Complaints

This profile includes complaints for Prose's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Prose

  10 Grand St Brooklyn, NY 11249-4247

• 

  Prose

  10 Grand St Brooklyn, NY 11249-4247

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/05/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 1st 2025, I started a trial of Prose skincare. I paid for shipping. In *****, the subscription auto-renewed. I emailed in to cancel the entire subscription, the ***** order included. However, the company did not cancel my subscription, just this $140 order. I was successfully refunded. On May 31, I received another confirmation that my payment method has been charged, after explicitly writing to the company that I wanted my ENTIRE SUBSCRIPTION canceled. My exact email from ***** detailing the entire subscription cancellation was:"Hi. My order automatically renewed and it should have canceled. I do not like this skin care and this is way too expensive. Sorry I need to cancel."The response was canceling the ***** order, not the subscription, which resulted in a $140 unwanted charge. I am being held against my will to buy this company's products through predatory auto-renewal. I do not want this product, and have made that abundantly clear. The company has stopped responding to me, and now I've spent $140 on products I do not want and will not use. This is wasteful. This company should be ashamed of themselves. I DO NOT WANT THE PRODUCT, to be clear. I will return to sender the product (as Prose says it has already shipped, even though I emailed as soon as I got the notification about my order auto-processing). This business should be ashamed of the way it keeps customers around.Upon further inspection, this is a pattern of behavior with this company. Many of the reviews on this website include the same pattern of behavior - a trial, an auto-renewal, and chargebacks or a complaint filed, with the company either ghosting the customer and not responding or not issuing a refund.

  Business Response

  Date: 06/05/2025

  We see that your original outreach on 4/5 specifically requested an order cancellation. That same day, our team responded accordingly to address your order cancellation request as well as included a note about your active subscription with tips for management.
  
  We also see you recently followed up on 6/4 asking for both an order and subscription cancellation. While your order was past the point of cancellation, our team canceled your subscription accordingly that same day, per your request.
  
  We've since followed up directly via email to provide more context and to turn the situation around as much as possible. For any further support, we suggest responding directly to your email conversation with our team.

• Initial Complaint

  Date:05/29/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a trail set of. the Prose skincare and elected to sign up for a subscription. I received my subscrption twice and contacted the company to request my subscrption be cancelled and my account deleted. I explained I viewed my account and could not find where to cancel my subscription and delete my account. I also explained that I had created two accounts under two different emails and needed both accounts deleted. I asked directly for assistance to do this, but was advised of only very confusing instructions to do it myself.The company's customer serviice representative advised me I needed to visit their site cancel my subscription and then delete my account. I was then advised it would 45 days to delete my account. I followed the instructions as best I could, but again the instructions are deliberately written to make it hard to follow for the reader. The company is using deceptive ********* tactics to ***** motel customers making it easy to set up a subscription, but nearly impossible to get of their subscription. Prose is also using forced contiunuity to lock customers into paying for subsciptions by making it very challenging to delete their accounts.

  Business Response

  Date: 05/30/2025

  Hi ******, thanks for your message. I see you contacted us asking to have your account deleted, which can only be done by requesting it directly from our privacy center; this is not something Prose can do on your behalf as it requires your personal confirmation. As for your subscription, I see there is a typo in one of your two account emails, which is why your cancelation didn't work. I'll follow up shortly with more information and assistance. Talk soon!

  Customer Answer

  Date: 06/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ****** ******
  
  
  
   
  
  

• Initial Complaint

  Date:05/21/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The products are fine, I'll start with that. It was just out of my price range to get it too frequently and wasteful as I didn't use everything very quickly. So I changed my order frequency from 4 weeks to 12 weeks. My first 2 orders took about 5 days from processing to be shipped and the 4 week time span was from the day it began processing. So I changed it to 12 weeks on April 23rd when the next order started processing. However today, May 21st, I wake up to an alert from 3am that I'm being charged for another order. I reached out immediately that my order shouldn't be coming out yet as it's only been 4 weeks and I simply cannot afford this. I'm met with an empty apology, they quickly responded with essentially "we understand, but there's nothing we can do now", telling me that me changing it from 4 weeks to 12 weeks in April doesn't reflect on a current order. It wasn't changed on a current order, it was changed 4 weeks ago, well before processing occurred. I haven't even opened the box from 4 weeks ago. Funny enough, this is the first time my order has processed and shipped in the same day. My texts from prior orders prove they usually take days. Secondly after I expressed my order frequency was changed 4 weeks ago and how I'm for sure canceling all together now, there's no response hours later. Yet they responded in a timely manner the first time. I'm just asking for a refund, saying 4 weeks isn't enough time to reflect changes on a future order is bad business practice. I say this as a warning for others, and to hopefully push the company to make it right. I attached my text history with them as well, showing my orders from April and currently.

  Customer Answer

  Date: 05/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. The company reached out to me this morning with an apology and they refunded the transaction. 
  
  Sincerely,
  
  ******** *******
  
  
  
   
  
  

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered something from Prose a few months ago, but then I canceled the subscription because I did not like the products. I just received an email alerting me an order has been placed and shipped to me today. However, I never placed that order and it needs to be canceled right away. I have screenshots that show that I never placed an order today, and I canceled my subscribe and save a while ago because I did not want the product. My bank statement said I was billed and I expect that money to be refunded and the order canceled.

  Business Response

  Date: 05/20/2025

  Hi ****, thanks for your message. I just checked our system and do not see a subscription nor any orders under the email you've shared for this message; I also see no subscription in the screenshots you've shared. I'm going to reach out via email so I can investigate further. Chat with you soon!

• Initial Complaint

  Date:05/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am signed up for the free subscription, however I had my subscription snoozed so I would not get another order of my hair care products until I was ready for it. This morning (at 2 am by the way) I got an email saying my order for $120.18 worth of hair care products was processed. I had not placed an order, so I knew it was from the subscription that I guess I clearly forgot to snooze again. However, I feel that there should be a way to put it on permanent hold until Im ready. I do NOT go through my products that fast, I have barely even gotten halfway through my current bottles. And now Im going to receive extras that I do not need. It feels wasteful. Not to mention that I cannot afford this right now as I have been out of work the past month due to a major surgery. I have contacted their customer support, and it wasnt very helpful.

  Business Response

  Date: 05/09/2025

  Hi *****, thanks for your message. I do see that you previously had a 4-week subscription that you did snooze previously until today, which is why your order processed this morning, 5/9. While your order is too late to cancel, I'll be replying to your email shortly with more information. Talk soon!

• Initial Complaint

  Date:05/07/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: 4/27/25. I have had a delivery notice of 5/5/25 with a tracking number for about a week, and it has since not changed. It is now 5/7/25, and the package is still en route with an estimated delivery date of 2 days ago. I cannot get ahold of the company and their website does not allow for a submission of inquiry, despite having he correct buttons there, they do not work. I would either like confirmation of the whereabouts of my package or a full refund.

  Business Response

  Date: 05/08/2025

  Hi ********, thank you for your message; I've just checked and I do see your order is still on its way to you. I'm sorry to hear you had trouble contacting us; we're always available via our contact form on our site or at ************************************ but, as you shared, I don't see any messages from you. I'll contact you shortly via email to share more information with you and hopefully get to the bottom of what happened when trying to contact us. Talk soon!

• Initial Complaint

  Date:05/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I woke up with a $139 charge to my account from ********************** for my haircare subscription that I paused because I frequently have issues with them delivering my products, but did not want to cancel right away unless I really needed to. I could not cancel my order because of their policy, so I immediately canceled my subscription and waited for the package to arrive. As of writing this, it has been over a MONTH and i still do not have my package. I emailed them about it and they only offered me store credit for the money taken on my account, but I intend never to purchase from them again and I want a full refund to my bank account, not to my ********************** account. It is irritating having to wait on an email response instead of having a phone number to call so I can speak with a representative.

  Business Response

  Date: 05/07/2025

  We see that your order was lost in transit by our shipping carrier, so we originally offered to provide a replacement order free of charge. Upon reviewing your communication with our team, you explained you were not interested in the reshipment and we were able to resolve the matter to your satisfaction. Additionally, we see you've successfully canceled your subscription; moving forward, you wont be automatically billed or receive automatic shipments from us. For any further questions, we suggest replying directly to your email exchange with our team and we'll be happy to help further.

• Initial Complaint

  Date:05/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered products from the company on 2/9/25 and received it 2/20/25. The bottles were leaking so I reached out using their online form. No response and several days later, completely disappointed and dissatisfied with the service and product, I attempted to cancel but couldn't through my account as all they wanted was reviews of products. Making it impossible to cancel, I used the online form again. Then I receive an email saying they're shipping more c*** I reach out again with no response. I want a refund of $109 for your crappy scam.

  Business Response

  Date: 05/05/2025

  We searched our inbox but were unable to locate any prior outreach from the email address associated with your account or order numbers. That said, a member of our team will contact you via email shortly regarding your damaged order, recent refill, and subscription status.

  Customer Answer

  Date: 05/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here] how convenient you can't find anything  I have screen shots of my submissions after you ignored the first 2  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** *******
  
  
  
  
   
  

  Business Response

  Date: 05/30/2025

  Hi *****, thanks for your message. I see one of our managers reached out on 5/5 regarding your complaint but have no record of previous outreach and have yet to hear back from you. If you need more information than what we provided, don't hesitate to follow up with us there and we can help further.

• Initial Complaint

  Date:04/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed my first order with Prose on March 28, 2025, which included a hair care kit and a free skin care sample. That part went fine. Afterward, I explicitly selected that I wanted to be charged for a subscription every 12 weeks. That was clear and intentional on my ******* imagine my outrage when, less than four weeks later, I woke up to find that Prose had charged me $133.11 and $138.61 a total of nearly $272 for products I was not expecting for another two ********* make matters worse, there is no customer service phone number. I was forced to DM them on social media and send multiple emails just to get a response. When I finally did, I was told that although I had changed the subscription frequency to every 12 weeks, it wouldnt take effect until the following cycle meaning the very next order would still come on the previous, shorter schedule.Nowhere on their website does it clearly state this. There is no warning, no pop-up, no notification during the change process that tells customers this update wont take effect immediately. Its a deceptive setup that seems intentionally designed to catch people off guard.Whats even worse: I received zero notifications about upcoming charges, shipment dates, or even a heads-up that an order was being processed. No reminder, no email, nothing. Yet somehow, they had no problem continuing to send me promotional emails and marketing offers so clearly they have the infrastructure to reach out to customers when it benefits them. But when it comes to charging hundreds of dollars out of nowhere? Silence.This is completely unacceptable and reeks of unethical, shady business practices. A subscription-based company has a responsibility to notify customers about upcoming charges especially when those charges are significant.I am want a full refund for these unauthorized charges and a review of Proses billing and communication practices. Consumers deserve transparency, not manipulative loopholes and silence.

  Business Response

  Date: 04/25/2025

  Regarding our subscription frequency tool, we display a notice that the update will apply after your next scheduled charge date at the time of adjustment. We apologize for any confusion there.
  
  We also understand that a reminder email before your refill is submitted can be an incredibly helpful tool for a subscription. While we do not have reminder emails at this time, only confirmation emails, we sincerely appreciate your feedback and will absolutely be taking note of your thoughts. Hearing what our customers want and need from their subscriptions is important for us to do better.
  
  In the meantime, we see that you've been assisted directly via email regarding your unexpected refills and subscription cancellation requests. For any further questions, please reply directly to your email exchange with our team and we'd be happy to help further.

• Initial Complaint

  Date:04/25/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on subscription and I put a reminder in my phone to make sure that I canceled if I didnt like the product. I ordered the hair care and the skin care. On Monday 21 April I went into my portal and I canceled the skin care subscription. On the hair care I hadnt really had a chance touse it yet because I was using up some other shampoo that I had so I paused the subscription for one month. this morning I received an email that they had processed the order even though I had already amended and canceled. I immediately emailed them backand told them that I needed them to cancel that and never to charge my card again because at this point I also wanted to cancel hair care if they cant even listen to what I put in the portal then they obviously are not a company that I wanna work with. I did receive within an hour or two an email that said that my subscriptions had been canceled and that I would not be charged. Within an hour my debit card was charged. I immediately emailed back again asking for a refund. I have not heard back from anybody and Im now going tocall my bank and report this as a fraudulent order.

  Business Response

  Date: 04/25/2025

  We see you still had an active Haircare and Skincare subscription which is why refill orders were processed. We always offer hassle-free cancelations on our site, but its possible that you exited your subscription page before completing the process.
  
  Our team was able to cancel your subscriptions on 4/25 so you will not receive any future shipments or automatic refills. For any further assistance regarding your recent refills, please reply directly to your email exchange with our team and we'd be happy to help further.

  Customer Answer

  Date: 05/08/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ****** *********