ComplaintsforSally Beauty Holdings Inc.
Beauty Supplies
Additional Complaint Information
Customer Complaint:
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Complaint Details
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Initial Complaint
04/08/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Went into store to buy clippers and the price was $25 dollars more in store than online. They refused to match the price online. Then the lady said well you can order online and do in store pickup. Then I could get them right away for the online price. Well was I wrong I waited over an hour and it still was not ready for pick up. I called customer service and sat on the phone for 30 min all for it to still not be ready. I went through all of this just to cancel my order and wasted my time. All for trying to get something today. False advertisement is wrong. Please have them make this right. I will now be ordering everything through Amazon. Over the years I have spent thousands and I prolly wont even use the store credit if they give it to me. I went through all of that for nothing. Its disappointing that i have shopped at this store for years all to find out I should have bought it online because its cheaper. Now I am questioning how much unnecessary money they have stolen from me. Its not fair to a consumer to have to go through this.Business response
04/09/2024
For further assistance, please contact our ************* line at ************.Initial Complaint
03/25/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
order # WSA1530350753 included 4 hair dyes, i was unable to use as i could not get my hair light enough for the shade ordered and i returned unopened unused hair dye in the original packaging. as per sally beauty returns accepted. they gave me a label with a tracking number for *** 1Z5X2Y809096194215 and it was received 3/21/24 - sally only refunded me 5 cents for this! i called customer service and ******* was unable to assist me or see that the return was complete meanwhile my payment institution was able to see the return and refund was completed by sally. i want a full refund for what i paid for these dyes!Business response
04/09/2024
Sally Beauty issued a refund for $29.35 on 3/27/2024 for the returned items. Since customer paid via Klarna, they will need to contact Klarna for further assistance.Initial Complaint
03/24/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Wasnt given any points on my account for multiple purchases and when I brought it to their attention they told me they seen i somehow had a duplicate account and that they would combine my points(Still doesnt make sense because the account i have access to was the one i ordered from and shouldve been receiving the points) they had me reply with some information then the next day emailed me stating because i had the two accounts they wont be giving me any of the missing points. I wouldnt care if they had stated that from the beginning but they went through unnecessary steps and gathered information for no reason under false pretenses.Business response
03/25/2024
The accounts are being merged and the points will still be transferred to the active account.Initial Complaint
03/22/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I placed an online order and picked up. The sales associate looked in the bag briefly said ************ and I trusted her. I took my items home and when I went to go use them the next day (I had planned ahead knowing I was going to be trapped due to a snow storm) my hair color was missing. I attempted to go back in but they were closed because of weather. Finally, found a location which they said I had to contact corporate. Filled out the contact form, no answer. Called ******************, they said come in. Went in, they said contact corporate, did that AGAIN no luck. Tried to file a complaint with PayPal but they didnt care. HORRIBLE customer service. If theres anything I hate more than most is when big corporations steal my hard earn money, specially after being a loyal company for 20 odd years. All I wanted was my hair color and I couldnt even get a replacement for it.Business response
04/09/2024
We have no records of customer reaching out. Please have customer reach out to our ************* line at ************.Customer response
04/09/2024
I am rejecting this response because:
that is such poor customer service. Maybe speak to the three locations I ran around to because Im hard of hearing and speaking on the phone is very difficult for me. Check your PayPal complaints that were rejected for no reason. Or right here you could instead address the situation presented instead of pushing your customer to ************** that has yet to have any results. I went down multiple avenues to resolve the situation before turning to BBB, and since your company could not be bothered to help through them I will be leaving the communication here. If youd actually like to help a loyal customer and resolve the issue you wont have a problem with that.Business response
04/09/2024
For further assistance, please contact our ************* line at ************.Initial Complaint
03/20/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Hello my complaint is I walked into Cosmo prof and asked if I can purchase a gift certificate for a friend for $100. The person working there said yes no problem, I was able to purchase a $100 gift card from her and walked out. Just weeks later the person I bought the card for went in to purchase items and was told she could not use the card and cannot get a refund, because only professional people can use it or return it. So Im asking, why was I able to purchase this gift card without a problem but cannot use it in the store or get a refund for it? Please help. This is robberyBusiness response
04/05/2024
CosmoProf is a store for licensed professionals only. For more info, please have customer contact *********************** at ************.Customer response
04/05/2024
The companys response is it is for professionals only
then my question is why would they sell me a gift card if it is only for professionals?
I am not a professional I never said I was a professional but they took my money anyway. I cannot accept that response. I want a refund.
Customer response
04/05/2024
I am rejecting this response because:The companys response is it is for professionals only
then my question is why would they sell me a gift card if it is only for professionals?
I am not a professional I never said I was a professional but they took my money anyway. I cannot accept that response. I want a refund.
Business response
04/09/2024
For further assistance, please have customer contact *********************** at ************.
Initial Complaint
03/18/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
For 2 months I have been calling Sallys-They tell me I need a manager. I was told by their staff not to leave coloring on hair like recommended on bottle and it looks like c*** They refuse to credit me.Initial Complaint
02/28/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I made multiple purchases online from Sally Beauty. On my last two purchases I had a mixture of pick up in store and ship to home items. During the month of February Sally Beauty is running a Buy 2 get 1 free, on limited black beauty hair products, and eye lashes. After my order was completed my shipped items were fine, but both times I had to pick up in store my in store items had cancelations. The cancelations were always my free items. I called Sally Beauty online asking can my cancelled items be sent to me or can I pick new items as they were free and they would not be reimbursing me anything. Sally Beauty representative stated that in the policy it states that you cannot get another once sold out of the item purchased. I lost 4 free items. The only reason I even made the purchase was because of the promotion. I asked to see the exclusion that states that. He even sent me an email and said it somewhere on this page. I searched the website and it only stated BOGO for certain products. I requested a supervisor call back. They stated the supervisor would show me the policy on the website. If I would have known it was going to be sold out and that was the policy I would have just asked for the items to be shipped to me to be safer. It makes no sense to lose out on a free item. If it says Buy 2 get 1 free and it does not matter the item I should at least be able to pick another free item in the same category of beauty or lashes. Its false advertisement. I checked that entire website and there was not one thing about that policy and I even read the fine print. It said it was in stock in store and I had 4 things not in stock and all of them were my free items. I asked could they just ship it with the rest of my items since my items had not shipped yet or could I pick it up at another Sallys or pick another item in store as there almost 400 items apart of this deal. It was no resolution because of this fine print that I could not find.Customer response
04/18/2024
Yes. They refunded the money for items. I wanted to see if can display that
Initial Complaint
02/25/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered products on 2/4/2024 at 10:55AM, for a two hour delivery costing about $35. I got a notification that my order was cancelled (picture provided) so I waited the 24 hours to see if it arrived as their FAQ page suggested. I did not receive it by 2/5/2024 so I sent an email which was the suggested way to contact them. I NEVER got a response. I then started noticing multiple bank statements from Sallys. I chatted with customer service on ********************************************* website. They said the order will be refunded and I have nothing to worry about. Then on 2/18/2024 I got ANOTHER charge from Sallys, so I called customer service. She said it will be refunded in 3-5 business days and I have nothing to worry about, I asked her to send what she stated to me in an email which I received the same day on 2/18/2024. As of today 2/25/24, I have received a THIRD Charge from Sallys beauty. I would like all of my money back and to no longer be charged. I would like for Sallys beauty to remove my card info from their data base.Business response
02/26/2024
This has been escalated. Customer will be contacted once it has been resolved.Customer response
03/01/2024
I am rejecting this response because: I WAS CHARGED AGAIN. STOP ALREADY IF IM NOT RECEIVING THE PRODUCTS. THIS IS RIDICULOUS ALREADY.Business response
03/01/2024
A refund was issued on 2/27/2024. Please allow 3-5 business days for the refund to post to the account.Initial Complaint
02/15/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
Date of Transaction: 2/15/2024 Amount paid: $29.04 Business committed to delivering the items I selected online within two hours.My order was canceled with no reason giving about an hour after it was placed.The website advertises free delivery on orders over $35 (banner at top of website, option available to click on for each item in cart). My order was just under that, so I paid a delivery fee of $5.95.The business has not provided a reason for the cancellation or offered any restitution besides a refund.Order number: WSA1530124974Initial Complaint
02/11/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I Purchased new hair clippers with the full assistance of a sales associate. I took them home and tired using them this morning, to cut my sons hair. The blades would not cut his hair, and his hair actually got stuck in the blades. This product is trash! This afternoon I took the clippers back to Sallys to return and the sales associate refused to return the product stating that it was company policy. This product is not only seriously defective and or not a quality product BUT it was recommended as an excellent product for cutting hair by your trained associate, thats why it was purchased. Your associates are supposed to be trained in all products and know what theyre talking about. Therefore, I would like a full refund.Customer response
03/11/2024
Purchased a new hair clipper still in the box having buyers remorse I found something cheaper at ******* The item is brand new in the box with the receipt and the retailer refuses to honor a refund not sure what the issue is
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Customer Complaints Summary
125 total complaints in the last 3 years.
45 complaints closed in the last 12 months.