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:06/06/2023

  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 thought I cancelled my account but was being charged with and receiving 2 subscriptions of Nutrafol. have been trying to return them for a refund for months. They're both unopened, in their original condition and I reached out for a refund within 30 days of their date of purchase.The only customer service option is a bot that says they'll follow up with return/ refund instructions but they never follow up (or probably wait until after 30 days). This feels like a racket.Order ********* for $245.28 (transaction date May 17, 2023)Order #********* for $245.28 (transaction date 2/18/23)If you check your records, I've been requesting to return these since I received order #********* in March

• Initial Complaint

  Date:05/31/2023

  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.

  I placed an order (#*********) on April 21, 2023 for the Nutrafol Women's Vegan Supplement. This purchase was solely based on the Company's published return policy which states: If you are not 100% satisfied with your purchase, you can return the product and get a full refund or exchange up to 30 days from the date of purchase. When I tried to return the item for making me ill, the Company stated that they do not take back used product. That is in total contradiction the advertised 100% satisfaction guarantee. A 100% satisfaction guarantee implies the consumer and return the item for any reason. If I cannot take a used product back, what is the guarantee? They cannot have it both ways. I am respectfully requesting a refund of my purchase in the amount of $75.64. Additionally they should remove the 100% satisfaction language from their return policy as it is incredibly misleading bordering on false advertising.

  Business Response

  Date: 06/13/2023

  Hi BBB, 
  We have reached out to this customer and provided a refund for them. 

   

  Thanks! 

  Customer Answer

  Date: 06/16/2023

  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:05/31/2023

  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 will billed $79 for my May subscription and never received product. Would like my money back. I've sent multiple emails and chats with the idiotbot and I've called their customer service number that no one answers.

  Customer Answer

  Date: 06/05/2023

  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.
  
  *************************************************
  
  
  
   
  
  

• Initial Complaint

  Date:05/30/2023

  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.

  I put in an order for the supplements this company offers, I put the order in on the 17th of May, 2023 and have not received any emails, nor confirmation of this being sent out but the amount of $72.54 was taken from my account by the above company. I have been reaching out to the company through their chat thread, which no one is available, through email, which no one is available since the 23rd of May. There is no phone number to contact them. I am beyond frustrated that there is no communication, no tracking information, 2 tracking number: ****************** & ************************** through *** and neither show my order has been sent to ***. I was able to cancel my subscription, but I would like a full refund back.

  Customer Answer

  Date: 05/30/2023

  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:05/09/2023

  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 paid $79 for a first month 30 day bottle of Nutrafol. I received 6 days worth of pills in an almost empty bottle. I emailed customer service multiple times asking for them to send me a new full bottle or a refund and have received no response. When I went to log into my account just now my account has been deleted. This is a fraudulent company with no customer service selling nearly empty bottles for full price.

  Business Response

  Date: 05/09/2023

  Hi BBB, 

  I am unable to locate this customer in our systems. I have reached out to assist. 

  Thanks! 

• Initial Complaint

  Date:05/08/2023

  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.

  Was suppose to get issued a refund in April do not have a refund can't reach anyone by phone or email.

  Business Response

  Date: 05/09/2023

  Hi BBB, 

  This customer is looking for a refund on a purchase that was cancelled, their account was never fully debited. They need to communicate with their bank if they have not received their money back at this time as it has been fully refunded and cancelled on our end. 

   

  Thanks. 

• Initial Complaint

  Date:05/05/2023

  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.

  After being a monthly customer for over a year, on 16 April, I ordered a 6 month supply of Nutrafol Women's product to save money. I realized that I ordered the wrong product and needed the Womens Balance product instead due to my age. On 26 April, I went online to try to exchange the product. I tried to chat and also tried to email a request for an exchange or refund and the only thing I get is an auto email saying they are busy and will get back with me. It's been 3 weeks and no response. I love the product; but hate that there is absolutely zero customer support. They have grown too big too fast apparently. It seems from looking at the BBB website, the only way to get hold of customer service is through you.

  Business Response

  Date: 05/09/2023

  Hi BBB, 

  This customer was assisted as of May 5th. We have processed her exchange. 

  Thanks.

• Initial Complaint

  Date:05/04/2023

  Type:Sales and Advertising 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 received an email on May 1st stating that I have a reoccurring subscription that was being processed for the Nutrafol hair vitamins. I did not sign up for a reoccurring 90 subscription. I received an email that my credit card was charged $224.00 for a 90-day subscription for the Women's Balance 3 months. I sent an email to their customer service address ********************************** and received an email back giving me instructions to cancel the subscription that does not match what is presented on the website. I am unable to cancel the subscription. Additionally, when I call customer service no one answers I have been calling for the past two days. I have called, emailed, and sent messages on FB and text. No response and no clear path to cancel the subscription. There has been no response from the company. I would like to have the subscription canceled and have my money refunded. I will return the products as I just received an email that they shipped. I want this subscription cancelled immediately and the products will be returned to the sender (Nutrafol) immediately upon receipt.

  Business Response

  Date: 05/09/2023

  Hi BBB, 

  This customer has been assisted. We have canceled the subscription they unintentionally signed up for as well as provided return instructions. 

   

  Thanks! 

• Initial Complaint

  Date:05/04/2023

  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 have a had a monthly subscription for 8 months. I have not had any issues until the most recent shipment.The large bottle of nutraceuticals arrived broken (photo attached) with glass inside the container. This shipment was charged when it was shipped.I submitted a request for a new bottle via the online customer service portal and received an automated email response that they were backed up and would get back with me shortly. I submitted another online request yesterday and received another auto-response. To date no one has responded. I phoned today and sat on hold for an hour, speaking with no one live and being advised at the beginning of the call that wait times were lengthy.I am simply trying to get another shipment to replace the damaged one.I don't believe that there is anyone actually monitoring their customer service email OR their phone lines.

  Business Response

  Date: 05/04/2023

  Hey ***** - 

  Thanks for bearing with us as we work through a high volume of customer requests!
   
  We're so sorry to hear that your order arrived damaged! Shipping can be a rough process, and we're happy to have a replacement shipped out for you.
   
  We've just created a replacement order at no cost that should reach you within four to seven business days. Again, we apologize for the inconvenience of the item being damaged in transit. I've also pushed your next bill date back to May 29th to accommodate for this late shipment.

  Customer Answer

  Date: 05/04/2023

  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:05/02/2023

  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.

  I have reached to the company 4 times. My shipment came damaged. I have gotten no response or help. I keep trying to submit a ticket and it get an auto email back but no one follows up. I paid a lot for the product and any isnt usable. I either want my money back or a replacement item sent.

  Customer Answer

  Date: 05/03/2023

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