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Business Profile

Beauty Supplies

United Salon Supplies

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Beauty Supplies.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 0 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:10/30/2023

    Type:Product Issues
    Status:
    Unresolved
    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.
    On September 7th, I placed an order for one container of hair styling **** and five bottles of hair setting spray. The products were delivered to me on September 12th. However, when I began using the hair setting spray on October 1st, I noticed a significant issue with its quality. The spray emitted from the bottle was of very poor quality, with large droplets resembling water, making it impossible for me to use effectively.Concerned about this, I promptly contacted the seller via email on October 2nd to report the issue and request a resolution. Unfortunately, due to an email sorting issue, I did not discover their response until October 17th. Upon seeing their reply, I immediately provided a series of supporting evidence to validate my complaint.To my dismay, the seller responded the following day, stating that the request was beyond the 30-day after-sale service period and they were unable to assist me further. I attempted to explain my situation and emphasize that I initially reached out to them well within the 30-day timeframe, but since then, I have received no response from the seller.Given that my initial contact with the seller fell within the 30-day window, I believe they should address and resolve this issue. However, I am currently experiencing complete silence from the seller in response to my emails.I kindly request your assistance in resolving this matter and ensuring that the seller upholds their responsibility to provide quality products and support to their customers.

    Business Response

    Date: 10/30/2023

    Hello,

    We have received a complaint from this customer saying that they were not satisfied with the quality of our products. We can guarantee that all our products are original and come directly from the manufacturer, so they are of good quality. However, we understand that the customer may change their mind or it may not be what they were expecting, so when we received their email on Sunday October 1st, we attended as soon as possible and requested pictures of the items to start our return process. This process can be initiated through customer service or the customer can do it on their own on our website, at any time they wish as long as the return complies with our policies. 

    The process with this customer was never initiated, as we did not receive a response to our October 2nd email and they never did it online. When they got back to us on October 17th, the period in which we can accept returns, as stipulated in our policies, had already passed. Unfortunately, we were unable to give them the solution they were hoping for because they were unable to meet the requirements to process the return.

    We are sorry for what happened, but we have to be firm to our policies as the products we sell are for personal care.

    Customer Answer

    Date: 10/31/2023

    Complaint: 20800621

    I am rejecting this response because:

    If I sent the request on 17th Oct, and you reached back to me and said "sorry, it has already passed 30 days warranty", then I can totally accept it. However, I reported the problem very early, I just did not realize that your reply was in the spam, that is the primary reason why I reply late. If 30 days is a time limit, I beg your company can totally reply late to all customers and just wait until 30 days passed and you will have no penalty in handling customer requests! What a nice trick!


    Also, I dont think your goods are of good quality, I dont even think it is authenticated goods. I attached the pictures and videos to the Email, and it is just of LOW quality. I have bought a lot of bottles of this spray of the same brand many times, I have no doubt that your products is very bad. So it is not me CHANGE MY MIND, it is your goods of BAD QUALITY!  And your guy's attitude was so bad by the way. 

    Sincerely,

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

  • Initial Complaint

    Date:10/04/2023

    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.
    Shipment arrived damaged. Sent photos United salon supplies sent me a label to return merchandise. I never got refunded and they have stopped responding to my emails

    Business Response

    Date: 10/19/2023

    We were always willing to help, the customer was told the procedure to proceed with the refund. Customer was refunded when the package was returned to us. The procedure was done according to our refund policy. 

  • Initial Complaint

    Date:07/27/2023

    Type:Product 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 placed an order online on July 16th and then I cancelled on July 16th. The company sent me an email early morning of July 17th stating my order was cancelled . They also stated my refund would be processed in 5-6 days. Well its been 11 days and no refund. I think their trying to steal my money.

  • Initial Complaint

    Date:02/21/2023

    Type:Product 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 ordered 18 products different hair colorsOut of this 18 different articles where 7 delivered in wring colors.The company denied it, told me they have all on video. When I sent them the photo and asked them for videproof, **** told me I should send it back. On my own expenses

United Salon Supplies is NOT a BBB Accredited Business.

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