Complaints

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:01/29/2025

  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.

  The last order to process was 2022. I looked at my bank statement today 1/27/2024 and now I am being charged for something I have not ordered. I have sent multiple emails requesting my subscription and billing information be removed from thier system. I am being charged for product I did not order nor do I want. This is fraudulent behavior by this company. I expect the charge to be canceled and no more charges made to my bank account.

  Business Response

  Date: 01/31/2025

   

  To whom it may concern,

  
  
  The customer placed a guest checkout order on February 6, 2022, and started a subscription during the checkout process, with a frequency of every 6 months.
  
  The customer has had 6 subscription refill orders processed with us. The first subscription refill was on August 5, 2022, and their last subscription refill, prior to the January 2025 order, was on July 27, 2024. All orders had a subscription reminder email sent to the customer 5 days before the order processes, to allow the customer time to adjust, pause or cancel their subscription. 
  
  In regards, to the last two subscription refill orders. A subscription reminder email was sent to the customer July 22, 204, at 2:52 PM, letting them know their next order would be processed on July 27, 2024.  The order was processed as promised, on July 27, 2024.
  
  A subscription reminder was sent to the customer on January 22, 2025, at 2:03 PM EST, letting them know their active subscription order will be processed on January 27, 2025.  The order was processed, as promised on January 27, 2025, at 12:35 AM EST. 
  
  Per our policy stated on our FAQ page on our website at ******************************************, and our terms here: ****************************************** subscription orders once placed are non-refundable/returnable.
  
  There is no evidence of the customer ever reaching out to us about any of their orders or transactions, under the information provided in their BBB complaint. 
  
  As of January 31, 2025, the subscription is still listed as active. This does confirm the subscription for this customer has been canceled by ****************** on January 31, 2025, at 1:29 PM EST, so the customer is all set going forward. 
  
  Please let me know if you have any further questions.
  
  Function of Beauty

• Initial Complaint

  Date:09/27/2024

  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.

  Three months ago, I received notification of an upcoming shipment on my Function of Beauty account. At that time, I logged on, cancelled my subscription and the upcoming shipment. I just received a notification today that I was sent a shipment from my subscription. I chatted with their customer service who informed me they have no record of my cancellation, and that due to the nature of the product they would be able to accept the product back. Upon Googling them, I've discovered I have not been the only one this has happened to.

  Business Response

  Date: 09/30/2024

  To whom it may concern,

  The customer placed their first order on August 5, 2021, and chose to start a subscription during the checkout process.

  
  On March 17, 2024, the customer received a subscription reminder email. On March 18, 2024, the customer adjusted their next charge date to June 22, 2024. 

  
  On June 17, 2024, the customer received an email subscription reminder that their order was due to be processed on June 22, 2024. 
  The order was processed on June 22, 2024, as promised. 

  
  On September 17, 2024, the customer received a subscription reminder email letting the customer know their active subscription would be processed on September 22, 2024.

  
  The order was processed on September 22, 2024. 

  
  The customer reached out to us via chat on September 24, 2024, asking to cancel their order as they thought they had previously canceled their subscription. Our terms were provided to the customer, which state that all subscription sales are nonrefundable, as all customers received a subscription reminder email 5 days before the order processing, 

  
  There is no evidence the subscription was canceled before September 24, 2024. There is no account activity between the June 22, 2024, order and the order processed 3 months later on September 22, 2024. All subscription cancellations are also confirmed by an email, which the customer did receive on September 24, 2024. Function did ask the customer for any evidence of them previously canceled, so we could look into it, and they stated they did not have anything showing they did complete the action of canceling the active subscription, and stated during the chat conversation they deleted the subscription reminder email.

  
  This does confirm the customer's subscription was canceled on September 24, 2024, and they are all set going forward. 

  
  Please let me know if you have any further questions.

  
  Function of Beauty
  
  

• Initial Complaint

  Date:06/11/2024

  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 used to purchase from this company (multiple times) due to being a sufferer of psoriasis, specifically on my scalp.Upon checking my account, on 04/01/2024, i noticed i was charged, again, for a subscription that i explicitly KNEW i had cancelled. Upon logging into the account, I see an order history, and yet, there are no subscriptions at all on the account. It got to the point that IN APRIL, I had to physically remove my address (that i dont even reside at anymore) from the account, on top of filing dispute charges, explicitly for the purpose that upon attempting to use the live chat, its evidently not available. Calling the business for Customer Relations results in an immediate disconnect. I havent received any contact from the company, even after the dispute. Yet, again, i was attempted to be charged AGAIN on the 1st of this month (currently June).What i cannot comprehend, is if a subscription doesnt exist on the account, why the order number is completely separate from previous orders. I dont mean the number is different (thats obvious); i mean the WHOLE FORMATTING of the order # in their system looks completely foreign to previous orders.Id love to figure out why i am continually being charged, or at least, attempted to he charged, yet if this is indeed a subscription, please see below.I cant cancel something that i know ive already contacted to have cancelled, and yet, no human being can speak to me in-real-time, so i can elaborate this.Additionally, given the fact that a previous individual has reported ON THIS SITE that for a live chat response, to span almost 15 days? Is completely absurd. Whos to guarantee my response time for an email??This business used to be great, but the insane level of shadiness (lack of contact, continuous charges on a non-existent subscription) makes me believe the *** sold out.I want them to STOP CHARGING ME. INDEFINITELY.Or, alternatively, allow a consumer to either call the business or chat :)

  Business Response

  Date: 06/12/2024

  To whom it may concern,
  
  The customer has two accounts with us under two different email addresses. robe**************************** along with emp*******************.
  
  The customer placed a guest checkout order on May 31, 2023, under emp*******************, and chose to start a subscription during the checkout process. 
  
  A subscription order reminder was sent to the above email address, on March 27, 2024, prior to the order being filled so that the customer may have time to edit the order or cancel the subscription ahead of the charge.  
  
  The order processed as promised on April 1, 2024.
  
  The order shipped with ********************** on April 2, 2024, and was marked as delivered by **** on April 6, 2024. The **** tracking link showing the delivery is the following: ***************************************************************************************************************************************************.
  
  There is no evidence the customer reached out to us in regard to any of their recent orders. We do have a 24/7 chat experience through our contact us page, along with a contact us form. There is no evidence of any email from either email associated with an account. The last time the customer reached out to us (under either email address), was on June 5, 2023, in regard to their order being delayed, and the color they chose for their formula. At this time, our customer service does not have a phone line, but we are hoping to have that up and running in the near future. 
  
  Looking at the screenshots the customer sent, the subscription is not showing, as it had previously been canceled. Once a subscription has been canceled, it will no longer show on a customers account.  I can confirm the orders the customer is seeing is correct, as we did update our system and our order numbers changed. These order numbers are provided on the email confirmation sent to the customer after the subscription order has been placed. 
  
  The subscription was canceled on May 14, 2024, by function during their dispute process, and then the products were deleted by the customer when they logged into their account on May 27, 2024.
  
  I can confirm the next subscription refill for the customer was June 1, 2024, however, the subscription was canceled on May 14, 2024, and there was no reminder email or any account email which was sent from function to the customer in regards to this order.
  
  The charge was not fraudulent, it was a recurring charge due to the subscription service initially set up by the customer on their first purchase with us. The order was marked as delivered by ****. This does confirm the subscription has been canceled, so the account is all set going forward. 
  
  Please let me know if you have any further questions.

   

  Function of Beauty

  
  

• Initial Complaint

  Date:03/21/2024

  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.

  This company used my credit card nd charged me 54 dollars for a ordered and i never received

  Business Response

  Date: 03/26/2024

  To whom it may concern,

  
  
  The customer placed a guest checkout order on December 29, 2023, and chose to start a subscription with a 1-month frequency during the checkout process. 
  
  A subscription order reminder was sent to the above email address, on February 24, 2024, prior to the order being filled so that the customer may have time to edit the order or cancel the subscription ahead of the charge.  
  
  The order processed as promised on February 29, 2024, and shipped on March 7, 2024.
  
  The order shipped with ***************** on March 7, 2024, and was marked as delivered by **** on March 16, 2024. The **** tracking link showing the delivery is the following: ***************************************************************************************************************************************************
  
  The customer reached out to us on March 21, 2024, via chat, asking to cancel their processed order, then stating they never received the delivered order, and they were disputing the transaction with the bank.  We confirmed their order was marked as delivered with **** on March 16, 2024, and asked them to reach out to the **** as they did deliver the order and to make sure the order was not lost in transit, and if they did lose the order, we would provide a free replacement.  
  
  The customer replied back on March 22, 204, stating they did not want a replacement and only a refund. There was no mention of the customer reaching out to ****.   On March 25, 2024, we replied back to the customer letting them know due to the open dispute they have we do not have access to their funds.
  
  The charge was not fraudulent, it was a recurring charge due to the subscription service initially set up by the customer on their first purchase with us. The order was marked as delivered by ****, and there is a current dispute on the transaction.
  
  Please let me know if you have any further questions.
  

   

  Function of Beauty

• Initial Complaint

  Date:02/29/2024

  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.

  Something went drastically wrong with this company. They used to be so solid and I really enjoyed using their products but in the past year or so their customer service has come to a screeching halt. Deliveries take over a month to arrive and consumers are given very little information on when an order is expected to arrive. I'm having the same problem as many of the complaints below. I was on an auto-renewal subscription plan and my most recent order (16 oz custom shampoo and conditioner) was confirmed on 2/04/2024. It is now 2/28/2024 and I have not received any form of communication since on where my order is. I looked up the tracking number and it has supposedly been "In Transit" since 2/09/2024 and has not moved since then. I went on the website to try and use their Contact Us chat bot to speak to a person, but when you ask to speak to a human the bot responds "we are currently assisting other customers, please type your message below and we will get back to you as soon as possible". After sending my message, I was promised an email response from a customer service representative as soon as possible, and the email from them never came. You used to be able to talk to an actual person, but there doesn't seem to be any way to get in contact with anyone for help anymore. I have already cancelled my subscription but at this point I want my money back because their products are very expensive, and other consumers deserve to know that this company can no longer be relied on to actually provide the products that they are selling.

  Business Response

  Date: 03/07/2024

  To whom it may concern,
  
  The customer had a subscription order placed on February 5, 2024.
  
  The order shipped, as promised on February 9, 2024 with the following tracking link: *********************************************************************************; There was no further movement or update with the order after it had left our facility and it was containerized at the client facility. 
  
  The customer reached out to us on February 27, 2024, in regard to the status of their order. We replied back on February 29, 2024, apologizing they never received their order and that it had no tracking updates as of February 9, 2024. Function then offered a replacement or a refund to the customer. 
  
  The customer asked for the order to be refunded, and the order was refunded in full for them.
  
  Please let me know if you have any further questions.

  Function of Beauty

  
  

• Initial Complaint

  Date:02/26/2024

  Type:Service or Repair 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.

  Dear sir or madam,I am contacting you to ask for help since I am unable to reach the customer service of ******************** regarding redeeming a 100 gift card online for several weeks now.On August 30th 2022 a friend of mine purchased the gift card for my birthday. At the beginning g of February I attempted to redeem it in order to purchase some products. Unfortunately when putting in the gift card code the site gives me an error message claiming the code is invalid.Therefore I contacted the customer service via the email form ********************** on the page both on February 3rd and on or around February 18th but unfortunately didn receive any answer yet. Since theres no phone number and the chat is disabled I have no other option to contact the company. Also the average days to receive an answer have been overdue for both enquiries.I am very worried that I didnt hear back from them yet and fearing that the gift card is a scam. Therefore I kindly ask you to help with contacting them.Please let me know if you need any further information.sincerely yours,*********************************

  Business Response

  Date: 03/07/2024

  To whom it may concernn
  
  We have no evidednce of the customer reaching out to us in regard to the gift card.
  
  Function reached out directly to the customer on March 7, 2024 during this ********************, and re-issues the customer their gift card in the value of $100, and also passed along the issues to our team so they can look into this further. We do recommend checking any junk/spam folder if the customer does not see their new gift card in their inbox. We apologize for any inconveniences the gift card issue has caused.
  
  Please let me know if you have any further questions.
  
  Function of Beauty
  
  

  Customer Answer

  Date: 03/07/2024

  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

  Date:02/26/2024

  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.

  Dear Function of Beauty Customer Support,I hope this email finds you well. I am writing to express my disappointment and frustration regarding the lack of updates on my recent Function of Beauty order. It has been six days since I placed the order on Sunday, and I have yet to receive any information about its status.As a loyal customer, I have always appreciated the quality and personalized experience that Function of Beauty offers. However, the lack of communication or updates regarding the progress of my order has left me feeling concerned and uncertain about its delivery.I have checked my email thoroughly for any order confirmation or shipping updates, but unfortunately, I have not received any relevant information. I have also visited the Function of Beauty website and logged into my account, but there are no updates or tracking details available.Considering the time that has passed since my order was placed, I expected to have at least some form of communication regarding the status of my order. The absence of any updates has made it difficult for me to plan or anticipate the delivery, which is causing inconvenience on my end.I kindly request that you investigate and provide me with the necessary information about my order as soon as possible. This could include the current status of the order, an estimated delivery date, and any available tracking details. I believe that prompt and transparent communication is crucial in maintaining customer satisfaction and trust.I value the Function of Beauty brand and the products you offer, and I sincerely hope that this issue can be resolved promptly. I believe that by addressing this matter, you can reinforce your commitment to customer satisfaction and ensure a positive experience for me and other customers in the future.Thank you for your attention to this matter, and I look forward to your prompt response.

  Business Response

  Date: 03/07/2024

  To whom it may concern,
  
  The customer placed a guest checkout order on February 18, 2024. The order had an estimated ship-by date of February 23, 2024.
  
  The customer reached out to us on February 23, 2024, via chat, and we replied back on February 26, 2024, with the tracking link for their order as their order had shipped. (Tracking link: ***************************************************************************). The order has been marked as delivered by **** on February 28, 2024.
  
  There was no further replies or reach outs from the customer. 
  
  Please let me know if you have any further questions. 
  

  Function of Beauty

  
  

• Initial Complaint

  Date:02/12/2024

  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.

  Function of Beauty. I used to have a subscription for shampoo,conditioner and body wash, every few months. I cancelled it at least a couple of years ago. Nothing came to my home till now. A week ago I received a FOB box. I told the delivery man I didn't want he took it back. Then couple of days ago 1more boxes came I was at doctor ************ Then today another box was at my door. I've tried to contact by phone , i can not get anyone to answer. I have also emailed them. I just want them to stop sending me products. They charge me for the first box. I had the bank investigate and they found in my favor. I got my money back. I have not opened any of the boxes. I have 3 boxes so far. Just so you know they call their complaint team the ****** off customer team and the phone line hangs up on you.

  Business Response

  Date: 02/22/2024

  To whom it may concern.
  
  The customer had a subscription order placed on December 9, 2023 and December 23, 2023.
  
  The customer reached out to us on  January 3, 2024 and February 14, 2024, in regard regard to the charge.
  
  We replied back to the customer on February 14, 2024, and the issue was resolved.  We let the customer know they were inadvertently charged for a subscription order. This was unintentional on our behalf and we can confirm the customer was fully refunded for the order and their subscription was canceled.
  
  We sincerely apologize for any inconvenience this may have caused. Customer satisfaction is our top priority, and we appreciate your understanding.
  
  Please let me know if you have any other questions.

   

  Function of Beauty

• Initial Complaint

  Date:02/08/2024

  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 cancelled my subscription to Function of Beauty back in the summer of 2022 and on 1/31/24 noticed a charge on my bank account from them for $56.28 that I did not authorize. After logging back into my function of beauty account after over a year and a half, I noticed that this subscription had suddenly renewed with no prior notice or contact. I was not able to cancel the order nor remove my payment information from their website, only cancel my current subscription that I did not authorize, renew, or receive any prior notice of. I attempted to contact them through their "chat now" option on their website, but the option was constantly unavailable and I could never reach a representative. I made multiple requests through the virtual assistant to be reached out to and as of today, 2/8/24, have yet to receive any contact from their customer support, yet received an email on 2/7/24 that the order I did not authorize had been shipped. I had to dig through an FAQ to find an email to contact directly about this issue that I have now emailed as well. I am expecting a full refund, the complete closure of my account, and my payment information removed from their system and records.

  Business Response

  Date: 02/16/2024

  To whom it may concern.
  
  The customer had a subscription order placed on January 31, 2023
  
  The customer reached out to us on  February 8, 2023 in regard to the charge and asked to cancel.
  
  We replied back to the customer on February 9, 2024, and the issue was resolved.  We let the customer know they were inadvertently charged for a subscription order. This was unintentional on our behalf and we can confirm the customer was fully refunded for the order and their subscription was canceled.
  
  As of February 16, 2024, their account has been submitted to erasure which does take 180 days after the last order has processed.
  
  We sincerely apologize for any inconvenience this may have caused. Customer satisfaction is our top priority, and we appreciate your understanding.
  
  Please let me know if you have any other questions.

   

  Function of Beauty

  Customer Answer

  Date: 04/24/2024

  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

  Date:02/06/2024

  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 placed a subscription order with Function of beauty, after using the product I decided it wasnt worth the money as it didnt do anything for me. I cancelled the subscription service in the app as it directed me to and also emailed the company, they continue to charge my card and send me the products.

  Business Response

  Date: 02/16/2024

  To whom it may concern.
  
  The customer had a subscription order placed on November 6, 2023, and February 6, 2024.
  
  The customer reached out to us on November 30, 2024, and we replied back on December 7, 2024, asking if the customer still needed assistance and we never heard anything further.
  
  The customer then reached out on February 7, 2024 via ********* We replied back to the customer on February 7, 2024, and the issue was resolved.  We let the customer know they were inadvertently charged for a subscription order. This was unintentional on our behalf and we can confirm the customer was fully refunded for the orders pm February 7, 2024, and their subscription was canceled.
  
  Please let me know if you have any other questions.
  

  *****
  Function of Beauty