Complaints

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.

• Initial Complaint

  Date:12/03/2024

  Type:Product 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.

  My granddaughter and I were shopping in the ************* when we were approached by the employee at Pin Straight. Tried walking away but he led my granddaughter to a chair where he started to curl her hair, of course she loved it and he even tried to straighten my hair. The product worked awesome so he convinced us to purchase the product. When we used the straightener at home it did not work the same and seems very cheaply made. They should be banned from selling these products because they are not what they say they are when they sell them to you.

  Business Response

  Date: 12/19/2024

  Thank you for sharing your experience. Were glad to hear that you loved how the product worked during the demonstration! This is because the tool demonstrated is the exact same model we sell to our customers.
  
  
  Achieving the best results with the tool often comes down to learning a few simple techniques. To assist you further, we invite you to visit any of our locations. You can compare your tool with the one we use in our demonstrations, and our associates will gladly schedule a free session with you to go over the proper techniques to ensure youre getting the most out of your tool.
  
  
  If you have any questions or would like to set up a session, feel free to email us at ******************************** Were here to help and want to ensure youre fully satisfied with your purchase.
  
  
  Best regards,
  Pin Straight Team
  

• Initial Complaint

  Date:12/02/2024

  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.

  My name is ***** ****, I am a program manager for a company that serves adults with developmental disabilities. On 11/19, a person I support with Developmental Disabilities was exploited by the Pin Straight company and tricked into buying a straightener. She was told by the person selling it that they were doing her hair for free multiple times, and then asked her to call her bank to see how much money she had in her account. It is obvious that ******* has a disability and due to the seller telling her its a free way to get her hair done, she assumed it would be free. When he took her card, he didn't tell her how much the straightener was, he just charged her and gave her the receipt. When ******* showed the staff who support her the receipt, they saw it was over $300. ******* is on a fixed income with SSI and staff knew this was something she could not afford. Staff approached the vendor and explained to him that ******* has a disability and the straightener cost almost all the money she has for the next month. The seller stated that they weren't aloud to give refunds on used products- even though she had just purchased it and did not use it. Staff explained her disability to the vendor and that it was exploitation what he was doing- he then agreed to refund her his commotion amount, but not for the whole purchase. Myself and ********* family contacted pinstraight which they replied that while the situation is unfortunate, they were not going to give a refund, but offered to send ******* a free $100 bottle of shampoo. The vendor took advantage of Lorretta's disability knowing she was an easy target and asking her to call her bank to see how much money she had. The vendor should have taken the item back and refunded ******* the full amount at the time the support staff explained the situation. We have also contact Disability Rights Maine lawyers to look into the exploitation.

  Business Response

  Date: 12/02/2024

  Hello, 

  The customer has approached our business herself, asking about the product.
  Pin Straight does not discriminate anyone, and does not assume if a customer has a disability or not. 
  The customer has paid with a credit card with her name on it, for a product she has asked for.

  
  We did, in fact did provide a refund of a $100 as a courtesy, without needing to return the product. 
  

  
  
  

  Customer Answer

  Date: 12/02/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  ******* did not approach the business herself. The seller perused her and asked her if she would like her hair done for free; as people work these kiosks do all the time. The seller asked ******* to call her bank and she if she had enough money because she was unsure if she did. The seller should use common sense and good judgment when selling products. The seller could clearly see once they began talking with her that ******* was intellectually disabled. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  Business Response

  Date: 12/03/2024

  Hello, 

  We at Pin Straight do not discriminate any customer, with that said - we do have several locations, plenty of salespeople and many customer interactions,
  We wish to help solve this issue for you

  Please provide a phone number for us to further investigate and work towards a refund if necessary. 
  
  thank you
  

  Customer Answer

  Date: 12/04/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The business ask that we provide a contact phone number to investigate further. Here is my phone number: ***** **** ************
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:09/25/2024

  Type:Sales and Advertising 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 am speaking on behalf of ****, a 16 year-old Norwegian citizen who visited the ****************** on September 12 to buy something at *******************. As she went out of the store, *** the sales associate, lured her to try your product. **** was forced to buy a $319.89 by your sales associate ***.**** is visiting this country for 2 weeks. Her mother has cancer, jobless and recently divorced with 3 kids. She allowed **** to come and visit the **, with ****** own money that she saved for years to visit the US because of the incident that happened to her family. The $319.89 that she spent was the only money she had in her pocket money. But because the sales associate ***, did not want to take NO for an answer and forced her to buying the product when the 16 year old said I need to think about it. *** did not stop until **** paid for the product. She cannot afford to buy this ********** is so sad that this will happen to a 16 year old visiting the **. She does not speak good English and was so confused on what's going on.I went back to ****************** and spoke to ****** Even. He told me to email customer service. I am filing this as the company has done nothing for a 16 year old visitor who experienced this sales harrassment by this company. Children should be protected and not be treated this way.

  Business Response

  Date: 09/25/2024

  Hello, 

  We serve every customer, even if they are from ******* 
  this nice girl decided to happily purchase several items after going through a usual demonstration. 
  needless to say she had many other bags from other stores as well, like every other normal shopper enjoying their time at the mall. 
  

   

   

  
  
  

• Initial Complaint

  Date:05/27/2024

  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.

  On 5/25/2024, I was walking in the **************, **********, when I was stopped by a girl named ****, at Pin Straight. **** did a demonstration on me with the straight iron. When doing the demonstration, the steam came off my hair and the hair was hot to the touch and gave a nice hair straighten. I was impressed and very happy with the results. She first started off with a $400.00 price and I negotiated down to $150.00. The next day, I went to use the straightener and I noticed immediately that this was not the same product. The straightener did not get as hot, and it did not give the result that I had during the demonstration. I am told that there is no refunds with this product, and only exchanges. How is this legal? They clearly are not selling the same product they are demonstrating. Tonight, I went to the internet to see reviews of this product and found that people are saying the very same thing I have found. I would like my money back as they are performing a scam, in selling people a tool they are clearly not using. I find this illegal of taking peoples money while performing this scam. They clearly do no returns as they dont stand behind their product as they know everyone would return their item.

  Customer Answer

  Date: 06/07/2024

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

   

  I went to the business on 6/8/2024 to talk them and no one was around.   I was going to do an exchange and no one was at either of their locations in the mall. There was no number to call and no business cards there. 

  Business Response

  Date: 06/09/2024

  Hello, 
  

  The product sold is exactly the one demonstrated. 
  

  please bring it back to the store for comparison. 
  

  Our associates will be happy to show you again how to work with the FAR-INFRA Hair Straightener. 
  

  the amazing results you fell i. Love with on the demonstration can be easily achieved with your tool and require minimal practice

   

   

  for more information please contact us at 

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

   

  Thank you

• Initial Complaint

  Date:05/04/2024

  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.

  The product was sold to me under false information and it doesnt work. I dont care to exchange it. I want my money back

  Business Response

  Date: 05/06/2024

  Hello , 

  All products purchased from authorized vendors are covered with an unconditional lifetime warranty 

  please send a copy of your receipt to 

  **********************************
  for better assistance, and also clarification about the return policy of the location you have purchased from

   

  thank you

• Initial Complaint

  Date:04/13/2024

  Type:Product 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 spent ****** dollars on pin straight hair straightener .This is not the same product they did the demonstration with! I was approached in **************** Nj. Given a demonstration of how quick easy and wondererful this piece of junk is! This is not the same product. I want my money back

  Business Response

  Date: 04/14/2024

  Hello, 
  

  we sell the exact same product we use on the demonstration. 
  during the demonstration The salesperson is showing great results on your hair, and this is the reason you have decided to purchase.
  

  and you can get them too very easily ! It is just a matter of technique! Please come back to the store, along with your new tool. We will plug your own tool and show you its the same one

   

   

  thank you!

• Initial Complaint

  Date:03/30/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Today I was in the *************** and was approached by a woman selling a product called pin straight. Her name was ***** the product that she used during the demonstration is not the product that we brought home. We spent $200 for a basic flat iron that looks like its been used before. We want our money back.

  Business Response

  Date: 04/01/2024

  Hello *****, 

  We are sorry for this inconvenience. 

  Please come back to our store and we will exchange it for you for free. 

  We would like to emphasize that we do not hold customer exchanges at the point of sale, and it is very unlikely that you would be sold a used product by mistake, since we do not offer returns on hair tools. 
  

  We are looking forward to seeing you again and exchanging your tool to another one under your lifetime warranty 
  

  Customer Answer

  Date: 04/01/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I do not live in the area and need instead for a new product to be mailed to my home and I will mail the used product back to you. Please provide a free mailing label to me for me to return the used product that you sold me for $200. My address is : *******************************************************************
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

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

   

   

  Business Response

  Date: 04/03/2024

  Hello *****, 

   

  We will be happy to exchange it for you, 

  there is a standard procedure for that. 
  please mail you product along with the brochure with all the customer information filled in it, including copy of receipt or receipt number. 
  

  once we receive that we will send you the new one at no charge.

   

  please ship it to ****** at 

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

  ****** ** 06037

  thank you 

• Initial Complaint

  Date:03/01/2024

  Type:Product 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 just made a purchase in **************** from **** today march 1, 2024. She was nice at first the minute I made the purchase then she mentioned there is a no return policy. I think that was not ok and she all of a sudden didnt understand me. There was another sales person there when I asked her why was the policy not mentioned before, she became combative. She trying to explain saying this product is better than the outside one I said but why wasnt the policy mention she said just let me speak. I just wanted to know why when everything else was mentioned, that wasnt mentioned. I really dont like that. Thats not how you run a busy and Im upset because the way she spoke to me and I cant get my money back. She didnt care about my question because she already received my money. Im going to expose them on all platforms because thats unprofessional.

  Business Response

  Date: 03/01/2024

  Hello, 
  
  
  Were sorry you feel this way, this is not the experience we aim to have for our clients,
  
  New Jersey law and Cherry Hill mall laws mandates that we have a sign for our return policy, and to have it on all of our receipts. 
  
  
  We do not hide our policy, and mentioning it after the sale verbally is something we do as an extra and out of courtesy, and its a part of the salesperson sales pitch, they didnt try to hide it from you.

  Customer Answer

  Date: 03/01/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.] I do not approve of this response because the way the sales lady was rude is unacceptable and clearly no one cares because it was never addressed.  No one should be spoken to in that matter. Had I know this is how it wouldve been I wouldve spoken to them in a disrespectful manor. As I stated I will air this out on ALL SOCIAL MEDIA platform on how that sale lady spoken to me. That is unacceptable!
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Kayshe

   

   

• Initial Complaint

  Date:02/27/2024

  Type:Product 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 have a charge for Pin straight on my statement and have requested a refund for unauthorized charges and the company has been no help. I got my card cut off and a new card printed. My son is having surgery, I will be out of work. I cannot afford to be out of $650 fraudulently.

  Business Response

  Date: 02/27/2024

  Hello , 

   

  you emailed our customer service team today, a few hours ago, and we havent even had the chance to reply,

  Is your BBB complaint about our return policy ?it is a no return policy for demonstration products, as you are aware. 

  Thank you 

   

   

   

• Initial Complaint

  Date:02/20/2024

  Type:Product 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.

  Was walking thru the mall when a young lady tried to pursued my wife to sit and sell some kind of product. She convinced ** after showing us her hair straightener to purchase the product because of how well it worked. She took my card and was only supposed to charge a total ***** dollars a piece for two items. Two days after my card was charged ******* with tax. She had mentioned she put the reciept in the bag but when I drove the two hours home there was no receipt in the bag and top it all off she gave us instructions how to use the straightener. We followed those instructions but the product did not work the same as at the mall. I have got a hold of the credit card company to get my money back. Thier tactics to sell the product is 100% a scam. The way they talk and how forceful they are to not let you leave and the product quality is very cheap. Taking over 900 dollars more than they quoted while I had my seven kids and my wife there. I can't beleave they stole from me.

  Business Response

  Date: 02/21/2024

  Hello, 

  you have not attached a receipt, so we can not verify your purchase. Please send an email to 

  ********************************** 

  And provide some details about the purchase (last 4 of card , date of purchase , time if transaction) in order for us to locate your receipt for you. 

  however, if you gave purchased a 1,000$ worth of products, it was probably made in 2 separate transactions, on different times. One for the straightener, and one for the hair products. None of our hair tools is $50 a piece. 
  

  if you want to test your products and make sure they work well you are welcome to come back to our store and our associates will open yours and show you how to use it properly like on the demonstration. 
  in the unlikely event that a new tool has a malfunction- we cover all tools with a lifetime warranty. So you will get a new one.