Complaints

This profile includes complaints for Prose's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Prose

  10 Grand St Brooklyn, NY 11249-4247

• 

  Prose

  10 Grand St Brooklyn, NY 11249-4247

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:04/09/2025

  Type:Sales and Advertising 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.

  On 4/9/2025 at 3:12 AM my bank account was charged $132.49 for a Prose order **************. My account was snoozed and had been snoozed about two weeks after I received my trial order. I snoozed my account because I felt that the products were not helping and did not want to continue to receive products until I had ample time to test the product. This charge was made without my permission. Again my account was Snoozed! I have tried contacting Prose via the website, the e-mail provided on Instagram, Instagram messaging, ******** messaging and the phone number that appeared with the charge in my bank account. A programmed response to my request for a refund indicated that I would not have the order refunded, however, I DID NOT order from Prose, and had snoozed my account, meaning that no subscriptions should have been renewed. I request a refund and that my account be fully closed by Prose.

  Business Response

  Date: 04/09/2025

  First, we see that you joined our free subscription program when you placed your first order as required to redeem our promotional offer. We've attached the terms for our promotion below:
  
  Get your Skincare Starter Set free when you subscribe to Cleanser, Serum, and Moisturizer. Subsequent subscription orders will receive 15% off and free shipping. Offer is valid while supplies last and to first-time skincare subscribers only. Cannot be applied to previous orders.
  
  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.
  
  We also see that you snoozed your Skincare subscription on 3/5 for four weeks which moved your next scheduled charge date from 3/12 to 4/9. On 4/9, this snooze expired and your refill processed accordingly.
  
  That said, we've already handled your cancellation request directly via ******** Messenger. We've also confirmed your subscription cancellation; moving forward, you wont be automatically billed or receive automatic shipments from us.

  Customer Answer

  Date: 04/10/2025

  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.
  

  The business also claimed that they would make a "one time exception" and would refund me for the unwanted products. 

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

  
  

• Initial Complaint

  Date:04/03/2025

  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 a sample skincare set from Prose on March 4 and didnt receive it until March 20. I started using the products on March 26, expecting to have a few weeks to test them before deciding if they worked for my skin and fit into my routine. However, after just one week of use, on April 2, I woke up to an unexpected $135 charge to my bank accountprocessed in the middle of the night at 2 AMwith no prior warning.I immediately reached out to Prose via Instagram and email to see if there was any way to stop the order from being shipped, but their website is misleading and lacks direct contact information. The only way to reach them is through email, and they state they may take up to 24 hours to respond.Whats especially frustrating is that Prose did not send any email or text reminders before charging my account, yet the moment the payment was processed, I received both an email and a text confirmation. This practice feels incredibly unethical, and I dont want anyone else searching for skincare products to experience the same issue. I would like the Better Business Bureau to look into this companys policies and practices. After I continually followed up, a Prose representative finally responded. Their response was essentially that the charge was my responsibility, they dont send notifications before billing, and I should just store the products in a dark place and move on.

  Business Response

  Date: 04/03/2025

  Hi ******** thanks for your message. I do see you messaged us on instagram on 4/3 and we responded within 15 minutes of your first message. I also see that you signed up to receive our Skincare Starter Set, which does require you to subscribe to redeem. We do understand if you didn't mean to subscribe which is why, a couple messages later, we confirmed your subscription order was refunded and I see the refund was successful. Let us know if you have any other questions.

• Initial Complaint

  Date:03/30/2025

  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.

  This company signed me up for a subscription to multiple products that I did not order. I took their survey and received recommended products. From the recommendations I wanted to order a one time purchase of only one of the products in the recommendations. After I checked out and was charged I was shocked to see that they subscribed me to all of the products recommended on a four week renewal. I did not authorize this subscription. Misrepresented. Automatic sign up and charged for a subscription that I did not order. The product I wanted was not available as a one time purchase for the one product. Very mentally distressed over being charged repeatedly over and over again every four weeks for something I did not order. I tried to cancel this unauthorized subscription but dont feel confident that my cancellation request went through. I never received a confirmation email that the cancellation went through. Even if I did receive an email Im not confident that it will be true. This company is misleading, shady, sketchy and disingenuous. Im very frightened and distressed that this company may hack or hijack my credit card and that my personal information is compromised.

  Business Response

  Date: 03/31/2025

  We 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 60% off your first subscription order when you subscribe to 2+ products in the same Haircare category. Subsequent haircare subscription orders will receive free shipping and 15% off.

  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.
  
  That said, you've canceled your subscription; moving forward, you wont be automatically billed or receive automatic shipments from us. This was confirmed directly via email by our team and you should have also received a separate email confirming this.

• Initial Complaint

  Date:03/29/2025

  Type:Delivery 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 for the first time 4 weeks ago, then immediately after submitting my order I went into my account to change my subscription to every 12 weeks. This morning I received an email saying my order has been shipped. I didnt even receive an email saying I had an upcoming order. So I went into my account again and it shows every 12 weeks. No way to cancel the order. I reached out to them and they said you cant change the frequency until after your 2nd order. There is nothing on their website that says this. Otherwise I wouldnt have ordered to begin with. I have canceled all future orders.

  Business Response

  Date: 03/31/2025

  Frequency changes don't delay an upcoming order; the change takes effect after your upcoming order. From there, future orders will refill at your newly selected frequency. This is reflected on your subscription management page at the time of saving your changes.
  
  That said, we see that you've already been helped by our team directly via email regarding your recent refill. Additionally, you've successfully canceled your subscription; moving forward, you wont be automatically billed or receive automatic shipments from us.

  Customer Answer

  Date: 04/01/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, they have refunded my money, therefore I find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *** ******
  
  
  
   
  
  

• Initial Complaint

  Date:03/24/2025

  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.

  Prose charged me for a canceled subscription, issued a refund, then reversed it without notice and charged me again the next day. After multiple emails back and forth, a ***resentative told me that my skincare subscription wasnt canceledbut snoozed. Prose does not send any type of confirmation when canceling or snoozing subscriptions, which is misleading and may violate consumer protection regulations. If a subscription is snoozed, companies are typically required to notify customers when it is reactivated and charged again.The *** confirmed that both subscriptions were now canceled and that I would not be billed again. That same day, I saw the charge and a pending refund on my credit card. My bank later confirmed that Prose pulled the refund and initiated a second charge for the same product/order. I now have two charges for the same canceled subscriptionone posted and one pending.Prose offers no phone support, and resolution through email was slow and unclear. *** submitted complaints to the *** and the NY Attorney General and am seeking a full refund and an investigation into their billing practices. I am also requesting written confirmation that my account has been fully canceled and that no further charges will occur.

  Business Response

  Date: 03/24/2025

  First, we see that you joined our free subscription program for both Haircare and Skincare when you placed your first orders as required to redeem our promotional offers. I've attached the terms for our promotions 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.

  Get your Skincare Starter Set free when you subscribe to Cleanser, Serum, and Moisturizer. Subsequent subscription orders will receive 15% off and free shipping. Offer is valid while supplies last and to first-time skincare subscribers only. Cannot be applied to previous orders. 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.
  
  That said, your Haircare subscription was canceled on 2/7 while your Skincare subscription remained active. We do see that you snoozed your Skincare subscription on 2/4 but this snooze expired on 3/21 and a refill processed accordingly. You then canceled your Skincare subscription that same day (3/21) so our team confirmed you will not receive any further automatic refills.
  
  As for the order that processed on 3/21, we are not capable of reversing a refund once it's been processed and have provided you with further information via email. The matter was fully resolved via email, but if you have any further questions you can follow-up directly in your thread.

  Customer Answer

  Date: 04/04/2025

  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

  Date:03/14/2025

  Type:Delivery 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.

  Prose is a subscription service that does not provide any advance notice to customers prior to their subscription being charged. I received an email from them at 2:14 AM informing me of my order and I emailed back four hours later at 6:15 AM asking for it to be cancelled. I didn't hear back from them for three days and then was informed it was too late. They also do not have any other method of communication such as a phone number so I had no way to contact them besides via my email. This is a really deceptive practice.

  Business Response

  Date: 03/14/2025

  Hi ********, thanks for your message. I see you were a Prose customer since April 2024 and had your subscription set for a 12-week frequency. You can always see when your next order is coming up directly in your account and I also see you managed your orders using our "snooze" feature that allows you to push your next subscription date back. I'll be following up shortly with more information, talk soon!

  Customer Answer

  Date: 03/20/2025

  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

  Date:03/11/2025

  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 bought a product from prose and decided to cancel my membership subscription.Having done so there has been withdrawals on my credit card since.I've contacted the company via email, I was told that it was taken care of and my refund would be returned to my credit card within 7-10 business ********** one day after this email, another withdrawal has been taken out on my credit card.I have contacted the credit card company, along with another email to (PROSE) hair and skin care company products.I want my money refunded and this stopped ****

  Business Response

  Date: 03/12/2025

  You joined our free haircare and skincare subscription programs when you placed your first orders on 1/26 as required to redeem our promotional offers. We've attached the terms for our promotions 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.
  
  Get your Skincare Starter Set free when you subscribe to Cleanser, Serum, and Moisturizer. Subsequent subscription orders will receive 15% off and free shipping. Offer is valid while supplies last and to first-time skincare subscribers only. Cannot be applied to previous orders.
  
  At checkout, we offer the option to subscribe to your products and immediately unlock perks like these promotional offers. But if you're not ready to commit, we also offer the "Buy once" option under each item instead.
  
  That said, we see that you've already been in contact with our team via email and we've assisted with your subscription cancellations as well as helped make things right for your subscription refill. For any further questions, please follow up directly in your email thread.
  

  Customer Answer

  Date: 03/19/2025

  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

  Date:03/11/2025

  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.

  Unable to purchase shampoo unless you subscribe. Unable to ****** subscription online, no email or phone for company. 2025 Prose Beauty ***

  Business Response

  Date: 03/12/2025

  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 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
  

  As for reaching our team, you can always access our contact form on-site at *************************************************.
  
  That said, we see that you were already able to connect with our team, and we assisted you with your subscription cancellation. Moving forward, you wont be automatically billed or receive automatic shipments from us. For any further questions, please feel free to follow-up directly in your email exchange with our team.

• Initial Complaint

  Date:03/07/2025

  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 ordered from Prose for the first time, and it was an expensive order. Tracking shows it was delivered, but it was not. I tried to contact Prose directly on their website and review their FAQs for not receiving my order, but every time I tried, the website errored and showed an "Oops something went wrong" message. This feels very untrustworthy to me. I don't know if it was delivered to the wrong address, but I've been checking my mail box every day and there hasn't been a package from Prose. I will be disputing this with my bank soon if I don't hear back or get the package resent.

  Business Response

  Date: 03/10/2025

  First, we're sorry to hear about the trouble accessing our contact page. Just in case, we do recommend using Chrome, Firefox, or Safari to browse our site for a much more seamless experience, as we've seen slight issues experienced when using other browsers such as Internet Explorer.
  
  That said, we see that your order's tracking number reflects that your package was marked as delivered on 3/4. We'll follow up with you directly via email to investigate further and make things right as needed.

• Initial Complaint

  Date:03/06/2025

  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.

  UNATHORIZED PURCHASE!ON 3/6/25 THERE WAS AN UNATHORIZED PURCHASE OF $58.75 FOR ROOT SOURCE HAIR SUPPLEMENT REFILL.I SPECIFICALLY OPTED OUT OF ALL RE-OCCURING OR FUTURE PURCHASES. I CAN NOT LOG ON. I ENTER MY EMAIL AND IT TELLS ME THEY SENT A LINK TO MY EMAIL TO CLICK TO LOG-ON. WHEN I DO THAT IT TAKES ME TO THE SAME PAGE. THEREFORE PROSE IS NOT ALLOWING YOU TO CANCEL SOMETHING I DID NOT AUTHORIZE TO BEGIN WITH!THIS COMPANY IS A SCAM! ******

  Business Response

  Date: 03/07/2025

  Hi ******, thanks for your message. I reviewed your account and see you signed up for a subscription for both haircare and supplements in order to redeem our 50% promotion and when your supplements were refilled on 3/6 for their scheduled 4 week refill. I'll follow up separately with more information, talk soon!