ComplaintsforProse

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used the product by prose for less than 3 weeks which included a supplement and conditioner and I have two soft ball bald spots on the back and the top of my head. Immediately distressed and the fact that prose was the only new thing in my regiment, I knew it must've been their product. I contacted them and instead of apologizing immediately, they insisted I try more products. I eventually got a refund but I am still experiencing depression and despair as my hair has not grown back and continues to fall out almost there months later.

  Business response

  07/31/2024

  Hi ******,

  
  Thanks so much for your message and I want to assure you, we take your concerns very seriously.

  
  First, I want to confirm our ingredients used for our haircare, skincare, and supplements are rigorously screened and analyzed with a 50+ point checklist that goes beyond regulatory requirements and have been tested under dermatologist supervision for safety.

  
  Second, in our initial response, we offered a refund though you may not have seen it initially. Third, I can confirm all of your orders were refunded in full and your subscriptions were canceled, as requested.

  
  Lastly, we sent you an offline email to protect your privacy and better understand your full experience.

  
  Please let us know if you have any other questions!
  

  
  

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased trial versions of the Prose subscription care customized to me, but it has taken so long for the haircare to arrive that I still have not received the trial before being charged for the subscription renewal despite going on the website and changing my subscription frequency to 12 weeks within the first week I signed up for Prose. Now I have been charged over $200 despite delaying my subscription and never receiving one part of my order. I also cannot reach Prose via email to cancel the order in an appropriate time frame, as I tried to email and do so within a few hours of seeing the charge and before the order was even processed (as it only processed a day after the charge). I would like a refund and I will not be purchasing from Prose again as their subscription management is intentionally designed to make customers get caught in a subscription cycle despite never even sending the trial to test the products.

  Business response

  07/17/2024

  Hi there,

  I see that our team has already addressed your separate email on the matter. You joined our free subscription program when you placed your order with us, which is also the term necessary to redeem the trial you acknowledged, 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.

  Our team has helped you with the orders you were not ready for and canceled the subscription. Your trial kit is mixed-to-order and our team explained there were production delays and that it is on the way. If you need more help, please let us know!

  Customer response

  08/01/2024

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

• Initial Complaint

  07/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Prose does not send out reminder emails when a reoccuring order is able to be shipped again. Other companies will send out a reminder which allows you to delay or cancel. They promote that it is easy and that you can delay and hold off but the reality with how it is set up is that you will accidentally get an order when you don't want on. There customer service is not responsive. They typically send out these emails saying your order is being processed when it is the weekend and you can't reach anyone and then by the time you get a response they say it is too late. It has happened a few times that I have moved and they send it to my old address. This last time I asked for them to cancel my order and instead they simply refunded me for that one time and didn't cancel so her the most recent one was just processed again. I am so sick of it and it does not seem like ethical behavior. Apparently, they have finally cancelled my subscription but are making me pay for this one even through it is going to my old address and I won't be able to get it (without a lot of effort).

  Business response

  07/15/2024

  Thank you for the feedback about our email cadence. We often hear from customers that they receive too many emails, and we appreciate your patience as we find the right balance. As of now, you won't receive a reminder but you'll receive an order confirmation email once you've been charged. We take feedback from our subscribers very seriously and have shared your message with the correct teams.
  
  That said, you can always keep track of your subscription via your subscription pagethere you can find your upcoming charge dates, snooze your orders, cancel your subscription, and more. You can also update your address on file as needed via your subscription page.
  
  Additionally, all order confirmations are automatically sent when a subscription processes so we do not intentionally send any confirmations during weekends. Since our Tech team is based in *****, all subscription orders are processed on GMT along with their confirmation emails and texts. Lastly, we see that during your previous interaction with our team, you requested an order cancellation but not a subscription cancellation. We never cancel subscriptions without explicit request, but we do see that our team provided information about your upcoming subscription refill for your records.
  
  During your most recent interaction, however, we see that you requested both an order and subscription cancellation so both requests were handled accordingly. You will not be automatically billed and should have also received a separate email confirming this.

• Initial Complaint

  07/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered some products from them and never received the order. The tracking number says it's been delivered bit there was never a delivery vehicle at my location I have 24 hrs of surveillance on a flash drive to prove it wasn't delivered

  Customer response

  07/08/2024

  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

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Prose sent notification that auto monthly order was about to ship within 24 hours. Only way to skip or change date is to contact via email. They dont respond within timeframe allowed and I was charged and product shipped. I have barely tried the first shipment to decide if I want to continue using products. They state its not returnable because its customized. I dont want this shipment. They need to give more time to accept shipment or customer service needs to respond quicker- 24 hours is not enough time.

  Business response

  07/01/2024

  As explained in our FAQ and via our email exchange, we cannot guarantee cancellation of an order once it enters our intricate workflow. That said, your order was already refunded by our team and we provided additional information to help ease the subscription management process. We'll continue to communicate via that channel to help improve your Prose subscription experience.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For shampoo and conditioner that was "50%" off, this is kind of a pricey brand, so I would expect top quality, especially after taking a quiz to tailor the hair care to your hair care goal. After using 3 washes, I've noticed CLUMPS of my hair falling out during my shower and right after. My hair feels like a broom, even with the use of adding a leave in conditioner, something I've never experienced before. The hair falling out almost immediately is very concerning, and shocking because all of the reviews I've seen on other sites other than prose are somewhat positive. None-the-less, I've went back to using my baseline products and my hair falling out has stopped. I've requested a refund and have not heard back from the company. Also suspicious in the fact that their only way of contact is email? No customer service phone number? Awaiting a response.

  Business response

  06/24/2024

  Hi *****, thanks for your email. We take claims like this very seriously and are always happy to help. I just checked and do not see any email from you in our system. You also didn't provide an email to the BBB claim here so I'll reach out to the email we have on file with your order. We are a small team so we do not offer a customer service number but I'll chat with you via email shortly.

• Initial Complaint

  06/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I love the product of prose! I bought it for my mom as a gift for Mothers Day but was double charged. I have been in contact through email and they told me to contact my bank. I disputed the double charge and it was rejected and charged to my account. I had my husband find a phone number deep in the web and he was able to talk to a person who also told him it wasnt their problem. I have been in contact with our bank and they have stated that prose is responsible for the charged. They are two similar but different numbers. One charge was ***** and the other ***** The receipt from my order is for *****

  Business response

  06/20/2024

  Hi *******, thanks for your message. I can confirm in the last correspondence from a member of our customer service team on 6/19 stated they were going to report the issue and follow up as soon as they had more information. I'll follow up shortly with you as our team has come back to us with what they've found and communicate with you about the refund we've issued. Talk soon!

• Initial Complaint

  06/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I followed all instructions the business provided and met all requirements for order cancellation and they have not cancelled my order. Order placed and cancelled on 5/31/2024

  Business response

  06/14/2024

  Hi there, thanks for your message. After looking at your conversation history and your account, I see that your order was canceled and refunded on 5/31, as you requested. I'll follow up shortly with more information to help clear things up. 

  Customer response

  06/27/2024

  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:

  In reference to my complaint the business responded and stated that my order has been cancelled and refunded but that is not accurate. It has not been refunded. 

   

   

   

   

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

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

  Business response

  06/27/2024

  Hi *******, as I shared when I followed up via email, this order was refunded as you requested. I attached the refund receipt to the email confirming there are no funds on file for the order and your subscription has been canceled. If you have any further questions, you're welcome to contact us in that same email thread. Have a nice day.

• Initial Complaint

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Started subscription to Prose on 3/25/24 for a total of $112 subscription was to refill every 12 weeks. I canceled the subscription on 5/26/24, however I received a refill on 5/27/24 even though I was not due for a refill until 6/17/24. Shipping label was not created until 5/31/24 and I received the package on 6/6/24 charging my credit card another $136. This company CLEARLY is operating to defraud its customers. Not only was I NOT SATISFIED with my original order but there is no clear way to cancel nor remove any of my credit card information from their system. I also received NO email confirming my request to cancel my subscription. I canceled AGAIN today, 6/7/24. I would like a FULL refund of the money that was charged to my card and instructions to return the products that I DID NOT order!

  Business response

  06/10/2024

  We see that you initially signed up for a subscription at a 4-week frequency, then adjusted your selection to a 12-week frequency. However, when you update your refill frequency, it takes effect after your upcoming order.
  
  If you need to delay an upcoming order, we offer the option to snooze your upcoming order which we do see you utilized on 4/24, but this snooze then expired on 5/27, prompting this recent refill to process.
  
  Additionally, we do see that you successfully canceled your subscription on 6/7, but it was still active prior to that. We always offer hassle-free cancellations on our site, but its possible that you previously exited your subscription page before completing the process. To explain, after you select your cancellation reason, you must provide a comment and then click the "Cancel my subscription" button. After that, youll see that your subscription is inactive; if this final step isn't completed, your subscription will remain active.
  
  Nonetheless, one of our associates assisting you has already taken care of the refill that was processed and your subscription has since been successfully canceled so you will not receive any future orders from us automatically.

  Customer response

  06/12/2024

  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 want to return the fraudulent order and get a refund.  I also would like my profile deleted from the companys portal.  There needs to be something done to safeguard consumers from predatory companys with cancelation processes that make no sense and only benefits the company!  The number of complaints against this company alarming

   

   

   

   

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

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

  Business response

  06/26/2024

  During our email correspondence, our team helped take care of the unexpected refill that was processeda refund was issued for this order on 6/9 back to your original payment method. If you need any assistance with your refund, please email us directly and we can provide additional details for investigation. Your subscription was also canceled prior to that on 6/7, as illustrated in the image you attached, so you will not receive any future orders.
  
  If you'd like to start the process of deleting your account, you can head to our ************** at privacy.prose.com and then click "Delete Your Data." From there, your request will be processed within 45 days.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started using Prose Haircare about 2 years ago. I signed up for their every 3 month subscription. Every 3 months they charge 105.50$ and send me shampoo, conditioner and a hair mask. I have contacted them about 3 times by email in the past year to cancel my subscription since on their website there is NO place to cancel. I contacted them first so that they can walk me through how to cancel since I couldnt find the subscription button to cancel my order based on their frequently asked questions answer. They gave me the same directions they have on their website but the difference is there is no cancel button on my profile . I then emailed them twice since march 15 2024 asking them to end my subscription since their product have not helped my hair but hurt it, they dont cancel or help with the matter. At this point I believe they purposely give customers a very difficult time to cancel and its not fair. Especially since their product is making my hair fall out.

  Business response

  06/10/2024

  Hi there, thank you for contacting Prose. I do see that your most recent inquiry on June 8th, where you stated you wanted to cancel your subscription, was responded to and your subscription has been cancelled. I'll reach out shortly via email with information to confirm your cancellation.

*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. ↩