Complaints
Customer Complaints Summary
- 210 total complaints in the last 3 years.
- 38 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/21/2022
Type:Service or Repair IssuesStatus: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.
Cannot reach anyone in customer service for months. Sent a number of emails and made calls to no avail. In reviewing their instagram account it appears customers are taking to that forum to contact them and are experiencing the same issues or worse (being charged) and they either don't respond or apologize for the delay without any follow-up.Business Response
Date: 11/23/2022
Hi BBB,
Due to a high call/email volume, our CX Team has been experiencing delays in their response time.
Our CX Supervisor has reached out to the customer to rectify this issue.
-The Nutrafol Team
Initial Complaint
Date:11/21/2022
Type:Delivery IssuesStatus: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 to resolve this issue with the company, but have received zero response to my multiple, email, chat, and attempted phone inquiries, and am very frustrated by the poor customer service at this time. I recently ordered a set of products from Nutrafol. When I placed the order online, I received a message stating that there was an error and the order did not go through. So, I attempted it again, and this time received confirmation of my order. All was well until I checked my checking account later and saw two separate $280.00 charges from Nutrafol. I tried to contact my bank but they told me I had to go through the company to try to resolve it. At first I thought, this is annoying this happened because now I have to jump through these hoops for an issue that their ordering site created, but things happen sometimes. Then, as I attempted to jump through said hoops and found it impossible to reach anyone, receive any acknowledgment or response to my inquiries, and I am still out $280 weeks later and right before the holidays, I am beyond frustrated.Business Response
Date: 11/23/2022
Hi BBB,
Due to an incredibly high call/email volume, our CX team has been experiencing delays in their response time.
Our CX Supervisor has reached out to the customer to offer a solution.
-The Nutrafol Team
Customer Answer
Date: 12/09/2022
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. Although it was frustrating to have no estimate of a wait time for when my concern would be addressed by the business, once I was contacted the individual was very helpful and offered either a refund or a significant discount on the supply I had accidentally received and paid for. If Nutrafol could he less vague in their communications regarding delays, ithink people would be more understanding up front.
Sincerely,
***************************
Initial Complaint
Date:11/16/2022
Type:Service or Repair IssuesStatus: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 was sent products that I did not authorize. Their return policy says within 30 days is acceptable, however there is no way to actually return an item. There is no return mailing address listed, they dont answer the customer service phone number that is provided on the website and they dont respond to emails.Business Response
Date: 11/18/2022
Hi BBB,
Due to an incredibly high call/email volume, our ****** has been experience some delays.
We see that an order was placed on July 28, 2022 for a subscription of 3-pack of Nutrafol Women's Balance. All of our 3 pack subscriptions automatically process every 90 days. We do offer an $88 single-bottle/non-subscription purchase option for all of our formulas, including Women's Balance, which can be selected on the product page before adding the product to cart.
Our Customer Experience Manager has reached out to the customer to address the matter and provide a return label.
-The Nutrafol Team
Initial Complaint
Date:11/16/2022
Type:Service or Repair IssuesStatus: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 the same problem as multiple others! I placed a single order. Somehow, without my authorization, Nutrafol sent me a second order and charged my PayPal account. I immediately emailed customer support but did not receive a response. I then attempted to call their customer service phone number but the automated message stated that they were behind with responding to customer calls and did not allow me to leave a message.They are trying to trick people into a subscription, and then make it IMPOSSIBLE to get a hold of them to cancel the order that they auto-renewed. It is a super shady way to trick people and scam a free $79 from people. Cool.Business Response
Date: 11/18/2022
Hi BBB,
Due to an unusually high call/email volume, our CX team has been experiencing delays.Our CX Manager has reached out to this customer to resolve this matter.
-The Nutrafol Team
Initial Complaint
Date:11/16/2022
Type:Product IssuesStatus: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 10/7/2022, I ordered Nutrafol for $98 to try it. I tried it and did not like the product so I did not plan to order again. I thought that was the only order, but on 11/8/2022, I checked my PayPal account and saw that Nutrafol had charged my account $98 again on 11/6/2022 without my permission! I was shocked! I did not sign up for a subscription to my knowledge but it appears Nutrafol automatically enrolled me in a subscription without my knowledge! I immediately cancelled everything related to Nutrafol in PayPal and then cancelled everything on Nutrafol's website as well. I then emailed Nutrafol to CANCEL the 11/6/2022 order and refund my money as I do not like the product. On 11/8/2022, I called and requested a call back but I still haven't received a call. Later in the day I received an email from Nutrafol Support saying they working through a high volume of customer requests and would get back to me ASAP. Today 11/14/2022, I received the Nutrafol shipment they charged me for on 11/6/2022. I want 1) the correct mailing information to return this unopened package I just received as I do not want it, and 2) a full $98 refund of the 11/6/2022 charge. Nutrafol's customer service is horrible and I will never buy from this company again.Customer Answer
Date: 11/18/2022
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.
Sincerely,
*************************
Initial Complaint
Date:11/16/2022
Type:Product IssuesStatus: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 is a good and effective product but the customer service is a disaster. The phone service offers menu options but noone answers at any of the options. So, I sent an email request for help and they say there is a ***** days response time!! It has now been 21 days with no response.Business Response
Date: 11/17/2022
Hi BBB,
Due to an incredibly high call/email volume, our CX team is experiencing some delays.
Our CX Manager has reached out to this customer to investigate the issue.
-The Nutrafol Team
Initial Complaint
Date:11/16/2022
Type:Service or Repair IssuesStatus: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 was apparently on an autodraft with nurtafol and they notified me that my next order was coming up. I quickly responded to them that I didnt want the product and also went online to remove the autopay. I didnt hear back for over a week and saw they already charged and sent a supply of the product. I reached out again to inquire on how to return and get my money back and I got no response. I tried calling multiple times and could also not get anyone on the phone. My reason for not wanting the product is that it did not work for me. I wish to have my 283$ returned to me and taken off autopay in the future.Business Response
Date: 11/17/2022
Hi BBB,
Due to an incredible high call/email volume, CX team has been experiencing delays.
Our CX Team Manager has reached out to the is customer to offer an apology and a solution, along with a prepaid return label.
-The Nutrafol Team
Initial Complaint
Date:11/16/2022
Type:Sales and Advertising IssuesStatus: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 an email from Nutrafol on Oct 7th stating my order had been delivered that day. It was not. I never received the item. The order # is *********. Cost of item was $79. I have been trying to contact them via email and phone for over FOUR WEEKS to no avail. No response what so ever. I would like a full refund, as I want nothing to do with this business anymore.Business Response
Date: 11/17/2022
Hi BBB,
We appreciate your patience as our CX Team assists with a large volume of customer requests.
Our CX Manager has reached out to this customer directly to rectify this issue.
-The Nutrafol Team
Initial Complaint
Date:11/14/2022
Type:Customer Service IssuesStatus: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 11/5 with a subscription and my order still says processing. I have already been charged and have not received the item. I tried to call, email and char multiple times with zero response. I am wondering why I have been charged and the order is still processing and has not come and why its been almost two weeks with zero response from a representative.Business Response
Date: 11/15/2022
Hi BBB,
Due to a tech issue, it looks like the processing of this order was delayed.
Our Customer Experience Manager has reached out to this customer to rectify this situation.
-The Nutrafol Team
Initial Complaint
Date:11/14/2022
Type:Delivery IssuesStatus: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 automatic order of Womens Hair *************** Adaptogen was shipped out October 10, 2022. It is November 11, 2022 and I have not yet received my order. The tracking number does not have any information about the whereabouts of the package. I have emailed the company three times, the first time on October 21, 2022. It has clearly been over 14 business days, but I have not heard from Nutrafol. I am very disappointed in their customer service (or lack thereof). Order # *********Business Response
Date: 11/15/2022
Hi BBB,
Due to an issue with our 3rd party carriers, it looks like this item was lost in transit.
Our CX Lead has reached out to this customer to take care of this matter.
-The Nutrafol Team
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