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Business Profile

Beauty Salon

Elizabeth Grady Face First, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Beauty Salon.

Complaints

This profile includes complaints for Elizabeth Grady Face First, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Elizabeth Grady Face First, Inc. has 22 locations, listed below.

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    Customer Complaints Summary

    • 44 total complaints in the last 3 years.
    • 19 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/01/2024

      Type:Product Issues
      Status:
      Unpursuable
      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.
      The gift card of ****** cant be used as shut down even though I confirmed appointment March 7. Arrived doors locked. ******* location wont honor it.

    • Initial Complaint

      Date:05/30/2024

      Type:Product Issues
      Status:
      Unpursuable
      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 received 2 gift certificates from this company. They were purchased on line in 2013. They were mis placed due to several moves and could not be used during covid.

    • Initial Complaint

      Date:05/18/2024

      Type:Service or Repair Issues
      Status:
      Unpursuable
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have a gift certificate for a $150 purchased at Elizabeth Grady in *****, ** in December 2023. I attempted to call the store in ***** but it is permanently closed. I then called Elizabeth Grady in ******, *************, and was told that multiple stores have closed due to financial reasons and that my gift certificate would not be honored for the few remaining stores open because The gift certificate would only be honored if you purchased it at the store. Therefore, I cannot use my $150 gift certificate because it was purchased in ***** and that store is closed.

    • Initial Complaint

      Date:05/14/2024

      Type:Product Issues
      Status:
      Unpursuable
      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 purchased an Elizabeth Grady gift card for $100 and the businesses have shut down and I am unable to use it and I would like a refund for that gift card. It was the Elizabeth Grady located in *******************.

    • Initial Complaint

      Date:05/07/2024

      Type:Product Issues
      Status:
      Unpursuable
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have a $100 gift card to Elizabeth Grady, and also a Waxing Series worth approximately $300. When I called to make an appointment, I found the phone was out of service. When I called another location, **********, I was told they couldn't help me because they are a franchise. I would like to be reimbursed the value of my gift card, and waxing series. The gift card was purchased December 2023, the waxing series was purchased October 2023.

    • Initial Complaint

      Date:05/02/2024

      Type:Sales and Advertising Issues
      Status:
      Unpursuable
      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.
      Elizabeth Grady has shut down all of its locations in ** and **. My sister gave me an e-gift certificate for ****** for my birthday. I would like to be reimbursed or please reimburse my sister ***************************. Elizabeth Grady is not answering their phones. I also have part of a series $50.00 in their corporate account to have my eyebrows done. Series was bought in their *****, ** location.

    • Initial Complaint

      Date:04/29/2024

      Type:Service or Repair Issues
      Status:
      Unpursuable
      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.
      Elizabeth Grady held a special promotion on December 7, 2024 offering customers 25% off corporate gift cards. I purchased $750 ($1,000 value) and also received a $200 card ($250 value) for the xmas holiday. The company shuttered its doors approximately 2 months later, leaving its customers (and massage/esthetician students and employees) high and dry. Investigative research shows this company has been in litigation since at least 2016 and as recently as 2023/2024 as the company's original owner (*******************) has been battling its President ********************************* in court. On or in 2020, the company allegedly paid $20 MILLION dollars to its shareholders and sales from 2020-2023 topped $1 BILLION annually. Calls and emails to the ********** location (where I purchase the $750 card) have gone unanswered. Several locations (******* and ********) told me that as franchisers, they do not accept "corporate gift cards." What appears to be the CORPORATE location in ******* has recently stated they do not accepted them either. A former employee advised me to email the company at ******************************* for inquires about redeeming gift cards. I have received no response. Perhaps the Massachusetts ************************* also needs to be involved.

    • Initial Complaint

      Date:04/27/2024

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      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.
      Elizabeth Grady willing sold gift certificates to unsuspecting customers during the holiday season '23. EG closed all corporate locations in early '24, preventing the use of these gift cards. I'm now out $250.00 in GCs.

      Customer Answer

      Date: 05/08/2024

      I have not heard from the business in response to my complaint.

    • Initial Complaint

      Date:04/24/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 purchased a series of facials from Elizabeth Grady in **********. I also have multiple gift cards that were purchased at the same location. This location is now closed. I was told by another Elizabeth Grady location that they cannot honor the series or gift cards. I have called the corporate location and there is no answer.

      Customer Answer

      Date: 05/05/2024

      I have not heard from the business in response to my complaint. No one answers the phone; even at the corporate headquarters.

      The doors are locked at their location in ***********

    • Initial Complaint

      Date:04/23/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      April 16, 2025 I had been a client at Elizabeth Grady, Face First, Inc.at ****************************************************** for about 30 years. In early Dec., 2023, I purchased $700 worth of gift cards during the annual holiday discount of 20 percent each off each card. I received a mass text from the salon at 8:18 p.m. on Friday, ********** 1 saying the "location was temporarily closed until March ******************************************* our salon to assist you. We will reach out to re-book you (sp.) appointment and I personally want to thank you and I apologize for the inconvenience." A text the following day said the salon would reopen March 20. The owner knew when people purchased those holiday gift cards in early Dec. that they likely would not be honored because of the impending closure due to financial problems.The aesthetician school closed the following month. I have called and emailed the business with no reply. I would like a refund for the holiday gift cards, as well as $30 remaining on another, and five sessions of brow waxings.

    Elizabeth Grady Face First, Inc. is NOT a BBB Accredited Business.

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