ComplaintsforNoor Hair

• Initial Complaint

  06/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Noor Hair offered me a trial period to try their products. I decided I didnt want to continue with a subscription and they refused to cancel my subscription. They keep charging my card when I no longer want their products.

  Business response

  06/12/2024

  Dear ****************,

  
  Thank you for reaching out to us and bringing your concern to our attention. We sincerely apologize for the inconvenience you experienced regarding the cancellation of your subscription with Noor Hair.

  
  Upon reviewing your account, I can confirm the following actions have been taken:
  Subscription Cancellation: As per your request, your subscriptions for the ******** Growth Spray and Super Hair Serum were canceled on June 11, 2024, due to having too much product.

  
  Refund Processed: A refund for the recent transaction amounting to $55.94 was processed successfully on June 11, 2024. The refund has been issued to your **** card ending in 8534. You should see this reflected in your account within the next 5-7 business days.
  We strive to ensure a seamless experience for our customers, and I apologize that this was not the case for you. If you have any further questions or require additional assistance, please feel free to contact our customer service team at ***************** Contact Information] or via email at **********************************.

  
  Thank you for your understanding and patience.

  
  Best regards,
  Noor Support Team

  Customer response

  06/12/2024

   
  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

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 6 month supply for myself a 6 month supply for my mom and a 3 month supply for my sister. It didnt work for any of us. It made my hair fallout and my edges look worse. I contacted the company and they had the nerve to say it probably wasnt properly applied and 1 rep said I would get zero back without sending the empty bottles. Nowhere in the 6 month money back guarantee did it say that. These people are preying on black women

  Business response

  05/16/2024

  Hi *******************************,

  Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience and distress you and your family have experienced. Your feedback is incredibly important to us, and we take these matters very seriously.
  

  Firstly, we are truly sorry to hear that our product did not meet your expectations and that you experienced adverse effects. The health and satisfaction of our customers are our top priorities, and we regret that our product did not work as intended for you and your family.

  
  Regarding the issues you encountered with our customer service, we apologize for any confusion or frustration caused by the information provided by our representatives. Our intention is never to cause inconvenience but to ensure our customers have the best possible experience with our products.
  Our standard policy for processing refunds under the 6-month money-back guarantee does require the return of empty bottles to verify the purchase and usage period. However, we understand that this may not have been clearly communicated. We will review our guarantee documentation to ensure it is clear and transparent for all our customers moving forward.

  
  To resolve this issue, we have processed a full refund for your order number NH100581. You do not need to return the empty bottles.
  Additionally, we would appreciate any further details you can provide about your experience, including application methods and any other products used concurrently. This information will help us improve our product and prevent similar issues in the future.

  
  We will also review and enhance our customer support training to ensure clear, accurate, and empathetic communication with our valued customers.
  We deeply regret any impression that our company is preying on any community. Our mission is to provide products that support and enhance the beauty and confidence of all our customers, and we are committed to ensuring that everyone feels respected and valued.

  
  Please contact us directly at **************? or ****************************************** if you have any further questions or concerns.

  
  Thank you for giving us the opportunity to make this right. We appreciate your patience and understanding.

  
  Sincerely,

  Noor Support Team

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 2 bundles of product from the vendor, 1 for myself and the other for a friend. After taking them for several months neither of us noticed any change in the condition of our hair. I reached out to the company, both via email and phone and was told I would not be able to get a full refund, but I could keep the remaining product and choose an additional one for free with a 60% refund. I didn't want that so I reached out to PayPal attempting to resolve it and convince the seller to honor its 100% hassle free money back satisfaction guarantee, but they informed me they don't dispute satisfaction issues and I should take it up with the credit card company. I did just that and was told they only dispute issues within a 60 day period and in extenuating circumstances 118 days, so now I don't know what else to do.All I wanted was the product to work as it was claimed to by the information stated by the company on its website, and if it didn't I would have the money back guarantee as a cushion. The hassle free 100% money back satisfaction guarantee is what initially sold me on the product, but now I am experiencing something different. The guarantee is not real because I haven't been able to get a refund like I asked for.I have no issue with returning the remaining product as long as they provide a prepaid shipping label. This company is fraudulent as as are some of the images used in the reviews, which I saw on YouTube.PLEASE HELP!

  Business response

  04/01/2024

  To whom it may concern,

  
  I am writing in response to the complaint filed against us regarding the refund for the purchase of our hair care product. We appreciate the opportunity to address the concerns raised by the customer.

  Upon reviewing the complaint, it appears that the customer is dissatisfied with the results of our product and has sought a refund under our advertised 100% hassle-free money-back satisfaction guarantee. We understand the frustration the customer may be experiencing and sincerely apologize for any inconvenience caused.

  It is our policy to stand behind the efficacy of our products and to ensure customer satisfaction. However, it is important to note that our product is designed to deliver noticeable results over a period of continuous usage, typically within four months. We acknowledge that individual experiences may vary, and it is possible that the full benefits of the product may not be apparent within a shorter timeframe.
  In response to the customer's complaint, we processed a refund of $156 via PayPal as requested, even though the product or bottle was not returned to us. This decision was made in good faith to uphold our commitment to customer satisfaction and to provide a resolution in a timely manner. Additionally, we would like to clarify that our company offers a generous 180-day return policy to ensure that customers have ample time to evaluate the effectiveness of our products.
  We regret any miscommunication or inconvenience the customer may have experienced in their attempts to resolve the issue. While we strive to provide exemplary customer service, we understand that there may have been challenges in this instance. We apologize for any frustration caused by the interaction with our customer service team and will take steps to ensure that similar situations are addressed more effectively in the future.

  
  Furthermore, we are committed to addressing the customer's concerns regarding the authenticity of reviews and images used in our marketing materials. We take allegations of fraudulent practices seriously and will investigate the matter thoroughly to uphold the integrity of our brand.

  
  Regarding the $149.95 that we are unable to refund due to the dispute filed by the customer in PayPal, we apologize for any inconvenience this may have caused. Unfortunately, once a dispute is initiated through PayPal, we are bound by their resolution process and are unable to refund the disputed amount until the matter is resolved.
  In conclusion, we are willing to provide a prepaid shipping label for the return of the remaining product, as requested by the customer. We value their feedback and are dedicated to resolving this matter to their satisfaction.

  
  Thank you for bringing this matter to our attention, and please do not hesitate to contact us if you require any further assistance or clarification.

  
  Sincerely,

  Noor Support Team

• Initial Complaint

  03/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 3/4/24, I placed an order with Noor Hair for 2 products, ******** oil and Love Serum. The total cost of this order was $74.20. The order number for that product is NH114226. As of 3/15/24, I had not received the order. I called the company to try and resolve the issue, but was NOT successful. The representative hung up during the call. I was NOT able to satisfy the dispute. I have emailed the company more than 3 times asking where the order (NH114226) is and what is the issue with delivery. I am repeatedly told the same thing "orders are running behind and it will be sent out to you by the end of the week". I have not received the order (NH114226) as of 3/21/24.On 3/8/24, I ordered another product (Collagen/ Order Number NH114696) from Noor Hair. This order was placed before I expereinced the delay in the initial order - NH114226. Order number NH114696, was delivered on 3/16/24. As a result of the poor business practices regarding the first order (NH114226) I decided to return all products to this company. The total cost of the second order (NH114696) was $27.07. I have filed a dispute with my bank to try and recoup my money. If the product is ever delivered I will not accept it and it will be returned to the company immediately. I was told that if I return products to Noor Hair it will be at my expense. I want any money spent to return the items refunded to me as well.

  Business response

  03/27/2024

  Dear *********************,

  
  I hope this message finds you well. I am writing to provide an update regarding your recent order NH114226 with Noor Hair.
  Upon reviewing the details of your order, it appears that there was a delay in fulfillment due to inventory being out of stock for both the Love Hair Serum and ******** Growth Spray. We sincerely apologize for any inconvenience this may have caused.

  
  As a result of this delay and the subsequent inability to fulfill your order, we have processed a full refund of $74.20 to your original payment method ending in 3582. You should have received a refund notification email confirming the transaction.

  
  Please note that the refunded amount will be deducted from our upcoming payout on March 25, 2024, as per our standard refund process.
  We understand the frustration this situation may have caused, and we deeply appreciate your patience and understanding throughout this process. If you have any further questions or concerns, please don't hesitate to reach out to us directly.

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

  
  Warm regards,

  Noor Support Team

• Initial Complaint

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 24 Dec 2023 I purchased an introductory offer of Noor Hair Vitamins for $49 plus tax and shipping totaling $53.95 for a 30 day supply. During the ordering process 3 bottles were marked which I changed to one (1). Upon receipt of the order confirmation there was listed one bottle plus three (3) additional bottles totaling $59.97 I immediately sent an email citing My order of one bottle but someone changed it to three (3) and when I received the package the three (3) extra bottles were immediately returned. I again notified **** via email what was received versus the ordered quantity and a request for a refund of the additional product. I received him and **** and a great deal of blah blah when my latest **** generated email stated the following: "the minimum amount of bottles you can purchase is 2 (or a monthly subscription). We don't want to sell customers only 1 bottle, because we KNOW it takes at least 7 weeks to see those first amazing results, and we hate the idea of someone only buying 1 bottle and not seeing the results they want! That said, the best results are obtained with longer use. Most people who report the best results use **** for 6 months." Yet the advertisement on their website states:1 Bottle 30 days supply, $49 each plus $4.95 shipping = $53.95 saving -$30. One time payment no monthly charges".No statements that only one bottle CANNOT be ordered.It's apparent to me that **** is performing a scam, shipping extra bottles expecting the receiver to pay for more than what was ordered. I both emails and a screenshot of the bottle and Associated statements that DO NOT COINCIDE with the above statement cited by **** in her Jan 18, 2023 email when I again requested return of the $59.97 for the additional three (3) bottles. After the BBB response, it's my intention to contact the *** for fraudulent business practices.

  Business response

  01/23/2024

  Dear ***************************,

  
  I hope this message finds you well. We sincerely apologize for any inconvenience you've experienced with your recent purchase of Noor Hair Vitamins. Your satisfaction is of utmost importance to us, and we appreciate your patience throughout this process.
  After a thorough review of your case, we have processed a refund for the additional three (3) bottles that were mistakenly included in your order. The refund, totaling $59.97, was initiated on January 15, ****, and you should see the funds reflected in your account shortly. We understand the frustration and confusion caused by this error, and we want to assure you that steps have been taken to prevent such issues in the future.

  
  Regarding the discrepancy between the advertised offer and the information provided in our email responses, we sincerely apologize for any confusion. Our intention is to provide clarity and transparency to our customers, and we take your feedback seriously. We appreciate you bringing this to our attention, and we will review and update our communication to ensure alignment with our stated policies.
  We want to emphasize that we are committed to ethical business practices and customer satisfaction. Your concerns have been noted, and we will use this feedback to improve our processes moving forward.

  
  If you have any further questions or require additional assistance, please feel free to contact our customer service team. We value your business and appreciate the opportunity to address your concerns.

  
  Thank you for bringing this matter to our attention, and we appreciate your understanding.

  
  Sincerely,

  Customer Support 

• Initial Complaint

  01/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered **** products end of november the second I hit send had a bad feeling and wanted to cancel. I tried emailing and calling, no one answers the phone. I did not get a response from the support email UNTIL they had shipped the c*** out. SInce they I have been trying to get my money back returned the product as they asked once I provided a tracking number they would refund. Nothing happended. Then I contacted paypal and still not resolution. Like someone else I was told to close the paypal case BEFORE they would refund my money, Why would I trust this company. Its now mid January and I am no closer to a resolution. Maybe a class action suit? I am sure there are alot of people in this same boat.

  Business response

  01/23/2024

  Dear *******************************,

  
  I hope this message finds you well. We sincerely apologize for the inconvenience and frustration you've experienced with your recent purchase from Noor ************************ receiving your BBB complaint, we thoroughly investigated the matter and understand your concerns regarding the order and the challenges you faced in attempting to cancel it. We acknowledge the delay in our response and the difficulties you encountered in reaching our customer support team.

  
  We want to assure you that your satisfaction is our top priority, and we are committed to resolving this issue promptly. We appreciate your efforts in returning the product, and we understand that you've provided a tracking number for the returned items.
  However, we regret to inform you that, at this time, we are unable to process the refund directly due to an open dispute filed on PayPal. We have been actively working to address this matter with PayPal to expedite the resolution. We understand your frustration and appreciate your patience as we navigate through this process.

  
  It is not our intention to cause any inconvenience, and we understand the skepticism regarding the request to close the PayPal case before issuing the refund. Please be assured that we are doing everything in our power to resolve this matter swiftly and fairly.
  We value your business and take your concerns seriously. If there are any additional details or information you can provide that *** assist in expediting this process, please do not hesitate to share them with us. We remain committed to reaching a resolution that meets your satisfaction.

  
  Once again, we apologize for any inconvenience you've experienced, and we appreciate your understanding in this matter.

  
  Sincerely,
  Customer Service Team

  Customer response

  01/25/2024

   
  Complaint: 21165179
  
  I am rejecting this response because they have not really indicated they will in fact return my $******. however, I will close the paypal case and expect a full refund of $******. In in fact I do not receive said refund I will open another case with paypal and again with BBB. I would like **** to respond in writing they will return my ******. Nor will I use paypal again as they do not help with fraudsters. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  01/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased three months worth of the collagen product on September 17, 2023. I started taking it a week later and was hospitalized on September 30th for a bacteria infection. I stayed in the hospital for 5 days on antibiotics. At that time we did not know the cause. After being released I started to monitor any and everything I was taking or doing. I started to take the collagen again and started to get sick again. I had my suspicion that it was the collagen so I stop taking everything that was new to my diet. I tried the collagen again for the third time and the same illness started. I emailed NOORHAIR Support to ask for a refund and was told to send the remaining products back. I would have to pay for the return. Then email Support the Tracking number. I got a second email with two options. 1) To keep the product for part of my refund or send back product for a full refund. I sent it back via the post office with a tracking number and confirmation of pick up by NOORHAIR. Once it was picked up the post office sent me a confirmation text. I emailed the tracking number to NOORHAIR Support. I got an email back with my email copied below saying "Please email the tracking number ". They got the tracking number the was attached. At this point, they are playing games. I have forwarded another copy the the post office recipe. I just want my refund. I am not sure if others are getting sick or having a reaction or not. I just want my refund for $117.00.Thank you,******

  Business response

  01/20/2024

  Dear ******,

  
  I trust this message finds you well. We sincerely apologize for any inconvenience you have faced and appreciate your patience throughout this process.
  After a thorough investigation into your concerns, we have processed a refund of $117.00 on January 20, ****. Please note that it may take 3-7 business days for the refund to reflect on the original mode of payment used for placing the order.

  
  We understand the challenges you experienced with our collagen product, and we appreciate your cooperation in returning the items as part of our refund process. Your commitment to providing the tracking number and confirmation of pick up by NOORHAIR has been instrumental in expediting this resolution.
  If you have any further questions or require additional assistance, please feel free to contact our customer support team at [**************?

  
  Once again, we apologize for any inconvenience caused, and we appreciate your understanding as we work towards continuous improvement in our products and customer service.

  
  Thank you for bringing this matter to our attention.

  
  Best regards,
  NOORHAIR Customer Support Team

• Initial Complaint

  01/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear Madame/Sir:I made two purchases from Noor Hair on Dec 31, 2023 @20:28:35-0600 which was 10:28 pm on the internet. I ordered ************** Serum 3 month supply for $96.00 and Inadvertently ordered the ************** Serum 6 months supply for $117.00 a total of $213.00 which I still havent received as of now. An order # NH104799 was issued with the tracking number ********************** that continue to say is still in ****,**. I then send 2 modification notice by way of their website to modify my order for just the $96.00 order and to cancel the $117.00 order to no avail. I than spoke with a representative over the phone early the next morning around 9/9:30ish and explained the mistake and was told my order had already been processed an could not be modified. I spoke with someone again on Friday and again today to request a refund and was told someone will get back to me after requesting to speak with a Supervisor or someone above the Representative. I stated to the Representative that I no longer wanted the product and asked that my money be returned in full all $213.00 by way of my Banks debit card.

  Business response

  01/20/2024

  Dear ****,

  
  I hope this message finds you well. We acknowledge and appreciate the time you took to file a complaint with the Better Business Bureau, and we sincerely apologize for any inconvenience you may have experienced with your recent purchases from Noor Hair.  

  
  After receiving your BBB complaint, we promptly investigated the matter and reached out to you to address your concerns. We understand the importance of resolving such issues in a timely and satisfactory manner. We are pleased to inform you that your request for a refund has been processed, and an amount of $117 has been refunded to your Bank's debit card.

  
  We value your satisfaction as a customer, and we hope that this resolution meets your expectations. If you have any further questions or if there is anything else we can assist you with, please do not hesitate to reach out to our customer support team at [your customer support email or phone number].
  Thank you for bringing this matter to our attention, and we appreciate your understanding as we work towards continuous improvement in our customer service processes.

  
  Wishing you a pleasant day ahead.

  
  Best regards,
  ********

  Noor Hair Customer Support Team
  
  
  

  
  

• Initial Complaint

  01/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Nov. 15, 2023, I placed an order to Noor Hair totaling $215.97 for Healthy Hair Formula vitamins and **************** Weeks later when I opened the package and read instructions that the serum must be used on hair twice per day, I decided that didn't work with my hair and lifestyle. I rechecked the website return policy: "We offer a 180-Day No-Questions-Asked 100% Satisfaction Guarantee or Your Money Back. Contact ** for Return Requests." On Jan. 6, ****, I wrote to request information on how/where to return the totally unused products. On Jan. 7, I received this response: "However, as the product has already been (delivered), we are unable to process a cancellation at this stage. Once the delivery has been completed, we consider the transaction finalized" and they went on to offer free products or a 40% refund. Clearly, 180 days had not passed since my purchase. I responded, quoting the return policy from the website that day, and including my attached receipt, only to receive the same refusal email.The website lists a "support" phone number *************), which I called multiple times over several days with always the same result--a message that all associates are helping other clients and to call back.For any online purchase, I always read the website information carefully and thoroughly. Because I had heard of this company for a while and because of their seemingly professional and reputable website, I made the purchase. I expected them to honor their clear commitment to timely return requests, "no questions asked."

  Business response

  01/19/2024

  Dea rGlenda *********,

  
  We appreciate your communication and sincerely apologize for any inconvenience you've experienced. We understand the importance of customer satisfaction and want to address your concerns promptly.
  After reviewing your complaint, we acknowledge that there was a misunderstanding regarding our return policy, and we regret any confusion that *** have arisen.

  
  Our records indicate that your order, placed on Nov. 15, 2023, for Healthy Hair Formula vitamins and **************** was subject to our 180-Day No-Questions-Asked 100% Satisfaction Guarantee or Your Money Back policy. We are committed to ensuring our customers' satisfaction and want to rectify the situation promptly.

  
  We understand that the *************** did not align with your hair care routine and lifestyle, and you reached out to us on Jan. 6, ****, to initiate a return. Unfortunately, there was an error in our response, stating that the product had already been delivered and thus, a cancellation could not be processed. This was a misinterpretation on our part, and we sincerely apologize for any confusion caused.

  
  To make amends, we would like to confirm that  a full refund of $215.97 has been issued to your original payment method. Additionally, we understand that returning the product *** be inconvenient, and as a gesture of goodwill, you are welcome to keep the products you purchased as a token of appreciation.

  
  We value your patronage and would like to assure you that steps are being taken to avoid similar situations in the future. Your feedback is invaluable to us, and we appreciate the opportunity to address and resolve your concerns.

  
  If you have any further questions or require additional assistance, please do not hesitate to contact our customer support team a.

  
  Once again, we apologize for any inconvenience caused and thank you for bringing this matter to our attention. We value your trust and look forward to serving you better in the future.

  
  Sincerely,

  Noor Support Team

• Initial Complaint

  01/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased from this company in August 2023. A few months later I sent an email to cancel the next shipment and the subscription, the shipment came anyway. Email with shipment says to reply if there is a problem or if you want to cancel.I did each and every time! It is now January **** and they have continuously ignored my emails to cancel. When there is a communication In response to my email it is to tell me to call or email! Instead of doing as asked the correspondence trys to sell you more stuff at a discount. Calling does no good as they always claim to be busy. I have literally waited on the phone for hours and never had anyone answer. No results from product. So far they have dot around ****** from me, around ***** a month since August. This is a scam and they keep sending no matter what you say and taking your money.

  Business response

  01/29/2024

  Dear ***************************,

  
  I hope this message finds you well. We sincerely apologize for any inconvenience you have experienced, and we appreciate your patience as we address your concerns.

  
  Upon reviewing your case, we found that you indeed reached out to us via email on January 12, ****, requesting the cancellation of your subscription. We would like to confirm that our records indicate that your subscription was promptly canceled on January 16, ****. We understand the importance of accurate and timely cancellations, and we regret any oversight that *** have led to the shipment you mentioned.

  
  We want to assure you that your satisfaction is our top priority, and we take your feedback seriously. We acknowledge the frustration caused by the continued receipt of shipments despite your cancellation request. We are committed to resolving this matter to your satisfaction.
  It's disheartening to hear about your experience with our customer service. We are actively working to improve our communication channels and response times to prevent such issues in the future. Rest assured, we have taken note of your feedback and are implementing measures to enhance our customer support services.

  
  Regarding the charges you mentioned, we want to make things right. We will promptly review your account to ensure that there are no further charges related to the canceled subscription. If any discrepancies are found, we will take immediate action to rectify the situation and initiate a refund if necessary.

  
  
  Once again, we sincerely apologize for any frustration or inconvenience you've experienced. We are committed to ensuring a positive resolution to this matter and appreciate your understanding.

  
  Thank you for bringing this to our attention, and we look forward to resolving the issue promptly.

  
  Best regards,

  ********

  Noor Support Team

*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. ↩