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:04/06/2025

  Type:Order 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.

  Predatory sales tactics, I made a ONE time purchase and they apparently signed me up for a subscription without my consent. Then they make it nearly impossible to cancel, this may pass from scummy to criminal quite frankly.

  Business Response

  Date: 04/11/2025

  The Beard Club is a cancel at any time subscription service.On February 6th, this customer signed up for a monthly renewing subscription for selected beard growth and grooming products. On February 6th he was sent confirmation of his enrollment in this subscription as well as an invitation to register for our online portal for easy subscription management.On March 3rd and April 3rd, this customer was sent emails reminding him of the upcoming scheduled renewal order. He declined to make any changes to his account before each of these orders processed. On April 6th after the renewal order processed as scheduled, the customer contacted customer support via email. He received a response from our support team within a matter of hours and the order was canceled and refunded at his request and the subscription was canceled.

• Initial Complaint

  Date:03/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So I purchased from The beard club on January 16 or 19 my expected delivery date was January 25. It is now march Ive contacted them asking for my money back and they keep telling me to get back to them if my shipment doesnt move well its been two weeks and its still in the same spot I dont want a replacement item I want a refund

  Business Response

  Date: 03/07/2025

  This customer placed on order on our website on January 21st. On February 19th, the customer contacted us to report they had not received their order. Even though the package was delayed, there had been recent activity on the package tracking, so our customer support team requested that the customer wait a few days to see if the package continued moving and to let us know within one week if the package still had not been received. The customer did not contact us again until March 1st. As the customer had not received his order and there was no additional movement on the package, we offered to send the customer a replacement package. He declined the replacement package, so a refund was issued instead on March 3rd.

  Customer Answer

  Date: 03/07/2025

  Hey ********* thank you for the help they have resolved the issue annd refunded me after they received the complaint from yall thank you again!
  Sent from my iPhone

  
  
  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.
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:12/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased their advanced beard growth kit which included their version of a derma roller. Inside the packaging it included a manual for proper/recommended usage and maintenance for the derma roller. Including weekly usage and proper cleaning steps where provided. My concern was they only mention using their derma roller cleansing product which is not included in the kit and also no mention of other safe or recommended alternatives. Therefore for safety concerns I can't use their derma roller because I have no way of sanitizing the derma roller before and after usage.

  Business Response

  Date: 12/19/2024

  Our derma roller cleansing spray is readily available to purchase on our website and ******* This customer just choose not to buy it. When he contacted customer service asking how he could clean the derma roller without it, he was advised to use isopropyl alcohol. We also list isopropyl alcohol on our website as an alternative to our branded cleansing spray.

  Customer Answer

  Date: 12/19/2024

  [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.
  
  Regards,
  
  **** ******

• Initial Complaint

  Date:11/23/2024

  Type:Sales and Advertising 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 a 1 time purchase on October 23, 2024. Today, I am being charged $ ***** under the guise of a subscription plan that I was not made aware of. Going back through the purchasing process, there is no mention of a subscription plan. This was done without my knowledge or consent. Once I was able to login to an account using my email, I immediately went to cancel the subscription and found that this company made all the items in the kit individual items that had to be cancelled 1 at a time. On top of that, there was 5 screens of cancellation confirmations per item. I have emailed the company requesting an immediate refund of the $ ***** I was charged without consent and contacted my bank as well.

  Business Response

  Date: 11/25/2024

  On October 23rd, the customer placed on order on our website and enrolled in a monthly renewing subscription for selected beard growth products. Immediately after making this purchase, he received an email confirming his enrollment in this subscription. On November 20th, 3 days prior to the scheduled renewal, the customer received an email reminding him of the upcoming renewal order and instructing him to make any necessary changes to his order before the scheduled renewal date, either by contacting customer support or logging into his online portal. The customer declined to make any changes to his subscription before the scheduled renewal date.

  
  After the customers renewal order charged and processed as scheduled on November 23rd, he contacted customer support and requested an order cancellation. The order was canceled and refunded as requested.

  
  Our subscriptions are highly customizable and subscribers are able to add, remove, and set the desired shipment scheduled for each individual item in their subscription. We want our customers to be able to receive the products they want exactly when they need them. As such, subscriptions for each item must be canceled separately; however, the whole subscription cancellation process takes less than one minute.

• Initial Complaint

  Date:11/17/2024

  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.

  Monday November 11, 2024 9:39 PM CT is the purchase time and date. The order number #TBC3994620. They are false advertising what they are sending out versus what you believe to be getting in the product. This was a gift and I ordered the most expensive kit as this was our first time using them, they were having a "sale" so we had some discounts and wanted to try everything they had to offer. The package we purchased was missing some items, 4 to be exact. To list the items that were supposed to be included in the box we specifically wanted which is why we bought the most expensive one....(item #1 sandalwood beard balm, item #2 beard and scruff cream, item #3 travel bag, lastly item #4 the beard/hair trimmer PT45). These items specifically the travel bag were included in the cheaper versions as well but yet we didn't receive what we paid for. Their customer service is a joke! Don't advertise one thing then proceed to send out another completely different package. When I finally got a hold of a customer service *** this is what they told me "Regarding your order, it seems that the Ultimate Growth Kit you purchased differs slightly from the version displayed on our website." Slightly? This is missing 4 key items that we PAID for? How is this even allowed. Also it didn't state that when purchasing which would have been nice to know since we specifically bought that one and used our hard earned money to get the items we wanted! In this economy? How sad! After doing some more research after the fact I found plenty of people who have had similar issues. How is this company still working? This needs to be fixed and resolved.

  Business Response

  Date: 11/18/2024

  As customer support already explained to this customer, we do not have a kit that includes all of the items that she wanted to purchase. The PT45 trimmer alone retails for $85, so it would never be included in a kit with 15 other items for $75. The customer likely looked at several different kits and forget what was included in each. There were no deceptive practices here, just a mistake on the part of the customer. She has already been given instructions on how to return her order for a refund.

  Customer Answer

  Date: 11/18/2024

  
  Complaint: 22568321
  
  I am rejecting this response because: what you displayed on the website of the products that we were purchasing were not the same items we received. This is still false advertising. And frankly a scam way to run a business. 
  
  
  
  Regards,
  
  ******* ****

• Initial Complaint

  Date:11/14/2024

  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 made a purchase with The Beard Club based on an advertisement that I saw on Instagram on October 6, 2024 for some products totaling $68.90. This purchase was intentional and I received the products in a timely manner - but not without having to directly contact the company. Their customer management system did not register my order, but it sure as heck charged my card. The company rectified this and did eventually send the products. At no point was I made aware - or capable of knowing - that I had been put on a subscription plan. I was charged an exorbitant amount for product refills on November 7, 2024 ($90.90... this was a shock) that I never requested, nor did I have knowledge that I had been signed up for. Due to the company's defective customer portal, I had no way of accessing an account that would have told me any of this (after all, I had to reach out to the company's support email for the very first order due to the same problem). When I asked to return the products, I was not given any return label as is customary for a business to provide when an item is returned. Instead, I will have to foot the cost of the return shipment *********, I was fraudulently charged $90.90 for products that I did not want, could not have known I was signed up for, and now I get to pay even more money to return them to this company. I am fairly certain this is fraud. If it isn't fraud, it's certainly a very bad business model.

  Business Response

  Date: 11/18/2024

  On October 6th, this customer placed on order on our website and enrolled in a monthly renewing subscription for selected beard growth products. At the time of checkout, he entered his email address as ******************* so his account was created under this email. Immediately after making this purchase, he received an email confirming his enrollment in this subscription. On November 3rd, 3 days prior to the scheduled renewal, the customer received an email reminding him of the upcoming renewal order and instructing him to make any necessary changes to his order before the scheduled renewal date, either by contacting customer support or logging into his online portal. The customer declined to make any changes to his subscription before the scheduled renewal date.
  
  On November 6th, the renewal order charged and processed as scheduled and the customer received an order confirmation email. On November 8th, the customer received another email stating his order had shipped.
  
  On November 13th, the customer finally contacted customer service stating he did not intend to sign up for a subscription and he wanted to cancel and refund the November 6th renewal order. He also stated that he had trouble logging into his account and we determined that he had been attempting to log in under an email address different than the one he entered at checkout. Customer support canceled the subscription at his request but informed him that since the order had already shipped, it would need to be returned in order to be refunded. Our return policy clearly states that we do not pay for return shipping and this policy was available for the customer to view at the time he made his initial purchase.

  Customer Answer

  Date: 11/18/2024

  [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.

  I would, however, like to note that at no point was I made aware of the fact that the email address ****************** was used to register a profile on their website.

  This entire affair could have been avoided if this had been made clear when I first reached out via email to the company. They failed to inform me.

  The products have been returned. I still think it should be noted that this company was not forthwith in its communications - and I find it suspect that they did not inform me an incorrect email was used to register on their site (an autofill error on the part of Instagram where I first found their product).

  
  Regards,
  
  ********* ****

• Initial Complaint

  Date:10/11/2024

  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 two separate complaints about this company.The first was regarding order #TBC3836198. This order was sent, but never delivered. When I use the tracking information, it leads me from *** to ****. **** shows it as ready for pick up at our local post office. When I went there, they did not have the order and explained that it was shipped to a PO Box (I don't have a PO Box), and that they don't have it. So this order was never received and they said they would only issue a refund when it is marked as "return to sender". I don't have the capability to do that and it has been over a month!Then, on top of this, they auto-enrolled me in an even more expensive subscription without my knowing (which sounds like a common business practice of theirs looking at prior complaints on BBB). I wish I would have read these complaints prior to ordering. I requested this order be cancelled and refunded IMMEDIATELY, but received no response.

  Business Response

  Date: 10/16/2024

  The Beard Club is a monthly cancel at any time subscription company.This customer placed on order on our website on September 11th for selected beard growth and grooming products. At the time of this order, he signed up for a subscription for the consumable items in this order. Immediately after placing the order, the customer received an email confirming his enrollment in this subscription.

  
  On September 30th, the customer contacted customer support to report he had not received his order. Customer support provided tracking information to the customer indicating the package was available for pick-up at his local post office. Customer was advised to pick up the package as we are unable to issue refunds for packages that are available for pick-up.

  
  On October 8th, the customer was sent an email reminding him of his scheduled upcoming renewal order. He declined to make any changes to his subscription prior to the scheduled renewal date. On October 11th,after the renewal order processed, the customer contacted customer support and requested for the order to be canceled. The renewal order was canceled and refunded prior to shipment.

  
  No refund is currently owed on the customers original September order as it is still available for pick-up at his local post office.We can only issue a refund if the hold expires and the post office ships the package back.

• Initial Complaint

  Date:08/26/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 a purchase for the starter growth kit in late July. At no point throughout this process was I notified that I was also enrolling in a monthly subscription. I have went back and scrubbed through all of the subsequent emails that I received, looking for any sort of confirmation email showing a subscription. Further, my order confirmation email had no subscription language in it — only a simple outline of the original growth kit ordered as a one time purchase. A month later (today), I received an email showing that my (new) order had been shipped, as part of my subscription that I had not agreed to. I was taken by surprise, as I had missed their previous email 4 days prior showing that a new order had been confirmed. As I missed that email, I lost my chance to cancel the order, which I understand - as the package had already been shipped. I emailed customer service, who provided me the return address - for me to return at my own cost. While I will continue with the return process, I find it predatory that the company takes every measure to lace their own pockets, even from products that were not agreed upon purchases, ESPECIALLY when those customers want to return their orders. Having the customer bear the cost of return shipping, when enrolling them unknowingly into a subscription service, is unethical to say the least.

• Initial Complaint

  Date:08/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered some beard oil from this website a couple weeks ago ( July 15. 2024) and with this order I made a one time purchase. Fast forward to last week (August 13) I received an email about my subscription and that another bottle was going to be sent to me. Mind you, I never signed up for any subscription I just made a one time purchase, but they took it upon themselves to put me under a subscription. Not only did they subscribe me without authorization, but my card information was saved to this site without my permission. I’ve contacted them four separate times. The first email I sent was about wanting the subscription canceled and having my card information removed. The reply I was given was them trying to convince in different ways for me to keep the subscription. I didn’t like this response because it was like they completely disregarded the fact that I never signed up for a subscription and they were basically trying to get me to keep it. So I had to create an account with the website and cancel the subscription myself. They also never addressed the card situation. So again I emailed them about my card being saved under the account because there is no way on my end for me to delete my card from the account it just gives me an option to add another card. I waited two days for a response and didn’t receive one so I sent another email on friday, which again I didn’t receive a response. Their website specifically says that the only way to get the information removed from the account is to contact and ask for its deletion. I have been contacting them continuously but the issue still hasn’t resolved. All I am asking is that they remove my card and delete the account entirely as I don’t want any of my information to be stored on this site or for this company. I’ve included screenshots of the emails as well as a screenshot of the policy on their site that states the only way to have this information deleted is through contacting them.

  Customer Answer

  Date: 08/20/2024

  I was emailing to inform you that the issue I was having with The Beard Club has been resolved. They finally reached back out to me and informed me that my card has been removed from the account. Thank you for all of your help!
  

• Initial Complaint

  Date:08/14/2024

  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.

  When I signed up for Beard Club, I was under the impression that I was simply making a one-off purchase. It is nowhere disclosed to the buyer that they're signing you up for a subscription service; at least not in any noticable way (I didn't even have an account until I cancelled my subscription). If I didn't check my emails or my bank statement, they would have robbed me blind

  Business Response

  Date: 08/14/2024

  On July 14th, the customer placed on order on our website and enrolled in a monthly renewing subscription for selected beard growth products. Immediately after making this purchase, he received an email confirming his enrollment in this subscription. On August 11th, 3 days prior to the scheduled renewal, the customer received an email reminding him of the upcoming renewal order and instructing him to make any necessary changes to his order before the scheduled renewal date, either by contacting customer support or logging into his online portal. The customer declined to make any changes to his subscription before the scheduled renewal date.

  
  On August 14th, the renewal order charged and processed as scheduled and the customer received an order confirmation email. The customer did not contact customer support at any time. However, we have now been able to cancel and refund the customers renewal order since he has indicated he is not interested in receiving the product from the subscription he signed up for. **** confirmed he has successfully canceled his subscription and will not be receiving any more charges going forward.