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:02/24/2025

  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.

  Tried to return product. They will not pick up machine unless I pay them almost $300. Their return policy states they will deduct original shipping fee which was $65. They will not pick up until I pay them an additional $300

  Business Response

  Date: 03/01/2025

  Hello *******,

  Thank you for reaching out to us - we are sorry that the machine was too big for your space, but we understand these issues can happen. Please understand that due to the size of these products, it does sometimes make things a bit complicated when a customer decides to return their product, which is why we provide the dimensions and mounting requirements on the product page of our website.

  With that said, we will be happy to work with you to return the equipment and provide you with a satisfactory solution. If you wish to return the product, you are not required to use our shipping label to send it back - you are welcome to use your own label or shipping if you can find a better price. We typically lose money on every item we ship, and charge a below-market shipping rate on our website, as we understand that customers' do not want to bare the full cost of shipping, so this is why the original shipping charges are less than the return shipping charges. It is also true that if you wish to return the product for a refund, per our return policy, we would need to deduct the original cost of shipping, as well as applicable restocking fees.

  However, in you case, if you would be willing to exchange your product for a different hair processor we offer, such as the rolling base version, we can offer you return shipping for the same $65 price you paid for the original shipping cost, we will cover the remaining cost, and we will ship you the replacement machine at our cost, with no additional fees or charges. If this option would work better for you, please screenshot this message and send it to our customer service team via email, so they can further assist you.

  Best regards,

  SalonPro Team

• Initial Complaint

  Date:04/18/2024

  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 purchased an orbiting halo from SalonPro in June of 2023 for $563.92. It worked until December 2023 when the heating unit made a loud pop and scared my client. It then would not heat up. The heating element is broken. I reached out to SalonPro customer service as the item is still under a 1 year warranty they asked me if I still had the original (very very large box). I did not because who would keep such a large box and where would you store it? They then told me they would send me a free box for $36.63 shipping. I would have to pack up the broken unit and send it to them at $77.63 shipping cost so $113.99 total for them to fix my unit under warranty. I refused as I did not want to spend that much on a unit that broke so fast. I have read of others doing this just for their unit to break again later. I spent a lot on the item and wont be spending anymore towards it. I reached back out before writing this complaint and they offered a second (even worse option). They want me to spend $300 on a deposit, get a new unit sent to me, put my broken unit in the new box and then spend $77 to send the broke unit to them. Then they would reimburse my $300. Such a joke! Im a small person and can barely carry this unit by myself. I also find it funny that I only paid $35.00 shipping when originally purchasing this item from them.

  Business Response

  Date: 04/26/2024

  
  Thank you for bringing your concerns to our attention via the Better Business Bureau platform. We appreciate the opportunity to address this matter and provide clarification regarding your recent experience with our product and services.
  
  Upon reviewing the details of your purchase and subsequent interactions, we would like to provide additional context and information in accordance with our established policies and procedures.
  It is noted that you received your unit on July 5, 2023, and subsequently reported an issue with heating on January 22, 2024. At the time of purchase, you agreed to our website terms, which prominently feature our "limited warranty policy." This policy outlines our commitment to addressing warranty claims, specifying that while we cover the cost of repairs, customers are responsible for the return shipping fee associated with warranty claims.
  
  We acknowledge that you were offered the opportunity to file a warranty claim, consistent with our policy. However, we understand your hesitancy to cover the return shipping fee. In an effort to facilitate the process, we extended the option of discounted prepaid return labels to mitigate this expense.
  
  We also recognize the importance of original packaging in transit to prevent damage to the unit. Despite your unavailability of the original box, we proposed to provide a replacement box at no additional charge, with only the shipping fee to be covered by you. Regrettably, this option was not accepted.
  
  Given the unique circumstances, we proposed an alternative solution of providing a brand new replacement unit, deviating from our standard policy of repair. However, in accordance with common practices in e-commerce, we requested a fully refundable security deposit to ensure the return of the original unit upon receipt of the replacement.
  
  We believe that these efforts demonstrate our commitment to customer satisfaction and our willingness to explore alternative solutions to address your concerns.
  
  Please note that the warranty on your unit is scheduled to expire on June 28, 2024. Please do not hesitate to reach out to us if you have any further questions or concerns. 

  Customer Answer

  Date: 04/29/2024

   
  Complaint: 21591110
  
  I am rejecting this response because:

  I was never offered a discounted shipping option. I was offered $36 for the free box to ship it and then an additional $77 for mailing the unit back. Furthermore the deposit amount of $300 which is even more expensive towards a unit that should never have broken so easily. I also had a very hard time looking into the limited warranty on the website which is purposefully made impossible to find. The heating element in the dryer stopped working at no fault of my own in 5 months of usage. I will not pay ****** to have an already expensive item fixed just for it to break again. I have read countless reviews of your customers out hundreds of thousands of dollars in repairs. I also paid a total of $35 for shipping at the time of purchase so Im not understanding how it would cost $77 now to return the item to you?
  I have been out of heater to process my colors costing my business money since December. That being said I have thrown away this unit and have purchased from a more reputable company that backs the shipping both ways under warranty. 
  

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/10/2024

  Dear *******,

  Please understand that the $300 security deposit is a temporary charge which will be fully refunded to you once we receive the defective unit back. Also, if you choose to do the security deposit option, we would not need to charge you to send an empty box first, as we would instead be sending you a brand new replacement unit and you would then send the defective unit back to us in the box of the new replacement unit.

  
  Once we receive the defective unit back, then we would refund you in full for the $300 security deposit. The only cost you will incur is the shipping charge to send the unit back to us, which is at our discounted rate - as shipping the large box without our discount would cost $150+. In addition, we cover the cost of shipping the new replacement unit to you - therefore, you are only responsible for return shipping, as stated in our Limited Warranty Policy.

  We hope that makes sense. We are sorry for the inconvenience caused and hope to get this issue resolved for you as quickly as possible. If you have any other questions or wish to proceed with this option, please contact our customer support team directly.

  Best regards,
  
  SalonPro Support
  

  Customer Answer

  Date: 05/16/2024

   
  Complaint: 21591110
  
  I am rejecting this response because: as a consumer I refuse to spend that much money on a product that only lasted me a few months. The heating unit suddenly stopped working at no fault of my own after forking out 100s of dollars on the item already. There are countless reviews of paying your high shipping rates to return and fix items that then break again a few months later. I find it funny that the shipping for the unit when I bought it was $35 and now you are saying that $76 for shipping is a discounted rate. Either way as a company you do not stand behind your defective and expensive products. You expect your customers to fork out more money while also loosing valuable time and money on the business end while the dryer is ineffective. I have thrown my dryer away and I am going with a different company that stands behind their product. I want to point out that I feel that my investment of nearly $600 into your product is very regrettable as it only lasted less then half a year. 

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/16/2024

  Hello *******,
  
  Thank you for your reply.  
  
  We would like to clarify that we partially cover the shipping costs when sending the original order to assist our customers in minimizing shipping expenses. However, due to the considerable size and weight of our packages, shipping costs can be significant, and unfortunately, we have no control over these fees as they are determined by the carrier. You have the option to select your preferred carrier for returning a unit for warranty claims if you find a more cost-effective and reliable option. 
  
  We affirm our commitment to standing behind our products and have extended efforts beyond the constraints of our warranty policy in your case. Since you have already disposed of the original unit, there is limited recourse at this stage.

  Customer Answer

  Date: 05/20/2024

   
  Complaint: 21591110
  
  I am rejecting this response because: I dont see any real efforts made on your end that dont require me spending a good deal more on a defective item. 
  

  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/27/2024

  We apologize for the disappointment. Our Limited Warranty Policy( ****************************************************************) states, if for any reason your product is defective, not fully functional, or stops working within the warranty period (warranty starts on the date your product is shipped out from our warehouse), due to a manufacturer or parts defect, we will either send you the necessary parts to repair your product, or some cases, it will be necessary to return your product to us to be repaired. If, for some reason, the item is not able to be repaired using replacement parts, we may decide to send you a new replacement unit or a full refund (if a replacement is not available), at our sole discretion.
  
  We will cover all shipping costs to the customer after warranty work has been performed, or in such cases where we decide to replace the item. However, all costs to ship the product to our facility for a warranty related claim is the responsibility of the customer; unless the claim is within the first 30 days of receiving your product.
  
  We believe that we have made extensive efforts to assist the customer by minimizing her shipping costs and adjusting our policies to accommodate her needs. She has the option to either receive a brand new unit by paying a fully refundable security deposit or send the current unit back to us for repair. We will cover the shipping fee for returning the repaired unit to her. The security deposit will be refunded in full once the original unit is received back at our warehouse. The customer will be responsible for the return shipping fee, as the unit was delivered 10 months ago. Thank you!
  

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21591110
  
  I am rejecting this response because:

  at this point you are no longer talking to me you are addressing BBB. I am not satisfied with your customer service and that your product did not hold up. I do not feel it is right that I have to pay so much for shipping on an item that was $600 and lasted me less than half a year. You could have shipped me a new heating unit (thats what is broken) and my father could have repaired the unit. That was never offered to me. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/08/2024

  We appreciate your patience as we address your concerns.

  In our previous communications, we presented several options to resolve the issue you encountered with our product. While we cover one-way shipping for sending repaired or replaced units, it's important to note that return shipping charges are determined by the carrier and must be borne by the customer, as per our warranty policy. We must emphasize the importance of safety when dealing with sophisticated machinery, and thus, we strongly discourage any attempts at self-repair.

  To reiterate, upon receiving your complaint about an issue with the heating ring after 9 months of use, we promptly processed your warranty claim in accordance with our policy. As outlined, you were required to return the unit for repair at your expense, with us covering the shipping fee for sending the repaired or replaced unit. To ensure the safe transportation of the unit, we recommended using the original packaging (as the package is designed for that specific unit to help prevent damages during transit), which we understand you no longer had. In an effort to assist you, we offered to provide an empty box at no cost, with the shipping charges to be covered by you.
  
  Despite our efforts to minimize your return shipping costs, including providing access to our carrier discount for return labels, we acknowledge your concerns. In the interest of resolving the matter satisfactorily, we extended the offer to send you a brand new unit at our expense, subject to the collection of a fully refundable security deposit, considering that you still possess the original unit.

  We apologize for any disappointment. We firmly believe the options we provided were fair, and we made every effort to go above and beyond in assisting you to resolve this situation. Thank you!

  Customer Answer

  Date: 06/12/2024

   
  Complaint: 21591110
  
  I am rejecting this response because:
  Im going to stop you there the nearly $600 unit I purchased from you broke with no damage or any user error on my end after only 5 months! It broke before Christmas and I recieved the item in July I first reported the problem in January as Christmas time is very busy for me in the salon. Not only did this unit put a financial stress on my business (because it took me substantially longer to process my clients color causing me to run behind and not make as much money) but you expect your customers to pay extra for shipping that is very expensive on top of being out of a working unit. No one in their right mind is keeping your extremely large box full of styrofoam just incase your faulty unit breaks. Furthermore no one wants to pay $37 for a free empty box and then another $77 for shipping on a very expensive item. An item that should have lasted me way longer than 5 months! Every single person I have discussed this matter with is appalled by this companys horrible policy and the quality of your products. I will continue to tell other stylists not to buy products from salon pro and warn them of your horrible business practices. I have since purchased a new unit with a company that guarantees shipping both directions and a 3 year warranty that actually stands behind their product. Im very angry to have to already wasted so much of my time and money with salon pro. 

  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/16/2023

  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 purchased 2 Halo dryer/ processors from Salon Pro through Amazon on April 14th of 2022. The first one quit working on May 15th. We went through all of their protocol to do a return. Then the second one quit in June 2022! I went through the return protocol. I had to pay a $500 security deposit & $103.33 for postage. We received the replacement on July 13, . Then on August 11, 2022 I emailed them again because the first replacement would no longer heat. They said we needed to replace the halo. We did not receive a replacement halo until March of 2023. Then the replacement halo (only) was the wrong one. They needed pictures of the original and the replacement to figure out the issue. I emailed them the pictures 3 times. In the mean time the second halo processor quit running in Feb. 2023. It was returned on March 2, 2023 (I had to pay $103.33 again for shipping.) So, to summarize I purchased 2 units in April 2022. I have only had both units running at the same time for no more than 4 weeks. So, now I have one unit without a halo, one unit returned and not replaced. Salon Pro's customer service is horrible. You cannot talk to a human it is all done by email. Over the course of all of this. I have counted more than 30 emails concerning all of the problems that I have had. I did get a hold of *** in the sales department. She seemed like she was going to be very helpful. But, I called her in March of 2023. She said she would explain everything to ********* (I guess her boss). And he would get back to me. That did not happen. I called her again on April 28, 2023. Again, she said she would relay my issues to ********* and she would call me back with a reply. NO REPLY. I have called and left voice mails to her phone again on May 4th and again today May 15th, 2023. NO ANSWER. I have spent $1707.72 for the 2 halo's, $260.66 on postage. And I have nothing. Literally, nothing. 1 is in pieces and 1 was returned to them for replacement.

  Business Response

  Date: 03/10/2024

  We apologize for any inconvenience caused to the customer; however, this case was fully resolved back in November 2023. If she requires further assistance, she can reach out to our customer service team for support. Attached is a copy of the final status of her case. Thank you!