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Business Profile

Hair Products

Straight Ahead Beauty

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hair Products.

Complaints

Customer Complaints Summary

  • 12 total complaints in the last 3 years.
  • 10 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:05/07/2025

    Type:Product Issues
    Status:
    Answered
    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 purchased a flat iron from this company in July for $169. It was not like the straightener they used as a demo. They would not give me money back so I tried to make it work. Now the straightener has stopped working and they want to charge me to exchange it when they claim they have a lifetime warranty. They were rude when I tried to exchange it in person so I called. The girl laughed at me and hung up on me with no resolution. This company is borderline a scam company.

  • Initial Complaint

    Date:03/17/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 my replacement after my original flat iron broke. I paid the replacement fee of $29.99 on October 26th, 2024. After 2 months of waiting in reached out to customer service. I was told that it would be sent out that day. I waited 2 weeks before reaching out again. This time I was told my product was returned because the product could not be delivered. I was then given the option to send it **** or receive a refund. Against my better judgment I chose to try once more. This time it's been months and customer service has ghosted me. They won't reply to my emails, they won't give me a refund. It's now March, 16th, 2025. I shouldn't have to wait 5 months for a replacement. I was initially sold on the lifetime warranty, don't be fooled like I was.

    Business Response

    Date: 03/17/2025

    Hello, the product had been returned back to ** because we are unable to ship to PO Box. We have process a new order to be shipped out to the client to a different address.  

    Customer Answer

    Date: 03/19/2025

     
    Complaint: 23074456

    I am rejecting this response because:

    On January 15th customer service responded to my email stating that my PO box was undeliverable. I was then given the opportunity to either receive a refund or to have my product shipped via ****************************. Although I had already waited 3 months for my product I opted to not receive a refund and give the company another chance. At this point they new I had a PO Box and that *** would not deliver. On January 31, 2025 I emailed customer service asking for a **** tracking number, I received no reply. Then again on February 17, 2025 I emailed customer service requesting a refund, again no reply. I didn't receive a response until March 17, 2025 a day after I made a BBB complaint. I don't believe sending the product after 5 months and so much hassle makes it right.

    Sincerely,

    ******** ******

    Business Response

    Date: 03/20/2025

    Hello, we have provided the client with a tracking number. The original order got shipped back to us because the address was PO box which we are unable to deliver to.  

  • Initial Complaint

    Date:02/28/2025

    Type:Product Issues
    Status:
    Answered
    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 was at ******************** and in the building where sellers are there demonstrating their products. A seller asked if I would like her to demonstrate some styling tools on my hair. I agreed. The product she used worked great and she even had me try it, and again worked great. I decided to purchase the styling tools a " Infrared Breeze" and a "Pro Glider1.0) for a total cost of $370.65. A few days later myself and my daughters tried the tools and all agreed .... These tools were not the same tools that were demonstrated on my hair they were a cheap "dupe" very cheaply made very light weight , no steam, just everything about them was "off" I notified the company via -E-mail was not trying to get a refund just wanted to the same tools that were demonstrated not inferior fakes! They asked for a photo of the tools and a photo of the receipt which I sent . They offered to exchange them, they have a lifetime warranty . Now after numerous E-mails they are not responding to me at all. I see there have been other complaints about this company and their "bait and switch scam". Please help!!! As a 60 year old retired lady $370.65 is a lot of money to waste on a product that doesn't work!!!

    Business Response

    Date: 03/12/2025

    Hello. We have been communicating via email with the client. We had sent her the link for the warranty exchange to have the hair tool replacements and the link DOES work. The photos she submitted are of our original hair tools, they are not "fakes". She refuses to pay for the warranty exchange and we have replied to her giving her another option to return the hair tools back to us and we will send her new tools from our warehouse. Please see attached e-mails. Thank you. 

    Customer Answer

    Date: 03/26/2025

    I will be sending the styling tools Back to Straight ahead for replacement , hopefully they are of good quality and the exact tools that were demonstrated on me !

     

    Business Response

    Date: 03/26/2025

    Hello, we have already e-mailed the client asking her to return to the tools back to us so that we can ship her new ones. We did not receive a response back. Please see attachment. 

    Customer Answer

    Date: 03/27/2025

    BBB complaint # #******** I did not receive a pre paid label to send tools back  that straight ahead said they would E=MAIL to me ( as of 03/27/2025 ) as i an waiting fot that label for them to send me the proper tools

    Customer Answer

    Date: 03/28/2025

    I sent both tools back to straight ahead on 03/27/2025 **** tracking # ********************** 

    Hopefully these styling tools they send back to me represent the same quality tools that were demonstrated on my hair and not another "dupe, fake"

    Business Response

    Date: 04/08/2025

    Hello, we have delivered two new hair tools to ******* ********.  We shipped to her: 1) a new Electric Hair Comb Black 2) Infra red Breeze Lavender on Tuesday, April 08 at 10:55 A.M. Please see attachment. Thank you. 

  • Initial Complaint

    Date:02/21/2025

    Type:Product Issues
    Status:
    Answered
    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 product is not the same as what they show you at kiosk. Absolutely awful cheap product that cost me a lot of money. Not only is it not the same flat iron that they use but, it doesnt work at all !

    Business Response

    Date: 03/10/2025

    Hello, we have responded to the complaint from the customer, but they have not reached back to us. 

  • Initial Complaint

    Date:01/07/2025

    Type:Product Issues
    Status:
    Resolved
    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 purchased a hair straightener from a straight ahead beauty kiosk in the ************ and when I got home and tried it the next day it was pulling out my hair. I registered the item to the warranty page and contacted customer service who originally was very responsive and said they were sending out a replacement. They asked for my information which I gave them and then I received a *** tracking ID email. This is where it took a turn. The company has stopped responding to me when I inquired about the status of the replacement. The *** label was originally created on 12/19/24 and it never moved forward from that. I reached out again and they did the exact same thing. They created a *** shipping label on 1/2/25 and the status has not moved from there. I guess I was foolish to think maybe these complaints might have had a rougher start than mine because I had been very polite throughout the entire process. However, I'm sure there will be no resolution here which is unfortunate. This is the first time I've been scammed. Didn't think it would happen to me but here I am. It happens. I reached out to the company through this BBB site as well. They don't care about you, or the products they sell. I don't know how they went from so helpful to this.

    Business Response

    Date: 02/06/2025

    She received her replacement is satisfied. Please see attachment for email correspondence. 

    Customer Answer

    Date: 02/07/2025

    Hi there. I appreciate the efforts you have gone through on my behalf. I have eventually heard back from the company and they did end up replacing it and I'm all set. Rough experience but it's been resolved. Thank you again.

  • Initial Complaint

    Date:12/10/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    Purchase Date: 11/15/24 Item Damaged: Volumizer Pro Told at time of purchase that if there were any problems that their lifetime manufacturers warranty would take care of ****** of the two items purchased, the "Volumizer Pro" was damaged upon opening the box.I contacted Straight Ahead Beauty via email twice (first time on 11/22/24 and a follow-up email sent on 12/3/24). I also completed their contact form three times on their website and left two voicemails over the course of 3 weeks. I have not heard back from the company to resolve the issue. According to their website, as long as the damaged item is reported within 30 days, there would not be a cost to get a replacement. However, the only way to submit a warranty claim is to add a credit card.

    Business Response

    Date: 01/16/2025

    Hi,

    Thank you for reaching out. We have already resolved your issue and your replacement was was already sent out. No cost was charged to you as stated on our warranty exchange page as it is covered under our 30 day manufacturer warranty. The holidays are a busy time and shipping errors occur (lost in transit).

    Customer Answer

    Date: 01/17/2025

     
    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.

    Sincerely,

    ***** ******

  • Initial Complaint

    Date:09/26/2024

    Type:Product Issues
    Status:
    Resolved
    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 was at the ***** in *********** MA on Sep 13 and had my hair curled with a hot tool by someone at straight ahead beauty. She sold me the curling iron for $160. The curling iron that was used on the demonstration is not the one that was in my bag when I got home. Mine does not heat up and it does nothing to curl my hair. I have been trying to contact the company for two weeks and no one has returned my call or email. I was scammed out of $160 and I would like restitution. The receipts that I Attached show half the payment As it was put on two different cards With split payment.

    Business Response

    Date: 12/03/2024

    She received a replacement. Contact her and she will confirm. WE have it email removed it

    Customer Answer

    Date: 12/06/2024

     
    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.

    Sincerely,

    ****** ****

  • Initial Complaint

    Date:07/22/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Straight Ahead has an authorized dealer who sold me a broken iron. There is a life time warranty. They refuse to replace it or return it. The authorized dealer damaged and burnt my hair.

    Business Response

    Date: 01/16/2025

    Hi ****,

    All our locations are independently owned and operated. But all our tools are covered under our lifetime warranty. We have email communications with you simply asking if the tool you bought is from an authorized retailer and if you were still able to register your tool. 

    If there is a problem with the tool itself you covered under our lifetime warranty. Please reach out to us at ***************************** and we can assist with the process of the exchange.

    Customer Answer

    Date: 01/31/2025

    I reject their answer. No email was sent

    Customer Answer

    Date: 01/31/2025

    I reject their answer. No email was sent

  • Initial Complaint

    Date:11/28/2023

    Type:Product Issues
    Status:
    Answered
    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 this product and have attempted to use it multiple times to either straighten or somewhat curl my hair like how it was demonstrated at the mall for me but it just wont do anything and they said that it was not going to burn my hair because it was infrared and it has burned my hair and pulled my hair out. Would like my money back seeing as this is the same product that they were using on me even though it worked the same

    Business Response

    Date: 01/16/2025

    Hi we are just the manufacturer and handle warranty exchanges and website purchases. All our locations are independently owned and operated. You will need to go back to the location for a refund as your transaction and information is with them.


    If there is something wrong with the tool we handle the exchange you are covered under our lifetime warranty program. Please reach out to ******************************************************* 

  • Initial Complaint

    Date:11/13/2022

    Type:Product Issues
    Status:
    Answered
    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.
    It has burned the ends on my hair. I have turned it down, and tried many heat products. It is still burning my hair. She told me that it could be used on wet hair. It can't, it ***** your hair. She completely lied to me.

    Business Response

    Date: 01/16/2025

    Hi we are just the manufacturer and handle warranty exchanges and website purchases. All our locations are independently owned and operated.

    You will need to go back to the location for a refund as your transaction and information is with them.


    If there is something wrong with the tool we handle the exchange. Please reach out to *******************************************************

    Customer Answer

    Date: 01/16/2025

    I never received all my funds after the cancelation.

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