ComplaintsforHair Club For Men, LLC

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June, 2023 I went to the offices of Hairclub in ********* ** for a consultation regarding their services. We met with ************************************* about their services. She explained the process and we purchased their Xstrands product, ***** strands. She explained that this is a synthetic product that would be attached to my own hair. On July 8th, 2023 I had my first appointment where the first ***** strands were attached. I was extremely excited to start having ****** hair again. However the excitement quickly turned into horror as shortly after the service, both the strands and my natural hair began falling out at a faster rate than ever before. To a woman this is horrifying. I began collecting the loss and at my next appointment on July 22nd, went to ******** in tears about the accelerated hair loss. I wanted to stop the services at that time from fear of losing what little natural hair I had, but ******** talked me into "starting over" and trying a modified service. In a spirt of working together, I tried. This included some scalp services and a reduction of the application of 500 new strands. Unfortunately my accelerated hair loss continued. On August 12, I had another appointment where the situation continued, and again expressed my concern. After this continued loss of hair, I decided to wait to see if the hair loss would subside if I did not continue the service. I did not return to Hairclub and in October of 2023 I reached out to ******** explaining to her that this was not working and I would like to stop services and work out a refund of the unused services. For 3 months we have been going back and forth with them offering $1000 refund, but I do not feel that i've recieved $2795 of services. I replied that I felt it would be more appropriate for those numbers be switched to a refund of $2795, and other than "corporate has not responded yet" from ********, we have heard nothing from them.I am happy to pay for services rendered, but this offer is not that.

  

  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.

  Customer response

  02/22/2024

   
  Complaint: 21277703
  
  I am rejecting this response because: There is not an offer in this complaint. 

  The company has reached out to my husband and they are discussing the issue, but they have not yet come back with a satisfactory solution to the problem.

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

  

  Business response

  02/28/2024

  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 ***** Best approved ******************************* a refund in the amount of $1897.50, as full accord and satisfaction of all claims and demands that client has or may have against HairClub. Please note that HairClub is waiting for the client to sign the refund documents that our image consultant ************************************* sent to the client on Tuesday 2/27/24.

  In case that ******************************* has any further questions, we invite her to remain in contact with ***** Best ******************** or ************************************* ************************** to discuss. We are committed to our clients satisfaction.

   

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed a contract with hair club in *********** ** I was told it was for 1 year and included 4 hair toppers I have lupus and fibromyalgia I had a small bald spot and I was told I would get human hair pieces and since the first time I felt like the hair was stiff and that it tangled a lot it caused me skin and scalp irritation I always made that known I was told after several appointments that there was a scalp treatment I could get and that it was included in the price how ever I only had once they removed the hair with cleaners and as a result I now am completely bald and at my last appointment they didnt have my hair piece they were suppose to put on so the manager tried to give me one that some one had cut really short on one side and long on the other when I said no the said I could wear the old one out I said no its lost so much hair that you can see the glue ring . Then the found one from another client and let me wear that one and it proved to me what I always suspected the hair that I had been given the times before were not real human hair like I was told I would get but this one was so that gave me the relief of the irritation of my skin and scalp which has been unbearable because of the cheap non human hair they were putting on me . They never kept their in of the contract I didnt get human hair I never got the color or texture I was suppose to get I never got the scalp treatment that was included in the price they said it was 1 year and 4 hair pieces and now they say it was 6 months that when I renewed it would be considerably less yet its more and now I need the hair more then ever because they shaved my hair of . Im not seeking a refund but I do think they need to give me 4 hair pieces that are real human hair like I was promised and that they need to include everything that was in the contract like the scalp treatment. I believe it Cousy me $4,500. I they had told me for six months like they say now I never would have done it as I cant pay that

  

  Business response

  02/14/2024

  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 for your patience.

  

  Business response

  02/19/2024

  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 want to provide the following information:

  
  ********** Manager ********************* spoke with ****** on Saturday the 3rd when she came in for her appointment in regard to her upcoming conversion. It was at that time she did slightly question the amount of hair along with the time frame, she states she was under the impression of receiving 4 *** within a 12-month timeframe. I advised her that she signed up for what we called the initial 6 and explained in detail what that all entails. In the moment she said she understood, and we moved forward with talking about membership options. She stated that she wanted to think it over and that she would call me the first of this week. I expressed to her the sooner the better so we can get her new hair on order ASAP.
  
  As the appointment proceeded as normal, an issue arose with the new ***, for some reason the *** was much smaller than the area that we had been covering. After further investigation the new *** that we had was actually ordered from her consultation measurements and was the first one we have received based off of her actual specs, which means the 2 previous had been priority hair orders. The NB1 specialist at this time, did not cut the *** down to her specs and proceeded to apply the head of hair based off of the priority hair specs instead of hers. The member was fine with this and claimed that she loved her new hair, and everything was peaches and cream. ****** came in for salon visits as scheduled and i would check in on her from time to time just as i do with all of my members and there was never anything negative brought to my attention, everything seemed great, and she always had a smile. Fast forward to the next new style date, at this appointment the exact same *** as the previous one was applied to ******.During this appointment, the only thing that was different was that this time the top of her head was cut down to match the dimensions of the priority *** (her reference to being bald).  This is also the cause of the issue with Saturday's appointment. The *** we had in center was the actual true dimensions that the *** should have been from the start, but due to the cutting her hair down, means it now does not fit. So being that the stylist now was super behind, we found another *** in center that per the spec sheet would have worked, so we colored to match ****** just for the stylist to go in and realize the *** was altered from the speck sheet. So, we went back and yet again and found a *** that would fit right and applied this *** to ******. The stylist that cut down her hair was not here on Saturday, so I spoke with the stylist today to see if this was a mutual agreement with her and ****** and she stated that the hair was trimmed prior to sitting in her chair. The stylist states that she went to soak off the *** and ****** said it hurt to much and to cut it off but not to cut the hair to short or shave, so stylist complied with request.
  I went back into the notes and also called the NB1 that did the initial new style and asked if she had cut ******'s hair, and she said no that ****** wanted to leave her own hair alone.Looking into the notes on the account, there is a note from a stylist in the ************* that did notate that she had cut ******'s hair an 1" from side to back.  After speaking to all the stylists that have had her in their chair, since ****** she has trimmed the *** off at every appointment,making a point to not shave it off but to just trim what needed to be trimmed to remove the ***.
  
  Also at the time of my conversation with her Saturday, ****** did mention to me about the skin irritation and I brought up Alive and she says that she has used and claims that it makes it worse, so I immediately told her to stop using the Alive and that I would reach out to the powers at be and see if there is anything else that we can suggest to help with the irritation on her scalp.
  
  In case that Ms. *************************** have any further questions, we invite her to remain in contact with Regional ************************************** ********************* and/or ********** Manager ********************

  

  Business response

  02/20/2024

  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 want to provide the following information:

  
  ********** Manager ********************* spoke with ****** on Saturday the 3rd when she came in for her appointment in regard to her upcoming conversion. It was at that time she did slightly question the amount of hair along with the time frame, she states she was under the impression of receiving 4 *** within a 12-month timeframe. I advised her that she signed up for what we called the initial 6 and explained in detail what that all entails. In the moment she said she understood, and we moved forward with talking about membership options. She stated that she wanted to think it over and that she would call me the first of this week. I expressed to her the sooner the better so we can get her new hair on order ASAP.
  
  As the appointment proceeded as normal, an issue arose with the new ***, for some reason the *** was much smaller than the area that we had been covering. After further investigation the new *** that we had was actually ordered from her consultation measurements and was the first one we have received based off of her actual specs, which means the 2 previous had been priority hair orders. The NB1 specialist at this time, did not cut the *** down to her specs and proceeded to apply the head of hair based off of the priority hair specs instead of hers. The member was fine with this and claimed that she loved her new hair, and everything was peaches and cream. ****** came in for salon visits as scheduled and i would check in on her from time to time just as i do with all of my members and there was never anything negative brought to my attention, everything seemed great, and she always had a smile. Fast forward to the next new style date, at this appointment the exact same *** as the previous one was applied to ******. During this appointment, the only thing that was different was that this time the top of her head was cut down to match the dimensions of the priority *** ( her reference to being bald).  This is also the cause of the issue with Saturday's appointment. The *** we had in center was the actual true dimensions that the *** should have been from the start, but due to the cutting her hair down, means it now does not fit. So being that the stylist now was super behind, we found another *** in center that per the spec sheet would have worked, so we colored to match ****** just for the stylist to go in and realize the *** was altered from the speck sheet. So, we went back and yet again and found a *** that would fit right and applied this *** to ******. The stylist that cut down her hair was not here on Saturday, so I spoke with the stylist today to see if this was a mutual agreement with her and ****** and she stated that the hair was trimmed prior to sitting in her chair. The stylist states that she went to soak off the *** and ****** said it hurt to much and to cut it off but not to cut the hair to short or shave, so stylist complied with request.
  I went back into the notes and also called the NB1 that did the initial new style and asked if she had cut ******'s hair, and she said no that ****** wanted to leave her own hair alone. Looking into the notes on the account, there is a note from a stylist in the ************* that did notate that she had cut ******'s hair an 1" from side to back.  After speaking to all the stylists that have had her in their chair, since ****** she has trimmed the *** off at every appointment, making a point to not shave it off but to just trim what needed to be trimmed to remove the ***.
  
  Also at the time of my conversation with her Saturday, ****** did mention to me about the skin irritation and I brought up Alive and she says that she has used and claims that it makes it worse, so I immediately told her to stop using the Alive and that I would reach out to the powers at be and see if there is anything else that we can suggest to help with the irritation on her scalp.
  
  In case that Ms. *************************** have any further questions, we invite her to remain in contact with Regional ************************************** ********************* and/or ********** Manager ********************

  Customer response

  03/04/2024

   
  Complaint: 21263149
  
  I filed a complaint with bbb because hair club did not do what they told me they would do I was supposed to have service for a year I was going to get human hair I did not . But now Im filing a complaint because I had an appointment with hair club 3-2-24 but since I filled a complaint they canceled my appointment and are now saying since I filled a complaint I have to pay for my service of my hair piece
  
  Sincerely,
  
  ***************************

  

  Business response

  03/12/2024

  Please note the following:

  The ************************************** spoke to *************************** in length about her situation. He went over her concerns and the options available to her.
  
  First, we addressed the fact her hair was trimmed more than she would have liked. She did admit consenting to have her hair trimmed but was alarmed by the amount of hair needed to be trimmed to accommodate her hair system needs.
  
  Second, we addressed her appointment being canceled. I explained to ****** that she had exhausted all her benefits on her initial new business contract. Which in turn meant that since she decided not to convert into a recurring membership, there was no way to order her future hair or continue to service her.
  
  She was requesting 3 more free ************* and the services they entail for what she says was our mistake. She wants this so that she can be serviced while the trimmed hair regrows. I explained to her this was not an option. Mainly because we would have to continue to trim to provide her the look and quality she desires. Her hair will not support tape or clip in options. Plus, she did admit she was very happy with 1 head of hair she received and all the services minus the one that has led to this client concern.
  
  I reminded her that without converting into a membership her options are very limited. So,I offered her a higher-level program at the price of a lower program. She declined. I offered our lowest program at a very reasonable discounted price.She declined. I then offered to provide her a wig at no charge, which she said she would consider. I then rescheduled her for an appointment which was last Wednesday 3/6/2024, again at no charge. This appointment went well over 2 hours and had a retail value of $300 to $400. She stated she would consider her options and get back to me.
  
  She also stated she would be removing the BBB complaint because she felt the options were fair (not perfect) but very reasonable considering the situation.

  In case that ****************** have any further questions, we invite her to remain in contact with Regional ************************************** ********************** to discuss. 

   

• Initial Complaint

  02/07/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have been a client of ********* for close to 17 years. I have found the services, while extremely expensive, to meet my needs until 2020 and new management in 2022. There are two primary issues I need resolved. 1. ************ requires an agreement for services, 6 sets of hair for monthly payment. During the pandemic the salons in my area closed and they were not getting new sets of hair due to shipping issues. I spent the entire 2020 year and sporadically into 2021 not receiving the product while continuing to make monthly payments. Going without the product I was paying for (which only lasts for about 2 months before falling apart) caused significant issues in my personal and professional life. During this time I called regularly about the undelivered products but I tried to understand that many of these issues were outside control of the company. When services were restored I started getting hair again sporadically at first) assuming that it was from 2020 and I had 8-9 back ordered *************. In ************************************************************************** under the current year instead of the back order. When I asked about how I would get the previous years they said we arent going back to 2020. *** spoken to the local manager, area manager and someone in corporate office over the last 1.5 years with no compensation or resolution. 2. I received a call on 2/3/24 explaining that there was a change in their contracts and pricing that they missed at my annual contract. These changes would significantly increase my monthly costs ( almost double). I explained that they would need to honor the contract I signed in June of 2023 for the remainder of the year. They said they have no record of my signed contract yet they continue to provide the product and take money from me monthly. I am not responsible that they did not save a copy of the contract, they must fulfill the remainder of the year before making significant changes.

  

  Business response

  02/14/2024

  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

  

  Business response

  02/19/2024

  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 want to provide the following information:
  HairClub have over provided and have not charged her for any long length fee (even the previous $30).  We are happy to provide 3 more hair on her current ********** although the standard agreement only offers 4 and she has already used 3, as our last compensation to all the inconveniences over the year. However, going forward when member renews, there will be only 4 HOH based on the standard Emerald ********** together with a 50% discount of the long hair fee.  If more hair is requested, they will be available at a la carte prices or a higher membership program is recommended.
  
  2016 - 6 HOH on agreement and she used 6
  2017 - no agreement and she used 6
  2018 - 4 HOH on agreement and she used 6
  2019 4 HOH on ********** she used 7
  2020 4 HOH and she used 1 
  2021 4 HOH and she used 4 
  2022 6 HOH on agreement and she used 6 
  2023 to present no agreement so either 4 or 6 HOH and she used 3

  
  In case that Ms. *********************** have any further questions, we invite her to remain in contact with Regional ************************************** ********************* and/or The Regional Director of Operations ******************* ***********************.

  
  Thank you.

  

  Business response

  02/20/2024

  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 want to provide the following information:
  HairClub have over provided and have not charged her for any long length fee (even the previous $30).  We are happy to provide 3 more hair on her current ********** although the standard agreement only offers 4 and she has already used 3, as our last compensation to all the inconveniences over the year.  However, going forward when member renews, there will be only 4 HOH based on the standard Emerald ********** together with a 50% discount of the long hair fee.  If more hair is requested, they will be available at a la carte prices or a higher membership program is recommended.
  
  2016 - 6 HOH on agreement and she used 6
  2017 - no agreement and she used 6
  2018 - 4 HOH on agreement and she used 6
  2019 4 HOH on ********** she used 7
  2020 4 HOH and she used 1 
  2021 4 HOH and she used 4 
  2022 6 HOH on agreement and she used 6 
  2023 to present no agreement so either 4 or 6 HOH and she used 3

  
  In case that Ms. *********************** have any further questions, we invite her to remain in contact with Regional ************************************** ********************* and/or The Regional Director of Operations ******************* ***********************.

  
  Thank you.

• Initial Complaint

  01/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I signed up for HairClub just over a week ago, and the person who sold me your plan guaranteed me the financing was a loan and was done through lending club. I specially asked and was assured it was a loan and nothing else, as I have a car I am buying in Feb that I have been waiting months to be built.It is not a loan, it is in fact, a credit card reported to all 3 credit bureaus as a credit card. Now that its a credit card, it shows maxed out at 92% and lowered my credit score by over 30 points because of the balance, which screwed up my score, possibly my chance at my auto-approval, if not a significantly higher interest rate.Ive already contacted the sales rep who onboarded me, and they stated no refund can be done per her based on company policy, even though I was fully misled. I dont believe she had bad intentions; instead, there was a miscommunication between her and your financing partner.Either way, your company is at fault, and I want a full refund for my plan processed back to that credit card, as Im not going to pay for your mistake by having to pay the full 9k upfront to clean up my credit report you guys screwed up.I have not even had my first appointment.As I stated, I do not believe the sales rep had bad intentions, but I want a refund for a service that has yet to be performed to fix the issue that was caused by your company and we go our separate ways. Proof that it shows as a credit card on my Experian credit report attached.

  

  Business response

  02/06/2024

  Thank you for forwarding this complaint to our attention. Please note that after an opportunity to investigate and discuss the client concerns, we have reached out to ************** and he was informed that Lendingclub is not a traditional credit card, this is reflected as a revolving line of credit - as the account can be reused through Hairclub (this is classified as a personal revolving line of credit). If he reviews the Lendingclub agreement that he signed, he you will see the line "revolving" in the account description.  
  He was advised to call Lendingclub directly and request that they close the line of credit; please note that no one at Hairclub can do this for him. Most of our clients prefer to keep the revolving line open for potential future purchases.
  
  In case that ************** have any further questions, we invite him to contact the Director of Sales ********************* ******************* to discuss.

  Customer response

  02/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business about complaint ID ******** and continued to follow up directly with the business to come to an agreeable solution and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am the *** for my father. He paid $4135 for 2 hair pieces and 2 hair cuts in January of 2023 8n *********, **. He was visibly on oxygen at his consultation. He signed an agreement for this service and within 30 days, he had issues. The first hairpiece was cut too short and the second one would not stay on. He used a CPAP machine and the hairpiece would not stay in place even with the multiple adhesives. After multiple calls and attempts for a refund, we were denied and told to contact the home office. My father was taken advantage of. His oxygen needs we're not considered and he was set up with false expectations. This company is preying on the elderly. He did not understand that no matter the outcome, he was paying over $4000 for 2 hair pieces and 2 haircuts within 30 days. Total ripoff and no resolution.

  

  Business response

  01/17/2024

  Thank you for forwarding ************************* complaint to our attention. Please note that we are currently investigating the allegations and request some 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.

  

  Business response

  01/26/2024

  Thank you for forwarding this complaint to our attention, after an opportunity to investigate and discuss the allegations with our center staff and higher management. Please note that Mr. ********************* attended an in-person consultation with his daughter, *********************, in our ********* center on 1/20/2023. At that time, **************** disclosed his current medical diagnosis with his consultant and insisted he wished to move forward. The consultant noted that ****************: "is going to ******* with a lady friend and wants to live his best life with the time he has left." As nothing disclosed would hinder the success of our Xtrands+ program, it was on 1/20/2023 that *************** signed his membership agreement, again, with his daughter present at the center. 
  
  **************** did express concerns with the hair "slipping" in the back of his head with our Center Manager on 2/23/2023. During that discussion, the Center Manager showed **************** the alternative strap that his Doctor could provide (or that he could order online)that would limit the risk of any interference with his **** machine. Being as we have hundreds of clients nationwide that suffer from oxygen-related illnesses and require the use of machines such as a ****, this is something we have found easily overcome (if they experience issues at all). The Center Manager also suggested alternatives regarding the adhesive that we used, if *************** did not wish to order a new strap; however, the client stated he felt this would solve his concerns and informed the Center Manager that he did not even use the **** daily, so his level of concern was not high. 
  
  Both the Center Manager and Regional Director of Operations have been in touch with **************** since July 2023. ******************* concern was not the quality of his services; however, if he could make it to the center to have his last head-of-hair applied - his membership only included three. Our staff did inform him that he did not qualify for a refund;however, as the Director of Sales, I did approve an extension of his contract for up to a year (the agreement he signed is for six months) to allow him to return to the center when he felt well enough to do so. 
  
  In summary, the center was correct in informing ********************* that this account does not qualify for a refund due to the Membership Agreement that was signed. We provided an extension to his contract and offered alternative solutions. 
  
  In case that ************************* have any further questions, we invite her to remain in contact with the Director of Sales ********************* ******************* to discuss the options presented to her.We are committed to our clients satisfaction.
  

  Customer response

  01/29/2024

   
  Complaint: 21149744
  
  I am rejecting this response because my father deserves a refund.  As his POA, he did not understand the contract conditions.  I was NOT in attendance of this signing.  Please provide a copy of this contract.
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My issue with Hairclub is of deceptive practices. I signed up for Hairclub and was promised that real hair would be used and glued to my existing hair. I was very excited and went ahead and signed up for this they required you pay a full year of service in advance. I was told that I would be so satisfied with the product that I would have nothing to worry about guarantied. I went ahead and signed up, almost 3 months pass by and I have still not done my session, after calling the local hairclub I was given my appointment. On 3/22/23 I had my appointment and everything I was promised was completely false. I had a nice length of hair and the technician shaved my head and left me with strands of hair in the front and basically glued on a Wig on my head.(see pictures) The technician did not do a great job as the wig was coming apart and coming off my scalp. I was taken to another room where the Supervisor ******** and my Sales Rep ***** came in and were shocked at how bad it looked. It looked so bad that they took me to another technician to redo the process. She basically tried to redo the process but it was done so poorly that the glue was not working. I was sent home that night around 9pm with half a wig of hair not properly glued to my head. (see pictures) I came back the next day as the wig had fallen off and told the Manager I was not satisfied and that I wanted a refund and not continue with the service. She went ahead and agreed to this and said she would send this to corporate. I followed several times with ******** and she did not send me any paperwork or anything in writing even after numerous times of following up with her. I am now stuck with a collection for the amount of $6734 by a collection agency for something I did not even use. I am asking for reversal of the charges and for this to be expunged from my credit.

  

  Business response

  01/12/2024

  Thank you for bringing ************************************* complaint to our attention. Please allow us 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, which includes working with each member individually to ensure they are happy with their services. We apologize for the inconvenience, thank you for your patience and we will get back with your shortly.

  Customer response

  01/12/2024

   
  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. As Hairclub has issued my account a credit. I would like to please close this case, and have the complaint removed.
  
  Sincerely,
  
  *****************************************

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for their hair "system" I was told it would be 3 units, i.e wig toppers.They have a 3 day refund policy which started the day I signed the loan papers.Several weeks later the wig came in.I went in for a fitting and hair color matching. The stylist bleached my hair which caused damage. She couldn't get it to match the wig. I told her 3 hrs is not enuff time to process my hair. She said she's got 18 yrs exp. Well she then said after my hair was orange, I have to come back tomorrow..I'm a trucker and told her I can't before we got started I said I am limited on time that day as I had a load to deliver in **. They agreed the hair wasn't the right style and "got from their supplier" another unit. This one was closer to the style we discussed. She again bleached my hair! And then put dark color on it. And it was still red tones. She bleached it again right away and then dyed again. With the lighting in her booth the hair looks good. It was dark when I left there The next am , my ******* was knotted up and the wig color definitely did not look natural in the light. I was also told their hair comes from virgins in an Indian temple . They sacrificed their hair to their gods in a ritual and then the hair is sold . I am a ********* and do not feel in good conscience that I wear hair that was used in a pagen ceremony! I was fine not knowing where the hair came from until they were very descriptive about the hair origin..I have discussed each time with the manager about my dissatisfied experience from the start. Finding out that I can't keep the wigs which for the price should last longer than the stated 3 months..they said I have to surrender them.They wanted to shave my head to glue this thing on! Also they say that since I left happy that 2nd attempt that I am liable to pay the full ******* I want a refund and not pay for the damage they did to my hair! It's so over processed the static is insane, and it's knotting because there is no moisture in it.

  

  Business response

  12/27/2023

  Thank you for bringing Ms. ********************************* complaint to our attention. Please allow us 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, which includes working with each member individually to ensure they are happy with their services. We apologize for the inconvenience, thank you for your patience and we will get back with your shortly.
  

  Customer response

  01/01/2024

   
  Complaint: 21037719
  
  I am rejecting this response because: this is a generic response from them.

  I have spoke at greet length with the ******************** manager **** and have been told it is not possible for any refund as I wore the unit out that night. I directly said to them before this last install, I cannot spend more money for an alternative "system" .I was told" I have beautiful hair" by the hair club staff and that maybe a topper isn't needed .maybe?? After I signed up for a ******* purchase and only 3 days to cancel..how could a consumer know without testing the product?

  Then the 1st wig and hair coloring of my natural hair was a total mess!  She tried to lighten my hair in only 3 hrs and then said I have to come back. I'm a trucker so this appt was hard for me to attend as it was.

  Then the 2nd fitting. Again she kept putting bleach on my already damaged hair and kept saying "it's pulling too red still" she put toner on that is washing out now after 2 weeks. And my hair is turning a reddish brown.

  I was told no refund period as I left with their wig and services. The night it was done it looked nice, the next morning it was a knotted mess with my damaged hair.

  I took it off. I told them before fitting #2 that I was looking for a refund and they said "trust us". I said "really, what's to say you can't perform as you claim, what is the incentive for hair club to follow thru as y'all get to keep all my money either way. And that's where I am. They sold me a product that is sight unseen and claimed to be miracle workers and lots of experience, and then said maybe this isn't the right program for me and spend more money and try something else.. unacceptable.

  I'm going to shave my head soon as I can't handle the appearance of my hair damage nor can I tolerate the static that happens from damaged hair.
  
  Sincerely,
  
  *********************************

  

  Business response

  01/04/2024

  
  I do apologize that Ms. ********************************* feel that the response was generic, I assure you that was not the case since our Director of Sales ********************* was in direct communication with the client.
  
  Please note that if customers experiencing issues following a new style day, that would suggest possible issues with aftercare (such as using excessive heat, having hard water or not using proper products). As these issues occurred outside of the center, unfortunately, we cannot specify what the exact cause was. If the client would like to forgo the partial refund that was offered, Hairclub can have someone from our Regional Stylist Support (this is the team that trains our stylists) review the client profile and we are more than happy to send the client a complimentary shampoo, conditioner and cleanser that they feel would best maintain her hair color. 
  
  The Director of Sales informed to Ms. ********************************* that she does not qualify for a refund based on the agreement that she signed. However,********************* offered her a partial refund of $1,051.91 for unused services as an exception to that agreement.
  
  In summary, We cannot offer the client a refund for used services based off issues that have occurred after the service appointments,however, We are more than happy to provide  a partial refund or send a complimentary product (a shampoo, conditioner and cleanser) along with the final Head-of-Hair that is left on her membership.
  
  In case that Ms.********************************* have any further questions, we invite her to remain in contact with The Director of Sales ********************* to discuss. We are committed to our clients satisfaction.
  
  *********************** email: *******************

  Customer response

  01/04/2024

   
  Complaint: 21037719
  
  I am rejecting this response because:

  I was not offered a partial refund which ******* from **** is unacceptable.

  I had experienced the issue the next day. Speaking of my damaged hair.

  My bio hair is damaged not the hair piece.

  The stylist over processed my hair "learning my hair type" 

  The system doesn't work as they led me to believe.

  The only thing that works for their system is legitimately taking money for poor service and then not providing a fair settlement.

  Their contract that I signed day one at my consultation stated 3 days full refund. It took ,3 weeks to get the hair, it took 2 sittings to get 2 systems installed, and I had been stating disappointment all along. 

  I asked about the ******** refund they stated was my only option after the initial 3 days to cancel my loan process.

  I was sold a product that they won't let me keep, i.e 3 hair toppers, they said they have to be returned except for the last one..the reason they said is the hair pieces aren't meant to last past 3-4 months. Even a ***** hair piece can last longer.

  I'm very depressed that my hair is not only thinning but is damaged and I have no resolution from this company. I was not offered any form of refund. I was told that because I left with a hair topper that voided the 30 day clause.

  I would pay for the services rendered but they state that is ***** worth?? Hardly not. I feel my only option is to file a complaint with the state.
  
  Sincerely,
  
  *********************************

  Customer response

  01/08/2024

  The hair club has asked me to remove my negative review before they will help me further to resolve the unfair practice of their business.

  Based on your decision I have no recourses but to try and let them do more harm to my hair.

  Theyre tryin to upsell me into a service I can't afford or just accept I made a mistake on choosing them and pay ******** for nothing.

  Anyway I am being asked to remove the negative review before they'll move forward.

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I submitted a claim to get my money back from ******************** because the product did not work on me and instead the great majority of my hair fail off, until it finally grow. I submitted the complaint with **** who was the business manager at the time before the pandemic and they called me one year ago, I went to meet with them and they say that the claim was for another customer with my same name. They promised to called me back and I have never hear from them again. They have a policy of money back if the problem does not get corrected.

  

  Business response

  12/27/2023

  Thank you for bringing **************************************** complaint to our attention. Please allow us 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, which includes working with each member individually to ensure they are happy with their services. We apologize for the inconvenience, thank you for your patience and we will get back with your shortly.

   

  
  

  

  Business response

  01/03/2024

  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 and **************************************** 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 ********************* approved **************************************** a partial refund in the amount of $1,051.91, as full accord and satisfaction of all claims and demands that client has or may have against HairClub. We are just pending a signature on our release agreement.
  
  In case that **************************************** have any further questions, we invite her to remain in contact with ********************* to discuss. We are committed to our clients satisfaction.
  
  Thank you.

  

  Business response

  01/04/2024

  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 and **************************************** 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 ********************* approved **************************************** a partial refund in the amount of $1,051.91, as full accord and satisfaction of all claims and demands that client has or may have against HairClub. We are just pending a signature on our release agreement.
  
  In case that **************************************** have any further questions, we invite her to remain in contact with ********************* to discuss. We are committed to our clients satisfaction.
  
  Thank you.

  Customer response

  01/08/2024

   
  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 as long as they comply with the agreement.

  im Still waiting on the refund.

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

  Customer response

  02/13/2024

   
  Complaint: 21037171
  
  

  I submitted a complaint few months ago an we reached a settlement but Hairclub has not send the check to me yet and I would like to submit another complaint again.

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

  

  Business response

  02/16/2024

  From the Director of Sales *********************:

  I would like to sincerely apologize for this inconvenience, I had placed a request for a manual refund; however, did not realize that this had not been processed successfully. After speaking with ****************************************, I reached out to our IT department and am attaching a copy of a refund receipt showing that your funds were successfully returned to your account.

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The purchase was made August 31st, 2023, I was told that by hairclub that I would need to buy an xttralux laser cap and go on their ext hair therapy program if I wanted to see results. There was to be monthly appointments for refills with products and check up, along with a stylist basically doing what someone at a sportsclips would do for you. It has been three months and I have seen no progress, on the contrary, my hair seems to be getting worse, I'm more concerned than ever. The hair regrowth chemical they've got me using, minoxidil, seems to react poorly to my skin and causes me rases bumps and blemishes, Ive stopped using it altogether. I've called to try to rectify this was but was told that their is no alternative with the 12 year plan I purchased. Not only that but multiple times I have called during business hours to reschedule appointments (they ask you to schedule a month in an advance, I am very busy ans thins can come up randomly on certain days), and have been met with no answer or have been told that the system is down and Id have to try again later. during October I had something come up the same day my appointment was scheduled for, so a week prior to I tried to call hairclub and reschedule. I was met wit no answer for several business days straight. Finally when I got through to them I was told their "system was down" and they would not be able to change the schedule for multiple weeks. So I missed the October appointment and wasnt even able to refill on the products they gave me to use at home, which they only give you one months supply at a time. Another incident one of my animals damaged one of the products I'm instructed to use at home, I called to ask if I could get a refill, or even just purchase another months worth from hairclub. I was told no, that they do not do refills before the monthly appointment. There are plenty of other things, but im almost out of letters, there are more examples of hairclub being unprofessional, etc. Thank you

  

  Business response

  12/22/2023

  Thank you for forwarding this complaint to our attention.  We have had an opportunity to investigate and discuss these allegations with our center staff. 
  
  The two stylists who had serviced ******************** stated that they have discussed product use and standard timelines with no concerns expressed. Our team called him on December 13, 2023 to confirm his appointment, and he did not bring up any concerns.  Our staff recently attempted to contact ******************** on several occasions since that time to discuss how we can work to resolve his concerns; however, they were unsuccessful each time in connecting with him.  We would like to offer him the next available appointment and discuss his product needs.  We ask that he please contact our Center Manager, *********************** at ************ so we may reach an amicable resolution.
  
  HairClub is committed to our clients satisfaction and look forward to discussing these options with ********************* Thank you.

• Initial Complaint

  12/05/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  UH, OH. BETTER NOT GET HAIR CLUB FOR MEN! This is coming from a 23 year client of Hair Club for Men. One who can verify the very same complaints others have stated and possesses the experience and knowledge to add my own complaints. I have dealt with hundreds of businesses and companies. A few have been not so desirable for product or for service. Those dishonorable or dishonest to resolve the issue. There were some very bad apples, but none, I repeat, NONE, rotten to the core like Hair Club for Men. It is a low-down dirty shame that for 23 years I continued my faith in Hair Club for Men - this well-known company in the field of hair restoration and replacement - only to be eliminated like this. I have never missed or was late for a payment. In 23 years, I missed one appointment due to a snow storm and was late two times. Much of the thousands of dollars I paid and many hours of time spent for travel and appointments were satisfactory or I would not have been a client for this length of time. There were occasions of unsatisfactory events I overlooked for my continued membership with ********** It has culminated into being subjected to more occasions of incompetence, inferior products, negligent behavior, and all-around unfair treatment to this end. Now an extreme lack of professionalism resulting in ********* breach for non-performance ultimately defined as a Breach of Contract which is written and agreed to by both parties.For those contemplating the services of Hair Club for Men. You will be impressed and extremely grateful for what ********* has done to enhance your appearance to the level for which you feel comfortable socially. This is explained using a simile of addiction to drugs. Once your mind begins with effects of the drugs, you are hooked. Once you have established your appearance socially and with family and friends you are locked in to maintain your appearance. This is when ********* has you hooked. When you are subjected to negligent treatment, you will confront the manager and progress to everyone else you can find within the organization. Astonishingly, nothing will be done. When you continue to complain you will be phased out rather than your issues corrected.Once you have established your appearance you must continue to maintain that appearance. This is ********* agenda. For my last six years the errors became obviously visible, unacceptable and continuous. There was a failure to correct the reoccurring dilemmas. Each year the replacement hair systems and service deteriorated while the prices continued to increase. The ever-changing succession of managers at my ********* facility formally in *********, **** and now **************************************************************** wont help you. Present manager *********************************** hung up on me two times when I asked to speak with my stylist. Therefore, you must seek intervention at corporate level. During these last 6 years I have telephoned and exchanged emails with many of those who represent the various job descriptions within the ********* headquarters in *******. In the beginning I would get involvement to help correct the problem. Always with a I am implementing procedures to take care of the problem. It was a lie they never did. It is unbelievable that one will lie to a 23 year client to merely postpone an occurrence for the same problem rather than make any effort to solve it. The problems continued and corrective measures ignored. Now ************ for help with those in the corporate level ceased. They would not respond to my telephone calls nor my company addressed emails.The last example of their conduct was employee ******* whom I had spoken with before for the very same problem. She stated, I will have someone call you. And I will call you back. More lies. I remained available near my telephone for 2 days to no avail. I phoned Antasia again. She permitted my call to go to voice mail. I left a message to please return my call. Nothing. I proceeded with emails. No replies. Five phone calls and 4 emails later, I determined I was not going to hear from anyone.These were not ***** problems, rather I have endured snide comments, embarrassment and have been unable to attend functions due to incorrect procedures. Their only corrective measures, I must drive 140 miles round trip for a temporary fix. *********s refusal to address the problems from my numerous telephone calls and emails with no response from anyone as well as the failure to telephone the day before my October appointment to confirm my appointment as they have done for appointments for ****************************************************************************** force until January 24, ****. I have now been dismissed, removed, kicked-out. I am therefore, *********** the return of my membership fee - $1200.Hair Club for Men is just that as in their name - a club. When I became a member, I paid a membership fee up-front of $1200. Here, I am seeking the assistance of the Better Business Bureau for reimbursement of my $1200 for failure to perform and unlawful termination. Further documentation proof is available at your request.In addition, I wish to inform those contemplating Hair Club for Men over others in the same profession. Hair Club for Men and affiliate, ******, are now owned by Aderans Corporation of *****. Ask yourself. Do you really want to contract for expensive hair replacement with a ******** company ***** miles from *********? ********* is not your best choice go elsewhere as have I. Thank you for your assistance to this matter.

  

  Business response

  12/11/2023

  Thank you for bringing *************************** complaint to our attention. Please allow us 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, which includes working with each member individually to ensure they are happy with their services. We apologize for the inconvenience, thank you for your patience and we will get back with your shortly.

   

  Customer response

  12/19/2023

   
  Complaint: 20962688
  
  I am rejecting this response because: As stated by ********** an investigation was to be made by them. Their investigation determined that ********* would refund my $1,200.  ******** ********* forwarded a Refund and Release Agreement in which the part "Agreement" was ignored. Except for the $1,200 refund it only specified that which applied to me. I returned the document for changes and addendum to correct the contents of the "Agreement" to equally reflect that those same requirements obligated to me likewise apply to *********. In addition, it was specified that I was to sign the "Agreement," but ********* was not. This was brought to their attention, too. Together with my refund and an equally administered Agreement, I am prepared to sign to settle this matter.  My response was submitted December 15 - no reply has been received as of this date. Therefore, my complaint remains active. If further evidence is required, I will attach the Refund and Relaese Agreement as it was received.

  Further response to *********'s reply:  Inaccurate and laughable was included, (quote) "...which includes working with each member individually to ensure they are happy with their services." Had this been true, we would not be dealing with my complaint now nor would *********'s true actions appear in my complaint. 

   

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

  

  Business response

  12/28/2023

  We have received **************** rebuttal.  HairClub has attempted to issue the agreed upon refund pursuant to the terms of our standard Refund and Release Agreement as full accord and satisfaction of all claims and demands that client has or may have against HairClub.  However, to date,we have yet to receive a signed copy of the agreement from ***************  We ask that he provide a signed copy of the agreement to our center manager so that we may process the refund.  We are committed to our clients satisfaction and hope to amicably resolve this matter in good faith.

  

  Business response

  01/02/2024

  We have received **************** rebuttal.  HairClub has attempted to issue the agreed upon refund pursuant to the terms of our standard Refund and Release Agreement as full accord and satisfaction of all claims and demands that client has or may have against HairClub.  However, to date, we have yet to receive a signed copy of the agreement from ***************  We ask that he provide a signed copy of the agreement to our center manager so that we may process the refund.  We are committed to our clients satisfaction and hope to amicably resolve this matter in good faith.

  

  Business response

  01/03/2024

  Hair Club's position remains that we will process the refund in accordance with the terms and conditions of our agreements, which require a signed Refund and ******* standard document. We will not process a refund without the appropriate paperwork. We trust ************** understands. Thank you.

  

  Business response

  01/04/2024

  Hair Club's position remains that we will process the refund in accordance with the terms and conditions of our agreements, which require a signed Refund and ******* standard document. We will not process a refund without the appropriate paperwork. We trust ************** understands. Thank you.

  Customer response

  01/08/2024

   
  Complaint: 20962688
  
  I am rejecting this response because: Am I to believe that center manager ********************************* has failed yet again to perform her job properly?I received her email Refund and Release Agreement to which I responded, to wit: Here are my changes/addendum of our ("our" signifies both Member and Company)Release and Refund Agreement. For your convenience I have made corrections in red type. Once you have signed and returned the corrected copy, I will sign for the release of $1200 refund. Did she not forward it? 

  You continue to reply to me and waste the BBB time referring to your request while ignoring mine.*********s penchant for continued ignoring is what got us into this conflict.  As I am kind in return for the nice gentleman from ******, Mr. ************************ whom I spoke with on the telephone, I will reiterate. ************** conceded my $1200 refund. I,in turn, agreed to sign a Refund and Release Agreement. The term for our conversation is agreement to agree. Due to your breach and forced termination,I am *********** my refund of $1200 membership fee.  This is not an agreement, rather an entitlement recognized in law and commerce throughout the U.S. An agreement is made between two or more people to a course of action. The agreement in Refund and Release,therefore, pertains to two parties. Please sign your part and add addendum that everything within the Agreement is obligatory to both parties.  Perhaps you can inform me why I should agree to receive $1200 on an agreement that is not signed by an authorized Company representative as proof to issue a check to refund after I sign all that the Company wishes? Also, why is it not agreeable for ********* to be obligated by the terms of the Agreement equally as am I?

  Stop misleading the good people at the BBB with attempts to manipulate blame by not providing them with the complete facts. I will be obligated to expose the truth.

  You may decide to agree to refuse my entitled $1200. In return I will agree to not be obligated to the contents of your proposed Agreement.

  Thank you for your attention to this matter.
  
  Sincerely,
  
  *********************

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