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:05/04/2025

  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 was a Nutrafol customer for 10 consecutive months, spending approximately $790 on their supplements, which were marketed as a science-backed solution to improve hair growth and health. I followed the program consistently and did not see any improvement in my hair quality over that time.Before canceling my subscription, Nutrafol offered a complimentary Hair Mineral Analysis in exchange for continued loyalty. I submitted two separate hair samples, the second of which involved cutting significant portions of my already fine hair, under the guidance of my ************** first sample was rejected for not meeting lab criteria (despite following the instructions), and the second was rendered unusable due to a technical issue on their end. After weeks of delays, I was left with damaged hair and no analysis results whatsoever.I have since become pregnant and informed the company that I am now unable to use the products they offered as compensation including a three-month subscription and free scalp care products (retail value, not actual cost to them). Despite this, they refuse to issue a more appropriate refund or compensation for the full experience.They have refunded only $237 out of the $790 I paid, which is unacceptable given the complete lack of results, mishandled service, and inability to use the products now offered. I also have written records of all communications showing my efforts to resolve this directly.I am requesting a refund of at least 50% of my total subscription cost ($395) to fairly reflect the circumstances and outcome of this experience.

  Business Response

  Date: 05/08/2025

  Hi BBB, 
  
  We have provided compensation for this customer for their experience. A refund has been initiated as well as additional complementary products have been sent. 
  
  Thanks. 

  Customer Answer

  Date: 05/27/2025

  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:04/30/2025

  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.

  Order #*********My complaint is similar to another.On April 18, 2025, I placed an order for the Nutrafol Womens Vegan Supplement (Order #*********) trusting in the Companys clearly stated return policy that promises a 100% satisfaction guarantee including the ability to return a product for a full refund or exchange within 30 days if not fully satisfied.Unfortunately, after dissatisfaction with the product, I attempted to initiate a return, only to be told that opened or used products are not eligible. This is not a minor technicality its a complete contradiction of the very promise that influenced my purchase decision. A true 100% satisfaction guarantee allows a customer to return a product for any reason. If thats not honored, then the guarantee is essentially meaningless.I am respectfully requesting a refund of $78.00. More importantly, I urge the Company to revise its return policy language to accurately reflect its actual practices. Continuing to advertise a 100% satisfaction guarantee while denying returns on used product is, misleading and potentially deceptive.Thank you for your attention to this matter. I hope to see it resolved fairly

  Customer Answer

  Date: 04/30/2025

  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:04/14/2025

  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.

  This company feels predatory and like it does not care about the customer, my money is essentially being held hostage as I can't get ahold of anyone to refund the wrong product I received. I called multiple times, emailed, chatted, etc.. and cannot get ahold of anyone to conduct a return. If Nutrafol 100% backs their product as they say on the website, then they should allow customers to automatically conduct returns and not have to wait to be contacted by a customer service agent. It is IMPOSSIBLE to get ahold of anyone, and I have no way of getting my money back.On Friday 4/11/25 I attempted to process a return on the website and received an automated email asking why I wanted to return the item. I have tried contacting Nutrafol multiple times since then and cannot get ahold of anyone. At this point I want a refund and to cancel my subscription, and will not long be doing business with Nutrafol.

  Business Response

  Date: 04/28/2025

  Hi BBB, 
  
  This customer acknowledged they purchased the wrong product. When they went through our returns portal they initially requested an exchange for the product they meant to purchase. Due to them reaching out on a Friday afternoon, we were not able to respond to their request until we were back in office on Monday, where we promptly addressed her request. At this time we have provided return instructions for the customer and provided a refund due to their mistake. 
  
  Thanks. 

• Initial Complaint

  Date:04/14/2025

  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.

  On April 12, 2025, I was double charged twice by Nutrafol within the span of one hour. Each charge was for $84.33, totaling $168.66 in unauthorized or duplicate transactions.Since then, I have made multiple unsuccessful attempts to contact Nutrafols customer service via their live chat, phone support, and numerous emails. Despite these efforts, I have yet to speak with a representative or receive any kind of *********** addition to the billing issue, I would also like to cancel the upcoming April order. However, due to the complete lack of communication, I have been unable to process this cancellation.This situation has been extremely frustrating and unprofessional, particularly from a company that operates on a subscription model. I am requesting immediate action to address this matter.Desired Resolution:- A full refund of the duplicate charges totaling $168.66 - Cancellation of the April order and assurance that no further charges will be made - Written confirmation that this issue has been resolved

  Customer Answer

  Date: 04/15/2025

  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:04/10/2025

  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 subscribed to nutrafols monthly hair supplement subscription on March 24th. I was charged yet have yet to receive the product. The tracking number provided in the confirmation email indicates the package is lost in transit. I have attempted to contact nutrafols customer service via phone, email, text, and ******* and havent received any assistance other than they provided me with the shipping number I already have. The phone number provided on their website is an automated system and after following all the prompts, the line disconnects. Im contemplating reporting this as a fraudulent charge with my credit card company. Would NEVER recommend this company to anyone I know and Im incredibly disappointed as I was looking forward to trying the product.

  Business Response

  Date: 04/24/2025

  Hi BBB, 
  
  This customer's order was delayed via the postal courier. It has since been delivered and we have applied a discount for her going forward. 
  
  Thanks.

• Initial Complaint

  Date:02/06/2025

  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 am writing to file a complaint regarding the Nutrafol supplement I purchased in November 2024. I bought a 3-month supply of the product, hoping it would provide a "natural" alternative to other hair supplements, as advertised in their marketing.However, after taking Nutrafol for approximately 6-7 weeks, I began experiencing severe heart palpitations. Concerned about my health, I consulted a cardiologist, who ran several tests, including an EKG and a ****** monitor. The results revealed an irregular heartbeat (arrhythmia), which was not present in my baseline tests prior to using the product. After reviewing the ingredients in Nutrafol, my cardiologist concluded that the supplement may have been the cause of this ************ a result, I was prescribed ********, a beta blocker typically used after a heart attack, to manage the arrhythmia caused by Nutrafol. I am deeply concerned about the potential dangers of this product and feel that consumers should be made aware of the risks associated with taking it.I hope that by sharing my experience, others can avoid the pain and health issues I have encountered with Nutrafol.

  Business Response

  Date: 02/11/2025

  Hi BBB, 

  This customer's subscription has been canceled and his last order was refunded in full. 
  
  Thank you. 

  Customer Answer

  Date: 02/12/2025

  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:01/02/2025

  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 believe Nutrafol has predatory practices that are not customer centric. This product did not work for me unfortunately, I was not notified before the next shipment was to be billed/shipped. **************** told me the order is already placed and I would have to initiate a refund with their new system. My package never came so I have nothing to send back. I raised my concerns to customer service of my package being potentially stuck or loss with the carrier. They were not understanding and kept telling me my package is in "progress/transit" and "loaded onto the vehicle. However, it has been that status with no progression, it even now says it is expected to be delivered the following year (365 days later!) Customer representative continues to provide vague answers and not offer real solutions. At this point, all I'm really looking for is my money back, I am not interested in them reshipping out the order (original order is still lost with the carrier) because the end goal was to return the product since it did not work on me but this order went out without given a notice beforehand it would ship.

  Business Response

  Date: 01/06/2025

  Hi BBB, 
  
  This customer mistakenly signed up for a subscription which we have canceled. Their missing order was refunded in full, they should expect to see those funds back in their account in the next 3-5 business days depending on their financial institution. 
  
  Thank you

  Customer Answer

  Date: 01/07/2025

  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,
  
  ***** L
  
  
  
   
  
  

• Initial Complaint

  Date:12/23/2024

  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 did not sign up for a recurring subscription and got notice that an order is about to placed/processed with no way to cancel it before it comes out of my account. I have tried contacting anyone at the business through online chat, phone, and by texting the company as the automated message states to do to no avail. There is no way to reach anyone in customer service before a payment is completed or an order is processed to a subscription I never signed up for.

  Business Response

  Date: 01/02/2025

  Hi BBB, 

  This customer mistakenly signed up for a monthly subscription. The subscription has since been canceled and a courtesy refund has been issued for the December 20th order. 
  
  Thanks.

• Initial Complaint

  Date:12/19/2024

  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 ordered. Monthly subscription from nutrafol last month. This month they charged me for a 3 month subscription. I have emailed, texted, called and reached out on socials with no success. Im not understanding why customer service is not available. It seems to be a trend with this company.

  Business Response

  Date: 12/23/2024

  On Decemeber 18th this customer reached out to us for support canceling their subscription and we responded to her request within 1 hour. The agent canceled her subscription and helped with a partial refund of her order. Everything was resolved in that interaction.

• Initial Complaint

  Date:11/20/2024

  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 received a damaged order - please refund me. Unbelievable horrible packaging. I contacted customer service and nobody will respond.#*********

  Business Response

  Date: 11/26/2024

  Hi BBB, 
  
  We responded to this customer same day. They have been refunded. 
  
  Thanks.