ComplaintsforMinerva Beauty, Inc.

• Initial Complaint

  03/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My business Hair Appointments purchased a large order for salon equipment.I spoke with the sales rep in detail about what i want and her recommendations on the products they sell.Upon receiving the order i put together the shampoo unit to find this was not at all what it was made out to be.I then reached out to the business to express how i was not happy with the product.I asked if they could help me with a exchange.They then explained the policy that if the unit had been used they would not take it back.i disputed the fact that how was I to know this.they then agreed to have me pay a restocking fee and give me the remaining credit on the unit.i agreed to this.then when reordering they told me i would have to send down the unit to get the credit and then they would send me a new unit that i would have to pay for shipping,mind you I am also paying to ship the unit back.this now leaves me with no shampoo unit to run my business.

  

  Business response

  03/13/2024

  We listened to the phone recordings for this sale and we do not feel that we mislead the customer in any way. Furthermore our dimensions/specs are available for our customers to view prior to purchase. We also make product reviews available for all of our equipment. The sales team does not make a normal practice to go over return policies on standard phone conversations however the entire team is extremely familiar and well versed on the return process/policies when requested or asked about them. We also list our return policies clearly on our website. That being said we even went above and beyond for this customer and made several exceptions that would allow them to return the shampoo unit. We normally don't allow equipment to be returned once it has been used especially on equipment that involves water/plumbing. Also, we don't allow equipment to be returned when it is not in its original packaging. We made an exception here for this customer and allowed the return to be made even though those requirements could not be met. In allowing the return we stated it would be for a store credit only and minus a 20% restocking fee. As stated the customer agreed to this and is now asking for the credit to be implemented without having to return the used piece of equipment. Unfortunately, we cannot apply a credit for equipment we do not have and has not been returned. We are also curious as to how a disputed amount of $3,375.48 has been requested when the customer only spent $674.10 for the shampoo unit and $58.50 for a vinyl protective cover for the unit. That total comes to be $732.60. The customer is now disputing everything on their order and we feel that is not an accurate amount for the piece of equipment that was requested to be returned. We would also like to add that the main reason the customer wanted to return the equipment is that they are "not happy" with it. There is nothing physically or structurally wrong with the piece of equipment.

  Customer response

  03/13/2024

   
  Complaint: 21426351
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  

  Business response

  03/15/2024

  The customers rejection seems to be incomplete as they did not list a reason. We feel that we have made a more than fair and reasonable offer for resolution. We have made several company policy exceptions to try and resolve this issue. We are sorry that the customer does not find this acceptable. However, we are going to hold with our offer. The customer can return the equipment for a store credit minus 20% restocking fee. The equipment is used and Minerva would not be able to restock it. It also appears that the customer is attempting be refunded for far more than they paid for the particular item that has been requested to be returned and that is concerning.

  Customer response

  03/17/2024

   
  Complaint: 21426351
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Minerva ***** supply advertises their furniture to be made of solid hardwoods. I had a choice of buying veneered plywood furniture from a local beauty supply but I chose to spend a bit more money and purchase from Minerva Beauty supply because I thought solid would would hold up better. A piece arrived damaged and you can clearly see that it is made of plywood. Ive brought it to their attention, but they informed me that plywood is a hardwood. It might be made with hardwoods, but solid is the key word being misused in their advertising.

  

  Business response

  01/03/2024

  We stand behind our description and believe that the piece of salon furniture is made of solid wood. A non solid wood construction would constitute being made from a fiber board or particle board. As acknowledged by the complainant it is made from sheets of solid wood. We feel that the customer is grossly trying to extort money from Minerva Beauty by arguing a point that is not true and has no factual evidence. Plywood is made of thin layers of solid wood glued over each other with grains running at 90-degree angles to produce a strong core. This type of process is used to provide maximum stability on the sides of furniture where a solid one piece construction could potentially crack and warp over time. This is the same process used throughout many furniture manufacturers as well as buildings and homes. We have apologized profusely for their original part arriving with shipping damage and offered to replace that part promptly. We have also offered a $200 refund as show of good faith and in hopes that it will help with the inconvenience of having to wait for a replacement part to arrive. We feel that we have been professional, prompt and reasonable. We stand behind our product, our description of said product and our offer for resolution with this issue.

• Initial Complaint

  05/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered 3 shampoo bowls and paid over $3000 for both the bowls and shipping $700. They used an incompetent shipping company that is unable to deliver my product and I am trying to open a business. I fully expect to be reimbursed $700 for my shipping. And they need to get a different company to ship my product out and delivery immediately. This is ridiculous.

  

  Business response

  05/23/2023

  We were alerted to the customer's complaint on 5/8/2023 and the equipment was delivered on 5/9/2023. Therefore in this case we don't feel that any compensation or reimbursement is due. Essentially the customer called ** and within 24 hours their shipment had arrived. We don't guarantee delivery dates and delivery times due to the unforeseen nature of freight shipping. In this case we contacted the local terminal in ******** and we were told that there was some damage sustained during a snow storm and they were experiencing delays. We relayed that information to the customer. We then even offered to have the shipment stopped and returned for a full refund. The customer declined that offer and we proceeded. The equipment was delivered the very next day and in our belief is that is a fair and reasonable turn around time for such an issue. We also might add that we have helped them trouble shoot some installation questions/concerns that they have had since receiving their equipment. To our knowledge this complaint was resolved.

• Initial Complaint

  07/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased $12k worth of equipment to furnish my newly opening salon in May of 2022. All of our equipment was stored unopened and unused in a unit after delivery until June 22, 2022. After beginning to use our equipment, I have noticed faults in them. One of my 6 salon chairs has a major wrinkle in the vinyl seat that continues to worsen after each client. Both of my shampoo chairs have stitching on them that is coming unraveled on the back side seam. I contacted the company and provided them with photos. I was informed that the stitching issue wasnt a reason for return, since it is on the back side and offered a $250 creditKeep in mind., it would cost me $1500 to replace them. I was offered a $100 credit for the major wrinkle in my vinyl. If it is this bad after only 4 weeks of use, I can only imagine how bad it will be in the future. Replacement for the chair would be $364. These are just the issues I discussed with them I have MANY other minor issues that I didnt even address with them. I am so disappointed with this company and their lack of customer service.

  

  Business response

  08/09/2022

  The customer financed $11,500 worth of equipment and took possession of it in early June of 2022.  The two backwash shampoo chairs have minor imperfections on the underside of the chair and would not be seen once the chair is assembled.  We put a value on both chair portions as well as offered to replace them at no charge.  The styling chair has a normal wrinkle in the fabric.  This is the same as your car seat, office chair or your favorite chair at home.  Over time they show signs of use.  The fabric will have give and take.  The cushion is memory foam and it has to be able to flex and breathe.  It in no way limits the usage of the chair.  We also have a limitation of warranty stated on our website that specifically addresses the issue. 
  
  It states: Wrinkling of vinyl on the seating surfaces of all chairs is normal and is not a defect. All chairs will progressively do this with age and use.
  
  
  Despite this limitation of warranty and not having to do anything about the issue, we still offered a reasonable amount to compensate for the inconvenience.  We did so with the understanding that this would be considered as normal wear and tear and could not be addressed again in the future.  The customer is attempting to base their cost/value figures off of the entire cost of the chair/chairs.  That is not the case.  We sell them in part/portions.  Therefore, they do not have the same value/cost as what you see for an entire unit.  Also, the money offered for compensation will have to be in the form of a store credit because the customer financed their salon equipment and did not pay Minerva directly. We were in negotiations with the customer in hopes of resolving it directly with them, but they stopped responding.
  
  Our offers stand.  They can take the full store credit amounts and keep the equipment as is, or we can replace the two backwash chair portions and offer the store credit for the styling chair portion.
  
  Please let us know what we can do to help.

  Customer response

  08/10/2022

  I was never offered replacements on the backwash chairs. I was offered a credit. I did take. Possession in June but they were in unopened boxes in storage until the end of June. I would be willing to have the bottom part of the seat only replaced if that is an option. It literally appeared 2-3 weeks after my stylist using it part time. I would understand if it was a long period of time. This is so incredibly disappointing. 

  

  Business response

  08/16/2022

  We will only offer the store credit or replacements for the backwash chair portions.  In regards to the styling chair fabric rippling, we are still willing to offer a store credit in the amount of $100 for the styling chair but we will not be ale to send a replacement chair portion for this issue.  Again, we deem this as normal and we would not send a replacement for fear that it too may exhibit the same issue.  If the customer would like to phone back in and ask to pick up where we left off, then we can resolve this issue for them.  Just to reiterate, they can have a $250 store credit or replacements for the backwash chair portions, and they can have a one-time store credit in the amount of $100 for the styling chair fabric rippling.  We would do the latter offer with the understanding that this is a one-time exception and we cannot address this particular issue again with any styling chair that they have in their possession.  We look forward to hearing from them soon so that we can resolve the issue.  For reference their case number is #*****.

  Customer response

  08/18/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will accept replacing the backwash chairs instead of the credit and the $100 credit for the damaged styling chair 
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased shampoo bowls and sinks for my salon . Two of them . I live in *******. I waited a long time for these to come in for they were on back order. They finally arrived. When I had the contractor install them a box was missing (never sent) with the hardware that was needed ! These pieces you cant go out and buy anywhere . I had to improvise at 10 pm at night so that I didnt need to close my business. I got a KITCHEN faucet to buy me a few days until I had to AMAZON some cheesy ones! I contacted the company on Monday and there response was to send pictures and receipts which I did to both . My total spent was $200. They said they would give me $70! Thats it. That doesnt cover my cost of products I was forced to buy and not only that I paid $2100 for products that I never received. It was a horrible experience. I have now heard from multiple people they too have had bad customer service ! I paid for a product. I didnt receive it and not only did you not send it out I had to come out of my pocket more than I already have . I would definitely like my $200 back . Its not about the amount its the principle. Thank you for your time .

  

  Business response

  08/02/2022

  The customer took possession of the order/equipment and did not notate any shortages.  They then bought outside equipment from ********** and Amazon instead of allowing us to replace the equipment at no charge.  Our value for the missing equipment is $70 and that is what we offered them as a refund.  We have not heard from the customer since then.  All our paperwork shows that the equipment was pulled and shipped completely with no exceptions.  The customer bought a kitchen faucet to connect to a hair washing shampoo system and then when they realized that would not work, they went to Amazon to buy faucets.  Had they just allowed us to send them the missing parts, then they could have avoided the trouble of buying the wrong parts, then buying more parts from Amazon.

   

  Their Amazon screenshot shows they spent $91 dollars.  In all honesty, if this can be resolved buy upping our refund from $70 to $91, then we can do that too.

  Customer response

  08/04/2022

   
  Complaint: 17586524
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer response

  08/11/2022

  I am not sure what else you guys need from me. Ive already sent all my receipts and pictures over and explained the circumstance. I am confused on this email and what else you need? Please let me know if you need anything else but I have sent all my receipts and photos that I have along with the order number and receipts . Thank you 

  

  Business response

  08/16/2022

  The customer took possession of the order/equipment and did not notate any shortages.  They then bought outside equipment from ********** and Amazon instead of allowing us to replace the equipment at no charge.  Our value for the missing equipment is $70 and that is what we offered them as a refund.  We have not heard from the customer since then.  All our paperwork shows that the equipment was pulled and shipped completely with no exceptions.  The customer bought a kitchen faucet to connect to a hair washing shampoo system and then when they realized that would not work, they went to Amazon to buy faucets.  Had they just allowed us to send them the missing parts, then they could have avoided the trouble of buying the wrong parts, then buying more parts from Amazon.
  
  Their Amazon screenshot shows they spent $91 dollars.  In all honesty, if this can be resolved buy upping our refund from $70 to $91, then we can do that too.

  Customer response

  08/17/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

  Customer response

  09/23/2022

  Hi there . I was curious as to how long the company I filed a complaint with has to refund me what the agreed amount? I will attach my informational so you can see . Thank you

  

  Business response

  10/04/2022

  We did not hear from the customer regarding the $91 refund.  We will have a rep reach out today to issue the refund so that the complaint can be finalized.

  Customer response

  10/05/2022

  I accepted it this morning . I attached this just so you can see . 

• Initial Complaint

  04/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered 3 items from Minerva Beauty; 2 black ******************* Retail shelving units and 1 black solitude 7ft reception desk. We purchased the items for our new salon suites which were under construction. Our contractor put the retail unit together and realized the glass shelves that came with the unit do not fit the spaces they are intended to fit. We notified Minerva immediately. We were given 2 options; 1) we could have our contractor sand the wall unit down so the glass may fit and they would give us a discount or 2) they can send a new item. My contractor stated if we sand the unit it would damage the black lacquer finish; when you sand the unit it turns white and scuffed, which really makes the unit look bad and damaged. Once I realized sanding would damage the unit I requested new units. However, the new units arrived with the same issue because it is a manufacturer defect. We were having our open house that weekend so we had to purchase temporary cut glass to place on the shelves for our event, which cost us $124. The week following our open house event; I then contacted them and asked for a refund due to defective furniture. Additionally, my contractors attempted to assemble the reception desk but the hardware was missing, my contractor went out and purchased hardware that is comparable to what we should have received with the item. Unfortunately, he was not able to assemble the desk. He stated there is paint in the s**** holes; he showed me and stated he could not assemble the desk because the screws would not s**** all the way in without force which then causes the screws to fall into the holes. I also informed Minerva of this issue and sent pictures/videos. They stated they would mail the hardware, but once I demanded a refund for the retail shelving they stated they would not mail me the hardware if I was going to file a complaint and dispute the purchase of the defective retail shelving.

  

  Business response

  05/10/2022

  As the customer stated, we offered them money in the form of a refund back to their purchasing card, a store credit, or replacements.  As the screen shot shows, we clearly stated that we could not guarantee the replacements would not exhibit the same issue.  We offered a $300 refund, a $400 store credit to keep the original equipment as is, or replacements.  The customer chose the replacements.  They did so with the understanding that we could not guarantee they would not have the same problem.  We actually told them that multiple times.  Once they received the replacements they called back in and demanded a full refund.  That was never apart of the agreement.  They then threatened to dispute the funds with their bank, contact the BBB, and contact an attorney. 

  Regarding the desk hardware, the customer took possession of the desk on 3/18/22.  They did not notify us about the allegedly missing hardware until a month later on 4/18/22.  We believe that the hardware was misplaced and that is why the contractor attempted to locate hardware on their own.  It wasn't until the outside sourced hardware didn't work that we were notified of a hardware issue.  At which point the customer had threated to do a chargeback.  We did say we would sever all ties if a chargeback was submitted, as that is normal protocol.  However, the hardware was already sent out.  When tracked the hardware shows delivered on 4/28/22 at 10:29 a.m.   

• Initial Complaint

  12/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a shipment from Minerva on Monday, November 29, 2021. The driver explained to me that he was to leave my shipment on the curb in front of my business. Due to my disability I'm unable to lift these extremely heavy boxes and asked him what could be done. He told me I could initial the paper to have them brought in. I reached out to Minerva because I thought it was poor business practice on the delivery service's part to not bring shipments inside. To my surprise she explained to me that is how thow they deliver products, only to the curb. She informed me that they would incur a charge due to having it brought inside. The rude woman on the phone then told me that I would absorb the charge or they would not honor my warranty. At no time was I told by the company or the delivery driver that I would lose warranty on my products if I had them brought inside. Their issue should be with their delivery service for offering an inside delivery option, not with me the customer. I spent a lot of money on these chairs and I expect the warranty to be honored as specified on their website. I was treated so rudely by the woman that I spoke to that represented Minerva. I've never had a company company speak so condescendingly and rude to me especially considering I was naive to their agreement with their delivery service. Minerva should waive the fee I was unaware of and honor my warranty.

  

  Business response

  05/11/2022

  This customer purchased their equipment online via our website.  We have it clearly stated on the website that all freight deliveries are curbside only and inside delivery is an extra charge.  We also sent this customer a very informative email stating that it was a curbside only delivery.  Included in this email is a short informative video showing what a freight delivery will look like and what to expect.  It also states that all freight deliveries are curbside only.  The customer acknowledged that they did not call into ask about deliveries and that they did not pay attention to the included informative video.  This was a large order of furniture items, if there were limitations involved with accepting this order, then we were not in any way made aware of those limitations.  Furthermore, as previously stated the customer was sent an email with detailed delivery instructions multiple days in advance.  At which point there was no contact raising any concerns about accepting the delivery.  Upon delivery she made the delivery rep bring the equipment inside and attempted to make Minerva responsible for the inside delivery charges.  Our stance was and is that we will not cover those charges. 

  We have reviewed the call recordings with this customer and at no point was the **************** rep rude or condescending.  The rep was informative and detailed.

  There was discussion of disputing the charges and involving her father who is apparently an attorney.  The customer stated that she we would "run this by Daddy".  At any point that Minerva is threatened with a dispute of charges or legal actions, then the warranty on the equipment purchased is held as voided until the dispute is finalized.  As of today the equipment is still covered under warranty.  The customer admits to being **** to the details of the delivery.  We feel that we took every needed step and option to inform this customer, and all of our customers on what to expect when receiving a large freight delivery such as theirs.  

*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. ↩