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Business Profile

Barbers

Scissors & Scotch

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/27/2025

    Type:Billing Issues
    Status:
    Unanswered
    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 had a paid (monthly) Scissors & Scotch membership since 2019, initially at the Landmark location prior to this one opening (with a break during COVID). On 2/11/2025, I mixed up the time of the back-to-back appointments scheduled for myself and my son. I called 15 minutes after my scheduled start time and was told the haircuts could not happen now, even though a full hour was blocked off, and that, per a policy change as of two weeks ago, I would be charged a no-show fee. I was never informed of the policy change when it occurred; it was not disclosed to customers. Knowing of the policy change would have impacted my decision on whether or not to continue to patronize this business. Without being notified when this admittedly brand new policy change occurred, my credit card, which was on file, was charged $99.99; this amount exceeds the value of the services I was scheduled for. I question the legality of this charge on two grounds: (1) a customer must be informed in advance of changes that would impact a reasonable person's decision on whether or not to continue doing business or maintain a membership such as the one I had with Scissors & Scotch. I was not informed of the policy change until the time at which my card was charged. (2) Because this amount exceeds the amount I would have paid if attending the appointments, the business has no basis on which to collect such an amount. I explicitly denied authorization of this charge and yet my card was charged anyway. I am demanding a refund for the amount of $99.99 from this business as I did not authorize the charge and was not given any notice of the policy change that resulted in the charge being applicable. Had I known of this new policy, I would have canceled any further appointments - a decision I never had the opportunity to make, because the policy change was never disclosed to customers or members whose credit cards were held on file.

Scissors & Scotch is NOT a BBB Accredited Business.

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