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:01/10/2023

  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 subscribed to a monthly vitamin delivery. I did not receive my delivery on November 10, 2022. I made multiple attempts to contact them through chat, where I was told to open a ticket. I have opened two tickets, which have not been addressed. Originally, I just wanted them to re-deliver my package. After a month of non-responsive behavior, I asked for a refund, as this was a time-sensitive delivery. They refuse to acknowledge my ticket or refund my money.

  Business Response

  Date: 01/12/2023

  Hi BBB, 

  Our customer service team is still working through a high volume of customer requests.
  
  The November order has been refunded in full at the customer's request.

  -The ********************** Team 

• Initial Complaint

  Date:01/06/2023

  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 my original order from Nutrafol on 8/24/22 for the Women's Balance Product. I used the product for the 3 months (each jar has 120 capsules in it) ...after 3 months I decided to cancel any future orders. They sent me another bottle so I contacted them electronically only as they do not have a live person to speak to...I told them of my cancellation and got instructions on how to return the unopened package. I followed their instructions...it cost me $10.00 to return the item as they didn't provide a way for me to return it at their expense. I have been waiting for my $87.20 reinbursement from Nutrafol to no avail. I have sent numerous E mails to ***** in **************** with no response. I have also been checking my bank statements to see if I have been credited by Nutrafol....no refund was in my statement. I am just sick and tired of their not responding to me...I want my money returned to my account. *************************

  Business Response

  Date: 01/09/2023

  Hi BBB, 

  Our CX manager has reached out to this customer with a solution. The item has not been processed by our fulfillment center, however, a refund has been applied. 

  -The Nutrafol Team 

• Initial Complaint

  Date:01/05/2023

  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 have called, emailed, and tried to use the chat function for Nutrafol. NO LUCK! I have tried to cancel my subscription since October, and I keep getting the product and keep being charged each month. I have filed a complaint with my bank as well. When I call Nutrafol, they state they are experiencing high volumes of calls and emails. No matter what option you choose when calling, each and every time, it states that "there are no representatives to take your call". I even tried to schedule a call back, but get the same answer. Absolutely not acceptable. I am expecting a refund for this last charge since I wont be using the product, and I will gladly send back the product if necessary. I want to cancel my subscription. So dissapointing.

  Business Response

  Date: 01/06/2023

  Hi BBB, 

  Our CX Manager has reached out to connect with this customer to rectify this issue. A refund has been processed and the cancellation of this subscription has been confirmed. 

  -The Nutrafol Team 

  Customer Answer

  Date: 01/12/2023

  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:01/05/2023

  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 purchased Nutrafol November 1, 2022. I sent an email on 11/7/22 since I had not received any notification on when the delivery would be expected. On 11/7/22, the order did arrive but Nutrafol did not respond to my question until December 7, 2022. They sent a 25% discount. So, their solution to the delay was to encourage me to buy more products. I had already purchased a 6 month supply so I asked how long the discount was for and it was only until December 16, 2022. In addition, Nutrafol markets the supplements in a nice bottle but I received 6 months supply in cheap pouches. I received an email with an advertisement to pour the pouches into an empty Nutrafol jar. I never received one. I sent an email last week (7 days ago) requesting one bottle. I have yet to receive a response. This company has misleading marketing and poor customer service.

  Business Response

  Date: 01/06/2023

  Hi BBB, 

  Due to large volume of customer requests, our CX agents have been experiencing some delays.
  
  We do see that the initial order should have been for one bottle and five refill pouches of Nutrafol Women's Balance. The order was shipped with six pouches due to a technical issue that has since been fixed.
  
  Our CX manager has connected with this customer and sent a complimentary bottle.

  
  -The Nutrafol Team 

• Initial Complaint

  Date:01/05/2023

  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.

  Nutrafol charged me for a product and the shipment never arrived. Their website will not connect me to live chat, they will not answer the phone, they will not call me back. I cannot resolve the problem if they will not contact me or provide a way to contact them.

  Customer Answer

  Date: 01/05/2023

  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:01/02/2023

  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.

  I order the Nutrafol product beginning in April of 2022. The product was to be sent every 30 days with the agreement I could cancel my participation at anytime. I have tried repeatedly to contact the company to change the frequency of the product I am receiving, however my account is no longer found on their site I have emailed and tried to contact the company via phone, since September of 2022 to no avail. No return call, no return email. I have also tried repeatedly to request a reset link through their website, but the link never arrives to my email. I now have approximately ****************************************** my cupboard. I need assistance. I have read numerous complaints regarding this company and their customer service practices. I am now experiencing them myself.

  Business Response

  Date: 01/03/2023

  Hi BBB, 
  Our customer service manager has sent this customer a return label on December 22, 2022.
  The customer then notified our team that on December 27th, the return was mailed. Our CX team has refunded the order and confirmed by email on the December 28th.
  -The Nutrafol Team

• Initial Complaint

  Date:12/21/2022

  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 placed an order for Nutrafol product on Nov 11th . I received a notification that it was delivered on Nov 20th. I did not receive the product. I tried calling the company several times but there are no support agents available. I tried the online chat option and filed the customer service request 3 time on Nov 21st, Nov 28th and Dec 20th and have never heard back from them. The automated emailed response states that they are experiencing a large influx of support calls and emails and that I should have patience. I would like the product redelivered or a refund of the purchase price.

  Business Response

  Date: 12/22/2022

  Hi BBB, 

  Our **************** Manager has reach out to this customer to come to a resolution.

  -The Nutrafol Team 

• Initial Complaint

  Date:12/20/2022

  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 recently purchased a product on Nutrafol on December 10, 2022. The value of the product was $79. My order number is *********. It says it was delivered but I never received a package. I tried numerous time to contact Nutrafol via emails, live chat and phone calls but I cant seem to reach an agent. I need them to resolve this issue asap. I have been sending them many emails and its been days and I have not gotten a response

  Business Response

  Date: 12/21/2022

  Hi BBB, 

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

  -The ********************** Team 

• Initial Complaint

  Date:12/19/2022

  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.

  June 2022 - October 2022. I have called, emailed and texted Nutrafol several times for a simple response. I wanted to get itemized receipts for using the product. I have the receipts that are on my account but they are not itemized receipts that I can submit for ***************. There are only canned voice mails and no contact with a person or any way of talking to anyone. I have also followed the instructions for contacting everyone that they give a number to and get the exact responses. I did receive 3-4 email responses from Nutrafol saying: Thanks for reaching! We've received your email and we'll be back to you, and your hair as soon as we can. We are currently experiencing a large influx of support emails and phone calls and we appreciate your patience and cooperation as we work to give the support and guidance our customers deserve. In the meantime find answers to most questions in our FAQs. . . . Your Nutrafol ************* Team (*************************************************************** *****) [************]I am only requesting itemized receipts for my purchases - my name is above. They do not provide and account number, but here are my invoice numbers: Order # *********, Order # *********, Order # *********, Order # *********, Order # ********* and Order # *********. The itemized receipt contains: my name, Nutrafol's name, date, a detailed description and cost of item purchased. Thank you,********

  Business Response

  Date: 12/21/2022

  Hi BBB, 

  Our CX manager has reach out to this customer to provide further assistance, as well as a PDF containing all 6 invoices. 

  -The Nutrafol Team 

• Initial Complaint

  Date:12/19/2022

  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.

  On 11 December 2022, I placed an order for Nutrafol Women's Balance. Total cost was $94.16. Delivery of the product was scheduled on 16 December 2022, but did not receive the product. Attempted to track but can't seem to identify the tracking number.

  Business Response

  Date: 12/19/2022

  Hi BBB, 

  Our Customer Experience Manager reached out to this this customer for further assistance. 

  -The Nutrafol Team 

  Customer Answer

  Date: 12/21/2022

  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:

  Please see the message from the business:

  ** ****** ***** ** ***** ** **** ***** ** *** *** *** **** *** *** *** ********* ****** **** *** ******* ** * **** ****** ****** *** *** ** ******* * ****** ** ******* ****** **** *** ** **** *** ***** ******** **** ****** ******** ** ***** **** **** ****** ** ********** ****** ******* * ******** ************ ****** ****** *** ** **** ** *** *** ** **** ******* *** * **** **** *** *** * ****** ****** ***** ****
  
   

  I received my order on 21 December 21 and immediately went to my local *********** on 21 December to do a "Return to Sender" for the purpose of getting a refund.  The package is unopened 

  Unfortunately, I could not because the postal worker could not see the return address  (see attached photo).  Therefore, there is no resolution.

  I need a return address to return the product for a FULL, 100% refund.

   

  Thank you.

   

   

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

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

  Business Response

  Date: 01/10/2023

  Hi BBB,

  Our CX team refunded the December 11 order (#*********) on December 28.

  The customer informed our CX team that the unopened order was picked up by **** on December 23 and the return tracking was marked as delivered on December 27.

  Order #********* has refunded. We have attach the credit memo for that transaction. 

  -The Nutrafol Team 

  Customer Answer

  Date: 01/27/2023

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