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:04/14/2025

  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 April 12, 2025, I was double charged twice by Nutrafol within the span of one hour. Each charge was for $84.33, totaling $168.66 in unauthorized or duplicate transactions.Since then, I have made multiple unsuccessful attempts to contact Nutrafols customer service via their live chat, phone support, and numerous emails. Despite these efforts, I have yet to speak with a representative or receive any kind of *********** addition to the billing issue, I would also like to cancel the upcoming April order. However, due to the complete lack of communication, I have been unable to process this cancellation.This situation has been extremely frustrating and unprofessional, particularly from a company that operates on a subscription model. I am requesting immediate action to address this matter.Desired Resolution:- A full refund of the duplicate charges totaling $168.66 - Cancellation of the April order and assurance that no further charges will be made - Written confirmation that this issue has been resolved

  Customer Answer

  Date: 04/15/2025

  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:02/06/2025

  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 am writing to file a complaint regarding the Nutrafol supplement I purchased in November 2024. I bought a 3-month supply of the product, hoping it would provide a "natural" alternative to other hair supplements, as advertised in their marketing.However, after taking Nutrafol for approximately 6-7 weeks, I began experiencing severe heart palpitations. Concerned about my health, I consulted a cardiologist, who ran several tests, including an EKG and a ****** monitor. The results revealed an irregular heartbeat (arrhythmia), which was not present in my baseline tests prior to using the product. After reviewing the ingredients in Nutrafol, my cardiologist concluded that the supplement may have been the cause of this ************ a result, I was prescribed ********, a beta blocker typically used after a heart attack, to manage the arrhythmia caused by Nutrafol. I am deeply concerned about the potential dangers of this product and feel that consumers should be made aware of the risks associated with taking it.I hope that by sharing my experience, others can avoid the pain and health issues I have encountered with Nutrafol.

  Business Response

  Date: 02/11/2025

  Hi BBB, 

  This customer's subscription has been canceled and his last order was refunded in full. 
  
  Thank you. 

  Customer Answer

  Date: 02/12/2025

  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:01/02/2025

  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 believe Nutrafol has predatory practices that are not customer centric. This product did not work for me unfortunately, I was not notified before the next shipment was to be billed/shipped. **************** told me the order is already placed and I would have to initiate a refund with their new system. My package never came so I have nothing to send back. I raised my concerns to customer service of my package being potentially stuck or loss with the carrier. They were not understanding and kept telling me my package is in "progress/transit" and "loaded onto the vehicle. However, it has been that status with no progression, it even now says it is expected to be delivered the following year (365 days later!) Customer representative continues to provide vague answers and not offer real solutions. At this point, all I'm really looking for is my money back, I am not interested in them reshipping out the order (original order is still lost with the carrier) because the end goal was to return the product since it did not work on me but this order went out without given a notice beforehand it would ship.

  Business Response

  Date: 01/06/2025

  Hi BBB, 
  
  This customer mistakenly signed up for a subscription which we have canceled. Their missing order was refunded in full, they should expect to see those funds back in their account in the next 3-5 business days depending on their financial institution. 
  
  Thank you

  Customer Answer

  Date: 01/07/2025

  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,
  
  ***** L
  
  
  
   
  
  

• Initial Complaint

  Date:12/23/2024

  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 did not sign up for a recurring subscription and got notice that an order is about to placed/processed with no way to cancel it before it comes out of my account. I have tried contacting anyone at the business through online chat, phone, and by texting the company as the automated message states to do to no avail. There is no way to reach anyone in customer service before a payment is completed or an order is processed to a subscription I never signed up for.

  Business Response

  Date: 01/02/2025

  Hi BBB, 

  This customer mistakenly signed up for a monthly subscription. The subscription has since been canceled and a courtesy refund has been issued for the December 20th order. 
  
  Thanks.

• Initial Complaint

  Date:12/19/2024

  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. Monthly subscription from nutrafol last month. This month they charged me for a 3 month subscription. I have emailed, texted, called and reached out on socials with no success. Im not understanding why customer service is not available. It seems to be a trend with this company.

  Business Response

  Date: 12/23/2024

  On Decemeber 18th this customer reached out to us for support canceling their subscription and we responded to her request within 1 hour. The agent canceled her subscription and helped with a partial refund of her order. Everything was resolved in that interaction.

• Initial Complaint

  Date:11/20/2024

  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.

  I received a damaged order - please refund me. Unbelievable horrible packaging. I contacted customer service and nobody will respond.#*********

  Business Response

  Date: 11/26/2024

  Hi BBB, 
  
  We responded to this customer same day. They have been refunded. 
  
  Thanks. 

• Initial Complaint

  Date:11/18/2024

  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.

  I have an auto-ship subscription with Nutrafol. They do not sending a warning email a week or so before the next shipment goes out like every other company does. I moved recently so they shipped to the wrong ************** did not forward it as it should have been. Its been over one week, no one answers their customer service phone number, there are ZERO live humans on their chat. You just get a message saying someone will get back to you, its been over a week & still no contact. I have sent emails, no response, but I have received FIVE ad emails & FOUR ad text messages in the week Ive been waiting for someone to respond. They have commercials on constantly, yet no one seems to be available for customer service.

  Business Response

  Date: 11/22/2024

  Hi BBB, 
  
  We have sent an expedited replacement for this customer to their updated shipping address. 
  
  Thanks. 

• Initial Complaint

  Date:11/12/2024

  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 did a reoccurring 3 month subscription. 11-8-24 the order was being filled and 11-11-24 the order says delivered at 15:11 or 3:11 PM. I have home security cameras and there was never a delivery for today. My cameras pick up cars, people and sounds. There was no delivery for 15:11 or 3:11 PM. Its Veterans day so they did not answer their phone and theres NO TRACKING NUMBER! I have emailed them and find this to be disturbing. I want what I paid for or a refund! I am also adding pictures from Sunday the 10th of a delivery so you can see that we can see when things are delivered.

  Business Response

  Date: 11/20/2024

  Hi BBB, 
  
  This customer was sent a replacement shipment for the one that was lost in transit. 
  

  Thank you. 

  Customer Answer

  Date: 11/21/2024

  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:10/22/2024

  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.

  Oct 14th was charged for recurring subscription which I did not ask for. I asked for the charge to be removed from my credit card by email several times and have not gotten any results. **************** seems to be non existent. Told there were no representatives to speak to by phone. I don't like companies charging for something every month automaticly without permission.

  Business Response

  Date: 10/23/2024

  Hi,

  We're sorry to hear of the difficulty this customer experienced contacting us. We've replied via email to confirm that this customer's subscription has been canceled and their most recent order refunded.

  Best regards

• Initial Complaint

  Date:10/17/2024

  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.

  **************** might be the worst out there. You cannot get a person on the phone. When contacting the company, the recording tells you that they are too busy and to text them, then the call hangs up You have to text or email someone in order to get a resolution. Even when asking for a person to call, they ignore your request.Another inconvenient feature, when you have a six month subscription they just charge you and ship it without any notice. If you are not ready for it, it's irrelevant. No warning, just "you've been charged and it's on the way". No courtesy email. They did offer a solution, through email and text, but it's a major inconvenience to have to go through this to begin with.

  Business Response

  Date: 10/23/2024

  Hi BBB,

  We're sorry to hear of this customer's experience with their subscription and while trying to contact us. We've issued a full refund of their most recent order.

  Best regards,