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:09/19/2024

  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 have been dealing with a Keranique company problem since May with no results. In April I ordered a Keranique Introductory Kit on the Internet. In their ad, Keranique does not state the customer is signing up for continuing very expensive hair products every three months. in May my credit card was charged $63.79 with two additional charges in June and July of $53.20 for one box of hair products. immediately called Keranique to cancel and return the unopened products as their products left my hair dry, dull and, more importantly, left my scalp red, itchy and flakey. I called Keranique repeatedly and was not able to reach a person. I called ******** and entered a dispute with Keranique, Several weeks later I was able to reach an associate at Keranique who advised me the company would not take the products back or give me a refund until I closed the dispute, which I did. I then reached *** at Keranique and told her the dispute was closed. She refused to give me a return number so I could send back the hair products back. She told me to keep them and a supervisor would call about the $63.79 charge. Of course, I received no call. *** advised me that my credit card would show a credit of $53.20 for both June and July and that it would take 5 - 9 days to process. I waited two weeks and there were no credits from Keranique. I called ***, who said credits were processed on July 24, transaction #********** and on August 21, transaction **********. ******** once again confirmed Keranique did not credit my account. I would appreciate your help in getting Keranique to refund my $170.19. Keranique is the most deceptive and dishonest company with whom I have ever dealt.

  Business Response

  Date: 09/26/2024

  Dear ****, we are so sorry to hear about your experience. Our goals are for you to have a rewarding experience with both our services and products. We have processed two credits totaling $106.34 on September 20, 2024, please allow up to 3-5 business days to see the credits on your ******** account. In addition, our records show that two credits that total $106.40 were issued previously through ********, the first credit issued on July 24, 204 and the second on  August 21, 2024. We have records showing that the credits were sent to ********. As a goodwill gesture, we issued a refund check n the amount of $106.40 to cover the disputed charges. The check should arrive at your residence within the next 7-14 days. Please do not worry about returning the products, as your account has been completely closed and refunded. Your Product Specialists are happy to support you Monday through Friday from 9am-9pm EST at *************.

• Initial Complaint

  Date:08/05/2024

  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.

  July 28th I placed an order. July 29th it sent a email saying shipped **** August 3rd it shows delivered (left with individual) by **** I was home all day Saturday never got any packages literally have emailed and called non stop cant get anyone on the phone to see where my package actually is or get any type of help to stop subscription or refund!!! I order the hair care product and gummies!!! Never got ANYTHING!!! Update August 5th finally got someone on phone who then hangs up on me!!!

  Business Response

  Date: 08/16/2024

  Good Day,
  
  We are in receipt of the complaint submitted by consumer *******************************. We have investigated her claim, and below are the facts and our resolution of the matter based on the notes in her account. As an initial matter,please note that we sent out replacement shipments to the consumer on August ******. We also wrote off the balance due for the Keranique Hair and Scalp Supplements.The consumers account is closed with a zero balance. She should not receive any further shipments or charges from our company, and she may keep any products remaining in her possession.           
  
  On July 28, 2024, the consumer bought a Keranique Hair Regrowth System and Keranique Hair and Scalp Supplements from our website.  The two separate shipments were mailed from our warehouse on July 29, 2024 and *** records indicate that the packages were delivered to the consumers address on August 3, 2024.  
  
  The consumer called our *********************** on August ****** and told us that the shipments must have been delivered to the wrong address. The **************** representative processed two replacement orders for the customer that were mailed from our warehouse on August 6, 2024 and delivered to her address on August 10, 2024 per the *** tracking records.  As a good will gesture, a **************** supervisor wrote off the $119.90 balance due for the Keranique Hair and Scalp Supplements.
  
  The consumer's account is closed and she has a zero balance. She will not receive any further shipments or charges from our company, and she may keep any products remaining in her possession.
  
  We hope that we have resolved this complaint to her satisfaction as well as yours. Thank you for bringing this matter to our attention. We do apologize for any inconvenience this may have caused the consumer and greatly appreciate the opportunity to clarify this matter. In our continuing efforts to remain a good corporate citizen, we are always open to your guidance on these and other consumer matters. Please feel free to contact us if you have any further questions. 
  
  Thank you.

• Initial Complaint

  Date:07/25/2024

  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 this hair product to help fix my hair problem.It did not work like it was suppose to.I had 60 day time frame to try or get my money back.They said that the money was returned to my bank account.But I checked with my bank and they had nothing about a refund on my account. So I text ********************** and they said they sent a refund to me and the case was closed. So I wrote them a letter telling them what the product did to my hair and where was my refund seeing as I returned there product to them .I heard nothing from them and so I would contact you for some help and if nothing else I might be able to help someone else from them.Thank you.

  Business Response

  Date: 08/06/2024

  Good Day,
  
  We are in receipt of the complaint submitted by consumer *****************************. We have investigated her claim, and below are the facts and our resolution of the matter based on the notes in her account. As an initial matter, please note that we refunded $44.25 to the consumers card and mailed a $49.95 refund check to the consumer on July 29, 2024. The credit card refunds should post to the consumers account within 3 to 5 business days. The refund check was delivered to the consumers address on August 5, 2024. The consumers account is closed with a zero balance. She should not receive any further shipments or charges from our company, and she may keep any products remaining in her possession.           
  
  On March 12, 2024, the consumer accepted an initial offer of a 30-Day Supply of our Keranique 6-Piece Introductory Kit plus extra free gifts. The cost for the Keranique kit was $39.95 plus tax. As per the offer the consumer accepted, she would then receive a new 90-day supply of Keranique every 90 days at a total cost of $149.85 plus shipping - split into three monthly payments until cancelled or the product returned.
  
  The consumer then accepted a 60-day supply of our Keranique Hair & Scalp Supplements with auto-ship. The cost of the first Keranique Hair & Scalp Supplements  was a discounted $1.99 + tax for shipping and processing charged on the day the first order shipped followed by two equal payments of $59.95 + tax charged on day 30 and day 60 after shipment. As per the Keranique Hair & Scalp Supplements offer the consumer accepted, she would then receive a new 60-day supply of supplements every 60 days until cancelled or the product returned. After the first shipment, the shipping and processing cost increased to $5.99 + tax and would be charged each time a new package was shipped followed by two equal payments of $59.95 + tax charged at day 30 and day 60 after each shipment.
  
  The consumer placed her orders online through GetKeranique.com.The terms, order charges, future payment dates, as well as all other conditions were clearly disclosed on the website and on the invoice, which was included in the order she received. In order for the order to have gone through, she was required to check off an agreement box acknowledging that she understood and accepted all of the terms and conditions of the offer. Her order would not have gone through if she had not accepted the terms and checked off the agreement box.
  
  Our records indicate that the consumer was shipped a new 90-Day supply of the Keranique kit on April 11, 2024. The customer mailed us a $49.95 check to pay the first monthly installment which we deposited on May 1, 2024.  The consumer then called our *********************** on June 6, 2024 and indicated that she did not like the product.  ******************** representative wrote off all unpaid charges on the account and tried to process a refund for the $49.95 check payment for the April 11, 2024 shipment. However,the **************** representative did not handle the refund transaction correctly and the consumer was not issued the refund check at that time. Based on the consumers complaint to the BBB, we researched the account further and issued a $49.95 manual refund check to the consumer. As a good will gesture, we also issued $44.25 in credit card refunds for the previous 2 shipments.  
  
  The consumer's account is closed and she has a zero balance. She will not receive any further shipments or charges from our company, and she may keep any products remaining in her possession.
  
  We hope that we have resolved this complaint to her satisfaction as well as yours. Thank you for bringing this matter to our attention. We do apologize for any inconvenience this may have caused the consumer and greatly appreciate the opportunity to clarify this matter. In our continuing efforts to remain a good corporate citizen, we are always open to your guidance on these and other consumer matters. Please feel free to contact us if you have any further questions. 
  
  Thank you.
  
  

• Initial Complaint

  Date:06/28/2024

  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.

  I purchased the products for my wife in which they were having a special. The products ended up irritating her scalp so we didnt wish to receive any more therefore we called in to let them know but they showed no care or concern to the fact that their products caused irritation to my wifes scalp. I was only told to return the products in which I DID. Well I actually didnt even open the box and wrote RETURN TO SENDER and left it alone. 2 months LATER here I am getting charged after the fact of calling in and returning the items. No email, text or anything to let me know they were about to take money. Just took the money out of nowhere TWO MONTHS LATER. I called after being charged and was told I never returned the items and the representative refused to listen and kept telling me I was wrong horrible customer service. Why would I keep product that caused irritation? Thats not going to get used? I tried my best to explain this to the lady and she would not listen to me. I feel as if this place is a scam. Im getting charged for items I most definitely sent back to them in the original box that I did not open. Frustrated would be an understatement.

  Business Response

  Date: 07/12/2024

  We are in receipt of the complaint submitted by consumer *******************.   Please note that we refunded $59.34 to the consumer on June 28, 2024 and $59.35 on July 8, 2024. The refunds should post to the consumers account within 3 to 5 business days. The consumers account is closed with a zero balance. The consumer will not receive any further shipments or charges from our company, and he may keep any products remaining in his possession.      

  We hope that we have resolved this complaint to his satisfaction as well as yours. Thank you for bringing this matter to our attention. We do apologize for any inconvenience this may have caused the consumer and greatly appreciate the opportunity to clarify this matter. In our continuing efforts to remain a good corporate citizen, we are always open to your guidance on these and other consumer matters. Please feel free to contact us if you have any further questions

• Initial Complaint

  Date:06/13/2024

  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.

  I purchased the Keranique hair care system March 20, 2024. The website offers a money back guarantee. I received the products and used them, but didn't care for the results. I cancelled my subscription, following the return process on the website, and received return instructions with return numbers for my products April 9, 2024. I was instructed to mail them back by April 29th. I shipped them back with a tracking number of April 10th. I never received my refund. I emailed customer service numerous times and the only response I ever got was an acknowledgement email that said someone would respond within two business days. No one ever did. Then, I was subsequently billed again on May 13, 2024. I never received any additional product. I called the customer service number and found it impossible to get to a person, it literally hangs up on you if you press "0". However, one of the options is to check your active subscriptions. I chose that option and the automated system told me that I had no active subscriptions. I then disputed the charges with my bank. I thought that might be the end of it since nothing was active any longer. However, I was charged again yesterday. Nothing is showing as active in my account, nor have I ever received any additional products. I'd like these unauthorized charges stopped immediately, and a refund for the latest $50 and $60 charges.

  Business Response

  Date: 06/21/2024

  Good Day,
  
  We are in receipt of the complaint submitted by consumer ******** ****** We have investigated her claim, and below are the facts and our resolution of the matter based on the notes in her account. As an initial matter, please note that we refunded $271.74 to the consumer on June 14, 2024. The refund should post to the consumer’s account within 3 to 5 business days. The consumer’s account is closed with a zero balance. She should not receive any further shipments or charges from our company, and she may keep any products remaining in her possession.            
  
  On March 19, 2024, the consumer accepted an initial offer of a 30-Day Supply of our Keranique 6-Piece Introductory Kit plus extra free gifts. During the checkout process, she cancelled that offer when she accepted an Upsell that offered a 90-Day Supply of our Keranique 6 piece kit with an extra free Mousse and Follicle Boosting Serum added to the first shipment.  The cost for the Keranique kit was $149.85 per shipment and billed in 3 equal payments of $49.95 + tax, with auto-ship. As per the offer the consumer accepted, she would then receive a new 90-day supply of Keranique every 90 days at a total cost of $149.85 plus tax - split into three monthly payments until cancelled or the product returned.
  
  The consumer then accepted a 60-day supply of our Keranique Hair & Scalp Supplements with auto-ship. The cost of the first Keranique Hair & Scalp Supplements  was a discounted $1.99 + tax for shipping and processing charged on the day the first order shipped followed by two equal payments of $59.95 + tax charged on day 30 and day 60 after shipment. As per the Keranique Hair & Scalp Supplements offer the consumer accepted, she would then receive a new 60-day supply of supplements every 60 days until cancelled or the product returned. After the first shipment, the shipping and processing cost increased to $5.99 + tax and would be charged each time a new package was shipped followed by two equal payments of $59.95 + tax charged at day 30 and day 60 after each shipment.
  
  The consumer placed her orders online through Keranique.com. The terms, order charges, future payment dates, as well as all other conditions were clearly disclosed on the website and on the invoice, which was included in the order she received. In order for the order to have gone through, she was required to check off an agreement box acknowledging that she understood and accepted all of the terms and conditions of the offer. Her order would not have gone through if she had not accepted the terms and checked off the agreement box.
  
  Included in all of our shipments is an invoice outlining the specific payment dates and amounts that will be charged to the customer if they decide to keep the items. We also request that the customer contact our customer service department if they wish to obtain return instructions, thereby ensuring that their package will be properly received and processed by our Returns Department, and they will not be charged while their return is in transit. When a customer calls for return instructions, we direct them to return the products, whether used, empty or full, through the **** and to obtain a Delivery Confirmation Number as proof of the return. We also provide the customer with a Return Materials Authorization (R.M.A.) Number to put on the outside of their package to ensure expedited processing by us.
  
  
  Our records indicate that the consumer logged into our Customer Portal on April 9, 2024 and cancelled her auto-ship programs and requested a Return Materials Authorization number for both shipments. We immediately suspended billing until after May 13, 2024 to give the customer time to return the product.  Since the product returns were never received at our warehouse, we continued to bill the consumer per the terms disclosed to the consumer on the website and on the shipping invoice.
  
  We checked the tracking number that the consumer supplied as part of the BBB complaint and see that both of her product returns were delivered to Atlanta, GA on April 13, 2024. Our warehouse is located in College Park, GA, which is a suburb of Atlanta.  It’s possible the returns did not make it to the final destination, our warehouse in College Park, GA.  We have launched an inquiry with our logistics team to find out why the return was never received and processed in our warehouse.
  
  Since the tracking number does confirm that the packages were shipped back to us, we refunded all money paid for both of the consumer’s shipments, $271.74, on June 14, 2024.  The refund charges should post to the consumer's account within the next 3 to 5 business days.
  
  The consumer's account is closed and she has a zero balance. She will not receive any further shipments or charges from our company, and she may keep any products remaining in her possession.
  
  We hope that we have resolved this complaint to her satisfaction as well as yours. Thank you for bringing this matter to our attention. We do apologize for any inconvenience this may have caused the consumer and greatly appreciate the opportunity to clarify this matter. In our continuing efforts to remain a good corporate citizen, we are always open to your guidance on these and other consumer matters. Please feel free to contact us if you have any further questions. 
  
  Thank you.
  
  

  Customer Answer

  Date: 06/24/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.  While the facts are 98% accurate, I appreciate the willingness to make the refund and correct the situation.  
  
  Regards,
  
  ******** *****

• Initial Complaint

  Date:05/15/2024

  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 saw an ad for receiving hair regrowth supplements from Keranique for an initial amount of $10.50 for the first bottle, which I received. I understood that I would not receive any more product for 3 months and then I would have to make a payment per month. It also states on the invoice that I have 120 days to cancel. I submitted a cancellation online and in an email within the first 30 days of initial receipt of product. While doing so, I noted a payment schedule shown on the invoice, which states that I owed money beginning 3 days AFTER I requested cancellation. But while requesting cancellation online, the company stated that I owed over $100. For what? I already paid for the first bottle. And I canceled the subscription within 120 days.The information given in the ad is deceiving and does not make clear what the payment expectations are BEFORE signing up for the subscription.I want all remaining balances to be cleared.

  Business Response

  Date: 05/22/2024

  Good Day,
  
  We are in receipt of the complaint submitted by consumer ***********************. We have investigated her claim, and below are the facts and our resolution of the matter based on the notes in her account. As an initial matter, please note that we refunded $10.50 to the consumer on May 16, 2024 and wrote off the $104.89 unpaid balance on the account. The refund should post to the consumers account within 5 to 10 business days. The consumers account is closed with a zero balance. She should not receive any further shipments or charges from our company, and she may keep any products remaining in her possession.            
  
  On April 14, 2024, the consumer accepted an initial offer of a 30-Day Supply of our Keranique Hair & Scalp Supplements. The cost for the 30-Day supply was $10.00 + tax, with auto-ship. During the check-out process, she cancelled that offer when she accepted an Upsell that offered a 90-Day Supply of our Keranique Hair & Scalp Supplements priced at $109.90 + tax, with auto-ship. The customer agreed to be charged $10.00 + tax upon shipment followed by two more $49.95 payments charged at day 30 and day 60 after shipment. The customer was mailed a 90 Day supply of product (1 bottle and 2 pouches containing a 30 day supply of product each). As per the offer the consumer accepted, she would then receive a new 90-day supply of Keranique Hair & Scalp Supplements every 90 days at a total cost of $149.85, plus tax - split into three monthly payments until cancelled or the product returned. Every shipment was eligible for a 120- day money back guarantee.
  
  The consumer placed her orders online through keranique.com/supplements. The terms, order charges, future payment dates, as well as all other conditions were clearly disclosed on the website and on the invoice, which was included in the order she received. In order for the order to have gone through, she was required to check off an agreement box acknowledging that she understood and accepted all of the terms and conditions of the offer. Her order would not have gone through if she had not accepted the terms and checked off the agreement box.
  
  Included in all of our shipments is an invoice outlining the specific payment dates and amounts that will be charged to the customer if they decide to keep the items. We also request that the customer contact our customer service department if they wish to obtain return instructions, thereby ensuring that their package will be properly received and processed by our Returns Department,and they will not be charged while their return is in transit. When a customer calls for return instructions, we direct them to return the products, whether used, empty or full, through the **** and to obtain a Delivery Confirmation Number as proof of the return. We also provide the customer with a Return Materials Authorization (R.M.A.) Number to put on the outside of their package to ensure expedited processing by us.
  
  Our records indicate that the consumer logged into our Customer Portal on May 15, 2024 and cancelled her auto-ship program and requested a Return Materials Authorization number for the first (and only) shipment. We immediately suspended billing until after  May 29, 2024 in order to give the customer time to return the product.  The customer filed a ******************** complaint on May 16,2024 and has not returned the product to our warehouse yet.
  
  As a good will gesture, and an exception to our policy that states that orders must be returned for a refund, we refunded all money paid for her only shipment,$10.50, on May 16, 2024 and wrote-off the unpaid balance of $104.89 from that shipment. The refund charges should post to the consumer's account within the next 5 to 10 business days.
  
  The consumer's account is closed and she has a zero balance. She will not receive any further shipments or charges from our company, and she may keep any products remaining in her possession.
  
  We hope that we have resolved this complaint to her satisfaction as well as yours. Thank you for bringing this matter to our attention. We do apologize for any inconvenience this may have caused the consumer and greatly appreciate the opportunity to clarify this matter. In our continuing efforts to remain a good corporate citizen, we are always open to your guidance on these and other consumer matters. Please feel free to contact us if you have any further questions. 
  
  Thank you.
  

• Initial Complaint

  Date:05/14/2024

  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.

  I made my first purchase from Keranique on April 26th 2024 it is May 14th and Ive still not received my products Ive tracked the items with the tracking information that Keranique sent me through email also on the day i purchased the products Ive tried to track the products and Ive gotten that the products was last in **** and have to today still not updated it says still on Ohio **** was suppose to be Expidited shipping obviously thats not the case I have tried to contact Keranique multiple times 5 times through email which I got one email back saying that they would get ahold of me in approximately 1-2 days never heard from them Ive call 7x getting a record that says they will be with me momentarily and j could press 1 to leave a name and call back number and they would call me in the order they received my call but when you press one it does nothing and Ive sat on the phone up to 45 mins on speaker and no one ever got on the call this was all 7x Ive gotten ahold of *** and its also automated and says Im that they need a correct tracking number it showed hat my mail carrier had a pre shipping label for the products but as of today it was no longer on there I have gotten ahold of no one for h*** in this matter and j dont no what else to do for this matter it shows my next shipping order is **** it was to be three months and Ive not received the first preset after almost three weeks my next step is calling my bank and dokng whatever it is I have to do to get my money back for the merchandise Ive never received j jus need h*** and some directions please

  Business Response

  Date: 05/16/2024

  Good Day,
  
  We are in receipt of the complaint submitted by consumer *************************.  As an initial matter, please note that we refunded $53.45 to the consumer on May 15, 2024. The refund should post to the consumers account within 3 to 5 business days. The consumers account is closed with a zero balance and her subscription is cancelled. She should not receive any further shipments or charges from our company.   
  
  Based on the **** tracking assigned to this shipment, it appears that the parcel was lost in transit. The parcel was shipped from our GA warehouse on April 25, 2024. The last **** tracking is dated April 29, 2024 with the package being en-route to **********, **.  If the parcel does eventually get delivered to the consumers home, she may keep the products with our compliments.
  
  We hope that we have resolved this complaint to her satisfaction as well as yours. Thank you for bringing this matter to our attention. We do apologize for any inconvenience this may have caused the consumer and greatly appreciate the opportunity to clarify this matter. In our continuing efforts to remain a good corporate citizen, we are always open to your guidance on these and other consumer matters. Please feel free to contact us if you have any further questions. 
  
  Thank you.

• Initial Complaint

  Date:03/14/2024

  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 no longer want to receive Keranique shampoo and conditioner. Please stop sending your products to:*********************************** *************************************************************

  Business Response

  Date: 03/18/2024

  Good Day,
  
  We are in receipt of the complaint submitted by consumer *******************************.  As an initial matter, please note that we refunded $38.70 to the consumer on March 15, 2024.  The refund should post to the consumers account within 3 to 5 business days. The consumers account is closed with a zero balance. She should not receive any further shipments or charges from our company, and she may keep any products remaining in her possession.           
  
  Upon receipt of this BBB complaint, we reviewed the consumers history with our company. On July 3, 2023, the consumer placed an order for a Keranique Shampoo & Conditioner set, with auto-ship. As per the offer the consumer accepted, she would then receive a new supply of the Keranique Shampoo &Conditioner every 60 days thereafter until cancelled or the product returned.
  
  Included in all of our shipments is an invoice outlining the specific payment dates and amounts that will be charged to the customer if they decide to keep the items. We also request that the customer contact our customer service department if they wish to obtain return instructions, thereby ensuring that their package will be properly received and processed by our ******************* and they will not be charged while their return is in transit. When a customer calls for return instructions, we direct them to return the products, whether used, empty or full, through the **** and to obtain a Delivery Confirmation Number as proof of the return. We also provide the customer with a Return Materials Authorization (R.M.A.) Number to put on the outside of their package to ensure expedited processing by us.
  
  Since the customer never contacted us to cancel her auto ship program or returned a shipment to our warehouse, we continued to ship a new supply of product every 2 months from September 2023 through March 2024, for a total of 4 auto shipments.
  
  We contacted the consumer by phone on March 15, 2024 to discuss her account. As a good will gesture, and an exception to our policy that states orders must be returned for a refund, we refunded $38.70 for the consumers last shipment on March 2, 2024. The refund charges should post to the consumer's account within the next 3 to 5 business days. The consumer's account is closed and she has a zero balance. She will not receive any further shipments or charges from our company, and she may keep any products remaining in her possession.
  
  We hope that we have resolved this complaint to her satisfaction as well as yours. Thank you for bringing this matter to our attention. We do apologize for any inconvenience this may have caused the consumer and greatly appreciate the opportunity to clarify this matter. In our continuing efforts to remain a good corporate citizen, we are always open to your guidance on these and other consumer matters. Please feel free to contact us if you have any further questions. 
  
  Thank you.
  

• Initial Complaint

  Date:10/09/2023

  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.

  Ordered product from them I specifically made sure it was not a subscription based order. However, two month later I was charged again and when I phoned up they said I had a subscription purchase. This is the SECOND time this has happened with this company. I told them I didn't want product. However, I can only get my money back if I pay for product to be returned.I truly think that this company is running some sort of scam here.

  Business Response

  Date: 02/02/2024

  Good Day,
  
  We are in receipt of the complaint submitted by consumer *****************************. First, we apologize for how long it took for us to respond.  We just recently got access to the BBB website to receive and respond to consumer complaints.
  
  We have investigated her claim, and below are the facts and our resolution of the matter based on the notes in her account. As an initial matter, please note that we refunded a total of $52.26 to the consumer on January 24, ****. The refund should post to the consumers account within 5 to 10 business days. The consumers account is closed with a zero balance. She should not receive any further shipments or charges from our company, and she may keep any products remaining in her possession.           
  
  On August 8, ****, the consumer ordered a 60-day supply of the Keranique Hair Regrowth Treatment, with auto-ship. As per the offer the consumer accepted, she would then receive a new 60-day supply of the Keranique Hair Regrowth Treatment every 60 days at a total cost of $49.30 plus tax per shipment. The only way the customer could receive this price was by selecting the auto-replenish option on the Keranique Hair Regrowth Treatment product page.  If she bought 2 units of this product (which is a 60-day supply) using the One-Time Purchase option, the total price would have been $58.00, which is 15% higher than the product cost with auto-ship.
  
  The consumer placed her order online through www.shop.keranique.com.The terms, order charges, payment dates, as well as all other conditions for each auto ship program were clearly disclosed on the website and on each invoice, which was included in each shipment she received. The customer also received an order confirmation email that described the terms, order charges and future shipment timing and a link to manage her account through our online customer portal.
  
  Included in all of our shipments is an invoice outlining the specific payment dates and amounts that will be charged to the customer if they decide to keep the items. We also request that the customer contact our customer service department if they wish to obtain return instructions, thereby ensuring that their package will be properly received and processed by our Returns Department,and they will not be charged while their return is in transit. When a customer calls for return instructions, we direct them to return the products, whether used, empty or full, through the **** and to obtain a Delivery Confirmation Number as proof of the return. We also provide the customer with a Return Materials Authorization (R.M.A.) Number to put on the outside of their package to ensure expedited processing by us.
  
  Since we never received a product return and the consumer did not contact our company to cancel her Keranique Hair Regrowth Treatment auto-ship program, we shipped another 60-day supply to the consumer on 10/6/2023 and charged the consumer $52.26 ($49.30 + $2.96 sales tax).
  
  The consumer contacted our *************************** on 10/9/2023 asking about her charges and claimed that she had already cancelled the subscription (auto-ship) and did not order anything new. The **************** Representative advised the consumer that she was still in an active auto-ship program. The representative promptly cancelled the auto-ship program and issued a Return Material Authorization number and return instructions for the consumer to return the product so that we can issue a refund, per the Money-Back Guarantee published on our website and communicated on every shipping statement.
  
  Based on the customers complaint to the BBB, we realize that she may not have understood that the lower price was only for orders that are attached to an auto-ship program. Therefore, in good faith, we refunded the $52.26 charged for the 10/6/2023 auto-ship. The refund should post to the customers account within 5 to 10 business days.
  
  We hope that we have resolved this complaint to her satisfaction as well as yours. Thank you for bringing this matter to our attention. We do apologize for any inconvenience this may have caused the consumer and greatly appreciate the opportunity to clarify this matter. In our continuing efforts to remain a good corporate citizen, we are always open to your guidance on these and other consumer matters. Please feel free to contact us if you have any further questions. 

  
  Thank you.
  

• Initial Complaint

  Date:07/26/2023

  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.

  Ordered product 1-2 months ago and paid at time. No plans to reorder. Recieved call asking me to pay $200 dollars for remaining balance. I refused.

  Business Response

  Date: 02/19/2024

  Good Day,
  
  We are in receipt of the complaint submitted by consumer ***********************. First, we apologize for how long it took for us to respond.  We just recently got access to the BBB website to receive and respond to customer complaints.
  
  We have investigated her claim, and below are the facts and our resolution of the matter based on the notes in her account. As an initial matter, please note that we refunded $70.53 to the consumer on 1/24/2023. We also waived the $240.68 balance due on the account. The consumers account is closed with a zero balance. She should not receive any further shipments or charges from our company, and she may keep any products remaining in her possession.     
  
  On 6/13/2023, the consumer accepted an initial offer of a 30-Day Supply of our Keranique 6-Piece Introductory Kit. During the checkout process,she cancelled that offer when she accepted an Upsell that offered a 90-Day Supply of our Keranique 6 piece kit with a discounted Mousse added to the first shipment. The cost for the Keranique kit was $149.85 per shipment and billed in 3 equal payments of $49.95 + tax, with auto-ship. We added the discounted Mousse charge, $12.47 to the first payment so the customer paid $68.35 upon shipment and still owed 2 payments of $49.95 + tax (for a total of $109.39) for the balance of that shipment.
  
  The consumer then accepted a 60-day supply of our Keranique Hair & Scalp Supplements with auto-ship. The cost of the first Keranique Hair & Scalp Supplements  was a discounted $1.99 + tax for shipping and processing charged on the day the first order shipped followed by two equal payments of $59.95 + tax charged on day 30 and day 60 after shipment. We charged the customer $2.18 ($1.99 S&P and $0.19 sales tax) upon shipment and the customer owed an additional $131.29 ($119.90 +$11.39 sales tax) for that shipment.
  
  The consumer placed her order online through www.keranique.com.The terms, order charges, payment dates, as well as all other conditions were clearly disclosed on the website and on the invoice, which was included in the order she received. In order for the order to have gone through, she was required to check off an agreement box acknowledging that she understood and accepted all of the terms and conditions of the offer. Her order would not have gone through if she had not accepted the terms and checked off the agreement box.
  
  Included in all of our shipments is an invoice outlining the specific payment dates and amounts that will be charged to the customer if they decide to keep the items. We also request that the customer contact our customer service department if they wish to obtain return instructions, thereby ensuring that their package will be properly received and processed by our Returns Department,and they will not be charged while their return is in transit. When a customer calls for return instructions, we direct them to return the products, whether used, empty or full, through the **** and to obtain a Delivery Confirmation Number as proof of the return. We also provide the customer with a Return Materials Authorization (R.M.A.) Number to put on the outside of their package to ensure expedited processing by us.
  
  Based on the consumers complaint to the BBB, we apologize that she may not have realized that she accepted the Upsell and Cross Sell offers on our website and owed additional money on her shipments. Therefore, in good faith, we refunded the $70.53 in charges made to Keranique and waived the outstanding balance.
    
  We hope that we have resolved this complaint to her satisfaction as well as yours. Thank you for bringing this matter to our attention. We do apologize for any inconvenience this may have caused the consumer and greatly appreciate the opportunity to clarify this matter. In our continuing efforts to remain a good corporate citizen, we are always open to your guidance on these and other consumer matters. Please feel free to contact us if you have any further questions. 
  
  Thank you.