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:05/20/2024

  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.

  On May 12 (Sunday), Nutraceutical sent an email informing us that the next shipment was being sent. I tried to call Nutracel, but the business was closed. I sent an email on both their site and with PayPal informing them I had submitted a request to cancel the subscription and that this shipment should not have been processed. Business replied Monday May 13, stating they could not cancel the order as it had already been processed and shipped and that they do not have in their records my request to cancel the subscription. I tried to work with the business to amicably cancel this order, but they repeatedly stated the items had shipped and that I would have to wait to get the product and proceed without opening or damaging the box it was shipped in and to send it back and after review of contents they will initiate a refund. The main point is that they stated on Monday, May 13, that the product had shipped. I was informed Friday, May 17, that the shipping label was created and the product was en route. Why the lie that it had already shipped Monday, May 13th, if the label was just created May 17? That leaves ample time to stop the order from shipment almost 5 full business days! This could have easily been canceled and money refunded without the forced hassle of waiting for the product and me having to go back to **** to return it. Never have I experienced this kind of unnecessary stalling from a so-called legitimate business. I expect a sincere apology and my money refunded as soon as possible.

  Business Response

  Date: 05/23/2024

  Hi BBB,
  

  The customer successfully canceled their subscription, we are happy to provide a refund for this purchase as a courtesy. There is currently an active PayPal dispute against the transaction which needs to be closed in order for us to proceed with a refund. Once that dispute is closed/resolved we will be able to move forward. 

   

  Thanks.

• Initial Complaint

  Date:05/09/2024

  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 Nutrafol on 5/3/24 from Amazon Storefront. Received product on 5/3/24. Took 1st dose as recommended on 5/4/24 with food. Immediately suffered severe stomach cramps associated with this product.

  Business Response

  Date: 05/21/2024

  Hi BBB,

  We appreciate the customer sharing their experience and have reached out for more information.

  For help with a refund of an Amazon order, the customer should reach out directly to Amazon Customer Service.

  Best regards,

• Initial Complaint

  Date:05/08/2024

  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 been trying to reach out to nutrafol customer chat, over and even texts. I spoke with someone May 8th and she put me on hold for almost 10 minutes. I explained to her that the nutrafol subscription was been cancelled and the money still came out my account. I am requesting a refund due i cannot take vitamins causing headaches and stomach pains. I asked to fully refund and they continue to say a manager is going to reach out they never reach out

  Business Response

  Date: 05/08/2024

  Hi BBB,
  
  This customer's subscription has been canceled and their orders refunded. 

  Thanks

  Customer Answer

  Date: 05/10/2024

  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:05/06/2024

  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've been a subscriber of Nutrafol since February. Although I've been skeptical of the technology, I really wanted to stick out the first 6 months and the results. Unfortunately, I never received my 4th month's supply. I was nervous when I wanted to contact customer service about something and noted all of the previous complaints about them not answering. Although I had more luck when I reached out to them on Instagram, I was met with the same perfunctory responses as I was when I reached out on their website. According to the tracking number provided by Nutrafol, the product shipped on 4/26/24 and sat at the sorting facility for nearly 2 weeks. As of 5/6/24, the shipment has still not moved, and I have still not received my shipment. It is currently still showing as sitting in the sorting facility, with no updates. When I check my account on **********************, it says the order has been completed. Since I know I won't be able to talk to an actual human if I reach out to any of their provided customer service numbers, I am forced to go straight to filing a complaint here to attempt to recover my $78. Even if I continue to use the product, I won't be purchasing it through nutrafol.com as I no longer trust their services and they clearly do not value their subscribing customers.

  Business Response

  Date: 05/06/2024

  Hi BBB, 

  The customer's package was lost in transit. We processed a replacement for them with expedited shipping as well as provided a discount if they choose to reactivate their subscription. 

  Thank you. 

• Initial Complaint

  Date:05/03/2024

  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.

  On April 19, 2024, I called Nutrafol and cancelled an order they charged to my credit card in the amount of $310.00. I was told my order was cancelled, and that I would receive a refund in 4 to 5 days. I haven't received a refund and I am concerned because when I try to reach the company, I am unable to reach them by phone, chat or email. The only calls taken are for those people placing orders.

  Business Response

  Date: 05/06/2024

  Hi BBB,
  

  This customer's transaction was voided in our system, so the pending transaction would fall off the statement rather than see a refund. WE have let the customer know of this, they should be all set. 

   

  Thank you. 

• Initial Complaint

  Date:04/22/2024

  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 purchased this product as I was having thinning hair on my temple. Within four months of using this product, it weighed my hair down so much that it pulled out at the roots and started falling out 8 saw my hair stylist two weeks ago and she couldnt believe the condition my hair was in. I said my hair had started to fall out all over and she said she could believe it - whatever I had switched to had coated my hair so terribly it was too heavy and pulling out at the root. Ive always had nice long thick hair and I had to cut half my hair off to reduce the damage. Ive tried to reach out to Nutrafol but they first directed me to Sephora being thats where I purchased the product, but Sephora wouldnt give me a refund because it had been too long. At this point all Im looking for is my money completely refunded as I need to throw the products away. Id be happy to share the lot numbers if its helpful for them from a documentation perspective.

  Business Response

  Date: 05/03/2024

  We've reached out to ******* for more information on her report and are working between internal teams to get her a resolution since this order was not placed through Nutrafol.com. We're reaching out today to provide a final resolution for her. 

  Customer Answer

  Date: 06/03/2024

  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:
  

  
  

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

   

  Hello, my apologies for the delay in responding on this. I was out of the country. This has not yet been resolved. I’m still waiting for a refund and payment from nutrafol and have not received it.

   

  Please excuse typos and brief responses as I’m responding on the go.

   

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

  
  

   

  
  

   

  
  

   

  
  

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

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

  Business Response

  Date: 06/03/2024

  Hi BBB, 
  
  This customer was refunded in full on May 31st, 2024. 
  
  Thank you. 

• Initial Complaint

  Date:12/05/2023

  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 cancelled a three month subscription with this company on June 13, 2023. Today, December 3, *********************************************************************************** a three (3) month supply. I emailed as well as called customer service and received a message to call during normal business hours. Then I received an email stating the supplements were shipped. I truly believed they did this on Sunday when they know that a customer cannot speak and therefore cancel. This is fraud and attached I had to log into their website and notice that "they" reactivated a new subscription without my consent and I have attached a screenshot which shows I cancelled the subscription on June 13, 2023. I cancelled it because the supplements make me ill. This is a scam!!!!

  Business Response

  Date: 12/15/2023

  Hi BBB, 
  
  This customer had an additional subscription that was not canceled prior to its billing date. We have received the return for the package, however the customer submitted a chargeback against the order so we are awaiting resolution from that. At this time she was provided provisional credit, in the case that the chargeback is lost by the customer a full refund can be provided to them through our systems. 
  
  Thanks

• Initial Complaint

  Date:11/13/2023

  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 only purchase a one time order. 1 bottle and they signed me up for recurring monthly charges without my consent.

  Business Response

  Date: 11/28/2023

  Hi BBB,
  
  We have canceled this customer's subscription and refunded their most recent order. We have reached out separately to this customer via email to confirm this information.
  
  Thank you

• Initial Complaint

  Date:09/26/2023

  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 was charged $459.77 for product subscription, which was cancelled. I spoke with customer service and eventually got a return label. Ive returned the product and Nutrafol sent an email noting a refund of $153.26 is being processed. The is far less than the charge of $459.77. Ive called, emailed, and texted but cannot get a live person or any response.

  Business Response

  Date: 10/04/2023

  Hi BBB, 

  This customer has been refunded. 

  Thank you.

  Customer Answer

  Date: 10/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the correct refund amount has been granted. Its sad that I made 10 attempts to resolve by contacting the company to no avail. I appreciate the Better Business Bureau petitioning the business on my behalf. Thank you. 
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:09/18/2023

  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 have asked Nutrafol to stop charging my credit card (stop monthly auto-pay) and sending the product to me on a monthly basis; however, they continue to send the product and charging my credit card.

  Business Response

  Date: 09/18/2023

  Hi ****** -

  Looking into your situation, tt looks like you had two subscriptions at one point, and following our correspondence with you back in July, one of those subscriptions was left open in error (though the other was canceled during that conversation).

  This is what resulted in two concurrent ******** (one in August, and one in September). We've refunded both those orders in full; you should see two increments of $79 issued back to your card ending within 3-5 business days. There are no longer any active subscriptions tied to your account, and there will be no further ******** at this point.