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:02/22/2023

  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.

  A payment of ***** was deducted from my account for an order not received. Emails have been sent with no response. Phone calls go unanswered by Nutrofol.

  Business Response

  Date: 02/22/2023

  HI BBB, 

  We see that there was an issue with the carrier. 

  Our CX manager has reached out to offer a solution. 

  -The Nutrafol Team 

• Initial Complaint

  Date:02/21/2023

  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.

  Since taking this product I have lost hair, my thinning hair at the beginning has fallen out. I have a visible balding and sores.

  Business Response

  Date: 02/22/2023

   

  Hi BBB, 

  We do not see any initial correspondence with this customer. 

  Our CX manager has reached out to this customer to offer assistance. 

  -The Nutrafol Team 

  
  

• Initial Complaint

  Date:02/21/2023

  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 canceled my subscription with Nutrafol bacon in September 2022. Today I was charge another shipment. The history of my account shows I have not received an order since September 2022 and do not know why all of a sudden they started my subscription back. I tried message and left messages. I want to be refunded and subscription cancelled

  Business Response

  Date: 02/22/2023

  
  Hi BBB,

  We can see that that the only completed cancelation was on 2/17 after the order was processed.

  On 9/24, the next renewal date to was modified to 2/17, the subscription was not cancelled. 

  Our CX Manager has reached out to this customer to offer assistance in returning the order. 
  

  -The Nutrafol Team 

• Initial Complaint

  Date:02/16/2023

  Type:Order 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 have tried multiple times to stop my subscription Product is amazing but cancellation policy is a night mare

  Business Response

  Date: 02/17/2023

  Hi BBB,

  We can see that this subscription has been canceled,
  

  Our CX manager has reached out to this customer to offer further assistance. 

  -The Nutrafol Team 

  Customer Answer

  Date: 03/01/2023

  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:02/16/2023

  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.

  Placed an order for product discovered within 10 minutes I ordered the wrong version of the product and cancelled order and re-ordered the correct version. Received confirmation of cancellation. Next day order was dispatched and I was charged for the cancelled order plus the second order. Have tried contacting company and they won't respond. I'm happy to return product at their expense. I want a refund for the order I cancelled. Screenshot of order confirmation and cancellation attached. Please notice the timestamps.

  Business Response

  Date: 02/17/2023

  Hi BBB, 

  
  We can see that the first order was placed on January 19th (# *********), for a Nutrafol Women 3-pack subscription. There was a successful cancelation of the subscription a few minutes later, however canceling a subscription did not cancel any orders that have already been billed.
  Our CX manager has reached out to this customer to offer further assistance. 

  -The Nutrafol Team 

• Initial Complaint

  Date:02/14/2023

  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 paid a lot of money for Nutrafol. They delivered it to the wrong address according to tracking. My mailing address is correct on my account. There has been no email response and when I try to call the customer service number it says there are no agents available to help me and then it disconnects. I just want either the product I paid for or a refund

  Business Response

  Date: 02/15/2023

  Hi BBB,

  
  We can see in our system that an order was initially placed on February 1 order of Nutrafol Women's Balance. However, after the order was already processed, an address change was made. 
  
  Our CX manager has reached out to this customer to rectify the issue and offer a solution. 

  -the Nutrafol Team 

  Customer Answer

  Date: 02/24/2023

  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.

  
  
  I finally recieved the replacement product yesterday 
  

  
  

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

  
  

• Initial Complaint

  Date:02/09/2023

  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 received unsolicited email to the point of death threats

  Business Response

  Date: 02/09/2023

  Hi BBB, 
  

  Our CX Lead was able to reach out to this customer to further investigate this situation and offer a solution. 

  -The Nutrafol Team 

• Initial Complaint

  Date:02/06/2023

  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.

  Deceptive cancellation policy:1) They practically force you into subscription model 2) They charge up front for the entire subscription period 3) If you cancel they stop delivery at that time, without completing delivery of the products you paid for Every other companys subscription cancelation policy will simply not renew for the next period. Nothing changes during the initial subscription period; customers still receive what they ordered. Nutrafol is stealing from their customers

  Business Response

  Date: 02/06/2023

  Hi BBB, 

  We can see that one of our CX agents has already responded to this customer. 

  Please see attached exchange. 

  -The Nutrafol Team 

  Customer Answer

  Date: 02/06/2023

  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]

  Agent didnt answer the problem. Ive paid for 6 boxes of pills and those 6 are not being sent. What is so hard about this? 

   

   

   

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

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

• Initial Complaint

  Date:02/03/2023

  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 placed an initial order 9/2022 and received a 2 month supply. I used the product, but was having trouble digesting it without issues. I paused my subscription in early October. I logged back in to ensure it was not shipping, and it was not. The next contact I had was an email saying another order (another 2 month supply, and I still had over a month of the initial order left) was shipping. I immediately sent an email (you cannot reach them on phone, social media or by direct email - only using their contact form) telling them not to ship it. It shipped and I was charged another $189. Still thinking I could reach them and get a refund I emailed/called/Facebook messaged and only got auto responses except once on FB - but as soon as the rep saw I was requesting a refund, she disconnected and another auto response popped up. I now had 3 extra months that I did not want or need. I paused the refill until 1/23 to get time to cancel/reach someone. When I logged in a week later, the refill had been changed to 12/23 (I have photos/screen shots of all this). As I could not reach anyone, I was forced to cancel my credit card to prevent Nutrafol from reactivating my subscription and billing me again. This is 100% fraudulent, as many others have stated and experienced. I want a full refund, as offered online. The fact that you cannot request a refund as you only get auto "sorry for the delay" responses speaks volumes about the integrity of this company.

  Business Response

  Date: 02/09/2023

  Hi BBB,

  We can see that an ordered was placed on September 24th for Womens Balance + Stress Adaptogen along with second bottle of Womens Balance. Both of the Womens Balance bottles added to the shopping cart were the subscription model offered. Due to this purchase two subscriptions are created in this account, each of these subscriptions act independently from each other.

  There was no account update until October 27th, when the customer modified the renewal to January 20th, 2023, only the subscription for Womens Balance + Stress Adaptogen was adjusted.

  Our CX lead has reached out to this customer to offer further assistance. 

  -The Nutrafol Team 

  Customer Answer

  Date: 02/14/2023

  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]

   

  No one from Nutrafol has conacted me despite their response that they did.  Still out hundreds of dollars of unauthorized charges. 

   

   

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

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

  Business Response

  Date: 02/16/2023

  Hi BBB, 

  We can see that our CX team was able to respond on February 8, 2023. (please see attached files)
  
  We recently received the October 24 and November 23 orders returned to our facility with the prepaid return labels.
  
  On February 16, this customer filed a chargeback on the October 24 order. Operations team accepted that chargeback from our side to allow your bank to return the funds for that order to you. The time that takes will depend on your bank.
  
  Our CX Lead has reached out to this customer to provide further assistance. 

  -The Nutrafol Team 

• Initial Complaint

  Date:01/31/2023

  Type:Sales and Advertising 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 charged $79 dollars on January 20th, 2023 for an order I had no knowledge of having a subscription. Upon trying to reach out to the company, Nutrafol, on January 20th, 2023, I received an automated responce saying we'll get back to you. It's 8 days later and no response. After attempting to cancel the subscription, it wasn't very clear that I was able to. There was no email follow up. This seems like a company hoping you don't care so they can keep charging you...maybe I'm wrong?

  Business Response

  Date: 02/03/2023

  Hi BBB, 

  According to the order history linked to this email address indicated on December 21st a subscription was started for Nutrafol Men while using a $10 off coupon code.

  As well as a subscription purchase being made on December 31st with a $15 discount coupon code. Both of these purchases were made via the Monthly Delivery option in the product drop down list.

  All subscriptions were both canceled by this customer on January 30th.

  Our CX lead has reached out to this customer to offer further assistance. 

  -The Nutrafol Team 

  Customer Answer

  Date: 02/09/2023

  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. I was refunded an acceptable amount. 
  
  Sincerely,
  
  ***************************