ComplaintsforSally Beauty Holdings Inc.

Beauty Supplies

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Customer Complaint:

Due to the volume of complaints filed against this business, BBB only publishes the details for 50% of the total complaints filed.

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Initial Complaint
07/26/2024
Complaint Type:
Product Issues
Status:
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.
I submitted an online order to be delivered the same day, when the order arrived it was missing items. I tried calling the store that my order was sent from but they didnt answer me so I called the costumer service line, the person that answered had a very heavy accent and it was hard to understand her, , I reported the missing items and she said that she had to call the store to confirm they didnt shipped the items. She had me on hold for more than 15 mins, then she said that unfortunately the missing items couldnt be shipped because it would take too long for them to arrive since they cant do the same day delivery again. I paid for this and now they cant send me what Im missing from the order. She said that she would submit a refund and hung up the call. I havent received any notification about the refund, my account hasnt received anything either so at this point I feel like I was robbed.
Business response
07/29/2024
Customer was issued a refund on 7/26/2024. It may take 2-5 business days to post to their account.
Initial Complaint
07/25/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Store: 465 Date: 07/19/2024 Time: 4:52 PM Beware if shopping at Sally's in ********, ** if you're BLACK!!! I visited Sallys in ********, ** on ***************** and was racially profiled. I went to this store with my daughter and grandson to shop. The cashiers (white) took turns following us around the store, it was really slow that day we were the only customers in the store. The one cashier who followed us from the front of the store to the back was looking over our shoulders and into our basket. About 15 minutes later another black customer entered the store, and that's when the cashiers decided to split up and assign themselves to a customer. It was so obvious it was sickening. I was so excited to use my new Sally's Credit Account and coupon until this happened. I ended up spending approximately $60 but was NOT happy with our shopping experience. Very embarrassing experience. Once I left the store, I called and addressed the matter with the cashiers and they were so nonchalant about the situation. I won't be back!
Business response
07/26/2024
Customer reached out to ************* and the complaint was filed. This has been forwarded to field management that oversee this store.
Customer response
07/26/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
07/22/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Date of transaction: 07/22/2024 Purchase amount: $56.62 Complaint: I placed an order online for 2-hour delivery. The order was delivered to the wrong house. I contacted the delivery driver who said he was unable to do anything about it. So, I contacted Sally Beauty Corporate, to which I was informed that I can only receive a refund if the products are returned. However, I cannot return something that I do not have, I expressed my dissatisfaction and was still refused a refund. A photo of the items on a doorstep was sent to my phone, to which I was able to confirm that it was not my door. My dad walked down the street of our neighborhood and could not find the items on any of our neighbors' doorsteps.
Business response
07/23/2024
The customer was refunded for this order on 7/22/2024.
Customer response
07/23/2024
I called the company again later in the day and spoke with another representative. She was able to issue a refund for the items, and said the representative I spoke to the first time was wrong.
Customer response
07/23/2024
I have reviewed the business response and accept this resolution.
Thanks to the 2nd representative that I spoke with who was able to refund my purchase. The first representative did not have a clear understanding of the situation or the companys policy.
Initial Complaint
07/17/2024
Complaint Type:
Product Issues
Status:
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.
$48.66 I was charged for products I did not receive. I contacted well before products arrived at wrong address and asked them to cancel since it showed the wrong address. They stated I would need to contact ***** and cancel it. I called ***** and they stated that the sender needed to council it. The items were never canceled. They will not send me replacements to correct address and also refuse to refund me stating they are not liable for incorrect address. ***** specifically stated they were able to cancel had the sender connected them to cancel it and Sally's refused. I would like my money back or my products.
Business response
07/18/2024
When customers place an order, they are required to review so by placing it customers verify all info is correct. ******************** is not liable for incorrect addresses. If the order is sent back to the warehouse, a refund will be issued.
Customer response
07/18/2024
I am rejecting this response because: I had canted Sally's prior to ***** delivering the products to conceal with ***** which is the senders responsibility to contact ***** and cancel! They instead decided to tell me that I needed to contact ***** instead which ***** confirmed that the sender must request the cancelation. Every call is recorded and Sally's gave the incorrect information and refused to cancel when still in time to do so. I do not live in ** to be able to return what Sally's allowed ***** to deliver by refusing to cancel as required being the sender. They very well know the policy and decided to tell me to contact ***** instead of doing it by policy which is why they are liable for giving a refund.
Business response
07/22/2024
Sally Beauty is not liable for incorrect addresses entered by customers. If the order is sent back to the warehouse, a refund will be issued.
Initial Complaint
07/17/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Order Number: WSA1531244063 Date Ordered: Jul 15, 2024 $69.31 I was supposed to pick up part of this order in-store, when I went to pick it up, someone else had already gotten my order. I did not ask or employ anyone else to pick up my order. The store claims that they verified ID and/or email confirmation from this person, however, when I was in the store the associate claimed they didn't do that and just assumed it was accurate. I tried to reach out to customer service and was told there was nothing they could do since the order was supposedly verified by the store associate. Now because of an associate error, I do not have my items and am at a loss since I already paid for the items. The store called their tech support only to tell me that I would have to call to try to settle it. After calling, again I was basically given no options. I don't think it's too much to ask to get my items and/or a refund.
Customer response
07/18/2024
The business reached out to me and this matter is resolved.
Business response
07/18/2024
A refund was issued on 7/17/2024 for the pick up portion of the order. An email was sent to the customer as well.
Customer response
07/18/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
07/16/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I have a complaint against Sally Beauty and ************** My husband bought a hair dryer online and needed to return it. He was directed to take it to Sally Beauty. We took it there on 01/20/24. The store clerk accepted the dryer but said she could not refund our money. Instead, she gave us a store gift certificate. My husband told me to select some items, and I did, totaling $85.18 I thought the store would use the gift certificate for payment. Unknown to me, the store also "approved" me for a Sally Beauty Rewards Credit Card. It was "bait and switch": surreptitiously issuing me a credit card that I did not know about at the time and did not want. We left the store with our merchandise which we thought was covered by the gift certificate, thanking the clerk. I began receiving telephone calls from ************** an institution I had never heard of. I was told I owed money to the bank: if I did not pay, I would be penalized. The same woman from Comenity harassed me for about two weeks. I finally shouted at her over the phone, telling her I owed her nothing. ************* then publicized me online as a bad credit risk. That publicity in the banking world reduced my credit rating. I was sent a statement of my name and addresses from several years back, and told to correct any errors. I never received the Sally Beauty credit card, didn't want it anyway, wouldn't have used it. Meanwhile, Comenity has apparently added interest to the $85.18, and now wants a larger amount of money from me. Usury. We were never reimbursed for the hair dryer. And I paid $85.18 that I thought would be paid by a gift certificate.
Business response
07/18/2024
For further assistance, customer will need to contact our ************* line at ************.
Initial Complaint
06/23/2024
Complaint Type:
Product Issues
Status:
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.
I was trying to make a purchase on 6/21 around 7:00 am on their online site. I was originally just going to do a pick up order at a store in my area but then saw they had a promotion where if you spent 35 dollars or more you could get free 2 hour delivery. Upon trying to fill my cart and start the check out process they were still charging me for a delivery fee when I had over the 35 dollars in my cart required for the promotion. I then switched to pick up and upon trying to check out the site told me that my items were unavailable at said store. I then had to make changes to my purchase and switch between stores to try and get all the items I needed in one fell swoop. Once everything seems to be correct I go to check out and the order didnt go through with their site because the items apparently werent available again. I then messed around with the site for another hour switching between 3 different stores in my area to again make sure I can pick up all my products at once. When checking out this time I used a different card and the same thing happened where Sally beauty couldnt complete the order because the item magically became unavailable in the 1 minute it took for me to enter my card info and submit the order. Sally beauty couldnt complete the order but charged two of my cards a combined amount of almost $100 that has been pending in my two accounts since 7:20 am on 6/21/24. I then call their customer service number where I spoke with a representative who said it was not on sally beauty but my bank that is holding the funds and was told to wait ***** hours for the money to be put back in my accounts. I called my bank the next day and they said in fact that sally beauty was the one holding the funds and my bank was in fact not holding the funds. I then call sally beauty back and they switch the timeline again from ***** hours to now 3-5 days yet again still putting the blame on my bank. I called my other bank and they said that sally was holding the funds
Business response
07/22/2024
Customer was emailed on 6/28/2024 about the pending charges being reversed.
Initial Complaint
06/22/2024
Complaint Type:
Customer Service Issues
Status:
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.
Today 6/22, I spoke with a Sally Beauty customer service rep named May regarding my potentially hacked account and the lack of empathy and importance towards the issue is very concerning. I logged into my account online and noticed my password didnt work. I reset it and logged in. I went into the app to place an order and when I went to checkout, I noticed a totally random delivery/billing address with my name on it. I felt panic and immediately called Sally's customer service. The rep was acting as if it was no big deal and when I asked her if my account had been hacked, she replied with probably. Zero empathy and zero concern with trying answer my questions. I asked how this could possibly happen and she said that I mustve given the wrong information which obviously is not the case. I created the account about 2-3 weeks ago and I created it online with my correct info. I even had my credit card info saved there which I have now deleted. Ive never seen this address before and its certainly not mine. I asked if I could speak with a manager, and she declined saying they do not work on weekends. I kept asking her what she was going to do to resolve this because she was not taking any initiative. She mentioned she'd send a ticket to try to investigate. I emailed their customer service email and went back and forth with someone who also took the issue lightly, zero empathy. Also asked me to verify my info via email - I replied again that my personal info was the issue here and they stopped replying. I'm extremely concerned that no one at this company is taking this issue seriously.
Business response
07/22/2024
Customer will need to contact ************* for further assistance.
Phone: **************
Monday - Friday, 8 a.m. - 9 p.m. CST
Saturday & Sunday, 9 a.m. - 6 p.m. CST
Initial Complaint
06/06/2024
Complaint Type:
Billing Issues
Status:
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.
I came to this location and was offered a credit card which I did not want but they signed me up for it anyway. I keep receiving bills but I have not even used the card. I would like to cancel this credit card.
Business response
06/10/2024
The Sally Beauty Rewards credit card is handled by a third party, so we would not be able to assist with this issue. Please contact the credit card company customer service directly.

******************** Rewards Credit Card
Customer Service
**************
****************************
Initial Complaint
05/14/2024
Complaint Type:
Customer Service Issues
Status:
Unanswered
The business failed to respond to the dispute.
STOP LETTING OTHER PEOPLE AND YOUR STORE ASSOCIATES USE MY ACCOUNT INFORMATION FOR THE LAST TIME!!!!!! I DID NOT COME IN THIS STORE AND I DID NOT MAKE A PURCHASE AT 7:50PM WITH A **** CARD ENDING IN 3557 AT REGISTER 2, TRANSACTION ******!! I DO NOT GIVE MY INFORMATION OUT TO BE USED MY OTHERS AND DO NOT APPRECIATE SALLY BEAUTY RELEASING MY INFORMATION! THIS IS UNPROFESSIONAL AND DISRESPECTFUL! IM ****** OFF ABOUT THIS AND THIS IS NOT THE FIRST TIME THIS HAS HAPPENED! I WILL BE FINDING LEGAL ASSISTANCE SINCE YOU GUYS CANNOT RESPECT MY PERSONAL INFORMATION AND GIVING MY INFORMATION OUT! IDENTIFICATION NEEDS TO BE ASKED FOR!

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ComplaintsforSally Beauty Holdings Inc.

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