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:11/10/2022

  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 have been trying to cancel my account for 6 months as it was not working for me. I have tried calling multiple times a week over the past 6 months and have emailed multiple times. Every time I try to call it says that they dont have anyone to answer the phone. No one has responded to my emails either. This has cost me over $700 for products that I have not received. Im looking to get refunded and have my account permanently cancelled. If I dont hear from someone soon, I will take legal action to remedy the situation.

  Business Response

  Date: 11/16/2022

  Hi BBB, 

  We can see that there was a correspondence September 29, 2022 requesting to have this subscription cancelled. A reply was sent October 12, 2022 confirming that the subscription had been canceled, along with return instructions for the September 25 order.

  Our CX Lead has reached out to take care of this issue and will be investigating the missing packages further.  

  -The Nutrafol Team 

• Initial Complaint

  Date:11/10/2022

  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.

  Good afternoon,I need help! I am a new customer with this company and 2 months into receiving my product the email address I have on file with them was hacked into so I had to close it. When I went to log into my account a message comes up that says with new security they want more information but it goes to the email address I have closed. I cannot get in touch with anyone from this company. They NEVER EVER answer their phones and they NEVER EVER answer their emails. I am so very angry I cannot get into my account and there is literally no one that will help this is horrible customer service.

  Business Response

  Date: 11/28/2022

  Hi BBB, 

  Initially, there was no record of correspondence with this customer. 

  On November 10, our CX Manager had reached out to the customer to initiate a resolution. 

  -The Nutrafol Team 

  Customer Answer

  Date: 12/05/2022

  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.

  PLEASE DO NOT post my name or email address on your website.  I am a victim of identity theft and cannot have anything posted that could cause further harm. 

  I thank you for helping me with this it was resolved quickly because of you.  
  
  Sincerely,

  
  
  ****** ****
  
  
  
   
  

  
  

• Initial Complaint

  Date:11/08/2022

  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 paid $70 for a one month supply of vitamins which is ludicrous but Im willing to try anything to stop hair loss at this point. I ordered them 10/13/22 and received an email later in the day saying they shipped. The tracking info shows theyve been sitting in ******* since 10/17/22. Ive tried contacting Nutrafol twice to resolve this and feel I have given them plenty of to respond (they havent). Now I plan to dispute the charge with my bank and I want them to know how unhappy I am with their utter lack of customer service. With people spending that amount of money on vitamins, they can certainly afford to hire more customer service employees.

  Business Response

  Date: 11/10/2022

  Hi BBB, 

  We can see that **** had a delay with delivery. Our CX team lead has reached out to the customer to rectify this issue. 

  -The Nutrafol Team 

  Customer Answer

  Date: 11/15/2022

  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. I do think it is ridiculous that I had to go through BBB to finally get a response but they did overnight me a replacement order. 
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:11/04/2022

  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 never signed up for a subscription, but they keep auto charging my card and sending me product. I have tried every way I possibly can to stop this. I cannot log on to the website as it gives me an error message. Ditto with trying to reset my password. I logged in as a guest for a one time purchase, clearly clicked one time purchase. I cannot at any time reach customer service. You just stay on hold indefinitely. I have sent multiple emails. **************** is non existent and now I have to go through my bank to dispute charges I never authorized.

  Business Response

  Date: 11/07/2022

  Hi BBB, 

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

  We can see that the customer placed an order with ********************** on September 2, 2022. It was for 2 bottles of the Monthly Delivery option at $79/month instead of a Single Bottle option for $88/bottle.

  By selecting the Monthly Delivery, orders renew every 30 days from the date of the initial order.

  Our Customer Experience Team Lead has reach out to the customer to help with this matter. 

  -The Nutrafol Team 

• Initial Complaint

  Date:11/04/2022

  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.

  They will not send a return label. They will not refund my money. They have not answered my requests.I have sent dozens of emails no reply.

  Business Response

  Date: 11/07/2022

  Hi BBB, 

  We apologize for the delayed response time of CX team. 

  Our CX Team lead has reached out to rectify this issue. 

  -The Nutrafol Team 

• Initial Complaint

  Date:11/01/2022

  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 ORDERED 1 BOTTLE OF NUTRAFOL OCT 6, 2022. DEBITED MY ACCOUNT $95.95 ON OCT. 7, 2022.DECIDING I DIDN'T WANT THE PRODUCT, I EMAILED THEM LATE OCTOBER 6 REQUESTING CANCELLATION.IMMEDIATELY RECEIVED AUTOMATED RESPONSE THAT I WOULD RECEIVE THEIR RESPONSE WITHIN 24 HOURS ON A WEEKDAY OR 48 HOURS ON A WEEKEND. ANY REPUTABLE COMPANY WOULD HAVE A CALL RESPONSE TEAM 24/7. FINALLY I RECEIVED PHONE CALLS AND TEXT MESSAGES ADVISING THEY COULDN'T LOCATE MY ACCOUNT. I PROVIDED ORDER #, ORDER REFERENCE #, ETC. THEN ASKED FOR AN ALTERNATIVE EMAIL ADDRESS AND MY HOME ADDRESS TO LOCATE MY ACCOUNT. THEY HAD MY EMAIL ADDRESS, PHONE # AND HOME ADDRESS. HOW DID THEY MAIL THE PRODUCT TO MY HOME ADDRESS IF THEY DIDN'T HAVE IT? ULTIMATELY THEY STILL COULDN'T FIND MY ACCOUNT AND WOULDN'T REFUND. THIS COMPANY IS A SCAM.

  Business Response

  Date: 11/07/2022

  Hi BBB, 

  It looks as though this purchase was made through a 3rd party vendor. 

  Our customer experience lead has followed up with this customer to investigate further. 
  
  -The Nutrafol Team 

• Initial Complaint

  Date:10/31/2022

  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.

  Hello,Nutrafols website for logging into my account isnt functioning and keeps having issues authenticating my account. I e reset my password and receive the same message. Also, the main complaint is the following:This is the 4th time that I get a Nutrafol refill with less than 120 pills. I get refills Monthly and each packet is supposed to contain 120 pills. Typically Im missing 3 pills and this time Im missing 2 (for a total of 118 and not 120 pills - see picture attached). Nutrafol is conducting QA on outgoing product count and I want them to compensate me for the past four months of receiving less than the promised 120 pills per packet per monthly automated order refill ? This is unfair and deceitful to customers such as myself.

  Business Response

  Date: 11/01/2022

  Hi BBB, 

  Due to some technical difficulties with a website overhaul, we are having issues with customer password resets and account log-ins.

  With regards to the capsule discrepancy, our product is manufactured and bottled by a third party manufacturing company so, we unfortunately do not have a direct hand in Quality Control for how they bottle the product. This is something that we are working with them to rectify. 

  Our CX lead has reach out to the customer to offer further assistance. 

  -The Nutrafol Team 

  Customer Answer

  Date: 11/01/2022

  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:10/31/2022

  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 subscribed to their hair growth vitamins. While I am sure the product works fine, I cannot physically swallow the very large pills. I have canceled my subscription, emailed the company, shipped back the unopened product and have STILL not received a refund, when I finally got a hold of a person at the business, I was told very rudely that the refund had been processed. I still have nothing as far as a refund, and nothing pending with my bank either. I was also told I would receive an email verifying the refund, which never happened

  Business Response

  Date: 11/03/2022

  Hi BBB, 

  One of our CX leads has reached out to this customer by phone to rectify this issue.

   

  -The Nutrafol Team 

  Customer Answer

  Date: 11/03/2022

  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:

  [Your Answer Here]

  I have not received a call from the business as stated above. 

   

   

   

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

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

  Business Response

  Date: 11/16/2022

  Hi BBB, 

  We can see that there were 3 phone calls from the customer- 2 calls on October 27th and 1 again on October 31st-in each call the customer spoke with 2 of our CX agents. The customer has been told to consult her financial institution in the October 27th phone call. This was reiterated in the additional call. The funds in question are with the bank, and due to the fact that a chargeback was filed, we are unable to process a refund.

  Attached is the chargeback document from our financial team. 

  -The Nutrafol Team 

  Customer Answer

  Date: 11/17/2022

  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:10/31/2022

  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 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. A few days later I received a response to my earlier email to customer support. The message explained how I could return the unauthorized order by going through **** to do a "Return to Sender" process. On Oct 3 I did exactly as instructed in the customer support response. As of today, Oct 29, I have not received a credit on my PayPal account. I am so frustrated and disappointed in Nutrafol. I cannot believe that a company can make unauthorized charges and not refund when requested to do so. BBB is my last resort---I have tried resolving this directly with Nutrafol without any satisfaction.

  Customer Answer

  Date: 11/01/2022

  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:10/24/2022

  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 a product on 10/2 - order #********* I received an email indicating that my order shipped and the tracking status suggests it was delivered on 10/7. That being said, I did not receive the product. I've reached out to the company via email and chat (10/10 and 10/11) and received responses that response time was ***** days. It has been 14 days and I have not heard from anyone. I placed a call today to discuss with a representative and it hung up on me saying that no representatives were available and to call back again later. I am EXTREMELY disappointed that I paid $88 for a product, have NOT RECEIVED the product, and am unable to get in touch with anyone or get a response from anyone. This is unacceptable business practice. I would be happy with a refund or if they would ship me what I ordered. Thank you.

  Business Response

  Date: 10/25/2022

  Hi BBB, 

  Thanks for bearing with us as we work through a high volume of customer requests.

  As indicated we are seeing a tracking for your October 2nd ordered marked complete on October 7th.The tracking indicates the latest update indicating delivery to a mailbox,

  One of our ****** members has reached out to this customer to take care of this matter. 

  -The Nutrafol Team