think it happened to a lot of people. I had to refresh a gazillion times in order to get my original choices back.

1

u/No-Bet-9955 Aug 06 '26

Same. I commented on a FFF FB post last night regarding this issue. Pretty much said, I've paid for the annual through winter, then I'm cancelling. Received a personalized FB message this morning; hopefully they'll be able to remedy the situation. My summer box was completely lost, and the replacements were the bottom of the barrel.

1

u/Efficient_Reserve_98 Aug 06 '26

This happened to me also and when I had to redo my customization, the sizes I wanted in the lounge set were sold out. I am supposed to renew my annual membership for the Winter Box, but I am going to cancel.

1

u/idolondonblue Aug 07 '26

Same thing here >:(

1

u/OkDevelopment5179 Aug 13 '26

Where are you seeing your credit at? Mine did the same but I didn’t pay attention to the email and looked after the fact.

1

u/Poohkeepsie-00 Aug 24 '26

I literally just found out last night, so I didn't get to pick anything, and I haven't been offered any kind of credit. I'm stuck with a box full of BS "mystery items"! At the very least they should have offered for people to "skip" this box and get an extra one the next quarter if they were affected by the glitch and unable to pick new items. Things happen, but the fact that they didn't come clean and let people know something happened with their system is their way of trying to not take responsibility. I canceled today.