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: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. 

• Initial Complaint

  Date:08/26/2024

  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.

  In short, it has been ****************************************** full. To date, I have one third of what was purchased and payed for.Ordered 6 months worth of product on August 12th and card was charged in full. Two days after order, product was shipped but I only received 2 months of product. Notified company and was given the below response.********************************* (Nutrafol)Aug 18, 2024, 7:54AM EDT Thank you for reaching out. Were happy to help with your inquiry. I'm sorry to hear about this! You definitely should have received the product you ordered, and we've reported this issue to our fulfillment center for them to investigate. We've also made a replacement order for the correct item that should arrive in 4-6 business days.**********************5 days later, the tracking number still showed as "awaiting shipment" so I again contacted the company since I should have the remaining product in hand at this point.******************Pre-Shipment Shipping Label Created, **** Awaiting Item *******, ** ***** August 18, 2024, 10:02 am ********************* again apologized and said she resubmitted the order with 2 day shipping. Two days later, the order still shows as "processing"I don't know if they are short of product or what's going on but at this point I want a refund of what I paid and I am happy to return what I received (it is unopened) and cancel my subscription as I no longer trust this company.

  Customer Answer

  Date: 08/29/2024

  Better Business Bureau:
  
  Never heard directly from the company; however, shortly after the BBB complaint was filed, the shipping label that had been sitting for over a week was attached to a box and it was shipped out that day.  I now have all the product paid for and, in reference to complaint ID ********, find that this resolution is satisfactory to me and the matter has been resolved. Thank you.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/14/2024

  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.

  8/14/24 Tried curious times to contact the company and no one ever responds by email or phone. I have been on hold for long periods and have had to change up. This has been happening for years and the company never shows any response. I had a billing issue.

  Customer Answer

  Date: 08/14/2024

  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:08/08/2024

  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.

  I want my Nutrafol Order Subscription for Renewing on 8/27, 24, CANCELLED ! Tried this once and did not like it. I see they are going to attempt to send me a subscription, WHICH I DO NOT WANT. Please let me know if another Complaintent has had any luck on getting rid of these people and cancelling an order they will charge me for and I DONT WANT.TO WHO IT IS CONCERNED,THANK YOU

  Business Response

  Date: 08/08/2024

  On July 28th, 2024 this user started a new subscription by taking advantage of an offer which included deluxe samples with the purchase of a new subscription. Users are able to log into their account at any time to manage or cancel their subscription. We have reached out to this user via email to confirm that we have canceled their subscription today, August 8th, 2024. We would encourage this user to reach out to us at ********************************** next time they need assistance. 

  Customer Answer

  Date: 08/09/2024

  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:07/23/2024

  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.

  Had an allergic reaction to their overpriced concoction. I was promised $200 refund in April. I was asked to sign a waiver saying they were held harmless to medical side effects of Nutrafol products. It's almost August no refund.

  Business Response

  Date: 07/29/2024

  At Nutrafol, customer service is extremely important to us. We appreciate this customer's patience as we have been working internally to make this solution work for them, given that this purchase was made through an authorized third-party partner. We have confirmation that this customer's refund was processed on July 23rd and we have followed up with them directly to verify proof of reimbursement. 

• Initial Complaint

  Date:07/15/2024

  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.

  I'm really concerned about how long it is taking me to recieve my package. I placed this order on June 30th. I have placed orders with Nutrafol before but it has never taken this long. If my products take this long to send then monthly membership is not going to work or be efficient. Currently the tracking number shows it departed the shipping partner on the 10th of July but there is no other information as to whether **** has the item. The shipping partner held onto it for an inordinate amount of time. I paid $829.00 for this order and it has been over two weeks and I still don't have it. Please advise.Respectfully,Nashata ****************** Order Number:*********

  Business Response

  Date: 07/19/2024

  Hi BBB,

  We're sorry to hear of this customer's experience with their order. According to our records, this order was delivered July 13.

  Most Nutrafol orders take 1-2 business days to be shipped after the order is placed, and are usually delivered around 3-7 business days after being shipped.

  Best regards,

  Customer Answer

  Date: 07/29/2024

  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,
  
  ***************************