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:04/03/2025

  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 thought I could trust MDHair.co, which I saw on the internet. I got the Serum/Shampoo combo Kit on 3/17/25, for $29.00, with a monthly subscription, which they promised could be severed on their website easily if it didn't work out. (It didn't.) It turns out that their system only lets you change the contents of a kit, but not cancel it! The hair *************** were both very drying, the shampoo much more so, to the point of doing damage with lots of breakage, & thus led to hair loss. The company has you take a quiz on their website, & promises that the customized kit will work for you. I answered all the questions, so nothing this drying should've arrived. Now I can't find out how to return ********* WON'T RESPOND to tell me how. I just checked to make sure I didn't have an upcoming shipment, since I thought I cancelled it. It turns out that I do! ***. I was only allowed to cancel my "membership", but it still has a shipment coming on the 4/19/25! There is no way to stop it..!I've tried calling their customer service number for 2 weeks, but it only consists of an answering machine that tells you to contact them by email: ********************************** which I did, repeatedly, 1st asking for a refund, & then asking them to sever my subscription, because they don't let you do it on site, but I've still NEVER received an answer, & it has been 2 weeks! I can't even see an image of my Order# or payment info! (But I only made this 1 order.) The only way I can think of to stop being charged is to tell my bank not to pay them & hopefully that will stop any future shipments? But this may cost me as much per month as they want to charge me for a thing I can't use, can't return & that they will KEEP SENDING ME, regardless of how many times I've called & how many times I've emailed asking for help! This has been a *************** at my wit's end. It's the worst experience I've had buying something online! Please help me get this cancelled, & if possible, get a refund!

  Business Response

  Date: 04/04/2025

  We sincerely apologize that our treatment did not meet your expectations. We completely understand that outcomes may vary among customers based on individual circumstances. However, we would like to emphasize that, similar to other treatments, proper and noticeable results require consistent use over time. Please also keep in mind that your subscription includes access to our Medical Team, who are available to address any questions or concerns. Additionally, your subscription can be canceled or modified at any time to suit your preferences.
  
  To address your concerns more specifically:
  
  1. We have responded to all your messages regarding your inquiries, concerns, and the cancellation of your subscription.
  
  2. Your subscription was canceled on March 24, 2025, at 2:12 PM. Since your subscription is now canceled, no further charges will be made, and no additional kits will be shipped unless you decide to reactivate your subscription in the future.
  
  3. We understand your concern about a future shipping date appearing on your account. Please be assured that this is a reference generated by the system and does not indicate further charges. For your peace of mind, this has been removed from your account.
  
  Lastly, we apologize for any inconvenience caused by our return policy. As the products in the MDhair kit are medical-grade and cannot be reused once returned, we are unable to accept product returns. You can find more details about our subscription terms on our Subscription Terms and Terms & Conditions pages, which were agreed to upon sign-up. Rest assured, with your subscription already canceled, no further charges will apply to your account.
  
  We appreciate your understanding and hope this clarifies your concerns. If there are any additional questions or if theres anything else we can assist you with, please dont hesitate to reach out.

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23154057
  
  I am accepting the part of this solution that makes sure that my subscription with them STAYS SEVERED. I am not accepting the following in their response however:

  1) Although I am happy that Mdhair.co have finally severed my subscription, they still falsely claim that Medical advice or ANY HUMAN RESPONSE is ever given to the consumer in any form.  Not true in reality!  

    2) The consumer is NOT at ALL able to sever the subscription themselves online. That they say so here on the BBB website is outrageous. It still appears there, because the page doesn't even HAVE a clickable spot on it to sever/stop them from coming, only changes made to the contents are possible!  It was quite clear that another shipment WAS due to be sent this month, before I made this complaint.  So I'm not happy that they're not being honest here about these things. But please do keep me severed. I do not intend to ever go back to the Mdhair.co site. 

  3) They completely ignored my request for a REFUND!  Untruths were spoken in their response, & they don't even bother mentioning refunding my money! ?  My hair is still destroyed.  I have been trying to fix it, help it, oil it & mask it ever since, to no avail, & may actually need to cut it off as soon as tomorrow.  Making the final decision after I try one last masking (deep conditioning) attempt, this afternoon.

  So I am relieved that I don't need to contact my bank to make sure they don't keep draining funds from me for something that destroyed my hair, but I am not happy that they aren't refunding my money for their product, which did this to me. 

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

  Business Response

  Date: 04/04/2025

  Thank you for following up. We are truly sorry to hear about your experience and the distress this situation has caused. Please know that we take all feedback seriously and aim to provide clear and respectful communication.
  
  As a gesture of goodwill, we are happy to offer a partial refund. However, as previously mentioned, we are unable to issue a full refund or accept returns for products that have already been used. Our products are designed to deliver different results for different individuals, and unfortunately, outcomes may vary.

  Wed also like to remind you that further details regarding our policies can be found on our Subscription Terms and Terms & Conditions pages, which were agreed to during the sign-up process. With your subscription now canceled, no additional charges will be made to your account.

  Thank you for giving us the opportunity to clarify this matter. If you have any further questions or concerns, please dont hesitate to reach out.

• Initial Complaint

  Date:03/26/2025

  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 emailed mdhair multiple times and never got a response. I tried responding to an email sent to me, but still received no response. Their ads and website claim that they'll be with you while you try their products. And, they claim to have dermatologists and others on hand to answer questions. None of this is true in my experience.

  Business Response

  Date: 03/27/2025

  Hi *********,

  Thank you for reaching out to us and sharing your concerns. We truly value your feedback and regret hearing about your experience with our communication.

   Upon review, we can confirm that our Medical Team has responded to all your messages promptly. However, it appears there may be an issue with your email provider (Hotmail) filtering our replies into your spam or junk folder. While this is something beyond our control, we recommend checking those folders for our previous responses, or contacting your email provider.

  Wed also like to mention that we havent encountered this issue with other customers, which leads us to believe the problem may be specific to your email settings or provider. To ensure seamless communication moving forward, please use one of the following methods to contact our team:

  Email: **********************************************************

  Chat: ************************************************
  
  If theres anything else we can assist you with, feel free to let us know. We're committed to resolving this matter and ensuring your satisfaction.

  Regards,
  MDhair Customer Support

• Initial Complaint

  Date:03/21/2025

  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.

  Ordered product after clicking on a ******** ad for hair loss. Took their quiz and signed up for a vegan kit. Was told the product came with a 30 day money back guarantee. Received at the beginning of March. Box contained an item with fish ingredient which was the first problem. I immediately cancelled the auto renew which I also thought a bit shoddy. Tried the product for a week and it dried out and damaged my hair. Contacted **************** on March 18 advising I wanted to return and enact guarantee. Was replied to with apology about non vegan item and suggestions (including not washing hair so much!). I replied I did not want the product snd wanted a refund. March 20 ******* from MDHair replied I was ineligible for refund because I canceled my subscription! This company is a total sham! Their product damaged my hair and they are not honoring their guarantee. I seek my $39.00 refund and again am happy to return the product which was 1/3 used.

  Business Response

  Date: 03/21/2025

  Hi April,

  Thank you for reaching out and sharing your concerns regarding our product and money-back guarantee. We take feedback seriously and appreciate the opportunity to address your complaint.

  To clarify, our money-back guarantee applies under specific conditions, as outlined in our policy. You sent in images of this policy, but failed to show the whole policy and what it entails.

  You can view that here: *************************************************************************************
  As well as on our Terms & Conditions page: ****************************************
  
  To be eligible for a full refund, customers must use the product as recommended for at least 180 days - to which our Support Team duly informed you about. This duration is crucial, as consistent use over time is necessary to fully experience the effectiveness of the treatment.
  

  Furthermore, the product you received has been opened and used, which also places it outside the refund policy guidelines. Its worth noting that, like many other hair treatments, visible results typically emerge over an extended period. For most users, initial improvements, such as reduced hair shedding, are observed in 6-8 weeks, while more noticeable changes, including thicker, healthier hair, appear in 3-4 months. Significant regrowth and length changes occur in 6-9 months.
  

  That said, we understand your disappointment and, as a gesture of goodwill, we have issued you a partial refund of 50% of your purchase price. Additionally, you are not required to return the product.
  

  We hope this resolution reflects our commitment to customer satisfaction. If you have any further concerns or questions, please do not hesitate to reach out to us directly at **********************************************************.

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23097961
  
  I am rejecting this response because:

  This company is claiming that the money back guarantee only applies if youve used the product for 3 months. But when ordering the product its described as a 1 month trial. with money back guarantee. Im sending a screenshot of that trial page. In fine print it says that you are being signed up for a subscription. Ive seen plenty of other complaints about this predatory practice. Thankfully after reading these I signed in to cancel my subscription.
  I was really hoping this product would work for me. I relied of the guarantee and Woukd not have spent that much money had I not believed I was safe to try. Their product was so damaging to my hair that it was literally breaking off. I had to buy expensive conditioner to try to repair the damage. There is NO WAY I could use this product for 1 month much less 3.
  When I emailed them regarding my problems they directed me to not wash my hair so often snd advised not to highlight it (it was already highlighted, something they did NOT ask about during their signup quiz. After requesting my money back, they directed me to an extremely lengthy terms of service page and buried pages down in fine print, it said you had to keep the subscription for 180 days. Nowhere when ordering did I see a link to this. I did not sign this page directly and did not agree to this. Very unscrupulous practices geared at tricking people (probably geared towards elderly) into their hair loss product subscription. Look, I relied on the terms 1 month trial and money back guarantee (I have attached screenshot). Huge headache. Very shady internet scam. Should have known not to trust ******** ad.

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

  Business Response

  Date: 03/25/2025

  Thank you for reaching out again. We understand your concerns and would like to reiterate the points outlined in our previous response.
  Our money-back guarantee has specific conditions, as detailed in our policy, which requires consistent use of the product for at least 180 days. Additionally, opened and used products are not eligible for a refund under this policy. Despite this, we issued a courtesy partial refund of 50% of your purchase price as a gesture of goodwill.
  

  We hope this demonstrates our dedication to resolving concerns fairly. All relevant information regarding your eligibility and our policies was provided in our prior message. No further refund will be issued.
  

  If you have any additional questions, feel free to contact us at **********************************************************.

  Regards,

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23097961
  
  I am rejecting this response because:
  This business did not respond to complaints of unscrupulous practices and unfortunately will continue to dupe people into trying their product and suddenly being subscribed and misrepresenting their money back guarantee. Ive shown where the purchase screen reads 1 month trial and does nowhere point to the Terms that they keep referring to. There are many other complaints against this company -look under their parent company ****************. **************************** need to get involved to protect people from these kinds of practices. Misrepresenting their money back trial and using fine print to sign unsuspecting people into auto renewed subscriptions. My understanding of the law is having pages of mumbo jumbo with limitations of warranty buried inside, and just by stating if you buy from us you agree to these terms (when no link to terms when buying) is not considered valid consent. I see I will have to continue credit card disputes. I will also be returning the product to the company address. 

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

• Initial Complaint

  Date:02/26/2025

  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 ordered a trial kit from MDhair. It came as expected and I was charged *****. I am now being charger ***** for a kit even thought I messaged that I wanted to cancel. Their website does not allow cancellation, even though there is a button directing me to cancel. When clicked it goes to a blank screen. I tired changing my charge information, thinking i could cancel the payment, but that is not allowed either. I don't want to continue this service and want no more charges on my account. I would like this 54 back. (it is scheduled to come out on March 1st.). I do not feel that this a reputable company. Their website is useless and it seems to be a scam.

  Business Response

  Date: 02/27/2025

  Hi ********.

  Thank you for reaching out to us regarding your recent subscription charge. We understand your concern and appreciate the opportunity to address it.
  When you signed up for our discounted trial, it was communicated during the sign-up process, during the plan selection, all documentation on the website, including at checkout that your trial would automatically transition to a subscription service after one month. We strive to ensure this information is clear to all our customers.

  We also noted that we had not received any prior communication from you through our customer support team regarding the issues you claim with the subscription. We are here to help and always encourage our customers to reach out to us for assistance.
  
  That being said, we see that your subscription kit has already been shipped, and as per our terms and conditions, we are unable to cancel the order or issue a refund for shipped items.
  
  Tracking: 420531429261290376124401176243
  **************************************************************************************************

  That said, we value your satisfaction and are happy to offer an exception in your case. If you return the items unopened, we will gladly issue a full refund for the charge. You can follow return instructions, here: ******************************************************************************************************
  
  Once the products have been returned, let us know by sending us a message at **********************************************************

  Additionally, we have now canceled your subscription, and you will no longer be charged moving forward. Please let us know if you require any assistance with the return process. We apologize for any inconvenience this may have caused and appreciate your understanding.

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22995046
  
  I am rejecting this response because: it is impossible to cancel on your web site. When finally finding the cancellation page-when asked to click on cancel, I was taken to a static page with no way to move forward or back. It seems designed this way. I will be returning the product and am very disappointed in your business model and customer service. I also tried calling-and was directors to the website-which was unusable. I did also send an email-
  
  Sincerely,
  
  ******** *******

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22995046
  
  I am rejecting this response because: it is impossible to cancel on your web site. When finally finding the cancellation page-when asked to click on cancel, I was taken to a static page with no way to move forward or back. It seems designed this way. I will be returning the product and am very disappointed in your business model and customer service. I also tried calling-and was directors to the website-which was unusable. I did also send an email-
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 02/28/2025

  Hi ********,
  
  Thank you for reaching out to share your concerns. We sincerely apologize for any frustration or inconvenience you may have experienced.
  After reviewing your case, we would like to clarify a few details. Our records indicate that we did not receive prior communication from you through our customer support team. However, we value your feedback and are committed to resolving this matter amicably.
  
  As a courtesy, we are willing to issue a partial refund of $29 at this time. Once we receive the returned product(s) in accordance with the return instructions provided, we will gladly process a refund for the remaining balance.
  
  We appreciate your understanding and cooperation and are committed to addressing any issues to ensure a better experience in the future. Should you have additional questions or need further assistance, please do not hesitate to contact our support team directly at **********************************************************
  
  Regards,

• Initial Complaint

  Date:02/04/2025

  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.

  My issue is that they do not clearly say that this is a subscription purchase on their website.

  Business Response

  Date: 02/04/2025

  Hi *******. Thank you for reaching out to us and for bringing your concerns to our attention. We sincerely apologize for any confusion regarding your subscription with us.
  We would like to clarify that when you signed up, all information pertaining to our subscription service, including plan selection, pricing, and terms & conditions, was made available on our website and at checkout. We strive to ensure transparency so our customers are well-informed about their subscriptions, and it appears these details have been overlooked.
  
  We understand that the shipping of your third kit and the associated charges may have caused frustration. Our customer support team has even offered you an exception to return the products for a full refund, an option you have willingly chosen not to pursue.

  As a gesture of goodwill, we will issue a full refund for the kit that has already shipped ($136 which is your plan price that you selected at checkout). In the future, we encourage you to be more mindful of the details of anything you sign up for, not just our service. Its always a good idea to read and understand what youre agreeing to. If you have any further questions or need assistance, please do not hesitate to reach out to our customer support team.
  

• Initial Complaint

  Date:12/14/2024

  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 ordered my product and the support will not respond to my repeated emails and there is not further tracking on my delivery Order ID ***************************** Tracking ID ************* Shipped Date -Order Creation Date -Origin ************* Destination ****** Delivery Date -Status Information Received

  Business Response

  Date: 12/16/2024

  Hi Pooja ********,

  Thank you for reaching out regarding your order. We understand your frustration and apologize for the inconvenience caused by the delay.
  Due to the Canada Post strike that began on November 15, 2024, shipments are currently experiencing delays. We have done everything possible from our end, ensuring your order was sent out in a timely manner. However, we have no control over the postal service's issues within *******

  Your order's tracking information:
  ******************************************************************************************************************************

  We realize it might be challenging for you to grasp and empathize with the circumstances of your order, but given this unprecedented situation we kindly ask for your patience and understanding. We would recommend directing any further complaints to ***********. As an exception, we are willing to offer a refund for your payment now. However, should your shipment be delivered after the strike is resolved, we will need to re-charge you for the items sent.

  We appreciate your understanding and cooperation in this matter.
  

  MDhair

• Initial Complaint

  Date:10/10/2024

  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.

  On August 30th I subscribed to MDhair for treatment and paid $54.00.The plan was every two month they will send me my kit and i will pay approximately $54.00. It has been 41 day since my order and I have not received my package. On the *** website the last update was September 16th and today it October 11th. Their contract says if the "******* is messing or Delayed for morethan 30 days the company must provide a refund". I asked them for a refund but they refused it by stating me a false policy quote. They failed to fulfil their side of the contract and i want my money back. They said they can't give me a refund but they will send me replacement. I had no choice gave them a secondary address for them to send but truly i want my money back. I saw their add on Instagram.

  Business Response

  Date: 10/10/2024

  Thank you for reaching out and sharing your concerns with us. We genuinely regret that your recent experience with your order did not meet your expectations.
  After reviewing your case, we understand that your order was returned to our warehouse due to an issue with the shipping address that you provided. As outlined in our Terms & Conditions (https://www.mdhair.co/terms), our Support Team was unable to offer a refund for this specific situation, as it was related to the information that you yourself submitted.

  However, you were offered to be sent another order, which you so graciously accepted. So we were surprised and taken aback by these claims and to learn of your request for a refund, given that a replacement was already processed for you.

  As a gesture of goodwill, we have issued a full refund for the most recent charge on your account. We hope this helps alleviate any concerns you may have had. We truly value your business and hope you might consider us again in the future for your needs.

• Initial Complaint

  Date:10/03/2024

  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.

  On 9/10 I was charged for my subscription, and contacted customer service to see if I could postpone the renewal date. Instead, my subscription was canceled without my permission, I was STILL charged, and my products were never shipped. **** has no record of getting this package from MDhair. When I contacted them for a replacement or refund after nearly a month, I was told that the package was returned to them (the one they never even got to the post office? We both have the tracking number!) and that theyd make a one time exception to send a replacement. After pointing out the clear impossibility of this scenario, I received no response and no refund. I am shocked at the lack of professionalism and just general customer service.

  Business Response

  Date: 10/04/2024

  Thank you for reaching out and sharing your concerns with us. We sincerely apologize for the experience youve had with your subscription, but we appreciate the opportunity to address your concerns

  Next Subscription Kit:

  We understand how frustrating it can be to feel that you were charged inaccurately. As a reminder, your subscription with MDhair has been active since February 2024, and you have complete control over your billing & shipping dates via your account settings. Although we understand you reached out to postpone your next kit, it was unfortunately too late, as renewals are processed automatically and your order was already in the shipping process at that time.

  Last Kit Delivery:

  We also understand the challenges that can arise from delivery delays, and we want to clarify that once the package is with the courier, our control over its delivery and any processes is very limited. Our team conducted a thorough investigation and was informed by our warehouse team that the shipment under Tracking ********************** was returned to us by ****, unfortunately without a specified reason. We did offer you a replacement, but it seems that your concerns may have led you to feel that we were unable to assist further.

  As a token of our commitment to customer satisfaction, we have issued a refund for the most recent charge on your account. We hope this will help alleviate any concerns you may have.
  

  Thank you for your understanding, and we truly hope to have the opportunity to serve you better in the future.

  Customer Answer

  Date: 10/04/2024

  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.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:09/08/2023

  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 have asked for a refund after canceling my subscription and haven't heard from anyone, I just keep getting automated messages saying that they will respond in 2-3 days and it has been 3 days and I still can't get a response.

  Business Response

  Date: 09/11/2023

  MDhair is a subscription service in which can be modified or cancelled at any time (prior to your next kit).
  
  Checking on your account, we do see you were recently charged for your next month of subscription. It was explained that this would happen when you first signed up for your trial if your plan was not canceled in advance.

  With that said, as your latest kit has not yet shipped, we were able to cancel the pending shipment, and I have issued you a refund for this most recent charge. Please allow **** days for this to process back to your bank.

  Regards, 
  ?MDhair Customer Support 

  Customer Answer

  Date: 09/11/2023

  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/07/2023

  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 ordered their product online and the package was delivered to wrong location. I emailed them and they responded that my was delivered and that was it. I explained that the package was delivered but not to my address and I did not the the package. After that they never responded. I called their phone number but it tells you to email them and then the call hangs up.

  Business Response

  Date: 09/08/2023

  We're sorry to hear that you did not receive your order. It appears that your shipment was unable to be delivered and was returned, with **** citing that the delivery location was VACANT.
  
  As a friendly reminder, at checkout you are asked to confirm if we have the correct address to avoid this kind of situation, but it appears it may have gone unnoticed. Keep in mind that we rely on the customer to provide us with all necessary information (shipping address, payment details, etc.), as this is the only way for us to acquire it.
  
  All the information received is what the customer provided. This is the address that you gave **:
  
  ********************
  ***********************************************br>***************
  **, 33966-1296 **
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  Though we have already paid the carrier (****) for shipping fees, a full refund has been issued as a courtesy. Your account and subscription has been cancelled to avoid unnecessary charges on an active account.