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:06/23/2023

  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 placed an order for a 3 Months supply of Women's Balance supplements on June 7, 2023, order #********* and was charged $224.00. The order status shows shipped, and delivered on June 15, 2023, but I never received it. I have contacted Nutrafol 3 times (using the chat function on the website, which is an automated bot and not a real person) with the only response being an automated email that someone will be in touch. No one has been. And when I call the telephone number that I found online (which was not easy to find) **************, I get a message that no one is staffing the telephone line due to staff being out sick. This is ridiculous for a company that can spend so much money on marketing. I am requesting a full refund and cancellation of my subscription.

  Business Response

  Date: 07/11/2023

  Hi BBB,

  We have connected with this customer and their replacement order was sent out to them. 

   

  Thank you.

• Initial Complaint

  Date:06/21/2023

  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 placed an order with Nutrafol on May 29, 2023 and my card was charged $232.84 that day. I received an email confirmation for the order (dated 5/29/23), and another email on 5/31/23 saying that my order had shipped. Trying to track delivery through their system consistently said (and still says) "No tracking available. Please try again later."To date I have not received my shipment and attempts to contact the company through its chat bot and email are unsuccessful--their system sends an auto-response but there's no follow up. The customer service number automatically disconnected me after saying no one was available to take my call.In addition, my online account notes that my next order will be (auto renewed) on August 27 - so they plan to charge my card again at that time, still with no product being delivered.

  Business Response

  Date: 06/21/2023

  Hi BBB, 
  

  This order has been re-shipped for the customer and a partial refund has been provided for the lost package. 

   

  Thank you. 

  Customer Answer

  Date: 06/26/2023

  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:06/20/2023

  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.

  Nutrafol received 3 orders that I'd returned to their company on June 9th, 2023 for a refund. Although one order has now been refunded, the remaining 2 have not. I've contacted the company numerous times but they refuse to answer, sending me auto-replies that claim they are too busy to care. I'd simply like to have the two products that I returned to them refunded.

  Business Response

  Date: 06/27/2023

  Hi BBB,

  The refunds have been issued for this customer for all returned orders. 

   

  Thanks.

  Customer Answer

  Date: 06/28/2023

  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:06/20/2023

  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.

  Doubled billing, no reply to repeated attempts to contact them

  Customer Answer

  Date: 06/22/2023

  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:06/06/2023

  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.

  I thought I cancelled my account but was being charged with and receiving 2 subscriptions of Nutrafol. have been trying to return them for a refund for months. They're both unopened, in their original condition and I reached out for a refund within 30 days of their date of purchase.The only customer service option is a bot that says they'll follow up with return/ refund instructions but they never follow up (or probably wait until after 30 days). This feels like a racket.Order ********* for $245.28 (transaction date May 17, 2023)Order #********* for $245.28 (transaction date 2/18/23)If you check your records, I've been requesting to return these since I received order #********* in March

• Initial Complaint

  Date:05/31/2023

  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 placed an order (#*********) on April 21, 2023 for the Nutrafol Women's Vegan Supplement. This purchase was solely based on the Company's published return policy which states: If you are not 100% satisfied with your purchase, you can return the product and get a full refund or exchange up to 30 days from the date of purchase. When I tried to return the item for making me ill, the Company stated that they do not take back used product. That is in total contradiction the advertised 100% satisfaction guarantee. A 100% satisfaction guarantee implies the consumer and return the item for any reason. If I cannot take a used product back, what is the guarantee? They cannot have it both ways. I am respectfully requesting a refund of my purchase in the amount of $75.64. Additionally they should remove the 100% satisfaction language from their return policy as it is incredibly misleading bordering on false advertising.

  Business Response

  Date: 06/13/2023

  Hi BBB, 
  We have reached out to this customer and provided a refund for them. 

   

  Thanks! 

  Customer Answer

  Date: 06/16/2023

  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:05/31/2023

  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.

  I will billed $79 for my May subscription and never received product. Would like my money back. I've sent multiple emails and chats with the idiotbot and I've called their customer service number that no one answers.

  Customer Answer

  Date: 06/05/2023

  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.
  
  *************************************************
  
  
  
   
  
  

• Initial Complaint

  Date:05/30/2023

  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 put in an order for the supplements this company offers, I put the order in on the 17th of May, 2023 and have not received any emails, nor confirmation of this being sent out but the amount of $72.54 was taken from my account by the above company. I have been reaching out to the company through their chat thread, which no one is available, through email, which no one is available since the 23rd of May. There is no phone number to contact them. I am beyond frustrated that there is no communication, no tracking information, 2 tracking number: ****************** & ************************** through *** and neither show my order has been sent to ***. I was able to cancel my subscription, but I would like a full refund back.

  Customer Answer

  Date: 05/30/2023

  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:05/09/2023

  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 paid $79 for a first month 30 day bottle of Nutrafol. I received 6 days worth of pills in an almost empty bottle. I emailed customer service multiple times asking for them to send me a new full bottle or a refund and have received no response. When I went to log into my account just now my account has been deleted. This is a fraudulent company with no customer service selling nearly empty bottles for full price.

  Business Response

  Date: 05/09/2023

  Hi BBB, 

  I am unable to locate this customer in our systems. I have reached out to assist. 

  Thanks! 

• Initial Complaint

  Date:05/08/2023

  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.

  Was suppose to get issued a refund in April do not have a refund can't reach anyone by phone or email.

  Business Response

  Date: 05/09/2023

  Hi BBB, 

  This customer is looking for a refund on a purchase that was cancelled, their account was never fully debited. They need to communicate with their bank if they have not received their money back at this time as it has been fully refunded and cancelled on our end. 

   

  Thanks.