Complaints

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:05/30/2025

  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 tried canceling this automatic subscription with no success. I have refused further packages and sent them back. I have not been reimbursed for the products sent back nor has my subscription been cancelled. I continue to get these useless products. I need my subscription cancelled ****. And I would like to be reimbursed for the ones I sent back.

  Business Response

  Date: 06/05/2025

  To whom it may concern,

   

  Thank you for reaching out, and we're sorry to hear about the customer experience.

  Our records show that the initial order was placed on July 22, 2023, using the email address ***********************. During checkout, the customer opted into a subscription, which includes recurring shipments based on your selected frequency.

  As outlined in our Terms & Conditions and FAQ (available at FAQ and Terms), all subscription orders are non-refundable and non-returnable once processed. These terms are agreed to at the time of subscription sign-up and are also reiterated in each subscription reminder email, which is sent 5 days before the order is processed. This gives customers time to modify or cancel their subscription before the next shipment is prepared.

  Our system confirms that a subscription reminder email was sent to the email address on the account on May 14, 2025, at 3:54 PM EST, and was opened on the same day at 10:12 PM EDT. The order was then processed on May 19, 2025, as scheduled.

  As of June 5, 2025, our records did not show any prior cancellation request or direct communication from the customer through either the email on file or the one provided in this complaint.

  Our policy states that subscription orders are non-refundable and non-returnable once processed. Function of Beauty does not accept or receive returned orders, which is why all sales are considered final. Please note that returning a package does not cancel an active subscription. Subscriptions must be canceled either by logging into your account or by contacting Function of Beauty directly. At this time, we have no record of the customer reaching out to request a cancellation.
  

  That said, we understand your frustration and have now canceled your subscription as of June 5, 2025, at 3:15 PM EDT. You will not receive any further charges or shipments under this account.

  Warm regards,

  Function of Beauty

• Initial Complaint

  Date:03/15/2025

  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.

  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]

   

  Reference:  

  On August 21, 2022, the customer added our leave-in treatment to their conditioner subscription and it processed on August 27, 2022.
  

  this leave in conditioner was a FREE add-on. I did not add this product to my subscription order to be included over and over again in my future subscription orders. This assumption on your part that I was aware that this FREE add on item would be charged and included for all future orders is incorrect. I simply wouldnt have added the item if I knew that at all or was made aware of your companys intention to continuously bill me for it over and over again when I only physically added it once in response to an offer to add it for FREE to my upcoming order for that order period ONLY. It does not matter that you sent me an email before my orders were shipped advising me which items would be included on my order, bc had I known you maliciously would be adding this unauthorized item to my future orders without my expressed consent after never advising me there would be additional FEES for a FREE ADD ON this never wouldve happened. I dont expect Id have to check that the items I have specifically placed an order for are still the same and have not been manipulated by your office without my expressed consent. Also, My shampoo subscription was for delivery every 6 months. I had shampoo delivered in January and then again in March. Why did your office go against my subscription selection of delivery every 6 months and instead process another order 2 months after the delivery of my shampoo in January? Your actions on my account are without authorization and go against my physically selected subscription model. You owe me a significant amount of money which I deserve refunded. 

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

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

  Business Response

  Date: 03/19/2025

  To whom it may concern,

  
  
  The customer placed a guest checkout order on February 21, 2021, for a single shampoo and chose to start a subscription during the checkout process.
  
  The customer placed another guest checkout order on April 23, 2021, and chose to start a subscription for a single conditioner, during the checkout process. 
  
  On August 21, 2022, the customer added our leave-in treatment to their conditioner subscription and it processed on August 27, 2022.
  
  Once an item has been added to a subscription, it will stay there until the product is removed, or the subscription is canceled.
  
  All customers receives a subscription reminder email 5 days prior to each subscription order processing, confirming the products, price and address, and it also includes our terms of all orders being nonrefundable. 
  
  The customer had their conditioner and leave-in treatment subscription order which processed on December 22, 2024, at 12:26 AM EST.
  
  A subscription order reminder was sent to the above email address, on December 18, 2024, at , 2:00 AM EST, before the order was filled so that the customer may have time to edit the order or cancel the subscription ahead of the charge.  
  
  The customer opened the subscription reminder email on December 18, 2024, making them aware of the products in their subscription, and when the subscription would be processed. 
  
  The subscription processed on December 22, 2025, as promised, with the two items.
  
  The customer reached out to us on January 1, 2025, after their subscription order had been marked as delivered, to check on their subscription and the products included. Function went over the customers subscription with them, and broke down all three products for the customer. The customer did ask for a refund on their order, however, our policy states that, due to the customized nature of the products, all orders are nonrefundable.  
  
  Our policy is stated on our subscription reminder emails, and our FAQ page on our website at ******************************************, and our terms here: ****************************************** subscription orders once placed are non-refundable/returnable.
  
  The customer canceled their subscription for their conditioner and leave-in treatment on January 3, 2025, at 12:26 PM EST. 
  
  The customers shampoo subscription was still listed as active and had a next charge date of February 28, 2025. A subscription order reminder was sent to the above email address, on February 23, 2025, at , 2:35 PM EST, before the order was filled so that the customer may have time to edit the order or cancel the subscription ahead of the charge. 
  
  The subscription order processed as promised on February 28, 2025.
  
  The subscription for the shampoo was canceled by the customer on March 15, 2025.
  
  Please let me know if you have any questions. 
  
  Function of Beauty

  
  

  Business Response

  Date: 05/16/2025

  Thank you for your message.

  
  On August 21, 2022, the leave-in treatment was added to your conditioner subscription. The first order including this item was processed on August 27, 2022. As outlined in our terms, any product added to a subscription remains part of future recurring orders until it is manually removed or the subscription is canceled.

  
  Subscription reminder emails are sent five days prior to each processing date. These emails confirm the items included, pricing, and the scheduled charge date, and provide a direct link to manage or cancel the subscription. Our records indicate that these reminders were successfully delivered and opened prior to each processed order.

  
  Regarding the shampoo subscription, the selected delivery frequency on your account was every six months. Based on our records, the shampoo orders were processed on August 30, 2024, and again on February 28, 2025, which aligns with that frequency. There is no indication of a January 2025 shampoo order.

  
  Our policies regarding non-refundable customized products are clearly stated in each reminder email and are also available on our FAQ page (******************************************) and Terms and Conditions (*******************************************************). Subscription charges processed in accordance with these policies are not eligible for refunds.

   

  Function of Beauty

   

   

• Initial Complaint

  Date:01/29/2025

  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.

  The last order to process was 2022. I looked at my bank statement today 1/27/2024 and now I am being charged for something I have not ordered. I have sent multiple emails requesting my subscription and billing information be removed from thier system. I am being charged for product I did not order nor do I want. This is fraudulent behavior by this company. I expect the charge to be canceled and no more charges made to my bank account.

  Business Response

  Date: 01/31/2025

   

  To whom it may concern,

  
  
  The customer placed a guest checkout order on February 6, 2022, and started a subscription during the checkout process, with a frequency of every 6 months.
  
  The customer has had 6 subscription refill orders processed with us. The first subscription refill was on August 5, 2022, and their last subscription refill, prior to the January 2025 order, was on July 27, 2024. All orders had a subscription reminder email sent to the customer 5 days before the order processes, to allow the customer time to adjust, pause or cancel their subscription. 
  
  In regards, to the last two subscription refill orders. A subscription reminder email was sent to the customer July 22, 204, at 2:52 PM, letting them know their next order would be processed on July 27, 2024.  The order was processed as promised, on July 27, 2024.
  
  A subscription reminder was sent to the customer on January 22, 2025, at 2:03 PM EST, letting them know their active subscription order will be processed on January 27, 2025.  The order was processed, as promised on January 27, 2025, at 12:35 AM EST. 
  
  Per our policy stated on our FAQ page on our website at ******************************************, and our terms here: ****************************************** subscription orders once placed are non-refundable/returnable.
  
  There is no evidence of the customer ever reaching out to us about any of their orders or transactions, under the information provided in their BBB complaint. 
  
  As of January 31, 2025, the subscription is still listed as active. This does confirm the subscription for this customer has been canceled by ****************** on January 31, 2025, at 1:29 PM EST, so the customer is all set going forward. 
  
  Please let me know if you have any further questions.
  
  Function of Beauty

• Initial Complaint

  Date:09/27/2024

  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.

  Three months ago, I received notification of an upcoming shipment on my Function of Beauty account. At that time, I logged on, cancelled my subscription and the upcoming shipment. I just received a notification today that I was sent a shipment from my subscription. I chatted with their customer service who informed me they have no record of my cancellation, and that due to the nature of the product they would be able to accept the product back. Upon Googling them, I've discovered I have not been the only one this has happened to.

  Business Response

  Date: 09/30/2024

  To whom it may concern,

  The customer placed their first order on August 5, 2021, and chose to start a subscription during the checkout process.

  
  On March 17, 2024, the customer received a subscription reminder email. On March 18, 2024, the customer adjusted their next charge date to June 22, 2024. 

  
  On June 17, 2024, the customer received an email subscription reminder that their order was due to be processed on June 22, 2024. 
  The order was processed on June 22, 2024, as promised. 

  
  On September 17, 2024, the customer received a subscription reminder email letting the customer know their active subscription would be processed on September 22, 2024.

  
  The order was processed on September 22, 2024. 

  
  The customer reached out to us via chat on September 24, 2024, asking to cancel their order as they thought they had previously canceled their subscription. Our terms were provided to the customer, which state that all subscription sales are nonrefundable, as all customers received a subscription reminder email 5 days before the order processing, 

  
  There is no evidence the subscription was canceled before September 24, 2024. There is no account activity between the June 22, 2024, order and the order processed 3 months later on September 22, 2024. All subscription cancellations are also confirmed by an email, which the customer did receive on September 24, 2024. Function did ask the customer for any evidence of them previously canceled, so we could look into it, and they stated they did not have anything showing they did complete the action of canceling the active subscription, and stated during the chat conversation they deleted the subscription reminder email.

  
  This does confirm the customer's subscription was canceled on September 24, 2024, and they are all set going forward. 

  
  Please let me know if you have any further questions.

  
  Function of Beauty
  
  

• Initial Complaint

  Date:06/11/2024

  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 used to purchase from this company (multiple times) due to being a sufferer of psoriasis, specifically on my scalp.Upon checking my account, on 04/01/2024, i noticed i was charged, again, for a subscription that i explicitly KNEW i had cancelled. Upon logging into the account, I see an order history, and yet, there are no subscriptions at all on the account. It got to the point that IN APRIL, I had to physically remove my address (that i dont even reside at anymore) from the account, on top of filing dispute charges, explicitly for the purpose that upon attempting to use the live chat, its evidently not available. Calling the business for Customer Relations results in an immediate disconnect. I havent received any contact from the company, even after the dispute. Yet, again, i was attempted to be charged AGAIN on the 1st of this month (currently June).What i cannot comprehend, is if a subscription doesnt exist on the account, why the order number is completely separate from previous orders. I dont mean the number is different (thats obvious); i mean the WHOLE FORMATTING of the order # in their system looks completely foreign to previous orders.Id love to figure out why i am continually being charged, or at least, attempted to he charged, yet if this is indeed a subscription, please see below.I cant cancel something that i know ive already contacted to have cancelled, and yet, no human being can speak to me in-real-time, so i can elaborate this.Additionally, given the fact that a previous individual has reported ON THIS SITE that for a live chat response, to span almost 15 days? Is completely absurd. Whos to guarantee my response time for an email??This business used to be great, but the insane level of shadiness (lack of contact, continuous charges on a non-existent subscription) makes me believe the *** sold out.I want them to STOP CHARGING ME. INDEFINITELY.Or, alternatively, allow a consumer to either call the business or chat :)

  Business Response

  Date: 06/12/2024

  To whom it may concern,
  
  The customer has two accounts with us under two different email addresses. robe**************************** along with emp*******************.
  
  The customer placed a guest checkout order on May 31, 2023, under emp*******************, and chose to start a subscription during the checkout process. 
  
  A subscription order reminder was sent to the above email address, on March 27, 2024, prior to the order being filled so that the customer may have time to edit the order or cancel the subscription ahead of the charge.  
  
  The order processed as promised on April 1, 2024.
  
  The order shipped with ********************** on April 2, 2024, and was marked as delivered by **** on April 6, 2024. The **** tracking link showing the delivery is the following: ***************************************************************************************************************************************************.
  
  There is no evidence the customer reached out to us in regard to any of their recent orders. We do have a 24/7 chat experience through our contact us page, along with a contact us form. There is no evidence of any email from either email associated with an account. The last time the customer reached out to us (under either email address), was on June 5, 2023, in regard to their order being delayed, and the color they chose for their formula. At this time, our customer service does not have a phone line, but we are hoping to have that up and running in the near future. 
  
  Looking at the screenshots the customer sent, the subscription is not showing, as it had previously been canceled. Once a subscription has been canceled, it will no longer show on a customers account.  I can confirm the orders the customer is seeing is correct, as we did update our system and our order numbers changed. These order numbers are provided on the email confirmation sent to the customer after the subscription order has been placed. 
  
  The subscription was canceled on May 14, 2024, by function during their dispute process, and then the products were deleted by the customer when they logged into their account on May 27, 2024.
  
  I can confirm the next subscription refill for the customer was June 1, 2024, however, the subscription was canceled on May 14, 2024, and there was no reminder email or any account email which was sent from function to the customer in regards to this order.
  
  The charge was not fraudulent, it was a recurring charge due to the subscription service initially set up by the customer on their first purchase with us. The order was marked as delivered by ****. This does confirm the subscription has been canceled, so the account is all set going forward. 
  
  Please let me know if you have any further questions.

   

  Function of Beauty

  
  

• Initial Complaint

  Date:03/21/2024

  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.

  This company used my credit card nd charged me 54 dollars for a ordered and i never received

  Business Response

  Date: 03/26/2024

  To whom it may concern,

  
  
  The customer placed a guest checkout order on December 29, 2023, and chose to start a subscription with a 1-month frequency during the checkout process. 
  
  A subscription order reminder was sent to the above email address, on February 24, 2024, prior to the order being filled so that the customer may have time to edit the order or cancel the subscription ahead of the charge.  
  
  The order processed as promised on February 29, 2024, and shipped on March 7, 2024.
  
  The order shipped with ***************** on March 7, 2024, and was marked as delivered by **** on March 16, 2024. The **** tracking link showing the delivery is the following: ***************************************************************************************************************************************************
  
  The customer reached out to us on March 21, 2024, via chat, asking to cancel their processed order, then stating they never received the delivered order, and they were disputing the transaction with the bank.  We confirmed their order was marked as delivered with **** on March 16, 2024, and asked them to reach out to the **** as they did deliver the order and to make sure the order was not lost in transit, and if they did lose the order, we would provide a free replacement.  
  
  The customer replied back on March 22, 204, stating they did not want a replacement and only a refund. There was no mention of the customer reaching out to ****.   On March 25, 2024, we replied back to the customer letting them know due to the open dispute they have we do not have access to their funds.
  
  The charge was not fraudulent, it was a recurring charge due to the subscription service initially set up by the customer on their first purchase with us. The order was marked as delivered by ****, and there is a current dispute on the transaction.
  
  Please let me know if you have any further questions.
  

   

  Function of Beauty

• Initial Complaint

  Date:02/29/2024

  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.

  Something went drastically wrong with this company. They used to be so solid and I really enjoyed using their products but in the past year or so their customer service has come to a screeching halt. Deliveries take over a month to arrive and consumers are given very little information on when an order is expected to arrive. I'm having the same problem as many of the complaints below. I was on an auto-renewal subscription plan and my most recent order (16 oz custom shampoo and conditioner) was confirmed on 2/04/2024. It is now 2/28/2024 and I have not received any form of communication since on where my order is. I looked up the tracking number and it has supposedly been "In Transit" since 2/09/2024 and has not moved since then. I went on the website to try and use their Contact Us chat bot to speak to a person, but when you ask to speak to a human the bot responds "we are currently assisting other customers, please type your message below and we will get back to you as soon as possible". After sending my message, I was promised an email response from a customer service representative as soon as possible, and the email from them never came. You used to be able to talk to an actual person, but there doesn't seem to be any way to get in contact with anyone for help anymore. I have already cancelled my subscription but at this point I want my money back because their products are very expensive, and other consumers deserve to know that this company can no longer be relied on to actually provide the products that they are selling.

  Business Response

  Date: 03/07/2024

  To whom it may concern,
  
  The customer had a subscription order placed on February 5, 2024.
  
  The order shipped, as promised on February 9, 2024 with the following tracking link: *********************************************************************************; There was no further movement or update with the order after it had left our facility and it was containerized at the client facility. 
  
  The customer reached out to us on February 27, 2024, in regard to the status of their order. We replied back on February 29, 2024, apologizing they never received their order and that it had no tracking updates as of February 9, 2024. Function then offered a replacement or a refund to the customer. 
  
  The customer asked for the order to be refunded, and the order was refunded in full for them.
  
  Please let me know if you have any further questions.

  Function of Beauty