Complaints

• Initial Complaint

  01/09/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The company makes you log in and answer all these questions to info they already have on you, then waste more of your time trying to up sell you while your "canceling your subscription". Then they refuse and tell you to call their number during their business hours. I'm about to report them as fraud to my credit card company.

  

  Business response

  01/09/2025

  Hi there!
  
  Sorry to hear you'd like to cancel your subscription with us. I've gone ahead and taken the liberty of submitting that cancellation for you now- you should receive a notification from the system and this will be reflected on your account page as well.
  
  Please reach out to us & let us know if there are any outstanding questions/concerns we can help with! Both the support team and your Happy Head dermatologist here to help.

• Initial Complaint

  12/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My initial product was ordered in July 2024. I decided I did not want to continue and I called to cancel the 6 month subscription. However after canceling, I was charged for another 6 month subscription in Nov 2024. I called the same day to complain and cancel the charge and shipment, but was told that there was nothing they could do since the product had already been processed by the pharmacy. They offered a 50% refund which I accepted. Several days later I received the product in the mail, but they didn't ship what I paid for. I should have received 6 vials of topical solution (three at the minimum is what they charged me for after the refund) but I only received one vial. I contacted customer support and was instructed to send a photo of the one ce I vial I did receive and the remaining refund would be processed. The customer service *** has refused to answer any messages since I sent the picture and I am now being ignored.

  

  Business response

  12/11/2024

  Hi there!

  Our agents were not able to find any correspondence regarding a cancellation request made for your account. This is why the subscription renewed as initially scheduled in November. If you are able to provide correspondence showing the request we'd be happy to honor that and fully cancel/refund the order. Instead the 50% refund was a gesture of good faith for the confusion.
  
  That being said, the issue with order fulfillment (1 bottle instead of the full amount) was an error on our pharmacy's end; it definitely should have contained the full amount. I've passed this complaint on to our pharmacy, as well as our internal training coach as the agent should have offered either a replacement for the missing bottles or a refund to leave your final charge at the cost of the 1 bottle you received. If he hasn't already, that internal training coach should be reaching out to correct this mistaken order.
  
  Apologies for the wait on that, please reach out here or you can respond to our coach once they contact you to find a solution.
  
  Thanks!
  
  

• Initial Complaint

  08/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received my first shipment July 24. The product is irritating and I want a refund. Per the sites policy you can have a full refund within 6 months on the most recent order only. My next ship date is in October yet the company tells me its already being compounded and I cant get a refund on the first order, only bottle 2 when it comes. How is a custom product that usually ships monthly being processed 3 months early for me (I delayed subscription by 3 months so nothing should be prepped yet!)? Plus if it hasnt shipped and not in my hands how can I **** return for something I dont have? My firsy order is only 2 weeks old! The company stopped responding once I asked for a refund - crickets!! You cant get a live person in chat either. I want a refund for $59 and to stop all future orders!

  

  Business response

  08/05/2024

  Hi there! I see that the agent you were in communication with has already confirmed your initial order is eligible for a return. Seems like some miscommunication regarding the formula switch vs. the already shipped product. Please note customer support during the weekend tends to be slower as that is outside our usual business hours. Please reach out if you have any additional questions/concerns. Thanks!

  Customer response

  08/05/2024

   
  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.  The company finally did respond and allowed the return.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Original order placed on 6/6/2024. The advertised price changed drastically after ordering the first shipment. I requested that the physician cancel the order for me, but she was unable. I then asked the support team to cancel my order before it shipped. They were unable to do that, but I returned the product at my expense and was able to obtain a refund. At the beginning of July, they charged me again and tried to initiate another shipment. Again I requested the shipment to be canceled prior to shipment and to cancel my subscription. I was again told it was completed. Much to my surprise, I was charged again today for another subscription that I didn't authorize. I have now made the 3rd request to cancel my subscription and remove my card information from any further transactions.

  

  Business response

  07/29/2024

  Hi there!
  
  So sorry to hear about the miscommunications regarding your account- I'm seeing here that your most recent interaction with our agent a few days ago should have this issue rectified. We have issued refunds for all relevant charges & your subscription was properly cancelled. The agent who made these changes sent confirmation directly via email, please refer to that or reach out if you have any additional questions/concerns. Thanks so much for bringing this to our attention.

  Customer response

  07/29/2024

   
  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 as long as no further charges are placed without my consent by Happy Head. Thank you for your assistance in resolving this matter. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This company practices fraudulent billing. I started a subscription and immediately cancelled the derma roller subscription and delayed the second order for the topical product for 90 days. This was in March. In April, I wanted to permanently cancel my topical subscription and they make this as difficult as possible. I logged into my account and had to fill out a questionnaire and even then they wouldnt allow me to cancel and said I must call in. I called in during business hours, was put on hold and the phone would automatically disconnect after 20 minutes, as this happened twice. I called a third time and was able to keep pressing 0 and managed to reach a voicemail system so I left a voicemail for the cancellation. Yesterday on 7/11, I receive a notification that they billed me. They are VERY sneaky and send their billing notifications after their business hours so you cant reach anyone to rectify this. To add to their scam, they send a shipping notification the next morning BEFORE they open, so when you are able to reach someone they have the excuse the product was already shipped. The representative ***** seemed very aware of their scam as she has instant scripted responses, leading anyone logical to believe they get tons of calls about this. When I asked if they get tons of calls about this, she didnt say no, nor did she even deny that their billing practices are fraudulent. I would like my money back from my order or I will be filing complaints with all relative authorities, as well as the board of pharmacy against Chemistry RX Pharmacy for participating in this.

  

  Business response

  07/16/2024

  Hi there!
  
  Looking at our interaction history, I do see confirmation from you back in March that your subscription was scheduled to renew on July 11th. I don't see any follow up request to later cancel that subscription or order, until the evening of July 11th, after the order was already processing. If you could provide the screenshots or call record that shows this I would be happy to take a look.
  
  After your July 11th renewal, I see that you attempted to cancel online via the chatbot, but we closed at 5pm and the request was made at 5:11pm so it suggested you call in to cancel instead when we were open. This request was made after our business hours, so any subsequent calls were also placed after we were closed as well. I see the following morning, during business hours, you called in and had a wait time of approximately 1 minute before an agent picked up the phone. As she explained, it is our policy to require orders be canceled/rescheduled prior to them processing. Patients have the ability to postpone an upcoming order anytime themselves on the website. Once it is placed, we typically cannot cancel the order as our pharmacy formulates orders overnight to be shipped the following day. However most orders (including yours) are eligible to be returned for a full refund.
  
  I see however, we did make an exception for your case and issued the refund anyways due to your verbal abuse of our support team. Please note that verbal abuse of any kind will NOT be tolerated, and as such the managers approved this exemption to our policy & your order was refunded without requiring a return. We invite you to shop elsewhere in the future for any hair loss needs.
  

• Initial Complaint

  06/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I made my first order for two products: a derma roller and a topical treatment.When the order was delivered, the package was missing the topical treatment which is the main item. I sent an email and called the customer service. The customer service on the phone said I would have to pay for the item again, which is wrong. and the email responded and assumed the package was lost. The package wasn't lost, it was received as indicated on the tracking number, but the items inside the package had a missing item. Iam writing this message because I paid for a item and didnt receive it, and the seller is not helping.

  

  Business response

  07/08/2024

  Hi there!
  
  Seems like the agents you were in communication with have already submitted a replacement for you. Please let us know if there are any additional questions/concerns regarding that order.
  
  Thanks!

• Initial Complaint

  04/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Will not discontinue service. Keeps billing for products but they say I don't have an account that's connected to the product being sent. I have to cancel my debit card to stop payments.

  

  Business response

  04/26/2024

  Hi there!
  
  I'm having trouble locating any correspondence you've had with our customer service team in the last few months. Could you ensure you are submitting these requests to ******************************* or using our web form at happyhead.com/help and we can assist in getting this sorted out. You should be able to provide the email you are receiving the receipts at, or the team can find you by verifying your full name & date of birth when you message them as well.
  
  Thanks!

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good Day, please see attached letter. No one has contacted me from this company regarding my concerns. I am asking for your assistance in this matter.Thanks very much.

  

  Business response

  10/06/2023

  Hi there! Thank you for your feedback.
  
  Firstly, with regards to your results ***** communication with the doctor, we typically expect results to take anywhere from 3-6 months to really set it. Based on your subscription history it seems like you'd only be hitting the 3rd month in a few weeks, so it's expected that at the time you raised your concerns and still today, that you wouldn't see any noticeable change to your hair density. We always opt for email communication first between the doctor ***** patient, however a phone call is always available by request; it needs to be scheduled with the doctor directly via messaging as Happy Head does not control their schedules ***** the doctors can't spend their time calling out ***** leaving voicemails for patients to get back to them.
  
  Secondly, with regards to the payment issues. Prepaid debit card are accepted by our payment processor, Stripe. Looking through your account, it seems all of the failed payments included the error code 'Invalid Card Number' which typically means a typo by the patient/agent inputting in card info, or that the card was deactivated. Unfortunately with those errors there is not much to troubleshoot other than deleting the card ***** trying a new one, or having the customer contact their bank. Outside of cards we do accept Apple Pay, and as the agent you spoke with mentioned, we are working on allowing even more payment options (including but not limited to ****** Pay ***** PayPal).
  
  Lastly with regards to the phone call where you requested the CEO's information. Happy Head agents can provide information on our CEO over the phone, however they cannot provide direct contact information. It seems in this case the agent was unsure of the exact policy regarding that, so we will ensure it's known moving forward.
  
  Let us know if you have any further questions!

  Customer response

  10/10/2023

   
  Complaint: 20703444
  
  I am rejecting this response because:

   

  I am disatisfied with your response as I feel a direct contact to me should be made instead of an online explanation which I requested. I should not have to reach out to you when I am requesting someone to speak to me directly about my concerns. For example, the prepaid debit card purchased was valid and should have been processed accordingly. Why your reps had difficulty processing the card is questionable. There are other concerns I would like to address personally instead of being electronic. 

  As a paying customer I should respectfully receive a call to address all mentioned in my letter mailed to you as well as the online complaint through the BBB.      
  

  
  Sincerely,
  
  N *****

  

  Business response

  10/12/2023

  Hi there! We just attempted to call you as requested & left a voicemail.
  
  Please be advised that our Customer Support team is available for phone calls 9-5 PST, Monday-Friday, to speak with you regarding billing, shipping, or any other general account information. 
  
  For non-emergency medical concerns, we recommend you message your doctor through the portal to schedule a call with them directly if you would prefer not to communicate electronically.
  
  Thanks!

  Customer response

  10/13/2023

   
  Complaint: 20703444
  
  I received your voice mail and sent a text. The name was not clear in my voice mail. I would rather speak to a higher superior in your corporate division and not a customer service representative as I am looking for a positive resolution to this matter.  I am available today only 10/13/2023 between the hours of 12pm and 5pm (EST)   
  
  Sincerely,
  **************

  

  Business response

  10/23/2023

  Hi there!
  
  We have received notice from **** that he believes the stated issues have now been properly addressed. Please let us know if this is not the case (or feel free to send a follow up message to **** regarding that).
  
  Thanks so much!

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for the service May 18th and was billed for my first order and it was never sent. I reached out to support in early June and was told it would be pushed through, it is still processing as of June 14. I have been trying to get in touch with support for over a week through email, call, chat, and text have not been able to get a response from anyone. Ive been trying to cancel my subscription since at least June 9th because I knew the renewal was coming up and instead of getting back to me they charged me another $120. Which they had no problem taking out of my account. I dont even know if Im going to receive that shipment since I never received the first one. I want my subscription canceled and a refund totaling $178.50 for both orders.

  

  Business response

  07/10/2023

  Hi there! I was able to confirm you had requested cancellation of the subscription just ahead of the 72 hr cut-off for stop said order as well. Apologies our team mistakenly marked it as too late for that cut-off. As such, I have just refunded you the remaining 50% of your order. You should see a confirmation email come through in your email shortly, and it will take a few business days for the funds to reach your account. Please reach out if you have any further questions. Thanks!

• Initial Complaint

  06/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered May 18th and received a doctor's prescription the very next day. It's June 5th and still have no tracking number OR ANYTHING. No one responds to chat, no one responds to email inquiries, and you get a generic "thank you for your patience" text when you text the number provided on the website. I'm certain nefarious, black market "businesses" have more responsive customer support services. I bet I could jump on a plane, fly to a foreign country where a prescription isn't legal, fly back, and my order would probably still say "processing". This is pathetic.

  

  Business response

  06/07/2023

  Hi there!
  
  I see you originally reached out to us Sunday 6/4 on our website. Our office is closed weekends, though we typically strive to respond to any outstanding patient messages within 72 hours (to account for the weekend closure). I see you reached out further the afternoon/evening of Monday 6/5 across a few channels. An agent did respond to the live chat however I see it was close to a 20 minute wait so perhaps it was just too late for you to see that. The following morning an agent did respond to your email clarifying that your order had been flagged with our partner pharmacy to see what the source of the issue was with your order.
  
  I'm happy to report that as of today, 6/7, a tracking number was posted and your order is en route. Our system would have sent a tracking notification to you automatically but if you have trouble finding it please reach out and we are happy to provide that.
  
  Thanks!

*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. ↩