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Business Profile

Hair Care

Madison Reed

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hair Care.

Complaints

Customer Complaints Summary

  • 72 total complaints in the last 3 years.
  • 16 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:01/09/2023

    Type:Service or Repair 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.
    I have lost 1/2 my hair volume, if not more, due to the use of their hair dye. I ha e waist long, previously healthy hair. I use high end hair care products and aside from dying it every three months, baby my hair. I used this hair dye for the first time ever mind December 2021. Since then, my hair has been falling out in clumps. I have pencil things ponytail at this point and am seeking help from a dermatologist in hopes it can be resolved. I have dyed my hair for 20 years and NEVER had this problem. The worst part is Madison Reed won't even address the situation. **************** says they'll call back, they haven't and emails go unaddressed. This company boasts that their hair dye is free of harsh chemicals and good for your hair, very dishonest.

    Business Response

    Date: 01/20/2023

    We're so sorry to hear about your experience, *******. We 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 What Causes Hair Loss? Reasons & Solutions, Explained (************************************************************************************).  Also, please know that 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. This study also 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.  

    Again, *******, we would like to help and have sent follow up surrounding your account to the email on file and refunded you for your purchase. You can also reach out to us at ************. We hope this information is helpful. 

  • Initial Complaint

    Date:01/05/2023

    Type:Service or Repair 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.
    So I purchased my haircolor on 12/23/22 and received it yesterday. I followed all instructions and when I rinsed out my hair it is so course and has started falling out. I have never ever had this happen with any other hair color. I wanted to try Madison reed becuase I have other friend who love it. But all it did was damage my hair. This was my first and last time using it. Im so disappointed. I spent ***** with shipping I would like a full refund.

    Business Response

    Date: 01/13/2023

    We're so sorry to hear about your experience, ******. We 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 What Causes Hair Loss? Reasons & Solutions, Explained (************************************************************************************).  Also, please know that 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. This study also 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. We see that you have contacted our ********** and we have replied to you via email. We have also refunded you for your order. If you have other questions, please feel free to reply to our email. Thank you. 

  • Initial Complaint

    Date:01/05/2023

    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.
    I canceled my subscription to Madison Reed in July and am still being charged monthly. I have reached out to them and the problem is no being resolved. I would like to be refunded my money and the subscription to end.

    Business Response

    Date: 01/10/2023

    Hello *******, 

    We are sorry to hear about any confusion you had with your Madison Reed deliveries. We took a look at your accounts and we found that you had two auto deliveries set up, one for the ******** Light Works and another for the ****** ************* Kit. In July of 2022 you had cancelled the auto delivery for the Light Works, however; the Color Kit delivery was still active. You recently contacted us on 1/5/23 and we cancelled the Color Kit auto delivery for you. You can return your most recent kit with this link: *********************************************************.

    We hope this information is helpful. If you have other questions feel free to reply to the email we recently sent you. 

  • Initial Complaint

    Date:11/30/2022

    Type:Product Issues
    Status:
    Resolved
    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 am VERY, VERY UPSET with this company!! I was sent an email message last week about an auto-ship. I did not need it yet & rescheduled on website to get in January or later (not sure why you can only set frequency to a *** of 8 weeks??). Then this morning at 3 am PST, I was notified that it had sent it anyway!!! I tried to see what was going on & was tossed out of my account, told I had to reset a password & then locked out of it!! OVER THREE HOURS later, I was finally able (after a very LONG hold) to get **************** on the phone. The agent was very rude & kept interrupting me. She said shed refund ********* a return label, but who knows if she really will???SO, I am now following up on my requests:1. First, I would like this order that I did not want or request credited back to my card ASAP!!!2. I would like my subscription cancelled FOREVER AND my credit card removed & forever released from your company. I dont want to do business with this company anymore!!! This is a ridiculous amount of work & pain for anyone to have to go through. I will be filing complaints and notifying my card processor. But Ill never get my precious time back for dealing with your company!! I also blame myself, as I should have cancelled everything way back in May when I went through previous issues. This is just really awful customer **************** dont deserve it. (And we no longer buy the covid excuse - its your corporate profit ************** all very well know it)

    Business Response

    Date: 12/12/2022

    Hello ******, 

    Thank you for reaching out. We are so sorry to hear about your Madison Reed experience.

    We see that you have communicated with one of our Senior Support Specialists and they have refunded you for your order and send you a return label for the unwanted delivery. Please contact us directly if you have other questions via phone at ************** or by replying to our email communications with you. 

     

    Customer Answer

    Date: 12/12/2022

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory to me, although I feel that they could have handled it a lot better. There's no excuse for this really poor customer service.  They have a nice product, they need to invest in more people, better training and website design. I also think that I would not have heard from the senior support specialist if I had not filed a complaint...

    Sincerely,

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

  • Initial Complaint

    Date:11/21/2022

    Type:Service or Repair 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.
    I have been to Madison Reed twice. 09/2022 Was a decent experience, color was nice, but I noticed my hair was more coarse and the texture was just rough, not as soft and couldn't run a brush through it. I assumed I got highlights as it does change the texture. I gave them another shot on 11/20/22: As soon as I sat down the colorist greeted me and was very nice, although she did not do hand painted balayage as requested, instead she did foils. She also said my highlights and color would need to sit for 45mins, after 50mins she looked at my hair and said "someone" would be over to wash my hair soon. I sat another 10mins (60mins total), while her and another coworker were in the breakroom talking. I got up to look for someone to wash my dye out, and I was told to knock on the employee breakroom, my hairdresser opened the door and said she thought the assistant was going to wash my hair, she proceeded to apologize and wash my hair, after that she applied toner to sit for 20mins. She shampooed my hair, did not put conditioner on my hair, I then asked for a leave in conditioner, she told me they were completely out and had some oil to put on my hair. I told her I cant brush my hair (it is long to my **** and very thick) without conditioner or at least leave in conditioner spray. She said oh I'm sorry, but we are out of stock. I left with uncombed hair, very wet in 60degree weather. I got home, my hair was so knotted, I had to put Olaplex treatment to sit for a couple hours, followed by a deep conditioner and still could barely comb my hair. My hair has broken off around the frame of my face and it came out in gobs in my brush. I have very healthy thick hair that I usually dye twice a year. I am VERY disappointed with Madison Reed in ********, *****. I would like the owner to be aware of her staff and products causing severe damage to "Beautiful Women" I would also like a FULL REFUND. The Value, Vision and Mission statement is FALSE.

    Business Response

    Date: 11/29/2022

    Hello *******, 

    We are so sorry to hear about your experience at our **************. We take all customer feedback seriously as we want to ensure your experience with Madison Reed to be the best. We took a look at your account and see that you reached out to our *********** We have refunded you for your 11/20 appointment on 11/23. We reached out to you in an effort to speak with you directly. If you have other questions or comments please reply to the email we sent you on 11/23 or you can reach us at **************. 

  • Initial Complaint

    Date:11/16/2022

    Type:Service or Repair 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.
    My hair has been damaged by Madison Reed products and technique. Last week (first week of November 2022) I went to one of their bar salons to get my roots done. One worker suggested I did a light balayage on the darker growing areas of my hair. They showed me the tone of the blond color it would be. It was golden and nice. After they washed my hair I noticed my the ends of my hair were falling on the brush I was using. The texture was like straw. I went home and called them the next day as I noticed the damage was irreparable to the point I will have to cut my hair and use a lot of products to try to repair the damage. Its impossible to reach management. The only people available to talk are hair colorists who are dismissive. They have been telling me management will call me for days and they never call back. They dont want to take accountability for the disaster they did on my hair which always have been healthy and long until this disaster happened.

    Business Response

    Date: 11/29/2022

    Hello ********, 

    We are so sorry to hear about your experience at our **************. Our management team been attempting to contact you directly via phone and email to discuss a resolution with you. Please reply to one of the emails from *****, one of our ********** Manager, so that we can assist you. Looking forward to hearing from you soon. 

  • Initial Complaint

    Date:10/14/2022

    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.
    I bought Madison Reed hair dye at Target, followed the directions for reluctant gray hair, and it didnt work. I emailed the company and provided the **** receipt, and photo of my still gray hair. They refused to refund my money because I bought it at Target. The literature in the box and on the website offers a money back guarantee and says nothing about where it was purchased. Id like my money back.

    Business Response

    Date: 10/28/2022

    Hello *********,

    Thank you for reaching out to Madison Reed. We are so sorry to hear that you did not get the gray coverage you were looking for with our Hair Color Kit.

    While we are unable to refund you for purchases made outside of our Hair Color Bars or from our Madison-****.com Website we are more than happy to reconsult with you to find your perfect match. We have licensed cosmetologists available to help color match you and send you a new Color Kit on us so that you can get the gray coverage you desire. 

    You can reach out to us directly at ************ or email us at *********************************************. We look forward to hearing from you. 

    Customer Answer

    Date: 10/28/2022

     
    Complaint: 18226404

    I am rejecting this response because:the guarantee doesnt say anything about where the product was purchased. Target isnt going to give my money back when I have no product to return. Madison Reed offers the guarantee, not Target.

    Sincerely,

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

  • Initial Complaint

    Date:10/11/2022

    Type:Service or Repair 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.
    I did not realize that Madison Reed sent me the darkest, reddest brown instead of the darkest blond until I had already used the product. After contacting the company, they told me to use clarifying shampoo to help lighten the color as much as possible. Then they stated they would work with a local hair professional to see what needed to be done. When the hair professional told Madison Reed what my hair needed to be healthy enough to lighten up, I was told that the "color policy" does not allow for the treatments my hair needs to have before color correction can be done. My hair is breaking and falling out due to their mistake as well as their advice to clarify. They are fighting me and the local professional at every step of the way even though Madison Reed said they would confirm what needed to be done and pay for it. They did not say there was a limit. They made a huge mistake and now refuse to accept responsibility to fix it.

    Business Response

    Date: 10/14/2022

    Hello!

    We are so sorry to hear about your experience with our ************* Cream. We apologize for any miscommunication. We see that you have been in contact with our Senior Solutions Specialist Team on the *********** We have refunded you for your original order and have been in communication with your local hair stylist. We have already covered one treatment and will be covering additional treatments as well as lightening services. If you have additional questions please reach out to us directly, we are more than happy to work with you on this. Again, we are so sorry that this happened, we are working with our shipping partners to find out how this happened. 

  • Initial Complaint

    Date:09/17/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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 used madison reed which advertises SAFE ammonia free hair color. The color was beautiful, HOWEVER, my HAIR started falling out. Upon doing more research, this happens to many people and THEY DONT WARN YOU. Some people have reported using this for YEARS and almost all their hair is gone. Why is this legal?!?

    Business Response

    Date: 09/19/2022

    We're so sorry to hear about your experience, ****** We 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 What Causes Hair Loss? Reasons & Solutions, Explained (https://www.madison-****.com/blog/reasons-and-solutions-for-hair-loss).  Also, please know that 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. This study also 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. 

    Again, ******, we would like to help and have sent and email follow up surrounding your account to the email on file. We have also refunded you for your last order. You can reach out to us directly at ************. We look forward to hearing from you.

    Customer Answer

    Date: 09/19/2022

    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:09/16/2022

    Type:Sales and Advertising 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.
    I had appointments at Madison reed salon on sept 16 and I rescheduled for sept 6 2022 they changed my credit card 50 dollars when I missed my sept 16 . I spoke to customer service and told them I rescheduled for September 6 . They were rude and disrespectful. And did nothing to help me . Also they had my credit card on file without me knowing . That is is illegal. I will never ever go there again

    Business Response

    Date: 09/26/2022

    Hello ******, 

    We are sorry to hear about your less than stellar experience with Madison Reed. 

    We looked at your account and see that you have already been refunded for the accidental cancellation fee. We are so sorry for the confusion with the cancellation of your appointment. We have your card on file due to our Cancellation Policy which can be found on our website here: https://support.madison-****.com/hc/en-us/articles/360038441891-What-is-the-Hair-Color-Bar-Appointment-Cancellation-Policy-

    We reached out to you directly to answer any questions you may have. Please feel free to reply to our email if you have other questions. 

Madison Reed is NOT a BBB Accredited Business.

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