Complaints

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• Initial Complaint

  Date:07/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was racially profiled in this establishment. I went in for two items and when I walked in my bag beeped. It beeps everywhere. I asked the clerk in the store where an item was and she pointed me in the right direction and proceeded to stare me down as I made my selection. This made me uncomfortable but I proceeded to shop. She then asked, "What are you looking for? I heard your bag beep when you came in, and I know you heard it." She literally asked me if I could put my bag behind the counter while I shopped. This, being my first time in this establishment I did not feel comfortable so I kind of just ignored her unreasonable request. I went to test the texture of the product I intended to to purchase and she get's right in my face like, "Don't touch it." I, at this point want to get the rest of the things I came in for and leave. She takes the product from me to hold at the counter. By the way, I have on a wrap around bookbag on and it would be very awkward to try to steal anything with it as you have to pull it all the way to the front of your body to open. While I am still shopping I overhear her say to the male clerk in the store in there language "Something, something beeped." I then go to the front to pay because I'm just in awe at this point. I felt it could have been handled way better, I have never been so disappointed in a $7 transaction. I am an educated black woman and I make good money. I do not have to steal.

  Business Response

  Date: 07/26/2022

  From: ***************** <**********************>
  Sent: Tuesday, July 26, 2022 3:33 PM
  To: *********************** <******************************************>
  Subject: Responding to a complaint, LA Beauty Supply

   

   

   

  The customer did walk in with the alarm going off, which indicates that she had something in her purse/bag to trigger it. Could be another product that uses different types of security tags and my system just caught one of those types. Sometimes business can't scan and they just manually input it to checkout. Whatever the case may be, the alarm went off which we do not mind since the customer was walking in, so no possibilities of items being stolen. But we do offer to scan and deactivate the entire bag so it does not occur again at different locations. The lady did try to offer to deactivate, but there was a misunderstanding of of us "holding the bag behind the counter" to "let's us scan/deactivate the bag" for the customer, which the machine is at the counter.
  

   

  The customer mentioned that she asked for help and once pointed to the direction and the aisle was mentioned, she was starred down. She was just making sure the customer was heading in the right direction for too many times we would tell the customers an aisle and enters the wrong aisle. Makes us look like we are in the wrong and/or we don't know our own products. 

   

  It was also mentioned that a product was being tested. A product can not be tested for it will be considered as used/defective product and would have to be thrown away. No one wants fingerprints and germs from another person in their products, products that are meant for the body. We do have a sign placed stating, "Do not open lids or tops" picture below is shown. The product that was tested given to the owner. The product needs to be placed at the counter for either the customers will purchase it or needs to be thrown away. We do not want it be placed on the shelves again. We do not force customers to buy the product that was tested by them.

   

  The owner did speak with the male clerk, letting him know that when she walks out, just let her out due to the fact that she came in with the alarm going off. That was spoken between the owner and male clerk.

   

  For any customer when the alarm goes off when they walk out, we politely ask to come back so we can resolve the issue. But for this case she came in with alarm going off, so she will walk out with alarm going off and us not asking her to come back. 

   

  We do not racially profile. 90% of my customers and African American. That would bring no good into this world and to the business. 

   

   

  If the customer felt racially profiled, we apologize for the bad experience and the customer is more than welcomed to back and shop with us with a better experience.

   

  End of statement.