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:05/05/2023

  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.

  After being a monthly customer for over a year, on 16 April, I ordered a 6 month supply of Nutrafol Women's product to save money. I realized that I ordered the wrong product and needed the Womens Balance product instead due to my age. On 26 April, I went online to try to exchange the product. I tried to chat and also tried to email a request for an exchange or refund and the only thing I get is an auto email saying they are busy and will get back with me. It's been 3 weeks and no response. I love the product; but hate that there is absolutely zero customer support. They have grown too big too fast apparently. It seems from looking at the BBB website, the only way to get hold of customer service is through you.

  Business Response

  Date: 05/09/2023

  Hi BBB, 

  This customer was assisted as of May 5th. We have processed her exchange. 

  Thanks.

• Initial Complaint

  Date:05/04/2023

  Type:Sales and Advertising 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 received an email on May 1st stating that I have a reoccurring subscription that was being processed for the Nutrafol hair vitamins. I did not sign up for a reoccurring 90 subscription. I received an email that my credit card was charged $224.00 for a 90-day subscription for the Women's Balance 3 months. I sent an email to their customer service address ********************************** and received an email back giving me instructions to cancel the subscription that does not match what is presented on the website. I am unable to cancel the subscription. Additionally, when I call customer service no one answers I have been calling for the past two days. I have called, emailed, and sent messages on FB and text. No response and no clear path to cancel the subscription. There has been no response from the company. I would like to have the subscription canceled and have my money refunded. I will return the products as I just received an email that they shipped. I want this subscription cancelled immediately and the products will be returned to the sender (Nutrafol) immediately upon receipt.

  Business Response

  Date: 05/09/2023

  Hi BBB, 

  This customer has been assisted. We have canceled the subscription they unintentionally signed up for as well as provided return instructions. 

   

  Thanks! 

• Initial Complaint

  Date:05/04/2023

  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 have a had a monthly subscription for 8 months. I have not had any issues until the most recent shipment.The large bottle of nutraceuticals arrived broken (photo attached) with glass inside the container. This shipment was charged when it was shipped.I submitted a request for a new bottle via the online customer service portal and received an automated email response that they were backed up and would get back with me shortly. I submitted another online request yesterday and received another auto-response. To date no one has responded. I phoned today and sat on hold for an hour, speaking with no one live and being advised at the beginning of the call that wait times were lengthy.I am simply trying to get another shipment to replace the damaged one.I don't believe that there is anyone actually monitoring their customer service email OR their phone lines.

  Business Response

  Date: 05/04/2023

  Hey ***** - 

  Thanks for bearing with us as we work through a high volume of customer requests!
   
  We're so sorry to hear that your order arrived damaged! Shipping can be a rough process, and we're happy to have a replacement shipped out for you.
   
  We've just created a replacement order at no cost that should reach you within four to seven business days. Again, we apologize for the inconvenience of the item being damaged in transit. I've also pushed your next bill date back to May 29th to accommodate for this late shipment.

  Customer Answer

  Date: 05/04/2023

  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:05/02/2023

  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 have reached to the company 4 times. My shipment came damaged. I have gotten no response or help. I keep trying to submit a ticket and it get an auto email back but no one follows up. I paid a lot for the product and any isnt usable. I either want my money back or a replacement item sent.

  Customer Answer

  Date: 05/03/2023

  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:04/25/2023

  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 am on auto refill for Mens Nutrofil. Product was not delivered and is now 11 days late. I tracked my package, and what arrived 2 days ago was Womens Nutrafol ( for my wife). Now my package tracking states Mis Sent. The company only responds with useless robo info. You cant have a mutual chat, email, or phone call. Nutrafol perports the significant importance of not missing a dose, yet they are negligent in sending the product in a timely fashion. S

  Business Response

  Date: 05/01/2023

  Looking at this order, it was place on April 19th and delivered April 26th, within our quoted shipping window of 4-7 day deliveries. It appears that due to some issues navigating our account page, the wrong subscription was changed to Women's Balance, causing his Men's order to be delayed.
  
  Order tracking: ***********************************************************************;

• Initial Complaint

  Date:04/18/2023

  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 did not receive my order, and all attempts to contact the company are failing. No response to emails and calls is declined.

  Business Response

  Date: 04/20/2023

  Hi BBB,

  This customer was issued a replacement for a lost shipment on April 12th. 

  Thanks! 

  Customer Answer

  Date: 04/24/2023

  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:

  The items did not ship on the 12th and the tracking number as listed below also shows items have not been received my the shipping company. 

   

  *** eCommerce Solutions
  **********************

   

   

   

   

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

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

  Business Response

  Date: 05/03/2023

  We reshipped ***'s order to her new address, and that was delivered May 2nd: *************************************************************************************;

  DHL was the first mail carrier for this order, and they handed this off to **** for final delivery on May 1st. 

  Everything should be resolved, and we included a discount on ***'s upcoming renewals.

  Customer Answer

  Date: 05/19/2023

  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:04/18/2023

  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 had a renewing prescription for Nutrafol Hair growth pills. I got an email on March 31 that my shipment had been sent. However after 2.5 weeks it never arrived. They charged me for it. I tried to contact the company via text, email, and phone but got no response. I want my money back!

  Business Response

  Date: 04/20/2023

  Hi BBB, 

  This customer reached out to us on Monday April 17th for the first time, we responded today with a refund as their shipment was lost in transit. 

  Thanks!

• Initial Complaint

  Date:04/06/2023

  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 cancel my subscription last month and they charged my card today. I canceled again today. They are refusing to cancel my subscription. They should not have a cancel option on their website if you can't actually cancel. I'll keep the crappy vitamins I just need this subscription CANCELED.

  Business Response

  Date: 04/20/2023

  Hi BBB, 

  We have assisted this customer in canceling their subscription and provided return instructions for the accidental order. 

  Thanks

• Initial Complaint

  Date:04/04/2023

  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 was in the process of ordering the Women's Balance 3-month supply online. When I got to the end of the online order I got an error message from Nutrafol's website. I then reordered the product and I received a confirmation. Then I saw 2 charges and they sent me 2 packages. I contacted Nutrafol immediately about this error. They informed me that all I had to do was send back 1 of the packages unopened with "RETURN TO SENDER" written on it - no tracking necessary. I did everything they told me to do - I have followed up with them and now all they tell me is that they did not receive the package back! This is absurd - I did everything they asked and questioned their process because I wanted a tracking number to be able to track my return and they said it wasn't necessary. This is an expensive product - $231.92. I am not going to pay for the product 2 times when all of this stems from their error - beginning with their website. I have sent numerous emails to Nutrafol directly, disputed the double charge and I would like a full refund ASAP.

  Business Response

  Date: 04/07/2023

  Hi BBB, 

  Customer has been contacted and refund will be processed upon payment dispute removal. 

  Customer Answer

  Date: 04/10/2023

  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:04/03/2023

  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 have a monthly subscription with them on March 23, 2023, a new bottle with vitamins and supplements was supposed to be my next shipment. It says it was delivered on March 27 it's been two days and I have not received it. I tired contacting their support team and been calling but I cannot seem to get through. The order number is #*********.

  Business Response

  Date: 04/07/2023

  Hi BBB, 

  This customer has been refunded for this order as of April 5th. 

  Thank you!