ComplaintsforStraight Ahead Beauty Express

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Initial Complaint
06/05/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Purchased at the kiosk at the *************** in ****************, ******* on 6/5/23. After being approached by a very aggressive salesperson, I agreed to let her try the Straight Ahead straightening iron on my hair. It looked amazing which made me want to purchase it. The price you pay depends on how much you resist purchasing. The more you resist, the more they lower the price to make it feel like a deal. I paid over $200, and a friend that bought one paid $100. They then aggressively pushed other products on me. It's quite unfortunate that because I was brought up not to be rude, these people saw a sucker and took advantage of me.The issue, besides their shady sales tactics, is in the product itself. I was repeatedly told that the iron didn't use heat but infrared, but you could clearly feel the heat coming from the iron. The iron the saleswoman used on my hair was a completely different flat iron that I was told was the same one I was buying. The product I received is a cheaply made plastic flat iron that smells like its melting when I plug it in. It burned my hair and also pulls my hair out when using it. The iron is simply a cheap ceramic iron with a temperature dial that goes up to 450 degrees (how is this no heat?) I'm so disappointed that they misrepresented the product and angry that I wasted so much money (that I couldn't really afford to waste).Continuing the shady approach, they dont tell you about the added warranty cost until after you agree to purchase. I was also never informed of the no refund policy. This product and business is a scam and should not be falsely advertising products and using a bait and switch technique to sell products. Im warning everyone to not buy from this business. I would really like a refund, but I'm not too optimistic.
Customer response
06/16/2023
I have not heard from the business in response to my complaint.
Business response
10/04/2023
To whom this may concern.

I am writing on behalf of The Beauty Express company, who has ownership of the kiosk in the ***************, ****************, *******.
The Beauty Express company concentrates on hair products, styling tools, hair extensions and other hair accessories. We use the best in the market and mix between companies to give our clients the most professional products in the industry.
We work through kiosks, a small stand in the middle of the mall that allows our representatives to offer the customers in the mall if they would be interested in hearing about our products and trying them out for themselves.
On June 5th, 2023, we had a woman named *************************** show interest and sit down for a demonstration.
Within the encounter the client purchased our Bionic Pro Ceramic (a far Infra-red technology straightener), and a set of products for her hair including a hair serum, hair mask and a set of shampoo and conditioner.
The Customer purchased her ************************** for 200$, a promotion price opposed to the original 370$. She then complained that another bought the tool for 100$. A price that could indicate a few things, a military or hairdresser discount could have been used or a coupon.
The Bionic Pro Ceramic is a Negative ion, Far Infra-Red technology straightener, as seen on the back of the box. Infrared heat is a light wavelength that uses negative ions to create heat and seal in moisture and prevents your hair from getting damaged or frizzy.
Also available to check for more details online or on the company website straightaheadbeauty.com.
Our products give the best and highest professional results for easy use at home.
If used incorrectly by the user, for example: Different heat setting to the demos temperature or not using a comb while straightening the hair, will lead to unequal results, all due to misusing the tool.
The complaint states that there was a bait and switch tactic involved between the item demonstrated and the item given to the client.
The Beauty Express kiosk works with the same products sold to our customers.
*************************** received a call from us on June 28th, 2023, asking her to schedule a visit at our location at the University Mall with the purchased items for us to open the tools, connect, and use directly on her hair while comparing to our demonstration tools at the Kiosk. ***** was not interested in returning to the Kiosk at all to resolve the matter and her only interest is a full refund.
Of course, we would appreciate the chance to show that the complaint is incorrect.A matter that could be simply resolved by a side-by-side comparison.

In addition, *************************** signed all receipts and agreed to the No RefundsPolicy. Which is clearly said at sale point, written on signs on the kiosk, and in addition mentioned 3 times on her receipt- once on each card payment receipt, plus an additional time on the concluding receipt.

We are sad to hear that ***** had gone through a bad experience.

At Beauty Express, we put customers satisfaction first, and therefore appreciate them reaching out when a problem occurs. We stand by the quality of our tools,and after receiving hundreds of compliments through our customer service we will be opening a salon for easier access to our products, as requested by our satisfied clients of *******.
Her items are covered with a lifetime warranty, and she could easily come to exchange them as she wishes.

We are waiting for *************************** to return to the kiosk for us to resolve this issue and not let the untrue and disrespectful rumors spread.

Thank you in advance,
Beauty Express LLC.
***********
Initial Complaint
06/01/2023
Complaint Type:
Service or Repair Issues
Status:
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.
May 31, 2023. I was stopped in the university mall and ****** used a tool to straighten and curl my hair. She told me that the iron did not use heat and could be used on wet hair both are a lie. The tool that she used in the demonstration was not the same as what she sold me. They are dangerous and taking peoples money by falsely advertising what their product does. The iron heats up extremely hot and does not curl or straighten my hair. A huge scam that must be stopped. I was also told that I would have a lifetime warranty, but the link to do so doesnt work.
Business response
10/04/2023
We are very sorry to hear that this is your experience with our product.
Letting you know:
At the kiosk we work with all products at maximum temperature and use a comb with every pass of the product on customers hair. Of course, if not used that way at home, results may differ.
We assure you that the tool you purchased is the same as the one we demonstrated at our location. To verify this, you have the option to bring it back to the store for a side-by-side comparison.
In addition, please look at the back of the products box, where you can clearly see under the last icon to the right that the straightener uses Negative ion,Nano Silver & Far Infrared Technology. Our straighteners are proven to be safer for your hair, and even a quick and easy look online searching Infrared Technology would give you enough information to see for yourself the differences between directed heat, as used in other companies tools, and the infrared used in ours.

Your tools are covered by a lifetime warranty. If the company website doesn't work for you, you can go to the kiosk itself for customer service.

If you need any additional help with how to use your tool, you are more than welcome to return to the cart with the items or call the business number on ********** for extra support.
Initial Complaint
04/30/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Bait and switch. Paid ****** after experiencing a demo version. Not the same device whatsoever. No refunds. They don't tell you that. Steer clear. This was at a Beauty show in ***. They got a sucker here. Will complain about them everywhere.
Customer response
05/11/2023
I have not heard from the business in response to my complaint.
Business response
09/21/2023
Hello,
Unfortunately, we cannot help you because you have contacted the wrong company.
Beauty Express does not sell in Beauty shows.
We have specific locations in malls at the **, MAS and VT areas.

We hope you find your designated company and speak directly to them.
Initial Complaint
03/07/2023
Complaint Type:
Product Issues
Status:
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.
Helping a friend out with trying to get money back. She purchased a hair straightener/blow dryer. The product doesnt work and went to return and was told there was no refund. They never informed her of no refunds before allowing her to make the purchase. They also have someone stand in front of the sign that states no refunds until after the purchase is made. All she wants is to return the product that doesnt work and get her money back. Very shady business
Customer response
03/18/2023
I have not heard from the business in response to my complaint. The business is clearly not a true authentic business. If they were reputable they would have taken the time to have reached out to fix the problem. I would tell anyone to stand clear of their booth in the mall and not to fall for their trap of sucker IG you in and then telling you it is non refundable. Crooked!
Business response
09/18/2023
Tell us why here...The hair straightener that was demonstrated at the time of purchase is the exact same product sold to your friend, the only difference is how she is using it.
Sadly, we do not offer refunds on personal hair products that were demonstrated before being purchased.
Your friend was informed of a no return policy, and signed the receipts that mention the policy on both ends of the receipts
Our sales representatives have a similar sales pitch, and always inform the buyer of the price and of the return policy.
In addition, at the kiosk there are at least 2 clear signs of the return policy, and it is also said during the sale.
If the customer needs any additional help with how to use her tool, she is more than welcome to return to the cart or call the business number **********.
Additionally, if she wants to exchange her tool, we will happily make an exception and allow her to exchange for a different product in our store or website.

Thank you for being a valued customer.
Initial Complaint
02/24/2023
Complaint Type:
Product Issues
Status:
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.
I purchased halo extensions from their kiosk in the mall a few days before Christmas. They told me I could wear the extensions in bed or doing my regular daily activities. They move and constantly fall off. I tried to go back to the mall but they are no longer there. I have search all over the internet for a way to get in touch with them. I want my $749.00 refunded. This extension is absolutely useless. I would have returned it the very next week if I could find them!
Customer response
03/07/2023
I have not heard from the business in response to my complaint.
Business response
09/18/2023
When you visited the kiosk, you tried the product on, wore it, felt and decided on the fit you felt was right for you. The reason for your discomfort is that you are simply putting them on incorrectly.
Our sales associates are at all locations from open to close 6 days a week (Sunday through Friday) for any questions.
Our main goal is to make sure you, like thousands of other customers who have bought the Halo Extensions, wear them and enjoy them daily.
All Beauty Express locations have not moved since opening day,and on your receipt is a phone number to contact the manager of the location if help is needed.
You are more than welcome to call and relocate the store closest to your location for any additional help.
Initial Complaint
02/08/2023
Complaint Type:
Order Issues
Status:
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.
You get pulled in by some very pushy guys that show you some amazing straightener and send you home with complete junk. I was so uncomfortable because they didn't want to take no for an answer and then act like their going to give you a great deal and so on. They make good conversation with you and he was saying how great I am for being a preschool teacher knowing there about to s**** me over. Buy there stuff its smells like burning plastic and gets extremely hot, but when they used the demo one didn't leave your hair hot and your hair looked silky... They use a expensive ************* and send you home a horrible product.
Customer response
02/19/2023
I have not heard from the business in response to my complaint.
Business response
09/22/2023
At the kiosk we work with all products at maximum temperature and use a comb with every pass of the product on customers hair. Of course, if not used that way at home, results may differ.
We assure you that the tool you purchased is the same as the one we demonstrated at our location. To verify this, you have the option to bring it back to the store for a side-by-side comparison.
Please look at the back of the products box, where you can clearly see under the last icon to the right that the straightener uses Negative ion, Nano Silver & Far Infrared Technology. Our straighteners are proven to be safer for your hair, and even a quick and easy look online searching Infrared Technology would give you enough information to see for yourself the differences between directed heat, as used in other companies tools, and the infrared used in ours.
If the customer needs any additional help with how to use her tool, she is more than welcome to return to the cart with the items purchased for us to compare them side by side to the ones used by us at the location or call the business number at **********.
Customer response
09/25/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
Ashley
Initial Complaint
01/26/2023
Complaint Type:
Product Issues
Status:
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.
Sold me a hair straightener that is not at all what was advertised for $89, they claimed it was worth $370 but haggled the price down with a for you, my friend? attitude. They used a totally different device on my hair in the demo. They claimed it used steam and not heat so it would not damage my hair (my hair smelled burnt after using the one I purchased and it definitely used heat). They claimed my curls would last two days (even with the ones from the demo, they were gone the next morning). They claimed it would straighten my hair in one pass, which it did in the demo, but the product I purchased couldnt straighten it in 3 passes, let alone 1. According to my receipt, I was also charged $90, not $89, before taxes. The product is a total scam. I want my money back, but they said no refunds or returns, only exchanges. I googled the product after purchase and it has 1 star reviews. I dont want an exchange, I want a refund.
Customer response
02/05/2023
I have not heard from the business in response to my complaint.
Business response
09/21/2023
We are very sorry to hear that this is your experience with our product.
Letting you know:
At the kiosk we work with all products at maximum temperature and use a comb with every pass of the product on customers hair. Of course, if not used that way at home, results may differ.
We assure you that the tool you purchased is the same as the one we demonstrated at our location. To verify this, you have the option to bring it back to the store for a side-by-side comparison.
In addition, please look at the back of the products box, where you can clearly see under the last icon to the right that the straightener uses Negative ion, Nano Silver & Far Infrared Technology. Our straighteners are proven to be safer for your hair, and even a quick and easy look online searching Infrared Technology would give you enough information to see for yourself the differences between directed heat, as used in other companiestools, and the infrared used in ours.
Sadly, we do not offer refunds on personal hair products that were demonstrated at the location for clients, so they know what they receive before purchasing the item. You were informed of a no return policy, and signed the receipts that mention the policy on both ends of the receipts.
Our sales representatives have a similar sales pitch, and always inform the buyer of the price and of the return policy.
In addition, at the kiosk there are at least 2 clear signs of the return policy, and it is also said during the sale.

If the customer needs any additional help with how to use her tool, she is more than welcome to return to the cart with the items purchased for us to compare them side by side to the ones used by us at the location or call the business number at **********.

Thank you for being a valued customer.
Customer response
09/25/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Your response does not explain why I was told that the product uses steam, and why my device made my hair smell burnt when the demo device which you state is used at full heat, did not. I was indeed aware of the no returns policy, which is clearly in place to s**** over people who buy your product and then discover that it *****. The number of complaints Ive seen across the internet about your product speak for themselves. Even a quick ****** search will tell you that. At this point I no longer care about getting a refund, but in no way will I accept your response as satisfactory.

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
****
Initial Complaint
12/14/2021
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased a Straight Ahead straightener from Beauty Express at the *************** in ********** ** today, 12/14/21 at 5:53 pm, invoice # ***** I was shown a straightener that was completely different than what I just got home with. I was told this product was steam based, would not burn hair, and would actually reverse damage. Stupid me for believing this woman, ***. Upon plugging in the device the entire room smelt like burning plastic. After one attempt to do a single pass through hair I realized that it was twinging the ends. This is truly disgusting - a clear bait and switch situation. *** claimed the product was worth $300 and I got a deal for 100. Not until she handed me my receipt did she say, no returns because of COVID. Excuse me? This is criminal. I am seeking a full refund of the item plus the tax I paid, totaling $106.25. I dont understand how people running, and working at, these companies sleep at night. Shame on you, Beauty Express and Straight Ahead.
Business response
09/22/2023
Hello,
Letting you know:
At the kiosk we work with all products at maximum temperature and use a comb with every pass of the product on customers hair. Of course, if not used that way at home, results may differ.
We assure you that the tool you purchased is the same as the one we demonstrated at our location. To verify this, you have the option to bring it back to the store for a side-by-side comparison.
In addition, please look at the back of the products box, where you can clearly see under the last icon to the right that the straightener uses Negative ion, Nano Silver & Far Infrared Technology. Our straighteners are proven to be safer for your hair, and even a quick and easy look online searching Infrared Technology would give you enough information to see for yourself the differences between directed heat, as used in other companies tools, and the infrared used in ours.

You were informed of a no return policy, and signed the receipts that mention the policy on both ends of the receipts. Our sales representatives have a similar sales pitch, and always inform the buyer of the price and of the return policy. At the kiosk there are at least 2 clear signs of the return policy,and it is also said during the sale.

If you need any additional help with how to use your tool, you are more than welcome to return to the cart with the items or call the business number at **********.
Customer response
09/25/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.
This is ridiculous. I threw away your product when I realized what a scam it was. Your response means nothing two years later. If I still had the product, I would not be able to bring it back as a week later your store was no longer at the ***************. I can also guarantee you that the receipt I signed has nothing about a return policy, nor were there two clear signs at your kiosk. Hopefully plenty of people have figured out this scam within the two years that I have awaited a response and have been able to look your business up online and see for themselves. My fault for falling for *********** but shame on you all for taking peoples money.

Regards,
****

Business response
09/26/2023
We are sorry to hear that this is what you feel.

We assure you that the *************** location stands at the same location for over 4 years right in front of Lululemon, and if you wish you can also check the malls store directory and see for yourself.

As we already said, you are very welcome to return to the location and see for yourself the results our demo one gives on your hair compared to the ones we sell at the stand.
We are sure that when you see for yourself the results are the same, you will understand the thousands of satisfied clients our company has.
Sadly, your product was guaranteed for life, and if you were unsatisfied, you should have used your guarantee, or called the number on top of the receipts for additional help at the time.
Customer response
09/27/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
These responses would have been appreciated when the issue occurred back in 2021. There are plenty of similar reports on this company and should someone have responded back in 2021, I would have been able to show you the receipt that I received and the number that I attempted to call. This was two years ago and it's messed up that it took that long to reply to a customer complaint. Be well.

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
****
Initial Complaint
11/04/2021
Complaint Type:
Service or Repair Issues
Status:
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.
They charged me hundreds more than they said. It came up via square in my email. No warranty on that type of receipt as well.
Business response
10/04/2023
We are very sorry to hear that this is your experience with our product.

Every charge is approved by the customer, and given to the customer by paper receipt, email or text.
All tools are covered with a lifetime warranty. If needed, you may also come back to the kiosk for us to print you a new receipt to renew your warranty.
For your knowledge: Beauty Express is located at ********* in *******, ************* and *************.

You were informed of a no return policy, and received the receipts that mention the policy on both ends.
If you need any additional help with how to use your tool, you are more than welcome to return to the cart with the items or call the business number on ********** for extra support.
Initial Complaint
06/15/2021
Complaint Type:
Customer Service Issues
Status:
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.
I bought a flat iron that was told could use for curling. It worked amazing with the one they used to demonstrate it with but when I used one I bought it hardly curled and what curl it did do fell out within half hour when I was told would hold for hours. I also bought a steam comb from them to use which I am also dissatisfied with. I spent $425 on the products and for them to not work as supposed to is ridiculous. I was told my corporate that they only handle exchanges and to contact place I bought but there is to way to do that and receipt says no refunds. It is horrible to charge that kind of money for a product and not allow any time to return for a refund. Extremely upset and disappointed.
Business response
10/04/2023
We are very sorry to hear that this is your experience with our product.
Letting you know:
At the kiosk we work with all products at maximum temperature, if not used that way at home results may differ.
We assure you that the tool you purchased is the same as the one we demonstrated at our location. To verify this, we would appreciate it if you brought it back to the store for a side-by-side comparison.
You were informed of a no return policy, and signed the receipts that mention the policy on both ends of the receipts at point of purchase.
At the kiosk they will teach you again how to curl correctly to get the curls you deserve out of your purchased products. You are more than welcome to return with your items for an additional demonstration or call the business number on ********** for extra support.

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