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:08/14/2023

  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 am on an auto delivery subscription with this company. My next ship date is December 2023, yet the company shipped this item, at $224 today, August 14, 2023. Tried calling them, however, I am still on hold at 32:43 minutes and no had has picked up the phone to talk to me. I am getting tired of being on hold.This is not the first time, this company has shipped earlier than my subscription allowed. I let it go the first time, but not this time.Their business practice is shady at best. They don't follow their own rules. Why did they ship this in August when it was due to ship in December!?

  Customer Answer

  Date: 08/14/2023

  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:07/25/2023

  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 returned my unopened products (within 30 days) and was told I would receive a full refund of $98. It has been a month and I still have not received my refund- despite them receiving my returned and unopened products. I have tried contacting this company multiple times and each time I get a response from ********** saying they are very busy and will get back to me when they can. I would like my refund as I followed every part of their return policy.

  Business Response

  Date: 07/31/2023

  Hi BBB, 

  This customer has been refunded for their returned order. 
  

  Thanks

  Customer Answer

  Date: 08/01/2023

  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:07/20/2023

  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.

  My card was charged 6/24. Merchandise has not arrived yet. When I track the package it says delivery expected 7/3. I have used the chat option to contact them, I have emailed twice. Only received the same boilerplate response, twice. When I tried to call, the number on the website was not in service. I have been trying to get a response for 10 days.All I want is my product, shipped express at their expense, because I am out of product. I have been using the product for 16 months and have never had a problem before. But this lack of customer service is cemetery unacceptable.

  Business Response

  Date: 07/31/2023

  Hi bbb, 

  This customer has been sent a reshipment and partial refund on missing order. 

  thanks

• Initial Complaint

  Date:07/20/2023

  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 want to cancel delivery of their product. Website does not allow this and customer service is automated and refers back to the website. Just cancel all future orders

  Business Response

  Date: 07/31/2023

  Hi BBB,

  This customer's subscription has been canceled per request. 

  Thanks

• Initial Complaint

  Date:07/12/2023

  Type:Sales and Advertising 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.

  Transaction date: June 29 2023 Amount paid: $224 I had this product on auto renewal and forgot about it. I received an email on June 29 that the purchase had been completed. I immediately tried to cancel on the website with zero luck. I reached out to their customer service requesting the cancelation. I went ahead and canceled the subscription I had. Their customer service kept telling me they say I had canceled the order but the only thing I was able to cancel was the future subscription, not the order itself. I exchanged emails with 3 different people and zero help. I had to go back to their chat and start the process to request a refund and to return then product I did not want, in a box I never opened. You can never talk to a human, and since Monday morning when I filled out heir return form I have not heard back from anyone. I would like to be able to return the product and received a full refund. I tried several times to reach out to them since Friday and no help at all from them, just their automated messages.

  Customer Answer

  Date: 07/17/2023

  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:07/12/2023

  Type:Customer Service 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.

  Nutrafol makes it impossible to cancel your subscription. There is no live number to call and they advertise live chat, but turns out it is a bot that states they will email you back as soon as they can. I cannot access my account to cancel my subscription, something I think they did intentionally. The cell phone number reset code never sends and customer service never responded back to my chat/email request. I had to end up contacting my bank who is going to block future transactions. As I visit their ******** and Instagram page, the complaints about the same issue are endless. Please warn others and stay away from this company!

  Business Response

  Date: 07/13/2023

  Hi BBB, 

  This customer has been assisted and their subscription has been canceled. 

  Thanks.

• Initial Complaint

  Date:07/10/2023

  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.

  After months of emails- they are very bad at getting back to customers. They sent me an order that I didn't approve, they charged my credit card (from a previous order), I mailed back the unopened box and requested a refund- they refuse! Terrible company!

  Business Response

  Date: 09/18/2023

  We were able to work with **** and our Pro Partner team on a solution. We were able to process a refund, and this was settled on August 15th.

  Customer Answer

  Date: 09/26/2023

  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:07/07/2023

  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 placed an order on the 25th of May, 2023 and have not received my order. Per tracking ********************** the order was delivered June 3rd but I have not received package. I have made numerous attempts to contact Nutrafol customer service via email, phone, and chat and have not heard anything back. I am beyond frustrated that there is no communication. They have charged my card twice and I have not received my order. I would like a refund and for all future orders to be cancelled.

  Business Response

  Date: 07/11/2023

  Hi BBB, 

  This customer has been refunded for the missing order and their subscription has been canceled. 

  Thanks. 

• Initial Complaint

  Date:07/07/2023

  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 believe the company has false advertising and deceptive business practices. I paid for 3 orders for a total of $796.80. The company operates on a subscription basis and states results will not be visible for 3 - 6 months minimum and 9 months for complete results. I took the recommended dosage for 6 months with no results and therefore requested a complete refund. I received a response that it is against company policy to refund if the product is not mailed and returned within 30 days. This is ridiculous as the product requires consumption. There is nothing to return. I feel duped. Plus, why would you want to return a product within 30 days when the company states it takes 3 - 9 months to see results? Here are the charges and invoice numbers for each transaction. It is sad this company takes advantage of women experiencing hair loss. Oct. 11, 2022 - $308.48 Invoice ********* Jan 9, 2023 - $244.16 Invoice ********* April 9, 2023 - $244.16 Invoice ********* Total - $796.80

  Business Response

  Date: 07/11/2023

  Hi BBB, 

  We have reached out to this customer with a refund. 

  Thanks. 

• Initial Complaint

  Date:06/23/2023

  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 placed order #********* on June 2, 2023 and have not received my order. I have tried to communicate multiple times via e-mail, chat, and phone, with no response from the vendor. This is for a men's 3 month supply. Total amount paid is $244.72. I would like a refund to the original form of payment.

  Business Response

  Date: 07/11/2023

  Hi BBB, 

  We have reached out to this customer with a resolution. 

  Thanks.