A British woman has revealed she was unknowingly charged almost £5,000 over seven years for a monthly subscription she believed was a single purchase of leggings.
The Shocking Discovery
Claire Lane bought two pairs of leggings from the online athleisure brand Fabletics in 2017. The retailer, co-founded by Hollywood actress Kate Hudson, offered significant discounts for new customers. Unbeknownst to Ms Lane, this transaction also enrolled her in a £50-per-month VIP membership.
She only discovered the ongoing payments in October of this year, when she and her husband were reviewing statements during a change of credit cards. "I was horrified to find monthly payments of £50 to Fabletics going back seven years," she told BBC Radio 4's You & Yours. "As far as I was concerned, it was a one-off purchase and that was the end of it."
A Widespread Pattern of Complaints
Ms Lane's case is not isolated. Fabletics, launched in 2013 by Kate Hudson, Adam Goldenberg, and Don and Ginger Ressler, has faced repeated criticism and was reported to Trading Standards shortly after its launch. The core issue revolves around its VIP membership model.
Customers are offered large discounts, often up to 50%, but many claim the ongoing £44-£55 monthly fee is not made sufficiently clear during checkout. The terms require members to actively opt out of the charge in the first five days of each month to avoid it.
Other customers have shared similar experiences. Lowri De Gennaro from Llangollen, Wales, found she had been billed £54.99 a month for 30 months after a single purchase in March 2023. She received a £500 refund but was denied the remaining £1,100.
Company Response and Upcoming Law Changes
Fabletics has now refunded most of Ms Lane's money. However, the company's general manager for Europe, Mark Ralea, suggested customers must "take a little bit of responsibility." He stated the firm now informs customers four times during purchase about the subscription and insists it is "easy to cancel." Ms Lane countered that reminder emails went to her junk folder.
Mr Ralea defended the model, comparing it to a gym membership where unused credit can be spent on products. He also said the company tries to contact customers building large credit balances.
This case highlights a broader issue, with an estimated £1.6 billion lost annually by UK consumers to unwanted subscriptions. In response, new laws set for introduction next autumn will force companies to be clearer about recurring fees and make cancellation processes simpler.
