ComplaintsforBeauty Systems Group, LLC

• Initial Complaint

  07/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  March 13 called & spoke to a manager at the Federal Way store about the return policy for items. Explained I was not able to find my receipt; wanted to know the return or exchange policy. She told me there are no restrictions; she recommended I call Customer Relations (CR) to walk me through how to get my receipt online through my online. Called CR; they told me the same thing & helped me retrieve my receipt. Same day around 4:30 PM, went to the ******* location to make the return and/or exchange. *** in the picture is who I dealt with. Told me I was not able to return it. I explained I called CR & a manager in Federal Way; both said yes to return. Showed him the online receipt that did not outline any restrictions & that I was told no restrictions. Told the gentleman I will call CR & put them on speaker for him to hear. He said if they say to return it then he will return it. Called CR while in the store. She too saw that I called; said I can return the items. During my conversation w/ her; had to ask him several times to please not interrupt my conversation. He continued; told him I felt he was badgering me & harassing me. He thought it was all a joke; funny; laughing; & kept taunting me Interrupting my call ignoring my several requests not to; and, laughing. Called a friend to conference her in on the call w/ CR. He placed a call; started playing the victim; acting like he was afraid for his life; said I was scaring him; said he was calling the police on me. I had to ask him if I was so threatening & hes afraid for his life, why does he keep walking towards me & by me. Hes at least 64; slightly overweight white man. Im only 54 petite professional black female. He called security; sounded as if she referred to me as the black person;,something black which was offensive! Told me to get out of the store immediately; he lock the door. Again, CR was on the phone. Requested to have a DMcall me; as of today, no call. The silence showing me acceptance the behavior

  Business response

  08/08/2024

  On 7/31/2024, District Manager, *************************, spoke with customer.  The District Manager reported that the call went amazing.  The customer agreed to visit the store to meet the new manager, *************************.  The customer expressed gratitude for the phone call and for hearing her out.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I called Cosmo ***** *************** twice and requested my ********************* account deleted permanently. The last call being on 6/24/24. I spoke to ******* at ******************************************************** location who refused to close my account. ******* stated that she can only deactivate my account. I informed her that I want my membership account deleted permanently, not only deactivated, and requested a reason. Her reasoning was ***** Prof does not delete accounts, just in case I would want to reactivate my account in the future. I assured her that I will NOT reactivate my account in the future. ******* still would not delete my account, nor would she allow me to speak to one of her supervisors. I informed her that I would contact the BBB which she told me to go ahead. As a consumer and licensee, I have a right to cancel my Membership with Cosmo Prof. I do not feel Cosmo Prof has a right to deny my right to cancel my membership. My request to the Better Business Bureau (BBB) is for Cosmo Prof to delete my membership permanently and remove all of my personal data from their systems. Please help with this.Thank you,*******************************

  Business response

  07/19/2024

  Our internal teams have removed all of the customer details on file for *******************************.

  Customer response

  07/23/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  11/15/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I placed an order Sept 2, 2022 online with ********** Called on the 4th or 5th to cancel the order because it showed it had not been shipped yet. Customer service rep said they would email the supervisor to cancel shipment. On the 6th I get a notification that my order is being shipped. I called them asking what happened and the rep said that the supervisor wasn't able to stop items from shipping. She said I can refuse shipment if I'm home or call them back to send back the shipment. I refused the shipment. Tracking numbers still show processing on the **********website and todays date is Nov 15th 2022. I have called the customer service number several times and all they say is that they don't know why it's still showing processing and they can't transfer me to a supervisor. Customer service has emailed the warehouses to close the order so it can be processed and copied supervisor on email. I keep getting the same answer every-time I call and feel like nothing is being done and I need to have the credit of $2,548.72 back to my credit card.

• Initial Complaint

  09/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have called and talked to numerous customer service people since last Oct of 2021. The matter in complaint states back to Nov 2020 when I opened my acct with the cosmo charge card where I get 3% off of all my purchases. I just happened to have been looking for something and then it started where I checked every online order since opening the card. I NEVER received my 3% even to date! I however, get it when I physically go to the store. 3/31/22 Julianne promised an update or call in a week. Phil promised in Nov/ Dec a weekly update. He was from Comedity who held the card. Debbie was somewhere in there as well. My rep never did a thing either!!! I'm fed up. I run a salon and a home and caregive in my home. I CANNOT be calling every week about this stuff. I'm to busy to sit on the phone. No one gets back to you anymore. Laziness. What are they getting paid to do? Oh and they don't write stuff down either. Omg. I just want all my 3% off on all my online orders since 11/2020. In fact I don't even want to use them anymore. They charge more than the real online companies where I've been ordering from lately. For this nightmare they should swallow my whole bill. I have anxiety and they make me so crazy mad I can't take it anymore. I gave up calling and can't seem to be able to talk to the highest level manager. I've tried it all. Sincerely ******

  Business response

  11/21/2022

  Business Response /* (1000, 5, 2022/09/30) */ We have reached out to Ms. ********* after reviewing their account and issues reported. We feel we have located the technical error preventing Ms. ********* from receiving their discount for using the private label rewards credit card and corrected the mistake. A refund credit has been issued on all previous orders from reported date for the discount difference not applied to orders verified as qualifying for the reward. We have informed Ms. ********* of such refund credits and feel the complaint is resolved to the best of our abilities.

• Initial Complaint

  08/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  See attached.My mother is a hair dresser-- she purchased a curling iron for me July 21 order placed online cosmoprofbeauty.ca- arrived July 25th -- not happy, the iron and the functionality - cheaper to just buy a 1" iron. Tried to reach out to Customer Service- you can't go into any of the stores because if you bought it online you need to deal with them directly- attempted to email no reply they put you on hold for 25 min -- then I asked spoke to a CSR Eugene - Ref# 03621771 my concern is the fact that you only get a person that's in Philippines No option to reach anyone in Canada - besides the retail stores which have nothing to do with online purchases I just want to return the unit-- I would like a full refund, I am just asking for a return label. I would like your assistance in dealing with them.

• Initial Complaint

  07/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was told by store manager that cosmoprof had a sale on the hair color i was buying. It was buy 6 get 1 free. I was only purchasing 3 colors. So i went back and got 4 more. At the end of the sale i was looking at receipt and did not see the free one accounted for on receipt. It bothered me all day so i called the customer service line and the agent brought up my receipt and i was told that the item did not show the free one and to go back to the store snd receive a refund. I then asked if the items reflected a discounted rate and the agent stated no i was to receive the refund. I went back to the Medford NY cosmoprof store where the purchase was made. I entered the store and told employee what had happened and she was berating me for calling customer service and told me she was not giving me my refund. I explained that the agent put notes in my account explaining what was to be done. She refused to do that too. I then walked outside the store and called customer service to explain what the employee was doing and the refusal of the refund. The agent stated he would escalate it to district manager. I re-entered the store and told the employee what was to happen and she was yelling at me that i had to listen to her and abide by what SHE said not the customer service agent. Shen then followed me out of the store yelling at me in the parking lot with numerous people watching. I never heard from the district manager either. I called customer service 2 more times and they stated there was nothing they could do and no one to handle the matter. I am appalled at the attitude and actions of that employee and that I received no apology from store or district manager either. To be treated that way when i called first to verify that the transaction was incorrect in the first place. Then to be sent back to the store to be treated like that. Horrible service!!

  Business response

  09/01/2022

  Business Response /* (1000, 5, 2022/07/12) */ Customer has been contacted to resolve the concerns regarding the way sale prices are calculated as well as the service concerns from the store. District manager Gina confirmed that by the end of the conversation the customer understood the pricing but was still unhappy with how it was listed on the sale flyer. Consumer Response /* (3000, 7, 2022/07/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not understand. I kept repeating that it was false advertising and misleading sales practices. I feel that advertising a sale of buy 6 get 1 free is deceptive and false leading on your part. How can you explain away a sale price on an item listed on your website for $7.60,btw I paid $7.70, then state "well if buy 7 (not at the sale price) but full price it WILL SEEM LIKE YOUR GETTING 1 FREE" ??? The fact is it is not explainable! I did NOT need 7 hair color tubes!!! I did NOT get 1 free!!! You cant have a sale on an item then advertise its BUY 6 GET 1 FREE cause if you paid the "regular price" it would've come out that way!! I was definitely deceived by that statement i was told by your employee . I was buying 3 i did not need the other 4 that i was talked into because of the fake sale. Plus, its a big plus, i did not need to get verbally, meanly abused by a staff member in the store-after i went back the next day, when i called YOUR customer service line first and was told to go back to store for the refund. Then I'm told that your customer service phone staff knows nothing are inept and do not correctly tell customers correct information. Whats up with that?? You hired them. Not me!

• Initial Complaint

  05/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On May 1st ,2022 i purchased a babyliss pro hairdryer iron combo, it turned out to be garbage.I brought it back with a receipt and was told i cannot return it,as it was opened . How else would i know it was garbage? the cost to me was 74.99.i cant use it , i called the company and they said to bad thats our policy. i never heard of such a policy. I would like a refund as i believe in the state of Ohio you can return items. thank you

  Business response

  07/15/2022

  Business Response /* (1000, 5, 2022/06/03) */ This has been resolved - approval was obtained by district manager Peggi *** as this was outside of our return policy. Customer will be returning to store #***** in Heath, OH to return the item store contact number #************

• Initial Complaint

  04/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  Good afternoon, I am writing this email after having spent over 2+ hours on the phone with numerous representatives at Cosmoprof. I have been trying to obtain records of my transactions throughout the 2021 year to provide when filing my taxes. This is only one of numerous attempts which I have inconveniently had to make every year when attempting to obtain information regarding my write-off for my taxes. Upon calling the company for this information, I was informed that there were only 4 recorded transactions under my account. I suggested myself, that they try to track the transactions with my credit card # as I have made purchases with it as well as paid via other means including Apple Pay or cash. I am a professional Cosmetologist which requires that I visit and purchase products multiple times throughout the month-if not week, which makes the companies "Record" extremely questionable and FALSE. After speaking with not only a customer service rep, supervisor and a Membership services rep, my concerns and needs were still not met. I have also previously spoken in regard to this matter-6 years ago when a similar issue (which appears to be the root of the problem) occurred and was assured by the same company that my concern had been resolved. Today, I was told that I have multiple accounts, some of which appear to be active/ inactive, however the purchase history was not showing up. To conclude, the company and customer service reps proved incompetent as they were unable to resolve the issue of the multiple accounts nor provide me with record of my purchases which had been made with my account #.

  Business response

  06/13/2022

  Business Response /* (1000, 7, 2022/05/03) */ Our records show that this issue was resolved with the customer on 04/15/2022. Consumer Response /* (3000, 9, 2022/05/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) No one contacted me or resolved any of what my complaints states.

*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. ↩