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:08/01/2022

  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 have been trying to exchange a product (3 month supply of Womens Hair Vitamins). The company has not responded to assist me in the exchange. The initial emal was sent to their customer service department over one month ago.

  Business Response

  Date: 08/01/2022

  Hi BBB, 

  We see that this customer had initially reached out to us on July 18, 2022. Our Customer Experience manager has reached out to her this afternoon.

  The customer was offered an exchange for the order purchased on July 10.

  -The Nutrafol Team 

• Initial Complaint

  Date:07/29/2022

  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 started a subscription with Nutrafol hair supplements. I have gotten 3 shipments now. Since taking these I have felt ill. I have requested a return on my last shipment ( order # *********) 3 separate times ****, ****, and 7/27. The company has ignored each request. I need them to provide me with return info on this unopened shipment before my 30 day window closes on 7/31, note this is the return policy " If you are not 100% satisfied with your purchase, you can return the product and get a full refund or exchange up to 30 days from the date of purchase. Any product you return must be in the same condition you received it and in the original packaging. To request a return, please contact us at: ************************************** 26, 2021 "I feel like they are delaying answering so I am out of the return window. I just want this last order # ********* for $98 refunded

  Business Response

  Date: 07/29/2022

  Hi BBB,

  We see that this customer had reached out on July 21. We apologize on behalf of our CX team, due to an unprecedented high call/email volume, they have been faced with delays in their usual prompt response time.  Our customer experience manager has just refunded the order and will reply to her email today.

   

  -The Nutrafol Team 

  Customer Answer

  Date: 08/01/2022

  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:07/27/2022

  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 was on a subscription for Balance vitamins from Nutrafol. After taking the vitamins for a short period of time, I realized I was having an allergic reaction. I immediately cancelled my subscription and contacted their customer service email to return an unopened box of vitamins that I had recently received. Their policy is you can return within 30 days of purchase for a full refund. I filled out a customer service issue on their website and received an email saying they would contact me in 2-4 business days. I did not hear back from them. I sent another email on 7/20/22 and received the same response. I still have not heard back from them. I tried calling their customer service phone number and like the other complaints the system hangs up on you. I sent another email today, 7/26/22. 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. I believe they are waiting until I'm past my 30 days, so they do not have to return my money.

  Business Response

  Date: 07/27/2022

  Hi BBB,

  
  Due to an unprecedented call/email volume, our CX team has been experiencing some delays in their normally prompt responses. 

  Our director our Customer Experience has reached out to this customer to confirm that the subscription has been cancelled. Her order has also been completely refunded. 

  -The Nutrafol Team 

   

• Initial Complaint

  Date:07/20/2022

  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 purchased a 3 month supply of the womens supplement from Nutrafol. When my order arrived it was only one bottle without the additional refill packets. I have reached out to customer service via email and phone without any response and from their social media it appears many people are facing issues with being charged without products being delivered.

  Business Response

  Date: 07/20/2022

  Hi BBB, 

  Our Customer Experience team has been experiencing an extraordinarily higher call/email volume than usual. Our CX Director has reached out to this customer and will expedite the correct product.

  -The Nutrafol Team 

  Customer Answer

  Date: 07/22/2022

  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:07/18/2022

  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 was charged $541.80 on July 9th for an order I did not place or authorize. I have attempted to contact the company multiple times via phone and email to ensure this order is cancelled and a refund is issued. I have filed a complaint with PayPal.

  Business Response

  Date: 07/18/2022

  Hi BBB,

  An email was received on Friday July 15, 2022. Unfortunately, due to an unprecedent increase in email and call volume our Customer Experience Team has been experiencing a little bit of a delay.

  According to our files, on April 10, 2022, the customer purchased ********************** for Women + Stress Adaptogen 3 Pack Subscription for $301.00, along with Nutrafol Women's Balance 3 pack Subscription for $240.80. The subscriptions purchased by the customer renewed together in a single order on July 9, and that order was marked as delivered on July 14. The subscriptions will renew on October 7, 2022. 

  By default, our subscriptions are set up to be billed every 30 days since each bottle contains a 30 day supply. However, because these orders are a 90 day supply, the subscriptions will renew every 90 days. We want to help our customers stay consistent on their journey to hair wellnessour clinical study shows the best results come from taking Nutrafol for at least 6 months.
  

  All subscriptions can be canceled or modified through the customers' accounts on our website. Single bottle, one time orders are also always available in the drop-down menu on the product pages. 

  -The Nutrafol Team 

   

  Customer Answer

  Date: 07/18/2022

  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]

   The original purchase was never intended to be a subscription purchase and certainly not clearly indicated as such.  You should immediately cancel this ongoing subscription status in you system as no future purchase is intended or approved. My situation is apparently not unique based on further research. Secondly, I expect a refund of the unauthorized deduction from my account. If this refund is not processed this week I will pursue action with the *** (multi state jurisdiction) and states attorney general.

  My preference was to handle this via *****************.  Either by design or issue, ***************** disconnects calls and e-mails are ignored.  

  Sincerely,

  ******  

   

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

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

  Business Response

  Date: 07/18/2022

  Hi BBB
  Our Customer Experience Manager has reached out to this customer with regards to the subscription purchases. Each purchased subscription has been cancelled and our Customer Experience Manager has offered to set up a return of these orders for a full refund along with a prepaid return label. The order would be refunded as soon as the return is received and processed back at our warehouse.
  
  As you can see by the provided images, we have a number of purchasing options. The text associated with the products purchased by the customer states  "A ******* supply delivered every 3 months"

  -The Nutrafol Team 

• Initial Complaint

  Date:07/11/2022

  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.

  Started a 3 month subscription with Nutrafol. Cancelled my subscription before the end of the 3 months so that it didnt renew for another 3 months. And even after cancelling, im still being charged and being sent product. Ive emailed them to no avail, and have attempted to call them numerous times and every time I press 1 to speak to a representative the line goes silent for a few seconds and hangs up. Every single time. After reading the other complaints on here involving Nutrafol, everyone seems to have the same issue. They cancel their subscription and Nutrafol continues charging them and sending them product. And every response is a new excuse as to why it happened, deflecting the blame on everyone/everything but themselves. This is honestly just one big scam. The customer service is non-existent, the company and its representatives dishonest and disingenuous, and the whole gig is just flat out shady. Ive already been in contact with my credit card company in regards to filing a dispute/chargeback, and was told to reach out to the merchant (i.e. Nutrafol) before they proceed. And obviously that hasnt been successful. The fact that everyone seems to have the same complaint, in addition to their contact number automatically hanging up each time you get far enough into the press X number for Y automated messaging system to request to speak to an actual human representative with Nutrafol, and finally, their responses to all of these complaints always resulting in some new excuse/reasoning why these peoples subscriptions werent cancelled after they explicitly made sure to cancel it before the renewal date, and instead, Nutrafol continues to charge them and send them product and completely disregard the fact that these customers have cancelled their subscription with them, should tell you everything you need to know about them.

  Business Response

  Date: 07/11/2022

  Hi BBB, 

  While we can understand this customer's frustration, the only correspondence that we were able to find in our platform was received July 8, 2022 @ 9:50PM EST.

  Our Director of **************** was able to respond to this email today, July 11, 2022 at 1:18PM EST, in less that 24 business hours (see attached pdf)

  For anyone who would like to purchase one bottle at a time, they are always to choose that option in the drop-down menu on our website or from our product pages on Amazon. 

  However, if any customer wishes to purchase a monthly subscription, cancelation is always possible before the most recent renewal in the individual customer's ********************** account on our website. 

  -The Nutrafol Team 

• Initial Complaint

  Date:06/22/2022

  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 have a recurring vitamin subscription with Nutrafol. There is no way to cancel it. When I try to follow the steps, it says it will send me an email. However, I never receive said email and am unable to log in and cancel without it. Product also doesnt seem to do anything and seems like an outright scam. I am getting plenty of marketing emailsthey send those just fine. I have tried to cancel multiple times and even reached out to customer care to no avail.

  Business Response

  Date: 06/22/2022

  Hi BBB, 

  According to our Customer Experience Team, the customer had reached out on May 4, 2022, requesting to adjust their renewal date. Our customer experience team member was able to reply promptly with a solution to her question. (Please see attached correspondence.) 

  Our **************** Director has followed up with the customer today to provide further instructions. 

  -The Nutrafol Team 

• Initial Complaint

  Date:06/14/2022

  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.

  Vendor did uphold their commitment to ensure that a subscription was filled and delivered in a timely manner. They have not been available for OVER a week to handle customer service issues after repeated efforts to contact them. They are understaffed and absolutely incapable of managing a subscription-based service/product.

  Business Response

  Date: 06/15/2022

  Hi BBB, 

  According to our CX team, they had spoken with this customer minutes prior to sending this follow up email at 3:03 EST Tuesday June 15, 2022.

  This situation was successfully rectified, as you can see by the attached email correspondence. In these unprecedented times, we are always looking to grow and appreciate any feedback. 

  If you have any further questions, please feel free to contact us. 

  -The Nutrafol Team 

• Initial Complaint

  Date:05/31/2022

  Type:Order 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 made a 1 time purchase from the company and they set it up a subscription that will come monthly. I never set it up as a subscription and feel this company is dishonest and are fraudulent. I was told to send back the item and they will refund my account. I did send back the item so I'm hoping that they refund my money.

  Business Response

  Date: 05/31/2022

  Hi BBB, 

  As you can from the image provided by our customer, we offer various purchasing options that include monthly subscriptions and one-time orders. 

  We see that our customer service agent ****** responded to the customer on Friday, May 27, 2022. The customer did not make a purchase from this drop down menu. On 4/22/22, a monthly subscription for Nutrafol Women's Balance + Stress Adaptogen was purchased by this customer after taking the ********************** Hair ********************** Evaluation. All of our subscriptions are set up to renew every 30 days. Since our clinical studies showed that best results are achieved after using Nutrafol for 6 months consistently, we want to help our customers to attain success by offering a monthly subscription program. 

  Our **************** Director has reached out to this customer directly to rectify this situation. 

   

  -The Nutrafol Team