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:07/25/2025

  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 submitted for their trial size and started a subscription with them over a month ago, the trial sizes didn't come for a long time, so I canceled the subscription before I received them well in advance of the first subscription date. This morning 7/25/25 I receive an email stating that an order was placed. I immediately contacted them to state this and they say it's already been placed and they cant cancel it. This is ridiculous and I know I canceled this subscription weeks ago. They are being sneaky and still charging you when you no longer want their products which aren't even good now that I've tried the samples since they just barely got here. I need this money for bills and they've taken it without my permission after canceling. And from reading other complaints I can tell they're going to say it was active until today because I went back in and canceled again today. I know I canceled it previously.

  Business Response

  Date: 07/25/2025

  Hi ********* thanks for your message. I've just checked your account and I do see that a subscription order was placed today for your skincare and that you also canceled your subscription successfully today, 7/25. While canceling your subscription does not cancel an order already in progress, I'll reach out shortly via email to share some more information. I'll talk to you soon!

  Customer Answer

  Date: 07/25/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory to me and the matter has been kind of resolved. Theyve reached out saying what they say to everyone else but they need to change how the cancellation happens. It happens way too much that someone didnt fully cancel the subscription because it takes you saying cancel about five times before theyll do it. Their products are too expensive to be messing around with peoples money. I will be returning the products for a refund after I receive them. 
  
  Sincerely,
  
  ******** **********
  
  
  
   
  
  

• Initial Complaint

  Date:07/25/2025

  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 ordered 6/27/25 some sample haircare. It was received 7/8/25. Website says 30 days to try it. I have used it twice-wasn't sold, now? I know I hate it. Today, 7/25/25 I have a pending $122.16 for auto renewal. 17 days is not 30. I have canceled with them, waiting for emails back for my return of original product and return of the stuff that has not been shipped. I responded within an hour of the email-yes I was awake in the middle of the night.

  Customer Answer

  Date: 07/25/2025

  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:07/24/2025

  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.

  Today July 24th, 2025 I was charged $131.86 by Prose, I was never informed of a charge that would come through on my account or notified of a subscription being made. The business has yet to resolve the issue, they do not offer order cancellations even if the order was placed that very day.

  Business Response

  Date: 07/24/2025

  Hi ****** thanks for your message. I've looked at your account and do see you signed up for a skincare subscription to redeem the Skincare Starter Set promotion available to new customers, which is why you received a subscription refill. While, as stated in our FAQs, we can't cancel orders that have been placed, I'll be emailing you shortly to help further and provide some additional informationtalk soon!

  Customer Answer

  Date: 07/26/2025

  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:07/19/2025

  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 was on the website and I had paid for a free package, and the total was about $6. I guess I had also unknowingly subscribed to Prose so when I looked at my order receipts it said I had paid $123 dollars instead. I am trying to cancel my order and get a full refund because why was the total not listed on the website?

  Business Response

  Date: 07/21/2025

  We see you've already been in contact with our team directly via email and have received assistance with your subscription. That said, to clarify, when you ordered the Skincare Starter Set, you were only charged $6.95 for shippingthe trial-size products themselves were free. However, as outlined in the offer details, ordering the starter set does automatically subscribe you to the full-sized versions of the Cleanser, Serum, and Moisturizer:

  Get your Skincare Starter Set free when you subscribe to Cleanser, Serum, and Moisturizer. Subsequent subscription orders will receive 15% off and free shipping. Offer is valid while supplies last and to first-time skincare subscribers only. Cannot be applied to previous orders.

   
  The amount you were seeing was for your upcoming first refill order, but you hadn't been charged yet. Additionally, all pricing for full-size skincare products is listed on our website prior to checkout, and the subscription can be canceled anytime before your refill processes.

  
  We see you've successfully canceled your subscription so, moving forward, you wont be automatically billed or receive automatic shipments from us. If you'd like, you can continue to place non-subscription orders or resubscribe through your subscription page.

• Initial Complaint

  Date:07/15/2025

  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 ordered a sample from Prose on June 10th 2025. I cancelled my subscription when I received the samples on June 26th, because I just wanted to try it not actually subscribe. Today July 15th 2025, Prose billed me $134.97 for the subscription that I had cancelled on June 26th. Upon contacting them, they said they would not refund my money and cancelling my order, which is ridiculous because as typing this it is still pending on my credit card.

  Business Response

  Date: 07/16/2025

  First, we see that you still had an active Skincare subscription which is why an order was processed on 7/15.
  
  We always offer hassle-free cancelations on our site, but its possible that you exited your subscription page before completing the process. To explain, after selecting your cancelation reason, you will be prompted to confirm it by clicking Cancel My Subscription a second time. After that, youll see that your subscription is inactive and receive a confirmation of cancelation email; if this final step isn't completed, your subscription will remain active.
  
  That said, we do see you successfully canceled your subscription the day your order was processed; moving forward, you wont be automatically billed or receive automatic shipments from us.
  
  As for the order itself, as mentioned and noted in our FAQ, we cannot cancel orders once they've been processed due to the custom, made-to-order nature of our products. Your order was shipped from our facility the same day the order was processed, which reflects our quick production timeline.

  We've also been in contact with you directly via email regarding your subscription and order. For any further questions, we encourage you to reply directly to your email exchange.

• Initial Complaint

  Date:07/02/2025

  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.

  I joined a subscription plan for skincare products but later cancelled it. My account status shows no active subscription and I have not placed any individual orders for skincare products. However, I received an email on 6/30/25 stating that my order was sent. Again, I do not have an active subscription and did not place an order. I tried to contact the company using their online form. I tried on multiple days on three different devices but the "submit" button does nothing - no email is sent. There is no separate customer service email and I cannot find a phone number online. You can only use the customer service with the broken link. No way to resolve this and I don't want this to keep happening.

  Business Response

  Date: 07/03/2025

  Hi ***, thanks for your message. After reviewing your account, I see your skincare subscription refill processed on 6/23 and you had an active skincare subscription until 6/26, when you canceled your subscription. This is why your skincare subscription order still processed but I'll be following up shortly with more information. Talk to you soon!

• Initial Complaint

  Date:06/21/2025

  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.

  Attempting to request refund for products purchased. Ordered 06/02/2025 and received order on 06/16/2025. Website states "Love your first order (or its on us) within 30 days of delivery." Return page states "To return your order for a full refund: Please contact us "here" and select Return my order for a refund. When you click "here", there is not an option to select Return my order for a refund. There is only an email option. I submitted an email request. I also submitted a request to cancel my subscription. I did not receive email confirmations for either transaction and I have no way of knowing if requests were even received as the sending an email through Prose website is the only means of contact. I am requesting a full refund and cancelation of the subscription. I do not love the products, poor quality and did not work for my hair at all.

  Business Response

  Date: 06/23/2025

   We do offer the contact reason, "I want to return my order for a refund," as a selection when completing our contact form. A screenshot of this option has been attached.

  We also see that our team has replied to your outreach directly so encourage you to reply directly to your email interaction for any further assistance.

  Customer Answer

  Date: 06/28/2025

  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:

  Following my BBB complaint, Prose sent me an email (attached above) in which no offer for refund is made but rather stating that their chemist asks that all products be used 5-7 times, reach out to them for formula adjusts etc. I am not interested in using their product more days or adjusting anything.  My hair looked terrible with Prose products and I am requesting a full refund as stated in original complaint.

  As for Prose' response to BBB:

  MESSAGE FROM BUSINESS:

  "We do offer the contact reason, "I want to return my order for a refund," as a selection when completing our contact form. A screenshot of this option has been attached.

  We also see that our team has replied to your outreach directly so encourage you to reply directly to your email interaction for any further assistance."

   This screenshot Prose provided is from Prose contact page in which email though their website is the only option. I did complete and send the email requesting a full refund. Again, there is no option on their website to process a return for a refund. There is only this option in their screenshot to contact them via email to request a return. And I completed the contact form, requesting a refund on 6/21/25, as I stated in my original complaint. I received an email from Prose on 6/21/25 (attached above) stating they "We're working through higher-than-usual volumes and will do our best to get back to you ASAP." 

   

   Prose return information page states: "Love your first order or it is on us". 

  It does not state "you must continue to use our products for so many days, allow our chemist to make adjustments etc."

  I am again requesting a full refund of $86.63.

   

   

   

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

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

  Business Response

  Date: 07/02/2025

  Hi, thanks for getting in touch!

  We generally recommend all customers give their custom formulas a few tries to ensure proper acclimation for either skin or hair, depending on the products they purchase. I also see that our team mentioned that while we recommend giving the products a few more tries, we're happy to help with next steps if you're still not satisfied. I apologize for any miscommunication.

  Our team's followed up with you to provide next steps. 

• Initial Complaint

  Date:06/19/2025

  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.

  When I ordered my hair care products, I was given a free sample of skin care to try out. I was not going through it fast Enough, and I was not as impressed with it as the hair Products, so I went to their website to cancel my next ******** the process of trying to cancel that's my order There were approximately 4 different screens that came up Asking me to pause it or that they would give me a discount in order to change my mind about canceling. With all of these pop *** and pages that I had to click continue canceling my order, I must not have finished canceling completely Because today, june 19th 2025, My payment was taken out of my account.And in doing so, it had taken my car payment, because I was not prepared for their money to come out, So it was not in there. When I reached out to them to cancel my order only hours after the payment was taken, they informed me that It was already in the system And that it was too late to cancel, and insisted that I put it away and wait until I was ready for the new order. Unfortunately, waiting for the new order does not put my car payment back into my account. I am very dissatisfied with the amount of customer service that I received regarding this issue.

  Customer Answer

  Date: 06/20/2025

  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:06/14/2025

  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.

  On June 13, 2025 prose hair care and skin company charged my bank account $89 for a replacement of product. Their website indicated that I could have a replacement if it didnt work or I could return the product. I opted for the replacement and then they charged me for it and they have a specific guarantee that says if Im not happy with it, theyll fix it. Ive emailed them and theyre not responding and Ive asked them to refund my money and I will send them back the product they sent me initially I want all my money back from the company at this time.

  Business Response

  Date: 06/16/2025

  We see that you contacted our team on 6/12 expressing dissatisfaction with your original products and requesting adjusted formulas. We replied on 6/15 explaining that a refill had processed for your adjusted formulas on 6/13 and explained exactly what adjustments were made to your formulas.
  
  We would suggest giving these new formulas a try and, if you still find you're unsatisfied, reach back out and we'd be happy to provide a few options to make things right! But of course, if you have any further questions or concerns in the meantime, just reply directly to your email exchange and we'd be happy to help further.

  Customer Answer

  Date: 06/24/2025

  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:
  
  Good morning *** ******* and BBB. I read a note that I had not responded to your email to me about the response from PROSE. I apologize, as I must have missed it in my inbox.
  I have reached out to the company again as it was indicated in the response to the BBB.
  I do not believe that they have responded appropriately, as I noted that their advertising was misleading, and I requested that they not fill The request For reformulation.  My reasoning was that it was not clear in their website that if I was unhappy with their product, the reformulation Would cost $90. Instead, the website misleads as it appears to indicate that you can receive a reformation without cost And then they charge you almost $100. 
  I wasn’t happy with the first product and I have attempted to ask them if I can return it along with not sending me the other product and they refused to do so
  Thanks for hearing me out. They’ve shipped a product to me that supposedly will be here mid July. I’m going to be returning it along with what I have as I have Tried it four times and it made my hair worse
  ******* ******
   
  
   
  
   
  
   
  
  In order for the BBB to appropriately process your response, you MUST answer the question above.
  
  
  Sincerely,
  
  ******* ******
  
  
  
  
   
  ********
  
     
   
   
    
    
   
    
   
   
   
  
  
  

  Business Response

  Date: 06/25/2025

  In our previous reply, we explained that your formulas were already adjusted to address your product dissatisfaction and these adjusted formulas were on their way to you. We also see that you've since followed up requesting to return the formulas on their way to you and have addressed this via email. 

  Customer Answer

  Date: 06/27/2025

  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:06/11/2025

  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.

  Prose claims to be a personalized skin/hair care business. What they dont tell you is that its not custom at all. Its all based on an algorithm derived from your quiz answers. When I found myself to be allergic to one of the ingredients in my custom skin care line, I alerted them right away. Im allergic to lavender and my skin breaks out in little bumps when its exposed to it. On their ingredient list, lavender was listed under a different name so I didnt recognize it at first. It wasnt until Day 3 of use that I started to notice something was wrong. When I asked them to remove the ingredient from my custom skin care line, they said it wasnt possible. It would mess with their algorithm. Every time I asked why they would call it custom if it wasnt actually tailor made for the individual, they dodged the questions and copy/pasted a generic response. They need to remove the custom part of their advertising. Its misleading and false.

  Business Response

  Date: 06/11/2025

  Here at Prose, our custom products come to life through our cutting-edge algorithm, as developed by our teams and powered by AI.
  
  Our AI-powered algorithm personalizes your products and routine, carefully selecting from 185+ clean ingredients to meet your goals. This approach goes far beyond simple customization as our model also learns continuously and recommends the best ingredients and formulas for customers using a database of previous results.
  
  Based on this, we are unable to meet specific ingredient requests as they may conflict with our research-based algorithm. That said, we are always looking to improve based on our customer needs and interests, so our team has already passed along your experience to our R&D Team for consideration.

  Customer Answer

  Date: 06/11/2025

  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:

  This is the exact copy and paste reply I received to my emails. You cant remove an ingredient because AI told you no? Is that really what Im hearing right now? Thats unacceptable based on your claims of being custom and personalized. If youre so personalized, youd be able to remove an allergen.  

  Sincerely,
  
  *** ****