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:03/27/2023

  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 had purchased two items from this company and realized after I placed the order that the ingredients would not work well with my medical issue. The day I received them, I started the return. It has been a month now and I have not received my $88 refund from this company. After reaching out several times, I still have not heard back. Purchased 2/20 Received order 2/24 Started return 2/24 Sent return via **** 3/1 Nutrafol received return 3/6 I am complaining since it has been a month, they have the product I returned, but yet I do not have my money back. This is a huge issue as I am sure Im not the only one. The email I receive says they are experiencing high volume support emails and will respond when possible. Holding someones money for a month should be a priority. I dont plan on recommending this company to anyone due to this issue.

  Customer Answer

  Date: 03/27/2023

  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:03/21/2023

  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.

  Like many others, cancelled a subscription (their products don't work, they use paid reviews) only to be charged ($300+) for another shipment. Contacted customer support to resolve the issue. Sent the product back and have yet to receive a refund - it has been almost 2 months. No email responses, no one answers calls. They have stolen my money. Stay away - very shady company.

  Business Response

  Date: 03/29/2023

  Hi BBB, 

  We have been in contact with this customer regularly since the customer's initial outreach on Feb 13th. There was no follow up to our email responses. His order was refunded to him on March 20th when he spoke with one of our agents via phone call. 

• Initial Complaint

  Date:03/20/2023

  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 used to have a subscription with this company. I had opted out of refills and they are still sending me product. My card was charged, and order was dispatched, but I never ordered it. This is happened twice. I let it go the first time, but now it is a lot of money out of my account. Called customer service multiple times and there is no answer. I also tried to contact the online robot and they said they would send it to the company but I havent heard back. I am very annoyed. Will be disputing on card.

  Business Response

  Date: 03/29/2023

  Hi BBB, 

  We reached out to this customer regarding her return instructions for the accidental subscription they created. The subscription was canceled to prevent future orders from automatically billing. 

• Initial Complaint

  Date:03/17/2023

  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 have a subscription with Nutrafol since one year and until this February I had no bad experiences or complaints. However, my last order has not been delivered for weeks and the tracking information says Shipping label created; **** is awaiting the item. I emailed the Nutrafol customer service twice and also tried the chat option on their website. But I have received no response so far. I think delays or carrier issues can happen and be explained, but this non-responsiveness of the customer service is not acceptable. Especially given that I have paid already. I think they should either explain whats happening and provide a quick replacement or provide a refund.

  Business Response

  Date: 03/29/2023

  Hi BBB, 

  We reached out to this customer with a replacement for their lost shipment. They should receive the replacement in the next 3-5 business days. 

• Initial Complaint

  Date:03/16/2023

  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 was charged and a shipping label was created for my order on 2/27/23. I have yet to receive product and have tried three times to get a person on the phone, but am either left on hold for hours or have requested a call back and never received one. I have also reached out via email and have not received a response. I enjoyed the product for three months and would like to receive my shipment so that I can continue to use the product, but at this point I just want a resolution.

  Business Response

  Date: 03/29/2023

  Hi BBB,

  We have reached out to customer with updated tracking information and a credit for the delayed shipment. She should see the funds in their account in the next 3-5 days depending on their bank.

• Initial Complaint

  Date:03/15/2023

  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.

  Nutrafol charged my credit card $224 on 2/24/23 and said that my order was shipped on 2/27/23 and as of yet I havent received it. I have tried endlessly to call them and no agents are available. I have tried several times to email them and have not received any answers as of today 3/14/23. My tracking number is ***********************************.

  Business Response

  Date: 03/29/2023

  Hi BBB, 

  We communicated with this customer on March 22nd providing a replacement for the order that was lost in transit. 

• Initial Complaint

  Date:03/15/2023

  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 bought a one time hair supplement order. - Supply of 30 days. Today I was charged for another bottle. $79 dollars. I did not sign up for a automatic subscription.

  Business Response

  Date: 03/29/2023

  Hi BBB,

  We reached out to the customer with return instructions and canceled the subscription she created.

• Initial Complaint

  Date:03/14/2023

  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 been a customer of ********************** since April 2022 and have had some in issues with receiving orders lately; however, this time it's different because I cannot seem to get in touch with anyone from customer service. I was supposed to receive my order February 15, 2023; however, I never did and Nutrafol charged my card (I uploaded a screenshot from their website of the charge). Additionally, when I track the package that was supposed to be received, it informs me the delivery is going to be received the day I track it, which now says it's supposed to be March 13th, tomorrow it'll be March 14th, and so on. I have also provided a screenshot of the tracking results. I have called with no answer, only that all agents are busy and to send an email. Per their suggestion, I've emailed twice and created two tickets asking for assistance with no reply or help. I have provided screenshots of both of these support tickets. I am very disappointed and frustrated with this situation, and they obviously have taken money from me without delivering the product I paid for. Please let me know if you need anymore information or have any questions.

  Business Response

  Date: 03/29/2023

  Hi BBB, 

  We responded to this customers complaint on March 14th with a reshipment of her missing shipment. 

  Customer Answer

  Date: 03/30/2023

  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:03/07/2023

  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.

  At the beginning of February 2023, I placed an order. As soon as I placed that order I immediately realized my old address was listed on my account. I tried to cancel the order, no luck. I tried emailing the company to get further instructions. No response. It took almost a month but my order finally arrived. Still no response from my initial email. I pick up the box from the post office (with an extra $12 delivery charge for the forwarding!), bring it home and open it to find that one of sustainable plastic packages isn't sealed and the capsules are all over the box. Again, I tried to contact customer service. It's been over a week with again no response! I've been a customer for 2 years and while I don't want to look for another supplement company, I can't support a company that doesn't value its customers. A no response from this company is a response on resolving issues. They don't want to help. Before you order, please be mindful too of their customer service hours... **** ******** weekends, no evening hours.

  Customer Answer

  Date: 03/15/2023

  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:02/27/2023

  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.

  After calling Nutrafol multiple times, each time says there are no agents available. I was charged for an order in Jan 2023 and I have yet to receive my vitamins from them. So they took my money but never delivered the product.

  Business Response

  Date: 03/02/2023

  Upon investigation, ******** order was lost in transit, we contacted her March 1st to send a reshipment of her order and adjust her next subscription renewal date. Her replacement should arrive in 3-5 business days.

  Customer Answer

  Date: 03/08/2023

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