ComplaintsforHair Club For Men, LLC

• Initial Complaint

  07/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I thought this product was for me but have considered it otherwise and would like a cancellation with a refund for services not satisfactorly provide. The hair system displays balding after the first week of wearing, at the very front hair line and is unavoidable.

  Customer response

  07/10/2024

  I had a follow up appointment today with ***'s ********** They had a new hair piece read for me it was a French Lace and not the .03 mm which was not ideal for the Arizona's Summer ******** The Skin hair system was losing its hair all to soon and the hair dresser assured me that not all hair systems are alike, every so often their happens to be a defectives hair piece. They treated me with the up most courtesy and great customer service. They did not charge me for the replacement. I would like to close this complaint. 

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was a member of HCM. And I was paying them $410 for my hair service every month. They would do an automatic withdrawal from my ***** Fargo Credit card by 1st of every month. On April 3rd, 2024 I gave them a 30 day written notice to cancel my service going forward. I already paid them for the month of April ******** So that should have taken care of all my payments. However, HCM took $410 again for month of May 2024 from my WFargo credit card. And I immediately disputed the charge with the credit card company. They contacted HCM and asked to refund the $410. But they declined stating that I have a contract with them for which they send a copy of the contract to ***** Fargo. Wfrago send me the contract on which HCM forged my signature. I am attaching the contract. You can clearly see that on the signature line, they clearly misspelled my name and for sure not my signature. I have been a customer with them for more than 20 years. And to treat me like this after all those years is very sad. I would like to see if I can get my money back of $410 which they took from me unjustly. Thanks.

  

  Business response

  06/27/2024

  Thank you for forwarding ************************* concern to our attention. Please note that we are currently investigating the allegations and request additional time to submit our response. We will be able to respond to the complaint once the investigation is completed. We apologize for the inconvenience and thank you for your patience.

  Customer response

  07/01/2024

   
  Complaint: 21886022
  
  I am rejecting this response because: They have not given any resolution on the matter. Their response state that they are still investigating. We need to keep the case open till they respond and keep the pressure on them. I firmly believe that they are at fault here. 
  
  Sincerely,
  
  *********************

  

  Business response

  07/02/2024

  Please note that the client was a member of HairClub from 2008 until 2024 and signed their newest Silver Level Membership Agreement on 5/10/2023. 
  
  On 4/3/2024 the ******************* received a 30-day written cancellation notice for this client when he came to his final New Style Day appointment that was included in his membership package. The center immediately informed the client that as he was receiving his last custom head-of-hair one month early (in April instead of May) he would still be required to pay his final monthly fee in May. 
  
  Following that visit, the center was later notified that this client had disputed their final month's payment through their financial institution and that is when we provided all required documentation showing this charge was authorized.
  
  Not only did this client's financial institution side with our company when reviewing this client's agreement and signature, there would be no reason for this client to admit to providing a 30-day written notice if they claim to have never signed the agreement. 
  
  In summary, this client signed a membership agreement and used the entirety of their services which is why no refund is to be offered.

  In case that ************** have any further questions, we invite him to reach out to our Regional Vice-president of Sales ********************* ********************* and discussed his concerns with her directly.

  Best regards.

  Customer response

  07/03/2024

   
  Complaint: 21886022
  
  I am rejecting this response because: they never mentioned that i am receiving early hair in April instead of May. I gave them the 30 day notice after I have received my service which was my monthly routine service. So, it is a lie. Secondly, my bank has no authority in this matter since it is a legal issue and told me to pursue this matted through Better business bureau. Thirdly, the contract they sent to the bank that they said I have signed was forged. And I have sent a copy to you guys also. Please let me know what my course of action should be, I do not want to contact any member from HCM as they will give the same bull s*** (sorry for the language, I am really frustrated). 

  
  Sincerely,
  
  *********************

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am having an issue with quality of hair system that I am being provided at ************ location. Most of the hair systems from current location do not last long, and hair shed very quickly. This was not the case at my previous ********* location. Most recently, the hair system went bad within 2 days, and they repeatedly refuse to replace it. They are very stubborn, refuse to replace the torn and low quality hair system, and will not agree to their fault, and have condescending to e which reflects very poor customer service on the part of management and stylist. In all fairness, there are indeed couple people who are somewhat understanding, but overall they are stubborn and unwilling to accommodate any requests. They are totally unwilling to agree that poor quality of hair system can lead to it going bad in couple days only.

  

  Business response

  05/17/2024

  This client joined HairClub in 09/18/2021 for an Initial Membership that includes receiving six custom hairpieces and is estimated to take 12 months to complete. 
  
  As these clients are new to wearing hair, we use this time to learn their preferences and schedule them up to receive a new hairpiece every other month but adjust depending on the client's lifestyle - which can be done as Initial Membership client's must pay in full at the time of signing. 
  
  The client *********************** completed their entire Initial Program in just seven months and, from the very beginning, showed that their lifestyle (or personal preferences) would require more frequent hair replacement. In fact, this client received a new hair replacement during their initial program three months in a row on: 1/8/2022, 2/4/2022, 3/25/2022. 
  
  I clarify this as this client has stated these issues were recent;however, even from starting with HairClub, this client has shown that they prefer more frequent visits. This is why HairClub has a range of Membership levels to accommodate different lifestyles or preferences. 
  
  Currently, this client has signed an agreement for our Gold program that includes 6 custom hairpieces that are only to be scheduled every two months (as this is based off monthly draft). Despite having signed this Membership agreement two months ago, on 3/30/2024, this client has already used two hairpieces (on 3/30/2024 and 4/30/2024) and is already requesting a third. 
  
  As this client has showed increased need for more recent hair changes over the three-year history with our company, this client was informed that he would either need to wait and follow his agreed upon schedule or upgrade to higher membership level (such as our Platinum membership that includes monthly hairpieces). 
  
  In summary, the ******************* has attempted to address this client's concerns; however, this client has shown a consistent need for more hair replacement and the center cannot continue to provide benefits that it has not yet been paid for. 

  In case that Mr. *********************** have any further questions, we invite him to remain in contact with the Director of Sales ********************* ********************* and/or The Vice President of Operations ********************************* *********************** to discuss. We are committed to our clients' satisfaction.

  Customer response

  05/17/2024

   
  Complaint: 21707982
  
  I am rejecting this response because:

  The hair system they are providing more recently has been clearly of lower quality that it does not last even a week. Previously, in ******, the hair systems would last long, or they would be willing to help immediately. But in *******************, they REFUSE to admit that their hair systems are Lower in Quality. I want to cancel my membership and want Refund for last 6 months from them immediately. 

  
  Sincerely,
  
  ***********************

  

  Business response

  05/28/2024

  Again, the client has shown to need more frequent hair replacement since starting with HairClub in 2021 at the Boston center - going through an expected twelve-month program in only seven months. 
  
  This can come from a multitude of reasons, such as client lifestyle or preferences; however, this client's three-year history with HairClub shows this change is not recent. 
  
  This client signed a one-year contract on 3/30/2024 for our Gold membership. While I can offer to cancel this client's contract, I cannot offer a return of their payments. This is due to the fact that they have attended three New Style Day appointments (where custom hair was applied) and three Salon visits (where hair is reapplied or adjusted) over the past six months. 

  In case that Mr. *********************** have any further questions, we invite him to remain in contact with the Director of Sales ********************* "*******************"  to discuss. 

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear ***/*****,I am writing to express my dissatisfaction with the services I received from Hair Club for Men, particularly at the *******, ** site. On November 28, 2023, I underwent a consultation via Zoom with a representative located in *********, **, during which I was promised services and products including six hair toppers and eleven hair salon visits.Despite these promises, my experience with Hair Club for Men has been overwhelmingly disappointing. Following my initial hair topper, cut, and color, I found the topper to be excessively large and the cut poorly blended. Despite assurances from the stylist that the next topper would fit better, I encountered further issues. After a short period of wear, the color of the topper began to fade and take on an undesirable grayish tone.On January 31, 2024, I had an appointment with **** for washing and treatment, during which I was attended to by another stylist named ******. ****** attempted to match the color of my hair to the topper, but the result was far from satisfactory; the color turned out to be a white hue with an orange tinge. Subsequent attempts to correct this color only exacerbated the issue,leaving me with orange hair and a scalp that was irritated and inflamed. Before I visited ************** my hair was a healthy natural blonde color, and now is very dry and damaged. Despite numerous visits to the salon to rectify these problems, the results have been consistently poor. On April 5, 2024, I consulted with a supposed color specialist named ******* from AZ, who bleached my hair in an attempt to address the issue. However, after five hours and two attempts, my hair was still tinted orange. Furthermore, I experienced significant discomfort, with my scalp feeling as though it were on fire.Following discussions with the manager, *********, and subsequent communication with corporate representative ****** via Zoom, I was offered a partial refund of $2805.00 or $2000.00 along with a second topper, contingent upon agreeing to a gag order prohibiting me from discussing or seeking legal recourse regarding my experience. The full price I paid for six toppers was $4497.00 with eleven salon services.I find this offer inadequate given the extent of the issues I have faced and the impact they have had on both my hair and overall well-being. The integrity of my hair has been compromised, resulting in dry, brittle strands, and a color that remains incorrect despite numerous attempts to rectify it. Additionally, my attempts to communicate with Hair Club for Men via phone and text have been met with unresponsiveness and broken promises.Therefore, I am requesting a full $4497.00 refund, which I intend to use to seek the services of a reputable color correction specialist who can address the damage caused by Hair Club for Men.?I trust that you will take prompt action to address this matter and provide me with the resolution I seek. Please contact me at your earliest convenience to discuss this further. I urge anyone seeking help with their hair not to use ********** Customers will be highly disappointed with the services and broken promises. #************ Thank you,*****************************

  

  Business response

  05/13/2024

  Please note that this client signed our Membership Agreement on 11/28/2023 and began her ******** services on 12/13/2023 - receiving her first custom hair piece on 1/4/2024.
  
  On 2/3/2024 this client called into the Seattle center and informed our staff that she had gone to an outside salon for color services and was unhappy with her hair color. She requested that the front desk schedule her for a complete foil (highlight session) of her hair. While it is outside policy to attempt to correct outside chemical services, the Seattle center did want to address the client's concerns. 
  
  At that time, the client was scheduled to come into the center on 2/3/2024 and have a member of our stylist team evaluate her hair. Our staff noted that her hair appeared damaged from the most recent coloring and, rather than completing the foil service the client requested, gave the client a 60-minute Deep Conditioning treatment to help the health of their hair.
  
  Following that date, our staff has attempted to appease this client by servicing them on 2/27/2024 (90-minute *************** 3/9/2024 (90-minute ******************* and 4/5/2024 (180-minute Partial Highlight). 
  
  In summary, our staff has serviced this client four times following the chemical services she had completed by an outside salon. On 4/6/2024, despite not qualifying for a return based on the Membership Agreement the client signed, a refund was offered to this client.
  
  This client was not presented with a "gag order" but rather our standard Refund and Release agreement that is policy for all clients to sign - this formally ends the consumer relationship and any previous contracts. 
  
  HairClub is still willing to offer the refund of $2,805 to this client; however, simply need her to sign, and return, the Refund and Release Agreement that she was given. 

  In case that ********************************* has any further questions or concerns, we invite her to remain in contact with The Director of Sales ********************* ********************* or The Regional ************************************** *********************** to discuss. We are committed to our client satisfaction.

   

• Initial Complaint

  03/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 1/16/24 I went to a free consultation with my husband. They took blown-up photos of my balding scalp, which were disturbing. This was a tactic used to make us vulnerable to their deceptive consultation. We were told that I would receive a 1 1/2-hour Treatment once a mo. for 18 **. The salesperson convinced ** this was the best option and would Guarantee my hair growth. We asked for details for treatment but were never given specifics. She promised when I went to the 1st visit they would explain. She gained our trust and avoided our questions. I was completely dissatisfied on the first visit and realized the deception. I DIDN'T receive the "promised treatment". I received a shampoo conditioning with heat lamps. Their "best" technician was unprofessional by leaving the room and was interrupted several times. The tech said they use natural products but the smell was overwhelming and my scalp was irritated for a week. My hair felt drier and more unhealthy after my so-called "Treatment". I immediately put my hat on and left in disgust. I was upset and could not imagine going back there for 18 mo. The deceptive business practice prays on vulnerable people. The salesperson made it seem they have special treatment since they specialize in hair restoration costing $6000. I was a licensed hairdresser and esthetician for 20 years so I know what a shampoo and conditioning treatment does. We weren't given the specifics for the home care either. She avoided the question. What I received I could easily buy OTC.I contacted management after the 1st visit to let them know I was dissatisfied with the service and business practices. She sent me back to the person I was complaining about which is horrible customer service. Overall...Deceptive information during consultation, unprofessional/horrible service, skin irritating products, Purposly lacking details, and avoided questions were deceptive. How can someone prepay for a service they have never experienced? Fraudulent practice!!!

  

  Business response

  03/19/2024

  Thank for forwarding this complaint to our attention. Please note that after an opportunity to investigate and discuss the allegations with The Director of Sales *********************.

  On 1/16/2024, ************************* and her husband attended a consultation at our *********** location. A Trichoview analysis (where we examine photographs using an in-depth microscope of various locations on the scalp) was completed for the client - which the consultant is certified in;however, the reasoning for this is to examine the client's scalp/hair health and determine the best course of action for the client. At HairClub, we value basing our services of scientific reasoning, along with accounting for client lifestyle and preferences. 
  
  During that meeting the consultant, ******* and her husband all agreed that the best course of action would be to attempt to repair the client's hair through our *** Program. 
  
  Not only was the *** program described to this member during the consultation, but she also signed a Membership agreement on 1/16/2024 - where the details of the program are described under Section 3 (labeled *** ****** Services). Please see attachment.
  
  Our *** program utilizes patented products and is not something that can be described as a "simple shampoo and conditioning treatment." The products that we use are helping thousands of our members,nationwide, achieve hair goals. In fact, we utilize the same Trichoview analysis (that this client mentioned) throughout various points in their program to show client's their exact regrowth - down to the mm diameter changes in specific hair strands. 
  
  Now, I would like to offer this client a "restart" to their program and would like to schedule them with another specialist who can be of assistance. I do want them to understand the take-home kits (as they are vital to their success) and would like to ensure she has an experience where she does not feel rushed.  

  In case that ***************************** have any further questions, we invite her to be in contact with ********************* ********************* to discuss. We are committed to our clients satisfaction and look forward to continuing to our clients.

   

  Customer response

  03/25/2024

   
  Complaint: 21443325
  
  I am rejecting this response because:

  As stated in my complaint, the sales person was misleading and did not explain the treatment. If I had the specific information I would not need to file a complaint. I think they purposely scheduled my first appointment a month later so I couldn't change anything. I did not receive any details about Treatment until that 1st visit (a month later) which was awful. In the consultation they used blown up photos and tactics to make me feel vulnerable so I trusted them. I no longer believe anything they tell me after this experience.  

  I truly cannot trust ********* to help me. This is why I came to the BBB. Thank you for your help with this matter. 

  I was told that the "technician" was their "best" and was a manager. If that is their best how can they offer me anything better? This company cannot help me at this point. I am not comfortable trusting them with my scalp. I read other reviews where customers lost all their hair due to poor staff. I do not want to take a chance that they could damage my scalp more. 

  I was told misleading information from the beginning and I do not want to do business with this organization due to its fraudulent, tricky business practices. I explained this to their manager and she told me to talk to the sales person for a resolution. The same person I was complaining about, this is poor customer service and did not address my concerns. 

  I was given vague, false information!! The 1st visit consisted of a shampoo, condition and blowdry, which was awful. It took an 1 1/2 for my hair and scalp to feel worse than when I arrived. I had an allergic reaction to the products. My scalp was itchy and felt horrible for days. My hair felt dry and worse than when I arrived. I could not wait to leave. I was so embarrassed I put a hat on my head. Also, parts of the technician's station were not even clean. This was disappointing as well as unsanitary. My scalp was irritated for days and I could not use any of the recommended home products. I tried to return them and they should not take them back (even within the 30 day return policy stated on the site). 

  I appreciate your help. 

  Sincerely,
  
  *************************

  

  Business response

  03/28/2024

  I would like to clarify that Hairclub does not use enlarged photos to attempt to defraud clients. The consultant that assisted ******* is certified in Trichology (which is the scientific study of the hair and scalp).We train our consultants in this to ensure we are giving educated advice to address their specific needs - as there are many causes of hair loss. 

  
  Not only was the treatment plan described to the client, but the program is also clearly laid out in the Membership Agreement that ******* signed on 1/18/2024 - please see under Subsection 3: Description of *** Client Services.
  
  Hairclub does take these complaints very seriously and I coordinated to have one of our employees in the *** Team (those who train our specialists) fly in for a surprise inspection of the center. That employee reported that the center was clean and within standards. I do understand that ******* does not seem to care for the stylist she was scheduled with, and this is why I have offered to "restart" her program and ensure she is scheduled with someone she is more comfortable with - I want her to feel valued and comfortable as she goes through this process. 
  
  If ******* agrees to this, I can also ensure that a new trichoview analysis and sebum swap are completed of her scalp to ensure that we are picking the best product kit for her specific needs.
  
  In conclusion, the consultant is trained and certified in Trichology (which is the scientific study of the scalp and hair) and the benefit details within the *** program were discussed during the consultation and clearly described in the Membership Agreement that the client signed. We are willing to offer this client a restart to their program with a new stylist,however, they do not qualify for a refund. 

  In case that ***************************** have any further questions or concerns, we invite her to remain in contact with The Director of Sales ********************* to discuss. We are committed to our clients satisfaction.

  Customer response

  04/04/2024

  Dear Representative,

  I am having a hard time communicating to this company. I do not understand how affected we have been from this ordeal. This company is still refusing to refund me for a service I did not receive and do not want due to the products irritating me and the unscrupulous business practices. I will reject the offer they sent today. Is there anything else you can do to help my husband and I?

  Kind regards, 

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

  Customer response

  04/04/2024

   
  Complaint: 21443325
  
  

  Dear Representative,

  I am having a hard time communicating to this company. I do not understand how affected we have been from this ordeal. This company is still refusing to refund me for a service I did not receive and do not want due to the products irritating me and the unscrupulous business practices. I will reject the offer they sent today. Is there anything else you can do to help my husband and I?

  Kind regards, 

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

  
  
  Sincerely,
  
  *************************

  Customer response

  04/04/2024

  Despite your efforts to rectify the situation, I still decline the offer to restart your program. My decision to seek a refund is not solely due to the stylist. There were multiple factors contributing to my dissatisfaction.
  Firstly, there was a notable inconsistency between the information provided during the consultation and the experience. I was not told I would get Minoxidil. I informed the salesperson that day that I had already used this before. She could have mentioned what products are used for this service, but instead, I was told I would get this info on the 1st visit. This discrepancy left me feeling misled and deceived. I am uncomfortable continuing with your business and lack trust in its commitment to my best interests. I feel the company has unscrupulous business practices. If you genuinely care about your clients and take complaints seriously, you should acknowledge the importance of experiencing products and services before committing to them. You would have no problem backing up what you have to offer with a money-back guarantee. (Any confident company would). The first appt was scheduled a month later after consultation. It is as simple as you test drive a car before buying. 
  Secondly, the adverse reaction I experienced, such as an irritated scalp/dry hair indicates that the products or treatments are not suitable for me. As someone allergic to certain ingredients in hair care products, this is a significant concern. Offering to restart the program overlooks my clear indication of a negative reaction to your products. The salesperson gave the impression that this was a unique hair treatment. They never explained details just called it  The Treatment.
  While I prefer that we find a resolution I will not hesitate to escalate this matter to social media, complaint boards, or the Attorney General, etc.
  
  

  Customer response

  04/08/2024

  I would also like to add I felt un duress during this consultation. I was extremely vulnerable and this is why I feel that this business can use this as a way to have people sign contracts before even having an experience of the service or products. I would have perfectly willing to pay for a service and product I felt was fair and reasonable.

  

  Business response

  04/11/2024

  HairClub have been actively engage in trying to resolve this case. Unfortunately ***************************** rejected the offer to restart her program with the a new stylist.
  

  Our consultants are trained and certified in Trichology (which is the scientific study of the scalp and hair) and the benefit details within the *** program were discussed during the consultation and clearly described in the Membership Agreement that the client signed. We are willing to offer this client a restart to their program with a new stylist, however, they do not qualify for a refund. 
  In case that ***************************** have any further questions or concerns, we invite her to remain in contact with The Director of Sales ********************* ********************* to discuss.

  Customer response

  04/16/2024

   
  Complaint: 21443325
  
  I am rejecting this response because:

  Your company keeps offering the same response. How can I RESTART a program that I had an allergic reaction to? This makes absolutely no sense at all. This is not about the stylist. This is about the business practices and the products. I cannot continue a program that made my scalp itch and I reacted negatively to the products. They have a strong synthetic aroma and I am allergic. I was not told that I would be given Minoxidil at the consultation. Nor was I given a sample of the shampoo, conditioner etc. I was told these were natural products. I use natural products all the time without a reaction.

  I have worked in high end salons for many years and have many clients and coworkers that I am willing to share this experience. I have left this off social media in hopes for a peaceful resolution. I have asked this for some time. 

  I was always willing to pay for any services I have received, although negative and any items I received. I do not think I should pay for a service that is supposed to be for a year and a 1/2 that I cannot do due to my reaction.
  
  Sincerely,
  
  *************************

  Customer response

  04/17/2024

  Dear Better Business Bureau, 

  I noticed you closed my case, but I truly do not feel this is resolved. This business refused to help me with my issue.  I had an allergic reaction to their products and they used unscrupulous business practices from the start. I was completely misinformed at the consultation and after the first visit I realized I was deceived. I have been willing to pay services and products from the 1st visit, even though I could not use them since they cause a negative reaction to my scalp and hair. Once I experienced them in the office I never open them. I offered to return them unopened and they refused.  I have only asked for a refund for services NOT rendered. I am willing to take this to the Attorney General and ************* Please tell me if you can help. I truly appreciate your expertise. 

  *************************;

• Initial Complaint

  03/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On September 21, 2023, I went to the hair club for an assessment of my hair problem. I was told that my hair would not grow back in the mold of my head. I was measured for a permanent wig. They took my measurements and I chose a style of hair that I liked. I was informed that this hair would be made for me and it would take about 6 to 8 weeks to complete. I paid them by bank card $4,584, which they readily took my money. In mid November I called to find out the estimated time for this special wig to be completed. I never got a response to my inquiry. No one ever calls, emails, or text me with any details and to explain why this was taking so long to complete. In January 2024, I was finally able to talk to a real person and they said it would be another 5 weeks to complete. As of today I have not heard from anyone at this business. I am a 72 year old senior citizen living on a fixed income, I cannot afford to give away this much money and do not get anything in return. I want them to return my money to me. I no longer want this wig they were suppose to be making. They should not be taking advantage of me because of my age. They have a terrible customer service issue.

  

  Business response

  03/07/2024

  Thank you for forwarding this complaint to our attention. Please note that after an opportunity to investigate and discuss the allegations with our centers staff, we have reached an amicable resolution.
  
  We continuously strive to provide our clients with the ultimate experience, and that means working with each client individually to ensure they are happy with their services and their journey in feeling better about their appearance. That is exactly what our staff continues to do for ***************************.
  
  In case that *************************** have any further questions, we invite him to remain in contact with The General Manager ************************* ********************** or with The Director of Sales ********************* ********************* to discuss. We are committed to our clients satisfaction and look forward to continuing to work with the client.

• Initial Complaint

  02/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Knowingly, charged credit card without having the service! Then said, if I report it, they will drag it out for months! I feel their intention is not to help you, but to zap your card...

  

  Business response

  03/04/2024

  Thank you for forwarding Mr. ********************* complaint to our attention. Please give us the opportunity to investigate the allegations with the center staff, area director and regional director. We are disheartened to hear Mr. ********************* is dissatisfied with HairClub. We continuously strive to provide our clients with the ultimate experience and that means working with each client individually to ensure they are happy with their services. We apologize for the inconvenience and thank you for your patience.

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Went to get consultation for hair club in ************* ** she took pictures on my scalp I said that I am currently taking prp for my scalp I want to continue that rest of my life she said no problem when ever you go for prp we will remove your hair piece and you can go and I asked I need part on my hair piece she showed picture and said you will get part and talking about my family how many kids you have etc to convert my direction not ask too many questions I didnt know that time now I realize all sales trick like you want coffee or ******* then I gave full payments and my first visit the lady with no experience she put hair piece and put lots of glue and pain my head after she put the hairpiece she was cutting with no experience and came home all hair piece was sticking on my head because she was cutting with no idea then went there second time with different hair stylist she was taking of that hair piece by putting some liquid she was pouring on my head and ears she didnt even mentioned what kind of liquid no sorry nothing after I asked what liquid was that just saying mineral oil etc then sorry then she put different liquid no idea what is that if you go professional place for facial etc each time they apply anything they tell what they applied and ask are you sensitive for anything etc here nothing First **** she doesnt understand English how do I will communicate and Second **** said if you shave head front your hair will stick good and convince me to shave and I didnt know these all no experience in this area and she said one Indian lady her name some ***** she saved her head do you want to talk to her etc by convincing to shave and I came ho e and told to my family all yelled and against to shave our religion only if some died or god sacrifice those reasons only shave they lied first consultant lady she said I can go for prp I asked her millions time now I dont go to any appointments I want my back and this business is so fraud lie and dirty sink hot sick went to dr hot respiratory virus f from there

  

  Business response

  03/04/2024

  Thank you for forwarding Ms. **** **** complaint to our attention. Please give us the opportunity to investigate the allegations with the center staff, area director and regional director. We are disheartened to hear Ms. **** **** is dissatisfied with HairClub. We continuously strive to provide our clients with the ultimate experience and that means working with each client individually to ensure they are happy with their services. We apologize for the inconvenience and thank you for your patience.

  Customer response

  03/05/2024

  Hi there I was called from hair club and they refunded my money thanks for your help BBB

  Customer response

  03/06/2024

   
  Better Business Bureau:
  
  Hi there I was called from hair club and they refunded my money thanks for your help BBB

  
  Sincerely,
  
  **** ****

• Initial Complaint

  02/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My journey with hair started back in 2022 when I met with a consultant by the name of *******************. She looked at my hair determining that I would not really be a candidate for hair transplant since my hair seemed weak. She advised that hair ******** would perhaps work for me. I informed her at that time that come January, I would be getting my hair into sistalocks and what I really would need, is simply to cover my edges which is why I had gone to them in the first place. I told her I would do this on my return from Africa perhaps around March 2023. I met with **** and she then advised that perhaps instead of the Xstrands, I should get RestorInk. I paid for the restoreink $3,199. I saw pictures of the RestorInk and I was excited to finally have edges on my forehead. I started "treatment" At the end of July 2023. The first appointment was so disastrous because the pain was excruciating. I called **** and let her know that I needed a refund and she said she would have the director call me to discuss this. Long story short, they said I would not get a refund since I had already started the process. RestorInk is supposed to give an illusion of hair. Mine looks like a horrible dye job. My forehead looks much worse than it did without anything. It is permanent. I want Hairclub to refund my money $3,199 so that I can put it towards redoing something else over this to hide the horrible job they did. I want Hairclub to be held accountable for this and not to ever mislead and misinform their clients again. I asked the technician at the end of my treatment; at what point would this look like hair, and she told me this was it. I was shocked! The technician told me it was her first time to work on a ladys edges. I am so ashamed of how I look. I was unconfident without my edges, but I feel much, much worse now because I cannot even hide this dark ink. I need my money refunded.

  

  Business response

  02/23/2024

  Thank you for forwarding Ms. ********************* complaint to our attention. Please give us the opportunity to investigate the allegations with the center staff, regional vice-president and regional director. We are disheartened to hear Ms. ********************* is dissatisfied with HairClub. We continuously strive to provide our clients with the ultimate experience and that means working with each client individually to ensure they are happy with their services. We apologize for the inconvenience and thank you for your patience.

  Customer response

  02/24/2024

   
  Complaint: 21306894
  
  I am rejecting this response because: the business has not done anything yet. I went to show the work done to their office in person and met with ******************* on Thursday 02/22/2024 at 8:30am. She took some and stated she was going to share them so they can see what they can do to resolve his. She did mention that I signed a contract,which I did. However, a contract does not mean you do not offer the service the customer paid for and that the contract dates was supposed to happen. I paid over $3000 but the job looks like a $50 job if that. ***** said they would get back to me but I have not heard anything yet. 
  
  Sincerely,
  
  *********************

  

  Business response

  03/04/2024

  Thank you for forwarding this complaint to our attention. Please note that after an opportunity to investigate and discuss the allegations with our centers staff, we have reached an amicable resolution.
  
  We continuously strive to provide our clients with the ultimate experience, and that means working with each client individually to ensure they are happy with their services and their journey in feeling better about their appearance. The Director of Sales ***************** issued Ms. ********************* a refund in the amount of $1,500,00 to the original method of payment, as full accord and satisfaction of all claims and demands that client has or may have against HairClub.
  
  In case that ************** have any further questions, we invite him to remain in contact with **********************;****************** and/or the Center Manager Kenya Bell ****************** to discuss. We are committed to our clients satisfaction. Please see attached refund contract for further reference.
  
  Thank you.

  Customer response

  03/14/2024

  I have not received the refund to date. I let the company know that the method they were using was not going to work since I had closed that account. They told me to contact my bank which I did and they said since I closed the account, the payment would be returned to the sender. I signed that agreement based on what it said "I would receive a refund of half of the amount I spent". I signed it thinking a check was going to be sent to me. But ******************* who was my contact at the company told me it would be sent to the previous payment I used to which I told her that account was closed. She advised that I would have to call my bank. So, all in all, I have not received this refund.

  Customer response

  03/18/2024

   
  Complaint: 21306894
  
  
  I have not received the refund to date. I let the company know that the method they were using was not going to work since I had closed that account. They told me to contact my bank which I did and they said since I closed the account, the payment would be returned to the sender. I signed that agreement based on what it said "I would receive a refund of half of the amount I spent". I signed it thinking a check was going to be sent to me. But ******************* who was my contact at the company told me it would be sent to the previous payment I used to which I told her that account was closed. She advised that I would have to call my bank. So, all in all, I have not received this refund.
  
  Sincerely,
  
  *********************

  

  Business response

  03/25/2024

  Please note the following:

  On February 28, 2024 ************** signed our Refund and Release Agreement, agreeing to the refund amount of $1500 that would be applied back to her original method of payment. Please see attachment paragraph #1 one of the signed agreement. 

  On March 2nd, 2024 *******************, Center Manager, issued the $1500 refund to ************** per our procedure and the $1500 was refunded back to the ****************** original method of payment (cc ending in 0745 see attached). 

  ************** currently states that the credit card ending in 0745 has been closed.  ************** did not disclose this prior to the refund transaction or signing our agreement. ********* is unable to issue an additional $1500 refund at this time as doing so would double the refund amount.  ********* will investigate the refund transaction further through our accounting department.  If we can in fact see that the refund was not applied to the original account, we will issue a check refund. We are requesting a reasonable amount of time to complete the investigation and response, of 5 business days. We will follow through with an update by Friday March 29, 2024.

  Customer response

  03/28/2024

   
  Complaint: 21306894
  
  I am rejecting this response because: When ******************* told me the refund was going to be sent to my original method of payment, I clearly told her that account was closed and she told me- in no uncertain terms- that I would have to reach out to my bank about that. For this company to say I did not disclose this information is a total absolute lie. ******************* should tell them the truth of our discussion.  That said, ******************* left me a message on 03/22/2024 saying her regional Director had called and left me a message inquiring what my address was that they were going to issue me a check and mail it to my address. I emailed ******************* my address to which the check can be mailed. This is very disappointing.
  
  Sincerely,
  
  *********************

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Been with hair club for the last 5 years. Any small problem I had with my hair, they took care of promptly. In October, I had a new piece put on and the color came out pink instead of my usual color and placed an inch too high on my head because the piece they ordered was too small. I had to call for over a week and when I came in there was no new piece, they had to work with what they had. When it came time for the next replacement, the company ordered the wrong color and I was given then dark maroon hair. Despite multiple trips to lighten it, it remained a color I could not wear in public and I was forced to wear a hat at all times. Finally when I was brought in in January for another new piece to fix the issue, the color was so orange that o again have been forced to wear a hat at all times because the color is so unnatural. Despite employees agreeing with me that it is not correct, the new hair has not been received, and I have been paying $443 a month not including tip for a product that nobody will fix. In my time with this company I have paid them over ******. Yet they feel like they can continue to take my money and not deliver their product they promised. It seems like nobody cares and they are no longer holding to the standard of discretion and quality. The individuals at the ******* location have treated me well, however the company as a whole has failed me. I have included a photo of my hair in its normal color and placement, a photo of the maroon hair, a photo of the pink hair with bad placement, and a photo of the orange hair. I complained to the regional director on 2/3 and have yet to hear back

  

  Business response

  02/19/2024

  Thank you for forwarding *************************** complaint to our attention. Please give us the opportunity to investigate the allegations with the center staff, area director and regional director. We are disheartened to hear *************************** is dissatisfied with HairClub. We continuously strive to provide our clients with the ultimate experience and that means working with each client individually to ensure they are happy with their services. We apologize for the inconvenience and thank you for your patience.

*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. ↩