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Fabletics / Unable to cancel membership

1 Adelaide, South Australia, Australia Review updated:
Contact information:

11 August 2015
Member ID: [protected]
I contacted Fabletics to cancel my membership after realising it deducted monthly payments off my credit card.
I am aware the initial confusion is my own fault for assuming it was a once-off purchase. After I contacted them asking for the easiest way to cancel my membership, someone responded asking me to call a phone number as it can not be processed via email.
I called the phone number on my mobile (Optus server) and my work landline (Telstra server) and both were unable to connect to the phone number with the message saying 'this number is incomplete or incorrect'.
I emailed again saying I was unable to get through and asked if there was any way it could be resolved via email.
They responded saying 'the phone lines are working in Australia, contact your carrier'. I contacted both Optus and Telstra, who both said there was nothing they could do and it had nothing to do with the carrier.
I emailed again saying there was absolutely no way I was able to contact them via telephone and they would have to come up with another option regarding canceling via email. I said I didn't understand why something can be done via telephone and not email in this day and age.
They responded telling me to call the number.

Please refer to emails:
11 AUGUST 2015
FIRST EMAIL FROM EMILIE:
Hi there,
I would like to cancel my membership. Please let me know the easiest way to process this today.

FIRST EMAIL FROM FABLETICS:
Hi Emilie,
Thank you for contacting Fabletics and for a being a valued VIP Member.
We’re sorry you wish to cancel your membershp. We would like to let you know that as a VIP, you have the option to skip the month from the 1st to the 5th or make a purchase. You can skip as often as you like, and should you forget to skip, a $49.95 Fabletics credit is added to your account, good toward any Fabletics purchase.
If you still wish to cancel, you will need to call and speak to one of our Fabletics Consultants over the phone. Our Fabletics Consultants are available at +[protected], available everyday, 9am - 9pm AEDT.), and speak to one of our Fabletics Consultants. Please note we do not process cancellations, Exchanges or Returns via email and you will need to call for those requests. By the way you may invite friends to join Fabletics! You will get $10 credit for every friend you refer to become a VIP member.
feel free to contact us anytime at +[protected], available everyday, 9am - 9pm AEDT.)
Sincerely,
Mike
Fabletics Member Center

SECOND EMAIL FROM EMILIE:
HI Mike,
The number you gave me didn't work. It said it was 'incomplete or incorrect'.
Please advise as I do not want $49.95 taken out of my account today.
Emilie

SECOND EMAIL FROM FABLETICS
Hi Emilie,
Thank you for your email. I am sorry for any inconvenience you experienced when you tried to reach Fabletics. For clarification, Australia Member Services number is +[protected], available 9:00 AM to 9:00 PM AEDT .
We have tested our phone lines and everything is in working order. Kindly note, if you are attempting to call from a network phone line, you may need to check with your administrator to access an outside line.
Sincerely,
Norma
Fabletics Member Services

THIRD EMAIL FROM EMILIE:
Hi,
I have called that number on both my mobile and land line and both aren't working.
Is there any way I can resolve this via email?
There seems to be no way that I can do it via phone.

THIRD EMAIL FROM FABLETICS:
Hi Emilie,
Thank you for contacting Fabletics and for a being a valued VIP Member.
I am sorry to hear that you wish to cancel. Unfortunately, we are unable to process cancellation requests through email since we do not have the system in this department to process that transaction. Thus, for authentication purposes also, we do need you to contact our Member Services Department.
for further questions, please feel free to contact us anytime at +[protected], available everyday, (9am - 9pm AEDT.)
Sincerely,
Mike
Fabletics Member Center

FOURTH EMAIL FROM EMILIE:
As I've already told you, the number isn't working and I cannot call to cancel.
There surely isn't any difference between cancelling via email or phone.
Please cancel my membership today.

FORTH EMAIL FROM FABLETICS:
Hello Emilie,
We have tested our phone lines and everything is in working order. Kindly note, if you are attempting to call from a network phone line, you may need to check with your administrator to access an outside line.
Please call us again at +[protected], 7 days a week 9am-9pm Australian Eastern Daylight Time. We appreciate your patience.
Sincerely,
Cherry
Fabletics Member Services

FIFTH EMAIL FROM EMILIE:
This is incredibly infuriating.
Telling me to contact a number that isn't working over and over again is obviously not an option.
As I have said numerous times now, when I dial the number it says 'incomplete or incorrect'.
I have no way of contacting via phone. Is that clear?
Now please give me another option to cancel my membership or provide me with the email address of 'member services' as previously mentioned.

12 AUGUST 2015

FIFTH EMAIL FROM FABLETICS:
Hi Emilie,
Thank you for contacting Fabletics and for being a valued VIP Member.
We are sorry to hear about the concern. But we tried our phone line and everything is working fine. As much as we would like to grant your request to cancel we do not have the system in this department to process cancellation. What I can advise you is to contact your phone provider for this specific matter since our Australian members can contact us.
By the way you may invite friends to join Fabletics! You will get $10 credit for every friend you refer to become a VIP member.
for further questions, please feel free to contact us anytime at +[protected], available everyday, (9am - 9pm AEDT.)
Sincerely,
Mike

SIXTH EMAIL FROM EMILIE
I've contacted BOTH phone companies and they said there is nothing they can do.
You're going to have to come up with another option.
Anything that can be processed on the phone can be processed via email. Can you please explain to me in detail how this cannot happen in this day and age?
Please cancel my membership today.

SIXTH EMAIL FROM FABLETICS
Hi Emilie,
Thank you for contacting Fabletics and for being a valued VIP Member. We are sorry for any inconvenience you experienced when you tried to reach Fabletics. For clarification, our Australia Member Services is +[protected], 9:00 AM to 9:00 PM AEDT should you need further assistance.
We have tested our phone lines and everything is in working order. Kindly note, if you are attempting to call from a network phone line, you may need to check with your administrator to access an outside line. for further questions, please feel free to contact us anytime at +[protected], available everyday, 9am - 9pm AEDT.)
Sincerely,
Mike

Things are beginning to become quite repetitive and my questions are not being responded to. My desirable resolution is to cancel my membership before any funds are withdrawn from my account.

Thank you for your help.
Emilie

Em
Aug 11, 2015
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Comments

  • Ma
      19th of Jan, 2016
    0 Votes

    I am facing the exact same problem! Apparently the number is incorrect and I tried calling about 20 times from both my mobile and landline. Honestly starting to believe that my life will now have to be controlled by this website, I'll have to make sure I skip every single month since they are giving numbers that don't work (work of a scam artist in my opinion). They are clearly taking advantage of the fact that nobody reads the terms and conditions and just agrees to them, as people do a lot of shopping online but they never have to face such a ridiculous commitment to an online shop!

  • Ep
      13th of Feb, 2016
    +1 Votes

    Hi All!

    You need to remove the +61 and dial 1800 668 512. I called and finally, someone answered; they said that they are open 9am-9pm Australian time.
    I asked them to cancel my membership and they did, I had to force them to refund my money as it will cost us Aussies $75 not $49.99 and they said they will refund it to my bank account in 3-4 working days. I really hope that they will because if not I will loose it and take this further. I have never heard of an online shop that membership have to pay. Their clothing isn't that great anyway. I would rather pay more and realised that I am not being ripped off!

  • Me
      13th of Jun, 2016
    0 Votes

    I can't get thru either, with the +61 OR without it :( I have no idea what to do next

  • Me
      13th of Jun, 2016
    0 Votes

    hey guys if you want to dial an outside Aus line to USA you need to dial 0011 + 1 + 800 + XXX + XXXX
    Just remember it will not be a toll free number for you as your are outside the United States.
    my mobile wont let me do it so looks like I'm going to mums house to try her lanline wish me luck
    hope it works for all of you too. :D

  • Me
      14th of Jun, 2016
    0 Votes

    hi again just an update, I went to mums to use a lanline, tried the number in different ways, It worked just dialing the 1800 xx xxxx etc. without the 00111 in front of it. So yea I am in Australia too and it got thru on a lanline, hope this helps you all xx :) Hugs

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