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:11/12/2024

  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 did a reoccurring 3 month subscription. 11-8-24 the order was being filled and 11-11-24 the order says delivered at 15:11 or 3:11 PM. I have home security cameras and there was never a delivery for today. My cameras pick up cars, people and sounds. There was no delivery for 15:11 or 3:11 PM. Its Veterans day so they did not answer their phone and theres NO TRACKING NUMBER! I have emailed them and find this to be disturbing. I want what I paid for or a refund! I am also adding pictures from Sunday the 10th of a delivery so you can see that we can see when things are delivered.

  Business Response

  Date: 11/20/2024

  Hi BBB, 
  
  This customer was sent a replacement shipment for the one that was lost in transit. 
  

  Thank you. 

  Customer Answer

  Date: 11/21/2024

  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:10/22/2024

  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.

  Oct 14th was charged for recurring subscription which I did not ask for. I asked for the charge to be removed from my credit card by email several times and have not gotten any results. **************** seems to be non existent. Told there were no representatives to speak to by phone. I don't like companies charging for something every month automaticly without permission.

  Business Response

  Date: 10/23/2024

  Hi,

  We're sorry to hear of the difficulty this customer experienced contacting us. We've replied via email to confirm that this customer's subscription has been canceled and their most recent order refunded.

  Best regards

• Initial Complaint

  Date:10/17/2024

  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.

  **************** might be the worst out there. You cannot get a person on the phone. When contacting the company, the recording tells you that they are too busy and to text them, then the call hangs up You have to text or email someone in order to get a resolution. Even when asking for a person to call, they ignore your request.Another inconvenient feature, when you have a six month subscription they just charge you and ship it without any notice. If you are not ready for it, it's irrelevant. No warning, just "you've been charged and it's on the way". No courtesy email. They did offer a solution, through email and text, but it's a major inconvenience to have to go through this to begin with.

  Business Response

  Date: 10/23/2024

  Hi BBB,

  We're sorry to hear of this customer's experience with their subscription and while trying to contact us. We've issued a full refund of their most recent order.

  Best regards,

• Initial Complaint

  Date:10/01/2024

  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 a one-time 90 day supply of Nutrafol hair regrowth supplements. I did not sign up for automatic renewal of this item, however, Nutrafol charged my ****** account for another 90 day supply without my authorization. Again, I did not sign up for automatic renewal of my first and only authorized order. I note that this seems to be a common happening with on-line orders these days. Companies that do this should be fined and stopped from doing this.

  Business Response

  Date: 10/11/2024

  Hi BBB,

  This customer's order has been returned and refunded in full. 

  Thank you. 

  Customer Answer

  Date: 10/23/2024

  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:

  To Whom It May Concern:
   
  Thank you for your prompt investigation and response regarding my complaint against the Nutrafol Company (complaint #********).  This is impressive.  I did not expect a response.
   
  I am writing to explain that in my opinion, Nutrafol only partially resolved my issue.  For the financial component of my complaint, yes, they refunded my money, however they continue to allege that their website makes it clear that when one purchases their item, one is purchasing an ongoing subscription and that I am to blame for the "misunderstanding."  I disagree with this allegation.  
   
  Most certainly, when one checks out on Nutrafol's website a drop-down menu appears that gives one the option of different subscription offers including the option to order a one-time only purchase.  This is the button I chose, however, I was entered into a subscription despite this.  I.e., I was only going to try their product for ninety days, just like they advertise as being the way to determine whether the product was working for you.
   
  Nutrafol states that they make it clear on their site that when one signs up, one is signing up for a subscription unless the option to chose the one-time only shipment is selected.  From my recollection during my product research and purchasing process, that is the only time it is mentioned on their site that a consumer would become a continuous subscriber, i.e., during checkout.  I do not consider this to be "making it clear" but from what I experienced, actually, it makes no difference whether it is made clear or not.  This is because what they don't mention is that when one agrees to their "terms of agreement", which is required before one can make a purchase, there is language in those terms allowing them to register the purchaser as agreeing to become an ongoing customer, despite which button the consumer checked on Nutrafol's checkout page.  
   
  My research on the subject of businesses automatically signing customers up for ongoing purchases led me to find that two states so far have implemented laws against this practice, one of which is California where I reside.  It is my understanding that California has named this practice "negative option."  Excellent term, as in reality one does not have an option other than to agree to ongoing shipments.  Stated differently, apparently Nutrafol's "terms of agreement" page's language supersedes the language on their checkout page.  It is this fact that is the cause of my continued disappointment with the "resolution" of this complaint.  Specifically, I feel that Nutrafol should adopt the practices of other companies such as Match.com.  Match.com makes it clear that if one does not cancel prior to the end of one's purchased time, the customer will be charged for another term of membership.  This statement is literally on almost every page of Match.com's website.  Any person who would claim to not have been aware of their rule would be not telling the truth.  Additionally, Match.com's terms of agreement language does not supersede one's desire to discontinue one's membership. 
   
  In light of the above, I am financially satisfied because I received a complete refund after returning their unwanted shipment but continue to be not satisfied that Nutrafol apparently sees no issue with their lack of warning about what people are purchasing.  I believe that this is intentional, especially because currently it appears to be the "in thing" among many companies.  In fact, as stated above, apparently this practice is common and rampant enough for two states to have implemented laws against it.  That alone speaks volumes and tells me that my complaint was and continues to be valid.  I made no mistakes when I purchased Nutrafol's product other than trusting them to be a reputable company.  
   
  Thank you again for your investigation and response.  If my belief about Nutrafol is correct, my complaint will not be the last one you receive regarding their "negative option" practice as they seem to believe that they are doing nothing wrong.  Consequently, I feel that my complaint has not been completely resolved and would like this fact to be made clear should the Better Business Bureau decide to reveal it to the public.
   
  Sincerely,
   
  *** ******

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

  Business Response

  Date: 10/23/2024

  We certainly appreciate ******s feedback and have shared it with our teams for internal review. 
  
  Looking a little deeper into this customer's journey with us, we can see that on September 10th, 2024, we sent her an email letting her know that we were including a complimentary gift in her upcoming subscription renewal that processed on September 27th. Contents of this email are attached. 
  
  We understand that this might have been missed in her email inbox, but for easy of lookup the email subject line was "Just for you" with a pre-header of "Enjoy a gift in your subscription renewal box."
  
  We're confirming that the subscription was canceled on September 30th, and refund for this return was issued on October 10th, 2024.
  
  

• Initial Complaint

  Date:09/24/2024

  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.

  On September 14th I placed an order with Nutrafol and still have not received the item, nor any update. In my account, it is marked as 'complete' however, when I track the order it says that it is still in the warehouse. After reading in their FAQ that orders are typically processed, packaged, and sent 1-2 days after placing the order, I realized that something was wrong.I reached out on Saturday, September 21st, and still have not received a response. I attempted to call and text yesterday and today and cannot get in contact with anyone. I was hoping to resolve the issue and try their product, but at this point, I just want my money back after experiencing poor customer service and do not wish to support Nutrafol.

  Customer Answer

  Date: 09/25/2024

  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:09/19/2024

  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 cancelled my subscription with Nutrofol one week after I received my first shipment. I went through the entire cancellation process with the prompts and the reason for cancelling. I was then charged $79 a month later for my subscription, which did not reflect it was cancelled. The product makes me physically ill and I cannot use it. I have spent the day calling and emailing the company but there is absolutely no way to get through to a human.

  Customer Answer

  Date: 09/19/2024

  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:09/09/2024

  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.

  Based upon our dermatologists recommendation I subscribed for Nutrafol supplements on August 29th and have yet to receive the product or even an estimated delivery date. I sent several emails to their customer support only to receive an acknowledgment of receipt . I called the customer support phone and after enduring a series of multiple prompts reached a recorded message informing me that customer service representatives were unavailable and to call another time!

  Customer Answer

  Date: 09/09/2024

  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:09/06/2024

  Type:Billing 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 requested a return code/label for this order numerous times and have not received any response from Nutrafol. I was approved for a full refund by the virtual assistant.

  Business Response

  Date: 09/06/2024

  Hi BBB, 
  
  This customer has been assisted with their requested return label. We responded to their request within 48 hours of receiving their initial outreach. 
  
  Thank you. 

• Initial Complaint

  Date:09/04/2024

  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.

  Purchased a month by month subscription of Nutrafol women pills on 07/28. The order claimed I would receive a free gift of shampoo and conditioner as well. The pills arrived to me 07/31 but the shampoo and conditioner did not arrive. The product ran out in August & a new shipment was scheduled to arrive August 27th. Nutrafol charged my card $85.32 on 08/27 for my monthly subscription &online it said the product arrived to me 08/31. I did not receive the order and was placed on hold for hours without anyone picking up the phone. Ive issued 3 complaints of my order not arriving through their website and still no order or direct response on when Ill be getting the order. Its been almost a week now since Ive taken Nutrafol due to this delay. Based on online reviews not taking the pill for 1 week will stunt the progress. Im writing this review to receive my order or Nutrafol woman pills that I was charged for.

  Business Response

  Date: 09/06/2024

  Hi BBB,
  
  We have processed a reshipment of this customers missing delivery. We strive to assist customers as quickly as possible and assisted this customer within 2 days of their initial outreach which came while our offices were closed for Labor Day. 
  
  Thank you. 

• Initial Complaint

  Date:08/26/2024

  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 have not received the product, Neutrafol. They said it was delivered and I'm trying to get a tracking number. In the meantime, I want a full refund because my product was never delivered to me. They don't answer the phone, they don't answer my text messages or my email, and everything was done through ******* And I am getting very annoyed that I am not getting a response. I need a refund to my account as soon as possible for $231.12.

  Business Response

  Date: 09/06/2024

  Hi BBB,
  
  The customer reached out about an order that was marked as delivered by the post office but not received on August 24th, we responded to them within 48 hours of their initial outreach and the customer confirmed they received the order 2 days after the **** marked it as delivered. 
  
  Thanks.