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:07/10/2025

  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.

  Placed order July 9, 2025 offered $10 off order and 3 free trial sizes shampoo conditioner and serum but it is not included in the order.

  Business Response

  Date: 07/10/2025

  Hi BBB, 
  
  This customer was attempting to apply a promotion we have for new customers, as a current subscriber she would not be eligible for the promotion. We have sent the promotional items to the customer as a courtesy. 
  
  Thank you. 

  Customer Answer

  Date: 07/17/2025

  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:06/28/2025

  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.

  On May 11, 2025, Nutrafol billed my credit card $422 for an order of hair supplement that we did not request and we never received. Both my wife and I have attempted numerous times to remedy the situation through their customer service, but have received no response through email, telephone, and their AI generated online chat feature.

  Business Response

  Date: 07/02/2025

  Hi BBB, 
  

  This customer had reached out to us in May regarding an order going to the wrong address but unfortunately stopped responding after a few emails. They had canceled their subscription in May around the time of that outreach. A full refund has been submitted for this order. 
  
  Thank you. 

  Customer Answer

  Date: 07/07/2025

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

• Initial Complaint

  Date:06/27/2025

  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.

  Nutrafol, unlike other companies, schedules renewal orders without updating the customer that the date is approaching, which in cases such as mine, means you will be overloaded with stock that you do not require. Other companies send a courtesy email regarding renewal, offering you the option to delay your order. Now I have been charged over 400$ for items I do not require. While this is one problem, the next is that it is simply impossible to reach their support. If you email, you get no response. If you write them a message through the chat it gets forward to an email that auto-replies with some poor language model that doesn't understand the context of the request. This is poor business practices but according to the large number of complaints listed here, just par for the course. I will likely not be seeing a refund or a response from the company but I hope others will see this post and know not to trust the company.

  Business Response

  Date: 06/30/2025

  Hi BBB, 
  
  This order was canceled and refunded for the customer. 
  
  Thanks. 

• Initial Complaint

  Date:06/04/2025

  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.

  I began my subscription in February. My March order arrived right on time for me to begin that month's supplements as I was finishing those in my February order. When it was time for my April order to arrive, the website was showing "Delivered" but it had not arrived. In fact, it did not arrive for another **************************************************************** the future, I could adjust my shipment date to avoid any gaps in deliveries. This is ridiculous. I never picked the shipment date to begin with---Nutrofol did when I started the subscription. They took zero responsibility for the shipping delays. So when my now 6-month subscription was set to ship on May 22, 2025, I figured it would be here in time enough for me to have no gaps in my use of the supplement (considering my April order was 10 days late). I was wrong. Again, this same issue has arisen. It is now June 3, 2025 and the website shows my order as "Delivered" despite it not having arrived. According to the **** tracking information, the package is still sitting at the "shipping partner facitliy, **** awaiting item." This is absurd considering the amount of money I was charged. I am looking for a full refund of the $406.08 I've spent and I want to cancel the subscription.

  Customer Answer

  Date: 06/05/2025

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

• Initial Complaint

  Date:05/30/2025

  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.

  Nutrafol Dietary Supplement orders are automatically sent to me and I am automatically charged, and I don't want someone doing that. I don't want a Nutrafol plan.

  Business Response

  Date: 06/06/2025

  Hi BBB, 
  
  We have cancelled the accidental subscription this customer had created. 
  
  Thanks. 

• Initial Complaint

  Date:05/15/2025

  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 am currently subscribed to the monthly plan at $79/month. However, today I was charged $264 for a 3-month supplywithout my authorization. This amount is also incorrect, as your website states a 3-month supply is $224, not $264.I did not approve this charge and had not budgeted for it. Ive attempted to contact support multiple times via phone (waiting over 30 minutes), online chat, text, and email, but have received no response.This is extremely frustrating, especially given that other customers appear to be experiencing similar issues. If this is not resolved by the end of the day, I will be canceling my subscription and will no longer do business with Nutrafol.Please resolve this matter immediately by refunding the overcharge and confirming the status of my subscription.

  Customer Answer

  Date: 05/19/2025

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

• Initial Complaint

  Date:05/13/2025

  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 had a charge on my credit card on 5-12-25 from Neutrafol and I had canceled this subscription on 5-6-25 an online and received a email saying it was successfully cancelled. I have tried calling them all day and even left a call back number to no success. ******** customer service.

  Business Response

  Date: 05/13/2025

  Hi BBB, 
  
  This customer signed up for two subscriptions and only canceled one while the other remained active. 
  We have canceled both subscriptions for them and provided them with return instructions for a full refund. 
  
  Thanks. 

• Initial Complaint

  Date:05/05/2025

  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.

  My wife started a subscription to Nutrifol for her and myself. Then they started shipping and billing us for way more product than we could ever use. We went online and cancelled the subscriptions but they continue to ship product and bill us. We want them to stop shipping and billing us. We have been charged over $1000 for products that we did not want.

  Business Response

  Date: 05/08/2025

  Hi BBB, 
  

  This customer had accidentally created multiple subscriptions on their account and did not cancel all of them until May1st, 2025. We have provided them with the return instructions to send back products that are within our refund policy. We do not have any communication from this customer. 
  
  Thanks. 

• Initial Complaint

  Date:05/04/2025

  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 a Nutrafol customer for 10 consecutive months, spending approximately $790 on their supplements, which were marketed as a science-backed solution to improve hair growth and health. I followed the program consistently and did not see any improvement in my hair quality over that time.Before canceling my subscription, Nutrafol offered a complimentary Hair Mineral Analysis in exchange for continued loyalty. I submitted two separate hair samples, the second of which involved cutting significant portions of my already fine hair, under the guidance of my ************** first sample was rejected for not meeting lab criteria (despite following the instructions), and the second was rendered unusable due to a technical issue on their end. After weeks of delays, I was left with damaged hair and no analysis results whatsoever.I have since become pregnant and informed the company that I am now unable to use the products they offered as compensation including a three-month subscription and free scalp care products (retail value, not actual cost to them). Despite this, they refuse to issue a more appropriate refund or compensation for the full experience.They have refunded only $237 out of the $790 I paid, which is unacceptable given the complete lack of results, mishandled service, and inability to use the products now offered. I also have written records of all communications showing my efforts to resolve this directly.I am requesting a refund of at least 50% of my total subscription cost ($395) to fairly reflect the circumstances and outcome of this experience.

  Business Response

  Date: 05/08/2025

  Hi BBB, 
  
  We have provided compensation for this customer for their experience. A refund has been initiated as well as additional complementary products have been sent. 
  
  Thanks. 

  Customer Answer

  Date: 05/27/2025

  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:04/30/2025

  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.

  Order #*********My complaint is similar to another.On April 18, 2025, I placed an order for the Nutrafol Womens Vegan Supplement (Order #*********) trusting in the Companys clearly stated return policy that promises a 100% satisfaction guarantee including the ability to return a product for a full refund or exchange within 30 days if not fully satisfied.Unfortunately, after dissatisfaction with the product, I attempted to initiate a return, only to be told that opened or used products are not eligible. This is not a minor technicality its a complete contradiction of the very promise that influenced my purchase decision. A true 100% satisfaction guarantee allows a customer to return a product for any reason. If thats not honored, then the guarantee is essentially meaningless.I am respectfully requesting a refund of $78.00. More importantly, I urge the Company to revise its return policy language to accurately reflect its actual practices. Continuing to advertise a 100% satisfaction guarantee while denying returns on used product is, misleading and potentially deceptive.Thank you for your attention to this matter. I hope to see it resolved fairly

  Customer Answer

  Date: 04/30/2025

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