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:10/21/2022

  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 paid for a 3 month supply of Nutrafol hair vitamins on 9/20/22. When I received my package on 9/29/22 it only contained 1 month supply. I notified Nutrafol on 10/1/22 by email and received a response that there is a large influx of customer service requests and to give them ***** days to repIy. I have received NO reaponse since. It's now 10/20/22. I have filed a complaint thru my PayPal account and the case is under investigation. The amount of purchase is $224 for a 3 month supply. I have overpaid appx $150 for what I have received. I need a resolution. My transactIon ID# is *****************. Transaction date 9/20/22. I have a PayPal case pending: Case# ******************. The last time I checked my Nutrafol account, I see they have cancelled my subscription instead of rectifying the issue and honoring their side of the purchase.

  Business Response

  Date: 10/24/2022

  Hi BBB,

  Due to an incredibly high call/email volume, our customer service team has been experiencing some unprecedented delays in their response time. 

  One of our agents has already reached out to this customer to rectify this issue. 

  -The Nutrafol Team 

• Initial Complaint

  Date:10/14/2022

  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.

  Transaction took place October 14 2022. I placed an order with the company and wanted to verify something but it is literally impossible to get in touch with a human. I canceled the order due to this fact. But I want to make sure they do not charge me for something I canceled. They really need to be able to reach out to a person!

  Business Response

  Date: 10/17/2022

  Hi BBB, 

  According to our CX team, the customer had attempted contact on Friday, Oct 14, 2022 at 2am, 12 noon, and 2 pm. Their typical response time currently is ***** business hours due to a higher volume of customer requests. 

  We can see that this customer placed an order on October 14 for Nutrafol Postpartum. Within our system, we are unable to cancel orders after they're placed as our fulfillment center is notified immediately.

  The first order was processed and shipped on on Friday, October 14. One of our customer experience agents has reached out to this customer to explain our shipping process and provide tracking information and confirm cancelation of the monthly subscription.

   

  -The Nutrafol Team 

  Customer Answer

  Date: 10/18/2022

  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,
  
  *************************
  
  
  
   
  This company did reach out finally. But they seriously need to start using customer service by phone. Very frustrating ordeal.

  But the problem has been taken care of after numerous emails.

• Initial Complaint

  Date:10/11/2022

  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 placed an order for a 6 month supply with this company. I was charged for the full 6 months (>$400) and received only a 1 month supply with my order status as "completed". I have been trying ot get a hold of the company via phone, text and email for the past 4 days to no avail. At this point I have been charged for a product I have not received. I am filing here in case the company responds before I report fraud to my credit card company. Thank you

  Customer Answer

  Date: 10/12/2022

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

• Initial Complaint

  Date:10/11/2022

  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 received a supplement but decided it wasnt for me. I did not open the product. I emailed to find out how to return it. That took a long time to hear back but I was emailed a return label. I returned the product and my tracking shows it was received on 9/19/22 by Nutrafol but yet here we are, 10/9 and I still did not receive my refund!

  Customer Answer

  Date: 10/12/2022

  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 said they will issue the refund. 
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:10/11/2022

  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.

  I have cancelled my recurring subscription. I received a 3 bottle order in mid-September and immediately emailed the company for a return authorization for the unopened package, per the instructions on the companys website . It has been two weeks and I have had no response whatsoever. I want to return this order for a full refund, as promised on the company website.

  Business Response

  Date: 10/11/2022

  Hi BBB, 

  Due to an unexpected increase in email and call volume, our Customer Experience Team has been delayed in their normally prompt response time. 

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

   

  -The Nutrafol Team 

  Customer Answer

  Date: 10/12/2022

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

• Initial Complaint

  Date:10/06/2022

  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.

  I placed an order on August 26, 2022 for 2 bottles of Women's Balance and 1 bottle of hair serum. When my package arrived, I had only received 1 bottle of the Women's Balance (order confirmation number *********). I have reached out several times via email to customer support as well as called several times and I have yet to hear back from the company and my credit card has already been charged. I am trying to either get a refund for the partial order not received or have the company fulfill the remaining part of my order, but I'm unable to do so because no one is available at their company to take a call (i.e. customer support) or my emails to customer service continue to go unanswered.

  Business Response

  Date: 10/06/2022

  Hi BBB, 

  Due to an unusually high call/email volume, our Customer Experience Team has been working through some delays. 

  An agent has reached out to this customer to rectify this issue. We have also notified out fulfillment center and opened an investigation. 

  -The Nutrafol Team 

• Initial Complaint

  Date:10/06/2022

  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 have a subscription with Nutrafol for Men. Several weeks ago, I received an open bottle/unsealed. I immediately contacted Nutrafol customer service via email about the situation (and enclosed pictures of the open bottle) i.e. cannot consume due to potential safety issues. No response. I have followed up twice via email. Again, no response. ************* puts you on hold forever, and then terminates the call. *** I asked/am asking for is to rush-ship a replacement bottle (properly sealed).

  Business Response

  Date: 10/06/2022

  Hi BBB, 

  Due to an unprecedented increase in call/email volume our Customer Experience Team has been delayed in their response time. We can see that one of our Customer Experience Agents has reached out to this customer to provide a replacement and offer additional support. 

  -The Nutrafol Team 

  Customer Answer

  Date: 10/11/2022

  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:10/05/2022

  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.

  This business claims to have a refund policy if the customer is not satisfied with the product. The product gave me severe stomach issues and I did not wish to purchase another shipment, but I was sent and charged for an auto-ship that I did not sign up for. I have attempted to reach out through email three times in the last 2 months for a refund and have received no response.

  Business Response

  Date: 10/06/2022

  Hi BBB, 

  Our Customer Experience Team has been experiencing some delays due to an increase in call/email volume. 

  One of our team members has reach out to this customer with a solution, has sent a return label and offered a refund.

  -The Nutrafol Team

  Customer Answer

  Date: 10/10/2022

  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:10/05/2022

  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.

  This Product works! It is expensive but it is worth every *****. BUT their customer service is an automated mess! They sent me an email saying my order shipped on 9/26. They also took my automatic payment. It is October 5 and it still hasnt arrived. Also my tracking number hasnt had any activity. They dont answer calls or chats. Just the same dumb recording & automated fake ************ replies!

  Business Response

  Date: 10/06/2022

  Hi BBB, 

  Due to an unprecedented increase in call/email volume, our customer experience team has been experiencing a bit of a delay in their usually prompt response time. 

  One of our CX agents has reached out to this customer to provide further insight on the estimated delivery time for their order. It looks as though there was a delay with shipping. 

  -The Nutrafol Team 

   

   

  Customer Answer

  Date: 10/12/2022

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

• Initial Complaint

  Date:10/05/2022

  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 purchased Nutrafol on Sept 18, 2022, from a company called Nutraceutical Wellness **** There is no address for them on the Nutrafol.com website. I called, and the recorded message said there is no one to answer my call, and it hung up. I have emailed them twice, and have never received an email reply. I spent over $200 for three bottles. Two weeks after the purchase, I received one bottle. Since there is no way to talk to a representative at the company, I have no idea if I will receive the other two bottles. Their email address is *********************************** and their phone number is ************.

  Business Response

  Date: 10/06/2022

  Hi BBB, 

  We can see that our Customer Experience Manager has reached out this customer to apologize for the delay and send a replacement for the missing items. 

  -The Nutrafol Team