Complaints

• Initial Complaint

  01/09/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered their product but it was never deliveredthey took money out of my account before confirming of delivery the product still hasnt been delivered! Ordered December 9, 2024 still shows out for delivery, its been a month and they have my money and I dont have the product! Why would they say that they sent it but it really hasnt ever been sent out? And I cant cancel my credit card or future orders with them, its actually impossible to make changes to your account! So I dont trust this business!

  Business response

  01/09/2025

  Hi *****, thanks for your message. I see that the was missing the street name on the address and so the carrier ordered the package be returned to sender. I'll be in touch shortly with next steps for your order. I also see you successfully canceled your subscription on 12/26 within your account so you should no longer receive automatic refills from us. Talk soon!

• Initial Complaint

  01/07/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Tried to sign up. Website stated i would be charged an initial fee for 2 weeks worth of product to try and next subscription would be charged to my account Feb 2nd/2025. My card was charged same day. Company refusing to address issue. Now I would prefer to nothing do business with a company that will charge my card differently then what I agreed to have charged.

  Business response

  01/08/2025

  Hi there,

  I'm sorry to hear about the confusion regarding the redemption of the promotion we offered. I confirmed that this has been resolved with our team separately via email. If you have any other questions, let us know!

• Initial Complaint

  11/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Prose Haircare is a subscription based product. As a business they put every roadblock in place to prevent people from unsubcribing. When I have contacted the company directly to cancel my subscription they offer FAQs with directions on how to cancel. Following those directions exactly, they are false. They claim that the user account has a "subscription" option from the menu and that by simply going there they can cancel the subscription. This is false- there is no such option. They say the only way to cancel the subscription is through this direction, not through their email customer service. I wish I had never started purchasing products from this company because these are horribly shady business practices. Prose Haircare is the worst business model/customer service ever.

  Business response

  11/21/2024

  Hi *******, thank you for your message, I'm happy to help. I can confirm your order and subscription were canceled as as requested on 11/20, the day you reached out to us. Based on the image you provided, I can also confirm that you were not signed into your Prose account with a subscription and the instructions provided no longer applied, which explains why you were unable to locate the referenced options. I'll follow up via email shortly with more information; talk soon!

• Initial Complaint

  11/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They refuse to respond to my requests for cancellation The product is inferior ********* Keep sending vitamins which I did not order Tried to contact for a return address No response Help Im a senior with limited income and hair loss which they claim to address but its lies.

  Business response

  11/11/2024

  We replied to your order cancellation request on 9/8 and included a note about your active subscription. We always offer hassle-free subscription cancellation by following these easy steps:

  1. Log in to your account and then select the "Subscriptions" option in the menu on the left side of the page.
  2. If you're on a mobile device, select the person icon in the upper right-hand corner and the menu will pop up. From there you can select "Subscriptions"
  3. Choose Manage my subscription
  4. Click the Cancel my subscription button at the bottom of the page
  5. Select Cancel My Subscription a second time for confirmation
  

  Then, on 11/4, we replied to your order cancellation request and explained that, while your order was too far into the production process for cancellation, we canceled your active subscriptions from our end. This means that, moving forward, you will not be automatically billed or receive recurring orders.

  We've also followed up via email again directly today, 11/11, to confirm this and make things right for your recent unwanted orders.

• Initial Complaint

  11/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I started a subscription with ************************** but did not like the product. I canceled my subscription on the company website in August but am still getting charged and receiving product. I had to cancel my debit card today. My bank said it's the only way to get them to stop charging me. My account showed cancel on their website, yet they still continued to charge me. The charges have been different each month and range from $88 to $160 each month

  Business response

  11/11/2024

  We see that you signed up for a Prose skincare and supplements subscription in May and continuously snoozed both subscriptions. 
  
  Your supplements subscription was snoozed on 9/5 for four weeks which moved your next scheduled order from 9/10 to 10/8. This is why an order automatically processed for your supplements on 10/8, as scheduled.
  
  Your skincare subscription was snoozed on 10/5 for two weeks which moved your next scheduled order from 10/15 to 10/29. This is why an order automatically processed on 10/29, as scheduled.
  
  We always offer hassle-free cancellations on site by following these steps:
  1. Log in to your account and then select the "Subscriptions" option in the menu on the left side of the page.
  2. If you're on a mobile device, select the person icon in the upper right-hand corner and the menu will pop up. From there you can select "Subscriptions"
  3. Choose Manage my subscription
  4. Click the Cancel my subscription button at the bottom of the page
  5. Select Cancel My Subscription a second time for confirmation

  That said, our team replied to your outreach on 10/30 and canceled your Prose subscriptions so you will not be automatically billed or receive automatic shipments from us moving forward. If you'd like, you can continue to place non-subscription orders or resubscribe at any time. We've also just followed up via email directly to address the recent orders you've received as well.
  

• Initial Complaint

  11/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Company is double billing my credit card Ive tried to cancel my subscription and thought that I had at least put it on hold but Prose continues to ignore my requests I cant find a phone number so I can ask them directly to cancel my subscription

  Business response

  11/11/2024

  Hi there! We don't have a public phone line available, but our team is always available to help via our contact form at *******************************************************************. We've taken a look and were not able to find any prior outreach associated with your account, but we've reached out to you directly via email to assist with your subscription cancellation request. We can also confirm that your account has not been double charged, but you do have two Prose subscriptions (haircare and supplements) that have been active since July 2024. More details are included in our email to you.

• Initial Complaint

  11/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Prose charged me for extra items that I did not order. I have a subscription with them where I receive conditioner every 4 weeks and curl cream and shampoo every 12 weeks. They charged me for the shampoo and curl cream at 4 weeks. I would like a refund for the items charged in excess.

  Business response

  11/08/2024

  Hi ****, thank you for your message, I'm happy to help. I looked at your account and see that you made changes to your subscription, which impacted what you received in your next refill order. I also see the order has been refunded and I will follow up via email to provide further information. Talk to you soon!

• Initial Complaint

  11/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 10/30/2024 I was charged over $130 for a product I believed I had paused my subscription on. I received no reminder email, text, or anything. I just woke up to that money being withdrawn from my account. After extended discussions with Prose they are unwilling to refund a product that was ordered less than 6 hours before I received my initial response. There is no way those products had entered production yet. I didnt even want to cancel initially, I just wanted to refund the charge and move my order back by 30 days. But after this negative experience, I cannot ethically support this company and would like others to know as well.

  Business response

  11/04/2024

  Hi there,

  I see we resolved your experience via separate email. To confirm, our cancellation policy is public on our website that due to the made-to-order nature of our custom products, we cannot cancel an order once it has been processed. That said, our team did provide a resolution for you.

  I also confirmed your subscription's been canceled to prevent future automatic refills. Have a great day!

  Customer response

  11/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. The company only provided a resolution after I filed a BBB complaint and opened an investigation into the charge with my bank, but they did provide a resolution at the end of the day. 
  
  Sincerely,
  
  ******** *********
  
  
  
   
  
  

• Initial Complaint

  10/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Prose Beauty **** signed me up for recurring subscription without my convenient. *** canceled the subscription and reported this to the company in writing. Ive reported to Prose that I did not opt into a subscription. I reported to the company that the subscription should not have been set up. I also reported to the company that the subscription should be canceled (as of several months ago). I requested follow up for my he company to confirm the written complaint and perceived fraudulent activity to set up a subscription without consent. The company did not follow through with canceling the subscription. They did not respond to the written complaint regarding the subscription being set up without client consent and did not cancel the subscription. The company has - again - set the subscription back up without my consent and -again - charged me without consent. The business practice is fraudulent. I am reporting fraudulent monetary transactions performed by this company. The fraudulent transactions were reported to the companys writing and no follow up to remediate. The company not only didnt remediate they actively set the subscription back up and continued to fraudulently charge my credit card. The Prose website will not allow me to remove my credit card information and will not follow through on cancel the subscription. This is fraudulent - the company will not allow me to remove my credit card and is continuing to fraudulent charge me. I am filing actively filing a fraud claim with my credit card company to cancel the card. This is the only path for me to prevent further fraudulent activity from the company. The BBB should take action to prevent these types of fraudulent transactions and unethical business practices..

  Business response

  10/24/2024

  Hi there,

  When looking into your account details, I see that you joined our free subscription program when you placed your February order, so you shouldve received both an order and subscription confirmation email. I apologize if this was unclear.

  At cart, we offer the option to subscribe to your products and immediately unlock perks like the 15% discount. But if you're not ready to commit, you can select the "Buy once" option under each item instead.

  We also offer the option to cancel your subscription within your account which I see you were recently able to do on your end so it seems like you're all set and per our separate conversation, we've also addressed your other requests and feedback.

• Initial Complaint

  09/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Every single company with whom I currently have a subscription has in place a system that sends it's customers reminders when their account is scheduled to be charged for their next order. This is considered common practice in the industry. This, rightfully so, gives the customer the opportunity to make the decision of whether they want that order to be processed, if they want to delay it or even cancel the subscription altogether.Prose does not send any reminder/notification whatsoever that they will be charging your card and instead places the **** on the customer. And, bonus, because their orders are 'custom' once an order has been placed, even though you weren't alerted to the fact that it was going to be, you cannot cancel the order. No matter how quickly you reach out to them.This is a bad business practice, that benefits Prose and inconveniences the customer who should be their primary focus.I am requesting a refund for my most recent order.

  Business response

  10/01/2024

  Hi there,

  We do note publicly on our FAQ that our cancellation policy is such that orders can't be canceled once placed. Additionally, future order dates are noted in your subscription management page. It contains future charge dates for the next three orders. I have passed along your feedback to the larger team, all the same.

  Additionally, it looks like our team helped with your inquiry and since your order falls within our 30-day return policy, they helped you with a return.

  Customer response

  10/01/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******* ********
  
  
  
   
  
  

*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. ↩