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:01/26/2023

  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.

  My order # *********, ordered 9-4-2022, order total $463.15. Their product information says it takes six months to see results. They claim 100% Satisfaction or your money back. I took it religiously for five months and neither I nor my hairdresser can see any results, not one new follicle. I took the bottle to my medical doctor ********************** @**************************, ****************************************************************************** *************)) and ************** said there is an excessive amount of Biotin, which will negatively affect my thyroid and sleep. He advised me to quit taking it. So I did. I sent an email to ********************************** on 1/18/2023 requesting a refund. I have received no response other than a canned email auto response. I tried calling them yesterday with no answer; can't leave a message, and told to "try back later." I would like a full refund of my $463.15. I've done everything by the book.

  Business Response

  Date: 01/30/2023

  Hi BBB,

  Our CX lead was unable to find any emails from this customer, so he reached out to the customer directly. 

  For clarification, we do not offer any sort of money back guarantee. Our return policy states that if the customer is not satisfied with their purchase within a 30 day window of the original order purchase date, we will take back any unopened unused product for a full refund.

  When customers do not see the results they were hoping for we recommend they schedule consultations with our team of Naturopathic Doctors. Everyone is different, but one thing remains the same - real progress takes time and consistency. It is recommended to take Nutrafol for 6 months to see the full result.

  In the email, our CX lead has offered this customer further assistance with their request. 

  -The Nutrafol Team 

  Customer Answer

  Date: 01/31/2023

  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 had emailed their support team from my work email address or I would not have received their canned response. As a courtesy to me, the support person, *****, that responded to my complaint offered a 50% refund, which I will accept. Nowhere in the literature I received from them was I instructed to contact anyone about a consultation. It doesn't matter anyway because their product does not work as advertised. 

  Thank you for mediating between Nutrafol and me.
  
  Sincerely,
  
  *************************
  
  
  
   
  

  
  

• Initial Complaint

  Date:01/24/2023

  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.

  Order # ********* ORDER DETAILS Placed On: Jan 22, 2023 Status: Complete ITEMS Women x 1 $79.00 ******************* $0.00 Tax $5.53 Total $84.53 SHIPPING ADDRESS *********************** ********************************************************* ********** SHIPPING METHOD Standard ** Shipping They charged my card with out me knowing I already had cancelled my subscription I just wanted a refund I tried to get in contact but nobody is answering also the product I never wanted it it was supposed to be a one time thing.

  Business Response

  Date: 01/24/2023

  Hi BBB, 
  

  We can see that on December 7th a subscription was created for Nutrafol Womens.

  We want to help our customers stay consistent on their journey to hair wellnessour clinical study shows the best results come from taking Nutrafol for at least 6 months, and our subscriptions can help to stay on track with that.

  This subscription was cancel January 22nd after the renewal had already processed. One of our CX agents was able to connect with this customer to offer further assistance. 

  -The Nutrafol Team 

  
  

• Initial Complaint

  Date:01/23/2023

  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 signed up for Nutrafol in December 2022. I received my first shipment, although late, and have not received a shipment since. I was e-mailed on 1/14/23 that my shipment was on it's way (after charging my card) and it is now 1/19 and it still has not arrived. I was also charged for my third shipment and I obviously have not received that either. I have opened two tickets with the company and tried calling multiple times. Each time I call, I am disconnected as there are "no agents available" - no option to stay on hold and no option to leave a message or get a call back. They just terminate the call.I have also tried to use the live chat but the window does not open. There is a button for "live chat" on their site that quite literally does not link to anything.I am starting to think this company is a scam and I would like to be refunded for all of the money I spent on it.

  Business Response

  Date: 01/23/2023

  Hi BBB, 

  Our CX Manager has reached out to this customer to offer shipping updates and further assistance. 
  
  The order created on January 13 order was marked as delivered by the carrier Saturday, January 21st.
  

  The order created on January 20 was process and shipped out today, Monday, January 23 and is currently in route to it's final destination. 
  
  -The Nutrafol Team 

  Customer Answer

  Date: 01/23/2023

  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:01/23/2023

  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 am on auto-ship with Nutrafol. I was charged December 31st for my monthly shipment. A tracking number was created on that day. However, the post office has not received the item. Nutrafol phone support gives a message to email them. I emailed on multiple occassions and have not yet received a response and in addition, the item is still in the same status with the post office.

  Business Response

  Date: 01/23/2023

  Hi BBB, 

  It seems as though this package has been lost in transit by the carrier. 
  

  Out CX Manager has reached out directly to this customer to offer a solution. 

  -The Nutrafol Team 

  Customer Answer

  Date: 01/24/2023

  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.  **************** contacted me and shipped my order right away, including an extra bottle. 
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:01/18/2023

  Type:Customer Service 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.

  Worst customer service. Or no customer service I should say. I want my refund for this u opened product still in its original box they shipped it in. Try viviscal it works better. It's drug free and you can get it at any pharmacy. I'm a hairstylist and I will tell all my clients how horrible nutrefol is. Bad customer service period. I'm calling my bank next.

  Business Response

  Date: 01/18/2023

  Hi BBB, 

  
  Our CX manager has reached out to this customer to rectify this situation and provide return instructions. 

  -The Nutrafol Team 

• Initial Complaint

  Date:01/18/2023

  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 had a subscription with this company then requested a cancellation. Somehow, they continued to charge my card, even though I cancelled this subscription because I was in the middle of purchasing a home and needed to cut down on expenses. I have gone online and cancelled 3 different times and somehow the subscription seems to reactivate itself. I did not update my card information or my address, as I thought the subscription was cancelled. Yet somehow, they were able to charge my card without the new address or ccv updated information; without even contacting me for authorization. I did not give this company any authorization to reactivate any subscription or to charge my card after cancellation, yet it was done on multiple occasions and without ever sending me any product. If they tried to send it, they would've received notice that I had a forwarding address; but that wasn't done.

  Business Response

  Date: 01/18/2023

  Hi BBB,

  Our CX Manager has reached out to this customer to settle this issue, canceling the monthly subscription and refunding the most recent order. 
  
  
  -The Nutrafol Team 

• Initial Complaint

  Date:01/18/2023

  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 ordered from Nutrafol on December 27, 2022 and still have not received my product. I sent them an email asking for information on my order the first week of January and they still havent answered. Also there is no option to speak with a live agent with this company. I would just like a refund and I probably will not purchase anything from this company again.

  Business Response

  Date: 01/18/2023

  Hi BBB,

  Our CX Manager has reached out to this customer regarding their January 6 email. 

  Due to an incredibly high call/email volume, our cx team has been experiencing delays.  It looks like **** experienced am issue delivering this package. A full refund of the order has been issued.

  -The Nutrafol Team 

• Initial Complaint

  Date:01/17/2023

  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 ordered a serum and vitamins on December 7th,2022, it's been 6 weeks, the shipment has made no movements at all. I emailed support on Jan 1st and 4th, I called Nutrafol but am not able to get in contact with a human, I've used their chat on their site and am not able to connect to a human. $264.99 CAD was charged to my credit card on December 7th, I don't even want to wait for the shipment because it hasn't even left, I just want a refund.

  Business Response

  Date: 01/17/2023

  Hi BBB,

  Our **************** Manager has reached out to this customer to provide a refund. 

  -The Nutrafol Team 

• Initial Complaint

  Date:01/13/2023

  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.

  On December 20, 2022 I was charged $132 for an order that has not been shipped or received. I have emailed them twice in the last 2 weeks and have had no response.

  Business Response

  Date: 01/13/2023

  Hi BBB, 

  Due to a higher call/email volume, our CX team has been experiencing some delays. 

  Our CX team manager has reached out to this customer to rectify this issue. 

  -The Nutrafol Team 

  Customer Answer

  Date: 01/18/2023

  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:01/11/2023

  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.

  Dear BBB I was recently notified by Nutrafol about another unauthorized purchase on my card. Several months ago I requested to close my account because I could not reach any one there to change my order that I messed up on during the process. So I was was charged for two products for which I only wanted one. Due to the inability to speak to one of their representatives to correct the problem, I was charged for and sent products I didn't want. The Nutrafol website does not allow you remove products from your carts. I had to close and cancel all future orders with them. Needless to say, I can't take the products because they upset my stomach. on 1/09/2023 I get an email that Nutrafol was charging me again. I looked at my credit card statement which was charged on 01/06/2023--before the notification, they were sending it. I could not reach anyone to stop or dispute the fact that I did not request it. I sent an email, and live chatted with a cyber bot that said, "I must have accidentally reactivated my order." I never reactivated anything with this company!!!I currently have 3 bottles of pills I can't use because they upset my stomach. I cant return them and now they are charging and sending me a fourth bottle. I want to *** them for fraudulently charging my card without permission for a product I can't use nor did I ask for. I am seeking help from the **** to aid is addressing these egregious behavior.I want all my data removed from their system. I want my refund for two bottles I did not want ($175.84). I did not get the recent bottle of products.

  Business Response

  Date: 01/12/2023

  Hi BBB, 

  Our CX manager has already cancelled this customers order and has offered a solution for a refund. 

  One of our **************** agents is following up with this customer regarding this matter. 

  -The Nutrafol Team