Avoid Just Russel! They are a SCAM!
I had a truly terrible experience with Just Russel. When I agreed to their terms and conditions, I didn’t realize that I was automatically subscribed to a recurring payment. The subscription fee was hidden in the fine print, and as soon as I accepted the terms, I started being charged without my consent.
I had no idea I was signing up for an automatic charge, and when I tried to reach out for help, their customer service was useless.
Inadequate Notification: They claimed that a reminder email was sent on August 17th, giving me 2 days to cancel or modify the order. However, I never saw or received this email in a timely manner, which raises serious doubts about the reliability of their communication system. Simply sending an email doesn’t ensure that it was received or seen, especially when the consequences involve automatic charges and deliveries.
They are very deceptive in how they operate. Be cautious: the moment you agree to their terms and conditions, you’re unknowingly agreeing to an automatic payment. There’s no transparency, and they won’t help if you need to cancel or get a refund.
This is a scam company—STAY AWAY from Just Russel!
Reply from Just Russel
Hey 👋,
Thank you for sharing your feedback. I'm truly sorry to hear that you had such a negative experience and that you feel misled by our subscription model. That’s absolutely not the feeling we want to leave our customers with. Transparency and customer satisfaction are very important to us, and it's clear from your experience that we fell short here.
Our subscription service is intended to ensure that pets never run out of food, and customers always have control to pause, modify, or cancel their orders. That said, your frustration around the communication and automatic charges is completely valid, and I sincerely apologize if this wasn’t clearly explained or if emails didn’t reach you as expected.
We take this feedback seriously and want to improve our processes to prevent similar situations in the future. If you're open to discussing a resolution, please contact us via https://support.justrussel.com/hc/nl/requests/new, and we’ll do our best to make things right. 💚
Thank you again for your honesty. We’re committed to learning from this and improving our customer experience.
Met vriendelijke groeten,
Joy Dierenarts Just Russel 🐾