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:08/28/2024

  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.

  This company and most of their reviews are fraudulent. If you ****** search the pictures on their perfect reviews you'll find after some digging that they're out of the country reviews with fake addresses etc. They sold me a broken chair with wheels that don't roll well and said I couldn't return it because it was used. But it wasn't used. I put it together and sat on it and the wheels didn't roll. That was the day I assembled it and I did it properly.

  

  Business Response

  Date: 08/29/2024

  We record all phone calls. The customer stated that they had used the stool and would like to return it. Unfortunately, our policies state that we do not allow for used equipment to be returned. We have all return policies listed on the website and we attached a screenshot of the return policies to be viewed for this complaint. That being said we will make an exception and allow the stool to be returned. The customer will need to adhere to the remaining return requirements. If there is a broken part on the customer's stool then we will send them a replacement part at no charge. We hope that this will resolve this matter promptly and reasonably. 

• Initial Complaint

  Date:03/13/2024

  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.

  My business Hair Appointments purchased a large order for salon equipment.I spoke with the sales rep in detail about what i want and her recommendations on the products they sell.Upon receiving the order i put together the shampoo unit to find this was not at all what it was made out to be.I then reached out to the business to express how i was not happy with the product.I asked if they could help me with a exchange.They then explained the policy that if the unit had been used they would not take it back.i disputed the fact that how was I to know this.they then agreed to have me pay a restocking fee and give me the remaining credit on the unit.i agreed to this.then when reordering they told me i would have to send down the unit to get the credit and then they would send me a new unit that i would have to pay for shipping,mind you I am also paying to ship the unit back.this now leaves me with no shampoo unit to run my business.

  

  Business Response

  Date: 03/13/2024

  We listened to the phone recordings for this sale and we do not feel that we mislead the customer in any way. Furthermore our dimensions/specs are available for our customers to view prior to purchase. We also make product reviews available for all of our equipment. The sales team does not make a normal practice to go over return policies on standard phone conversations however the entire team is extremely familiar and well versed on the return process/policies when requested or asked about them. We also list our return policies clearly on our website. That being said we even went above and beyond for this customer and made several exceptions that would allow them to return the shampoo unit. We normally don't allow equipment to be returned once it has been used especially on equipment that involves water/plumbing. Also, we don't allow equipment to be returned when it is not in its original packaging. We made an exception here for this customer and allowed the return to be made even though those requirements could not be met. In allowing the return we stated it would be for a store credit only and minus a 20% restocking fee. As stated the customer agreed to this and is now asking for the credit to be implemented without having to return the used piece of equipment. Unfortunately, we cannot apply a credit for equipment we do not have and has not been returned. We are also curious as to how a disputed amount of $3,375.48 has been requested when the customer only spent $674.10 for the shampoo unit and $58.50 for a vinyl protective cover for the unit. That total comes to be $732.60. The customer is now disputing everything on their order and we feel that is not an accurate amount for the piece of equipment that was requested to be returned. We would also like to add that the main reason the customer wanted to return the equipment is that they are "not happy" with it. There is nothing physically or structurally wrong with the piece of equipment.

  Customer Answer

  Date: 03/13/2024

   
  Complaint: 21426351
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/15/2024

  The customers rejection seems to be incomplete as they did not list a reason. We feel that we have made a more than fair and reasonable offer for resolution. We have made several company policy exceptions to try and resolve this issue. We are sorry that the customer does not find this acceptable. However, we are going to hold with our offer. The customer can return the equipment for a store credit minus 20% restocking fee. The equipment is used and Minerva would not be able to restock it. It also appears that the customer is attempting be refunded for far more than they paid for the particular item that has been requested to be returned and that is concerning.

  Customer Answer

  Date: 03/17/2024

   
  Complaint: 21426351
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/31/2023

  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.

  Minerva ***** supply advertises their furniture to be made of solid hardwoods. I had a choice of buying veneered plywood furniture from a local beauty supply but I chose to spend a bit more money and purchase from Minerva Beauty supply because I thought solid would would hold up better. A piece arrived damaged and you can clearly see that it is made of plywood. Ive brought it to their attention, but they informed me that plywood is a hardwood. It might be made with hardwoods, but solid is the key word being misused in their advertising.

  

  Business Response

  Date: 01/03/2024

  We stand behind our description and believe that the piece of salon furniture is made of solid wood. A non solid wood construction would constitute being made from a fiber board or particle board. As acknowledged by the complainant it is made from sheets of solid wood. We feel that the customer is grossly trying to extort money from Minerva Beauty by arguing a point that is not true and has no factual evidence. Plywood is made of thin layers of solid wood glued over each other with grains running at 90-degree angles to produce a strong core. This type of process is used to provide maximum stability on the sides of furniture where a solid one piece construction could potentially crack and warp over time. This is the same process used throughout many furniture manufacturers as well as buildings and homes. We have apologized profusely for their original part arriving with shipping damage and offered to replace that part promptly. We have also offered a $200 refund as show of good faith and in hopes that it will help with the inconvenience of having to wait for a replacement part to arrive. We feel that we have been professional, prompt and reasonable. We stand behind our product, our description of said product and our offer for resolution with this issue.

• Initial Complaint

  Date:05/08/2023

  Type:Customer Service 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 ordered 3 shampoo bowls and paid over $3000 for both the bowls and shipping $700. They used an incompetent shipping company that is unable to deliver my product and I am trying to open a business. I fully expect to be reimbursed $700 for my shipping. And they need to get a different company to ship my product out and delivery immediately. This is ridiculous.

  

  Business Response

  Date: 05/23/2023

  We were alerted to the customer's complaint on 5/8/2023 and the equipment was delivered on 5/9/2023. Therefore in this case we don't feel that any compensation or reimbursement is due. Essentially the customer called ** and within 24 hours their shipment had arrived. We don't guarantee delivery dates and delivery times due to the unforeseen nature of freight shipping. In this case we contacted the local terminal in ******** and we were told that there was some damage sustained during a snow storm and they were experiencing delays. We relayed that information to the customer. We then even offered to have the shipment stopped and returned for a full refund. The customer declined that offer and we proceeded. The equipment was delivered the very next day and in our belief is that is a fair and reasonable turn around time for such an issue. We also might add that we have helped them trouble shoot some installation questions/concerns that they have had since receiving their equipment. To our knowledge this complaint was resolved.