ComplaintsforUnited Salon Supplies
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/30/2023
- Complaint Type:
- Product Issues
- Status:
- Unresolved
On September 7th, I placed an order for one container of hair styling **** and five bottles of hair setting spray. The products were delivered to me on September 12th. However, when I began using the hair setting spray on October 1st, I noticed a significant issue with its quality. The spray emitted from the bottle was of very poor quality, with large droplets resembling water, making it impossible for me to use effectively.Concerned about this, I promptly contacted the seller via email on October 2nd to report the issue and request a resolution. Unfortunately, due to an email sorting issue, I did not discover their response until October 17th. Upon seeing their reply, I immediately provided a series of supporting evidence to validate my complaint.To my dismay, the seller responded the following day, stating that the request was beyond the 30-day after-sale service period and they were unable to assist me further. I attempted to explain my situation and emphasize that I initially reached out to them well within the 30-day timeframe, but since then, I have received no response from the seller.Given that my initial contact with the seller fell within the 30-day window, I believe they should address and resolve this issue. However, I am currently experiencing complete silence from the seller in response to my emails.I kindly request your assistance in resolving this matter and ensuring that the seller upholds their responsibility to provide quality products and support to their customers.Business response
10/30/2023
Hello,
We have received a complaint from this customer saying that they were not satisfied with the quality of our products. We can guarantee that all our products are original and come directly from the manufacturer, so they are of good quality. However, we understand that the customer may change their mind or it may not be what they were expecting, so when we received their email on Sunday October 1st, we attended as soon as possible and requested pictures of the items to start our return process. This process can be initiated through customer service or the customer can do it on their own on our website, at any time they wish as long as the return complies with our policies.The process with this customer was never initiated, as we did not receive a response to our October 2nd email and they never did it online. When they got back to us on October 17th, the period in which we can accept returns, as stipulated in our policies, had already passed. Unfortunately, we were unable to give them the solution they were hoping for because they were unable to meet the requirements to process the return.
We are sorry for what happened, but we have to be firm to our policies as the products we sell are for personal care.
Customer response
10/31/2023
Complaint: 20800621
I am rejecting this response because:
If I sent the request on 17th Oct, and you reached back to me and said "sorry, it has already passed 30 days warranty", then I can totally accept it. However, I reported the problem very early, I just did not realize that your reply was in the spam, that is the primary reason why I reply late. If 30 days is a time limit, I beg your company can totally reply late to all customers and just wait until 30 days passed and you will have no penalty in handling customer requests! What a nice trick!
Also, I dont think your goods are of good quality, I dont even think it is authenticated goods. I attached the pictures and videos to the Email, and it is just of LOW quality. I have bought a lot of bottles of this spray of the same brand many times, I have no doubt that your products is very bad. So it is not me CHANGE MY MIND, it is your goods of BAD QUALITY! And your guy's attitude was so bad by the way.
Sincerely,
***********************Initial Complaint
10/04/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Shipment arrived damaged. Sent photos United salon supplies sent me a label to return merchandise. I never got refunded and they have stopped responding to my emailsBusiness response
10/19/2023
We were always willing to help, the customer was told the procedure to proceed with the refund. Customer was refunded when the package was returned to us. The procedure was done according to our refund policy.Initial Complaint
07/27/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I placed an order online on July 16th and then I cancelled on July 16th. The company sent me an email early morning of July 17th stating my order was cancelled . They also stated my refund would be processed in 5-6 days. Well its been 11 days and no refund. I think their trying to steal my money.Initial Complaint
02/21/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I ordered 18 products different hair colorsOut of this 18 different articles where 7 delivered in wring colors.The company denied it, told me they have all on video. When I sent them the photo and asked them for videproof, **** told me I should send it back. On my own expensesInitial Complaint
01/20/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Ordered 6 hair spray from this business for a total of $63.54. On January 13, 2022. An empty box still taped up with original packing tape arrived January 18th with nothing inside! Opened box called company did not receive a call back so I emailed them and they refuse to refund the money. The order number is ******************.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
5 total complaints in the last 3 years.
3 complaints closed in the last 12 months.