ComplaintsforProse
Hair Care
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Complaint Details
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Initial Complaint
09/10/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Made a purchase on 8/24/24. Today, 9/10/24 have not received an email confirmation of said order or tracking information. Cannot even log in online using my email as it says email not found. Have tried emailing the company SEVERAL times and still no response.Customer response
09/10/2024
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,
***************************
Initial Complaint
09/10/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
NEVER RECEIVED ORDER & NEED TO CANCEL NEW ONE Hi , Im writing to inform this company which I believe is a scam that I never received my trial order to even test the products under order number ************** placed on August 12 , 2024 . Literally they returned it back to sender and didnt even attempt delivery , I have a whole ring camera set up . Second due to me not even getting the product to review I dont trust this service and your system shouldve recognized I didnt receive the first order before creating a whole new order ************** which they called themselves charging my card on 9-8-2024 /9-9-2024 . I dont want this service and would like my money back and to cancel this subscription. I will stick to Fenty Beauty because I am ensured to get my products. I've attempted multiple emails , multiple direct messages on their social media. I want nothing to do with this company at all . They did not set a very good first impression at all.Customer response
09/10/2024
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,
******* *****
Initial Complaint
08/27/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Ordered on 8/17. No update and has not shipped 10 days later. No live answers same form response. No way to remove credit card after canceling future subscriptions. Dispute filed with credit card company. The advertise items will arrive..not ship..withing4-10 days. They have taken money from me for a product I do not have- the definition of theft. Horrible ordering experience- I don't need to wait around any longer while they have money for a product they haven't even shipped. Stop make your inability to staff/produce product based on the timeline on your website my problem. Your finance department sure was able to figure out how to charge all the customers- just not get us the product. Unacceptable.Business response
08/27/2024
Hi *****, thanks for your message and we're sorry to hear about your experience. I do see that you messaged our team on 8/24 about your order delay and we responded on 8/25 explaining that, due to a higher-than-normal volume of orders, there was a delay in shipping orders. I completely understand this isn't an ideal experience and I'll be following up in the same email thread shortly for a solution. Talk soon!Customer response
09/04/2024
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,
*******************************
Initial Complaint
08/26/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Ordered on 8/13/2024, posted 8/14/2024. Email says delivery arrival in 7-12 days. It hasn't even shipped so won't arrive within that time window. Website said processing then packing. Now it's back to processing again. No contact phone number, I have emailed, so far no answer. This is too much hassle for me. I am now out of my regular shampoo and will need to purchase more. Can't wait for something as necessary as hair care for this extended time period. I can't trust future deliveries when I can't even get my first one. I need a refund and an immediate cancellation of my subscription that will schedule another delivery before I even get my first one that is still in "processing" after 10 days and certainly won't arrive when promised. Do I need to do a charge back?Business response
08/26/2024
We received initial outreach from you on 8/23 via email regarding the status of your Haircare order. On 8/24, we apologized and explained that there is an expected delay affecting your order, but it will leave our facility soon. We've since provided further updates via email and have offered a courtesy solution to make things right. Rest assured, we never want our customers to wait this long for their products and appreciate your patience!Customer response
08/30/2024
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,
*******************
Initial Complaint
08/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I placed my order for this product on 8/2/24 as of 8/21/24 I still have not received it. I pushed out my next subscription pull from my bank account as why would I want to be charged for more when I still have not gotten the first part I paid for. I sent an email to Prose since I guess thats the only way to contact them, its been 3 days and I have heard nothing back. I went in and cancelled my subscription completely as right now I feel like this company is a scam that just takes your money. The item was supposed to come 8/20/24 but still shows its sitting in ** and had not moved since 8/16/24. Also now it doesnt even give a delivery date just says check back for estimate delivery date. I want my money back since I never got my item 20 days later still, but you cant get ahold of anyone.Business response
08/22/2024
Hi ******, thanks for your message. First, I am sorry to hear your order is late. I just checked and a member of the Prose customer service team responded today, 8/22, stating that you're being sent a replacement shipment free of charge. I'll follow up in a separate email shortly; talk soon!Initial Complaint
08/20/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Prose has a great product but questionable business practices.First their subscriptions are tricky to manage. Second, apparently once you cancel the subscription, you have to ALSO cancel your order, even if its several weeks away.Third, they send you a confirmation (in my case) text at 2:14 am Saturday morning. When you wake at 6 and try to contact the company, youre told you wont get a response until Monday, which nearly guarantees they wont be able to stop the shipment so they wont cancel payment. Their website says once shipped they wont offer refunds.I dont know how to get out of this relationship, they make it very confusing and difficult. And I just was forced to pay $200 I dont have because I thought I canceled weeks ago.Their business practices feel so bait and switchCustomer response
08/20/2024
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,
*****************************
Initial Complaint
08/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I canceled my subscription of haircare products, in February and was notified in May, that I was receiving another shipment and have been charged. I followed all of the necessary steps to cancel this subscription to which they did not provide confirmation. After receiving a shipment in May, I went back and canceled my subscription again. A few days ago, I received a text saying "you're all set, order confirmed". I canceled it again and took screen shots on my phone this time. When trying to use their "contact us" method, I am unable to submit an inquiry because the captcha keeps timing out and not processing the request, making it impossible to contact them. I would like to officially cancel all of my existing subscriptions and receive confirmation via email that this action has been completed as well as a refund for these products that I did not order.Business response
08/16/2024
Hi *******, thanks for your message. First, I can confirm that as of 8/13, your subscription has been canceled. When submitting a subscription cancelation, we do ask for confirmation twice before the subscription is canceled and will send a confirmation email promptly after a successful cancelation. Since you mention you did not receive a cancelation confirmatoin, it's likely the subscription was not canceled fully. I'm reaching out via email shortly with additional information; talk soon!Initial Complaint
07/31/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I have an active subscription but wanted 1 item sooner. I placed an order for 1 item totaling including shipping and taxes $43.25. This 1 item processed 5 separate times charging me a total of $216.25. There is no way to cancel and order or contact someone by phone, only an email option. I did send a message and I havent heard back from Prose. I was overcharged $173 and this puts me in a financial bind. I would greatly appreciate a credit back to my account in the amount of $173 as soon as possible.Business response
07/31/2024
It does appear that the "Get Order Sooner" option within your Subscription Page was triggered five times resulting in five orders for your Custom Scalp Mask. We've already been in contact with you via email to make things right by canceling the extra four orders.Customer response
08/02/2024
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,
*****************************
Initial Complaint
07/31/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered a single order from Prose and did not consent to a subscription. Less than a month later they withdrew $60 from my account for mediocre product that I DID NOT ORDER and are refusing to cancel the order despite it not yet being shipped. That $60 was for groceries for *********** 7yo. I am infuriated.Business response
07/31/2024
We see that you joined our free subscription program when you placed your last order as required to redeem our promotional offer.
At cart, we offer the option to subscribe to your products and immediately unlock perks like the 15% discount or certain promotional offers. But if you're not ready to commit, you can select the "Buy once" option under each item instead. You also shouldve received both an order and subscription confirmation email.
That said, we can confirm your subscription has been canceled so you will not receive automatic shipments moving forward. We've also been in touch with you directly via email to address the recent refill that processed.Customer response
07/31/2024
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 am still out $60 and have no money for the next 3 days
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*********************
Business response
07/31/2024
As mentioned directly via email, unfortunately we cannot control the timeline of when refunds are reflected in your account. Our payment processor provides a general timeline of 5-10 business days, but you may see the funds settled sooner. Your ARN (Acquirer Reference Number) will be available in 13 business days so we can provide that then if you'd like to reach out to your bank for more information. To protect your information, we can only provide this directly via our email interaction once it's available.Initial Complaint
07/29/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Ordered this hair care for my daughter. Took 3 weeks to get the product then they sent out another order like a week and half later. NEVER INFORMED me of the new shipment coming due so I could change my my subscription order. Then just sent me a receipt for over $90 and said that they cannot do returns once the product is shipped. Have no way of contacting them except through a form on their website. Takes over 7 days to get a response. Horrible customer service. Website is not easy to use.Business response
07/29/2024
When you placed your first order on 6/28, you enrolled in our subscription program at a four-week (28-day) frequency. This explains why your refill automatically processed on 7/26, 28 days after your first order was processed. We don't currently send refill reminder emails but do appreciate your feedback and will share with our larger team.
I've also taken a look and see that your first order shipped from our facilities on 7/5, which was 7 days after the order processed, and marked as delivered on 7/10, which was 12 days after the order processed. Our current delivery window is shown on site and in your order confirmation emailyour confirmation email noted a delivery window of 7-12 days which was exactly the amount of time it took for us to get your first order to you.
Your refill order also had the same delivery window which means that you should have received your refill order exactly according to your frequency schedule.
Nonetheless, our team has already gotten back to you directly via email to resolve the matter and cancel your subscription to avoid future issues.
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Customer Complaints Summary
104 total complaints in the last 3 years.
75 complaints closed in the last 12 months.