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:12/15/2022

  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 ordered Nutrafol Hair Wellness three different times which was all that I needed for that period. Since then, I have received two additional orders which I did not request. I have tried to contact the company to cancel automatic renewal which was never what I requested. I have called and email with absolutely no response. This needs to stop because I only want to order when necessary. I have never seen a company that does not respond to calls or email. Please let me know what can be done.

  Business Response

  Date: 12/15/2022

  Hi BBB, 

  Our ****** has checked their records, and cannot find any email correspondence from this customer

  However, one of our agents has reached out directly to this customer. We can see that an subscription order was placed on October 7th, 2022 for $79 a month. We do offer one-time orders for $88 per bottle. 

  This subscription has been canceled and our CX agent has reached out to resolve this issue. 

  -The Nutrafol Team 

  Customer Answer

  Date: 12/18/2022

  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.
  The business reached out and I replied informing them that there were four orders - two which I requested and two that I did not. I informed them that I will keep the orders that were sent with the understanding the subscription has been cancelled. And no more orders will be sent unless requested by me. Thank you for your assistance.

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

  
  

• Initial Complaint

  Date:12/08/2022

  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.

  Nutrafol improperly charged me and sent me another 3 month supply that I did not order. I did not agree to a subscription, and have not even used the first 3 month supply. I have been unable to access my account online due to issues on their end, and cannot "cancel" the subscription that I never agreed to. I have also been unable to contact anyone from customer service on the telephone. No one is answering. The prompt for a call-back is not working. I have already disputed the charge with my credit card company. I want to send the unopened package back and a guarantee that I will never be charged or receive product from Nutrafol again.

  Business Response

  Date: 12/13/2022

  Hi BBB, 

  Our CX Team Manager did not find any correspondence from this this customer, however, they have been contacted directly to come to a solution. 
  
  In our system, our team did find a Nutrafol subscription linked to the email provided. An order was placed in September of 2022-it was the a purchased of our Women's Fullest Hair Growth Kit. This item is subscription-only and renews automatically every 90 days.
  
  The subscription is now cancelled. 
  

  -The Nutrafol Team 

• Initial Complaint

  Date:12/08/2022

  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 with this company mid November. I received and email on 11/23 stating that they could not deliver the product and that it would arrive on 12/2. On 11/25 I got a new email stating the item had been delivered and it was not. I reached out to the company to get this resolved via email and also put in a ticket via their virtual assistant. I tried calling but Im unable to speak with anyone, I keep getting an automated message stating no one is available and to call back later. Its been over a week and Ive tried multiple avenues to get in touch with someone in the organization to get my money back so that I can buy from a local distributor or to get a replacement shipped out.

  Business Response

  Date: 12/13/2022

  Hi BBB,

  We can see that our CX manager has reached out to this customer to rectify this issue. 

  -The Nutrafol Team 
  
  

  
  

• Initial Complaint

  Date:12/06/2022

  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 purchased Nutrafol product (value $396) to be delivered to my daughter. I received a notification that it was delivered on 12/2/22 by the ***** She did not receive the product. I tried calling the company several times but there are no support agents available. I also emailed the company but the automated 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: 12/06/2022

  Hi BBB, 

  We can see that one of our agents was able to connect with this customer to rectify the matter. 

  -The Nutrafol Team 

• Initial Complaint

  Date:12/06/2022

  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 never received my order ($80 product). *** sent emails and called many times but I was never able to reach a costumer representative. Their phone number is useless - doesnt matter when you call or which option you select, they will disconnect your call. At this point I just want my refund and I will never do business with this company again.

  Business Response

  Date: 12/06/2022

  Hi BBB, 

  We can see that one of our CX agents spoke with this customer to rectify this issue on December 05, 2022.

  -The Nutrafol Team 

• Initial Complaint

  Date:12/06/2022

  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.

  Nutrafol failed to send my entire subscription order, and when I contacted them to either send the rest of the order or refund the total for the item, I got an automated reply saying due to a high volume of inquiry they would not be able to reply to me directly for ***** business days. despite waiting the inordinately long 14 day window to follow up with my request which had not be fulfilled, I never received a reply and then emailed them a second time to give notice that I would be filing a claim through the payment service (paypal) to force action. Within 48 hours of the claim being opened, Nutrafol gave me the option to receive the remainder of the order or give a refund. I requested the refund and they emailed me a few days later to let me know they would fulfill the claim and provide a refund. Paypal expects claims to be resolved within a specific timeframe, and if no action is taken by either party within that timeframe, the matter is considered resolved even if no refund is distributed. I waited until almost the full duration of the claim window without ever receiving the refund. Assuming that Nutrafol was trying to exhaust the claim window, I had to escalate the claim with Paypal to again force action. The refund was then completed but this is fair warning to anyone dealing with a refund request that Nutrafol does everything in their power to keep your money whether they are entitled to it or not. Do not use a credit card as a payment method here because most creditors offer less refund protection than paypal does with their claim system. They also attempted to contact me outside of the claim case on my email account, probably to try and dissuade me from staying privy to the timeframe of the claim. Shady business selling product at a premium with no customer service to speak of.

  Business Response

  Date: 12/06/2022

  Hi BBB, 

  We can see that one of our CX agents was able to assist this customer on October 19, 2022. 

  You will find the correspondence attached, along with a refund receipt. 

  -The Nutrafol Team 

• Initial Complaint

  Date:12/05/2022

  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.

  I am a new, first-time subscriber to Nutrafol's Women's Balance. This is a subscription program that provides you better pricing as a subscriber vs. buying online from a third party. I placed an order on 11/15 and received a shipment confirmation email on 11/17 with a tracking number. As of 12/5 the tacking information still says "Order Information Received" but it does not indicate that it's shipping anywhere or has even been truly processed. I called Nutrafol's customer service number on 11/29 but no matter what phone option prompt you choose their message is that same "canned" response -- that they are experiencing high call volumes and have no one available to speak with you and to try calling back -- then it hangs up. After that I also on 11/29, emailed their support email address with the issue and no one has responded to that either. I sent another email today and also tried calling again. The phone message again indicates no one is available to speak to you -- so I have ZERO faith in them responding to the second email I sent. They have already charged my credit card and I cannot get in touch with anyone by any means to address the issue that I haven't received the product that they have charged me for.

  Business Response

  Date: 12/06/2022

  Hi BBB, 

  Due to an incredibly high call/volume, our cx team has been experiencing some delays with their responses. 

  Our CX Manager has reached out to the customer to rectify this situation. 

  -The Nutrafol Team 

  Customer Answer

  Date: 12/12/2022

  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.

  They have provided a full refund and canceled my account so that no further "automatic" subscription ******** would occur. I do think it's sad that a resolution only occurred because I filed a formal complaint with the BBB. It would have been nice to resolve the matter directly with Nurtrafol. I do still caution others that they have extremely poor (really "no") **************** and serious distribution issues.
  
  Sincerely,
  
  *******************************
  
  
  
   
  

  
  

• Initial Complaint

  Date:11/28/2022

  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.

  11/23/22 and 11/24/22 I was charged $241.36 - twice. The product they sell is for hair growth. Im not convinced it works at all, but I certainly did not order a 3 month supply twice in consecutive days. Nutrafol has overcharged me before. When I looked for reviews of the company, I see that many people have had this problem. I want my money returned and I want to warn others about Nutrafol and their shady practices.

  Business Response

  Date: 11/29/2022

  Hi BBB, 

  Due to an extremely high call volume, coupled with the holiday, our CX team has been experiencing some delays. 

  We can see that this customer had reached out regarding this order on November 23 & 25. Our Senior Customer Experience Specialist responded on November 28 to provide a solution. You will find the correspondence attached. There was a 3pack subscription created on August 24th, 2022 and another created on September 14th, 2022.

  We have also provided a list of transactions and cancelations. Our CX team has also set up a consultation with one of our naturopathic doctors-please see attached. 

  Please let us know if you have any more questions, we are happy to assist. 

  -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.
  
  Sincerely,
  
  **** ******
  
  
  
   
  
  

• Initial Complaint

  Date:11/22/2022

  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 have been a subscriber to Nutrafol's Women's Balance for over a year and never had issues with delivery or their customer service until now. Tracking shows that it had been delivered on 11/14/22, but I never received it. I emailed them on 11/15 and reported it missing and got the now-standard message that they're having a high volume of "customer requests." I then tried chatting with them via their website on 11/17 and received the same canned reply. It's been over a week without any contact from them. I had requested that they send a replacement, but at this point I rather have a refund and will cancel my subscription since they are not responsive anymore.

  Business Response

  Date: 11/23/2022

  Hi BBB, 

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

  Our CX supervisor has reach out to the customer to rectify this issue. 

  -The Nutrafol Team 

• Initial Complaint

  Date:11/21/2022

  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.

  On Sept 18, 2022 I ordered a 3 month supply of Womens BALANCE and Stress Adaptogen for $291.83 with the 3 month subscription that I signed up for and would be billed every 3 months. On Sept 20, 2022 my bank was charged $291.83 which is correct. On Sept 23, 2022 I received a 30 supply of the Womens formula and a 30 day supply of collagen which is NOT what I ordered. I called the customer service line ************ only to remain on hold and then get disconnected countless times and sent several emails to ********************************** only to receive an auto-reply that someone would get back to me and no one ever has. I have never received any other shipments as of today, Nov 20, 2022 and I cancelled my subscription as to avoid being charged again in December when I have never received what I paid for to begin with. I would like to receive what I have been paid for.

  Business Response

  Date: 11/23/2022

  Hi BBB,

  Due to an incredibly high call/email volume, our CX team has been experiencing some delays. 

  Our CX Supervisor has reach out to the customer to further investigate the shipping discrepancy. 

  -The Nutrafol Team