Complaints

• Initial Complaint

  02/05/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I previously had an account and subscription with Prose, which I canceled several years ago. My last order was on May 14, 2021. On February 3, 2025, Prose reactivated my subscription without my authorization, charged my card, and processed an order. This was done without my consent and constitutes fraudulent activity.I am requesting that Prose:1. Cancel the unauthorized order immediately.2. Issue a full refund for the charge.3. Permanently delete my payment information to ensure this does not happen again.Additionally, Prose should provide a customer service phone number so customers can speak directly with a representative to resolve urgent issues. If this option were available, I might not have needed to escalate this complaint. However, the unauthorized reactivation of subscriptions is a serious issue that must be addressed.

  Business response

  02/05/2025

  Your subscription was previously on hold and was not canceled; to explain, we previously couldn't process your refills due to a payment issue. However, your payment method was automatically updated and your subscription was taken off of hold accordingly.
  
  Please note that most major credit card companies work with payment processors to update credit card information automatically. This is done so that you dont have to manually update your payment information, and it also helps prevent lapses in services and subscriptions.
  
  We apologize for any previous concern or confusion! To confirm again, this was an automatic update. Additionally, for additional security, our team doesnt have access to your private payment information.
  
  That said, we can confirm you've already canceled your Prose subscription so you will not be automatically billed or receive automatic shipments from us. Additionally there is no payment method stored within your account at this time.

  Customer response

  02/06/2025

  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,
  
  ******* ******
  
  
  
   
  
  

• Initial Complaint

  02/04/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It seems as there is an automatic order on my account but I am unable to log in and cancel anything. They say they send a link to log in but there is not a link. Even in my span folder. I have reached out but it is just an email system. No phone number to actually talk to anyone to get it canceled. It is making me really uncomfortable. I'll probably have to cancel my credit card. But this is not good business. Feels like they are scamming A refund would be nice but just making sure it wouldn't happen ever again would be what I need most.

  Business response

  02/04/2025

  Hi there,

  We sent an email response to you within 6 hours of your first email to us confirming that your requests were received and completed. It appears our emails may be going into your junk or spam folder but I'd like to confirm you're all set.

• Initial Complaint

  01/31/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I was charged $123 for a subscription with no prior notification that this charge was upcoming nor any contact offering to alter the subscription. I simply got a text when the order was placed. I went to the website to cancel immediately only to find a single FAQ about order cancelation that just says you cannot cancel an order once it has been placed.

  Business response

  02/03/2025

  I see that you joined our free subscription program when you placed your last order as required to redeem our promotional offer. I've attached the terms for our promotion below:
  
  Enjoy a total of 50% off your first subscription order when you subscribe to haircare or skincare. Subsequent subscription orders will receive 15% and free shipping.
  
  At checkout, we offer the option to subscribe to your products and immediately unlock perks like this promotional offer. But if you're not ready to commit, we also offer the "Buy once" option under each item instead.
  
  Additionally, we're unable to cancel an order once it has been placed due to the custom, made-to-order nature of our products. Our Operations Team begins production **** to ensure that our customers receive their orders in a timely manner.
  
  However, you can always reach out to us at ******************************************************************* with the applicable order number. We always strive to get back to your inquiry as soon as we can and while we may not be able to accommodate your specific cancellation request, we'll help where we can.
  
  All that being said, we've reached out to you directly via email to assist further with your active subscription.

• Initial Complaint

  01/21/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This is a hair care company that offers a subscription. Their products are actually quite nice, but trying to cancel the subscription is nearly impossible. They give you step-by-step instructions to go to certain locations on their site to cancel, but when you go to those locations, the links they tell you to click dont exist. Ive taken screenshots.

  Business response

  01/22/2025

  Your Prose subscription can be cancelled at any time within your account. If you have multiple subscriptions you wish to cancel, you must cancel each one individually.
  
  We happily provide detailed steps to assist customers with their subscription cancellation based on both the mobile and browser experience. We also include a screenshot for reference, but if you experience any difficulty with the cancellation process you can always contact us for further assistance.
  
  That said, we see that our team has already assisted you with your cancellation request and you no longer have an active subscription.

  Customer response

  01/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  When someone is given instructions to cancel, those instructions are not accurate. Please see my screenshots where this is evident. The things you tell the customer to click on are not present to click on. This complaint isnt about meyou did cancel me and I appreciate it. Its about the process not being accurate.

  It was my understanding that this is illegal.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  01/24/2025

  Hi *****, I think I know what's happening here. The screenshot you helpfully shared is of an account that does not have a subscription. However, after looking up the email you shared here, I see there is an active subscription associated with that account so I believe you may be signed into an account under a different email. I'll follow up shortly to get things sortedtalk soon!

• Initial Complaint

  01/20/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  -Date of transactions: 07/12/2024; 08/09/2024; 09/06/2024; 10/04/2024; 11/01/2024; 12/20/2024.-Amount of money paid: $345.36 -Prose provided business in the hair care industry, such as ********************** -The nature of this dispute is to be reimbursed back the funds due to this product causing severe damage to my hair, as well as hair loss. -The business has not resolved this problem.-I have seen advertisements of Prose while watching *******.

  Business response

  01/23/2025

  Hi there,

  First, I want to assure you that we believe in using clean and high-quality ingredients. Our chemists have rigorously tested every ingredient in our portfolio to ensure their safety, potency, and sustainability. As well, through comprehensive dermatological testing, we have found no indication that Prose products cause irritation that may induce hair loss.

  To protect your privacy as we get more information, we have sent you a separate email to better understand your full experience. 
  
  Please let us know if you have any other questions!

  
  

  Customer response

  01/24/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have spoken with an experienced hairdresser, I have been with her since I was a child. Ever since she has seen me use this product, she has noticed my hair becoming thinner and thinner, as well as extreme breakage and hair loss. My doctor's appointment for this will not be until February 20th, as dermatology offices are booked. 

  After discontinuing this product, my hair is noticeably but slowly, returning to the way it used to be, but I have a long way to go. I want a full refund of all the purchases I have made on this product, not just the $66. 

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  01/29/2025

  Thanks for your message! To protect your privacy, we'll follow up via personal email.

  Customer response

  01/31/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I want a refund and I have not received one. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• 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.
  

*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. ↩