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Business Profile

Vitamins and Supplements

Nutrafol
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 210 total complaints in the last 3 years.
  • 39 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:10/04/2022

    Type:Product Issues
    Status:
    Answered
    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.
    Last month I signed up for monthly delivery of this medicine $79/month. I was charged the $79 but I was also charged $224 on 9/14/22 for medicine I never received. I have reached out to Nutrafol via chat and phone and no one has returned my messages. I am requesting a refund of $224 for the medicine that was never received. I will be forced to cancel my monthly membership if they are not an honest company. S3************** is the code showing up on my bank statement for this charge.

    Business Response

    Date: 10/04/2022

    Hi BBB,

    We can see that a monthly subscription for Nutrafol Men was purchased on  August 16. This subscription renewed on September 15 and that order should have been delivered on September 22.

    Our Customer Experience Manager has reached out to the customer with the photo of this delivery and provide more clarity with regards to this issue. 

    -The Nutrafol Team 

  • Initial Complaint

    Date:10/03/2022

    Type:Delivery Issues
    Status:
    Resolved
    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 9/23/2022 I was charged $224 for a 3-month supply of vitamins. Because I was not seeing any results after almost 6 months of use, I immediately cancelled my subscription and attempted to contact customer service via chat and email to request/receive a refund. There was no one available via chat, but I received an automated email saying someone would respond within 5-7 days. I tried calling customer service on multiple occasions, as well, and the line pretty much immediately disconnects the caller after saying there arent any agents available. I attempted to contact customer service again on 6/1/2022, and sent a follow up email after no agents were available through chat. This time the automated email said it would be **** days for a response. Finally, I never received a shipping or tracking email from the company, so I didnt think the product had been sent out, but it arrived at my house yesterday regardless. I would like to receive a full refund for the $224 as I do not want the product. I do not have an order number because a confirmation email was never sent, but the *** tracking number is **************************. This is the only piece of identifying information I have to track the shipment. I would appreciate an expeditious resolution of this issue.

    Business Response

    Date: 10/04/2022

    Hi BBB, 

    We can see that on September 23, a renewal order was billed before the subscription was canceled. Our Customer Experience Team Manager has reached to this customer to rectify the situation and offer a refund. 

    -The Nutrafol Team 

    Customer Answer

    Date: 11/04/2022

    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:10/03/2022

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 the supplements on 8/22/22, order #*********. Paid $88.00 I received the package on 8/27/22, tracking #************************** I purchased Nutrafol for Women + Stress Adaptogen. After taking the vitamins for a short period of time, I started experiencing side effects and extreme fatigue. I immediately cancelled my subscription and contacted their customer service on 9/15/22 using the email provided to return the vitamins that I had recently received. The policy states that you can return within 30 days of purchase for a full refund. I received an automatic reply email saying that they would contact my in 5-7 business days. I did not hear back from them after 7 business days, so I sent another email and received the same response. I still have not heard back from them. I tried calling their customer service phone number and the system hangs up on you. I don't expect to get a resolution, but I'd like to return the product and get my money back since they guarantee 100% satisfaction or your money back.

    Business Response

    Date: 10/03/2022

    Hi BBB, 

    Our **************** Manager has reached out directly to the customer to rectify this issue. 

     

    -The Nutrafol Team 

  • Initial Complaint

    Date:09/28/2022

    Type:Product Issues
    Status:
    Resolved
    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 signed up for a prescription with Nutrafol but first two products were wrong. Ive been trying to get in touch with Nutrafol customer service but cannot get in touch w anyone via email and phone during operating hours. They have the worst customer service. I have contacted them multiple of times via phone, email and text but I have not heard back from anyone. I want to return the products and get my money back and end all business with them.

    Customer Answer

    Date: 09/29/2022

    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,

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



     

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