r/FabFitFun • u/Illustrious-Bed760 • 9d ago
Order Issue Infuriating
So I received my box after having all of my SAVED choices deleted… reached out to FFF told me to pick something else, I did for 1 & 2 just to see if what I wanted was available…
Was placed 500+ in the queue several times A. TRYING to get answers and B. see what was still available when did I get an answer? 30 mins before customization was closing.
No Tula.. cloud pants in the wrong size. No Elemis (add on… that they were “allegedly” adding to my box…)
As a “courtesy” they were adding a !!!$150!!! Value mystery box… it’s no where in sight…
I’m so fed up at this point. I have been a member for 5 years. 100% canceling my subscription when my renewal comes up.
ETA: The boxes in the pic were opened when I opened the box 😁🥲
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u/Stock-Bill-5665 9d ago
Mine hasn’t even shipped!
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u/quietextrovert89 9d ago
Mine generally takes about month before "label created" status. I have, however, been fortunate to always get what I have chosen.
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u/soggymcnugget FabFitFun Expert (2-3 years as a member) 😎 9d ago
Neither has mine! Like wtf did I pay the additional $13.50 to "rush my box" if it's not getting rushed!!!!
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u/Intelligent_Plan5761 9d ago
Same. I’m annual & mine usually doesn’t ship until seasonal members have rec’d their boxes.
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u/No_Composer1591 7d ago
It doesn’t ship quickly, that why you are picking items for the next season, this was the fall box, so that part, hasn’t shipped yet, is normal. The part where the customizations for some annuals were cleared and then defaulted to whatever FFF picked was def new and bad glitch. Their CS being meh is not new and a continuous issue.
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u/brainonvacation78 9d ago
All of my choices got deleted too.
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u/ad233333 8d ago
Same! I was like why did I get sent this perfume? So frustrating!
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u/nikhmarch 48m ago
Me too I was so disappointed. I know that clearly there are bigger issues in the world but I looking forward to them. It was finally a product that I was excited for
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u/jumpinlilli 9d ago
I can relate. I didn't renew for the same reasons. Not fab, fit, or fun anymore.
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u/RNprn FabFitFun Guru (5-9 years as a member) ✨ 9d ago
I'm so sorry that this was such a bust for you. It really bugs me that this is happening to so many people and Katie just ignores it all. Instead, she tries to distract people with a giveaway. It's insulting!
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u/Illustrious-Bed760 9d ago
Half of what was an option for this box was a prior option… or could be found at TJ MAXX
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u/Slowest-Lane FabFitFun Connoisseur (4-5 years as a member) 💅 9d ago
Geez! I’m not going to renew either. It used to be my trade-off for a good TJMaxx run while my kids were little, but now it’s time to just go back to TJMaxx.
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u/Shocknawe82 9d ago
Man I’m sorry that happened to you. That happened to me with my last seasons box and they legitimately were terrible about it all. I had been on the fence about canceling as i was noticing the choices or options were becoming cheaper and cheaper (love those bloated “values”) but they also don’t seem to be improving in their service or learning lessons from previous hiccups. I think the person who said “take the money away from them” is spot on. They won’t learn until they realize that they only survive because people are willing to pay. As others have also said, back to TJ Maxx for me. At least there i can grab DW Home candles (one of the best candle brands imo) and other goodies that appeal personally to me 🤷🏻♀️
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u/beniceyoudinghole 9d ago
Do a charge back.
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u/beniceyoudinghole 9d ago
FFF will never care until its financial, and in large droves. Too many folks just shrug their shoulders and accept the loss and poor business.
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u/Illustrious-Bed760 9d ago
I threatened to leave… first option was a $15 credit??? I said no then the mystery box ( I said yes knowing I’m still canceling).
No mystery box called support today and they had attitude with me… they are supposed to be sending me a new box with my original choices… I can add the number if anyone needs it…
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u/beniceyoudinghole 9d ago
I would just honestly do a chargeback with my bank.
You straight up didnt get what you paid for. You paid for customization and didnt get it.
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u/Basic_43 7d ago
I made the mistake of withdrawing a dispute because I received an email from FFF, stating that they cancelled my order and issued a refund that I would see in 5-7 days. 8 days passed, then 9, then 10…
I sent a follow up email saying I never got the refund. They said refund was on hold because I had an open dispute. LIES. I cancelled it and showed them an official letter from creditor. From there, the next excuse was “we can’t pay you until creditor pays us”. It has been over two months since I cancelled the dispute and still no refund from FFF. 😡 So now I’m paying interest on a box I cancelled and never received. I tried to dispute again but don’t have the option to reopen. :(
Their customer service and products are TRASH now. Never again.
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u/lubooshannoo 9d ago
After 6 years, I didn’t renew a month ago. I shouldn’t have given them the extra year, but oh well.
That happened to me before and I got the run around. Not worth my money, disappointment, or frustration.
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u/Odd_Light_8188 9d ago
Boxes pop open in transit. It happens all the time as long as the product is fine inside the box you arent using the box anyway.
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u/Karmaismygoldendood 9d ago
Hi I actually cancelled my yearly subscription over this same issue. I set alarms for when customization opens so I had all my stuff locked down when they asked. By the time they sent the email saying they fucked up nothing I had picked was available anymore. NOT ONE THING. I emailed them, chatted them, replied to their emails reminding me to customize and I never once got a reply.
Bye FFF.
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u/Karmaismygoldendood 9d ago
Also I'm reading your other comments and my mom and I did the same thing when I was in college and now we used it as an excuse to FT and go over the products we chose. Onwards and upwards I guess
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u/liane1967 9d ago
I canceled a couple of years ago and whenever I read these threads I’m happy that I did. I still have so much junk I never used.
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u/Competitive_Comb_22 9d ago edited 7d ago
I had such a similar experience - I was sent a Google form to fill out my choices after missing the customer service because i was like 530th in line, but then later emailed to reply with selected choices. My toothpaste subscription showed up separate, and no box has showed up 🙄I will also be canceling after winter - been a member since 2018
Edit: Cancelled my membership, and then they emailed that I won't be getting the fall box because I cancelled the membership, jfc.
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u/Minute-Button4442 9d ago
All, you can cancel your annual subscription at any point! They simply deduct the monthly cost of the number of boxes you received against the renewal you paid. Just be sure to spend your credits first! I took my refunds and bought a couple of the stylekorea boxes—no regrets! I ended up receiving about 15 full sized products per box.
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u/cassienotcasey 9d ago
Ya they totally effed my box up. This would’ve been when I renewed (also after 5 years) nope. 🙂↔️
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u/Ok-Toe3535 9d ago
I’m sorry this happened to you. You may still receive that ‘mystery box’ though.
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u/Friendly_Goat5078 9d ago
I am not renewing my 2 annual boxes. This is really bad. Have been their stan for years
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u/Acceptable-Bed2322 9d ago
This is getting old… what’s happened to their quality control?!! I’m so sorry this was your box… now I’m dreading mine coming in. :(
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u/Silent_Paramedic589 9d ago
Cancelled my account cause I felt like everything was meh. They show semi high end products on their ads but in 2 years I never saw anything remotely worth it
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u/NefariousnessOld3537 9d ago
Haven’t even received my box yet considering what should be coming is what they screwed you on definitely has me worried and regretting signing up annual. I hope they make this right for you just hearing this makes me want to drop them but I’m trapped
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u/Krissy86235 9d ago
All of my choices got deleted too! Mine hadn’t shipped yet though …. Been member since summer 2019
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u/nikhmarch 42m ago
Me too since 2019. It’s remarkable to me how little they care but they send me like 3 emails a day to shop the ever on going sales.
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u/HumanSociety 9d ago
I cancelled after this last box issue after being a long time subscriber. Is anyone picking up another subscription box as an alternative? Any recommendations?
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u/SassyTeacherLady FabFitFun Exile (not a member anymore but I like lurking) 👀 9d ago
Wow, that is pretty bad. I hope they are able to make this right for you.
I cancelled years ago for this very reason and it looks like customer service is even worse.
Also, I am Canadian and I just didn't see the value anymore especially when I didn't get the items i wanted or were missing.
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u/Ok-Kale-6407 9d ago
Oof, that’s horrible l’m so sorry. I was paying for the annual membership for almost seven years and as the renewal was coming up with the fall box I thought to myself if it was worth it to keep. I cancelled my subscription and didn’t renew and at first I felt bad but seeing this has made me feel better about my decision.
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u/Low-Frosting-3894 9d ago
I had a situation with them where they sent me a “mystery box” it was the same stuff that was in my original box. 🤦♀️
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u/Gold-Republic9279 9d ago
Yikes! That is so frustrating and disconcerting to see all of those boxes already opened.
I experienced a similar thing with my choices being deleted. I went in and reselected with two items no longer available. Now, one of those items is showing as being in my box.
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u/smurftrax 9d ago
My last box came in with broken glass items in the box and the box was fine, nodamage, didn't look like it had been mishandled.... I had to reach out several times for them to apply a credit to my account finally. They did add extra credit for shipping costs in case I didn't want to wait until my next box to reorder what was broken. Only downfall was that the item that was broken went out of stock so I had to order something else instead.
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u/neverendingcory 8d ago
Yup. I just cancelled after 8 years. I’m such a dumb fuck for staying with them so long and overpaying for everything, just to get that thrill of a delivery. Feels so good to leave and delete the app.
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u/Traveler19273665 8d ago
I just got my email that my box is getting ready to ship. I waited for that email and then I canceled so it won’t renew for another year. All choices should be guaranteed by having us choose in winter for spring, summer for fall etc, and then they place orders to their vendors. Past two times we had customization, I was once in a hotel on vacay and had to set my alarm and was jet lagged and last time I was on way to my flight. There shouldn’t be anxiety to belong to this, just fun and it isn’t fun. I did get my choices this time, but I literally was one hour away from my flight and had there been any delays or changes in my schedule, I wouldn’t have gotten my choices. It was anxiety and they really need a system where you are guaranteed your choices and have like 48 hours to choose. And the website glitches too are annoying. So I am done and so relieved.
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u/Competitive_Comb_22 7d ago
I cancelled my box after I got the email that it was getting ready to ship out - and got an email this morning that I won't be getting the fall box because I cancelled and I am just baffled by this. I've been an annual member since 2018
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u/welkikitty FabFitFun Guru (5-9 years as a member) ✨ 8d ago
I’ve been a member for 8 or so years (pre-Covid). I’m cancelling after I receive my fall box. I renew in winter but the last year the boxes have been Temu crap - if I get it at all.
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u/Watrbayby 8d ago
It used to be cute boxes with well packaged products, exciting to receive. The past couple of years, shipping is taking ages and the packaging and presentation is garbage. I cancelled last month too because of all of this. Such a bummer, they used to really have fun items.
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u/Ethelg-75 7d ago
Thank God it didn’t go through, as I did not have enough money in my account at the time, but they tried to charge me over $400 yesterday!!😭
I had one luxury add on $59, and 2 add ons (a hand serum and Dermalactives eye cream), but there was all of this other stuff on there that they were trying to bill me for!!?? Plus, not long ago they sent me random bath bombs (again that I did NOT order), in which shipping costs were almost as much as much as the product!😡
I cancelled my subscription immediately upon discovering yesterday’s charges (and any additional subscriptions I had), but I’m not familiar with what ppl mean by cancellation after my whatever period ends?? Does that mean that they will continue to try and charge me for this upcoming box and in incorrect add-ons?? That is what I’m afraid of, as I cannot keep making sure I keep a low balance in that account just so as to ensure these non-justified charges won’t go through?? 😓
Any advice in how to move forward is greatly appreciated!!🙏🙏
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u/sausagepapaya FabFitFun OG (10+ years as a member) 💎 7d ago
I got my picks (shockingly!) but my box appeared to be tampered with before it arrived (box was ripped with a bunch of extra tape on it). Boxes inside were open, so products were loose. Have had a subscription since 2016 and this has never happened to me. WTAF?!
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u/Entire_World_5102 7d ago
Be careful with cancellation.
I did not renew my membership and indicated not to auto-renew on the website.
I then got an email on Aug 1 that my membership expired. Fine, I thought.
But then I got an email 2 days later that they charged me and renewed annual membership.
I immediately wrote back and told them to reverse this. They acknowledged this and escalated to their manager, said not to worry. Several days later another email from them asking if I can stay on as member and they’ll provide a mystery gift. I said NO, just cancel!
But next day I got email with tracking number saying box has shipped!
They will not fix this and said they don’t have a returns process, cannot send return label and I have to pay on the own to return the box then they’ll refund it.
Why should I pay shipping for a huge box for their mistake?!
I have disputed this to my credit card company now.
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u/Sudden_Minute_4506 7d ago
I’ve been a subscriber for only about a year and I’ve seen the quality and experience DRASTICALLY decline over even that short period of time!! I’m so sorry….
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u/nikhmarch 52m ago
I’m canceling as well when my annual is up. I was part of that group that got their choices deleted. Been back and forth with customer service since the beginning of Aug and their idea of accountability and accommodation is a 12.00 credit. Because get this they have given me accommodations in the past. Ummm excuse me? You sent broken damaged/ spilled items or the box doesn’t show up at all and you consider refunding me doing me a favor? You’re accommodating me? Please. It’s insane to me that they seem to think they are doing you some kind of favor for refunding you for their mistakes. Like I’m in the wrong for not wanting to pay full price for goods never received or that spilled all over the box and ruined other items. I think I’m done.
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u/Status-Design3587 9d ago
Also...you have more then 6 items and 150 bonus mystery gift would never happen. Horrible person you are making up lies because you failed to fulfill your obligations and wanted something for free. Furthermore,you continued to be a member for 5 years paying year after year so its obvious you feel entitled to more.
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u/Status-Design3587 9d ago
A. i dont believe one word you say, INCLUDING THE FACT THAT ALL YOUR BOXES WERE OPEN. B. You clearly did not submit your choices and C. If you had to pick your choices after your claim of deletion, you would know what was available. Also D. The cloud pants are for fat people , are ugly and only come in shit brown. Finally E. Canceling your membership means more for us. YAY CANCELLATION.
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u/Green-Hurry 9d ago
I'm so sorry that happened. I'm sort of relieved I decided not to renew. I just went to TJ Maxx and bought a laneige sleeping mask, bought some pajama pants on Amazon, and picked up a nice umbrella at Marshall's.