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:07/07/2025

  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.

  I went to an appointment at Paul Mitchell The School Pasadena on April 25, 2025. There was no privacy during my appointment; other customers may have easily viewed me during my appointment. Wax was left behind at the end of the full bikini wax service; it was not cleaned properly. The wax was transferred to my husband's body. I called **** Mitchell representatives at ************ numerous times in order to request a refund. Each time, I was told I would be contacted, but I was not. A refund must be provided.

  Business Response

  Date: 07/07/2025

  Hello BBB,

  I am writing to follow up on a guest complaint regarding residual wax left on their body after a service.
  
  When the guest initially called, one of our instructors provided instructions on how to properly remove any excess product. The guest has requested a refund, but as a career training school, we require each guest to sign a liability waiver stating the following:

  "I further acknowledge that in the course of receiving such services, damage to my hair, skin, nails, or other parts of my body, my personal belongings, or my clothing may accidentally occur, and that I may not be pleased with the outcome of the
  services provided. Nonetheless, in consideration of the reduction in price given this work, it is agreed and understood that I will in no way hold____________________________________ , its proprietors, officers, or agents, or any of its operators liable or accountable for any injury or damage that may occur to me as the result of any negligent work performed on me in this school. This means I will not be able to recover any damages, monetary or otherwise, in a court of law or other forum as the result of any negligent work performed on me at this school." in which she signed.

  However, we did offer a credit towards her next service as a courtesy. 

   

  Customer Answer

  Date: 07/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  I would appreciate credit towards my next service.  Thank you.

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

• Initial Complaint

  Date:10/04/2024

  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.

  On October 3rd, 2024 I had the worst experience at **** Mitchell School in Pasadena. With the website on my phone, I chose the service of "ironwork" with a phase one student. I had just washed my hair at home and it was semi-dry, so a little blow dry and curls was needed. This service is listed at $14. What happened to me should NEVER happen to anyone, let alone a customer. Immediately, a blonde woman named ****** was extremely rude with me when she said I was getting a special occasian style for $35. I explained, I'm not asking for an up-do. I'm only asking for the ironwork service listed clearly on the website and nothing else. ****** argued with me, while ***** (wonderful student) was in the middle of curling my hair. ****** said "I will have your hair taken down and you can leave because I wasn't accepting the price of special occasion hair." I showed her the website and explained, these are honest and transparent prices on your business website, so I am only wanting to pay for the service I am receiving. But ****** proceeded to be extremely rude and then said I would speak to the "manager, *************************** came over with a woman named ****. Both ********* and **** were also extremely rude. This argument drew the attention of everyone in the salon. Another person named ***** was there, and did nothing. A few of the students said ***** is the worst and is the reason why ***** *********, and ****** are making up new prices, however, he never came over. All three said that I have to pay $15 more since ***** had to blow dry my hair first. I said no, blow dry is included in the ironwork price. I AGAIN SHOWED THEM THE WEBSITE DESCRIPTION! This continued, and it visibly made everyone very uncomfortable as they yelled at me. **** took my price paper and threatened to rip it up and also suggested I never come back. They finally honored the price in the most bullying manner, with **** saying "give me MY $14."Absolutely horrible...