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:03/09/2024

  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.

  I purchased Madison Reed Smoky Blonde hair color from Ulta on 3/7, because I wanted my hair to look nice for a business function that I have today, 3/9. Yesterday evening after work, I come home and immediately start working on my hair. I lightened my roots first, before applying the hair color, as I didn't want to end up with orange hair. I then applied the Madison Reed hair coloring, following the instructions to the letter. (Never used this product before) Shortly after applying, I noticed that my hair was beginning to turn quite yellow. I was hopeful that this would be a temporary issue and that after the process was complete and my hair was rinsed and toned, it would be fine. That is not the case. I have bright yellow hair that is no where CLOSE to Smoky Blonde, and I am now going to have to pay to have this corrected. To add insult to injury, I'm going to look like an idiot for my business function today. I am beyond livid.

  Business Response

  Date: 03/11/2024

  ******************, We are sorry to hear about your unexpected color results and would love to help. Please contact us directly so that we can troubleshoot your issue with a licensed cosmetologist and provide solutions for you. Please reach out to us at ************ or *********************************************. We look forward to hearing from you.

• Initial Complaint

  Date:02/29/2024

  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.

  I went in as a first time customer with completely virgin hair.for a root only coloring- the stylist intentionally applied a coloring and chemical to my entire head Causing several problems including but not limited to severe color damage, ***** all over the scalp- Over processing that lead to near full hair loss. I am requesting ******** comp due to the loss of money spent to achieve and the damages as health and ********* itt will cost to begin the repair process

  Business Response

  Date: 03/15/2024

  To Whom It May *********** style="box-sizing: inherit; color: rgb(29, 28, 29); font-family: *******************, *****-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures; background-color: rgb(248, 248, 248);">Thank you for reaching out to Madison Reed regarding the consumer complaint filed by *************************************. At Madison Reed, we take customer concerns extremely seriously and value the opportunity to work with you to respond to, and hopefully resolve, Ms. ********** complaint. We strongly believe in standing behind our products and doing what is right for our customers.
  ********************** has already been in touch with Madison Reed regarding her dissatisfaction with the services she received at Madison Reeds Hair Color Bar in **********, ***** on February 22, 2024. Madison Reed is in an ongoing dialogue with her to better understand her continuing complaints and is working to address them. Madison Reed stands by its 100% Money Back Guarantee for services provided at its Hair Color Bars and for its products.
  Because ********************** expressed dissatisfaction with the services she received on February 22, Madison Reed did not charge her for any of the services provided or products used in connection with that visit. ********************** has declined Madison Reeds offer for additional, complimentary services and products and has also declined Madison Reeds offer to reimburse her for services at a salon of her own choosing. Nonetheless, Madison Reed continues to hope to be able to reach a resolution directly with **********************.
   As a general matter, please know that Madison Reed stands by the safety of our products. Radiant Hair Color is manufactured according to strict ************** standards for hair color formulation and is dermatologist-tested to further confirm the safety and benefits of our formulation for the hair and scalp. The clinical study Madison Reed conducted on Radiant Hair Color demonstrated that, when used as directed, it is non-damaging to hair and scalp health. We have attached this study for your reference. Finally, it is important to note that all permanent hair dyes have risks, including the potential for hair breakage. Our labeling includes several warnings and instructions for use. Warnings and Instructions for Radiant Hair Color are also available on madison-****.com. In short, we believe in our products most importantly, their safety and want to help customers love their hair.
   Again, thank you for reaching out to us. As indicated, we want every Madison Reed customer to have a positive experience with our company, our Hair Color Bars, and our products. We value the opportunity to work together with the Better Business Bureau to address and resolve Ms. ********** complaint. Please do not hesitate to let us know if you would like additional information.

  
   Regards,

  *************************
  Senior Manager, Guest Experience

• Initial Complaint

  Date:02/26/2024

  Type:Order 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.

  Company processed an order without informing me. I found out within 12 hours of the ordered allegedly being placed and it still processing. However they refuse to cancel the order stating that it is too late.

  Business Response

  Date: 02/27/2024

  Hello *****, We apologize for your frustration around the shipping of your auto-delivery and would like to resolve this for you. We emailed the renewal notice of your upcoming 2/26 shipment (set for every 8 weeks) on 2/16/24 at 6:18pm and see that it was opened at 8:35pm the same day. We understand that sometimes emails are quickly opened and deleted, or forgotten. We're sorry if this was the case. When you contacted us on 2/26 to request the order to be canceled, it was already too far along in the processing state at our warehouse for us to able to retract the fulfillment request. We are more than happy to accept the package back for a refund. You can print a label on our site and as the agent offered on the phone, we will refund your original shipping as well when we receive the order back. Please let us know if we can provide further assistance, we're glad to be able to help however we can.

• Initial Complaint

  Date:02/12/2024

  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.

  I returned a shipment using the shipping label Madison Reed provided on Jan 25, ****. The item was received on Jan 31 by Madison Reed, I checked the tracking, no notification from MR. I waited for a refund and there was none until I reached out to MR on Feb 12. The agent manually did the refund. I asked why it wasn't automatically done after the shipment was received and she said " It takes 4-5 day". It's been 13 Days.My issue with MR is why wasn't it an automatic refund and why is there no where on my account where I can see transactions to check if the refund was done? Also why can't you see the progress of your refund in your account? Seems like basic e-commerce unless you're trying to obfuscate something. I would like to know why the refund was not done automatically. Why there is no transaction history ( other than orders) and why there is no way to track the progress of the return in an account ( only an email is sent initially with the shipping label and tracking number).

  Business Response

  Date: 02/15/2024

  Dear *****, we are very sorry for experience with returning your order. We do process refunds automatically, and apologize that you had to contact us to follow up on the status of your refund. It can take multiple weeks to process incoming returns at our fulfillment center, though we do attempt to receive and process them as quickly as possible. We appreciate your feedback around wanting more visibility for the progress of your refund in your online account and will share that with our team. You are able to view the completed status of your orders in your account, however, which would be transaction history. In order to see if there is anything we can assist you with to improve your experience as a valued longtime guest, we are reaching out to you directly to follow up.

• Initial Complaint

  Date:02/01/2024

  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.

  The cancellation policy of the business states that appointments cancelled within 24 hours are subject to a $20.00 cancellation fee. I cancelled an appointment with this business within 48 hours and was charged $85.00.

  Business Response

  Date: 02/01/2024

  Hello ******, we're sorry for your frustration around our cancellation policy. This is provided at the time of booking and is published online as well: 

  Our policy for appointment booking and rescheduling appointments at our Hair Color Bars is as follows:
  
  All appointments, except Balayage Highlights appointments, cancelled or rescheduled within 24 hours notice are subject to a $20 fee. "No shows" will be charged 50% of the booked service price, with a minimum fee of $20.
  
  All Highlights appointments cancelled within 48 hours' notice will be charged 50% of the booked service price. "No shows" will be charged 50% of the booked service price."

  When you reached out to us the day of your Highlights appointment (cancel fees are 50% of the service price as stated) on 1/31 to say you were running late and couldn't make it, we waived the cancel fee and advised you of the policy and that we made a one time exception.  However, in reviewing the call we hear the representative misquote that it was a $20 cancellation fee. We apologize for that miscommunication.

  You rescheduled your ****************** for 2 days later, and then canceled it the following day, which was outside of the necessary 48 hours notice.

  We have refunded you $65 of the $85 cancellation fee, but we are unable to provide refunds for both of the late cancellations in one week.

• Initial Complaint

  Date:01/20/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  Friday November 3, 2023 I ordered products from Madison Reed and received them. On January 17th I was notified that "my order for $30.71" was on its way. I didn't order anything from them on that date. The company automatically put me on a subscription. They did it before and I grudgingly accepted their product, but turned off the subscription. Then, when I ordered in November, it was turned on again. You don't notice when you are ordering. This has to be illegal.

  Business Response

  Date: 01/22/2024

  Hi *****, We're sorry to hear about your frustration with your order and auto delivery. We do provide options at check out for you to choose either a subscription or a one-time order. The pricing is discounted for auto deliveries, so many people click that option. In November when you placed your order, you chose a 12 week renewal cycle, which is why you had an order ship last week. I have canceled your auto delivery for you and will email you the steps to return the order that is on its way- we will of course refund that for you when the return is received. Additionally, you have started multiple accounts with us with 3 different emails, and different orders on each of them, which could be the cause of some of the confusion. We will clean those up for you and email you a confirmation, and we can help with anything else you may need.

  Customer Answer

  Date: 01/25/2024

  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:01/19/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 heard about Madison Reed and how their hair dye does not contain ammonia so it is very good for your hair. I decided to make a Limitless Pro membership for $70 a month to dye my roots as many times a month as I wanted. They misrepresent their product by saying they don't use harsh ingredients when in fact after reading up on it, it does contain other ingredients that can cause hair loss. At no time did they every warn me of possible hair loss. I became a member in September 2023 and I started feeling my scalp ****** and the hair loss started. I continued going and paying my membership up until January ****. My hair each month got progressively worse falling out in the shower, filling my bathroom vanity and floors. When I brush my hair clumps of hair comes off and when I wash my hair it falls. Thank goodness I have very thick and long hair and have compensated. At my last visit, I asked an employee if anyone has these complaints and they advised me to look at their reviews. Well goo thing I did because there were loads of complaints of the exact same thing happening to me. That day I cancelled my membership and will never use their products. You can look up my membership history.

  Business Response

  Date: 01/22/2024

  Hello ******, We take your concerns very seriously and were sorry to hear about the issues you provided feedback about.  Our permanent hair color formulas have been clinically tested under the supervision of an independent, board-certified dermatologist as part of our goal to maintain the highest standards of product safety and quality. A clinical study comprised of participants of various ages, ethnicities, hair types and hair colors demonstrated that Radiant Cream Color did not damage hair condition or scalp health.  Furthermore, the study found that Radiant Cream Color did not increase hair shedding, hair fall, or hair breakage. On the contrary, the study found that Radiant Cream Color actually reduced the incidence of these conditions and improved the condition of subjects hair. To read more about the clinical study, which was published in the ******* of ******** Dermatology, please read here: ******************************************************
  
  We are confident in the safety of the products we make and color services we offer, but it is still important to take special care for your highlighted hair. How you care for your hair may help minimize damage to the hair and breakage. We have worked with an independent research and clinical board-certified dermatologist, ****************************************************** regarding how to best care for your hair. You may find the following information from her helpful in answering your specific concerns: How to Care for Your Hair When Coloring
  
  If symptoms persist we recommend you discontinue future highlighting services and consult with a doctor because there can be various reasons why you are experiencing the symptoms that you are reporting.

  We provided a link to the ingredient list for the specific shade you used in the reply to your direct outreach on 1/14/24. As requested, we have canceled your membership. Additionally, we have issued a refund in the amount of $70 for your last membership fee. business days for it to appear on your statement.

  Please let us know if we can provide further information or assistance.

  Customer Answer

  Date: 01/26/2024

  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:01/13/2024

  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.

  I have a subscription to receive their hair product every 5 weeks. The auto payment is always on time but receiving the product is always 2-3 weeks past the time it is supposed to arrive. This has happened several time and if you do the math I should be getting the next 2 that have been paid for. I feel that this is a strategy that is hard to notice unless to are paying full attention.

  Business Response

  Date: 01/18/2024

  Hello, We're sorry you have experienced a shipping delay with your subscription and are working to get that to you quickly. Upon review, we can see that your December order was definitely held up in our system, and we are fixing that right now. We have applied a credit in your account for the inconvenience this has caused.

  We looked back through August at your delivery dates for your auto renewals, and each one delivered within the expected window of about 5 business days. You did have a delay with a stand alone order that had gone out of stock mid October, however.

  If there is any further assistance we can provide, please reach out to us at ************ or *********************************************. We look forward to hearing from you.

• Initial Complaint

  Date:12/24/2023

  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.

  I think the photos speak for themselves My hair looked better when I walked in there. And I've been doing it at home on my own. And i'm not a professional I want my money back asap

  Business Response

  Date: 12/29/2023

  Dear *****, We are sorry you didn't get the results you desired and are glad to see that you reached out directly to us a few days ago for a resolution. Your refunds for services were processed as requested and are most likely showing on your bank statement by now. We appreciate the opportunity to make things right; please let us know if we can be of further assistance.

• Initial Complaint

  Date:12/05/2023

  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.

  After using this product .Hair color claiming to be healthy alternative, my hair has falling out .I have lost 30 percent of my volume. I continue to have hair from the cuticles falling out.after research I found they use a very harsh chemical that causes this hair loss.

  Business Response

  Date: 12/11/2023

  Dear ***************, We received your text outreach on 12/5 and followed up with an email on 12/6, but we have not heard back from you. We're so sorry to hear about your experience, and would love to help.  First off, if you believe you are experiencing hair loss, we recommend you discontinue use and consult with a doctor, particularly if symptoms persist, because there can be various reasons why you are experiencing the symptoms that you are seeing. To learn more about why you may be experiencing these symptoms, visit this article ************************************************************************************.
  Please know that our permanent hair color formulas have been clinically tested under the supervision of an independent, board-certified dermatologist with participants of various ages, ethnicities, hair types and colors. These products did not lead to any of the issues raised in these lawsuits. To the contrary, the study found they actually reduced incidence of these conditions, which is why we continue to wholeheartedly stand by our products and will be fully defending them in these lawsuits. To read more about the clinical study, which was published in the ******* of ******** Dermatology, please click here: ******************************************************
  
  
  If you would provide us with your Amazon order number(s) we will refund you for your purchases. Please do reply to this email with that information and we will take care of that for you as part of our Satisfaction Guarantee. We look forward to assisting you with this.