Complaints

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

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  Keeps

  183 Madison Avenue, 6th floor (entrance 40 E 34th) New York, NY 10016

  
• 

  Keeps

  82 Nassau St PMB 61392 New York, NY 10038-3703

  

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:06/03/2025

  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.

  This is a formal complaint regarding an unsolicited item that was sent to me without my authorization or prior order. Although I had previously turned off the auto-refill option, ************************** the company proceeded to use my credit card information without my consent and charged me for a product I never agreed to purchase.Then I asked for a refund, but they refused.I have what they have texted and emailed me numerous times asking me to turn on automatic refills because they can't send medications.This would be evidence that they were aware that I was refusing to refill and that they could not send the medication without permission.Such fraudulent and coercive sales practices including the unauthorized use of payment information and the unsolicited shipment of goods are not only deceptive, but also demonstrate a serious disregard for ethical business conduct and consumer rights. These actions represent an unacceptable infringement on consumer trust and property.I am filing this complaint with the Better Business Bureau in hopes of resolving this matter. I request that the company issue a full refund, cease any further billing attempts, and take immediate steps to correct its business practices.

  

  Business Response

  Date: 06/10/2025

  Thank you for taking the time to communicate to us why our service did not meet your expectations. We are so sorry to hear that you were not satisfied with your Keeps experience and for any inconvenience this may have caused. We will be reaching out to you in the coming days via the email address you used to sign up for Keeps. In addition, we will further evaluate how we can prevent this problem from occurring in the future. Once again, we are very sorry for the inconvenience this has caused, and we highly appreciate your feedback as it will assist us in becoming better at providing access to quality healthcare. - Keeps Care Leadership
  

• Initial Complaint

  Date:03/25/2025

  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 was due to renew my hair treatment prescription, but the process was disrupted when my debit card on file expired. Although I updated my card information and was successfully charged a $5 check-in fee, my subsequent order was not processed as expected. Despite being eligible for a discounted price of around $65, my card was repeatedly declined, and my account showed no issues. After waiting nearly a month, I reached out to the company, only to have my order canceled without any attempt at resolution or customer retention. I suspect that the company was trying to avoid providing the discounted price, and I'm disappointed in their handling of the situation.

  

  Business Response

  Date: 03/26/2025

  Thank you for taking the time to communicate to us why our service did not meet your expectations. We are so sorry to hear that you were not satisfied with your Keeps experience and for any inconvenience this may have caused. We will be reaching out to you in the coming days via the email address you used to sign up for Keeps. In addition, we will further evaluate how we can prevent this problem from occurring in the future. Once again, we are very sorry for the inconvenience this has caused, and we highly appreciate your feedback as it will assist us in becoming better at providing access to quality healthcare. - Keeps Care Leadership

  Customer Answer

  Date: 04/08/2025

  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,
  
  ****** ******
  
  
  
   
  
  

• Initial Complaint

  Date:02/13/2025

  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.

  Ive been a customer for years, and when I signed up I believed I could trust KEEPS word. When I signed up they claimed that for best results (Treatment: Hair Loss) that itd take anywhere from 3 - 6 months. Like everyone else I completed the intake on their website; took the photos they needed, filmed the forms out, and was then prescribed my treatment. Ive been a customer for going on 3 year now; and I foolishly kept paying in hopes that the treatment would someday start working. Needless to say, it never made any improvements. Today I officially canceled my membership and asked that KEEPS keep its word on their commitment and guarantee on results. However, they refused to do so and now the money I thought Id be getting back, that I needed for a much more serious health emergency, will stay with them as profit. Maybe theyll see this review, and mercilessly offer me the full refund I so desperately need.

  

  Business Response

  Date: 03/12/2025

  Thank you for taking the time to communicate to us why our service did not meet your expectations. We are so sorry to hear that you were not satisfied with your Keeps experience and for any inconvenience this may have caused. We will be reaching out to you in the coming days via the email address you used to sign up for Keeps. In addition, we will further evaluate how we can prevent this problem from occurring in the future. Once again, we are very sorry for the inconvenience this has caused, and we highly appreciate your feedback as it will assist us in becoming better at providing access to quality healthcare. - Keeps Care Leadership
  

• Initial Complaint

  Date:01/09/2025

  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 have tried to cancel the subscription for the prescription shampoo many times. This site makes it very difficult for you to do that. I work overnight and when I wake up it's too late to call them to cancel. the site has a page to cancel subscriptions but that has not been working since I've tried to cancel around august of 2024. I feel that that is done intentional making it difficult for you to cancel I have been charged 2 times making my account go negative when I did not want the product. I have a prescription for the same product through my PHP for only 1 dollar. I don't want to pay 38 for the same product. I find it odd and convenient that the page to cancel subscriptions has not been working for over 6 months. This is very predatory

  

  Business Response

  Date: 01/09/2025

  Thank you for taking the time to communicate to us why our service did not meet your expectations. We are so sorry to hear that you were not satisfied with your Keeps experience and for any inconvenience this may have caused. We will be reaching out to you in the coming days via the email address you used to sign up for Keeps. In addition, we will further evaluate how we can prevent this problem from occurring in the future. Once again, we are very sorry for the inconvenience this has caused, and we highly appreciate your feedback as it will assist us in becoming better at providing access to quality healthcare. - Keeps Care Leadership

• Initial Complaint

  Date:09/30/2024

  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.

  Keeps charged me on 9/29/24 for $196, due to a subscription I've had with them, charged bi-annually. Earlier this year, they notified me that treatments would only be sent out once I've checked in with the assigned provider, which never occurred. So, I had assumed no further orders would come in. At 8:03 PM on 9/29/24, Keeps notified me that an order would be sent to me. I responded to them at 8:15 PM, just 8 minutes after their email, asking to cancel the order. At 7:54 AM the following day, a CS *** emailed me back and said the order couldn't be canceled even though it hasn't yet been shipped out at the time of writing.Frankly, it's deceptive that emails aren't sent out preemptively to remind customers about upcoming orders. It would've been easy to cancel this beforehand, but very few people are going to remember the exact day their bi-annual or even annual order gets charged to their card. And since the order hasn't been shipped yet, I feel like I responded in a timely manner to cancel the order. I've since canceled my subscription due to all this.

  

  Business Response

  Date: 10/01/2024

  Thank you for taking the time to communicate to us why our service did not meet your expectations. We are so sorry to hear that you were not satisfied with your Keeps experience and for any inconvenience this may have caused. We will be reaching out to you in the coming days via the email address you used to sign up for Keeps. In addition, we will further evaluate how we can prevent this problem from occurring in the future. Once again, we are very sorry for the inconvenience this has caused, and we highly appreciate your feedback as it will assist us in becoming better at providing access to quality healthcare. - Keeps Care Leadership

  Customer Answer

  Date: 10/07/2024

  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:08/06/2024

  Type:Billing 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.

  To start, when I first began they charged my card before even confirming if I could take the medication. After a delay I finally received information from the doctor authorizing the product. It did not work as well as other health concerns arose so I requested a cancellation for their product. They still charged me as well as have not sent any communication on the cancellation, plus no tracking on the current product if they did ship it for whatever reason. I've had to talk to my bank about cancelling the card to avoid further incursion.

  

  Business Response

  Date: 08/07/2024

  Thank you for taking the time to communicate to us why our service did not meet your expectations. We are so sorry to hear that you were not satisfied with your Keeps experience and for any inconvenience this may have caused. We will be reaching out to you in the coming days via the email address you used to sign up for Keeps. In addition, we will further evaluate how we can prevent this problem from occurring in the future. Once again, we are very sorry for the inconvenience this has caused, and we highly appreciate your feedback as it will assist us in becoming better at providing access to quality healthcare. - Keeps Care Leadership

• Initial Complaint

  Date:07/12/2024

  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.

  I was charged $179.00 for a product that was not delivered or delivered to the wrong address. I contacted the business and told them I no longer live at the address on file and wanted to cancel. I said I wanted a refund, but they said no, we will send you more of the product to the new address. I don't want that because i have no new address and need my money back. They said they couldn't refund my money, they're lying!!!!

  

  Business Response

  Date: 07/12/2024

  Thank you for taking the time to communicate to us why our service did not meet your expectations. We are so sorry to hear that you were not satisfied with your Keeps experience and for any inconvenience this may have caused. We will be reaching out to you in the coming days via the email address you used to sign up for Keeps. In addition, we will further evaluate how we can prevent this problem from occurring in the future. Once again, we are very sorry for the inconvenience this has caused, and we highly appreciate your feedback as it will assist us in becoming better at providing access to quality healthcare. - Keeps Care Leadership

• Initial Complaint

  Date:07/12/2024

  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.

  I ordered medication for hair loss one time. Once I was notified that shipments would continue I filled out request per there website to cancel. I then was notified they still continued to charge my debit card and filled out request a second time. I received email confirmations of my cancelation request both times. Yet instead of canceling I get email message asking how i would like to proceed and if I want to cancel. This is obviously a common practice of this business. They will not allow a consumer to cancel in order to bill them and continue prescriptions for profit. I have wasted hours trying to resolve this with Keeps and my bank due to there fraudulent policy.

  

  Business Response

  Date: 07/12/2024

  Thank you for taking the time to communicate to us why our service did not meet your expectations. We are so sorry to hear that you were not satisfied with your Keeps experience and for any inconvenience this may have caused. We will be reaching out to you in the coming days via the email address you used to sign up for Keeps. In addition, we will further evaluate how we can prevent this problem from occurring in the future. Once again, we are very sorry for the inconvenience this has caused, and we highly appreciate your feedback as it will assist us in becoming better at providing access to quality healthcare. - Keeps Care Leadership

• Initial Complaint

  Date:05/20/2024

  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.

  Purchased a one time order and was enrolled without my knowledge into an autoshipment membership I was not given any notice that another shipment was coming until after the shipment was sent. I reached out to customer service and was denied a return or cancelation. The subscriptio n was canceled but the product was still charged. what makes this more outrageous is the cost is more than double what I paid for the original product I purchase and is old product that expires before I will even use it. If they will not refund my money, the least they can do is send me product that is fresh!

  

  Business Response

  Date: 05/21/2024

  Thank you for taking the time to communicate to us why our service did not meet your expectations. We are so sorry to hear that you were not satisfied with your Keeps experience and for any inconvenience this may have caused. We will be reaching out to you in the coming days via the email address you used to sign up for Keeps. In addition, we will further evaluate how we can prevent this problem from occurring in the future. Once again, we are very sorry for the inconvenience this has caused, and we highly appreciate your feedback as it will assist us in becoming better at providing access to quality healthcare. - Keeps Care Leadership

  Customer Answer

  Date: 05/27/2024

  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]

  Despite the fractional refund, the amount charged to me without my consent was still (even after the discount) excessive. This in addition to the fact that the product sent is old product that is close to its expiration date. 

   

   

   

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

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

  

  Business Response

  Date: 06/11/2024

  We apologize for any frustration this has caused, but we can assure you that we have every desire to provide the best solution to this issue and have provided a full refund for the charge made. We can confirm that a response has been sent to the email address provided in your Keeps account. Once again, we are very sorry for any inconvenience this has caused. - Keeps Care Leadership

• Initial Complaint

  Date:05/15/2024

  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 initially signed up for Keeps to combat an ever growing hair loss issue in November of 2023. I used their products as instructed, but never found any counter to my problem, and I even began to lose hair at a faster rate as I was using their products, so I stopped and put a pause, that at the time I thought, was permanent on the subscription. Three months later, I received a $289 bill in my email at THREE IN THE MORNING, charging me for an entire shipment of garbage that had only made me lose hair at a faster rate. As soon as I found the charge that morning, I attempted to call, complain, and get a refund for the bank breaking charge, only to be told that there are no refunds once a product is processed. I attempted to dispute with the bank, where they flat out lied to them saying orders aren't processed until 24 hours after a receipt is received (I called them about seven hours after I received that receipt) and that there was nothing else I could do but cancel. This company is a flat out scam with practices that are intended only to **** money out of their customers wallet by any means necessary.

  

  Business Response

  Date: 05/15/2024

  Thank you for taking the time to communicate to us why our service did not meet your expectations. We are so sorry to hear that you were not satisfied with your Keeps experience and for any inconvenience this may have caused. We will be reaching out to you in the coming days via the email address you used to sign up for Keeps. In addition, we will further evaluate how we can prevent this problem from occurring in the future. Once again, we are very sorry for the inconvenience this has caused, and we highly appreciate your feedback as it will assist us in becoming better at providing access to quality healthcare. - Keeps Care Leadership

  Customer Answer

  Date: 05/20/2024

  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,
  
  *************************